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Posts: 1
Registered: ‎10-20-2022

"The delivery truck got in an accident." Yeah, right.

Ordered a TV on 10/10, and schedule a delivery for 10/13. Delivery window was 1:30 - 5:30pm. Called at 5:30, and was told that they had until 7pm. Called at 7pm, and was told "the truck was in an accident and your TV was damaged." Rescheduled for today, 10/20. 

 

Got a confirmation email last night, and a text this morning. Delivery window was 2:30 - 6:30pm. Called at 6, associate put me on hold, then disconnected me after 30 min. Called them back, talked to another associate who told me that they didn't receive the TV, so there was nothing on the truck. Asked to talk to a supervisor, waited 30 min. Explained the situation and asked 1) why wasn't I notified that the TV wasn't in stock after they confirmed the delivery, 2) when was it going to be delivered, and 3) what kind of compensation would I receive for wasting 2 separate days waiting.

 

The supervisor couldn't answer #1, told me the tv could be delivered in one more week, and said they couldn't tell me what the compensation would be until after the TV was delivered. This is ridiculous. They know what their policy is but refuse to disclose it. 

 

I asked to cancel and she told me she couldn't because the TV was "in transit." I subsequently went to the website and canceled the order myself.

 

If the staff isn't outright lying, then they clearly don't have any idea of what's going on with their own inventory and policies. It's pointless to try to build any loyalty with this company.

Posts: 178
Topics: 3
Kudos: 32
Solutions: 16
Registered: ‎11-24-2021

Re: "The delivery truck got in an accident." Yeah, right.

Hello, allen3m,

 

Welcome to the Best Buy Forums.

 

We aim to make every purchase with us a smooth and worry free experience, it would appear that we have dropped the ball in this case. If the television was not ready to be delivered you should have been notified, and we should have immediately taken steps to be sure the television is ready for delivery as soon as possible. In situations where there has been a problem with a delivery or service, we typically look into options for credit once all deliveries/services have been completed. This should have been better explained to you at the time. There are several areas where we fell short with this experience, and I want to be sure that all of this is documented. Can you send a Private Message with the information below so that I can properly document all of this on our Corporate systems?  You should be able to send a Private Message by clicking the button to the right of my signature below.

 

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Josh|Social Media Specialist | Best Buy® Corporate
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