11-09-2019 12:02 PM
I can't wrap my head around the idea of a company feeling confident enough to schedule a delivery date for a major appliance, yet I have had my appliance delivery date rescheduled two times because the product ins't in stock. I have been waiting for two months for these ovens to be "back in stock." My original purchase was made October 14 with the delivery and installation date scheduled for October 22. Around 8:00 PM on October 21, I received an email saying that delivery would not be fulfilled and to contact BB for more details. I call the following morning and spoke to the most miserable person who provided zero help or useful information other than it's the fault of the vendor. I rescheduled the delivery date to be November 9, between 7:00 AM - 1:00 PM.
It is currently Saturday, November 9 11:40 AM CST and here I am without ovens and a new delivery date of Friday, November 29. The day after Thanksgiving. Another three weeks from the first time it was rescheduled on October 22. Fifty-three days from the date of the original purchase. While on the phone with BB to get an explanation of this, I found three other national stores in my area with a large product stock and earliest delivery date of November 13. It must be my lucky day because it was also $500 less than my total purchase from BB. I made this purchase online while on the phone with BB to cancel my order. The Geek Squad CS agent told me I have been facing this inconvenience of delivery rescheduling because of the vendor. I am not well-educated in supply chain management, but it sounds like BB is getting a raw deal from KitchenAid if they are not able to restock product in a reasonble time while other major retailers seem to have a surplus.
I spoke to another BB Geek Squad agent in the hopes of them honoring the $100 promotional e-gift card I would have received if the purchase was fulfilled but was disappointed again when they said they would not be able to compensate me for anything because I was canceling my purchase. I was excited to get a major appliance from BB because of the great feedback I received from a close family member after her purchases of appliances from BB. The cherry-on-top of this nightmare is that I can't issue a formal complaint to anyone in the corporate office, but I have to spend more of my time on BB by creating an account to post on this forum. I suppose I have more free time to do this since I am unable to prepare anything in my ovens for the upcoming Thanksgiving season. Thanks a lot, Best Buy.
11-12-2019 12:35 PM
Welcome to our community forums and thank you for taking the time to let us know about your experience with this purchase. We work hard to make getting a new appliance a quick and easy process and I apologize that this wasn't your experience. I know it can be difficult to carve time out of your schedule to wait for multiple appointments and can understand wanting to cancel your order. We do our best to provide accurate estimates on when your product will be available but delays can occur if inventory is not available. I appreciate you providing your feedback about this experience so we can continue to improve our customer service in the future. I hope we can welcome you back to provide you a better purchasing experience. Please don't hesitate to let us know if we can help you at that time.