01-23-2020 05:12 PM
We were scheduled for delivery of a washer/dryer today. I received countless texts from Best Buy reminding me of our delivery window which we received a text about last night that narrowed our window from 11-1 today. I then received a text notifying me the delivery team would arrive at 12:15. My wife took time away from work to be home to receive our order and installation.
I was in a company meeting and received a phone call and voicemail at 12:11 informing me that the truck was sitting in front of my house and if I did not return their call within 15 minutes that they would release the truck. Of course I am in a meeting, and wouldn't expect that would be the case, as any rational human being would expect delivery people to knock or ring the doorbell, maybe even exit their truck. Instead, my wife saw them sitting out front in their truck, and expecting them to come to the door, did not go out to their truck to greet them. Next thing she knows they are gone.
I listened to my message after my meeting and called the delivery company back at 12:34, no answer, left a message. I called them back 10 times, never any answer, still have not received a call back. I then reached out to Geek Squad delivery agent who tried to tell me that you must answer a phone call for safety reasons. Interesting, how would that make anything safer, and if that were the case, why would there be absolutely no communication of this in any of the 30 delivery reminders I received. I have had countless deliveries of furniture and appliances, and not once have they required me to answer the phone to tell me they were in front of my house. It's insane to think you would make a delivery all the way to someone's home and not even leave your vehicle.
Regardless, the agent put me on hold to contact dispatch for the delivery company. After waiting on hold for a while he took my wife's phone number and said he'd have the dispatch reach out to her to reschedule, hopefully later in the day. No surprise, they never contacted her, instead I received another message from Best Buy informing me I needed to urgently contact them to reschedule. Round 2 with Geek Squad to try and figure this out. New agent puts me on hold to contact dispatcher at delivery company again. After holding for a good while, he returns to tell me that as the shipping truck is in transit, they cannot reschedule delivery today, and joy, I get to call back again tomorrow to attempt to reschedule yet again.
I am at a loss for words as to why the delivery company could not simply knock on our door, or call in advance of arrival, rather than just call when they are there, not knock or ring, and just leave 15 minutes later. To then never receive communication back from delivery company, and further have to spend now at least 3 phone calls with Geek Squad to try and reschedule, is absolutely beyond frustrating.
Will be interesting to see when we can actually get our order delivered, and considering the time we've take out of our schedules already to try and deal with this, this will be the last time we'll be ordering appliances from Best Buy. They need to hold their contracted deliverers accountable for massive failures like this. Too bad we'll likely never see compensation for all of our lost time.
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01-25-2020 03:11 PM
Welcome to the Best Buy Community Forum and thank you for sharing your experience with us. Delivery of a new appliances, like the initial purchase, is intended to be a smooth and easy process so I’m disappointed to hear that yours does not reflect what we would want for our customers.
I understand that your phone number was the method of contact on your order and why you would not have been available to answer. I would recommend that the primary phone number on an order like this should be the person who will be waiting for the service technicians so that calls can go through to the right person. I absolutely hear your perspective that you feel approaching someone’s home without prior contact should be safe and I wish that were the case. In my time with Best Buy, I’ve personally spoken with home services technicians who have had guns pulled on them or animals set upon them. Not all service areas are the same, but making contact with a home resident via phone prior to approaching allows teams to avoid such misunderstandings.
Regarding rescheduling, due to systems limitations, we are typically unable to reschedule delivery until the product is checked back in at one of our locations. The time it takes for an item to return to our system can vary, but most orders should be modifiable the next business day. From what you describe, it doesn’t sound like this was made clear when you had initially spoken with agents on the phone, for which I am apologetic.
At this point, if you have not already been able to reschedule, please call our customer service team at (800) 433-5778. If you have any other questions or concerns that I can help with here, please do let me know.
01-25-2020 03:36 PM
01-25-2020 04:30 PM
Thank you for the update. I’m very glad to hear that you were able to receive your appliances today successfully. If my previous message came across as snarky, I’m very sorry as that wasn’t my intention. Your feedback in this matter is very much appreciated as we care deeply about our customers and want there to be a consistently superior experience for all our customers when interacting with all our lines of business including customer service and delivery teams.
Now that your appliances have been delivered and installed, I would recommend connecting with the Geek Squad Client Care (GSCC) team at (800) 304-1259. That teams works closely with delivery and installation concerns for appliances after delivery and they should be best positioned to resolve any remaining questions or concerns you may have about your delivery experience.