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Posts: 1
Registered: ‎06-07-2019

awful delivery experience

[ Edited ]

We have purchased refrigerator at Best Buy store and an appliance sales professional helped us to request the Haulaway and delivery order on May-24th. During the request, the sales professional asked us where we place the refrigerator and we told it's second floor. Therefore, he made sure that he requested it will be four men crews to bring it for the delivery. The original delivery date was scheduled on May-27th, only a few days after the purchase. That's the main reason why we purchased it at Best Buy.

On May-27th, the delivery crew came on time, however, only two men. The delivery crew immediately noticed that he needs four men crew and talked to dispatcher. The delivery guy took a few pictures in our house to confirm that they need four men crews.There was no way to request four men crews at that moment, I accepted to reschedule the delivery on May-30th. The delivery guy left the refrigarator in our garage to bring it up to second floor on 30th.

On May-30th, innocent two delivery guys showed up again. He immediately called the dispatcher and discussed the situation. The dispatcher was telling the crew to bring it up to second floor by two crew, but the crew refused because they could damage our house. The crew was begging us to reschedule and request four men crews again! What can we do? We asked the crew to bring it up with two crews, but they told us that they are the ones responsible for damage. Therefore, they can not! We accpeted to reschedule again, but this time I called the customer service to make sure they bring the four men crew next time. You can track this conversation with the case#, {removed per forum guidelines}. Next delivery was scheduled on June-3rd. Yes, it's already 1 week since the original delivery schedule!!!! There was no follow up nor customer care. Only we took the action to resolve!

On June-3rd, believe or not, again you guys disappointed us by sending two men crews!! The dispatcher I talked to this time was so unprofessional. She was almost telling me that it's our fault by saying "your request was not properly recorded". I don't care how the request is recorded in your system, it's your job to make sure for 3 times! We needed to reschedule the delivery AGAIN to June-5th! 

On June-5th, finally we got 4 men crews. It took almost 10 days since original delivery schedule. We sucrificed our time for delivery 3 times including Memorial day and weekend. With all these inconvenience, there was no formal appology nor follow up on this issue from your side. We were very frustrated from this awful experience.

Last thing, we have purchased 3-year protection plan, which should be starting on actual delivery date, June-5th, but it was recorded as May-27th. I'm tired of calling customer service anymore. Hope someone responsible from your company can take care of this.

Posts: 18
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Registered: ‎11-12-2018

Re: awful delivery experience

Hi kanpei3,


Welcome to the Best Buy Forums and thank you for reaching out to us regarding your refrigerator purchase! This is not the feedback we like to hear from our clients, as purchasing a new refrigerator should be an exciting time.


If you wouldn’t mind sending a private message by clicking the blue hyperlink next to my signature, and send us a message with your full name, email address, order number, and phone number. Once I receive that I can further investigate your order for you.


I look forward to hearing back from you.


Best wishes,

Malik|Social Media Specialist | Best Buy® Corporate
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