Best Buy Delivery - OPTIMA - YUK

My Experience:
5/31/14-bought dishwasher, delivery & set up, scheduled for 6/1/14. Told phone call would come the night prior with a 2 hr. window. Did receive email saying delivery was set.
6/9/14-received 2nd email confirming delivery would come 6/10/14, no phone call.
6/10/14-called Best Buy - couldn't find the delivery scheduled, on the phone for 1 1/2 hrs., then told by the Clerk, it wasn't Best Buys problem, Optima (delivery company) did not pick it up, wouldn't be delivered, I needed to call Optima and complain to them.
6/10/14-called Optima- said they couldn't help it, they didn't have a tech for my area, wouldn't get delivered, but someone from Optima would call me back to resolve, phone call never came.
6/10/14-Called Best Buy back, talked w/associate, he called Optima, returned my phone call, said he was working on it, I would be called back between 4-6pm, call came @ 730pm. Sorry no delivery today. He would work on it @ 800am on 6/11/14
6/11/14-Called Best Buy @ 1215pm, no call had come to me. I was told the assc. working the problem would call me back, he did @ 1245pm, couldn't resolve my issue, he's still working on it, but, no delivery today. Will let me know when it can be delivered.
Took the day off work for delivery, spent approx. 5 hrs on the phone with various people, washed dishes 3 times as I have a large gathering scheduled for the weekend. This was all explained to several people to no avail, again, sorry, can't do anything about it.
Spoiler (Highlight to read)
DEFINITLY TIME TO RETHINK YOUR DELIVERY CONTRACT WITH "OPTIMA"

Hi barbella58,
Wow, this is certainly way more contacts than necessary when making an appliance purchase with Best Buy! While I definitely thank you for making your purchase with us, I sincerely apologize for any delay you’ve experienced with the delivery and setup of your dishwasher. Rearranging your schedule due to an installation appointment can often be difficult, and I further apologize if you made arrangements, only for your appointment to not occur.
I reached out to Optima on your behalf, and spoke with one of their representatives. They spoke to the previous details about not having a technician in your area, and it sounds like this is the main reason for the delay. Your installation and delivery order is in the hands of Optima’s escalations team, and they generally have a 24-48 hour turnaround time for a response. I was advised that they would be reaching out to you once a proper technician is lined-up to perform the services.
Please let me know if you don’t hear from Optima, and I’ll happily assist further. Thank you for registering on the forums and sharing your concerns with us, and don’t hesitate to let me know if you need further assistance.
Sincerely,
Brian|Senior Social Media Specialist | Best Buy® Corporate
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Similar Messages

Best Buy delivery is horrible

Best Buy delivery is really, really unbelievable. The online department (www.bestbuy.com), 1-800-BestBuy representatives and warehouse/delivery men obviously don't work together and don't access the same information.
On December 1, I ordered a Samsung TV online and during checkout scheduled the delivery on December 5.
On December 4, I received a pre-recorded call from 1-800-BESTBUY to confirm the delivery between 3:30pm and 5:30pm on December 5.
On December 5, I took time off from work and stayed at home. But no delivery came. I didn’t receive any call from Best Buy. There was no voice message on my cell phone. I called 1-800-BESTBUY, but the rep couldn’t find out what was going on. I sent an email to [email protected] with order number to check delivery status, but nobody responded until today.
On December 8, I called 1-800-BESTBUY again. A rep rescheduled delivery to December 12.
On December 11, I received a pre-recorded call from 1-800-BESTBUY and an email from [email protected] to confirm delivery between 1:30pm and 3:30pm on December 12.
Your appointment is tomorrow
Hello Beaumont:
The big day is almost here! We are scheduled to arrive tomorrow, Friday, December 12, 2014, between the hours of 1:30 PM and 3:30 PM. We'll call you by 9PM the night before your appointment with an estimated arrival time window at the phone number(s) you provided at the time of purchase (with either live or pre-recorded calls).
On December 12, I took time off again. But there was no delivery, no phone call or voice message. I called 1-800-BESTBUY, the rep said the status she saw is the item is in transit. She said delivery is between 7am and 7pm, and the delivery truck may be just late. After I told her the missed delivery a week ago, she put me on hold, called warehouses and had them contact the driver to see where he is. Finally, she found no one was intended to deliver me the TV today. So she rescheduled delivery to December 16.
I can’t believe how broken the whole system is. Lesson learned: cherish life to live longer, stay away from Best Buy.

Hi beaumont,
While I'm glad your TV has been delivered, I'm so sorry to hear that you took time off of work twice to no avail and that our representatives weren't more helpful in solving this for you.
I'd like to discuss this with your further via private message. Please log into the forum and click on the envelope icon in the upper right-hand corner.
Thanks for sharing your story,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
Private Message

Don't use Best Buy Delivery if you are thinking about it...Just lies, lies, and more lies..

Wow, where should I even started?
We brought a 55 in TV from the local store last Sunday, and schedule a delivery yesterday (6/6/2015).
They called us the night before delivery date, to confirm the delivery on Saturday from 1:30- 3:30pm.
We waited until 3pm, and finally received a call saying "they were delayed a little bit", and moved the time to 5:30-6:30pm. Ok, not good, but we can understand.
But of course, they didn't show up on time. We decided to call them again at 6:22pm, and were told they were 45 minutes away...
7:30pm, after a hour, we called them AGAIN, and was told they are 25 mins away.
We had another delivery scheduled from Lowes at 8pm. Lowes showed up on time, and installed our fridge and washer/dryer professionally. They left around 8:30pm.
WHERE IS OUR TV FROM BEST BUY THEN???? Don't they supposed to show up before the Lowes???
We called them again and again, but nobody answered...well, I guess it is a Saturday, and they went home WITHOUT even bother to tell us.
Last time we spoke, you told me you are 25 mins away. Is this a lie? or you just decide to go back to your sweet home after we talk on the phone?!
Sunday (6/7), I called the warehouse again in the morning, but no one answers, the voicemail is full as well (So I think we are NOT the only one experienced this ridicuous issue). Then we called the 1-888 number, and explained what happened. The customer rep on the phone couldn't get hold of the local warehouse neither, and told us to call back within several hours. (They did give us a case number: {removed per forum guidelines} though) We called back before noon, and was told they are not open on Sunday, and they don't know when will be get our TV delivered, maybe Monday morning.
Ok, here is the thing, we have to work Mon- Fri, that's why we requested to deliver on Saturday. And come on, Best Buy, it is just a TV, it is not huge appliances that take you that much time.
I can see why there was delay, ( not saying we were happy about it though...) But you could at least called us to let us know before you went home on our scheduled delivery date!!!! And were all those "45 mins away", "25 mins away" things lies????
Dear Best Buy Coustomer Relations,
I am expecting a responce back from you in a few business days from today, 06/07/15. Your responce should be sartisfying us. If we don't hear anything back from you or your responce to us doesn't satisfy us, then we will go talk to someone higher in your organization. Thank you,

Hello MengyaLiu, and welcome to the forum,
I’m honestly not sure why our delivery team would have told you they were on their way to your home and then not arrive without an explanation as to why. Our delivery agents should be notifying you of all necessary changes in their delivery schedules, as we realize the inconvenience any possible delay may cause, so it’s regrettable to hear we failed you in this regard. I truly apologize for any frustration this oversight may have caused.
While I’ve personally documented your feedback here at the corporate office to ensure something of this nature doesn’t happen in the future, I’m glad to hear our delivery team was able to make this right and successfully delivered your TV yesterday. Please feel free to let us know how it went and if you have any further questions for me. I’ll be glad to help.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy delivery - horrible and not managed

I purchased a TV last weekend from a Best Buy in Houston, TX. The salesperson never told me that UPS is the delivery service. The TV was supposed to be delivered today. No call from anyone. I have called the 888-best-buy number three times today and told different information each time. The first time your employee tells me it will show up in 30 minutes and hangs up. The last time i called i asked for a supervisor as I am told that UPS is delivering the TV. They keep telling me it is in transit and that is all they can tell me. If the tv does not show up, i am returning to the store for a refund. This is completely ridiculous. Your team know nothing about your delivery model, how it works, and how to escalate. Someone needs to get in touch with me and resolve this.

Hi RahulB,
The purchase of a brand-new TV is by no means a small investment, so I can imagine why you'd be concerned!
I've had the chance to review your account and it's my understanding that Allan, another member of our social media team, responded to the e-mail you sent on the 1st. If you haven't already done so, I'd encourage you to check both your inbox and junk mail folders for that message. I'd also encourage you to follow up with Allan if you have any other questions or if you're still in need of assistance.
Thanks for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Appliance Delivery Not Doing What They Said They Would Do. Order Cancelled.

I recently purchased a refrigerator from bestbuy.com and chose the option to have it delivered on Tuesday the second of December (today). I received an order confirmation e-mail from best buy on the day of purchase (November 28) which stated the following (taken directly from the e-mail):
The scheduled appointment date of your item(s) below is Tuesday, December 2, 2014
We'll call you by 9PM the night before your appointment with an estimated arrival time window at the phone number(s) you provided at the time of purchase (with either live or pre-recorded calls).
Thank you for shopping with us.
Sincerely,
Karalyn Sartor
Vice President Customer Care
Yesterday, on Monday the 1st of December, I got a knock on the door from the Best Buy delivery team. They had my refrigerator and were here to deliver it. I was not ready for them to deliver the refrigerator at that time, at all, as I was not expecting it. I asked the driver to please deliver it on the scheduled date. The change in scheduling happened without a postive notification.
I checked afterward and saw that their was en e-mail sent during the evening of November 30 informing me that the refrigerator would be delivered on Monday the 1st. This e-mail was in my spam folder and I did not see it. I did not expect it either as I was under the impression that I would be called by phone prior to delivery (as stated in the original purchase confirmation e-mail). So some mistake/change in scheduling happened. Not a big deal to me.
Thirty minutes ago I called the 1-888 number mentioned in the e-mail to inquire about what time I could expect my refrigerator to be delivered. I was told it was rescheduled for December 20th, which is not acceptable to me.
I was told the earliest delivery date that they could honor would be for monday the 8th of December. That is unacceptable to me as well. I was advised I had no other options for delivery other than to receive it on the 8th of December, 6 days after the aggreed upon delivery date.
In the end I cancelled the order. As a customer I do not like to be treated this way (to be told one thing at first (delivery date and that I would be called by phone), to have that one thing change, and to not be told in a *reasonable* manner that the one thing had changed.
Best Buy customer service, If you would like to contact me you have my e-mail address. You also have my correct phone number for calling me, which your system verified when it looked up my order by phone. Until then, please consider me an unsatisfied customer that will look very closely at other buying options for all my future appliance and home electronics needs.
Thank You.
P.S. - The person I spoke to on the phone to inquire about and cancel my order was very courteous and professional.

To Whom It May Concern,
I posted earlier regarding a refrigerator delivery problem. http://forums.bestbuy.com/t5/Delivery-Installation/Best-Buy-Appliance-Delivery-Not-Doing-What-They-S...
I've since read a few of the other posts and think I see some common issues that many others have been having:
1. Not calling the customer. We (customers) expect someone will call us the day before a scheduled delivery date to confirm the item is being delivered and approximately what time to expect it. The confirmation e-mail you send even states that this will happen.
2. Not notifying the customer regarding changes. We (customers) expect someone will notify us if delivery dates are changed. This is especially important if the delivery date has been moved forward, as in my case. My particular problem would have been avoided entirely if someone from Best Buy would have notified me that the refrigerator I ordered would arrive one day ahead of schedule. An e-mail is not a good enough notification when you move the shipping date forward. How do you even know I have read/received it and will be home?
3. Not working with the customer. I've read a few forum posts where some mistake has happened, and now shipping is delayed by a signifcant amount of time (a week or more). If you (Best Buy) had some better way of working with whoever does your delivery for you, things would be better.
In my example the original delivery date was for today (Dec 2nd). You decided to deliver a day early on the 1st without making sure I knew you were coming on a differnet day than scheduled. So I wasn't ready. At this point I believe you (Best Buy) should have tried to correct this by rescheduling the delivery so that it happened on the original delivery date, December 2nd. You could have also arranged to deliver it later that same day, I would have been ok with that and had time to make things ready. Instead the delivery got rescheduled for the 20th of December by the system, and your customer service could only move it up to December 8. In a situation like this I think it would be better if you worked more with the customer (pay a driver an hour or two of overtime to get the goods delivered on the day you said you would or delay someone else who placed their order after I placed mine). Instead I was given one and only option, delivery on December 8.
In the end I took the other option, cancelling my order. You have lost my business on this sale and I now have a lower opinion of Best Buy as a company and a brand than I did before. This could have been avoided if you did any of the above three things.
Thank you for your time.

First and last time buying from Best Buy

It's sad to see how many complaints there are regarding the Best Buy delivery service. Ever worse to see how customer service makes no attempt to rectify the situation either. I like most others here wished I looked on this forum before purchasing anything from Best Buy.
Ordered the Sony 60" TV on Friday 11/21. A delivery date of 11/23 was selected. This was a big purchase and I was looking forward to getting the TV on Sunday. No call came to confirm what time they were coming and nobody showed up on Sunday either. I called Best Buy the following day and was informed that they didn't have any available trucks so they needed to rescheduled. Look I understand things happen so I let it slide and rescheduled. I rescheduled to Tuesday 11/24 and they let me change the delivery address as well since I work during the week.
Now it's Monday night and I didn't receive a delivery confirmation once again. I just got off the phone with a customer service rep and they informed me that my delivery date was never set and the new address was not on file either. I even have a confirmation e-mail from over the weekend that confirmed the new address change. So now guess what, the TV is backordered and not available until 12/7. How the hell do you run a business??? I order a TV that is in stock and confirmed for delivery and it gets rescheduled and is now backordered? How can I trust the next date that's provided? Plus has anything been offered for the inconvenience? I thought ordering from Best Buy especially for a big ticket item I'd get a certain level of service, I should've just ordered from Amazon.

Hello alok1228,
Welcome to the forum. I am truly sorry for the delay in replying to your post. I am very disappointed to read about your experience regarding the delivery of your TV. Buying a new TV is an exciting event, and I know I would be looking forward to setting it up to use as soon as possible. I'm very sorry your TV was not delivered as scheduled and now is backordered. I can completely understand your frustration.
Using the e-mail you registered on the forum, I was unable to locate the order. I would appreciate it very much if you could send me a private message with your name, e-mail address, phone number we have on file for you, and the customer service pin located toward the bottom of your receipt, or BestBuy.com order number so I can look into this immediately. To send me a private message simply click to the right of my signature.
Once again, I am very sorry for all the frustration, and disappointment this has caused. I look forward to the opportunity to turn your experience into a much better one.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
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Delivery date changed 4 times-called to ask what is going on and then best buy cancelled order

I ordered a 55 inch aquos with free ROKU stick for $599.00 on Sept. 22 (removed per forum guidlelines) and got a confirmed delivery of Sept. 26. Unfortunately, I received a call in the morning of the Sept. 26 and was told that delivery was pushed to Tues, Sept. 30.
On Monday, Sept. 29, I received an automated call informing me that the Tv will be delivered on Sept. 30 between 3:30 and 5:30. and I also received an email with the same information. Thirty minutes later I received another email stating that the delivery is again being pushed to Oct. 13. so I called customer service. I was told he can change the delivery date to Oct. 3 but call in the morning to confirm availability with warehouse.I called customer service on Sept. 30 to confirm availability and was assured that the Tv will be delivered on Oct. 3.
On Thursday Oct. 2nd, I received another email stating the order will not be delivered until Oct. 16. I remained calm and called customer service and after a very long hold time I was able to speak with a representative and again after a long hold to check what is going on, she informed me that the order is now cancelled since the item is discontinued. I told the representative that I already lost 3 days of work due to the delivery dates changing and since the TV has to be accepted by somebody 18 years or older I needed to be home. I asked if it is unreasonable to ask for the same exact TV but 1 size bigger since the 60 inch is available and in stock (but without the ROKU stick) but unfortunately I was told it is not possible. I asked to speak with a supervisor but they are all busy but she asked for my phone number so they can call me back in 20 min.. I waited but did not get a back from the supervisor the same day.
I called again today, Friday, Oct. 3 and I was assisted by a nice lady who after explaining my situation was sincere with her apology. She told me that she will call me back so she can speak with a supervisor about my situation. I asked her too if it is unreasonable to ask for the same exact TV but next size bigger since the one I was sold is no longer available and I lost 3 days of work due to the 3 changes in delivery dates. She affirmed that it is fair but have no authority to make decissions but will relay the history of the order to her superior so they can make a proper resolution.
After about 15 minutes I got a call back and was told that since the bigger TV is priced at 799.00 they will give me a 50.00 dsicount for the trouble. I declined the offer since I feel that $50.00 dollars for getting the run around and missing 3 days of work is not proper compensation and is an insult to any customer. I thanked her for trying and informed her that I am aware that it is not her fault and it is management who made this decission.
I sincerely feel that I should have been given the next size TV for the same price of my original purchase and I should have been given a ROKU stick (which I did not ask for) for my unpleasant experience.
We are $150.00 apart from getting a resolution but management feels like it is the right thing to do for cases like these. Being a best buy customer for many years, spending many thousand of dollars, I am puzzled why best buy would treat any customer the way they treated me. Please explain the policy so I can have a better understanding. The $150.00 difference can easily be recopued from my next purchase. In my opinion, it is not a very smart business practice to lose a customer this way. Again, please explain the policy to me so I can understand better.

Hello romcarlos1,
While unforeseen complications can cause unexpected delays, it seems something went wrong at every turn. Misinformation and multiple missed appointments would frustrate me too, and I can only imagine this frustration turned into aggravation with the poor service you describe. After pulling up your account, I noticed that has been two weeks since your TV purchase, and I’m sorry for any inconvenience this may have caused. I appreciate you allowing me the opportunity to explain what should have happened.
When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 4-hour window. This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day. The particular television you wished to purchase is quite popular, however, and due to high demand, it’s currently on backorder in some areas of the country. This may explain why your delivery date was continuously pushed back unexpectedly, and why we needed to reschedule multiple times.
While in backordered status, however, an online order may be cancelled if you don’t wish to wait any longer and a different model may be purchase. Upon review of your order, I noticed that it was canceled upon your request. If you have since changed your mind and wish to wait for one to arrive, you may place a new order here.
It sounds like you wish to purchase a new TV entirely though, so I understand if you don’t wish to attempt a new order. While I cannot guarantee you a different outcome than the resolution already offered, I’d be glad to look into your case to see what other options may be available. Please know I have sent you a private message to collect further information from you. You may view this by logging into the forum and clicking on the envelope in the upper right-hand corner of the page.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy needs to change their delivery policy

I ordered a small electronic item, and have been going through a hassle to get it. It is being shipped by UPS, which has been totally uncooperative. I waited at home until after 5 p.m. yesterday, and then had to leave for an appointment. UPS attempted delivery at 5:56. I live in an apartment building with a locked front door and no resident manager. I can't count on my neighbors to be home to get my package, either.
When I called UPS today and requested that my package be held so that I could go pick it up, they told me Best Buy has a policy that their packages cannot be held. This means that I have to either spend another day waiting for UPS to arrive at an unknown time or let the package go undelivered. This is unacceptable.
Best Buy tells me I can't cancel my order, and that all I can do is let the package go undelivered for three days, and they will credit my account.
This means that either I lose my order or be a virtual prisoner waiting for UPS. If Best Buy would have informed me that I could not either pick up my package at a store or get it held by UPS, I would not have placed the order.
Either the holding policy needs to be changed, or customers need to be informed about it up front. I am angry enough to not do business with Best Buy in the future.

Good afternoon mantelli,
Waiting for packages to arrive can make anyone anxious and excited, especially if it’s a package you are in dire need of receiving or something you've waited a long time to order. To not receive the order, or find it may be sent back if not delivered, would be quite frustrating, and I am sorry if this is where you stand with your order.
After the 3rd attempted delivery in which the package cannot be delivered, it will typically be sent back to us for a refund. While some people cannot be home during the delivery, we have a store pickup option that can assist in such situations as we do not allow packages to be held at UPS locations for pickup. Instead, you may choose to pick up your purchase at a nearby Best Buy store, which may allow you to pick it up as early as that day, or in a few days’ time. For more info, you can check out our Store Pickup page on BestBuy.com.
I apologize if this is not the resolution you were hoping for, and if you are dissatisfied with this ordering experience. I was able to locate your order using the email address you used to register with the forum, and I see that it is on the truck today for the 2nd delivery attempt.
I truly hope that in the future you will allow us to provide you with a better experience, and greatly appreciate you sharing your experience and providing your feedback!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy moved delivery date by 20 days only 18 hours before originally scheduled delivery

I purchased a Samsung gas range/convection oven on December 3, 2014. Delivery was scheduled for December 30, 2014. On December 29th, at 12:05 p.m. CST, a mere 18 hours before scheduled delivery, Best Buy emailed me to alert me that the delivery had been unilaterally rescheduled until January 19th.
Unfortunately, do to the late nature of the notice of rescheduling, I had already sold/gotten rid of my old oven. In response to this issue, I contacted Best Buy customer service and, after speaking with 6 different people of the course of 2.5 hours, was provided the following options: 1) Cancel your order; 2) Wait until the order is filled; or 3) Contact your local stores to check for availability.
When asked if Best Buy would consider providing a partial discount on the oven purchase to cover the potential costs associated with renting an interim stove, the customer service representative told me that she was unable to help me in that regard and to ask my local store.
Has anyone had experience getting a similar situation effectively resolved? Has anyone ever spoken to a customer service representative with Best Buy that was actually able to resolve an issue?

Dear rtjamison,
When receiving a scheduled delivery date like this, I can understand your foresight around creating the space for your new oven by getting rid of the old one beforehand, and I respect that. It pains me to hear that this responsible act will now affect you negatively due to the untimely rescheduling of your order. I am very sorry for any inconvenience this has already caused you.
On occasion, orders can be rescheduled because of sudden inventory constraints. Other times, scheduling issues can occur if a store is the one fulfilling the delivery and are absent an available delivery driver due to sickness; although, you would typically be provided with an explanation around this. Without being able to look up your order, I am not sure what the reason was in your case specifically. The options you were provided by the phone agent are all viable choices; however, I would like to work with my support team to see if there are any other options available to us at this time.
As I was unable to pull up your purchase history using your email address you provided here on the forums, I will be reaching out to you via private message to obtain your purchase information so I may investigate further. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Sincerely,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Does best buy care about their promises made on delivery date?

i've placed an order LAST thursday, and as an elite plus member i get expedite shipping automatically (accroading to bestbuy definitaion, it's a two day delivery). plus, on the confirmation emial, it says 'get it by: tuesday, jan 13th.
and only until noon today (monday), i received an email containing an tracking number from bestbuy. since best buy shipped my item out one day late, i was expecting a overnight shipping so that they can delivery my item ontime, like all other online retialers would do. but it is not. it is only ups ground, by which i will be lucky to get it in another two days.
what is worse is, until 10:00pm, ups doesnt seem to have received the package yet.
so best buy, why dont you use overnight to cover your mistake, instead, you are asking me to pay for your delay? i've been a long time constomer for both amazon and bestbuy. and amazon sometime do ship out items late, and honestly it happened a lot. but whenever they are behind the schedule, they use the fastest shipping to try to catch up the time.
best buy, you knew it was behind the schedule already when you ship it out today, why dont you use overnight shipping? were you just hoping that i wont notice? or you think it doesnt matter, your promise to your customers doesnt metter? if you dont even have the attempt to try to catch up the schedule and fullfill your promise to your clients, i can only imagine people shop less than less on bestbuy.com, and instead, go to amazon.com
hey guys, really, if you can find something on both bestbuy and amazon, go to amazon. they dont ask you to spend thousnads of dollars before give you free two days shipping, and when they are behind the schedule, they will at least try to fulfill their promises, rather than ignoring the promise.

Hello garyleecn,
Welcome to the forum, and thank you for being a My Best Buy Elite Plus member. One benefit from being such a member is receiving free expedited shipping on most items from BestBuy.com, so I’m sorry to hear your online order isn’t arriving as quickly as you hoped. I’m sure you’re anxious to get your hands on your purchase, so I can understand why it’d be frustrating to encounter such a shipping delay.
According to our Shipping Costs & Timing policy, any expedited shipping order may take up to two business days to ship to your home. Unfortunately, there are circumstances outside of our control that can cause unexpected delays. However, you mentioned your order was mailed via UPS Ground. Please know that expedited shipping simply outlines the timeframe that the order should arrive, not necessarily the carrier’s method of shipment. This means that if you live close enough to a UPS shipping hub, UPS could deem it was unnecessary to expedite your order, as ground shipping would have gotten it there just as fast.
Having said this, I realize this situation is far from ideal, and I’d appreciate the opportunity to look into your order to see what exactly happened. In order to do this, please send me a private message with as much of the following information as possible.
·         Full name:
·         Phone number:
·         Order number:
You may send me a private message by logging into the forum and clicking on the button included in my signature below.
I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

What is the best digital microscope to buy for optimal compatibility with the Mac?

I do not know which scope to buy for optimal compatibility. Any help one can give would be greatly appreciated. Thanks

Omax digital microscope works great with Macs. What you have to do is ignore the cd that comes with it that contains Windows software and connect the scope to your computer. Boot up the Phone Booth app and it will display what is viewed in the scope.

How do I file a complaint to Best Buy?

I have had a long, drawn out (unpleasant) experience with Best Buy that someone needs to be aware of.... I finally just had enough aggravation that I wanted to pass along, so hopefully others do not have to.    I think their intentions are good, but it seems there needs to be some improvement in a few areas.
We had a Samsung dishwasher that was constantly needing repairs-- because of this, I had decided to extend my Geek Squad protection plan after the 5 years was up and did so on Jan 14.
I had an ongoing repair problem that started on 12/26-- and after a couple of calls, I spoke to a Geek squad agent who said we qualify for a lemon replacement, which was approved and set up around 1/29.
We went to the store on 1/31 (Wentzville MO) and this is where things began to go bad-- we got to the store right after 10AM, started working with the geek squad agent and sat there until 1 PM!!!!!!!!    It was a nightmare--because the agent was having trouble setting up our delivery and install... I think her name was Sheila-- she made at least 15+ phone calls getting the run around -sitting on hold- being referred to another person, etc etc... As we sat there, the manager-April, was fully aware since Sheila had called her early on, for direction. The crux of the problem was they had changed delivery services and we being just under 50 miles away from the store apparently were in a no delv zone.... (Which is ridiculous-- if we want to spend a bunch more money, which we did-- shouldn't have to worry about delivery).   So we sat and sat--listening to the whole debacle until I finally told her-- Please---GET her manager over here to get this squared away!   April came over and gave about 10 min of her time to help and didn't seem too concerned that we were sitting on the same stool for over 2 plus hours.     After her 10 min, she left and we still ran into some problems where Sheila needed the manager for an override or something and had to call and call until another mgr came over.   IF I was that manager, I would have stayed until the entire process was completed and apologized -- but she didn't- and did not seem to care at all.   SO three hours later we walked out in total shock that it was such an ordeal.
Delivery and install of the new machine went fine-- but here we go again, another problem.
Geek squad and the store told me that to get a refund for my old protection plan and extension on the old machine, I just need to call them and set it up.   I won't go into the gory details, but I've had to make calls on 1/31, 2/8, 2/17 and 2/26-- had 2 cases opened and spoke to some extremely unknowledgeable agents, with one telling me on 2/17 that I can't get my money back. My last case # was {Removed per Forum Guidelines}-- I was told on 2/27 that the case was finally approved on 2/26 (again, I started this on 1/31).. but that I have to wait "1 to 2 billing cycles" to get my money back--which converts to 1 to 2 more months.   I have never heard of a refund taking that long and now I regret purchasing another 5 year protection plan on our new machine.    This has been some of the worst customer service experiences I have ever had--and really sours me from using Best Buy /Geek Squad protection any longer.

Hello raemo,
As AWBrown said, we certainly aren’t perfect, and we recognize mistakes are bound to happen every once and while. However, I feel that this was maybe not a mistake but rather a series of events that just never quite lined up as they should have. When an exchange is offered underneath a Geek Squad Protection Plan, it’s supposed to be a smooth and easy transaction, and clearly, your experience was far from this.
Delivery is a great way to get larger product to your home and should be hassle free. As we realize this is a popular service, we do hire a 3rd Party installation team called Optima to assist us. While Optima does have services throughout the United States, there are rare times where a customer falls outside of their serviceable area. I’m glad to hear though that Sheila was able to talk it through with them on your behalf and ultimately scheduled you for the delivery.
On the customer service side, managers are meant to be on hand to assist with the difficult transactions and support our associates and customers when help is needed; I’m not sure why April wasn’t available to provide the necessary support. I realize this situation is one that would take time to correct, but our level of customer service shouldn’t drop, and I’m sorry if she seemed dismissive of your concerns and time.
On top of this, I did see you experienced difficulties in receiving a refund regarding your renewal of your protection plan. When the exchange of your dishwasher processed, you were still covered by the original plan as the extended coverage you purchased wouldn’t have gone into effect until March. Therefore, you shouldn’t have encountered any issues when you asked for the refund. However, I do see here that our systems released the refund just a couple of days ago. As your credit card’s issuing bank also needs to process the refund, it could take up to a few more business days before you see the fund appear back onto your account.
Having said this, I do want to speak with you further regarding your recent experiences, and to do this, I will send you a private message. You may view this message by logging into your forum account and clicking on the envelope in the upper right-hand corner.
Thanks for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best buy lost my mail order package

Oct. 30 I place an order of 3x canon flashes. UPS showes it was deliverd on Nov 3. I never recieved the package when I got home from work that day. Call Best Buy on Nov. 4 at 9am to see wheres my package. Best Buy rep. then told me that it'll take 5 to 8 days for investigation and someone will be contacting me within 72 hours. 72 hours has past and I contacted Best Buy again. They told me the case was being transfer to the lost and late department and had no other info. I then waited another couple days and still no call. I again had to contact Best Buy for the 3rd time. This time they told me sorry for not getting in touch with me but they have now started the investigation..It took them a week to start this investigation. I was told this will take another 5 to 8 business days for an answer. Nov. 12 still no call from Best Buy. So I again had to contact them. Was told it's still under investigation and I will get a answer in a week. Nov. 20 still no call. contacted Best Buy again and was on hold for 30 mins to get and answer that she will call me back in 30mins because of system being down. I'm writing this while I'm wating for them to call me back. Hopefully I'll get a straight answer this time as to wheres my package and how Best Buy is going to resolve this.
I'm just loosing my patients with Best Buy Customer Service.
Will keep this thread updated!!!
I don't know why am I getting the run around like a fool, buts that's whats happening.
Case was push back a week for no reason.
No phone calls
No Emails
No merchandise
No nothing.
Worst customer service I had ever dealt with. Sad this is coming from a big box store..

Hello steven838,
I was very disappointed to read of your numerous unfulfilling encounters in trying to resolve the delivery failure you experienced. Seventeen days would be a strain on anyone's patience and I apologize for your having to cope with this. We strive to provide superior service and I very much regret that we didn't live up to that aspiration for you.
I'm was gratified to read that your order is being reshipped, but disheartened that this experience may influence your future online shopping destination. It is my hope that you will one day give BestBuy.com another chance to win you over.
Please know that I'm very grateful that you took the time to write to us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy heart break

I went to Best Buy to look for a refridgerator. I saw one online but wanted to check it out in person before I made the purchase. While there, I saw this white open box fridge that I fell in love with. I bought the fridge and awaited for a week for it to be delivered which is when the issues started. I ordered the waterline to be installed. I was informed that the same people who delivered would be the same guy who installed the waterline. Apparently it is not. The guy came at 9:30am before the fridge. He promptly left, mad, because he can't install the waterline without the fridge. He then told me I had to reschedule. I called customer services and explained to them what happened. They contacted the store who apparently also did not know it was a different person. Then I waited on the fridge. My mother called, and was informed that the fridge would not be coming. They stated that there was an issue with the power cord. However, no one gave me a call. Their solution to me was to pick out another open box fridge. This was not a viable solution due to the fact that I have white appliances and everything they had was stainless steel. They also put no value in my time being wasted for the waterline or waiting on my fridge or their lack of communication with me as a customer. I called the assistant manager who was not helpful. I then asked for her boss, and then his boss. When I talked to the store manager he was more helpful. I ended spending another $200 to get the fridge I wanted brand new. Still a good deal, however, their customer service sucks. I shouldn't have to ask for multiple managers to get any kind of results. I wasn't trying to get something for nothing I just want what was ordered and for someone to communicate with me. I have talked to multiple people who all believe I would have been treated better if it was a better neighborhood and that's a shame. Never again will I deal with this best buy.

Hello jacksa04-
It’s definitely always frustrating when you find absolutely the perfect product and then come to find out its not available. Combine that with a lack of communication around your installation and delivery with time wasted on your part and I can completely understand why you would be disappointed in this experience.
In general, installation and delivery of an appliance are handled by two different people, which is usually why the install is scheduled after the delivery has occurred. I’m truly sorry that this ended up being backwards for you and that it cost you this extra time. In addition, when a customer contacts our store looking for more assistance from a management team member, they should be willing to get the customer in contact with the manager best suited to handle the situation.
I wanted to thank you for taking the time to post your feedback here on the forums for us to review. While I can appreciate your reasoning for not shopping with Best Buy any further, my hope is that you will allow us another chance in the future to earn your business. In the meantime, I hope that you are enjoying your new fridge!
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy restrictions are ridiculous

I recently ordered a Gateway computer online. It was to be delivered by UPS. Tracked my order, saw it would be delivered 2/10/14. I work 8-5, went home on my lunch break to see if package had been delivered. Had a note from UPS stating they attempted delivery and I was not home. Would try again the following day between 10:30 and 2. Did not have any indication on the note as to WHY they could not deliver (i.e. signature required, payment requested, etc) Obviously, since I work, I was again not going to be home to receive my package. So I called the UPS customer service number to see if I could arrange to pick up my computer at their Customer Care location. The gentlemen politely informed me that no, I could not do that, as the seller (Best Buy) had restrictions on delivery. Basically, UPS could not change anything about the delivery. What does Best Buy expect those of us who have 8-5 jobs, and therefore are unable to wait at home for delivery of our purchase?? No where in my tracking info or order description does it say anything about me having to be home to receive delivery. I can understand that Best Buy may require a signature for delivery. That is perfectly fine. But why can I not physically go to the UPS location and sign for my purchase? This is ridiculous, and if this policy is not changed I will not be a repeat customer. As it is, I was able to get an "estimated" time of delivery, so I will take off in the hopes of catching the UPS man. If not, I do not know what I am going to do.

Hello arbefort,
Welcome to the forum. As a person who works outside the home, I can completely understand your frustration at not being able to make arrangements with UPS to pick up your computer. While I wouldn’t want a big investment like that left at my doorstep, I also can’t leave my work at any time to go home to wait for UPS to arrive, so I’m very sorry you had such a hard time getting your order.
Using the e-mail you registered on the forum, I was able to locate the order, and was glad to see that you did finally did receive it. I am unaware of any restriction that does not allow you to pick up your package at a UPS Customer Care location, but I do appreciate you bringing this to our attention, and I assure you I will be documenting your comments to forward to our internal teams to look into this further.
I sincerely apologize for any inconvenience this has caused, and I hope you are enjoying your new computer!
Thank you,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Delivery - OPTIMA - YUK

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