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

Question

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?

Answer 1

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