Delivery Fiasco

Question

Hi everyone.  Wondering if posting this will do any good.  But here goes.  The wife and I purchased an entire kitchen appliance package a little over 2 weeks ago.  Fridge, Range, Dishwasher, and Microwave.  The origonal delivery date was last Saturday, 7/25.2015.  6 days ago, prior to delivery date, we upgraded the range.  They found one in another store and stated they would take care of having it on time for the 7/25 delivery date.Saturday morning around 8 AM, a third party delivery\install crew shows up.  The first thing they require is a waiver to be signed eliminating their responsibility for any damages during the delivery of the fridge.  Of course I declined.  Second, the range was not included in the shipment.  Third, they could not get the dishwasher out due to engineered flooring blocking the dishwasher.  They had no tools to remove a plank so no dishwasher install.  So I ended up with only the microwave which in fact was dented on the front.  They refused to un-install and return it to the store. After they packed up the Fridge and Dishwasher, I cleaned up the mess they left behind and went to Home Depot for a chisel to remove the flooring.  Removed the plank and dishwasher in about 10 minutes.  Waited all day for BB to attempt a second delivery, all the while they were trying to find the range.  Turns out, they sent the range from the near by store to ATLANTA GA, instead of truck it miles to my store.  And of course, the associates as well as the warehouse and store manager had no clue it went to Atlanta distro center. 5:30 Saturday evening, I finally give up and ask if they can just deliver the Fridge, Range, and Dishwasher today.  The warehouse manager told me the range would be in today from Atlanta.  Well, the email from BB stated delivery would be between 8:30 and 10:30 today.  It's now 12:46 and of course no sign of BB and no call to let me know what's going on.  I guess as a customer I am to take off work just to sit around and wait patiently for BB to show up when they want to. Missing work.  We have no range.  Can't run the hot water in the kitchen because that line feeds the Dishwasher we do not have yet and is disconnected. And the best part, when the dishwasher and range does get here via BB delivery, they can't install the range and dishwasher as they are not certified to do so. I would really appreciate it if anyone from BestBuy that is competent could at least give me some idea of when this will end.

Answer 1

I too have had a delivery fiasco and am continuing to live thru the nightmare.  After purchasing the same appliance bundle from the BB store in Santee, CA, I scheduled delivery out 3 weeks to ensure a saturday delivery.  The night before I got everything ready per ther instructions.  An unidentified person called at 8:30 am and said they would arrive in about 30-40 minutes. I got out of bed, removed the remaining things out of my fridge and sat on the couch to watch TV.  I must have dozed off because I woke up and it was 11:15.  I called the number of the delivery service who contacted the truck.  She told me that they had arrived, 'KNOCKED" on my door and since I did not answer, they left. Apparently it never occurred to them to call me again or ring the door bell. Here's where the nightmare becomes hellish. Over the last 3 days, I have spent at least 105 minutes on hold between the delivery people, 855-Best-Buy, the store I purchased the appliances from.  4 of those calls "failed" in less than a minute when some one finally picked up the phone, (I now believe BB programs their phones to do that so they never have to deal with customer calls; 1 call I was on hold over 12 minutes until I could actually speak to a real person. That person said, "I know exactly who you need to talk to," put me on hold and after about 1 minute, the call failed; Tonight, I called 855-534-6129 and spent over 18 minutes on hold before a "Jessica" offered to "Help me".  Again, she put me on hold, then I dont know what happened, but I was next talking to "Crystal" at Pacific Delivery service.  The lines had be crossed.  She said it was immpossible for her to help me and she thought the BB people had already closed for the day.  Sure enough, they had closed and no one could help me, I asked for her supervisor but they had already left for the day. There have been other calls, however, after ridiculously long hold times, I finally hung up.  The company I work for is probably 4 tims the size of BB and to my knowledge had never  received a complaint for unbelievable hold times, failed calls ( the only time my I-phone has ever had a fail call was when I was driving thru rural Wyoming about 10 months ago.. Their claims of excellent customer care is completey false.  They practise false advertising and actually mis-lead people when selling the I-phone $99/mo "Protectection plan") Another complaint at another time. I am done with BB.  Although is has be a week after the 14 day return policy period, I am going in person to do this.  I refuse to support an organization that obviously does not practise what they advertise about customer servvie; Who sub contracts to companies who also have minamal customer service.  I won't be sureprised if they put me on hod, some how forget I am there and wait on people behind me and then say, "sorry, we're going to lunch.  Wish me luck?