Delivery Rescheduled but I was never told...

Question

I have been a longtime and loyal Best Buy customer. I am a Rewards member along with a Best Buy credit card account holder. Today, I had my first experience of terrible customer service with Best Buy that makes me rethink my loyalty.
I placed Order # (removed per forum guidelines) on 09/05/14 and scheduled delivery for 09/10/14. Shortly after placing the order, I received an email thanking me for my order and information that stated Best Buy would call me the day prior to delivery with atime frame for delivery.
On 09/09/14, the day prior to my scheduled delivery date, I did not obtain a phone call about the time frame of my delivery. Not a big deal I thought, mistakes happen. I logged into BestBuy.com and saw that my order was schedule for a delivery frame of 1PM - 3PM. I made plans to be home during these times and properly secured my dogs so they did not interfere with the delivery.
At 4PM on 09/10/14, my delivery had yet to arrive and I had received no updates on the status. I called 1-888-BESTBUY to inquire on the status of my delivery. I was eventually called back and advised that my order had been "rescheduled" and did not have a delivery date. I explained to the Customer Service Rep that I had not received any information about a rescheduling and he confirmed there were no "notes" in the system. I was offered a delivery date of 09/12/14 or 09/13/14. Unfortunately, my job requires that I work Friday-Sunday (6am-6pm). I explained this to the Rep and scheduled a delivery date of 09/15/14.
After I scheduled the delivery date, I asked the Rep "how is this going to be made right?" The Rep advised that the only thing he could do was reschedule the date and had no control over anything else. I then figured that if my business wasn't important enough for Best Buy to "make it right", I wasn't shopping at the right store. I promptly cancelled my order. When I cancelled the order the Rep didn't even try to keep my business, he cancelled the order without question and the transaction was over.
I am highly disappointed in Best Buy and the customer service that was provided. I understand that mistakes happen, but not trying to make things right is highly disappointing. I have now ruined an entire afternoon due to a simple customer service mistake. I hope that Best Buy will make things right, but I don't plan on purchasing a TV from Best Buy after this poor customer service experience.

Answer 1

Hello ccm2114,
Every customer that reaches out to us deserves to have their issue looked into more than you have received at this point. I would be happy to look into your order and provide you with some information on what happened. As this has never happened to me, I cannot empathize with your situation. However, I will respect your inquiry and look into this for you more!
After using the order number you provided, I took a look into what might have happened with your missed delivery. It appears that on the date your delivery was supposed to occur, your item dropped into a Backordered status. You should have received a call from the warehouse that was performing your delivery to notify you of this untimely inventory constraint.  The phone agent you spoke with should have been able to look up your order, as it sounds like they did. Although, he may not have been able to see the information I did at the time you called in. The system can take a bit to update for the line of sight of all of our agents.
I see that you also spoke with my teammate, Arian, through Facebook. On Facebook, our responses are very much in the moment and can sometimes make it difficult to provide you with an in the moment resolution without having you email into us. Here on the forums it is much easier for us to assist you because we typically have enough of your information to look into your issues before even responding. I apologize if this gave you the wrong impression.
It appears the TV you originally ordered is no longer in that Backordered status; if you would still like to purchase the TV, I would be happy to help you create a new order for it. I will need more information from you in order to help you with this. Please check your private messages by clicking on the envelope in the upper right-hand corner while you are logged into the forums.
My best regards,
JD|Social Media Specialist | Best Buy® Corporate
 Private Message