Have had to reschedule delivery multiple times -- and need to reschedule yet again

Question

I sent the following to [email protected] which the customer service rep I spoke to on the phone said was the only way to contact someone higher up in customer service:
To Whom It May Concern,
re: case ID#{removed per forum guidelines}
As you can see from the email below, I was expecting to have a Frigidaire Gallery refrigerator delivered to my home today. I did not receive a call last night, so I called this morning to find out my two hour window. I was told I didn't get a call because it was in the system with a Feb 13 delivery date. 
This is the fourth time I've had to reschedule delivery and I am very frustrated. I had made special arrangements for my husband to be home today for the delivery. He needs to be here to check the water hook up. Given his work schedule, arranging a day that works for him is very difficult to do. Today was the perfect day.
I have rescheduled the delivery for Wednesday. I have asked for the delivery to be as late as possible -- 6 PM or after would be ideal. Given this is the fourth time I am working to schedule this delivery, I would appreciate it if you would contact the local BestBuy delivering this refrigerator and get it on their schedule for Wed, 6 PM or later.
BestBuy's 12 hour delivery window which is in place until 9PM the night before when customers are finally given a 2 hour window is very difficult to work with. It is not at all customer friendly. At least a 4 hour window from the onset, which is also difficult but what other companies do and better than a 12 hour window, would be much preferred. I would encourage BestBuy to go back to this.
Thank you in advance for your help in this matter.
The above was in response to this email:
-------- Forwarded Message --------
Subjectate:
Your appointment is rescheduled for Monday, January 19, 2015
Wed, 14 Jan 2015 22:48:22 -0600
We have rescheduled your appointment date
Hello J,
We have rescheduled the appointment of your item(s) below. Your new appointment is Monday, January 19, 2015....
I have not received an email in response. Instead, I received the following:
Your appointment is tomorrow
Hello J:
The big day is almost here! We are scheduled to arrive tomorrow, Wednesday, January 21, 2015, between the hours of 9:30 AM and 11:30 AM. We will also contact you prior to your appointment at the phone number you provided when ordering.
Once again, this delivery time will not work. When I called customer service, they said it was too late to reschedule that it's already on the truck, the delivery person will come to the door, when I'm not there, they'll take it back to the store and I can then call for a new delivery date. What a waste of that person's time! I would call the store directly to reschedule, but they don't open until 9 AM when I'm not available to make the call.
Again, I say:
BestBuy's 12 hour delivery window which is in place until 9PM the night before when customers are finally given a 2 hour window is very difficult to work with. It is not at all customer friendly. At least a 4 hour window from the onset, which is also difficult but what other companies do and better than a 12 hour window, would be much preferred. I would encourage BestBuy to go back to this.
I understand I could pay $60-80- some amount of money for a specific time, but why do I have to do this? I have already spent thousands of dollars at Best Buy for a refrigerator. Why can't Best Buy work with me on an afternoon or evening 4 hour window? I expected better customer service from Best Buy.

Answer 1

Hello jharry, 
Having such a major appliance be rescheduled for delivery multiple times would cause quite a hassle, especially if you have a difficult work schedule to work around. It is disheartening to hear that we have been unable to deliver this unit in a manner that has been simple and pleasant for you. 
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 geographically to fit the appointments scheduled for the day. This can make specific time slot requests difficult to accommodate; however, if the delivery is coming from a store, you may be able to pay for a particular time frame as you mentioned.  
With that said, I presently see that you are scheduled for delivery on 1/31/15. I apologize if this has not been the most ideal experience for you, and for any hassle you may have experienced. Please feel welcome to follow up with us after your delivery or reach out to us with any questions you may have. 
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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