Hello. I am writing to share my delivery experience trying to get our refrigerator exch...

GetHuman-lizcream's customer service issue with Best Buy from January 2019

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Hello. I am writing to share my delivery experience trying to get our refrigerator exchanged. We purchased a new refrigerator in December after Christmas and had our initial delivery on January **th. Unfortunately the model we purchase was slightly too large for our space. The delivery guys left the fridge there as a loaner and we went back to the store to pick out a smaller one to exchange it for. We decided to go with an open box model that they had available. The delivery was scheduled for Wednesday, January **rd. We received a phone call the night before that confirmed our delivery window would be from *-*pm. I had to stay home this day and rearrange my plans to be here for the delivery. I had also removed all of the items from the loaner fridge and moved them in bags to our old refrigerator in the basement. I waited around until *:** thinking there might have been a delay when I decided to call the local delivery main office. I called and they then called the delivery drive to get a new ETA. It was then that they told me they did not have my refrigerator on the truck, that it had not arrived at the warehouse. They explained that even though it was an open box model that they had to send it from the store in Dublin, OH to Cleveland, OH, then back to Grove City, OH to their distribution center to then be delivered to me where I live about ** minutes from the Best Buy store. That due to this is must have gotten delayed in transit. No one could tell me where it was though. I can understand that things happen but what I cannot understand is that someone would not have contacted me as soon as they discovered the delay so that I did not waste my time moving everything around and waiting around all day for a delivery that wasn't going to happen. I then received a call from customer service a couple of hours later to understand what happened and to reschedule my delivery. The customer service agent I spoke to suggested rescheduling the delivery for Saturday to make sure there was enough time for everything to arrive so we did not have to go through this again. So we confirmed delivery for today, January **. I called the local delivery main office yesterday to confirm my delivery. They said yes everything was good to go. I then received and automated call around *:** last night confirming my delivery window from **-* today. Around **:** I had still not been contacted so I called the delivery main office again to find out what was going on. It was then that it was discovered that once again - the refrigerator had not arrived and that delivery needed to be rescheduled again. For the second time. Further investigation discovered that on THURSDAY - the day after the original scheduled delivery - the store realized that the refrigerator was still sitting in their store. That a label had been created but it had not been shipped out. So because of this delay - the truck arrived late and they were not able to send it out today. Once again - no one contacted me as soon as this was discovered - so I once again had cleared everything out, and had been sitting around waiting for the delivery. The major delays have been frustrating but the complete lack of communication is completely beyond acceptable. Had someone simply given me a phone call on either occasion it would have been much less of a hassle as I wouldn't have wasted so much of my time. It now sounds like the refrigerator has arrived at the distribution center, but I won't be able to get it until Tuesday as you all do not do Sunday deliveries and there is no availability on Monday. So I will once again have to rearrange me schedule to be home for the delivery. I would like to know what kind of compensation is available to me to make up for the many hours of wasted time I have had to endure due to two major failures in communication. At this point I am almost hesitant to believe the refrigerator will actually be delivered as schedule on Tuesday based on all the hoops I have had to go through to get any kind of real information about what is going on. The order number for this incident is **************. Thank you. Liz Creamer
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Best Buy

Customer service issue
Reported by GetHuman-lizcream
Jan 26th, 2019 - 3 mons ago
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Jan 26th 10:45pm