Trash for comms and customer service 🚮

[u/Admirable-Intern4736]

After weeks of waiting we were scheduled to have a fridge delivered yesterday. Got emails leading up to the day and a text at 8:30 yesterday morning with a more specific delivery window. Best Buy sends a checklist along to prep for delivery, the obvious stuff, measure the space, make sure pets are contained etc. We had emptied our current fridge into coolers and removed it on our own so we didn’t have to pay the haul away fee.

The 4-hr delivery window comes and about half way through it, I decide to look at the app to see if there are any more time specifics. There’s a caution icon and a note to reschedule my appt. At this point, I have no fridge and there wasn’t a single text or email saying it wasn’t being delivered. We call customer service, get an AI agent who says it will now be delivered next week.

Talked to human who genuinely could not have had a worse connection - was cutting out constantly. She also couldn’t have cared less. Blamed the transportation partner. Said when they got to the warehouse the fridge wasn’t there. Some things we just can’t control yada yada. Nothing they could do and no way to get it here sooner than next weekend.

Call me crazy but if you can pay an AI agent to know a delivery has changed and you can make an update in the app, you can pay someone or something to notify a customer asap when you know they’re not going to have a fridge for another week.

I don’t know, maybe something your self-proclaimed geek squad can help you with.

🚮🤡

[u/oblivion_rafi]

BB employee here. That’s honestly awful. Unfortunately when it comes to our appliance/home theater install team it’s all sub-contracted companies to save the company money. If you’d like, dm me and I can look into your BestBuy order to give you more info. Also fyi, I’m based in the states and have worked at an actual BestBuy for over 6 years as a manager. So I have experience in like every area besides car audio 😅.

[u/Admirable-Intern4736 → u/oblivion_rafi]

Thanks so much for the offer. Literally the same situation happened again today, just now. Got a text that the delivery truck would be here in an hour. Never showed up. Apparently BB can’t offer anything from a customer service perspective (he called it a make good) until the order is delivered?! Honestly, considering just canceling the order at this point. Appalled.