Best Buy missed my delivery, gave me false information, then rescheduled it without my consent
I ordered a 100 inch Hisense television from Best Buy with home delivery, unboxing, assembly, and placement on my stand. Delivery was confirmed for July 13 between 3:00 p.m. and 7:00 p.m. Nobody arrived. Nobody called. I contacted Best Buy three times during the delivery window. Each representative told me the delivery was still scheduled and instructed me to continue waiting. The following day, the appointment page still displayed the expired July 13 appointment. I then spent approximately one hour on the telephone with another Best Buy representative while she contacted Best Buy’s third party delivery company. I was promised calls from both the delivery company and Best Buy within 30 minutes. Neither called. Instead, Best Buy sent me an email rescheduling the delivery to July 27, with a twelve hour arrival window from 7:00 a.m. to 7:00 p.m. Nobody asked whether the new date was acceptable. I called the delivery company myself and rejected the new appointment. Best Buy dispatch then contacted me to confirm cancellation. The television was never delivered. Best Buy wasted two days of my time, repeatedly supplied information which proved false, failed to honor promised callbacks, and moved the appointment by two weeks without my consent. This was not a single delivery error. It was a complete breakdown in scheduling, communication, contractor management, and customer service. I cancelled the order and will purchase the television elsewhere. I would not trust Best Buy with another large item delivery The situation continued after I posted my original review. On July 14 at 1:43 p.m., a Best Buy dispatcher named Nick called and verbally confirmed cancellation of the order and a refund to my original payment method. I received no written confirmation. On July 15, Best Buy posted the full charge to my Apple Card. The charge pushed the account over its credit limit. I disputed the transaction with Apple, which later applied a provisional balance adjustment. That adjustment came from Apple, not Best Buy. At 9:38 a.m. on July 15, a Best Buy representative named Candice said the order was in pending cancellation status and that Nick had entered a “cancel in transit” note. She said the television originated from the Abercorn Street store in Savannah and that the process would take 24 to 48 hours. She said she would follow up with the store if the cancellation had not completed by the end of the day. I received no follow up. On July 15, the order still showed “out for delivery.” On July 16, it continued to show “out for delivery,” together with the contradictory instruction that I needed to schedule delivery. At 2:40 p.m. on July 16, another representative, whose name sounded like Denis or Dennis, said the cancellation had to be “pushed through the system.” He promised a confirmation email within 15 minutes and a refund within 24 hours. At the time of this update, Best Buy has provided no written cancellation confirmation and no refund. Denis’s statements are another promise, not evidence that the issue has been resolved. Best Buy failed to deliver the television, failed to communicate, rescheduled without approval, failed to process the cancellation, charged my account after verbally confirming cancellation, and has still not refunded the money.