So we ordered a desk for the new office from Best Buy at the end of June. It’s an oversize item, so delivery was scheduled through the Best Buy home delivery service. We’ve dealt with them before (when we got the massive TV of doom in 2003) and I remembered the service as being prompt and easy to deal with.

A lot can change in three years, apparently.

First, we got a call two days before the confirmed delivery date (the 17th of July) from the warehouse. “It’s weird,” said the delivery guy, “but it’s just not here. We’ll call you in a couple of days to reschedule.”

Okay. Well…okay. So we waited a couple of days. No one called. I finally called the customer service line. “I’m just wondering where my desk is,” I said.

“I show that it’s scheduled for delivery for the 19th of August,” said the rep.

I think I may have managed something more articulate than “WHAT?!?” but I can’t guarantee it. “That’s - that’s ridiculous. I didn’t authorize that. No one’s even called me.”

“It looks like I can schedule you for the 25th of July, if that would work better.”

Since this month is sooner than a month from now I said yes, it would work better, and the delivery was rescheduled. I had my reservations, but the day before the delivery date we got a call saying the desk was in and would be delivered on schedule, between the hours of 9 and 11 am. Hooray!

So Happy Fun Baby and I woke up at the crack of dawn (i.e. the same time Not So gets up every morning) and headed over to the office, which was empty except for a desk chair and a printer. It was hot, and it was boring, but we persevered.

And persevered. And…11 o’clock came and went. Happy Fun Baby, who had had enough around 10, was practically inconsolable, and I was righteously annoyed. I called the warehouse directly (all hail Caller ID), where I was told that the driver wanted to speak with me.

“It’s the weirdest thing,” he said. “I show that it’s here on paper, but when we were loading the truck this morning we saw that it hadn’t come in.”

“Why didn’t anyone call me?” I asked.

“Well, you know, it was six o’clock in the morning when we were loading the truck…”

“I’ve been here since nine a.m. In an office with no air conditioning. And a cranky seven month old baby.”

“I’m sorry,” the driver said. “It’s not here.”

So we schlepped furiously home and I furiously called Best Buy customer service, where I was told the following:

1) No no, the desk is being delivered today. You just didn’t wait long enough.

(Um, the desk isn’t there. I could have waited all day; wouldn’t have made a difference.)

2) The order can’t be cancelled, since delivery has already been scheduled, and

3) So sorry, but Best Buy managers don’t speak to customers.

…WTF?

I shouted something to the effect of “THAT’S THE MOST RIDICULOUS THING I’VE EVER HEARD! CANCEL MY ORDER RIGHT NOW!” and hung up. In the most mature, non-temper-tantrum-y way possible, of course.

And then, seething, I sent a bitchy e-mail to their corporate headquarters. And the Better Business Bureau. Because repeatedly failing to deliver goods paid for and scheduled? Really not a good business practice.

It’s too bad, because we’d done a lot of business in the past and undoubtedly would have continued to do business with them in the future had they at least treated us with the slightest bit of respect. They could have been up-front about the availability of the desk. They could have called us when they realized the desk wasn’t going to be there when promised. Refusing to let me speak to a manager (despite my repeated requests), though, was pretty much the last straw. Since when is that not considered a shady business practice?


technorati tags:best buy, customer service, suckage


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