Extremely disappointing delivery experience.
The delivery crew refused to deliver a 30" refrigerator to a second-floor unit, claiming they were not aware there were stairs and that they would need four people to carry it. I have had appliances delivered to this property many times before, and the claim that four people are required to move a standard 30" refrigerator up a single flight of stairs simply does not make sense.
In fact, another team from the same company successfully delivered a 30" stove to that exact unit earlier that same morning.
The most frustrating part was the interaction with the manager, Hugo. When the crew called him, I asked to speak with him directly. Hugo stated that he was in Sacramento and had not seen the property himself, yet he refused delivery solely based on what his crew told him. He had no interest in listening to the circumstances, discussing possible solutions, or reviewing the situation objectively.
When I tried to explain why the reasoning did not make sense and asked him to reconsider, Hugo responded that he "didn't care." He then became confrontational and told me that I should find a different vendor because he would make sure that Best Buy would not deliver to me again.
Unfortunately, this is not the first issue we have experienced with this delivery company. We manage properties and purchase appliances on a regular basis. On multiple occasions, their delivery teams have claimed that a water valve was broken, missing, or otherwise defective, causing us to dispatch plumbers to the property unnecessarily, only to discover that nothing was wrong. After experiencing this pattern repeatedly, it is difficult not to question whether these explanations are sometimes being used as a reason to avoid completing deliveries to units that are not located on the first floor.
Rather than attempting to solve the problem or provide customer service, the delivery was canceled and the refrigerator was sent back to the warehouse. The lack of professionalism, poor communication, and dismissive attitude from management were unacceptable.
We spend a significant amount of money on appliances every year and have worked with many delivery companies over the years. This was one of the worst delivery experiences we have encountered. Best Buy should seriously review the conduct, training, and customer service standards of this delivery contractor and its management team. read more