UNACCEPTABLE SERVICES BY FGO Logistics:
July 17th, Monday at 7:38 am, FGO Logistics, the delivery company, contacted me to let me know that the delivery truck had arrived at my building. The crew used the intercom, which rang my cell phone. Unfortunately, they had my old number on file, even though the manifest specified to call/use my new number. I was out walking my dog, but I explained that I would be there momentarily. I met with the delivery crew and they opened the back of the truck to show me the item. One of the guys said that they need to take measurements and went up to my apartment. He checked the old refrigerator by opening it and moving it out of the enclosure. I told him that I will empty it while they bring up the new refrigerator. He asked me to turn off the water and put my dog away. I also moved furniture out of the way right in front of the guy. Emptying the old fridge took 10 minutes. I then waited for 20 minutes and decided to go back downstairs. To my surprise, the truck was gone. I called Best Buy Customer Service right away and spoke to 3 agents (I was transferred 3 times) before finally the line got disconnected. I tried to use online chat to no avail. Finally, after 5 attempts, I was able to get information about the delivery company FGO Logistics. I tried calling FGO Logistics, but the customer service representative I spoke with was very rude and unhelpful. She told me that I needed to contact Best Buy because you are the ones responsible for the delivery.
I was confused about why the delivery truck was gone without warning or explanation. Even if they thought that the old refrigerator was not prepared, they could have told me this and I would completely understand and accept my fault for not being ready. The guy I was dealing with barely exchanged any words with me ( I am guessing language barrier). However, I think, this delivery crew had no intention to complete the delivery, even after I was told to empty the old refrigerator, to shut down the water (I even moved the furniture and the delivery guys saw me doing it)
Additionally, my last, 6th call, yesterday to Customer Service ended up with a promise that the delivery will be done by the Geek Squad on Wednesday at 315pm. No confirmation email or text message to confirm the scheduled delivery ever came. Today (Tuesday), July 18th, I called again to find out that there is no delivery scheduled for Wednesday and that the delivery is now scheduled to come on Saturday. In total disbelief and shock, I decided to go to the store and cancel the purchase altogether (which I did).
Two days of the nightmare of dealing with such unprofessionalism and total disregard. I waited a whole week for the new refrigerator because the old one is not working properly, only to face the challenge and in the end, we had to cancel the purchase.
This time we experienced the WORSE customer service and delivery services.
In my opinion, FGO Logistics is the major problem and Best Buy needs to replace this vendor with someone more responsible and reliable. Otherwise, you will continue losing customers.
