BestBuy.Com

[WendyG]

We just installed our washer and dryer and they don't match (and the washer has a huge scratch on it).  The washer is bone and white, the dryer is all white.  We purchased them in September of 2011 and we just installed them.  They have been in storage In their boxes from the date they were delivered until they were installed this week.  I called the store we purchased it at and spoke with several people including the store supervisor.  They are unwilling to do anything about them being mismatched because we purchased them too long ago.  Who knew I needed to open a box to check for scratches and to see if the units matched? 

So, I called Whirlpool.  They referred me back to Best Buy.  Why?  Because in September of 2011, Best Buy sold me a 2011 dryer and a 2009 washer.  Unless you never rotate stock, why would you even have a 2009 washer on hand?  Also, Whirlpool informed me that they don't even make a two-tone Duet.  How do I happen to have one then?  Because this washer has been somewhere that discolored the plastic parts and made them bone or it was refurbished or...???

How in good conscience can Best Buy not take these back and make it right?  How can you ethically sell me a two year old washing machine and not tell me?  This machine looks like it was used for those two years and then returned to Best Buy who then sold it to me.  If anyone from Best Buy would bother to look at the machine, they can tell there is clearly something wrong with it. And it is nothing I could have possibly done to it. 

I even offered to return it and buy something new for more money.  I just need the machines to match like they should and I need Best Buy to stand up and admit that somehow you made a mistake and make it right.  So, I have spoken to the store manager, now I want the name of the regional manager. 

Do the right thing Best Buy, own your mistake and fix it.

[WendyG]

We just installed our washer and dryer and they don't match (and the washer has a huge scratch on it).  The washer is bone and white, the dryer is all white.  We purchased them in September of 2011 and we just installed them.  They have been in storage In their boxes from the date they were delivered until they were installed this week.  I called the store we purchased it at and spoke with several people including the store supervisor.  They are unwilling to do anything about them being mismatched because we purchased them too long ago.  Who knew I needed to open a box to check for scratches and to see if the units matched? 

So, I called Whirlpool.  They referred me back to Best Buy.  Why?  Because in September of 2011, Best Buy sold me a 2011 dryer and a 2009 washer.  Unless you never rotate stock, why would you even have a 2009 washer on hand?  Also, Whirlpool informed me that they don't even make a two-tone Duet.  How do I happen to have one then?  Because this washer has been somewhere that discolored the plastic parts and made them bone or it was refurbished or...???

How in good conscience can Best Buy not take these back and make it right?  How can you ethically sell me a two year old washing machine and not tell me?  This machine looks like it was used for those two years and then returned to Best Buy who then sold it to me.  If anyone from Best Buy would bother to look at the machine, they can tell there is clearly something wrong with it. And it is nothing I could have possibly done to it. 

I even offered to return it and buy something new for more money.  I just need the machines to match like they should and I need Best Buy to stand up and admit that somehow you made a mistake and make it right.  So, I have spoken to the store manager, now I want the name of the regional manager. 

Do the right thing Best Buy, own your mistake and fix it.

[WendyG]

We just installed our washer and dryer and they don't match (and the washer has a huge scratch on it).  The washer is bone and white, the dryer is all white.  We purchased them in September of 2011 and we just installed them.  They have been in storage in their boxes from the date they were delivered until they were installed this week.  I called the store we purchased it at and spoke with several people including the store supervisor.  They are unwilling to do anything about them being mismatched because we purchased them too long ago.  Who knew I needed to open a box to check for scratches and to see if the units matched? 

So, I called Whirlpool.  They referred me back to Best Buy.  Why?  Because in September of 2011, Best Buy sold me a 2011 dryer and a 2009 washer.  Unless you never rotate stock, why would you even have a 2009 washer on hand?  Also, Whirlpool informed me that they don't even make a two-tone Duet.  How do I happen to have one then?  Because this washer has been somewhere that discolored the plastic parts and made them bone or it was refurbished or...???

How in good conscience can Best Buy not take these back and make it right?  How can you ethically sell me a two year old washing machine and not tell me?  This machine looks like it was used for those two years and then returned to Best Buy who then sold it to me.  If anyone from Best Buy would bother to look at the machine, they can tell there is clearly something wriong with it. And it is nothing I could have possibly done to it. 

I even offered to return it and buy something new for more money.  I just need the machines to match like they should and I need Best Buy to stand up and admit that somehow you made a mistake and make it right.  So, I have spoken to the store manager, now I want the name of the regional manager. 

Do the right thing Best Buy, own your mistake and fix it. 

[ncoclub]

From what I have read, this may be the crux of your issue. When the set was delivered you signed a receipt from the delivery personnel. This receipt basically says that you accepted delivery and that what was delivered was inspected by you, not damaged and acceptable as far as what you purchased (color)/model ordered etc. Unfortunately it is obvious that you did not perform this inspection before signing. In a perfect world at some point in your purchase process the return policy should have been explained to you more thoroughly. The ball is in best Buys court now. A moderator should be getting back with you in 3-5 business days. Be firm but be polite. They may or may not do something for you but don't give up if the first answer is not to your satisfaction. I have read in this forum of customers getting full refund/return/exchange of products in cases just like yours. Good Luck.  

[Mariel-BBY Retired: Community Connector]

Hello WendyG-

Allan, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi WendyG,

I have to admit that after reading your description of this, and hearing how long ago you purchased these appliances, I can certainly understand the challenges this entire situation presents us.

The return or exchange period for these appliances is 30 days from the date they were delivered to your home, and this is why the store is telling you they can’t return or exchange the units.

I would like to see if there is anything we can offer in this matter, and I am sending you a private message to gather some personal information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,