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New Member
Posts: 3
Registered: ‎03-16-2017

Delivery problem caused damage

Hello there. 

 

I am extremely frustrated at this point. 

 

I purchased a washer from my local (Springfield PA) Best Buy. I opted for delivery, installation, and removal of my old washer. 

 

The washer arrived at the agreed upon time, the team brought it in, installed it, and removed the old washer. 

 

Later that evening my wife put in the first load of laundry. It was a cold water wash of her delicate and knit clothing.

 

To our horror, when the washer sounded the "finished" tone, we discovered that the clothes had been washed in steaming hot water. The installation team had installed the hoses backward. This, in spite of the fact that I had actually pointed out which faucet was cold and which was hot. 

 

I instantly called your Geek Squad service hot line to complain. They forwarded me to another number to file a damage claim. That person took the information, then informed me that because it was a contracted delivery service, I would have to contact their representative directly. 

 

I did that, and have been in communication with Best Buy and that delivery service for over a month. I have sent photos of the damaged clothing. I have typed up detailed time lines of the events leading up to the incident. The response that I have been getting, particularly from the delivery service, has been disappointing at best, and downright insulting at times. Essentially they are telling me that since there is no way for me to actually PROVE that the delivery folks installed the hoses backward, they are prepared to completely deny my claim for damages. 

 

I really would like to have some kind of satisfactory resolution to this incident. I feel strongly that this delivery company, (Spirit Delivery) and the way they are treating me, reflects very badly on Best Buy's reputation. I would hope that your company would be able to find a way to provide some kind of compensation for my loss, and would consider not using this particular company for deliveries going forward. 

 

I have documentation for all of this. Emails, photos, etc. I will be happy to provide them upon request. 

 

Please contact me as soon as you can.

New Member
Posts: 3
Registered: ‎03-16-2017

Re: Delivery problem caused damage

FOLLOWUP:

I am looking on the web at your delivery company (Spirit Delivery). The reviews (in Google, Yelp, and the Better Business Bureau) are all TERRIBLE. Why are you guys using such a terrible company in the first place? 

 

As I said before, the installation folks are responsible for damaging some of my wife's delicate laundry. They have made it clear that they are not going to consider any kind of compensation whatsoever. I hope that Best Buy can see that this reflects really badly on them. I am looking for some attempt at compensation, and for the benefit of others in this area, I would like to hear that Best Buy will disassociate itself from Spirit Delivery in the future

Posts: 3,391
Topics: 57
Kudos: 269
Solutions: 156
Registered: ‎11-30-2015

Re: Delivery problem caused damage

Hello AndrewKoscieza83,

 

Welcome to the Best Buy Support Online Forum Community! I’d also like to thank you for taking time of your day to share your washer installation dilemma with us.

 

How you wash your clothing can really make a difference. It’s discouraging to hear that your wife’s clothing may have gotten ruined due to the incorrect connection of the hot and cold water hoses.

Typically our insurance partner Sedgwick would be able to provide you a single point of contact due to multiple parties being involved, and help you receive an impartial ruling on your claim. It’s discouraging to hear that Sedgwick may have referred you work directly with Spirit’s insurance. I apologize for any frustration that this matter has caused you.

 

Can you please provide me your Sedgwick Claim number in a private message? Please include the best phone number to reach you at. I’d be happy to reach out to them on this matter to request a follow-up on your behalf. You can send me a private message by choosing to do so next to my signature at the bottom.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-16-2017

Re: Delivery problem caused damage

Hello Mariah: Thanks for your message

 

UPDATE:

The same day that my frustrations caused me to write my original posts, I also returned  to the local Best Buy. They have begun a process and I have been contacted by a representative. I will let this new process run its course before responding to your message. I will post a message to you and let you know how this progesses shortly.

Posts: 3,391
Topics: 57
Kudos: 269
Solutions: 156
Registered: ‎11-30-2015

Re: Delivery problem caused damage

Andrew, 

 

Sounds good! Please let me know if you need further help on this matter. I'd be happy to see what options may be available to assist you if needed. 

 

Respectfully, 

 

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!