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New Member
Posts: 3
Registered: ‎03-02-2018

Had dishwasher installed I did not purchase

[ Edited ]

Dear Best Buy

On February 16th, 2018 I came home after work to find a new Bosch dishwasher installed in my home and my 6 month old Bosch stainless dishwasher was removed.  There was paperwork left in my home buy the installers “The Geek Squad”.  Needless to say I was shocked beyond belief.  I did leave messages for the phone number that was on the paperwork and was contacted the next day.  I was told they could not return my dishwasher until Wednesday of the next week due to snow.  After a lot of complaining on my part they did return it on Sunday morning and was told they would send me a Best Buy gift card for a couple hundred dollars.  It seemed to be in good shape but I do have a lot of concerns.

My first concern was I did not know how my dishwasher was treated.  Is there some damage I did not notice and will it begin having problems next week.  My biggest concern was that someone came into our home without our permission, installed the dishwasher without verifying we even purchased a new dishwasher and removed our stainless dishwasher.  This is very unsettling for my family and raises concerns, especially for my young daughter.

I do not know the proper procedure Best Buy follows when making home deliveries but I can only assume the appropriate protocol was not followed in this instance.  A gift card of a couple hundred dollars comes nowhere near satisfying our struggles nor does it guarantee me my 6 month old dishwasher will not have any issues due to being uninstalled, transported a hundred miles away in the back of a truck then returned 100 miles and reinstalled.

I hope to hear from a representative of Best Buy very soon.

Sammy {removed per forum guidelines}

{removed per forum guidelines}

{removed per forum guidelines}

Posts: 2,591
Topics: 28
Kudos: 209
Solutions: 141
Registered: ‎08-21-2017

Re: Had dishwasher installed I did not purchase

Greetings Sammy-

 

Welcome to our Forum and thank you for writing to us about your recent experience. I am sorry to hear that this dishwasher was incorrectly delivered to the wrong address. I can only imagine how surprising it would be to arrive home only to see a different dishwasher in your home. I'm glad to hear that you were able to receive your original one back but I can understand your concern. I'm happy to give you some more information about this process. 

 

Our installation terms require that someone over the age of 18 is present for an appointment. While I understand it's unsettling that the installers entered your home without your permission, was someone present to allow access and give permission to our installer?

 

Regarding your original dishwasher, even if an older product is removed we do our best to keep it in good condition so we are able to recycle it. It's likely that once the dishwasher reached our warehouse it would have not been touched until it was prepared to be taken to a recycling facility. 

 

I apologize for all of the inconvenience that this has caused. Please let me know if there is anything else I can do to further assist you. I'm happy to help as much as I can.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-02-2018

Re: Had dishwasher installed I did not purchase

AndrewB

 

For some reason "likely" my dishwasher was treated well just does not cut it.  Yes, there was someone over 18 in our home.  Our cleaning lady was there but did not know anything about a new dishwasher.  My wife was asked if she knew someone and her answer was no.  Although you may have good protocols in place when you do not follow them mistakes like this happen.  I am not at all happy with the measley gift card that was sent to us for this huge mistake on Best buys part.  I can only guess that you feel like you are too big to fail.

 

Sammy 

Posts: 2,591
Topics: 28
Kudos: 209
Solutions: 141
Registered: ‎08-21-2017

Re: Had dishwasher installed I did not purchase

Hi there Sammy-

 

I apologize that there was a miscommunication and our installers were allowed access to your home to deliver and install this dishwasher. I understand your frustration and I'm sorry to hear you are't pleased with the resolution you have received to this matter. How would you like me to further assist you?

 

Please let me know by responding here or by sending me a private message. You can do this by clicking the button at the bottom of my post. I look forward to hearing back from you so I can look in to this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎03-02-2018

Re: Had dishwasher installed I did not purchase

Why would I want the new dishwasher? It was black and my appliances were stainless. Very disappointed with Best Buy and the whole treatment we have received. It seems as though you don't really care about people's lives and this is no big deal. You came into our home and stole our dishwasher.