Other Customer Service Support

[HolmanA]

I am writing to share my recent negative experience with Best Buy.  

I purchased a washer & dryer at the Topeka, Kansas store on April 11, 2017.  The units that I purchased were available at several different stores in our community for basically the same price but I chose to purchase them from Best Buy specifically because the sales person told me that I would be able to get the machines delivered and installed on April 20, which was the soonest of any of the retailers that I could have chosen.  I have the receipt from that day confirming that I paid for a stacking kit with a notation that I wanted the units stacked when they were installed.  

After anxiously waiting for 9 days for the delivery date, I took off work this afternoon for the delivery and installation.  When the delivery van arrived at my house they did not have the stacking kit and the delivery person reported that it had been cancelled and refunded to my account after I left the store.  I was told that they would not be able to stack my washer and dryer so I refused delivery of the units.  It was suggested that I talk to the manager of the local store to straighten out what had happened.

Once the delivery van had left, I went straight to the Best Buy store in Topeka, KS.  I spoke to the manager, who told me that it looked like someone had cancelled the order for the stacking kit because it was not available.  The soonest I would be able to get my unit delivered would be April 27, 2017 - now well after the competitors could have delivered it.  Although the manager apologized, he did not actually do anything to resolve my situation or to restore my faith in Best Buy.  The only brand for which they had a stacking kit in the store was LG and their machines were more expensive than the Whirlpool ones that I had purchased.  The best option I was offered was that I could pay the additional cost for the LG units and have them delivered on April 22.  Unfortunately, we have previous commitments that won't enable us to accept delivery that day and I absolutely did not want to pay hundreds of additional dollars in order to receive the washer and dryer that I expected to have received already.

This bait and switch sales practice is not acceptable.  If I order and pay for a product to be delivered on a specific date I do not expect to pay hundreds of dollars to get a different product just because I am desperate to be able to do laundry in my house again.  This is either a case of extremely poor performance on the part of Best Buy or a deliberately misleading sales practice.  Either way you have lost a customer in me and I will be sure to let my friends and colleagues know what a terrible experience I had with Best Buy.

[Mariah-BBY Social Media Specialist]

Morning HolmanA,

Welcome to the Best Buy Support Online Forum Community! I appreciate the time you’ve taken to share your recent Whirlpool washer & dryer delivery experience with us here. It’s discouraging to learn that stacking kit wasn’t in-stock at your local Topeka Best Buy on your delivery date, and it may not be available until 4/28.

Stacking kits are essential if you choose to have your washer and dryer installed in a stacked position. Typically at the time of purchase inventory should be double checked for appliance purchases, and inventory constraints should be noted. I apologize that sales agent you were working with in-store may have missed that step, and didn’t give you a call to update you on the situation prior to your delivery date. It’s equally disappointing that the manager at the Topeka Best Buy wasn’t able to assist you in finding an acceptable resolution.

I’d be happy to review your Whirlpool washer and dryer order to ensure that your experience is correctly documented here at our corporate offices. Plus if your order is still active see what options may be available to help you with this matter.

Can you please send me a private message with your order number? Using the information you provided upon joining our community I was unable to locate it. You can send me a private message by choosing the option to do so next to my name at the bottom.

I look forward to your reply.

Respectfully,