04-13-2021 01:49 PM
We ordered an LG fridge, washer and dryer on 3/31 and the 1st attempted delivery was scheduled for Friday 4/2 between 12-6pm. The delivery team arrived on time and as soon as they came in to inspect the delivery pathway and locations in our condo, we were told that they would need at least 3 men to carry the fridge up our flight of stairs (as our kitchen was on the 2nd floor and laundry room was on the 3rd). They asked us to reschedule and request for at least a 3-4 men team so that there would be enough support to carry our appliances. Understood - so we called in the next day to reschedule and asked them to "Request" for at least 3-4 men to carry our fridge up the flight of stairs.
Second delivery attempt was scheduled for 4/7 and while they were nearby, the delivery team had called my husband beforehand to mention that they saw the "note" for the request for 3-4 men to deliver and carry our fridge but only had 2 men with them at the time. Delivery could not be made yet again, due to the lack of a "proper" request being made, even though we made this request over the phone the last time around. I had to take time off work for this particular day assuming everything would have been delivered without any further issues.
The 3rd and most recent attempted delivery attempt was set for yesterday 4/12. We had made it known to the rep over the phone that they must fulfill the request for the 3-4 men team in order to deliver and carry our fridge. We had called in the day prior as well to ensure the request went through beforehand. My husband had to take time off work on this day as the delivery window was set for 7am-12pm. Upon arrival, the delivery team had informed us that they had all 3 of our appliances (even though our dryer was said to be back ordered until May). Since we were not aware that we would be receiving the dryer so soon, we did not have the stacking kit available (as it was sold out with Best Buy), so we ordered it from Amazon instead. One of the members of the delivery team then proceeded to tell my husband that the they could deliver our washer and dryer but would be installed at a later time, since we did not have the stacking kit. Again, understood, but they also told him they could not deliver and carry the fridge, yet again, as it was "too wide" and could not fit through our stair way.
Now if this was the issue was from the beginning, why was it not addressed? We were only told that they did not have enough men to carry our fridge up our flight of stairs the first time around. Now that we had made the request for the proper amount of men needed to carry the fridge, we were now being told that it was too large and would not fit up the flight of stairs. Mind you, we had measured everything to ensure that the purchased fridge would fit no issues. We were even told that it was too large to fit even if the doors and handles had to come off. Does not make sense as the measurements posted on Best Buy's website mentions that the depth (w/o) handles would be 33 3/4 inches and our stairway measures about 35 inches. The rep over the phone even mentioned the delivery could be made if the doors came off.
We are now getting the feeling that no one wants to deliver our fridge due to our stairs or its "too heavy". Due to the last failed attempted delivery and install, we have rescheduled for a 4th and possibly the last delivery attempt. This has been nothing but a mess and headache for my husband and I. We have never experienced so much of an inconvenience for products that we paid good money for. I'm already under the assumption and expecting this next delivery to not fall through yet again. If so, we will take our money and business elsewhere, where we wouldn't be given so much grief about our stairs.
04-13-2021 06:44 PM - last edited on 04-15-2021 09:37 AM by Bill-BBY
Welcome to our community, AjPorter,
Thank you for reaching out to us! New appliances would be a welcome addition in any home, and I can understand your desire to make the delivery team aware of your unique site location concerns. Having to reschedule multiple times is never ideal, and I regret that we had to meet under these circumstances.
While Best Buy will always attempt to deliver and install an item, there may be unforeseen complications due to unanticipated job site obstacles. The best way to ensure that services can be completed would be to remove any railings, banisters, and shelves prior to the scheduled date, as our teams are not permitted to remove these items themselves. You can find more information in the link here.
With that being said, I’d be happy to take a deeper look into our options. I can see that you’ve also sent us a private message about this issue. Please check your private messages going forward, as I’ll be reaching out to you there soon.
04-28-2021 12:39 PM
UPDATE on our appliances delivery and installation (or lack of)
Finally had our fridge installed AFTER we had to repurchase for a smaller size so it would no longer be an "inconvience" to the delivery team to install and carry and up our stairs.
But of course, more problems arose when it came to our washer and dryer installation. It took them another 2 failed attempts to complete the installation in the time that we were told.
This is now the 5th appointment we've had to reschedule for the installation. On 4/16, yet another day where I had to rearrange my work schedule to be home for the anticipated washer/dryer install, we received an email that they were on the way (ETA 1-2PM). Sure enough, 4pm came around and no one showed up. Not surprised. I called in to see if there were any delays and yet again, we were told we had to reschedule. Their reason this time around was due to "the technician not having the dryer vent" like we had requested 2-3 rescheduled appointments ago.
Rescheduled now the 6th and LAST time ever with Best Buy, for the washer/dryer installation. On 4/24 the team actually showed up with the dryer vent kit that was apparently missing from the last few deliveries, but NOW, apparently, we were missing an adapter for the gas dryer since the size of the valve was different. This was not addressed the first time around when the dryer was initially delivered, only the vent kit was missing.
This was the last straw and we no longer wanted to deal with Best Buy and their lack of proper communication and execution to professionally deliver and install our appliances. Seeing that this was the 6th and last rescheduled appointment we've had with them, we did not have the patience to call and reschedule YET AGAIN.
I found a local installation company that was able to complete the installation that Best Buy failed to do one too many times. They were responsive and helpful and even went as far as scheduling us for next day service to complete our washer/dryer installation. Even then, we were told that the "adapter" that the Best Buy delivery/install team advised us to order would've caused a leak in the long run and the dryer vent kit provided by them was not the correct one. The install company provided the correct materials at no additional cost since it was apparent that this was not the first time they've heard of this about Best Buy.
Through all of this horrendous experience we were always told that we would receive some type of compensation or gift card for all the inconviences we have experienced on our end, which we have yet to receive. If I could warn anyone about ordering new appliances, it would be to never purchase from Best Buy and to not even expect them to deliver in a professional and timely manner unless you want your time wasted.
04-28-2021 01:11 PM
Thank you for reaching back out to us. We sincerely appreciate you choosing us for your appliance needs, and I wanted to thank you for the additional feedback. Having to reschedule multiple times is never ideal, and I can understand your concerns if you had to seek help from a third-party. I’d be happy to document what had happened here at our Corporate Office, where it will be made available for future coaching opportunities. Since some time has passed since we last spoke, I would need to re-confirm your personal information, To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.