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Posts: 1
Registered: ‎03-04-2020

Appliance delivery and install

Purchased a washer/dryer from bestbuy.com. scheduled delivery and installation for 3/3/20. Purchased as a wedding gift for my daughter. Delivery/installer shows up with no tools and asks to borrow tools from my daughter to use to install the appliances. After installing the washer, the tech "Chaz" realizes the washer isn't working. Couldn't install the dryer because he had no tools. Takes the washer and leaves. Tells my daughter that she needs to schedule another delivery for the replacement washer. Now I'm involved. Called the "Resolution" department at the 800-304-1259 and was told to call the local store. Called the local store, and after getting past the gate keeper I finally get to talk to Anthony at the McDonough, Ga. store. He at least shows a little concern for the issues. He then tells me that I have to call back to the "Resolution" 800 number, as BB uses a 3rd party for delivery and installation and that products are shipped from a distribution center in Buford, Ga. Well, I didnt purchase the appliances from a 3rd party, I purchased them from Best Buy and would like a resolution from Best Buy. So, back to the 800 number where I talked to "Brandi" who makes it clear that I'm really not a frustrated customer, but more of a bother to her. She tells me that the best she can offer is to send an email to the distribution manager to see if they can deliver the replacement washer at a time that fits my schedule instead of me having to work around their delivery schedule. Did I mention I'm the "customer"? Well, now I'm waiting on "Brandi" to call me back...and being that's it's already 4:05pm eastern, I'm not expecting much from Best Buy today. Ugh!! I simply can't understand how a company as large as Best Buy can put the responsibility back on the customer to rearrange their lives when the issues began within their own organization. If I cant get an adequate resolution from BB, my next course of action will be to get a refund and take my business to someone who might place value on it.
Posts: 7,191
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Registered: ‎12-23-2016

Re: Appliance delivery and install

Hello, RLamp1969,

 

Welcome to the Best Buy Community forums. I'm sorry about the issues you are having with your delivery. Having a defective appliance or incomplete install is already frustrating. Being redirected to multiple people and still not getting help only makes that worse.

 

Please send me a private message through the link in my signature with your name, email address, and phone number, a long with the order number so I can review this for you. Please also let me know if that dryer was left at the home, or if it was also returned along with the defective washer.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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