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New Member
Posts: 1
Registered: ‎03-07-2023

Botched delivery & installation Case: {removed per forum guidelines}

[ Edited ]
I'm reaching out from a place of frustration with the issues I've faced with my order.
I placed an order for a Samsung washer and dryer on 18th Feb at the Best buy store in Etobicoke, Toronto.
1) The delivery was originally scheduled for 22nd feb, but I then called and had it rescheduled for the 25th Saturday, so I could be home when installation would happen.
2) The time agreed was 25th Sat- 12:00 to 15:00, but the delivery team arrived at 10:30-  I could not accommodate as the elevator was not booked at the time. The team left. 
3) I again scheduled the delivery for the following Saturday, 4th March, this time the team arrived at the agreed time, they delivered the washer and dryer to my unit, but once they opened the item and looked at it, they said they didn't know how to stack this model and left.
4) I talked to the delivery company the same day as well as the Best Buy customer service team (at this point I asked to lodge a formal complaint since an inexperienced team was sent to complete the installation on a $3000 purchase) and agreed to have another team visit and complete the installation on 7th March, between 14:00 to 17:00,
5) On the 7th, the installation team calls me and tells me then are coming at 12pm, which is again outside the agreed window. I was not available and couldn't have them come over.
6) Last I talked to the BOTH teams, and confirmed the installation is to take place on 11th March, between 14:00 to 17:00,
7) As of typing this email, I have the washer and dryer kept in my condo, not set up in an unusable condition.
I'm deeply disappointed with the level of service I've received. I'm not sure why there seems to be such a huge gap in communication between Best Buy, the delivery company & the delivery/installation teams. Each time I agree on a time and date, I have to book the elevator in my condo, to ensure the loading dock and elevator is available, but there always seems to be some disconnect. I do not understand why a team which is not trained in the installation of a product that was purchased was tasked with delivering & installing it. 
If you review my Case: {removed per forum guidelines}, you will see the number of calls I've had to make with the customer service team with regards to this order.
As of today, I've paid $3120, have a non functioning washer & dryer sitting in my condo and I cannot do my laundry, since the old unit was disconnected on 25th February.
I would like to hear from the customer service team on what my options are at the moment, given all the inconveniences I've had to endure so far.
Social Media Specialist
Posts: 175
Registered: ‎12-29-2021

Re: Botched delivery & installation Case: {removed per forum guidelines}

Hi there, Randomx. 


Thank you for reaching out to us on the Best Buy forums, making us aware of this issue. This is certainly not the experience we want for our loyal customers. Our team primarily works with our U.S. stores and customers. Our Best Buy Canada would be the best team to handle this matter, since I can't access your pervious cases or information. I recommend reaching out to our Best Buy Canada team using the options on the Contact Us page on our site, as they will be best able to assist you with your questions/concerns. I will be more than happy to escalate your issue to that team. Can you please send me a private message with your full name, phone number, and email? 


Thank you,


Bryant|Social Media Specialist | Best Buy® Corporate
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