Delivery & Installation

[UnhappyJoe]

We had a nightmarish experience with an LG washer/dryer unit a month ago with took three trips to get right and eventually cause us so much trouble we ended up with a Best Buy giftcard, which we used to order a dishwasher...  big mistake. I should have just thrown the gift card in the garbage and never done business with this company again.

Whatever you do, DO NOT ORDER APPLIANCES FROM BEST BUY.  They contract delivery and installation to third party companies, which seem to be completely overbooked and incompetent. I have no idea what it is, but as I write this, I'm sitting here on hold with customer service for almost 2 hours as they try to get a hold of the delivery drivers to see where my dishwasher is.  My window today was 7 - 1pm,  no one showed up, no one called.  This is the second time this has happened with the dishwasher. Our original appointment was two weeks ago, they didn't show up then.  The weirdest part about it is Best Buy customer service has no way to get in contact with the delivery/installation people.  All they can do is leave notes in the system.  But so far, here I am, waitng for dishwasher installation for literally two weeks and Best Buy just magically can't seem to find out what's going on, where my property is - where the drivers are, or why no one shows up?

This is an absolute trainwreck of a company to deal with, when it comes to customer service.  Like I said, I blame myself for continuing to do business with them after they put us through hell for nearly a month with our washer/dryer,  I should have just taken their gift card and burned it.  As soon as someone answers, I'm canceling this order and going with Home Depot,  who I have never had an issue with.

[UnhappyJoe]

And the story continues...

Finally got someone on the phone - they assured me they would speak to "dispatch" right away and make sure they show up with my dishwasher by the end of the day. The operator then took my number and promised to call me back in "10 to 15 minutes" to let me know what's going on. I fell for it, sadly.  Got off the phone.  Sure enough, it's been over an hour. No call. Now I sit on hold yet again,  hoping for some kind of resolution to this nightmare.

[UnhappyJoe]

Called again this morning, sat on hold for an hour and finally got someone - had to explain the whole story again and finally got transferred to a supervisor. At this point, all I want is to cancel the whole thing. After two no-shows and hours spent on the phone with no resolution, I want a full refund. Get this, THE SUPERVISOR CAN'T REFUND MY INSTALLATION OR HAUL AWAY YET because the dishwasher is still marked "in transit" in their system and hasn't been cleared out. They claim they can't do anything until the system updates and it "usually takes about 24 hours..."

So I have to call back again to get my refund.

I have no idea how Best Buy is still in business. Their applicance section seemed to be one of the last hold-overs keeping them alive, and reading these threads and basically everywhere people post about their delivery/installation experience, this is a widespread issue nationwide. Unfathomable to me that they have no problem with multiple no-shows when people are taking days off of work and waiting around for an entire day, while nothing shows up. Mulitple times. To add insult to injury, the customer service reps on the phone seem to be virtually powerless. They can't contact the delivery drivers, they can't schedule you a better date, they can't even clear out the order and give a proper refund. Why does the call center exist at all?

Also, posting here - a last stand at some kind of resolution, and I'm a little surprised non of the social media reps have bothered to respond or reach out. Literally everywhere I turn with this company and I get the finger. Unbelievable.

[jdogg836]

This forum isn't intended for immediate support, the moderators will reach your post within a few days.

[AndrewB-BBY Social Media Specialist]

Welcome, UnhappyJoe,

Thank you for taking the time to reach out to us here on our community forums and letting us know about your experience with this order. I know that getting a new appliance should be an exciting experience and I can understand your frustration to encounter problems with this delivery. I appreciate you providing your feedback about this process.

Based on your message, it sounds like the decision was made to cancel this order. Is that correct? Is there anything I can do to assist you at this time? Please let me know if I can do anything to help at this time!