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New Member
Posts: 1
Registered: ‎01-22-2019

Delivery Complaint, what is going on?

I originally ordered my refrigerator and washer 12/14, with a delivery and installation date for 12/23. On arrival both appliances had significant damage from the delivery process. The refrigerator had a hole punch in its side and the washer had a large caved in portion on its side, along with a gash on the face of it. With the damages I refused both items. I expected a refund but the charges were never credited back to my card. I come to find later that the appliances were waiting to be rescheduled for delivery. So I called in to voice concerns of recieving the same damaged goods, the Bestbuy representative assured me that when things are damaged during shipment and refused at delivery, best buy replaces it with the same item. With that said we rescheduled for 1/22. One month later.
The delivery is scheduled for a two hour window from 3:30pm to 5:30pm. After a 6 hour wait, the delivery truck drivers finally called to see if the item could still be delivered. This is at 9:30pm. I took a look at both appliances and the refrigerator was in good shape. It looked to be the same washer machine, as it had the same dent on the side. I decided to take the items, so I told the delivery guys where to install them and that's when things got out of hand. The delivery guys began yelling at one another, that the installation is not in their work order and that there is no way that they are going to install it. So I call customer care and they confirm that delivery and installation is what i signed up for. At this point the delivery guy begins yelling into my phone, explaining to the customer service "delivery escalation" agent that they were only scheduled for 19 mins. And that they would not be installing the units because 19 mins was not enough time. At this point they had already began to take the washer machine back. Between the time I inspected the units in the truck and the phone call with customer care both of my appliances are sitting in the rain by the truck. Something like 20 mins. I have never experienced something like this. I took out a credit card with Bestbuy to purchase these items. Now im told to call back in the morning, because I have to wait until the items are checked back in so that they can be rescheduled for delivery. Apparently since I did not technically refuse them and the delivery guys made the decision, my only option is to have the same delivery company deliver the exact same units. This seems like a huge waste of time. What am I supposed to do? I am totally disappointed
New Member
Posts: 3
Registered: ‎01-23-2019

Re: Delivery Complaint, what is going on?

Best buy is literally the worst!! They use horrible delivery companies! I would refuse and go elsewhere
Posts: 2,332
Topics: 96
Kudos: 250
Solutions: 107
Registered: ‎10-19-2017

Re: Delivery Complaint, what is going on?

Hi there JulioCFC,


Welcome to our forum Community, though I wish we were meeting under better circumstances. It doesn’t sound like your delivery and installation experience for your fridge and dishwasher went how we would like either of the times teams came to your home. It certainly isn’t our intention for units to be damaged or for there to be confusion about installation. Beyond that, professional behavior is something we expect of all representatives so what you describe doesn’t sound on par with those expectations at all.


So I can take a look at this situation and see what options may be available for you going forward, can you please send me some additional information? I’ll need your full name, phone number, email address, and order number. To keep your personal information secure, please use the “private message” option in my signature below once you’re signed into the forum.


Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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