03-02-2020 02:27 PM
I utilized the chat feature this morning to get somewhat of a resolution to my issue but needed to voice my experience with the delivery of appliances to a new home.
We purchased a refrigerator, washer and dryer from Best Buy (the sales consultant was great) for delivery on the first Saturday we were in occupancy of our newly constructed home. Though the delivery window was for 3-5pm, they arrived about 1 1/2 hours earlier and we were driving in the other direction and had to turn around to meet them. Good thing we were able to get there because the appliances were already being unloaded and transported to the front door. Neither delivery person greeted us or were very cordial. The washer and dryer were placed in the home and hooked up. The washer has scratches that the delivery personnel said wasn't their fault and took a picture to report it.
My husband and I were in the home doing other things and I noticed them taking the front door off the hinges. My husband stopped them and they said it needed to happen to get the refrigerator through the front door. After my husband told them to stop they were rude and called their supervisor to tell them that we wouldn't allow the removal of the door and if they damaged the frame by moving the refriferator through the door it wasn't their fault. They were going to put the door up against our newly painted wall. My husband spoke to the supervisor and the supervisor asked them to protect our floor and wall with cardboard and then we allowed them to remove the door.
Today, I reported via chat the scratches to the washer and my options were to have it exchanged, which entailed having the washer picked up and after return to the warehouse a new washer would be delivered, or a compensation of $71.25. We decided on the compensation because the former solution would involve having Best Buy delivery personnel at our home twice. If we wanted to ensure the same delivery people did not deliver to us again, we would have to go to the store to request this. It pains me that I have a brand new washer with damage already and the solution was not as easy as "we'll deliver a new washer as soon as possible." And our inconvenience and experience with the delivery personnel is worth more than $71.25.
03-03-2020 02:45 PM
Good afternoon, nancyp2020,
Thank you for taking the time to visit us here on our community forums and letting us know about your appliance order. Buying a new set of appliance is a big purchase and I know I would want everything to be perfect if I were in your shoes. Our Geek Squad Client Care team is best suited to help look into what options are available moving forward to help you with this delivery. They can be reached at (800) 304-1259 from 8 a.m. to 11 p.m. CT, seven days a week. Please don't hesitate to let us know if we can assist you with anything else!