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New Member
Posts: 2
Registered: ‎01-17-2023

Delivery Nightmare Compounded by Customer Service Nightmare

Last week, I had a dishwasher delivered by a BB 3rd Party, Premier Logistics. It arrived 2 months after it had been ordered because of supply issues. They installed it and left. Apparently not checking or caring that there was a hose leak. I turned on the disposal and there was a massive spark and all the electricity in the house went out. The flood created by the leaking hose blew the circuits and fried the dishwasher. Fearful for my safety and the safety of my house, I managed to turn off the water and unplug the dishwasher which reeked of burning plastic and smoke. 

 

BB customer service said they would help and I spoke to Sherry Stanley who promised to help get the installers back. They came the next day, claimed that the damage was caused by a random spark under my sink which *caused* the hose to leak. Defies basic properties of electricity and water. They were also condescending and rude. I then paid $1500 to have an electrician come in and repair the damage. Brandon Lovelace at BB customer service promised that they would work to have this made right, get a new dishwasher, and also cover their liability. We managed to order a dishwasher that was backordered for a month. While he promised he would check in the next day about the reimbursement for my out of pocket electrician expenses, this is the last I've heard from him. Despite many emails, he has not replied. 

 

I managed to finally find 1 model of dishwasher that could be delivered earlier and endured 2 hours on the phone with customer service to have it ordered. With the explicit promise 4 times that Premier would not do the delivery, as I do not feel safe or comfortable with them. This morning I got a call from Premier that they would deliver on Thursday. I then spent 3 more hours on the phone today to try and get another delivery option. I was finally transfered to someone who said she could help. She then canceled my order, said she was on the phone with the warehouse, and would call me back in 20 minutes. She has never called me back. There are no dishwashers of this model in stock. I have no way of getting in touch with anyone who can help me. The call center employees are useless in their inability to hear anything you are saying or depart from their script. I have given up days of my life to this and am now absolutely stuck. How can it be that you cant' get in touch with the person you've been talking to? How does someone CANCEL an order without my consent and then NEVER call back. This is a horrifying situation and an absolute failure of best buy due diligence and customer service. 

Social Media Specialist
Posts: 224
Registered: ‎10-12-2021

Re: Delivery Nightmare Compounded by Customer Service Nightmare

Welcome to the Best Buy Forums!

 

Hi poulomiq. Thank you for taking the time to stop by our community forums and letting us know about this experience. It is unfortunate that you've had a negative experience with this delivery and installation team. I understand your frustration with all that has happened, and I would be happy to take a look into this for you. 

 

Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you.

 

Sincerely,

Kadian|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎01-17-2023

Re: Delivery Nightmare Compounded by Customer Service Nightmare

 

The messaging system says I cannot send anymore PMs. This is a Kafkaesque situation. 

Social Media Specialist
Posts: 224
Registered: ‎10-12-2021

Re: Delivery Nightmare Compounded by Customer Service Nightmare

I've received your private message and will be responding there shortly. 

 

Kadian|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!