Delivery & Installation

[mruesink]

I ordered a laundry unit to be delivered. They delivered it on 1/13/23 and thankfully the delivery drivers showed me it was damaged before bringing it to my condo. So I sent it back and called to have a new one delivered; or so I thought. The representative I talked to at Best Buy assured me they would check the next unit for any damage before delivery on Monday, 1/16/23. At 6:30 am on 1/16/23, I get a call from the installation tech that he is on his way but that my delivery looks strange. I explain that I don't have the unit yet and he says he'll call back. I ended up waiting until the call center opened at 8:00 am to only find out that the representative who "scheduled" my delivery for 1/16/23 actually didn't and there is no delivery expected for that day. The new representative scheduled a delivery for 1/19//23, the soonest date available according to him. I get off the phone and see that I have a confirmation for 3 different appointments. He scheduled delivery, haul away, and installation on 3 separate dates. I do work a full-time job and have already stayed home 2 days for the item that I still don't have. To be expected to remain home 3 more days is ridiculous because they can't get their stuff together. So I call back, get disconnected after I ask to talk with a manager. I call back, get told they can't help me and transfer me to someone who finally seems to know what he's doing. Says he submitted a ticket to prioritize my delivery and installation and to expect an email and/or text within 48 hours.So, yet another delay. I try chatting with a representative on-line who looks into everything and says the soonest they can schedule something is 1/21/23; only after I explain that I can't take 3 separate days off to sit there for their delivery.The online rep says that's the soonest and went outside of their authority to promise me a gift card and to call after my delivery to secure it. So here I am, washing my clothes by hand, taking days of vacation, while Best Buy can't secure a 3rd delivery attempt because of their system and incompetent customer service representatives, only to be promised a gift card that I likely will never see. It looks like I can order the same unit at another nation-wide home improvement store for cheaper and that's probably what I need to do since I've lost all confidence that I will actually ever get this unit before I run out of clean clothes. What a disappointment as I wanted to support a local company, but they've failed. 

[Alex-BBY Social Media Specialist]

Hello, 

Welcome to the Best Buy Forums! We appreciate you reaching out regarding a delivery that did not go as planned, I sincerely apologize for the this experience as this isn't the type of experience we want any of our customers to have. That said, I would love to assist and see what's possible. Please send us a private message with your full name, phone number, email address and order number. You can click on "Private message" next to my signature. 

Thank you,

[mruesink]

And the nightmare continues! I finally get a tech out here to deliver, haul, and install (after they originally rescheduled for a 3rd time with 3 separate appointments). The technicican claims he can't install the dryer because there isn't a connector from the wall for the vent. Why they wouldn't have one, I'm not sure since I bought a kit to go along with the laundry unit. I ask what I'm supposed to do, he says he doesn't know and to call Best Buy. I call them and they tell me they can't do anything for 24 hours. WHAT?! So I hang up, I message here, I hear that they will see what is going on and follow-up. In the meantime, my husband comes home and installs the dryer, only to find out the dryer is DEFECTIVE! It is making a very loud knocking noise. I cannot believe I spent $1800 on a unit to only have this nightmare. I will NEVER order from Best Buy again. NEVER.

[mruesink]

Only after posting on this forum was my issue taken care of after the second damaged unit was delivered. I was contacted by a local representative who was able to help. And the second installer was able to install what the first person said he couldn’t. They did however leave garbage in our parking lot that management called about. Overall this was not a good experience. I am glad it’s behind me.

[Alex-BBY Social Media Specialist]

Hello,

Thank you for reaching out again and providing us that update. We are very glad to hear it was finally resolved, we wish this was resolved a lot sooner for a much better experience. Everything has been documented and will be shared with the leadership team. We appreciate the feedback.

Kind regards,