Delivery & Installation

[mhaiduk]

I purchased a washer and dryer online July 1 with delivery and set up July 8. The pair were delivered according to the times set up.

I used the washer twice and it stopped working. I called the service number (888-237-8289) and sat on hold for over 37 minutes and finally left my number for a call back. No call back. Tried again - no call back. Finally I got on chat and someone I talked to set up a replacement delivery for today, July 21 between 8:30 am - 12:30 pm. I received a confirmation email yesterday. We made sure we were here all morning but nothing. No one showed up no one called. Then I get an email saying I need to schedule my delivery. I call again, foolishly expecting someone to answer the phone. No one answered, no one called back. Tried again - nothing. I finally got on chat. After much discussion, I was told it would be delivered today. He assured me it would be here today. When nothing came, I got back on chat and this time I was told there wasn't a washer in Lubbock and so July 26th would be the delivery date. I told him then to get me a washer and dryer they could have here tomorrow. Then low and behold he could get the washer delivered Friday, July 23. I don't know what to believe now. I finally went down to the store where I have spent so much money and they were no help except to tell me they did have the washer in stock.

At this point I have pretty much no confidence in Best Buy. I am totally disappointed with quality and service. As a current Elite customer I am not sure I will ever purchase from you again. I feel like I have been lied to at every turn. Tell me something so I will go away. Best Buy has changed a lot and not for the good, even the manager lady I talked to said they had really bad service.

I want it noted that my 30 days to return does not start until I receive working appliances.

[Quinton-BBY Retired: Social Media Specialist]

Greetings, mhaiduk,

Welcome to the Best Buy Forums! We appreciate you joining our community and being an Elite My Best Buy member!

Purchasing new appliances is an exciting time, but it sounds like this situation has not been consistent with the service pride ourselves on here at Best Buy. We would like the opportunity to assist here, so can you please send us a Private Message with your full name, email, phone number, and order number to get started?

Additionally, with major appliances, the return window is 15 days for all My Best Buy member tiers, and this does in fact begin once you receive your items per the terms of our Return & Exchange Promise.

[mhaiduk]

No I am not satisfied with the response I have received from Best Buy. Apparently customer service is no longer a part of Best Buy so I will just move on and shop somewhere else. Looks to me like there are a lot of complaints on the service people receive, sure wish I had read them first. Eventually I did get the replacement washer however it is not operating correctly but I don't have the time or energy to continue to try to resolve the problem. I was about to order a new ice maker but I can and will get it somewhere else. By the way, I communicated with you almost a week ago and you are just now getting back to me. That is rediculous!!!

[Scott-BBY Retired: Social Media Specialist]

Thank you for reaching out to us! I’m glad to hear that you were able to have your washer replaced, but I’m also concerned to hear that you may be having issues with the new device. I’d be happy to learn more, as well as going over our options going forward. Since some time has passed since your last message, would you be able to please send me a private message with your full name, email address, and phone number?

[mhaiduk]

I am sorry but I don't know where to find the response. I got an email that said there was a private message but apparently I don't know where to find it.

[Scott-BBY Retired: Social Media Specialist]

I'd be happy to help. To locate your private messages, please look at the upper right hand corner under "Our Moderators". From there, you should be able to see the open envelope icon to access your private messages.

[mhaiduk]

I have found the messages. I guess I will wait to be contacted.

[mhaiduk]

I will also check out the video probably tomorrow.

[Scott-BBY Retired: Social Media Specialist]

Thank you for the update. Please don’t hesitate to reach back out to us if you have any other questions or concerns.

[mhaiduk]

I have been through the entire book and don't find anything that describes the noises I hear through the cycle. I tried to find the video it describes but after clicking links and going through pages for half an hour I gave up on finding the video.

At the moment the washer will go through the basic cycles and wash my clothes. It doesn't work on precise fill (and yes the lid is closed) and it still makes strange noises at different times during the cycle. I just don't have time to keep messing with this. What I would like would be to know that I can get the machine replaced if it quits in a reasonable amount of time past the 15 days. Can you arrange that?