10-08-2021 12:45 PM
I wish I could be visiting the forums under more pleasant circumstances, but unfortunately, that is not the case for me today.
I purchased an LG WashTower (along with parts and installation) on September 3rd, and at that time, I informed the representative at Best Buy that the appliance would need to go up a couple of flights of stairs. When my appointment on September 13th came around, one of the two technicians let me know that they would need four people to carry the laundry center, due to the layout of my home. Therefore, they were unable to continue, and I had to reschedule the appointment. I was asked to accept delivery of the laundry center at this time by a Best Buy agent because I was told it would help streamline the installation process for the next appointment. While rescheduling the next day, I asked a new agent on the phone to please request four people to come out to my home, per the discussion I had with the technicians.
On the day of the second installation attempt, September 21st, I was called at the end of the estimated time window to be told that the technicians would be late. A half hour later, I was called a second time to be told that the technicians were not actually scheduled at all to come to my home. This was in spite of the notes placed on my account and on the delivery side of things. So again, I had to reschedule, and I asked for reassurances that I would get the correct number of people to show at my home.
On the day of the third installation attempt, September 29th, no one called, and no one showed up to my home. Once more, I called Best Buy. I worked with an agent who informed me that there wasn't any availability for an appointment for the whole month of October. I found this hard to believe, so I reached out to the appliance resolution hotline. In this call, I spent over an hour waiting for verification that the request for four technicians to come to my home was satisfied for a new appointment on October 7th. Apparently, previous agents were not using a particular specialized form in order to request extra technicians, which is why prior appointments fell through. During this call, I was told that I should follow up with Best Buy if I didn't receive a call from the technicians themselves within 24 hours.
After waiting 48 hours, I called Best Buy, and the agent noticed that the three bundled appointments (washer installation, dryer installation, and haul-away) were not all listed on the same day. They spent some time fixing that on my account so all three were for the morning time window on October 7th, and again, I was told that the form for requesting four technicians had gone through successfully.
On the day of the fourth installation attempt, October 7th, a scenario similar to the first installation attempt unfolded. I was visited by a technician who said that I would need four technicians to do the job in my home. Of course, this took me by surprise, given that I've been making this particular request for several weeks now. A Best Buy agent called me immediately to offer to reschedule after waiting 24 hours. I'm currently in limbo waiting for a call to schedule what would be a FIFTH appointment.
Truth be told, any excitement that I had for getting the WashTower installed has long since dissipated. Whenever I look at the boxed appliance that's been sitting in my garage for close to a month now, I'm only reminded of the countless hours of frustration I've experienced. I haven't even had a chance to look at the laundry center to inspect it for significant dents or scratches, something that would prolong this situation even further. Unless Best Buy can make this situation right, I'll return the appliance and take any and all future business to somewhere else that is true to their word.
I look forward to your response.
10-12-2021 03:13 PM
Good afternoon, pmt,
Thanks for reaching out about the experience you’ve had with your LG WashTower delivery and installation issues. Needless to say, what you’ve described with multiple miscommunications and reschedules is certainly far from the smooth and painless experience we expect for our customers. I can totally understand how all of this combined have lessened your excitement for this item, but I would love to see what I can do to turn this around.
If you’re still in need of assistance, please send me a private message with your full name, phone number, email address, and order number so I can get started. If you’re logged into the forum from a PC, you should see a blue “Private Message” button next to my signature below this post. I look forward to hearing from you soon!