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Posts: 1
Registered: ‎03-18-2021

Formal Complaint - Runaround

I purchased a suite of appliances (washer,dryer, and dishwasher) on the same day in store at Best Buys.  The representative at the point of sales was very nice.  We subsequently scheduled a delviery/installation for all 3 appliances, with accesories necessary to install (assured by rep).


On the scheduled date of the install:


1. the installers informed me during installation that the dishwasher unit showed signs of major damage out of the box (it is apparent that the unit itself was damaged, but put back into the box and re-stocked).  They informed me that someone from Best Buy will reach out to "correct" the situation since we cannot install a damaged unit.


2. During the washer/dryer install, they informed me that the rep forgot to include include a necessary accesory on the order, and that the washer install cannot be completed on that day unless they can dig up an extra part on the truck that I have to purchase.  I was "lucky" they had one on hand, and I had to purchase this part from the installer so that I can at least have 2 our of 3 appliances installed for this trip.


Forward a few days post the partial completion of delivery and order:


1. No one reached out to me to "correct" the situation.  Instead, I got an automated message to reschedule the haul away, delivery, install, appliance itself, and accessory delivery.  The automated system then subsequently presented 2 different dates for a. installation and  b. haul away, delivery, appliance, and accessory.


(Any sane person would understand that all these tasks are supposed to happen together, but an automated system without a shred of common sense is perfectly happy to schedule deliveries and haul aways (how do you haul something away without uninstall, as part of the installation) and install on different days.  This is on top of wasting my time with not being able to complete the original task on the scheduled date).


2. I just spent over 1.5 hours and counting with Geek Squad support trying to get this situation corrected so everything can be done at once.  After keeping me waiting 45+ minutes for a anticipated 7-minute wait time, the answer I got when I finally spoke to a human was "This is very hard for us to correctly correct this in our system.  We're very sorry.".  I am now anticipating on spending another 2-3 hours with more escalations, with no end to sorting this simple issue out in sight.  As I finished typing this message and after escalation, finally got someone to at least reschedule everything on the same day.


Because now I have to waste my time to correct a fubar on Best Buy's end and complain to get even a reasonble level of service, I am filing a formal complaint with Best Buy corporate, and am looking forward to speaking my mind with someone who can make this right.



Posts: 83
Topics: 6
Kudos: 19
Solutions: 0
Registered: ‎08-02-2019

Re: Formal Complaint - Runaround

Welcome to our community, taopunk,


Thank you for reaching out to us. New appliances are a great way to update the look and energy efficiency in any home. There are many things to consider when prepping your home for delivery, and I can understand your desire to ensure that the installation process is as smooth as possible. I’m glad to hear that the delivery team was able to install the washer and dryer during unusual circumstances, and I’d be happy to see what options we have available to us to help with the dishwasher. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
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