01-19-2023 08:52 PM
Dear Best Buy,
We bought a washing machine 6 months ago, had it delivered, and were delighted. The process was smooth and the machine works great. Our recent purchase of the dryer is another story.
The first delivery never happened for reasons I still can't understand. After 3 different customer service reps read them, they driver both said they couldn't get up our hill unless they had a bigger truck AND they couldn't park a big truck in front of our building (how they knew this without getting up the hill is a mystery) AND the phone number they received was wrong. (I don't know why parking was even a question, I told them to park in the driveway and not the street). The service reps on the phone couldn't get the truck back that day, and told me they'd be back in touch after the delivery was no longer "in transit." That never happened, and I called again. This time I was told they couldn't accomodate any request on a smaller delivery window then the standard 12 hours, but they'd put a note in our file. I asked to speak to a supervisor and was told I'd get a call back. That never happened. Finally, in desperation I tweeted @Bestbuy and had someone offer to help me via direct message. He said he'd put notes in the file to bring a smaller truck and also to avoid a 90 minute window in the 12 hour larger delivery window if possible. Of course, they called and delivered during that 90 minutes.
The real fun began when I got the call, because I literally couldn't understand a word the guy was saying. HIs accent was so thick the only thing I understood was "Best Buy." I finally asked him when would they be here, he answered 30 minutes, and I said my husbad would be outside. A few minutes later I got another call from someone at Best Buy saying that unfortunately, they had sent the large truck again and the driver wanted us to clear 3 parking spots in front of the building. I reminded him that the instructions were to pull into the driveway but he didn't care. I said my husband would meet them out front, as I was in the middle of a presentation on Zoom and couldn't leave my desk. When they got there, they didn't want to bring the dryer inside. My husband said they wanted to leave it sitting in the driveway. He finally got them to bring it the 3 feet inside the door into the laundryroom, and they balked at hauling away the old one (which was part of the order). They also refused to do the installation. My husband had to do all the connections, using the new parts which Best Buy insisted we purchase in order for THEM to do the installation, and they left. They wouldn't stay to see if it worked, they wouldn't level it, and we realized we can't turn it on until it's leveled because it wobbles badly and it's sitting on a ceramic tile floor which could get cracked if it wobbles while it's on. When my husband pointed out that it wasn't level, they told him it was easy to fix and he could hire a handyman.
To add insult to injury, my husband wrenched his back poking around trying to install it, I don't know how to level it and the space is too tight for him to show me, so we're stuck with this thing that we don't even know if it works. My husband has surgery scheduled for tomorrow so I don't know when we'll actually sort this out. Sure would be nice to have clean clothes, since it's been about 10 days and counting since our original purchase.
I'm so angry I could spit. Why would you arrive at specifically the wrong time, in the wrong size truck (per your own assessment and direction to bring a small truck), send someone who couldn't be understood on the phone, who refused to do the job he was sent to do, and told the customer to hire someone else to complete it? I want a refund of the delivery charge and I want money to cover the 4 hours out of my work day spent trying to make this right.
As a company, you should be ashamed of yourselves. Your customer service team hung us on up once, said they'd call back another time and didn't, said they'd leave notes for the delivery driver about both the truck size and the time of day which either didn't get sent or simply weren't read, and the delivery person you hired wasn't interested in doing 9/10 of the job of delivering it inside, and <gasp> actually installing it.
01-20-2023 10:12 AM
Welcome to the Best Buy Forums!
I appreciate you taking the time to write us regarding your order. I would be reaching out to someone if I was experiencing the same thing.
I am happy to look into this for you, but first, I am going to need some more details from you. Please, send me private message by clicking the blue button next to my signature, with the order number or Customer Service PIN, your full name, phone number, e-mail address, and store you visited. I look forward to hearing from you.