08-29-2021 11:26 PM
We purchased a washer and dryer on June 23rd. We had a delivery and installation scheduled, but it was a no show because they didn't have our gate code. We rescheduled for another date. This time the person did show up, but told us he could not install them because the water valves needed to be replaced. We just moved to our place in June, and the previous owners had a washer and dryer, so I was surprised about this. Nevertheless, I had someone come and fix the valves which cost $325. They came back to install the washer and dryer, and this time the guy told us that he wouldn't install it because of the gas valve was out dated. The previous person didn't say anything about the gas valve. We waited 4 weeks, due to needing to find someone who could repair the valves, only to be told that they still couldn't be installed. The delivery guys just said "sorry, but there is nothing I can do." At this point my wife was nearly in tears. We asked him if he could check on what we needed. He went to his truck and called, and without saying anything to us, drove off. No information on how we replaced the valve or anything else, he just drove off. We called his dispatcher to complain, and she kept repeating the line that he could not install the dryer because of the valve. We told her we understoood, but why did they just drive off without saying anything? It has been a horrible experience. We called to file a complaint but did not feel like anything had been resolved. All my wife and I would have liked was some assurance that the moving company would be dealt with. The people involved in the washer and dryer installation should never be used by your company. We found out through our own Google search that a replacement valve could be purchased at a hardware store and easily be installed, which we did. Your driver could have easily relayed this too us. We could have purchased it before he finished hauling the washer and dryer upstairs. We would have even felt better if he let us know this, and told us to reschedule.
In the end, I ended up hauling a washer and dryer that both weighed over 100 pounds upstairs myself, when Best Buy promised free installation. We won't be shopping at Best Buy again unless there is some assurance that the people who came to our house on August 28th
are dealt with, and never used again by Best Buy for delivery and installation. This also goes for the person who delivered the appliance on August 3rd, for not informing us that they would not install our dryer with the gas valve we had.
08-30-2021 11:46 AM
Thank you for taking the time to stop by our community forums and writing to us about your experience with this delivery and installation. I know that getting a new set of appliances should be exciting and I can understand how frustrating it would be to encounter these roadblocks and delays in getting this installation completed. Having gone without a washing machine and dryer for some time, I know that it has a major impact on daily life. I'd like to make sure that your feedback gets to the right place so we can continue to improve the delivery and installation process in the future.
I see that you sent a private message with some further details regarding this order. Please allow me a few moments to review this. I will be sending you a private message in return. You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account. I look forward to hearing back from you so I can continue to work on this for you.
|AndrewB|Social Media Specialist | Best Buy® Corporate|
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08-30-2021 07:14 PM
01-16-2022 02:17 PM
This topic has been moved to its own thread under the board Delivery & Installation for further review.