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Posts: 1
Registered: ‎08-12-2020

Incomplete delivery, no installation

We ordered washer and dryer on 7/28 for our new house. What happened during the past two weeks is the worst experience ever in my life. Can you help us? 


Round1: first delivery date was 7/31. They arrived 15mins late after the end of appointment window and told us they cannot install the gas dryer because it needs a converter to connect. We asked them to install the washer instead but they ignored us and run away quickly and just left everything in my garage. We had to find a plumber the next day to add the gas converter just in 5mins then reschule for 8/11 installation. 


Round2: On 8/11, no one came during the appointment window. So I chatted with customer service and they contacted delivery center and sent a truck to us 30mins later. I was shocked when they arrived they didn't know about the request. I asked them to install washer and dryer. They refused to do it because they said they were not sure how to connect them in my laundry room and afraid of any leak if they did so. Then they left for their next appointment and asked me to contact Best Buy to solve this becuse they are not responsible for this... When I contact customer service, they said they have no record about what's going on and I have to escalate it. 


Round3: Then I went to Best Buy store and find the store manager. He was nice but he can only help to escalate this to relavant team. And after he veried my phone number, he said we will be contacted in 24-48hrs. Today is after 3 days, there is still no call at all... We feel very frustrated.






Posts: 6,667
Topics: 227
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Registered: ‎08-21-2017

Re: Incomplete delivery, no installation

Hello, bobww6666,


Thank you for taking the time to visit our community forums. Having had to go without a washing machine, I know how big of an impact it can have on daily life. I appreciate you letting us know about your experience and would be glad to give you some information on how to get help moving forward. 


Our Geek Squad Client Care team is dedicated to providing assistance with appliance deliveries and installations and have the tools needed to help review what is needed to get this completed. They can be reached at (800) 304-1259 between 8 a.m.–9 p.m. CT, 7 days a week.


Please let me know if I can assist you with any other questions or concerns!

AndrewB|Social Media Specialist | Best Buy® Corporate
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