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Posts: 2
Registered: ‎03-04-2021

Installation delivery appointment cancelled 8 times in a row

[ Edited ]
I am writing about order # {removed per forum guidelines}, a washer/dryer that we purchased with you in January. It was supposed to be delivered and installed on February 4th.... 
Since then, there have been 8 MISSED DELIVERIES/INSTALLATIONS  on the part of Best Buy. 
The scheduled installation was cancelled today. The installation window was from 12:30-4:30pm today. At 5:30pm after no one had showed up, I called Best Buy, and was told the delivery will not taking place because the delivery service said the truck they were driving today was too big to do the installation. The next available installation time is Tuesday. This is the 8th time the installation and delivery has been cancelled. I am disappointed that no one informed me of the cancelled installation appointment and I that I only found out by waiting for 5.5 hours and having to call customer service because of a no show appointment on the part of Best Buy. This is the 3rd time that the reason for cancellation was due to the size of the truck and that 5th time that I was not informed of the cancelation and it was a "no call, no show" on the part of the installation/delivery team. Also on the washer/dryer delivery, my wood floor was scratched by the delivery team. The washer/dryer has been sitting in my LIVING ROOM for over 3 weeks because the installation team cancelled 3 weeks in a row.
Is there anything that you can do to help me as far as compensation and installation?
Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Installation delivery appointment cancelled 8 times in a row

Welcome to our community, helppleaseee,


Thank you for reaching out to us. We sincerely appreciate you choosing us for your appliance needs, and I’m sad to hear that there seems to be ongoing scheduling issues with the installation services on your order. It’s not the kind of experience that we want to deliver, and I wanted to thank you for bringing this to our attention. Rescheduling around delivery dates isn't ideal, and I can definitely understand your need for urgency. I’d be happy to document your feedback form this experience here at our Corporate Office, as well as going over our options going forward.


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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New Member
Posts: 2
Registered: ‎03-04-2021

Re: Installation delivery appointment cancelled 8 times in a row

Hi Scott,


Thanks for your help. I sent you a private message with my contact and also wanted to update you on the events of the past few weeks and unforunately the washer / dryer installation has failed to happen to date. Since initially writing you, there have been 3 more missed installation dates on the part of the installation team. The installation team came out last week and said the dent in the washer was more than cosmetic as (I was previously advised by Best Buy) and posed a health and safety risk. I was informed that they would need to do an exchage for a new machine. They did not remove the damaged machine which has been sitting in my living room for over a month. At this time, there has been 10 missed deliveries over the course of the past 2 months, the most recent missed delivery was today. This needs to be escalated to corporate and resolved in a timely manner. 


Thanks for your help.

Posts: 2,639
Topics: 107
Kudos: 108
Solutions: 129
Registered: ‎10-19-2017

Re: Installation delivery appointment cancelled 8 times in a row

Hi, helppleaseee,


Thanks for sending your details to Scott! As he is away from his desk, I’ll be stepping in for him. Please look for a private message from me shortly as I have some clarifying questions about this so I can be sure to move forward in the best way.



Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!