Delivery & Installation

[ngtroy]

I purchased an open box dishwasher in January of this year.  Top of the line Bosch 800 Tall Tub, in great condition, for a great price.  Bought the Total Tech membership because it was cheaper than having it delivered, installed, and the old unit hauled away.  Things were great.

The delivery happened a month later, and when it did, the product had been damaged in shipping.  New damage that didn't exist when I saw the unit in the store, so I refused delivery.  

I called customer service that evening, and was told by a Total Tech CS agent that they would be sending out a "brand new closed box unit" as an apology for how things went.  I confirmed several times that this was a new closed box, and the agent assured me that it was indeed. I instantly received a confirmation email with a scheduled delivery date.  Meanwhile, I kept getting emails that I needed to schedule my delivery for the original purchase. 

A month went by - RXO is pretty terrible - and yesterday, I got a message that my delivery was cancelled.  I went into a store and talked to an appliance team member.  

She said that there was nothing on the truck so they cancelled the delivery.  No record at all of a new product being picked and shipped.  And that the plan was to deliver the original busted unit back to me.  

I was flabbergasted.  Lied to by customer service - I'm sure there's a recording of it for training and quality assurance purposes - and adding additional delays.  I spent even more money to get a new unit, and will now wait another month before it arrives.  It will be a total of four months without a dishwasher.

This is a terrible customer experience.  Do I have any recourse? 

[Connor-BBY Social Media Specialist]

Hey there, ngtroy.

Thanks for reaching out to us here on the Best Buy Forums. When I am told something, I expect it to happen, so I understand your frustration. Could you please send me a private message with your full name, phone number, email address, and both order numbers, so I can look into this for you?

Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our Facebook, Twitter, and Instagram accounts. In the future, you can also visit us at BestBuy.com/support for assistance.

Thanks,