03-06-2023 11:16 AM
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?
03-06-2023 11:49 AM
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?
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|Connor|Social Media Specialist | Best Buy® Corporate|
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