Delivery & Installation

[mute1]

I ordered my LG washer and dryer combo and pedestals on September 7th from BestBuy.com. They were scheduled to be delivered Saturday September 18th and the total purchase price was $3163.90.

However, my order has been reallly troublesome beyond the long order/delivery time. 

1. On the 1st delivery the Washer was heavily damaged. The Delivery/Install Team called and had a new unit scheduled to replace the damaged unit. The delivery date for that unit was They left the damaged unit in place and advised I could use it until the new unit arrived. Unfortunately for me the unit began leaking slowly when I ran the wash and I had to leave a towel down to avoid water damage. The dryer and pedestal were installed successfully. The pedestal for the Washer was left in it's box sealed and out of the way in my garage.
2. The second untit was delivered on Saturday October 2nd. They unboxed the unit and the pedestal. The washer passed visual inspection but the pedestal had visible damage to the front and the stainless steel face was popping off the drawer. The team called and opened an order for replacement. The date given was October 12th. They then mounted the washing machine to the pedestal, removed the damaged unit and brought in the replacement.
3. The Installer then connected the water supply lines the unit and opened the valves. As soon as they opened the valves we heard and saw water rushing into the unit and it began filling. The unit had no electrical power at that time. We shut the water off, connected the power, and turned the unit on to see if that reset the water inlet valve but after turning the water back on it continued to fill so we shut the water back off. The installs opened a new exchange ticket for the washer. I was told I'd be contacted Sunday but never received a call so I called Monday and I was advised that the exchange date would be Saturday October 16th to which I objected and asked for an escalation as it already been more than month since I had ordered my units and now I was being expected to wait an additional two weeks. 
4. The person I spoke to on the phone told they would escalate the ticket and that I could expect a call back within 24 hours. That call never came and I have escalated this ticket multiple times since. At one point one of them offered me a $50 credit for the trouble to which I delcined as this was not a small purchase and at this point I had taken time from work to try to get this resolved.
5. I'm worried that once again Best Buy will let me down and I will not receive a call back nor will I receive my complete order in new working condition.
6. Please help. I have spoken with multiple reps and all of them aare telling me same thing which is that i need to wait for the call on my escalated ticket. I have waited more than 96 hours from the initial escalation and that ticket remains untouched by the alleged escalation team. I am currently looking for other options and weighing whether or not to just cancel the entire order and get a full refund. I don't want too but I feel like I don't really have any other options at this point.

[mute1]

This post is nearly 3 full days old and I have not seen a response yet. What gives?

[hockeycanuckjc Community Veteran]

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@mute1 wrote:

This post is nearly 3 full days old and I have not seen a response yet. What gives?

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These forums are not meant for an immediate reply. You should continue to work on phone / chat support in the mean time to work with a resolution. If you post to another social media outlet of BBY it may lead to a delay in your response even further.

[AndrewB-BBY Social Media Specialist]

Good afternoon, mute1,

Thank you for taking the time to visit our community forums and writing to us regarding this order. Having gone without a washer and dryer before, I know that not having access to these has a major impact on daily life. I know if I were in your shoes I would want to figure out exactly what is going on with this order and would be glad to see how I may be able to help.

While it sounds like our support teams are already reviewing this, I'd like to take a closer look at your order. I will need some more information to begin this process. Can you please send me a private message that includes your:

Full name
Email address

Phone number

Order number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.