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New Member
Posts: 2
Registered: ‎08-04-2022

Poor delivery and installation, question about redelivery

Hi, we have a delivery and installation scheduled for tomorrow. It's to fix a previous delivery. We scheduled it through chat and the lady said it would not be the same delivery company or employees but her answer didnt really seem confident at all. I just want to make sure we wont have the same experience again and want to relay our first experience as well since that didnt really seem to be her department.


My mom is 73 with parkinsons disease. Unfortuantely I've seen many take advantage of this. So after reading all the bad reviews for Costcos free parts, delivery, installation and haul away, we decided to be safe and pay the $300+ more to get geek squad service, which has been nothing but great to us in the past. We also paid for the totaltech membership.However, we soon learned that it was a thrid party likely no different than Costco's but for $500 more overall. Add to ths, my mom tipped the guys $40.




delivery was 3 hours after the time slot




In our experience for pretty much every company, they bring the box to your door first and have you inspect it. Then take it out in front of you. We cleared a large space in our living room for this reason. Cleared a way to the laundry and had slip pads which they didnt use. 


But by the time they ringed the door bell they already had them unboxed and were literally dragging them across the aslphalt



The guy was immediately rude and short with my mom. I dont know what his situation is I understand everyone is fighint a battle, but I dont know why the customer has to pay for it. $200 for 20 minutes isn't a bad gig even if a percentage. 




He didnt even know which way to install it, we had to google and tell him that the washer was on the left side. Ill explain later why he even questioned this.




Once the old washer and dryer was removed he yelled about cleaning the dust and linen that was left under the machines. I totally got the vibe that he was hoping we could not do it in time so he had a reason to leave without installing. So i had to rush to do so, while they used and installed the old parts outside where we could not see.


He also kept looking for different reasons no to install, like him needing a 4 ac outlet, he was about to leave until I stole one from the media center/ This is literally after you guys made us check out with $100+ in new parts.




My mom was able to watch them outside with the parts, and saw that they were using the old parts. While they were installing, I rushed outside and saw the purple boxes, some of them opened with the brand new hose just sitting there and some of the brand new sealed still.


They asked for us to sign the documentation, There was a list of 20+ different parts and things, I asked did you install all of this he said yes. I asked twice, he said yes, i was not in the mood for a fight though. He immediately left without giving us any instructions, we had to catch him in his truck to ask for the manual, he gave us one manual.




By the time we got to even see the washer and dryer they were gone. Not surprisingly, because he freaking installed the washer on the wrong side.Theyre designed to be in this order so thats it easier to move the laundry between the two. Now we are litterally opening the lids into each other.


I'm assuming he did this because thats how our old top washer was hooked up and the old hose didn't go that far, that was one of the parts I saw sitting in his truck.




After more investigating we saw more old parts being used, he didnt even replace the hole plate on our wall. More importantly, the washer and dryer did not look new, there were brown smudge marks on the front. Scratches all over, especially on lcd the face plate. Dents on the side. They literally put some sales tag upc sticker over one of the dents trying to cover it up.


We looked at the manual and online, and they included 0 of the extra parts and accessories; no skid plates were even installed, spare dispensers, hoses, warranty card. Theres a whole list of parts; we got 0. Most importantly there was no remote control to make the bottom washer even work.


He didnt even level the washer, we had to do so ourselves.




Even though he was very rude, and without knowing all of this, my mom tipped them $40 as she always does. The younger guy was polite though I literally saw him dragging the pedestal on the asphalt. 


I googled it and learned that they are not even allowed to take tips. 





We don't want this experience again, we don't want these guys delivering, they're not delivering new items and they're holding on to all the parts

Social Media Specialist
Posts: 118
Registered: ‎10-12-2021

Re: Poor delivery and installation, question about redelivery

Welcome to the Best Buy Forums! 


Hi cduke. Thank you for taking the time to stop by our community forums and letting us know about your experience with this installation. I completely understand your concerns about the quality of service you received, and it's always our goal to provide the best quality service possible. So, it's unfortunate that the service was not completed as expected.  


Our appliance installations are generally completed by an authorized independent contractor in your area. Many of our other services such as home theater service, computer services, auto services etc. are completed by our certified Geek Squad agents, technicians and installers. 


I can take a look into this for you to see what installers have been assigned for your appointment. I can also take a look at the parts you said were not used, I would just need to see the order. 


Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you. 






Kadian|Social Media Specialist | Best Buy® Corporate
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