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Posts: 1
Registered: ‎04-10-2021

Service Cancelled Incorrectly- Manger Never Called back!

This began with Best Buy linking the wrong stacking kit to be purchased with my washer / dryer combo. When the first crew came, they installed and ran my washer, but could not install the dryer due to the incorrect stacking kit. The crew was very helpful, called Best Buy customer service, and rescheduled me for the next week to come back and install the dryer once I was able to go purchase the correct kit. (They took the incorrect kit with them though- and I still wasn’t refunded for it until I called twice)

Today was supposed to be install day, yay! No- I get a call from the driver at 8:00 am, and he asked if I had a drain pan installed. I said no. He said he had to cancel. I tried to explain that the washer was already installed and they were simply going to install the stacking kit and dryer. He said, no problem, we will come by and check it out.

I had a feeling this was going to be a problem so I proactively called customer service, and the agent confirmed- the drip pan is not an issue because this is a dryer install only. If the the drop pan was an issue, it should have been addressed by the first crew, who already installed and ran my washer. While I was on the phone with her, I had a missed call which turned out to be Best Buy canceling my install for today due to the drivers report. The rep I was on the phone with was just as frustrated as I was, because this is ridiculous. She tried to reach the driver, but of course they did not respond. I called the driver back about six times, when he finally called back he said I’ll call customer service. Customer service then calls me back, I explain all of the above, after a long hold they tell me case has been escalated to a manger and they would call me back TODAY. This was 10am. Four hours go by, no call. So I call again. I was told I had to wait for them to call me but it would definitely be today. 5:00 PM rolls around, and still no call, so I chat support. They said “ you just need to wait, there’s an order of calls, if they said today then it will be today”.
Guess what? It’s 10:00 PM and no call back.

This is horrible customer service. I have been without a dryer for two weeks in my new home due to their foolishness. I am incredibly frustrated with this company.
Posts: 203
Topics: 9
Kudos: 30
Solutions: 0
Registered: ‎02-08-2019

Re: Service Cancelled Incorrectly- Manger Never Called back!

Hey there, Laurenkratz!


Thank you for joining our community here on the Best Buy Forums. As the person who does the laundry for my household, I understand that getting a new washer and dryer can be exciting. I am sure that you are eager to have your units up and running, and I am sorry to hear that installation was not able to occur as originally anticipated. I am happy to look into this further!


To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 




Jenni|Social Media Specialist | Best Buy® Corporate
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