Delivery & Installation

[Trailgem]

My washer & dryer supposed to be delivered Thursday 4/22/2021. I received a call the day before to make sure I didn’t forget. I took half of the day of work to be around for delivery, of course. 7pm, 4/22 I received a call from the delivery guy informant me that my appliances have never made it on the truck. It would be delivered Friday!! Today is 4/24. I have no washer dryer, Best Buy has my $3000 and don’t seem to care one bit, that I am out of money due to time off and without a washer and dryer. I called numerous times, for a story about it’s stuck because the driver never completed the order, or whatever! There is nothing they can do but escalate. What should’ve been done, is sending me my washer and dryer (which is at the store). It is not my fault that your employees are incompetent. Horrible customer service. The last manager I spoke to, showed no empathy at all. I will contact corporate with all my case numbers if this is not fixed ASAP. It is unacceptable!

6 case numbers later... still waiting.

[Sarah-BBY Social Media Specialist · Accepted solution]

Hello, Trailgem,  

Thank you for visiting our online community, although I wish your first posts had been related to a positive experience. We sincerely appreciate you choosing Best Buy for this important investment. The delivery of new appliances should be a seamless process, so I am very sorry to hear things did not go as planned. On the rare occasions when unexpected delays occur, it is extremely important our customers are informed, in a timely manner. This does seem like an urgent matter, and something I would be happy to investigate.

Please know, you’ve reached the best place for support, as our team is based out of our Corporate Headquarters. With a bit more information, I’ll be permitted access to the order details. Going forward, I will do all I can to help, and I can also take the steps to ensure your feedback on this experience is formally documented.

To get started, please send a Private Message. For verification purposes, be sure to include your full name, email address, and telephone number. If the order number is immediately available, that would also be helpful.  

Sincerely,

[Trailgem]

I was so upset, and still am upset at one of the managers here at the local store on Harbison, Columbia sc . He pretty much told me… well, you shouldn’t had ordered online. Seriously? Don’t argue with an already upset customer.

Anyway, Sarah, one of the social media specialists really went out of her way. Communication was great, and the issue finally was resolved.

[Sarah-BBY Social Media Specialist]

Hello, Trailgem,

Thank you for checking in with an update, and I appreciate your kind words. I’m glad I was ultimately able to help with a resolution.

We want you to be confident when making purchases with Best Buy, regardless of the platform you prefer to use. If you need help in the future, you’re always welcomed to reach back out. We’ll do all we can to help.

Kind regards,