Delivery & Installation

[SusanPhoenix]

Purchased a new washer and dryer set (over $2000) for my daughter and son-in-law for their new home. It was delivered February 6th. By February 9th, it was leaking something all over the floor. Warranty repair can’t come until February 16th. Repairman says machine is shot - brand new machine - needs to be replaced, leaking oil all over the floor by the way. Contact Best Buy for a return/replace, scheduled for the 19th. When I receive the email notification for the appointment, it has the wrong address on it. They really do need to pick up the defective machine from the same place they delivered it. I call back to have them correct the address (automated call back system is not working btw), and I’m told since they have to correct the address, I can’t have the date of the 19th and it will be the 22nd before they can come and do it. This is when I lose my patience. She is pregnant and asthmatic and works in a high risk environment and can’t do laundry - hello, covid? I was patient up until this last interaction. I feel like I gave them every opportunity to make it right, in a reasonable and timely manner. It’s ridiculous that this is what buying a brand new washing machine from Best Buy is like. I won’t be using them again.

Purchased a new washer and dryer set (over $2000) for my daughter and son-in-law for their new home. It was delivered February 6th. By February 9th, it was leaking something all over the floor. Warranty repair can’t come until February 16th. Repairman says machine is shot - brand new machine - needs to be replaced, leaking oil all over the floor by the way. Contact Best Buy for a return/replace, scheduled for the 19th. When I receive the email notification for the appointment, it has the wrong address on it. They really do need to pick up the defective machine from the same place they delivered it. I call back to have them correct the address (automated call back system is not working btw), and I’m told since they have to correct the address, I can’t have the date of the 19th and it will be the 22nd before they can come and do it. This is when I lose my patience. She is pregnant and asthmatic and works in a high risk environment and can’t do laundry - hello, covid? I was patient up until this last interaction. I feel like I gave them every opportunity to make it right, in a reasonable and timely manner. It’s ridiculous that this is what buying a brand new washing machine from Best Buy is like. I won’t be using them again.

[SeanM-BBY Social Media Specialist]

Good evening, SusanPhoenix,

While I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community and share your experience with us.  From what you’ve described here, this is far from the experience we hope to provide our customers when entrusting us with their new appliance purchases, and under similar circumstances, I can’t say I would feel any less frustrated. 

I realize we may not be able to undo the frustration this experience has caused up to this point, but I would like to look into this matter further to make sure it’s resolved as soon as possible.  For me to begin my research, I’ll ask that you send me a private message with the following information:

• Your first and last name
• Your phone number
• Your email address
• Your order number

As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums, so be sure to use the “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

Looking forward to hearing from you,