Delivery & Installation

[lmfergy]

On Sunday, 3/08, I ordered a  high end dishwasher to be delivered yesterday, March 11. When it was unpacked, the delivery man found that it was damaged so that it could not be installed. He told me there was nothing he could do but report it to Best Buy.

I received a call from a person at Geek Squad who told me they were aware of the problem and that someone at Best Buy would call me in 24 to 48 hours to schedule another delivery. It was a Wednesday so if they didn't even call to schedule another delivery until Thursday or Friday, it would be into next week before another delivery would be scheduled. He said there was nothing he could do to expedite the process.

I called the Brentwood/Cool Springs Best Buy where I purchased the dishwasher and spoke with an employee regarding my situation. She was able to call about getting another dishwasher delivered but she was told that the soonest they can get me another dishwasher is Monday, the 16th. She tried to be helpful, but the system at Best Buy did not allow her to expedite my order in any way.

I feel that this has been a total customer service debacle. It was Best Buy's issue that my brand new, high end dishwasher was not able to be installed as promised, There should be a way to expedite a replacement in situations like this, so that the replacement arrives in a day or 2, not 5 days from the original delivery date.

Best Buy has been no assistance at all regarding this problem

[John-BBY Social Media Specialist]

Welcome to our community, lmfergy.

Time is always an asset that is at a premium and, like you, I depend upon things going right when I engage a service because there's always something else I need to get to. It is certainly frustrating when things don't go according to plan as evidenced by the damaged appliance and the subsequent need to arrange a new delivery. Certainly this is not ideal for you nor for us as we want you to be happy with all aspects of your purchase and I apologize for the inconvenience I know this represents.

As a matter of practice, we try to ensure that appointments are scheduled to meet our customers needs as best we can, including providing the next available date and time for your delivery. You didn't mention, but were you able to schedule a new delivery for Monday?

[lmfergy]

Yes, they did schedule a delivery for Monday - 5 days after the damaged dishwasher wasn’t delivered. If you all are happy with that turnaround time, it makes me even more frustrated with Best Buy.

[John-BBY Social Media Specialist]

lmfergy,

In all truth, we would have preferred that the appliance we attempted to deliver had not been damaged so that you would now be happy with your purchase experience. I apologize for any disappointment or frustration that has been created for you, including over the new delivery date.

Please do let us know how the delivery goes on Monday. If you can, I hope you have a good weekend.