05-29-2019 04:23 PM
I ordered a washer & dryer late last week after my dryer of 17 years finally went kaput. Total for new appliances and othe parts $1600+. Due to family issues, it is necessary that there's a fully functioning washer & dryer in the house at all times. My delivery date was scheduled for Tuesday, May 29 from 7a-1p. I took off work in order to be present for delivery. I received an email the day before saying my window for delivery was between 8:30-10:30 a.m. I think, "Great! All should work out smoothly." And here's where everything went completely off the rails....
By 12:30 yesterday I realized that no one had contacted me with a call saying they'd arrive in 30 min per the email. I called customer service (wait time only 20 min this time) & I was told that the truck broke down. From other reviews, I understand this is a common story told. HOWEVER, my appliances were still scheduled for delivery the same day. Hours tick by & nothing. So I called back later in the evening as I had a committment that night. This time, wait time for customer service was ONE HOUR. They still tell me I'm on the schedule for that day. I make special arrangements in my schedule to accommodate a late delivery & surprise to no one, they NEVER SHOWED UP or contaced me. I call back this morning & I'm told they'll get back to me to see when my delivery is rescheduled. I never received a call back. By afternoon I called them to cancel & get a refund & tell them I will purchase items from a store that will deliver them.
I am beyond disappointed in the lack of professionalism. Not once was I contacted by Best Buy. I called 4 times asking where my order was. They promised to return calls but never did. And worst of all, they never delivered my items or had the decency to contact me about it! I'm writing such a negative review because I've been a loyal customer for years, but going forward I will shop elsewhere.
06-02-2019 10:32 AM
Welcome to the Best Buy Forums and thank you for reaching out to us about your experience regarding the purchase of your washer. This is not the feedback we like to hear from our clients nor is it the encounter we intend for them, especially not our loyal clients.
It is to my understanding that you cancelled your order, and I do apologize about that. We appreciate you informing us, so we can utilize this feedback to better ourselves for future clients experiences. Should you decide to change your mind in the future about shopping with us again, and have any further concerns, please feel free to reach out to us.