04-05-2021 06:45 AM
I ordered a washer and dryer on March 25, 2021 that was supposed to be delivered and installed on March 30th. After using PTO to make sure I would be home for the installation, the delivery never came. I called customer service and they said that the delivery was on the truck and should come the next day (it didn't). I called customer service several other times over the next couple days and no one could tell me where the order was and I was continually told by the customer service representative that they had "escalated the order" and that someone would be in contact with me within 24 hours (no one ever called me). Finally, I decided to just try and speak to a supervisor. After being put on hold for an hour 3 different times trying to get in touch with a supervisor, she simply told me to wait another day and see if I could reschedule the service on the website (which I still cannot). At this point, I do not know where else to go or how to figure out where my order is because customer service has been wildly useless. Can someone PLEASE either 1) tell me where my order is and when it will be delivered or 2) give me a refund so I can go somewhere else if you cannot tell me where the order is and when it will be delivered. I will NEVER purchase an appliance from Best Buy again. This is not what I expected after paying $1,200 for something. The whole reason I even purchased from Best Buy is because they apparently could deliver fastest, but at this point I could have had a washer and dryer from Home Depot TODAY.
04-06-2021 08:40 AM
Update: After several more attempts talking to customer service, I gave up and attempted to cancel my order. An online agent cancelled my order (or so I thought). I realized he cancelled half of the order, but the washer was still active. I went into a physical store and surprise, they also could not help me. The employee "escalated" my case once again to remove the washer from whatever "truck delivery" status that it is stuck in which is preventing anyone from cancelling the order. At this point, I have half of a refund with the other half being held hostage by Best Buy until they figure out a way to move the washer from its current status. That means I can't even go buy a washer/dryer somewhere else until I am confident I will get my money back. This is to the point of being comical. This has been a blast!
04-06-2021 11:33 AM
Thank you for joining our online community. It is always nice to welcome a new member, although I would have hoped your first post would have been related to a positive experience. While I wish the order had gone as planned, I certainly want to ensure you receive a full refund, as you have requested.
Considering we already have an active conversation through Twitter, it would be best to continue working together there. Once I receive an update on the status of your order, I will reconnect with you. Again, thank you for your continued patience.