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New Member
Posts: 4
Registered: ‎04-28-2021

Washer Dryer Combo. Washer never delivered yet still charged. Horrid Customer experience

So we just moved to a new house and ordered a nice new washer/dryer combo for our wonderful house.  


The dry arrived on Monday, but no washer.  We were told by the deliver person the dryer would arrive on Friday.    Friday comes and we get a call confirming a washer hook-up.  We tell them the washer was not delivered and were told it would be delivered today. 

 

We get the run around when as to when a replacement would arrive and tell them to just cancel the order. 

 

Apparently the delivery person on Monday marked the order as complete.  Either an honest mistake or fraud, in either case, Best Buy did not provide a supportive customer experience and almost two weeks later my family is trying to get Best Buy to refund our money for a washer that was never delivered.   Best Buy support seems disengaged, not updating tickets or processing a refund.  

 

I am prepared to call Amex, the card I used to purchase and issue a claim against Best Buy. 

New Member
Posts: 4
Registered: ‎04-28-2021

Re: Washer Dryer Combo. Washer never delivered yet still charged. Horrid Customer experience

I'll add as well that for the dryer that did arrive, the installation of the dryer vent was done impromperly and posed a fire hazard.  The dryer vent was severely crimped in several areas disrupting airflow required for safe operation.  

 

Horrid experience overall and I feel that BestBuy has taken my money without providing a delivered product and showed no empathy.

New Member
Posts: 4
Registered: ‎04-28-2021

Re: Washer Dryer Combo. Washer never delivered yet still charged. Horrid Customer experience

SInce the forum has no clear way to edit posts.

 

I also requested that Best Buy escalate the case in their anti-fraud department.  The call center agent claimed they don't have an anti-fraud team.

 

I worked in retail systems and now work with retailers and logistics providers in an advisory role.  I explained to them that every retailer has as an anti-fraud team.  Unclear what action they are taking if any at all.

Posts: 104
Topics: 6
Kudos: 24
Solutions: 1
Registered: ‎08-02-2019

Re: Washer Dryer Combo. Washer never delivered yet still charged. Horrid Customer experience

Welcome to our community, Nowasherdeliver,

 

Thank you for reaching out to us. A new washer and dryer would be a great fit in any home. They can improve energy efficiency and let you take on other household tasks as they work in the background. Although it sounds like the delivery may not have gone as expected, I’m glad that you’ve reached out to us for help. I’d be happy to learn more about what happened, as well as assisting you with our next steps going forward. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎04-28-2021

Re: Washer Dryer Combo. Washer never delivered yet still charged. Horrid Customer experience

I called support tonight. The lack of empathy and lack of action from Best Buy is telling. This was a high end washer costing $1000. This past month I spend over $5K on appliances with BestBuy. My family will never purchase from BestBuy again.

I was told it's stuck in a pending state with the warehouse and could not be refunded until the order is reset in the system.

I told support that I'm concerned that it is over 7 days and if not addressed I will file a claim with the FTC and a dispute with American Express.

The agent redirected my call where I sat on hold and eventually reviewed a robotic survey. After answering the survey quests the robot hung up on me.


I am currently filing a complaint with the FTC and a dispute with our credit card company.