Delivery & Installation

[carl84]

I would just like to post about my experience. Someone at your CS department needs to know.

I ordered an LG washer/dryer in May during the memorial day sale. I had originally scheduled to have it delivered on 7/10. I had to change it to 7/17 because my house closing got delayed. I called, they re-scheduled it, easy enough. On 7/17, the washer/dryer never show up (I waited for 6 hours, because that's the time period they give you). During hour 7, I called CS. My call got transferred to another agent who said "let me check on that." He put me on hold, where I remained for 40 minutes until his line hung up. I tried the chat service. I spoke to someone who said they could have them delivered in 10 days. I said that was unacceptable, considering this was their error. They said they would have someone call me within 24 hours to resolve the issue. No one called me. I re-engaged with the chat service the next day. I was transferred 8 times to different agents (the chat lasted for a total of 90 minutes). I'm not exaggerating. I spoke with 9 different agents on the chat service. The last agent resolved my issue by telling me there was basically no other choice. They didn't have any in inventory and the only date was (now 9) days away. I accepted. I then asked for a rebate or discount for the immense amount of time I had just wasted. She said that she was sorry for the inconvenience and would ensure that this would never happen again. I said not good enough. She didn't budge.

So let me recap what happened for you in case you missed it. Between the dates of July 10th and July 17th, Best Buy delivered a washer dryer that I had purchased in May to someone else. I know this because they were set to deliver it to me on the 10th (I received a call from the delivery guy a day or two before). They then misinformed me that they would deliver it on the 17th. I then spent approximately 8 hours of my life dealing with customer service, only to be told I can have my washer/dryer in a week and a half. No rebate. No discount. Nothing but some pre-typed out customer service apology.

I am never shopping at best buy again. I'll pay extra elsewhere. I'll order my HDMI cables online. I'll get Jeff Bezos more money so he can fly to Mars. This whole experience was absurd. 

I wish I could post the chat script for you, but for some reason it wasn't sent to my email, despite me requesting it at the end of the conversation. I have no doubt best buy has it on file somewhere.

Anyway. Someone at CS needs to hear about this. Good riddance.

Carl

[Natalie-BBY Retired: Social Media Specialist · Accepted solution]

Hello, carl84.

Thank you for reaching out to us.

Choosing new appliances can be an investment in your home, and I’m sad to hear that things did not go as expected during the delivery. We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened.

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.

Best,