Delivery & Installation

[ealben]

We ordered a washer and dryer from Best Buy and scheduled delivery for July 7. I received multiple emails confirming the delivery window. Then the morning of the 7th I begin receiving texts from Best Buy indicating that I need to schedule a delivery. When I clicked on the link, my existing appointment was already listed but the dryer was no longer included. I called customer service, waited for 45 minutes to speak to an agent, who then proceeded simply to read to me the information that I could already see on the website. She could not assist me or tell me where my washer and dryer are or when they would be delivered. I asked to speak to her manager, her manager did the same thing. We waited all day — the washer has not arrived and the website does not indicate when it will be delivered. Now we have no idea where the appliances are, or even whether they will be delivered at all. There is no way to email the company, there is no customer service. I am writing a report to the Better Business Bureau. Best Buy has taken our money and failed to provide the purchased items and services.

[ealben]

Update: called customer service number at 11:45 am. Wait time was 28 minutes so opted for callback. It is now 2:22 pm and I have not received a callback.

[John-BBY Social Media Specialist]

Welcome to our community, ealben.

I can think of little that would be as aggravating as having an important delivery not happen at the eleventh hour with a notification that the service would need to be rescheduled. Certainly it is not our objective to create such frustration and I most sincerely apologize for that having been the apparent outcome.

You mentioned in your follow up message that you had not yet received the call back you were anticipating. Did that call ever come and, if so, what was the result of that conversation?

[ealben]

No the call never came and I ended up driving to a store and asking a clerk to help. They contacted their manager who found that the order was completely messed up in the Best Buy system and that the machine was on backorder until August. I finally got a manager at that store the next day to cancel the whole thing, or so I thought — I am still getting texts from Best Buy to reschedule delivery. Unclear whether I have even gotten my money back after this fiasco.

[Tasha-BBY Retired: Social Media Specialist]

Hi there, ealben, 

Thank you for following up with John regarding your washer and dryer delivery. I hope you don't mind me jumping in here as he is currently unavailable. I'm sorry to hear that the unit was found to be backordered, causing trouble with the ability to perform the delivery as expected, and continued issues with support afterward. I would be delighted to see how I may assist with this, so please keep an eye on your inbox in the top right corner of the page for the private message I'm sending your way. 

Sincerely,