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Posts: 1
Registered: ‎03-05-2020

frustrating experience ordering online and with customer service

I purchased a washer and drying and their installation worth more than $2000. To make sure I don't miss any installtion kits, I bought whatever is suggested online, including installation service, installation kit, and disposal of old machines. I basically checked all items that I was offered to check. 

On the day of delivery, I took a day off from work and wait for delivery. Then I got a phone call of delivery personnel asking if I have a stacking kit for the installation, I said I don't and I was not aware of this. Then no delivery showed up. I called the customer service, then I was blamed for not knowing that I need a stacking kit. I am very ignorant for different kits, that's why I orderd the entire package of installation kits, and now I was blamed that I miss one of the installation part. Then when I said that I shouldn't be responsible for this, and I was not given the option while I buy the machine. And I was concerned that the next delivery could not happen until a few weeks, the customer service agent just hanged up on me. This is HORRIBLE!!! 

I want to place a complaint for this woman who answered my call. 

I was told to place the complaint here in this forum, but I really don't know whether this is just a symbolic gesture by BestBuy. I was not asked any details for my order, my phone call. How could BestBuy really know who is this person, and then have any actions. 


Posts: 1,041
Topics: 56
Kudos: 237
Solutions: 63
Registered: ‎11-30-2015

Re: frustrating experience ordering online and with customer service

Greetings, willowmimiboo,

Welcome to the Best Buy Forums!

Appliance delivery and installation can get really complex really fast. I'm sorry for any confusion that occurred with your appointment. Even if the news that needs to be shared is different from what our customer is hoping for, we would still expect it to be shared in a respectful and professional manner. I'm sorry that this wasn't your experience with us. 


I would be happy to help file a formal complaint about your experience, as well as see what next steps might be available to you. If this is something that you are still interested in doing, please send me a private message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.


Fey|Social Media Specialist | Best Buy® Corporate
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