Best Buy Complaint - Washer and Dryer Purchase and Delivery
MURRAY, UTAH -- I purchased a washer and dryer set on clearance from Best Buy on Friday - it was scheduled to be delivered on Monday. I was told someone would call to let me know a two hour time frame when I could expect delivery. No one called. I tried to call Monday before I left for work, but they don't open the store until 10. So I called again at 10 - it took me 10 minutes just to get someone to answer their phone - only to be told that the two hour window was from 9:30 to 11:30! So I raced home to wait for delivery. At 11:40 the delivery still had not come - so I called Best Buy again - after another 20 minutes of sitting on holding and getting the run around, I was told that they couldn't get in touch with the delivery man, but they left him a message to call me ASAP. About 10 minutes later he called, informing me that the washer they sold me was not in stock and he was still trying to find one from another store and didn't know when or if he would be able to deliver. It would have been really nice to know this before I took 2 hours off work to wait for him to show.
I tried to call the store again to talk to a manager, but couldn't ever get anyone in the appliance department to pick up the phone, so I called corporate customer service. They were very kind, but explained they couldn't do anything because the product was a clearance item that they were not restocking. But said they would send me a gift card for my trouble and told me to go into Best Buy to see if I could find something to replace it or to cancel my order. So, I went back in to Best Buy and it was finally determined that there was a newer model that the salesman thought was the clearance model - which caused the whole mix up. He took my phone number and said he would redo the order with the new unit at the clearance price and would call and let me know when I could expect delivery. Surprise, surprise, no phone call.
I spent another 20 minutes this morning trying to get in touch with someone at the store. Only to be told that they were going to give me the new model at cost - but it was still about $40 more than the model I originally purchased and I needed to come back in and repurchase everything. If the unit wasn't such a good price, I would just cancel everything because I don't want to deal with their crap anymore. I guess you get what you pay for.
I can say that after this, I am seriously reconsidering paying for the extended warranty if this is the kind-of service I can expect. And I will never make any large purchase from Best Buy again.
After another hour long trip to Best Buy, we finally, hopefully have everything figured out - and delivery is set for Saturday and I am now having nightmares about my washer/dryer and the delivery.
I get a phone call on Friday telling me that delivery is scheduled between 9 and 11 am. Hooray - maybe a little redemption for Best Buy! Not!
10:30 Saturday morning and I get a call, they are running late, it will now be between 11:00 and 12:00.
12:30, I call, they are still running behind but are almost to my house. They arrive about 10 minutes later.
2:30 - They have been trying to install everything for about 2 hours when I am told there is a problem, they can't hook my dryer up to the vent. It seems the connection in my wall is old and outdated and won't attach to the dryer hose I was sold. Sorry, nothing we can do. Seriously, this guy was ready to pack up and leave me with a dryer in the middle of my kitchen! After explaining to him as calmly as I could under the situation that I refused to pay for delivery and installation if the product wasn't installed, he told me I could go find a part that would work and call him and he would try to come back and fix the problem, at his convenience of course.
So, after 3 trips to Best Buy, 5 calls to Best Buy (each one taking at least 30 minutes), 5 1/2 hours of waiting for delivery people, and 2 hours of installation, my old, semi-working washer/dryer is gone, I have a working washer, and no dryer. And, the assurance that maybe, if things aren't too busy tomorrow, they will be able to come over and get my dryer hooked up.
Word to the wise, no matter the price, don't buy major appliances from Best Buy, it is never worth it!
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