Notified washer was on backorder on the day of deliver!!!
We ordered a Whirlpool front loading washer online on Wed. December 31. It told us the delivery date would be today Fri Jan 2. The email confirmation stated "confirmed appointment date January 2". It said someone would contact us by 9PM the night before the appointment to schedule delivery time. No one called that night, although that didn't surprise me since it was New Years Day. The delivery person called around 8:30 AM today to advise the deliery time would be sometime this afternoon. He then called back about 30 minutes later to say that the washer was on backorder. I called customer service to complain on why i wasn't notified of the backorder status when the order was placed, and I was advised "it never tells you when the item is on backorder".
They are now telling me the washer can not be available untill Wednesday January 7, but the system won't let them even enter a delivery date, so we still have no idea when it will be here.
This is a huge problem as our washer has been broken since December 15. We have been fighting with Lowes over an extended warranty claim for 2 weeks - they could not get any one to make the repair and ultimately agreed to reimburse us for the cost of the old one. So now after a horrendous customer service situation with Lowes we are running into another one with Best Buy.
Good afternoon wolfie72,
Having been out of a washer since December 15th, I can imagine how relieved you must have been to finally be receiving a working washer. It is truly regrettable to hear of your troubles with Lowe's, as well as the backorder issue you encountered when you ordered your replacement washer from us.
I am sorry that you were not made aware of the backorder until the day of your delivery. I'm sure this was not only greatly disappointing, but also frustrating. It is disheartening that this ultimately led to you canceling your order with us.
While I'm glad to hear you should have received your replacement washer by now, I'm discouraged to find it wasn't with us. I hope that in the future you will trust us with an appliance purchase should one need replacing or you feel like upgrading. Thank you for taking the time to share this experience with us. I can assure you that it has not gone unnoticed.
Please let me know if you should have any questions!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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