Very unpleasant experience​.. its not addressed yet..

Question

I am a BestBuy customer since 2003. I had purchased pretty much all of my home appliances from BestBuy but after my most recent experience I would think twice even before parking my car in the BestBuy parking lot.
Here are the series of events that have occurred since May 5th 2014. I have yet not received my product.
5/5/2014: I went to the BestBuy store at Chapel Hill, 445 Howe Ave, Cuyahoga Falls, OH 44221 to buy a washer and a dryer. I was contemplating between LG and Whirlpool. I discussed with sales person and told him that I already have a Whirlpool washer and dryer (purchased in 2004 from BestBuy) and inquired if its pedestal would fit in. The sales person called his supervisor who looked up my record from 2004 and confirmed that its pedestal would fit in if I purchased a new whirlpool. I requested him to confirm this one more time. He confirmed and I decided to buy "4.3 CU. FT. DUET FRONT LOAD WASHER" (Order number: removed per forum guidelines).
5/8/2014: Two delivery and installation people came to my home for the delivery and when I told them to use the existing pedestal, they said that it would not fit-in. They installed the washer only and left.
5/11/2014:  I went back to the BestBuy store and shared this with a BestBuy manager. He apologized and gave me a discount on a new pedestal and offered a free installation. (Order number: removed per forum guidelines)
5/13/2014: Two delivery and installation people came to my home at 10am. I requested them twice to wear the shoe covers as my wife has some allergy issues. They only wore it once then removed it. I reminded them over and over as they were going in and out of my home, but they never did. I requested them to remove the power plug but they never did. They shut the laundry room door from inside for almost 2 hours. After 2 hrs, they came out and said that BestBuy had sent a wrong pedestal with them. I called up best buy warehouse to confirm this. After 2.5 Hrs. a supervisor came an discussed something with them and then he left without having a word with me. Finally, after 4.5 hrs. everyone left.
5/14/2014: I received a call from BestBuy warehouse that those delivery people were at fault and were fired.
5/24/2014: I was given 5/24/2014 as the new delivery date for the pedestal and the washer. Later in the evening I was told that they still don't have the pedestal but they would leave the washer with me. I refused it and told them I would need both the items.
5/27/2014: I was given the new delivery and installation date of 5/27. In the morning at 10am I received a call from the warehouse confirming the same. When I told them that I was expecting both washer and a pedestal, then they told me that the trucking guy forgot to load the washer on truck. Now they gave me a new installation date of 5/29 between 5 and 7pm.
I have to vacate the laundry room each time they promise me a delivery date. I have already missed my work due to this strange issue and now we feel harassed and frustrated. How can a company like BestBuy do this to their customers? I am planning on taking this case up to BBB or to a court if needed. This is totally NOT acceptable.
A very frustrated and harassed customer.
Ashish

Answer 1

Hello amalhotra,
A month is a long time to wait patiently for a delivery date, especially when it is for a large appliance like your washing machine. While unforeseen complications can cause unexpected delays, it seems something went wrong at every turn. Misinformation and multiple missed appointments would frustrate me too, and I can only imagine this frustration turned into aggravation with the poor service you describe from our technicians earlier this month.  I’m truly sorry for any inconvenience our mistakes may have caused, and I appreciate you allowing me the opportunity to explain what should have happened.
When purchasing a washing machine, our knowledgeable associates should be asking certain questions to determine how you would need your unit set up in your home. This includes whether or not you would require a specific pedestal and should recommend purchasing one if necessary. However, our associates should also know that not all pedestals are the same and are not compatible with all make and models. It sounds like you were aware of this, but we may have led you on the wrong path when we advised you your current pedestal would work with your new purchase. Although there are times when this is true, it is rare and far between. I’m glad that you brought this to our attention and we stepped up to correct this by providing you a discount on your new pedestal purchase and free installation, but I’m saddened to hear of your further disappointment with our installation technicians.
Our delivery and installation technicians should be nothing less than professional and should be courteous when stepping into your home by wearing shoe covers to protect your floors from dirt. Goodness knows my living room carpet is so light that anyone who comes into my home with shoes on leaves a trail of their footprints behind, so I can imagine your frustration when we neglected to wear shoe covers due to your wife’s allergies, and I’m sorry for this oversight. Additionally, the technicians’ odd behavior you describe is far from the experience we hope to provide, and I have forwarded on your concerns to local management to make sure this is properly addressed for the future.
With all that has happened, I realize you are still without your purchase. Concerned, I contacted our Cleveland, OH warehouse to make sure everything is going smoothly for tomorrow’s appointment from 5:00pm to 7:00pm. After speaking with our manager, Tabitha, I was able to confirm we have both your washer and pedestal on the delivery truck for tomorrow’s delivery with our installer, Dan. Please know that your order is locked to his schedule and you shouldn’t experience any further difficulties with this order.  To be safe though, I will keep an eye on it and will follow up with you should anything change. Also, please let me know how your appointment goes and if anything else needs addressing once it’s complete.
Thank you for your patience,
Alex|Social Media Specialist | Best Buy® Corporate
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