Washer / Dryer Order & Delivery Issues

Question

On 2/23/2014 I went to the Beaufort SC Best Buy store and purchesed a stack LG Washer & Dryer set (model WM3470HWA/DLEX3470W).  The Transaction Number is: {removed per forum guidelines}.  Upon returning home, I realized I should have measured the space first and after measuring realized the fit would be doable but very tight and went back to the store for an exchange.  I exchanged the two units for an LG Compact Washer / Dryer Combo (model WM3455HW).  This transaction number is:{removed per forum guidelines}  The following morning after purchasing the W/D Combo, I received an email from Best Buy stating the unit was on backorder and I could return/exchange it.  At this point I called the 800 number and discussed with a representative.  The representative said while I had received a refund, the original order was never cancelled in the system.  He said for inventory reasons, I should return back to the store.  At the store, they discovered the accociate who had done my return/exchange had created a 3rd order.  Order number: {removed per forum guidelines}. By creating the 3rd order, the associate trying to untangle the mess had to get assistance by calling a Help Desk.  I was informed at this time, that I could receive a gift card or credit back to my Best Buy card but would have to wait 48-72 hours for the refund to be processed.  Due to the delay, I had to wait before ordering a replacement.  After 24-hours, I called the Best Buy Credit Card 800 number and learned the store had given incorrect information and that they could have processed a credit on the spot had the sales agent taken the time to call the credit office.  I then went to a different store on 03/07/2014 and placed order {removed per forum guidelines} for LG Washer $ Dryer (model WM3250HVA/DLEX3250V).  The reason for the model change was due to a sale that had ended which I completely understood.  I was told that the washer was in stock but dryer would have to be ordered and my delivery date would be on 03/15/2014.  The sales agent who was very nice and very helpful explained that I would be contacted prior to delivery by the store to schedule an appointment.  On 3/13/2014, I contacted the Blufton SC store and asked to speak with someone who could schedule delivery.  I was informed that calls are placed 24 hours in advance and it was recommened I call back on 3/14/2014.  At about 2:30pm on 3/14/2014, the store had not contacted me so I called them and was told the delivery drivers schedule their own appointments and would be calling after 5:00pm.  At 6:30pm, I called the store again and was told that the deliver drivers might not have retured to the store and would be calling to schedule an appointment before the store closed.  At this point, I chose to go to the store.  I arrived just prior to closing and at 8:50pm walked up to the Customer Service register and requested a refund.  I explained that promised calls had not been made.  One of the cashiers stated that if I was calling the local store that I was using the wrong contact information and should have been calling Geek Squad.  In my opinion, the store had 4 missed opportunities to provide this important bit of informaiton and did nothing.  I insisted on a full refund.  At this point another representative came out from an office and explained that the delivery team returned to the store late and went home with the intention of scheduling delivery's on 3/15/2014.  I explained that this is not what I was told at time of purchase and it is unreasonable for the store to expect a customer to wait for a phone call.  Same day scheduling is NOT acceptable and very poor customer service.  Store misinformation, tired workers and scheduling is the responsibility of the chain and manager who is staffing the store, this should never me made a customer problem.  What Best Buy does between the time I sign the credit card receipt and they arrive at my door is not my issue, it's Best Buy's issue and responsiblity.  As a consumer I want to pay my bill and receive what I paid for without hastle or issue.  If Best Buy can not be responive and take phone calls and provide accurate informaiton, I will do business elsewhere.  I will be contacting Best Buy Credit and closing my account.  I'm done. 

Answer 1

Hello Brian29935,
Thank you for being a My Best Buy member, and thank you for visiting our forum.  I am very sorry to hear of  the experience you had with your washer and dryer purchase.  After reading through your experience I can understand your frustration.  If I had to make multiple purchases and reschedule deliveries I too would be upset at not learning when my final delivery would even take place.  
Scheduling for deliveries should be completed the day before the delivery, and customers should expect a call the evening before the work is completed to provide you with a 2 hour time window when the service is to be completed.  I am very sorry this was not completed for you.
I see that you also called in and spoke with a member of our phone support team last night who also documented your concerns.  I am glad you were able to have your voice heard in that area as well.  I understand this purchase was cancelled, but if you should ever have any other questions or concerns please know we'd be happy to assist you here.
Best regards,
Mike|Social Media Specialist | Best Buy® Corporate
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