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New Member
Posts: 6
Registered: ‎10-30-2018

Appliance Delivery/Installation Problem

I purchased 4 new kitchen applicances (A Bosch microwave, stove and dishwasher and a Samsung refrigerator) for a kitchen remodel on 10/01/18. I was scheduled to receive 2 of the appliances on 10/04/18 (as the other two were on back order). So on 10/04/18 the stove and dishwasher were delivered and installed without any difficulty (other than a part missing on the Bosch stove which I did contact Best Buy about and they were working on it. You will find later that this is now a mute point). On 10/12/18 the microwave and refigerator were installed after being on backorder. I had no problems with the installation of the refrigerator, however the microwave was not installed properly and also was noted to have a dent on the side. I contacted my local Best Buy (which let me say have been nothing but helpful and professional during all of this), sent them pictures and they ordered a new microwave, which again is on back order, and have it set to be delivered the day after Thanksgiving. 

 

I used my stove multiple times with out any problems, and on 10/17/18 I used the oven for the first time without any difficulties, or so I thought. On 10/18/18, my husband and I arrived home to work and noticed upon entry into the house that there was a very strong gas smell. We contacted Centerpoint Entergy who came out and found that the leak seemed to be coming from inside the range, not at the connection where the installer had connected. I again contacted Best Buy that Thursday evening to make them aware of the situation and was told I would receive a call from corporate if not that evening then the next day (Friday). I never received a call, so on Monday (since I assumed no one would be available from corporate over the weekend) I contacted Best Buy yet again to make them aware that I did not hear from corporate and was told the information was not entered correctly into the computer. The person I spoke with took care of resubmitting the problem and within an  hour I was contacted from corporate and was told that they could send someone out the next day to check the stove and if there was a problem they could have a new stove delivered. So on Tuesday 10/23/18 the gentleman that originally installed the stove came out to evaluate the problem. He could not find the actual leak but could smell the gas coming from the oven once he turned the gas on. He called Best Buy and found his findings to the person and then I spoke with that same person who offered to either send a diagnostician to check the oven to see if he could fix it or send out a new oven. Since I have already missed multiple days of work to be at home for the delivery of appliances, I asked for a new stove in case the diagnositician could not fix it and then I would be missing yet another day. So he scheduled the delivery of a new stove, and offered it to be delivered on 10/26/18, however we were having new floors installed, so I chose yesterday, 10/29/18.

 

The whole delivery time was a fiasco yesterday as I was scheduled to have it delivered in the afternoon and received a text at 9:18am stating they were on their way to my house, which I texted them back and informed them I was not scheduled until the afternoon. Then at 11:55am I received phone call from the shipping company telling me they were sitting outside my door. I was not scheduled until 12:00p - 3:00p and no one had even given me the 30 minutes call to tell me they were on their way. So needless to say, that put me in a small bind at work.

 

When I arrived at my house, I was not pleased to find that the people there to deliver my stove were the two gentleman that delivered my microwave (which as you recall was not installed properly and was dented). They asked me to come out to the truck to look at the stove as they said it is their new policy to look at the product on the truck before they take it out (up to this point I had not ever had to go look at the appliances on the truck). They moved the stove onto the loading dock to bring it down and the one guy pointed to a large hole in the box. They removed the box and there was a huge dent in the stove door. As you could only imagine I was very disappointed. At this point I have had to leave work 4 times now for these appliance and am still anticipating having to leave 2 more times for the delivery of the stove (yet again) as well as the microwave (yet again). That is a total of 6 times I have to miss work for something I thought I would have to leave 2 times for. Not to mention all the eating out we are doing as I have no stove to cook dinner for my family. I again spoke with Best Buy (who I will again mention have been nothing but nice and apologetic) and they were willing to have it delivered this Thursday. I told her I could not miss work again this week and it will now be delivered on Saturday.

 

I just wonder at what point does someone realize what a burden this has put on the me, the customer, with missed work as well as not having an appliance to cook food on for 2 weeks and do more than just an apology? I am not generally one to complain, but at this point, I feel it is all I have left to do. Thank you for your time.

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Posts: 9,062
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Blog Posts: 47
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Registered: ‎09-29-2008

Re: Appliance Delivery/Installation Problem

Hey melindakm,

 

That sounds like a horrible appliance delivery/install experience, and I am honestly sorry for this. I can't agree more that this many appointments put far too much of an undue burden on you. At this point do you have any specific requests of me? Is there anything we can do to make this right for you?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-30-2018

Re: Appliance Delivery/Installation Problem

Thank you for asking. For two plus weeks, my family of four has been forced to incur the cost of many meals outside of the home since we did not have a working stove as well as the gas that was used driving back and forth from my place of employment during the day to my home to meet the delivery personnel. I would appreciate if you could credit my account 20% to help offset those costs. 

 

Thank you so much for your time and understanding of this matter. 

Highlighted
Posts: 9,062
Topics: 83
Kudos: 247
Blog Posts: 47
Solutions: 364
Registered: ‎09-29-2008

Re: Appliance Delivery/Installation Problem

Hey melindakrn,

 

I will be honest that a 20% discount is unlikely, but you never know. Can you send me a private message with your name, your phone number, your email address, and your order number? To send me a private message click on the private message button to the right of my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!