02-03-2017 03:03 PM
Where do I start... just be forewarned think twice, 3 times, however many times you need to, before you consider purchasing and having Best Buy install your appliances. This has been a true nightmare.
My wife and I purchased a brand new washer and dryer in early December 2016. Everything has been downhill since the moment the delivery truck showed up. BB contracts the delivery/installation out to a company called Spirit Delivery. Do yourself a favor, inspect the appliances in your driveway and do not let these people anywhere near your house. These guys were like bulls in a china shop, worse. The fact that BB contracts with them, even given all the poor experiences, is beyond me.
Well these guys brought our washer and dryer down to our basement, deeply gouged laminate flooring (didn't even know this was possible) and obliterated a piece of floor molding. On top of that, the individual that connected the washer drain hose clearly over-tightened the rubber hose and caused it to rip. In fact, I recall hearing the other individual tell his partner not to over-tighten because of that very reason. Well shame on me for assuming it was all okay. I came home to a basement floor that had water everywhere because of this ripped drain hose. I needed to pick up all the flooring to assess the damage and allow it to dry. My basement is a mess and I still don't have this situation fixed.
I called BB to submit a claim. They told me that I'd need to work with Sedgewick, which is a third party claims administrator. As you can see, BB wants to distance itself as much as possible from all of this. As that's the case, I just can't figure out why they still offer this service. Anyways, it takes approximately two weeks for Sedgewick to look into this very cut and dry matter, only to tell me "my investigation has revealed no evidence to indicate any negligence on the part of Best Buy and/or their employees, and I have determined that the following company may be the responsible party for your damages: Spirit Delivery."
Well no kidding there. So now two weeks has gone by and I'm about to start this process with Spirit. I get them all my information. Now 3 weeks has gone by and I'm still yet to hear anything substantive from Spirit. Initially my representative would at least respond to my emails for updates, but now she's gone rogue. Last I hear I would have the decision on this past Tuesday. Well today's Friday. I followed up with my Spirit representative on Tuesday, on Wednesday, on Thursday, and Today on Friday. NOTHING! Unbelievable, stay away, do not purchase appliances from Best Buy, find a company that actually values it's customers' experience and does not contract out the dirty work.
The only positive in this experience is I now know what company not to use in the future for all these needs.
02-09-2017 09:41 AM
A purchase of new appliances is a pretty big deal and, as I well know, requires a lot of research and attention to detail. Once the order is made, I think it's reasonable to expect a delivery and installation that is smooth and efficient, not one that results in complications. I was very discouraged to read of your experience to date and I apologize for the difficulties you've encountered.
As Spirit Deliveries is the responsible party in this situation, I encourage you to continue working with them toward a resolution. I will ensure your remarks are made available to Best Buy's corporate teams for review.
Please know I am grateful you took the time to share your experience with us.
02-09-2017 09:43 AM
No, Best Buy is the responsible party for choosing Spirit Deliveries. This has been a true nightmare and this response exemplies BB's total disregard for this situation and so many others who have similar experiences.
02-20-2017 07:42 AM
I totally understand your frustration and utter disgust with your experience. I would say most ALL big-box companies sub-contract their delivery companies to alleviate the very thing that happened to you. We are a terribly litigious society now, so you can't blame Best Buy for doing their best at offering the service at a very low rate and always understand this will be the case of getting major appliances delivered to your home, no matter where you shop. You may go to Sears thinking you'll have a better experience, but low-n-behold Spirit has that contract as well.
At the same time your eviceration of Spirirt will probably get Best Buy to eliminate them from delivering Best Buy products in the future after another sub-contractor can be put in place to continue the stores deliveries. I hope the products themselves have been meeting up to their desired use. All I'm saying, lay the blame at the appropriate foot.
11-18-2017 12:45 PM
Before placing my order for a washer and dryer, I searched for reviews on installation experience...and this thread came up.
The end customer has no direct relationship with spirit and, as a one time customer, has no leverage.
Best buy , as the buyer of spirits services has considerable leverage....
Errors happen in an installation.........but the fact that Best Buy doesn’t pressure spirit to fix the error.....sets an extremely low standard, for spirit, of what is is acceptable.
I own stock in HD.....but will be placing my order elsewhere.
11-10-2018 12:39 PM
This message has been moved to its own topic.