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Best Buy Complaint - LG Washer/Dryer Combo WM3997HWA - LG WM3997HWA Front Load Washer/Dryer Combo
Best Buy Complaint

Best Buy Complaint

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LG Washer/Dryer Combo WM3997HWA - LG WM3997HWA Front Load Washer/Dryer Combo


My family has been loyal Best Buy customers for years. My husband is a Best Buy ElitePlus member and my daughter is a Best Buy Elite member. On July 28 we purchased an LG washer/dryer combo (WM3997HWA), which was advertised to be on sale for $500 off the original price. At the same time, Home Depot was running the same sale, but we went with Best Buy because we have been very happy with products and service we received in the past. Of note, is the fact that we are limited to the described appliance due to the limited space within our daughter%u2019s condominium. Since the time of purchase, delivery of the item has been pushed back and rescheduled by Best Buy on multiple occasions. We tend to be patient people and realize that unexpected situations arise, so we did not complain. However, on Tuesday, November 15, my daughter received yet another call from Best Buy informing her that the order was being canceled and our money refunded. This occurred the afternoon before the scheduled Wednesday, November 16 delivery. Needless to say, she was extremely upset. I then undertook trying to understand what happened within this purchase process. I first called LG to see if there was some kind of manufacturing backlog associated with the appliance. I spoke with %u201CJennifer%u201D who checked her news releases and she stated there were no issues associated with the item. I then tried calling the local Best Buy where shipment of the item was scheduled to arrive, but could never get through to anyone as I was caught in a continual %u201Chold%u201D loop. Finally, I went online and contacted the Best Buy customer service. %u201CRachel%u201D, very empathetic and diligent, tried to assist by contacting the store to find out what had occurred. She was told that the item was %u201Cspecial order%u201D and could no longer be purchased there and that our money would be refunded within three business days. When I questioned why they would advertise and sell the product in July, she did not have the answer. So after three plus months not only does my daughter not have the needed appliance, our money could have been in our account collecting interest (granted minimal), but we now have to try to find another store to purchase the washer/dryer combo, wait for delivery again, and probably pay full price. This situation has negated all of the positive outcomes we have experienced throughout the years with Best Buy. Even more importantly, however, is the fact that our %u201Cgood faith%u201D relationship with Best Buy has been damaged. We do not feel like we have been told the %u201Ctruth%u201D surrounding this purchase process.


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