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Best Buy Complaint - Zero Communication - Bosch dishwasher
Best Buy Complaint

Best Buy Complaint

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Zero Communication - Bosch dishwasher


I purchased a dishwasher on Friday, 12/12/14 from the Best Buy Destin FL store, to be delivered locally on the following Monday. The purchase was to include delivery, installation and haul away of the old unit. The salesperson told me that delivery would be between 7 a.m. and 7 p.m., but that I would receive a call on Sunday to establish a more specific time. When I had not received a call by 5 p.m. on Sunday, I began to attempt to contact the store, using the number given. After long waits and being disconnected a number of times, I finally reached a person who said I would receive a call after 7 p.m. that evening to establish delivery. I never received a call. On Monday morning, my attempts to contact the Destin store were never answered. Because the only additional contact information on the website was the e-mail of the store manager and the assistant store manager, I began attempting to contact them by e-mail. I received a return e-mail from the manager that I would receive a call from the store. The call never came. Finally, at about 3 p.m., after missing a day of work and other productive activities, the delivery team showed up at the house and left the dishwasher in the garage. When asked about installation, the delivery person stated that a third party would have to install the unit but had no idea on how to contact the 3rd party or when I could expect the installation. I again began to try contacting the store, by phone, but was unable to reach a party who could give me any more information regarding the installation. I again e-mailed the manager, who responded to my e-mail that someone would contact me regarding the installation issue. He indicated in the e-mail that I had not purchased installation services. I responded to him that I had requested installation and would be happy to pay for it if it had not been properly scheduled at the time of purchase. I am sure that I had requested the installation because the sales person had informed me that the old unit would have to be emptied prior to the time of delivery, in ordered to be %u201Chauled away.%u201D Despite the manager's assurances that someone would call, I never received a call back. By Thursday, 12/18/14, when I had still not received a call about installation, I had it installed by another party. On Friday, 12/19/14, without any prior notice, the Best Buy installer knocked at the front door, with the intention of installing the dishwasher. The installer was informed that the unit had already been installed. It seems to me that over a period of 5 days (Monday %u2013 Friday) we could have at least received at least one call or email regarding the installation. I can forgive the poor communication between a Friday purchase and a Monday delivery during a busy holiday period. However, the lack of communication regarding the installation after being assured on Monday by the manager it would be taken care of is totally unacceptable.
I have purchased several appliances from other Best Buy locations in the past and never experienced any problems with scheduling of delivery or installation/haul away.
However, this was my first purchase from the Destin store. I found that communication and execution of the delivery to be essentially non-existent at all levels of staff; from the store manager to the salesperson to the delivery team.


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