I have a significant problem I would like to address with Best Buy. I purchased a Maytag washer and dryer from Best Buy on 22Nov03. I purchased the set at the Valley Store in Spokane Washington. I was new to the area and did not realize at the time what a problem this was. Since my house is at Fairchild AFB, the North Store of Spokane was responsible for the delivery. I went with my sister to purchase the merchandise. I also purchased a TV and a DVD. Due to the fact that I purchased the items in two separate areas, it took me over a hour and a half to actually buy these items after I selected what I wanted.
On 2 December, my washer and dryer was delivered. Come to find out, the washer that I was delivered had a significant dent on the front of it. The delivery men told me that I would be delivered a new washer and that they would leave me the old one until they could deliver me a new one. They promised that when they got back to the store they would call me with new delivery information on the new washer. They had my home, cell, and work number at this time. I started to do my laundry that night to find out my Maytag dryer did not completely work. It could not do the wrinkle free option. I waited that night, after a guarantee of a phone call back from the delivery men at the North Spokane store, until 8:30pm. I called the North Store to find out what was going on. They stated they were sorry and were going to work something out.
After over an hour, I was told that since I did not purchase the merchandise from the North Store I would have to talk to the Valley Store. After 4 phone calls trying to resolve my washer and dryer issue, I was then told by the Valley store that I was going to get a replacement set of the washer and dryer with a Whirlpool. Mike the manager of appliances stated that I was getting a better deal. He told me the difference and it was approximately $50 for the better for myself. Since I am recently stationed at the Air Force Base I was concerned of missing work again for the washer and dryer. I was going to be off for a shipment of my household goods from Korea on Thursday, 4 December and guaranteed that I would have the washer and dryer delivered from 2-5pm on the 4th. I appreciated the help but was a bit upset that throughout all the conversations within a day and a half of the delivery, no one called me, I had to call several of times to get this answer.
On 4 December, I was called by the delivery man at 2pm. He stated that he was scheduling delivery for the 5th, the following day. I explained to him that I had an agreement that the new washer and dryer would be delivered that same day. He told me, "it works right?" He proceeded to raise his voice and have foul language with me. I told him he needed to talk to his store representatives and work it out but I was not going to be talked down to.
At 4pm on the 4th of December I was called by Mike who said he was a manager, later he is just over appliances, that the driver was on his way. He was surprised when I told him I talked to the delivery driver. He said he would clear up that conversation because it was inappropriate. At 430 pm, I was called again by the delivery driver stating that he could not get on the military installation because he could not show proof of insurance since the "normal" truck was broken down and he had a rental. He yelled, "what do you want me to do about it?" I immediately told him I was not going to accept his tone and called the manager of the Valley store. I told the delivery driver that he had no right to yell at me and that I was not in the wrong. When I talked to the manager he promised me to deliver the new washer and dryer at 4:45pm on the 5th of December and apologized that I had to waste another day. When the delivery driver left the base without being able to get on base he called me up laughing that I could not get my merchandise. I hung up and was very upset. On Friday the 5th, no merchandise was delivered. I called the store and they stated that they were just going to return the merchandise. I had to call, I was not called once again of this notice.
At about 530pm the delivery man called me again laughing saying that he was not going to deliver the merchandise. He did not want to waste his time with the delivery. After his laughing, I hung up immediately. I went to the store the night of the 5th and then was told by a different Mike, the Merchandise Manager that I was not going to get my money until Best Buy had possession of the merchandise and it would take 8-10 business days since I wrote a check. The check had cleared long prior. None of this was my fault and I felt like the victim. Mike set up a new pick up time for Saturday, 6 December with the North Store. This was at 730pm on 5 November with a promise that I was going to be called within an hour of a time frame. No call once again. On 6 November at noon I called 1-800-bestbuy. I spoke with two representatives. I felt that I had wasted 3 days already and was going on my fourth. At 1pm I was promised that I was going to be called very shortly to so I would not have to wait at my house all day. I was not called until after 4pm when I was having LUNCH with my son at Olive Garden. I feel your company has done me completely wrong.in fact, after I talked to the male representative at the 1-800 number, he told me that Brad the store manager of the Valley store said my washer was not even dented and I was making this all up. I specifically signed the order on the 2nd of December with an annotation that it had a dent. I feel completely treated awful.
The merchandise was FINALLY picked up on the 9th of December. I have not got my refund over $900 yet! No correspondence. So I am new to the area, single parent, child with special needs and I am stuck without a washer and dryer due to Best Buy and the poor customer relations and service. I am very upset. I have waited and feel very hurt by this. I serve my country in the Air Force but can not get even a tiny gratitude from Best Buy or service. I would like my refund immediately. I hope that this letter is being taken seriously. To let you know, I am making a copy of my reply to many Air Force friends as well as the Better Business and usacomplaints.com. I want to make sure that no one else experiences the mistreatment I have received from your company. I hope I receive a prompt response and repayment. I gave your company a lot of money, in trust, and have waited weeks with no help. I feel neglected and hurt by a company I have spent a lot of money with over the past years.
Sincerely
0 comments