BEST BUY CO INC

Unbelievably disgusted....with Best Buy and MN Plumbing & Appliance! BUYER BEWARE!! I bought a dishwasher and microwave from Best Buy (Maple Grove store) to be delivered/installed by MN Plumbing & Appliance on Friday 9/30. Although each item could have been delivered/installed separately, to make things more convenient (for the installers), we waited a longer time so both items could be delivered/installed at the same time. Well on 9/30, no one showed up (install guy stated he was here but I work from home 100% and have never had any issues with deliveries. I also have a dog that barks at everything and I was making coffee at the time the driver stated he was here). It unfortunately took me calling Best Buy several times each day for a full week (escalation team engaged but unresponsive so dealt with store contact who did call me back) and them making calls while waiting on the installer to return the items to the warehouse so a second appointment could be scheduled. I was firm in telling Best Buy if the install for both items was not rescheduled for this week I was just cancelling my full order. Finally a time was booked for today 11/3 (12-4 window) and I was reassured we were good to go. The MN Plumbing & Appliance installer calls today around 3:30 to say he would be here around 3:50. At 4:09 the installers finally show up and come in and start unscrewing the dishwasher face to look at the electrical setup. Without finishing the dishwasher they next take out the microwave. After the microwave is out the installer then looks at the plumbing setup (opens door under sink) and states there is an issue with the dishwasher regarding the plumbing. Says he needs some clamps as he needs to convert from 1/2 to 3/4 (something like that). I indicated Best Buy had me purchase all that was needed. I indicated this information should have been provided to us in advance as I am not an installer and with no forewarning, would not know if we needed anything different. I understand the plumbing setup may be different from one home to the next but if the dishwasher needed “x” setup, that should have been told to me so we could have checked our plumbing setup in advance and purchased whatever added materials were needed so to be ready when the installers came. He said Best Buy should have let me know. I asked if he had the clamps with him in which his response was if I brought everything with me I would need a semi. I asked why he didn't look at the plumbing first before unhooking and unscrewing everything as he would have seen that right away. Having already dealt with a no show and now waiting another week for this second appointment (and waiting until after 4:00 for them to arrive), when the installer stated we would need to reschedule yet another appointment, I told him I would not be rescheduling. I asked if he could call Best Buy so they could get the needed clamps ready and if they started on the install of the microwave I would go pick them up. He states no, we will need to reschedule. At this point I am irritated and ask that they put everything back as it was. I had already indicated numerous times to Best Buy if the install of both items couldn't be done this week I was just going to cancel my order. So this is where it really gets good...as I am on a call waiting for Best Buy to answer, I look over and the installer is ready to leave. I look over and my microwave is still not back on my wall. I say "hold up, you need to put my microwave back". He says "I can't...as I broke the bolts taking it out. I can either leave your microwave or take it with me". I said "then you need to put in my new one" and he says "no, you will need to reschedule...I am out of here". Then he leaves..yep...takes my microwave he broke the bracket, doesn't install or leave my new microwave. Just leaves my house with a hole in in my kitchen wall!! MN Plumbing & Appliance, not sure what criteria you have for your reps to follow in being professional, but I doubt it indicates it is okay to leave a customer’s house with a big gap in the wall. You were here to represent Best Buy and you made your company and Best Buy look terrible. As for Best Buy...is it you general practice to not tell customers at the time of purchase what they need for the setup of your merchandise? Did you think I, or anyone, would be happy to be held hostage in their home for a 4-hour window to have installers come out just to say they can’t install and another appointment (perhaps weeks out) will need to be scheduled? Having called the store I placed my order at, they indicated there is not much (they) can do except follow standard process to... 1) open a ticket with the escalation team that was unresponsive earlier this week, 2) open a destruction ticket that will require insurance to come out (since the installers broke the bracket to my microwave while taking it out), or 3) reschedule to have MN Plumbing & Appliance come back out to install the items Seriously???? Not once has anyone said I am so sorry you have been given such terrible service and we broke your stuff and left you helpless and here is how we are immediately going to fix things. Instead you contract with a third party company that doesn’t show up or comes late, destroys items and leaves customer’s kitchen’s in disarray and then simply put me in a queue to be contacted in, who knows what timeframe, like this is no big deal. As Best Buys is paying MN Plumbing & Appliance to complete the i stalls it is pathetic that Best Buy allows the vendor to behave in this manner and stands behind them to allow such ridiculous service to be provided. The store manager was like my hands are tied. Seriously, shame on you Best Buy!! I blame you as you took my order and indicated you would service my needs in a professional manner. That has not been done and the true lack of accountability and action to quickly remedy is appalling! Unbelievable, unprofessional and unfortunate. I will never purchase anything from Best Buy again and to anyone ever needing plumbing service...I would cross MN Plumbing & Appliance from your list of credible companies to work with.

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Purchased a Kitchaid dishwasher from BestBuy at their Ridgedale location on 3/12/15. I noticed on the receipt, not the BestBuy name and logo,but Pacific Kitchen and Home. When I went back in to question this, I was assured 'it's all one and the same and the 'Pacific Kitchen and Home' would just allow BestBuy to better serve the customer??? The earliest I could have the dishwasher delivered was 3/25/15. This was due to availability AND their trucks only deliver to given zones on given days! I waited the 2 wks, and less than 24 hrs before the scheduled delivery, I got a call canceling and saying 'they were working on finding the dishwasher.' Again, with less than 24hrs notice, they gave us a delivery time 3 days later. The dishwasher arrived, they un boxed it, and it and we noted it was damaged. The left side was dented and the caster bent. And, when we looked inside, the dishwasher had a good bit of water in it and had obviously been run. Now 'pass the buck' begins! I called 1-800 bestbuy, who said, not their fault, call Pacific. I called Pacific who said, not their fault, call 1-800-bestbuy. Called 1-800bestbuy again, and was transferred twice, and then told to call the Ridgedale store directly! The Ridgedale store said, "you should have called us first." How would I know that??? They agreed to come and get the damaged/used dishwasher 'IN AWEEK' They would order a replacement, but it would take in excess of 2 additional weeks to get it. I asked for my money back and they agreed, but said they wouldn't actually credit me until they physically picked up the damaged one. They finally came on a Saturday for the damaged/used dishwasher, and as of the following Wednesday, still had issued no refund. Three more calls and the Ridgedale store manager got the credit applied to my credit card. Went to HomeDepot, bought exactly the same appliance, paid less and had it in 3 days..... undamaged and unused.

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