Customer Ratings & Reviews

I was a very happy Totaltech member but unfortunately this experience was the worst. There were 4 separate installation technicians, and 4 failed attempts to install the dryer: 1) first attempt we found out from the technician that we ordered an electric dryer but should have been a gas dryer. Our fault, so we ordered a gas dryer. 2) second attempt the technician took a quick look at the stairs from the first floor and immediately said he cannot bring the dryer (and washer) up the stairs because it won’t fit! It’s a brand new condo, so it’s clear the technician was lazy. 3) third attempt the technician advised the dryer was damaged; however, he successfully brought the washer up the stairs and installed it in the laundry closet. 4) fourth attempt the technician looked in the laundry closet and said he cannot install the dryer because he is not allowed to install a dryer that has a vent going into the ceiling (instead of the side wall). Makes no sense since again this is a brand new condo and the city and building inspector would not allow out of code items. I complained to the dispatcher and he sided with the technician. The technician left the dryer and accessories in the garage. I attempted to call Best Buy support to re-schedule the install, but after support said they would call me back to schedule and never did, I gave up. No one took accountability and followed up with me to solve the install. I am now trying to find another company to install the dryer. Extremely disappointed in this experience!

Delivery and install was performed by a sub-contractor Best Buy Hires. Delivery aspect was fine. Install location Ill admit was a challenge. But these guys are all about speed, in and out because they have too many to do in a day. Can't provide the time needed to do a job right. At this point, I have to take it out and redo the job so it fits and first leak. My recommendation, go to an appliance store that provides their OWN installers. If you can't carry it out of Best Buy, don't buy it..

I've been a loyal Best Buy customer for many years. Never have I had such an experience with something so simple. It took four, yes four attempts just to set up and install my washer and dryer. Terrible miscommunication from Best Buy's part from start till finished. Customer service stated there were managers and many people attached to my case file but in the end it fell through. Are you telling me you best and brightest couldn't install my washer/dryer in 4 attempts? First attempt: Installers brought the washer/dryer and 2/4 items needed for the installation. Needed a stacking kit and dryer hoses. Had to reschedule, best buy said they made notes to bring the other 2 items next time. Second attempt: Next week comes and waited for 5 hours just for them to call me to let me know that they are on their way and when I asked if they had the stacking kit/dryer hoses they had no idea what I was talking about. So rescheduled with more notes. Third attempt: Another week rolls by, said will be there with the equipment from 8AM-12PM. Man calls me from best buy at 7:00 AM that they will make it to my house in 30 mins. Afterwards, never received a call or any notice. Never showed up. After 12PM I had to call the customer service department once again and they said someone else will now come from 2PM to 6 PM. 5:50PM someone calls me and says they will be 1hr and 40 minutes late due to traffic. I told them that's fine, as long as they had the stacking kit and hoses. Their answer "What stacking kit?" Once again I had to call customer service, their solution: Physically drive and go to a physical store and buy one for them. Even though I ordered everything the first time in store and the employee told me they would take care of everything and would bring it to the home to install. So frustrated/desperate I ended up just driving to my nearest bestbuy which is 20-25 mins away. Just to find out there was no Stacking Kit for that washer and dryer in stock. So they had to order it from a different Best Buy. So now the next day I had to drive to another best buy just to pick them up. Finally I have everything. They can't mess this up right? Forth/Final Attempt Part 1: Customer service told me due to it being a 4 man team I needed to wait another week for a team to come by my house. I was so frustrated that I demanded they come immediately. I was able to get assistance from the manager that helped me with my washer and dryer in the first place. Got scheduled for the next day. From 4-8PM. The installers come at 5PM, only two of them. So we needed to wait for the other two to arrive. 30-45 mins later they arrive and they move my washer and dryer which is fine but as they are moving it into my washer/dryer area they break the front of the drip pan. Yes i'm dead serious. Its just perfect. Like a movie. So they went to Home Depot to try to do a "Patch up" job and told me it would set in an hour. After they left I left it there for the rest of the night just to be safe. Forth Attempt Part 2: The next day I check, nothing is sealed and since its not sealed, the glue/weld they used was on the floor now. Sticky. I ended up having to clean up the floor myself. I expressed my disappointment to best buy and the installers. The installers decided to get me a new tray and replaced it. Next day installers come and finally installed everything properly. To sum this up, I don't think I will ever have a service done by Best Buy ever again. They compensated for my wasted 4-5 days of waiting/frustrating/time/patience with a gift card but I didn't felt justification. It felt like a slap to the face for someone who loved shopping there for years. It feels like they were saying "This is the best, take it or leave it". The washer and dryer itself are great equipment. It took a total of 4 weeks to get this completed. That means 4 weeks of unwashed clothes for my wife and myself. I will not again trust Best Buy with any major appliances in the future.

I had to buy a bunch of extra parts (new gas line, vent hose, steam feature kit, etc.) in order for Best Buy installation to be an option. I paid extra for installation. The dryer I bought has a steam feature, being unfamiliar with this luxury was a deciding factor in paying for installation. They didn't hook up the steam feature, I've attached a picture of the kit still intact. I spent a lot extra for incomplete service. Disappointed.

Vent hose was too short wasn’t probably connected Had to call a contractor to properly install a new vent the proper size

One star for removing my old washer and dryer. Guys came out to install my new washer and dryer but wouldn’t do it because apparently gas connection hardware was old. Okay that’s reasonable no problem. During the visit they questioned whether the new washer and dryer would fit on the platform of the old ones. I assured them that they would that I had taken the dimensions into consideration at the time of purchase. So I went ahead and paid a plumber to replace the gas hardware and rescheduled installation. I was not at home when they came Because of work. But my father was. They told him that there was no way the new washer and dryer would fit and then they spoke to me by phone and told me the same thing. I once again assured them that the measurements were correct and that they would fit. All to know avail they hung up the phone and then about half an hour later I got a call from a lady from their installation company. She was pretty I write and read me the riot act. Didn’t wanna hear anything I had to say. The call ended with her saying that she advises me to go back to Best Buy and swap my machines for smaller ones. If I didn’t like that option then I can either install them myself or call another company. Well since I had been without a washer and dryer for two weeks I decided to go ahead and call someone to install them for me. The guy came out the very next morning . Spent less than an hour at my house everything fits perfectly. The machines themselves are great. the service to install them not so much. The worst of it was that when I got home after the second visit the first thing I noticed was they had not even taken the machines out of the boxes. Best buy it self is a great company but they need another service that represents their name accordingly. Hopefully they will refund me for the installation fees I paid at time of sale

ABSOLUTELY LOVE THIS GAS DRYER. IT HAS ALL THE FEATURES LIKE THE CLEANERS.

Hassle. The installer seemed unfamiliar with installation. He asked for a new gas connector with a different size so it was not installed the first time. It caused so much time to call the customer service to schedule a new installation day. I was forced/obliged to go to a BestBuy store to buy a new gas connector with a different size. Only to found out that the connector included in the delivery (the one I added upon checking out the dryer) is really the correct one. It was only the first installer who is wrong. Hassle to go to the store and buy a new one, hassle to schedule installation again, and hassle to return the item that I purchased in the store. If only the installer is knowledgeable, there will be no hassle for us.

The website shows this service as complete. This is incorrect. My dryer was not installed on scheduled day of June 3, 2022. Multiple reschedules & conflicting texts & emails regarding delivery of washing machine & installation of both washing machine & dryer. I had to call when no one showed up at scheduled appointment time and the website showed the service had been completed. The service had to be rescheduled. However they would not reschedule for the same time as my washer installation. Originally both, washer & dryer, were to be installed on the same day. I’m very unhappy with Best Buy delivery/installation services. Original purchase date 6-1-22 not 6-3 as displayed.

This installation left a minor scratch on my dryer but decided not to complain since it takes too long and complicated.

My brandnew dryer has scratches on the door. I did not see any bad movement from the delivery guys.

Awesome guy who helped install our washer and dryer!

What a terrible installation!! He said that my gas valve was out of date and I would have to call a plumber and they would have to come back. After some discussion he said I have a valve in the truck but it would cost me 150 dollars CASH to install it. So he brings the dryer to the back and on top is the gas installation kit that I purchased with a hole in the plastic where he removed the valve when he went back to the truck. So like a dummy I gave him 150 dollars CASH. The installation commences. The vent tube was hooked to the back of the dryer with no elbow and was crushed nearly completely when the dryer was pushed back to the wall. The vent tube was severely crushed at the wall vent as well. Again no elbow. The machine would not dry anything for the longest time. So I looked my self and I found the vent. Now I will have to call a professional installer.

I like everything and the customer service is excellent

I am frustrated with the recent installation of my dryer ventilation. The technician used an incorrect vent kit and improperly secured it to the wall, it was like tape to the wall leading to it coming loose. I am deeply disappointed in the lack of professionalism and disregard for safety demonstrated by your technician. As a paying customer, I expect and deserve better service than what was provided.

The installer failed to use either the venting kit, nor the gas line that I had purchased, leaving, nothing with me. He used a 9 inch piece of tape, taken off the middle elbow that was covered with lint. I only noticed this as I developed a migraine and became dizzy. I went to get my wash out of the dryer that was on for 50 minutes and looked behind the dryer only to see the vent disconnected from the dryer. So I had carbon monoxide leaking through my house that whole time. I even had venting tape available, which he failed to use and left without saying a word.

Arrived a bit early installed fast friendly and did a great job. No complaints from me.

So the delivery was horrible as i submitted a my complaint this was just as bad they said they couldn’t hook anything up because we didn’t have what we needed but they ultimately did hook all but the gas line up after I complained and we had a stand pipe installed so the washer would drain and they drilled a hole in my sink instead and connected the drain pipe there until I told them no

Very kind and professional staff. They will assure everything is well installed and working properly

The guys he installed it was great and they I’m time