“Terrible experience with Best Buy Appliance Delivery - I ordered 3 new appliances and waited over 2 weeks for the items to get delivered. On delivery day I was told they'll be there between 12-6pm, my husband and I both took off work to be there. 6pm finally arrives and no one has shown up or called. I call Best Buy, wait on hold for over 30 minutes, finally get connected and the agent seemed very unapologetic for the fact we'd waited all day. She said they use a 3rd party delivery crew so she'd have to contact them, she gets them on the phone and the woman didn't want to help at all. All she said was she couldn't get ahold of the driver so she emailed them and asked them to call me directly.....I wait until 7:30pm, still haven't heard from anyone, I call Best Buy again, they try & call the 3rd party and find out now they're closed. This happened on a Friday so I asked them are they delivering Saturday then, no one knew. Finally I get ahold of a manager who tells me she'll try for Monday, I told her I couldn't take off another day & so Monday after 5pm, she said she'll try & call me back the Saturday to confirm the delivery - I end up having to call multiple times again and no one can give me an answer on when they'll be delivering, I talk to another manager who says it's not likely it'll happen Monday but she'll check then call back....again I hear nothing. Monday rolls around, I'm at work and get a call the delivery crew would be there in 30 minutes, I tell them no one is there so as I told them before, 5pm is the soonest they can deliver. After calling multiple times I finally get a dispatcher to call me who said they'll be there at 5pm. Monday night they finally showed up around 5:45pm - I had paid the extra $200 for the range to be changed out with a microwave and per the email I received from Best Buy telling me how to prepare for the install the video specifically says "our experts will change out your wiring for a new outlet"....as soon as the delivery guys get there they tell me they don't do that.....they ended up getting their manager on the phone and I explained the video sent by Best Buy said they would, I told him to forget it & just leave the microwave and we will install ourselves and I'll tell Best Buy to refund the extra I paid for install, finally the manager says they'll go ahead & do it. They get the dishwasher in and microwave, then unbox the stove and of course, it's broken. This happened Monday, today is Wednesday, I've called Best Buy multiple times asking when my stove will be re-delivered, of course no one knows. They said the delivery crew hasn't even checked back in the return so the order is locked and they can't reschedule. Their records don't even show they've delivered my dishwasher and microwave yet. This whole thing has been beyond frustrating. I can't get any specific person to get this resolved, managers have been no help, they've already deducted all my money and can't even tell me when I'll get my appliance. The lack of organization shown by Best Buy is unbelievable. It amazes me that with how poor of a job they've done not one manager has stepped up to take lead and get this taken care of. The one manager I did speak with, Amanda Shires said she provided her direct phone number however every time I've tried calling her since then it goes into a queue. I've even asked to cancel my order so I can just order somewhere else but they keep saying my order is on hold because of the 3rd party so they won't even cancel it. This is the WORST customer service experience I've ever ever had. I will definitely make sure my family & myself NEVER use Best Buy again. They should be ashamed at how terrible of a job every single person I've spoken with has done. It's mid-day Wednesday and I still can't get an answer when I'll receive my stove and it's released so I can't cancel it to just get it somewhere else. NEVER use Best Buy, you will truly regret it.”
“am a long-time shopper at Best Buy and had one of the worst experiences ever. I was trying to return something I bought and I find out they have a 15-day policy. I had over the years purchased so much that I I had an elite status so I never knew there was a 15-day policy. I then explained I was out of the country and could not return it. I was 4 days late. The asst managers attitude was very glib and patronizing as he said he would do me a favor and let me exchange it for something but it had to be right there and then. I explained I did not need anything now but would happy to take a store credit. He explained that was not going to happen and if I walked out I would not be able to exchange it. I asked for the General Managers card and I sent him an email explaining everything and never heard a word back. That explained to me why his managers were the way they were. Not very customer service oriented. I then tried to reach out to corporate and reached a call center in India that said no one could help me. I then went on their community website and was told they would have the GM reach out to me. That never happened. Then I was told to private message this person and they would reach out to the store and get a store credit or have the GM talk with me. I got back a message saying the asst manager John did everything he could do.
Amazing, now I understand why they are receiving Two stars and their stock was down 17% last month. The worst customer service I have ever had. Will not be returning to Prestonwood Store.”
“For a store that is trying to get back on its feet, you seem to have learned little, in fact, your customer service now is substantially worse than it was in the past.
We purchased a new LG washer from Best Buy and have been having problems since month 4. The machine began to vibrate violently, “walk,”
Would not spin out, would time out down to 4 minutes and then spend 45 minutes on 4 minutes until it was manually stopped and reset for spin on medium,
We purchased the 5 year extended warranty with the plan and have had the geek squad and third party repairers out to our home at least 7 times to repair the washer. Each repair is for the same reason. The Geek squad repair reps have even expressly said that the machine that we have has become well known for failure, as the vibration dampeners have a cheap, plastic part that keeps breaking.
We asked Best Buy to replace the washer under the Lemon Policy in the 5 year warranty. The referred us to the “special forces” group which is actually a third party vendor that they use to deny claims. The third party vendor agreed to submit a claim for lemon replacement that would be responded to in 3-5 days. 13 days later, after calling, I was told that the claim was denied because the repairs had to be for the same repair, three times, each a month apart. I informed the representative that we had had the unit repaired at least seven times each time for the same problem. The conversation:
Oh we only see one repair in our system?
Really, because I have emails and evidence that will show multiple visits
Oh, let me check another system
Oh yes I see that you have had repairs in July of 2018, January of 2019, February of 2019 and September of 2019.
Yes, there are actually more than that but that should satisfy my requirement - right?
Oh - well the repair needs to be for the same problem each time
Yes- the repair was for the same problem, a problem which the Geek squad members have stated is common to this model
Oh well our records do not show that it was for the same repair
Really? What do your records show the repairs were for then?
Um - we are not sure?
I want your appeal policy so that I can appeal this decision
Oh - well I’ll send the claim back up
(Two hours later message on home phone)
Hello, this is Karen, I talked to you earlier - I decided not to send the claim back up - thanks goodbye
Our previous experience with the Geek Squad had been excellent. They came out, were honest, and repaired our unit (the same cannot be said for their 3rd party repair company the two times that they came out as they proceeded to feed us shovels full of BS (you are using the wrong soap, your floor may need reinforced, you shouldn’t wash more than 3 towels at a time, etc).
The new Best Buy isn’t worth the time and effort. Take your business elsewhere.”
“The quality of customer attention from the sales rep at St Pete, FL Arnold to the installers (Pedro. Angel & Jeffrey) it was a SMOOTH and EASY process WITHOUT feeling stressed or pushed to buy more. Plus, the quality of the product is also great! ...The notification services via emails and texts were also a BONUS!...
It kept my household reminded and prepared... The section that gives information on what to do BEFORE the installers was an extra special touch too and VERY helpful! ....We bought the Frigidaire suite for our kitchen. EVERYTHING works GREAT and we have NO complaints! 24" Front Tall Tub Dishwasher SKU:6272905 and Gallery 3/4 Disposer SKU:6109304 (BOTH VERY QUITE when in use!); 25.6 Cu Ft Side by side Refrigerator SKU:609871; 5.3 Cu Ft Self Cleaning Electric Range SKU:5857605; 1.6 Cu Ft. Over The Range Microwave SKU: 5857718; ....FRIGIDARE Product reviews = 5 STAR on ALL the appliances & the installers & the sales rep from St Pete, FL!”
“I brought a baby monitor on bestbuy.ca and I decided to return it because it is not want I want. First, I went to the store, they told me it is not sold by them and I need to ship it back to the vendor which is a surprise to me. Then I follow the instruction online for return, ship the product back to the place they ask and I did not get a full refund because they told me the shipping charge is not included. So BEWARE when you buy from bestbuy.ca because you might not be purchasing directly from Bestbuy so you will not get any protection on returns, exchange or warranty. I called bestbuy to get more information as I don't understand I brought from Bestbuy but it cannot be return through bestbuy stores, and I was told that because you just purchased from our site not really from us and ask me to read clearly before making purchase from bestbuy site. What a joke!”
“Five years ago, I wrote a bad review about this location (Mission Viejo). But over the past several years, this Best Buy and others really had stepped up their game and deserving of a higher rating. BUT once again the real Best Buy came to the surface. Here is my recent horror story.
It all started last April when I purchased a new home and decided to buy two 4K TVs from Best Buy and have them install it along with two others that I already owned. I got a fair deal on the two new TVs. But when I gave them my credit card, I was in shocked they charged me $1200 for the installations. I asked if they could provide any discounts and they said no. I wasn’t too happy but scheduled my install date which was 5 weeks out. I did so to ensure it occurred on the day I was taking off from work. A few days after I purchased my TVs and service, Best Buy announced their Total Tech Support Membership. For members, installations of any TVs were only $50! Of course, I went back to Best Buy, joined the service, & got a $1000 refund against my four installations! I was so happy until the day Best Buy was scheduled for the installations. They never showed up! I called Best Buy and they said there was some sort of “mix-up” and I need to reschedule. I was furious because I had reserved that date weeks in advance. I had to wait two more weeks before I had my TVs installed in my new home. Months later I would come to learn the real reasons for this “mix-up”.
Here is where this story becomes clearer. Best Buy ended up contracting my installs to a 3rd party. They did an ok job but by no means a Geek Squad experience that I thought I was going to receive (& was promised when I purchased the TVs). Last August, I decided to take advantage of my Total Tech membership a second time. I wanted additional HDMI cables installed for three of the four TVs in my home. I went down to the Mission Viejo store to schedule an appointment. The Blue Shirt was very nice but indicated they were booked “months in advance” and could only schedule a third party for the installation. Although that wasn’t my ideal choice as a Total Tech member; I agreed, and we scheduled the first available appointment on September 3. I took that day off from work. I called in the morning to ensure they would be coming, and my appointment was confirmed. The time window was 2-6 PM. Around 5 PM I received a call saying I needed to reschedule because the installers had an “emergency”! I was furious! After calling the 800 number and on hold for 35 minutes, I rescheduled the appointment for the following Saturday between 12-4 PM. On Saturday morning, I couldn’t see my appointment online & called Best Buy Mission Viejo. They assured me my appointment was good. Around 3:30 PM, I called again because I hadn’t received any notice they were coming. They assured me everything was on schedule. Well, they never showed up! Not even a call from Best Buy.
I was at the Costa Mesa Best Buy the next day & decided to speak to a manager for them to explain these events. They looked up my order number and I could see his facial expressions. He said that he would had never scheduled the appointment with a 3rd party because they don’t like doing this kind of work. He then said Best Buy Geek Squad was booked for months (into December) and he needed to call someone to get me a better date & get back to me. Guess what, he never did!
The bottom line, I discovered that Best Buy Total Tech Membership is worthless! Because no one wants to do the job for such cheap rates including Best Buy themselves. I ended up contacting a professional company in my area and they did the job amazingly well. DO NOT BUY BEST BUY TOTAL TECH MEMEBERSHIP and do NOT purchase any Best Buy installation services. Go to a local professional. I am going to demand full refund on my membership and/or file multiple complaints with several consumer advocates.”
“I bought a printer a year and 4 months, used it only about 20 times and it just quit working. Best Buy would not do anything for me since warranty was expired. Well I spent $70.00 for it and feel that they could have done something. I doubt I will shop there again.”
“We bought a high end washer and dryer from Best Buy in South Hills, PA. The day of delivery they called to say the dryer was no longer available and to ask if we still wanted the washer. This was a day of work missed to be here. We went back to Best Buy and bought a different set. The delivery people didn't have the hoses we bought, so we went back to the store to pick them up. Another day of lost work. Best Buy then tells us they can't help us install the new hoses. Absolute disappointment and fiasco. We will never buy from Best Buy again. Wish I could have left less than one star.”
“I purchased a LG Refrigerator from Best Buy in August. The same refrigerator was available at other stores but I chose Best Buy for the ability to specifically schedule the delivery and haul-away due to my work schedule. Additionally, my wife and I have two month old twins so we had to plan accordingly for a working fridge. The delivery was set for 8/26/19. Prior to the date, I called to inquire what was required of me to prepare the old fridge for haul away. The old refrigerator was a built-in so I assumed I needed to perform certain steps for haul away. I was informed that it had to be disconnected and taken out of the built-in space. I disconnected the water supply, removed all front panels and moved the refrigerator to the center of the kitchen. When the delivery team arrived, they took one look at the fridge and said they could not take it away due to the size. I was informed me that a four-person team was required. There was no mention of this when I called to find out all the details needed for preparation. The new fridge was not delivered on 8/26/19 and the old fridge remained disconnected in the middle of my kitchen.
The earliest Best Buy could get another team out to the house was three days later on Thursday, 8/29/19. My family, including 2 two-month old babies, would use a cooler over the next three days. I confirmed multiple times with Best Buy that it would be a four-person team completing the delivery on 8/29/19. Regardless, a two-person team arrived AGAIN. The paperwork clearly stated that a four-person team was needed for the delivery and haul away. There was no apology and Best Buy pointed fingers at the delivery service. Vice versa, the delivery service said Best Buy did not schedule it correctly. I had no choice but to accept the new fridge that day due to our need of having a working fridge. However, we had to live with the old fridge sitting in the middle of the kitchen until the haul-away could be coordinated for a third time.
This is entirely unacceptable. While customer service was accessible over the phone they did little to remedy situation. The haul away was rescheduled for Tuesday, 9/3/19 between 7:00am and 7:41 am. The team arrived at 8:30am. There was no call in advance with an ETA or an explanation for the delay. Subsequently, I was late for work. Again, no apology or accountability from Best Buy or the delivery company.
I was informed that Best Buy and I could discuss compensation for the errors and inconvenience after the fridge was delivered and the old one taken away. I called the Customer Service Representative and was offered a $75 Best Buy gift card. This compensation that was not worth the aggravation and inconvenience of taking off work and not having a working fridge for three days. I did not accept this meaningless gift card and I should have ordered from Home Depot or any other reliable retailer that offered the same fridge. I will no longer be a Best Buy customer and will continue to share my extremely unpleasant and unprofessional experience with Best Buy to all friends, family and internet reviews.”
“Best Buy is an antiqued 20th century retailer that will soon be obsolete like Circuit City. You would think that a retailer that specializes in technology would invest in modern point of sale computer system to track all their customer transaction, but they don’t. They still operate under a 1983 business model which is why Amazon will eventuality put them out of business.
On May 24, 2019 I made a purchase of a Polk Soundbar System in the Best Buy Florida Mall. On August 30, 2019 the soundbar stop working. I keep the box, but I misplaced the receipt. I made purchase using my debit card so looked up the transaction and made a copied of the statement to show proof of purchase.
I attempted to exchange the soundbar at the 6300 Grandview Pkwy, Davenport, FL 33837 Best Buy location. I was rudely treated by the customer rep because I did not have a receipt. I conveyed to her that I have proof of the purchase and the box with the bill of lading that shows this product originated from Best Buy Florida Mall. I requested the assistance of the manager and, he exhausted all his efforts attempting to locate the transaction in their system. Unfortunately, he could not find it.
If I would have purchase the soundbar in Amazon they would have a happily exchanged the product.
The lesson to be learned is that Best Buy is no longer the best buy when it comes to electronics and customer service.”
“Best Buy is an antiqued 20th century retailer that will soon be obsolete like Circuit City. You would think that retailer that specializes in technology would invest in modern point of sale computer system to track all their costumer transaction but the don’t. They still operate under a 1983 business model which is why Amazon will eventuality put them out of business.
On May 24, 2019 I made a purchase of a Polk Soundbar System in the Best Buy Florida Mall. On August 30, 2019 the soundbar stop working. I keep the box but I misplaced the receipt. I made purchase using my debit card so looked up the transaction and made a copied of the statement to show proof of purchase.
I attempted to exchange the soundbar at the 6300 Grandview Pkwy, Davenport, FL 33837 Best Buy location. I was rudely treated by the customer rep because I did not have a receipt. I conveyed to her that I have proof of the purchase and the box with the bill of lading that shows this product originated from Best Buy Florida Mall. I requested the assistance of the manager and, he exhausted all his efforts attempting to located the transaction in his system. Unfortunately he could not find it.
I if would have purchase the soundbar in Amazon they would have a happily exchanged the product.
The lesson to be learned is that Best Buy is no longer the best buy when in comes to electronics and costumer service.”
“Two terrible interactions in one month. The latest involved an automatic renewal of my Office365 subscription through Best Buy. I was charged on Aug. 7, but started getting notifications in WORD that my subscription had been cancelled. After 2 1/2 hours on the phone being passed from dept. to dept, the upshot was that, as far as Best Buy was concerned, my subscription was active and that if I wanted them to investigate why Microsoft didn't reflect that, I would have to pay a one-time tech support charge of $99. I told them to cancel the subscription (I went directly through Microsoft instead). 10 days later, I didn't see a credit. Two subsequent calls to Best Buy - reps said the credit had been issued, but it would take up to 15 days to show up because my credit card company was really backed up with requests and slow to issue the credit. I called my credit card company today, and they had no record of any request being made by Best Buy for a credit.”
“If you don't know how bad your customer service is...you shouldn't be in the position that you are in! Shop a few of your stores and try returning the items!”
“Ben at BestBuy in Spanish Fort Alabama did an excellent job today with a purchase I had that was damaged. Quick and easy and very professional. Thanks Ben.”
“Got home with a broken tv. Best Buy loaded it in my truck so I should have no problems, right? Took back after opening and they told me it was loaded incorrectly. YOUR GUYS LOADED IT!!!!!! They would NOT refund or exchange. I’ve always hated Best Buy so why I even went there is a mystery!! DO NOT USE BEAT BUY!!!!”
“On August 20th I ordered over $1000.00 in kitchen appliances online and scheduled a delivery for the 23rd. The 23rd comes and goes and no delivery. I tried calling the number provided but get a message they are experiencing higher than usual call volume and the wait time is 2 hours, 43 minutes. I used their online chat and was lied to by multiple employees. No one could ever tell me what happened to my order. I finally had enough and told them to cancel my order. My advice to everyone, STAY AWAY from best buy. Worst customer service anywhere!”
“This store has lots of employees, all of them talking to one another. When someone finally asks if I would like help, he/she is totally disinterested.
It's been this way every time I've visited.”
“I have never felt more ripped off in my life. They over sell and lied to me. They charged $300 to install a tv that took less then 45 minutes. Don’t buy from Best Buy”
