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Undelivered Appliance (Twice)
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WESTMINSTER, COLORADO -- On June 30th I had placed an order for a Samsung refrigerator via bestbuy.com. Due to some reasons I had to call the customer service representative to finish my order. All the weekends were booked for delivery therefore I had to settle for Friday 07/05/16 between 4-8 pm. On 7/05/16 I took a half day off from work and waited for the delivery. I did not get a call at all, which is quite contrary to what it says on their delivery email that they will call 2 hours prior to delivery time. I waited for more than 5 hours. Around 8 pm I called the customer service line multiple times. The reps over the phone were very rude and they could not tell what the delivery status was.

They could not help me reschedule it because the status on their system showed as "out for delivery". The next day I called and reschedule the delivery time for 07/14/16 from 8am-2pm. On 7/14/16 I took a day off from work to get the delivery. Unfortunately, I never got a call "2 hours prior" to delivery time. So at 10:43 am I called them up. The representative again over the phone had no clue where the delivery truck was. After we hung up I got a call from ** at 10:56 am saying they are 30 minutes away. 12 pm still no show for the delivery truck.

But I did get a call from Zane from Aurora Best Buy warehouse from 303-340-4971 saying the delivery truck broke down and they cannot deliver my refrigerator. Being very frustrated I called to cancel my order and they again said the item needs to be in the warehouse to cancel my order. So today finally I was able to cancel my order. The representative named Nicole at appliance Geek Squad, I believe she said, was very rude and asked me why I was cancelling my order. I told her to look at the history and figure it out. She said she couldn't see the history (very rudely) and that's why she was asking. I do not know if I will see my money back on my account or not.

I have been a Best Buy customer for years and years and have spent thousands of dollars. That will never happen again. Best Buy you have lost me as a customer. And I will make sure that I share this horrible experience with everyone so that they do not have to deal with such an irresponsible company.

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Poor Appliance Delivery and Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DAVENPORT, FLORIDA -- On 5/26/19, we purchased a suite of Samsung kitchen appliances (stove, dishwasher, microwave & refrigerator) from Best Buy. We also purchased professional installation of the fridge and stove. The stove was back ordered, but the other appliances were delivered on 5/29/19 and the stove was delivered and installed on 6/10/19. We noticed after installation that the right door on the refrigerator wouldn't stay open, so when you tried to access or stock food, the door would hit you in the back (Samsung confirmed this is a problem). We contacted Best Buy and they sent out a Samsung repair man. He looked at the door, told us that model always has that problem and it's as good as it gets. Since this is a $2500 refrigerator, 'as good as it gets' isn't appropriate! We contacted Best Buy again, and they sent out another service person who noted that the doors were not even. He tried, but couldn't get them to be level. Also, he couldn't fix the door closing problem. After the 2nd failure to fix the door issue, we contacted Best Buy again, and our issue was escalated to mgmt (Michael and Kinice). Kinice said they should have done an exchange, and she processed that. On 6/29, the replacement fridge was delivered, and it was damaged inside. The delivery man made note of the damage and called his office - they put in for another replacement. That was scheduled for 7/3/19, but was cancelled at the last minute - they just discovered before delivery that the unit was on back-order. On 7/7/19, fridge #3 was delivered, but the delivery man told us to not accept the unit as the door seals were damaged. He contacted his office, and they AGAIN scheduled for a replacement and we kept the damaged unit until it could be replaced. On 7/13/19, delivery of fridge #4 was scheduled. We received an email that the delivery was 30 minutes away so we (yet again) emptied the fridge, but then they never showed up. We contacted the store, and they said the unit was back-ordered & didn't know why we weren't told. On 7/25/19, 2 months after our order, the next replacement fridge was finally delivered AND properly installed by a local Geek Squad employee - the first Best Buy employee that actually put a level on the fridge and knew how to make sure the doors worked.

During removal of the last damaged unit, the delivery crew scratched up our front door and damaged our front sidewalk. They also removed the door hardware from our rear door, and just left it like that when the were done. Now another month has gone by and we're waiting for Best Buy's delivery company's insurance agent to contact us to fix the damages that they left.

This has been the worst appliance experience we've ever had, and we will never purchase appliance from Best Buy again because of their poor handling of delivery, 'professional' installation, and repairs on damages.

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Unprofessional Delivery, Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CERRITOS, CALIFORNIA -- First, the delivery guys took the doors and shelves/bins off the new fridge, and placed them in the wet grass and dirt, leaning them up unprotected, against the tree in my front yard. This is how Best Buy treats your brand new $3,000 appliances?! After they left I found two beetles crawling on the fridge, one inside, one outside on the door! They did even not remove all the plastic and tape from many parts including ice maker, drawers, bins, doors, etc. They left so quickly we didn't even have time to inspect it while they were here. Doors are nonaligned, fridge not getting cold, drinks are cool at best, not cold even after 24 hours.

They did not cover it with any protection while moving it in through a tight doorway AS PROMISED at the store. Driver was rude and simply said "No." They did not hook it up for us because our water shut off valve was in a closet, even though at the store they said that would be no problem. Again, driver said "No!" Yesterday, a representative from Best Buy called to ask how delivery went. Told her about the door problem. She scheduled someone to come out today and said they would call me by 8 pm last night to confirm delivery time. Never called me!

When I called today I was on hold a total of 50 MINUTES before finally being told the service was NEVER SCHEDULED! Said they would "try to get a driver to come back, but next appointment isn't until the Fourth of July!" I purchased a 5-year extended warranty and the best they will do is send a DRIVER, not a technician, and not until 3 days after delivery of a faulty refrigerator? UNACCEPTABLE!

NOTE: Store representative contacted me, soonest they can send a technician is late next week! Meanwhile my food rots?? Instead they are delivering a new replacement tomorrow. Dreading another repeat of the delivery nightmare and customer service! Meanwhile, we miss more time from work, and spend hours prepping - moving furniture, emptying fridge, loading coolers with all our food, drinks, and ice. Get it right the first time!!

Update 07/02/2015:

NOTE: The ONLY person who was professional, kind, courteous and knowledgeable was Maria, the store rep who sold us the refrigerator and finally, after several wasted hours with other customer service, Geek Squad, and delivery reps on the phone, helped to coordinate a replacement.

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Terrible Experience Buying a Dryer
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LANCASTER, PA -- Terrible Experience! I went to Best Buy to purchase a dryer and discussed with the sales person at length that I needed the dryer to vent to the bottom and wanted to purchase the kit to convert it from standard rear venting to bottom venting. Best Buy's sales person indicated that they would order the kit and that they would be able to install the bottom vent dryer. I was charged for the kit and promised free installation. The main reason I bought from Best Buy was because they promised that they would install for free and assured me that the dryer venting to the bottom wouldn't be an issue.

Fast-forward to the delivery date and the installers tell me they don't have the necessary kit. Best Buy then calls and tells me they cannot install the dryer. No explanation was provided, but they referred me to their third party installer. After emailing the third party installer about a quote, Best Buy calls the following day and tells me that the their third party installer won't install the dryer either. The manager explains that something about the addition to my house requires a contractor to install it. My house doesn't have an addition and I have an existing dryer in the same spot!

Best Buy also informs me that the free installation I was promised was only for "standard" installation, which does not include bottom vent dryers which are an additional charge. Despite discussing at length with the salesperson that there would need to be a bottom vent conversion and installation, they never informed me of the additional charge to install it. Instead, Best Buy ordered the wrong part, failed to disclose the additional charge, refused to install the Dryer using its own people (without regard to the price), and provided information to their third party installer that resulted in them also refusing to install the dryer.

The moral of the story is, Best Buy provides terrible service and will not be helpful once they have your money. If you cannot install it yourself, don't bother buying it from Best Buy. They either will not help you at all or will hit you with hidden charges that should have been disclosed up front. There is zero accountability or effort to make good on the representations and services promised. Shameful!

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Installation a Washer (Stackable)
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FISHERS, INDIANA -- Ordered a washer (LG), stacking kit, installation, 6' S.S washing machine fill hose (2pk), and haul way, delivery guy showed up with nothing other than a washer and said that, "We are 3rd party and BEST BUY didn't give us stacking kit so we can't install!" Even current washer & dryer (LG) stacked each other and they could used the same stacking kit to just replace a washer but just left a washer in the garage and left (give Bestbuy a call). So I had to go over there this evening with my son and we were able to install and stack each other!

What kind of service is this? Also, I called 1-800-433-5778 and wait about 10 minutes and finally spoke with someone and explained and he said, "I'm so sorry to hear that and let me transfer to appliance." (I said I don't want to long wait again) and he said it won't be long, let me just transfer to them and here we go, it said 41 minutes waiting time again! Every time I tried to call, other than order something, it's some around 1 hour to 1 hour 50 min wait time. I'm very very upset and can't speak to anyone in Best Buy!!!

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EPIC FAIL
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PARMUS, NEW JERSEY -- Worse service. DO NOT use Best Buy. First I'm disappointed they do not give military discount. Second: I used them for 2 day home delivery of a Dryer. I'm told I will get a call the night prior to delivery for a window. That call never came. Then I get a text that they will be at my home at 0935. They don't show. I get an email that it was delivered. It wasn't. I then go on to find out when I sign in to my account it was cancelled. I call customer service and it was rescheduled for the following day and it's not on the truck so it can't be delivered. I took a day the morning off of work cost me money as my family needed the delivery in now. I wanted it prior to my deployment.

NEVER WILL I PURCHASE FROM BEST BUY AGAIN. Do yourself a favor and use Home Depot or Lowes.

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Failed Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

UNITED STATES, CALIFORNIA -- I am totally disappointed with BB. I ordered an expensive new refrigerator on Labor Day and they scheduled a delivery in one week. On the day of the delivery I waited and waited - no one called. I had to call and be put on hold for 30 minutes until someone figured out that the refrigerator had never been delivered to any BB warehouse in the area. No one told me in advance, although they knew about it. I cancelled the order and even that took forever. I will never shop at BB again. I asked for some compensation for my troubles and all the manager could do was give me a $20 gift card.

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Now You See It...Now You Don't Get It... ("WORST-BUY" - Paramus NJ)
By -

ROUTE 17 NORTH -- On Friday December 17th, I went to Best Buy in Paramus NJ (Rt. 17 North) to purchase a Dishwasher. Ours had died a few days before and we were hopeful we could find a replacement of decent quality that could be delivered before Christmas eve. We were in luck. After comparing models on-line and at the store that day, we purchased an LG Dishwasher. The person assisting confirmed they had it in white and plenty in stock. I paid for a 5 year warranty, installation and disposal of the old one. I chose Tuesday December 21st for delivery. They called the day before to confirm delivery between 1-5 on 12/21/2010.

My wife stayed home and took a day off to take delivery. 4:20 P.M. rolled around and no one yet. She called the number on the receipt to check that things were on track. WELL.. the initial call after 25 minutes on hold revealed that it was cancelled because when the delivery person went to pick it up it was not at the warehouse. My wife left it to me to call... I spent 2.5 hours between hold times on average or 20 to 30 minutes to eventually talk and get transferred to 4 people. One said I cancelled it. I explained that I never cancelled it. She then read that their "SMS" system cancelled at 7:15 A.M. the morning of delivery because it was out of stock and I could get a refund or select a model.

NO ONE FROM BEST BUY (WORST BUY) CALLED US TO TELL US ANYTHING. THEY LET US SIT AT HOME.. WASTE A DAY OFF AND GET NOTHING DELIVERED. I spoke to the an Appliance Manager at the Paramus NJ store and he explained he had no clue why and would "escalate it." I asked for a refund and he processed it incorrectly. He forgot to refund the warranty as well. Next morning on 12/22 I went to the Best Buy Store at Paramus NJ and spoke to the customer service desk. That person was unbelievably nice and was shocked that no one called. She refunded the remainder of the balance.

I then went over to the Appliance Manager to speak to him directly. I explained that his escalation call reached the delivery company but that the problem was Best Buy and not them. He could not tell me how they went from a few items in stock on Friday 12/17 and none on the morning of my delivery and WHY no one could call us. He promised to escalate it to the warehouse and again apologized. I received a second call from the delivery company on 12/22 and they informed me it was escalated again to them. Apparently to work at Best Buy as a manager you don't have to really understand how to follow-up on a customer problem.

I explained again it wasn't their issue but wanted to know why it was in stock when I bought it and then not on the morning I was to receive it and WHY I did not receive a call. She was kind enough to offer to transfer me again, but I had now done 6 calls with no one who would find out the problem. In the end, we lost a day off.. wasted.. Best Buy doesn't give a darn about an individual customer. Remember folks they got all the gadgets you want and hide behind a big name and it's not BEST BUY. It's "WORSE-BUY".

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Abusive Employees & Best Buy doesn't need any customers
By -

IRIVNE, CALIFORNIA -- I ordered a washer & dryer online to be delivered today. They came at 9am. Instead of the delivery guy asking me if I was going to do the connections myself he was being deliberately difficult by giving half information and said "you are going to do the installation yourself". Later I found out through the half info that they won't install if you didn't buy the hoses etc through them. NO WHERE DOES IT SAY THAT IN ANY INFO ON THE WEB SITE. I went back and checked. So just now I went to 2 stores, the first had no one to ask a question of and had no hoses etc at all. I went to store 2, found some of the stuff I needed, this time I was ignored by a salesperson, waited for 10 additional minutes, and decided to purchase what I found.

The checkout stand was blocked deliberately by a display, soooooooooo I had to walk around to the exit door to go in and pay. Three women employees (including the supposed supervisor **) were standing around having a personal conversation (because that's more important than helping customers after all, they don't care- they think they are getting the same paycheck - until sales go in the tank and people lose their jobs - for not doing it in the 1st place). The exit security guy asked if he could help me because I obviously was confused. My reply was I'm trying to pay! These women were literally startled out of their intense conversation.

I walked over to the check stand and the clerk admitted it is confusing. I corrected her that it is annoying. I shared with her my experience so far in that store and I guess she was personally offended by it because she wanted me to shut up just because SHE was being nice to me and helping me. HELLO THAT IS YOUR JOB. To which I replied that I take crap from customers all day long and if I had said to a customer what she had just said to me I would be fired. Her comeback was that I do not have to shop here. To which I said cancel my transaction. She had to go get her supervisor ** - yes the same one who was engrossed in not helping the handful of customers in the store.

I shared with her that I was jerked around this morning with the delivery (a $2000 purchase) and can't get any assistance in the store, and now a snotty nose high school or college / immature kid is giving me crap. I had not shopped in Best Buy for 20 years. He comment was "DON"T COME BACK". Best Buy doesn't want any customers in this economy and therefore doesn't need any revenue apparently. Best Buy employees haven't a clue as to how they get a paycheck and what it consists of. And they don't want to hear you complain about them not doing any job - especially the ones they are being paid to do. Typical selfish Californians.

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Dishwasher runaround
By -

WILLOW GROVE, PENNSYLVANIA -- Where do I start? I never believed I would have such a bad experience buying a dishwasher at Best Buy. I went to their store in Willow Grove, PA last October and bought a dishwasher. It was a Frigidaire. Less than a month after they delivered and installed it, the motor burned out. I called them, and they scheduled a repairman, who took a week to come. He fiddled around with it for 5 minutes and said it was fixed. Two nights later, I had the dishwasher running and smoke started coming out of it. This was the day before Thanksgiving, and we had 20 people coming for dinner. I couldn't wait for the Best Buy repairman to schedule me, so I called a local repair guy and paid $150.

He said the dishwasher could have burned my house down. I called Best Buy and asked for a replacement, and they said I had to call Frigidaire to get permission to replace it. Frigidaire was closed for the Thanksgiving holiday. When I got a hold of somebody on the following Monday, Frigidaire asked for proof that the dishwasher was defective. I had to get my repair guy to fax them a letter. Then they took a week to make their decision. Finally, they said okay, we'll give you a replacement. I then had to go back to Best Buy, and the people in the store knew nothing about any of this. They had to call Frigidaire and get them to fax their permission.

Then I picked out another model, and scheduled a delivery. When the delivery came, 4 days later, the delivery guys said the dishwasher wouldn't fit under my counter. It was too big. I had to go back to the store and get a different model, and fight with the customer service people about this. Then, when they agreed, I had to order the model and wait for the delivery. By this time it's mid-December, and I've been without a dishwasher for almost a month. The delivery guys don't show up on the day they were supposed to, so I call the warehouse. The warehouse doesn't have a record of my order.

They reschedule for a Saturday delivery, because we're having a Christmas party and we need the dishwasher. The truck shows up on Saturday morning, and the driver, a Russian guy, says he's not authorized to install the new dishwasher. My wife freaks out and starts screaming at him. We have 50 people coming for the party that night. We end up calling the local repair guy, and he comes and installs the new dishwasher for another $150.

Meanwhile, the truck driver says he's not authorized to take the old dishwasher, so we have to keep the old one in our garage for a week, till I straighten it out with Best Buy, and they agree to take it. The result is that I was without a dishwasher for a family of six for 5 weeks, and I had to pay $300 for repairs and installation when I'm the one who got screwed by Best Buy. They sold me a defective product, then made me go back to the manufacturer to get a replacement, then put me through hell with their incompetent delivery service. Did they offer to pay the $300? No. Will I ever use Best Buy again? No. And I'm telling everyone I know not to use them.

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Best Buy Appliances Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 24 ratings and
74 reviews & complaints.
Contact Information:
Best Buy
7601 Penn Ave. South
Richfield, MN 55423
1-800-369-5050 (ph)
www.bestbuy.com
cr@bestbuy.com
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