Preview Review

Next Review

Best Buy Appliances Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
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.

Replies
Advertisement
Delivery of Refrigerator
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

COLUMBUS, OHIO -- Delivery of fridge was a nightmare. Delivery men scratched fridge and walls of my home. The delivery men actually yelled at me and my husband that they didn't do it. Went to Best Buy with pics and they filled out form to escalate the problem to this outside company. The company calls me and leaves a voicemail with a disconnected number and no one ever calls me back as of this date. Went back to Best Buy two more times with promises to call me and no one has. Been over a month.

Replies
Delivery of Refrigerator
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

COLUMBUS, OHIO -- Delivery of fridge was a nightmare. Delivery men scratched fridge and walls of my home. The delivery men actually yelled at me and my husband that they didn't do it. Went to Best Buy with pics and they filled out form to escalate the problem to this outside company. The company calls me and leaves a voicemail with a disconnected number and no one ever calls me back as of this date. Went back to Best Buy two more times with promises to call me and no one has. Been over a month.

Replies
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.

Replies
Advertisement
Totally Unresponsive and No Capacity to Let Operators Do Anything
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH OLMSTED, OHIO -- So, about 1 and a half hours ago, I got the recorded message telling me my refrigerator would be delivered tomorrow between 7:30 and 9:30 am, and to call if there was a problem. Okay, I called and was told it could not be changed because it was less than 24 hours away. Now wait a minute, didn't you just say to call if there was a problem, but then you have no way to change it? That's problem number 1. Number 2 I asked to talk to a supervisor in the scheduling/delivery department which I waited for over a half hour with NO reply. I assume there is no one there, this is all computer controlled and doggone, the customer is going to do this OUR way.

Number 3 I asked to be switched to customer service. Now you would think I could get an answer, at least pick up the phone, is anybody working? No, I waited another half hour with no response. What I've learned: you do not care about customer service. You do not answer the phone. You do not equip your operators or the chat line (see problem number 4) with the necessary connections or authority to actually resolve a problem. If the customer waits long enough, he will hang up and go away. Oh he'll go away alright.

Number 4 while waiting on the phone, I got online and got a chat session going. Of course, he could not deal with my problem. He did not even have a phone to call another department to push this along. Without that how can he help anybody. So, I will eventually get the delivery rescheduled. Only after they show up and find out no one is here. Now if they decide they are going to charge me a delivery fee, well we'll be going through another round of escalating the issue til I DO get resolution. What a pain in the **!!! I'll be looking everywhere I can find online to leave a review of Best Buy, to let anyone know how unresponsive this company is.

Replies
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.

Replies
Worst Experience Ever!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT MYERS, FLORIDA -- I ordered a dishwasher on October 15th to be delivered, installed and the haul away on November 5th. The salesman even told me that I had to buy an installation kit because they would not install with old equipment. On the 5th the dishwasher was delivered. The delivery guy told me there was no institution on the ticket and that he would not haul away because the old one was disconnected. I called Best Buy. They offered me a $50 gift card. My husband installed the dishwasher.

I called the delivery guy to reschedule the haul away for Friday the 8th. Got an email the next day. It said that my haul away was cancelled. Called Best Buy again they said that it was still showing as scheduled in the computer. Was supposed to get a call with a time frame for Haul Away. Never did. Called Best Buy again who said that I was not scheduled for Haul Away on the 8th. Suggested that I call the delivery company when they open at 5am. I suggest you don't buy anything from Best Buy.

Replies
Free Interest Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO SPRINGS, COLORADO -- I bought three appliances and accepted their offer of "3 years interest free". Big mistake. I was within $200 of paying off the entire balance when they charged me $1,300 in interest. When I asked about it, they said the promotion was for 18 months. When I told them what the salesperson told me, they could have cared less. They said the contract indicated 18 months. That contract is four pages long and #3 font. My bad for believing a salesperson, but they just lost a customer for life along with anyone I can convince to avoid this horrible store. Perhaps you will be able to avoid my fate. Shop elsewhere. They are in trouble for a reason.

Replies
Advertisement
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".

Replies
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.

Replies
Top of Page | Next Page >

Best Buy Appliances Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 18 ratings and
68 reviews & complaints.
Contact Information:
Best Buy
7601 Penn Ave. South
Richfield, MN 55423
1-800-369-5050 (ph)
www.bestbuy.com
cr@bestbuy.com
Product/Services
Compare Superstores