STRONGSVILLE, OHIO -- Ordered expensive Kitchen Aid refrigerator. Delivery was set up 6 weeks later. No one showed day of delivery. Best Buy customer service assured us they were on way. Two hours later insisted Best Buy call warehouse. They confirmed no one picked up appliances we ordered. Best Buy uses a third party delivery service, so we were at their mercy on when they could fit us in. Sometime later that week (after our old refrigerator was gone & we had no food). Their response was, "Sorry about that". Used two vacation days for delivery.
Three times after that, we waited for repair men to fix three defective parts on the refrigerator. A HEATER was installed around the ice maker to keep it from freezing up & leaking. A new panel was installed to tell the ice maker to stop filling, as it filled twice each time. The bottom freezer door made a LOUD grinding noise, new & different runners were installed but was told that is the best we can do, it's the design!
Best Buy stated from day one they would not take back the LEMON refrigerator as we did not buy the extended warranty, but we complained within the 2 week time frame but Best Buy counts the day of purchase as day one & not the delivery date (which again, was a problem getting the refrigerator even delivered). I spent over $3,000.00 for a LOUD refrigerator that I have taken 5 vacation days for & is still unacceptable. I would have had better luck buying a refrigerator at a garage sale.
Kitchen Aid knows of the problems but still sends these defective appliances out at the risk of customer satisfaction. Who wants a brand new "top of the line" product that has multiple issues, defective parts, numerous sales calls? And Kitchen Aid WARNS, "if we come out & there is not an issue, you will have to pay for the service call." Which makes one wonder if they should schedule an appointment. Many hours has been spent dealing with all these issues, calls, time off work. Best Buy washed their hands of it after 2 weeks & Kitchen Aid does not care about a consumer's time & I feel I am at their mercy coming out & masking all the numerous problems, that never are fully repaired!
GRAPEVINE, TEXAS -- We'll keep this as short as possible. I need to buy a dishwasher. I know which one I want: model # / SKU #. I call Best Buy. Allow me to enumerate a sequence of events leading this writer to declare, "I shall never again step foot into another Best Buy store."
For years, their store phone system, relating to handling customer calls, is inadequate. Two times, today, a disconnect occurred, after having waited for an extended period of time on hold.
The music played into the captive ear of the on-hold customer is atrocious. Has anyone in upper management taken the time to listen, with a cell phone, how that music sounds? It's not fit for human consumption.
Online references to the desired product, as it relates to its "availability" in a particular store is nothing short of deceptive. All stores showed the product as, "Available". 'Available', as it turns out, means, the product can be shipped to the store, or picked up, at a distant warehouse. Keep your keys in your pocket. Don't drive there on the basis you think the product is 'Available in the store.'
The appliance sales representative informed me that neither she, nor that department, is Best Buy. As I'm informed, they are contracted. My reply to that is, "I don't care who you work for. I called Best Buy. I tell you what I want. You tell me you have it. I come there and give you money. You then give me the product. I then drive it home. After asking my name and address, she put's me on hold; never to return.
Try calling their national number. No deal. No answer. Go online and try to use their "Live Chat." The "Live Chat" button is ghosted. This being because all reps are busy. You wait like a 5-year old at Chuckie Cheese's, getting ready to smack the gopher on the head. The 'Live Chat' button now becomes active. Click it. Fill in two info fields for the representative. By that time, someone else has that representative and you get to talk to no one.
One of the greatest insults to call a 'Real' salesman, is to call then an 'Order Taker', thus, intimating they have no sales skills. Best Buy floor people are neither salesman nor order takers. They need Velcro pants for a sale to stick if it fell into their laps. Ditch these losers. I called Lowe's. Within 10 minutes I had the entire deal wrapped up. The manager I talked to matched the price of Best Buy. Sure, I can't have the dishwasher today, through Lowe's. The one thing that makes up for that is, knowing Best Buy doesn't have my money today.
Best Buy turned out to be the worst buy for me. Bought a washer, dryer and fridge for my new home. I was so excited.. until the delivery guys showed up. Damaged the fridge, and I got a lemon of a dryer. Needless to say I was not happy about either, but after being told that the fridge was on backorder and I wouldn't be able to get an undamaged replacement, I took the mediocre discount and kept the dented thing. But wait.. there's more! Dryer I received makes a LOUD screeching sound when it runs. Its horrible! Even with the laundry room door closed, it's loud!
I usually do laundry after the kids go to bed, but can't now as my daughter keeps crying that its so loud she can't sleep and its hurting her ears. But no fear, I just bought this thing, right? Surely I can exchange it for something that works the way its supposed to, right? (by the way this is a top of the line Samsung front loading washer & dryer). Well common sense would have you believe that a place like Best Buy actually has a decent policy on this, but silly you for trying to use common sense!
This is Best Buy, no common sense or decency is allowed within their world! My husband has spent the last week practically non stop with these people: in person and on the phone with store managers, district managers, Best Buy corporate, Best Buy customer service, etc. They say no refunds or exchanges, even though the product is faulty. Then they say they will send a tech out to look at it, but he never showed. Besides do I need a tech to tell me I bought a lemon? No, I sure don't. Anything NEW that needs repair less than a week after you buy it is not worth keeping.
I know it will be a constant problem! I wouldn't have paid what I paid if I were buying a refurbished machine - so why should I keep this? Oh after two days of constant calling around and around, dm finally says, "OK I can make a special exception and exchange it for you, but you will have to pay a 15% restocking fee and new delivery charges so we can come get it and bring the replacement." What? What? What? On the back of their own contract it states that there is a 30 day return policy. And one week later, we can't even exchange a defective item that they sold us with a different one at their store? Great.. well service appointment is on. We will see if he shows this time....
When my husband and I purchased a new gas dryer on the 13th of July, we were told that on delivery that they would hook up the gas dryer for us. We had two five feet coil lines hook together and since it was set up that way they could not hook it up do to maybe a gas leak. Nonsense.. It's been that way for twenty years with no problem. Sears hooked it up with no problem. We ask them to put a new line in and take out the old since they didn't want to deal with the old one. He said, he only had a four foot one on the truck. NOT LONG ENOUGH. My husband by this time was beside himself by the treatment we were getting.
We almost sent it back BUT my husband said, he would put it together himself. He had to go to the hardware store for some parts and he's still working on it two hours after it was delivered. In fact, they were to be here 10:30-12:30. They arrived at 8:30 when we were just getting up. My husband had planned to get the area fully cleared. He had to rush around to get that cleared. They could have given us a heads up that they were on there way. He's 82 years old. It's hot and muggy.
He/we shouldn't have to go through this after being told they would set it up. I told the delivery man I would sign a paper in case he was worried about a gas leak and he said he wouldn't even do that. He should have had different sizes of coil on his truck. We were willing to pay for it. We have bought many item from Best Buy in the past, had excellent results and assistant but we'll think twice before we do that again.
BRIDGEWATER, NEW JERSEY -- I am beginning to change my opinion on Best Buy. We walked into a Best Buy store in Bridgewater NJ last week. We had previously had a very bad experience with Best Buy when we purchased a Dishwasher that the delivery person refused to install even though we had paid for installation. It took us a week or so of fighting with the store to get the installation charge refunded. So, we specifically asked this sales person if they would install the new washing machine and dispose the old one. His answer was an absolute yes ("you know, washing machines are easy to replace and swap and we will do it in a snap").
But the delivery guy would have none of this and insisted on just dropping the new machine at our garage ("look, I do not have the time for you guys. If you do not want it, I will take it back with me"). With a week's load of clothes piled up for washing, we had no choice but to just ask him to leave it in the garage. We called our local handy man to swap it with the old one.
After the first wash cycle, he found the machine to be too heavy and found that water had leaked at the bottom. He advised that we call Best Buy and get it replaced. We did so last week and have been told that it will be replaced next week. I am not sure if they are going to drop the new one again at the garage in which case we would be stuck with two washers that we would need to dispose!! If Best Buy thinks they can treat customers this way, it would not be too long before they go the "Circuit City" way!!
I've had numerous incidents of poor in-store customer service with Best Buy but after speaking to a very friendly customer service representative regarding their com appliance sales, I decided to take a chance that I would have a better experience purchasing off their website and bought a refrigerator. Big mistake. Upon delivery (which by the way occurred when the delivery guys showed up unannounced as the warehouse didn't bother to notify us of a delivery time) we discovered that the measurements listed on the website were not accurate and the refrigerator wouldn't fit through our door.
Irritating but an easy enough fix--just exchange for a smaller model, right? Oh no. The warehouse didn't bother to update our delivery status so we remained in the system as having taken possession of the refrigerator. The money was not credited to our bank account and therefore we couldn't re-purchase the right sized refrigerator. It took over a week of talking to customer service representatives at least once a day to get the whole mess straightened out.. or so we thought. When we were finally able to order a smaller sized refrigerator they scheduled us for another delivery date a full month after our original purchase. I thought this was ridiculous after our trouble but was just relieved to have it settled.
That delivery date would have been today but as I was informed last night after two calls and 20 minutes of hold time, we were rescheduled to the end of the month for reasons unknown. They had no problem taking the money out right away but have yet to deliver an actual refrigerator. The only thing they have delivered is incompetence and irritation. I was told that no manager was there last night but that one would phone me this morning which of course did not happen. I'll never purchase so much as a DVD at Best Buy ever again.
I contacted Best Buy on a Thursday about my freezer. I had noticed that my ice cubes were no longer ice cubes.. but just water. When I saw that I checked the fridge. It was not working either. I called Best Buy Geek Squad. I spoke to a woman, it took several minutes for her to find my 5 year Performance service plan or even my purchase in general of the refrigerator. She asked me several times if I was sure that I had even bought the product from Best Buy. Upon finding it, she told me that I could pick a time between 8 to noon or noon to 5 on Monday. I expressed my concern that I do have a job and have to work during both those times.
With hesitation, I made the appointment for 3 pm. I rearranged my schedule and got off work early, losing money, to be home at the time they might be there. 4:30 pm on Monday came around... and they had not showed. I contacted Best Buy Geek Squad and was told after having trouble finding my purchase once again, that they have no evidence of a service call or a work order for our family. I reassured them that I had my original receipt and service performance plan and was waiting for them to show up. He told me that all he could do was to create a new work order for us and he would put it as "emergency" status.
Meaning that someone would be out ASAP.. What the hell? ASAP? We called on Thursday?!!! ASAP would have been coming out Friday morning to fix the problem. He assures us that they will call us Tuesday to schedule a time and the technician will be out on Wednesday.. We are not a wealthy family and every penny counts. We purchased a product and a service plan that lasts an additional 5 years on top of the manufacturer's warranty JUST IN CASE something like this happens. We have lost all our food not only in the freezer but in the refrigerator portion as well.
We are out a couple hundred dollars in food and don't have the cash to be spending on more just so it can go bad again. I am frustrated with Best Buy with the initial appointment and the runaround they have given us just to get them out here. Our family has eaten out since Thursday and it's Monday. Not only is it more unhealthy for us to eat out but it is drastically more expensive for us to do so.
AND WE STILL HAVE 2 MORE DAYS OF IT!!! It is more than frustrating. When I initially called Best Buy they say "this call is monitored and recorded for quality assurance." Why can't they find my call??? I have given them the time and the day and the number and the address and the model number.. etc. WHAT IS WRONG WITH THEM?
REYNOLDSBURG, OHIO -- On Sunday, 6/28/09, I purchased an Electrolux Dryer for $1,599. The lady at the store was very nice and the check out process was very smooth. At the end, she told me that someone will call a day before the scheduled delivery date. Guess what? Nobody called until I called the number on the sales receipt on the day of scheduled delivery. (This was not the first time the people at the delivery center failed to call. When I purchased a fridge about a year ago, they did not give me a call as I was told at the time of purchase. Instead, they called just 15 minutes before the fridge arrived.)
Anyway when I talked to a guy at the delivery center at around 11:40, he told me that Dryer would be delivered between 11:00 and 1:00. I waited and waited but nothing happened until the delivery guy called me around 1:45 and let me know that they would be at my house in 40 minutes or so. The delivery guy arrived about 1 hour after he called. No word of apology was heard but he mentioned about a severe traffic accident and somebody got hurt. He had been rude all the time he was there and I could hear him talking about me saying aloud "she is still complaining even though I told her someone was seriously hurt at a traffic accident." Come on! This guy was totally missing the point.
I would not have been mad if he would have been sincere and called before the estimated time of delivery of 1:00 instead of 50 after. Those delivery people should realize that many people have jobs. I originally took half-day off (4 hours) but because of this whole crap, I wasted another 4 hrs of my PTO. BestBuy is OK for small items which you can take home but not for large items such as appliances. I've purchased large appliances from them just because I wanted to collect reward points but compared with how much my wasted PTO would cost, it is not even worth it. I will go back to the store to use accumulated points, but after that I will never go back.
HEATH, OHIO -- When purchasing a dishwasher at Best Buy, was informed by the salesperson the installation was included in the sales price. Delivery was 30 bux. During the sales pitch, I repeatedly asked the salesperson about installation being included in the sales price. He assured me it was. In fact, he stated, 'when the dishwasher is delivered it would, at that time, be installed.' Nearly 4 weeks later, when the dishwasher was delivered, the truckers told me they only delivered & weren't installers.
I immediately called Best Buy, where I was informed by a manager, there was an installation fee of 129.95. I repeated the conversation of what the salesperson had told me at the time of sale. To make a long story, shorter, I immediately went to the store & confronted the salesperson who told me this. When the major appliance manager got involved, he told me the salesperson was wrong for giving me this misinformation & apologized. He said he couldn't waive the installation charges. I told him to pick up the dishwasher as I had no one to install it.
He didn't offer to recommend anyone, or give me a discount on installation for the inconvenience. He did waive the delivery, pick-up & stocking fees, which, I presume, would've been around 80 bux. I told him they 'just lost a potential customer of buying any major appliance if this was the way their customer policy was when giving out misinformation.' I feel Best Buy should've honored what the salesperson told me. It cost them money to deliver & pick-up the dishwasher, along with losing a customer. If that's the way they want to do business, so be it!!!
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.