AKRON, OHIO -- Three things people should know before heading to Best Buy. This one is specific to the Akron, Ohio Chapel Hill store. 1. Best Buy has been heavily advertising how their stores now include "experts" on major appliances. Okay, good. I needed a dishwasher, so I go to Best Buy and am greeted by the gentleman working in the appliance department. A 45 minute story made short, he had NO idea of the differences between comparable models without spending time looking stuff up on his computer and then handing me pages of specs for me to read through. I thought he was supposed to be at least moderately versed in his department.
There was a $200 price difference between a Whirlpool Quiet 1, Quiet 2, and Quiet 3. I had researched the dishwashers on line before going to the store, but they didn't specify differences to that exactness, and some of the spec fields on their site were blank. When I asked about the difference between the three that the third would be so much more money; his answer was, "Well, the 3 is the most quiet." Yes, I rather assumed that. Thanks for the clarification. I walked around the department then, reading the specs he gave me, looking at the models, and he followed me closely the entire time. I wouldn't mind this, except for the fact I told him to give me a few minutes to make a decision.
I had to walk out of the area to get a moment to look at the specs. I went ahead and bought the 2 on June 22, but I didn't buy it off any kind of an expert. 2. The price of my dishwasher was $399. I went home that night and got on line to look at it because I was excited. The price of my dishwasher on their site is $379. No where on there, that I can see, does it say "Internet Special." So, Best Buy, which has been in trouble for the bait and switch before, has done it again. Hindsight, I should have printed off the limited specs on line and taken them with me because after looking at umpteen dishwashers, I couldn't keep which cost what straight in my head.
I called Best Buy and the girl told me I could bring my receipt in and they would give me $20. Okay, no problem there, but I think they count on people not doing that do they can keep the money, sort of like rebates? Why don't their prices match? Isn't false advertising illegal? 3. My microwave died one week after I bought my dishwasher. I went to another appliance store, HHGregg. I had never heard anything good about the store from anyone, and I went in once and couldn't get waited on. However, I wasn't immediately going to return to Best Buy because I had felt lied to, I had to do all of the work, and they had a limited selection.
When I went in there, I saw my dishwasher for $321 and I was instantly angry. A $10 difference, okay, big deal. An $80 difference? Oh heck no! I talked to the salesman and he said, "It's on sale for $379, but then there is a $50 rebate on it. When did you buy yours?" I said, "A week ago?" He pointed to the date on the rebate paper and said, "You can get the rebate. It started a week before you bought your dishwasher." Okay. So why didn't Best Buy offer this to me-it is a WHIRLPOOL REBATE, not a Best Buy, or HHGregg rebate. If I had not walked into HHGregg, I would never have known about it because Expert-boy never mentioned it.
I ended up buying $750 worth of new kitchen appliances off him because he offered me $25 off the microwave and $50 off a new stove (I'm redoing my kitchen, now everything matches). He also gave me the rebate paper on a dishwasher I didn't buy from him and filled out the numbers on it for me. Nice guy.
Oh, and what a concept, he told me all about the microwaves, wattage differences, sensor touch buttons, and what would be the Best Buy for my price range-and he didn't have to use his computer to do it. So, it's a foregone conclusion that I need to spend more time looking around before I buy large ticket items. I take partial responsibility for the troubles I had, but I was also counting on Best Buy to live up to what it advertises. Shop there if you want, but be careful.
PORT ORANGE, FLORIDA -- On February 21, 2005, I purchased an LG front loading washer from Best Buy in Daytona Beach. I also purchased a 5 product service plan for it and the matching dryer I bought with it. Fast forward to last Friday. I was doing laundry and came back to switch the loads around. The washer had a code displayed. I assumed it was out of balance and tried to redistribute the load with no luck. I then looked the code up and saw that it meant that the motor was overloaded. The instructions said to unplug it and call for service. I called Best Buy and set up an appointment.
I was told that the tech would be here between 7 a.m. and 5 p.m. Tuesday and that the tech would call me that morning to give me a better time frame. I explained to the woman that I work till 1 so it would have to be after that. She told me that she had no control over their scheduling but that she would make a note that it had to be after 1 p.m. I gathered up all my laundry and went to the laundromat. $14 to wash my laundry! Today is Tuesday and I got a call this morning on my cell phone while I was at work. It was the tech telling me he'd be here between 10 and 11. I told him that wouldn't work, I work till 1.
He said he had made his schedule and my area is covered in the morning as he comes from Orlando and does this area first and works his way home. He said there was no note that it had to be after 1 and he wasn't going to come then and I'd have to reschedule. I asked him about coming after 1 when I rescheduled and he basically told me I was out of luck because he does my area in the morning and it wasn't going to be after 1 but I could just keep making appointments and see if I could ever get one that met my needs. I hung up and called the customer service number and was told by the rep that they have no control over the scheduling of the repair company.
I explained that I have to work, as most people do, and I can't be available for a 10 hour window to wait for the repair guy. She wasn't impressed. I asked for her supervisor, who gave me the same story with a total lack of regard for my situation. I took an appointment for Thursday and we'll see if I can get lucky then. When I got home, I called back and asked for a supervisor again. I got the same "I couldn't care less" attitude from this supervisor who also told me I couldn't speak to his supervisor and he'd leave a message and maybe she'd call back in 24-48 hours. I met with the same response from a customer service person and her supervisor.
So basically I'm stuck with a washer, which hasn't ever given me any other trouble, that doesn't work and a pretty much useless product service plan. After a lot of prodding, I did find out that I can contact a reputable repair service on my own and have the washer fixed and submit the bill to Best Buy for consideration to be reimbursed. They assure me they "usually" do reimburse people but it depended on if they felt the repairs were justified, etc.
And no one could give me a time frame of how long it would take to get reimbursed. I am a long time big spender at Best Buy. I've bought 3 sets of appliances at Best Buy, computers, t.v.'s, software, video games, CD's, DVD's, etc., at Best Buy. I'm thinking Circuit City or some other store might be getting my business in the future.
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.
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?