WASHINGTON, DISTRICT OF COLUMBIA -- Was very pleased with the very professional & efficient way I was treated & my delivery was handled. ** & ** from Best Buy delivery were delivering a washer & dryer to my address in Georgetown. It was an old home & they had to carry the old units out & the new units in. First, they called to let me know that they might be a half hour late on my 2-4:00 delivery window.
They in fact arrived at 4:00 but I appreciated that they valued my time enough to let me know they might be a little late. Upon arrival they were very polite & efficient. They also took special care to made sure they did not damage my hardwood floors or walls despite the fact I have no runner on my 16-step rather narrow stairway. They explained everything & were very courteous & professional!
GRAPEVINE, TEXAS -- Purchased microwave from Best Buy. Hired the installer YOU recommended. It was installed 3/31/12. After 2 hours of it being installed noticed that the 2 button on the microwave doesn't work. Called Best Buy in grapevine, talked to ** who sold me the product. I told him I wanted it replaced. He said he could swap it out but, I would have to REPAY for installation. That is insane. I should not have to repay since the company recommended the installer. And the microwave was broken to start. I am very unhappy and will not be using Best Buy again.
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.
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!!!
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.
MURRAY, UTAH -- I purchased a washer and dryer set on clearance from Best Buy on Friday. It was scheduled to be delivered on Monday. I was told someone would call to let me know a two hour time frame when I could expect delivery. No one called. I tried to call Monday before I left for work, but they don't open the store until 10. So I called again at 10 - it took me 10 minutes just to get someone to answer their phone - only to be told that the two hour window was from 9:30 to 11:30! So I raced home to wait for delivery.
At 11:40 the delivery still had not come - so I called Best Buy again - after another 20 minutes of sitting on holding and getting the run around, I was told that they couldn't get in touch with the delivery man, but they left him a message to call me ASAP. About 10 minutes later he called, informing me that the washer they sold me was not in stock and he was still trying to find one from another store and didn't know when or if he would be able to deliver. It would have been really nice to know this before I took 2 hours off work to wait for him to show.
I tried to call the store again to talk to a manager, but couldn't ever get anyone in the appliance department to pick up the phone, so I called corporate customer service. They were very kind, but explained they couldn't do anything because the product was a clearance item that they were not restocking. But said they would send me a gift card for my trouble and told me to go into Best Buy to see if I could find something to replace it or to cancel my order. So, I went back in to Best Buy and it was finally determined that there was a newer model that the salesman thought was the clearance model - which caused the whole mix up.
He took my phone number and said he would redo the order with the new unit at the clearance price and would call and let me know when I could expect delivery. Surprise, surprise, no phone call. I spent another 20 minutes this morning trying to get in touch with someone at the store. Only to be told that they were going to give me the new model at cost - but it was still about $40 more than the model I originally purchased and I needed to come back in and repurchase everything. If the unit wasn't such a good price, I would just cancel everything because I don't want to deal with their crap anymore. I guess you get what you pay for.
I can say that after this, I am seriously reconsidering paying for the extended warranty if this is the kind of service I can expect. And I will never make any large purchase from Best Buy again. UPDATE: After another hour long trip to Best Buy, we finally, hopefully have everything figured out - and delivery is set for Saturday and I am now having nightmares about my washer/dryer and the delivery. I get a phone call on Friday telling me that delivery is scheduled between 9 and 11 am. Hooray - maybe a little redemption for Best Buy! Not! 10:30 Saturday morning and I get a call. They are running late. It will now be between 11:00 and 12:00.
12:30, I call, they are still running behind but are almost to my house. They arrive about 10 minutes later. 2:30 - They have been trying to install everything for about 2 hours when I am told there is a problem, they can't hook my dryer up to the vent. It seems the connection in my wall is old and outdated and won't attach to the dryer hose I was sold. Sorry, nothing we can do. Seriously, this guy was ready to pack up and leave me with a dryer in the middle of my kitchen! After explaining to him as calmly as I could under the situation that I refused to pay for delivery and installation if the product wasn't installed.
He told me I could go find a part that would work and call him and he would try to come back and fix the problem, at his convenience of course. So, after 3 trips to Best Buy, 5 calls to Best Buy (each one taking at least 30 minutes), 5 1/2 hours of waiting for delivery people, and 2 hours of installation, my old, semi-working washer / dryer is gone, I have a working washer, and no dryer. And, the assurance that may be, if things aren't too busy tomorrow, they will be able to come over and get my dryer hooked up. Word to the wise, no matter the price, don't buy major appliances from Best Buy, it is never worth it!