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!
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.
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!!!
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!!
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.
ALBANY, NEW YORK -- BIG PROBLEM for Best Buy customers, If you go Christmas shopping in early December, nothing you purchase will be returnable after the gift is opened on Christmas day because of a 14 day return policy which is UNHEARD of in the retail industry. You're stuck with it. They did it that way intentionally and they will enjoy telling you that you can't bring it back.
ONLINE, CALIFORNIA -- I purchased a new refrigerator on September 19th. Additionally I purchased an ice maker hose line that I did not need. I still did not get a refund on this even though I was told by customer service representative refund would be processed in a couple of days. No matter the emails, calls and reviews they just don't care.
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....