“I purchased a Hisense 100” TV and SANUS Elite Wall Mount under order BBY01-806996965417, scheduled for delivery on 11/30/2024, with installation on 12/3/2024. From the start, the order process and customer service were unacceptable.
First, I noticed the wall mount wasn’t included in the delivery with the TV. After contacting customer service, I was told the order was “placed wrong” and instructed to pick up the mount in-store, as shipping would delay it. I went to the store on 11/29/2024, despite ordering online to avoid this inconvenience.
On the delivery day, I took the day off work and was informed the delivery window was 11 a.m.–3 p.m. At 2:15 p.m., I called to confirm status and was assured I’d get a call 30 minutes before delivery. At 3:15 p.m., I was informed the delivery was canceled because “the driver had to go home.” Later, I was told conflicting reasons, including that the TV was “too big.”
Despite repeated calls to customer service, I was told to “wait for an email” to reschedule, which never came. Finally, on 12/1/2024, I received a text and call from a third party rescheduling delivery for 12/12/2024, 12 days late. Each interaction with customer service has been unhelpful, with broken promises, no callbacks, and no clear resolution.
I have fully paid for this product and service but have yet to receive the TV or a clear timeline for delivery. I expect immediate action to deliver the TV, an explanation for these delays, and compensation for the inconvenience caused. This experience is unacceptable, and I feel ignored by Best Buy.”
“I was promised over $300 in rewards that I was not able to get. Spent hours on the phone with customer service where they put me back on hold for 20 minutes more than bold faced lied to me that they put the rewards into their system. I can’t find them and the store can’t find them so I don’t have them. Your system beat me. No more energy to work on this with lies.”
“I have always loved Best Buy and felt like they had to get things going with high-end electronic products, which is why I come here for them and not a competitor. However, after purchasing a camera and lens set for around $1000, it arrived at my house today in an oversized box, 4 times the size of the camera box, with one piece of flat bubble wrap sitting in the box. The box was crushed, not entirely Best Buy's fault, but a smaller box and suitable packing material would have fixed this. So now I have a $1000 camera and lenses that banged around in a box with no guarantee they will work when the recipient of the gift opens them under the tree.
SHAME ON YOU, Best Buy; you are a niche brand. If you want that to continue to survive in the electronic world, fix your QC regarding packaging. You are selling expensive electronics, so treat them with care; it is all you have going for you. My camera box was not properly packaged, and I will most likely return the item and seek an alternative source. The next one from another source could not possibly be shipped worse.
I am so frustrated with this since I could have purchased it from anywhere, but it is the same price at all stores. I could have purchased directly from Canon for the same price, but I chose you. Heck I could have saved 5% if I purchased it from Amazon, but I chose Best Buys. I feel betrayed and will not be back. I have been loyal to you for 25 years, this was the final straw. You are detached from your customer and should quickly reconnect, or they will all be gone.”
“READ THIS IF YOU VERY MUCH DISLIKE LOSING VALUABLE TIME FROM YOUR LIFE- CLOCK.
I just got off of an hour and forty-five-minute customer service nightmare with Best Buy Customer Service. To help spare you the torture I just went through, I'll make it quick. If you run into an error with your online Best Buy purchase, be prepared for the ultimate run-around! DO NOT EXPECT A GOOD RESULT WITH THEIR TEAM IN INDIA! Hold times, wait times, being put on hold times! Almost two hours worth or nothing. They politely promise you the moon with a fence around it. and deliver you nothing but wishing you had that part of your life back! THE WORST customer experience I've had since I can remember. By, By Best Buy! I guess you'll forever be known to me as Best By By!!”
“I am trying to purchase a wireless receiver for my son as a Christmas present. The receiver is approximately $350 and includes installation. On Black Friday I made the purchase, along with a 3 year warranty and after I paid i was notified that no installation appointments are available. Naively I assumed that I would be able to schedule an appointment in the future if I communicated with an individual. I have a 7 page convo via the Best Buy chat feature and was able to do what I had already done on my own - 2 hours I will never get back. During the chat period I was also disconnected from the store three times. Today I went into the store and after speaking to 4 separate people a young man told me he could set up an appointment for me. However before setting up the appointment he told me that in addition to the $350 receiver I would have to purchase approximately $600 work of additional items including $260 worth of software. I do believe that the lure of "free" installation is false advertising. Further, had I been able to purchase online with the "free" installation appointment who knows what it would have cost me when I went to have installed - $600. Not sure what I will do but I can say that, having purchased many items from Best Buy, I am extremely disappointed with their advertising and customer service.”
“This store is not even worth one star! I ordered for pick up at 8 am (says on website orders are ready in an hour and you will be notified when ready). 7 hours later still no notification. Tried calling the store 5 times, no answer. Finally, about 3 pm someone answered and said my order has been ready for pick up since this morning. ????? I never got a notification. He said I could pick it up at the pick-up location. Told him I was busy now and I would pick it up tomorrow. I go in the next day, and it was not there. The rude guy at pick-up said it would be a 1-4 hour wait or longer! ????? I told him the guy on the phone said it was here at pick up. No sorry or empathy from clown boy. I asked to speak to the mgr. and he was actually somewhat nicer, in the beginning. He went and came back with wrong item. Then comes back and says they can't find it. ????? This store thinks 1+1 is 3! What is pick for????? I hadn't been to BB in 15 years!!! Wish it had stayed that way... but it will now!!! They've only gotten worse since my last experience. Here's the icing on the cake. I just called corp. and on the website it gives the number and location as Minnesota. A lady picks up with an indian accent (which I could hardly understand). I asked her is this corp. and she says no, it's customer service. I asked where it was located, and she said india. ????? She asked me to tell her what happened that she would take notes. So, after 5 or so minutes of talking to her I asked her if she took notes, she said yes, she has all the info. So, I ask her what the store was (she didn't know... because she was never taking notes at all!) WHAT A FREAKING JOKE!!!!! I really don't know how BB is still around!!! I put that in my last review 15 years ago! Well, stupid me for walking through their AWFUL CUSTOMER doors!!!! They lost a $225 sale, but the mgr. never said sorry. He was just glad to cancel my order and get rid of me. To order pick-up is a waste of time! This was my first time... and my last!!!!”
“I purchased a washer-dryer combo from Best Buy, and the entire experience has been a nightmare. First, the delivery was delayed twice without proper notification, leaving me scrambling to rearrange my schedule. When the unit finally arrived, the delivery team left it in the middle of my laundry room and refused to install it, even though I had paid for installation.
To make matters worse, the washer-dryer combo turned out to be defective. It stopped working within a week of use. I called customer service, and the response was shockingly unhelpful. I was bounced between departments, given conflicting information, and ultimately told it would take weeks to get a technician out to inspect the unit.
Now I’m stuck with an expensive, non-functional appliance and no clear resolution. This was my first major purchase from Best Buy, and it will absolutely be my last. Their lack of accountability and poor service is unacceptable. I would strongly recommend looking elsewhere for your appliance needs.
Brian”
“Subject: Complaint Regarding TV Delivery and Installation Delays - Best Buy Store, Richmond, TX
Date of Purchase: November 19, 2024
Store Location: Best Buy, 5340 W Grand Pkwy, Richmond, TX 77406
Key Issues:
1. Missed Delivery on November 22:
• Delivery and installation were scheduled for November 22.
• I stayed home all day, but no one arrived.
• When I visited the store that evening, the manager and technical support team promised delivery on November 27.
2. Missed Delivery on November 27:
• I took another day off from work to wait for the delivery.
• On the 27th, I received a message to reschedule again.
• Upon calling, I was informed the new delivery date would be December 5.
3. Store Response:
• When I revisited the store, the manager refused to take responsibility.
• The only solution offered was to cancel the order.
Impact:
• Time Loss: Two full days wasted waiting at home.
• Work Impact: Loss of professional productivity.
• Mental Stress: Unjustified frustration caused by lack of communication and accountability.”
“Do not!!Buy anything from this place unless you know what you need. They have people working there that don’t have a clue and will advise you to buy the wrong product and if by chance you don’t figure out it’s the wrong item by day 14 you are stuck with something you can not use and not even corporate will help you get a return or a store credit!!!”
“Best Buy – Store #1408 Cumming, GA
I brought my 8-year-old computer in for a diagnostic check-up, and while I was there purchased a new computer to have all my files moved over to. When I came back to pick up my two computers, I had the pleasure of working with Jonas Bagwell as my service representative. Jonas spent the time needed to answer all my questions and to help me by installing the programs I needed to do my work. He educated me on several things and assisted with excellent advice on others. I appreciated his time, knowledge and expertise more than anything else. He was patient and could explain everything in a way that a beginner could comprehend. I am very thankful to Jonas for making this transition to a new computer so exciting and smooth. I wish there were more Jonas Bagwell’s in the work place these days. He is a rare gem! Thank you!”
“We went out to shop for a new fridge at Best Buy. We was in the appliance section for a while and there was no one help us. We looked at those new fridges then we found a sale person walked by. We were asking for a professional sale man and he said that he will dispatch one to come over.
It took less than 5 minutes for a sale person to show up, but this guy talked too much and knew nothing at all. We requested for one of the questions and he could not answer, and he walked away.
We were very disappointed for that sale man. If I was him, somehow I could not answer a customer's question right away, I could ask for the customer's phone number and some sale person will call the customer back.
The sale man did not show his professionalism and we already got a fridge on order!”
“I bought a laptop 6 months ago. I declined their add on warranty with the Geek Squad. Today I noticed a bill on my American Express card for $49.00. It was for Trend Micro which I never ordered or wanted. Since their employees work on a commission be very careful with Best Buy they stick things in the sale that will appear later. Not a reputable company!!!”
“Worst business practices and customer service I’ve experienced. First, they do not honor their advertised price matching. Second, they give a twelve-hour delivery window—only the day before. I informed them repeatedly that I’d only be available in the afternoon due to a morning medical appointment and needed the delivery that day for an installation scheduled the next. They assured me it would be no problem, only to schedule delivery for the exact time I’d said I’d be unavailable. Hours of calls, even with management, led nowhere—they refused to adjust or help. I will never buy from Best Buy again.”
“Customer Service is awful. Called up with a question. Told the person who answered my question she clicked a few buttons and then asked me again what my question was. Told her AGAIN, she clicked a few more buttons and then disconnected me. Went into the store to talk with someone. The person I got obviously did not want to bother with me. Looked me up on the computer, told me he couldn't do anything that I should just go home and get on the computer and handle it myself. He then walked out of the store ahead of me. My appliances were supposed to be delivered on Nov 6th. I lugged everything out of the kitchen only to get a call saying someone was sick and they had to reschedule everything for the 12th. Now I have to lug everything back in place, so I can use the stuff, and then lug it all back out next Tuesday. If they reschedule again I may just cancel my order.”
“If you plan to buy a television at this Best Buy in Palm Beach Gardens, be cautious of misleading information and aggressive upselling in the TV Department. Today, I visited the store with the intent of purchasing a Samsung QLED television. As a retired journalist, I had researched extensively and knew exactly what I wanted. All the salesperson had to do was ring it up and arrange for delivery. Instead, he claimed that the Samsung model had poor sound quality and insisted that it only worked well with an expensive Samsung soundbar.
Living in a townhouse, I knew that a soundbar would disturb the entire neighborhood. Reviews on Best Buy’s website confirmed that “you do not need a soundbar.” Despite this, the salesperson continued to push the soundbar on me. Eventually, I decided to leave the store, and in doing so, he lost a sale. I will never shop at this store again. Beware of the misleading information and aggressive upselling.”
“We ordered a $3000 Kitchen Aid refrigerator and scheduled delivery and installation which was over a month out, 7am to 7pm window. The day before it was due to be delivered I called to see if there was a tighter window and was informed that I would have to reschedule. I informed the customer service rep, Elvin, that we had received no notice of this delay, and I had taken the day off from work to prepare for delivery. Was placed on hold and while on hold notice came through email, and was told now I had been notified. Spoke with Mgr Alejandro after, and all he could do was apologize, and offered no explanation. We cancelled our order and requested refund. Will buy elsewhere in the future, no trust in best buy being honest or communicative with delays.”
“@BestBuy something totally wrong? Picked up a tv @ best buy on 10/5, set it up 10/7 & inoperable. Per rep as the box undamaged they wouldnt honor the return/warranty policy. Note that if you get a defective product from best buy they will stick you with it and not help you.”
“In the pallid glow of a flickering screen, I ventured forth to procure an electronic marvel from the emporium known as Best Buy—a place once regarded as a palace of convenience and promise. Whispers of modernity danced in the air, yet shadows loomed, foreboding and grim.
Alas! The timeline, it seemed, was but a wretched specter, taunting me from the recesses of its own inexorable delay. What woe did I encounter as the days turned to weeks, the promised innovation lingering in a purgatorial limbo, never to grace my eager hands. The ghostly silence from the deliverers of commerce filled me with a disquiet that gnawed at my very soul.
With trembling fingers, I reached out to the fabled realm of customer service—an endeavor that proved more a descent into madness than a quest for salvation. Oh, the lack of resolution, the impotence of those tasked with the mantle of assistance! Their responses were but echoes in a cavernous void, devoid of substance, bereft of understanding. A simple problem—resolved, perhaps, in the realm of reason—became a Sisyphean task, rolling endlessly without end or hope.
And lo! The refund, a beacon of hope set adrift, has yet to return to my grasp. I am mired in the quagmire of unresolved transactions, an anguished seeker of restitution in a realm where compassion has long been forsaken. Where is the benevolent clerk, the guiding hand of management? All avenues to the local store remain cloaked in shadows, and the administrative spirits elude me, as if they conspire to cloak the truth in an impenetrable fog.
Thus, I pen this lament, a requiem for the ideals of service expected but not delivered. The very essence of Best Buy is now reduced to an echo of disillusionment—a bitter reminder that not all that glitters is gold. In this bleak landscape of unfathomable bureaucracy, I remain, a solitary figure, seeking solace in the hope that somewhere, deep within the labyrinthine halls of corporate indifference, my plight may yet be heard. But until that day, I shall linger in the shadows, a victim of a dream deferred, waiting for a resolution that may never find its way to the light.”
