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Ellen of Chicago IL (06/28/08)
Several months ago I call for service for my refrigator because I had notice nearly every two or three days my food would be spoil or I had to throw out sour milk and this went on for a long period of time. I was not able to put cold cuts, vegetables cheese yogut and item of this like in the refrig. because it was no good in a couple of days. I lost quite a bit of food and consider we had babies and young children in the house.
After about six months I finally got a service man and he discovered the problem. I have had problem with this refrig avery since I had it. They refused to replace it. I lost over a period of time over three -four hundred dollars in addition to having to miss work so they can service the appliances.
Nothing have happen so far. I am waiting to hear from them regarding reinbursting me of my loss
Robert of Temecula CA (06/27/08)
Purchased a Whirlpool Calypso washer in January 2003. Purchased extended warranty. Before warranty expired, 01/23/08, renewed warranty for 3-years. In January 08, called for service. Kept getting error message SL. Service person said the washer was merely off balance and balanced the washer. Early June kept getting SL error message and called for service. Parts were ordered and, after the parts were delivered to my home, service was rescheduled. When I rescheduled the service call, I as informed that the technician would call by 8:00 AM to give a window of time when he would arrive.
When tech didn't show, I called Best Buy and they stated they showed no appointment scheduled, that the appointment shown had been the day before. I was told there was no way they could have the tech out that day, that they would have to reschedule for a different day. I insisted on an appointment the next day, Saturday. When the tech arrived, he installed the new parts, tested an empty washer and said the washer was repaired and he left. Within minutes after his departure, I placed a small load of laundry in the washer. About half way through the cycle, the same SL error message appeared so I called Bust Buy back and they scheduled an appointment for the following Tuesday. He arrived a little after 11 and said that clogged soap and/or fabric softener had created the error message, said he fixed the problem and left. He also told me to call if anything went wrong and that he would come right back. I placed a small load of laundry into the washer and about half way through the cycle the SL message appeared and the washer stopped. I also noticed an unpleasant odor coming from inside the washer. I immediately phoned Best Buy and repeated what the tech had said, to call him if I had any problems and he would come right back. I was informed by Best Buy that unless I call within 15 minutes of the tech's departure, they cannot and will not send him back the same day.
Service was rescheduled for today, June 27th. When I hadn't heard from the tech by 8:20AM, I contacted Best Buy. I was told that they did not show a service call to my address today and that they could reschedule for another day. When I asked to speak to a supervisor, I was left on hold quite a while. When the supervisor came on the line, I was told that their system was down and that she could not see the tech's schedule. She said she would call back if their system came up anytime soon. I asked her when Best Buy would replace my washer and she stated it didn't qualify for replacement because the part they had installed hadn't been in the washer for 90-days.
I paid for an extended warranty, yet I am made to feel that I am a huge inconvenience to them. I just want my washer repaired...or replaced. Any suggestions would be appreciated. Thank you.
For nearly a month, we have had to use the only laundromat in our city. Not only have we had to bear the financial burden of around $20.00 per trip to the laundromat, we are about 8 miles from the facility and fuel prices in our area are more than $4.59 per gallon. While these might be considered minor inconveniences, I wouldn't even complain if Best Buy would appear to be trying to resolve my washer issue.
Deborah of Harvey LA (05/27/08)
I purchased a refrigerator and a wash machine. I paid 700 cash and the rest on my credit card. Monday was the soonest they could deliver, in the meantime I am living out of a cooler going through ice like there is no tomorrow in this heat. Frig showed up with several massive dents. I called manager and all he could say is I am sorry, wanting me to accept it in that condition. After about 10 minutes on the phone with him, I told the delivery people to take the washer and refrigerator back, I don't want to do business with this company. The manager told me money if the form of cash would be mailed within 10 business days, the money on credit card would be immediately once the items are returned back to inventory which he told me would be on TUESDAY.
I called the 1888 number and after an hour on the phone, which I tape recorded, they told me, items do not show in system as returned. I have to go to store with reciept for refund which will be another 10-14 days. Total will be almost one month without my money. I was also told that the computer shows a delivery date of the 31st, that items have not even been delivered yet. I explained that I took pictures of refrigerator, I signed a refusal form, and my reciept clearly states delivery for the 19th. I explained that I am taking this to court not just for my money, but for the burden of living out of a cooler, buying ice everyday, throwing away food that has spoiled or water logged from melted ice in this 90+ degree heat, for my heart ache and stress and interest on my money. Best Buy's Famous Words that they teach them all to say, I'm Sorry
Over $100.00 worth of food thrown out. Having to wait for my money to purchase a refrigerator elsewhere. Buying three bags of ice every day cost more than it does to run a refrigerator. I expect to take this to small claims court and hopefully get reimbursed my my money, my money for ice and spoiled food and my money for gas and ice, and interest on my money I know they are collecting. I am so stressed out over this whole experience.
Dorothy of Tinley Park IL (05/25/08)
I purchased a Samsung side by side refrdgerator from Best almost a year ago. It is by far the worst appliance I ever purchased. We have had the repairman out 4 time to replace the ice maker. It barely produces any ice and there is a lot of ice build up in the freezer. I am sick of calling them out and I am ready to call my attorney to get a new fridge.
Best Buy says since I did not get the extended warranty it does not fall under the Lemon Law. Samsung should be held accountable for such a poor and trashey product. I spent nearly $800.00, if I could sell it for scrap metal, I would. We have called Samsung about the problem several times, but they call us back during the day when we are at work. Never again will I waste my money on a Samsung product.
I have taken 2 days off of work for the repair men to come to my house and try and deal with things.There is no light at the end of the tunnel.
Marc of Salem NH (05/12/08)
When I bought a washer and dryer from best buy at the salem nh store the sales associate told me I would have no interest for up to 12 months, well my first bill I had interest so I call the lady said it was taken care off, the 2nd bill came and the same interest is on there. I called again then the lady said that offer expired then I talked to her supervisor who then told me that best buy gave me the wrong card to use that I used the best buy mastercard but i was soppose to use the best buy store card and to go back to best buy and get the store card and get it transferred to the new card which I did and they would reinburse me the interest that I paid.
So I did that no problem and still havent gotten any refund back, I emailed them and I am getting no where at all even though best buy associate told me that it would be interst free and when you call they do not understand english at all they can speak it but dont understand what you try to tell them which then you get thier supervisor who understands the issue.
So far it was almost 60.00 in interest that I shouldnt have paid
Jane of Sun Prairie WI (05/12/08)
I purchased a front load LG washer a few years ago...it also makes that moldy smell if you leave the door shut. I run a load of bleachy kitchen towels once a week...no more smell. I also bought white bath towels so I can bleach them. My other towels got moldy smelling! The biggest problem I have right now is it fills with water, spins a little...once it fills, it makes a grinding noise and doesn't do anything. I have to manually drain it. I called LG and they told me to use a tub cleaner called Whirlout which should fix my problem. I went to the maytag store and asked them what they thought. They laughed at the idea of a cleaner fixing this....they said it sounded like a broken transmission. They could have ripped me off and sold me the cleaner but they advised me not to buy it. They also gave me the number of their repair people who also service LG machines.
This machine should last years w/o breaking...it's very expensive. I'm learning that the most expensive appliance is not the best. I had an amana side by side frig break after 4 years. bottom line, spend less so it's not so traumatic when you have to buy a new one! it's not saving me money when I have to pay for labor costs. From what everyone has said, it's pretty expensive to fix these. I can't wait to see my bill....oh boy! By American.
oh, and mine also leaks occasionally. hmmm, sounds like a defect in the model to me. I would also be interested in joining the law suit if it means getting my hard earned money back to buy a better machine that works.
Gayle of Los Angeles CA (05/02/08)
I purchased a Whirlpool side by side refrigerator from Best Buy, September 2000. The 'compressor' went out in October 2004. Currently the inside refrigeration paneling and door panel is cracking. Best Buy states that it is 'cosmetic' and not covered under warranty. Whirlpool gave me the name of an authorized local service center, where I could purchase 'silicone' to patch the cracks. I consider this lousy customer service. Two technicians stated that the panels are 'defective' and poor quality.
Why should I have to patch a refrigerator, purchased new for $1000.00+(without any obvious defects at the time of purchase). I find it difficult to believe that Whirpool won't stand behind their product or that Best Buy would 'flip' this off as non-mechanical not covered, not so much as offering to NOTIFY Whirlpool of the 'defective product'. I have purchased only Whirlpool major appliances since 1989 and am dissappointed to know that I will have to take my business elsewhere if they are unable to RECTIFY this problem.
I purchased an extended warranty in 2000, I extended the warranty in 2005 and I am wondering why bother to extend the warranty again if/when the cracking proceeds to further deteriorate the appearance and performance.
Nancy of Flemington NJ (04/05/08)
We purchased an LG French Door refrigerator May 2006 and the refrigerator has Died! The digital panel says ER/FF. After numerous calls to LG , we were told to turn off the refrigerator to let it defrost for 3-4 hours and the start it up again. We were unable to get anyone to come and even look at the refrigerator. We were told by repair men that they won't touch a LG appliance because they can't get the parts. Several calls to LG Appointed servicemen resulted in a 1-2 week wait for a service call.
I would never buy or recommend another LG appliance to anyone. There should be a class action suite against LG for the Fraud they are trying to get away with by selling products that are defective and fail after one year--at an average cost of $1900 for an LG refrigerator, it should last more that 6-12 months.
loss of food (about $300) time and $$$ for numerous phone calls(which got us nowhere)
Alla of Morganville NJ (03/24/08)
On 2/23/2008 I ordered Frigidaire 30 inch Built-in-Single electric wall oven. The store confirmed a delivery on 3/10/2008. I had a contractor who agreed to wait until 3/10 for the special order. On 3/10 I received a call from the Best Buy warehouse that the local store did not contact them at the proper day and the order was not placed. They said that the delivery will take place on 3/17. At this point the contractor signed for another project and refused to come again. I had to hire another contractor (additional $200.00) to come on 3/17. On 3/17 I received a call form the same warehouse- the order is not there for another reason. The next delivery day scheduled on 3/24. At this point another contractor whom I paid $200.00 in advance, declined to come again and refuses to refund the money since he made a trip to my house and waisted an entire day. The local store (manager Tom) as well as corporate rep refused to compensate me for any additional costs and only refunded the original order cost as a credit to my credit card.
$200.00 out-of pocket cost to hire a contractor. After 23 days of waiting I had to purchase a more expensive store that I would not purchase if I would go with the model I choose originally.
Stephenia of Hop Bottom PA (03/13/08)
On 10/12/02 I bought a Samsung refrigerator. The original price was $1600 with a sale price of $1444, and I used a 10% coupon. I paid for a five-year service plan, plus delivery. I originally had a delivery date of 10/29/02 but had to reschedule to 11/17/02 because of a delay in closing on my house. Two years later a plastic piece shattered when I opened the door. Called for service and was told that I needed the shattered pieces to get a new part. I had thrown out the pieces because I did not think they wanted a bag full of small plastic pieces. I never received the part. A year later the ice maker broke. I called to have it fixed. A service person came out to look at it. He ordered a part. It took 3 weeks for the part to come in and another week to get an appointment. After in was installed, it broke; again I called again and was set up with another repair company: another long wait, part and installation. Again it stopped working, and the process started all over with a different service company, and yet again it did not work.
I made another call and got a part--and another call Christmas week '07. I was told because of the holiday that some one would get back to me after the New Year. Four weeks later, no call; so I called them and spoke to Andrew and was told that it was deemed unrepairable and to go to Best Buy and pick out another refrigerator; the delivery would be free since I paid for it the first time. My husband and I went into the store with our confirmation number for the replacement. The customer service person asked if I brought back the old one. I told them no that Andrew said that would be taken out when the new one was brought in. She told me that I would have to PAY for another refrigerator and delivery charge, and when the unit was delivered and the old one taken that my credit card would be refunded. I told them that Andrew said to come down and pick out a new unit and that I would not have to pay for anything. She insisted that this is policy.
I asked to see the store manager, and she called a dept. mgr. who gave me the same answer. Again I asked to speak to the store mgr. They refused to come out and talk to me. Finally, after 15 mins. they agreed to let me order a new unit without paying for it. I asked about the credit and was told the full value of what I paid. The rudeness really upset me, but we decided to look. My husband and I went to the appliance center, and all the really cheap refrigerators were now priced very high. Ours was a fully loaded unit (like a Lexus). These were "pintos". I found a more expensive one and asked if they could do any better on the price and was denied. We left, and I called customer service from home. I spoke to Margie, told her the story, was transferred to Melissa, recited the story (no help from either person); was transferred to Cort (customer service mgr.) who transferred me to Jody at consumer relations. (I recited the story to all of the service people.) Unfortunately, the last call ended in my screaming at Jody because of the rudeness and unwillingness to help me. She finally said that she would issue me a store credit. We argued more, and I hung up on her. Meanwhile, I purchased another refrigerator from someone else and was going to use the credit for a range. I called on 3/13/08 and spoke to Tom, who did try to help; but in the end they would only allow me to pick out a new refrigerator and not put the money toward a range. I have been passed along and told many things. This will be the last time I ever shop in Best Buy.
Since I live 45 mins. from the store, going there and the long phone conversation and waiting for the service professionals was an ordeal and expense. I have estimated about a full week of time, some of it without pay. Now I am out more money and have two refrigerators.
Allison of Lafayette LA (03/02/08)
We bought a refrigerator from Best Buy and decided to buy the five year service plan in case anything ever went wrong with it. They delivered it and helped us set it up and everything was great. A year to the day after delivery, I woke up to find everything frozen in the refrigerator. I figured they would treat this incident with urgency, as one can live without the TV and computer for the most part, but one must eat. I called immediately with my service plan number in hand, and the person was extremely rude, telling me that their system was down, and they would have someone call me within twenty-four hours. When my call was not returned, I called again. This time the person was very polite, but I was informed that they don't have any appliance service personnel in my area and that they would have to call in a private company. It was a Saturday, and the private company was closed so the customer service representative scheduled an appointment for Wednesday. I freed up as much time as I could for that Wednesday so that I could try to be home. I turned on my cell phone that Tuesday evening to find the company had been calling me that day to say they were on their way. So we had to reschedule.
The private company finally made it over the following Friday, at which point the fridge had stopped freezing everything. They guy got an error code from my fridge and said he would call back on Monday to let me know what it meant. He never called back. He had told me to just unplug it and plug it back in the next time this happened. One problem: I can't move the thing myself without risking injury. A week later I woke up to find everything frozen again. Once again there was nothing that Best Buy could do to help me, and they scheduled another appointment with this company. I am immensely busy during the week right now and count on being able to stock my fridge on the weekends so that I can eat well during the week. As a result of this ongoing incident, I have lost lots of food and haven't been eating right. This is affecting my performance in my daily life. They told me I could submit a form to their food spoilage department to get financially reimbursed. However, you have to take an inventory of everything, and I just don't have time for that. If I had known how bad the service with the service plan would be, I would have saved the money and hired my own appliance repairman. I am no longer a customer of Best Buy.
I have lost a lot of food, and since I prefer organic food, the economic loss is great. I have wasted a lot of time with this private company trying to get my fridge fixed, which is absolutely invaluable to me. I have been eating mostly processed foods or eating out, which has affected my performance in my daily life because of the health effects. I don't want to leave out the stress that this has been causing me, which is also affecting my performance. Now I have to go out to buy a little refrigerator until this one is finally fixed, so that is more money and time I don't really have to spend.
Holly of Winnetka IL (02/17/08)
Purchased LG washer/dryer from Best Buy on 4/6/07. Noticed in November '07 that washer was vibrating excessively during spin cycle. Called Best Buy for service. Technician asked me first if I was using too much detergent because that could affect the bearings and compromise the spin cycle causing vibration. I asked him to please show me in the manual where that was cited, he could not. We determined I was not using excessive soap and he left, recording that There is no noise at all coming from the washer.
Noise/vibration continued. Dec. 21, '07, called Best Buy again for service and asked to speak with supervisor. From 9 a.m. to 10:42 a.m., I was transferred from person to person repeatedly, and never spoke with a supervisor. Scheduled another service call. Second technician arrived acknowledged loud noise/vibration during spin cycle. On his report he wrote, Found normal operation. Instruct cust to only do like loads. Jeans with jeans and towels with towels. Light Garments with light garments to keep washer from going off balance.
Loud Noise/vibration continue. Have decreased load size, now have double the laundry to do. Use spin cycle twice for every load to reduce excessively wet loads. Dryer ususally takes 2 hours to dry one load. Completely unsatisfied and frustrated with LG brand and Best Buy low quality of service. Will tell everyone I know to avoid LG brand and Best Buy period. Am stuck with machines and Best Buy 5-year service contract.
Janet of Chesapeake VA (02/15/08)
In 2005 I purchased a LG refrigerator, microwave, front loading washer and dryer. In Aug 2006 the refrigerator ice maker funnel broke causing ice to go all over the floor instead of into the glass. At the same time the lights on the microwave stopped working. I called for service. They have ordered 6 parts and have never gotten the correct part, and no one seems to be able to decide what is wrong with the lights on the microwave. So we gave up trying to get the appliances fixed and are just living with the inconvenience. In September 2006 the washing machine broke. It took them weeks to repair it.
Now the washing machine is broken again February 14, 2008, and it will be 3 weeks before they can send a technician. We purchased a 5-year Performance Service Plans with each appliance. I am very dissatisfied with LG products and with Best Buy Service Department. I would not recommend LG or Best Buy to anyone and will never purchase another LG product or anything from Best Buy.
We've had the inconvenience of cleaning up ice off the floor all the time, no lights on microwave (purchased an under the cabinet light and installed it near by), and the laundromat is not close by and not the most sanitary place I have ever been in.
Ginny of Chantilly VA (02/11/08)
N.E.W. is the third party contract holder used by BestBuy for handling service and parts claims on appliances, TV's, etc. I spoke with Melissa who is rude, unprofessional, unhelpful and down right nasty. I'm getting nowhere with my Washer service call and regret ever having purchased a 5 year warranty on my Whirlpool washer dryer. Waste of time and waste of money.
Mike of East Grand Rapids MI (02/05/08)
Less than 1 yr ago I purchased a washer and dryer from best buy and in the (less than 1 yr) time period they have had to come to my house to repair the washer. Not only did they not come on a timely basis they made it worse each time they came. Now it's leaking water every time we use it. I have sent a letter via email to them with no response. I will never use them again. They do not stand behind the product they represent at all. Now that I have learned my lesson, I will surely only go back to get work done on my computer and washer and dryer because that I bought the extended warrenty.
The consequences that were incurred were having to stay home all day on a busy day during the week (some of us work). The window they gave me was between 8 am and 4pm so I couldn't really do my job that day. That is money out my kids' pockets.
Jim of Sussex NJ (01/06/08)
We bought a Maytag dishwasher in August 2007, in Jan 2008 it died. We reported the issue to Best Buy and they have been unable to get someone to fix it. The first attempt prompted Best Buy to send someone from Dallas TX, somewhat of a ways from New Jersey and needless to say they did not come. After 5 tries to reach some sort of conclusion they (Best Buy) has no answers and will not provide a refund, store credit, or replacement. This seems to be an another issue in a long line of complaints with Best Buy.
Jay of N Plainfield NJ (01/01/08)
A mailed flyer and internet ad boast Samsung LN-T4661f on sale for $1499.00 but no stores in NY, NJ, Pa, CT, Va, NV, or CA have them. When placing an order online for the same TV, the message given is none are in the warehouse. In my opinion, this is FRAUD, plain and simple. Advertise a price and don't have the item in stock anywhere.
Wayne of Mesquite TX (12/24/07)
July 2005 I purchased 3 Samsung appliances from Best Buy: a fridge, stove and microwave oven. Six months later the microwave started flashing and finally quit. Samsung sent a repair man out to fix it; 18 months later the same thing happened. Again I have a microwave oven that does not work only this time neither Samsung nor Best Buy will do anything about it. Even after explaining to them that a microwave oven should last longer than two years, they still refused to do anything for me stating that it was out of warranty.
Carmen of Providence RI (12/21/07)
I purchased a Whirlpool Duet Sport Washer and Dryer from Best Buy, a fairly expensive ($1500) purchase. There was a delay in delivery due to the popularity of the product, and so my delivery date was 3 weeks after my purchase. I ordered this washer and dryer specifically because they could be stacked on each other, and therefore ordered and paid for a stacking kit to be delivered with the washer and dryer. The washer and dryer were delivered with the incorrect stacking kit, and the delivery men had no other kits with them. I was told to go to the store, exchange what they had for the correct kit, and finish the install myself. This is unacceptable. Although I am capable of this, the installation was part of the purchase, and moving around a stacked washer and dryer alone did not seem like a safe idea.
I called Best Buy and was told they did not have the parts at the store anyway. I went to the store, and miraculously, they did have the correct parts, and they scheduled the delivery team to return the next day to complete the install. I was to be called in the afternoon with a window of time for the install. Receiving no call, I called the store, and they called the warehouse, who had no record of my appointment, and who claimed they had no more slots. I had to call the warehouse myself and argue with the dispatcher to get a time, with a window now of 3 hours today. We will see if this is resolved, but getting this done has been a frustrating and long process, and I will never buy anything from Best Buy. I recommend to everyone to avoid purchasing appliances through Best Buy. Use your local merchants, or other more reliable chains.
Besides 3 weeks worth of laundry that remains undone, and the threat of me having to move these large appliances alone, which is a great liability, no damages yet!
Sylvia of Swanton VT (12/06/07)
Last year I went to buy an mp3 player. The salesman recommended the new Zune as it was flash-based without the moving parts like the hard drive based players, so less apt to break. I did a little research and found that yes, the flash based were definitely less prone to damage if dropped. However, I never thought to research if the Zune really was flash based. I just took his word for it. Well, you got it, Zunes are not flash based, they are hard drive based. Do I feel foolish.
So far I have been fortunate, no damage has occurred.
Lyle of Eugene OR (11/23/07)
I bought an LG Refrigerator at Best Buy on 10/21/2007. I was given an icemaker by the salesperperson, Amber, and was told I could easily install it myself upon delivery of the appliance. The instructions from LG did not match the appliance completely, and I requested Best Buy to have the icemaker installation done for me. They referred me to their installation contractor Daroad 1t 541-912-2027. I paid him $35, but then the icemaker did not work. I called the sales associate at the local Best Buy and they referred me to 1-888-BestBuy. They told me they would handle getting the unit repaired. A few days later, Jim from Akrit Appliance called and came over to get the unit working. He said a wire in the back was not connected. He charged me $75 and said it was not a warranty repair and promptly left after connecting the wire, but did not put the refrigerator back in place. The icemaker still did not work. I pulled the refrigerator out, noticed that there was a kink in the water line going from the icemaker to the electronic valve. I straightened it out and attached duct tape to keep the line in place. I called 1-888-BestBuy and finally Jeremy gave me a case number, 15554447, and requested that I send in the bill and that I would get a QFA refund in 7-10 days. I received the letter I sent along with my copies of the receipt and repair bill and a note saying this repair would NOT be reimbursed. I spoke to Best Buy repair and LG Service who took no responsibility taken, just pass the buck back to me. Amber at the store, was not helpful, nor was the store manager Shawn. I feel that the icemaker installation was misrepresented. I had to pay $35 for an installation and $75 for a repair on a new refigerator, coming to a total of $110 just to get the icemaker working. Noone could quite see my point of view until I called corporate relations where Jason agreed that he could give me a $75 gift card. Not my idea of a refund, but it will be the last time I go to Best Buy if this is how customers are treated.
$110 and about eight hours on the phone
Tina of Burton MI (11/20/07)
I have been having trouble with Best Buy and my washer for over a year now. Our first encounter with our broken washer and their service department was horrible. After a month and a half they finally just gave us a new one because no body ever seemed to fix it. The next time we ended up having to go to a private company to deal with the problem. It's still under warranty, The guy came out, never listened to what we said, unplugged it, plugged it back in and said it should work just fine. Code 51 was flashing on the washer when he got here, the washer was beeping, and he never paid attention to it.
Our part came in, and repair was set up for Nov. 20 with 2-hour window. No one called; I called and was told no service was scheduled. They said four days later was earliest opening. I asked to speak to supervisor Tony who was useless in helping. I took the day off and changed important doctor appointments. They say I must keep the Friday appointment even though I cannot take that day off. It is no wonder why Best Buy loses customers daily. In the last year and a half with all the Best Buy issues, I've lost over 2 weeks of work and have a write-up in my employment file.
Candace of Denham Springs LA (11/20/07)
I purchased an LG refrigerator in November 2006. I started having problems with it 4 months after purchase. LG sent someone out to try to repair this unit 6 times and unit was found to be unrepairable. LG sent an approval letter stating I can exchange this product for another LG refrigerator of my choice. The Best Buy manager, Rick Gant, was very very rude to me and would not honor the LG approval for a new refrigerator of my choice. He insisted I get the same model that I had lots of problems with or one of more value and pay the difference. He would not credit me if I chose one of lessor value. Customer Service was HORRIBLE and I would advise NO ONE to purchase anything from BEST BUY.
I have a $2,500.00 refrigerator that does not work and can only exchange it for same or a higher price model. THIS IS AWFUL!
Rob of Staunton VA (11/19/07)
Bought an LG refrigerator with extended warranty. Model LRSC26922TT. When using ice dispencer, it will not cut off dumping ice and water all over until you open the freezer door. First call for service went unanswered. Second appt. was ( lost) Tech came the 3rd time and glued cover back over button. Never fixed. Billed $95.00 for service a year later ( LG or Best Buy would not pay even though under warranty.) Best Buy manager did refund cost. Still not fixed. Best Buy says find someone to fix it. I say I paid for service. Still not fixed and water and ice all over the place.
Kally of Sprinport MI (11/04/07)
My Maytag Atlanis washing machine Model # MAV8260AWQ has smelled since the year after we bought it. My husband and I had no idea that they had a mold problem until we seen an advertisement on our local new station saying that people were having bad problems with mold and mold on their clothes and it smelling really bad. The mold smell in our washer has grown worse and worse until our whole laundry room on a warm day smells so bad you can hardly stand going in it and our clothes smell musty.
D of Powell OH (10/17/07)
In Oct. '06 I purchased a Samsung Silvercare washer from Best Buy with service plan. It immediately started destroying my finest clothes to the tune of over $1300 now. I've spent literally over 7 hrs. on hold between these 2 companies and had 3 service calls with requested reimbursement under lemon law. Best Buy and Samsung reps promise to call back but nothing has been done. If bleach is used in this machine, it will continue dumping bleach in other loads.
Stress and frustration; over $1300 in ruined clothes.
Kelley of Cloverdale, CA (09/05/07)
We bought an LG Refrigerator with French doors and a pull out freezer for $2200. We purchased the unit May 16, 2007 and had it installed mid July. The ice maker quit working in August. I called Best Buy who told me to call the Manufacturer. The Manufacturer told me to call an appliance service place who refused to travel to my home (27 miles away) to service the unit.
I called Best Buy who promised to get me a service person within 3 -5 days. After 5 days I called and am told to call the mfg. I explained that the mfg can't help me and that if Best Buy had explained that they would not or could not service my unit I would not have bought it from them.
They promise to take care of it and we do the same circle again. I have yet to hear from a service person.
George of Ridgefield Park NJ (08/15/07)
The company took my money for an installation on a dishwasher on July 4,2007. On July 27, 2007, I asked for my money back as I was notified Best Buy would not be able to do the installation by the contract date. I have contacted many people in the corporate office on many dates.
I did not get my money back. $119.99 is owed to me.
Patti of Hutchins TX (04/06/07)
I had purchased a Frigidair refrigerator that they had to come out on 5 times because it would not make ice and the same serviceman came almost every time and never fixed it and then I exchanged it for a samsung side by side and after a few months they had to come out for it for the same reason. They installed another ice maker and it still didn't work and it was freezing up on the freezer side. They never addressed that at all. Then I had Sears come out and they diagnosed it as the sensor and said that they had had problems with that model and I might need a board installed. By now my warranty was out. Now the refrigerator side and the freezer are out. I have a samsung approved service center coming out today. Best buy could have cared less about this. I have been out money and mulitple calls and the time those take and food has spoiled over and over with these refrigerators. I am 63 and have never had a problem with one until now and this has been a nightmare. I will never buy another samsung product or buy anything from Best Buy again
Ken of South Vienna OH (04/05/07)
Purchased Frigidaire set, Frig, Stove, Dish washer, and Range/microwave on Febuary 24th, 2007. They told us 1st available time to deliver was March 30th, over 1 month later. We took that time, they came to deliver the stuff on Friday the 30th, and the Refrigirator did not work, the stove bottom drawer is falling out of the bottom of the stove. We contacted Best Buy back, they told us they would have to order a new refrigerator. I called back that Monday and told the store manager I needed a stove because are old stove had been taken. We were told they would work on it and let us know. I had to call the corperate office (888)BestBuy and got the supposed highest supervisor I could to tell me they could not deliver a new
refrigerator until Friday of the next week, unless I wanted to take more time off of work, which I had already done so, and to mention the delivery time was missed by one hour and a half on the 30th. So I told them to come and get the stuff, that it was all junk, and my wife decided to let them try again. We have not recieved an appology
or offered anything for our inconvience, My wife was told that they had two times that the new refrigerator could be delivered, take it or leave it! What kind of Customer Satisfaction is that. The gentlemen Craig he would feel the same way we did, but he could not make any decisions to aid us for our time and inconvience. I would like to know who the CEO of Best Buy is and if he knows how his companies customers are really being treated. I will never walk into a Best Buy store again. I had planned on buying two flat screen tv's for my home in the coming month's but will go else where.
Vicki of Texas City TX (03/20/07)
On 03/16/07 I purchased a Whirlpool washer and dryer from Best Buy. The total purchase was 1928.97 I was told they would deliver the set on Monday the 20th. My husband had given me a drawing of the plug to the dryer. When I purchased the set I gave the drawing to the store clerk. He looked at the drawing and said no problem. On my receipt was a charge for a 3 prong plug. When the delivery man came to my house he stated that I needed to change out my electrical plug. I didn't know if he was a delivery man or an electrican? I told him that I had a Maytag Neptune from Circuit City plugged in there and that it worked just fine. Best Buy delivery man only had one plug in his truck and he stated that because that was the one he had that is what I had to take. He also told me I could go to Lowes or somewhere and purchase another plug. I told him no that I had already paid 19.99 for a plug from Best Buy, so he stated that he would deliver my set, but wouldn't set it up. I called cutsomer service and they advised me that I need to change out my plug....man, customer service can tell me that I need to change out my plug and they have never been to my house. Needless to say the call was useless. The service that I recieved from Best Buy was horrible. I was a loyal customer for years, but that has also changed. I would also like to add that I purchased the same washer and dryer set from Sears (for the same price) and was delivered to my home the next day. The delivery man walked in with a plug and saw that it was the wrong one and walked out to his truck and returned with the right one.
Sandy of Arcadia CA (03/17/07)
Had a refrigerator delivered. The delivery guys (2) asked for a screwdriver so they could install it (they install appliances but don't bring tools?) After they left, we noticed an IPOD was missing.
Dennis of San Diego CA (03/08/07)
I purchased a Samsung RS2555SL refridgerator with a 5 year perfromace warranty on 4/28/2003 (floor model).Took it home hooked it up and the water dispenser did not work. Went back to the store and they had it replaced within one week. The middle of January the same problem occured. Called Best Buy, they scheduled a service appt. Tech came out a week later and looked it over said he had to order parts. Spoke to service center on the 18th of Jan, they said they were still waiting on parts. Spoke to the supervisor and two days later tech came out and installed parts and said there was another part that had to be ordered. After that tech left the freezer stopped working. Spoke to another supervisor, he said it would be a week until someone could look at it again. The original tech forgot to plug in the part he installed. Meanwhile the water dispenser is still not working. Tech come out on to install the part he ordered and discover another part that needs to be replaced. So I called Best Buy after the tech left and spoke to a third supervisor and explained once again the whole scenario and he said that he would put in a replacement request and that that dept. would call me within 3-5 days. No Call. Call Best Buy again and was told that the request was denied. So here it is 9 weeks later and the water dispenser is still not working. Tech is supposed to be out on 3/14/07 to install another part.
Mark of Doyline LA (03/09/06)
Received a flyer on Sunday, March 5th, 2006. There was a dishwasher in the circular that was advertised as free installation on ALL dishwashers $299.00 on up. Called the local store to verify that stock #FDBB944CS was available. Spoke to Scott (Manager)and he told us that there would probably be a charge for them to install the item that was supposed to be free installation. They were supposed to call back with the price and never did. The following day we received a phone call from Best Buy requesting our address so they could get the price for the FREE installation.
On 3/9/06, I contacted the store trying to find out what the extra cost would be and they stated that I could not pick it up that I had to pay for them to deliver it plus pay the installer an additional amount for coming out which was an undisclosed amount because they did not know what that company would charge,nor did they know the area alloted for free installation. After speaking with Katie (a different Manager at Best Buy),she informed the appliance personnel to contact Universal Plumbing (their plumbing contractor) for the additional price. Instead Herbert gave us the phone number to their contractor and told me the contractor would not disclose their installation area and that I could call them if I wanted.
I contacted Universal Plumbing and spoke to Trey who informed me I would have to pay his company $55.00 because I lived 4 miles where their stopping point is. At that time, I contacted Best Buy's Corporate Office where I spoke to Kelly, who informed me that in their advertising it says see customer specialist for details and they are to inform their customers that they have to pay for delivery to get free installation. I asked for her Supervisor who was Augie and refused to give his last name, but claims to be the highest person I could speak to in the company.
After explaining the situation to Augie, he informed to the same statement that Kelly made as to see the Customer Specialist for details and that their policy is that the customer has to pay for delivery and any additional charges the contracting company would charge to receive the free installation. He gave us a clamin #25379851. Mr. Augie informed me that this was a store issue and he would not do anything regarding this situation.
Bethany of Bay Minette AL (03/01/06)
I purchased a refrigerator on Tuesday 2/21/06 from the Best Buy near my home.
The refrigerator did not cool well enough to even keep ice in the freezer. I called Best Buy and reported to problem. They sent a repair man who could not fix the problem.
I then took the refrigerator back to the store and they treated me very poorly. I paid cash for the refrigerator and they refused to refund my purchase with cash. I will have to wait two weeks for a check.
Glenn of Lawrenceville NJ writes (10/22/02):
On June 23, 2001 I bought a new home and purchased all of my appliances at Best Buy. In addition I purchased the extended warranty for 5 years on the refrigerator, washer and dryer. My home uses natural gas so Best Buy charged me an additional $69.99 for the gas installation and sent installers to my house 3 days later. When the installers arrived they told me that Best Buy didn't include all the parts and charged me an additional $35 which I paid to the installers. Also, they used the wrong size clamp on the dryer's exhaust and it kept falling off.
This upset me as Best Buy told me everything was included in the $69.99. For months after we had exorbitant gas bills (some over $500) and had the gas company check the lines, change the meter and the builder inspect the PVC system. The leak was never found. Yesterday, my wife entered the laundry room which we usually keep open but the door was closed for a few days and she smelled gas. We immediately called PSE&G. They came within the hour and detected a gas leak.
The representative from PSE&G determined it was due to a faulty installation by Best Buy and that it's been leaking since it was installed. They assigned a violation and told us to call Best Buy to get it fixed. We called Best Buy and got the run around for 5 hours (promised call backs, etc.)a representative named Landon told me that installation isn't covered in the warranty and they can't locate the installation company that did the installation and therefore Best Buy wouldn't pay for it to be fixed. I was forced to hire a company to have the leak fixed at our own expense, lost thousands of dollars in gas bills, and had a dangerous gas leak for a year.
I would like the following restitution: Refund the full amount of all my service plans, reimburse me for the amount I paid to get the leak fixed. Pay back a percentage of my high gas bills.
Glenn's request is reasonable but he will probably have to sue Bset buy in Small Claims Court to collect.
Nadeem of Germantown, MD, writes (10/19/02):
I bought washer and dryer from Best Buy which had a mail-in rebate from manufacturer. I mailed the form within a week. I got a letter after 3 months from Maytag that there is a problem with the model number on the rebate form. So we can't process it. I went to the store, they say we only carry the info. For 30 days called the 1800-369-5050. I talked to Dorthea at this number; after 30 mins. of various things, she said that we can't help you since it is too late. In other I lose my rebate money. It seems like this is planned so that they can sell their goods with the scam that you will get a mail in rebate which does not exist.
Nadeem should complain to the Federal Trade Commission and to the Maryland Attorney General.
Vinh of Alhambra CA (10/9/02):
I purchased a brand new KitchenAid side-by-side refrigerator from the Pasadena, California Best Buy store on July 26th, 2002. They delivered it on August 10th because I was moving into a new house. On August 28th the ice maker stopped working. I checked with Best Buy and they won't honor the 30 day exchange policy because I'm two days past it.
Luckily, I had bought the maintenance plan so I called their service department to schedule someone to come out. The technician came out one week later only to diagnose that some sensors were faulty. He ordered the replacement parts and told me to call them again when the parts arrive. It took almost four weeks for the parts to come. During this period, I received just one courtesy call from Best Buy which was the date after the technician's visit. I'd call them every few days to follow up because I was getting extremely unhappy at the lack of customer service and resolution from Best Buy. No one seems to know the whereabouts of the parts so they just told me to keep waiting.
Finally, Debbie, the supervisor on duty on one of the days I called, acknowledged that the parts they shipped were "lost" in the mail so they're shipping new ones to me. When the parts finally arrived, the same technician showed up one week later. What he discovered was that the parts were the wrong ones! So he had to ordered another one. I was told that they would expedite the shipping and fixing of my problem and they apologized profusedly for all the inconvenience this has caused me. The second shipment got here on October 9th, which is 42 days from the time I originally called. I was told that the earliest date for someone to come out is October 16th when I called to reschedule.
By this time I've been very patient with these people and letting them rectify the problems they've caused me. I understand parts fail occasionally but the run-arounds and failure to resolve the problems in a timely manner are just unacceptable. I told Logan, the service manager in charge on October 9th, that this level of response to customer's complaint is not what I expect of Best Buy or a company of similar size. Furthermore, most of the problems and delays are direct results of their incompetent handling of the parts. He tried to blame it on the manufacturer for shipping the wrong parts. I told him that it's not how business is done. Best Buy must be accountable for the goods it sells to consumers and hold its suppliers responsible. I informed Logan that he should take the initiative to resolve this problem by getting someone here asap and that October 16th is not good enough.
His response to me is: "Sorry, that's the earliest we can do!" If this is a demonstration of Best Buy's customer care, I think everyone should stay away from doing business with it. I then told him that Best Buy should just send someone to my house, pick up the fridge, and give me my full money back because they have caused me nothing but pain, anger, and loss of work time from dealing with them. I hope my opinion is heard by potential buyers out there and they'd think twice before making their next purchase at Best Buy.
Inell of Stone Mountain GA (9/30/02):
On October 16, 2001, I purchased a Frigidaire Dishwasher from Best Buy #513, in Tucker, Georgia 30084. I paid $79.99 for the installation of the dishwasher. Best Buy sent Jeff Williams from A-1 Installs to install the dishwasher. Installation was complete on 10/27/02. In April 2002, I discovered that the dishwasher was leaking water under the vinyl on my kitchen floor due to very bad installation errors. Due to the fact that it was leaking underneath the vinyl, by the time it was discovered, the floor beneath the vinyl had already been damaged.
Best Buy technicians have corrected the problems due to poor installation, but I have been left with a water-damaged floor due to the poor installation. The claim was turned into Best Buy's Insurance Department. Brandon Moore from A-1 Installs has accepted the claim, however, he has made no effort to correct the problem with the damaged floor. I have sent two estimates to A-1 Installs. One estimate was done by Allstate Home Improvement in the amount of $3,960.00 and the other estimate was done by PMA Remodeling in the amount of $2,675.00. The estimates were sent by certified mail with a returned-signed receipt. Brandon Moore, A-1 Installs has acknowledge that they have received the estimates, but has not corrected my damaged kitchen floor.
I talked to Jennifer Borsma in the Best Buy Insurance Claims office. She told me on 4/20/02, that after discussing the situation with Brandon Moore, they decided that the negligence was on the part of A-1 Installs and not Best Buy. At that time, Brandon Moore, A-1 Installs accepted the claim admitting negligence on A-1 Installs part. I was told that David Gordon is Brandon Moore's manager at A-1 Installs and Mr. Gordon was aware of my problem with the installation, but Brandon Moore was the person handling the claim. Therefore, I was unable to take to Mr. David Gordon.
After getting the run around from A-1 Installs from April trough July 17, 2002, I called Best Buy's Corporate office to report the lack of results from A-1 Installs. I spoke with Nando, he said he was not allowed to give his last name. He referred me to somene who deals with Esis Insurance Company. I was informed that Esis Insurance Company handles their claims. I spoke to Jane King of Consumer Relations around 10:42AM on 7/17/02. Jane said she would call A-1 Installs and call me back on 7/17/02 by 5PM. Jane called me back and said she could not get in touch with Brandon Moore. Jane King called me again on 7/24/02 at 4:20 PM and said she left several messages for Brandon Moore and David Gordon of A-1 Installs. No one returned her calls therefore there was nothing she could do to help me. I gave Brandon Moore and David Gordon until September, they never responded to my problem.
On September 6, 2002, I sent a detailed letter to Mr. Bradbury Anderson/President and CEO of Best Buy and Mr. Richard Schulze/Chair of Company's board via certified mail requesting the they send me a check in the amount of $3,960.00 (the estimate from the repair company of my choice-Allstate Home Improvement) for the repair of my water damage kitchen floor. In addition to the $3,960.00, I requested to be reimbursed my certified mail expenses to A-1 and to Bust Buy. I have given them until today to respond to the problem, but no one has contacted me regarding my water damaged kitchen floor. I don't know what to do at this time to get the problem resolved. I considered calling my homeower's insurance company, but I fear that my premiums will increase as a result of filing a claim.
Inell obviously has a complete record of all the problems. She should file suit in Small Claims Court against Best Buy and the installers to recover her damages. Alternatively, she could file a claim on her homeowners policy and let her insurance company pursue it.
Michelle of Pasadena CA (9/29/02):
My problem is with the extended warranty I purchased from Best Buy for my Maytag washing machine. The machine is just over a year old and when it stopping washing and spinning, I called for the in-home repair service that I paid $150 for from Best Buy. The average waiting time is anywhere from 10-14 days. When they finally showed up I was told it was the transmission and that they would need to order it from out of state. Hard to believe since there are Maytag dealers all over town. He said they would have it shipped to my home and when it arrived I should call the repair department again and let them know to allow a time slot of 2-3 hours.
Well, when I called, I was told there would be yet "another" 10-14 day wait. The night before they were scheduled to arrive they called and wanted to postpone my service again because they "forgot" to schedule enough time needed for repair. I told them this was unacceptable and that I wanted to speak to a supervior. I was informed they would have someone call me right away which never happened. However, I called back and reached another supervisor and they decided to show up as scheduled.
When he arrived, he was in such a hurry I was concerned. He said that they were short-staffed due to layoffs at their store and that all customers are furious about the long wait for repairs. Anyway, he managed to complete his 2-3 hour job in less than 45 minutes. I asked that we test the machine before he left, but he said it needed to seal properly and not to use it for 2 hours. To be on the safe side I waited 4 hours. I filled up the machine with towels and started the wash cycle. The water would not stop filling the tub, so I stopped it and turned it to the wash cycle...nothing happened. I then set the spin cycle...nothing. It appears that this transmission doesn't work either.
Not only that but I was left with another problem with the water level sensor. I called immediately and was told there will be "another" 10-14 day wait. I asked if it could be moved up since I have already been through almost a month of waiting since my original call. Not possible, they informed me and there is nothing than can be done. There were no supervisors or managers available to speak to either. I went to their web site and sent and email requesting assistance and was basically told that it's not their problem. If I had purchased this machine from Sears there is no way I would have been forced to endure this unacceptable wait. They would have either repaired or replaced that machine immediately. Also, I have never waited for more than 2 days waiting time when I have requested service from them.
Best Buy obviously could care less about customer service. I paid $1,000 for this machine and have only had it for a litttle more than a year. The timers have never worked in it since day #1 either. The fabric softener releases in the wash cycle, not the rinse cycle and the laundry detergent auto doesn't work either.
I have been washing clothes out on a daily basis my hand for a month now and am really sick of attitudes and the incompetent or inappropriate services. All I want is my machine repaired and I want it done in a reasonable amount of time. The repairman that was last here even admitted they hire people who don't have a clue on how to repair these machines and it looks like I obviously got one myself.
Linda of Irmo SC (9/22/02):
Best Buy did not install my dryer properly. My dryer's vent connection was taped to the old dryer's vent which was cut off and taped together with black tape. Best Buy promised to correct this five days ago. As of this date is has not been properly installed yet. This is a fire hazzard in my home. I paid cash for this dryer and I want it installed properly. I was told that they would call me back, but have not heard from Best Buy yet.
Suzanne of Bloomingdale, IL, writes:
On 6/13/00, I purchased several appliances (washer, dryer, dishwasher, regrig, stove and hood for stove) from Best Buy. Delivery was set for June 28th. As part of the sales agreement, the sales clerk told me that delivery charges would be free (via mail-in rebate), all the appliances would be hooked up, the old ones would be hauled away and all the boxes for the new appliances would also be hauled away. The clerk said the only set-up fee he could not give me free was the dishwasher.
I paid $79.99 for the installation of the dishwasher.
The night (Tues) before the delivery was to be completed, someone left a message on my machine and said they had made a paperwork error and the appliances would not be delivered until Thurs. I explained that no one lived at the house yet and the delivery was set up for Wed because no one would be there Thurs. The guy told me that there was nothing he could do to get it delivered on Wed. as promised. I had to make last-minute arrangements to have someone at the house on Thursday for the delivery.
When the drivers showed up, they did not install anything but the clothes washer. They were not even going to take the dishwasher out of the box, they left appliances strewn all over my kitchen, they did not haul away the boxes as promised, they did not want to take the old appliances and one of the drivers stole some AAA batteries and a new wrench from my home. I was having a party that holiday weekend and had to scramble to get someone to come out and install all the appliances that Best Buy told me they were going to install. I had to hire a plumber to install and attach the dishwasher and the icemaker ($120). I managed to install the other appliances, but the hood for the oven is still not installed!
When I called after the holiday weekend to complain to the store manager (Ms. Pat Wagner), she was very rude and she was almost "challenging" everything I said. She wanted to know if I filed a police report for the stolen items. She told me that set-up was a courtesy. I reminded her that it is only a courtesy if they actually do it. Plus, this was a condition of the sale! She was very rude and offered to give me $20 off each item but only if I came into the store to reprocess the order. This does not even cover the cost of the plumber for me, but she offered no other solution. I explained that I did not live near the store, but she insisted that I had to be in the store in order to process the credit/refund. I told her I could not get there until the following week and she said there was no time limit.
When I showed up the following week at the store for the refund, Ms. Wagner was not on duty and no other managers were aware of the situation. Therefore they would not process the refund/credit for me. The manager who was called to assist with this problem (when I came in for the refund) just told me he would not process the credit and walked away when I began to get upset. The clerk who was helping said he would talk to Ms. Wagner in the morning and have her call me. I am still waiting for Ms. Wagner to call and I am still waiting for the credit of the $20 per item that she promised and the refund of the $79.99 installation fee that they charged me for a dishwasher that they never set up!
I am not moved into this new house yet and it is 35 miles from my current home. I had to make special arrangements to drive my elderly father out to the empty house to sit and wait for the delivery drivers since they changed the first delivery date on me. Then, the drivers gave my father a hard time and even when he asked them to check to see if they accidentally picked up the batteries and the wrench, the drivers were very rude and told my father to go back in and check the house (which is empty - check what?!). My father had to argue with the drivers to get them to take the old appliances, he had to carry the old stove hood outside himself and ask them repeatedly to take it. They refused to take the boxes - said it wasn't their job. It upset my father and in turn, upset me very much. I had to have the party at my house with the appliances strewn all over and not hooked up which was very embarrassing to me.
My dealings with Best Buy management have been nothing but infuriating and the problem is still not resolved! This has caused me a great deal of emotional stress - I am in the process of trying to sell one house so I can move to the other and I do not have the time to keep driving 30 miles back to the store to try to get this resolved when NOTHING ever gets done and the people are outrageously rude!
Kevin of Houston writes:
In September 1995, I bought a clothes dryer from Best Buy in Houston, TX. After listening to a lengthy sales pitch, I bought a four-year extended warranty.
In July 1999, I began to experience a series of mechanical problems with the dryer. I have reported the problems to Best Buy numerous times. They refuse to complete any repairs. Now eight months later, they claim to be waiting on parts.
I call to inquire about my claim once per month. Every time I am told that Best Buy will perform a "parts research" and get back to me within 3-5 days. No Best Buy rep has ever returned my calls. I have spoken to "supervisors" and "support reps" in the Consumer Relations Dept. Clearly, Best Buy has no intention of repairing my dryer a few months shy of the warranty expiration.
If Kevin has the time and energy, he should sue Best Buy in Small Claims Court.
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