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J of Shawnee Mission, KS January 24, 2009
Please be aware of an unfortunate and stressful purchasing problem I have encountered with Best Buy at the 93rd & Quivera store in Overland Park, KS. On October 12 we paid for a special order refrigerator. After countless phone calls and visits to the store, it finally arrived today. More recently, I phoned a Ms. T. Jenz who I understand is a management person in the area. She did not return my call. I also phoned a Ms. T. Fairchild, who is an Operations Manager. After expressing her irritation at being summonsed on her cell phone, she indicated she would research the problem and get back with me. She did not do so, but instead passed me back down the line.
Most recently we visited the store location to inspect an Open Box unit on which the doors had been adjusted to partially correct their uneven mounting. We agreed to purchase this unit for a 150 price reduction with the understanding that the technician would try just a little bit more to correct the door problem. The sales clerk then escorted me to the Customer Service department for the adjustment. I stood there for about an hour while various clerks tried to unscramble the mess that has apparently resulted in the Best Buy computing system from various clerks inputting who knows what data.
Every Best Buy employee seems youthfully inexperienced. No employee ever initiated any call to us to inform us what was to happen next and when, or to apologize for any delays or inconvenience. It has been like pushing a greased rope uphill into a headwind. Candidly, I can think of no circumstances, short of some huge refund from Best Buy, under which I could ever consider shopping at Best Buy again. Poor organization has turned what should have been a pleasurable and enjoyable purchase experience into a three month nightmare from retail hell.
Jana of Slc, UT December 30, 2008
I purchased a washer and dryer set on clearance from Best Buy on Friday - it was scheduled to be delivered on Monday. I was told someone would call to let me know a two hour time frame when I could expect delivery. No one called. I tried to call Monday before I left for work, but they don't open the store until 10. So I called again at 10 - it took me 10 minutes just to get someone to answer their phone - only to be told that the two hour window was from 9:30 to 11:30! So I raced home to wait for delivery.
At 11:40 the delivery still had not come - so I called Best Buy again - after another 20 minutes of sitting on holding and getting the run around, I was told that they couldn't get in touch with the delivery man, but they left him a message to call me ASAP. About 10 minutes later he called, informing me that the washer they sold me was not in stock and he was still trying to find one from another store and didn't know when or if he would be able to deliver. It would have been really nice to know this before I took 2 hours off work to wait for him to show.
I tried to call the store again to talk to a manager, but couldn't ever get anyone in the appliance department to pick up the phone, so I called corporate customer service. They were very kind, but explained they couldn't do anything because the product was a clearance item that they were not restocking. But said they would send me a gift card for my trouble and told me to go into Best Buy to see if I could find something to replace it or to cancel my order. So, I went back in to Best Buy and it was finally determined that there was a newer model that the salesman thought was the clearance model - which caused the whole mix up. He took my phone number and said he would redo the order with the new unit at the clearance price and would call and let me know when I could expect delivery. No phone call.
I spent another 20 minutes this morning trying to get in touch with someone at the store. Only to be told that they were going to give me the new model at cost - but it was still about 40 more than the model I originally purchased and I needed to come back in and repurchase everything. If the unit wasn't such a good price, I would just cancel everything because I don't want to deal with their crap anymore. I guess you get what you pay for. I can say that after this, I am seriously reconsidering paying for the extended warranty if this is the kind-of service I can expect. And I will never make any large purchase from Best Buy again.
2 hours off work to wait for a non-existent delivery, 1+ hours trying to talk talk to someone on the phone, 2+ trips to Best Buy to correct the problem.
Pete of Montclair, CA December 24, 2008
My Washing machine that was 1 1/2 years old break for the 3rd time. The machine was out of warrantee so i knew I need to pay for service, I had no problem with that! I had a service man come out to my house he said i need a new inner and outer tub assembly. 375 was the estimate. They schedule an appointment for Friday 18/18/08 between 8AM-noon. I took the day off work so i would be there when they came. They called about 10 AM and needed to reschedule till Monday 12/22/08. A told them id been over 3 weeks without a washing machine could they please have someone else come out that day and they refused.
So i reluctantly took the following monday off again and they not only didn't call they didn't show up. I walled a total of 7 times and spoke to 5 different supervisors and all vowed to call me back with a resolution and non of them did. I asked to speak to a superior, district or regional manager and the would not release that information! I went to the store where i bought the washing machine in Montclair California and asked for the store manager and he referred me back to 1800-Geek-Squad for apparently more of the same run around. I asked for the name and number of the regional or district manager and he refused to give me that information. as of now no one has contacted me and I'm still without a washing machine! I don't know what else to do?
Wash machine is still not working and i lost 2 days pay!
Carolyn of Bristol, RI December 23, 2008
A few years ago I went to the Best Buy in Seekonk, MA to buy a computer listed on sale in a flyer. They did not have it but said they would get it from another store. They called me, said it was in, I went to pick it up and they said it was not there and there was no record of my request. I said I would never shop there again.
Recently I went back to the same store in Seekonk MA, twice I waited over 20 mins for someone to help me buy a stove, I left, I had no time to wait. I went to the Best Buy in Attleboro MA, bought a stove and paid for it, including installation and delivery. The installers called to say they could not deliver it on the day I requested so we arranged it for another day.
The installers arrived, decided it was too icey, left and never called back to reschedule. Had they knocked on the door they would have discovered that the stove should have been delivered through the garage where there was no ice. I called the Attleboro store and finally got someone on the phone who basically told me it was out of their hands, to call 1 888 BEST BUY.
I got cut off twice. Finally I got someone who told me that an order for installation had not been made, of course it had, why would a plumber attempt to deliver without an order, at this point I was not happy. Finally they found the order and said they would call the installation company and that the company would call me back, they did, and apparently they will deliver the stove tomorrow morning, we will see.
I paid for this stove 10 days ago, this is ridiculous, do not buy from Best Buy, they do not appreciate you as a customer, only the cash you put in their hands. They need to hire more people so that customers do not need to wait and they need to follow up at stores instead of at call centers.
If the stove does not arrive in the morning and is not installed I have no stove to cook a Christmas dinner with for 13 people, I am not very confident at this point, would you be? Ann of Palmdale, CA December 16, 2008
on 11-26-08 i purchased a gas range online. 12-13-08 it was delivered at which time i found out it was defective. i then called customer service at which time they transfered me several times to different people and then was told that the only thing that they could do was have me purchase a new one and when they come to pick up the old one i will get the new one. i was not satified with this answer and asked to talk to a supervisor. i was told that one would be calling me back within 24 hours and as of yet still has not.
i then called back and asked to talk to someone in the corporate office they connected me with Alex at customer complaints at which time he connected me to a Susan who told me that she would take care of it and had me on hold while she was doing this. she told me that she was gonna have them deliver me a new stove and take the other back. she then told me to call their warehouse and tell them all the information that they needed. i called and the guy there told me that they were just waiting on an approval and it should come thru on sunday morning and then they would be able to deliver on monday.
here it is monday and have'nt heard anything from them, so i called back tonight and talk to the warehouse and they said that they never recieved the approval and i needed to call customer service back. i have spent 3 hours on the phone tonight with them and the last person i talked to said that i would have to wait for a supervisor to call me back to take care of this. i asked when i could expect a supervisor to call and she told me that she couldn't say for sure. so here i am with nothing accomplished and still have a defective stove that should be covered under their warranty.
Debi of Embarrass, MN December 8, 2008
We bought new kitchen appliances. The LG refrigerator did not get cold. Had to call 4 days in a row, finally got a service person out here after a week, BEST BUY did nothing. They said we can return it (a 2 hour drive) they would not come get it. Said if they ordered a new one it would take an additional 2 weeks. No discount, no apology, nothing.
At the cost of fuel, we get to haul this back. We are now taking all of the appliances back. I will never buy from them again. We also had to have neighbors come over to bring appliance in and out.
Gregory of Mays Landing, NJ December 3, 2008
I purchased my tromm washer and dryer a year ago and since then i had to get the dryer replaced once with another new dryer, and after that i had to call a repairman out to my house on three different times, and the last time the repairman came he stated that there's nothing they can do to fix my problem with the dryer. The problem with my dryer is that it will not dry my cloths. I have to restart my dryer a minimun of three times to get my cloths dry. It does not matter if i put in a small load, of a large load the problems still continues.
Jack of Garden Grove, CA December 2, 2008
When I filled out the Survey about the purchase of my new Samsung Washer, I made a complaint about the store charging me a Tax on the Delivery Charge. I was WRONG, AND WISH TO APOLOGIZE FOR MAKING THAT ASSUMPTION WITHOUT A THOROUGH EXAMINATION OF MY SALES RECEIPT. The sales person at the store was most helpful, and accomodating in arranging for a delivery of this fine product, as soon as he could! The fellows who delivered and moved my old washer and connected this new machine..were very well trained, and checked the program on this machine before they left. He was very quick and courteous. Again please accept my apology for making a mis=statement about my billing
Samantha of Oviedo, FL December 2, 2008
We bought a new front loader 2 years ago this month. My family always asks me why the clothes smell so bad. So one day shortly after purchasing the washer I took the drain out and for one it was still full and NOT draining. Second it was full of black looking mold. It was truly disgusting. I then took started to clean the trap and the rubber lip aroung the tub basin. It was slimmy, black, and green mold. I couldn't beleive it.
I used bleach to clean everything but a little while later the problem was still there. Now I had cleaned out the detergent tray. It TOO had mold in it! When you open the door it smells so bad that you don't even want to put your clothes in there. The mold and smell will NOT go away no matter how much I clean it. My clothes and my pocket are suffering.
We have stong allergies in my family. I am scared to see what this will do long term. The clothes smell so bad that we have to re-wash our clothes all the time. I have used more bleach with this machine that I have EVER used with all the machines I had put together. I have also bought the special deordorizers but nothing seems to help. While trying to cut money and better the environment, we are worse off then when we started. We are using more water, more harsh chemicals and spend MORE money. I hope this problem will be solved.
Araceli of San Antonio, TX November 23, 2008
In Sept. 2007 I purchased a side by side whirlpool fridge for 760.00 brand new from Best Buy. Just yesterday my freezer is not getting cold enough. As you have guessed, my fridge is only covered for 1 year you do the math. I will have to pay 100.00 for tech to come out and say hello to me then he will give me an estimate on how much it will cost me to fix it.
Dont even bother looking at this brand, go to something else. IF you do decide to buy this brand get the extended warranty cause it will go out after your original warrantly expires. frozen foods thrown out
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