Best Buy — Attraction in Beavercreek

TL;DR DON'T buy appliances from Best Buy if you need delivery/installation.

Jul 29: Ordered a reasonably priced dishwasher. Scheduled appt to haul away old (dead) dishwasher & deliver/install new.

Aug 2: Stayed home from work for delivery. Received phone call from Best Buy's international call center that dishwasher had been scratched before delivery so it was being rescheduled. I did not have the option to keep the delivery date.

Aug 3: Stayed home a second day. Contractors arrived, took out old dishwasher, installed new. However, despite buying installation kit, they did not have everything necessary to install it under our countertops. Left it loose. Dishwasher rolled out when we opened it. This is not Best Buy's fault but contributed to growing frustration.

Aug 3-Aug 9: Dishwasher did not, in fact, wash dishes.

Aug 9: Went into local Best Buy store to discuss exchanging bad dishwasher for pricier but more reliable dishwasher. Bought an open box model we saw in the store. Associate tried to schedule old haul-away and new install same day. System would not allow both appointments to fall on the same day, so we would have to be without a dishwasher for a day. Okay, fine.

Aug 15: Stayed home from work a third day, for the haul-away. Contractors did come as promised and took out the non-washing dishwasher. Received a call from Best Buy that the delivery of the new washer would not take place now until Aug 22. No reason. I tried to call the local store number and was routed to the same international call center. They explained that it is impossible to directly call any local stores. All phone numbers lead to the call center.

Aug 21: Confirmation text from Best Buy: 8/22 updated arrival window 1:00 p.m. - 4:00 p.m. Great. This is really happening.

Aug 22: Stayed home from work a FOURTH day to wait for the delivery.

Aug 22, 9:11 AM: Received a call that, due to a shipping issue, they would need to call me in 24-48 hours to reschedule. I said there should be no shipping issue because we PHYSICALLY SAW IT IN THE LOCAL STORE. They had no further information.

Aug 22, 9:26 AM: Called contractor. They remembered seeing us on their schedule the day before. No idea why it was no longer on their list.

Aug 22, 9:59 AM: Drove to the store. Explained to the assistant store manager our delivery issues. Asked if we could be refunded the delivery/install fee and just take it home ourselves. No, we could not, because it was NOT IN THE STORE. It had been taken to a "hub." From there, it should have been taken to another hub to be picked up by the contractor, but it did not arrive at the second hub. I asked if she could tell me where the hub was so we could drive there and pick it up. No, we could not, because the assistant manager herself is not allowed to go to the hub. I asked if she would please just cancel the whole thing and refund us the whole purchase. No, she could not, because the dishwasher was not physically in the store so her system would not allow her to process a refund. However, she had put in an ESCALATION TICKET so they could track down the location of this dishwasher, and I should hear something within 24-48 hours.

Aug 23: We don't have the money to buy another dishwasher while hundreds of dollars are tied up indefinitely in a dishwasher that has been lost. As customers, we cannot escalate this to anyone in actual power at Best Buy because they are purposely unreachable.

Does Best Buy have human executives at the top? Or is it run by a cash-guzzling AI? Not even the store managers can tell me. There are so many layers between them and decision-makers that, while they are friendly and sympathetic, they have no power to do anything.

EDIT - Aug 29: Was supposed to be, but was not, delivered. Chat agent said the delivery, install, and install kit had been scheduled on 3 different days (?). Agent suggested we cancel the order and start a new order. Fine. Agent transferred me to a Sales Expert agent. Then the Sales Expert agent said I couldn't buy that dishwasher because it wasn't available. They...

Years ago purchasing a laptop for my mother. Always over selling, usually without even skiing asking a purpose.

Update: 11/29/24 Paid for a laptop and peripherals at this location, found out the laptop had to be picked up at the Dayton Mall store. Made the trip, took over 4 hours for the laptop to be ready to pickup and took a manager to expedite to finally get it after another hour.

Evening: 11/29/2024 Partner purchased a $700.00 Shark Vacuum online for next day pickup saying that I should have asked how long it would take.

Evening: 11/30/2024 6:30 PM Partner keeps checking for an email to pick up her vacuum and decides we should go to the store and ask about it. Arrive at the store to have someone at the register tell us "You haven't gotten an email yet, so just go home and wait." Keep in mind, there are sales people standing all over the store doing nothing since it's the day after black Friday. I interject and point out that it's evening and coming up on store close to be told "We have 500-600 orders outstanding and we're not going to expedite hers." As we're standing there another gentleman asks about and order that he's been trying to pickup for two days that says it's ready but they can't find it. My partner who is standing next to a stack of the vacuums she purchased asks if they can just ring her out for one of those to be told that first she'd have to cancel her order, get confirmation of the cancellation, then purchase one the pile of them once you've done all of that...

It's a sad day when Best Buy descends to the level of selling inventory they can't deliver and refuses to try to. Pic's of the store employee that was rude enough to say "You don't have an email, why are you here? Go home and wait for an email." Then follow it up with "I'm trying to be nice but we can escalate this if you want to..." And the manager that slipped up and admitted they were already 500-600 orders behind for the store at 6:30 at night and were still taking online orders for pickup.

11/30/2024 7:10 PM On the phone with Best Buy customer service for the last 36 minutes and was just told "You're order is ready to pickup." But our order status still says "Preparing for pickup today" and no email saying it's ready to pickup. Who want's to bet it's another customer service rep lying to just get off the phone. 18 minutes since I was told to "hold on for just a moment while I get a supervisor" 12/1/24 2AM EST Update: After 48 minutes on hold, the call was disconnected with no return call and still no email with "Your order is ready" 12/1/2024 11:45AM EST Woke up to order status changing from "Will be ready to pick up today" to "We'll email you when it will be ready to pickup." Reached out directly via X to Best Buy Customer support as requested in the reply to this review with no response so far. 12/1/2024 2:17PM After reaching out here to request that I contact them directly, another few hours of my life trading messages, asking for an order number that I supplied them with. The response was I'm sorry, corporate privacy policy prevents us from helping you since you're not the listed purchaser of the item that is a problem. Nothing addressing their employees insinuation of physical violence to myself, nothing addressing their managers treatment of myself, nothing addressing the misleading sales for the laptop that I myself purchased the previous day and no contact from them to my partner about her expensive purchase even though they have the order number that was asked for and the contact that was asked for here in reply to my review. 12/1/2024 3:30 EST ^Bobby from BestBuy customer support escalated the issue with my partners purchase and we have received a Your order is ready notification and email. However nothing as addressed regarding their employees statement about trying to be nice to my partner but offering to "escalate" the situation with me, nor my own personal experience with buying in store and having to wait hours for my laptop.

Stay tuned the saga apparently still...

I ordered something to be picked up in store. I checked my email multiple times a week, and never received and email, text, or notification of any kind to say it was ready for pickup. I thought it seemed to be taking longer than it should so I went to the website to check on my order and it said it was cancelled. Again, ZERO notification that it was cancelled. I had also signed up for text notifications for the order. Yes, I even checked my spam. I spent a ridiculous amount of time on the phone with customer service (was impossible to speak to someone from the Beavercreek store). They said it was cancelled for delayed pickup, and they would no longer honor the price I previously ordered it for!!!! Why would I pick it up when I was not notified it was ready!?! I then tried to reorder the item. The only reason I still purchased it from here is because I had a gift card. The website said it was in stock at the Beavercreek store and would be ready within an hour. I assume because it was there from when I ordered it previously. I ordered it (for $20 more than I previously paid). Less than an hour later I got an email saying they do not have it in stock (proof I was receiving emails IF they were sent to me). I cancelled the order and tried to order again for store pickup, even though I would have to wait until Jan 3 to pick it up. However, my gift card balance has not yet been refunded, so again, I have to wait for that to be refunded and then place the order again!! So I had to cancel my order because they didn't have it, even though they said they did, and I have to wait who knows how long to be refunded?!? I originally ordered this on November 30. At best I won't get it until mid January. The fact that I cannot get a hold of a human at Beavercreek is frustrating. The fact that the "customer service" people I spoke with maintain that since the website says delayed pickup, they believe the website, regardless of the fact that I was NEVER notified it was ready for pickup is outrageous. I will take my money elsewhere for anything they carry. Worst customer service!! Also, there is no option to email them, so if it is after hours (when you have time to email about the situation), you have to wait until it is convenient for them, instead of being able to send an email at your convenience. Very poorly...