Best Buy — Attraction in Columbus

I'm not even sure where to start on this review. End of May we visited the Dublin, Ohio store to start our search for a home theater system for our new home. When we built, we had it pre-wired for surround sound thinking that would be the hardest part. Little did we know.

During our visit, we talked to a very knowledgeable person who showed us various speakers and components but suggested the we work with one of Best Buy's consultants to make sure we got what we needed. He put our request into the system and said we'd be contacted within 3 days. That never happened.

We visited again a week or so later to once again talk to someone about a system. By then we were just a few weeks away from closing on our home and wanted the system set up before moving in as we knew the holes in the ceiling would need to be enlarged and wanted that to happen before furniture was brought in.

Once again, the sales person was very nice and put us into the system...again for a call from an in-house consultant. We were assured that we would be contacted within 3 days. Again, that never happened. We should have known then that we were not important enough for anyone to contact us but we tried again.

This time, we went ahead and bought our new 75" TV and asked to have someone reach out about the surround sound. We did finally get contacted by Nathan. He was nice and through pictures of what had been installed when the house was built, he was able to order a system and get our install set.

When the third party contractor came out the week before we moved in, they were missing a speaker and after we talked, we learned that MasTec does not have insurance to enlarge holes in the ceiling nor did they have any experience with installing the system that was sold to us. They left and the install was cancelled. So much for having this done before we moved in.

We contacted Best Buy and finally had a quality control associated who called back. We explained the situation. She apologized. Reordered the speaker that was missing and rescheduled the install. We were told it would be the Geek Squad that came out.

Two weeks ago, MasTec (and even better the same person who told us that they couldn't do the install) showed up with the missing speaker and then left. We didn't know they were there to do the install but after dropping off the speaker, the install was cancelled without us knowing.

My husband called...again. The install was rescheduled for this past Monday, September 9. Guess who showed up...again? Yes MasTec and the same technician. This time he made sure that his manager put in notes that MasTec could not do the install.

I contacted the Geek Squad at the 1-800 number. I was told they would do an escalation and someone would reach out within 24 hours. I gave them 48. No response whatsoever. Yesterday, I called again. I was then told escalations could take up to 72 hours and that the notes say they can't do the install. I tried to explain that a 3rd party contractor indicated they could not do the install but that we need the actual Geek Squad to do the install. The CSR was just not getting it. I asked for a supervisor. I was put on hold but was then told the supervisor was on with another customer and that I would get a call back in an hour. I'm still waiting on that call and it's been nearly 24 hours.

So we sit with thousands of dollars of equipment in our living room that has yet to be installed with Best Buy not caring about this since they've already made the sale. I will be calling the Dublin, Ohio store this morning and seeing if they care to help. If this gets us nowhere, I'm really not sure what to do. Return thousands of dollars of equipment and go someplace else? That may be our only option because I don't know enough about the system that was sold to us to see if we can find a contractor that can actually install the equipment that was sold to us.

I am beyond frustrated...

The employees at this location are helpful, but Best Buy as a whole has been a consumer hellscape that I have been lucky to avoid until now. I ordered three appliances during the July 4th special and as I said, the store employees here were helpful. However, once I received these new appliances, two of them were broken the moment I received them. I'm going to skip over the washing machine fiasco and focus on the refrigerator because nearly six months later, I am still dealing with this. I called the best buy line to report the damaged appliance. It made a repetitive knocking noise so loud that you could hear it in the home's second story. I called early within the two weeks of Best Buy's warranty and requested to have a repair person sent out. The rep scheduled the repair near the tail-end of my warranty's two weeks. On the day of the repair, I cancelled everything I'd had that day to stay home and the same guys who delivered my fridge showed up, just as confused as I was, saying they were there to take a damaged fridge, but didn't even have a replacement. I called back Best Buy asking where the repair people were and the rep said, oh sorry, but you're outside your two weeks. Even though they made the mistake, they wouldn't budge and just reschedule the repair. They said my only option was to accept a new fridge. Fine, but they were out of stock and I'd have to wait until Nov. 1. I waited with this stupid fridge, that had also started making sudden, loud screeching sounds in addition to the knocking. I finally get the text that my fridge is going to be delivered and again clear my schedule because they don't narrow down their 10 hour delivery window until the night before. This time, the fridge isn't delivered because their system randomly changed my address to some random place I don't even know. It took me four phone calls and two escalation requests over nearly a week to get the warehouse my fridge was dropped at to release for re-delivery because the delivery guys hadn't done their paperwork or something? I got a different excuse every time for why my fridge was being held. Finally, the fridge was delivered, but my husband was home to receive. Fridge works but now there is a huge 23"scrape across our brand new floors that is right next to another scrape making for a grand total of 27". Immediately called Best Buy and they assured me I'd be hearing from their insurance company within 72 hours to request pics and assess damage. I called their insurance company twice with a phone number that goes to a VM weirdly enough, left two messages - still no contact from them. Called back Best Buy and they said I could email their insurance directly, BUT I'd need to wait for their information email with the aforementioned email address. And here's the kicker - I was informed to expect this email in two hours and that was a day or two before Thanksgiving. I just spent an hour pouring over two email accounts trying to find anything and no email. Worst customer and product experience I have ever had outside of food poisoning. The Best Buy company experience has been exhausting and demoralizing. Reps have reassured me over numerous calls I'd get an email or phone call regarding whatever fire we're putting out with the fridge explaining next steps forward and I never get these things. Best Buy is absurdly sloppy. I should've just coughed up the extra $200 and gone with the same...

On 08/24 5pm, I made a purchase of the Washer/Dryer at this store in Tuttle Crossing.

I was informed by their staff that I will receive a 10% first day purchase discount or a $200 gift card when I applied for a Best Buy Visa card. I thought it was a good idea and agreed to apply.

When the staff finalized the sales, he asked me for the credit card instead of making a PO of the Best Buy credit card. I was under an impression that my personal credit card would be given 10% credit. Also I thought they would mail me the gift card.

I had no idea until a month later when I called Customer Service to ask for the missing discount/gift card, it was then they told me that the discount only applies when I made the purchase using the Best Buy card, and the gift card was supposed to be given to me on the day of purchase.

I visited Tuttle Crossing store Friday 10/4 and tried to resolve the issue and see if they can make a refund of the purchase through my personal credit card (Chase Visa) then charge on Best Buy visa or to receive the $200 gift card. I was told that I need to contact the Experience Manager Zach Scott to get resolve because somehow he is the only person can do it. And told me he is PTO until Tuesday 10/8.

I went back to store on Tuesday 10/8 and guess what, he is still on PTO until Wednesday 10/9. I told them I will file a complaint on BBB and corporate so they had someone to help me. But he said he can only give me 5% discount, not 10% discount because the sales were already final and he does not have the power to give me 10%. I took the loss and will never spend a dime at this place again and will cancel the credit card from Best Buy.

This is basically some staff at this store being incompetent and dishonest promising me 10% discount and not honoring it.

Updated 11/08/2024: After I contacted corporate, they sent me a $100 gift card for the hassles. Also Scott the Experience Manager finally communicated thru email and offered me 5% for my next big appliance purchase whatever to make up the difference. So they did attempt to compensate my loss. It should probably have never happened but they can't always train the staff properly when it comes to promotion details. So I changed...