Best Buy — Attraction in Paramus

My family is having a terrible experience from Best Buy. We were moving into a new house, so we went to the Paramus branch on July 4th to purchase a new refrigerator, washer, and dryer. We chose the model and they said they were in stock, so we purchased and asked for delivery on the 16th, a few days before moving. They delivered on the 16th as scheduled. But they didn't bring a washer. They couldn't install the dryer they brought , because it had to be installed on top of the washer. After they left, my husband realized that the refrigerator was not the model we had chosen, so he contacted Paramus Best Buy and went to the branch. The refrigerator was a different model due to the seller's mistake, and that the washer and dryer were not available because they were discontinued products. We were angry, but we chose a different model for the washer and dryer, and demanded that the refrigerator be replaced with the model we chose. The new delivery date was 7/22 and they came on schedule. However, although we purchased all the parts needed for installation, they said they did not have the parts and left without even replacing the refrigerator. We went back to the Paramus branch, consulted with the manager, and planned the delivery schedule again. Since we had already moved and were storing the refrigerator we didn't want, we decided to give it another try. We persuaded them several times and they decided to come today, 7/26, it was 3 days ahead of their third delivery date of 7/29. Today 7/26, they brought all the appliances. However, they refused to install the washer and dryer because the location was on the third floor. When purchasing the product, we were informed that the installation location was on the 2nd and 3rd floor. And he wondered about replacing the refrigerator. All of my new neighbors in my newly built townhouse of over 90 units have refrigerators, washers and dryers. Today, delivery man were very rude and nasty. First reason that they can’t install was he needed more people because it was on the 3rd floor, And second reason that they could not be responsible for any damage to the walls and stairs. My stairs size are 4ft width. My husband agreed to the damage and requested that it be installed. But they refused again . The third reason was that the belt needed to transport the refrigerator broke.

I can't believe it. It's not a best buy, it's a worst buy. We no longer want to do anything...

I respectfully disagree with both parts of this retailer’s name: by any measure they are far from "best” and I have rarely ever decided to “buy” from them. Each time I have visited one of their stores, I am reminded why I always leave disappointed and empty handed. First, although the numerous categories of electronics and entertainment that they hawk might be dazzling, the actual merchandise for sale in each category is typically lame. After locating their selection of what I’m looking for, I have a consistent reaction that I call the Best Buy Burn: “Seriously, that’s IT?” Second, every time I have asked a Best Buy employee a question, the answer has been wrong. This includes information ranging from the location of specific items in their store to specifications of electronics. I’d be fine if they admitted they don’t know and helped me to find out the correct answer. But my impression is that Best Buy employees could care less what the customer experience is and therefore commonly issue any easy response just to be done with it. Small details that I’ve observed in their behaviors help lead me to this conclusion. Example: A Best Buy employee swaggers up and down the aisles of one of their departments, swinging his keys on a long lanyard, almost hitting me with them a few times in passing without any acknowledgement of my existence, much less an inclination to say “excuse me.” Example: Other Best Buy employees seem to walk faster as they approach me with little-to-no eye contact apparently as an avoidance tactic, and when I ask them where I can find a particular item they barely slow down AND their directions are wrong. Example: The times I have managed to pin down a Best Buy employee for a discussion about a product (and observed other customers who have done so) I have an overwhelming sense that it’s a waste of THEIR time and they’d prefer to be doing something—anything—else (like swinging their keys or walking rapidly in avoidance of just this sort of customer created annoyance). Few things in life are all bad, so in this spirit I can mention a positive: visiting the stores over the years to see how televisions have improved...

Nobody knows why but we decided that it is time to buy new TV. Finally this idea obsessed us, I did "very smart " research, did my choice, and found that we can buy best TV in Best Buy on Garden State Plaza, very close to our house. I ordered TV on the Web with Pick up in store ("18 minutes pick up").After one hour I received email, that TV is ready. Fine. Around 6 pm I and my wife entered the store. Very easy we found our TV in store on the right side from entrance. There were one TV on the wall and 3 TVs on the floor. Good. After short consideration with my wife I went to "customer Pick Up" counter to the left side from the entrance and she went to take a look on refrigerators. She found me in 25 minutes in the same place, the sales person did mysterious passes under computer, but could not extract any result. I went to TV section and asked the salesmen" How I can help to this complicated work." One of them told me that I have to go to the entrance and tell about this problem to the person in yellow uniform. He will help. I did. The person in yellow uniform mentioned something in radio, but TV did not appear. After 50 minutes I was hot enough to talk to manager. I stopped by " Pick up counter" and told, that I am ready to talk to manager, that I have a lot of information to share with him. The manager was busy with other customer-only one more person worked with him at this busy time. Finally he came to us. My first question was" How long does it take to move TV from one side of the store to other." 300'. I can do it for 2 minutes, but if my wife will help me we will do it much faster. The manager , his name was Josh, closed this issue faster than in 18 minutes. He printed all necessary documents and personally put TV in my car, shake my hand and wished us good experience with this best in the world TV. We drove home and thought, why so many useless and harmful workers, probably not trained enough, roam through the store. It will be enough to have 3-4 good specialists like Josh, give them money, which were paid to the team of useless 'workers". Good store and good products deserve to have...