Best Buy — Attraction in Rockaway Township

If I could give zero stars, I would. My husband and I purchased a Samsung Bespoke white refrigerator (open box) at the Rockaway Best Buy in mid-July. The only positive part of this entire nightmare was our salesperson, Eric, who was patient, knowledgeable, and made sure we understood all the specs before buying. We left the store feeling good about our purchase, scheduled for delivery a week later.

That’s where the nightmare began.

We received multiple texts and calls confirming our delivery for the following week between 9 AM – 1 PM. Perfect. The day of delivery, we even got another text saying the fridge would arrive at 2:20 PM. Twenty minutes later, we got a completely different text—delivery canceled, please reschedule. No explanation. We spent the entire weekend calling Best Buy corporate customer service, only to get the runaround. No one could explain why we went from “your fridge is almost there” to “wait another week.”

At this point, we’d already been two weeks without a refrigerator and were desperate to get the one we paid for. Another week passes, and we’re once again excited to finally receive it—only to get ANOTHER cancellation text. This time, we also got a call from a customer service rep whose accent was so heavy we could barely understand him. The only thing we could make out: “No fridge, you must buy a new one.”

My husband finally got through to someone in corporate sales, and that’s when the truth came out: The delivery company had damaged our fridge. Best Buy was stalling, trying to repair it, instead of being honest with us. They waited TWO WEEKS to tell us this!

We went back to the store and spoke to Eric again. He involved Sean, the store manager, who was professional, patient, and clearly as frustrated with corporate as we were. He called corporate on our behalf, laid out the entire situation, and their “solution” was to throw $150 at us for our troubles. We spent over $1,000 on a refrigerator that was broken before it ever got on the truck, waited weeks without one, and got nothing but lies and wasted time from corporate.

Let’s be clear—all I wanted was the fridge I purchased. Instead, Best Buy’s corporate team left us without a fridge for weeks, never communicated honestly, and tried to make this our problem when THEY broke it. Their delivery company damaged the fridge, and instead of making it right, they stalled, lied, and offered us an insulting $150 as if that fixes weeks of inconvenience and having to buy another fridge ourselves.

The only reason I’m not giving zero stars to the Rockaway location is because Eric and Sean went above and beyond to help fix what corporate completely destroyed. Unfortunately, Best Buy corporate and their delivery partner have lost my trust forever. I will never purchase a major appliance...

I ordered my appliances in July of 2023 when I purchased my home and knew appliances were on back order. I was promised that my order would be held until I was ready to deliver. In July of 2025, I went to Best Buy in person and swapped out my gas stove for induction and scheduled delivery for 9/10/2025. Eric told me not to wait around for him to finalize the delivery date, even though their software was giving him a hard time. He said he would fix it and call me if he needed to. 12 days before my delivery date, Best Buy called to say that all of my appliances couldn't be delivered in one appointment, but 2 appointments on the same day. Fine. The next day, they called back to say a portion would be delivered on 9/10, and the other portion on 10/10. When i said this was unaccecptable, I was told someone else would have to help me. No one did. I went to Best Buy in person again. George told me that my dishwasher handles were on back order and that was holding up my order. He assured me he would seperate my handles from the appliances so I could complete my kitchen, gave me his card, the store manager's card and said he would be in touch. After 3 emails to him and the store manager, he told me that he separated the handles from the dishwasher and I should schedule delivery. Any attempt I made was met with the message "action can not be completed". After 3 more emails, he said he had to hand it off to someone in appliances. I asked for them to contact me. He said he "already asked them to". No one ever did. Notifications came in via text and email with later delivery dates - even into November. No one ever contacted me. Only my refrigerator was confirmed to be delivered on 9/10. I called geek squad on 9/9 and asked if my appliances that were ordered and PAID FOR TWO YEARS AGO could be delivered within a week or cancelled, and they were very quick to cancel my remainding order. Today, my refrigerator was scheduled to come between 2pm-6pm. Received confirmation via text. Confirmed online. IT DID NOT COME. I called geek squard at 7:30pm. After a brief hold they confirmed my Fridge was coming between 2-6pm AT 7:30PM. FOUND A MOM AND POP APPLIANCE SELLER THAT IS DELIVERING TO ME ON 9/18 AND SAVING ME $1800. I WILL NEVER EVEN BUY BATTERIES FROM...

Brought my pc in to get looked at, was talked into a membership as diagnostics would have been $100 on its own, which I was charged for first in error, which they couldn’t cancel right away, paid $180 for a membership, left my pc there for backup and diagnostics on a Friday night. (12/13) Got a call on Sunday morning (12/15) 9am saying they were backing up my data and were going to try a factory reset and should be a few hours.

Called later that evening to check on status at 6 as I was local, not done yet. Called again on Monday (12/16)at 5, not done. Called Wednesday (12/17) was told pc was done and ready to be picked up, but to test when I got there to make sure there were no other problems. Made an appt to pick up thinking I’d be leaving with a working pc, I get there and the guy tells me there was nothing they could do, and to get a new pc and was refunding the diagnostics cost because they couldn’t run anything. (Which was really just the double charge they couldn't refund up front)

Called customer support when I got home and was routed and deferred to about 10 diff people back and forth between the same departments for an hour and a half, saying there was a delivery/installation fee so they could only refund $26 of the $190 where I was finally told they would send my case to the review team, and I would hear back in 24-48 hours. It’s now Saturday morning. (12/21) and I get a text saying my computer is ready to be picked up. Called the main line, # option does not work, reroutes to the main menu 3 times then hangs up. Pressing any other option sends you to another company as per every person I talked to, the stores are too busy and aren’t taking calls, asked for a higher up number, which they said was corporate, and it gives the exact same options.

The people in the store were fine, I get that things happen and pcs can’t always be fixed but the phone service is absolutely garbage, and that I can’t just talk to someone in the store is insane and honestly unacceptable. All I want is a refund at this point, and I feel like I’m just being gives the run around, and now I’m concerned that additional charges are going to get posted to the account, as they think they...