Best Buy — Attraction in San Carlos

We went in person to Best Buy on Saturday April 30 and purchased a new big screen TV. We were offered a choice of drop off, Magnolia Geek Squad or 3rd party partner delivery and install. We didn’t want to install the TV ourselves because it is heavy, huge, and awkward to lift. My spouse chose the 3rd party option because it was available for delivery and install on the following Friday, May 6th. We paid $200 in advance for white glove service including delivery and installation. On Thursday, May 5, we received an email and automated call confirming our appointment for the 10a-1p delivery window. Great! Can’t wait.

We waited until 1p on Friday and started calling customer service. The customer service agent was not able to connect us with the delivery service. They were very difficult to understand and were not local to the area. We were told that the driver was still out for delivery and to be patient. That was not true. It was not even close to true as we learned later. They could not give us a new estimated time.

We called again about 2 hours later. Still no info and when asked for the number to the delivery service, was given some ATT Verizon number that had nothing to do with Best Buy or product delivery. We waited until 6p on Friday and then left for dinner.

We never were contacted by Best Buy about the lack of delivery. We were not contacted about scheduling a new delivery time/day. However, late on Friday May 6, at 10p we got another email telling us to get ready for our TV delivery earlier that day at 1a-1p. So even 9 hours after the delivery window, the automated system was still sending get ready for “today’s delivery” emails. Face palm!

On Saturday May 7, we went back in person to Best Buy at 10a. We spoke with the manager on duty and the original sales person. It took over 2 hours of phone calls to establish where the TV was and trying to figure out what happened. (It was still in the store behind the manager desk in a pre-loading area.) It was never picked up by the delivery service. So the first customer service person was absolutely wrong when insisting the TV was out for delivery. It was never picked up and Best Buy’s inventory management system apparently didn’t have any indication of that available to customer service reps.

We asked for delivery and installation from Geek Squad on Saturday afternoon, but no one was available for at least 5 days. We could not be bumped up to the top of the tomorrow list. We had to go to the back of the line as if we were just freshly making a purchase on this current day rather than one week prior. So there is no established solution to fix errors with a reserve time slot or extra delivery service slot.

The manager and sales person said they always tried to advise people to not use the Best Buy 3rd party service. But we weren’t warned of this when we paid $200 up front. And this shows that Best Buy knows it has a problem with its partner delivery service.

After more discussion, the manager and the salesperson found a van and delivered the TV in person on Saturday afternoon. But no installation was available. We had to install it ourselves. It was huge and heavy. We are grateful to have the TV, but we are upset at Best Buy. This isn’t the service they promised and charged us for.

We didn’t get any compensation from Best Buy or the 3rd party Delivery Service and we had to verify we get our $200 white glove delivery and installation fee returned. However, as of June 11, over a month later, we still didn’t receive a refund. We had to go back to Best Buy and insist on a refund. Somehow, although the store manager had promised a refund it never happened… We never want to buy anything from...

I called this location yesterday (6/10/2025) to inquire about the availability of a Nintendo Switch 2 console.

Now I FULLY understand that the Switch 2 is a HIGHLY sought-after product currently, so the availability of said product once I actually get to the store is not guaranteed. I also understand that the likelihood pf finding a store carrying a Switch2 right now is basically 0 - but I am still trying, because it's a gift for my wife's birthday.

But the associate I spoke with over the phone specifically told me that "They were not able to tell me whether or not they had stock until I PHYSICALLY entered the store".

This is unacceptable - and a complete waste of customer's time. If you don't have it in stock, just tell me you don't! I took time out of my day to drive to the store and the moment I walked in I saw a sign at the front that said "SWITCH 2 - OUT OF STOCK". I didn't even need to ask another associate.

So what happened? Well, I turned around and left - and Best Buy got 0 business from me.

Now if that Associate had told me that they had no consoles in stock, I'd have bene happy with that. If the associate had told me that they are currently in the process of acquiring more stock but cannot guarantee that any consoles would be available by the time I physically visit the store - that also makes sense.

But to tell me to gamble my time because "they cannot tell customers whether or not a certain item is in stock until physically present"?

No. That...

Wanted to buy a car stereo- The salesman was very pushy, didn't list the free install on the receipt, called to schedule the install when I was told I needed 3 additional items, bought the items and scheduled to deliver on Wednesday 8th (install on Thursday 9th). There was an attempt to deliver the items on Sunday the 5th. The items were sent back and refunded. I called customer service 3 times to find out about getting the items delivered before the install. After talking to what was likely 8 people in 6 different countries.... I finally called the stereo install location. Chris, the install lead did 5min of research and told me a Best Buy on the way to the install, had everything I needed... so I bought all 3 items and picked them up on the way to the install, and the installation was smooth and fast. It might sound like I finally got everything straight, but no, the absolute incompetent people of Best Buy Customer Service didn't cancel the order as I requested. Nope, they ordered 3 of the same part to be delivered on 3 different days, and 2 each of the other parts... to be delivered on verious days after the install!!!! The Best Buy Customer Service incompetence is absolutely amazing! The store that I picked the items up at, and the Best Buy install store...fantastic!!!

The Best Buy Customer Service in various foreign countries will bankrupt Best Buy. So Best Buy should ask, is the foreign Customer Service personal, worth the actual cost of...