Best Buy — Local services in Burlington

I am extremely disappointed and unsatisfied with the customer service provided by Best Buy at their branch located at 1200 Brant St., Unit 1, Burlington, ON L7P5C6. My recent experience on Saturday, 6/17/23, has left me feeling frustrated and let down. As someone previously working for Staples, I understand the importance of excellent customer service, but Best Buy has failed to meet even the most basic expectations.

During my purchase, which included a 75-inch TV and a dishwasher, I also subscribed for their membership, expecting a smooth and hassle-free process. I specifically requested the installation and mounting of the TV on the wall, and the sales representative assured me that it could be arranged. They booked an appointment for Thursday, 06/22/23, from 9:00 am to 7:00 p.m. This timing was crucial as I had a housewarming party scheduled for Saturday, 06/24/23, and wanted everything set up before the event.

To my dismay, on the scheduled day, the installer team failed to show up without any prior notice. They didn't even have the courtesy to call or text me about the delay or cancellation. I was perplexed and immediately contacted Best Buy customer service to inquire about the situation. To my shock, I discovered that my appointment had been automatically cancelled at 3 am on 6/18/23, and I had not received any notification via call, text, or email.

Expressing my frustration, I emphasized the importance of fulfilling the appointment before my scheduled event to the customer service agent. However, instead of providing a satisfactory resolution, the agent informed me that the next available appointment would be on Sunday, 06/25/23, which was well after my party had taken place. This blatant disregard for my time and the inconvenience caused is entirely unacceptable.

When I requested to speak with a manager to address this issue, the agent informed me that it would take 24 hours for the manager to respond. Furthermore, when I asked for the store's contact number, I was astonished to hear that there was no direct line available and that I would have to personally visit the store for further assistance. This lack of accessibility and accountability is incredibly frustrating and further highlights Best Buy's poor customer service practices.

UPDATE 1: after so many calls and getting stressed, they just told us they will get the TV mounted by tomorrow morning before noon. Hopefully, they show up this time!

UPDATE 2: After posting my initial review, I learned that one of the managers from Geek Squad contacted us. However, instead of apologizing, the manager made an insensitive remark, stating that we were lucky to have received an appointment for tomorrow. They even went as far as to imply that we might not receive such service in the future. This response was highly unprofessional and further added to our frustration.

In response to the manager's comment, we expressed our disbelief, stating, "Oh, so you mean every time we want to buy something from Best Buy and have it installed, we should expect this kind of headache?" It is disheartening to think that this level of inconvenience and disappointment could become a recurring pattern if we choose to engage with Best Buy's services in the future.

UPDATE 3: The Geek Squad team came on Saturday around 10:30 am. They asked us for the height of the TV and we clearly said that the bottom of the TV should align with the art on the wall. The team installed the panel too low. This careless mistake resulted in two substantial holes in the wall beneath the TV. To make matters worse, their response was a mere apology without any tangible effort to rectify the damage caused.

Based on these experiences, I cannot recommend Best Buy's Geek Squad or their appointment system. The lack of professionalism, dismissive attitude, and careless mistakes have left me with a deep sense of dissatisfaction. Best Buy should take these issues seriously and improve their customer service practices...

WHAT A HORROR SHOW THIS PLACE IS. (Progressive Diary) All I'm trying to do is buy something. Unfortunately you cannot give negative stars. FEB20 in store and ordered a Broan range hood for pick up at store. To be at store Mar12. MAR12 not at store. Feed usual line, blame supplier. New date Mar23. MAR23 not at store. Feed usual line, blame supplier BLAH BLAH BLAH. To appease me, upgrade no charge to "slightly" better model with new date of Apr9. APR9 not at store. Feed same usual line, blame supplier, not in stock BLAH BLAH BLAH. I'm pissed. Was on sale at time, also at another store at time, but better price here. So to save 50 bucks I went here. No longer on sale anywhere. I've gone thru countless sales people, 3 store managers, customer service supervisor and EACH AND EVERY ONE OF THEM, says "I understand your frustration". REALLY!!!!!!!!!. APR11 I call BROAN directly to see what the issue is. NO ISSUE. They have my item in stock ready to go!!!!!!!!! REALLY!!!!!!!!!! AND they have NO SHIPMENTS OR ORDERS SCHEDULED FOR BEST BUY!!!!!!! REALLY!!!!! Apparently store manager is going to call tomorrow to probably blow some more smoke up my ass. I'll keep you updated at it goes. APR12. I call manager BECAUSE he did not call. He did not know he was supposed to call. Unable to give me any sort of answer, ie: expected date?, what's been done to get order delivered?, who can I speak to to give me these answers? I might as well have been talking to a wall because it sure felt like I was. He did not even try to blow smoke up my ass. I call Customer Service AGAIN and we do a conference call with the store manager. I am advised that new update is it will be in their “DC” ie:warehouse within 7 days. Store manager to call me and follow up on Apr20. I will keep you updated on Apr20, let's keep our fingers crossed. APR14. I just got a call from the store manager. "Apparently" my product has arrived at their warehouse from Broan and just waiting to have it brought to their store. Still keeping my fingers crossed, haven't got it yet. I hope that wasn't a wisp of smoke that got blown up my you know what. APR16. Must be still sitting in their warehouse because I haven't gotten any calls for pick up. Getting a strong smoke sensation. APR18. So get this. I got that last call on Apr14 telling me its in their warehouse. I get a call today from the store. They say they can't make any promises, but they expect it at their store Apr23. REALLY???? WHERE THE "H" IS YOUR WAREHOUSE? IN CHINA??? It takes 9 DAYS to go from your warehouse to your store????? Our post office delivers quicker than you guys. This is really...

July 7th Update

Attempted to call Best Buy to see if an item was in stock. Phones would not connect.

I decided to drive down to the store and ask an associate (computers) if any stock was available and Adam informed me that unfortunately there has been high demand and they don’t have an ETA.

On the way out I stopped and talked to your front door greeter(no name tag on) to ask if there was an ETA for the phones to be turned back on since it is much easier to call and more environmentally friendly to not drive.

This front door employee called a manager on the radio and then told my I should be able to connect on the phone, I tried with her and it failed.

At this point “Store Manager” Brian came over(no name tag had to ask for his name) and began to defend the policy of not having phone lines and condescendingly explained that they have been off for over a year and that I “should know by now.”

Disgusted with the lack of transparency and that Brian specifically said “don’t tell him your name” when I asked the front door employee for hers(I have worked CS positions and feel like it is more polite to refer to someone by their first name).

Will do everything possible to avoid this store in the future.

Thank you for the horrible experience Brian.

Came in store to purchase a simple PC Monitor but was unsure what Brand/Model to go for.

Store layout was somewhat confusing but I was able to get some help from Ayden in the Computer Dept.

He was able to quickly show me the advantage of a particular LG monitor vs the competing Asus.

As someone who did not have a particular brand in mind. It was very tedious having to run back and forth between the "Brand Pods" format that Best by seems to have migrated to.

It would be much more simple/fast for the consumer if the monitors/particular items were placed in one location so I could easily compare features between.

Visually it looks somewhat cool with the "mini trade show" look.

Practically I found myself running around the department trying to compare features/prices/figure out what brands actually offer a Monitor with what I am looking for(some brands are much more elaborate then others).

Please change back/look at how many bottlenecks you have now created.

Was very inefficient until Ayden was...