Best Buy — Local services in Waterloo

If you want your worst shopping experience where grifters try to offload damaged $1000+ appliances go to best buy. The experience in it's entirety was the worst I have had from any store.

I went into store on April 18th after calling ahead to confirm the dishwasher models I wanted to see were available. I prefer buying online but my folks wished to see their options in person to get a feel for features and quality.

We were met with Adil in the dishwasher section. Although trying he knew little about the appliances in his assigned section and took a long time to look up details and features I could have looked up much faster on my phone. I would expect the staff that are supposed to be on the floor helping customers to be a little more knowledgeable about in store offerings or be able to page someone who is better suited to help.

In store purchase was also completed by Adil and it took about a half hour. I don't exactly know why this took so long to check us out but it seemed the POS system is more complicated than need be or Adil hadn't been inputting the correct things. Adil finally called someone over for assistance. We paid for the best buy 4 year warranty to go and delivery and got haul away free with another $50 off the dishwasher itself.

On April 23rd, a two man third party delivery crew came inside hurriedly as I opened the door, one asked where I wanted the dishwasher to go while the other hauled it in through the doorway- at no point did I get a chance to ask them to remove their shoes so I didn't bring it up. I followed them to the kitchen where they offloaded the dishwasher. I instructed the delivery crew to leave the dishwasher in the middle of the kitchen as I had to make the utility connections before I push it back against the wall- one of the delivery crew acknowledged my request with a nod and the other cut open the box from the base. The box was lifted off the top of my dishwasher and the delivery crew stood around my unit taking pictures of it and then one of them that had removed the box attempted to slide the dishwasher to the wall. I instructed him not to do that twice and he stopped when the back of the dishwasher was half a foot from the wall. Not soon after they left I found a large 3 inch gash on the back of the washer and it had water inside it such that when it was tilted on its side water trickled out the inlet. This was supposed to be BRAND NEW. I got on the phone they asked me to send pictures after which I got a call back trying to gaslight me into thinking the water was leaking out of my utilities and that the unit is brand new and they can give me a discount for the damage. I requested a full refund right away and went back to store where I swiped my card for a portion of the refund. The remainder, I was told by the store clerk Deepak, will be automatically transferred back to me. I double checked with Deepak that I would not have to come back in store to swipe my card and he confirmed that the remainder would be sent over to my bank in 2-5 business days after the delivery team has picked up my unit. He also told me not to count the day of pick up as the system is only updated EOD.

The unit was picked up on April 25th. The same delivery team came to pick up the unit. This time as they had nothing in hand I requested they wear shoecovers. One of the two man team then walked across my foyer with his shoes on and came to the end within a foot of where I was standing (towering over me at 6'7") he then bellows about how I didn't require shoe covers last time and argued. His partner returned with shoecovers and passed him a pair while he continued to stare me down angrily. He then argued with me as to why I wanted to send back a perfectly good unit(same guy who pushed the unit into wall 2 days ago despite being instructed to stop). I had to call bestbuy 4 times (hopeless and clueless outsourced call center agents who provided conflicting information) eventually going back a 3rd time on May 2nd to get the remainder on my card, despite what Deepak said. Wasted a LOT...

Exceptional Service at Best Buy Waterloo

I recently had the pleasure of visiting the Best Buy Waterloo store for assistance with my laptop, and the experience I had there was truly exceptional. I want to take a moment to highlight the outstanding service provided by one employee in particular - Martha.

From the moment I walked into the store, Martha's warm and welcoming demeanor immediately put me at ease. She greeted me with a genuine smile and showed a keen interest in understanding the issue I was facing with my laptop. Her approach was professional yet friendly, making me feel like my concerns were in capable hands.

What truly stood out about Martha was her efficiency and expertise. She quickly diagnosed the problem with my laptop and took the time to explain the steps needed to resolve it. Her explanations were clear, concise, and jargon-free, making it easy for me to understand the technical aspects of the repair process.

What impressed me the most was Martha's willingness to go above and beyond to assist me. She not only fixed the issue promptly but also offered valuable tips to prevent similar problems in the future. Her attention to detail and commitment to ensuring customer satisfaction were truly commendable.

Unlike a previous disappointing experience at another Best Buy location, Martha's approach was refreshingly customer-centric. She understood that exceptional service goes beyond just technical expertise - it's about creating a positive and memorable interaction for the customer. Her professionalism and dedication to her role reflect greatly on the Best Buy Waterloo store as a whole.

In a world where good customer service can be hard to come by, Martha's exceptional service stands out as a shining example. Her genuine passion for helping customers, coupled with her technical prowess, makes her an invaluable asset to the store and a true customer advocate.

I wholeheartedly recommend the Best Buy Waterloo store to anyone seeking assistance with their electronics needs. And if you're lucky, you might have the privilege of being assisted by Martha, whose exceptional service turned a potentially stressful situation into a truly pleasant experience. Thank you, Martha, and thank you, Best Buy Waterloo, for setting the bar so high when it comes to...

My suggestion to you: Never ever come to this store! On June 30, 2021, I purchased a set of open box LG washer and dryer from Best Buy Waterloo store (#608). The scheduled delivery was July 14th and I was told by the store employee that if I bought the hoses from BestBuy, the delivery team will install the washer and dryer. Thus, on the same day in the same purchase, I bought the hoses set. However, I did not receive any phone call notifying the delivery on July 13th as they were supposed to do. On July 15th, I contacted Best Buy Waterloo store but their auto voice message directed my to customer service as no real person took up the call. When I was talking to customer service, they directed me to the Home Delivery service instead as they claimed they did not have sufficient information and cannot locate my order. When I called the Delivery Service, they told me there was no order any my name and I should contact the Waterloo store. This is a very frustrating experience which got me to nowhere. When I finally got hold to the waterloo store, they sales person, has informed me that they missed the delivery service and promised me that they would arrange separate delivery service to arrive at my place either on July 15th or 16th. After delayed five times as they promised, two delivery guys showed up with a small truck without any cover, and my washer and dryer were exposed to rain the whole time on their way to my place. Without any blanket, or protection, they entered my brand new house bare feet covered full of mud. After they delivered the set, my walls, doors, floors and carpets are all damaged with mud. As they were not professional, my laundry room door was damaged when they were moving the dryer to the right location. They also claimed that they were not responsible for installing the units as they were not told so. However, when I purchased the hoses from BestBuy, I was clearly promised with installation services. Now, my brand new house is damaged by the Best Buy delivery people due to their irresponsible and...