Best Buy — Local services in Austin

We bought a double stove that required installation. The process involved someone coming to measure the cabinet to make sure there were no problems, and then having the installers come when the stove was delivered. We were called and told there was a 1/4 inch problem and some cabinet work would be required. We said go ahead.

When the installers came they were not aware of, and therefore unprepared for, the additional work. Arrangements for the installers to do the work on the next Sunday fell through when the installer could not get a helper and could not do the work himself. We made arrangements for another installation date, and I called the Best Buy schedulers to make sure the new set of installers would be ready. They were not, and they also told us the stove was too short for the cabinet and we would need a base that would have to be painted to match the cabinet.

Rather than return the stove and go another month without a stove, we agreed. However, we made arrangements for our own installers, at our expense.

This was our second experience of poor delivery service from Best Buy. We will NEVER buy from Best Buy a product that requires delivery.

On the plus side, and the only reason this is not a one star review, Best Buy reimbursed us for the additional cost of the installation and sent us a gift card to be used to purchase an extended warranty (which we had suggested) as compensation for our inconvenience. This effort to "make things right" is appreciated, but not enough to purchase another item for delivery.

NOTE added after reply from Best Buy. I do not need to waste my time reviewing my concerns with you. There are multiple problems obvious from my post that I am sure you will not correct regardless of what I do. Let me point out the most obvious:

You take measurements and do not communicate the results to the installers. If you are providing the results but the installers are not looking at them you are selecting crappy, unprofessional installers.

Your communications, to be blunt, sucks. I cannot contact anyone in the store. I tried calling the store and getting connected to the salesman. Impossible. I tried calling and getting connected to a supervisor. Impossible. The only people I can connect with are the lowest level workers at your call center, WHO CANNOT HELP. You know this, in fact Best Buy deliberately set up the system to work this way.

Though not part of the original message, your system for compensating me for my inconvenience is also deficient. It was fine in the end, BUT... I wanted to know what Best Buy would do for me before I made my final arrangements, but that is not your policy. You insisted on having the stove installed before discussing what you would do for my inconvenience. I was fully prepared to cancel the sale, but decided the delay of finding another source was not worth it. Knowing in advance what Best Buy would do for me would have made my decision a lot easier. (PS: Shout out to Melissa, who processed my situation to my complete...

Don't go to Best Buy for a cell phone unless you have several hours to waste. We have been buying most of our electronics at Best Buy for years, such as TVs, Blue Ray Players, Refrigerator, Computers, speakers, a drone, etc. We have had good experiences buying most everything except cell phones. We have been getting our cell phones at Best Buy for several years and the last 3 or 4 times I have gone in for a new phone, or a repair of a broken phone, it has been a NIGHTMARE. Yesterday I went to get a new phone because the camera on my iPhone 8 quit working. I knew the phone I wanted and a guy at the phone center started helping. After over 3 hours, and multiple calls back and forth to Sprint, they could not figure out how to complete the sale of the new phone to me. It was one issue after another. Initially, they had an issue connecting to my account just to see if I had a protection plan to pay for repairs or if I was eligible for an upgrade. We have 5 phones on our family Sprint account and I already checked online before I went in and knew mine was not eligible for upgrade, but I also knew 2 other phones on our account were. Once they were finally able to log into my account, they could not figure out if I could use the upgrade from one of the other phones. When they finally got that figured out, I was ready to pay for the new phone and leave. An hour later I was still waiting. For some reason their computer would not accept payment from my credit card. At first, I thought it may be an issue with my card. I gave them a second card to try and same result, and then a 3rd card and same result. I called my bank to double check and they said there was no issues with my credit cards. Eventually they decided that the problem was with Sprint and that for some reason Sprint was not accepting the payment. So we then spent a long time on the phone trying to get Sprint to figure out the problem. After over 30 minutes on the phone with a Sprint rep, I was transferred to a new rep who knew nothing about why I was calling and wanted to start the entire process over. At that point, the Best Buy guy told me to just hang up and go to a Sprint store. I wasted nearly 4 hours trying to buy a new iPhone 11, which cost over $1,000, and they could not figure out how to sell it to me. I don't know for sure how much of the issue was the fault of Best Buy or Sprint, but if you have Sprint and need a new phone, don't go to Best Buy. Unfortunately, the last 2 or 3 times I had gone to get a new phone at Best Buy, I had very similar...

WORST EXPERIENCE EVER. Been shopping at Best Buy for over 20 years, and i have never had a bad experience..... UNTIL NOW!

Bought an Open Box item listed in Excellent condition as a gift. I gave the person the gift, but then they said the item wasn't charged and came with no charging cable, hence, no way to charger it, they are unable to use it!! I immediately took the item back, and said i would like a brand new item for the same price. Store clerk ' who was great ', got her manager. He didn't acknowledge me, ask me a word, or even look at me. He simply spoke under his breath with the clerk then told me there was nothing he could do. Blew me away that you can buy an item at Best Buy, although open box, in excellent condition, but not be able to use it. He said that is their policy. The manager did not offer me any solutions, nothing at all. Worst customer service ever. I can think of 20 things i could have done for a customer if i were the manager in this situation.

To sum it up. My gift couldn't be used, i was told too bad, given no solutions, and paid full price for the same item ' which is fine, i have issue doing, i just thought i would save my some $$$. You can purchase an item at Best Buy, take all the cords, then return it with no issues. Then Best Buy, will take off a few bucks, state it is in brand new condition, then re-sell it with missing parts and say, " it's our policy". Well Best Buy, i looked up your policy, and it states: EXCELLENT CONDITION Works and looks like new. Includes all original parts, packaging and accessories (or suitable replacement). SEE PHOTO FOR REFERENCE. So after 2 hours of my time, driving back and forth, a rude manager who should not be in customer service, being out some money, i got the gift i wanted with everything it should come with. 20 years of shopping here and i WILL NEVER BE BACK!

And i'm not even sure it matters at this point. But i am building a new house and have to buy all new appliances. I was literally looking at their appliances before i made this purchase. Now its not even a consideration of mine, i will purchase them all elsewhere!

UPDATE 6/19 Corporate filed a complaint and said the store would call me and i would get an email with an update 2 days later. NONE of this happened, and they offered me a $30 gift card HAHAHA Best Buy CLEARLY doesn't care about...