Best Buy — Local services in Bel Air

This review is for the Geek Squad that serviced our electric range bought from Best Buy. I wish I could give a zero star rating. Our range was still covered with a protection plan and the element arced. The representative that scheduled our Geek Squad appointment ordered a replacement baking element. The technician determined at the first visit on 3/8/22 that a new board needed to be ordered and took the element with him. The board was replaced on the second visit on 3/16/22 and after he turned the oven on he didn't even wait for it to finish preheating. We went to use the oven the next day and it took more than twice as long to preheat. We put a frozen pizza in and after the required time to bake, the pizza was still frozen. Had to call for service again and the same Geek Squad technician came on 3/24/22 and I told him that it takes approximately 10 minutes to preheat the oven to 350. After 10 minutes the oven temperature was still at 100 degrees. The technician discovered that the baking element was not heating up but said that the broiling element was working. The technician then said that on his previous visit that it only took 10 minutes for the oven temperature to reach 400 degrees. I told him that even when the oven worked properly it took more than 10 minutes to reach that temperature. He then admitted that he lied and said that he should have waited for the oven to correctly preheat after installing the new board. He then removed the bottom part of the oven and said, "Hmm, so that's where the baking element is." His statement made me wonder how qualified he was. He then just touched the baking element and it broke off in his hand. The technician had to order another baking element but he didn't tell us that he also ordered a broiling element. Wasn't the element ordered with our first phone call to request service? We scheduled another appointment with the tech for the following Tuesday (3/29/22). The technician did offer to come that Saturday (3/26/22) to replace the element if it arrived early but it didn't. On 3/29/22 I received an email informing us that our appointment was rescheduled for 3/30/22. I called Customer Service on 3/29/22 to request a different technician. I then received a phone call from the technician that had already been to our house 3 times and he told me that he is the only technician for our area and he rescheduled the appointment since all of the parts had not arrived. He did apologize since he had told us that he had to order the baking element and didn't tell us that he also ordered the broiling element. We rescheduled that appointment for 3/31/22 and I was told that we would be his first appointment with arrival between 9:00-9:30 am. The technician did not arrive until 11:00 am so I questioned him as to why he was late since we were supposed to be his first appointment and he didn't even respond. I asked again and he then said that he is not good at communicating. Once the baking element was replaced the oven has been working. But I question the technician's knowledge of appliances since he didn't even check the baking element on the first visit, which led to 3 more visits and us not being able to use our oven basically the whole month of March. This was our first time using the Geek Squad for a protection plan bought from Best Buy and I can definitely say that we will never buy another appliance...

A real clown show. I went online and purchased an open box Samsung 55 inch smart TV. The online add stated that it was an Open Box Excellent item. “Looks brand new, Includes all original parts/accessories and contains packaging”. Since I payed online and I had to pick it up at the store, I wanted to check it out before loading it into my truck. I went to the pickup area and gave the guy my order number and he retrieved the TV. I said I wanted to check it out before loading and he said “okay, but there is really no need since our Geek Squad checks them out ahead of time”. Since it was all packaged and taped I just said okay and had it loaded into my truck (big, big, mistake). When I got home and opened the box it looked like it was repackaged by a third grader, and that’s being kind. That should have warned me right away, the only thing inside was the TV. No power cord, no TV remote, no TV stand and no instructions. I was furious but it only gets worse. I called Best Buy Bel Air, MD and explained what had happened. The person I talked to said sorry I cannot help you I’ll have to transfer you to another department. I later found out that none of the calls actually goes to your store, your calls go to a call center. I was put on hold for 15 minutes. This person said I could either return the TV for a refund or just go back to the store without the TV and they will replace the parts at the store. That just didn’t sound right so I called what I thought was the store again. They said that I needed to bring the TV back regardless. So I pack up the TV for another 30 mile round trip. I get to the store and explain to the manager what has transpired and she says basically “sorry”. She checked but they did not have all of the components that were missing but could replace some of them. I explained that is not what I paid for. So she wanted me to pay the original amount but without some of the components. At no time did she offer an additional discount on this item, just said sorry. I said so much for you and your “Geek Squad” checking open box items, and what you advertised was no where close to the condition I paid for. I guess decent help must be really hard to find, checking for missing items doesn’t seem to be rocket science. Buyer beware, at least you know what you are getting from Amazon, even with open box items. I only hope I now get an email from Best Buy asking me what I think of my purchase, they won’t like...

THE WORST CUSTOMER SERVICE. STAY AWAY.

I purchased a 65" Sony TV for $1500.00 and a RING security package for $2000.00.

Strike 1. I got the TV home unloaded the TV with the help of my neighbor. I unpacked the unit and could NOT assemble the stand as the required screws were missing. Strike 2. The next day I attempted to call the store to determine if I could just come and get the screws or would I have to return the entire unit. After waiting 1 HOUR ON HOLD, (apparently they have a phone bank which covers multiple stores) I was told I had to "return the entire unit". So I had to repackage the unit and with the help of my neighbor reload it into my car and returned to the store. At the store customer service desk. They told me they were just going to find the required screws. I told them their phone bank customer service told me to "return the entire unit". Why did I have to repack and reload the unit? Why couldn't I just have gotten the missing parts without repacking and returning the entire unit in the first place? At this point I insisted on a NEW replacement. After internal debate, they decided to give me a NEW unit. While I was waiting for the new TV, the customer service staff had the BALLS to unpack the returned unit and test it to see if was in working order. Strike 3. As we were purchasing the new TV, I had asked if Best Buy would recycle our old TV. The clerk told me they would. I asked again to make sure there was no fee. The staff confirmed they would recycle and did not mention a fee. (My wife was with me and witnessed the conversation). After finally installing the new TV, I loaded the old one in the car and returned to the store to recycle it. At customer disservice, I asked where to drop off the old TV for recycle. They told me there would be a $25 recycle fee. I reviewed my conversation during the purchase and they told me I would still have to pay the fee. I left the store disgusted.

After this experience, I will do everything to AVOID shopping at Best Buy. THEY ARE DECEPTIVE AND HAVE THE WORST CUSTOMER SERVICE.

I can't wait to see what lies ahead as they come to install the...