Best Buy — Local services in Bridgewater Township

I purchased a LG Refrigerator from Best Buy in August. The same refrigerator was available at other stores but I chose Best Buy for the ability to specifically schedule the delivery and haul-away due to my work schedule. Additionally, my wife and I have two month old twins so we had to plan accordingly for a working fridge. The delivery was set for 8/26/19. Prior to the date, I called to inquire what was required of me to prepare the old fridge for haul away. The old refrigerator was a built-in so I assumed I needed to perform certain steps for haul away. I was informed that it had to be disconnected and taken out of the built-in space. I disconnected the water supply, removed all front panels and moved the refrigerator to the center of the kitchen. When the delivery team arrived, they took one look at the fridge and said they could not take it away due to the size. I was informed me that a four-person team was required. There was no mention of this when I called to find out all the details needed for preparation. The new fridge was not delivered on 8/26/19 and the old fridge remained disconnected in the middle of my kitchen. The earliest Best Buy could get another team out to the house was three days later on Thursday, 8/29/19. My family, including 2 two-month old babies, would use a cooler over the next three days. I confirmed multiple times with Best Buy that it would be a four-person team completing the delivery on 8/29/19. Regardless, a two-person team arrived AGAIN. The paperwork clearly stated that a four-person team was needed for the delivery and haul away. There was no apology and Best Buy pointed fingers at the delivery service. Vice versa, the delivery service said Best Buy did not schedule it correctly. I had no choice but to accept the new fridge that day due to our need of having a working fridge. However, we had to live with the old fridge sitting in the middle of the kitchen until the haul-away could be coordinated for a third time. This is entirely unacceptable. While customer service was accessible over the phone they did little to remedy situation. The haul away was rescheduled for Tuesday, 9/3/19 between 7:00am and 7:41 am. The team arrived at 8:30am. There was no call in advance with an ETA or an explanation for the delay. Subsequently, I was late for work. Again, no apology or accountability from Best Buy or the delivery company. I was informed that Best Buy and I could discuss compensation for the errors and inconvenience after the fridge was delivered and the old one taken away. I called the Customer Service Representative and was offered a $75 Best Buy gift card. This compensation that was not worth the aggravation and inconvenience of taking off work and not having a working fridge for three days. I did not accept this meaningless gift card and I should have ordered from Home Depot or any other reliable retailer that offered the same fridge. I will no longer be a Best Buy customer and will continue to share my extremely unpleasant and unprofessional experience with Best Buy to all friends, family and...

They typically have what I need if I know exactly what I'm looking for. The employees are very rarely on the same page. Was charged a $30 disposal fee for a TV that I recycled. Prior to coming to the store, I called the number for the store, asked specifically if there would be a fee associated with the recycling of said TV, and they said, "Let me check... (2 mins later) No, there is no fee if you drop it off, but there is a charge if you would like us to pick it up, which we can do for you." I said, "No, I can drop it off if it is free to drop off, " she said, "OK no problem, you can drop it off at any best buy for free." I get to the store, and they completely contradicted the person I spoke to. The guy at Geek Squad was apologetic and stated that apparently, when you call the number, it doesn't even go to the store. Irregardless, this was bate and switch. The fact that he acknowledged that there is a disconnect between their phone customer service and the in-store service says that this is a culturally accepted way of doing business and quite frankly may lead to me calling the better business bureau to report it. If there is a failure on a corporation to co-align it's messaging it should not fall at the feet of the consumer. The only reason for the 2 stars has to do with the attitude of the poor associate that has to act as the messenger for this poorly misguided store. For anyone who may consider working here I would say there is a good chance that you will find that you will be expected to make excuses for incompetence at the top and for customers do your own research as many times they will push this notion of "customer service" but will try to upsell you anything they can. On 2 separate occasions, they have attempted to swindle me in to buy an inferior product or convince me to buy a product that is outside of my needs to make a little extra. The reality is that if they are trying to make numbers by being dishonest with their customers, they are going to lose their customer base when they become more knowledgeable and research for themselves. Buyer be warned. This is just my perspective and my experience but I feel as though they are taking a page out of P.C. Richard & Son by using deception in place of genuine honesty and gaining customers through honesty and respect.

UPDATE: After discussing with their corporate they did make this right and apologized for the...

Wish I could leave 0 stars. Best Buy has by far the worst customer service. I purchased a car remote starter in November the installation is supposed to be included for free. I booked an appointment for installation at the bridgewater location the earliest appointment they had available was January 20th. When I showed up for my appointment I was told I had to pay for the installation even though the product says it includes free installation. I was instructed by the store manager to call 1800 Best Buy to try to resolve this issue. After explaining my situation countless times each time the rep told me I had the wrong department and would need to be transferred. I was probably transferred 30 times at least and each time they asked me my name and phone number and I had to re explain my situation as if no notes were taken and transferred with my call. Finally after 4 and a half hours of this I was told I had to pay for the installation and would then be reimbursed after 24 hours. In addition to this my appointment that was made for January 20th was cancelled and I was told the next available appointment was march 7th. I purchased this product specifically for winter so by the time march came along I would have lost 4 months of use of the product I purchased. I worked it out with the tech at the store that he would do the installation in between appointments. I left my vehicle at the bridgewater store on Sunday January 21st. Today 3 days later I try to call the store to check the status of my vehicle I call the direct number for the store but still somehow end up speaking with reps from 1800-bestbuy. I told them I needed to check the status of my vehicle and they told me they would connect me with the store then my call was dropped. At that point I called back the direct number for the store and reached another rep from 1800bestbuy I asked them to connect me to the store and he told me the store does not take phone calls even though the previous rep told me he was connecting me. So I asked this man to connect me with any other person and he refused to transfer me. I have still not been able to get in touch with anyone regarding my vehicle and still have not received reimbursement for the installation payment. These customer service people are the most incompetent people i have ever...