Best Buy — Local services in Brooklyn

Appliance purchase that I ended up canceling: Purchased a washer on 1/8/22 in store. The guy that totaled out my purchase ignored me the entire time I was in the appliance area until the manager told him to help me, mind you he was the appliance salesman. During my purchase he realizes that I'm an Elite customer and was all surprised about it. So the delivery gets scheduled for 1/12. So in the meantime before the delivery I realize that the delivery address is incorrect because it's going to my mother's house, and not mine. So I call and get that squared away and the rep states it looks like it still will be delivered, but of course no promises due to the change of address. But a 2nd delivery date was scheduled just in case for the 13th. So no delivery on the 12th or 13th, and both were a no call no show. So now you have people waiting around for hours knowing there will be no delivery. I called both days and the rep tells me that for some reason the washer never made it to the dock. And that really is a 😤 But I really want the washer so I schedule another delivery date which I believe is the 15th. Not sure why I expected something different, but I did. But again the same results, no delivery and no show no courtesy call to the CUSTOMER to let them no that there wouldn't be a delivery. So again my mother is sitting around for hours waiting for an appliance that they know is not coming. So now I'm 😤😤😤 I call the corporate customer service line 1st, oh sorry the washer did not make it to the dock AGAIN, someone should have notified you, BUT they didn't. You can call into the store to schedule another appointment. So I call the store, talked to a rep that was very apologetic about the issues that I was having getting the washer delivered, but couldn't do anything about it. But they would have if they could have. So I asked to speak with a manager, and I think they knew this was coming. They put me on hold for a good minute and came stating I'm still looking give me another minute. Then they came back again and said "I have to transfer, and I'm so sorry for this." They were sorry for transferring to a line that they knew was not going to be picked up. So I caught that, hoped in my car and on my way to the store. I walked in the store at 28 minutes on hold. The manager was full of lies, but like a butt hole because I really wanted the washer for my mother I ended up reschedule for a 4th time maybe like 3 days later on the 18th. But got the same results, no show no call. I had gotten so pissed the other days realizing that it didn't change a thing I just was numb to the process now. So of course I called the corporate customer service line. Now they have came up with a different excuse which was "a piece that goes to the washer was damaged, and that's on back order. Someone should have notified you about this." But no they didn't, and why would they if they didn't the other 3x's. She asked me about rescheduling, I laughed and hung up. So then I called the Bestbuy RESOLUTION line which the manager had given me. I explain the situation and tell him if the washer can not be delivered today, then I don't want it. So he puts me on hold, comes back and says that it can not be delivered today, so I will cancel the order. No apology, no empathy, no sympathy or nothing, what a resolution that was! So good luck to you future Bestbuy...

First visit went well at this store. We were assisted by a gentleman named Jake and he assisted us in purchasing a fridge and washer/dryer set. We left the store feeling happy with our purchases. Fast forward to the delivery of the items. My fiance requested to work from home that day to make sure someone was there when they delivered. They opened the fridge box out in the street and started assembling the doors onto it, only to get inside and have to then take them off again because it would not fit through the doorway. During this entire process having an attitude and being clearly frustrated about having to dismantle what they had already done. Fridge gets setup and they identify a dent in the freezer door and ask if we would like a discount or to have the fridge replaced. We weren't sure and waited a day to make the final decision. I called back and confirmed to move forward with replacing the panel but that there was also additional damage to another panel we did not see prior. The customer service rep started telling me there was already an appointment for my dishwasher and everything was ok. I have never purchased a dishwasher in my life and have no idea what they are on about. Finally get everything straightened out and the correct appointment was now setup and replacement panels were guaranteed. Fiance takes a day off for this geek squad rep to come out and he is there for 2 minutes and leaves because he wasnt even aware of the problem in the first place. He was just given a generic service call to repair. So now he has to order the panels to be replaced and wants to ship them directly to the house. Two more appointments have been canceled and rescheduled because they have no tracking on these panels and don't know when or if they will ever arrive. One day after the latest call to customer service to reschedule yet again, the entire fridge & freezer just stop cooling. Almost $450 worth of groceries in this 30cu.ft fridge have now spoiled and gone bad. I contact best buy online chat support early in the morning while others are sleeping and they tell me there is nothing they can do and I should try to contact samsung directly. I haven't even owned this fridge for 4 full weeks at this point. I went directly to the in person location I purchased the fridge from in the first place and they were able to schedule an exchange and replacement after 20 minutes. They were not able to provide any sort of compensation for groceries or anything because I didn't purchase the geek squad warranty. I purchased the fridge fully expecting at absolute minimum 1 maybe 2 years without any major flaws. It has been 27 days since delivery and the product has failed and ruined hundreds in groceries. They cant do anything because of a warranty. If the fridge failed 2 years down the road I think that would be a fair response but not this early. The few people I dealt with in person were good but every experience with customer service both online and over the phone has been an...

So I ordered a power supply online at Best Buy, and tried to cancel it the same day I made the order. They would not let me, so I tried to call, waiting an hour to finally give up because no one picked up, and tried to contact over the virtual text feature on their website. They said they can’t cancel it and to return it once I receive it. So I get it, and return it. Lady scans it, and I go on my way. Two weeks later I still don’t have the refund. I go in and two employees, which are very nice, try to help. The unit is not showing up as returned in the system for some reason. A manager comes over and they check the footage of that day to see if I returned it. They see that I did and give me the receipt I got when I returned it. Which doesn’t make sense cause it wasn’t marked as returned in their system. The manager says this is the card the refund went to and there’s nothing they can do on their end. So I head to my car, and before I leave I see that the return had been sent to a MasterCard. I don’t even have a MasterCard. I paid for it with any bank visa, that clearly shows in my transaction history. So I go back in and wait in line, and I tell her this is not my card, and I don’t know who’s card that is. She starts to get visibly annoyed, and says it automatically goes to the card you payed with. I said that’s not my card. She then asks for my order number, sees something, then leaves to go find help for 5 minutes. She then comes back, and I show her my payment method, which clearly says my visa. She doesn’t say anything for a minute, then says she will do this, this ONE time. What does that even mean, give me my actual refund? I was externally confused, then she hands me a receipt, showing the refund will be sent to my visa, and said it will be there in one to two days. So my card was in the system, because she never took it. I said okay you have a good day, she said mhmm. Not once did she apologize, for me having to waste almost an hour and a half in bestbuy, just trying to get my rightful refund. The whole time, I felt like I was a burden on her. She was visibly annoyed with me. I work in customer service, I bartend and serve. I will always apologize if something goes wrong, and try to make it right without showing frustration. I also never write reviews, but after this, I will be avoiding Best Buy as a whole if I can. Also, I don’t believe they have working phones, like how does a call take over an hour at 11 am on a Thursday morning, and still not get answered. The whole thing is a...