Best Buy — Local services in Chandler

I wanted to provide a ‘zero’ star rating but it would not allow me to... Here’s my story...I bought an LG 29.6 cu refrigerator in the fall of 2016...when the appliance was delivered there were cosmetic defects on the door of which I reported and they were going to send another her door to be installed. On 5-6 different occasions, elivery appts were scheduled and confirmed and every time no one showed. Ultimately one of the store managers credited me for the hassle and I agreed to move on and deal with the cosmetic defects. I have not even had the refrigerator for 2 years and the refrigerator has stopped working twice due to the fan/compressor going out... the fan was replaced about 8 mos after the refrigerator was delivered and as of 7/15/2018, the refrigerator stopped cooling and freezer is not freezing. I purchased the extended warranty so I reached out to geek squad to get a service appt scheduled. They scheduled my appt for 7/16/2018 bw 8a-12p, and low and behold, no one showed. I followed up with geek squad an they transferred me to the third party serving company’s Special Forces dept. At that point I was advised that due to gaps in their processes , my appt request was rejected and there may not be an opening for a week or two. I was never notified of the rejected appt and have now been back and forth with the warrant servicing company. Every rep/leader I have spoken with have lacked empathy and true understanding and their customer service skills are non existent. The ops manager was extremely rude and interrupted me throughout our entire conversation earlier today... she had excuses and refused to provide me turnaround time as to when I would have a working refrigerator. I looped in The Best Buy team where I made my purchase and they have been very nice but continue to tell me their hands are tied pretty much...how hard is it to review the history of my purchase and just make it right by replacing it...this red tape and ‘drag your feet’ processes are going to leave my famiy of 7 living out of coolers for 8-14 days when all is said and done (best case scenario). I even asked for a ‘loaner’ refrigerator and I was denied that as an option. Just a side note... the day we purchased this refrigerator we also purchased other very expensive products, totaling just around $11,000.... never again will I buy from BEST BUY again... they have no problem taking your money right then and there and up selling you the extended warranty package, but then when you and your family need help, they want you to hurry up and wait...worst customer service experience ever...

Vanessa...

I have been using Best Buy for over 20 years and the Chandler store was by far the WORST EXPERIENCE EVER! Manager on Duty (Dave-Geek Squad shirt) did not even try to assist, was rude, non caring and was more interested in going home than try and help. Our TV went out and since Best Buys website states Curbside pickup ready within the hour I skipped going to my local Walmart and ordered on line at 6:30pm so pickup would be before store closed at 8:00pm since I live over an hour away I arrived at 7:45pm and order not ready. I went inside and was told that it is stuck in the system (was told happens all the time). Said can wait another day (not an option, live too far away) or cancel the sale and buy then. The manager on duty (Dave - had black Geek Squad Shirt) looked at screen for 5-10 seconds and said cant cancel it's on credit hold and must be because of my credit! (said out loud while others in line so was kind of saying I was a dead beat!). I asked for him to call someone, like IT help desk to cancel or Best Buy Credit to help fix (I was not over my limit, nor late and have had for many years so I knew it was a mistake) but he just stepped back and said he can not call anyone to help and said I would just need to come back tomorrow after I could sort it out and then he walked away!!!!!!! Now lights being shut off while I am still in the store so I have the original guy just sell me the tv as a new sale, I used my Best Buy charge account and sale went through immediately! (so out the window due to my credit, Dave... thank you very much!). I then called Best Buy customer service and they were able to cancel my order for pickup, as i knew they could of done for Dave, if he would of took the time and cared about Customer Service, which clearly he, the Store or Corporate does not anymore as I even turned in what happened to Customer Care Corporate and didn't seem to care and simply said I need to take more of my time and go onto the website and send a message to the store about my experience???!!!??? So simply, Corporate doesn't care about the customer, the service they received not value the customer anymore!!!! Best Buy has done a complete 180 on what I thought...

Most horrific experience ever with their Greek squad staff. Staff members are totally incompetent and needs better job training. I purchased a gaming computer last year after opening up a credit card with them. 3 days after I paid off the computer the product stop working. Lucky I paid the extra money for the theee year production plan (been here before products only grantee to last just within warranty limited) so I knew from past experience to get the protection plan. Anyway my computer stops working and I take it to Best Buy. The guy said it was the charger that had gone bad. And after standing their for a hour and trying every charger non-worked. So they decided to order the charger. Told me it would take 7-14 business days before it would arrive. After a week in a half of not hearing anything from Best Buy I called only to find out the guy never placed the order to being with. They tried giving me some random charger that came in that didn’t fit my computer. After talking to the supervisor that told me they were going to order the parts correctly this time and ship it to my house. Two weeks go by and my charger finally comes in and of course it is not the correct charger. So now I have to take it back to Best Buy only for them to tell me oh yeah it might be the computer port itself. Now they have to ship my computer in and that will be another week an half before I could possibly get it back. So now we are a whole month and a half I am out of a computer due to the errors of your staff. What makes it worse they were completely unapologetic about the situation and could do nothing for me despite everything being their error. I will never ever spend another dollar at Best Buy. The customer service is horrible and your staff is completely incompetent of conducting their jobs. I am a online student and I can’t afford to be without a computer for a whole month simply because your staff can’t seem to do their jobs properly. I will never again shop at this store. The protection plan they offer it trash. They take their sweet time with repairs and don’t seem to care about the inconvenience of their customers....