Best Buy — Local services in Chico

We orderd a tower washer / dryer unit from the Best Buy in Chico on November 25th. On the delivery day the driver drove over our planters in our roundabout. I asked them "Do you always just drive over peoples planters? The driver responded "If we have too!" then he walked over to the planter and said "I dont see any important plants".... Just wow! Once the unit was inside we noticed the appliance was damaged on inspection so we are now waiting on a replacement tower to be redelivered on December the 19th..

The other issue is we were origionally told we would recieve free installation when looking at the various models. Literally hours before the delivery we were called by the Chico store manager and told a licensed contractor was going to be needed for our install. At purchase we were only told that we need a special part for the propane conversion and that it could be purchased online, which we did, for the install. There was never any mention of this special third party contracter install until the manager call on delivery day, just that the install was free. This contractor fee ($200) and the scheduling for it should have been stated as needed before the purchase even happened or at the very least when the delivery appointment was setup. While talking with the manager he said he will text me a link to pay for and schedule the contractor for the $200 install so this issue can be resolved. Unfortunatly we never were sent that link by the manager. So we are now stuck trying to navigate the ai phone system to try and get help. After calling the Chico store to try and get that link from the manager we got a geek squad membership service rep instead. We had paid for the $179 yearly membership plan. That rep told us once again that there was free delivery and installation so there shouldnt have been an issue. I told them the manager said we need a specialized contractor for the propane dryer install and just want to set that up asap because we have family coming to town and cant wash our clothes at home. The service rep said "The Chico location is not taking calls".. What?? Ugg.. So the rep couldnt transfer us to the manager or even setup the contractor install on their end that the Chico manager said we needed. To make things worse he also said there would be a gas uninstall fee now. We didnt even get anything installed so why are we now getting an uninstall fee now? In the end the service rep just said that he cant help us. My wife also left a rewiew today that has more details on this issue.

This purchase delivery and install has been and still is currently a nighmare ever since we first purchased the unit. I gave two stars instead of one because the original sales rep was great and very patient / helpful. These reps really should be trained to also order / schedule a special install contractor at purchase if the item requires it though.

Edit* I finally recieved an email today Dec 11th with a link we needed for the washer / dryer install service. Unfortunatly the email shows that the install cant be done until January 2nd? Thats two weeks after our replacement washer / dryer gets here.. Our washer dryer tower wont be delivered for over another week. So that means almost a month of not being able to wash / dry our clothes at home now... Please do better....

Second Edit (12-18-24)... So we still do not have our washer and dryer after almost a month now. We were supposed to have the new washer / dryer delivered tomorrow on 12-19-24 but they cancelled on us without even talking to us... Now they want to deliver in January? What is going on?

My wife has been trying to talk to them / fix this issue with multiple people. I spent 2+ hrs on hold! So much for the Total Member plan. What a joke. We have guests coming this weeked and a bathtub full of laundry now. It looks like I will have to cancel the installer we hired to come out on 12-20-24 as well. This is beyond rediculous. How hard is it to deliver an appliance on time? Now we need to cancel paid installer and wait two weeks from today to install per...

TL;DR

Inconsistent with information, poor customer service and / or support, mediocre organization, and minuscule knowledge by some employees.

I honestly would've loved to give this place 5 stars. Unfortunately, the customer service, the environment, the organization, and the intelligence of most of the the employees has dropped significantly over the last year. I'm not sure if it's because of COVID-19 or something else behind the scenes. The employees at this Best Buy used to be amazing. They had some really good people who were extremely knowledgeable about the areas that they were working in.

Don't get me wrong, there are still good employees there. Even a select few of the new employees don't have their heads up their own butts.

The organization of movies, games, and other electronics have become a bit of a crapshoot. I went in there looking for a movie called, "Skylin3s" (It's the third movie in this trilogy, hence the 3). This is a New Release and online, it said that there was 6 left in stock. I went into the store to pick it up. I spent 20 minutes trying to find it until I finally caved and decided to ask for help finding it. The employee looked at the shelf I'd known it should've been at (Even after I told this person that I'd already looked there.) This individual then informed me that they didn't have any in stock. I showed this employee that on their store website, it said that there were 4 copies left in stock. I was then told that the store website didn't necessarily reflect actual store inventory. I asked the individual if they'd be willing to check in the back / warehouse area. They told me that everything they had was already on the shelves. After another 20 minutes of discussion, I told the employee that I appreciated their efforts (Essentially none) and I'd just order it on the Best Buy website. This is where the story gets really interesting. I went to the video game section (Next to the movies and warehouse area). I ordered the movie online and since the website said that there were 4 left in stock, I selected the curbside pickup option. Within 12 minutes of submitting my order, I got a text letting me know that my order was ready. I went outside to my truck and parked in the curbside pickup area. The movie was brought out to me by the exact employee that told me there was none left in stock.

This is ridiculous. After a little questioning, I was told by a competent employee that there's a cart with New Release movies in the back that hadn't been put out yet. Apparently, that's where the 4 copies of this movie were. So, 5 minutes of looking in back could've saved 20 minutes of discussion about why the movie wasn't in stock.

I don't want to name anyone because with the way the world is right now, people need their jobs. I won't be responsible for anyone being put in a position of unemployment.

I do feel that there's a lot of improvement that this store needs to make in order...

For the most part I have always liked the store. I bought my laptop washer and dryer several different computers phones Etc from the store. My daughter wanted to get me a nice Christmas present and decided she wanted to buy me a new large tv. However, I also have twin 2-year-olds one of which is autistic. This means he has a stem that involves throwing things. So I knew that getting a new TV was not a good idea but my daughter informed the sales clerk at Best Buy of this problem and they advised her to buy the protection plan with the tv. So she spent hundreds of dollars on a TV and another couple hundred dollars on a protection plan where she was told that it covers accidental damage and breakage of the tv. 3 months later low and behold my son throws something at the tv. We bring the TV from Chester all the way down to Best Buy for them to tell us did that protection plan does not cover tvs, it only covers things such as tablets or cell phones or laptops. When I asked him why a sales clerk would tell us when buying it with a TV that this is what we needed he basically said that we got swindled and sorry. He did tell us we could cancel the protection plan and have a prorated refund but that we were pretty much screwed and have to buy a whole other tv. I find this extremely rude and unprofessional that a company that I have given so much business to would swindle my daughter who is only 18 just to get a sale. I find it more disheartening that accompany that is as large as Best Buy has no understanding and no options for us mothers who have autistic children. I cannot tell you how many moms are in my autism group that have had to buy TV after TV after TV because there is nothing out there to protect our investment because our children cannot help this. Do...