Best Buy — Local services in Copley Township

Do not buy an appliance here. TL/DR: the people at Best Buy are good and the product is fine, but their install/haul away supplier and scheduling system are horrendous. Read on for the long version of events:

Purchased a refrigerator. It was delivered as scheduled, but installers found a corroded shutoff valve for the water supply so we had to get a plumber come fix it. So far, fair enough.

Then we scheduled the install team to come back out and finish installing the new fridge and haul away the old one. The day before, I got a call confirming the appointment. I got an email the day of install saying the installers would arrive in 30 min. Hours passed. No one came.

I called in to the customer support line. The automated phone system recognized my number and even said "You have an install appointment today". But when i got a real person on the line and they looked up our order in their system, there was no record of the appointment anywhere.

They offered to manually put me on the appointment schedule so that we could expedite the installation for Saturday (sooner than what the appointment booker was saying was the first available time slot).

We waited all day Saturday. No calls, no confirmation emails. No one showed up.

I went to the store, spoke with the manager who was actually very helpful (hence the two star instead of 1 star review). He gave us a discount and rescheduled the install again. This time for Wednesday, the day before Thanksgiving.

At this point, I had lost my patience so my wife and hauled the new refrigerator in from the garage where the installers had left it and installed it ourselves. We disassembled the old one and put it in the garage, and waited for the installers Wednesday for just the haul away.

Got a call Wednesday that the installers could come install a fridge, but did not have room for haul away. I let the caller know that we had already installed the fridge and now just needed haul away. She said she'd let the team know and call us back to figure out when they could take the old one off our hands. Never heard back from her.

Finally got an email today (Saturday after Thanksgiving) to reschedule the haul away. We'll see how this goes, but at this point, this has been the most absurdly awful appliance buying experience of my life.

Lesson learned. In the future, I'll stick...

Purchased Samsung front loader washer and dryer (5 stars for samsungs product!). We added the total tech package so it would be installed. We waited 2.5 months for it to show up (knew that upfront). Finally, it shows, and the delivery folks (3rd party) don't know it is supposed to be installed. They take the old models and leave the new ones setting in the laundry room not installed because they don't have the hardware. We rescheduled a new install.

The day before the 2nd attempt, I call total tech folks to verify the 2nd attempt folks will have the hardware. I make it very clear I am concerned they won't have the hardware, and I am assured they will. The next day comes, and of course, the 'installers' have no idea what they were there for and do not have the hardware. They leave, accomplishing nothing.

I scheduled a THIRD appointment and decided to gather the hardware myself. I goto Fairlawn/montrose Best Buy to pick up the hardware customer service comped me due to the hassle. As I'm at the pickup counter explaining to the lady my drama, mid sentence, she turns and starts talking to another employee. Already at my breaking point because the items aren't ready (and the other obvious reasons), when she's done chatting, and turns back to me I state "that was weird" she says "what was weird?". I say you started talking to another employee while I was talking to you. She states, "She was leaving." I said, "So am I" and left.

I returned later and picked up the items.

3rd techs show up and have no idea what they were there for. Luckily, I had the hardware. As a side note, half the hardware was (what connects the units to the pedestals) taped to the pedestals on the bottom. The techs state all the installers know they are there. The previous two just didn't want to do the work!!!!! 3rd guys installed the units and pedestals. The dryer is not balanced. Luckily, the washer is. A buddy and I had to uninstall the dryer and reinstall it properly ourselves.

Compete debacle with staff that is rude, disrespectful and has zero empathy for their customers/mistakes! The 3rd party companies have very little communication with Best Buy and are...

This review is for Jarrett, the man who met me as I entered the que to be seen by the Geek Sqad techs.

I traveled over 40 minutes with my first PC build to get there. The store local to me had just closed. In fact, just prior to closing, I had arrived to pick up a component for the build to find the item was not available in stock. Thus, it was ordered and sent to me.

The following few weeks held much frustration. Eventually, it was decided that the problem was with one of the components purchased from Best Buy. A return / exchange was needed. I wished to deal with men and women, not more potential frustration through an online exchange.

In an ideal world, things go smoothly. However, when we do experience difficulty, I wish there to be equally as available, strong customer support and service. And I'm happy to say that is what I found with my initial call in to customer support, where I spoke with a man named Peter, who recorded the case number and the details of it. And then again, with Jarrett, as the man handling my concerns there at the brick and mortar, physical store.

Jarrett was stellar! He just handled the matter seamlessly, with absolutely no further inconvenience to me. I quickly saw his experience and professionalism that gave me the peace of mind we all desire when something goes wrong.

I gave him the back story to my experience; the fustration, the concern, the personal aspect of my first PC build, and was met with his understanding and respect. I hope to emphasize in this review how grateful I am to Jarrett. How appreciative I am to, only hours after dropping it off, have been able to pick it back up all taken care of, in working order, and the cable management done to a degree I can only but aspire to!

Thank you (Best Buy and) Jarrett, of the family Freidhof, for putting the appropriate care and right customer service needed in...