Best Buy — Local services in Falls Township

I am experiencing horrendous service(s) from Best Buy’s. I recently just purchased, close to $4000 of product, Samsung washer dryer two pedestals; 25 year warranty; geek, squad, Best Buy membership; alongwith intentions on also purchasing an iMac Apple computer close to another $3000. I took the time off and the time to prevent any delivery and installation issues by scheduling a pre-inspection From a Best Buy representative. Two gentleman showed for the pre-inspection, took pictures, took measurements and assured me delivery would be no problem. Today, the delivery team arrives to inform me the delivery and installation is not possible, as they are not suited with the right crew for the job. A fact finding representative of Best Buy‘s contacts me in regards to the issue offers no help, but to tell me that I have to wait till tomorrow for a call back to see when the next appointment is available with the right group. The kicker is, she explained to me that it is not possible for my delivery to be escalated as I had taken the proper steps to prevent the issue in which now Best Buy has me in. If delivery & installation is not possible To be scheduled within the next two days, I will be purchasing my washer and dryer from some where else;along with the IMac!!!! I would fully understand and be a bit more patient if I had not had the pre-inspection done a week prior to avoid any issues! As if my time means nothing. As you know, you have a window of time you have to wait for the pre-inspection person to show therefore, time off work, right!?! So that’s two days of my time spent for nothing !!! And Best Buy representative act as though no big deal. (She was more concerned with the level of my voice, then offering me a reasonable resolve.) My question is why have the pre-inspection??? 😤

PART 2 ( 2nd rescheduled delivery)

Tuesday, January 7, 2024, delivery people that showed up for Best Buy‘s after the pre-inspection of delivery was done completed and approved for a smooth delivery transaction, claim the delivery could not happen without four people. So the appointment had to be rescheduled for today, January 10, 2024 between 7 AM and 11 AM. I confirmed with Best Buy that the four-man team was approved. I was told by Mike and melissa in the large product fulfillment resource department that the appointment scheduled for January 10, 2024 was approved for a four man team and that both delivery teams would meet at my location Again, another day of my time taking off to resolve this issue. The delivery team that showed today did not come with four people onlytwo ; the delivery team claim that four people could not do the job. After calling Best Buy’s at geek squad at 188-237-8289, I was informed that the delivery will not be rescheduled Until I the customer is able to provide a helper for the delivery team. Best Buy has wasted two weeks of my time; has caused more aggravation and frustration and delay of me being able to provide for my household the washer and dryer needed. And the only assistance I can get from their customer service is NONE! can you believe that they are asking me a woman way over 50 to provide them help to install my washer and dryer? W%@ !!!! Again, I had a pre-inspection appointment completed so that this was avoided. And was told that the delivery, installation and haul away would be no problem. Even after taking a day off of work to have this appointment completed. Best Buy‘s delivery team showed up not once but twice not prepared to do the job. And told me just get a different type, no I’m sorry, he said a regular get a regular washer and dryer. I could have purchased a washer and dryer elsewhere and had it installed by this time. I am going to the store for full refund; canceling any and all memberships with Best Buy and I would never ever recommend them or buy any product and their...

EDITED after owner response to review: Duncan, unfortunately I am not part of any social media groups. Nor do I intend to open accounts on these platforms to reach back to BB. Best Buy should not assume everyone is on a social media platform. I'm including the case ID's created by BB customer service regarding the issues that prompted my review. ID's are 341311658 and 341313245. If you'd like to assist you can review these and then email me directly with when I can expect a resolution.

Original Review: Avoid Best Buy if at all possible. Should you require after-care regarding a recent purchase, return or order cancelation you will find that Best Buy offers the absolute worst customer service available in the market today. I am currently engaged in an ongoing customer service issue with Best Buy over a recently canceled order and the full return of my purchase amount to my Best Buy CC. At the time of purchase BB issued a $150 rebate card because of the amount/product purchased. I subsequently canceled the order and expected the entire purchase amount credited back to my CC. BB posted a credit for everything except the $150 for the rebate card. The $150 is now appearing as a charge on my CC account. I have chatted, and spoken to customer service about 6-7 times trying to get someone to understand that the rebate card should have been canceled with the order cancelation so my CC would receive the full purchase amount back. As of a week today no one seems to be able to resolve this issue. I've been told it will be canceled but nothing has happened. I've tried to escalate the issue to customer service supervisors and managers but was told they will not transfer me. They insist that they can only transfer me to another department into a que where I will need to start over again from scratch to try to get resolution. This astounds me!!! I repeated my request to speak to a supervisor / manager and stated that there must be an escalation process where as a customer can seek manager assistance. This time I was told they could transfer me because there was a supervisor meeting and therefore would transfer me to another department for servicing. No matter how many times I insisted on speaking to a manager I was put off and told there is no manager that would speak to me. I was then told they were an overseas call center without managers that could assist but they could place a not in my BB account making an appointment for a US based manager to call me in an hour or two. Well it's been way more than 2 hours and I've received no call from anyone at Best Buy. Throughout this ordeal I have opened 3 case ID's regarding this issue to no avail. I finally have submitted a CC dispute to Citi Bank who brands the BB CC. I hope Citi can resolve this issue on my behalf as at this point I feel BB has defrauded my BB CC by not returning the full purchase amount exactly as they charged me.

I'd hate for others to experience this situation which is why I say avoid them If at...

I purchased a 65" TV on 1/20/23 and I am a Total Tech member and have been an Elite Rewards member for many years. I have a 60 day return policy on this tv. The TV died (will not power up) just before the return policy end date. I called and they convinced me to set up an in home appointment. I set it up for today 3/27/23 and was given a time of arrival as 9:15am. After no one showed up I looked online and found a window of arrival being 11am-3pm. At 11:30am I received a call from a person who was coming out to the home. He stated he was an hour away and wanted to know specifically what the issue was. When I explained it to him he stated he is an installer and not a service person and he can only verify that the tv is not turning on and nothing else. I was a little frustrated that I cancelled things that I had scheduled today to have this appointment. I then went to the store to arrange a return or an exchange. The manager seemed nice and said he would take care of it. After going into the system he claimed that this is not allowing him to process the return and will only allow a service appt. to be set up. I told him that I already did this and that Best Buy failed to send a service tech out and was only sending an install tech who cannot help me. He said to call 888-bestbuy. I did this and they said they had obtained an authorization to extend my return policy to help me out. I was on the phone for a bit as he was taking care of the computer work and then he came back and stated the computer wont let him process it. I asked for a supervisor who would only give me his first name (Freddie) and he proceeded to tell me that my only option is a repair appointment. I stated to him that I already gave them this opportunity and they failed to provide service for me. He was not helpful and was getting short with me. I called the credit card division and proceeded to file a dispute of the purchase. Being a total tech member seems to be worthless and also buying a ton of merchandise from them also means nothing when you need someone to help you out. I am back on the line now trying to speak to someone else but seems to...