Best Buy — Local services in Fox Point

PLEASE GO ANYWHERE ELSE!!!!!!

I am a new homeowner! Yay! I found the washer and dryer of my dreams - and they were "open box - excellent" - I couldn't believe it!

After waiting almost an hour for a salesperson (very few actual humans working in there these days) to sell it to me I finally had my washer and dryer. Almost. It would take another week for the driver to show up and say, "They want you to be aware, these aren't the open box items you saw previously." They continued to show a myriad of issues with both units that seemed to be mostly superficial. Isn't it interesting they wouldn't call about this BEFORE delivering the units?? I could have told them to keep them and issue a refund right then and there. There are supply chain issues? Covid shortages and... blah... Why would I wait when my dream washer was so close -----

Bonus - they still wanted to charge me for the "excellent" condition they were delivered in!

Nope, they installed them, "ran them", and left, our dream washer was here at last. When we went to use the smaller top washer we realized it was broken. Total tech sent a repair. They couldn't fix it. They needed another part. They came back, when they took the machine apart there were broken wires throughout the machine - it would need a new complex part that they still haven't been able to find.

They came and picked up the unsalvageable parts. They continue to tell me the "new" washer is on the way. I have no ETA. I have no contact person. I have nothing but a washer that is currently flooding my basement because it wasn't reattached properly on the 4th service call.

I was told "management" would get back to me in 24 hours... no such luck... I purchased all of my tech for my new home but I will be taking my service ANYWHERE else from this point on.

1. They sold AND delivered a known defective unit without informing the customer.

2. TERRIBLE customer service - How many lines do I have to call to get an answer??

3. Where is the territory or regional management? When I've had issues with other retailers, big and small, usually there is some level of accountability.

Will my washer ever get fixed?

Will I ever see or hear from the elusive best buy management unicorn?

With totaltech will I need to hire someone else to come and reattach the washer they couldn't install properly to keep my basement from flooding?? Why did I bother buying that anyway?

Do not shop at...

I purchased a Garmin GPS today, December 20th but was not offered an extended warranty - today, December 20th - I called the store and only got useless menu options frustrating me and putting me off from ever returning to a Best Buy - why should I?

It was insulting when trying to telephone the store, getting only an unresponsive menu selection and a complete inability to speak to a human being. I called the ‘888' number to complain and try to find a human to reply to my complaints which took multiple menu options, hold options and call-back from a representative. It is dehumanizing to have my time trivialized and spent like it matters little.

The call-back option person was in the Philippines; useless and uninformed. She told me to call the store if I had a problem - my problem was in calling the store, the menu options were useless. I asked to be transferred to the USA. She refused and said there is no option to transfer my call. I asked to be transferred to Minnesota; she refused saying there are no options to transfer to Minnesota and to call the store. It was a useless call, a waste of my time and failed of its essential purpose:

I. To talk with a human being about my dissatisfaction with a useless menu system; II. To complain about how customers are treated including routing my complain to the Philippines to someone uninformed and unintelligible; III. To find out if I have an extended warranty option of what I just bought.

I wasted over an hour on this and your customer disservice and [Best Buy’s] astonishingly self-defeating system called customer service. I will shop elsewhere and only at Best Buy as a last resort. I was going to get a DVD player as a gift for someone which I will now buy [& everything I need] elsewhere.

What a monumentally stupid system Best Buy has adopted. It is a target-rich consumer environment out here, lots of online sellers and competitors who value customers. I have enclosed a reprint attributable to Sam Walton - your customer service personnel [including those in the Philippines] should read it and quite possibly adopt the philosophy.

I have sent this to your Best Buy, Minnesota as a...

When I approached a counter to get some help, an associate was talking with an older gentleman who wasn't dressed in their blue uniform, but looked like he was working there. They must have been talking business, and the associate asked me to wait a minute while they finished their business. I did wait but their business kept on going and I saw another associate so I walked over to ask him for help instead.

I was looking for a "mini optical to hdmi cable". They had one on the Best Buy website, and I asked one of the staff to help me locate it. He barely looked at the product I was showing him, then grabbed an "optical to hdmi cable" and handed it to me, telling me this would do the same thing. It actually would not work for me, and it was twice the cost of the product I was looking at online. So I asked him to look in the store inventory to find the one that I wanted. He just kept saying that what I had would work (it wouldn't) and that the online product wouldn't be at the store.

Then he left me.

Meanwhile, I looked over at the counter, and the associate and the gentleman were still discussing whatever they were discussing. Had I listened to him and waited, I would really have waited forever.

So I tried to look a little on my own, and then tried to get someone else to help. I finally got Luis to help. He saved the whole experience. He did what I would expect of a normal Best Buy associate and looked up the item on his device, found where it was on his store, and tried to locate it for me. He wasn't able to, actually. For whoever reason, it wasn't where it was supposed to be. There were supposed to be 2 of them in the store, but there weren't. It really was a waste of time for me, since I was there to get the cable to use that night. Had I ordered it online to pick up, it still would probably not have gotten ready till the next day. BUT. The way Luis helped out made me see how above and beyond he went to get me the help I needed.

So though I didn't get what I had come for, I felt well helped and would probably come again on a whim. But I'll try to place the order...