Best Buy — Local services in Frederick

DO NOT get anything from this company delivered!!! They lied to me , hung up on me twice! They are a 3rd party delivery service and don’t give a crap about you after the purchase. After waiting 2 weeks for a washing machine the drive arrived outside of the delivery window that was “guaranteed “ they were supposed to arrive initially between 2:30-6:30 . Then we get informed they will be arriving at 3:01. We get to our house at 2:40 and the driver is in our driveway. He doesn’t say hello or anything her rolls down his window and yells to my wife “your too late I canceled the ticket I’m leaving there is nothing you can do” then he drives away!!! First of all they were 29 min early ! They could have said hello first, is it to much to ask to have a company representative be polite when they are doing something that you paid for?? I called the customer service number and it’s for the geek squad, why would the geek squad have anything to do with a deliver . I explained the same thing to the customer service representative what happened she apologized and put me on hold for 15 min she then says I’m so sorry I just contacted the dispatcher and they told the driver to come back . So I thought everything was good to go . Then at 7:30 I called bc nobody contacted me and after being on hold for 35 minutes they told me that the delivery was rescheduled for next Saturday and they have no idea what I’m talking about . The customer service rep lied to me she never talked to anyone and just flat out lied!! I asked for a supervisor to talk to and was put on hold for 22 min ! The “supervisor” answered and said she is the supervisor for people who want to make purchases not the supervisor for deliveries!! She put me back on hold and after 32 more minutes later the person that answered wasn’t even a supervisor. Maybe Best Buy should tell you that they use a third party to deliver the product and to be the call center representatives. I’ve never been so mad at a company before. Why does Best Buy use a third party that isn’t even in the USA??? I asked them where they were located and she said oh I’m in California USA . She said it exactly like that . So I said I was on the east coast and asked what time it was there. She became flustered and after at least a 2 minutes she told me the time. I believe she was googling what time it was in California. Best Buy offers no help after you spend your hard earned money with them. I’m sure they will delete this like they deleted my tweets. Please do not buy anything from this store and especially do not get it delivered . The dollar store offers better customer service. They do not stand behind their...

"Setup"* I was told* that "setup was included" by the salesperson. Surprised, I asked if he really meant the Geek Squad would come to my home, since it isn't within city limits. I made sure my town was correctly identified and asked again if setup was really free, emphasized that I had my wireless device with me that day, and was told, again, "Yes." The assurance that free setup came with the Best Buy service add-on was confirmed when I mentioned I had not seen Geek Squad vehicles here for a very long time. I said I was very impressed.

Free in-home setup was not included.

One phone call (which cut off in the middle of a conversation with a General Manager named Denny) made it clear that the Geek Squad don't get into a car for under $100.00. I asked if the name of the salesman was included on their information, I was told yes, then I had my own words repeated to me, which is a time-tested way of molifying a customer: I was told that the salesman "needed more training" on this offer.

It is possible** that free setup is available in-store, but since I wanted to perform a wireless set-up, I was told when I called it was impossible to do in-store. That "impossible" part was not mentioned at the time of the sale or prior to it, when I indicated I had the other wireless item with me. The non-wireless set-up (which would only involve making sure the new purchase worked correctly, so I have been told) was not offered at any point during the sale. Even that in-store "setup" would have been appreciated.

The General Manager attempted a comparison to a plumber, who I would not expect to come to my house... (his voice trailed off after that and he switched his approach to "are you standing in front of your device now?" I said yes several times, but the other end of the line was dead.)

The employees were friendly during the process of search and sale. The store appeared clean, as did the people employed there. I was happy to find that it was not terribly loud. The in-store temperature was comfortable. The product I was looking for was in stock, just as an online search had indicated. Checkout was pretty painless. Everyone smiled. No one yelled at me when I called. I don't believe I will make a purchase there again unless desperate.

For the purpose of this review, read "I was told" or similar phrases to mean "I have no idea if it is true, or will be for you." *The phrase "It is possible" should also be read as "I am not sure if this is true, either." *Feel free to finish the following phrase with this...

Not impressed

It's been one thing after another from the start...

I called the local Best Buy asked about the washer/dryer, asked if they do Military discount which they said they price match. They told me to bring a price in writing so I went to another store got the price and brought it to them. The gentleman then price matched 10% off but said he couldn't go quite as low because he didn't know if they included tax and couldn't match their lower prices on parts... I still decided to go ahead because it was within $30 off the lower price, I've previously had a good experience with them and I was already there. Plus I needed to get going to pick up my kids after. The delivery people were great, installed everything, made sure it worked real quick and were on their way. I followed their instructions to run the washer with just bleach the first time. the washer made this really loud grinding/buzzing noise, I immediately called and spoke with the store, they said nothing can be done that day because the work order needs to be closed out at end of day. I was told they'd leave a note (which they did) and the first person in would process it all to get it scheduled. (I already was told the delivery team had that week available) I waited until around 1, the earliest I could call that day to check since I hadn't heard anything back yet. This lady told me the machine was on back order and set up a time 2.5 weeks later... (Geek Squad said its not when they moved up delivery by a week) No one even touched it yet at that point. The lady escalated my case, I went in and spoke with the General manager of the store who also sent up a message about escalating it. I was first told I'd hear back within 24 hours. I talked to the store again after 24 hours, who said up to 48 hours but could be longer. I waited 48 hours, called corporate who transferred me to Geek Squad, then messaged the GM who said he put in another request to escalate this, it has now been 5 days since he said that and not one person from anywhere in the company has contacted me... Everyone seems to be ignoring the whole issue.

I thought I'd share so people can be aware of how unprofessional they're being about solving issues and...