Best Buy — Local services in Las Vegas

It took 2 1/2 months to get my Geek Squad warranty straightened out. I bought a TV in 2015 along with a 5 year Geek Squad warranty. It started going on the fritz a few months ago.

I first made the mistake of using their online chat to ask questions. I got nowhere except to be told that my warranty was not valid. It is. I then emailed what I was told to in order to provide proof that I actually had the warranty. No one ever emailed me back.

Then I spoke to someone on the phone who was a little more helpful and after I again emailed my warranty purchase receipt, managed to get a repair appointment set. A couple of weeks later the repairman came out. He was thorough and a nice guy, but when he called in no one could tell him if the part needed (the motherboard) was still available. He ordered it and said that it would be shipped to my home if it was available and they would come back out and finish the repair.

Two weeks later there was no part, but a repairman called me to tell me he was on his way. I asked if had the part, he said "no". I told him I didn't either,. He checked and found out that the part was no longer made, because that particular company went out of the TV business. He offered to bring me a replacement TV, but I declined because I would like to choose it myself and not just take what I'm given "sight unseen". He said I could come down to Best Buy and the manager would let me pick out a TV of the same value as my old one. He said they would mail me a shipping box to send the old TV back.

The next day I went to Best Buy and the manager told me that was wrong information and that I would have to wait for an email clearance from corporate to get a replacement TV sent. WTH?? The manager gave me his card and said to call him if I didn't hear anything in a week. I didn't, so I called. Actually getting ahold of a human on the phone proved to be difficult. When I finally did, I was told to come in and they would authorize a store credit for what I'd originally spent with which I could select a new TV.

The next Saturday I went to Best Buy only to be told by yet another manager that I should have brought the old TV with me and that without having it in their possession, they couldn't authorize the credit. (No one told me this.) However, she said that could authorize delivery of the new television in a week or so and they'd pick up the old one then. I said that would be fine, but when she tried to put it into the system the computer wouldn't allow the delivery. I asked why not and she told me that the computer said that the TV I picked out was an older model that wasn't being replenished any more so it couldn't be delivered. (How does that make any sense??)

I pointed out that there were 5 of them sitting in boxes in the showroom floor and asked what difference it made that they weren't getting more, a delivery is a delivery. "The Computer" apparently controls all and when it says no, no human can override it.

So I drove back on Sunday with the old TV jammed into the back seat of my car. Thank God for my son who was able to help me. After almost 21/2 months of back and forth in chats, on the phone, via email, and 3 times in person, I finally got the TV replaced. I don't believe I'll be doing any further business...

If you think buying from a big-box chain is the safe choice, think again.

We spent nearly $14,000 on appliances for a kitchen renovation, and it has been one of the most frustrating customer service experiences we've ever had.

We purchased an open-box fridge that was in great condition at the time of sale but it was damaged during transport, ruining the door and handles. We were told Best Buy would contact the manufacturer for replacement parts. After two delayed deliveries, the fridge finally arrive but it was completely destroyed. Best Buy attempted to pass off the damaged unit as if it had been repaired.

I spoke to store manager Natalie, who promised to call me the next day. She never did.

The same story with corporate customer service—it took two calls just to get a response from the store. Corporate customer service said they will have the store call me back, but I guess that request was ignored. Only after the 2nd rep sent emails to all of the field reps in the area, did the store respond back. It seems that the store manager Natalie only finally addressed it due to eyes on the situation from corporate. After a week of delays and “internal approvals,” they offered an "upgrade" to the newer model… for $5,000 more than what we paid. Natalie admitted the original unit was too damaged to fix. Because we had already built our cabinetry around the original fridge’s dimensions, we were essentially forced to accept the upsell or return the fridge entirely, which was a discontinued model.

We also ordered a $7,000 Viking range, only to be charged $400 for modifications on install day—charges that were never disclosed during the sale or in any communication prior to installation. The third-party installers told us that Best Buy should have sent a field survey rep to assess for these modifications in advance.

We tried to prevent this issue with the new fridge by requesting a field survey rep again. We rearranged our schedule and stayed home all day on a Saturday. No call the day before. No update the day of. Finally, at 2 p.m., someone called saying they were 20 minutes away after we’d wasted the entire day waiting.

Emails and phone calls go unanswered. No one takes ownership. The best Best Buy could offer was a $150 credit, which doesn’t even cover the full cost of the fridge install. Every “courtesy” somehow still results in us paying more, as the best they could do if’s half-off the install.

We spent nearly $19,000 and were consistently ignored, delayed, and upcharged. We still have more home renovations to do—but I will never spend another dime at Best...

Corrupt Business Practices.

I ordered the Oculus Quest 2 for my sons Birthday. I was suppose to receive it on the 12th as I ordered it for an overnight shipment. I never received it, so I contaced BestBuy first who advised that it was out for Deliver still. So I called UPS which told me the item was delivered and I should call BestBuy back and get a replacement or a refund. I checked my camera and asked neighbors to see if anyone by chance received my package, to which of course nothing. . I then requested a refund, so I could just enter the store to purchase it, but little did I know it takes 7 to 10 business days to receive the refund. I started the process and legit I have 3 e-mails that state I would receive the refund. Then I randomly get another e-mail on the 18th of March claiming my refund was denied and a product replacement would be denied and to contact my Local Law Enforcement LOL. Ok is the Local Police going to give me $409.98 back on to my card? NOPE, so I called BesyBuy's 1-800 number. . After calling I had no lie 9 reps I dealt with, why, because 1 they choose to to hire Foreigners without a decent quality English speaking sentences, 2 I was disconnected 3 times by the reps failed phone system, 3 I was given numerous different replies. I have transcripts of conversations and phone calls. BesyBuy basically hires anyone with no sense in customer service. I was told I would receive a refund, then I would have to wait 24 to 48 hours to get a reply about my refund, then I was told the denial e-mail was an error, then another rep stated they needed to contact the Delivery Service and go from their! . I then contacted my Bank to file a claim, because I did not receive the item and to be told basically thank you for your 409.98 and call the Police is like a "F/U" to my face. Uhh sorry my harrd earned money isn't just tossed out with the contact the Police and get no replacement or money back. . When I asked to speak with the Escalation Department they gave me the main 1-800 number and again a regular employee who is not escalation attempts to explain the issue at hand and again gives another different answer. I was told that the Escalation Department doesn't have a phone line and goes by e-mail only LOL ok sure. Then to top things off I again was told by another rep I would get a refund which again was not correct as I was told it was denied. I would never...