Best Buy — Local services in Midlothian

I went to this location to purchase a refrigerator a few weeks ago. I bought the fridge from Ross, who is very nice and none of the situation has been his fault. The people who installed the fridge were nice as well, but they scratched the paint on my door frame and also scratched the door to the freezer of the new fridge. When the fridge was installed, it began making weird noises that were so loud that I could hear them at the other end of the house. I called geek squad and the soonest they were able to come out was over a week away. That was after being left on hold for over 45 minutes because they could not find the item number for my order, even though they had pulled up my account and could clearly see where I had ordered the product. I was told that someone would call me within 12 hours. But no one did. I tried calling again and was left on hold for 30 minutes and gave up. No one was able to come out to my house until a week after I had called asking about service. When the geek squad man did arrive, he had no idea what was causing the sound and said he had never heard of fridge making a noise like that. He advised me to do an even exchange and just get a new fridge of the same model. I was told that I would be doing an even exchange and receive the same fridge. I was also told that someone will be coming out between the hours of 4 to 8 in a few days to take away the old one and replace it. The men showed up right at 8 PM. After removing the noisy fridge, they brought the new one in and informed me that it did not in fact have an icemaker, as my previous noisy fridge had. So I was not actually doing an even exchange like the lady had told me at the store. I was not happy about this as I had paid extra for an icemaker. I was told to contact geek squad and they would schedule a separate service date to install an icemaker. The morning after the install, I woke up and went into my kitchen only to hear the fridge making the same extreme moaning and groaning sound it made before. At this point I am just fed up and no longer want this refrigerator so I go into the store and speak with Ross again. He and another man told me that they could exchange this fridge for a different model completely and since I had had so much trouble, I would not have to pay the difference. I found a fridge that was very similar and only about $100 more. Mind you, I had already paid extra for the icemaker which I did not receive. After about 30 minutes of doing this transaction, they told me that I could just go ahead and leave the store and that someone would call me once they figured it out. I get a call later to be told that they cannot actually give me the new fridge for the same price and that I will have to pay the difference, according to a manager who did not even speak to me while I was in store. This is by far the worst customer service experience I have ever had. I have now had four different people come into my home to deal with this fridge. I have been on hold for over an hour with geek squad several different times. I have had to remove food from my fridge while waiting for these people to come and reinstall it. My paint has been scratched off of my door in the kitchen and the original fridge that I was delivered was scratched as well. Not only do I not have an icemaker, but my fridge is still making the same ridiculous noise and I’m not being offered any solution other than to pay more...

I placed a TV order on March 3rd. The earliest delivery was March 9th so I chose it. That morning the guys from the geek squad showed up with my TV to install it. Once they put it up on the mount they discovered a great big impact hole at the top of the TV. Obviously this wasn’t gonna work so they took it back and told me to call the store. So I called the store near me at 1560 W Kroger Center Blvd in Richmond, VA. I spoke with Travis and explained what happened. He couldn’t get the TV to me until the 14th. That didn’t work for me. I offered to pay more for another TV, but the ONLY thing he could do for me was schedule the appointment for the 14th and told me they’d call me within 4 hours. That time passed and no one called so I went to the store. I went to customer service and they told me Travis would be with me shortly. After waiting 30 minutes another young lady started working on my issue. To her credit, she actually TRIED to help me. She made phone calls trying to get earlier dates, she tried with different TVs, etc. She made an effort and she got me a date for another TV for the 11th. I could work with that. But to do it, she had to cancel my original order and bill me again. Obviously the refund isn’t going to be in my account for a few days so YOU HAVE ALL MY MONEY, Best Buy. I don’t have an extra $1200 laying around to pay you while I wait for my refund. So that’s no longer an option. So I asked to have my purchase of the TV and install refunded. The young lady obliged, but I never received an email to confirm and she couldn’t print it. So she used my phone to take a screenshot. That was my proof of refund.

So after waiting a week I have no TV, my money is still tied up in the original purchase and to be honest I’m mad as hell. This has been the absolute worst customer experience I have ever had. I’ve worked in customer service for the last decade. If someone spent over $1000 and waited a week for a product that I couldn’t deliver on, I would upgrade them and deliver it to them personally in my truck. I would do SOMETHING to make up for my mistake to keep the customer and make them happy!

So I came home and had calmed down. I started looking at TVs again since I still need one. I found the same TV I had just ordered on the Best Buy website. It was CHEAPER and available for delivery for the 11th. I put it on my credit card and started to feel better about the situation. I signed up for mobile alerts to keep track. I hadn’t received anything since the order was confirmed and delivery is tomorrow so I logged online to check the status. IT ASKED ME TO RESCHEDULE MY DELIVERY. I already selected and confirmed the 11th. Now only the 15th is available. I called customer care online and she said the warehouse was out of stock on that TV. THEN WHY DID IT SAY AVAILABLE ON THE WEBSITE AND WHY DID IT LET ME CONFIRM THE 11th FOR DELIVERY!?

This will be my last purchase at Best Buy (provided this TV ever actually shows up). I intend on screaming about my experience to anyone that will listen and I’ll post this on every review...

TLDR: Best Buy failed to show up at my house for three scheduled deliveries in a row! I ended up canceling the delivery and picking it up from the store myself.

I am 48 years old and have dealt with large appliance and furniture home deliveries from many retailers in my lifetime including Lowes, Home Depot, Amazon, Cabela's, etc. My attempt in getting a TV Table / Media Center delivered from Best Buy recently is easily the worst delivery experience I've ever had.

The online scheduling process is cumbersome and unhelpful from a customer perspective. You pick a date in the system for a 7:00 to 7:00 delivery window and promptly receive a confirmation. Then then night before, you are prompted to select a delivery time... but the only option in the drop down is 7:00 to 7:00... pointless from a customer perspective! You receive another confirmation for a 7:00 to 7:00 delivery... and then a few hours later you might receive a smaller 4-hour delivery window. And then the next step of the process is for you to wait at home and never receive your item. And then finally, you work with Best Buy representatives to begin the entire process again.

The first attempt, Best Buy didn't show up nor did they contact me. Using the Chat help to deal with the issue was extremely slow... took 45 mins for the representative to find my order, confirm the delivery wasn't made, and refresh the system so that I could schedule another attempt.

On the 2nd failed attempt, at least a Best Buy rep proactively reached out to me saying the product wasn't in stock yet (even though it shows as in stock and many earlier delivery dates were selectable).

So we scheduled a 3rd attempt. Recognizing my bad experience, the representative tried to give me a morning window (normally they won't do this at your request, you just get stuck with what you get stuck with). I responded to text delivery system message a few hours later... again the only drop down was 7:00 to 7:00 but oh well. A few hours later I received a confirmation for a 9:00 to 11:00 delivery window. But later that night, after I was asleep, the system cleared my delivery window and requested I go back in again to reschedule.... this is four hours after I had already received a final confirmation. So of course the next morning I'm no longer on the schedule. I call customer service, get transferred to two different places, and then I'm asked to call back in an hour. I called back... again transferred.... finally somebody was able to change my order to a pick-up though she said "cross your fingers that this actually works".

The agents I spoke with all seemed to be doing their jobs the best that they could. I'm sure the people working at Best Buy know their system has significant room for improvement. I'm sure they know the process is a pain for customers. I'm sure it's a pain for them too! And yet here we are. It just so happens that the product I want is only available at Best Buy in this case. But I've learned my lesson, and going forward I will do my best to avoid this place if at...