Best Buy — Local services in Milford

We wanted a wall mount TV in the living room. Where else do you go than Best Buy right?

I had their consultant come out, look at the room and talk over sizing and how they’ll install. He gave us some high-level info, and told us to meet him at the Milford store to pick out the TV and sound bar we wanted. All seemed good.

In the store, he guided us along the selection process, and we placed the order, install and Geek Squad protection. Yay!

Unfortunately, when The installers were here (great crew), they discovered the consultant ordered the wrong sound bar mounting bracket. The techs told me to call the consultant and he’d fix everything. After leaving him 4 voicemails and 2 texts, I went to the store and talked to the manager. She was really annoyed at the consultant and promised he’d call me and rectify. After a week, I called the manager to follow up. Left her a couple of messages. Since she wouldn’t return my calls I went back to the store. A different manager was there, and this guy wasn’t going to let me leave until the issue was fixed. Apparently the consultant sold me a discontinued sound bar and they didn’t make the mounting bracket anymore. The manager said he found the solution and the techs would be at the house in a couple of days to fix things.

Yep, they came as promised! Problem is, they didn’t really have a bracket. They pieced two together and it worked! Unfortunately within a couple of days, we noticed it sagged a bit. Ok, not optimal, but it was mounted.

Fast forward another 18 months, the Wi-Fi was crapping out. We scheduled the tech and they ordered a part. The day the tech was supposed to arrive, he had to cancel because the part was never actually ordered by them. Had to reschedule. Eventually the part came and the tech came and replaced it. Issue wasn’t fixed and we also noticed an issue on the screen. They came back to diagnose the issues. His determination: we would need a replacement tv. No worries — I got a 4 year protection plan!

I called and the center agreed I should get a new TV. They asked if I’d like the protection plan on that. I was confused, I was 18 months into a 48 month plan. Why don’t they just continue it. They said the replacement consumed the agreement. They asked again if I’d like the plan. I said for free, sure. They said it wasn’t possible. So my options: get a new TV and if it broke in a couple months, I’m out of luck, or pay even more for a TV I didn’t want to replace, wasted a dozen hours fixing, and now would have to go through the same process if there were issues again.

So I won’t be giving Best Buy money for that. They can give me the new TV that I didn’t want and consume my plan 30 months early. I won’t buy anything else there. Target, Walmart, Amazon or DirectBuy will be just fine. Buh...

I have had some real problems with this store. Recently I preordered a samsung galaxy 8. When going to the store to pickup and swap my service from Verizon to ATT, there was an issue which prevented the port. It took them 4 hours (no exaggeration), of me waiting in store while they called tech support and customer support of the respective carriers, until they were able to resolve the issue.

Second problem, purchased a 55inch Oled lg tv. Purchase and delivery went very smooth first time around. Had the tv for 4 days and found the panel had a searing white dead pixel. Nobody's fault mind you.

I contacted home theater who directed me to geek squad. After about an hour of waiting on hold and being told to call the corporate geek squad, which was incorrect, I was finally told I would need to exchange the tv, as it was still under the 14 day return policy.

Now mind you I had opted for the delivery and in home set up along with the 5 year warranty. I was told by the manager Chris, that I would need to bring the tv back myself. So I repackaged the tv and returned it. Upon reaching the store and speaking with a very nice young lady, I was informed I was given the wrong information and that they would have arranged for pickup and delivery of a new tv.

Needless to say i was upset by the serious lack of knowledge on how to handle these types of customer service issues, and from the management no less. I was offered an apology but no compensation for my time and aggravation.

Beware buying big ticket items, if you have an issue you may find yourself dealing with this nonsense of exchange or return.

Update. I was scheduled for delivery of my new tv on thursday between 12-4. It is now 5 and no show or call. Spoke to dispatch and was informed they were busy and sorry they did not cal,l but no current eta...

I was given a item (keyboard mouse combo) as a gift from my wife that I do not really need that came from Best Buy (a vacuum and a speaker). After the return policy on the website my understanding was this: If you have an item from Best Buy that was given to you as a gift and if you do not have the receipt, gift receipt, or the phone number of the person who gave these gifts, you would still be able to return the items to the store for store-credit only.

When I brought the items to the store this was not the case, a manager was called up and he informed me that if I did not have a receipt there was nothing that could be done. I showed them what the website says which is word for word: We will provide you store credit for the purchase price of a gift you return in store. She stated it was at their discretion.

So my question is what is the real return policy for a situation like this? I feel like I've either been mislead or I am missing something. It seems like my race definitely played a part in this. Very disappointed.

I will have my wife return the gift with her credit card (very annoying) seriously considering returning my $1800 washer I just purchased from...