Best Buy — Local services in Murray

AVOID THIS LOCATION! I am still fuming from the poor customer service and dishonest employees all the way up the chain to the deceiving manager at this location. I have never had such an unprofessional experience like this in all my years shopping at Best Buy! We went in to buy a vacuum, a washing machine, and a dryer. Simple right?!?! The next three hours were hell! We felt like we were at a dishonest car dealership dealing with car sharks! We were dealing on a set of floor model washer and dryer. After promising us the floor model discount plus 20% off, which was a promo they were running, plus delivery we said that we would take the appliances. Then we were told that the decided that they can't deliver them because they were floor models. There just happened to be signs everywhere saying free delivery on appliances over $399... We were spending over $1300 including the vacuum!!! And they can't deliver?!?! We asked to speak with a manager thinking that he would side with us... well... what happened next was mind blowing!!! The manager came over and told us that not only are they not going to deliver, but they are also taking of the additional 20% they promised us!!! Mind you that we have been there negotiating for 2 hours at this point... new born baby crying and two little girls, 5 and 7, running around. The manager was very demeaning to my wife as she was trying to explain that we were promised the %20 with free delivery. Best Buy always delivers! It's what the company is known for! FREE DELIVERY!!! It's all over the store! They finally agreed to deliver the washer and dryer but they would not honor the %20 off they promised. The manager and respectfully turned his back on us several times and walked away during this conversation. After almost 3 hours we were finally walking up to the front of the store to make a purchase. That's where we found out that they were running another promotion. If we take the appliances with us the same day as purchased they would knock $50 off the price! Where was this in all of the negotiations earlier?! However, now that three hours of negotiating had happened we don't have time to go get a trailer or another vehicle to haul the appliances before the store closes!!! How hard is it really to live up to your promises!? Best Buy, you promised us 20% off and free home delivery and then took those away after we said you've got a deal! Our current situation is the washer and dryer are paid for but are still at Best Buy waiting for us to come back tomorrow to pick them up and bring them home. However, we now lose the $50 promotion because we're not taking them home the same day of purchase!!! I wish the story ended here but it gets much worse... While we were walking out of the store we heard several remarks from the employees of the store putting us down and telling others that they were sorry that they had to deal with customers like us and our children! One of the employees even said directly to me, "I'm sorry you have to put up with a wife like that"!!! All we wanted to do was to buy a washer and dryer and a vacuum!...

Firstly, I want to say all the individuals that work at this store have been very nice, helpful and easy to work with! The reason I feel my experience warrants a 1 star review is what took place after the purchase. My initial delivery was scheduled for May 11th for a home appliance, but then a few days after the purchase, I got an email saying that I need to schedule a delivery, so I called into the service hotline....that's where things went downhill. Their callback feature that offers you the opportunity to not wait on hold has worked 0/5 times. When you start the call, it says, wait time is about xx number of minutes, but I have waited more than an hour passed the approximate wait time. Today when I called to try to contact the delivery people, I was placed on hold and then shortly after, the phone sounded like we were in a wind-tunnel and I had to hang up. I have called them at least 10 times, all with similar results. I have not been able to reach anyone to get details about the delivery, so I am not even sure at this point if it will really happen, but I have to start work, so I can't keep calling back to a phone line I have had zero success with. The store employee was the one who was finally able to get today's appointment after that nightmare 4-hour battle with the appliance delivery scheduling line. Once again, the people at the store were all amazing, but I just can't buy anything from them again after this fiasco.

Update: I did get the machine, but the people who installed it pulled several screws out of a door that they passed. They didn't properly remove them so I could screw them back in. They must've put too much stress on the door because the screw holes are now stripped out, the screws were left lying on the floor and I have to go buy bigger screws to rehang the door. I paid extra for this. They did several other things that showed they were being very reckless. I wish I would've just done this myself. I was trying to save time by paying for the installation, but now I will be spending even more time fixing the drywall and waiting in line at Home Depot to buy new screws and the rest of my appliances for the rest of my entire life and my children's lives and my grandchildren's lives and my great grandchildren's...

THIS REVIEW IS DIRECTED MORE TOWARDS GEEK SQUAD! Ok so this is a long one but I’ll try to give the short and skinny. I purchased a washer and dryer in store at the Murray location and set up an appointment for delivery and installation, the individuals that assisted me in store were amazing and did a great job. (Thank you!) The day of the delivery I received a call from both the delivery crew and geek squad confirming my appointment window, the third party delivery crew arrived at my home and were careful with my appliances and got them where I needed them successfully, they then mentioned they did not have the installation kit ( hoses, dryer duct connection, drainage hose, power cable, etc) that I paid for in store with my appliances, he informs me I’ll have to call the Murray store and speak to a manger about the kit, I then notice the smell of alcohol coming off of one of the delivery crew but am not sure who. Great, whatever, I’m more upset about the kit. So I call geek squad back and Louie reassured me he has me covered! Louie, Greg and Rob from geek squad show up and save the whole day! Luckily they have spare parts and get to work, the only thing they didn’t have was a drainage hose, Louie then takes time to go to the local hardware store and purchases one to finish my installation! They even managed to fix a problem with my hot water connection that I’ve had for years! After getting everything installed they test both my appliances and Greg made sure I was informed about the factory coating on the dryer and to run the dryer empty for a while to get it to burn off so it didn’t stain or ruin my clothes! Rob made sure there were no leaks and was extremely focused on making sure my appliances were set up right! At the end of the day Louie, Greg and Rob saved this store a customer! Thank you so much guys! My washer and dryer work fabulously and I will recommend you guys to...