Best Buy — Local services in Oklahoma City

Seems Best Buy Executives and corporate offices prefer to remain isolated from their customers. This is why I am posting here. My order number was for a refrigerator I purchased last week that was supposed to be delivered on Tuesday.

My original delivery window was for Tuesday, 6/14/2022 between 12:00-8:00. Yes, an 8 hour window in this day and age, meaning I had to reserve essentially my entire day for this delivery. I was told the day before delivery I would receive a narrower window, which ended up being 12:00-4:00.

At 10:27 Tuesday morning, I received a call that the delivery team was leaving for my house and would arrive in about 25 minutes. I was excited and appreciative of the early delivery. However, I received a second call right after that first call apologizing, saying my delivery was not on the way as they could not find my fridge at the store.

The delivery team was kind enough to give me the phone number for DOD, which I promptly called. The agent was kind enough and called the delivery agent and tried to contact the store. The delivery driver was handling a delivery but said he would head back to the store and see if had been, or could be, located.

I did learn the refrigerator had been received at the store on the 11th, but no one seemed to be able to tell me why it couldn't be located other that the store is a mess due to construction. I was told I should hear back in about an hour.

Two hours later, after not hearing a status, I called DOD again. This time, the delivery team was in the middle of an installation but said they would head to the store after to see if the refrigerator could be found. The customer service agent also emailed leadership at the store for a status. She told me I should hear something in about an hour

THREE hours later (about 5:30 pm at this point), I called again. This time I was told the delivery team was on their way back to the store and would contact me within 20 minutes. When the delivery agent called, he said it did not appear the refrigerator was at the store. The store manager was not present. He said either the system was incorrect in saying it had been received, or the store sold it to someone else.

So, I now have a complete day wasted that I cannot get back. This morning, I made sure we had everything ready. I bought ice for my coolers this morning, emptied the old fridge, and had everything staged and ready. I followed my part based on the prep list I received from Best Buy to ensure delivery went smoothly.

All day, just to not receive a refrigerator that was prescheduled for delivery and installation. And it seems the store's leadership team doesn't care as I have to assume no one ever responded back to the customer service rep from my second call today.

The delivery driver said he was emailing the store manager, and would ask him to call me (I'll let you guess the result of that email so far).

I had a lot of options for this purchase, and I chose Best Buy. Everyone had it for the same price. I deeply regret my decision. And in trying to find a way to contact Corporate about my experience, the ONLY thing I could find is an Investor Relations email address. It is clear there is no customer obsession at Best Buy. From the executives isolating themselves from the customer to store leadership clearly not concerned, it seems to be cultural. And as a result, I wasted my entire day allowing this customer experience to develop into this jewel.

I tried to get through on Facebook Messenger. I got an initial response, but no follow up response over the last two days. Did I mention this seems to be cultural?

Thank you, Best Buy, for offering clarity in today's marketplace. Oh, and by the way, I need the refrigerator I paid for! How is this situation going to...

Very displeased with this location's practices. I was looking for a phone that they said wasn't in stock, but that they could order for me on-site. I chose to go with installment payments and paid the first installment and for the $200+ warranty package for damage, theft, etc. I was informed that it would be delivered to the store for pickup on 11/06, and given a receipt that confirmed this date.

Now, if there had been a delay or something, that alone wouldn't have been an issue. However, the problem was a bit more involved than that. I arrived on the sixth to pick up the phone, only for everyone I spoke with to be confused because the order was listed as "unscheduled," even when using the receipt and order ID for reference. It turns out that I wasn't informed it was a back order when I made the purchase and not only was the phone not set to arrive on the date I was given at the time, but that no one had any idea when it would arrive or even IF it would arrive.

I was told that if it hadn't arrived within 30 days of the purchase, I would have been informed and it would have been canceled. While I can't speak for any other customers, I find that to be unacceptable. I asked how long it would take to ship when I made the purchase for a reason, and that reason definitely wasn't because I felt like sitting around for a month wondering if I would even get the product that I was purchasing.

It would be one thing if I'd been told at the time of ordering that it was a back order and they weren't sure when it would arrive. It would be one thing if something happened after I made the order that delayed it for an undetermined period, and they had made an effort to communicate this change in circumstances to me when it happened. They did neither, instead simply leaving me unaware that my order was effectively delayed until further notice. So essentially, I was either outright lied to by the salesperson (if they were aware it was a back order from the start), or I can only assume that Best Buy values its customers and their time so little that they couldn't be bothered to inform them of a very significant change in the order.

If they'd been honest with me from the start, or communicated the issue to me so I could consider my options rather than just leaving me to wait indefinitely without warning unless I arrived on-site to ask what was going on, then I probably would have been willing to purchase a different version of the phone or a different model. I probably even would have been willing to pay a bit more for it. However, after how this situation was handled, I have no intention of giving this location (and possibly Best Buy in general) any further business.

This isn't to disparage the the employees I met with, though. The people I spoke with when I went to pick up my purchase and learned about the situation were very pleasant and patient, even though I was clearly frustrated with the situation. I wish them nothing but the best. However, either someone working at this location or some type of company policy failed...

My wife and I bought a brand new whirlpool fridge in 2022 and the compressor went out in only 13 months. We have a 3 year warranty on it but it has taken 3 weeks to try to get it repaired and ... Still waiting. We've already lost over $300 in food and spent much more to try to eat out and "enjoy" food out of camping ice chests in the kitchen. Not to mention 2 missed days of work waiting on their service people (only to have them diagnose the same issue twice even though my wife and I already knew the problem).

Thanks 'Worst Buy' !!!

UPDATE: 5/16/23 We were told by the 3rd party OKC company that Best Buy uses for repairs ... Guinco Service ... That our refrigerator would finally be fixed today, Tuesday, 5/16. After two service men came to the house for a 3RD TIME we were informed the wrong part had been ordered and we have to wait until the end of the week for what will be a 4TH VISIT to our house to fix the refrigerator compressor.

It just keeps getting worse ... One year old fridge!

UPDATE 8/8/23: Our ice maker went out right after they replaced the compressor. We haven't had reliable ice production for two months. We are soooo feed up with this 15-month-old unit. Geek squad is coming to look at it again for the second time in 2.5 months.

UPDATE: 8/25/23 Geek squad repaired the ice maker from 8/8. It broke again in just two weeks. And the water also stopped working in the door dispenser. Not sure where we go from here but Best Buy, you are about to see me live and in person.

UPDATE: 10/13/23 Now having our sixth repair person at our house for the same refrigerator (1.5 years old). We are convinced Best Buy and the Geek Squad will do everything EXCEPT replace a faulty appliance. Instead, they will inconvenience you and your family, rob you of valuable work time, and do nothing to make you feel taken care of other than send repair man after repair man (and their shadowing trainees) to your home to pretend to fix things once and for all. I'm sure they can't wait for our warranty to expire so that we can be left hanging....

UPDATE: 10/25/23 12 days after our 2nd ice maker repair in a year and we are still waiting for this thing to make ice. I'm convinced Best Buy AND the Geek squad are no longer in the business of fixing things the right way. They are in the business of delaying things until they've squeezed every penny from every warranty claim they can make to their...