Best Buy — Local services in Phoenix

Be aware of deliveries. I purchased a TV on Monday before Black Friday. The Black Friday sale ran that whole week. I called the store, but was informed the Ahwatukee store I called, my local store, doesn’t accept phone calls and everything is routed to a call center. None of the stores you call pick up. It’s all routed to a call center.

I purchased the TV through the call center, because I already knew the one I wanted and thought it would be more convenient. The delivery was set up for the following Saturday. Saturday came and the delivery drivers drove past my condo twice and left.

I watched the box truck drive west through the lot, then 2 minutes later east. I walked outside figuring they were having a hard time seeing the building numbers? I stood in the parking lot in front of my door, but the truck just turned onto Chandler Blvd and left.

Best Buy never called. I contacted Best Buy and the customer service representative told me they contacted the driver and the driver told them they knocked on my door at 9.10am and no one answered. That was a lie. They also said they came back at 9.30, that was a lie.

I was on the phone with Best Buy at 9.30am. Eventually they said they didn’t have my building number, but I told the call center person my building number and that it was located directly above my door. This was by far the worst experience I’ve ever had buying something online, or in this case from Best Buy over the phone and having it delivered. Best Buy is trying hard to compete with Amazon I’m sure, but wow was this a bad experience.

On top of the delivery drivers not stopping or calling and just leaving the parking lot, Best Buy sent all my receipts to the wrong Email address because they confused me with somebody that had the same name and a Best Buy account in Hartford Connecticut. The TV receipt and refund was not even on my Best Buy account, it was through a guest account that was set up by the Best Buy call center. That made it difficult to find the TV purchase receipt and the refund receipt. It was never under my account. Somehow my account Email address and phone number was all mixed up with someone else on the other side of the country. At least AAA has regions for their services. Best Buy can’t tell the difference between you and someone else with the same name in other states.

I did end up buying a TV from the store the day of the failed delivery and took it home myself. Best Buy delivers everything from the East valley warehouse regardless of what store you buy the TV.

I’ve never had a problem with literally anyone else delivering something to my condo, or any Uber drivers finding my place. Best Buy’s phone service and out of store purchase and delivery process is horrible. You’re helpless if they screw it up and the day of your delivery, after waiting a week won’t happen. You will be using texting services and chat, sitting on the phone with call centers when everything blows up.

You’re better off buying an item in a store that has the item in stock and taking it with you. Getting involved with their online services and phone order service went so poorly for me, I don’t have any confidence in it at all. There are fundamental issues with how they’re running their out of store purchases and deliveries that make it extremely unpleasant when something goes wrong.

The fact that they also confused me multiple times with another individual’s account in Hartford Connecticut is unbelievable. A few months ago I received a phone call from a TV installer who is on the way to that guys house to install a television on the wall. I said, I’m in Arizona dude.

I think that may have been corrected now, but just know, when you’re having something delivered, you’re not dealing with the store where you got it.

You’re going to be dealing with Best Buy call centers and employees who don’t speak or understand English well, looking at...

On December 1st, my wife and I visited the Best Buy off Ray and I-10 to resolve an issue with a defective 75-inch LG TV we purchased. Upon unboxing and turning on the TV, we immediately noticed random purple spotting on the black screen in the left center. We came in seeking either a replacement or an upgrade. We were directed to the Geek Squad manager. Unfortunately, he was dismissive, condescending, and unwilling to help. He claimed that manufacturer defects “never happen” and insisted the damage was our fault. He refused to acknowledge the possibility of a defect and warned that if he “allowed” us to exchange or trade the TV and the new one also arrived “defective,” we would “better like it because we would be stuck with it.” He even implied that we were incapable of setting up the TV correctly and should have paid for installation to avoid the issue. Although our initial goal was to leave with a replacement or upgraded TV, the experience and accusations we faced led us to decide that we no longer wanted a TV from Best Buy. Frustrated, we went to the customer service desk to request a refund, only to be told that returns “cannot be done on Sundays” and must be handled by phone. When we asked to escalate the issue, the manager refused to provide contact information for the general or district manager and directed us to call the delivery service number for corporate information. When we called, we discovered that this, too, was false. Thankfully, when we spoke to the return/exchange phone service, the representative was very helpful. After explaining the situation, our TV was refunded immediately without any hassle. She also confirmed that she could not provide corporate information, which contradicted what we were told in-store. Realizing we had been lied to multiple times, we drove to the Chandler Mall Best Buy and spoke with Connor, the manager there. Connor was extremely helpful, professional, and honest. He confirmed that most of the information we were given at the Ray and I-10 location was incorrect. He assured us that manufacturer defects do happen and that our case should have been handled properly from the beginning. In fact, after looking into the issue further, we found multiple reviews citing similar problems with our recently purchased TV, specifically related to the purple spotting we experienced. Receiving a defective product is frustrating enough, but being accused of mishandling it and essentially being told we were “out of luck” was unacceptable. Based on this experience, we won’t be taking our chances with Best Buy again.

It’s been over 3 weeks and Best Buy has yet to reach back out to me. I’ve reached out the store manager, general manager, corporate and no response. They apparently don’t care if their employees lie and make up rules on the spot that don’t actually exist. Buyer beware you are gambling with your money here and are at risk of being lied to and scammed. (Best Buy please don’t respond to this with your same generic boiler plate response you respond with to all negative reviews. I did my job as a consumer, can reach out to me...

The physical Best Buy store deserves a 5 star rating, and the corporate, online store deserves a zero or 1 star rating, based on my experience. My experience with the Ahwatukee store and the one in Chandler has been excellent when purchasing something within the store. My experience with ordering online or ordering from central inventory within in both stores has led me to NEVER ORDER from BEST BUY again. Let me explain my rating. Staff of Best Buy are friendly, knowledgeable and helpful. It is my go-to store for electronic equipment, supplies and appliances - if they are in-stock. The selection of TVs and in-store appliances is excellent and a little less so for mobile phones. I like going to the physical store. Now let me explain my zero to 1 star rating for corporate inventory orders. During the pandemic we engaged in some remodeling like so many of you. While in store one day we ordered a stove top and hood from Best Buy. We were given delivery dates, which were then delayed and then delayed again until finally we were told that Best Buy could not give us a likely new date. I had presumed, despite the supply chain issues that were already evident, that a Best Buy MIS (Management Information System) was used that queried inventory and responded with whether the product was or could be made available within a reasonable time. Ultimately, I gave up on Best Buy for the kitchen items, and I went to a local store - Spencer’s - and to Home Deport. Both delivered products as promised. Still believing that the Best Buy MIS and delivery issues I had encountered were due to pandemic supply chain problems, I proceeded to order, while in the store, a refurbished iPhone for my grandson. The day before the promised delivery date, I received an email from Best Buy, stating that the iPhone may be delivered 2 days later or, perhaps it would arrive within 10 days but that my money would be refunded if it never arrived. Since this was a birthday gift, I went to Best Buy, cancelled the likely undeliverable order and ordered another. In speaking with a customer service representative, I asked about the MIS, having assumed that an electronics store would be using an integrated, sophisticated MIS like Target uses. I was told that the MIS system was not nearly what I had thought. Still I ordered again. The second refurbished iPhone arrived on-time. It’s case was scratched in multiple places and even its screen was scratched. Refurbished? Anyway, I returned it. The store representatives told me that they couldn’t control what central...