Best Buy — Local services in Sterling

I used to shop at Best Buy for years when their Reston location was open- never had a problem. Even purchased a microwave about 18 months ago at the Sterling location with no issue. So when I knew I was having a full kitchen remodel, they were in my places to compare prices when it came time to purchase new appliances. I knew exactly which items I wanted, had them printed out from the website making it easy to purchase in store. The sales associate was nice, the manager on duty assisted with the sale and they both convinced me to purchase on a new Best Buy Credit Card since it was a holiday weekend and I was making a sizable purchase, I'd get a nice certificate back which could be applied to my purchase when issued. The sales associate even said she'd flag it so she could take care of it when the certificate was issued. I purchased the three appliances and set up the delivery for the following week.

Which was where the issues started. I never got a call giving me a time frame as to when the items would be delivered- not a huge deal as I could track it on their app. But oddly the refrigerator kept saying "reserved" and when the delivery truck showed it was not with the two other appliances. And of course, they had no idea. No notification from Best Buy at all. I then call the store and am told the fridge is out of stock and they don't know when it'll be in and they are looking for a "replacement to offer." And the claim would be escalated and I'd hear something in 3-5 business days (it was a Saturday). Um, NO. I just purchased it the weekend before and now it's out of stock? Why was it sold in the first place? So I quickly went to another store, easily purchased the same fridge and called Best Buy back to cancel the one that I'd paid them for and got the refund.

THEN, the certificates for my credit card show up and the sales associate leaves me a message to call her back. Instead I go to the store. She is unable to apply the certificate to my order because I had a return on the order. A "return" for an item I never received because it was mysteriously now out of stock. She says, "isn't there something else you want to buy?" Um, no. She gets the manager and he does some override and applies the certificate.

THEN, I get home and look up my account and notice there was no credit for the certificate AND then look at the receipt and find it was applied to a COMPLETELY different order. The items were not even remotely close to what I purchased. Someone else just got a discount/refund that wasn't even theirs to receive. So I go back to the store the next day talk to the same sales associate and manager and show them the receipts. They are perplexed and "can't figure out what went wrong" and I'm asked "can we just give you a store credit in that amount? Um, no. I have no intentions of shopping here in the near future and wouldn't have applied for this stupid credit card if it wasn't for the certificates/refund I'd get in the first place. When realizes I wasn't giving in, he then did a refund on my account- which I verified with my online account before leaving the parking lot.

So, clearly their systems don't talk to each other. Selling items that are not in stock or available. Then orders and accounts that get mixed up. Training issue? Lack of competence? I don't know, but my lesson here was I shouldn't have tried to save a couple hundred dollars (which ended up being much less) when the other store I purchased appliances from was completely...

Last year I purchased the Tech Support and 2 back up cameras... I had one installed and one that needs to be installed... I knew my Tech support subscription may be up so after being unable to schedule an install on line, I went to the store.  (Best Buy Sterling VA)I spoke to them and told them I needed to buy a car radio to be installed and set up installation of a back up camera.My subscription for tech support was expired so I got a new one, Last year I paid under $200 for support.  This time they tell me it's $200 and includes computer software protection which I do Not want.  Since I'm getting installation on 2 vehicles I get it anyway.  I then tell him I need to schedule the installation... His reply... Oh sorry we don't have a tech at this location...You'll have to CALL another location to get an appointment... I then call 5 different  stores.  After a 4-8 minute process on your automated system each time, I am told each time there are no appointments available until Dec 23 or January.So I just paid $200 for a subscription that expires in 1 year and I can't use it for 2 months!.  Not only is this unacceptable to wait that long but the worse part is I'm only getting 10 months use of a 1 year program and NO ONE told me that when they sold me the subscription.  So I begin the 3 hour saga of trying to call customer service to get a HUMAN to discuss this issue with... After no less than 5 phone calls of 10-20 minutes each I am told each time they need to transfer me to a different dept to help me... I told the story over and over each time to be told I would be transferred AGAIN.  And each time no ONE asked for my name. I was so frustrated I drove to ANOTHER Best Buy to speak to a Manager in person.  I was directed to the on duty shift manager ( Best Buy Leesburg VA around 2pm)I asked to speak to her privately so I could relay the whole story.  Her response was that the tech program was for many services so that's why they would not have mentioned the appointment shortage.  To which I responded that I made it clear when I got there that was what I needed.  My suggestion was that they should not be selling a service they cannot perform for 2 plus months with out full disclosure... Again, no interest... I finally looked at her and said, "you haven't even asked me my name."  She then offered for me to write it down.Seeing that nothing would be done I asked her how to get my money back for a service I cannot use... I reminded her I had been on the phone for over 3 hours trying to get help... She said I would have to call the number on my receipt to get a refund!!! So AGAIN I call... and go througt more automated systems... And am told.... They should have refunded it in the store because now it will take 14 days to get my credit back on my card. I can promise you I will NEVER buy form you again.. I have never spoken to so many disinterested "Customer Service" reps from one company.  You have a lot of work and retraining to do and you've lost a customer in the process.  And I can assure you that since on one from your company seems to care, I will be sure to post this review ...

Next store to close is Best Buy! Someone sold a 20k worth of hood and stove which is uninstalled and still sitting in my garage ..please didn’t call their customer service- people pick in Panama City and Guatemala and have no idea of what they are talking and my issue is still unresolved

PS: Responding for your response - if I were you, truly who want to solve a customers issue would call Best Buy, Sterling, VA and find out the name and details of the customer and get to the weeds of the issue, instead of asking me to reach your sources

Here - more details on the issue

Thank you, Jose for 'actually' helping whilst the customer care and google reviews only appear to help!

Now for the actual problem, Aisha, sold us an almost 20k worth of Viking stove and hood. The stove got installed, though the stove itself has issues, but we will keep that for another day.

The problem in hand is my husband and I had to come into the Sterling, VA store after wasting hours and hours of phone calls to customer service which goes to Guatemala and Panama cities where people have no idea about what they are talking about. Our hood has been sitting in our garage for more than 3 weeks not knowing what to do. For starters, the people who came to install the hood, came and delivered the hood, though we paid for installation and we asked who is going to install it. They said they did not know and left. I called the customer care and asked your installation team to come, who came after a lot of reluctance, and to our dismay said we purchased the wrong hood and he did not know how to install it and left no details with us. Again, called the customer care many times and begged them to come and install the hood and they finally agreed for a site survey. The site survey folks came in and did not add any details in your system. It appears that the installation team, customer care, sales and marketing team don't talk to each other. I spent 4 hours on the phone to various people on the customer care line and finally got the site survey details and forwarded that to Jose, while I was at the store today. After being absolutely helpless, my husband and I had to carve out time to come to the store directly to have this figured out.

The installation people cancelled on us once and came here 3 times and yet did not install the hood. We have to go into work and the days these people say they are coming, we have to take off from work and obviously everyday we don't go to work we loose money too and I am not sure who is going to compensate the time and money we loose in this whole deal.

The sales team seems to be very enthusiastic in selling the product to us while no one is there to actually see if the customer is satisfied.. The business process is pathetically broken and someone needs to actually fix this as you will loose many more customers.

I am really hoping someone here in this chain will take the lead and help!!!

Now see...