Best Buy — Local services in Sugar Land

On February 17, I purchased three major appliances— a washing machine, a dryer, and a dishwasher— from Best Buy. To ensure everything would be perfect, I also bought an extended warranty. The first shock came the day after my purchase when I received a text message asking me to reschedule the service appointment initially set for March 11. The earliest available date was April 2— 44 days after my purchase! The second shock was realizing that the appliances didn’t come with the necessary installation parts. I made this purchase through Best Buy’s live web chat with a sales representative, opting only to exclude the installation labor. It never crossed my mind that these machines would arrive without such essential components. These weren’t accessories but necessary parts for operation! The sales representative never warned me that I would need to purchase them separately. Moreover, the order confirmation screenshot sent by the representative clearly stated, “This item has services and parts included!” The third shock happened on the scheduled service day. While randomly checking my Best Buy account, I noticed an open slot for March 14. I immediately rescheduled my appointment, and the service team confirmed via text message that they would arrive at 10 AM. I adjusted my schedule accordingly. However, Best Buy’s partner, LSO kept pushing back the service time— first to 11 AM, then 12 PM, and finally 1 PM. I couldn’t wait at home any longer, so I had to leave, leaving my two daughters— one older and one younger— at home. The service team finally arrived at 1:26 PM, which I later confirmed through my security cameras. The fourth shock was the rudeness and carelessness of the service team. Even though my daughters asked the technician to wear shoe covers inside the house, he repeatedly stepped outside wearing them and then walked back in, which I could see from the cameras, along with the annoyed expression on his face. I also noticed that the appliances were delivered without packaging! Since I saw this on the cameras, I asked my daughters to closely monitor the technician and check for any visible damage. When I got home, my daughters told me that the technician struggled to move all three appliances by himself and that one machine scraped against the wall during transportation. However, since he didn’t take our questions seriously, they hesitated to object and say, “We don’t want this in this condition!” Instead, they simply took a picture of the damage. The fifth shock came from the response of Best Buy’s customer service representatives when I shared this terrible experience via text, phone calls, and web chat. • I was told, “We’re handling it immediately, you’ll be called today.” Yet, when Best Buy never called, these conversations continued with different representatives for three days, repeating the same sentences over and over. • Even after I sent a photo of the damaged machine still on the moving cart, one representative had the audacity to say, “How do we know you didn’t do this?” • I was told, “You need to bring the machine to us; we can’t pick it up. Once you bring it in, you can receive a replacement.” • Despite the order stating, “This item has services and parts included” I was told, “Sorry, you have to purchase them” when I asked about the washer’s hot and cold water inlet hoses and the dryer’s power cord. For an additional cost that was only about 1% of the total purchase price, these sales representatives showed no effort or initiative to resolve a disappointed customer’s frustration. In short, since we expected our new machines to arrive, we got rid of our old ones. Since that day, we haven’t been able to do laundry at home. We are still waiting for our new machine. If I experienced all of this just during the initial purchase, I don’t even want to imagine what I might go through during the five-year warranty period. It was a terrible experience. I think my next purchase won’t...

Bought a Cobra front & rear dash cam in May. Was told to contact National scheduling department to set install appointment. Only 2 locations available to do install, first on S. Gessner - 90 mile round trip - other in Pearland - a 116 mile round trip! Went with closer location. First words out of Technician was "Wow! This is the newest vehicle I've ever worked on!" NOT exactly reassuring!!! Anyway, device installed, we get vehicle back and are told "the only way to wire this is 'direct' (meaning it would ALWAYS be on.) With a vehicle this new it shouldn't be a problem so long as you don't leave the vehicle 'dormant' longer than 72 hours." WTH??? We decided to try it. Within 10 days, we have 2 DEAD BATTERY indidents!! On top of that, we suddenly have a 98% pixelated screen each time we get in the vehicle because TX exterior heat & device always ON heat = DAMAGE TO THE UNIT!! SOOOOO, BACK to our originating store we go! Explained what was happening & that device direct wired. Geek Squad member questions where device was installed. The NANOSECOND we say S. Gessner, this dude loses it!! S. Gessner technicians are idiots was the kindest thing he said!! Tells us to schedule reinstall at Pearland. So we do that. Get to that appointment only to learn 20 mins later that an "install kit" was needed (of course we had to BUY it) and they didn't have any in stock, so we have to reschedule once it comes in. So our total paid to Best Buy is now $612.06! It's been over a month and we STILL DIDNT HAVE A PROPERLY FUNCTIONING DEVICE!! WE'VE ALSO NOW MADE 4 TRIPS with ZERO CORRECT RESULTS!! Approximately 2.5 weeks later, we get the device installed - presumably correctly. Less than 1.25 month later, while driving in DOWNTOWN HOUSTON AT 4 P.M., the DANGED DASHCAM comes CRASHING DOWN onto our dash, then to the floor!!! I DANG NEAR HAD AN ACCIDENT!! WELL, a week later (scheduling was dicey) I get a reminder of my appointment ONLY TO LEARN they've got it set up as a "small device (drop off) service!!!" WTH??? Contact BB via "live chat." Explain for the 3rd time that this is an automobile INSTALL and NOT a small device drop off service! Chat dude assures me that my appointment will cover what is needed. (I got a copy of the chat sent to me, because I STRONGLY SUSPECTED that this dude had NO CLUE!!!) Upon arrival to the automobile install department at Pearland it is BEYOND OBVIOUS that I was correct in my suspicion!! Luckily, the auto install guys were able to (to date) correct the problem DESPITE them having NO IDEA I was supposed to be seen!! TRIED talking to a "store manager," but got a "Supervisor" instead. All I "got" (I wouldn't have actually accepted anything monetary had it been offered) was a "we hear this all the time. I'll be sure to let the GM know." So yeah, BEST BUY NOT ONLY DOESN'T RESPECT THEIR CUSTOMER, BUT YOU CAN'T SPEAK DIRECTLY TO ANY STORE, EVERYTHING MUST GO THRU THEIR NATIONAL CLEARING HOUSE, AND YOU ARE S-C-R-E-W-E-D once they have your money!!! To date, I have driven 606 MILES and spent $612.06 for a device that I have NO GUARANTEE will actually remain properly...

I’ve been a loyal Best Buy customer for years. I’m a Totaltech member and hold a Chase Best Buy credit card. But after months of unresolved issues, I’ve decided to stop doing business with Best Buy altogether. This all started in December 2024, when my washer—covered under Geek Squad warranty—broke down. It took over 30 days to resolve that issue. Since then, I’ve submitted three separate service requests for the same recurring problem, and Best Buy has still not honored a replacement, despite the issues persisting within the 12-month window. The most recent request was submitted on September 14, 2025. Parts were shipped to the wrong address, and now I’m scheduled for an appointment on October 10, 2025—but I still don’t have all the parts. This will be the third time the appointment is rescheduled, and once again, I’m looking at another 30-day delay. I’ve called customer service multiple times. I’ve dealt with technicians. I’ve messaged support through Facebook. Most recently, I spoke with a rep named Caleb who promised a follow-up and never responded. When I called customer service again, they told me they couldn’t find the part order in the system and asked me to call the technicians myself. That’s not my job. I’ve done more legwork than the company that sold me the warranty. This washer is for my elderly parents, who have had to carry wet clothes from the washateria back home because the dryer still works. I’ve had to step in repeatedly to manage this situation, and Best Buy has shown no urgency, no accountability, and no compassion. I’ve now decided to purchase a new machine from Lowe’s, where customer service is responsive, warranties are honored, and they offer 0% interest financing—just like Best Buy, but with far better reviews and reliability. I will also be filing a formal complaint with the Better Business Bureau (BBB) and exploring other consumer protection options, including reporting to the Federal Trade Commission (FTC) and leaving reviews on platforms like Trustpilot and ConsumerAffairs. Customers deserve better than silence and broken promises—especially when they’ve invested in extended warranties and trusted your brand to stand behind them. What a shame. Best Buy used to be a brand I trusted. Now it’s a source of stress and...