Best Buy — Local services in Tampa

My experience has 2 parts to it. The first was when I arrived at the store for the purchase of a washer and dryer unit with my grandfather and was assisted by Nate. He provided a five star customer service experience. He was amazing. He found a unit within the budget my grandfather wanted, set up the order, answered all of our questions and showed a lot of patience while servicing us. He gets 5 stars.

We were given a delivery date of 2/25/25 at the store.

The second part of this review has to do with Best Buy’s delivery and installation.

We were supposed to have our washer and dryer unit delivered and installed today.

Over the weekend I called 3 times. I canceled a haul away service as someone came to pick up our old units. I also called to find out the delivery window. It stated from 7am to 7pm. I explained that my elderly grandfather had drs appointments and needs a walker to get around so we prefer someone is there with him to answer the door and handle anything the delivery and installation team may need. I asked them to please provide a shorter delivery window as I work and we need to Find someone to be here with him. I also provided a time period which would be most convenient after I was asked to.

Not once was I informed there was a delivery issue the 2 times I called over the weekend.

Well… we never received our unit. I was late to work waiting to see if it would be fulfilled. I clicked on the chat option online and was given a number to call.

Upon calling them and explaining my situation, I was transferred to another number.

The person that answered my phone call informed me they didn’t even have the unit in the warehouse.

He stated it is not set to arrive until possibly March 3rd and wanted me to schedule the install for March 1st.

I asked why I was not notified as my email was attached to the order due to my 93 yr old grandfather not using technology. He stated my email was not attached. When I asked him how that was the case when I received emails with the order number on them, he could not explain it.

He told me he attached my email to my grandfathers account now. (Nate did that when I was in the store while next to him).

I explained my email was attached to my personal Best Buy account already and if he sends links for me to click on via email, it takes me to my personal Best Buy account and not to my grandfathers so I cannot access anything they send. This was already a problem when I received one of the order email notifications and I already brought it up to whoever I spoke with over the weekend as well as attempted to let him know that as well.

He completely ignored my letting him know that information. He told me (quite rudely) that I will receive notifications since he attached my email while speaking over me when I was trying to explain what has been occurring when I attempt to click on any links they send me for this order. I cannot access my grandfathers account. It connects me to my account and the order was placed using his account so nothing gets resolved.

I then asked why an appointment would be made for a date prior to when they would potentially receive the unit. Never-mind that it’s already late and delayed and will take another week to arrive if it even comes on time…

I explained I work Saturday and cannot miss my job for a delivery that most likely will not occur based on this past experience and when he was told the units “may arrive” as he never guaranteed their arrival date.

He then asked me when after March 3rd I would like to receive the delivery. I told him I will be contacting them once I speak to my grandfather to find out if we will be continuing with the purchase or seeking a refund.

The only reason I provided stars was because of Nate and his 5 star experience.

Phone team-0 stars. Delivery notifications-0 stars Receiving...

Very disappointed in Best Buy…::aka “Bad Buy”. I made a significant purchase several weeks ago and scheduled delivery for this week. Despite emails and texts from Best Buy confirming my delivery date, they failed to show up during the four hour window they had previously confirmed. And it gets worse. I finally get a call from a third party installer (I was supposed to to have Best Buy’s Geek Squad do the install) later the same day saying that he was going to Best Buy Tampa store to pick up my order to deliver and install but wasn’t sure when this would happen. Two hours later he calls from Best Buy warehouse to tell me they don’t have all of my order and suggests I should drive to Best Buy to speak to manager as the the best course of action to get this corrected. I did just that. I drove to the Best Buy store and spoke to the manager, Eric Espinosa. After about 10 minutes of waiting, he confirmed they dropped the ball on my order and that it would not longer possible to have the delivery and install that day. Worse yet, he couldn’t even cancel my order that same day because of the screw up in their system. I should have ordered directly from Samsung or Amazon and would have saved myself a lot of misery. I wouldn’t be surprised if Best Buy follows the same path to oblivion as Circuit City did many years ago.

Postscript:

To summarize:

I ordered almost 9k worth of product on 12/13 and was assured of a delivery and installation date of 12/26.

On 12/26, you failed to show up at the appointed window that you had confirmed by email and text several times.

On 12/16, after the window of delivery had come and gone, I get a call from a third party installer who says he will go to your store to pick up and deliver and install my order. Two hours later he calls from your store to tell me that there is a problem with my order (missing one of the two TV’s) and that in his experience, it would be best if I came to the store to get Best Buy (aka “Bad Buy” ) to correct the issues.

I go to the store on 12/26, and get a manager, Eric, who confirms that you have dropped the ball and that Best Buy will have to reschedule the delivery and installation date.

I endured several emails from Eric, who seemed to have issues with the Best Buy computer system and ultimately, the best you could do for me was “possibly” deliver and install my order on two separate dates (Jan. 12 and Jan 13), more than 17 days after the original scheduled date. Apparently, when “Bad Buy” screws up an order, the customer must go back of the line and try again and simply hope the Bad Buy gets it right the second time around.

Needless to say, I canceled the order (the Manager once again had problems canceling the order himself and so I went directly to BB’s customer service which was able to cancel immediately).

Best Buy failed on a large order and did absolutely nothing to try and expedite and fix their mistake. I have purchased a significant amount from BB over the years and going forward, they will be my last choice when buying TV’s and other...

Purchased an Insignia Washer/Dryer set in May 2024. Defective washer visit in June, it was replaced due to “suspected broken rocker arms and I refused to have it “repaired” under 30 days old. Washer #2 arrives in June. August/Sept 2024 washer now sounds like a jet engine running, goes off balance with 7 pieces of delicate clothing or a load of a weeks worth of shorts an tshirts, call back, need service, end result, All 4 rocker arms replaced. LESS THAN 90 DAYS OF REPLACEMENT WASHER. I read hundreds of reviews before I made this purchase, very few bad ones. I am now convinced perhaps people get rewarded to write positive reviews despite owning the appliance. Had I NOT bought a service agreement, this service call, parts and labor would have been out of MY pocket as Best Buy only has a 30 day return policy. SHAME ON YOU Best Buy for selling these junk machines. I’m still considering calling 8 On Your Side and I will never step foot inside one of your stores again!

Here we go again as of October 2024. This might be the most comical/pathetic story of the year..... I purchased a combo Insignia Washer/Dryer from Best Buy online in May of 2024. Washer defective and REPLACED in June of 2024. September of 2024, SECOND washer had to have new rocker arms installed. Mind you, Best Buy only gives a 30 day money back guarantee. Thank goodness I purchased an extended warranty, otherwise the rocker arm repair would have been out of MY pocket. NOW there is a dryer issue. Tech comes out September 19th 2024 and says I need a new circuit board for an appliance that is ONLY four months old. Part has to be ordered and a return appt made for 10/12/24. I was out of town due to a death in my family but made arrangements for someone to be at my home from 12-4 for the scheduled, confirmed x 3 appt, got a call from my daughter at 5:35pm 10/12/24 that no one had shown and she had to leave for work. Called Best Buy immediately only to be told their records reflect the repair was completed?????? Spoke then with a "Supervisor" who stated they would look into it and that I would have a return call within 24/48 hours. NO CALL BACK. On Monday 10/14/24 I called again. This time I am told the repair was NOT done due to the assigned tech having an emergency. Ok, we just had the second hurricane in 2 weeks so I'll try to be understanding but SOMEONE should have called me to let me know repair was not happening.I then ask when my dryer might be fixed and the next available appt is 10/29. THAT IS NOT ACCEPTABLE, my dryer has been broken for over a month. Again I am promised a call back in 24-48 hours and AGAIN, nothing and today is 10/16/24. If all this isn't mind blowing enough, today I am trying to do laundry and NOW my washer is on the fritz again, the washer, the second one that just had new rocker arms installed last month does not want to spin cycle correctly.

Today there is ANOTHER APPT scheduled. I want a full refund or I take...