Best Buy — Local services in Town of Wallkill

I do not buy a lot of electronics, but when I do I try to use Best Buy. I went to Best Buy to purchase a television because they do have a good display to see the quality of what you are purchasing. The associate came right up to me and asked if I needed assistance. He walked me through the televisions I was looking for but could not experience sound quality with any television (OK I was willing to purchase a sound bar if needed anyway) I purchased an upgraded Television from what I was looking for and a 5 year warranty. I needed delivery service, Best Buy tells you when they can deliver (I understand because they are Not Santa Clause and are able to deliver to everyone on weekends). So they only deliver one day a week to my area (Weekday 5 days later). The associate informed me that I will be receiving a message the day before with delivery instructions, at that time they will give me a time frame then the day of they will call me 30 minutes before delivery. The day before I receive that text " Get ready for your deliver" with a link that has a check list to verify you are in compliance with their demands for delivery. I then received a conformation "all set delivery scheduled for tomorrow 7Am to 7Pm. Now I have to take a day off from work (still OK, I understand this has to happen some times). Tomorrow comes, Around noon I am curious on why I have not received a phone call yet. I pull up the text message with the link to see if possibly there was an update, yes there was my delivery is scheduled for 1pm-5pm (a little frustrated that I waited this long because I was not aware there would be updated information here). 5:20pm no phone call. Now I pull up the text again to go to the link, I see "speak to an Associate", called the number I go through the automated system, NO option to speak to an associate I went as far as asking for delivery status "your delivery is scheduled for 1pm-5pm today. I go through the automated system 3 TIMES, "how can I help you", my response "Associate", "tell us what you are looking for so I can direct you to the proper department" my response "delivery", then the system proceeds to tell me my scheduled time 1pm-5pm. 3 TIMES I GO THROUGH THIS. Finally on the 4th time with every question I kept saying "ASSOCIATE". Now I am talking to someone. We go through the questions again, she tells me the television will not be available for 2 more days. I asked to speak with the manager at the Middletown NY store where I made the purchase, 15 minutes on the phone no one picked up from the store. I asked the associate to hang up with the store and I would call them directly. When I make the call I get sent to a third party because the store did not answer, their response was they are receiving high call volume (unacceptable). WHY WOULD YOU TELL ME I HAVE A DELIVRY COMING WHEN YOU DO NOT EVEN HAVE A TELEVISION AND HAVE ME TAKE A DAY OFF, WAIT AROUND ALL DAY THEN NOT EVEN DELIVER. NO PHONE CALL TO RESCHEDULE, YOU SEND A TEXT THE DAY BEFORE WITH A CHECK LIST TO MAKE SURE I AM READY FOR YOU. Then you waste my time by taking a day off, sitting around waiting for you so that it is easier for your delivery. Then I spent 2 hours on the phone afterwards trying to resolve this. Finally I had enough of a run around, I think I was more than patient and fair (Lost a day of work, wasted a whole day waiting for a delivery that was not coming, lost 2 more hours of my time on the phone and no help). But NOT Best Buy. Best Buy left me no choice but to cancel my order. Now I also know why there was only 6 cars in the Middletown New York Best Buy parking lot. Also a side note, they did get the 7am-7pm plus another 35 minutes of my day. THANK...

Deceptive Practices & Poor Customer Service

My experience at the Middletown, NY Best Buy was extremely disappointing due to deceptive practices, misleading product descriptions, and poor customer service.

I purchased an Open Box TV labeled as "Excellent," which Best Buy’s website defines as a product that "works and looks like new, is restored to factory settings, and includes all original parts, packaging, and accessories (or suitable replacements)." However, what I received was far from that.

After opening a Best Buy Visa specifically for this purchase and driving over 30 minutes to the store, I was handed a TV loosely wrapped in bubble wrap with missing essential accessories— including the Minijack-to-Toslink optical adapter and wall-mount adapters, which I specifically needed. The remote control was also missing, and it was only after I asked about it that they offered a replacement. When I asked about the other missing accessories, I was told there was "nothing they could do" and was advised to buy them separately. The employees at this location gaslighted me, insisting that "Excellent" condition only referred to the display panel and had nothing to do with accessories or packaging—despite Best Buy’s own definition stating otherwise.

A good manager would have made this right, but instead, the staff at this store showed no interest in customer satisfaction. I reluctantly returned the TV because I was left with no other option.

To make matters worse, I called Best Buy’s corporate line to report this issue, hoping for a fair resolution, but the representative was just as disinterested in my concerns. This was a blatant bait-and-switch tactic and a complete waste of my time, effort, and money.

As a result, I am filing complaints with the Better Business Bureau and the Federal Trade Commission for false advertising and deceptive business practices. Additionally, I will be sharing my experience across consumer forums and review platforms to ensure others are aware of how this store operates.

I sincerely hope this location does not reflect Best Buy as a whole. I would still appreciate if someone from the company reached out to make this right, but based on my experience so far, I am...

Purchase a fridge- Feb 1. It came the next day- but the fridge was extra dented. The delivery team stated this was common and the store will order new doors and took my old fridge. I went to the store to set up the exchange and the geek squad manager was completely useless; he asked me to call the "appliance hotline". A bit confused- I requested to speak to upper management and was not offered any contact. I contacted the hotline and was advised they successfully ordered new doors which would be delivered and installed by a LG technician. Fast forward two weeks; my fridge is emptied for the install and I receive a call from the delivery team asking me what service work I need. Confused and irritated- I explained the situation- upon which the delivery team told me there is no door and the store would reach out to me to resolve the issue. Two days pass without any contact from the store; I contact the hotline. The hotline agent is now stating stating they successfully ordered the doors but via the store- and the store may very well have the doors in stock. I'm guaranteed a follow up in an hour- and yet again, no one contacts me back. Irritated- I visit the store and was advised there are no doors- and this not something Best Buy does. I proceed to spend the next 2 hours with the appliance manager who was kind enough to offer an exchange to a new fridge. Two weeks later- the new fridge arrives. Everything is great until the delivery team slams the fridge into the front door and crack the front screen. The delivery team asks me to call the appliance hotline; which I do while they're on premises. Here we go again- I reach back out to the hotline and am setup for a third visit. I'm shocked Bestbuy doesn't react more professionally to their own errors. I never received as much as call back regarding my issues. The lack of professional curtesy and obvious lack of coaching from leadership makes this organization a nightmare to deal with. They (this store) obviously doesn't care about customer service, client satisfaction and believe their time is more...