Best Buy — Local services in Washington

I purchased an LG Washer Dryer Combo (picture attached) + Best Buy's 5 Year Warranty (Geek Squad Protection) in 2015 and the machine does not work properly: My clothes are continuously damp and I’m left hanging clothes up inside my house.

I've been contacting Best Buy / Geek Squad to repair the machine since January 2019 and my machine today (April 12th 2019) still does not dry clothes properly. The first two times Geek Squad would schedule me with their 3rd party repairman who had come out twice and had me take off work twice. Each time they came to my house they took the machine apart and replaced some parts and then left. After the repairs they never called to confirm if the machine was actually drying my clothes and of course they never stuck around for the machine to dry my clothes.

I called Best Buy again and told them my clothes still do not dry and so they sent their Geek Squad tech out, who did the same thing as the third party: disassemble the machine and replaced parts to the dryer. I contacted Best Buy / Geek Squad again the next day to say my clothes are still damp. They sent another tech out (4th time) who disassemble the machine. Again, they came out twice and had me take off work twice. However, this time the tech did not replace parts, he actually cleaned out an internal dryer vent as it was clogged with lint. The only way to get to this vent is to actually disassemble the machine entirely and pull the vent out, which is more than an indication of a defect in the product as this particular machine does not have the standard lent catcher a regular dryer has this machine is a ventless all in one dryer/washer. Even after the tech cleaned the internal vent the machine still does not dry my clothes properly as I’ve contact Geek Squad again to explain this.

After every experiance I’ve made a phone call to schedule a repair it took a week plus to return back out for the repair. I’ve even spoke directly with a repair manager name Chris who assured me he could help, but in reality that was proven to be untrue. Chris even began ignoring my phone calls and text messages. It got really bad I found myself trying to call him from other numbers he did not have of mine, but of course he would never answer so surely this isn’t the first time. Today he finally replied after I followed up after being ignored requesting for him to provide me with his managers phone number (picture attached). I personally do not prefer to conduct business with any vender who made a decision to ignore customers texts so yes, a manager would work. He responded back to my texts saying he would call me in 1 hour. I replied back saying: I do not want to speak with you anymore I just would like your managers phone number. He went back to ignoring my texts after his text and then proceeded to call my phone. I ignored his call and text him: to please provide me with your managers number. Of course, he went back to ignoring my texts again.

I have not been able to dry clothes in that machine since January 2019 and here I am in April still complaining, calling, waiting all of which has certainly became a second job. What’s very interesting about this issue is that each Geek Squad technician told me that after 3 failed repairs they will replace the machine. The last technician was very surprised that he was there, he said they generally do not make 4 repairs it is almost always replaced after the 3rd try.

Even after purchasing the warranty Best Buy / Geek Squad has done everything possible to delay and stall in hopes of not replacing the machine I purchased a warranty for. It’s sad enough that customers are paying additional costs to guarantee products sold by you, but then Best Buy / Geek Squad not even willing to live up to the promises under the warranty. That’s a total SCAM, IMMORAL, and UNFAIR shame on you Best Buy...

I do not normally write bad reviews, but I felt compelled to write one here as my experience with the Columbia Heights Best Buy was so negative. I ordered a Samsung fridge from this Best Buy a few weeks ago, as I am redoing my kitchen. The estimated delivery date did not work for me, so my contractor went to the store to pick up the fridge. Even though he had my order/confirmation number and the email I forwarded him with my order, they would not let him take the fridge. I ended up having to call the store, from out of town, to confirm he could take the fridge and give all my information. This was annoying but ultimately fine, as it was them being cautious. However, after making my contractor wait for me to confirm all of that and even longer after I did, they tried to give him a fridge with a hole in the box and obvious dent in the fridge. He of course refused. I then had to reorder the fridge - delaying my kitchen renovation by a week, as the fridge had to be installed before other things could be done - and he confirmed with the people at Best Buy it would be delivered to me the following Tuesday, given that the pickup process was so chaotic (there is also very little parking there).

When I checked the order status that Monday, the day before it was supposed to arrive, it said it wouldn't be ready until Wednesday, and would need to be picked up. I called to check on why the delivery date and method of delivery had both changed, and they said there was no flexibility. My contractor said he would pick it up. On Tuesday, I received notice, strangely, that was the fridge was indeed ready. They called my contractor - not me, despite claiming they had tried to contact the number on file - to say it could actually be delivered. Relieved, I tried to set up a scheduled delivery time time for the next day...until the woman said, 10-15 minutes into the conversation, it actually couldn't be delivered until a week and a half later. We confirmed my contractor would pick it up the next day as we needed it to continue the renovation.

The next morning, I very perplexingly received an email out of the blue that my order had been completely cancelled. I asked my contractor, somewhat panicked because I really needed this fridge, and he said they had called him to confirm it was ready, again, that morning, so the email cancellation might've just been in reference to the delivery being cancelled. (Which made no sense, because the delivery had, according to them, never even been confirmed.) Upon arriving at the Best Buy, my contractor was told - after all that - that the order had indeed been cancelled (obviously, neither of us had cancelled it). Eventually he spoke to someone who had contacted him previously, and he did get the fridge, but it took them two hours to give to him. He said they were extremely disorganized.

Obviously, this entire process has been extremely frustrating and stressful in addition to elongating my kitchen renovation process. I would have just ordered the fridge from another store, but it is a model with specific dimensions that I could only find at this store. I will say I am pleased with the fridge now that it is finally installed, but the process, as a customer, was horrendous. My contractor said he has had much more positive experiences at Best Buys elsewhere in the DMV area, such as Alexandria, so I'm not sure if it's just this location. But I would strongly not recommend ordering an...

I needed home security cameras and decided to go to Best Buy hoping that I can browse around, ask questions, make purchase, and schedule an installation all on the same location.

At the store, finding sales representative was very challenging. Majority of the employees just pretended to not notice us. Store manager ended up helping us and he was very helpful so was the person who helped me schedule the appointment.

Site survey was done to accurately assess the appropriate items for the house. Very professional looking sales person. Very thorough and helpful.

Then the day of installation comes and we found out we needed internet to install these items which nobody mentioned to us so we had to reschedule. I reached out to the person who came to our site survey via calls and emails, but no response. I had to call the customer service to reschedule our appointment which took an hour.

Once I have successfully made an appointment, the site survey person decided to reschedule our appointment even though nobody requested and then she decided to allocate 3 out of 4 items to Geek Squad and 1 out of 4 items to outside contractor.

The day came and outside contractors installed our flood camera very quickly. They told me they can do the rest but they are not on their list. I reached out to customer service to make sure it is true. Then, customer service told me these contractors are supposed to install all items. So I asked them to install the rest. 2 minutes later, Geek Squad called me and told me they will be coming to install the rest of the items...

Still... the lady who came to our site survey remains to be silent.

Geek Squad told me they are coming at 5pm. He ended up getting to our house at 8:30pm. He was very quick and seemed to be working very long hours. Very helpful with syncing with my app.

At the end of day, this was one of the most disorganized project I have been a part of. Lack of communication, accountability, and customer service was at another level. Incompetence is not strong enough to describe this overall experience. I cannot even count how many email I had to send out and calls I had to make to just get a status updates. Someone who should be leading the project is completely silent for the entirety of this project. The only time she got back to me was when I told her that I will return $1300+ worth of items.

I paid all the items in full at the beginning. It took them 3 weeks to install all items so that I can actually use what I have purchased.

THIS IS ABSOLUTELY UNBELIEVABLE.

I WILL GUARANTEE THAT I WILL NOT DO ANYTHING ELSE THROUGH BEST BUY AND GEEK SQUAD EVER AGAIN.

I could have bought exact same items on Amazon.com and hired a private contractors myself to execute this project and that would have saved all my headache.

I really hope someone in the company will listen to recorded calls to improve their service for those consumers who still shop at Best...