Best Buy — Local services in Wilmington

Bought the TV about a month ago on the 23rd of September. When contacted to set up my delivery, it was stated that the 29th of September was the earliest date it could be delivered. I said that was fine and set up the installation and mounting for the 2nd of October. On the 28th of Sep, I was contacted to verify my delivery appt. I stated it was good, but I had to leave town by 2pm that day. I was informed that would be no big deal. The following morning, the delivery driver called me to tell me it would be sometime between noon an 2pm. Perfect timing. I was then called at 5pm on the 29th saying they were on their way. I told them to reschedule because, like I said, I was leaving at 2 pm for the weekend. Which means my mounting and installation appt would also need to be rescheduled. I was told they could deliver on Monday 2 Oct so I agreed to that appt date over the phone. They called me on Monday to tell me they couldn’t deliver until Thursday. Which means I rescheduled my installation for a 4th time to the 9th of Oct on a federal holiday. Peter showed up, the contractor responsible for my installation. Phenomenal human being. Proficient and professional. The only good thing to come out of this experience. He showed up not knowing that there was a 65” TV being hung above a fireplace, nor did he know that there was an in-wall storage box that needed to be installed in the dry wall either so he was not prepared. However, he still made it happen and did a phenomenal job. Just to have the TV not work. Peter gave me his personal number and told me to let him know when I rescheduled the install for the replace and refund so he could personally take care of it. I called Best Buy to schedule a time. They said the soonest they could do was Thursday the 12th of Oct and that Peter would be my installer. I agreed to the time over the phone. I got a call the afternoon of the 12th to tell me they never scheduled me for the 12th and it was actually the 13th and Peter had never been contacted. So my wife took the day off work on the 12th just for them to schedule the 13th. Perfect. I talked to customer service, geek squad, and the actual store customer service to tell them Friday the 13th was fine, but again, I had to leave town at 2pm that day so anytime before that would be fine. They all said they would guarantee I would be the first stop in the morning to not further drag this out and inconvenience me. I got a call at 1230 on Friday the 13th to tell me that the driver was in New Bern and that they had to go to the store in Wilmington to get the TV and then they would be at my house in Hampstead afterward. Obviously didn’t work out. The driver said he would reach out to his supervisor to ensure I got the first appt on Monday the 16th. Can you guess what happened next? They called me on Monday at noon to discuss my installation at 5 pm on Tuesday the 17th of Oct. And still, had zero idea what size my TV was or if it was being hung over a fireplace. The same conversation I have had 5 different times at this point. Luckily, Peter was scheduled for my replacement install and he was in and out the door in about 10 min. Great TV. Peter is the man. Best Buy, Geek Squad and the install contractor need to fire everyone but Peter...

When Trust Turns To Frustration...It is almost too frustrating to put into words...After finally investing in a new Mac Computer, I trusted Best Buy's Geek Squad to transfer my data on 10/6. On Wed., 18 days later, in my appointment with GS, I find out that my important files have been deleted, irreversibly. HOW IS THIS POSSIBLE? My frustration & disbelief were too BIG to even formulate respectful words & speak. I knew immediately that this wasn't just a minor inconvenience and it would take days to figure out the depth of this mistake. In addition to playing catch up with 18 days of paperwork, I have no idea how many hours or dollars I will have to spend redoing and replacing my deleted files. As a Best Buy Member Plus, I sure wish the difference between a data transfer (which I requested) & mirroring of my old to the new computer had of been clarified beforehand. If so, this situation would have a different ending. Ugh, Customers need clear explanations to avoid such a sickening, gut wrenching feeling! This experience with trusted professionals certainly took the fun right OUT of enjoying my new computer, new IPAD, new Remarkable and TWO printer purchase.

Today, I am reminded of the mistake made by Best Buy's Geek Squad earlier this week & that it is going to take MANY hours to repair as my two new printers once working properly on my new MacBooK Air have to be reinstalled. First attempt failed...now for round two! I'm pretty sure that I will be grappling with this headache for many months to come. AGAIN, HOW DOES THIS HAPPEN? Best Buy Geek Squad Team, please find a way to prevent this from happening to future customers. Somehow, an apology of "I'm so sorry this happened," doesn't feel adequate! It feels so disrespectful when your important things are not handled with care.

On the other hand, I would like to give a special shout out to Preston from the BBGS team, as he very calmly and patiently helped me make the best out of this situation on 10/23. He could sense my level of disbelief & frustration in loosing my files & the HUGE mistake of his team. He certainly wanted to help as much as possible. Also, I appreciate Ms. Mandy, the manager of GS's apology, but this doesn't change the time and money I will have to spend in cleaning up the aftermath of this event.

In closing, maybe cubicles/individual tables & chairs to create a more focused area for customers and GS Reps to communicate would minimize mistakes like mine. I am able bodied and sat on the floor to wait my turn, but two chairs did not seem adequate for our seniors or others with physical ailments that would prevent them from standing for long periods of wait time then to continue standing during an appointment.

You guys are the experts! We need you more than we want to need you! It is essential that you take the time to educate and protect us as your customers because sometimes, we may not even know the questions to ask and feel rushed after being in a long wait.

Still...

Do NOT buy appliances for your home from here!! Mind you, I hate leaving reviews on Google, so I’m VERY irritated.

My husband and I just spent 3 grand roughly two weeks ago on appliances. We were told everything would be delivered and installed on the same day. Day of delivery, my husband had taken off work and we were home all day. No one had ever called to set up a time to come and deliver everything, so we had called and were told between 9am and 1pm everything would arrive, great! No harm no foul.

WRONG! We waited ALL DAY. And at 1:30 pm when no one had called, emailed, or shown up. We called Best Buy asking where our stuff was, come to find out IT WASNT EVEN IN STATE! And no one had called to let us know that the appointment was rescheduled for Friday (four days later) meanwhile, we don’t have a fridge, washer, or dryer. Naturally, we’re both upset and irritated because we had spent three grand on appliances and got the run around. The lady we spoke to on the phone was SO RUDE!! And seemed like it was a problem that we had called to figure out where our stuff was!

So Wednesday I’m at home and I get a knock at the door, and it’s people associated with the Best Buy delivery, I’m thrilled because I’m under the impression they have our appliances (we were told we had same day installing on delivery day) and it turns out those men were there to INSTALL my appliances I did not have. Naturally I’m about to lose it because we’ve been in our house since Christmas but with the holidays we weren’t able to get any appliances. I was very irritated that the installation people showed up two days late to install appliances we didn’t have, also upset about the lack of communication between whatever is going on in Best Buy’s poor delivery and installation services. Come to find out this is incredibly common for Best Buy as a company. It is currently Friday! The day we are supposed to get our appliances, but low and behold no one called, showed up, or emailed to deliver our appliances. (Maybe if I’m lucky the installers will come two days late to install appliances I don’t have!!) So my husband calls Best Buy AGAIN. (As if we aren’t jumping through enough hoops doing half their customer service job) And the woman informs us that the very rude lady we spoke to Monday never. Booked. The appointment. To have our appliances delivered!!! So our appliances are just chilling somewhere while Best Buy has my three grand! And my husband explained the situation telling her that we’ve been given the run around and we feel like Best Buy just took our money and ran. She was VERY understanding as to why we were upset. The lady said she had made another appointment for Monday to have our appliances delivered (let’s see if it actually happens) along with making sure the installation people come the same day. She was the only person who was even somewhat helpful during this, other than that I will NEVER buy an appliance for Best...