I rarely write reviews like this, but after this experience, I will NEVER purchase an appliance…read morefrom Best Buy again.
I purchased an appliance from Best Buy with delivery and installation. Their team installed it incorrectly, which caused WATER TO LEAK INTO MY HOME. To their credit, Best Buy sent a technician who was able to come to my house and correct the improper installation. However, after using the machine, I decided I was not satisfied with it and requested a return.
That is when this entire nightmare started.
Best Buy scheduled the pickup between 3:00 PM and 7:00 PM. I arranged my day around THEIR scheduled time frame.
Then I was told that the pickup team had come BEFORE 3:00 PM, knocked on my door, and no one answered.
That was simply not true.
I have cameras at my home, so I checked and confronted them about it. No one came to my door.
The story then changed. I was told that the pickup team could not get through my gated community.
So which one was it? Did they knock on my door and no one answered, or were they unable to get through the gate?
And that explanation makes even less sense because BOTH Best Buy's original delivery team AND the technician they later sent were able to enter my community without any problem. My community allows delivery drivers, technicians, and service providers to enter.
But the most unbelievable part happened next.
At approximately 3:45 PM, while I was still on the phone trying to resolve this, I was told there were NO MORE TEAMS AVAILABLE because everyone had already returned to the warehouse.
My scheduled pickup window was 3:00-7:00 PM.
How can all of your pickup teams already be back at the warehouse approximately 45 minutes into a FOUR-HOUR pickup window that BEST BUY scheduled?
The call itself lasted exactly 46 minutes, meaning I was already dealing with this issue almost immediately after my scheduled window began. Yet somehow there was already nobody available to honor the appointment.
Instead of fixing the problem, I was told I would have to reschedule. Then I was told I couldn't even reschedule during that call because their system needed to "update."
Update what? The appliance is still sitting in my house.
After 46 minutes on the phone, the representative, TJ, transferred me to his supervisor, Jeremy. I expected a supervisor to finally help resolve the situation. Instead, Jeremy was rude and DISCONNECTED THE CALL ON ME.
Unbelievable.
So now I have no choice but to wait for their mysterious "update" before I can even reschedule a pickup that Best Buy failed to complete in the first place. TJ told me he would call me the following day, so we'll see if that actually happens.
This entire experience has been one contradiction after another: improper installation that caused a water leak in my home, a missed pickup during THEIR scheduled window, a claim that someone knocked on my door when my cameras show otherwise, followed by a completely different claim that they couldn't enter the community, followed by being told that all teams had already returned to the warehouse less than an hour into my scheduled pickup window, and finally a supervisor hanging up on me.
The amount of time and frustration involved in simply buying and returning an appliance is ridiculous.
Never again. I have purchased appliances from Lowe's before and have NEVER experienced anything remotely like this. After this experience, I know exactly where I'll be taking my business in the future -- and it will not be Best Buy.
