Purchasing a TV from Best Buy, especially the Woodbridge branch, has been, by far, the worst…read moreshopping experience of my life!
On May 22nd, my wife and I purchased a Sony Bravia 98" TV bundled with a Bravia 9 soundbar, subwoofer, and rear speakers. The total came to around $6,600, including delivery, handling, installation, audio setup, and calibration.
At the time of purchase, the employee who helped us, Kile Kirk, was extremely friendly, knowledgeable, and professional. We later found out he was a regional manager! We explained clearly that we live in a 4-level townhouse and that the home theater would be installed in our 4th-floor loft. At no point did he mention that there could be any issue delivering or moving the TV upstairs.
Everything seemed perfect. We were excited and eagerly waiting for the delivery scheduled for June 6th.
Then came the nightmare!
On the night of June 5th, literally one day before delivery, we received a call from Best Buy informing us that they could not fulfill the delivery because they "believed" the 98" TV would not fit through the stairway and that it would be "impossible" to move it to the 4th floor.
I explained multiple times that we had already measured everything ourselves and were confident there would be no issue. I also reminded them that during the purchase process we had fully explained our home layout to Kile, and nobody mentioned any concern whatsoever! I even suggested they send someone to inspect and measure the stairway before making assumptions.They refused! The representative repeatedly insisted they would not send anyone and would not even attempt the delivery.
Instead, they offered two ridiculous options:
1. Exchange the 98" TV for an 85" or smaller model.
2. Have the TV dropped off on the first floor and hire a third-party moving company at our own expense to move it upstairs.
The second option made absolutely no sense!
If the job is supposedly "impossible" and the TV definitely cannot fit through the stairway, without them ever taking measurements, then how could a third-party company magically do it? Either it fits or it doesn't!
After the call, I immediately contacted two professional moving companies.
One of them sent someone to our home that same evening, to inspect and measure everything in person. His response?
"This is an easy job."
He said it would only require two movers and there would be absolutely no issue getting the TV to the 4th floor. The quote was $350.
The second moving company reviewed photos and measurements of our stairway I sent them and said exactly the same thing!
So what's really going on here?
To me, it feels like Best Buy, especially this branch, either lacks commitment to fulfilling deliveries properly or uses selling tactics to convince customers to downgrade to smaller TVs!
But the situation somehow got even worse!
On June 6th, the actual delivery date, they completely canceled the delivery without notifying us! My wife and I were furious, so we went directly to the store and asked to speak with a manager. I believe his name was Marcus.
After explaining everything, he offered to cover about half the cost of the third-party movers, which we reluctantly accepted.
Then he dropped another bombshell!
He told us the next available delivery date would be June 29th, "if the TV becomes available."
I couldn't believe what I was hearing! We had already waited two weeks. The night before delivery, their team suddenly invented the "impossible stairway" issue without ever inspecting our home! Then they canceled the order without notice! And now we were being told the TV was out of stock and that we might need to wait another three weeks with no guarantee?!!!
At that point, we had enough. We canceled the entire order, including the Best Buy membership!
We will NEVER purchase anything from Best Buy again, ever!
And honestly, my recommendation to everyone is simple:
Stay far away from Best Buy!
Buy your electronics from Amazon, Costco, or other companies that actually respect their customers and honor their commitments!
