Best Buy

Ordered a fridge, stove, over-the-range microwave, dishwasher, trash compactor, washer and dryer on 10/16/09 and paid in full. Paid just shy of $5000, so price was right, but that was all that went right! Delivery was set for 12/01/09 to coordinate with closing of my new construction home and was assured that I could return appliances for any reason within 30 days of delivery. I ordered in advance, thinking would allow the store time to organize and ensure all went right.



I stopped in the store one week prior to delivery and was assured everything was on track, even walked around the store with a sales person and verified which appliances were ordered, that they were in stock, and date to be delivered.



Delivery day comes: Fridge not delivered due to "back order." Microwave was white (not stainless to match other appliances.) The dryer cord I purchased was not on the truck. The dryer did not work and ruined a set of sheets. I later found out the washer/dryer and trash compactor were installed incorrectly.



Called the store and the sales team member offered a free "loaner" fridge until mine came in. Turns out this is not free, as they ask you to buy a fridge they have in stock and allow you to return it for a refund later. What part of that is free? Since one should be allowed to return products anyway. Drove to the store, and they did not have any comparable fridges in stock anyway.



Due to many things gone wrong, requested refund on all of the appliances. The 2 store managers I spoke to refused to refund, explaining refund is actually only allowed 30 days from date of purchase (not date of delivery as told to me when I bought them.) So even though I only had the appliances for a few hours and completely unhappy with them, they were going to stick with this policy. They made an exception for the fridge only, since I had not received it yet. Would not even give me store credit instead of cash.



The offer given to me, was to replace the nonfunctional dryer, deliver the correct microwave in a week. Advised the fridge would be delivered in 3 weeks but could not guarantee that. Seemed no concern that I go days without appliances. I ended up having to buy a fridge from a local hardware store who delivered that same day, so although was not planned or budgeted I now have a fridge in the garage.



I spent many hours on the phone, and the customer service via best buy's 800# intervened thankfully. Was told that the manager finally agreed to refund due to "we did not make any money on this purchase anyway." I was not refunded for the approximate $200 install charges and was charged $30 for best buy to pick up the returned merchandise. As I later found the appliances were not installed correctly (not bracketed to the floor), but due to poor treatment I received on the other issues, I did not even call and attempt to get refund on the install jobs. Too much stress to speak to them.



The 800# customer service agents were totally nice and helpful and pleasant and did send me a best buy gift card to help compensate for the poor experience, but still lost a good chunk of change over all.



The worst part of the experience was the poor customer service, lack of knowledge, rudeness and dishonesty from the store. Better communication, better customer service and a willingness to make things right could have prevented this terrible experience. I was never given an apology from the store managers and remorse was never expressed to me. I will continue to shop best buy but never from this particular store.



Again, the customer service via the 800# were awesome and have had pleasant experience from other stores!

The best discounts on entertainment and electronic items.