Best Buy

On Monday a team of two came out and disassembled/reassembled the grill and fixed the problems. We grilled chicked Monday night and all systems operated as expected.

Everything seems good now and I am changing the rating from one star to three.

Why only 3 stars? Well, read below, starting with the original post. Best Buy has great, "I understand and will make things right" serrvice representative scripts. Unfortunately, the reps don't seem to have the power to do anything except ask the computer to reschedule an installation. Most also don't follow up or follow through.

Our good service came from "Magee", the rep who responded to my second (third?) set of messages in Facebook messenger. She got back to me several times and got the situation enough attention that I was assured that we would not get our original installers back AND a woman called with a four-hour service time frame a whole day earlier than the Best Buy standard. Thank you, Magee!

But, serioiusly Best Buy. Look at the overall ratings you're getting. Have your own execs try calling or chatting to see how you're treating customers. Maybe stop engaging the low-bid installing company (this is just a snarky guess, but really the folks representing you in the field are apparently often not knowledgable).


6/5/24 ORIGINAL POST
Yesterday we received a Weber grill and it was assembled by the delivery men. There are significant problems with the assembly and we need knowledgeable technicians to fix the problems.

We have chatted with the Geek Squad support. The best they offered was a 12-hour appointment window five days from now. I called the Geek Squad and talked to a man who said he or his manager would not be able to do any better. I pressed him to let me talk to the manager. The manager was busy, he said, but he'd have the manager call me. That was 6 hours ago. Obviously not going to get a call.

What was wrong with the delivery/assembly?

* The crew left the slide-out grease tray on a nearby patio table and did not install in the BBQ cabinet. When I went to put it in the grill I found out why the crew did not do it. The yellow-capped wire was strung tightly in front of the opening for the grease tray. I had to unplug the yellow wire and re-route it away from the front of the grease tray.
* No catch pan for grease was delivered or installed.
* The wires to the igniter are very taught and obviously not installed correctly
* The bottom of the inside cabinet is incorrectly assembled. The hole for the propane tank in on the right side of the cabinet but the scale to judge fullness in on the left.
* The propane tank was not hooked up to the scale and, in fact, cannot reach the scale from the wrong side of the cabinet.

The delivery/assembly folks volunteered that they were inadequately trained. One man said he'd received only 15 minutes of training and then pointed to a You-Tube video.

I have had good delivery/installation experiences with other items, but, wow! They clearly are bottoming out.

6/8/24 UPDATE
After I posted this review and similar comments on Google, Best Buy replied on Google on 6/5 that I should DM them on Facebook. I already had done that and received a quick reply that they would look into my issue. A day later I received a DM saying that they were escalating the issue to their "appliance fulfillment team" and I would hear back within 24 hours.

Nope. I have heard nothing. Moreover the appliance people were one set of reps I had already talked to and they did nothing already.

Best Buy's scripts sound soooo very customer oriented. But, their follow through is non existent. The reps all say that the "computer" won't let them or their manager change anything.

Can we give 0 stars?

Third strike for Best Buy. We have been loyal customers and have made the bulk of our purchases through 3 significant renovations from Best Buy, but this will be the last. Their is a noticeable drop in service quality.
Strike one - sold us a dishwasher designed for a kitchen for someone with disabilities.
Strike two - they changed their pricing to charge for every little thing that used to be included.
Strike three - don't show up when they say they will. Our refrigerator crapped out and we went with them because of the early availability of delivery. They knew clearly the stairs they had to climb but showed up for the delivery with insufficient manpower. We have been waiting for over a week and they continue to miss date after date for delivery. Meanwhile there is a un-installed refrigerator clogging up our entryway.

Wow! Unfriendly and not helpful employees. Girl at the checkout was so unbelievably rude. Couldn't find what I was looking for. Couldn't find anyone to help Me. Had to ask a fellow customer who was able to point me in the right direction. Then when I got to the checkout line the girl was so unbelievably rude and unfriendly I was tempted to walk out. But decided to just pay and get the heck out of there. But for sure, I will not be back.

Adiel helped get my friend a great TV and a soundbar for a good price. He was straight-forward and decisive with his recommendation. I would definitely suggest that you go to him for any of your TV or home theater needs.

Adel was fantastic, went out of his way to make sure I was helped even at a super busy. He was extremely knowledgeable and professional. Fantastic interaction and I will be back to buy more stuff.

If I could give it less than 1 star I would. After contacting BBB and going back and forth with Best Buy rep they told me that I will get no refund no replacement since the package was "delivered". And guess what... they told me I can't shop on their online site anymore and only the stores because everyone who reposts lost/stolen items due to sloppiness of Best Buy and UPS is a thief. As if I ever spend another dime at the company who says that they are "not responsible for lost or stolen packages". DO NOT SHOP AT BEST BUY!
Next stop small claims court.

0 stars if I could. Tried to return an item that was delivered to my house- it was open box (big label attached reading open box item) and I paid for a new item. Went to store to get a new item or price adjustment to open box price. Manager (20s-30s fellow) had a horrible attitude. Called customer service and they said he HAS to exchange it or refund, but he wouldn't. Now just returning it via mail. Highly recommend avoiding and honestly just buying everything via Amazon. I wanted to do that but thought I'd support my local economy (even tho it's a big box store) and that's the punishment I got. Never again.

They do a great job.

Especially security team

Always feel comfortable here, hard running a business in SF but they do it the right way

This is for the staff of the Geek Squad. It was a complete waste of time and completely incompetent. Having scheduled an appointment online prior to arrival, the online system asked exactly what I needed, which was to diagnose and repair a PlayStation 5. In the morning, I received a check list for my PlayStation 5 to ensure that it is ready for the technician to examine. After a 35-minute drive, I arrived at the store and the guy asked me several questions as if he were going to examine it. He even asked me what was wrong with it, which I had already mentioned online. After all that, his response was "Honestly, we don't repair PS5 at all.". Best buy, you are a complete joke.

I ordered dishwasher with them, spent a bunch of time chatting with their rep to get early delivery within a week. Got it all squared away. Three hours later, I got an email that they had to reschedule a month from now. I spend another bunch of time, asked for supervisor, got Jim C. Jim was just trying to get rid of me: first he said that they I should go check the local stores myself if they have the inventory. Then, he offered to transfer me to their sales specialist. Terrible customer service. I have the transcript of all the chats to prove it.