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Best Buy - Appliances

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Alyssa of Galveston, TX August 24, 2009

My husband and I spent several months restoring our home after Hurricane Ike. We finally were able to order appliances on May 25, 2009. We spent a few hours purchasing a dishwasher, microwave, cooktop, oven and refrigerator. We were told that the appliances would be available for installation anytime after two weeks of the date the order was placed. We received the cooktop within three weeks and then the refrigerator within a month. The cooktop installation went smoothly.

We expected to receive our oven, microwave and dishwasher on June 22, 2009 but were told that the microwave was discontinued after we received a call saying that the oven and dishwasher would not arrive until June 29, 2009. Well, we were moving into our home on July 3 and were not too upset about waiting another week. Unfortunately, the order ended up getting cancelled again. We chose another microwave and continued to wait for a couple more weeks. We finally received a call that the appliances would come the third or fourth weekend of July. The call came the day before the delivery saying that our appliances would come.

Once again, we waited for most of Saturday to find out that the appliances were never shipped from Dallas and that they would not be coming for another couple of weeks. At this point, I asked for the phone number of the Dallas warehouse and called them directly. They informed me that the dishwasher was not discontinued and that my order number and appliances had been disconnected so that the appliances did not have any order number. I was told that the Dallas warehouse would e-mail the managers who could fix this. I was very frustrated that this job fell to me since Dallas said that the Houston warehouse should have taken care of the problem.

After waiting for Dallas to call back for a week, I called Houston again to find out what was happening. Same story as before from Houston, so I called Dallas again. They said that the order was put together and would be shipped soon. It was the first of August, we had been waiting a month for the microwave, oven and dishwasher. A week later we received another call from Houston saying that our appliances would be delivered the second saturday of August. We waited again for several hours and once again the appliances never came because they were never shipped to Houston. (Note: Each time the appliances were not shipped, but we waited at home for them, I had to call the Houston warehouse. They never called to let us know that the appliances had not arrived. Additionally, calling the Houston warehouse was like calling a black hole. The phone rang a few times then I would hear a click, indicating that the service person simply hit the "go away" button. Then, the call would go straight to voicemail. I estimated that I called at least 20-30 times. Out of the 20-30, only 4 calls were answered and each time I was placed on hold for ten minutes while the service person looked for my information and tried to find out what happened to my order.

The Houston warehouse is by far the worst link in the whole chain of this chaos. I left 5-6 voicemails and NEVER received a return call. So, after two to three times of this treatment, I started calling over and over until they answered. If I had not done this, we would still be sitting here with only a cooktop and refrigerator.) Anyway, the appliances were fake-delivered again on the second Saturday of August, wasting five more hours of our time. I called Dallas again and finally spoke with someone who could get the job done. She actually looked in the warehouse for the appliances and told me that all three were physically in the warehouse and had been for a while. So, she made sure to put them on the next shipment. We received our appliances on August 20, 2009 after nearly three months of waiting.

Now, we are trying to have the dishwasher and oven installed, which we ordered on May 25, 2009 at the same time as the appliances. Best Buy conveniently canceled our oven installation and showed that the dishwasher had already been installed weeks ago though we just received it on August 20, 2009. I am so tired of dealing with Best Buy. Most especially, the warehouse in Houston. I will never buy appliances from Best Buy again. The store associates are quite friendly, but other than that, I am extremely disappointed with the whole experience.

Touraj of Alexandria, VA July 23, 2009

This is in regard to a whirlpool washer that is only nine months old. I've been without a washer for 24 days, called the customer service four times. The first time the technician was suppose to call back and let me know when the parts he ordered will arrive. After a week, I called back and had to reschedule with another company to come by and fix the issue. The new company demanded the purchase receipt and did not even attempt to fix the issue.

I called back rescheduled while the representative, provided the purchasing documents for them. The technician came and said he would need to order parts. I asked if he would leave notes for the next technician so that there would not be any more delays and he said he is not going to do that. I called and rescheduled for the fourth time. The last schedule was Wednesday July 22nd. I waited till 10 a.m. and nobody called to say what time the technician will show up, when I called to follow up the representative said the technician was there yesterday.

To my shocking surprise, the representative had told me some one older than 18 has to be in the house, yet the technician got the keys from the management office and fixed the door hatch assembly, however noticed another piece is broken so when I called to see what time the technician is coming they told me they are ordering the new part and will notify me again when the parts will arrive. I am extremely frustrated with the whole process. I purchased the service plan to avoid such hassles yet I've been struggling for more than three weeks being without washing machine. I don't think Best Buy appreciates it's customers as much as it should. I've purchased all my appliances from Best buy, but now I am so disappointed with the way they handled the washer that will not purchase there anymore.

Mary of Miami Gardens, FL August 6, 2009

(This product was orginally purchased by a customer who found the frigerator too big for their space and had it returned to the store. Now I had been looking quite some time for a refrigerator to update my kitchen. So when I saw the french-dr model, I bought it. Since it had been sold previously, a discounted price was given for a dent and out-of-box floor model. The store guaranteed its newness. Then...

I purchased a new LG refrigerator (LFC 25770ST) from Best Buy on July 26, 2009. After a week, the cooling system stopped completely. All the food in the freezer was thawed out--vegetables and meats. The top part doesn't cool either. Best Buy refused to exchange my refrigerator for another one of the same because I purchased mine at the sale price. They wanted me to pay extra for same model(not on sale now). Also, they said I could have a new one(lesser size) of another brand at the price I paid.

Paula of St Petersburg, FL August 2, 2009

On May 29, 2008 I purchased a Samsung side-by-side refrigerator model # RS2530BWP. I also bought the 5 year extended warranty. On June 18, 2009 the icemaker started making noises and I called Best Buy and a service technician came out on June 23. There was frost on the back of the freezer. He took the back off, defrosted it and found a loose wire which he reattached and left.

On July 14 the refrigerator stopped cooling. I called and was scheduled for service on July 16. The tech defrosted the unit again and ordered a part (the heater)July 17. The part did not come in until July 22 even though it was ordered July 17 and shipped overnight July 21. The tech installed the new heater on July 22.

On the evening of Augst 1, I noticed the refrigerator again was not cooling properly. By Sunday morning it was going fast. I called Best Buy at 9:23 am and reported it. I was told a tech was not available until August 6. I then asked for a supervisor and was assured I will get a call from an area supervisor by 10 am Monday to schedule an emergency visit within 24 hours.

Larry of Draper, UT June 10, 2009

2 different techs, new stater, new motor, new PCB, new wiring harness, countless LE codes, now its 1 month out of the extended warranty and iy still isnt fixed. Best warranty says they will replace it after 3 times if it cant be fixed! Dont buy from best buy and dont buy any LG, they are junk!

Barbara of Delray Beach, FL June 30, 2009

Their insured, a driver for Best Buy damaged pipes when installing a washing machine. he shut the hot water off in an attempt to keep this from me instead of owning up to the damage he caused.

i had to have a handyman and a plumbing co. on saturday for emergency service. i only asked for the money i paid. i did not ask for damages, inconvenience for having no water in my entire residence for several hours, and the stress involved when the driver attemped to keep the damage he caused from me.

Krishna of Edison, NJ June 4, 2009

We purchased a washer and dryer from best buy which were delivered to our house. During the purchase they did not explain any thing about the installation process, so we had no idea what to ask or what to expect when they came to install the machines. The people who came to deliver the machines said we had to disconnect the water and gas supplies (which had to be done by a plumber)and left without installing. We had to call best buy again and make an appointment to install the machines. We got a plumber to disconnect the necessary connections. After one week, best buy sent their men to install the machines and then we were told that the machines could not be installed for one or the other reason. This thing went on three times and finally we just gave up and returned the machines. And when we went to ask for the refund, the warehouse lady told they will automatically put it in the system and we can collect it from the store the next day, but when we to the store the next day there was no info in the system. We had to wait for more than three hours and then we got our refund.

Our overall experience with best buy was terrible, stressful and time consuming. They need to improve their customer service and need to have better coordination among themselves.

Holly of Henderson, NV May 4, 2009

Purchased a new LG fridge from Best Buy (one of two the salesman SUGGESTED) spent 1500 and in less than a year we have had the repairman out on 8 starter calls. I say starter calls because they always have to come back with a part - so approximately 16 times they have been to the house. Since LG only sets appts Monday - Friday 8:00 - 5:00 and I work those same common hours, we have missed work as well. From Day One it has been the ice maker. They have fiddle with it, replaced parts that I don't feel had anything to do with the problem and generally wasted my time.

Also a waste of my time, calling LG Customer Service. They simply don't care, nor did Best Buy who told me I was out of their service area. I live maybe 6 miles out, I was close enough to come in and make a purchase but they can't and won't find any way to help me. It's not like Las Vegas is in the "sticks" y'all. But back to the terrible fridge, after reading some of the other complaints, mine too makes noises, we joke there is a little man who lives inside trying to escape, now it doesn't seem so funny after hearing about electrical fires and lost food from so many other disappointed customers. The repair person who was the primary contact left my kitchen a mess on more than one occasion and on the last trip didn't put a screw back in in, seems harmless until we learned it was a grounding screw for electrical purposes. Wonder if LG would have cared if I had been electrocuted - probably not. Don't try and get anyone of "importance" at LG Customer Service, we spoke to a District manager - added notes of that conversation, time, date, name, et. to our "fridge log" which is now a novel -- and when we called back and got Keith on the phone again, he said he didn't know who we were and had NO Record of speaking to us. By the way, during the ORIGINAL conversation with Keith, his suggestion was that we purchase an extended warranty (seems they have a new plan for this, I am guessing because of the disgruntled customers). Why on EARTH would I give LG even one more dime for an extended warranty on a new fridge that has cost me time and most of my sanity? Today is my B-day. I sat for over 4 hours waiting for a service call, spent time with LG and Best buy on the phone. Not exactly what I had in mind. I will make it my life's mission to make sure if I ever hear of anyone wanting to purchase an LG Product, from Best Buy no less, to tell them my nightmare and those that I have read today on this site.

An of anon, TX May 2, 2009

It seems at least in my town Best Buy waits 30 days to deliver an appliance, immediately voiding the 30-day return policy. Sales dpt. is great, it's the delivery and returns that are disfunctional. This was the worst experience I've ever had.

purchased stove 2/8
deliver stove 3/2
call to fix 3/6
repair visit #1 3/12 said LP conversion doesn't match literature; not authorized to fix, call store; (color coding on orifices don't match) repair call #2 3/12 nobody can help, said 30 days is up; need to contact mfr
in store, visit to manager mark lanier 3/13
said would honor a return if not fixed; would order new conversion kit; wait 1 week til they get it in; said he won't be available this coming week due to a managers' retreat
3/17 call from repair place said no kit received, can't find anyone at store who knows about it.
Sent email to main Best Buy website "customer service," no reply.
3/20 call to bbuy cs, talked to magr Arthur Shear (temp mgr, everyone's out of town) said he'd check on it called by Keith Hall, trying to find out information from me. Said there is no record available when someone from store orders a part, I told him LP conversion kit was what was supposed to be ordered. He said he'd call back. Called back, said Debbie, gas install company A-1, had to order kit from LG and will call me when it comes in. No ETA. 1-936-377-3210 is A1's number.
3/23: called repair place, answering machine, "we''re not here" (3pm) called BB, Casey Norman, will call back tomorrow. Casey Norman called to check what the problem was, I explained it once again.
3/24 Optima Home Svcs, Debbie Morris called, said kit was sent by mfr., can't fix, need to call store and LG must fix. She's not sure why it took 10 days to find this out, said she called on the 23rd to let BB know. Debbie called back said she spoke with LG and they told her this stove works 40% less on propane...I repeated the other burners are orange flame, manual says conversion is wrong if so, broiler doesn't work, etc. She said she'd call store and advise they swap the range out for another one, and also advise to other customers about the LP problem. Later this day, message from Debbie: she called BB CS and advised them to swap out for another stove due to the fact this one works 40% less well on propane. Call Casey Norman, who she talked to at BB. Message from Casey Norman asked me to call her back at BB.

Called BB, talked to John Hubbard (Casey not in). Repeated whole history. Asked for a refund plus adjustment for the stove that was taken from my home to install this one. This is what I am requesting now. I would not like to wait any longer for repair, etc. After 2 days, he doesn't call me back.

3/26/09 Visit store, talk in person with General Store Manager Pete Campbell: "the computer will not allow us to give you a refund; you must spend the money on a replacement." After 30 minutes talking, I am exhausted, pay more money for a range that is "guaranteed to work with propane." Spend the next 90 minutes while the salesman tries to figure out how to sell it to me. No mention of delivery date: "I'll call you tomorrow to discuss delivery." The receipt reads" deliver on 4/18." I get no call from salesman.

4/17/09 Call from delivery company: "You must take delivery on Saturday. You know, the distribution point is closing down soon, so if you do not have it delivered Saturday, I cannot promise you delivery at all." I have a business meeting Sat-Sun in Houston. A1 Delivery, Debbie, 936-377-3210, says to be there Saturday 6pm and it will be delivered. I drive back from Houston Sat. night, in a storm, with tornado warnings, but no one calls me. The stove is not delivered.

Monday, 3/20: I call BB again. Someone checks records, says "stove is marked as delivered online." I ask for store manager. After being disconnected 2x I reach store manager. He says, "I will take care of this." No calls back.

3/21: I get a call from someone at BB; they say here's A1's number: call them about delivery. I call A1 and again speak to Debbie, outlining the trouble on Saturday. She tells me A1 is based in Dallas (300 or so miles away) and they don't deliver to CS except once a week. The delivery guy should have called, did call--(no he didn't call me)---well, the delivery guy does not have to call and I'm gone after hours. And so on. I arrange to have the range delivered Friday this week, after 12pm. Debbie cannot guarantee this. She will call me Thursday to update me.

3/22: I get a call from BB headquarters: "We understand your stove is delivered and wanted to know if all's okay. I relate most of the story for about the 20th time. She says she will escalate it. Goodbye.

3/23 No call from A1. Called three times, am, pm, the company cannot tell me what day or time they will deliver the stove.

3/24 The stove is delivered. The installer puts 3 big dents in the side of it taking it out of the truck.

Jorge of cape coral, FL April 24, 2009

My wife and I bought all new appliances for our house in May 2006. We paid 3800.00 on a credit card and another couple thousand in check. We paid 1197.00 for a model RS255BAWW afte only five moths I came home from work to find the Freezer temp flashing 58 degrees. I called Best Buy and complained. Their only question was " did you buy and extended warranty" He said you are over 90 days and on your own. I told him what I spent and he could care less and when I asked Samsung's service # he told to look at the back of the fridge! No help what so ever.

I called Samsung and the sent out Moonlite appliance. He scratched his head and said I bet it's the main computer board and I will order one. Samsung gave me an address to send a list of all my lost grociers. I sent in alist of aprox 280.00 of lost product. I never heard from Moonlite appliance again. I called the appliance dealer twice each time left messages. I recv no check for lost food from samsung. Aprox a year goes by and I came out and you guessed it 60 degrees in my freezer. This time a call to Best buy head quarters in Mpls Mn. They basically told me I was on my own. The man named John told me that has indeed heard of other Samsung failures!

However I am out of luck try pulling the fridge further away from the wall, clean out the air intake on the fan and reset it. I did this and it began to cool after an hour or so, but the intake wasnt clogged or too close to wall.

On April 11, 2009 after a year after the last two incidents I came home to find the Fridge temp at 72 degrees which it had been for two days. I had seven people coming for Easter dinner. Well you know the rest of the story this time after screaming at best buy and Samsung they sent out DSM aplliance. The tech scratched his head and said I bet its the main computer panel. Best buy said I'm screwed as did Samsung but send us a list of food lost and we will "take care of You" A vfew days latter the warranty dept from Samsung called and said I was out of luck because out of warranty even though same problem three times in 2 and half years. Can some one help us? Three times loss of entire refridge 250.00 x three 1197.00 = tax on a piece of junk fridge we can't rely on. Loss of salmon caught in Alaska fly in fishing trip and venison from Mn how do you replace that?

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