Best Buy Reviews

The next morning I drove back to the store and it took, altogether, another hour to cancel. That manager had a logical explanation for all the problems but the fundamental reason was that their overall system is flawed and they were all aware of it. The drivers supposedly had picked up the TV from another store and never recorded that they hadn’t delivered it. It’s my opinion that a reasonable company would have a system in place that would have taken 1-2 phone calls over a five minute period to get an explanation. Again, no one was nasty or unprofessional but the bottom line is that the store and their customer service all come off as incompetent and I didn’t want this incompetent group handling my installation or warranty commitments.

I rarely leave reviews, but my recent experience with Best Buy’s appliance delivery and installation service deserves to be shared so future customers know what to expect. To be fair, this store was not involved but I have no place to leave this review and I would caution people from interacting with their appliance delivery and installation even though the sales experience may be totally fine. On November 24, 2025, I ordered a Frigidaire dishwasher with delivery, installation, and haul-away.

At checkout, I scheduled the earliest available appointment, December 2, which came with a very broad 7 a.m. – 7 p.m. window. On the evening before the appointment — December 1 at 5:30 p.m. — the window was narrowed to 9 a.m. – 12 p.m. That was a welcome change at the time. Unfortunately, that was the last part of the process that went smoothly. December 2 — No Show, No Call, No Explanation The 9 a.m. – 12 p.m. window came and went with no call, no text, and no arrival. Only after the window expired did I receive an automated text stating that my delivery had been rescheduled for Saturday, December 6. I called customer support to understand what happened. While I wasn’t transferred around, it took a long time to navigate the automated system and reach a human representative.

Once connected, I was placed on additional holds while they investigated why no one had shown up. I was eventually told it was “due to weather,” which I can accept given that I live in the Northeast — but no one could explain why there was zero communication from the delivery team. December 6 — Second Appointment, Second No-Show For the rescheduled appointment, my window was 6 a.m. – 6 p.m. We rearranged our day again, completed Best Buy’s lengthy pre-installation checklist, and made sure everything was accessible. Once again: No call. No text. No technician. No automated update. No response from the delivery company. At around 3 p.m., I called customer support again. They assured me the installers were still coming and provided the name and phone number of the third-party delivery company — but calling them resulted in no answer.

By 6 p.m., the window closed with another complete no-show. At that point, Best Buy’s customer service line had already closed for the day, and they are not open on Sundays, so I had no way to reach anyone. December 8 — Attempted Escalation On Monday, December 8, I called again. The representative I spoke with — like most of the people I interacted with — was kind, patient, and understanding. She offered to escalate the issue and promised a personal callback within 24–48 hours. Two days passed with no callback, no update, and no change in the system.

My online appointment page now showed two separate entries — one stuck on the old date and one marked “needs rescheduling.” December 10 — Final Attempt When I called back on December 10, I was offered another escalation and another promise of a callback in 24–48 hours. However, the next available appointment they could offer me was January 29 — more than two months after my original order. At that point, I chose to cancel the entire order, and I will be purchasing from another retailer.

Final Thoughts The representatives themselves were polite and clearly tried to help, but the system behind them is completely broken: Deliveries and installers do not communicate with customers. Best Buy customer service cannot meaningfully coordinate with the installers. The automated rescheduling system operates blindly and does not account for repeated no-shows. The online scheduling interface malfunctioned and generated conflicting appointments. Promised escalations and callbacks simply never happened. In the end, I received no installation, no delivery, no communication, and no dishwasher — only repeated no-shows and hours of wasted time. I cannot recommend Best Buy for appliance delivery or installation. Even though the individual representatives were kind, the overall service is unreliable to the point of being unusable.

Then through Best Buy customer service on another click through on their website and working through an AI agent before I got to a live agent, the live agent finally discovered after 15 minutes that the order was lost. They’re saying it’s lost and yet there’s a picture of the Driver It was given to on the website with his name! They refunded the money which I will wait to see if I receive the refund, but I’ve already put a stop pay on my credit card. I will literally never do business with this company again. I am so disgusted with the whole process. Back to Amazon and done with Best Buy. I would seriously caution anyone who is thinking of doing business with them to go elsewhere.

Unfortunately, when my Samsung refrigerator failed, Best Buy and Samsung both pushed repairs out more than a week — while I had no working fridge and no food at home. I hired a licensed technician myself for $89 because TotalTech would have charged far more and still couldn’t get to me in time. I asked Best Buy for reimbursement of the $89 service fee and a small amount toward the food spoilage. They denied everything.

This experience showed me that TotalTech doesn’t offer the support customers are led to believe it does. Worse, after years of loyalty, Best Buy couldn’t offer even the smallest gesture of goodwill. Other retailers — including Home Depot — offer 5-year Allstate protection plans for around $225 that actually cover everything, are honored without a fight, and consistently support veterans. My experience showed Best Buy does not. I’ve canceled my TotalTech membership and will not be returning. I’m sharing this so other customers can make informed decisions before spending their money.