Geek Squad - Best Buy

The entire process has been a fiasco. And we have had to pay the price for it in both dollars and time. The first snafu involved confusing an electric dryer for a gas one. That got taken care of through multiple telephone calls to Best Buy (and here I have to compliment a particular agent, Shawn Riley, for taking care of the problem helpfully). Then the delivery person broke our faucet while trying to remove our old washer. We ended up having to pay the plumber for replacements. Then came the real money/time waster. We had carefully chosen and ordered the particular Samsung dryer that we did so that the door would open from right to left. Best Buy sent us the dryer with the doors the wrong way. Interestingly enough, they admitted to making the mistake early on and stated clearly that they understood this to be a contractual matter. But they would not send someone out to change the door. And of course since we had already had the plumber put the new dryer in, as a result of Best Buy telling us (incorrectly) that the plumber could change the door easily, albeit at our own expense, we would have lost a significant amount of time and money paying our plumber to come out again if we exchanged the machine. So we are now paying a Samsung techncian out of our own pocket to remedy a mistake that Best Buy created by sending us the wrong product. p.s. The Best Buy staff with whom we spoke -- and we have wasted a lot of time on the phone -- promised to have a manager call us; never happened! This has been a very bad experience.

I purchased a Samsung washing machine and dryer from Best Buy in Framingham in June 2012. Three days before the agreed upon delivery date, I received a call from the Best Buy warehouse informing me that the Samsung models that I selected are discontinued models and that they are not available in the warehouse for delivery anymore.The sales representative offered to sell me similar models from LG as opposed to Samsung for the same price that I had paid for the Samsung units. I accepted his offer although I was somewhat disappointed because the washing machine that I had originally purchased was 4.0 cu feet and the sales representative substituted the order with a 3.7 cu ft washing machine. One day before the reschedule delivery date, I got a call from the warehouse telling me that they plan to deliver 1 white unit and 1 red unit - I told them that that is unacceptable and that both units were supposed to be white. They had to reschedule my entire delivery again resulting in a further delay of two days. At the store, I had place an order for the dryer cord and dryer vent kit. This was omitted from the final order confirmation that I received. I decided that I would go to the store and purchase these items separately rather than risk not having them on hand at the time of delivery. The overall experience was very disappointing.

Our experience with Best Buy was very good. The sales team, the price, and the product were all great. We had done our research before we went and knew a lot about what we wanted. They had a good selection in the brands we were looking for and the salesman made us feel very comfortable. The price they offered us was very good, too. They installed them in our home for us and the workers that came did a very good job. Overall we've been very pleased with them.

They were very helpful. They came to the house and set it all up for me.

We finally found the perfect size refrigerator that would fit into our tight kitchen. We purchased it from Best Buy and had them deliver it to our house. They dropped the fridge and dented it in two places. Getting them to replace the doors was like having a second job. They never followed up with me, I always had to call them. When I called, I ended up dealing with around ten different people and they all had different answers about the status of the replacement doors. It took a month for them to replace the doors. In the process, I went on their website and found that I could have ordered one online but they were acting like they had to get the doors from over seas or had to bend over back wards to get our replacement doors from out of state. Maybe I should have just ordered it online! I'll never purchase any large appliances or anything that would have to be delivered by them again.

THE INSTALLER DID NOT CONNECT THE DRAIN HOSE VERY WELL. IN FACT IT SLIPPED COMPLETELY OFF AND THE WATER WENT RIGHT OUT ONTO THE FLOOR. I HAVE BEEN GIVEN THE NAME AND NUMBER OF BEST BUY'S CLAIMS ADJUSTER. THAT PERSON HAS NOT RESPONDED TO MY CALLS.

WE ENDED UP PICKING UP THE CAMERA AND NOT LETTING THEM REPAIR IT BECAUSE WE WERE DISSATISFIED WITH THE COMPANY. DOCUMENT EVERY CONTACT WITH THEM VERY CAREFULLY. DO NOT LEAVE AN ITEM THERE FOR REPAIR IF YOU NEED IT BACK BY A PARTICULER TIME - THEY KEPT OUR CAMERA FOR ALMOST 4 MONTHS EVEN THOUGH THEY DID NOT REPAIR IT. THEY WOULD NOT RETURN OUR CALLS AND WOULD NOT RETURN THE CAMERA FOR MONTHS.