So, I called the store and was told that I would have to buy one of the open-box washers they have on hand. Yes, this would mean I would have to purchase a SECOND dishwasher. Because don't we all have hundreds of dollars lying around over Christmas?? I told her I would have to call back.
I called the store and explained the situation. Very quickly the associate told me she submitted an escalation ticket and someone would call me within the hour. I asked her if they had any other washers in stock, and she assured me escalation would go over all my options. Ok fine.
Keep in mind at this point, no one has even offered to reschedule my delivery or offer a discount for the inconvenience. Nothing.
I went in with every intention of buying a laptop and printer, but during my 20 minute wait, an employee blocked the computers I wanted see while he was reviewing a return. He ignored me this entire time, and walked away without ever returning to help me even though the other customer moved on to look at other items. I hung around in hopes of someone helping. An employee stocking shelves finally went to get help, but he was told they were too busy. So, I just left and ordered what I wanted off of Amazon.
Fast forward to December, we've called a few more times and they most recently told us to return it to the store. So we packed up the 55in 4k TV and headed to the store. A very nice young man was processing the return so I decided to go check out the appliances. I've recently bought a home and there are some things I'm looking to update.
We were at this location on black Friday to buy a dishwasher. We had been at a store closer to our home, but came to this specific Best Buy because the other location told us that this one had the dishwasher we wanted in stock. We found an employee and showed them the dishwasher we wanted. He confirmed that they had one in stock. However we were told that they could not get to it today because there were televisions in the way. We had a plumber already scheduled to install the dishwasher and could not wait. They refused to sell the dishwasher because they did not want to move the televisions. We walked out and luckily found the item we needed in stock at a nearby Lowe's. They didn't need to move any televisions and were happy to sell us the dishwasher!
Escalation called and suggested that I call the store to see if they have a washer in-stock that could be installed until my actual washer arrived. They agreed to email installation to see if a washer could be installed next day, but it was my job to find a washer. WHAT?!
She told us, after he'd already factory reset it that we'd have to get in home service via the week squad. When we asked why she was waisting out time (at this point it's been several hours on the phone and now waiting for the return that wasn't processed and having to wait again for a call and service appointment). So, she threatened to remove us from the store.
Tl;dr: If you see assistant manager Jill, avoid. Insignia TVs are garbage. Don't expect good service in appliances.
Best Buy needs to seriously improve their customer service experience if they plan on staying in business. I purchased a dishwasher in-store from them for the first time because they had a good price and have since been mortified by all the bad reviews I've found today detailing similar experiences to the one I'm about to share.
Not sure why Jill was having such a bad day but clearly she needs some training in customer service. All I want is for Best Buy to honor this warranty and have a working TV without 2 conflicting story lines about what I'm supposed to do to make this happen.
I went into the store looking for a dishwasher, and luckily had done some online research beforehand because no one approached me to help even though I spent several minutes looking at different models. I eventually went up to a "sales"guy who didn't even have to get up off his stool to order the washer for me. I was happy it would be delivered at the end of the week, just a couple of days before Christmas.
The evening prior to my schedule delivery I received FOUR automated calls confirming my delivery. The next morning I receive a call from a delivery guy informing me that my dishwasher is still in Chicago, and that I need to call the store to tell them they can't deliver it. Repeat...I HAD TO CALL THE STORE to tell them about the delivery issue...
I looked at appliances for the better part of 30 mins and watched the sales lady ask every single other person if they needed help aside from me. I was there first if you're wondering. Okay, fine she doesn't want to help me, I can buy elsewhere.
I called the store back and cancelled my order. I got no push back, no offers to go get the manager to see what else could be done, no offers to reschedule, or even a feeble attempt to save the sale. My total purchase, including installation, was close to $800. If Best Buy doesn't need my money, I'll go give it to another retailer that does. So long BB...
I get called by my SO to come back to the return desk because the assistant manager Jill decided, unprompted, that her colleague was "doing it wrong" by resolving our issue based off of the expectations set via the call center.
I stopped in the day after Christmas for a specific camera. After about 5 seconds of looking around, a store employee asked how I was and I asked about the camera. He pointed me in the direction and said he would be over there in a minute (he appeared to be restocking). I found the cameras and was looking at accessories maybe 30 seconds before he showed up, answered every question I threw at him, and helped me check out. The whole thing was maybe 15 minutes and I got exactly what I wanted at the lowest price. Great experience.
I decided to call the customer service line and reached a very rude woman who must have been taking calls outside from a New York sidewalk because I could barely hear her with all the background noise. She offered no other solutions, agreed that she wouldn't want to pay for two washers either, and then asked if there was anything else she could help with. It was so unclear to me that we were actually at the end of our call that I had to ask. There was no resolution, no other options presented, no support...
All around poor experience, not just about a return but also service in appliances.
My SO was returning our insignia TV because of intermittent audio issues that we've been calling about since we bought it in October. The call center told us that we could restart/reboot it to resolve the issue and return it under warranty if it continues to occur.
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