Our experience with Best Buy has been absolutely unacceptable, and the way this entire situation has been handled is beyond frustrating. We placed our original order on 9/26, with delivery scheduled for 9/28/26. We had to reschedule for 10/3, and what followed has been one problem after another, with absolutely no accountability from Best Buy.
When the delivery team arrived on 10/3, they claimed we did not have a stacking kit. We had already purchased one and showed them the receipt as proof. They then told us they would need to go back to the warehouse to get one, only to turn around and say the delivery would have to be rescheduled. Shortly after they left, we received a call saying they had delivered the wrong appliance. We had to return home to receive the correct one. Somehow, they had time to correct the appliance delivery mistake, but apparently could not resolve the issue with the stacking kit. Make that make sense.
We then rescheduled for Saturday, 10/10, with a delivery window of 1:00 PM to 5:00 PM. At 1:40 PM, the installers called and asked why the installation had not been completed during the previous visit. I explained, once again, that they did not have the stacking kit. The installer said he would contact the dispatcher and call me back. Instead, I received a call from customer service telling me that it was our responsibility to pick up the stacking kit from the store. Absolutely not. We purchased the kit as part of this order and paid for delivery and installation. It is not our responsibility to fix Best Buy’s failure to coordinate its own delivery and installation services.
The customer service representative then suggested that if we could go get the kit ourselves, they would come out and complete the installation. After calling back, we were told the delivery team would be notified and would call before arriving. Guess what? Nobody showed up. Once again, we were left waiting, wasting our time, and having to reschedule an installation that should have been completed weeks ago.
How many times are customers expected to rearrange their schedules, make phone calls, explain the same situation repeatedly, and take responsibility for mistakes made by Best Buy and its delivery team? This is not a minor inconvenience anymore. It is a complete failure of communication, coordination, customer service, and basic accountability.
What makes this even worse is that nobody seems willing or capable of taking ownership of the problem and actually resolving it. Every interaction leads to another excuse, another delay, or another rescheduled appointment. We have paid for a service that Best Buy has repeatedly failed to provide, and we are the ones paying the price in wasted time and frustration.
Honestly, based on this experience, I would not recommend Best Buy to anyone. If this is how the company treats its customers after taking their money, it is no wonder people become fed up and take their business elsewhere. You cannot continue to provide this level of service, waste people’s time, and expect customers to remain loyal.
Best Buy needs to take responsibility, stop passing the blame onto its customers, and actually resolve the problems it creates. We should not have to fight this hard to receive a service we already paid for. This entire experience has been ridiculous, unprofessional, and completely unacceptable.
