ZM
Zermin Merchant
Jun 20, 2026
Absolutely outstanding experience at this Best Buy! From the moment I walked in, the customer service was exceptional. Otto went above and beyond to help me with my purchase. They were friendly, patient, knowledgeable, and made sure all my questions were answered.
The entire buying process was quick, easy, and completely hassle-free. It's refreshing to receive such genuine customer service, and Otto made the whole experience enjoyable. This is exactly how every shopping experience should be.
Thank you, Otto, for the excellent service! I'll definitely be returning to this Best Buy for future purchases and highly recommend both the store and Otto to anyone looking for outstanding customer service.
VP
Valerie Page
Jun 5, 2026
On May 21, 2026, I purchased a Samsung over-the-range microwave, Samsung gas stove, and an Osmo mobile phone stabilizer from Best Buy. Unfortunately, what should have been a simple purchase turned into one of the most frustrating customer service experiences I have ever encountered.
The initial sales representative (Rich) was not knowledgeable about the products he was selling. He convinced me to purchase an SD card for the Osmo stabilizer, even though it was completely unnecessary. After I picked up my son from school and gave him the stabilizer, he immediately asked why I had purchased an SD card because the device stores videos directly on the phone’s memory. Realizing I had been misinformed, I returned to the store and successfully returned the SD card.
During that visit, I specifically asked the customer service associate to review my receipt to ensure everything had been processed correctly, including my future delivery and installation appointment. I was assured that everything was entered correctly and there were no issues.
Fast forward to my scheduled delivery date. I received a call from Alberto, who informed me that according to the system, I had taken the microwave and stove home with me on the day of purchase. I explained that I had not and that delivery, installation, and haul-away services had been scheduled. Alberto advised me that my installation would be canceled and instructed me to contact Best Buy.
When I contacted corporate customer service, they confirmed the same incorrect information and advised me that my only option was to return to the store to resolve the issue. After speaking with a store manager, it became apparent that this was not the first issue involving the sales associate who originally assisted me. Although the manager was professional and ultimately resolved the problem, the solution required canceling the entire transaction and starting the process over. As a result, I had to wait an additional week for delivery.
On the rescheduled delivery date, more problems arose. Jonathan arrived for the haul-away service but stated that he did not know how to remove an over-the-range microwave. He only removed the stove and left the microwave behind.
Fortunately, the installer, Marco, was outstanding. He was professional, courteous, and solution-oriented. However, upon arrival he informed me that I would need a new gas line for the stove installation—something neither the original sales associate nor the in-store Samsung representative had mentioned at the time of purchase. After already experiencing multiple delays, cancellations, and errors, I was forced to purchase yet another item just to complete the installation.
After everything was finally installed, I contacted Best Buy customer service to express my concerns. The representative acknowledged the issues and offered compensation in the form of a Best Buy gift card. What was most frustrating is that throughout the conversation I repeatedly stated that after this experience I had no intention of shopping at Best Buy again, yet the proposed solution was a gift card to spend at the same store. It felt like no one was truly listening to the concerns I was raising.
The only bright spots throughout this entire experience were the store manager who corrected the initial error and Marco, who went above and beyond to ensure my installation was completed. Unfortunately, their professionalism could not outweigh the multiple failures, misinformation, scheduling issues, lack of product knowledge, and overall inconvenience I experienced.
I typically shop elsewhere for appliances and electronics, but because Best Buy was conveniently located next to another store I was visiting that day, I decided to give them an opportunity. That decision ultimately cost me significant time, unnecessary frustration, and multiple trips back to the store.
My advice to anyone considering a major appliance purchase stay from BEST BUY .My experience was disappointing from start to finish.