Never shopping at Best Buy ever again. Had such a horrible and stressful 5 weeks. I ordered almost $3000 worth of appliances, only for them to give me a horrible experience. I made sure to order everything early so once we move into our new house we would have everything in time( May 29). I had everything scheduled to be delivered and installed on June 15. Come June 15 and it was apparently cancelled, because all the items weren’t at the warehouse yet, even though I ordered it 3 weeks ago by then. And I asked for a timeframe for the washer and dryer because that was more important and they couldn’t even tell me that. I would call every single day and be on the phone for an hour to check up on if it arrived and they still didn’t know when. Then about a week and a half later I get a call saying oh it’s been here for a couple days already even though I asked them the day before. Then getting that scheduled was a pain too, for some reason they couldn’t schedule delivery, then finally a week later they scheduled it and the dryer came broken. So then I had to wait 5 more days for the new dryer. Finally washer and dryer were good. Now TV and ring cameras, again so many rescheduling from their end. Then on july 2 they finally told me they’re coming tomorrow (July 3) between 11-3. Then around 4 on July 3 they still didn’t come so I called them and they said oh they’re not coming today but couldn’t tell me why. Mind you I called the day before and early on a July 3rd to make sure it was going to come and they confirmed that it was. I was furious at this point because we stayed home even though we were planning on going out of state to visit family, so we stayed for no reason. She said the tv wasn’t at the warehouse but the 2 Best Buy locations near me had a couple in stock, again you guys had 5 weeks at this point to bring it to the warehouse. Then that day I went to Best Buy in person to sort it out. And the first thing they say is this orders a mess. Excuse me? You guys did it, why is it a mess. Even they didn’t know what to do. Then we decided to find our own handyman to mount the tv and we would just pick up the tv. He told us give us an hour to prepare it and you can pick it up. My husband came with our bigger car to pick up and it didn’t fit. So the next morning he went with his grandpas van to pick up and they wouldn’t give him the tv. They said his pick up is scheduled for Friday July 10. Even though yesterday we were told it’ll be ready in an hour. Even though the tv is in stock and available. They said there’s nothing they can do and couldn’t give us the tv. And the 2 ring cameras that was scheduled for July 11th wasn’t even going to come because apparently it was “cancelled”. We did not cancel it nor get the money back. So we ended up canceling the tv and 2 ring cameras all together and will go buy it elsewhere. Absolutely horrible experience and will never ever shop here again and will tell friends and family to avoid Best Buy.
BM
Boris Minic
May 23, 2026
Today I had one of the most frustrating retail experiences I’ve had in a long time at .
I ordered a $1,200 e-bike online and received both an email and text confirmation stating that my order was ready for pickup. To save time, since I had my young nieces and nephews in the car and had already ordered food to pick up afterward, I selected curbside pickup. When I arrived, I completed the online check-in process and received the four-digit verification code that I was instructed to provide to the associate when they brought my order out.
Except nobody ever came out with my order.
After waiting around 20 minutes, I walked inside to see what was happening. The pickup counter was empty, yet what really irritated me was watching another customer who arrived after me get a wine cooler loaded into their vehicle. Clearly some curbside orders were being handled while mine was being ignored.
I spoke with an associate at the register and explained the situation. I gave him my order number and could actually see on the monitor that my order status had turned red because of how long I had been waiting. I told them I would wait another five minutes, and if nobody came out, I was leaving and expected my order to be canceled and refunded.
I waited longer, spoke with another associate outside who also had no idea what was going on, circled the building once more, and still nobody ever brought my order out. At that point, I left.
I then called the customer service number to cancel the order and request a refund. Instead of getting help, I was bounced around between departments, repeatedly asked for information I had already provided, and was even told at one point that another department could help ship the item out immediately so no time was wasted. Instead, I was transferred right back into another queue.
After spending over an hour on the phone with a supervisor, I was told they still could not cancel the order remotely and that I had to physically return to the store.
When I went back and spoke with the store manager, Austin, the entire conversation felt like an attempt to shift blame onto me, despite the fact that I had proof on my phone including the pickup confirmation, check-in process, and verification code showing I followed the process exactly as instructed.
I also asked Austin if he could provide contact information for a district or regional manager because I genuinely believe there is a major communication breakdown happening within this store’s curbside and online pickup process. If customers are being told their orders are “ready for pickup,” then those orders should actually be ready. If the store is short-staffed or unable to handle curbside orders properly that day, then curbside pickup should temporarily be disabled instead of wasting customers’ time.
In my opinion, the responsibility for this entire situation falls on the store’s management and internal communication failures. Something was clearly mismanaged from the start, because there is no reason customers should receive confirmed pickup notifications for orders that are apparently not actually ready.
What shocked me even more was being told, essentially, that there was nobody above the store manager that I could contact regarding the situation. That answer alone was extremely concerning.
At this point, I would appreciate someone from Best Buy corporate or headquarters reaching out to me directly regarding this experience so this can hopefully be addressed before it happens to more customers.
The most frustrating part of this entire situation wasn’t even the delay itself. It was the complete lack of communication, accountability, and urgency from nearly every level of customer service involved. What should have been a simple curbside pickup turned into hours wasted, multiple trips across town, hungry kids in the car, and a customer left doing all the legwork just to try to cancel an order that the store failed to deliver properly.