Lacey J.

We were looking forward to purchasing our major appliances from Best Buy because of their quality products and established and well-advertised customer service but our experience has cost us many unnecessary hours of frustration. I'm writing to express my dissatisfaction with Best Buy's customer service.

First, we tried to place our order online but received error messages directing us to call our order in (please see the attached images). When we called, we were disconnected multiple times (not a result of our connection) during the conversation. Only on the third time my husband was disconnected did the customer service representative call back. He had to call back the other times and explain everything all over again. Because of different reps accessing our order thereby locking it, each new rep he spoke with could not make changes or even access the account. They suggested that my husband go to a store to schedule the installation because they couldn't do it over the phone. He did go to the Long Beach store where they weren't able to confirm the installation date because the install department was closed and couldn't get anyone on the phone. I had to call the next day to schedule the install when they told me they would call and they did not. During that conversation, I was told by a rep that we could use gift cards to pay for the installations but in reality could not. We were also told the dishwasher install would be free but the installer charged us $200 because he had to install a different fitting (which was not specified in the product description nor in the required installation kit).

Next, the stove delivery & install were scheduled for the same day (9/26). We were sent an email the night before showing that the install was scheduled before the delivery of the stove!?!? Because of this mistake, the install needed to be rescheduled for days later causing further schedule changes and inconvenience. We were without a stove for more than 2 weeks.

After notifying Best Buy of these issues, I didn't hear back from anyone for 3 weeks or so. I pressed the issue and received more terrible customer service. I am never shopping with Best Buy again and would advise you not to as well.

Raise contacted us and made good on all of our issues! They reissued our discounts and listened to our concerns about seller ratings.

(First time I ordered a Chipotle gift card, which we received but went inactive after 4 times of using it. Next, we tried a Yogurtland gift card, which we never received. Then we tried to place an order that was cancelled immediately because of a duplicate address. There is no seller transparency.)