Best Buy Nashville West

Not enough money in the world for everything I want in there

Buyer Beware, do NOT purchase a major appliance with an extended warranty through Best Buy. I am in the middle of the biggest customer service nightmare of my entire life. I purchased a $5,000 GE refrigerator with an extended warranty in April 2024. I started having issues in May 2025 and finally called Best Buy for service starting in early July. They have sent a third party service provider, US Appliance, to my house several times and it has only gotten worse. The last appointment was 3 weeks ago and after they left I lost cooling in the entire unit. (I had to throw out everything from the fridge and freezer. Luckily, my warranty does cover food spoilage up to $300.) However, US Appliance came back to troubleshoot and said they needed to order another part and they would be back in about a week. A few days later, I received a call from GE that the part was in and someone would come the next day to service it. No one showed up. I called several times over the next few days. I spent hours on the phone with Best Buy only to be told US Appliance is declining to do the work and I need to be rescheduled with a different third party vendor. The new vendor doesn’t have an opening for 13 days and they won’t even be fixing my fridge when they come, they will purely be doing a diagnostic test! I have waited at my house and changed my schedule numerous times waiting for repair people to come only to have it still not working properly after they leave! I have been on hold for an hour on 2 different occasions. I have had numerous people tell them they are escalating this issue 3 times over the past week and I have never gotten an escalation call back. Several people have commented they have never seen a situation like this and apologize for my experience yet NO ONE can do anything to help me! I have never seen a customer service process where someone cannot help. I had to purchase a small fridge since my $5,000 GE is not working and no one is doing anything to help me. This situation has caused me physical and mental stress for the past 2 months and I am suppose to wait until another provider gets involved and then go through their back and forth of trying to fix it! The minute US Appliance stopped accepting the work orders I should have qualified for a new fridge so I can move on with my life. Instead, I am continuing to spend my energy and time following up, waiting on hold, changing my schedule to be available for someone to come out. It’s absolutely ridiculous. I wish I would have never made this purchase through Best Buy.

Good place to shop there employee's are very nice and helpful

I used to only shop BestBuy for large products as they had a great return policy. No more! The company seems to be going downhill and I strongly advise against buying a product you can't physically carry back into the store. I also really hope you don't need to deal with customer service as that process has tanked as well. Less helpful and about as nice as a cheese grater.