Best Buy Downingtown

We bought a fridge online. Rented a truck to pick it up and after we got it home and unpacked it we found the freezer door would not open due to a big dent. I called right away so they would hold another one for us. They told us they would put our name one one and give us a discount for our trouble when we exchanged it. When we got there to return it they told us they didn’t have any more and none reserved for us. They knew nothing and claimed the claim number customer service gave me meant nothing. Poor customer service, wasted a day, money, and will never go to Best Buy again. So disappointing and no one even seemed to care!

Purchased an oven last week. Installers turned it on to show us it worked and they left. At 350 degrees it shut off with an error code. Happed again. We reset the breaker. Happened again. Tried to call our local store to see if they could get us a replacement right away. But, you can’t call the store. It’s a call center. So I drive 30 minutes to the store in North Wales, PA and waited 30 minutes for the store manager to come out. He said it’s a different division and he can’t get me a replacement oven. I’d have to call the helpline. Helpline chat person says they can get us a new one in a week. Today they contacted us to confirm appointment. We asked if they had the new oven. They told us they don’t have one in stock. They were coming to take old one only. They were going to tell me that when they got to my house. I said take it, and issue me a full refund on the defective oven. Our old one was 25 degrees off so we replaced it. Now we don’t have an oven for Thanksgiving. Had I been able to reach a human right away we could have gotten old oven back while they were still in the area. Never again will I deal with Best Buy. What a mess!

Amazing

Best Buy - 10 Quarry Rd. Downingtown, PA 19335. (610) 873-2312 Placed an order including a Mac mini, keyboard, and mouse early in the morning. Placed it at this store 1 hour away specifically because it was the only store that had my whole order in stock. 6PM rolled around and only the keyboard and mouse were ready for pick up. Called Best Buy and was informed I was okay to go pick up my order because it was showing 2 were left in the store and I had already paid for it so it was being held at the store for me. Reiterated that I did not want to drive an hour to the store if I wasn’t going to be able to get my whole order. Needless to say when I arrived at the store they could not locate the 2 they had in stock advising it’s likely a system glitch. Manager stated “ I hate when people call in because they connect you to someone working at home and they’re just looking at a screen”. When I expressed my disappointment as a result of the unorganized back warehouse, Warehouse personnel got defensive and sarcastic letting me know it “wasn’t a warehouse issue because they’ve been looking everywhere for it since the order was placed in the morning” If I placed the order in the morning and by 6pm when I called customer service there was still 2 in stock and warehouse “can’t find them” it’s clearly a warehouse issue. Whether the inventory was logged incorrectly or the products were stored incorrectly. Still a warehouse discrepancy. My options were “wait for another store to ship it to you” and the classic “ call corporate and file a complaint” Really extremely disappointed with lack of customer service, customer experience ,and lack of professionalism from the manager and the warehouse personnel. Not that it matters to them at this point, but a point to add is that I have been a Best Buy member for God knows how long, I am a Best Buy Plus member and also hold the Best Buy credit card. Will definitely be thinking about this expirience during my upcoming Black Friday and Christmas shopping as well as any future purchases. Will also be telling my friends and family not to shop Best Buy at this location. If I could give it 0 stars I would. This type of experience makes sense why they have a 1.5 on yelp.