Best Buy West Broad

Our Experience with BEST BUY – Important Consumer Warning We had an extremely disappointing and concerning experience with BEST BUY, and we are sharing this review to educate other consumers. On February 4, 2024, BEST BUY delivered and installed a KitchenAid 30” Electric Convection Wall Oven with Built-In Microwave (Stainless Steel). We paid $3,849, which included the appliance, delivery, installation, and a five-year warranty. At the time of purchase, BEST BUY assured us that the warranty would fully protect us, including replacement if any issues occurred during the warranty period. In April 2026, we began noticing a burning smell coming from the microwave portion of the unit. We were concerned this could indicate an electrical short or internal wiring issue. Following BEST BUY’s instructions, we immediately scheduled a service appointment and were advised not to use the unit, as it could potentially cause serious damage. During the first Geek Squad service visit, the technicians stated they could not identify any problem and claimed they did not smell anything unusual. However, the burning odor continued and became stronger, so we scheduled a second appointment. Once again, the technicians refused to acknowledge any issue and took no corrective action. They stated that odors were “normal” for appliances sold by BEST BUY and that nothing could be done. We scheduled a third service appointment, with the same result—no diagnosis, no fix, and no concern for the ongoing burning smell. Due to the serious safety risk, we filed a complaint with the Better Business Bureau. Only after this complaint did the technicians acknowledge the issue. During that visit, the microwave displayed an error code, the burning smell was clearly present, and the internal wiring was found to be extremely hot. This directly contradicted their earlier statements. On prior visits, the technicians had encouraged us to continue using the appliance despite the warning signs. Out of concern for our safety and the safety of our home, we made the decision not to use the microwave, fearing a possible electrical fire or unit failure. As a result of the BBB complaint, I received a call from Kristen (last name not provided), who stated she was the highest point of contact representing BEST BUY leadership. She promised to review the situation and assist with a resolution. More than one month later, there has been no resolution. BEST BUY continues to refuse replacement of the appliance, and their technicians are unable—or unwilling—to identify or fix the problem. Completely frustrated, I also attempted to contact BEST BUY’s leadership, including David Nygaard and members of the Executive Resolution Team, but no one has responded. This experience has shown us a complete lack of accountability, professionalism, and customer safety concern from BEST BUY management, Customer Relations, and Geek Squad. Based on our experience, we strongly advise consumers to think twice before purchasing major appliances from BEST BUY, especially if you are relying on their warranty and service promises.

Good

Very good workers.

I don't go here. I did when ii was a kid. But they could use some stars, right.