Best Buy Aurora Outlet

I purchased a New: Open Box washer and dryer and picked it up June 1st 2024. The website said (and still says) these are sold with the full manufacturer warranty intact. I also purchased the 5 year Geek Squad service contract on both items. Our household is only two people (both adults) and the washer has seen light use. Eight months after purchase, a part failed and my entrance to Best Buy hell begin. Best Buy sent me to Electrolux for service, where I was informed that this was a USED washer and they had already repaired it for a different owner. They denied my warranty request. I would have been in trouble if I hadn't purchased the extended warranty. Except this is when my nightmare really began. I started with the Geek Squad chat, who sent me to another chat, who sent me back to the first chat. I decided to brave the phone system, where 50% of my calls were instantly disconnected when the agent picked up. Then I had to fight each one to understand my problem. No I can't go through Electrolux. You sold me a washer with fraudulent advertising. That's okay... humans make mistakes. It is how you deal with those errors that define a person or company. My one positive was that the holds were never long, but still took 20-35 minutes each call. Agents kept trying to set me up with an installation date, instead of a repair. Then they would tell me to contact Electrolux. Listening is a key skill for anyone offering service by phone... and Best Buy agents are missing this skill. They kept jumping to incorrect answers instead of asking for clarification. After seven calls I finally got an appointment for repair. Phew! Except they canceled mid way through the appointment window. My next offer was a week and a half out. 4.5 weeks have now passed from my first attempt. Return calls from management have not happened. I want a repair or replacement now, not some random date in the future. I want to see ownership where none has taken place. I do not trust that the repair will hold since the first one didn't. And then do I get to go through this nightmare again? As someone who's family has spent many many thousands of dollars at Best Buy, we will be looking elsewhere to shop in the future.

Great service and great deals!!!

Got great deals on a washer, dryer, stove, refrigerator, and dishwasher.

This store is just where they store open box items. The prices are still high too.