Best Buy Danvers

To Whom It May Concern, Best Buy Customer Relations: I am writing to formally express my deep dissatisfaction with the service surrounding my recent purchase at your Danvers location on November 22nd. I purchased a 75-inch television, a wall mount, delivery and installation services, and a warranty—totaling approximately $1,000. I also arranged my schedule to take the delivery day off from work. At the time of purchase, I was guaranteed delivery by Friday, November 28th, with a verbal assurance from my sales representative that he would attempt to escalate delivery prior to Thanksgiving. While I understood the holiday week could present challenges, the confirmed Friday delivery was acceptable. On Wednesday, November 26th, I received a reconfirmation call from Best Buy. During that call, I made it clear that I would be home with my three-year-old and had taken the day off specifically for this delivery. I also noted that, given my proximity to the Danvers store, an earlier delivery—if possible—would be appreciated. I was told that should not be an issue. Despite all of this, I was contacted at approximately 9:30 AM on the day of delivery and informed that my installation was being cancelled because the wall mount—which was in stock at the time of purchase—was suddenly unavailable. This was entirely unacceptable. When I asked if the television could at least be delivered and set up on its legs temporarily, I was given an inappropriate and unprofessional explanation involving customers “accidentally receiving free TVs.” The installer then went on to disparage Best Buy as an employer. I requested a call from the store manager immediately. Instead, I received a call from general customer support, who first stated that the TV could be delivered on legs, then retracted that statement, and ultimately informed me that I may not receive the TV on Saturday due to routing issues. I was also told that system problems prevented any changes to my order. After being promised a one-hour follow-up, I received a call nearly four hours later with no resolution offered. This series of events represents a failure in communication, professionalism, and basic customer service. I have been a loyal Best Buy customer for over 20 years, hold a Best Buy credit card, and have spent tens of thousands of dollars in your stores. This experience has fallen far below any reasonable standard. At this point, I am requesting a meaningful resolution, including appropriate compensation for the failed service, the inconvenience, and the loss of a full day of work. I expect this matter to be addressed promptly and professionally. Thank you for your immediate attention.

Mike k (Best buy) and Christopher (geek squad) honestly are nice and very helpful through my experience there, thank you so much!!

Great Store Appearance, High Levels Of Product Quality, An Outstanding Customer Service Experience And High Levels Of Staff-Friendliness. A Great Store Filled With Great Individuals And Excellent Products.

I was having a problem with a promotion I had bought into in July. I had been to Best Buy and Verizon a couple of times as well as on the phone with Verizon for two hours last week trying to solve the issue to no avail! I returned to Best Buy today and finally Angel spent quite a while helping me. He was extremely patient and diligent till he solved my issue. He is knowledgeable. even tempered and kind. Best Buy needs to hold onto him , give him a promotion and a raise!. Thank you so much, Angel!