Best Buy Cary

I am extremely disappointed with Best Buy’s online customer support. What should have been a simple process—ordering a TV with mounting and installation—turned into a frustrating ordeal that lasted over 1.5 hours. I was bounced between multiple agents, had to repeat my requests several times, and still couldn’t get a clear answer or resolution. Despite my repeated requests, the agents kept transferring me and failed to add the necessary mounting and anti-tip strap services to my order. The process was confusing, slow, and left me feeling like no one was actually able to help. To make matters worse, I could not find an official email or any direct way to file a complaint about my experience. I am leaving this review under the Cary location because there is no option to review Best Buy’s online support directly. For a company of this size, I expected much better communication and support options. If you value your time and want efficient service, I would not recommend Best Buy based on my experience.

My delivery was canceled at the last minute, after I had already taken the day off work to be home. The customer service representative who contacted me was unavailable to discuss alternatives (answering machine, no call backs). When I was directed to reschedule through the website, the next available delivery date was nearly a month away. I've already been waiting for two weeks for this date, what if they canceled again? Throughout this process, I was passed between multiple support channels, including representatives who seemed nice enough but disengaged, and automated chat tools that were not helpful. Ultimately, I canceled my order because it felt like there were no reasonable options available. Given this experience, I no longer feel confident making major purchases through Best Buy, and I would encourage others to be cautious when relying on Geek Squad for time-sensitive services. I don’t typically go out of my way to write negative reviews. I would much rather be sharing a positive experience and commenting on a satisfactory outcome, but unfortunately that was not the case here.

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Oh... To my surprise there was a sales representative who helped us find us a television and had technical knowledge too !! Store had products at great price !! Also, out TV was delivered in time!!