Best Buy Poughkeepsie

Unacceptable Repair Delays and Poor Communication from Best Buy I purchased a Pioneer 55″ Class LED 4K UHD Smart Xumo TV from Best Buy less than a year ago. When it stopped powering on, I first brought it to the Poughkeepsie store on January 2 and received it back by January 13. Unfortunately, the TV still did not power on at home, so I returned it to the store the same day (Service Order #0460-260113-40775, Serial #XUHR1VA004107). Since it was still under the manufacturer’s warranty, Agent Josh checked it in and informed me it would be sent to the New York service center. For over ten days, the status remained stuck on “Check In – We’re getting your device ready to ship.” I had to call on January 24 to push them to finally ship it. A tracking number was then provided (S100774343), but the status has since been frozen on “In Transit” with no actual movement shown. UPS has no record of this shipment. It is now the end of January—more than two weeks since I dropped off the TV. When a friend checked three days ago, they were still told it was “in transit.” This morning I stopped by Best Buy and spoke with store manager Mo, who claimed it had arrived at the service center but had not yet been checked in. This entire experience has been incredibly frustrating. What should have been a straightforward warranty repair has turned into weeks of delays, misleading updates, and poor communication. The service system at Best Buy has clearly failed in this case, and I will hesitate to purchase from them again.

Purchased appliances on the 10th and the stove and dishwasher are open box so we had to pick those up on the following Monday. I was told the Microwave would need to be delivered to the store from the warehouse and that it would be delivered on Thursday the 15th as I have an open house on the 17th. We went in to pick it up and were told that we would get a email (Never was told that) but he wanted me to get a Best Buy card smdh and that it would be delivered on Sat the day of the open house. The salesman Tom was completely aloof to how things work and has now made things very frustrating. Wish they would train their employees better so that expectations that are spoken are met and that we are not to look like fools when we go in to pick up a item that was said would be waiting for us. Not a great experience.

It has been one of my favorite spot over the years. I have always find what I looked 😌

Google Review Best Buy Best Buy Total member — repeated failures, canceled service, inaccurate records I’ve been a long-time Best Buy customer and a Best Buy Total member, but this experience eroded my confidence in their service system. In July 2025, a gas range purchased and installed by Best Buy in August 2023 began shooting flames from the oven during broil. Two service visits produced conflicting diagnoses, and Best Buy ultimately chose to replace the unit. I upgraded to a KitchenAid dual-fuel range, but two separate replacement units (Sept and Nov 2025) had the same defect: a yellow, abnormally high flame on the front-left burner. (See attached video). From there, service became chaotic. Major Issues: * Multiple technician appointments canceled, including same-day cancellations * A confirmed service window where no technician ever arrived, notwithstanding representations from call center personnel on that day that the technician would honor the appointment. * A false service record claiming an in-home repair was completed when it never occurred. The customer service call representatives apparently relied upon this false information when we were told that Best Buy would not provide further service visits because we already had one and because the range was under the manufacturer’s warranty. * Repeated hand-offs between customer service reps, none with full visibility * No way to share photos/videos with technicians in advance * No tracking or real-time updates for technician arrivals (unlike Best Buy deliveries) To be clear, individual employees were generally polite, diligent and trying to help. However some of the representatives I spoke to had accents that were difficult for me to understand. The primary problem is the fragmented support system behind them. This situation cost Best Buy a sale they didn’t need to lose. We would have kept the range—it likely needs a simple fix related to the natural gas/propane conversion — but after weeks of cancellations, misinformation, and incorrect records, we lost trust. Best Buy has now agreed to a return and refund, and we plan to buy the same range from a local retailer instead. Bottom line: Best Buy Total did not deliver the level of service it promises for our range.