Best Buy Washington

I called Best Buy to schedule a service appointment for a technician to come out and see what was wrong with my Samsung Washing Machine that I purchased from Best Buy in St. George Utah LESS THAN TWO YEARS AGO. At the time I purchased my washer and dryer, I purchased a "Total Tech" service plan that renews every year. During my call, I selected the option for the Total Tech department and I was told by the "overseas CSR" that I needed to pay the $79 service fee upfront for her to even look for an appointment. After I paid the fee through the link she sent me, I was told that no appointments were available to schedule a repair person to come out. Instead I was told I would receive a call back from Total Tech Customer Support within 72 hours to see if I can get an appointment. I pay $180 per year for the "Total Tech" plan and was under the impression that by purchasing this plan, I would be able to get immediate help with my appliances through this program. I have been treated otherwise. Waiting up to 72 hours to receive a call from an overseas call center to see if they can find me an appointment is the exact opposite of immediate help. I tried to call my local store where I purchased the washer / dryer set from to see if they could help streamline the process and every call is routed to the same overseas call center where they have no idea how to take care of my needs. To date I have paid $360 in Total Tech membership fees. I am only going through this process because of this membership and the fact that the repair is supposed to be covered through that plan. However, at this rate, that same $360 would have been better spent towards the repair cost through a direct call to a local appliance repair company. I can guarantee that if I called a local appliance repair company today, I would be able to get on their schedule. Who knows how long I will have to wait to get on someone's schedule once (if) Best Buy calls me back. I am 36 hours in at this point and right now, I feel that Total Tech is a total sham. Best Buy should be ashamed of the decision it has made to keep customers needs at arms length by routing our support calls overseas.

Ordered item online.got to the store and within 10 minutes they came and loaded it in my truck.very courteous and efficient.gotta love Best Buy!

Ryan, the supervisor on site, was extremely helpful and resolved my purchase issue within 10 minutes from start to end. Great service with a smile. Thank you.

I ordered a TV online on 12/2/24, I had to drive 2.5 hours to go pick up the TV on 12/16/24. When James brought the TV out he looked at my car (SUV) and highly suggested I extend my pickup date and have someone come with a truck to pick it up. I explained to James that I was going to be out of town during Christmas and I didn't know when I'd be able to come back with a truck. James assured me that the store will hold my order as long as I needed. I drove the 2.5 hours back home and did exactly what he said, I extended my order pick up online but could only extend it until January 1st. I have the email confirmation. While I was out of town where I did not have internet or cell service, Best Buy then changed the pick up location to Kentucky (why on earth would they do this?) Now that I am home, I was going to extend the pick up date again but they canceled my order. I spent over an hour on the phone with Lloyd who stated he cannot reorder my TV at the same price and that I need to talk to someone at the store. Each time I call the store I get transferred to the same automated center that does not offer any service and will not transfer me to anyone that can help. I explained to Lloyd that I cannot just drive 2.5 hours to walk into a store to talk to someone. All I would like is the TV the I ordered, that I was told I could extend pick up for, WHICH I DID but they messed it up, and to reorder it for the same price I originally paid. I need someone to make this right.