Best Buy Fredericksburg

I purchased an appliance on December 1st. It was extremely important to me to get the delivery date, and I was assured multiple times that it would be delivered by December 16th. After taking my money, Best Buy sent me an email saying I wouldn’t get it until mid-January. I canceled the order the same day and was told my refund would be returned within 7 days. It’s now day 12, and they still have my money. You can’t talk to anyone in the store at all. Their customer service has been a nightmare. I just sit on hold forever, and when someone finally responds, it’s more empty promises. Don't use them! They lie and refuse to help. They say the same things over and over again but I still dont have my money.

Been a customer for almost 30 years and never a bad experience, normally love love love going to Best Buy and spending $ there. Not anymore. Bought speaker online in "excellent condition with all parts" - speaker delivered without strap. No big deal. Go on app and explain, their AI or whatever tells me to "choose my home store" which I do / tells me to select a store with the speaker I had in stock (which I do), drive there 45 min in traffic, wait in line 30 min, told no exchange (even though app knows what I bought and told me to exchange it), so I offer to just wait for the strap to be sent, they say NO, I show them what app told me to do, they say "not going to look at your phone", tell me "we do not control app" and that "app is misleading" - zero empathy, condescending, rude, basically tell me "we will waste your time, tell you to come exchange this, say you cannot exchange it and then return your $ (they even offered the wrong amount in return!)". When I voiced my displeasure (not a happy voice but not yelling) manager acts like he has been offended and tells me to call customer service. Says he is not dealing with app and only option is to give me my $ back (which he apparently cannot figure out the right amount to give back). Again, I try to show him how I not only was prompted to go to his store (Fredericksburg) but asked to verify stock but told to exchange it (see pic of app). In very rude tone he says "I do not know what you want me to say" - I respond "I do not want you to say anything, I want you to look at your own app or call the people responsible for the communication" Says he is not there to provide feedback or read app. Really ridiculous tone, horrible customer serve, threw their teammates under the bus and blamed them for my problems. To Best Buy's credit the people on the service line were EXCELLENT. Saw my transaction, saw when delivered (delayed twice and I waited around all day), saw notes from interaction. They created a case number and I encouraged them to pull video if they could from store. Best Buy - be better! Train these managers in store better. Customer Service is not where a store manager should be dogging the app or being rude to 30 year customers. This is not hard to get right. This picture below is exactly what the app told me to do multiple times no matter what I chose...

I always have good experience here.

Really small selection of TV mounts!!