Best Buy Janesville

Picked up a new MacBook Air on Black Friday. They were super busy but were able to help us out efficiently and had the model we wanted in stock. Thanks guys!

ZERO ratings for customer support. No complains with the sales or with the staff. Now lets begin the whole story. We ordered a washer and dryer on Thanksgiving Day NOV 27. Our dryer has a bottom vent so not a conventional design, But we made sure when we informed them about the bottom vent issue. Rd 1 - Installation was supposed to be done on Mon Dec 1. Washer installation went all good. Dryer the crew had not idea how to install one with a bottom vent. So they rescheduled me for Fri Dec 5th Rd 2 - Dec 5th no notification no nothing they without any consultation or approval switched our appointment to Dec 8. Called to JOKE CUST. CARE - talked with supervisor ALAN about the issue case no. 367472751 and was promised it will be done on Dec 8. Rd 3 - Dec 8th no nothing got rescheduled to SAT Dec 13. Called CUST. CARE A JOKE - talked with supervisor NELSON about this ongoing horror CASE NO. - 367623300. We promised again it will be done on the Dec 13. NO COMPENSATION OFFERED YET. They can only offer compensationdo once the installation is done. Rd 4 - Dec 13 the installation team called and said do we have a seperate bottom vent installation kit?? If not they cannot come to install. Well this was news to us because BEST BUY made us pay for all sort of things when we bought the SET. We went to the store in person and talked with the manager JOSE he said they will make sure when the installation team will come they will bring the kit with them and RESCHEDULED US FOR DEC 16th ORDER NUMBER - 1125347391572 - DEC 13 @ 2.27 PM. We have a copy of the new date in writing from the store MANAGER - JOSE. Upon asking we were assured that a gift card will be sent to our address - AMOUNT NOT DISCLOSED. Rd 5 - Dec 16 come without any notification no nothing installation got rescheduled to Dec 20th. They delivered the bottom vent kit and left no other info. We went to the store again talked with the MANAGER JUSTIN informed him we are going on a vacation from Dec 19th and if he could help us. They gave me in writing ORDER NUMBER - 1125347391572 with the installation date DEC 18th Rd 6 - Dec 18 they never scheduled us for installation for this day it was still Dec 20. Reason being MANAGER- JUSTIN didnot cancel the Dec 20 appointment, which I personally think is a joke. Again went to the store. Talked with the MANGER of the day - At this point we stopped caring about the names. He offered to cancel the order and full refund will be issued or wait till DEC 20 (take it or leave it). There is nothing HE as a manager can do about it. Talked with their hotline and we were assured Dec 20 it will be done. But we are not home on DEC 20. So we will have to reschedule it again. This time upon request we were offered a $150 gift card. And upon asking what if its not done by DEC 20???? No answer. THEY KNOW WE ARE ON VACATION. Still we have informed them if they communicate with us on DEC 19 about the time frame they plan to come to install, we will make sure somebody will be there to let the guys come and finish the installation. BUT WE ARE PRETTY SURE WE ARE GOING TO GET RESCHEDULED OR SOME OTHER PART WILL BE MISSING OR ONE MORE EXCUSE. Almost 20 days & LOSING 6 DAYS OF PAYCHECK after buying the SET our dryer is still sitting in our garage. And their hopeless CUSTOMER CARE and ALL STORE MANAGERS OF THE DAY IN THE STORE ITSELF have to offer is a case number and apologies and false promises. HAVENT RECEIVED ANY GIFT CARD OR ANY OTHER COMPENSATION YET. We have OFFICIALLY filed a complain with BBB(Better Business Bureau) on DEC 18th and might be filing a case with small claims court about getting compensated for the lost wages and harassment & torture we endured in these 20 days. We have all the paper work to prove each and every word is correct. Funny thing is NOBODY I MEAN NOBODY from BEST BUY either STORE or CUSTOMER SUPPORT HAS EVER CONTACTED US by either EMAIL or TEXT msgs whenever they rescheduled us 5 times and still counting. HOPING THIS HORROR DOESNOT FOLLOW US IN 2026.....

Horrible customer service. Customer service hangs up on you, doesn’t call back, and I can’t even call my local store directly as all calls are routed presumably offshore. They mark devices as “ready for pickup” in system and then when you come to pickup it’s not ready. Would not recommend to anyone.

Great service