Best Buy West Madison

Do not trust the delivery services used by Best Buy. The company they use has no tax filings or mailing address. There is no way they carry the proper insurances. When I had a major problem caused by the installers I went into the store to get answers and the store manager hid in his office. NO ACCOUNTABILITY WHATSOEVER. DO NOT TRUST THE COMPANY BEST BUY HAS BECOME.

Exceptional curbside service

Loving this place

Today I had a Toshiba Smart TV delivered by Best Buy. Within an hour of setup — after carefully attaching the legs and plugging it in — the TV would not work. The screen was completely black, it would not power on, and the product was defective right out of the box. I immediately contacted Best Buy customer service, expecting this urgent issue to be handled quickly. Instead, I was told they could “see the order was delivered” but that they could not do anything until the logistics/warehouse team updated their internal system to mark the order as “complete.” This made absolutely no sense — the TV was in my living room, broken, delivered by Best Buy’s own team. To make matters worse: • Support refused to escalate to a supervisor who could fix the situation. • They admitted they “had no way to reach logistics” and left me stranded waiting for a computer update. • They would not hold me a replacement spot in the schedule once the system updated, meaning I would be pushed to the back of the line despite reporting the issue immediately. • Their only “solution” was for me to bring the defective TV back to the store myself — after it was just delivered. This was not just inconvenient — it was insulting. I paid over $400 for this TV and trusted Best Buy with delivery. I arranged this specifically for an important event tomorrow at 1:00 PM, and now that event is at risk because Best Buy refused to act. Their rigid process and lack of accountability wasted my time, disrupted my schedule, and left me without a working product. This failure touches every level of Best Buy’s service: • Delivery/logistics for handing off a defective TV. • Customer service for hiding behind “system updates” instead of problem-solving. • Management for failing to escalate when an urgent replacement was needed. • Corporate policy for allowing internal processes to override basic consumer rights. This was a breach of trust and a breach of warranty. A customer should never be told “there’s nothing we can do” while sitting in front of a broken product that Best Buy just delivered. I will be pursuing formal complaints with the Better Business Bureau, my State Attorney General’s Consumer Protection Division, and the Federal Trade Commission to hold Best Buy accountable. Consumers deserve better than to waste time, money, and energy on a company that fails to stand behind its products the moment something goes wrong.