Was supposed to have someone come out and remove a Google nest thermostat yesterday, so we could take it in to the store to get it checked out as it’s not connecting to the internet. We waited all day for geek squad to show up, didn’t want to leave in case as soon as we get in the car to go somewhere they show up.. and they never came. No call or anything.
I contacted the customer service number like 3-4x over the course of the day and they kept saying they got in contact with the driver and they were being held up at a previous appointment which just didn’t add up. Last rep I spoke with 4 hours after the 11-3pm window told me the driver never updated the system to add a delay reason. Apparently it was a third party contractor, Manada technology or something like that.
Ended up getting rescheduled for the 2nd of January with another 12 hour window 🤦🏽♂️ . Supposedly this is an actual geek squad employee not a contractor this time.. never had anything like this happen before.
Downvoted?
I ordered a 100” TV from Best Buy on July 26, with the in-home delivery + installation service. The first appointment was scheduled for Aug 5, with a ridiculous 12-hour window (7 am – 7 pm).
So I cleared my entire day… and nothing happened. No call, no text, no update. Just silence.
When I checked my order status, it mysteriously showed another appointment for Aug 6. Okay fine. I waited another day. By the afternoon, I reached out to customer service, and was told the truck had a mechanical issue, so the appointment was rescheduled to Aug 12.
Fast forward to Aug 12 — again, nothing. I called the Best Buy 800 number around 11 am. After waiting on hold for ~20 minutes, a rep named Maria picked up, spent 10 minutes “checking” my order, then said she couldn’t provide any update but would transfer me… and then simply hung up on me.
Not wanting to sit through another 30+ minutes on hold, I tried chat support. This time the excuse was: “the driver is sick.” They rescheduled me again, to Aug 16.
And today (Aug 16)? You guessed it. No call. No email. No truck. No installer. Nothing at all. Four scheduled appointments, four complete no-shows.
What makes it worse is that Best Buy never proactively tells me when they can’t fulfill an appointment. Every single time, I have to waste hours waiting, then finally contact them myself, only to hear some new excuse.
At this point, I’m almost curious: how many more times can they push this back? Is five missed appointments possible? Ten? I’ll keep you all updated…
Update (8/17): Following advice from one of the Redditors, I asked Best Buy to deliver the TV first and schedule the installation separately. They’ve now set the delivery date for 8/27. We’ll see how it goes... (Again, I don't think they will do it)
Update (8/24): Just got another email from Best Buy — delivery is now pushed back all the way to September 17. At least this time they told me before I spent a full day waiting around, which is… progress, I guess? 🤷♂️
I’m now planning to send this entire saga (Reddit link included) directly to the CEO of Best Buy. Stay tuned.
Update (8/28): I emailed the CEO on Sunday (8/24) and got a call from Corporate Support the next day (Monday). They promised to resolve the issue ASAP and said they’d get back to me by Wednesday at the latest. On Wednesday (8/27), I was told the new delivery date is now September 3.
Update (9/4): The TV was delivered on September 3, and installation was done on September 4. (End)