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)

I'm sorry if this goes against the rules or anything, but I just got an email that my pick up appointment for the PS5 was cancelled. Has anyone else gotten the same email?

Update: The agent I talked to mentioned that some stores overbooked appointments and that's why they are being cancelled. I'm not sure how valid this is, since different agents keep giving me different responses.

3 weeks ago, our dishwasher stopped working. We went to Home Depot and they had a deal running on Bosch dishwashers. We liked the 500 and the 800 was nice, but we got priced out. I put the 500 on order from Home Depot and went home. Later that evening, I saw the 800 through Best Buy on sale for <$100 more than what I just paid for the 500. I got it on order and set delivery for the following Thursday and cancelled the Home Depot order.

Wednesday night, I double check the appointment. 7AM - 7PM. Huge window, but whatever. My wife rearranges her schedule to be home all day. Thursday at about 1pm, my wife calls support because she was hoping for an ETA on the delivery only to be informed that we had no delivery scheduled today. I check the email and the appointment has disappeared on the website (I still have the confirmation email trail). Customer service tells my wife that the appliance hasn’t arrived, but it’s not backordered and guarantees it will be in by next week Thursday and he schedules us a new appointment for the following Thursday (today).

Last night, I check the appointment and it still looks good, 7 to 7. My wife has rearranged her schedule to be home for delivery and when I wake up this morning, the SAME THING HAPPENED!!!! Customer service is looking into it saying that they haven’t received the appliance from Bosch, but in both cases I received absolutely zero communication that the appointment was cancelled until the day of. At this point, we’re going on 3+ weeks without a dishwasher, which wouldn’t be a big deal, but we have baby bottles to wash and we’re spending 3 hours a day washing and sanitizing baby bottles and other dishes.

What are my options? If I cancel, I have to go place an order through Home Depot or another company and wait another week, pay more for the thing we were originally going to order because the sale is over and there’s no recourse for the hours and hours we wasted trying to get this thing delivered.

Sorry this is long winded, but the whole ordeal is very frustrating.

For the sake of brevity, I'm going to try and keep this short. So earlier this week I ordered a dishwasher to replace mine that wasn't working. I made the order and it's to be delivered today between 7am-7pm.

The problem is, for whatever reason I'm sitting in bed and hear my washer turn on, (not begin a cycle, but just receive power) it had no power before and I've tried troubleshooting it with no success. I don't know what caused it to all of sudden work, but I'm currently running a small cycle through it to make sure it's working correctly.

It's looking like it's going to work, but that also means that I have a dishwasher coming today and I'm not sure how to go about canceling it, or if I even can. It's 1:30am here and so I can't call the best buy number until 8am and my local store doesn't open until 10.

What are my best options to cancel? I hate inconveniencing folks and I would also like to not have an extra dishwasher for no reason. Do I just simply refuse the delivery and say I'm going to cancel it? That doesn't seem like the right way to go about it. Would I then lose some of my money?

Any help would be great!

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've noticed it's much more difficult to cancel orders that are even months from release now. For example, yesterday I ordered a $300 SSD that the website told me would arrive today. Then I get an email this morning that I won't be getting the item for maybe even another two weeks. But I can't cancel through the 800 number because "that department is closed today" (LOL), and then the online support agent tells me I can cancel if I try again in two hours. I try again in three hours, and then I'm told I have to try again in 24 hours. So they are trying to force me to pay for this item they can't deliver on.

In another instance, I had preordered an item that wasn't coming out for months and couldn't cancel it after it was delayed. I had to call in, and then I was grilled as to why I was canceling. What is going on???

I was wondering how long do you wait for the clients if they are late for the appt. Is it like the apple store that it is 15 min? Do you even help them if they are late? Especially for apple appointments. Let me know.

I wanted to share a frustrating best buy appliance installation experience to hopefully help someone avoid making the mistake I did (buying an appliance from best buy). TLDR: Best buy delayed my delivery, but not my installation without telling me (making my installation impossible since the product wouldn’t have arrived). Then I called best buy to reschedule the installation. BB claimed a glitch in their system prevented rescheduling the installation and to call back tomorrow. They have now said this every day for almost a week straight. Still no microwave installation scheduled. Still no sense of when Best Buy may be able to schedule the microwave installation. And all of their support people will gaslight you by telling you that the delivery is scheduled even though your issue is scheduling the installation, so you have to spend 10 minutes explaining their own system to them.

Friday-July 18: I bought a GE microwave plus installation and haul away from best buy and scheduled installation for Thursday, July 24.

July 24: I checked my order status to see if they had narrowed the arrival window, I discovered that delivery had changed to July 31 but installation remained scheduled for July 24 (which is of course impossible since the product wouldn’t have been delivered yet). I asked to reschedule installation and they told me a glitch in their system shows the installation as in transit still which prevents them from rescheduling the installation, but it will resolve in 24 hours and I should call back tomorrow .

July 26: I called back and was again told the glitch hadn’t resolved, but it will resolve in 24 hours and to call back then.

July 27: I called back and was told the same thing again. After an hour on the phone, I was told they were escalating to someone who would be able to override the glitch. They told me that on July 28 someone would call me from the escalation team to resolve.

July 28: No one called me from the escalation team. I called and spent an hour on the phone and was finally able to get a supervisor to take a look. They told me that they needed to send a form to the warehouse to resolve, but that it would be resolved in 24-48 hours. However, they told me the form was already sent to the warehouse on July 25 as a result of a prior call (so more than 24-48 hours ago). The supervisor said they would send the form again.

July 29: Having heard nothing from best buy, I called and after an hour on the phone reached a supervisor. He told me the form actually wasn’t sent to the warehouse on July 25 but had been sent on Sunday July 27 and typically take 24-48 hours so it should be solved tonight. So basically either (i) the prior supervisor was correct and the form was sent friday but the warehouse just ignored the form or (ii) the new supervisor was correct and the best buy team just didn’t submit the form for 3 days despite me calling multiple times.

Its now been 11 days since I ordered the microwave. I still don’t have an installation date. Best Buy claims that they can’t just call the local installer to schedule the appointment manually. Instead, the only solution is to send the form to the warehouse (can’t call them either) and hope that the warehouse eventually reads it. And after that happens, the supervisor said they “may” reach out to schedule the appointment. Maybe not. Who knows.

I do not plan to order an appliance from best buy again. Open to suggestions if other retailers are more reliable.

Anyhow, just wanted to flag that best buy has the most insane installation scheduling system and if anything goes wrong, you may be trapped in delay hell where Best Buy thinks a solution is to tell you that there is nothing they can do to schedule the installation you have paid for.

I bought a 98 in TV during the Black Friday sale with free mounting. The delivery and installation was originally scheduled for 12/1. At some point, they rescheduled it to 12/2 without any notice. I just happened to check the status of the order and saw it. Well I have another appointment on 12/2 so I rescheduled it to 12/4.

12/3 night, they hadn’t gave me an updated 4 hour delivery window so I called support to confirm. They assured me that it’s still on. I cleared out the day for them.

12/4, delivery window still says 7 AM-7 PM. Called support at 11 AM again to confirm. They said they still saw that it’s on for today. 3 PM, support emailed and said the installation guy called out sick and asked me to reschedule. At this point, they’re booked over a week out! I decided to cancel the installation service and do it myself. They made me contact customer support to request the delivery of the TV and the mount.

12/5, I reached out to support to request my TV and mount delivered. It took 2 transfer and the 3rd person just to say they submitted an escalation and someone would reach out. So here I am waiting hoping they know where the TV is.