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Posts: 1
Registered: ‎10-11-2018

Installation Run-around!

We purchased a Television from the St. Petersburg, Fl Best Buy store on Oct 5, 2018.  At the time of purchase we made an appt for installation for Oct. 11, 2018 between 12-4.  Almost immediately we realized that no-one would be home at the time so rescheduled for installation to be done between 4-8 pm the same day.  Yesterday, Oct 10, they called to verify appt for today but not at the agreed upon time.  Both my husband and I attempted to contact the store for over 2 hours to no avail.  Our call was dropped numerous times--we were on hold for 45 min at a time--every attempt we made was averted by whomever answered our call and then transferred us to someone who transferred us to another person who transferred us to another person who transferred us AGAIN--all to no avail!  It was the most frustrating experience we've ever experienced from a store where we purchased merchandise.  I finally spoke to someone hours later via your Chat line on line.  The woman, Krisia, was extremely helpful and apologetic and gave me various numbers to call.  I finally got an agent by the name of Marlow who seemed to know what to do.  She apologized that our appt for this afternoon was no longer available but assured me that Sat. the 13th was available between 12-4pm.  Fine.  I accepted that appt.  Now today I get 4 messages from Best Buy telling me 1.) we missed our 12-4 appt for today.  2.) the installer was at our house and wondered if he could come to install (no one was home) 3.) A call confirming our appt for the 13th  AND 4) a call to cancel our appt for the 13th and moving it to the 18th or whatever the date was.  By that time I was so frustrated, I just want to return the TV and call it quits with Best Buy.  The frightening thing is I have a contract with the Geek Squad for a new computer I bought.  I can only imagine how difficult its going to be if ever I need service.  What gives with your company?  And what do I have to do to get this TV installed on the 13th?

Posts: 3,998
Topics: 23
Kudos: 261
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Registered: ‎12-23-2016

Re: Installation Run-around!


Thanks for joining us at the Best Buy Community forums. I apologize for the issues you’ve had with rescheduling your appointment. That isn’t at all the kind of experience we want our customers to have.   

I hope that , if it wasn’t able to be completed over the weekend as expected, you haven’t cancelled this order yet. I’d like to check it out and see if I can assist at all. Please reach out to me through a private message by using the link in my signature below this post. 

I’ll need your name, email address, phone number and order number to start looking, so please include all of that in your message.


Kyle R|Social Media Specialist | Best Buy® Corporate
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