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Posts: 1
Registered: ‎06-01-2021

Please Help...Unable to Keep Installation Schedule for 2 TVs

[ Edited ]

I am at a loss and cannot get a resolution from Customer Support via chat, email, or escalation.



  • On 5/15/21, my wife purchased 4 TVs (one 43" LG, two 70" LG, and one 85" Samsung), 4 mounts, $199 technical support, and 4 TV installations from the Best Buy store in Westminster, CO.
  • We have been eagerly waiting to have the TVs installed over the last two weeks with our original appointment dates 6/1/21 for the two 70" LG TVs and the other two TVs on 6/2/21.
  • On 5/19/21, we had an in-home consultant come in to provide us a solution to our sound system that we would like to purchase for our in-home theater in the basement and upstairs living area. He definitely did a great job recommending a solution, and we told him we would move forward with the $4,000 purchase once we had our TVs installed.
  • On 5/27/21, we received an email saying  "Please schedule an appointment for Order #{removed per forum guidelines}."Unfortunately, my wife and I have spent an excessive amount of time trying to schedule the installation of 3 of the 4 TVs. We had to schedule the 85" TV for 6/11/21 because we were told the TV was damaged in shipping and now they have to transfer it from Texas. The two 70" TVs have been scheduled 15 times at least for various dates of 6/1/21, 6/2/21, 6/3/21, and 6/5/21 with each attempt being reset and an email with the subject "Please schedule an appointment for Order #{removed per forum guidelines}." with a link to schedule the appointment for the 2 70" LG TVs. I honestly am afraid I will never get these TVs, and I cannot in good faith spend more money with Best Buy when I have spent over $6000 2 weeks ago without any services or products. 
    • We have spoken to 9 different Geek Squad representatives (Rob, Harris, Rusty, Marie, Patrick, Francisco, Gabriel, Jim, and David), and they keep scheduling the appointments for us as well even though we have tried through the online tool. I have three case numbers ({removed per forum guidelines}, {removed per forum guidelines}, and {removed per forum guidelines}) without resolution. 
    • Based on what I can see on Best Buy's website, the LG TVs are now not available in the area until 6/10/21, and I do not feel Best Buy will provide me these TVs as there was inventory at the Aurora Warehouse yesterday but today nothing
  • Finally, someone from the installation department called because they said the system had an installation scheduled for tomorrow but canceled it. He had to cancel and set up the order again.
  • Our TV mounts were scheduled to be delivered today, but like everything else with this order, no in-home delivery person during the hours of 7 AM-1 PM, and it's almost 8 PM without mounts. No communication and the system still says an in-home delivery today. I chatted online and got disconnected. Called and got disconnected. I called back again and got disconnected. 
  • Tomorrow the installer will show up and not be able to mount the TVs because of no mounts.
  • I just want my TVs, mounts, and installation that I purchased 2 weeks ago. 
Posts: 275
Topics: 10
Kudos: 49
Solutions: 2
Registered: ‎02-08-2019

Re: Please Help...Unable to Keep Installation Schedule for 2 TVs

Hello, want2potato!


Thank you for joining our community here on the Best Buy Forums. Getting new TVs should be exciting, and I can understand being eager to have yours up and running as they should. While we are happy to look into this further, I notice that you mentioned that your wife purchased the TVs. Under our Privacy Policy, we will need to speak to the purchaser directly to discuss order details. Please know that she is welcome to connect with us here on the Best Buy Forums, Facebook, or Twitter so that we may be able to further assist. 



Jenni|Social Media Specialist | Best Buy® Corporate
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