Worst Customer Support I've Ever experienced
I have never experienced customer service as disappointing as I did with Best Buy regarding what should have been a simple resolution. When my new stove was delivered, I **did not purchase or request a haul-away service** for my old stove. Despite that, the delivery crew mistakenly loaded my old stove onto their truck and left with it while I was inside setting up my kitchen after the installation. Mistakes happen. I wasn't happy about it, but I understood that people make errors. I simply expected Best Buy to correct their own mistake. I reported the issue on Friday and was promised someone would contact me within 24–48 hours. That never happened. After hearing nothing, I contacted Best Buy through their live chat. My first representative, Davani, kept me waiting for over 40 minutes, repeatedly blaming the delay on a "slow system." During that entire time, there were no meaningful updates, no progress, and no attempt to resolve my issue. After 43 minutes, I requested to speak with a supervisor. Unfortunately, things only got worse. The supervisor, Karthik, didn't apologize for the mistake or show any concern about the fact that Best Buy's delivery team removed property they had absolutely no authorization to take. Instead, he questioned why I "allowed" the installers to take my stove. I explained that I was inside my home setting up the newly installed appliance and naturally assumed Best Buy's employees would only remove items they were authorized to remove. His response was astonishing. He told me that if someone had been there to stop the installers from taking the stove, this wouldn't have happened. Read that again. Instead of taking responsibility for Best Buy's employees removing my property without permission, he shifted the blame onto me for not supervising his delivery crew. That is completely unacceptable. Customers should not have to stand guard over delivery personnel to ensure they don't remove property they were never instructed to take. The entire interaction demonstrated a complete lack of accountability, empathy, and professionalism. The issue wasn't just the mistaken removal of my stove—it was the dismissive attitude afterward and the implication that Best Buy bears no responsibility for the actions of its own employees. I expected an apology, ownership of the mistake, and a clear plan to return my stove. Instead, I received excuses, delays, victim-blaming, and some of the worst customer service I have encountered in years. Best Buy made the mistake. Best Buy failed to follow up as promised. Best Buy wasted nearly an hour of my time in chat. And finally, Best Buy's supervisor chose to blame the customer instead of accepting responsibility. If this is the standard of customer support Best Buy considers acceptable, then the company has a serious problem with its customer service culture. I sincerely hope someone in management reviews this interaction because no customer should ever be treated this way after a company removes their property without authorization.