Best Buy review: Beware! Don't buy appliances from best buy!

BEWARE! Don't EVER buy appliances from Best Buy! Best Buy's installers cracked my granite kitchen countertop when installing my new appliances, and Best Buy has been a nightmare to work with. Best Buy hires 3rd-party contractors (who are not employees of Best Buy) to install appliances, and then Best Buy takes ZERO accountability when the installers screw up and damage your home. Best Buy doesn't care about its customers. As soon as you pay for the appliances, Best Buy turns their back on you. They blame everything on the installers, take no responsibility, and provide you with ZERO customer support. Six months have passed, my counter is still busted, and Best Buy has offered ZERO compensation.

In May 2026, I spent thousands of dollars buying a new KitchenAid dishwasher and an LG gas stove from Best Buy. A few days later, Best Buy's installers arrived to install the new appliances. During the installation, the installers cracked my granite kitchen countertop. They didn't say a word about it, acted like nothing had happened, and left with the corner granite piece they had broken off. We noticed the damage as soon as they left the house and immediately called our Best Buy salesperson, Stephen Carl Schaub, to report the damage that same day. We also immediately called the installers and spoke with their manager, Jorge "JR" Gutierrez with River City Installations LLC. Mr. Gutierrez admitted over the phone and via text message that the installers cracked our countertop. I still have all these text messages with Mr. Gutierrez admitting their fault. We asked them to bring the broken piece back to our house in hopes that we could repair the counter, but they claimed they could not find the broken piece they had taken. We also immediately made a damage claim with Best Buy's insurance company Sedgwick and submitted pictures of the damage.

Between June 2026 and September 2026, we spent so much time calling and e-mailing with the insurance companies. At their request, we obtained and submitted estimates to repair the damage. However, we never received any compensation for the damage, and the countertop is still cracked.

On October 3, 2026, I called and e-mailed Gabriel Ellinghouse, a manager at Best Buy's store in Brentwood, MO. Mr. Ellinghouse provided zero support and zero solutions to resolve this issue. He refused to provide me with any refund or partial refund for the inconvenience and terrible customer service I have received over the last several months. He refused to provide me with any contact information of his supervisor or regional manager. When I asked him to contact his supervisor and have him/her call me, he refused to do that. He also refused to escalate this situation to anyone else. He was rude to me over the phone and then actually hung up on me. Neither his supervisor nor his regional manager ever called me back. This response is not acceptable and definitely not what I hoped for from Best Buy.

On October 5, 2026, I called Best Buy's Corporate number to find out how much longer it would take to resolve this property damage claim. I was told I would be receiving a call back within one day. Again, no one ever called me back.

We have received horrible customer service from Best Buy. I’m very disappointed this is still going on six months after their installers cracked my countertop. This is not the way to treat a paying customer who spent thousands of dollars in your Best Buy store. I have filed a complaint against Best Buy with the Better Business Bureau, but Best Buy doesn't seem to do anything until you speak out on social media. So here I am, sharing my experience. We will see if Best Buy finally makes things right, but so far they have not done anything!