This is a copy of one of the letters I sent earlier this year, after this and waiting for month or so was contacted and tried to give a.05 cent discount. Yes, nickel, and than purchased another $10, 000 worth of speakers and had more damage done to my custom wall unit, which they said they could not have done. Never did they see or send anyone other than who actually did the damage out to see. They said they would call and never have. They said they would send me original box that they had to replace a defective speaker with, which by the way, I feel maybe refurbished and or used. And also was supposed to get back to me on other products I inquired about, which have not done yet. See below for original letter. Mike Evanchek [protected]@yahoo.com March 6, 2016 Best Buy Deptford, NJ Management I have to write this letter expressing my feelings and emotions in the matter of my ongoing dissatisfaction with the way your store and associates have handled my transaction in regards to the home theater install. It started over a year ago when I first visited your store in Deptford and inquired about some B & W speakers which I have always wanted. My wife wanted to have a custom built bookshelf in our living room designed and installed. I thought it was a perfect time to put together my surround sound and being that it was going to be a permanent piece, wanted to have you guys involved with the design. I visited your store and spoke to a sales associate which was very helpful, but explained that the Deptford store only carried certain models and that if I wanted to see or hear the PL1's that I would have to go to Mt Laurel store to their brand new showroom. I leave work early (in Atlantic City) and drive over an hour to see. I get there to find the showroom was still being assembled and I could not see or hear the speakers. I also was told by the associate that I would not be able to purchase speakers from them if I was dealing with the Deptford location. He went on to say that they would not be able to "get the commission". Upset, annoyed and tired still went back and spoke to Deptford location. I set up a consultation and that is when I met James, area designer. We spoke, he listened, I explained my wants, needs and also my intentions. I also told him my cabinet maker was around the corner from him and asked if he would meet to see project and help with the design. After James met with my guy, we started going over options and we listened to some speakers which we thought may be sufficient. He also knew the dimensions and area we had to work with. James let me know that I would not be able to use my current receiver and he showed me some options. We choose the one I thought was in the budget and also choose some speakers, wires, hardware we needed. First thing that became a issue was my wife wanted a wall unit that was very close to the wall and did not stick out far, she wanted a thin, clean look as far as the wall unit goes. We had to change the bottom cabinet to fit the receiver depth. Had to add another 3-4 inches, but my guy said should be no problem. After altering the dimensions and have had multiple conversations with James, I show up at Deptford, make the purchase and off I go home excited to get started. When I remove the box from my trunk I noticed the picture on the box and model was different. I called James and he said the picture shows unit with the face plate down and assured me it was correct. I never opened any boxes until the day of the install, and was letting them do so not to damage or lose anything. The day finally gets there and install happens but they had to get installer from Cape May area to drive up and do. They where, to say the least, not happy and also where in a hurry. The one mentioned he had some personal issues and had to get back in Cape May area by a certain time. Install done, and they said they couldn't use the speaker wires I purchased for whatever reason. Now keeping in mind, James and all associates explained to me how important and what difference good speaker wires make and I invested, what I thought, was a good amount. Still did not use. James also explained originally that I needed the new receiver because he was going to bi-amp. They left and I looked at bookshelf and noticed the receiver was indeed the wrong one and also they damaged the shelves that the speakers where on. (Still have not been reimbursed for). Contacted James and explained the situation and he assured me he would get handled, which he did. I than looked under the house where they ran the wires and they just left them on the ground and never put them up, out of the way. We use our crawl space for storage and they would for sure get damaged. The wires behind the receiver where just crammed behind and not neatly put. I also noticed the speakers where never bi-amped as instructed. They have to return again and rerun wires and clean up initial install which they did. They installed new receiver and off they went. Turn it on and it sounded horrible. I contact James and he said he would come out to listen. I read the instructions and tried to calibrate myself but really don't think I did correctly. After many conversations and a few trips from James, he agreed, it did not sound good. He wanted his counterpart from Mt Laurel store to take a listen and I also was having issues with James not returning my calls so I have Center Manager Jim also tell me he would come out personally and take a listen, which never happened. I keep getting told of being sick, time off, lose of loved ones, which I get and understand. Than we get to the even worse part, the unit after a week or so is developing so much heat, it actually starts to damage and warp the new wall unit. Contact James again and he comes out to see and listen. Still no response or fix for the sound and or replacement of the speakers. But he send me out some fans. Sets up appointment to have fans installed, guy shows up and says wrong fans and he would not install them anyway in such a nice custom cabinet, my cabinet guy would have to. I set up another meeting with both your installers and my cabinet guy and James, still no definite solution. Keeping in mind many and many unanswered messages and time is passing. I even speak directly to Jim, manager at Deptford, who assures me he will get handled. Now my cabinet guy may have to remove the whole unit to install these fans and or do on premises and they said it may not even work. During this time, James has a associate from Mt Laurel come out and listen and he did some adjustments and raised some levels but still said the speakers are the wrong ones for the application, not enough room in back to release air and should have had front port hole speakers ran. He did do some minor adjustments and it did sound better finally. But still not what I was looking for. I finally made a decision to remove receiver all together and put in another area of the house, due to the fact the fans may not even work. Once again, after waiting and waiting had them relocate receiver but than did not have long enough cables to properly do the install so they "rigged" it to work. The sound if horrible and I had no sound when TV was in smart hub, Netflix, etc. George came out and did some reprogramming and moved some cables, but still no surround in regular TV mode and sounds horrible in all other modes. I have been more than patient and have been speaking to James on Speaker return and he also gave me a price on upgrade to the 805D's but now after calling him everyday and not getting return calls, he said he lost his Corp card and he got a promotion, so let him set up an appointment to have correct cables ran. But he still hasn't got the OK for speakers. Enough is enough, I have been more than patient and understanding. I have a custom built wall unit changed to specs for a receiver that can't go in it. I have a house that has been torn up for months now, I have a wall unit that is damaged and in process of being repaired and I have a surround sound system that sounds absolutely horrible. Not to mention, my wife who has been great through this whole thing. I have not even documented the countless hours and time spent at home and on the phone trying to get things handled. I still have the outside area and downstairs to do and I just spent another $3-4, 000 at Christmas with you guys between here and Florida. I know I may not be your best customer, but I do feel I am better and more loyal than most. I don't know where we go from here but I am extremely disappointed and frustrated with the whole experience. I would like someone other than Jim & James to contact me over the phone and discuss how we are going to handle and get this done, over and hopefully rectify the situation. Sincerely yours, Michael Evanchek After this and many months of waiting, came to some sort of agreement but still ran into other problems and than further damage occurred which I am still waiting on a return call for.