Best Buy
reviews and complaints

I have 2 appliances (washing machine and oven) that are covered by best buy's geek squad extended warranty. The oven has broken multiple times and 2 different companies have been sent to do the repair. Neither one did any work- just came and said they would come back then never returned. The oven is still broken. Now our washing machine broke 3 weeks ago. As usual the repairman came and said he needed a part and scheduled a day to come back and finish the repair. He didn't show up. I still have a broken washing machine after 3 weeks. The necessary part is sitting on my kitchen counter. This is breach on contract on best buy's part as they are obligated to fix the broken appliance and they continue to send people out that do not complete any repair work.

My Service Order Number is 00860-[protected]

I walked an Apple computer for repairs into Best Buy, Charlottesville, where I originally purchased it. I walked it in because I could not talk to anyone by phone, or chat, or schedule a repair online, as has been noted in other Best Buy complaints. Incredibly frustrating, because this was an hour drive for me from my office in Culpeper, VA.

The folks in the store were courteous and helpful, although a tiny bit concerned that I did not have an appointment. They did however take my computer in for repairs. Although an Apple certified repair center, the computer had to be sent to Kentucky.

A week later I received an email from the Geek Squad that I would need to authorize the cost of the repair which was 2/3rds the cost of a new laptop. The email contained a phone number for me to call. I called multiple times which got me to a machine, which told me to press #2 to get to repair authorizations, which told me to call the direct line for the Charlottesville store, which told me that they are no longer taking phone calls.

Day three of calling, I finally reached a "real person" who was apparently as frustrated as I because she told me she was working from home and then hung up on me when I told her that I was just trying to tell the repair person that I could not authorize a $1500.00 repair on a five-year-old laptop. Hung Up On Me as I Tried to Return Their Call.

I pride myself on being a polite person, which recently has been no small feat. Day four. Mustering up patience and a resolve to remain polite, I was able to contact another Best Buy Representative for the Geek Squad who also told me that she was working from home and who also HUNG UP ON ME.

Determined not to be defeated, I immediately called again, and this time was able to talk to a young lady who politely took my information and resolved the issue. At the end of the phone call, I thanked her for her kindness.

Over the years, my husband and I have purchased appliances, phones, and computers from Best Buy. Never Again. It is unconscionable that customers are treated this way. While I appreciate that Best Buy is trying to protect folks from COVID, their current system is not only frustrating their customers, it is also fostering a hostile attitude among some of their representatives towards their customers.

I will be copying this complaint to Best Buy headquarters and to Apple.

Brought my iphone 8 to Morgantown WV store July 17, 2021 at 11:40 AM as per appointment to have battery replaced. Received text via different phone stating service was complete. Picked up my phone, thinking that battery had been replaced and that I was good to go. I was deceived into signing the release, as the agent made no mention that my phone was no longer operable. Prior to the service, the phone was totally functional and had approximately a 60 percent charge remaining. The Best Buy tech who destroyed my phone made bogus statements on the release stating that it had water in it and that it would not charge, although prior to him touching it the phone was completely functional. Had I known that I'm receiving a phone that was no longer operable, I would have refused to any type of release.

The worst costumer service. Spent two hours on the phone and getting the run-around with this company just to have a service person come out and fix an installation problem. Still Ridiculous! Called them yesterday 7/16/21 and explained that my dishwasher wasn't installed correctly and that we had previously called about the issue. We ended up having an LG technician come out and they told us that we needed to contact Best Buy back again because the issue was with how it was installed and that the hose wasn't draining properly and therefore also ruining the motor inside the dishwasher. And first of all they installed the dishwasher using my old hose from the previous dishwasher! So I called Best Buy to set up an appointment, only to spend two hours on the phone and them giving me hassles. First they claimed I didn't have tech support which I did and had proof of that on the receipt, then they tried to push it off on LG again after I had just explained they were just out, then they said that they had to speak to my husband because he's the one who purchased it, and then they are making us pay for their installation mistake even though it's under a year and under tech support. Unbelievable! Spoke to a customer service rep in Asia that had no manager or supervisor that I could speak to. With this type of service I will never buy from them again! My request was simple, to schedule an appointment to have someone come out and fix my dishwasher and install it correctly. Instead I had a two hour phone call with them giving me hassles.

They not listing to my computer problem

I have an account with this crappy company (which I assure you I will NEVER use again). I contacted the company two to three weeks before I moved (a month ago) with my new address. A month later I never received my Account Statement. So I called today to find out that my address was NEVER changed, which means that my personal information that was on the Account Statement is floating around somewhere for anyone to get their hands on. So the idiot I talked to (yes, it was a supervisor) informed me that she wouldn't change my address because I didn't have the three digit code on the back of the card (which is still packed someplace). So, unless you change my address I will not be receiving my Account Statement which means I don't know when my payment is due nor do I know how much I owe. I've attempted to deal with this crappy company (oh and by the way the washer and dryer I bought in August 2020 has already needed repairs). I will NOT be responsible for any purchases on this card due to the inability of this company to handle their business properly.

Order: [protected]
Hi There,
I got my LG Velvet phone at Jun 1, 2021, but the screen was crashed at 6/10/2021. I used it very carefully without any falling down or other accidents. Also I used it only as a phone and I don't have data plan. In addition, my case and protector are all perfect with no damage.
I found the crash is from a very small dot in the screen edge. So I believe the only reason might be that clicking the voice control button and causing the issue. It should be the design issue, or the small point has been already there when I got the phone but was very difficult to find it at the beginning.
I contacted the seller and bestbuy, but the seller refused the return or refund and let me repair it by my own cost.
The bestbuy support team cannot help either. They said it was not sold by bestbuy and they only can offer $60 as the screen replacement.
Firstly, the original screen should be cost around $300, plus labor fee and tax, should totally more than $350. Also I want to return it because if it is the design issue, it will cause the damage again soon.
I hope you can help me to get the full refund. It is only used by 10 days within the return policy in Canada.

Thx,

Allen

I bought a 42" DACOR built in refrigerator Saturday 6/26/21 at my local Ft Myers BestBuy. The fridge was delivered Wed 6/30/21 by a crew from Miami installations. Sadly, the crew had never installed a 42" built in and stumbled around for nearly 3 hours. They also did not use the new water supply line that I purchased from Bestbuy which was a mandatory purchase and installation item per the manufacturer. The water dribbles out of the dispenser and the ice cubes are tiny. I phoned the store and the manager stated I must go through the installation phone number he provided. I clearly explained to the installation rep that I needed an experienced team to come and replace the new line on the new 42" builtin unit and they advised me that I was in good hands and an experienced crew would come out and resolve the issue. Today is 7/5/21 and the driver called advising he would arrive at 10:45a. I asked if they were experienced and gave him the details on the fridge and the work required. He stated they were on a team of 2 and they needed 4 to perform the task. So they stopped by and said they would report the issue to the main office and left. So here I sit with no ice and no fridge water. Horrible installations experience.

Two weeks ago, I received an email from Best Buy to renew a service. I no longer wanted it, therefore I did not authorize the payment for a renewal. The bank shut down my account due to the suspicious activity I reported. The charge was reversed, but I had to get a new debit card. Yesterday, Best Buy attempted to put the same charges through, but the bank reversed it again. I went on Best Buy's website and noticed they had my new debit card number which I never provided them. Additionally, they charged me for another service I did not authorize. I called Best Buy and had both subscriptions canceled. I also chatted with an Agent to get the debit card information removed from my account. My biggest complaint and problem with the situation is that Best Buy had my new debit card information without my permission and made charges without authorization.

Today my fridge was to be delivered between 9.00 and 1.00. At 9.00 this morning they call and tell me they can't install the fridge today because it's a four man job and I need to reschedule. I spoke to a manager who said it would be rescheduled in two to three days.
I have the paperwork from the store that clearly states the make and model of the fridge. On Friday a technician came to my house measured and photographed the fridge that was being replaced. I cancel all engagements for today and my wife had to reschedule some of her day.
I'd appreciate it if you could re-examine the decision to postpone my installation to another day.
I brought the Themador fridge at the Buckhead Atlanta store the sales associate Jerome was awesome.

Order #bby01-806461889659
Edward R Legenza
[protected]@gmail.com

Ordered refurbished iPad to be delivered in four days. It did not show and still showed pending. So I called support and they said there was confusion at the warehouse about the availability of the item. They did not know when it would ship, hence I cancelled the item.

The same day received a notification the item had indeed shipped. Called back and was told that was a technical error, the item was indeed cancelled.

Saturday 6/12 received a usps notice that same order was attempted delivery in Kentucky, I live in Tennessee.

Today received notification that the order was delivered to me at 426 Larkspur Way Sevierville, TN

Called again and agent switched me to someone who claimed the order was not cancelled despite what I had previously been told. Upon saying that I did not receive any item, the agent then said it was delivered to BB warehouse in Kentucky. Call [protected]. Said a creditor wind be issued.

I do not see a charge on my BB credit card, but it is very aggravating to keep calling to see why I am getting all these notices. It is also aggravating to be told an item was cancelled twice only to hear from a third agent that it had not ben cancelled.

What is going on! This makes me not want to buy from Best Buy again

ref: https://www.bestbuy.com/site/electronics/customer-service/pcmcat87800050001.c?id=pcmcat87800050001

Best Buy Fox Point, Wisconsin, serviced my 2014 HP laptop for hard disk low space. I reserved an appointment. Dropped computer off at the appointed time. Problem resolved.

However, when I arrived home the day of pick-up and opened the device, a gray screen appeared, and I could not log in. I immediately called Tech Support, and during the conversation, I logged in again with success, so I canceled a new reservation while on the phone.

Shortly thereafter, the gray screen appeared again. Without making a reservation, I took the laptop back to Best Buy. Four days later, I picked it up. The Agent asked if I got a call about the problem. I had not. Best Buy could not fix the problem. Intervention would now require manufacturer involvement. I opted to call HP.

It is ironic, in my opinion, that the gray screen issue popped up the day I picked up my laptop. I did not have the problem before then.

Best Buy waived the $84.95 flat-rate labor fee because of the delay in diagnosing the issue and not contacting me about the inability to resolve the issue. Mortarboard issue. The problem will worsen. Translation: New computer down the road.

While sitting in my vehicle after I left the store with my laptop, I asked myself, "Why didn't you bring up -- again -- the fact that the gray screen issue on log-in happened only after Best Buy Geek Squad serviced your computer for another problem? Why didn't the agent address this fact when you brought it to her attention on June 7th when you took the computer back?"

The new problem occurred only after I picked up my laptop the first time, following the resolution of the original problem. It makes me wonder. Hmmm.

Im writing this complaint to warn others and find some help with secure online services. I purchased a total protection plan in hopes of helping my current ongoing breach of my online accounts and dealing with identity theft and fraud. Also some of the other benefits included in home services with appliances and security devices too. In the initial purchase i left my tower to be wiped and to have a new operating system installed with nothing attached from before. When returning to pick it up it was serviced by someone that I believed was not a regular employee for he was not in geek squad uniform and the employee that went to fetch him referred to him as if he was a special technician called for the job. I then discovered upon start up of my computer that my printer was attached still and there was now chrome installed and a user. I didn't think to much as if it were any funny business related with it until later incidents. The next service I called for in home services to have any viruses or installed services not by myself & have it taken off. When it got suspicious is when the tech showed up and was acting in standoffish manner and didn't even want to touch my computer he stood back and only gave me advise that I dont believe helped change anything. I eventually just took their remote services off from my computer and went with another service for about 3 months. Then after moving i decide to call for their services to install surround sound and while the 2 employees were at my home in uniform and were very helpful I brought up about having some wired in home security cameras installed. They said they could do those services to just call and set up a future appointment so they could have the right tools and a latter to install through the attick. So I did and waited for that day. Now before I explain the details let me first say my landlord has 2 cameras on the property on the edge of my roof out front. The day of my move in I showed up early and my land lord was putting a device into the entrance of my attick in one of the bedrooms where I live on the 2nd floor of a duplex. I was concerned with this and hoped the technicians could tell me more when they came to install my system through the attick. The day of the install the person showed up not in a geek squad vehicle or uniform and by herself. I was under the impression from the last 2 employees that it was a 2 man job and this lady began with denying me services due to being upstairs and them not having a 28 ft ladder and left. I searched all over there policies and pre appointment set up on my behalf and couldn't find anything saying they dont perform service on 2 story houses nor did the 2 that came to do the surround sound and would think they would no if they couldn't do the services on my home while being in my home at the time. So I called made a complaint and was told they had to reach out to a district manager about it and I would be contacted back. I awaited all day with no call so I called back and complained and they still had not received a explaination or response from district manager which I then asked for a refund and why a normal service was called in for a district manager to be involved with this. They then set another appointment like everything now was ok to move forward with the install. So the next appointment a guy showed up that was not a employee of geek squad and I left with my mom staying there why the install was performed. When returning home I realized that the install was performed without any going into the attick and all cables were exposed and attached to my wall running through my living room. I could have saved myself 320 dollars and ran the cables myself that way. I hired the service for the simple fact that I wanted it professionally done and hidden cables and I dont like atticks. I complained again and they now offered to send someone back out to perform the install as it was suppose to be done the 1st time. So I await for the next appointment. But I believe they had gotten a call avoid installing through the attick and that's why I have gotten no explaination and they gave me the run around to stall me while they find someone to come back with right knowledge of what kind of service to perform without exposing what has been already been set up.

Absolutely ridiculous! I have been diligently trying to purchase an Xbox Series X since last Oct 2020. Not your fault. I know the situation with China.
What ticks me off is, I finally find one on Best Buy's web page and I cannot have it shipped to my house. It must be an in store pick up only. I searched every store in Ohio, Kentucky and Indiana and none of them had one available. Why doesn't your web page tell us which states they are available and save us the time? Here I am jumping through hoops validating I am not a robot, double clicking and waiting for the final purchase with credit card in hand. I finally get one in my cart and you don't want my money because you won't ship to my house. I am paying up front and you don't want my money? I had a game, the console and the memory card in my cart. total cost $780. But Best Buy doesn't want my money. I guess they do not want me as a customer in the future.

They are suppose to deliver my refrigerator on 6/8/21 between 7:30 am / 11:30 they called at my door left work drove home 14 Min they gone. they wouldn't come back they call me evening tell me not for sure will try to fit in for 6/9/21 no one ever called back to say they were coming so again i call missed again they say wrong # wont come back 3 days no refrig no one will do any thing.

I have been a geek squad fan for decades even though my local store sucked when it comes to customer service. It finally closed and the nearest is nearly an hour away. Dropped of pc for repair and called to set up the ability for an aid to pick up when ready as I am now homebound and crippled.
Flabbergasted to find that "they don't answer store phone anymore".
Wow, a retail store that doesn't want to talk to a customer.
That's a retail store that doesn't want me as a customer. Ever again!
Canceled geek squad coverage I have had for 13 years. Bye bye best buy!

Order # [protected] Miloje Bircakovic 513-445 Glengarry Avenue buzz code 0513 Windsor Ontario N9A 1P7 [protected]@yahoo.com I've been chatting repeatedly with your team and nothing is ever resolved I have contacted your Best Buy team and I'm never given any answers about why this item hasn't been shipped and no tracking information sent via email. This has been escalated apparently and I'm still waiting to hear back from this concern team I'm extremely frustrated and I deserve answers as a paying customer I was also told that I would not be charged until the fan was shipped and my card was charged before this happened and no one can give me solid answers or information please email me as soon as possible thanks