Best Buy
reviews and complaints

On July 19th I walked in Best Buy and purchased TV, and Laptop. I scheduled delivery so my membership that I pay for yearly could haul away my old TV. The Best Buy associate scheduled my delivery and told me I would get a call 24 hours prior. I am so frustrated. I am still waiting on my laptop for some reason Best Buy kept canceling my delivery because they did not have the laptop available. Thats understandable, but why couldn't I get the TV. They kept canceling my delivery, it was canceled six times because they were waiting on the laptop. Finally I after a frustrated email my TV was delivered by one gentleman but was not there to do the haul away. Me and the associate hauled the TV out ourselves. My TV was delivered on July 27th. Here it is August 16th and still no laptop. I have talked to Geek Squad, Customer Support, Customer Service in the store. This issue is still unresolved.

I made an order yesterday (8/14/23) in which both physical items were guaranteed delivered today (8/15/23). One item, the one I cannot use by itself, is supposed to be delivered today. The other, according to an email I received, will not be delivered until August 29, two whole weeks after the time I was supposed to receive it.

I contacted customer service, twice, since the first contact was terminated without notice or any error on my part. The second time I called, the customer service rep was utterly unhelpful, and made promises of a delivery earlier than what I have been told in writing. I asked her to email me with the correct information, but she said that she was unable to do so.

I find this interesting as, during the first conversation, my email was verified by the representative, meaning that the service agents have access to my email information.

The service agent refused to put her promises in writing, which means to me that they were meaningless. Nor would she put me through to her supervisor. When I mentioned reporting this to corporate, she offered to transfer me, then put the call through to the delivery service. This was not what I requested, nor what she offered to do. This means that her words, and by extension, the words of the company are meaningless.

Repair, product was purchased at best buy in abq., NM. called for service. diagnostic service on 7-23-23, parts ordered, install parts and repair set for 8-2-23, wrong part, reordered and scheduled 8-8-23. part damaged by UPS, best buy said they would not ordered replacement until UPS settled the claim. disputed with parts manager at best buy, was told they would override the company policy and expedite the replacement, new appointment set for 8-13-23, no show, reset for 8-16-23. part arrived in abq on 8-14-23, was told I, the customer would have to call UPS to get it delivered to best Buy, otherwise they would wait for delivery and then schedule a new appointment. I believe their customer service is horrible.

I bought an Ipad on 7/30 with the agreement it would be sent to me on 8/2 which never happened. The iPad dispatch was delayed for the next 7 days and Best Buy asked me over the next few days to hold because on each day the product was dispatched (without happening). Finally on the 8/9 they decided to investigate to refund me, a process that would take 4 days at most.

Today 8/12 I'm still without the item and without my money, worse is that BestBuy knows that I don't have the product nor my money back and keeps asking me to be patient. They don't take responsibility or care of their customer.

Day 1. Ordered a Frigidaire upright freezer in store. Walked in and a young man asked what we were looking for, then said he would send “one of his appliance experts” to help us. Waited 10 minutes and nobody showed up. Finally a lady came to us and said she didn’t know much about appliances but would help. Had the model number (FFUE2022AW) with me. Gave the number to the CS rep who then produced a receipt for a completely different product. I had to look up their website on my phone and show it to her before she finally found the correct product.

Several days later (8-9-23). Freezer delivered. Front of door dented. Deliverer gave us his card, advised us to contact store the following day to discuss refund for damage.

8-10-23. Called customer service number provided and was sent directly to corporate. Was given a choice to receive new freezer (we had already filled the new freezer) or receive $80 rebate. I had checked their website and the same freezer model slightly damaged open box was $120 less than what I paid, which would have been fair. I asked to speak to a supervisor and my request was refused. I hung up.

Called again, and was routed to a call center answered by a woman with extremely poor English skills who offered $83 store credit (which I did not want) or reordering option. Once again, I asked for a supervisor and this time I was disconnected.

Called a third time; a nicer man told me I would always be routed to corporate for customer service unless I knew the exact extension at the local store. Seriously? By this time I was livid.

My husband went 15 miles to the store only to be offered $50 store gift card or order a new freezer.

Over the last 10 years we have been faithful BestBuy customers and, for the first 10 years, received excellent products and customer service. Then slowly the quality of service began to diminish. My impression is they now expect you to accept whatever you get, regardless of the condition. All but the man in the 3rd phone conversation were borderline rude.

I have surprising news for BestBuy; I have other options for places to buy and, from now on, will absolutely exercise that option. My Total BestBuy membership will not be renewed.

I am not going to shop at your stores anymore due to the anti-white / racism that you are supporting in your management positions. It should not ever be hiring someone or not hiring someone because of race. I guess white people are 2nd rate citizens now. So, I will take me 2nd rate $ somewhere else!

Look up my name because I have purchased thousands of dollars of products from your stores and will not be due to your hate against white people! What a shame that you will become another Bud Light / Circuit City and have to close up shop or close many stores!

I called geek squad because my printer was not responding. A level one geek squad member was able to fix the problem but she told me that the printer was running too slow and my computer need updating. She transferred me to a level 2 person name Onum. He tried to make the printer wireless without a WPS button. My printer stop working and went in error mode. I tried to call back several times with 4 drop calls.

There was an unauthorized transaction of $378.54 on 2nd August 2023 from my credit card. It is shown money was deducted from BestBuy Burnaby BC. I made an online purchase from Bestbuy on 29th July 2023, and I entered my credit card details on your website due to it is a reputed company.

If you don't take action and do not return my money, I will inform to relevant authority accordingly.

You can reach out to me at [protected] for more details.

Fernando

The credit company CitiBank and the help at Best Buy are at least incompetent and likely thieves. I recently cancelled an automatic protection plan, because I no longer had the device being protected. I put the reason why I was cancelling in the subject line. I tried calling the department responsible and was hung up on 4 times. When CitiBank called for late payment I went through the entire situation. They were able to get the department on the phone with me, apologized for the inconvenience and said that they would resolve the issue. At this time the matter seemed solved, but 1 month later I received another call with the same issue. Again i explained the situation and again went through the step of rectifying the issue. A month later and they call again saying they had no record of the previous 2 attempts. I paid the fee and the FALSE late charges, and cancelled my account. A moth later and I get a written billing statement with a statement that they could no longer contact me by phone. Additionally they sent me a letter downgrading my spending limit for an account that no longer exists.

I went to best buy and bought a fridge with an ice maker. it was delivered on May 13th. No ice maker was in fridge. Went back to store was told it doesn't come with an ice maker, but on the website showed it did. they ordered an ice maker i had to wait another 3 weeks to get it installed. They came and installed it, said we would have ice in 3 to 4 hours. I came home from work and still no ice. I called and they sent someone out to look at it and replace it. But they had the wrong one. I was told they would have to order another one. I never heard from them so i went back to store, the mgr said I had to call geek people cuz he

couldn't do anything, So i called the geek people, they said they would be

on it right away. As of August 3rd. I still don't have an Ice maker.

I'm not happy. I Feel someone should be doing something to help me get

an ice maker or a fridge with one in it for the same price.

Thank You

Beth Ann Basgall

So Best Buy charged me a gas disconnection device (must be done by a carded technician for insurance reason in my province) for 150 CAD. The plan was to disconnect the device then show up the next day for pick up of old unit and delivery of new.

Best buy called to say they cancel the disconnection service 24 hours before delivery without providing any reason or alternate solution. By that time, the gas company had shut down gas in my appartment.

Im now eating cold food.

I called that freak show customer service to delay the delivery (because the could not take the old unit and therefore deliver the new). The customer service of Best Buy being the most incompetent I have seen in my life I asked them 4 times to confirm delivery would be delayed. I ask a confirmation email.

Of course the next day delivery people showed up at 8am while I was on a job meeting, unpacked the electric stove and took it back when I refused it (I still have my old gas stove plugged remember?).

I distinctly see them putting my now unpacked 2000 CAD electric stove next to a disusting old electric stove in the truck, wich is the best way to get a damaged good and roaches.

I have been eating cold food for a week now, CS send me an email to tell me to go downtown to get a refund because "they cannot credit my credit card from a distance". Its fun because I asked them when they can unplug the gas stove and its litterally not my question.

One week ago I purchased a big screen television from the store located in Missoula Montana. Delivery was to take place today (July 26 between 7 a.m. and 7 p.m.

I checked in this morning to insure that the delivery was to occur between 1 pm and 3 pm. No delivery

I called again at 3:40 pm and was told the delivery was on its way but they must have gotten stuck in traffic (Missoula IS NOT a big city) They then said it would be between 4 and 5:30 pm. 5;30 comes around no delivery. As I write this it is 20 after 6. I called again wishing to speak to the manager. The gentleman tells me that he can contact the store to have them call me and that call back will take 20 to 40 minutes. Still waiting.

I am disgusted with the quality of service because:

1. No direct number to call the store.

2. Your call center has NO ability to handle anything other than a very narrow scope of activities.

3. If you are so understaffed that you cannot handle a call (I have been on hold for more than an hour total time today, about 20 minutes each call) then how do you expect to get anything done.

4. You make promises you cannot deliver on.

5 If you don't deliver today which seems increasingly unlikely in light of the fact you have a 7 pm cutoff and it is getting very late, I will promise that you will need to Lawyer up. I promise I will sue you. And it is going to be a helluva lot more than the price of the television.

This complaint needs to be delivered to senior management as the serious complaint it is.

To whom it may Concern,

I am writing y’all for help for we have exhausted our efforts trying to get someone to help.

On Saturday July 15th, Esteban was sent to my Moms house to check the new stereo she bought. When turning on all the components at the same time the TV would not come on without having to take extra steps.

Esteban showed up with grease on his shoes and did not bring shoe covers. It wasn’t until he was in the family room that we noticed there were black marks everywhere from where he had walked and was sitting. My Mom - Marisa noticed the black marks on the carpet and asked him if had his shoes polished and he said no but did not apologize. She quickly went and got him some shoe covers to put on while he continued to work on her system.

My Mom has used Geek Squad multiple times in the past and this is the first she has encountered this issue.

We have tried calling multiple times to help get this issue resolved and keep getting the run around. After multiple attempts to get in touch with management - we are resorting to the top for assistance.

This is not an expense that my Mom should be responsible for for the lack of respect of not covering their shoes and walking on her carpet with black grease on the bottom of them.

We are asking for a professional carpet cleaner to come clean her carpet and if this can’t be taken out then we are asking for carpet replacement.

Photos available upon request.

Thank you for your help and prompt response. We are available for immediate assistance. Please call [protected] for we would like to get this resolved.

Address is 351 Goodnight Trail Dripping Springs TX 78620

Sincerely

Marisa & Rebekah

Let me begin by saying none of you online philosophy is genuine based on what you all have done to me!

This is bald face lie! I went to the store in Evansville today and spoke to three people on the 800 number and had a fine upstanding Manger Vee even try to help me. He was fantastic and he had no way to help me as the off-site people had no way to help him!

“ “

We’re committed to doing what’s right for our employees, customers and communities.

No one has done what is right for me. Instead, I have been robbed of all the insurance on my devices, received horrible on-line Geek squad services and had to pay for a brand new medically required apple watch because of your poor customer service manner.

This is my story:

The months of June and July I required a lot of onsite Geek Squad support as I am and have been a Geek Squad total support customer for years and years! I also keep three.. not one but three homes with all your merchandise. Look at my last 20 years of purchases. You would think that my loyalty for all the yeas and 1000$ of dollars of purchases would account for something! I received on line Geek support many times during June and July. Not one time did anyone om line with me mention my total support plan had expired. In fact, on July 15th, I was on all day with an agent that royally messed my outlook up. On morning of my birthday July 16, 2023, I woke up to find that all the work done on the prior day was a mess and was not successful. I dialed in and the chat agent immediately told me my plan was expired to renew and then call back in. Before I could even call back in I received some crazy pop up asking me for my confidential information to renew. It looked like spam or scam. I was reluctant to utilize this method. So, I called into the number I knew was real and told them to renew me. I asked them why they had not notified me. I had no memory of such! I am a business owner of several businesses and I assure you in the last 15 years I have never had this problem despite managing hundreds of emails daily. Long story short something out of control occurred ad my renal for the first time in 15-20 years expired unbeknownst to me. I attempted to renew with the card on fill about 5 times until the bank shut it down for fraud. Then I used my husband’s card and it rejected it and that card went on fraud alert. I was desperate. I had an urgent email matter to handle and had to get renewed. The online finally accepted my misc. different card! The system was locking me out and rejecting a good card on file. The 2nd good card I attempted to use until finally it accepted the last card. I am suspicious that this is just what happened in the systems attempt to run my re renewal on the card that was on file to start with that was good until it was shut down on fraud! Now I had two cards shut down on fraud because of what ever your system was doing?

The very polite and professional make store manager that attempted to help me in the store tried everything he could to help and to no avail with the rude people on the phone saying they had no authority to give me the same account which allowed my covered devices to be active. I left the store defeated! Lost all my insurance coverages. Had to pay almost $400 for a new medically required apple watch for EKGs related to my cardiac condition and now all my purchases have no insurance on them because the two females that spoke to the male store manager today 7/25/2023 claimed the system had no way to help me. Basically, I lost it all because of something that happened in your auto pay renewal attempt!

I am asking you to please :

• Investigate this matter

• Reinstate all my devices as active

• Replace my broken watch that I was not able to get replaced today related to this entire misjustice.

• Can you please help me restore my plan / coverages / devices. The expiration of my plan was totally related to something in your system. It was not my fault!

I also ask you to please look at the following 4 bullets of my horrible experience:

1. What corrective actions can you take for me?

2. How will you identify other customers at risk of the same poor outcome / consequence?

3. How will you make this right for others with same negative outcomes? I can’t be the only one?

4. Is this some type of built in default to steal customers insurance and coverages and save Best Buy Insurance Funders from claims?

5. How will you follow up to ensure this deficit practice does not recur to other customers?

Because I am unable to get anyone at the 800 number to give me the managers name or number at the Evansville Store I am hand delivering a copy of this to the manager. This is insane that a customer can’t call the store directly and ask for a manager!

In shock at treatment by Best Buy,

Angela Ladner Bond RN BSN MBA CLNC CDONA CPI

Chief Operating Officer / Starr Consulting

5677 Hwy 53 Poplarville, Mississippi 39470

C: [protected]

[protected]@att.net

Starr-Consultingltc.com

“Choose a job you love, and you will never have to work a day in your life.” Confucius

This has to be the worst customer service I've ever encountered.

Bought a nice new TV this month. Made appointment to have it installed on wall mount, left work early, cancelled appointments. Technician never showed up. No call at all, didn't answer my calls, NADA. Next day after 4 hours of chasing numbers and getting explanations from people overseas, was told the "system" cancelled it, reason not given. No one knew why. Went to the store of purchase in Grapevine Tx, mgr. had no idea what had happened, there were 2 in stock. I have been trying to reach a human that doesn't give me a scripted "I'm so sorry" for a week, no call backs.

There absolutely is no personal interaction from this company, every call goes overseas, local stores have no contact per phone with customers.

I can't believe Best Buy has degraded themselves to this level. As a business owner myself they should be out of business.

Looks like this is now a common problem for this company now.

I purchased a pair of Beats Studio 3 , from Best Buy online, June 30th 2023, They were delivered to my home on July 5th. Upon using the headphones, I noticed the calls and voice sounds were muffled. I was told this by several people with whom I would use the headphones with while talking with them on the phone. I decided to take the Beats back to a Best Buy here near my home for an exchange. Upon trying to exchange them the first time, the sales clerk said the Serial Numbers didn't match the online receipt I showed her and the Box of Beats when she scanned the product. She was right, the Serial Number on the Beats purchased online, were not the same as on the digital receipt. I went home and tried calling the service line 4 times, only to be told that I had to send the product to Apple! Why?! I was within the exchange /return policy time frame. Again, today I tried to take them back to Best Buy, but the manager said she couldn't exchange because of the Serial Numbers. NOW, I AM OUTSIDE OF THE EXCHANGE/ RETURN PERIOD. it isn't my fault I was sent a different product that didn't match the number on the box! Now I have a pair of headphones that don't work properly , and can't be returned or replaced because Best Buy shipping department messed up. I called corporate and have this reference number ( [protected])of my complaint. Please help me exchange or return this product to BEST BUY! Thanks

Purchased a 50in smart TV. When taking it out of the box, I could see the screen was badly broken. No exterior damage seen to the box, so obviously the TV was broken prior to boxing. I took it back to the store, and only a mgr could approve an exchange. I never got to speak with the store manager. Only an assistant mgr. They would not even consider an exchange because, and I quote "there's no proof you didn't break this yourself". I completely agree, but there's also no proof it wasn't broken at the manufacturing site and boxed up anyway. I was very calm and professional, and explained exactly what transpired from buying the TV in store, until I unboxed it (which was nothing other than carrying it to my SUV, and into my house. The assistant manager said multiple times that Best Buy would never refund or exchange and item broken with no exterior box damage. Well, I purchased it in store, and I certainly wouldn't have taken a product with a damaged box. The damage was concealed. Again I'm simply wanting an exchange. Again, I understand there's no proof that the damage didn't happen after I left the store, but there's also no proof the damage happened prior to packaging. I asked the store for an exchange, and was denied. So I'm asking here, on this forum for an exchange as well. If that is not possible, then please refund me the price of the damaged product.