Best Buy
reviews and complaints

Buyer beware and avoid Best Buy at all costs! I went to their website and ordered a laptop. When my order arrived, I went to pick it up and without looking inside went home. When I arrived home and opened the bag I realized that my laptop was damaged. I immediately contacted their customer service and spoke with their rep. I explained what happened and was put on hold for 45 minutes! The next day I called again and they said they would see what they could do. No one called me back and now they are ignoring all my messages. Oh well, they lost me as a customer.

I went to Best Buy looking for a memory card. The only card they had was no better than I already had. So I contacted customer service and asked if there were some other cards. They said no. Later I received a confirmation email that my card was charged! Their rep ordered me a memory. I immediately contacted customer service and they said they just wanted to help me. I asked them to cancel the order an return my money. But they told that it was impossible since it was already shipped. Just disgusting! I'm going to report them and I will contact my bank as soon as possible! These people actually stole my money!

I bought some items through Best Buy and it was paid for by a third party. I received a payment confirmation email which included my name and my address. I never received my order tracking number. People from Best Buy are nasty and they do not respect their customers. It is now two months later since I've ordered and I received nothing yet. I cannot even track my order and have no idea where it is or will it ever be delivered. I contacted them many times but there was no response. I will never order anything from this company again. There are better websites where to shop.

I purchased an iPad from Best Buy back in December. Since it was a birthday gift I ordered in advance. It was supposed to arrive in mid January, but I never received anything. Then I contacted Best Buy customer support and they said that they have no idea where my order is, but they would resend it by expedited mail. I asked for the tracking number but they just dropped the phone. It was a present for my girlfriend and her birthday already passed. I decided to cancel the order because I bought her another present from a local store. They said they can't cancel. I paid $700 for that iPad and never received anything. Never got my money back. Think twice before purchasing something from Best Buy!

Good luck if you spend your hard earned cash or other money on anything at Best Buy. Never buy anything expensive here and if at all posible pay MORE elsewhere for better customer service where you and your money are valued and respected. The customer service at Best Buy is the worst I've ever seen. I am thoroughly disgusted with Best Buys return policy. I have never seen a company so eager to take CASH from its customers and then refuse to give cash back with a valid return within the return policy time frame with a receipt that shows it was paid for in cash. I have had serious issues with this several times in the past and then for several years I make a point not to purchase from best buy... I don't know what possesses me to try again. I just spent over $900 cash on a cell phone that I decided that I didn't want. I was told I was only allowed to exchange this phone or to wait a couple weeks for a check in the mail. For over $900 cash of my money. This is stealing in most places... and very bad customer service. I will never ever buy from this store again and will make sure everyone I know is aware of this and my previous experiences. I know several people told me of their nightmares when I told them I was going to attempt to return this phone. I thought well I paid cash and its only been 4 or 5 days and its new in the box... what could go wrong. I did everything right on my side... Best Buy is the worst in customer sevice and experience and should be avoided at all costs. Pay more elsewhere if you need to! Well worth the extra money to buy somewhere that values its consumers and their money. Billie Pounders

December 2015, I purchased an ipad in the store but they dont have it available in the store so the staff told me to just shipped it at home in two days. But 5 days later, I did not get the product so I called the store and was told it is still in shipping and they dont have control over the shipping department. So, I checked the tracking number they provided me and even contacted UPS and ups told me they never get the product that is why the tracking number is not being process. So, I called the store and decided to cancel my order since they cant provide me information about my order. Now, they are giving me a run around about my refund. I will nerver again shop at best buy.

Got a Best Buy credit card to pay off articles interest free. The problem comes with Best Buy Credit Services charging late charges fees at the rate of $35 dollars per month. I was almost done paying my balance but last November 2015 I learned the hard way they charged $35 dollars for late fees on payments done after the 5th of each month. I made payment on 11/10/2015, so OK I was late by accounting standards. To avoid this from happening again I made a payment on 11/21/2015, which is 14 days before the next cycle is closed on 12/05/2015. Still, they charge me late fees again for December 2015 for another $35. I made another payment on 12/10/2015, so I have done electronic payments about every 15 days straight from my bank account. I talk to two customer reps and they told me the due date is on every 5th or I get charged late fees. So, ok, I tell 2 of them to explain how is it they charged me late fees on 12/2015 if I made a payment on 11/21 and 12/10? They say their system is so dumb that unless you pay a couple of days before the 5th it either apply it to the previous month or future month cycle. All I know is that I was late when I paid on 11/10 because it was past 11/5, but these scam artists charged me late fees again on 12/5 although I made an electronic fund transfer on 11/21...14 days before 12/5 and again on 12/10 after the 12/5 cycle.

I have a sprint customer since 2001 I am sorry to say this will be my last year I have 4 lines with sprint I live in Middletown ny 10940 the best buy store in the galleria in crystal the manager and employees were very rude when I decided to bring the phone back I decided not to lease the manager mislead end me with information and did not give me a receipt so when I brought the phone back he told the employees he gave me receipt himself which a lie they proceeded to say I was lieing I am 54 year old woman I felt very disrespected by these young men I have work for retail for many years and have always believe that the customer or consumer is always right I was very upset which this could of been avoided simply by checking their records which they did do but only after I got upset please let these employees know that they need better customer care they lost my business for sure and my friends and family for sure which is A very significant amount of people

Bought a TV 8-30-15, delivered even though I only live 3 blocks away. Never had driver's license, no vehicle, so have to walk to and from stores...won't take chance dropping TV. Got TV 9-1-15 by UPS. Figured out it wasn't going to fit the small TV stand and didn't have money to buy new one. Never opened box; it just sat in my living room for two weeks. Best Buy allows 15 days, and no longer, for customers to get their money back...except for a BB Gift Card. The last week before the 15 days expired MN had a heat wave, extreme heat warnings. Being 68 I didn't want to take a chance on health problems...didn't even go to grocery store. Returned TV 2 1/1 days after the 15 days were up...walked there because I didn't feel like paying ridiculous shipping for the three blocks...carrying was awkward, to say the least. I went home with my gift card and emailed BB. Received obligatory We're Sorry and platitudes, but still can't get my money back. Sent second email with request to return my money as there's nothing I want at the BB store or site. BB is keeping my money and wants to force me to spend it at their store...they don't want to give up my $221.67. I feel as though BB doesn't care about the customers. It doesn't care whether we get heat stroke, frostbite (live in MN), or whether it's pouring rain, blizzard or other extreme weather conditions...we have to get these items back within that time. How can a large corporation be so inflexible? I would just like my money returned to me.

Bought the savant system.. Magnolia installed about 4 months ago. The system they sold me has never worked straight for more than 4-6 days at a time! I spent over $30k. Over the past 4 months they have sent out approx 8 people to fix this problem with savant not counting the sales person came out 3 times. I have been put off so much and I am pissed! I need some top level help not local help I need decision maker to do something! I have had company over several times and we have not been able to watch tv! Let alone when I get home it is a hit and a miss if the savant system comes on or not! Either take the savant system out, and put it like the way it was working with the surround sound and give me my money back for all the time and effort and fighting over 4 months! Please advise asap thanks steve [protected] [protected]@aol.com

After inquirinhg and being assured by the attendants about compatibility of chat'r phone service and SIM with an unlocked iphone 3gs, i paid for activation of the SIM and for one month of service ($23.00). The SIM was installed by one attendant but was not compatible with the phone or was defective. They refused to refund while aknowledging that they sold me a defective service or product. The local Apple store tested my phone and the SIM and confirmed that the SIM was not compatible, a fact that Best Buy should have known.
This particular store and its manager have absolutely no notion of customer service.
Should have bought toilet paper instead
Victor Elharrar

out that the SIM was tested at the was not compatible and best buy refused to refund

This store allowed someone to purchase two expensive laptops with all of the bells and whistles, while I was in a coma, in a local hospital. When I returned home and saw the charge on my capital one credit card, I went to the store. Neither the store or the credit card company did anything, so my advice, avoid these two companies and lock up your credit cards before u go to the hospital.

August 3, 2015 at 6:58am I placed an order for an lg 7.3 cu ft electric dryer (Item# dlex3250v). I received an email confirmation my order#[protected].

August 3, 2015 I received an email stating delivery date would be friday august 7th. As stated in the email, I called [protected] to request the delivery date to be rescheduled to saturday august 8th because we will be attending my father-in-law's funeral on friday august 7th. I was re-assured that there will be no problems in changing the delivery date because I gave them plenty of notice of the change. I was also told that I would be receiving a confirmation email from the home delivery solutions team of the request for the re-scheduled delivery. I never received an email.

August 4, 2015 I called the customer delivery solutions hotline number again to see why I didn't receive an email to confirm the re-scheduled delivery date and at 2:16pm I received an email from representative humberto s. From the home delivery customer experience team stating that the home delivery solutions team received my request to have the delivery rescheduled from august 7th to august 8th and that the request was sent to their home delivery carrier.

August 5, 2015 I called best buy for the third time to verify that my request for delivery of the lg electric dryer was made and I was re-assured that the delivery date was changed to saturday august 8th and again I was told I would receive a confirmation email, which I never received (For the second time). I was also told to call again tomorrow if I didn't receive the email.

August 6 2015 I called best buy for the fourth time because I still have not received a confirmation email (For the third time) , as promised on august 5th. I was told that the request for re-schedule of delivery date to august 8th was noted back on august 4th and again was re-assured that the new delivery date was saturday august 8th and that I would receive a confirmation email today.

August 7, 2015 I received a call from the home delivery carrier that the electric dryer was being delivered by them today. I told them my family was getting ready to leave the house for my husband's dad's funeral and that we had been told that the delivery date was changed to saturday august 8th, as requested back on august 4th. The delivery man did not know what I was talking about. He said he was never notified by best buy that the delivery date was changed.

My husband called best buy home delivery solutions and talked to representative, julian. She said she would be sending a confirmation email by day's end about saturday's delivery and again was told that saturday august 8th delivery was no problem. Again, for the fourth time (I lost count) we never received an email.

August 8, 2015 after waiting half a day, no phone call, no email, no delivery.
I called best buy home delivery solutions again (Every day since august 4th) and talked to julian (The same representative that my husband talked to yesterday, august 7th). I asked julian to make a note that I would like to make a complaint to the manager of the home delivery solutions department, as well as other managers at best buy so that the company can learn from the mistakes made and that this never happens to someone else again. I then asked to speak to a supervisor. None were available but I was told that someone would call back about an hour. I received a call from sherwin (Supervisor, home delivery solutions) and explained my frustrating situation. I was told that there was a communication error between departments at best buy. She told me that my complaint would be given to the escalation department and the order management team. I asked sherwin to cancel our order. She told me that it would take 1-2 business days to cancel the order and 3-5 business days to receive credit for the order. My husband, myself and our daughter cancelled a family get together in memory of my husband's father's death to stay at home to receive the electric dryer, since we were re-assured again, and again (Every day since august 4th) that it would be delivered today.

August 8, 2015 at 3:00pm I received a call from christine, team leader, home delivery customer experience. Again I explained my family's frustration at how best buy has mis-hanled our order and that I hope management will learn from the mistakes and this never happens again. I was told that there was a mistake made on best buy's end and that a new delivery date could be arranged next week. I told christine that I can't take a vacation day just to wait around for an electric dryer that may, or may not. Be delivered on a date that may, or may not be confirmed and that I had no faith in best buy or it's delivery process and promises. I asked, again, that our order be cancelled and that I didn't want to wait for a so called email confirmation that the order was actually cancelled. I wanted proof today, that the order was cancelled, not in 1-2 business days. Christine did, in fact, personally send me an email stating that "we have received your request to have your recent order cancelled". Also stated in the email is the fact that it would take 5-7 business days for the cancellation transaction to be completed, and an additional 3-5 business days for it to appear on the method of payment (So actually a total of 12 business days to get our money back for a mistake that best buy made, not the consumer!)

I have been a loyal customer of best buy for a number of years, and am very disappointed with the service that I recently received. I am shocked that such a well known company, and a company that supposedly advertises that they are reputable and are customer oriented, could have such a broken communication problem between inter-departments and huge problems with their home delivery service.

Lisa wakabayashi

I returned two washers an LG which was defective, Samsung which flooded my laundry room. The first return was an exchange so I received immediate credit. The second return was not an exchange and after 14 days I have not received a credit on my BestBuy Credit card. I continue to get push back from the local store, BestBuy customer Service and Citi Bank which hands their credit card. My next step will be to notify the Consumer Protection Agency and the Ohio Attorneys General Consumer Affairs Agency for their help. What a mess. It did not take them 14 days to charge my card?

In the store July 4, I ordered a Sonos Connect Amp. I opened a Best Buy Credit card to receive a discount. The item was to be shipped in 3 business days. It never arrived. When I called to inquire, I was told they would send out another one immediately. They then called back to tell me the item was no longer available and would credit my account. On July 16th, I checked the tracking number and saw the shipment was classified as lost by UPS and an investigation launched. On August 3, I opened a bill showing a $531 charge, payment due Aug. 12. I called the credit card company and was told they could not process the refund. They directed me to Best Buy customer care, who told me they could not authorize a refund until the investigation was complete. Meanwhile they hold me liable for the full cost of a product I have never had in my possession. I was told to send an email to customer care, because they could not "speak to me" further about the problem. I suggested that it was not MY problem because I neither shipped nor lost the item. The only manager they had available for me to speak to was director of repairs.
1
8921884 SONOS CONNECT:AMP
Shipped on 07/04/2015 1ZF702Y10310020524

SKU: 8921884

Janis Hogan
456 JUDD RD
SOUTHBURY, CT [protected]

Last Updated: August 3, 9:56 AM

Thursday, July 16
8:56 AM
We're attempting to verify the package location. / lost package investigation
Watertown, CT
Saturday, July 4
9:19 PM
Initiated

UPS Tracking Number:
1ZF702Y10310020524

Matt France
Email: [protected]@gmail.com

July 27, 2015

** An Open Letter to Best Buy /Dyson Fans

Re: Fraudulent Misrepresentation of Best Buy’s Extended Warranty

To Whom It May Concern:

I have to say I am somewhat appalled for the position that my local Best Buy store has taken, and dishonoring the “Extended Warranty” on a Dyson Fan purchased.

I was sold this fan, even though it was discounted, by the representation of the sales associate that stated, and as I recollected from asking specifically, that any repairs or service would be handled by Best Buy and not the manufacture. Specifically, the dialogue was this:

1. If there was a need to have this fan serviced (Dyson Air Multiplier), I was told with the extended Warrnaty, I would deal with Best Buy and not the manufacturer.
a. Specifically, I was told they would send it off to a service center in St. Louis, Missouri, and they would determine if it could be fixed; or if they would fix the fan at the local store level;
b. If it could not be fixed, then it would be replaced with “like-kind” technology.

< real world experience -- the lie behind Best Buy’s Extended Warranty >

2. I was informed by Cailyn, a representative at Best Buy, on July 22, 2015 @ 8:58 pm, even though I had an extended warranty, my fan still fell underneath the manufacturer’s warranty period and accordingly, it would be dealt with according to the manufacture policies -- and facilitated through Best Buy.

a. this policy, even being contradicted a number of times by Cailyn and the Assistant Manager (“Manager”), the product if deemed non-repairable, would be replaced with like-kind technology or I would receive the money back;
b. Well, I purchased the two-year extended warranty in addition to the manufacturer’s Warranty in order to simplify the process and deal with my local Best buy, and not having to be concerned with the manufacturer;
i. the repudiation having to deal with manufacturer warranty, and dealing directly with the Best Buy was the motivation for this purchases;
ii. accordingly, as I visited Best Buy in the preceding week -- the advantage, as explained for the extended warranty, is you deal with Best Buy and not the manufacturer;
iii. the fraud was proven tonight, as it’s been explained that does not apply to all products - and Dyson is one of those exceptions;
iv. I am not even given the option, as I simply stated, to have my fan fixed and not replaced; flat out -- Best Buy (or the manufacturer, Dyson) will not fix it, it’s just replaced, but under amount that was paid for the product, not “like kind” technology;
v. Best Buy policy (or Dyson) is they do not fix these products -- it’s just replaced;
vi. per the cashier, and the representation to me -- it’s replaced with “like-kind” technology;
vii. Per the manager and the representative, the “like-kind technology” does not exist and they could only refund the money;
viii. After discussing this matter with Manager, I asked what other fans they had -- we walked over to the fan area to take a look at the inventory;
ix. the “new model” was on display, which looked exactly like my fan -- except it was white, and mine is gray;
x. however, this is not “like-kind” technology, as the Manager explained to me this was the new model and it would not qualify?
1. Really? What is meant by “like-kind” technology
2. I only have to assume, because Best Buy has raised the price on the new model, or as I see it -- “like-kind” technology, it no longer qualifies?

3 Now back track on this scenario, as represented to me -- if I had problem with this product or any other product I purchased from Best Buy, no problem, Best Buy replaces it with the same product or like kind technology-- NOT TRUE.

a. I am expected to receive the original amount of money back, and I would have to make up the difference for the newer model;
b. Bottom line, I purchased the extended to protect my investment, and as clearly explained to me while purchasing the warranty (for this product and other), against price increases for new “like kind” technology as it’s replaced with the “like kind” technology or the next level up;
c. It makes absolutely no sense to purchase the extended warranty to guard against the original purchase price -- the percentage % paid for this warranty versus the original selling price would not merit the “risk” for purchasing the warranty;
d. Best Buy has always represented the purchase of the extended warranty to protect my investment with the repair or replacement of the product.

Furthermore, even the cashier made a mistake in explaining it to me -- as I asked, if I waited until the manufacturer warranty period lapsed, then it would be covered by the Best Buy Warranty? As she stated, Best Buy would deem the fan not repairable and swap it out. Again, this is what I am asking for?!

i. when I re-directed this statement to the Associate, then she recanted and said I would still probably have the same issue?

ii. Okay, what does “swap” mean?
iii. Whenever I asked the Manager this same question and reiterated the same statement, he stated that Best Buy could have a policy one day, and it changes the next day?

iv. Per the website for Dyson Fans – it states they will fix the product with parts and labor.

• Per Best Buy, who is supposedly acting under the warranty guidelines for Dyson – they do not . Black and white.

→ this represents the worst, and most unethical business practices I have ever heard?

→ I purchased this product under the representations, and relied upon the Best Buy sales associate for correct information, only to be told by the Manager policies can change without notice, and accordingly, ignoring any prior statements. Wow ?

Bottom Line Economics --

1. The immaterial difference, and unethical treatment in this deal will result in the following:

• you will no longer be patronized by me or anyone in my sphere of friends and network of professional business associates;

2. My Best Buy reward zone Membership # [protected]

Please take a look at my account, in just the last 10 days I have purchased the following:

• Nest Dropcam
• Samsung 47” inch curved television;
• Samsung 32” Smart TV
• Logitech MX Master Mouse (highest priced mouse on the shelf)

Now, look at my prior years, just last year I purchased a different Samsung Curve @ $ 3800.00; GoPro Camera, approximately 5 Dropcams; Tide Swash Machine; Dyson handheld vacuum; computers for my professional office;

** these are just to name a few off the top of my head, there’s a lot more.

Additionally, now consider my anticipated purchase (I was waiting to hear back on one additional component), I had an estimate work-up through the Magnolia Center of Best Buy, I believe with “Kendrick” for a $7200.00 stereo system.

Just to point out and reiterate, please review my Best Buy account -- you will see I have made a considerable number of purchases, both personally and for my business interests, and I am not trying to take “advantage” of Best Buy, but I was asking for simple “immaterial” considerations:

** the stereo system -- forget it, I have no interest in dealing with Best Buy as you do not honor and stand behind your warranties, period.

** while reviewing all the purchases I’ve made in the past, enjoy the past, as you will not be patronized nor will you receive any future business from me.

** dealing online has always been easier, even though I always enjoyed patronizing brick and mortar -- why would I continue? Online is simply easier and Amazon’s customer service blows away Best Buy!

Per the warranty specifications off promotional material for Dyson Fans →

• 2 year parts & labor warranty when purchased from an authorized reseller
• Smooth airflow- Air Multiplier technology amplifies the airflow No chopping blades means no buffeting
• Save energy- use in conjunction with air conditioning to lower energy bills by up to 20%
• Safe for children- no fast-spinning blades
• Quieter- re-engineered for improved sound quality
• Easy to clean- no grilles or dusty blades

Again, whenever I asked Best Buy to simply fix the fan, per the Associate and the Manager, under the direction of Dyson’s warranty (via Best Buy) they will not fix the fan, just refund the original amount of my purchase.

Question- what does the first point mean -- 2 year parts and & labor warranty when purchased from an authorized reseller; this statement is all over the internet, please feel free to search, and please review Dyson’s website.

Best Buy -- don’t bother contacting me, I have no interest in dealing with you at this point. And accordingly, I will deal with your fraudulent advertising and misrepresentation accordingly in the proper venue.

Dyson, before I start to vent and disseminate my experiences with your product, please advise on how you would like to correct your faulty products? As I have asked Best Buy, I would simply like it fixed per the warranty? I will assume ten business days to be a reasonable period of time -- if you cannot address it with within this time frame, don’t bother.

Best Regards,

Matthew France, a former Customer @ Best Buy

On a recent road trip I decided to stop at Best Buy in Rosenbrg, Texas and purchase an Escort Passport Max radar detector well I thought I had hit the jackpot when I noticed the price was $275 exactly 50% off I was elated well when I asked the salesperson for one he came back and said he didn't have any in stock and checked nearby stores and no luck. The price was $275 because they had just received the new Passport Max 2 and the Passport Max was last years model. Well I took a picture of the price with the associate pointing it out. Further down the road I called the Victoria, Texas store which was on my route and asked the young lady who answered the electronics phone if she had any Passport Max Detectors available well she said yes they did they had both the Max and the Max 2 after explaining the price at the Rosenberg store she said she had to get the Manager who came on the line and after listening to my story he stated that he would have to call the Rosenberg store and verify, well after a few minutes he said yes the price was accurate but that his associate was misinformed and that no Passport Max was available kinda fishy since I had asked the young lady if she was sure because I was going to have to make a few miles detour to get there she assured me that yes they had some in stock. After several e-mails to Customer service and Corporate no one has offered to help one person who's name was Joseph said that only the Passport Max 2 was available but at the $550 price I find it hard to believe that in all the United States not one Best Buy had a Passport Max was available. I feel I should get the $275 price but unfortunately after purchasing a new phone the photo of the employee pointing out the $275 price was lost. Calling the Rosenberg, Texas store should verify my story but unfortunately no one is listening to me. I love Best Buy but will no longer be spending my money there.