Best Buy
Reviews and Complaints

I went to purchase some items from the Best Buy in Houston on 19503 Interstate 45 I ask one of the representative if they could assist me with getting a humidifier and a air purifier they were on the top chef and I couldn't reach them so she called for someone to come and assist me and the young man came over to me and ask what did I want rudely, then he said that I was holding up the line and I and I told him no I wasn't holding up no such thing I was trying to purchase some items that were too high for me to reach. Then next thing he had to find a latter after he got it he said he couldn't pick it up it was to heavy then he ask if I could get my husband to help me and I had my husband to come in to assist him then he lied and said that he was able to get it but he didn't have the right item I ask for and I mention to the young lady that it wasn't the item I requested and I didn't want that and she charged me for it anyway after I told her I didn't want that, then they told me that I would have to go to return counter to have the charges removed which I explain to them I told the young lady I didn't want the item and she repeated to me I only was purchasing 2 items and I said yes so I didn't understand why come I had to go to a different counter why come and she was the one who charged me after I told her I didn't want 2 humidifiers. Then the next cashier ask me to follow her to another counter so that she could take the charges off by that time she stated sarcastically.

Went in to upgrade to the new iPhone 14 max with a $1000 off with my trade in. After about 3 hours they finally finished doing my upgrade. At the end (when they were suppose to take my old iPhone) they told me I had to take it to T-Mobile to turn it in.

Well that was a lie! T-Mobile said BestBuy has to take it. So I drive all the back to bestbuy and they refused to take it. Now T-Mobile can’t give me the $1000 off because bestbuy doesn’t have the trade in phone.

Best Buy said they could re-do the whole process again with a different IPhone 14 max but the no longer have any iPhones and they’d have to order it. I’m like I have the new phone right here! All you have to do is take the trade in! But they said no, you have to re-do the whole process, but first switch everything back to the old iPhone and then wait for the new one to be ordered - then come back in and do the whole procedure over again!

Man I feel like someone just crapped in my cereal!

So I had them switch it back to my old iPhone (switch no longer has a case because the old case doesn’t fit the new iPhone so I threw it away)

They were rude and uncaring the entire time for all the time wasted, gas to drive back and forth, etc.

I talked to 2 managers and neither have a crap. This happen on Black Friday. At north canton Ohio.

I received an email notifying me about the Security Services and charging me $413 from

rdgv egrg

This is the heading of the email: Willing to request a refund or a surprise gift

Please look into this matter.

Elvira Tan

Hi

i've been paying my bill in advance and your placing negative markings on my payments. all payment that i tina monteros is aware of are good payment.

there has been times that i tina monteros placed paid in full and bank of America did not approve of payment. available balance was accurate due to not a manuel

bank does it. i tina monteros should not have a negative account all was paid and the amount of 109.00 i tina monteros do not now why the extra charge and the interest charge . interest charge should not apply until a year later... otherwise i tina monteros paid my purchase before time of interest charges.

my purchase should be paid in full . i've been charged before more than i tina monteros was surpose to .. on my first purchase...and I've notice it. i tina monteros did not say much.. but the payment was paid. now this came out of it.

Over a week ago, we bought an expensive tv from the Gainesville Georgia Best Buy. It was to be delivered and installed over our fireplace several days later, between 7am-1pm. After MANY conversations and texts over the course of the day, and many conflicting info from customer care, we were informed that the tv was damaged and it would be over a week before a new appointment could be made. We were promised a $40 gift card once it was delivered and installed and assured that the Geek Squad would install it this week, not this "third party" person.

Which brings us to today. Same scenario. ZERO communication. Third party installer is a no-show. Same song and dance from specialist customer care. They have no more info than we do from Their web site! NO communication from installer, store or customer service. My husband finally went back to the store to speak to a manager. Out tv WAS STILL AT THE STORE! Never put on any truck. DEFINITELY NOT "Still on schedule, we're running a bit late"! SMFH. Manager was horrified, gave us credit on part of our order. She was given no information as to WHY it wasn't on the truck, when the web site continues to insist is "On schedule". We are Never buying from This store again! I'm Not sure what has happened to Best Buy, but they used to be incredible! Again, the actual people in the store were amazing to deal with! The salesman, Kevin, and the manager. But apparently their hands are tied when dealing with 3rd party installers. We shall see if we get the promised $40 or not...

I am writing this email to complaint about the worst customer service I have ever received. For years we have purchased all of our appliances at Best Buy and for the first time ever we have run into problems.

We purchased a refrigerator four months ago (7/18/22) and it stopped working on 11/19/22.

I called Best Buy on 11/20/22 was on the phone with Bella for over and hour until finally she scheduled a maintenance technician to come to our house on 11/21/22 to check refrigerator.

On 11/21/22 at 6:46 am San Diego time, I received a call from Best Buy (Dan) letting me know that they had to cancel the technician so I asked him what other options I had since we had to throw away our food and I needed a refrigerator for Thanksgiving. Dan told me that is we could take it back to the store where we got it from that they would exchange it for another.

At 2:00 pm on 11/21/22 we took it back (my husband had to get help to load it and unloaded it) right-away they told me that we could not do that if I didn't have a "RETURN AUTHORIZATION NUMBER"; by the way the person at the store that told me this and was trying to help was Aron.

So I got on the phone and call the number back were Dan called me from; was on the phone for over 40 minutes; two different employees; repeated my story and finally they hung-up the phone. The second person on the phone said let me make sure I have your number in case we get disconnected so I can call you back and it's been over two hours and one has called me back.

We are back home with a non-working refrigerator, and it seems that no one can help us. I don't care what color refrigerator we get at this point, I just need one that works!

Please send someone out to assist with this issue.

Thank you.

Elsa Lopez

Justino Rochin

Member ID# [protected]

[protected]

Long story, but a warning about best buy geek squad and errors in prices charged, and an earlier date to pay best buy credit card bill. I had my 2 year old best buy sold dell computer computer. I pay for geek squad, and the device was remoted to clear what I thought was a virus. The next day my computer was crashed and revival attempts by best buy geek squad led to almost a week of excuses only to find out that yes, Best Buy Geek Squad was involved in my hard drive crash. Fine. After speaking with a supervisor it was escalated to a local BB store manager who could see and remarked that yes I had spent thousands of dollars with best buy. I thought the resolution was fair-I was given a credit to buy a dell computer which was similar to one originally bought. I just happened to check my credit card account and I went over it with billing department and the price of a separate printer done in the same transaction had been overcharged. I protested and was told a number of resolutions all implying I was incorrect. I happened to find an email receipt despite being told "we don't sent computer receipts". The format of the receipt could not be upgraded and I was told I had to come back to the best buy store with a copy of the receipt. Several takeaways. NEVER allow best buy geek squad agents to remote into your computer-many are outsourced and create problems. Make sure you get paper receipts when you must bring in merchandise or if you buy new. I have made no less than 20 calls over an overcharge and know I am right. I refuse to drive back to the store again. I happed to check balance due and my every 8th of the month billing cycle was changed to 2 weeks earlier. I am fuming and despite another round of calls all I get is double talk. Buyer beware, Best Buy doesn't care about you and you better watch them like a hawk if you have to purchase through them. I was so disgusted by the level of misinformation and inability to resolve I will never buy from Best Buy again and they lost a very loyal customer

Although this has been an ongoing issue, today's issue took place on 11/17/2022. The complaint is about the support/service that I received from the customer service area of Best Buy. As a TotalTech member, I probably expect a slightly better level of service but my experience is frustrating on many levels.

I will start by saying that I am simply trying to place an order and take advantage of early Black Friday deals as part of my membership. For a few months now I been having an issue placing an online order, without any resolution or help from customer service anytime I reached out. Today was no exception. Again, I placed my order only for it to be canceled minutes later. Tried a second time and the same results. The claim was unable to ship to my address, and that it was a Freight Forwarding address. Keep in mind, I received deliveries here daily from many other organizations but is also the address they send me my statements and had no issue delivering over $9k in appliances.

After several failed attempts via chat/phone with customer service I asked to speak to a supervisor who can maybe resolve, as I would like to be able to utilize shipping/online ordering for the holidays, but that turned out to be even less useful. Their advice was to go to the store and resolve as they believe a fraud had been placed on my account.

This seems highly unlikely, as I can place an online order for in store pickup, but nonetheless I contacted the store. Come to find out calling the store only leads me to regular customer service. So, it seems I need to go into the store or choose to be done with Best Buy and forgo any remaining benefits of my membership.

I just think it is sad that the customer service team was not only unable to help but showed minimal to no compassion to the situation.

Scheduled install and delivery November 15. Scheduled between 7:00 am and noon. No show and no call. Made repeated calls to customer service and despite promises got no call back. Called again this morning three times. Finally get a call saying install cannot happen until Friday. Totally unacceptable customer service and support. In fact, feels like zero customer service and support.

Expect at minimum a price adjustment on microwave for this treatment.

Have now wasted two days on this.

Tom Weston

[protected]@comcast.net

I've never had a problem getting Best Buy to price match. Yesterday I found that a Klipsch sub woofer I purchased only 8 days ago was reduced in price by $300.00! I also saw that an xbox game I bought at the same time was reduced by $30.00

I contacted their online price match, they happily agreed that both the subwoofer and game were eligible for a price match and they "processed" both. A few minutes later I get a "refund receipt" through email, and it only included the xbox game.

I got back on with them, again, they said the sub was eligible, gave me a second case id number, and nothing else, my purchase history still showed no refund taking place like the game did.

I got in touch a third time, was given yet a third case id, and was told my request had to be "reviewed", like I was pulling a fast one on them. I asked why it had to be reviewed. I bought the sub AT Best Buy, it is they who have it on sale a week later, I'm not asking them to match Amazon or anything.

If they wait until the sale is over and then tell me the sale price is over there's gonna be trouble.

btw I have tons of other complaints with them, especially Geek Squad!

Today I asked the online chat about price matching a TLC TV with Walmart. I stated the model number and gave the website of the add. The rep stated it could be matched yay! I asked about a second Vizio tv which could not be matched, boo but fine. So as I go to purchase the Tcl the rep has a hard time locating the deal. I give the same model number and website from before. Now the sales rep refuses to make the deal. I ask for manager they refuse to make the deal. I ask for the manager's manager and cooperate emails the rep refuses to give me the contact info and a copy if the chat. Claims they done have emails or email ID's and no way to send chat. You made the deal I expect you to honor it. I was honest from the start your mistake is not my fault and it is poor customer service to leave me in a chat with no response until I concede. You are also not fooling anyone by claiming there is no way to contact someone higher up. your an online service you have to have an email or chat chain of command. If it is true that there is no way to contact a lead or manager then its poor business practices anyway. see bellow for chat and product add provided screen grabs.

Was a Best buy Utica Store today attempting to buy a Bosc Dishwasher from the salesman, Gino I was using a Best Buy Gift Card for part of the purchase he scratched the numbers off the card and apparently he could not read it scanning and guessing over and over again. The manager was helping him it was taking forever because he was guessing at the numbers over and over again. I had to get to work I told them, I was upset so I told them I would be contacting corporate regarding this. Anyway I had to cancel my order for the dishwasher and bought my computer ink, now how can I get my Gift Card redeemed? Gino messed it up! I think him and his manager should be the ones to contact you and resolve their error for me. Please Advise, he said the amount of the gift card was 186 $ and some change, if he could get the amount why couldn't he cash it and why didn't they offer to contact corporate? Please help me.

On October 26, 2022, I ordered a new SONY TV from the local Best Buy store in Springfield, PA. I wanted it delivered and installed. I also needed a stand for the TV to fit on my existing TV table. Since I needed the delivery and installation the salesman sold me their Geek Squad (known as TotalTech) service for $211.99.

The salesman placed the order and said it would be delivered and installed on Monday October 31, and gave me a 6 hour 'window"to expect the technician.

On October 31 I waited for the TV, but it did not arrive. NO ONE CALLED TO SAY IT WASN’T COMING. I placed a call which by the way was directed to their tech service Geek Squad which is called Total Tech when you phone. I was told the delivery was cancelled. After being placed on hold for many minutes I received the information that it was cancelled because the TV stand was not in stock.

Question #1: Why wouldn’t the salesperson Josh know if the item was not in stock before he promised a October 31 delivery?

Question #2: Why didn’t someone from Total Tech let me know not to expect the delivery as scheduled?

I was told that Total Tech (Geek Squad) subbed out my service to another company, Manata. I did not receive a call from Manata either.

The next two days were spent phoning to find out anything about the out-of-stock TV stand, and how to reschedule. I logged on to my Total Tech account (which I’ve paid $200 for) to find out nothing.

I placed repeated phone calls, getting transferred to other departments or people who never could help.

Mary, who is one of the Total Tech"concierge"people on the phone when I made one of my numerous calls said that I would receive a call from the store manager. She even gave me a case # [protected] that I would be able to use to get compensation for all the horrible service. NO ONE FROM BEST BUY HAS PHONED ME ABOUT THIS PROBLEM. I've tried to call the store, but the call goes to their central number which is where I ended up every time.

I attempted to reschedule the delivery on the phone and a recording said to do it online. I attempted to do it online and there was constantly an error message that said"Sorry... try again later".

More phone calls, after the third day, Gloria, one of the many people I called at Total Tech placed me on hold and called the Manata company who rescheduled my delivery for Saturday November 5, 2022. They gave me a “window” to expect the delivery/installation of 1 pm to 8 pm. I phoned Manata on November 5, 2022, to try to find out more closely the time to expect. They said someone from Manata would call me one hour before the arrival and the technician would also call 15 or 20 minutes to make sure someone would be here. My phone number, address, and email address were all confirmed on EVERY CALL I MADE TO THEM.

November 5, 2022 I waited the entire 7 hours from 1 PM to 8 PM and NO DELIVER AND NO CALL. I phoned the delivery company about 9 PM and they said the order was placed on hold due to the TV stand not being with the TV. The TV stand had been shipped to my house on Friday November 4, but apparently, they did not know that.

I went online to cancel my Total Tech membership (BECAUSE I HAVE NOT BEEN ABLE TO GET ANY SERVICE AND IT’S BEEN SINCE OCT 26.) The screen said I would be refunded $47.00! I PAID $211.99 AND GOT NO SERVICE!

June 2022 and November 5, 2022 from Noon until 3PM. as well as 7:20PM until 8:23PM, online and "chat". Requested repair service for: No Audio Service since June, 2022 and unable to download Updates in Windows 10. Technicians, I dealth with: Kedare, Nilanjana, and Squajit. Nilanjana claimed to have have taken care of my repairs, but only did a tune up. When I try "Chat" I explain my situation many tmes and the "chat" is closed without response. F.Y.I. I am in ill health and stress is not my friend...had to take a break and start all over today with techs. Session ID:CAS-[protected]-W6Y004. DATE/DATE: [protected])/ Total Tech ID: BBYPL [protected]

Patricia Grimmett

p.j.[protected]@att.net

[protected]

Purchased a watch at store online specifically asked three times for in store pick up. Do not send to billing address as I will be gone for 14 days and it is a PO Box if it sits at post office it will be returned to sender and if sent to land location it will be stolen or damaged as no one will be there to receive it . I told him the date I wished to pick it up asked if that was ok told yes paid for item up front not with credit. The next day I am notified item is being shipped to PO Box call support first call dropped called again told I can get refund just return item which I don’t have . Sent various emails no response.

Now what Go to store to hear the same crap

my money gone zero help to resolve no product

Had geek squad come out to service my hpme entertainment system. No volume from the tv. A total of 6 geek squad showed up and each blamed the problem on the other. I was told by the geek squad to bring my reciever into the store and it would be servived and repaired. The manager told me I was missinformed. I filed a bbb complaint. Bestbuy has really treated me terrible after being a lifelong customer. The corporate office also gave me no help in solving the problem. Now im out of a reciever. Bad business practices to loyal customers!

On 6/24/2022 I purchased a 65"samsung QLED television and accidental protection, or atleast I thought I did from Best Buy (BB) The screen cracked after my wife accidently hit the screen with the end of a broomstick. Knowing I purchased extra coverage for accidents, I called best buy or geek squad. Only for them to tell me that physical damage was not covered under my plan. When I purchased the tv, I specifically told the associate that I need a warranty that will cover accidental damage. I was sold the best buy total protection plus because that's what the sales associate recommended. The first time I called BB and told them what happened, they scheduled me for a repair. The technician never showed so I called. That's when I was told the screen was not covered. I tried to explain to the service rep that I specifically asked for physical damage protection to no avail. I don't know if they get a commision selling BB protection plans but he lied to me about coverage. I do not buy any expensive electronics without physical damage insurance. I had to learn that lesson the hard way. In August 2019 I purchased a 65" TCL television along with the geek squad warranty. through BB credit card promotion. 18 months at zero interest. I had only had the tv for 2 months when my son accidently cracked the tv screen. I called geek squad and they informed me that I did not purchase physical damage warranty. I was devastated, that was a hard one because I still had so far to go before the television was paid off. As a result of this, as a rule I do not purchase any electronics without physical damage coverage.

I purchase a Video Game because of the chance to win alot of money at the Best Buy hear in San Francisco. I work at The Embarcadro Center and I believe that I have been sabotage in someway. I also believe that my Employer might have been used to sabatoge me and the san francisco public library. I was shot in the year 2010 august while at a bus stop.

on July 21.2020 I brought an Alienware 15"computer but it was a floor model because it was covered with dirt and dust and when I asked Geek Squad why it was dirty, they said it was because they opened the boxes of computers and make sure they are working before sending them out. (No Kidding) they think a black 62-year-old is that dumb so I sent it back and got a 17" r3 after asking where they got the two from since China was not sending anything in the 1st place and I had been looking for months and they said they got it from the warehouse I was sending tons of things back to Amazon because they were selling things as new and they were used RETURNS! I brought the r3 17" Alienware for my 60 birthday. After just 2 years it stopped working so I sent it ti BestBuy o get looked at and they said it had liquid damage and I said I have never spilled a thing on it so how could that be? I KNOW now that I got a damaged laptop during lockdown that was a return because no one had new ones for sale and all the buying sites were passing returns off as new because they had nothing else to sell. Don't forget that you sold me a dirty dusty one.

I purchased AirPods back in August of 2022. I immediately opened them when I got home, noticing the packing darn near fell off. The AirPods would not charge or turn on and I immediately took them back. They told me the serial numbers didn’t match and refused the return and that I would have to take them to Apple. I could not even believe the nonsense they were telling me. I took them to Apple for them to tell me, the AirPods were purchased at Walmart back in April. One of their employees literally switched their broke AirPods into a box and sold them to me, while stealing the actual pair from the box. I contacted the customer support hotline, who told me they would take care of it and for me to send them back. They created a label and I thought it would be taken care off. After calling them for the last 2 months with no resolve, they are sending them back to me for the serial numbers not matching and have refused to refund so I am out $200. I’m a broke University student and can’t afford to lose $200 so I make sure to tell every single person my experience with Best Buy in the hopes it doesn’t happen to them.