Best Buy
reviews and complaints

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.

, here I am at 838 on a Beautiful Saturday Morning. You would think that I would be out jogging Well or enjoying the Saturday with my wife and family but no, I’m on hold waiting for the “quick easy” operators to answer my call for the insurance on my broken phone.

This is the second week I’ve dealt with his “insurance scam”

So lets go back to when it all began, since I have up to 30 minutes, 25 mins ago.

So back on March 27th of this year 2022 I bought a Samsung S 21 from Best Buy Canada at the Red Deer Store.

I have to admit the service was quick and my Wife and I both bought phones, now I have a job where I am hard on phones and the “upsold” the phone Insurance.

Those who don’t know, “upsold” is where the suggest a service that they can provide for a fee, like Gravy on Frys or extra cheese on a burger, in this case I was the phones protection Plan.

Now when I purchased the plan, I was led to believe that if my phone broke they would replace it. I remember something about a box and getting a replacement phone at the cost of the plan., no problem, Im sold..so I bought the plan.

So lets fast forward to November 1 2022 , I was driving a loader doing a Mud load “ my job is loading trucks for a oilfield trucking company. , Anyways I was on call and at the end of the day I put my phone down in a tray on the side of the loader and I turned sharp corner and the phone flew out of the loader on to a rock and shattered the phone.

Now remember my job part of he time relys on my phone so this is a big deal, so I finish my shift and Drove to Best Buy to where I purchased the phone and told them what happened and was expecting so super service but got the Standard Generic answer” there is nothing we can do from here, you have to call the toll free number..”

Well, it was about 7 30 so I chose not to do that right away, but I still needed a phone to use so I asked the Sales Associate if there was any options I could use for a phone and he told me “no”

So, a place that sells phones told me that that had no phones to provide so I could continue with my life until this problem could be delt with.

Now remember it was close to closing time at their store so Im guessing they just wanted me out.

So, I needed a phone, so I went to the closest Walmart and for 92 Dollars (remember 92.00) and I was good for work.

So, the next day after work I dial the 1 800 number and listen to the automated garb and picked the option that I needed to get to start my claim But… the recording clearly stated that I had to go online to start the claim.

So I opened up the computer and started the process, it was going pretty easy until the end when a big Red Screen came up and said that there wasn’t a service provider in my area so I had to call the number again. Sigh

SOOO. I dialed the number, went through all the options (none of which is what i needed) and then a computer voice asked me how it could help. I said” I need to start a claim”. then it told me to go online and offered to send me a link via email…. sigh, I asked the computer person ” I need to talk to a customer representative, it said ok and the phone started to ring….and ring,,,,and ring,,,and ring,,then nothing, my call was disconnected…sigh…

So I called again ,,, go through all the options, get to the automated voice , say i need to talk to someone and low and behold I get a person…who is speaking French,,ok my French is pretty weak but I said in my best French accent that I was English and she changed to broken English but she took my account and told me some options, things were moving, then I asked a question and nothing…I was disconnected again…sigh..

ok I m a trooper and called again, went through the options, got the auto person, then got a real person who told me they send me a box to put my phone in and they will send a loaner until deemed that its unfixable. Sounds good to me, Ill do it , she says ok but I will need a deposit of 943 DOLLARS AND A TRANSFER FEE OF 215 DOLLARS…….. now I was not

overly unreasonably, anyone that knows me knows that I am calm and collected in these scenarios, so I asked what any one would ask….Excuse me?, Do i look like I have 1100 plus dollars laying around , if I did , I’d buy another phone, sigh…….

So after explaining to the nice lady how insurance is supposed to work we came to the understanding that their system suck, I asked if I was being recorded and she said yes,, So once again I thanked them for their awesome replacement policy and decided to proceed to the next step.

So, the next step was to ask if there was a place I could physically take the phone to do the exchange without the box and she said yes. So she gave me three addresses ,2 in Edmonton and 1 in Medicine Hat .

The next Saturday My wife and I go to Edmonton to the Address provided and talked to the guy at the front desk

And he directed me to the phone center. A pleasant young lady listened to my story in horror and was eager to assist me in my quest to get my replacement phone.

She was eager to help but she was new so she called her Supervisor, he came down and said “we don’t do that here” ………, now I could feel my blood pressure rise a little and I explained how the lady gave three addresses and they were one of them and he asked me” why would she do that?”

No [censored], then the best part,” He told the nice girl to give me the phone number to call and send me on my way, Now I didn’t want to be a dick but It was warranted so I begged “

don’t give the number , I’m done with the number, and explained the hang ups and miscommunication and just was done with the whole scenario. So the Supervisor asked the girl to phone on my behalf, cool , I thought maybe a Best Buy employee could get it done,,nope,, her first attempt she got hung up on after waiting about 10 mins , then again, then again, so I thought I would help her and explained she would have to tell the Matrix that she needed to talk to a rep and how to do that..

After that she was in and started my claims, once again they wanted 215 dollars for a transfer fee but this time no deposit was needed since they are sending me a empty box..

this guy on the phone was pretty good but I did ask him if I was being recorded, he said yes I was, so I told him, “ this Statement is not directed towards you ,but it needs to be said..

I stated “ so far I have spend hours of time, 93 dollars on a phone to use because you would not supply me with another one, about 100 dollars i. fuel between driving in Red Deer and Edmonton for nothing, plus 215 dollars for a so called ”exchange fee” which both my wife and myself did not hear when we bought the phone, plus 15 a month for the fee, so so far my replacement has cost me nearly 500 dollars to get what I’m supposed to get for free.

You insurance is a scam and a disgrace, and you should be ashamed of taking advantage of consumers the way you do..”

the other end of the phone was silent for a couple of seconds and I told the gentleman that my statement needed to be said and let’s get this [censored] done.

So he took my information, TOOK My MONEY (210 dollars) and gave me a claim number and told me my box should be in the mail.

Yay. Its done, or is it?

6 days go by and still no box in the mail, so I called the number again, and again I fought through the automated voice on what she could and could not understand and once again got a human voice.

Then she told me that my claim had been denied…, I snapped, I was distraught and let the voice at the other end of the line know exactly what I was feeling( again) , now in hind sight she did not tell me why it was denied , she told me that some one would contact me in two days to straighten out the mess that was started,, I apologized for snapping and asked her what the next step would be if the call did not come. She assured me that it would..

So, two days later it came, while I was at work at 9:38 in the morning, remember I drive equipment for a living so Answering the phone is not an option.

No Message no text…sigh

So here I am back on this Saturday where I started this essay , now its 9:56 am and I did get though to a associate and found out that my claim was denied ( after taking my money) because he wrote down that I chose option 1, pay 943 dollars instead of option 2( which I chose)

I asked him, what do I need to do to get this done, after a few clicks and on hold agin we refile the claim with no money and he gave me another claim number and I am waiting for the box again,,

Is this service in 2022?,

What happened to making the customer thinking that they are important?

How is it they can take your money but make the process so near impossible to go through.

I spent hundreds of dollars , hours of time,(Hours) not one or two but 8 or nine on a service that I paid for.

And after all this typing I still don’t have my replacement phone after a month , Im still at step 1..

Fell free to call or explain..

I bought a thermostat Oct 28 explaining our house is very hot we r seniors so need the air on. The appt to install is nov1, very unhappy I called and was told they would come today Fri too help us. Got a call they had to cancel meanwhile I spent countless hrs calling to speak to a supervisor but got no help. Hard to understand people on phone got no where and no supervisor call back. Poor poor customer service I spent over 10000 in ur store trying to give u business but now disgusted! Relations with customer should be 1 in service to keep us shopping we even bought geek contract now sorry joel katz 8825 via Brilliante Wellington 33411. [protected]

I purchased a Frost-Free Upright Freezer almost four months ago and it was supposed to be delivered in July.

Then my delivery appointment canceled and and I rescheduled it.

Then again and again the same thing has happened.

I had to make more than 15 appointments then I stopped counting.

I contacted the support center and they told me they would escalate the problem but nothing has happened. Tomorrow I received a call from Best buy informing me that my delivery is on the way today and guess what? Canceled again.

It was by far my worst shopping experience!

Order number: BBY01-[protected]

I have been trying to convert my rewards points for over a month and have not been able to.

At first I was told to wait 24 hours, this lasted for about 2 weeks and I always got the same answer. I would tell the representative, it’s been more than 24 hours and they still had the same answer, logic had no place in this discussion.

Finally, I called the corporate office asking how to submit a formal complaint.

They told me they would open a ticket and send it to a back office. I was told it would be about a week to get it resolved, at least not 24 hours. Called at least two more times since the 2 weeks and this past Monday the 25th, the person I talked told me the account was locked due to fraud concerns. He said he would send a ticket to the fraud department and they should clear it up in one to two days. Tried again to day, two days later same issue.

I have over $800 in rewards owed to me and it looks like BestBuy is trying to wear me down. I don’t understand why it’s soooo hard to determine the issue and reset my account.

This order arrived at 12:00 on 26/ 10/ 2022

The carton was beat up with damage apparent on both the top and bottom all 4 edges.

I documented by photos the condition of the carton.

On unpacking the TV, the first thing I noticed was only one of the feet was included.

The remote and power cord were there.

On removing the plastic from the TV itself it was seen the glass of the screen was cracked both top and bottom.

I have taken photos of the damage, which I enclose.

Since you arranged the transportation of the item, I would like to request a refund.

In my view the only things worth sending back to you are the one foot, the remote and power cord, together with the instruction card.

I purchased an open box Maytag washer on the 9th of October. It was delivered but did not work. I reached out to Best Buy and my call and all subsequent calls were routed to the Phillipines. They are only able to schedule appointments. I waited for my day and two employees came and told me there was nothing wrong with the washer After they left I tried to run a load but the machine is defective. I reached out to them they came back and checked the washer thoroughly and found a part broken. They said it should take 10 days to get the part I later found out the part was in so I asked if I could an earlier appointment at this point it was 2 weeks since I purchased the washer. The call went to the Phillipines again and they were unable to help. I drove to my local store and the associate who helped me said she was not able to see the tech's schedule so was unable to help I asked for her manager who came. Her name is Jeanette. She informed me that she could see the schedule but could not/would not change it. Her suggestion was to return the washer and buy a new one at a greater cost. Today was the day and they canceled.