Best Buy
Reviews and Complaints

, 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.

A month ago, we bought a Dishwasher from them. When they came to install it the installer said that the dishwasher wouldn't fit. So he took it back and we went and ordered another dishwasher based on the measurements that the installer provided.

This dishwasher was supposed to be installed today. I got a text confirming the installation made all the preparations. Then I find out my dishwasher was to be delivered by a third-party delivery company but not installed because Best Buy didn't have any install kits. So, they are going to drop the dishwasher off and Best Buy would arrange to have an installer come by. The delivery person suggested that we open the box to make sure it wasn't freight damaged. Then he said we should make sure it fits before we take it out of the box. When he measured the opening, he said it didn't fit. So they took the dishwasher back.

We went down to Best Buy and they were more than happy to give us a refund. I guess when you’re that big customer service doesn't apply. When I got home and look at the refund recipe it said GE and not Whirlpool. We had ordered a Whirlpool and if they had delivered the correct dishwasher, it probably would have fit.

Because of this gross mistake I will never shop at Best Buy again.

I have returned the Recalled Insignia Air Fryer, and was promised a gift card for your store in return. The recalled/returned air fryer was received by Best Buy on June 14, via UPS tracking #1ZE380109020642440. I have called the Corporate Gift Cards 10 times. I was told each time to watch for my gift card in my email: [protected]@yahoo.com. Each time I was told the matter was expedited! Each time I asked for Corporate Headquarters CEO number to let you know that the company you depend on to handle recalls, is NOT keeping their word. And brushing off customer inquiries. I got my call hung up on when I asked for Corporate numbers! I would ask Best Buy to check into this, and honor your word to your customers. Thank you!

About one a half year ago, I hired best buy to install an over the range microwave. The first installers that were send out, arrived unprepared, no ladder, cleaning supplies, and completely ignored COVID sanitation protocols. They improperly installed the Microsoft and created unnecessary holes in the cabinets. Furthermore, since they did not have a ladder the installer decided that he was going to use the kitchen counter to hold the microwave as his partner drilled away. In the process, the installer applied pressure with his knees on the glass stove countertop and cracked the left side front burner. The add insult to injury, they left quickly without cleaning their mess and disinfecting the area, as it was noted on the Best Buy website. Upon contacting Best Buy and explaining the situation, after 6 months, they send out another installer. The new installer acknowledged that the installation was poorly done, and that with had a safety issue on our hands. The microwave could have fallen down at anything without warning. The new installer took notes of the damages and fixed the improperly installed microwave. I have contacted Best Buys more that 4 times to follow up in regards to fixing the damage made to the cabinets, and replacing the oven range that was damaged. It has been over one year and my case is still open with no avail. I recently called Best Buy again. They provided the the case number and promised that someone would contacted me within 2 days. It has been 6 days and still no contact from Best Buy thru phone or email.

Someone charged $836.98 for a Samsung TV at Best Buy on Dimond Blvd. in Anchorage, AK.

I have reported this to the Anchorage office of the FBI; the Anchorage Police Department; Identity Theft.com; my financial institution, Credit Union 1 Alaska and Best Buy Billing Dispute Team: P.O. Box 7904141; St. Louis MO [protected], to which I sent two USPS Certified Mail packets with my related documents, with Return Receipt, which I have received back, signed by a Best Buy person on October 3, 2022.

These mailings had my most personal financial and personal information enclosed and I want to know that all my PII is secure.

To date, I have had NO RESPONSE!

Service at i17 and thunderbird sucks. They try to suck you for all your money. My laptop sat at their store for a week before it was sent to service center in Kentucky. Because they failed to call me for password. Another week before I was told it was junked out and got a store credit. Hold on wait they want me to pay another protection plan for new computer. When i only had 1st computer only not even 3 months. Never ever will I buy anything from best buy again.

Ordered a new refrigerator in September.

It came Oct 14 and was quickly installed but the installer did not check to see if it worked. It did not work. Someone was to come in 3 days to to see about the problem. No show. They called to say would replace in a week. The following week came and I got a text that I have to reschedule. Tried to call. I was told they would call back. Not return call. Called multiple times.

Reschedule offered on line is another week. Still no working refrigerator!

Worst company ever!

Order Number:[protected]

After hours of being online with various techs from the geek squad I have finally resolved the wts page from coming up on my computer. I had told them to try uninstalling webroot and then reinstalling. They did not do that. I did it by myself and now the wts page is not coming up. I also reinstalled Advanced System Repair by myself which they had somehow deleted. It found 5 malwares which webroot did not, and it cleaned them all off my computer. Thankfully everything is working now.

Peggy Lilley

[protected]

I have a Best Buy credit card and find that when I call the phone number on the card or paper statement, I can only reach a representative who tries to sign me up for a medical alert device, which I do not want. They have given me an alternate number that goes to the same representative, who will not pause in her pitch. This is a new development. I have always phoned the same number as above to check balances and make payments. Now I will have to remain with paper statements and mail in payments by check. This is inefficient, as such checks will not be deposited for an undetermined amount of time, will require postage costs, and are highly inconvenient. This is a degradation of services for an otherwise good card. The telephone numbers available are misleading possibly fraudulent, as they are not answered by customer support, but rather, maddeningly, they are only answered by an agent trying to sign me up for a product I do not need.

I purchase an LG refrigerator and a water installation kit and it was delivered but not installed, claiming they could not do it. I had to call for installation, an appointment was set, and claim they couldn't do it. I called numerous times to find the solution as I had a new fridge but no water or ice. During numerous calls, installation appointments were set but they would not show on the agreed dates then 2 different crews showed up unannounced, and still, they could not do the installation. Customer service recommended getting a plumber and I would receive compensation for the added expense. So I did, when I called back to talk about the compensation and final installation of the water line, I was hung up several times, and I requested to speak to a supervisor who was never available. So, a final date was set up for the crew to hook up the fridge to the new water line and they never showed up. I look at my account now and it shows that I need to set a final appointment. What a joke! The unprofessional and disrespectful attitude of customer service was horrible, I had to endure an added expense that your company will not assist with as it was promised. I deeply regret doing business with your company as I know there are better companies out there with more integrity and better values. My loss, but you can rest assured that I will make sure my community is aware of my experience and the way your company is doing horrible business. Shame on you!

I promise I will never have any purchases from best buy. 1.5 months back I purchased an item online using a gift card and they canceled it internally. after that, I called customer service 4 times and visited the local store twice. no help and I am waiting for my refund. The store keeps asking to talk to customer service. Customer service was asking to go to the store. eventually, customer service created a refund request (# S13893888). here is the ID for the call for future reference [protected]. but I never got the refund back. I call Customer service last time on 20th Oct 2022 (after 1 month of struggling with the refund) and the sales rep said she is escalating it to the backend (case ID [protected]). I have no confidence that BB will actually resolve the issue.

I demand compensation now along with a $15.21 refund for all my hassle.

October 20, 2022

Corie Barry

Best Buy Headquarters

7601 Penn Ave S.

Richfield, Minnesota 55423

Dear Corie Barry:

Today I am withdrawing my membership to the Total Tech Support at Best Buy and here are my reasons…

• The Value has gone down substantially since I first bought into this membership. No doubt, when I first bought this it was great!

I got the Webroot with the package, which I like. Now you pay for this separately.

They would take care of any problems I had with all my equipment, free of charge unless it involved parts. Labor was free. This included coming to my home. I am 68 years old, and this was a nice feature. I advertised this to my family and anyone I spoke with on the subject. I was a very happy customer.

I had absolutely NO problem reaching a decision maker at Best Buy. I can be on the phone for hours and even call your Corporate Offices and they automatically either hang up, or send me back to the non-decision makers. They tell me that they cannot give me your phone number or give me to a decision maker. I have talked to enough of your help to know that those are the instructions they have been given. Your services have gone downhill, and the cost has gone uphill. As if that were not bad enough, my trust has gone downhill. I guess in reality you can afford to lose me as a customer. However, can you afford to lose a lot of people just like me as your customers? I guess we will have to wait and see. I did just reorder my Microsoft Office Package, this time for one person, where I have been getting for 6 people, same price. Yes, I have heard about inflation, and I have also heard about companies that are taking advantage of inflation. I can remember when Service Merchandise was in business, and Circuit City. Have you ever wondered what led to their demise? You might want to look that up. They started offering less for more in all areas. Showed no respect for their customers who were their frequent customers. I intend to take my Webroot subscription to Amazon when it is up. When companies get greedy, we all lose, and that includes you.

A very dissatisfied customer,

Robin L. Gibson [protected]

15257 Spottsville Bluff City Rd.

Henderson KY 42420

I purchased and installed a $20,000 entertainment system. I have had issues continuously and had to complain to the corporate office to get someone out to fix the problems. Same problems continued and I was taught to fix them myself. Now I have a different issue and no help, I have been advised to purchase a remote device for $2000 to troubleshoot remotely. I agreed to consider but need the system fixed now (Apple TV and patio system not working). Several calls to Managers, geek squad, and sales have failed.

Ordered an IPad on Sept. 2, 2022.

This was to be paid for through my Verizon account.

Info on my Best Buy account website stated that there was a delay.

Pre-Shipment info had been sent to USPS but they were still awaiting the item.

Tracking info provided by Best Buy states it was shipped on Sept. 2, but also states that it was delayed.

Toward the middle of September, I started calling to find out why I had not received delivery.

During the first call, I was told there was a delay in shipping.

During the second call, I was told that the shipment was lost. They stated that if it was not delivered within 72 hours, they would give me a refund, but to expect a delay. At this point I told them I would rather have my iPad, but if

they could not deliver, then to go ahead and cancel the order.

I received notification that a refund had been made. ($36.60)

At this point, I was dealing with the issue of Verizon having already taken out a payment, as part of my monthly bill, and having added another number to my account.

After a series of calls, redirects, run-arounds, I was told:

"The shipment was lost."

( The Best Buy website showed, shows, the shipment as `delayed'.

This was later confirmed by yet another agent on the phone. )

That I would "need to contact Verizon to have this resolved".

( Upon talking to Verizon, I was told that Best Buy needed to submit

a canceled order ticket to them. ) Back to Best Buy!

( The next Best Buy agent connected me to a Verizon agent and then

simply hung up on us without saying a word. )

That the order was "still open" and that "no refund had been made". The

order was still awaiting shipment.

That a refund of $609.99 had been made to my debit card.

( No refund, other than the $36.60, has been made. This has been

verified through my bank. )

( When I questioned this, the agent cut us off. )

I have talked to ~6 different Best Buy agents and 1 supposed supervisor.

Finally, I talked to a lady in Support who filed a investigation claim. Due

to technical issues, she had to resubmit the info and finally gave me a reference number and then transferred me to yet another department.

This department, after going through allllll of the information again, told me the item had been shipped. Waited for a considerable amount of time while they supposedly contacted USPS. All the while, the Best Buy website, still shows the same. The agent came back on the phone and actually argued with me that his "end" shows the item as delivered on Sept. 7. He said he could not contact USPS due to a language problem!

We verified the tracking number and I told him to plug it in himself to the USPS system. After another hold, he came back on the phone and without explanation connected me to a Geek Squad in Orlando Florida!

Another hold, connected to a Best Buy agent who told me...I had to go to a

Best Buy store and get this resolved!

On the phone for 4 hours and 36 minutes! Stillllll not resolved.

I need to get my laptop screen replaced. It is cracked.

I went through the online chat function on the best buy website to find out if they do it, how much it would cost and how long it would take.

The person I talked to stated they needed the laptop information. I gave them the required information.

They informed me that they are able to do the repair. I asked how much it would cost. They quoted me 49.99 and that it would take 2 hours, in store. They told me I could take it to any store and they would fix it.

I went to the best buy close to my house. The tech told me that it is a send off, meaning they have to send it off to get repaired. They stated that it would take 2 to 3 WEEKS to get fixed. On top of that, he stated that I would need to put a down payment of 84.99, then depending on what needed to be done, they would give me the final quote.

This is bad business. When one person tells you something and then another says something remotely different.

I brought up the online chat and what was quoted and told to me. The tech did not care, just shrugged his shoulders and said wasnt his problem and has no control over what is given online.