Best Buy
reviews and complaints

I purchased a razor for my handicap brother who is in a rehab facility this morning at 10am (8-20-21), for an in store pick up. I did this because there is a drop-off time at the facility which is between 12-12:30. I received a confirmation email at 10:27 saying the product was ready. I purchased this product with my Best Buy credit card. I went to the store (Meridian mall, Meridian, CT) to pick up the item and received the run around for 25 minutes being sent from one area to another. Finally they had the package with my name on it and paid on it and would not release it to me. I asked on the way out how to contact the corporate office and was told dial the 1 800 number and she walked away. I called the 1800 number and was on hold for 25 minutes and some did finally answer. I asked for a supervisor or manager and was put on hold only to find out I was put back into the original Q. I was on hold for another 30 minutes and finally someone picked up. I gave him my information and started relating the story. The line was dead and I asked if he was still there, he said yes, just typing up the information. Five minutes later I asked again are you still there, he said rather agitated yes I'm still typing. Fifteen minutes later I asked again are you still there, nothing. I tried asking again 2-3 times and still nothing. I then called the 612-291-1000 number I found online, and a lady finally answered. When I explained my issue, she sighed and said I'll transfer you. RIGHT BACK in the Q again. I speak to a gentleman who stated he can help me and takes my phone number to get back to me. Still waiting for that call.
In the meantime, I go onto bestbuy.com and chat while I'm waiting on the phone. You can check the transcript. He gives me a local number to contact the store (203-630-9130). I call and that gets sent right back to the Q again.
While I'm waiting I go online to the chat again an Anita Hill comes on and I ask if she can pull up my previous chat to help save time and she replies she can. Then I get the notice disconnected. I go back online and a Sophia (see transcript below)
Chatbot (18:49:58 GMT) : Beginning of a non-XXX bots history message(s).
Chatbot (18:49:58 GMT) : XXX-08-20T18:49:51. XXX-00:00USER: BOT:Waiting for an agent, are connecting you with the next available agent.
Sophia Bell (18:50:02 GMT) : Thank you for choosing Best Buy, my name is Sophia Bell. How may I assist you today?
Visitor (18:50:15 GMT) : Hi Sophia,
Sophia Bell (18:50:26 GMT) : Hello!
Sophia Bell (18:50:33 GMT) : Nice to have you on chat.
Visitor (18:51:05 GMT) : I have chatted with an agent and was just starting another chat and asked Amber Hill and she disconnected when I asked her to look up my previous chat about an hour and a half ago.
Visitor (18:51:44 GMT) : The same response when I have called XXX-XXX-XXX and XXX-XXX-XXX
Visitor (18:52:01 GMT) : My impression is Best Buy does not care about their customer
Sophia Bell (18:52:09 GMT) : Please don't worry, I will check and help you with that
Sophia Bell (18:52:15 GMT) : I'd be happy to help you with that. Let's start by quickly verifying a couple key pieces of information. Would you please provide your phone number?
Visitor (18:52:37 GMT) : If you call with a justified complaint, they either place yo on hold or hang up.
Visitor (18:52:43 GMT) : XXX-XXX-XXX
Sophia Bell (18:53:16 GMT) : Thank you.
Sophia Bell (18:54:59 GMT) : I have checked the previous chat, I see that you have an issue with the store.
Sophia Bell (18:55:14 GMT) : They mistreated you, Am I correct?
Visitor (18:55:46 GMT) : yes
Sophia Bell (18:56:48 GMT) : I really apologize for the inconvenience caused.
Sophia Bell (18:57:55 GMT) : I will take this complaint and escalate this to my manager so that they can verify this issue and take action on the store agents.
Sophia Bell (19:00:19 GMT) : It was a pleasure assisting you today. Is there anything else that I can assist you today?

Sophia Bell (19:01:40 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. I would appreciate any feedback you can provide.
I tried to download the previous 2 chats but it stated they were not available after I clicked the link to download them before I closed the link.

I finally got in touch with the store and the lady told me sorry systems were down, contact corporate.

I would appreciate a call to explain in more detail what actually happened because it would take way too much time to type it all here.
Just being realistic, I don't anticipate a call back because this is the 3rd time in the last 3 hours that I have given my number for a call back but have not received any,
Tom Natola
[protected]

When to store in person to complain about not getting a return phone call, The supervisor in store never answered my email nor the note I left.

Ordered Microsoft 365 software from Best Buy online amongst other items on August 2nd. Received all items except software by August 4th. Contacted Buy Buy online customer service by email then by phone at least 3 times each. Each time they promised to resolve in 48 hours. They blame a service called "Solution 2go" not successfully delivering the link. They proceeded to blame all email users that use service providers from Bell, Rogers, etc..., in other words only internet email such as gmail and hotmail would work. I provided them an alternative email hotmail, but I still got nothing. Here it August 14th, and they have still not resolved.

On August 12, 2021 I had a 42" TV installed in my 2nd Bedroom. The installation person came to my house at 1:40 pm and did not offer me a bussiness card so I do not know who he was but I have his phone number that he called me with. After showing him where the tv was to be installed, he proceeded to ask for bolts to fix the mount to the wall. I had to explain to him that he needed to first put toggle bolts in because the studs were steel. He said that he was not aware of that and went out to the truck to obtain some.
He got the mount up to the wall, and at that time I saw that the plaster dust was thick on the mount so I told him to stop and I cleaned it as he was going to hang the TV and leave the plaster dust behind it.
He then used the keyhole bit and without checking with a stud finder, he made a large hole as pictured and hit 3 wood studs, as an addition to the house had been made on the other side of the wall. He then finally used the stud finder to locate another area to put the hole. The room was left a mess with dust a footprints from his boots.

When he left the TV and cables were installed correctly, however, he did not take the empty box from the concealment kit with him, he did not offer to clean the thick layer of dust on the floor or baseboard, and I am left with a large hole to patch.
Oh yes, he did not bring or wear a Mask !

Delivery driver drove through lawn causing damage to grass and landscaping.

Called Best Buy as told to me by driver to resolve any costs.

Called Best Buy on 5-4-21. Directed to Sedgewick Claims. Was told they forwarded info to Best Buy claims. Has been 3 months since filing. On phone to night with multiple reps with now resolution. Told to refile complaint by Diana.
Need a call to resolve outstanding payment owed by Best Buy.

why would a company have a system in place that allows you to place an item in their cart, route you to another page to pay for the item only to have it taken from you before you had a chance to pay . is this only in the virtual world where this happens, can i go to a store and see an item in someone's cart i want and take it and pay for it before them and then its mine. how would that work, probably not good. if you only have 50 available of any item and the first 50 to place the item in their cart should have the chance to buy it not allow the item to be removed because they were routed to the payment page before you and they were able to buy the item that was in your cart.

I went to a store specifically so I wouldn't have an issue. THey gave me the incorrect measurements and when it got delivered it didn't fit. Then I spent over two hours on the phone trying to find another, the tech on the phone said she found an over the range microwave and ordered it and then looked at order and they ordered me a microwave for the counter not over the range. I called numerous times, got disconnected every single time after spending an hour on the phone trying to resolve the issue. Now they said its too late to cancel delivery. I cannot and will not be responsibility for returning this item. I am disabled and cannot carry anything let a lone a microwave. Which I should not have to deal with because I've been trying to cancel the order for two days. I've spent over four hours of my time and haven't resolved the issue and still don't have a microwave on order.

My order number is [protected]. I have been waiting for a replacement for weeks now and they have come out four times to replace it and each time when they bring the machine something is wrong with it. Like yesterday the connector on the back of the machine was broken and the color of the machine was wrong. My color is champagne. Now I was told there won't be another one in till Sept 24. I am livid. I paid in good faith have been a lifelong customer. Needless to say I am very disappointed and will never again buy at your store again and no one in my corporate office will either. Make this right. This is so unfair . My next move will be to get news coverage on this situation with your services. I can see making a mistake once but four times is very unacceptable

On July 8 we had a over the range microwave and stove installed that we purchased from Best Buy. The installer, David (refused to give last name) came out to install these appliances was arrogant, rude and unprofessional. I brought to his attention that I observed him screwing the screw in to secure the microwave to the cabinet at a 40° angle and this may be why the microwave is not level, he laughed and said "it's your cabinets that aren't level" I placed my level on the microwave and showed him it was not level. He insisted again that I was wrong.
A few days later i noticed that the door will not stay open, it glides closed on its own. I knew then that the microwave was NOT level. On July 13th I called customer service to have someone, other than David come out to reinstall the microwave. I was given an appointment for that Saturday, July 17th. When no one showed I called Best Buy again to find out why the appointment was missed and to reschedule. I was told the next available appointment was a week and 1/2 away. The day before the appointment, we received a notice that our appointment was canceled and no reason given. We called and was given a 3rd appointment, and again, the day before we received a cancellation notice however someone showed up. After repeatedly asking for someone other than David to come out to fix the microwave, David shows up. He entered my house with his chauvinistic attitude suggesting that we are crazy and we are wasting his time.

Again, David insisted that the microwave is level despite, the screw and put in at a 40° angle and the microwave metal looking like it is distorted. After requesting to have his supervisor contact us, David reached his hand back and slammed it on the microwave as hard as he could and in an angry tone said "there now it's level" And stormed out of the house Refusing to give his name his supervisors name or any additional information to make this complaint. David claims that he has sent us the documents through email but neither time have we received any documents regarding anything the installation. To add to this insulting interaction, the stove that David installed is bent in the back and the power cord that he put on the stove is entirely too long and it's causing it to be crimped.
We are asking for the microwave to be hung correctly (by someone other than David). We paid to have this professionally installed the microwave looks like an amateur installed it, the stove to have the correct sized cord and the back of it checked out. We are done trying to get this issue resolved through customer service.

Over a month ago, I purchased a fridge and stove from BB. It has been hell ever since. Due to the fact that BB no longer accepts phone calls in their store (I shop at the Greece NY Store), I have had to make trips almost daily (at least 7 times in last two weeks), to speak to someone. The first issue was that I received 2 texts that my fridge would be delivered on a certain day, only to receive a call on the delivery day to say they did not even have the fridge on the truck (after I have moved out all the food into coolers). I called Customer Service and spoke with someone named Anne and she apologized for the miscommunication and rescheduled the delivery date. She also stated she would be sending me $100 gift card due to the inconvenience I excperience of having to empty out the old fridge and prepare for the original delivery date. I have yet to receive the gift card.
So. it was rescheduled and I received 2 texts again for the new delivery date. Once again, I get a call on the delivery date stating they don't have it and have to reschedule...AGAIN. The fridge was delieredj, however, the door was dented in several spots, so now I have another delivery scheduled for 8/16 to replace the door. (maybe 3rd time is the charm). I have spoken to several managers at the store, Mike, Natasha, Darryl and Rob. All have been very nice and helpful and it was all set and I should be receiving the gift card in the mail. I also had my stove set up for delivery on 8/1, but that had to be changed due to the electrical outlet not being installed in my home yelt where the stove will go. I was assured I would be contacted to reschedule that delivery date. HOWEVER, instead they sched uled it for 8/5 which is a day I will not be home and did so without contacting me for an appropriate date. I went to the store AGAIN and Rob finally got the delivery for both the fridge and stove for 8/16. He gave me the number to call to get additional resolution for this mess. I tried today3 times to call and each time I left a number for a return call so I did not have to wait, but each time they called and i pressed '1' to speak to a rep, the recording just kept repeating the same thing...press 1 to speak to a rep. So, now I sit her waiting for them to pick up (stating a 17 minute wait, but it has been longer). This is not the first time the phones have not worked. I think CC in general needs a major redo. I am trying to get resolution for my issues, and it is nearly impossible to get thru to anyone. I also was supposed to receive a call from a geek squad manager, Andre, and I am still waiting (over 2 weeks now). Even though all of the managers above have spoken to him and asked him to contact me...NOTHING. I am at my wits end and am ready to cancel all my orders and go elsewhere. I will also be writing to the corporate office. I have purchased all my electronics and applicances from BB, but that is probably going to change. I feel that because I am a woman, I am not being dealt with as you would with a male customer. It has been terrible dealing with all this when all I want are my appliances, in good condition, delivered as promised, and resolution made as promised. Mary RIolo

We purchased thousands of dollars worth of kitchen appliances in October 2020. The Best Buy delivery crew, working through a contracted company called 'Pilot' hit our power line and pulled the electric mast off of our house.

We work from home and were without internet access for three days while awaiting electrical repair.

Best Buy assured us to pay the electrician bill and we would be promptly refunded. We paid the $189 bill and have not been reimbursed.

Connie Stevens/Sedgwick - the claims person I'd been working with, promised a check was in the mail. We never received it and she refuses to return our calls and email.

Hi there,

Just wanted to share a horrific experience I had with BestBuy. I ordered a $2K washer and dryer unit from BestBuy and was scheduled to deliver last Friday from 9am to 1pm. The installation team arrived at around 4pm without informing me the delay. When I asked the technician how he was, he said "getting high". Due to this, he hit the unit to a wall and made it two dents. He then asked me for $200 for installation otherwise he couldn't continue, though installation technicians are not allowed to take money under the table. He just wired the cords for a bit but in a wrong way, causing an electric shock. I called BestBuy and got rescheduled to today July 27 9am to 1pm. Took off an entire day and waiting and the installation team did not show up at all, with no text or email or call. Called BestBuy again and they couldn't get a hold of the driver at all.

This is scary and devastating. People in Nashville who had Best Buy deliver and install their appliances should double check the cord to avoid potential electric shock and fire. Apparently BestBuy does not care.

Thank you.

Order
BBY01-[protected]

I hate best buy! I will never buy from them again! I bought a washer and dryer june 22 and took it home and installed myself. Turns out, the washer was busted. Geek squad came 2 weeks later and couldn't fix it. Appt was rescheduled. Before the appt date, I called to confirm and was told the appliance had to be replaced. New delivery date a week later. Geek squad showed up and didn't do their job because the washer and dryer were two different brands. Back to the store. Had to buy new washer and dryer, same brand, new delivery/pickup date. New date came around. Almost at the end of the delivery window, I called the geek squad people and they told me that the geek squad had shown up to the house and called the number on the order and left because there was no answer. They lied! Plus, if the actually did show up to my house, why the hell didn't they knock on the door or ring the damn doorbell! Now I have to wait another four [censored]ing days to get this [censored] delivered and installed. I hate best buy! If they actually gave three [censored]s about the client, they would have gone out of their way to get it delivered today! Or if the stupid geek squad had any common sense, they would have knocked on the door! As far as i'm concerned, they're liars and frauds. No one showed up to the house. I have been here all day! They're lying to cover their [censored]. I will make damned sure that everyone I know and everyone on social media knows what a piece of [censored] best buy really is!

I live in a rural location according to USPS standards my address (https://pe.usps.com/text/pub28/28c2_031.htm) is of the form

Firstname Lastname
100 E Main ST
RR 1 BOX 123
Cityname ST 12345

Unfortunately, the Best Buy computer system does not allow me enter an address in this form. The issue is complicated due to the fact I do not know when I place an order which carrier Best Buy will use to ship my order so I really need to use the "one size fits all" address form.

While I enjoy visiting a Best Buy store, the fact that the nearest store is an hour from my house (the round trip - not counting the time in the store is 2 hours) effectively takes a significant chunk out of my day.

I order from other online sites (e.g. Amazon, Walmart, etc.) but Best Buy is the only company I have this problem with.