Best Buy
reviews and complaints

To whom it may concern,

On December 15th, 2020, I purchased a television from my local Best Buy. The store's address is 1560 W Koger Center Blvd, Richmond, VA 23235 #422. My order number was [protected]. The TV was a 65 inch Samsung Q90 that was listed as an "open box" model but was in "excellent/like new" condition. The television was delivered on the December 22nd, 2020. Though it was delivered with all of it's original paperwork and remote, I noticed that the back panel of the television was loose. I also noticed what appeared to be marks in the screen. The store manager told me that it was "light burn" which is parts of the screen that has burn within the screen which is similar but a bit different from "burn-in" which is what happens to OLED televisions. We were told that when this happens, the chances of the pixels dying are highly probable which will cause light spots to manifest on the screen.

Upon noticing this issue, I contacted my local Best Buy by phone to no avail. Due to my work schedule, I was unable to make a trip to my local Best Buy until January 5th, 2021 which was within the 15 day return period. Upon arrival, I asked to speak to the store's manager and I explained to him that the television was not in excellent condition as promised and I was told by the salesman (Eric E) that "if anything was wrong with the television, Best Buy would replace it with a new model" since I also paid additional for their 2-year warranty.

The store manager told me that what he said was not true (despite the television being labeled on my receipt as being sold in excellent condition). He also said that if I wanted it replaced it with a new television, he would have to charge me an additional $128.68 in addition to the $1, 726.32 I had already paid for the previous television and 2-year warranty. So I paid the additional $128.68 because I really wanted a new Samsung television. The new order number was [protected]. He then explained to me that the television would arrive January 18th, 2021 but the guys never showed up. I received an email stating that they were on the way at 7:08 pm but they didn't call to alert me to a schedule change which I thought was very odd for a company as big as Best Buy.

The next day I received another email asking me to call their customer service team to reschedule a new day and time. Sadly, they didn't deliver the television until February 1st, 2021, which were a few days short of a month from the time the television was ordered. Regardless, I didn't make a big fuss because I understand that we are in the middle of a pandemic. I was just happy to finally receive what I thought was a perfectly working new television. Unfortunately, that feeling was short-lived because the television that was supposedly brand new also had a loose back panel and even more burning than that the open box model I previously purchased. There were also scratches on the screen (picture attached). I also have a video of the damage if needed.

The very next day (February 2nd, 2021), I returned to my local Best Buy to speak to the store manager (once again) to inform him of the condition that this "new" television was in. He apologized and explained to me that a new television will be sent my way (order #[protected]) and delivered on February 14th, 2021 but due to road conditions, the television was not delivered. I contacted the customer service department at [protected] the next day to find out when the television might be delivered and they told me that a representative would contact me within 24-hours to reschedule the appointment. I waited for 72-hours and did not receive a call so I contacted customer service again and I was told the same exact thing so I waited 48-hours before I called customer service again and like the last two calls, I was met with the same response.

Days later, I called a 4th time and asked to speak to a supervisor. The supervisor's name was Victor U. (he refused to give his last name). I explained everything that had transpired to Victor and he claimed to have contacted the store as well as left notes in the system of the incident. He also told me that for the wait, I would be compensated with a gift card of $150-$175.00 if the matter was resolved by February 29th, 2021 but if was not, he said the amount of the gift card would go up to $250.00 if it poured into the following week and the amount would increase depending on wait time. He concluded the call by promising that he would call me himself to give me an update on February the 26th regarding the matter. A week went by and Victor did not contact me.

I called the same customer service number I used to reach Victor (as well as the other reps) and the rep I spoke to claimed that she was unable to contact Victor and that no notes were left of the conversation I had with him. The rep was very snarky and refused to give me her name or employee number. I asked to speak to a supervisor and she left me on hold for quite a while, then told me that her supervisor would call me within the hour to discuss my case which is #[protected]. She also told me that I could visit my local store for faster results and compensation for the wait. Her supervisor never called, so once again, I took a trip to my local Best Buy to speak to the store manager last week.

The store manager wasn't present but the general manager (Amber) was. Amber explained to me that the television was at a different store and was ready to be delivered but she could not give me a delivery date. She first said that she would give me a call the next day to set up a day and time for delivery, and then toward the end of the conversation she told me that she would have one of her team leaders contact me instead. Safe to say, I didn't receive a call the next day. Two days later, a gentleman by the name of Ryan called me and left me a message stating that the reason why I haven't received my television which was because the store that it's being housed in closed, but is still being used as a warehouse of sorts. He then stated that he would called me later on that day to let me know when the television would be delivered (message saved).

Ryan never called back so instead, I called him and left him a message asking him to contact me regarding the status of the delivery. This was on Friday, March 5th and I have yet to receive a call back. The current date is March 12th, 2021 and this coming Sunday will make a month from the date the third television was supposed to have been delivered. I've been in customer service myself for over 20 years and I have never encountered anything like this before. The lack of communication is abhorrent. I've been given the runaround in the past but once again...never like this. I honestly feel that since they've gotten away with making me wait a month before, they're doing it again and it's not right.

Three months have passed and I have yet to receive a television in excellent condition despite being charged additional. All in all, this has been a nightmare. I've been lied to by the person that sold me the television, five reps and a manager with the customer service department and now by the general manager of the store I've purchased the television from. I've also wasted a lot of time and gas due to the fact that the store refuses to answer phone calls. Regardless, I have still been billed and I have made each payment on time but that will change if this problem is not resolved soon.

Sincerely,

Alex Ayala III
Email: [protected]@gmail.com
Phone: [protected]

Hello, I purchased a Macbook Air on Aug 30, 2020 for my son who is in distance learning due to Covid and his school being closed. It was shipped out on September 7 and it was delivered by UPS on September 14, 2020.
I was out of town to attend a funeral and when i got home, the package was not there. Best Buy's Customer Care's Specialists review of my claim, said that they were unable to assist me and they were not going to refund or replace the laptop and that my only option was to contact my local police department and the shipper. I made a police report and made a claim with UPS, and it is now February 17, 2021 and I have heard absolutely nothing from Best Buy or UPS about my claim. I paid $924.00 to Best Buy for the MacBook and I have received absolutely nothing, $0.00 in return. I think that I deserve my money back or a laptop. BEST BUY says to contact UPS and when I call UPS, UPS tells me to contact Best Buy. All i know is I paid for a laptop back in Aug/September and it is now 5 months later and my son still has no laptop. Can someone PLEASE help me get this situation resolved. I would greatly appreciate it!
P.S. I have included the police report and the ticket information from the airlines showing that my son and I were out of town and was traveling back home the day the macbook was delivered. And that our flight was delayed on Sept 14th as well!
Thank you

I went into Best Buy to get appliances, which I have done on numerous occasions (as I flip houses). On this occasion, the appliances totaled around $3400 and I had $2300 on my Best Buy card. I paid off my CC at the store, the associate asked me if I wanted interest free for the appliances. We called citi card-Best Buys finance company. They asked if I wanted to raise my credit limit to $3500. I agreed to raising my limit to $3500. What Best Buy and Citibank ended up doing was taking $2300 for my previous balance owed and an additional $3500 from my debit card. They stole $3500 out of my account and no one will listen. We have sent in the bank statement showing the withdrawal and we still haven't gotten our money back. It's been over a year and a half of battling with them. Lots of promises that we'd get our money back only to receive nothing.

I purchased a set of speakers and a subwoofer at Best Buy in June last year. Ten days later those items were on sale by the competition and by Best Buy itself at a $150 discount each. I called Best Buy to ask if they could give me a price match or if I needed to return the merchandise and I buy it again at the lower price. I was told that they would give me the price match and credit my account accordingly. In my next bill I received credit for only two of the items. I called customer service and I was told that they could only give me credit for one of the front speakers because they don't match price for similar items. After explaining that their customer service representative had told me that I would get the entire price match or I would have chosen to return the merchandise at the time, they acknowledged that they were responsible for the misinformation I was given and agreed to apply the pending credit. Since September I've been calling every month and talking to supervisors and managers who all promised that the credit would be issued in a matter of days. Two case numbers were opened to address the situation [protected] and [protected]). Nothing happened. Today (6 months later) I spoke to a supervisor who identified himself as Bruce and told me that there was no way that they could credit my account for the price match. The best he could do was give me 10% discount on my next purchase, which I found humiliating and refused to accept. When I said that I rather share the story in a public forum to advise shoppers on the issue he basically said that they don't care. He said that there are hundreds of complaints in their Facebook page and that Best Buy "is a big corporation and no matter how much we chop at the tree it would remain standing". His words. Wow! I couldn't believe it. I never thought I would hear something like that from a "customer service" representative. It seems that Best Buy doesn't care for their customers.

I approached This guy. To do my mystery shop. He kicked me out

This is my second try and tomorrow I will complaint to the government and the BBB. When I complaint the first time, last week, I told you I wanted you to refund my order number: BBY01-[protected] no later then today. I checked my account and there is no refund. I purchased a Microsoft Flight Simulator 2020 and when I installed it it did not evaluate my PC for it to work with the program. Coming to find out, after the install, that my computer was not capable to run the program. Your failure to have the install excess my PC is deplorable. If I do not see the refund on my account tomorrow, I will make sure the proper government department and BBB will know about it. If I do not see the refund by 10 AM Pacific time I will file my complaint.

Thank you and best regards,

Brynjar Halldorsson

I had purchased a apple lap top and a apple cell phone and another cellphone and I did not know how to operate my new cell phone which was purchased on 12/29/2020 and I am 73 years old and disabled from being beat and shot in the head and I have veteran status and having a problem with "words" and I went to best buy where I purchase these item at 4145 s. Mooney blvd. Visalia ca 93277 at about 1:15 to 1:30pm 1/18/2021 to ask about a cell phone guide and I have received a message on the internet about insurance or payments? So at the front desk security I talked to that male and he sent me to the geek location and the first guy I talked to which is about the operation of my new cell phone and he said I should know! And I said I am disabled and need help and he said my mother that is 72 year old knows! And I asked how did she learn? And he said he taught her: good so you can teach me! No! So he got another geek guy which came out upset! Looking and asked what I need? And I repeated myself again about being disabled and problem with words! And I have veteran status and been beat and shot in the head and I said that the other guy could not help me with the new cell phone and he asked what my number is? I do not know what my number is and the message I got was on the internet and I want to know if it is a payment or insurance or what? And at that time that geek guy came out from behind that desk and was pointing toward the front door and yelling get out! And when he looked like he way going to attack me I stopped and said "if you touch me"! I will attack back! I am a disabled guy with veteran status and I can hurt you if needed! And he was still pointing at me and yelling get out!. I am 73 years old that is disabled with mental problems of words and other actions and all i'm trying to do is get information but being 86ed from best buy from a geek guy that was starting to attack me! And no body there did anything about it!, I called headquarters at [protected] at 10:40 am and talked to a lady about this on 1/19/2021 should I quit going to purchase the (2) wall mount tv's and the apple laptop that I purchase on 12/29/2020 I am disabled and need help and want to know what is going to be done to this geek guy that 86ed me from best buy! I will talk to my attorney about this "if" it is not handled by best buy. Please let me know and my home phone number is [protected] and the internet where I got that message is kenneth. [protected]@yahoo.com

I purchased a Kitchenaid Wall Oven and Extended Warranty one year ago from Best Buy. It worked well for 11 months then stopped heating up. I have had 4 visits this far from Greek Squad because they can't seem to fix it. Each time I call them back to re-schedule a repair they are at least one week out so now I have been without an over for nearly 2 months. Incidentally, I love to cook otherwise being without an over might be acceptable. And because this happened in December I was not able to host my annual cookie baking night with my granddaughters, or prepare holiday meals on Christmas Eve, Christmas Day, New Year's Eve and New Year's Day. Now we are nearing the end of January and still NO OVEN!

Geek Squad doesn't care. I was told they can't "do me any favors" when I asked to exchange the oven for a different one even though I offered to pay all expenses of installing it and any difference in cost since it is one year later. In my opinion I don't see this as asking for a favor! Paying for a kitchen appliance that works is an expectation! I feel like they sold me a bad product and they should put themselves in my shoes and stand behind a product they represent!