Best Buy
reviews and complaints

Joseph R Kaiser
Laptop Repair History
[protected], [protected]@gmail.com
Below is a history of my efforts with the local store South County, St. Louis, Mo 63128, were Central Customer Service Phone Center, your Customer Service group at the Louisville Central Repair Center.
Customer Service on all these levels has been designed to not permit your customer to speak with a person, its is unresponsive, lacks follow-up and communication with the customer whose computer and data Best Buy has in their possession. Your foreign Customer Service person is unable to provide meaningful information and is difficult to understand.
Date Location Person Name Situation/Promise /Outcome
4/11/2023 So County Store. St. Louis Brandon Cole Battery life
declining, Battery not recharging
Checked by store stated new battery needed
Purchased new battery from Lenovo
4/15/2023 So County Store. St. Louis Brandon Cole Return to store
with new battery. Computer would not start with
new battery. Told computer needed to be sent to repair facility.
4/15/2023 So County Store. St. Louis Called store status report. Told
computer could not be repaired
in STL. Parts needed probably mother board.
4/22/2023 So County Store. St. Louis Autumn Morrissey Geek Squad Mgr
Return to store picked up new battery, told laptop would be sent
to repair facility. They would determine if fixable or scrap.
Samuel Breuax (store Geek Squad) Service Ticket
prepared
4/28/2023 CS Main Phone No response from store, called and told
that laptop repair part not
in stock.
5/5/2023 CS Main Phone Robert Part came in, repairable cost $589.71. I
questioned because unit only 13 months old, Preferred customer,
5/5/2023 StL So County Store Autumn Morrissey Geek Squad Mgr Should
not be charged anything for repair under warranty, mix up
on Service ticket number 0030-[protected]. Would check on
repair status and Samuel Breaux would respond
and call back in 48 hours.
5/7/2023 No call, no update. Per Samuel no change in status hence
no call per Samuel Breaux
5/12/2023 Louisville Svc CS Robert/ Patrick Warranty work new Case
number [protected], parts in should be worked on.
5/13/2023 StL So County Store Samuel Breuax Went to store, should
be ready 05/16/2023, asked please confirm
5/18/2023 Louisville Svc CS Patrick No call back, staus update
5/19/2023 CS Main Phone Varsh/Jose Per records still at repair site, not
Know why it is not repaired.
5/22/2023 Serv Center Rene/Stephanie Case #[protected], ask for Supv
Daniel to call me. No response
5/23/2023 StL So County Store Josh / Gina Store Mgrs Reviewed
history, will look into situation and call within 48 hours
on status and how long to get unit fixed or replaced. Best Buy
has all my data on the machine it has.
Please have someone call me as soon as possible to resolve this situation. Because of Best Buys' lack of performance, I missed a filing deadline with the Internal Revenue Service.

My husband and I purchased a Total Tech membership when we purchased our TV end of 2022. The account is in my name. He recently purchased a laptop for me for our wedding anniversary (5/20) and was told at the time of the purchase that he could add the laptop to my account. I have been dealing with health issues and we allowed more than the 15 days to pass to add the laptop. I have been on several calls, the one right now I have been placed on hold for over 10 minutes with no follow up by Ray. It is hard to believe that we live in the same household that we would have to have purchase two separate memberships ($199 annually). I am very frustrated that my/our purchase because he gifted me this item would not be allowed to be added to our membership. We live in the same household and why would I buy it if it is gift to me. I am very disappointed in the customer service by BB from the time we purchased the TV until this purchase. You get a different answer depending on who you speak with and when they do not know on the phone you are required to visit the store. I would like that a courtesy be extended to allow our lapt top to be added to my Total Tech Account, please. Thank you Lisa

I do like to file a complaint on Best Buy store in Oceanside CA, the address is 2110 Viata Way, Oceanside, CA, 92054. Phone (760} 439-3210.

On 5/15/2023, went to buy laptop from the Best Buy store in Oceanside. I spoke to the salesman in the computers department. He advised me to buy laptop was on special price for $148.00. I took the laptop to the front desk to pay, the cashier removed the price tag from the laptop, and she went to speak to a guy. She came back to me, and she said that she cannot sell the laptop for this price. The price should be $ 348.00, I told her the price was on laptop for $ 148.00, that the store price not my price. Then she called the store manager, and he said the same thing.

I was stressed out because they were not saying the truth. The salesman in the computers department showed it to me and I did like it. Also, I called 4 times the customer service. Each time they told me that the store manager will call and never happened. Please, let me know if I'm wrong or the store in Oceanside wrong which they should go with price tag listed on the laptop.

Purchased a computer on 3/10/2023 and returned to purchase a printer on 3/16, to be delivered and setup by the Geek squard on 3/22. Received a phone call the morning of delivery that the computer was not available and not in the wharehouse. I returned to the store to purchase another computer and setup deliver on 3/25. The new computer chosen had to be delivered from another source because of availability. The computer arrived and the geek squard was bring the printer on 3/26/2023 for setup. On the morning of 3/26 the appt. was rescheduled. I had to return to the store for another appt. until the printer was refunded by geek squard. In total from start to finish it took 8 reschedules and 9 visits to the store. I discontinued my contract with the geek squard and refused to purchase from bestbuy again. I told the saleman, if I worked from home I would have been fired. Every reschedule was cancelled without explanation and customer service was not pleasant. I finally contracted someone else to setup the computer and printer. The store was #493. Thank you

RIDICULOUS! I have NEVER not once in my life had such a terrible experience with a business IN MY LIFE!

I bought a window a/c unit. It was supposed to be a delivery and haul away.

I received my a/c first. I thought it would be delivered/installed/hauled away all at the same time... makes logical sense but no. Okay... thats how they do things, what can I do I thought. I informed the CSR... my husband and I have bad backs... if it is left in my front yard, won't be able to move it. I was treated as though I was being over paranoid and reassured, the delivery person would NOT just leave it in my yard. I had to chase him down the street BECAUSE... he left it in my front yard.

Okay... well... she was wrong but whatever.

It wait 5 days for it to be installed... the guys come. They rolled their eyes about having to haul it upstairs even though it was in the notes)... he then says he wants to see where it is to be installed first. He proceeds to tell me, my plug is the wrong plug. You would think he would know right…WRONG! He tells me I will have to get an electrician but to change the plug. I quickly get an electrician out and……NOPE no new plug needed... it should have worked fine. I was furious.

Okay….. waited ANOTHER week….. rearranged my affairs

AGAIN….. now remember... I noted it was upstairs... a person shows up at my door... he says "they took my partner so I can't take it upstairs"..., I am able to get MY stuff in order to accomplish what "am supposed to for these appointments….. what kind of"professional"company can't

get this stuff worked out?

I called"Best"Buy. They give the standard"sorry" for the

I

second time.

Now... here I sit... they were supposed to come for a THIRD time... I rearranged my affairs (and furniture for a clear path!) YET AGAIN... my appointment was set from the 5pm-9pm window... it is now 3 minutes until 9pm... no phone call... NOTHING. Not only

do I NOT recommend Total Tech... have been a Best Buy customer for over 20 years... I will NEVER but ANYTHING from Best Buy again!

I purchased a laptop computer and keyboard to be delivered to my aunt in Bellingham, Washington, on May 7th, 2023 I live in Toronto, Ontario, Canada. I shopped and purchased these items through the Bellingham store. My order number is: BBY01-[protected]. The items were set for delivery on May 9, 2023 by 9:00 pm. I received an email that the items were not delivered, and same day delivery service had expired and the delivery was not completed as arranged during the payment checkout process. I was then advised they would take up to Friday, May 12th to deliver these items, or refund my purchase, which they had already processed on my Visa credit card on May 8th, 2023. I was also told the charge would not be processed until the delivery was completed. All I wanted was to have my gift purchase delivered on the 7th of May as part of my purchase. To date, I was advised that the delivery was not completed and late last night I requested a May 10th delivery. In the meantime, the person to accept the delivery and set this laptop up had arrived from Seattle, to no computer. Now a friend of my 99 year old aunt (gift recipient) has had to come down from Penticton, B. C, Canada, to be at my aunt's to accept the delivery. I want my purchase delivered today when Kris is there today. I want a courier to pick up and deliver the purchase - today

May 9th, by 2:00 p.m. Pacific time.

Rodney Lightheart, Toronto, Ontario, Canada [protected]

email; boston.[protected]@gmail.com

Delivery address: Aurelie Hurd, 201 N State Street, Apt #2, Bellingham, WA

[protected]

I went to the Braintree Best Buy store today around 10am. I go there to shop many times. I was stopped by a Best Buy employee whose name is James.

He asked if I had a GEEK squad appointment, I told him no I just have a question. Well, you cannot just talk with them you have to have an appointment.

I said maybe I can ask one of the folks i the computer area. " He stated they are not there to answer questions but to sell computers." I said it is a simple question. He was very rude to me. One of his associates agreed with me.

I then went to the Somerville Best Buy to see if they could help me. I spoke with Matt in the GEEK squad who had someone behind me and he states he would be with me in a minute. He looked at my computer and told me to hold down the on button for 30 seconds. It worked and I thanked him. He took my phone number and realized I had Total Tech to enter the problem should I need it in the future. Somervile was a great experience from the front entrance to the Geek Squad with Matt.

Thank you for your help in the matter.

Best;

Geraldine McEachern

[protected]

I have been trying for several hours to first find an iphone 13 package. After that failed, I tried CHAT. Now any time I go in via any menu, Chat comes up, will not go away and will not answer. It is apparently inoperative but it stays there blocking about 1/3 of the information on the page. If I try to contact you I get sent back to CHAT. If I try to phone There is nothing on the menu that helps. What in the heck do I have to do to make contact with you? If I try to find an email address which is referred to on your site, it does not even appear - I just get CHAT.

On 05/4/2023 I was supposed to ha be a washer and dryer delivered and set up. I had received a message they were going to deliver and set up between 830 am and 1200 noon. My grandson and son that works night waited for the delivery. I get home from work around 400pm come to find that the washer and dryer was not delivered. I had not heard from anyone. Come 430 pm I called the customer service department the automated stated there was a 2-3 minute wait. So I waited and waited. Finally the phone was answered and I kept saying hello hello hello finally someone answered and was just laughing and talking to someone else. Finally she said Best Buy how can I help you. Very very unprofessional. I informed her I am checking on the delivery of my washer and dryer. She said hold on for 2-3 minutes. So I’m on hold and holding and holding until finally she got back on just laughing and talking to someone else. And then was told I would have to wait 4 minutes. So she puts me on hold. Once again I’m on hold for a very long time. Once again she gets on the phone and was laughing and laughing and was not listening to me and said our truck broke down so we have to reschedule your appointment for 05/10/2023. This is not ok. I would not go with Best Buy again to ever by any major appliances. Very unprofessional customer service. This is my first time buying major appliances from best and have had the worst experience with this company and there customer service. No one should have to go through this situation. This is not ok. I was not notified that my appliances was not going to be delivered due to what this customer service representative said. I did not believe her. I believe she was lying. It is not ok that I have to wait another week. I will be canceling my order and go back to Lowe’s to get my appliances that is neede. They have better customer service there and it is worth me paying a little bit more for my appliances than have to go through this with Best Buy.

We purchased a 55" TCL Television in January 2023. We have had issues with the TV since it was purchased, with the screen going black for 4 or 5 seconds and repeatedly doing so. We have had the geek squad out 4 times already with three motherboards being sent to my house. Notice that I didn't say NEW. Each motherboard was used and each failed, with lines going vertically up and down the screen. I was able to get a manager from the Geek squad (Mariam) and a manager from TCL (Maria) on a call last Wednesday April 26th, after another visit from the technician. On that call TCL said that the Geek squad is not authorized to work on their products, making my warranty with them void. We visited the store and was told specifically by that we were under warranty and to contact the Geek squad. Well here we are, on May 2nd with no resolution to the problem. They are refusing to replace the TV and was told that they would continue to work on it until resolution. Why would you send the technician when they are clearly not authorized by TCL to work on it. Why can't I simply get a new TV and in the meaning of customer satisfaction, provide me with a larger TV. Any input would be appreciated

I purchased a Samsung 75" TV expecting my reward points upon payment - I had the option with my best buy card to finance or select rewards. I selected rewards. I found out through contact customer service a few weeks later that since my card is not linked with my best buy account I lost my reward points for the purchase. Again, I was able to choose reward points when I payed. It seems Best Buy would rather loose a loyal customer versus fixing my account to get those reward points... and customer service did not seem to care even after talking with the supervisor. I am glad I found this out before I was going today to purchase a second tv. Best Buy just lost me as a customer.

1. 3/26/22 Air fryer returned as per instructions and packaging from Best Buy

2. 8/10/22 Inquiry : spoke with Tawana who indicated receipt of airfryer and issuance of $50.00 to an e mail address. This was never received. Tawana was to refer the matter to a specialist.

3. 8/26/22 Inquiry : Inquiry: Spoke with Janisha who indicated that corporate gift cards are usually issued but would check with a specialist.

4. 1/20/23 Inquiry: Spoke with Roxanne who could not find the claim number but eventually did. She noticed that the refund had gone to the wrong e-mail address and sent it to the "resolution team." This was the last I heard from Best Buy.

I may add that several of their own employees at the local Best Buy store have not as yet received the refund.

Best Buy claim number is #ZGUGQ1651021232703

April 25, 2023

Mr. Paul Durbin

District Manager

Best Buy

Columbus, Ohio Metropolitan Area

Dear Mr. Durbin:

We are Thomas and Nadine Lewis and we have been Best Buy Customers for more than two decades. We purchased a GE refrigerator from your Polaris Store just 3 months ago using my Best Buy card (last 4 numbers 2052) Unfortunately, it had to be promptly returned. Let me start at the beginning.

On February 12, 2023., we purchased the GE Refrigerator Since we are long-time Best Buy consumers, we had already purchased the Totaltech membership. And we have had nothing but trouble with your product.

First, your salesman, Nathan was seemingly knowledgeable when he came into our home and supposedly measured the space for our refrigerator. Well, apparently his knowledge and expertise were bogus because this “so-called” professional did not even know how to measure refrigerator space and had a refrigerator delivered that was several inches too tall and too wide for the space he purported to measure.

We went back to the store where we purchased it (about 25-30 miles from our home), and spoke to another salesperson named Julie who was very helpful. She told us that the only refrigerator she had that would fit our space was a Whirlpool, so she had the Whirlpool (order # [protected], Model Number WRS321SDHZ08 and Serial Number HRB4598283), delivered to our home.

We immediately had to have someone come and look at it because every time we opened the door, the entire refrigerator rolled out of its space and onto the floor. The so-called repairmen simply said, “Didn’t they tell you that whirlpool wheels are not stable and roll out like that?” They did absolutely nothing and left. I had to put blocks of wood underneath it myself to keep it from rolling out of its space every time we opened the door.

Then the latest issue in this comedy of errors occurred just this past week when the icemaker stopped making ice and the refrigerator started going off and on like there is a short in it somewhere. After trying to call your repair folks and being switched around from person to person and Geek Squad and whoever else, we again took the 25-30 drive to the store, where we were told to go to the Geek Squad, then to appliances, then back to the Geek Squad, then told to go home and get a serial number from the refrigerator and bring it back. This was all insane and we are done.

So Mr. Durbin, rather than continue this fiasco, we would like you to have the refrigerator picked up and removed from our home and please refund all charges to my Best Buy card.

Sincerely

Thomas and Nadine Lewis

1499 Millerdale Rd.

Columbus, Ohio 43209

[protected]

Their customer service SUCKS! Totally staffed by people with bad grammar. I was told that the store "isn't accepting phone calls." If they have an email address I couldn't find it. The number they give out is for the sales department trying to sell you a tech to come out to your home. They were operating out of manuals. They didn't know any more than I did. I tried contacting the company that made my defective product and they didn't return two messages in four days. If I can find an item someplace else that is where I'll be giving my business.

On April 16th (Sunday), 2023, went to the best buy outlet and purchased an open box refrigerator. It took my wife and I the better part of 4 hours over the weekend to be able to find a refrigerator that fit our budget in conditions that were acceptable. We have 2 young children with us, we have recently moved to a new home that has no refrigerator, and both my wife and I work full time jobs.

The refrigerator was not secured properly in transit on April 24th (Monday), and was heavily damaged on the way. The delivery team had to take it back with them, and now we are being told that not only are we looking at a 2 to 7 day wait to get another delivery, but that we need to go back to the outlet and pick out a new refrigerator.

As mentioned previously, both my wife and I work full time jobs, so we can't just go on the weekdays, meaning that we have to wait until the weekend to find a new refrigerator, so now we're looking at 7 to 12 days before a delivery happens. What's more, there is no guarantee that we'll be able to find a similar refrigerator at that price range.

Instead of offering to find a matching model, best buy is offering no restitution and putting all of the burden on us for mistakes on their part. We now have a family of 4 in a new home and no refrigerator to store our food, freezers for the baby's meals, etc, not to mention we'll have to spend many more hours searching for a new refrigerator in lieu of unpacking and organizing our home.

Purchased Samsung NX60A6511SW range [protected]) and was told I needed the gas kit for installation. Gas kit has a 5/8" connection and my supply line is 3/8". There was no adapter included. Called Best Buy tech support to see if a 3/8" adapter would work on this particular range if I purchased one. Got transferred to "Samsung" with a male who could barely speak English. Had to repeat the question several times and kept being told to hold for one moment for almost 15 minutes. He told me to give him the model number as shown under the dials, inside the oven. Incorrect! After almost turning the range upside down looking for it, I finally found the information, own my own, inside the bottom drawer. He finally texted me a link to the Installation Manual (which was delivered with the range) and the text was so small it was impossible to read. Never did get an answer. Geek Squad so called service was a total waste of time and I have a $39.99 plus tax kit that I cannot use. Have now purchased the item I need from Lowes.