Best Buy
reviews and complaints

I purchased a TV from Best Buy, brought it home and discovered -- before removing it from the box -- that it was damaged. The TV was never removed from its box and we returned to Best Buy.

However, Best Buy refused to accept the TV saying that the box was not damaged so the TV had to have been damaged when removed from the box, which was clearly not the case.

All complaints have fallen on deaf ears.

That is how it was even when speaking to a VP and customer relations personnel.

A supervisor by the name of Charlene at the Patchogue Best Buy location was very rude to me, a devoted customer. My husband died recently and tragically. I am not looking for sympathy from this twenty something year old employee. My daughter's birthday was right after my husband died. She received 2 I-Pod touches. We wanted to return one and get the money back, not a credit. She was very disrespectful to me, no compassion. Her exact words to me were, "I'm done with you." She walked away and left me standing there for 15 minutes until another employee came over to help. This employee was not helpful at all either. Charlene is the one I have a problem with. Doesn't society have any compassion. I was told that in order to receive the cash, it had to be returned 30 days later. Well, it was 40 days later. I asked if they could help me out since my husband died. Charlene was very mean and inappropriate. Personally, I believe she should be reprimanded, suspended or even fired for the way she treated me. I am so disappointed and displeased with her. How could a supervisor treat a customer like that? Again, I'm not looking for sympathy, maybe just a little compassion. I had the receipt and she refused to give me my money back. Respectfully, Donna C.

I have usually found it frustrating to shop at Best Buy stores as it is very difficult to find sales people who are truly knowledgeable.

On one occasion I had a sales person walk away from me after asking if I was going to make a purchase on that visit. I told him that I couldn't answer that until I was done shopping. He then walked away.

Today, however was the last time that I will attempt to purchase anything from them. I knew what I wanted and easily found it on their web site. Their system would not accept my shipping address which I have used for the past forty years.

After trying for approximately six hours to get their system to work, being put on hold, and trying to unsuccessfully communicate with someone that I could not understand and who could probably not understand me, I was told that there was nothing that they could do unless I would give them another address.

They didn't seem to understand that the address I had used was the only one I have.

This was my final attempt at trying to be a Best Buy shopper. I can't understand how they can stay in business with the type of experiences I have had.

I purchased nokia cell phone at best buy store. Receipt says: save this receipt for warranty work. Four months later the phone went completely dead. I got stranded on a one lane highway in the middle of nowhere with no phone. I went to best buy to see if they will exchange phone or get service.

They don't oblige any warranty unless you purchase a service contract.

That is, they can get the warranty work done for you all right, but only if you pay an excessive amount for unnecessary work that is covered under warranty. My only option is to send the phone into nokia for repair. Meanwhile, I have this 1 year service contract with cellular one through best buy during which I will be without a phone for at least 6 weeks.

What's more, I can't cancel the plan because I have no phone or I have to pay best buy $300 for a phone that doesn't work. Plus their customer service is really bad.

After I got through explaining my problem to two people I got really upset and left and overheard them say - "that's one bad customer gone". Well I won't be back so they don't need to worry about me, but then there's all my family and friends who won't go there, plus anyone else who is wise to their scheme. They will give you a low price on just about anything but they don't service what they sell and they don't honor manufacturer's warranty's and they are not helpful.

Spend a couple dollars more at a place that services what they sell and has good customer service.

Best buy just wants to sell you an overpriced extended service plan to make money, otherwise they will do nothing. They are a bad customer service company and I would never buy another item from them if they had the last one in the universe and I really wanted it.

Customer service is important and you get what you pay for.

Over the last year and a half my family has purchased 4 phones thru best buy, since then we have had problems with three of them all ending the same way.
The service staff tells you that repairs should take 10 t0 15 day, when you call to check in 15 days they tell you that they are waiting on parts, but they have up to 30 day to repair or replace the phone. When you call back in 30 days they tell you the 30 days dose not start until the phone arrives at the repair center( ADD ANOTHER FIVE TO SEVEN DAYS). Making it THIRTY FIVE TO THIRTY SEVEN DAYS. at this point they tell you your phone cannot be repaired and hand you a new one
Since all phones were purchased before I had any problems, I had no idea how this mickey mouse system worked.
THIS HAS NOT HAPPENED JUST ONCE,
PHONE # ONE 31 DAYS
PHONE # TWO 33 DAYS
PHONE # THREE 25 DAYS AND COUNTING

STAY CLEAR OF BLACK TIE SERVICE

I purchased a laptop from Best Buy. The Geek Squad assured me that it would be ready on the same day because I bought it early enough in the day for them to upgrade it in the 4 to 6 hours that was needed to do so. When eight hours passed and no one called, I called Best Buy to ask about the laptop and was told that it was ready. It wasn't ready so I essentially just wasted time and money traveling to the store. I was promised a thirty dollar refund but didn't get it when I discovered that the power cord wasn't in the box after I was finally able to pick up the laptop the day after I bought it. I had to go to Best Buy for the third time to pick up my power cord because the manager informed me that the Geek Squad was too busy to do it!

On January 3rd 2011, I order a refurbished desktop PC on the Bestbuy web site. After 3 weeks waiting for delivery, I inquired Bestbuy customer services if they would deliver or. On January 25th I received a writtten confirmation from Bestbuy customer services through email that they could note deliver, that the order was canceled and I wil not be charged for the order. I though it was case closed.
Suddently, on March 10th, I received a written advice that the order got shipped same day. On the same day I asked the Bestbuy customer to cancelled the delivery since the order was suppositely cancelled. I got a reply telling me it was too late since the order got already sent. On March 11th I noticed that my credit card got charged for the order.
This clearly apears to me as a fraudulent pratice from Bestbuy.
Bestbuy customer services cannot be trusted in any way.
Bestbuy cannot be trusted in any way as this company has no respect for their customers.
I recommend to custormers to avoid from making business with Bestbuy in any ways.

Best Buy installed remote start to my car and with wrong option with which I am not able to unlock the doors after starting from remote start. After I checked and before leaving manger checked and agreed to fix the problem and because of inconvenience. He waived the extra work charges but ask to come next day, however next day different manager was there and she refuse to fulfill the promise other manager did. Lastly end up paying extra $45.

I bought a TV from best buy and had the geek squad protection. My TV was either damaged by lightening or a power surge. They sent out a tech named Josh because they said they cover this issue. I was glad to hear that. The tech looked at my screen and told me it was cracked in 10 seconds. I told the rep whom I had set up the appointment with over the phone that the screen was cracked from the inside. She said that would be no problem. I was never given any paperwork on what was covered by the geek squad nor would they answer any questions upfront.
This TV is financed so I still owe a balance on it. The tech argued with me for 20 minutes before I told him to leave my house. I did have a louder voice then normal but was not yelling. I slammed the door after he was out the door and up the stairs. He then slandered me to his supervisors saying he felt unsafe. They won't tell me why he felt unsafe but he obviously lied. Why would a person who was scared of someone not leave but argue for 20 minutes? Not only that but I asked for him to call a supervisor and he said he does not have a supervisor! I am now blocked/banned from using geek sqaud which is weird because how can they punish me when I don't work for them? I keep getting the same supervisor over and over again with no workable resolution. They keep telling me they will refund my geek squad protection but I am waiting for a lawyer to contact me back before accept that. I really want a second tech to come out. If the first one was lazy and a liar why can't I get a decent one? It seems I get blamed for the kid not wanting to do his job.
I am hoping to file a class action lawsuit because I have read many other complaints about best buy and geek squad.

I am a repeat customer to mainly the automotive accessories and installation department of the L:ancaster, Pa location. I have, in the past had many satisfying experiences with them and am typically satisfied with my service. I have had a cd player/head unit installed in my vehicle and also had car speakers installed and purchased as well. I was extremely happy. However for christmas of 2011 i was given a viper remote starter for my vehicle for a gift. Now last time I checked a gift does not typically come with a reciept, I went after almost 3 mths of attempting to have it installed to finally have an appointment to have it done. I had went thru the inconvienance of getting a ride there and back when my vehicle was finished to have it picked up. My friend had other things planned for the day but put them aside to help me with this. My install was set up for 10 am on 2/14/11 and i showed up early. after waiting almost 10 minutes past time of my appt, i finally got into the bay and spoke with the gentle man. he proceded to go about setting up the install and pulls my car into the bay, only to tell me I needed a reciept or proof of purchase to do the install to prove that installation was included and paid for. now anyone in ur company working or familiar with these products know that free install comes with the purchase of the product. so that wouuld prolly mean that the install was paid for. I spent over 45 minutes dealing with a female mgr at this location trying to locate some sort of reciept for the purchase. my friend that had purchased this product for me is 2nd in command of a lowes store and had to interrupt his meeting with his employees for almost an hr as well to try to resolve this issue. after 45 minutes of this they decided to tell me that nothing can be done. Now with my previous experiences with multiple retail companies every single company has some distinguishing factors or ways of identifying thier products from another company that carries the same or similiar products. according to ur management team in this location they have nothing like that, hmmmm is the owners and founders of ur company that nieve or is that a line of bull? to this point I still have physical possesion of this product with no way of getting it installed. I was a manager of a company in different field but I still know that I would do what ever nesicary to make the customer happy. i just want satisfied with this matter, is that to much to ask? I am starting to think so...

Purchased a wireless router from Best Buy and, because I didn't have time to install it myself, paid for a Geek Squad "agent" to install it in our house. I was given a schedule, Friday, Feb. 4 between 8 a.m. and noon. A four hour time period, just like classic cable company style. And sure enough, in classic cable company style, the "agent" called to say he would arrive late and showed up at 12:30. He got one computer routed in, couldn't figure out how to get the wi-fi secured, and couldn't get the other computers connected. And we ran out of time. I needed to leave for a family commitment at 1 p.m. I have now placed several calls to have Geek Squad return to fix the mistake. The earliest "agent" visit is now scheduled - 8 days later - for tomorrow, sometime (supposedly) between 8 a.m. and noon. So tomorrow, instead of going to my son's basketball game, I will be twiddling my thumbs hoping Mr. GS will arrive and actually be trained to get the router installed. Lesson learned by me: buy online (from anyone but Best Buy) and install it myself.

Went to store, bought and paid for Bosch Dishwasher, delivery, installation and installation kit, somewhere over $700.00. Purchased on 02-08-11. Was told they would provide email progress and would call 02-11-00. Never got ANY email or calls. Fullfillment date of 02-14-11. No call no dishwasher. Got on the phone that afternoon. Spent over 30 minutes on hold before talking to someone. They did not know anything. Transferred to Appliance department and they knew nothing nor could provide info. 02-15-11 - called again. I spent over 45 minutes on the phone on hold. Finally hung up and called the 800 number for appliance installation. They were able to call the store (don't know how) and I was told the dishwasher was ther but they had a falling out with the Optimus installation contractor (Not My Problem). The help tech said the manager of the Corpus Christi store is to call me on 02-16-11 to give me an update. It was suggested I pick up the washer and have them credit the install and then I could hire someone to do the install. I said NO, I paid for delivery and Installation and that is what I want BEST BUY to live up to. They have failed to give me the common courtsey to call and/or email me with information, I cant seem to get in contact with anyone at the store other that hold music, The delivery and installation date has passed and NO call. What a disappointment we have with BEST BUY. Never Again! I can assure you. I am very pleased with the 800 installation department as they took the time and had the common courtsey to help me. They provided more information in 10 minutes than anyone. What a shameful management practice of Best Buy towards their customer - ME! Next time we want to get appliances, guess who we WILL NOT go to? I was told that the manager of the store will call me 02-16-11. I won't hold my breath, but if they do I am highly curious what they will say and/or do. Probably not much of either.

What a mess,

I came in to my local, "trusty" Best Buy in a bind with little time to spare. My computer completely crashed beyond the point of salvation, and I rushed into the store in hopes of locking down a new laptop before the day was up (it was a Friday). I run a design business and 100% rely on having a functioning computer for all client deliverables, not to mention having several looming deadlines that were a matter of days from this point in time. I couldn't stress this enough to all Best Buy employees I'd interfaced with at the time. After talking over my purchase options, I quickly decided on a machine and committed to purchase. The sales associate was very polite and helpful, up to this point.

We went through the purchasing routine and everything seemed in order. I was told they needed to burn my backup files, install my new software and make the agreed modifications (installing a solid state drive, nothing more), which "shouldn't take more than a few hours, " the tech said. I was told, worst case, that it would be done that evening before closing time, 9:30pm at the latest (they seemed to understand my time crunch here and said the machine would have top priority). 9:30 rolls around and I haven't heard anything, so I take it upon myself to call and check in, already assuming that I'd probably be looking a pickup the next day sometime, given the lack of call. I spoke with the tech directly and he'd said they were almost all set and just needed to make a few last-minute adjustments and it'd be ready. He said, worst-case, that it would be ready by noon the next day. I stressed the importance of the deadlines I was under in a matter of 48 hours or less from this point, so he assured me that it would be ready for pickup then and that he'd call before then to give a status update, citing that techs arrive as early as 7:30am.

It's 12:30, no call or word. I call again, and am told that it's still a few hours out. Frustrated, I stress-- again-- the urgency of this, he said he ran into some issues and would call when he had a clearer idea as to when it would be ready.

It's now 6:30pm, so I call, AGAIN. I'm reassured that beyond any doubt it'll be done by 9:30pm later that evening, they were just "putting the finishing touches" on it and it'd be out the door. WOW. Ok. I'm about to lose it at this point, I could have done this myself, here I thought I was SAVING time. 9:30 rolls by, livid, I call again, nobody picks up. I call again, no answer. Really? The store closes at 10pm.

Angry, I try to go to sleep, knowing fully that I'm in serious trouble if I don't follow through with the work I was paid to have complete by Monday morning. 10am rolls around-- the time they open on Sunday mornings-- and I call. I say, "Hello, I'm calling to check the status of the Asus G73 I'd purchased on Friday..." She replies in a snotty tone, "Uhhh--- do you have a name?" Seriously? This is how you speak to your customers? Of course I have a name, and I tell it to her. She comes back on the phone after checking in for me and says, "Uhh, he's still working on it, it probably won't be done until afternoon sometime..."

My head is about to explode. I'm considering asking for my money back, but also know that it's quite the gamble-- on one side, I could go down to Ultimate Electronics and get a great deal on the HP I'd seen over there, but they told me it would take "two hours" to set up for me. Maybe so, but if not, I'd probably have a better chance at riding out the storm here and picking it up mid-afternoon. So, I wait. Patiently.

Now, it's 6:30pm, and having just hung up the phone with the tech, the computer won't be available until "tomorrow morning" sometime, saying, "If I didn't have so many customers to deal with I could get to it sooner..." Really? What am I? I just dropped $2, 200 on a new laptop and can't get a "priority" spot in line here? What a joke.

I'm getting a refund, having lost a $3, 000 design job by not meeting my deadlines. I'm astonished.

Best Buy is dead to me, and I'll do everything in my power to spread the word about my experiences. This isn't the first time I've had trouble with their "service" department, but it most certainly will be the last. It's truly a shame they don't have more competition in the marketplace, then they might have to actually step up their game to compete.

If you purchase from this company you will inadvertently become a member and unknown to you, your credit card will be charged their monthly membership fee of $19.95 forever! They do not personally answer their phone and their website has no email address. I bought a bottle of perfume for the holidays and ended up paying 3 months of, so called, 'membership' fees before I caught these fraudulent charges on my card. I would attach proof, but all I have is my credit card statement. You will not get these monies back.

I purchased 2 desktop from Bestbuy over Thanksgiving in 2009. Around 2010 Thanksgiving, I saw 2 charges from Bestbuy on my credit card statement. I called the credit card company and was told that they were for Software renewal. The credit card company even gave me the phone number and the name of the department to contact at Bestbuy. I called Bestbuy. I was told that the charges were for Anti-virus software renwal. However, the problem is I NEVER INSTALL the software! Anyway, I cancelled BOTH "renwal" that I never ask for right away. Then, when the next credit card statement came, I found that the refunded amount was a bit less than the renewal fee for one of the 2 "renewal" that I did not ask for! I called again. I was told that the refunded amount was pro-rated.

I was unhappy with this answer. I asked to speak with the supervisor. The operator came back and said the supervisor offered a $20 gift card to me. This is slightly more than the "total lost amount". I accepted this.

However, I really think that some people is going to sue Bestbuy for this practice!

I will never purchase anything from Worst Buy ever again. In the past thirteen months I have purchased three laptops from Worst Buy. Two of them failed within 5 weeks. THe first one I brought the computer in for warranty work 5 weeks after I bought it and I was told the warranty doesn't cover my repair and the minimum for laptop repair was 200. The child working there seemed nice so I believed Him and bought another lap top. an acer. What a box is of nuts and bolts that computer is. I'm pretty sure it was a discontinued model. I was very slow for a 2010 computer an i had nothing but problems. So this last December I bought a Gateway and with THAT computer I had a monitor problem after 4 weeks. I took it back to Worst Buy and This child that I spoke to said it was my fault 4 times and it would not be covered. I called Worst Buy Customer service. Maybe it should be called customer disservice. When I spoke to Customer Disservice they asked me if I bought a service plan and when I said no, they transfered me to a dead number. I called back the next day the exact same thing happened. So the thing to do with companies like this is call a lawyer. so thats what I did. If anybody reads this and they have a similar problem... Don't bother arguing with these crooks. I sent an e-mail to the Illinois attorney Generals office. I called the Federal Trade Commision and filed a complaint with them . I found a lemon Law attorney and I'm waiting to hear from him. Also I found a number for a class action attorney. I will rattle these peoples peoples cage until they change there business policies to a more consumer friendly policy.

Asus laptop blue screen
I did not have the Geek Squad set up my pc for an additional $100.00.
I have had it less than a month and I get the bule screen. I have several differant virus and malware scanning programs that have worked for years on all my other machines, I have the latested verison of all the programs with the windows 7 updates and all the scans show everything is clean. the geek squad said there is a virus on my laptop and it will cost $140.00 to have it removed, even through there was no virus on my laptop and still doesent have any virus on it. needless to say warrenty or not the Geek Squid will not touch any of my machines again and EVERYONE BE FORWARNED
" DONT LET THE GEEK SQUAD MESS UP YOUR COMPUTER "

I am writing this in capitals so you can understand that I am at my wits end with best buy, its lack of customer service and poor assistance we have had for the last month plus!
We purchased a computer for my daughter for college from our local best buy, and we bought all the "bessl & whistels" suggested by the sales associate including the warranty for spills, mishaps ect.
In december, right before my daughters christmas break (Who by the way, goes to college 6 hour away) she spilled hot cocoa on her computer. When she returned to rapid city where we purchased the computer, we took it in and were told it would take approx, 10-14 days for repair. It was a "month" before we were called to say it was repaired and we could pick it up. Each time we called during that month-noone told us anything except "well, its usually 7-10 days". Once we went to pick it up and took in all the recovery disks we were told by the store, that it "was not working still". Even though they had replaced the mother-board, and whatever else, I cannot figure out why it was noone in lousiville-where it went to be repaired could not tell it was not working. So much for geek-squad.
In any case, it was sent back "again" and we recieved it back in the store where I spoke with someone named "richard h" who assured me it would be sent 2 day air to your "brookings" store-where my daughter could drive the hour from her college and pick it up. I had asked if "all" the items we had purchased for the computer would be there-microsoft office ect, and we were told the computer would be "ready to use".
Today-after having picked up the computer from your brookings store, she called stating that "she did in fact not have micrsoft office on the computer". She also had to have the college computer staff mess with the computer as the disc slot would not open... So none of us being computer geeks-as you claim to be - are attempting, yet again to give my daughter a "working" computer.
The newest problem is that she does not have micorsoft office on her computer-whihc I was told would be downloaded on again, prior to returning it to her, as we purchased that too!
So here is my 18 year old daughter 6 hours away in college attempting to drive back and forth an hour away to get the computer working as she needs it for school.
I have never had to make so many calls ans speak to so many people in one company and yet still have so much unresolved.
I have called about your renting her or loaining her a computer initially as you gave me an inaccurate repair turn-around time-and was told you do not do that-maybe you had better start...
I have called and spoken to managers who were no more helpul than the floor staff.
To say I am dissapointed is an understatement. I will certainly never buy another thing from your company, and I will tell whoever will listen of my issues with this computer problem. Your follow-up and customer care is "uncaring" to say the least.
My husband just called the best buy here and spoke with "cory" who said to have my daughter call him and he would walk her through putting the "microsoft on her computer... After she spoke with him he told her the "product key" she had with the rest of her paperwork (And wasnt allowing her to download it) , that she needed to download a temporary file, and then use the product key... Well, she tried and that did not work either... Thanks a bunch... So now, here we are going on 2 months with no wokring computer and noone giving a crap to help us...
I am done with your company... Be assured you will never get another dollar from us... And be assured that the hospital where I work-where there are thousands of employees will know of your poor customer service and follow-through. I will tell as many neighbors and family as will listen to me...
Thanks for talking me into all the extras that provided her nothing but a head-ache. I would have been better off throwing it away and starting with a company who cares.
Sincerely,