Best Buy
reviews and complaints

Last September I purchased two e-gift cards for Best Buy, one in the amount of $500.00 and one in the amount of $100.00. When I tried to use them, I discovered that they each had a balance of ZERO. When I called Best Buy, they told me that the $500.00 card had been used at a store in Clearwater, Florida, a city I have never visited; the $100.00 card was used in San Marcos, Texas, another city I have never visited. Aside from providing me with that information, Best Buy did not offer me any solution to resolve this and told me to report it to my credit card company and/or the police.

I am seeking a full refund of my $600.00, either to my credit card, my Best Buy credit card account, or another gift card.

I really do not appreciate Best Buy's low quality customer service, or lack thereof. They just don't understand what the actual problem is. They took an item I had ordered and gave it to the wrong person. I didn't understand what had happened and why I did not receive it. They did not attempt to appologize or show any kind of concern. I can't seem to get the customer care specialists to understand that I need to speak to a manager.

My washer and dryer were delivered on Saturday and they could not install my dryer due to a defect. After the geek squad left I got a phone call in which did me no good because they can't tell me when I am going to get a new dryer until it was returned to the warehouse and the paper work was completed. This employee said her department was closed on sundays but that I could call today and see when I would get a new dryer delivered. After being on the phone for over an hour I was told it was still on hold due to paper work therefore I would have to wait until tomorrow because paper work still had not been completed. I asked to speak with a supervisor which if I decided to stay on the phone would be another hour. Very poor customer service and I am regretting spending $3, 000 at Best Buy for this purchase. I don't even have my complete unit and I already owe a monthly payment. Very disappointed in how they handle business now days.

My card was lost and they are fraudulent charges on the bill. Notified Best buy and they denied my claim even though I also did a police report. They never provided me the reason why and said it was because these orders were delivered to my home. After doing my own leg work that Best Buy refused to do I found out that the orders were NOT delivered to my home they were picked up at a store. Also, there are two charges that were canceled and that remain on the bill. When contacting Best Buy again they said they refuse to remove the charges and if I would like I can write a letter to the Vice President of the corporation. THIS IS VERY POOR BUSINESS that is hurting my credit and seems morally wrong to the consumer.

3:12 pm
hi, my name is rob shoemaker, thank you for contacting bestbuy. how may i help you?
rob shoemaker,
thank you for choosing best buy, my name is rob shoemaker. how may i assist you today?
hi deanine, good evening!
you,
hi your rep just hung up on me-

i am beyond pissed i ordered a washer and dryer they came on monday and the washer had dents in it so they took it back and said someone would call me monday night =
no call monday - no call tuesday - today i call you and she says i have to wait til next week to get it
i went on line and scheduled the redelivery myselft
but i want it sooner!
bby01-[protected]
rob shoemaker,
i'm really sorry for the inconvenience caused for you, please accept our apology.
not to worry, let me quickly check with your order and help you with the best.
thank you for the order number.
could you please help with the registered phone number, for the verification purpose?
you,
[protected]
deanine wheeler
rob shoemaker,
thank you for the details.
upon checking your order i see that you have placed the order for " insignia 41 cu ft 11cycle highefficiency toploading washer white" and it was scheduled to deliver by 06/28/2019.
you,
i just did that myself! that is the 2nd delivery - the washer and dryer were both orderd at the same time
both were like i said delivered on monday but the washer was dented so they took it back and said someone would call me to have another one delivered
since the rep i was speaking too was such a [censored] saying she could not deliver it till next week and would not let me speak to a supervisor i went online myself and rescheduled my own delivery is that the type of service i should expect from best buy
orginal install date was 6/24
rob shoemaker,
to best assist you with this i'm going to transfer you to a team member who specializes in this. i appreciate your patience and thank you for choosing best buy.
you,
u should be able to see that under the order # because i can see it
3:22 pm
you are now chatting with luis l.
you,
hello!
luis l,
hello! one moment while i read your previous chat.
you,
absolutely
luis l,
thank you.

arrival window

june 28, 2019

07:00 am - 01:00 pm
i am seeing that as your delivery date for the new washer.
you,
yes i know i scheduled that myself
because your rep didnt and no one ever called me back = you took my $$ and my product and i have to run after you to get what i have already paid for and you delivered damaged
luis l,
i see. one moment. i will need to escalate this order.
you,
can i get it sooner is my question you took my current washer that worked and the new one and left me with nothing - this is some bs for real
so hopefully 3rd time is a charm
luis l,
i am sorry but that is the soonest appointment that is available. i can escalate your order so we can get a manager involved to see if we can accommodate you better.
you,
yes please do that
luis l,
please allow me a few minutes to submit this.
you,
ok
luis l,
thank you!

Ordered fridge (nothing fancy) 9 days ago, and paid for delivery which was arranged for 5 days after purchase.

Delivery company called and left a garbled message the night before with the "3 hour delivery window"... I could not understand the message, so called back. They offered an entirely different delivery window outside the times that I said I could be available (5-8pm).

That was the start of 9 days of over 8.5 hours on hold, transfers to 2!different countries, 7 "customer service" agents, and 2 supervisors who I have dealt with since last Friday when the fridge was NOT delivered.

Since then, two supervisors bending over backwards saying all the right things and making calls, etc. With a guarantee that it will be delivered today between 9am and 3pm.

Item was NOT delivered, and when I spent an hour on hold this morning to ask why, they said the delivery team "couldn't fit it on the truck!"

Not MY fault as the paying consumer who has waited 9 days, paid for the item and delivery, wasted TWO days not working or getting paid, fighting for 8.5 hours on the phone, and still have ZERO fridge or anyone willing to trouble shoot and get a fridge delivered from one of the TWO Bestbuy stores in my city.

They "can't" do that they say? Why not? Shoot! If I had known that their guarantees from last Friday and Saturday of delivery today would not have happened, I would have paid someone to go pick up a fridge at Costco, Leon's, The Brick... somewhere!

This is the absolute worst customer service or buying experience I have every had!

They say they have submitted a claim for compensation for missing two days and 8.5 hours on the phone.. that cost is more than the cost of the fridge, and I am sure I will have to fight for that as well!

No one should have to work this hard to spend their money on a fridge at any store. This practice of making promises and passing the buck needs to be reported and investigated, but they don't care.

Buyer beware! Do NOT shop or purchase from Bestbuy Online! Terrible experience and service!

6/19/19

Hello, I am writing this complaint about the Best Buy in Christiana, DE. I went to the store hoping to get a veteran's discount with my purchase of a drone costing $1199.00. The Sales Associate called the manager and he said that I could not use the discount as advertised online to make this purchase. Here is the advertisement:
"Active Duty, Veterans, Retirees, Reservists and Dependents receive a
15% discount. Use promo code USMIL15 at checkout. Best Buy military
discounts are available at some locations and are at the discretion of
each individual location, typically 10% off, where available."

I am a 61 year old Veteran and a Senior. I could not understand why this manager denied a discount. I showed them the above advertisement but to no avail. I decided to go ahead and make the purchase but I was very disappointed about this. What makes matters worse is I told the Sales Associate to place $1000.00 of the charge onto my personal credit card and to put the remainder on my Best Buy Credit card and when I got home and looked at the receipt, I discovered that he charged $1071.94 on my personal credit card causing me to overdraft and that will bring overdraft penalties! All he needed to do was to put the remaining $199 on the Best Buy card and everything would have been okay.

Yesterday, my visit to Best Buy was less than pleasurable and for as long as I have been a Best Buy card holder, I have never felt this way. I am hoping that you can resolve this issue with this store. The manager could have offered at least something as an incentive to purchase this expensive item. He never came to talk to me. Only the Sales Associate over the phone. Very poor customer service. I am now inclined to return to shop elsewhere knowing I will be receiving this type of treatment from your store.

Please advise or help if you can.

Thank you!

Devearl Y. Oates
806 W. 10th Street
New Castle, DE 19720

[protected]

Monday, June 17, 2019, a driver turned off of Kemper in front of me. He had the red light but he did not stop for the light. He was driving unsafe and texting. He was in a Best Buy Geek Squad car. The plates on the car were Ohio plates HLA9053. He had dark hair, tan colored shirt and was wearing sunglasses. He was driving in the Fairfield, OH area.

bought laptop late December, for the last week plugged in but battery not charging, Best Buy takes NO responsibility on the entire issue, rather they give me the run around, and it's going to cost me this and cost me that yet this new product was over 600$ to start with. I brought the receipt paper and eformat. and still...no go. odds are i'm better off where a company shows me they care about their faulty product, where they show me that not only i matter but that my big bucks matter also.

I went to Best Buy Owensboro KY on Saturday, May 18 to purchase a 65 in TCL Roku TV. After asking the employee a question before purchase, he went and asked the manager. The manager was hateful and rude. When I questioned customer service about it and asked for his name and Best Buy contact info, they said they didn't have anything. I finally got the name Yesia? He came over and questioned me about it and then told me whatever.
I have faithfully shopped Best Buy and my family knows to give me gift cards. Honestly, I love Best Buy and I will continue to shop; but I will never step foot in the Owensboro store again.

Yesterday I talk with the Man in Best buy with Phone 301-984- 1479 to buy Washer Model WTW5000DW open-Box with price $ 409.99, He confirm with me, I from Virginia going one hour come but when i com the Add 1200 Rockville Pike MD 20852, No body response and did't do any thing, I must go home
I thing Best buy is big company why they do like this !
Pls let me know the reason !

My email : [protected]@gmail.com
Thank you

Purchases a Nuwave airfryer just approximately three months ago and the lid has already messed up on me. The lid is stuck and will not shut. We have NEVER used force in order to shut the lid. This is very frustrating I have paid good money to purchase this product and I expected to get alot better use out of it than this! I can not even cook in the airfryer anymore and that is/was one of my favorite appliances that I own!

Last weekend went to the local Buford Ga Best Buy store. We needed to purchase a new Double Convention Oven for the house to replace the existing unit.
Sales staff where knowledgeable and helpful too. The staff advised that it would be best to have Best Buy technicians out to the site to measure the cabinet dimensions initially to ensure the oven we picked would fit correctly. Sound sensible and appropriate. The sales staff made the arrangements that a technician would come out on 04/30/19 between 8am-12noon. Sounds simple enough right !

The morning arrives and I take time off to allow them access.
1. 10am rolls round and no tech. I decided to call them. Young lady answers the call and advises " not a problem" . Tech is due to arrive at 10:41am. Still inside the window and I am on the schedule.
2. 10:50am rolls around . No tech. Decided to call again. This time the rep advised tech is enroute already with 11:00am arrival time.. Still inside the window. Advised will continue to wait.
3. 11:00am rolls around. No tech. 11:15am, 11:30am 11:45am . No tech.
4. The window is about to close. Called again. Rep advised tech is enroute with 12:05pm arrival. They even sent a text to confirm which I still have.l. I figured it is just outside window will wait. I have already waited and wasted 4hrs of my time for these idiots.
5. 12:15pm, 12:30pm, 12:45pm 01:00pm .No tech. At this point I have wasted almost 5hrs of my time. I had to now leave for other commitments.
6. Eventually get a phone call along with yet another worst-less text advising the tech will arrive at 01:40pm. I still have that text too . After almost 6hrs of wasted time I had naturally left...customers have lives too... Rep Randia M called to advised tech has arrived at 01:37pm... I asked to speak to a supervisor Chris R. Why he is not willing to take full ownership of the Best Buy failure is totally beyond me . Chris advises he can reschedule for Fri 05/03/19 8-12 window again .. that is the same situation we had today and not acceptable. More wasted time ! I asked for a specific time .. Chris was totally incompetent at handling the Best Buy failure. Evidently Best Buy failed miserably and offering a window was not going to cut it for the reschedule. A more aggressive stance was necessary. I asked to speak to Chris R manager. Chris outright refused to provide that information to me... even suggesting that I could complain to the corporate office. Not the greatest management technique by far ... in fact outright worstless supervisory skills.
7. Arguing with the customer when the failure outright lyes on the Best Buy side is ridiculous. Chris made no effort to even try and make sure a tech would arrive on Fridays so called 4hr window ... just he will get there sometime ! Pure customer abuse !
8. I cut off the call with Chris ... total waste of time talking to a so called supervisor who has no idea of the concept of his roll in a company, that is solely based on "customer service"
9. Later I called the Best Buy Complaints line. I spoke to R.J. He actually seemed to get it and took the details of my complaint/reasoning and filed # [protected]. After this he advised he would transfer me over to Dakota J :Geek Squad Flying Service . Dakota took down additional details and confirmed the [protected] window . Dakota went the extra steps and advised that the tech would arrive around 0900am after he checked the scheduling for that day. Why the incompetent managers before did not try this defeats me !

The end result of all this is that the sales staff in the stores and higher complaint organization seem to try to achieve the goal of "customer service" that your business is based upon ... just to be let down by failures of delivery and specifically the supervisory department over them ... the weak link.
The simple act of picking up a phone and calling a customer to advise directly that an appointment window will be missed seems completely beyond your supervisors in your delivery/service department. This inability and complete lack of customer care and abuse will lose you business. Maybe the senior management need to explain this simple concept to them.

I hope someone in higher management has the gumption to actually reply back to me and not just allow such incompetence by one section of the company stand.
DO NOT ABUSE CUSTOMERS ! They will walk away Chris R.
I welcome higher management to contact myself back directly... just remember if you would not accept the above as acceptable service for yourself ...then please do not call to to provide excuses for it.
Thank you.
S. Naran Atlanta GA

I made an appt and went into see the Geek Squad on April 25, 2019. My iPad Pro, which I received as a gift for Christmas, has been turning black out of nowhere for the past few months. It generally turned back on after a few hours. This week I was working on a project, and all the sudden it went black. Three days later I still cannot get it on.

Upon reading the Apple Website, this problems seem to affect many of the iPad pros. They explain how to force restart it, but that hasn't worked so I decided to bring it in.

Your Employee Eli, at the Patchogue Best Buy, made this experience horrific. He tried to force restart it, and couldn't. Then he told me I dropped my IPad and broke it. I told him I never have dropped it, I always keep it in a case. He then got belligerent and condescending, and showed me a tiny nick in the metal, , 1/8" long if that. If it was dropped, it would have resulted in a much larger dent, or the glass screen would have broke. I know this because I did drop my last IPad! If I had done so again, yes, I would have admitted it. This tiny nick looks like it rubbed up against something. Regardless, it in no way affects the problem I am incurring with my IPad. The black screen is again an IPad Pro problem.

Needless to say, Eli was extremely nasty. He went in the back, and pretended to call Apple to see if they would cover it. Came out 5 minutes later and said they wouldn't.

I own a Retail Store, and would be mortified if one of my Employees treated a Customer how I was treated. He put me on the defensive from the moment he walked over to the Counter. I come in with a 4 month old expensive iPad that i cant use because of an Apple issue, and walk out saying I WILL NEVER AGAIN buy anything at a Best Buy.

The Geek Squad may be trained technically, but Eli must have missed the class in Customer Service!

Mindy Skura
[protected]@aol.com

Hello my name is evelyn. I had the worst experience electonic service with the store that is in baldwin new yorl. I purchased a computers that iam making paymnet every month cost me over 1000 with insurance. One day my compuerts window got broken. I went to the store to fixed with insurance. They spoke to me will take 2 week a assistent manager name anthony. After 3 week I went back to store because I did know went they will give me back my computers fixed. They gave me a lots of stories. And I asked for a manager. They spoke to me the maneger was not in this moment in the store and that I was suppost to purchase a new computers until the computers was fixed. Its today day 25 d and I did not have my computers fixed after I paid the insurance. I went back today and again they gave a lots of history. I ask again for a manager and the person in the counter spoke to the manager ithe sale rep came back to speak to mr and said
This information you have to wait for your computers. But never came to to speak to me. We are the customers that produce the pay for their jobs because the customers spent the money in the stores. I sale in the internetn and its terrible I do not have my computers for my bussiness. I need a person please that can help me. I dont think I will recomended thsi corporpporate best buy to not one person. I did know who I can resolve this situation, this is my e mail [protected]@yahoo.com my tel [protected].

I have had thee most absolute worst experience with best buy over the course of 2 days. This was my first time purchasing anything online with best buy and I will never do it again. I need to contact my attorney for legal advice at this point. They never delivered my $900 worth of e-gift cards until 13hrs after purchase. They state on their website and the call-line for e-gift cards that it will be delivered in one hour/immediately. When I called with order #'s; no one could find $900 dollars in gift cards. No explanation. "sorry ma'am we don't know" I spent 5 hours on the phone trying to get my issue resolved just to be hung up on w/ no effort in contacting me back. I called back and waited on hold for another 45 mins just to be hung up on again. I am so frustrated. The item I tried to purchase initially was gone after 13hrs total of missing gift cards. And 6hrs of customer support with no conclusion. They state it will be delivered via email in one hour! False. I spoke to 9people in total — 4 of which were managers, the online chat feature, sales, and customer service. I was never helped and with out the item I tried to buy — macbook pro

I am availing the geek squad insurance. I purchased samsung galaxy s9+64 gb-sunrise gold from best buy franchise on installments on november 11, 2018. But unfortunately I lost it somewhere. I am still paying its installments via best buy cradit card. When I purchased the mobile I asked the employee for full coverage insurance but he misleaded me and registered wrong insurance 8.99 (repairing and damaging). Today when I went to best buy franchise for the complaint they checked the system and refused for any obligement. The staff misbehaved and asked to leave the store. Kindly accept my complaint facilitate me with new cell phone. Hope for your cooperation as soon as possible.

I purchased an apple watch from bestbuy on Jan 1st, they sent me an email on Jan 4th that the item was delivered at the front desk of the hotel I am living in, I checked but did not found it, it said it was signed by: Ellen while the hotel has no employee called Ellen!. Moreover; I received like 17 items from amazon to the same front desk without a single problem. Anyways, I called the customer service at bestbuy, they answered that they will send another watch and make it a signed delivery, 3 days later (Jan 7th), I received an email telling me that the delivery was cancelled as they can not reach me! and that they will refund me the watch money with the same Info. noted in my account on bestbuy. 2 days later, the note disappeared from my account, I called the customer service over 7 times since then, each time they answer that some error happened and that they submitted a request for the refund processing but it is not yet approved/ we will submit another follow-up/ please give us 24-48 hours, this happened like 3 time now and it is not yet solved, my bill due date is Feb 6th and I am afraid the refund will not appear in my account before this date, it has been more than 2 weeks now and I am really frustrated!