Best Buy
reviews and complaints

This is concerning a staff member named Jake at your Milton Store in Ontario Canada that was rude to myself as a customer when I was trying to purchase apple products. His team leader and manager call me to apologize. He owes the apology! I took my business elsewhere to Staples. Offering a gift certificate was not necessary. I refused and asked for a apology from the sales person. When the team leader and manager stated that they refuse to get Jake to apologize for his action and they tried on his behalf is a sign of poor management. He is the one that owes the apology.

If this is the policy of Best Buy and customer service at the Milton store I believe that corporate should revisit the team at that location. I ahem had amazing service at other Best Buy locations.

Still waiting for the apology from Jake not the store manager or team leader Crystal.

to whom it may concern
this letter to complain of the ridiculous percentage of restocking fee best buy is charging on an item that i return the very next day i got it in its exact same lousy packaging that they send it in from there subsidary deal target aka market place

i paid 455 dollars for a 2 in 1 laptop from hp when i wrote about returning the product which was way behond the return days time limit of 14 days i was told yes go ahead only to my disapointment i got my refund back minus 102 dollars yes 102 dollars this means market place aka deal target pocket from every cusotmer this amount this is highway robbery to me

someone as to stop this i wrote to better businees bureau of canada to file up a formal complain

Hello,

I bought a chromebook from BestBuy marketplace. I don't normally like to order from a third party off of these sites because the host company often doesn't have the ability to rectify any service issues. Which seems to be the case here.

I called into BestBuy because I could not even track my purchase. It was listed as "in Progress". When I tried to dig further, I could not find any information. I sent a message to the seller through the Best Buy website.

However, then I noticed that the prices in my receipt had changed from when I purchased it (they always push you back to their website, where they control what you see on the screen). The chromebook was listed as being $50 more than what I purchased it at. The price they charged me was competitive with everyone else, but their third party seller was offering it for $50 less. That's why I purchased it from them.

So I called Best Buy. Can't remember the dude I was talking to, but he said it is probably on its way and to chill out (basically). When I told him about noting the price difference, he basically told me that I didn't know what I was talking about. That this is the price it has been for months now (yes, the Best Buy price has been stable, but the third party seller is a different matter).

Based on his lackluster efforts to help me resolve the situation (he basically said this is the price and what you were charged), I asked to speak to a supervisor. This is what he told me, which made me very upset. He told me "you aren't going to get any different answer from a supervisor and you are going to have to sit on hold for a very very long time. I will have to find someone from a management group" with the implication that I was going to have to wait a very very long time on hold if I wanted to do that. I hate it when customer service reps try to prevent you from speaking to a supervisor and what I feel was basically a threat to me. That right there tells me that I'm being played.

Fed up, I told him to return the chromebook. Don't even send it to me. He started telling me that I was being unreasonable and that I wasn't giving him a chance to resolve it for me. What? I told him that I could have just blasted my complaints on social media, but I had called in and tried to resolve it, but was met with total resistance. He told me I was resisting him. I told him that I don't want to do business with Best Buy anymore, because they have destroyed my trust in the integrity of their online systems, not to mention their employees. If I can't trust you to keep the numbers straight on line and cannot give me any help, I don't want to do business with you!

He basically complained to me about me, but then told me I had two choices. He could send a message to the company and ask them to stop the shipment and return it. But he couldn't guarantee that they would take action or refund me. The other option was to refuse the package when it arrives (it requires a signature), and then try to work out a refund. Under each scenario, I could not be guaranteed a refund. Then I ended the phone by hearing a very snarky and snide statement about the customer not always being right.

I told him that I felt that I was effectively experiencing a bait and switch scheme here, and that I can no longer trust Best Buy to treat me fairly. Their representative won't not help me and basically left all the leg work to me, with no guaranteed outcome.

A month ago I purchased a stove microwave fridge and dishwasher from Best Buy in Countryside, Is
It was delivered and the dishwasher didn't fit and fridge didn't work.
After over 20 plus calls and numerous rescheduling I still do not have my dishwasher installed or fridge fixed that I'm frustrated beyond belief. And to top it off I took today off of work to wait for the delivery of the dishwasher just for them to tell me they don't have it on their truck! If I could I would want my old appliances back and be done with Best Buy. I will never step foot into your store again and will be telling all my family and friends not to do business there. Get your [censored] together Best Buy because I don't think I'm the only one with a story like this

This company is the worst. I purchased 2 TVs and needed to return them because of connectivity issues. They sent approved the return but sent only one shipping label and informed me to make a copy and put on both boxes. I told them I would not be able to track and confirm receipt and that UPS has a policy against this but they insisted. I escalated and at the executive complaint level they upheld the directive to make a copy of one label and attach it to both boxes. In writing from the executive office they required me to create fraud in order to return my order to them. They stated that they were not able to print out an additional shipping label. In all of Best Buy no one was able to create an additional label . I am not able to physically take the TV back and they refused (Executive Level) to offer any recourse. Not everyone has a car and not everyone can carry 2 TVs. This company has shown no remorse, no regard, there level of customer service is nonexistent. I brought to their attention that they cannot track the receipt of my package. How can they prove that both were received? If there is a delivery issue how could I prove both packages were received? I will NEVER shop with them again. Poor customer service and poor resolution response. They refuse to shoulder any blame or own the resolution.

7/10/19 called about faulty Icemaker. Geek Squad handed me off to a third party, A&E, which is owned by Sears and in and out of bankruptcy. Geek Squad will not take back responsibility for fixing it despite me having a five year service contract with them and 3/ 1/2 years left on it. 7/23 A&E came out and old Sears technician badmouthed my Samsung refrigerator. Said I should have bought a Whirlpool. (I replaced my old Whirlpool for this new Samsung because Sears fried the motherboard and it didn't work for 6 weeks, waiting for a part, until I gave up and went to Best Buy and bought the Samsung.)

8/12/2019 today and still no part despite the A&E technician telling me on 7/23 I would have it the next week. I've tried to get the service back to the Geek Squad but they don't want anything to do with it. Can't understand how Best Buy can provide substandard service to their customers. Can't figure out how to penetrate the Best Buy/Geek Squad bureaucracy to address my problem. Very unhappy about this.

I purchased a chromebook in May From Best Buy. After owning it a few weeks it failed, [censored] happens, not too big of a deal at the time. Took it into Best Buy and they said they would have to send it off to be repaired. About 10 days later was told it could not be fixed and they had to trash it. Was told to come into the store and they would provide a credit for it, still all fine. Whe I got to the store there was some confusion about the return because I didn't have the item (they had it wherever they sent it off to). Finally they spoke to a manager on the phone and they got got me a credit issued for the cost of the chromebook. I then asked about a refund for the three year service plan I purchased they said they couldn't do that. I knew that wasn't right but figured I wasn't going to get anywhere with the associates at the store. I went online and contacted Best Buy. Started with using their chat to communicate with agents, all fine though did get tranfered around a bit. Was eventually told I needed to talk with someone and they gave me the phone number and a case ID. Called, put on hold, and then transfered around again. Finally spoke to an agent that agreed I was owed a refund. He told me that the amount would be refunded to the card it was charged to originally and that it would take 3-5 business days to process and appear back to my account. Well, 10 days have passed and no refund has been received. Called again and again was passed off to a couple of different people, still no resolution. They must be really hard up to keep my $90. But iditically they don't realize that they have certainly spent more than that on labor to chat and talk with me. They have lost all of my business in the future.

Thought I would share my very disappointing service experience with the Best Buy TV haul away service order # BBY01-[protected]. It started with placing an order, in person at my local Best Buy store on Jul 30 for a TV haul away service along with an order to install my new TV. My schedule date for the haul away was July 31 with a time window of 12-6PM. On the Jul 31 scheduled date to haul away my TV, the Best Buy reps no-showed I spent 6 hours of my time that afternoon waiting for them to show. I called Best Buy Customer Support that evening and spent 1:48 mins on the phone with off-shore, on-shore, Geek Squad and warehouse reps. I was assured that the Geek Squad and warehouse reps would call me back in the next 24-30 hours with a with an update ... but to no avail. I called again 2 days later, and went through the same extent of what I did on my first call with, again, false assurance that I would get a call. And what happened, you guessed right ... no call. Finally I called again on Aug 7, six business days after the original scheduled date and spent another 1+ hours on the phone to be told that I was being reschedule to today, Aug 8 and that, as a courtesy, I was offered a $30 Best Buy gift card for my inconvenience. I rejected the offer as I felt my time of the 6 hours I wasted on the Jul 31 scheduled date, and the 4+ hours wasted on 4 phone calls to Customer support ... not to mention that he service was delayed for week, was worth more than $3.00 an hour. And note, I am a Best Buy Elite member ... and this was how I was treated for my business and loyalty! Buyer beware out there . . .

i recently had my Asus laptop repaired it had a broken screen for a couple months, it had cracked in 3 places.
then my hard drive broke so i brought it in for repair to geek squad that why i bought the repair plan. I have had 3 or more of this model Asus over the years that I bought from best buy all had screens replaced. After i had had it a while i picked it up off the counter with my right hand and i heard th e glass break. I opened the laptop and shards of glass fell out. one which cut me, not seriously though. I have never have seen a laptop break like that. It was in shards.
So I brought it back sked to speak to the manager who was kind enough to listen to my complaint.
Which was as follows. The glass that was replaced on my laptop by geeksquad was not the same glass that has ever come on any asus coputer i ave owned and is dangerous.

All i'm asking is that the screen be replaced with the proper glass.

I purchased a stove and micrwave oven online. They were delivered Monday, 7-22-19. The stove was installed and the guys told me the Geek
Squad was coming to install the microwave later. No one showed and when I called Best Buy was told I had not paid for installation of microwave. Actually, I was told by Best Buy that if I bought the stove and the microwave the installation of the microwave would be free. Then I went to use the new range and oven last night and the seal is coming apart in the oven. All calls to Best Buy have resulted in no help. Now in addition to having to pay someone to install the micrwave for me, I am being told I have to contact Whirlpool to fix the oven. I have bought many "big ticket" items from Best Buy, computers, washer and dryer, etc. They will never get my business again!

We had been to the Bestbuy store to purchase the product (Macbook Pro). The product was not available in the store and we were being told that the product would be shipped to our home. We purchased the product from Bestbuy on 07/16 with Order Id [protected] amounting to $2273. The product was shipped through UPS but it was never delivered to us. We had the delivery update through UPS that the product was delivered at 6:38 PM on 07/19. We had followed up with the UPS team many times on the delivery day(07/19) to call us on our number whenever the package was going to be delivered but in spite of this, the UPS never called us. Even though the package delivery required to take signature from me, the UPS never took the signature from me and it was being shown on the delivery that it was being signed by the wrong recipient named as "Torres".

We followed up with the UPS team to update them that the package was not being delivered to us and they updated us that they would open an investigation for it and they would update the shipper (Bestbuy)with more information. On the same day at 8 pm on 07/19, we went to the best buy store to inform about this issue but the customer service representative in the store made us call the best buy customer service number. The customer service representative after hearing our complete issue opened a case# 230190449 and assured that he has issued us the refund and we will a get a confirmation email in 24 hrs. After 24 hrs, we contacted the best buy team to get the confirmation email regarding the refund and they informed us that they cannot do anything about it. The best buy customer service representative named as Julia asked us to contact UPS store directly and best buy would not take any responsibility for this. We have made the purchase from Bestbuy and we expect BestBuy to at least look into the issue rather than leaving us into a messy situation as it was not our mistake. I am in bigger trouble now since UPS folks had updated me today (07/20) that they would give the incident status to the sender only (which is Best buy) and Best buy is raising hands completely stating we are not responsible at all and would not contact UPS. We have lost all the trust in Best buy customer service and would request Bestbuy's senior management to look into this matter. We had purchased the product from Bestbuy and we expect that Bestbuy would deliver the product rightly to us instead of just taking the money even though it was not delivered to us and not taking any ownership. Kindly help us in this difficult situation since we are feeling depressed about what has happened and expect Bestbuy to help us in getting a resolution for it. Can someone from the escalations dept on this forum get back to me on this as soon as possible?!

KINDLY HELP US IN GIVING THE REPLACEMENT OR REFUND SINCE ITS NOT OUR MISTAKE.

I ordered a printer online on Tuesday. I was told that my order would be fulfilled on July 20th. I went to the store because today is the 20th after 5 p.m. thinking my order would be ready for me to pick up. I went in the store to find that my order was not ready and the cashier did not understand the status of the order which read transferring on her end. I am very disappointed that something I ordered was not ready as specified on your website. If I would have known this would be the case I would have just purchased a printer from the local Walmart. It would have been nice to be offered some kind of compensation for my troubles but all I got was a meaningless I'm sorry from the cashier and a you can always cancel it and buy another. I know what I want to spend my money on and that's exactly what I did. I am not satisfied with the email I received at 6:08 pm stating that my order is now delayed and won't be fulfilled for the next 7 days. What kind of crap is this? The email goes on to state that if my order can't be fulfilled by August 19th, the order will be canceled and I would be notified by "email". Thanks for nothing but sheer disappointment. I guess I need to go to Target or Walmart from this day forward; who knows maybe I'll even try Office Depot. So dissatisfied.

On Sunday July 14, 2019 I went to bring my I phone 6s plus for a new battery. I mentioned that I was have a hard time hearing on the phone and was told that I would need a new screen since the audio is attached to the screen. We paid for the battery and new screen. 2 Hours later they gave us our phone. As I was walking out I made a phone call only to find out that now there was NO sound whatsoever. Came back in they tested and said they would replace battery and screen again. We waited and waited. Tech came out and said the phone is not showing that it supports a charge the lighting bolt was not showing. When the phone was brought in the lightening bolt was showing and it was charged at 73%. They told us to wait to see if they could fix it. We were there a total of 6 hours. We were told they were on line with apple support. They were going to get us a new phone within 24 to 48 hours. It has been over 3 days and am now being told they don't know when the phone is arriving. Best Buy Keeps saying that there's nothing they can do they cannot give us a loaner phone or tell us when our phone will arrive. At this point we are without a phone they will not refund any of our money and we need a resolution thank you.