Best Buy’s earns a 1.7-star rating from 23 reviews and 1151 complaints, showing that the majority of electronics consumers are dissatisfied with their purchases.
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Best buy deceptive and unfair trade practices
I went to the Best Buy on Nov 2nd, 2007, located at 4601 E. Colonial Drive, Orlando Fl, 32803 to look at satellite radios for me and my wife. There were 8 different radios to choose from. The one we liked had a sign that says "Sirius Stiletto 2 Live Personal Radio V", price $49.99.
I found a sales associate and I asked to buy the $49.99 radio, the sales associate told me that the radio was $329.99, and that the $49.99 price was for the vehicle kit that the radio was sitting in. When I asked where the price was located for the radio we wanted to buy, he replied "I have to go print that up."
I asked to speak to the manager and explained how this was very confusing to me. The manager Mike refused to sell me the radio at the $49.99 price, saying that there was nothing wrong with the sign or how it was displayed. He then told me the plan-o-gram was set this way by the corporate office, this is the lay out of how the merchandise should be signed and displayed. I find it very odd that there would be no price for a $329 item, but there would be one for the $49 item. I asked him if he was going to change this sign tomorrow, which he replied he would not change any signage unless instructed to do so by the corporate office.
He then explained that the model number in small text above the price clearly explains that this is for the "SLV2". There are no boxes and/or imprinting on the radio or car kit that a consumer can see that would allow them to know that the car kit was the "SLV2". When asked how the consumer was suppose to be able to distinguish between the two the two different products, the sales associate told me that I was suppose to ask for the price. To me that make it illogical to even print price signs. I was then told that this was not the type or store you just walk in, grab what you want and go store by the Service Manager. I assume he is trying to tell me the customer needs to be lead around and directed to the correct product for them. If this is true, why would they have CD's and DVD's at this store? You can see how a consumer can get easily confused when even the manager is telling me this.
So the store has NO price displayed for this radio except for the one that says "Sirius Stiletto 2 Live Personal Radio V". There is only a display of the radio, no price 'in their opinion', and there are no boxes of radios for me to read more information on, or get a model number from. As a consumer it would seem to me that the model number would be 'Stiletto 2'.The manager directed me to call their 1-888-BESTBUY since I did not like his answer.
I called and spoke with Vanessa on Nov 2nd at 10:30pm and explained the issue. I then emailed her the (4) photographs I took to show the display. She said she feels that the sign is very deceiving, but all she could do is to give me a $100 gift card "IF" I bought the radio. She lastly said that it seems that the sign was suppose to read "Sirius Stiletto 2 Live Personal Radio Vehicle Kit". She also said I should be able to tell the difference by looking at the box in the store, because it would have a model number on it, this would distinguish it from the vehicle kit. But remember 'this is NOT just a walk in, grab what you want and go store' as the manager previously told us. So there are NO boxes with information for me to read. This is very misleading to the consumer so far about the process a consumer should know when shopping in Best Buy. I have not yet had a similar experience at any other store in my life.
I then asked to speak to her manager at the call center. I got to talk to Mitch at 10:45pm on the same day. He also agreed that the sign is "very misleading". These are their words that the sign is very misleading not mine. So you can see why I am now getting frustrated that even Best Buy customer service feels these signs are misleading. They said they stand by the fact that the model number displayed makes the description irrelevant. I was told it make NO difference what any other text is printed on the sign. Mitch then told me it was easy for him to look up the model number on his computer and see that the "SLV2" was not the radio as displayed; it was in fact the vehicle kit. I asked him if this means I should bring a computer with me when shopping at Best Buy, just incase I need to make sure they printed their signs correctly. He just replied no.
I have photographs showing exactly what I saw on Nov 2nd and how other radios did not have this problem; even the sign below the radio in question says very clearly that the radio has a car kit included with the price. Why should I assume that the radio I am looking at is not the same deal? I did email the corporate office these photos and they agreed it was misleading, but they said the sign was not incorrect totally, just that the sign did not have the full description.
I site Florida State Statute 501.204 subsection (1) which states: Unfair methods of competition, unconscionable acts or practices, and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful.
I believe I have found the correct statue but I may be incorrect, the retailer and their corporate office refuses to help me and stands by their claim that they may print anything on the sign, which may be untrue, as long as they have the model number correct.
I traveled to another Best Buy located at 845 N Alafaya Trail, Orlando Fl 32828 where the display is exactly the same, except the sign and price for the radio was completely different, furthermore there was now no price for the vehicle kit.
And lastly why would there be a different plan-o-gram for price signage as these stores are just miles apart.
The complaint has been investigated and resolved to the customer’s satisfaction.
Extended warranty on samsung 42 & plasma tv!
On April 13, 2003 I ordered a plasma TV with a four year extended warranty from the Best Buy Store in Cleveland, Ohio. I was on a six month travel order with the Department of Defense. I was assured that it would not be a problem when I received the unit as I was planning a renovation when I returned home to San Diego, CA. The clerk told me the dates did not matter. The TV was delivered September 13, 2003 and the Best Buy installers attached it to my wall hiding all the wires on Sept 17.
There were a couple other problems such as I did not get the wall mount I paid for. I paid for an articulating wall mount and ended up with a flush mount as an even exchange. The store manager here in San Diego told me that I had to go back to Cleveland store for remedy, which I knew was a lie. The next thing that happened was that I bought a garbage disposal and a dishwasher as the first step in the renovation. I have a witness where their installer wanted to take my copper plumbing and replace it with plastic. I stopped shopping with Best Buy after that point. Back to the TV...
The TV operated fine until Sept 4, 2007 then TV suddenly went out. Although I thought I still had a few more days left on the warranty Best Buy informed me that the warranty had started 5 months before I received it, April 13, 2003. Best Buy refunded me $41.62 as a proration on the extended warranty. I found out from Samsung that the TV was manufactured in Korea 17 days after Best Buy said the warranty started. Samsung also showed that their 24 month warranty started from the date I received it, Sept 13, 2007. Samsung also shows Sept 13, 2003 as the date of purchase. Best Buy did not return my calls.
I went to small claims court November 1, 2007. The judge claimed that Best Buy cannot start a warranty on a product made in Korea before it's date of Manufacture. The judge ruled that I am entitled to costs of Best Buy repair service visit of $100 and have the TV fixed or replaced.
Best Buy are the only people that I speak to that cannot understand why. Even the judge spent most of the time explaining it to them. I am worried what they will do next.
Beware people!
It turned out to be a nightmare
Sony Vio and Best Buy.
I bought a Sony laptop Model VGN-FZ140E on August-31st 07 from Best Buy. It turned out to be a nightmare.
I noticed the day I bought it, it crashed about 4 times the same day, and I was departing for the Philippines on the 2nd Of September so I had to take it with me on this trip. While I was gone it crashed about every third time I turned it on, it would go through all the start up and when it was ready to use it would crash.
The error message was Blue Screen Error. I looked at the error log on the Laptop and noticed it had crashed 30 times from April ' September, before I bough it. Yes I bought it new in the box. After talking to Sony tech support ha, I reinstalled it back to factory condition and the first time it started it crashed. After I returned to the US on the 17th October I called the Sony Tech support again and they told me to take it back to Best Buy, they gave me a number for the return but I tried to explain that the problem existed before I bought it and I just wanted it replaced, they told me to use the number and they will otherwise Best Buy to replace it. I went to best buy the same day and they would not replace it even after explain I was out of the country and the Manager told me it makes no difference if I did not return it in 14 days it would have to be sent back to Sony. 'Talk about compassion' the manger was rude and not interested in looking at the history log or my Passport, in fact he told me to have a nice day and walked away. I have never been treated so badly by a shop before. I don't ever plan on buying anything from Best Buy again and I spent over $5,000 last year alone. Is this what they call loyalty? Now I have no laptop for 4 to 6 weeks! GREAT JOB SONY and Best Buy need to look at get some staff that can talk to customers.
The complaint has been investigated and resolved to the customer’s satisfaction.
Best buy won't replace or credit a defective product
My complaint concerns Best Buy Inc. They do not back the products they sell. If they sell you a defective product that does not reveal itself within 30 days after purchase, they refuse to allow it to be returned for credit or replacement. They will not allow consumers to complain directly to the store manager.
On August 3, 2007, I purchased an XM Satellite Radio Boom box for $104.99 and an XM Radio receiver kit for $39.99 for a total cost with tax of $156.94. The display screen of the receiver began to malfunction about the third week of September. I waited a week or so to see if it was the XM radio signal that was the problem. After the display of the channels began to disappear soon after I turned it on, I called XM Satellite radio. After hearing my problem the XM Radio technician told me I should take it back to Best Buy where I bought it because the receiver was not working right.
Today, October 9, 2007, I finally found time after work to bring in the radio boombox and receiver. As soon as the clerk at the repair desk saw what I had brought, he said that he was pretty sure that Best Buy would not be able to help me. He said We do not repair these. Since you bought it over 30-days ago, you will have to talk to the manufacturer (AudioVox). I showed him my 12 month warranty from AudioVox. I stated that Best Buy ought to return defective products to the manufacturer and honor the warranty by replacing the defective receiver by another. He stated that he could not do anything for me and started to wait on another customer.
After asking to see the manager, Ryan Travis, Deputy Counter Intelligence, met with me. I told him that I felt a 30-day return policy should apply to only those products that had not stopped working and that Best Buy should respect the 12-month warranty on the receiver set by the manufacturer. That is the way stores used to do business. If your vacuum cleaner or coffee pot was defective, you could always get a refund, a store credit, or replacement from the store where you bought it. The store dealt with the manufacturer. But Mr. Travis told me that he could not repair my receiver and he would not replace the receiver or refund my money. He said that I had to contact AudioVox.
When I asked to talk to the store manager, he said he was the store manager. After pressuring him, since the card he gave me obviously did not indicate that he was any kind of manager, he told me the manager was not in the store and he was acting for him. He gave me the number of the Best Buy customer service line.
I called the Best Buy corporate customer service center from the Walnut Hill parking lot. I spoke to Steve (no last name given). I explained that I intended to file a complaint but wanted to give the store manager a chance to hear me out. I told him that I believed a store should back up the products it sold. I told Steve that I planned to complain online because I thought consumers should know that if they buy a defective product from Best Buy, they are SOL if the product does not malfunction within 30-days of purchase. Steve tried to contact the store manager, Don (no last name permitted to be given), while I waited 10 minutes in the parking lot. When he got back online he was quite apologetic. He said that Don, the store manager, was quote unavailable. He said he too had gotten no where with Ryan Travis.
So now I am supposed to send AudioVox (located in New York State) my receiver and ask that it be replaced. In the meantime, I do not have a radio that I paid over $150 to listen to.
What I want first is for Don to get the guts to talk with me about this issue. Second, I would like Best Buy to change their return policy for defective products. Who would buy anything expensive like a computer (14-day return policy) or entertainment electronics (30-day return policy) from a company that will not let you return it if it is defective!?
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought a 5 year extended warranty for a TV and at the time of purchase, asked specifically if they would come to the house to fix it - or if I had to bring it in - and they said yes, because it was over 42" and they pointed this out in the warranty. I told them the house was far from a technician and they said that my warranty guaranteed either in-home repair, or replacement, or refund (the refund being a last resolution).
Less than a year later the TV broke but Best Buy continues, for hours, to shuffle me from one person to the next. They are inconsistent in their responses (promising to come out, saying they "can't get a truck to me", saying they don't have help, etc. The ONLY consistency is that they obviously do not intend to help. When I asked to speak to a manager, after being with the 3rd person in 3 hours, he said that previously they did in-home for over 42" but now only for over 50". I told him that my warrant stated that I got in-home. He refused to help, and when I ask for names so I can write up a complaint, they give me first initials or sometimes first names, and no other identifiers. Clearly they have no intent to honor the law, based on what I have observed. One "manager" stated that they could refund the warranty and I stated that if I had a hurricane insurance policy and a hurricane destroyed my home, I would want the home replaced - not my premiums back. What is going on? Best Buy used to have good service but this is unbelievably bad. I have spent tens of thousands of dollars at Best Buy and will never buy another thing there again. I am disabled so driving several hours to a store, even if someone helps me load up the heavy TV, is difficult for me. That is why I paid for the warranty and questioned Best Buy at the time of purchase to make sure it was in-home service. Although most of the employees were polite, it seems that from a corporate level they don't care and they don't seem ashamed about it. Why spend money on TV ads when you're going to treat customers this disrespectfully?
They have changed their policy. It is now only 15 days. And my issue was with a product with a warranty that was manufactured by the Best Buy In House brand - Insignia. Same issue. 1 year warranty. With this in the warranty.
How to obtain warranty service?
If you purchased the Product at a Best Buy retail store location or from a Best Buy online website (www.bestbuy.com or www.bestbuy.ca), please take your original
receipt and the Product to any Best Buy store. Make sure that you place the Product in its original packaging or packaging that provides the same amount of
protection as the original packaging.
They STILL don't honor the warranty. Even though it is a Best Buy brand and the warranty even states to return it to a store.
July 11 2011 I bought a digital camera from here and in less than a year of owner ship the zoom failed. They no longer had my brand of camera and the old one was not worth repairing. I had to swap up to the next model. Now I just got a flat screen TV from here and less than 24 hours later it is dead. All this and the computer I purchased from here has problems too. The computer is a couple months old. I got burned three times. I will never take my business to Best buy again!
I had NO idea they were like this. I had been a very loyal customer. No more.
Same Issue
I bought a $900 lap top at Best Buy yesterday. When I took it out of the box I saw that the bottom panel was warped. I went to go bring it back today. It was determined to be a factory defect. Best Buy kept $100 of my money since there was a 'service' performed when the geek squad pre-loaded virus protection on it. When a computer is purchased at Best Buy there is an option to buy it already set-up. This is considered a 'non-refundable service' by Best Buy. The right thing to do was to fully refund my money on a factory defected lap top that was returned within 48 hours. I lost that service when I had to return a factory defected lap top so I deserve a full fund. This is a nasty trick done to the consumer. Also it was a HP 6-3155dx/core 13. Letters will go out.
That is horrible. They should be ashamed.
I don't like Best Buy. I was promised a Blu Ray player with the purchase of the TV. They claimed
it was on back order but I never received it. Obviously it was a come on to buy a TV. My remote
for the TV has now quit working. I am fed up with Best Buy.
Tom in North Port, FL.
Hello
I purchased a video camera for my daughter at Best Buy. The battery would never keep a charge. Best Buy replaced the mfr battery with a generic, which also never worked. We just gave up on the camera, and newer technology made it obsolete.
Best Buy depends on people either not complaining or giving up, etc. I knew the first time that I went in that store that they were just trying to drive the competition - good stores like Circuit City that provided actual customer service - out of business, and then everyone would have to put up with
Please remember that even when the RETAILER has a 30-day return policy, the MANUFACTURER warranty of fitness is ONE YEAR, and the retailer has to honor that. They may force you to deal with the manufacturer yourself, but they have to provide the necessary information for return, or if the manufacturer authorizes replacement, work with them to replace the item.
Best Buy is only BEST making False statements Employing totaly Worthless Manegment, the Best part of Best Buy is them HOPEFULLY someday closing the door's to their Gates of HELL
Best Buy, Sony and the warranty doesn't mean anything. They do not back their products, warraty thats a joke, and Sony & Best Buy sell defected products. Bottom line!
Don't buy a Sony product, or shop at Best Buy!
I worked as a REP 2 (customer service) for Best Buy for a little over a month before I realized that this was not a company I wanted to be aligned with. Failure to honor warrantys, charging ridiculously high restocking fees, coercing customers into buying "extras" that they don't need and not honoring advertised prices are just an example of their underhand business tactics. I also noticed that management was not willing to deal with customer complaints and that I, a part time hourly employee was supposed to diffuse the situation myself. FORGET IT! I will never shop at Best Buy again and I strongly encourage you to do the same. I was actually trained to try to talk a customer out of returning products... asking lots of questions and calling department heads over to talk to customers to try to discourage them. I felt uncomfortable with these tactics. If a customer buys something and decides it isn't really what they wanted, or recieved a gift they don't like, they shouldn't be harassed about returning it. Best Buy should be ashamed of themselves. I know I am!
I will never trust their services again!
Best Buy
www.bestbuy.com
On 3/25/07 we purchased a 42" Plasma Hewlett-Packard HDTV. On 08/10/07, we started to get 2 lines running vertically in the middle of the TV. And YES I do keep extremely detailed notes of everything and for this - I am glad I did.
8/12/07 ' Called 888-Best-Buy and s/w Amy who said she would refer the issue to New England Television Services @ [protected] and they would be calling WITHIN 3 days with a day/time for services.
8/16/07 ' Called 888-Best-Buy ' s/w Theresa @ 3:34PM, explained NO one called us and the phone # provide was not correct. She said the information would be forwarded to Best Buy's 'Specialized Team' and that NO notes were made of the prior call.
8/18/07 ' Still NO calls received from ANYONE regarding the television. Called 888-Best-Buy yet again and s/w Pat, who said that because the TV was still under HP's warrantee ' we needed to go through them first. Call was transferred to BOB @ HP. Bob tried to troubleshoot and then said a part would need to be ordered and that once it came in, I'd be called for service and that I should receive a call back within 7-10 days. Was given case ref# [protected]
8/30/07 ' Once again ' no return call. Called HP, s/w Martina who told me that it was ME who was suppose to call and set up the appointment? And because I didn't call back, the trouble ticket was closed out! She opened another trouble ticket and said that a part had to be ordered and it would be delivered on 9/10 and that we WILL be receiving a call from the service tech WHO will be picking up the package from Fed Ex. We were to be contacted 1-3 days prior to the technician coming to fix the television. Was given a tracking # CSO-KQB795-01.
9/13/07 ' No call yet again ' called HP, s/w Julio who said the part was on backorder and had no idea when it would come in but it would be sent once it arrives. Had my name and email incorrect on file even though it was spelled several times when calling in.
Called our local Best Buy and s/w Brian, TV Manager who said to call 888-BEST-BUY
Once again ' called 888-BEST-BUY ' s/w Pat again who said someone from the service center would call within 2-3 days to schedule service.
9/14/07 ' Received a call from Best Buy to let us know they set up service with New England Television and we should be receiving a call from them for service.
9/17/07 ' Part to fix television was delivered at Fed Ex but no one pick it up
9/19/07 ' NO CALLS FROM ANYONE! Called HP ' spent 25 mins on and off of hold and s/w Sabrina. Explained the part is at Fed Ex ' need to know if/when someone is picking it up and when we can expect the TV to be fixed. Was told that she needed to place a note at the tech facility that it needs to be picked up and she was going to contact her supervisor and would call back. Called back at the end of her shift saying she never was able to get in contact w/her Supervisor and that she'd call back on 9/20/07 with information.
9/20/07 ' Called HP, s/w Jorge @ 10:15am. He said the computer system was updating and he was unable to bring up the information/account. Explained we last s/w Sabrina who was suppose to call back and he said he'd follow-up once he was able to log on to the system and call us back. NO RETURN CALL RECEIVED!
9/21/07 ' Called HP again, s/w Jorge again, said system is still down, still can't pull up any info. Asked to s/w a Manager, Supervisor or General Manager ' said this was not possible and that once everything was back up, he's call back.
Called 888-BEST-BUY ' talked w/ Davis who provided New England TV phone # [protected]. Said he talked w/ a tech @ New England TV and that he will fax the info over? This was suppose to be done on 9/13! New England is suppose to call us back.
Called Wyomissing Best Buy store where the TV was purchased and s/w Michelle who said she was the ONLY manager available. She said she'd be contacting 888-BEST-BUY to figure out what is going on and will call back.
Called Best Buy Corporate [protected] ' asked for Complaints dept ' s/w Cathleen in complaints who I explained everything to and she put me on hold while she contacted in-home repair. S/w in-home repair who assured me that someone would be contacting me from New England TV shortly. Person was non-helpful and could not tell me anything other then what we've been told from the very beginning. Cathleen from the Complaints dept issued a complaint ' case # ' and said if no one calls within 24 hours, call her back @ [protected]
Received CB from Michelle, Wyomissing Best Buy Manager who said if we didn't hear back from anyone by Monday to call back and she'll see what else she can do.
9/25/07 ' NO CALLS FROM ANYONE! Called Best Buy Corporate [protected]:37am)' s/w Cathleen again, said she was going to call another department to see if she can get us a replacement model and will call back.
Received CB from Cathleen ' said they are going to put a request in for a new television b/c they have not had a response from New England Television. We should be hearing from In-home installation within 3-5 business days. If no calls, will contact Complaints back again.
10/2/07 ' 5 business days later ' no calls from ANYONE! Called corporate, [protected] ' reached VM for Cathleen, LVM asking for a return call to follow-up on the case.
10/3/07 ' Called Corporate - [protected] x60485 ' still reaching VM for Cathleen.
Called Corporate - [protected] ' asked for the complaints dept again. Transferred and s/w Jenny who told me she could see my case # and there was also a second case # and that she would have to check to see if the replacement was approved. She put me on hold, came back and of course it was not approved yet. She said she'd have to call in-home installations again and see if she could learn anything further. Put me on hold, came back saying In-home did approve it on 9/26 and the store should have received the approval authorization. She needs to search for the confirmation # to take to the store but she needs to find the confirmation #. Said she will call back ' would not provide her extension - case #. She called back in about 5 mins, gave me the approval code and said we should take the TV, case #, receipt, warentee back to the the store for the exchage. Also received a call from someone in in-home installation giving the same approval code.
10/8/07 - Go to Best Buy and are told they no longer sell this TV (which we only purchased 6 months ago!) and we'd have to pick a new TV. We looked, found two and of course they didn't have either in stock. We picked one that was $100 cheaper - go to exchange the TV and they tell us we basically will eat the $100 difference b/c they do exchanges feature to feature, not money to money BUT if we wanted one more expensive, we'd have to pay that difference! PLUS our extended warentee we paid for will cover the new tv BUT is post-dated back to the original date of purchase of the 1st tv? Now - who ripped who off? I will NEVER - EVER buy anything else from Best Buy ever again. I have an office I have to fully furnish and will NEVER trust their services again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer service (or lack there of)
Best Buy Canada
www.bestbuy.ca
I bought a DVD from Best Buy, tried to watch it at home and it started freezing. Took it back wanting to exchange it for a working copy... the girl there then tells me i can't exchange it because there is a scratch on it, and that my DVD player scratched it. I told her i play tons on DVD's on my player and just played 2 that morning and nothing happened to them...
The girl then tells me that i must of scratched it myself! I said i didn't she then went back to the DVD player,I said no she then says 'well then YOU scratched it' by that point i was boiling mad and yelling at her that i didn't scratch the f**%$g DVD we went back and forth with this stupid conversation for at least a couple of minutes... i told her all i wanted is what i payed for a working copy of he DVD scratching it is pointless.
The manager comes in I was yelling at that point and tells her to give me the DVD and she then trys to tell him it is scratched and i shouldn't get it... In the end i got the DVD. I just want to know what kind of customer service they are taught there.
Went there again today to exchange a DVD i got as a birthday gift (i stopped shopping there) stood 25 mins in line with only 2 people in front of me... manager came back and forth but never thought of helping when i asked she pointed to the line i was already standing in at that point (the second time after i got another DVD for 30 mins).
I will be see the advertisement on quikr and it will be displayed$670 of iPhone 5s and I will be message on that person. Then he will be replying me to buy a 3 iPhone and gives one iPhone free . Then I will be pay 10000 rs from that person account on 7/3/2017 . Till now there is no package is not delivered to me . They are ask to pay another 10000 rs for that account. Please help me I am not a rich person. I'm in India. I required the amount for my body treatment. I'm in critical condition. Please let help me. I'm not lying
I agree do not buy from Best Buy. Their employees are unprofessional, they do not understand the importance to communicate well to customers. They would promise something before you buy the product, once you pay the bill, they would seek all sorts of reasons that it's not their duty to do what they have promised. Worst Buy ever...
I purchased an LG appliance set, stove, fridge and a dishwasher. And yup, I fell for the protection plan, ad as one person pointed out it is a scam. After 2 years, 6 or 7 service calls to my home, not to mention the numerous phone calls, I still have a dishwasher that only works 50% of the time. Currently it is in the middle of my kitchen. Waiting a few hours to try and see if it will run again. The only answers I get is we cannot do anything. I have been nice and patient and falling for their bull but I am about to lose it. I am a Manager at a large retail store and yes there are time we cannot do anything. But again we do not have protection plans, we just have the basic manufacturer warranty which we must abide by. If we had protection plans I could guarantee we would do whatever we could to make it right. Heck in my store we do already bend over backwards. I just want a working dishwasher.
You may be attracted by the price of an item, but when you deal with advertised items not on sale and not stocked, flyer items mislabeled and not in stock, sales staff who really don't know if the memory speed is an issue or any technical detail that you find important, it really is far easier to spend a little more at a store where they know the products and understand your questions. Shop anywhere they value literacy, product knowledge and have some basic grasp of customer service and repeat sales.
Do not buy from Best Buy. I 'm the owner of a small IT business. In the past, I purchased my computers from Future Shop-with their merge Best Buy I went to Best Buy at Wilson Ave in Toronto to buy a Laptop advertised by them. The sales person sold me the laptop through an online order for delivery in two days. After 10 days waiting nothing was delivered. I got in touch with Best Buy Customer Service they told me there was a backlog an the would be in 7 days. The following day, yesterday, I received and email from Best Buy Customer Service saying the laptop is no longer available at that price - please go to the store and ask for a refund - they said! The government of Canada must know this is the way Best Buy is treating Canadian Customers. Also, I ask my IT colleagues and Canadian Small Business owners to not buy at Best Buy...
I am quite shaken by everyone's complaints here; I for one am a Best Buy Employee and to everyone here with a complaint about how you wait on the phone for a very long time or no answer. Think about the time of day you guys call at! Most of our Canadian stores open at 10am. Now please bear in mind yes some stores are huge with a lot of employees, but on the flip side some stores are quite small. Now depending which store you are calling keep in mind that we (the employees) have other responsibilities, such as down stocking, arranging store stock, cleaning our departments and yes Customer Service, meaning customers who are physically in front of us.
Sure you can complain about why no one is picking up the phone, but think about us for a minute... If you were physically in front of one of us and the phone started to ring, would you like us to stop answering your questions and answer the phone? Be logical here we try our best to accommodate everyone, and keep in mind that we are ALL human, we are not robots able to do hundreds of things at the same time.
Now for the complaints at Customer Service desk, for returns...
Seriously?, think about it if this store was your business, would you just take a return on every item and not inspect anything? Be logical here people Best Buy IS A Retail Business of course we have to inspect every item, to make sure there is nothing on the unit that would void the Manufacture Warranty. So in turn we could restock the item and sell it. Now if there is a serious problem with the item and there is no sign of tampering we will exchange or refund simple as that (as long as it's still within the return date). Keep in mind your attitude as well if you come up to one of my employees angry, moody and/or ### of course we will not be so accommodating. Now if at this point you're yelling into the screen at my comment "Well I'm a F%*cking customer and I'm entitled to be angry because you sold me a defective item" Stow it okay, we are bound by the company's policies, if you're returning say an iPad and it's only a week old but there's a huge scratch on the screen, and you bring it back and get angry because we cannot take this unit in because of the scratch. DON'T YELL at us, listen it's only logical, YOU used the iPad, not us. If the unit was brand new and when you opened it; it was like that, then why didn't you come back that same day; or the following day. Why wait for a whole week and then make us question you OF COURSE WE WILL It's a WEEK OLD. To ANYONE that seems suspicious and we won't take a charge back from the vendor because you physically scratched the screen. Now if you say "Well I work during the week and I can't always come to store. Well Buddy most stores Are open 10am to 9PM I'm sure you can find a time in the day to come back for a return, considering how you found time in your busy schedule to come down to buy your item in the first place. Now if it was an "Open Box" Meaning the price was marked down because a previous client returned the item, we open the box in front of you to make sure everything is okay no scratches or nothing. If the associate failed to open the item, then ASK him to!
Now think about it this way, you (yes you personally) sell an iPad through a website or through a newspaper ad, the person buys it and then comeback a week later and says "Hey There's a scratch on this thing, I want my money back" But you know for a fact that there was no scratch whatsoever when you sold it to that person what would you do?
Now for the Product Exchange Plan complaint that I read before by angry at bestbuy
-"Do NOT get the Best Buy Product Exchange Plan. It is a scam. You end up paying the equivalent of a new iphone or product anyways over three years, then when you come to make a claim, they point to ANY physical damage (whether its related to the malfunction or not) and reject your claim. And you can't get out of it. It's disgraceful.
15th of Dec, 2011 by angry at bestbuy -1 Votes
The Best Buy Product Exchange Plan is a SCAM. You end up paying the equivalent of a new iphone anyways over three years, then when you come to make a claim, they point to ANY physical damage (whether its related to the malfunction or not) and reject your claim. And you can't get out of it. It's disgraceful."
This plan is NOT a scam, we do exchange your phone, but only if there really is a problem, with the phone (hardware wise). Now if you dropped the phone at any point and it still works good for a little while... but then all of a sudden it stops working correctly and then you go to Best Buy Mobile for an exchange and claim that the crack or drop marks on the phone have nothing to do with the issue you are experiencing... How do you know that? How do you know that when you dropped the phone that "one" time that it fell DID NOT cause the issue. Maybe it was just slow moving issue, maybe the phone out of the kindness of it's heart gave you a couple more months of operation before the damage finally showed up... Now the associates working at mobile have to enforce the policy if the mobile device does not comply to conditions of the plan (NO PHYSICAL OR LIQUID DAMAGE) of course we will not exchange. Now let's move on to Liquid Damage on every Mobile handset there are Liquid damage indicators, that does it's job! indicate that liquid has been introduced to the device, and YES people liquid damage DOES VOID your warranty manufacture and/or Extended (Product Exchange Plan). Just because you can't see the indicator doesn't mean it's not there. And even if you claim water didn't go anywhere near it, those comments fall on deaf ears because the indicator doesn't LIE. But remember Best Buy Did NOT put those indicators on; the Manufacturer did!
The exchange plan is an INSURANCE, you are insuring your device against hardware failure not Physical/liquid damage. READ your Terms and Conditions pamphlet that we gave you. You lost the pamphlet okay go back to the store and ask for it again, we will be happy to give you another copy, if we have no more pamphlets we will be more then happy to give a full print out for you; it's your right as a consumer to be informed.
Now I understand your frustration, but lashing out at employees just because you didn't get your way is not only childish, but counter productive. If you mishandled your item, device own up to it. If you know you broke something, learn from your mistake Don't handle the item that way, or if you bought the item and let a child play with it and the child broke it, well who's fault was it Best Buy's?... No The Child's?... Yes and NO... It's yours for putting the expensive item in the child's hands or putting it somewhere where the child can grab it.
This time when I bought something originally from this store and I exchanged 2 times at a different location. No hassle, no harassment, no excessive unnecessary interrogation (just asked for my phone number thats it). It was in the Ajax Location I had a good experience. Staff was friendly and treated me with respect. I will definitely go back to location in Ajax. Hassle free exchange, did not blame if I wanted to exchange because it was the manufacture's defect. They looked at the item as appropriate and did not try to blame me if I did something wrong
I promised to never ever coming back to this store to return or buy something - 1751 Victoria Street. I will be telling alot of friends and people about this horrible experience i had when returning a simple item to cellular accessories.
The Whitby Location for cellular associate J1E7, I was extremely offended, unnecessarily guilty, angry, upset and very insulted on a personal level today. I should be the one who has the right to be angry and giving her attitude. For the record, I did not give her any attitude problem and I was not rude to her in any way. I just asked if I can get a return on this item. I mean if I was rude, I think she would have called the police or security.
I wanted to return an item because it was defective. Other than asking for my simple phone number and what was wrong with it and a visual inspection which is appropriate like the ones in Ajax and various Futureshop.
I had to get offended/ insulted by this employee (J1E7) thinking that I did something to the item and this was before she looked at the item. Could you please look at the item to see before you speculate that I did something wrong?
It was supposed to be a simple hassle free return. Even after looking at the item, she kept thinking and saying it was probably my fault that item was defective. She was trying to imply that I did something negative to the product. Do you think I would show up and ask for a refund if I abused or severely damaged a product? That would be embarrassing.
I should be the one who is angry and demand to see her manager. I should be the one getting an apology from her.I didnt even get an apology but no sympathy or empathy from her. She said THIS IS THE FIRST TIME I EVER HEARD OF THIS PROBLEM, DID YOU DO IMPROPERLY INSTALL IT? MAYBE YOU DID SOMETHING TO IT TO CAUSE DEFECTIVE. I told her another product had similar issue, she contradicted me. she said" WELL I HAD NO PROBLEMS WITH THE OTHER PRODUCT, I DONT KNOW WHY YOU ARE HAVING PROBLEMS THIS PRODUCT?"
Yes those were her exact words. She was extremely rude to me when said that. Check out the surveillance cameras.
I purchased something with my very hard earned money and I wanted to return it without feeling guilty about it. I felt guilty returning a defective problem that wasnt my fault. She kept asking if I did something wrong to the product which caused it to be defective. I wouldnt even show my face If I abused/ damaged the product let alone asking for a refund.
I have returned items that were defective but I did not get any grief from them.
This associate J1E7 needs to learn to give sympathy, not be extremely rude to customers, and not contradict me (she doesnt have to agree with me but dont be rude about it) and make me feel upset/ guilty and extremely offended. I felt so angry after leaving the store. I just said " you know what, forget the return, i'll just leave"
she hesitantly gave me the refund...
Some hassle free returns.. Does she realize just because I went to get a return on an item and she lost her share of commission doesnt mean I wont come back. With her attitude, I am never ever coming back to this store. I will be telling everyone who cares. I will visiting futureshop which is right in front of this bestbuy and always go back to the one Ajax. I got such a great experience from Ajax. I purchased some expensive items and they were polite.
It is no wonder why this location in Whitby also so quiet. The one Ajax, usually full of customers. Hassle free returns/ exchange without offending me or being extremely rude to me
I just read through all the postings here...who the #&$% is "Gravitytheseducer" and why post this kind of a comment in a complaints forum? Do you have nothing better to do with your time than post a condescending and insulting opinion on people who are just venting on their experiences with a company?...seriously, your posting here is "complete idiocy"...go out and get a job!...by your post it is evident you have all the qualifications to be fitted for a blue shirt and enjoy a bright future as a clown at Best Buy!
Shopping at Best Buy is laughable and a complete waste of time. Whatever products are advertised in their weekly flyers are not supported at store level with sufficient stock for the promotional period...even on the day the ad breaks! Three times in 2012 I wasted my time going to a store to find the advertised item I wanted and three times I was told by those pathetic excuses for store employees that the item is sold out...on the first day of the sale? I don't buy it!...and 30 day rainchecks?...not worth the paper they are printed on as the item is guaranteed to not be in stock before the raincheck expires!...calling to check on stock availability?...the phones never gets answered...complain to customer service at Head Office?...all you get is a patronizing response and no effort expended to resolve or satisfy you...why is Best Buy still in business?
I now spend my money at 2001 Audio Video where there has always been a good customer experience for me...knowledgeable and helpful employees...store manager that is always available...item in stock, and if it isn't they take your name and phone number to contact you when it is...even shopping at Future Shop has been less frustrating than wasting my time with Best Buy!
All you people are seriously worse than handicap children. Reading your ridiculous stories, your feelings of entitlement and the fact you believe the world revolves around you is evident. Many of you throw temper tantrums when things don't work out in your favour. Maybe try acting like a mature adult and resist the urge to call employees childish names and swear at them and they would be more willing to help you. Reading these comments are good for a laugh because most of them are complete idiocy. LOL!
Read the back of your receipt!
Best Buy
www.bestbuy.com
Do you always read the BACK of your receipt? I can't say that I ever do, as I assume they are advertising. Best Buy's policy to no refunds or exchanges after 30 days. I was at 35 days, the product was still shrink wrapped, so it was clear it had never been opened. The manager said he was unable to over-ride policy and said I should call customer service. I was on hold for 20 minutes, only to be told the exact same thing- no exceptions.
Were talking over $350 dollars! After buying thousands from that store over the years, all of which they had on file and couldn't care less.
Never again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same thing just happened to me today. One of Best Buy's worthless remote control "cones" that were supposed to enable us to change the channel from another room...didn't work.
Their installation guy came out and installed our new TV, the remote control cones, etc. and they didn't work. He said he'd come back and try to work with them again. In the mean time, I decided to go another route and took the "cones" back today.
"You mean you won't take them back, even though they don't WORK?"
Right.
"And it doesn't make any difference if we purchased this, along with $2000 worth of TV?"
Right.
She just kept saying, "Right." So I finally said, "Well, I'll tell you something I'M RIGHT about, and that is that Best Buy just lost a good customer."
And I turned around and walked out, stopping two customers on my way out and telling them to be very careful about their purchases.
Deceptive restocking fee. Treat customers like crap!
Just to let everyone know Best Buy treated me like crap. I spent $2,000 on a Sony Vaio and was assured by the salesperson - upon reading my hesitance about parting with two grand - that if the laptop did not function correctly or if anything was wrong with it I could return it.
The laptop was crap. It shutdown randmonly, bluescreened, flickered, froze up upon opening more than one application at a time, etc. Not what you expect from a Sony. And certainly not for two grand.
I returned it to Best Buy TWO DAYS LATER. I was told I had to pay a $360 restocking fee. I spoke with the clerk, the assistant manager, the store manager and the regional manager and all told me they would not take the laptop back unless I paid it. And all told me that "just because it doesn't perform the way you want to doesn't mean it's defective" (their policy is that restocking fees are only waived if products are defective). How blue screening and shutting down in the middle of using it is not defective is beyond me.
I filed a complaint with the DCP and fought the charges with my credit card company. Luckily I won, but I would hope no one else has to go through this. BAN BEST BUY WITH ME!
I now order all my electronics through careful research on restocking fees. Best Buy SUCKS!
Maybe y0u should read the back of the receipt! If best buy was to tell you their FULL return policy, you probably would not have enough time to listen. On the back of the receipt it tells you their full policy. Quality is not a defect in the system. And you are right if your computer is bluescreening, you have to ask yourself is it a defect because of what I did(like putting software or visiting a site which causes you to get a virsus) or because it is just a manufacture defect. Believe it or not people (without knowing that did you did) defect their system themselves.
BestBuy should be named WorstBuy. I had already a bad experience with them some months ago. Nowadays when I ask to someone buy something in USA I demand previously not to be from "Best"Buy...
Horrible customer service!
I think this email to Best Buy explains it best:
To whom it may concern,
Let me first tell you that I freelance as a computer tech, and do data backup for my clients. This leads me to need at least 20 external hard drives a month. In the past I would get them off the Internet, J&R Music World, or B&H Photo.
About a month ago I noticed a good sale price on the WD 500GB My Book external drive on BestBuy.com. I decided to give the Best Buy on 86th and Lex. (store #835) a shot at my business.
What I was met with when I got there was EXCELLENT! The Department manager of the computer accessories department (I believe his name was Brian) and has team were GREAT! They were very busy, but were able to accommodate my needs in a timely fashion. I decided to look into your price guarantee so that I could continue to buy my hard drive from Best Buy on 86th (based on Brian and his teams performance). I continued to buy my drives there, Brian would great me with a smile (remembered my business) and his team and him took great care of me.
Now that leaves us with today. I came into the 86th st. store at approximately 6:45pm, and proceeded to grab a couple more WD 500GB My Book external drives. I found one of the salesmen that I have dealt with before, and told him of my price match (JR Music World Product Link: http://www.jr.com/JRProductPage.process?Product=4107282 ) and he instructed me to the Check Out counter. I was told by the sales representative that the cashier would be able to change the price for me, and that if I had any problems to have them page Brian. This seemed like normal procedure, since the last time I was there my price was changed the same exact way. I was brought to the normal check out counter, where the salesmen told the cashier of my price match, and she proceeded to call someone to override the price and I was on my way. As I waited for the manager to over ride the price, she pleasantly asked me if I'd like to sign up for the Rewards Card, which I did. A complete and total different situation was experienced today.
Today... I get to the front of the check out counter, I then explained the situation, where the price match was from, and the conversation I had with the salesmen in Computer Accessories. She then alerted a young women on her cell phone that was standing a few feet away from her. As I would find out later this young lady was your store operations manager Atia. Atia told me that she was unable to change the price from the Check Out counter and that I would need to go to the Customer Service counter. Being as I was just in the store 3 days earlier buying another 3 hard drive and had the price changed at that very p.o.p. kiosk. I was a little confused as to why I now had to wait on the long Customer Service counter line (I had already waited on the 10 minute Check out line, at the salesman's request) to do what had been done for me at the Customer Service counter 3 days earlier. I have worked in retail on and off for over 15 years, and was just recently working as a department manager of a electronic retail store... I KNOW that that a manager such as Atia has the approval right to change such a price. I ask Atia if she would accompany me to the Customer Service counter, so that I don't wait on the line again just to have the same kind of issue I had at the Check Out line. She said, that she will not accompany me and that she can't do anything... "I MUST go to the Customer Service counter". I ask Atia if she would page Brian for me, she informed me that it was Brian's day off. I then asked to speak to a manager, she informed me that she was in fact a manager. I then asked her if I could speak to the SALES or STORE manager, she told me that she WAS the sales manager / store manager (I found out later that she was the operations manager, and that Adam and Moreen were the actual Sales Management team) I ask Atia if she had a business card, she refused. I asked for the cooperate phone number, she gave me the 888-bestbuy number. None of this built any trust that I wasn't just heading off to the Customer Service line for another hassle.
Be that as it may... I gave in and walked to the Customer Service counter, I proceeded to wait another 10 minutes to get to the service representative. She asked me for a print out of the price from JR Music, I explained that I had already been told that I could have the price by my sales representative, and sent to the service counter by Atia to get the price. She then explained that with no print out, she would not give me the price... then asked me to "step aside". I then ask the customer service representative if she could use one of the many Internet terminals that were behind her to validate the price, her reply was simply no. I asked if she could call JR Music world to validate the price, her response was again no. I then (getting rather frustrated by the situation) asked her to page Atia. She complied, moments later Atia arrives... I continue my discussion with her from before and asked why if she was the one who is needed to change the price, did I have to wait on two lines to do so. She tells me to "stop getting upset, your getting your price!" as though she was very upset about it, and she was doing me a favor by honoring your posted price guarantee. I'm my retail past it was very important to myself and my company that the customer feels as though you are nothing but happy to match a competitors price. As my reward card and credit card were processed, Atia and the customer service lady whispered between each other... and would seem to be having a negative conversation at my expense. I told Atia that I would be contacting corporate and that I was very disappointed with my shopping experience... she replied in a rather hostile way "Go ahead! Have a great day sir!"
To make a long story, longer... although I have had good experiences at your 86th st. location in the past, I'm not sure if (do to the circumstances) I can or will continue to shop there, or with the Best Buy company in general. It would have been disappointing enough for me to have had an experience such as this with a salesman or cashier, but with an upper management employee such as Atia to respond and conduct business in that matter with an obvious return customer such as myself (or with anyone for that matter) is very disappointing to say the least.
I then spent over an hour of the evening on the phone with a telephone customer service representative, with equally.. if not worse results. The phone call went like this, it started with a 30 minute wait to speak to a customer service representative by the name of Effe. I calmly explained the situation to Effe, and she told me that she was going to call the store to get Atia’s side of the story. I was then put on hold for another 20 minutes (these are not exaggerations, I would ask you to check the call log… and complaint recording for better reference) as Effe discussed the matter with Atia. When Effe returned her response was nothing short of offending. She proceeded to ask me “Did you eventually get the price match you were looking for?” I answered “Yes, of course… I just explained that to you” She replied “Well (laughs).. then what’s your problem?” I then explained to Effe that this was not an issue over the $40 discount on the drive, but an issue of the way I was treated, and the manner and time in which it took to get my Best Buy Price Guarantee honored. At the end of our phone conversation I told Effe that I do not feel that the situation had been resolved by her, and I would like to continue the conversation with a member of the regional management team, or someone from the corporate office.
A matter such as this should not be taken lightly, as if I can have an experience like this... one must wonder who else has this sort of experience. Unlike myself, I would assume that many do not have that patience to wait the 30 minutes it took for me to speak to someone in your complaint department, or to write an email such as this.
I hope that this letter winds up in the correct hands, as for if I don't get a response from a Best Buy representative that understand my concerns, is thankful for my continues business, and who can offer a resolution to this matter... I don't believe I will shop with your company an further.
Thank you in advance for your time, and quick reply,
- A.Y.
If you have BAD BAD credit don't shop here. Purchased a vehicle last summer, and have had NOTHING but TROUBLE with it. still needs work but who can afford the labor rates, Who do you trust? Senior citizens and people with bad credit beware.
Best Buy knowingly sells this troubled brand, and when the LCD Main Board goes out 3 months after the Warranty is up, and Costs 450 dollars to Repair, They offer you nothing but a hassle. "Why Didn't You buy an extended warranty?" My 27 «Insignia lasted barely over the one Year, now it is trash, at least I know why they started a recycling program. I will never walk into their store again. Everything that is supposed to be black on the TV turned a bright Green, very annoying, The repair tech said this is common, that’s why when I went back to their Maple Grove Store to tell them about this calmly, they offered 10 % off a new Samsung, which is over 600, then they want money for an extended service plan, Screw it I'm still tapped from the TV I bought a Year ago, and why would I give them any more Business?
I drove 1.5 hours to the Burlington, Wa. best buy store to complain about my new Vizeo tv. The sales reps. are all male, unhelpful & rude. The rep. refused to work with me, and told me I was 2 days over the return date and then walked away. I then called best buy headquarters in Ohio. The rep. was nice, but told me to call Vizeo. I did. The rep. at Vizeo made a feeble incomplete attempt to correct the problem over the phone, he then told me to drive another 3 hour round trip to bring the tv back in to best buy for diagnostics. This rep. did not bother to tell me that Vizeo has a 1 year warranty. I called best buy back the next day and asked for a supervisor, and She was wonderful. And even tho best buy won't do anything after 15 days (incl. shipping days), she informed me about the vizeo 1 year warranty. The supervisor then contacted vizeo for me first, then put me through to someone who knew what She was talking about. She walked me through the process over the phone and corrected the problem in 5 minutes. The two days of phone calls totaled over 2 full hours of waiting on the line, and being forced to listen to blaring static music in the background. I have been in the Burlington, Wa store before and have always been treated with disregard, disrespect, and no product knowledge. The are all male.
I will never go in to another best buy store at any location, and will certainly never buy anything on line from them again. I will also use every opportunity to tell anyone I know to go anywhere but "best buy". It has been a nightmare.
Well, well Best Buy... hhhhhmmmmm.
Here we are and there you are in Brighton Michigan.
I was a loyal customer. I have purchased many items in your store. I want to write here my complaint but looking at all the complaints here it would be dumb of me to do so. You would think Coporate would learn by the meaning that the cusotmer is always right. You are losing your cusotmer base not only because of the times but because your company is in bad shape from the top to the bottom. If you want to see just how bad your company is just go into your Brighton Michigan store where the employees are just out of order, little babies who want there bubba. I have seen a thriving store become a worm store. After spending many, many thousands of dollars in your stores I nor my family members will not set foot in any of your stores anywhere in the world. You see Mr. Best I'm a corporate executive for a large successful customer based business. Without customers we'd be nothing as you are becoming nothing. Yes we felt the down turn but quickly rebounded by doing the right things for the customer. Sure I could complain here what your employees did to my wife and I but I will not take a cheap shot at a business that's already going down the drain.. You see Best Buy we have God and you well I won't waste my breathe. I will read soon that Best Buy will be out of business. All you had to do is grow up.
We purchased a laptop computer along with their extended warranty. After 6 months the computer had a catastrophic failure. They tried to replace it with a cheaper model because the model we purchased was no longer available. After arguing for an hour we got at least an equal model. 6 months later that computer failed. We took it back to the famous geek squad. After 4 weeks we called in to check the progress. They lost the computer! Two weeks later they called and said the computer was ready to pick up. We picked up the computer and the operating system was wiped clean. We asked to have the operating system reinstalled. The geek squad refused unless we paid an additional $150 for a new copy of windows. We argued for three hours and refused to pay. They told us to go to the manufacturer or get the original disks. So much for their warranty? Best Buy does not give the original disks with the computers anymore! I will never buy a thing from this store. Their business model stinks! Their Geek Squad is a joke! Their Customer Service is non-existent!
1st phone call with CLERK, Andy... Called to get warranty work scheduled on an LG Washing machine & LG Dishwasher. Talked with Andy and he had a high degree of professional excellence that showed a sincere interest in customers and the solution to their problems.
2:00 pm.
Received phone call from repair company and they did not get warranty work from Best Buy for the LG Washing machine, it would cost $85.00 for service.
3:30 pm.
Telephone call to Best Buy and after getting transferred to the warranty department, the phone rang for 10 minutes and Best Buy disconnected the call.
4:00 pm 2nd phone call with 1st CLERK...
• No warranty shows up for the washing machine.
• Talked with a clerk (no name) and she said a refrigerator came up, but I had not purchased one. Warranty was not
passed on with earlier repair request because of error with my last name as my first. Went into the store one year ago.
because a purchase could not be found and the manager found the same problem, he called customer service.
• I expressed concern that I still had to make a correction for Best Buy error. Meanwhile, the clerk cuts me off and asks
questions that she wants answers to without regard to the information I was giving to her. She began to talk over me.
while I was talking without any respect. The name change took about 20 minutes. I asked to speak with a supervisor.
3rd phone call transferred to CUSTOMER RELATIONS (JODI)...
• Again, I expressed my frustration after being on the phone for hours “off and on” since the morning. She began to talk
over me and I asked if that what a Best Buy policy? I asked her to repeat the complaint and she got upset and said she wrote everything down.
Her “GAME “started when I asked for a supervisor and she repeated:
CLERK: “Are you going to let me speak?”
Click, hold (not allowing customer response).
CLERK: “Are you going to let me speak?”
Click, hold (not allowing customer response).
CLERK: “Are you going to let me speak?”
Click, hold (not allowing customer response).
I couldn’t finish a sentence, maybe one word each time, since I attempted to tell her she did speak and I wanted to talk with a supervisor.
Then... she starts the same “GAME” over again.
CLERK: “Do you want to speak with a supervisor?”
Click, hold (not allowing customer response).
CLERK: “Do you want to speak with a supervisor?”
Click, hold (not allowing customer response).
I told her that I answered the question when I asked to speak with a supervisor.
After her ranting rage of “question and click” she put me on hold for about 10 minutes until a Customer Service Supervisor, John came on and said he knew everything and would follow-up. I asked if she told him about her rage she just had with me. He said, that she did not tell him anything about what she did in the conversation, although he made sure I knew her correct name. He was silent most of the time and after I responded, he would merely sit on the phone with no morale. At the end of the phone call, he gave the reference #[protected]. John verbally did not show any empathy or genuine respect in dealing with subordinates and unacceptable tolerance levels of behavior.
I told him I needed a new refrigerator/wall oven and he continued to handle the situation with antagonism and hostility without showing trust or a mutual understanding of what I had experienced half the day with Best Buy employees. The Customer Service Supervisor did not accept or tactfully admit to mistakes and errors of the last two employees. I will not buy products or promote any constructive criticism for Best Buy. I told him, “no wonder Best Buy sales have gone down dramatically with the low level diplomacy for CUSTOMER SERVICE.
Terrible Best Buy Customer Service
Re: Conf Nr. BBY01270637001251
Case Nr . [protected]
On November 5, 2008, I ordered a LG Steam Washer 4.5 Cu. Ft Red. @ bestbuy.com . They delivered the washing machine on November 10, 2008. The machine was licking trough the front door, so I called them again and have the machine replaced. On November 13, 2008 they came and pick up the machine but NO other one. I ask them to bring me another one but they said It is not possible because they have to clear the credit card first and then I have to call and place another order. Now the credit card will clear in 2- 4 days and another order. Then 1 more week to get the new machine delivered. I called best buy.com trying to speck with a supervisor for 2 HOURS and no result. Bestbuy.com appliance reps transfer my call to Geek Squard and back again, and than back again. When I got tired and ask for a supervisor I got disconnected, every time and I tried for aprox 2 hours I got disconnected . How is this possible? Terrible customer service @ bestbuy.com appliances and I prefer to wash by hand than to go trough this again…
I had a terrible experience with their customer support too...
I ordered a laptop online and received their mail for pick up. I went there and they could not find it. They had me wait for 1.5 hrs and finally said, laptop is unavailable, I have to cancel my order and reorder it.
Frustating as it was, I ordered it again. I got email about pick up again but this time I wanted to confirm it on phone before I drive 15 minutes...I kept dialling the CR 5 times without a response...I have never seen such a bad service
CUSTOMER SERVICE IS TERRIBLE; STAFF IS UNTRAINED; WEBSITE DOES NOT WORK WELL; QUEUE FOR CREDIT CARD VERIFICATION TAKES TWO DAYS; I WAS PLACED ON HOLD ENDLESSLY -- AND I WAS TRYING TO SPEND $1100.00 ON A COMPUTER
I think since people at best buy are not on comission they are just not customer friendly. They make absolutely no effort to help...and are almost always just plain RUDE...
Terrible customer at two best buy locations...ancaster and stoney Creek.
On both occasions when the staff jsut refused to help...saying they did nt know where something was and just walked away.
In fact once tha staff said they would get someone to log him in and when that someone came by to log him in he just started serving someone else while I stood there for 20 mins...and left fuming as I could nt wait anymore.
Why do I keep going back?...coz someone presented me with a gift card that I have to use!
Hung up each time I call the store!
Best Buy, on South Hayes Street, in Pentagon City, Arlington, VA.
I called the store three times to find out if they had a specific computer product. Each time, I pushed the number for the computer department. Each time, someone picked up the phone and then hung up. When I called Customer Service at the store and described the problem, the person who answered said, "that don't got nothing to do with me."
I asked for a manager. After 15 minutes on hold, I hung up.
terrible customer service is plaguing the USA and the world and it starts with under paid unhappy employees giving you attitude because its the only perk they get. The pay is nonsense and these kinds of jobs are not what kids grow up wanting to be. They all know it and sadly so do we. But somehow we shamelessly continue expecting some kind of decent service like the ads show us. We can call them out much more than we do and demand they are held accountable for their actions by being a little more cunning. I mean how hard is it to outsmart a bored pissed out best buy clerk anyway, its like taking candy from a baby. Voice recognition is a skill we all have and be sure to use it next time some wanker gives you ### on the phone. If they do it in person go straight to the manager and kick up a fuss like they haven't seen before and that pillock will be kissing your feet before you leave because he knows he can only find another job just as crap and doesn't want the hassle over pissing you off.
Takes forever to get a repair!
I had my television stop working at the end of May 2007. I called in for a repair and I am still awaiting repair today 41 days later. I talked to customer service and they are saying, there is nothing we can do. Sorry out of luck.
Do not buy extended warranties. They have no obligation to fix your problem with any time frame.
I bought a laptop from bestbuy 14 months ago, some dead pixels appeared on the screen so i turned it in, they returned it after repairing, but screwed something else, turned it in again (i noticed the problem when i was at the store to pick up my laptop, so i didn't even take to home) they changed video card and returned to me, but this time they screwed a lot, laptop would crash every now and then, just used for a day this time, so turned it in back again, they changed the motherboard and returned it, took it to home, used it and noticed another issue after a little use, when battery would be almost getting empty, windows will process to go to sleep mode and instead would just crash. had to use the laptop for my job critical work so used it for a week and turned it back to bestbuy last night and they said they are sending for repairs, its the 4th time its going for repairs, and its been 2 and half months during all these repairs, i bought it for my use not for best buy to keep it and do experiments. they won't even acknowledge it a LEMON under NO LEMON POLICY. best buy suck big time...
In most cases, it is best you buy the warranty. They can completely replace the item within the warranty time-frame depending upon what's up with it. I have had trouble with Kodak cameras, so I bought warranty. The motor on it crapped out after 1 yr and I got a brand new one. Excellent investment.
I'm kind of mixed about the investing in an extended warranty. In my case, my television crapped out three years after I bought it. Once the repair man arrived to fix it, he said he would have to replace the optical drive and the color wheel. I'm thinking thank god for the extended warranty. Then I called Best Buy to find out when I could expect a return from the technician. They informed me Mid March would be the time frame because the parts are on back order. My TV died in the beginning of January. That was unacceptable to me. The store manager felt sympothetic to my situation but couldn't do anything. I read the extended warranty fine print and there is no mention of a time frame in making a repair. I think full disclosure should be a matter of practice, however, that may shy people away. I'm thinking about protesting at the store. Since I can't watch TV till march, might as well spend the time trying to save the next ignorant soul who falls for their gimmic.
...Same problem...still reviewing the service company's recommendation 30 days later...
Best Buy Sux!
We are having the same trouble getting BB to do anything about our broken TV. The service company has recommended they replace the set... but they just say they will review it. 45 days of reviewing is enough!
Performance plan is a rip off!
Purchased dyson dc-14 vacuum along w/best buy performance service plan. They sold the plan telling me any problems at all, just call us and we will take care of it!
The hose on the dyson has a large crack which is expanding.
Called best buy - they do not carry parts for dyson at all. If I want, I can get the part then replace it and they will reimburse me! I did not pay for an extended warranty to fix it myself!
I did not pay to buy the part and wait on them to reimburse me. Since they won't fix it, after I paid for them to - why would I believe they will send me the money?
I spend an hour on the phone w/3 different people and 1 supervisor for best buy - that's an hour i'll never got back. They hung up on my twice!
I have the option of a pro-rated refund of my contract. Why pro-rated - they would not have honored any part of it since they can't get the parts!
I will never purchase from best buy again!
Best Buy, Circuit City, American and the like are in the business of selling service contracts, not merchandise.
Extended warranty issue
I purchased a Sirius Sportster unit from best buy on 3/12/06 including the installation, car kit, extended warranty, home kit and all the total was $349.67.
Approx two weeks ago the unit quit working and I thought no problem, I bought the extended warranty so I'll go back to best buy and exchange for a new unit and be on my way.
After over 45 minutes in the store and speaking to 4 different best buy employees (on the first trip to try and resolve this) I learned that the unit I purchased had been discontinued and the only thing that they could do was to replace the unit with a comparable. I was fine with this but it would include bringing the car in to uninstall what I had purchased and then install the new unit. My wife and I were told to bring the car in any time and that there would be no charge for anything and that best buy would swap out the units.
Day two (the next day). We bring the car in and are now told that we will need to make an appointment even though they currently have no vehicles waiting for installation. We decide to just leave the car so that the install can be done at best buys convenience. As we are negotiating with the install person she states that "you will have to pay for the uninstall and the reinstall of the units". This is totally different then what we were told the day prior. She said that she would have to go get the manager because "somebody was going to have to pay for this and it wasn't going to be her". Apparently best buy out sources installs to an independent third party even though they are in the store and have a best buy shirt on.
The manager (Benji Inman) immediately took a defensive tone and basically said that yes we would have to pay for uninstalls, reinstalls, adaptor kits and anything else that they used which was going to be north of $150.00. Which is more than the cost of the new unit. I stated that I was not very happy with that due to the fact that I had bought an extended warranty for the unit and that I just wanted that unit replaced. It is not my fault that the unit has been discontinued. Also we were told the day prior that we would not be charged for any of this. I even stated specifically the employees that we discussed this with us and Benji stated that was not the case because those employees knew better. I would like to know how he knew what was said when he was not there. Benji stated that I could call 866-bestbuy and complain but that it would not do any good because they would just send him an email and he was just going to give me the same answer then.
I also asked if best buy could check and see if the unit was available somewhere else and he said no. (I have since emailed Sirius and there are units available in the market.)
The thing that burns me is the fact that I went in the store on day one and was given the instruction by best buy staff of what to do. On day two the story totally changed. The manager was so arrogant that I had to keep asking him "you're the top manager here"? I could not believe that a manager would have the attitude and poor customer service this guy had.
I'm out the $350.00 that I originally paid for the unit and components not to mention the jam box that I bought later that will only work with the now discontinued unit which was another $120.00 so I'm close to $500.00 out of pocket over this.
I also mentioned to the "manager" that I know I have spent over $10,000.00 in best buy and he is loosing my business over this install issue which I'm sure costs the store $50.00. I'm in the service business and I would never loose a good customer over a $50.00 issue. Stupid business.
I will never spend another dime in best buy (from now on to be known as "worst buy") nor will any of my employees, family, relatives or friends if I can help it.
I bought a new top of the line LG washer
and the clerk advised the ex warranty---3 years---I bought as it had a full one
year warranty from the mfg.---4 years of coverage---right?---wrong! I lost my job a couple of years ago---trying to live on SS and raise a Greatgrandson---we manage, barely---then this spring my washer quit---I called the Best Buy servie center and gave them all the info and they set up an appointment for service and the service rep called me to confirm====then they did not show up or call----I called them and they said I
needed to call Best Buy----after several attempts to talk with anyone that knows what is going on---I was informed my extended warranty actutally
started the day the waser was delivered!---overlapping the factory warranty!I have called, written, and to no avail-----I am 72 on a limited income and cannot afford to have my washer repaired----people that buy from Best Buy needto be forwarned about the
warranties they are scamming the customers out of!
I had read that purchasing the Best Buy extended warranty was not really necessary. If the product you had purchased was going to fail it would most likely do so within the first year when the manufactures warranty was still in effect.
Wrong, the Gateway laptop computer I purchased did fail within 8 months of purchase. However Best Buy continues to have you return the product to their service department where no service is performed. After they are certain that the warranty no longer applies, they tell you to get lost. You did not buy an extended warranty and there is nothing else we are going to do.
What a terrible organization, Best Buy.
Unacceptable repair and customer service
I purchased a 42" LG Plasma tv from best buy approximately 10 months ago. I have been a regular customer for many years and I am pretty sure that is over now.
3 Months ago my TV made a pop sound and the screen went away. I called in to Best Buy repair and opened a repair ticket (Job code 5916582).
I was told the earliest the tech could come to my home was approximately a month away (May 11th). I was told the Technician would call before he arrived and given a 6 hour window.
The day of the 11th the technician did in fact call me, however instead of coming out to my home he asked me a few questions, told me that he knew what it was and would "have to order a part" the technicians name was Norman.
He asked me for all of the model and serial number information off of my TV... even called me back once for additional information and then informed me that it would take 3 to 7 days for the part to arrive, at which point I would receive a return call from "routing" to set up a technician to install the part.
Two weeks later I had still not received a call back so I placed a call into best buy. I spoke with a routing rep named Gary on 5/25 and he told me that he was calling the tech and to please hold.
After being on hold for 10 minutes he informed me that the tech was checking his truck for the part and I would recieve a call back from him that day with an update.
Of course that day came and went with no return call from Gary. So once again I called in this time asking for a supervisor.
A supervisor named Sean listened to my situation and then said he would place me on hold to contact the tech and routing to determine what my situation was. After sever times being placed on hold Sean came back to inform me that he could not get a hold of the tech.
He said he emailed him and left him a voice message. He went on to say that he needed to give the tech 48 hours to respond per policy. If I had not heard back from him or the tech in 48 hours I should call him back. He then gave me his internal extension.
So 48 hours goes by and still I have not heard from Sean/Best Buy or the Tech.
I call back in and ask to be put through to sean, I am informed that he is not in... they can however route me to a different supervisor.
I am routed to Kyle I again explain my situation. Kyle apologizes but then goes on to tell me he doesn't show any parts ever being ordered... further he tells me the best he can do is re-schedule a tech to come out and gives me a date sever weeks out!
I inform him that is not acceptable. He then places me on hold and calls routing. Comes back and tells me he can have a tech at my house Sat the 2nd of June (today). Well here I sit and the tech has still not called or showed up.
Working towards three months of calling for repair on my Best Buy purchased LG HD TV and I have yet to see any Tech, I apparently do not have my part on order yet and I am no closer to watching the HD TV I purchased from BEST BUY.
I have spent on average several thousand dollars a year at Best Buy and was a loyal customer but that is now over.
I bought some software at Best Buy. But when I got home, I realized that the version I bought required a higher system number than I had on my computer. In other words, it was not compatible with my computer. No problem. My fault for not checking carefully. The receipt said no returns on opened software, but I figured I would call the store to ask anyways. The young lady I spoke with gave me some garbage story about it being "against federal copyright laws to take back open software", but then she said she would check with a manager. About a 3 minute wait on hold, she came back and told me the manager said he would allow us to switch to some other software as long as we carried the computer in question into the store to prove the system mismatch.
So two days later (snowstorm on day 1), I went back to the Best Buy store (in Springfield, Oregon) with computer in hand. After searching a long time for another Mac compatible software (with the correct system requirement this time), I went to the exchange counter. I told my story and told them what the girl had promised on the phone two days prior. The guy at the return counter, Roman, asked for the name of the young lady, which unfortunately I did not have. He called around and nobody would admit to ever speaking to me or giving me that offer. The floor manager (Cindy) also refused to honor what I had been told on the phone. Basically their point was that they did not believe employee would ever agree to those special terms and I was just trying to scam them.
End result: I felt insulted and will not go back. I understand their terms BUT they should stand behind what their employees say on the telephone.
Secondly, they should stop giving the garbage excuse about "federal copyright law" prohibiting them from accepting software returns. I heard this lame excuse/lie from both Cindy and Roman on that same day. I can only wonder if Borders book stores are breaking "federal copyright law" every time they accept a book return?... I wonder why the federal government does not arrest the CEO of Borders?!?
Best Buy should just stop insulting their customers and admit they do not accept software returns for their own business/profit reasons. There is no federal law preventing them from doing so.
Geek came out on 9 - 6 - 08 says not enough water going through water line to make ice maker to fill up so it makes a piece of ice once in the blue moon. They sugest we put in new line directly to fridge this is told to my husband. I decide to unhook the line and check for my self, there is a steady stream of water so i did not replace the line. I called to have them come back out of course that takes another week. I was there this time and same geek came out. He did not agree with me as i figure 10 - 1 - 08. Says he would order the new ice maker and controls that control the warter, be in on 10 - 6 - 08. I called to check on part 10 - 8 - 08 they dont even show that he came out on 10 - 1 or that any parts have been order. They will reseach it 3to5 days and call me back. So im waiting and i will never buy from them again.
My TV delivery was late with no phone call, to tell me they would be 2 hours late.
STAY AWAY FROM BEST BUY
Will not fix my TV under extended warranty, They tell me they only fix it once and thats it.
I am disgusted with best buy. I asked for corporate and they never want to transfer me. I am done with them. I had this remote starter and car alarm issue for a year now. I asked the rep does the deal of the day remote starter work with my car. And I said I need an alarm with it. I finally get the items after a month. Like how do u mail half my order to my current address and the other half to my previous address. Had to wait one month to install cause they were booked. Then get there and they said it won't work for my car. I had to drive a a half hour to go to the best but that I bought it from and they switched it to another one that would work with my car and drive back another half hour to have the best buy closer to me install it. I had issues all year been there about 5 times before they finally took it out and ordered another system it's cold out now and I have no starter no alarm. And all cause bestbuy.com shipped my order to MN when my address is listed on my receipt That shows PA. They promised me gift card for $20 for my trouble and said they would send another out. Then they said it's not available and cancelled the order. I called again and I shouldn't have to pay a single dime for the crap I went through. The rep said I will send a $60 gift card and issue a credit for the money I paid the store ($71) for the alarm part only. I have the other pieces that they had in the store. I've been on the phone with then for an hour each time I call. Called them 5 times about this since early oct. It's a month and a half and I haven't gotten anything. I'm the mom of 2 special needs children and with early arthritis. I kind of need the starter to start my car before I go anywhere and got the alarm since my car was broken into once. Mind u some kids in the neighborhood threw pebbles at my car and cracked the windshield and a dent on the hood. would think that the alarm would go off. Nope. Customer service is nasty. Y promise gift cards for my troubles and not give me the item I need or credit my credit card back because the item is no longer available... Plus ever since they touched my car now I don't hear my blinkers like before and my rear windshield wiper stopped working and my headlights blew out 3 times within a year . The (original) second car key doesn't work it may need a new battery but I rarely used it and the one I use all the time works. Maybe that's all just coincidence or maybe they screwed that up too. Next time I buy a car I'm going buy one pre installed. And pay the extra money cause this is ridiculous now.
Should you choose to purchase any product from Best Buy, please be aware that this company DOES NOT honor their extended warranties. Do not waste any of your money on them!
In March 2006, I purchased a RCA 50 inch DLP TV from Best Buy, along with their extended warranty. I was told it covered lifetime lamp changes. Now, I am being told after Best Buy has changed the lamp 3 times, and never charged me, that the warranty only covered one lamp change. Just one? Funny that now as the warranty comes close to being over, it only covers one. Lemon coverage, you say? Best Buy laughs in the face of Lemon Coverage! This TV was sent out for repairs just two months after purchasing it! I was told at the time that I could not return it for another model or store credit, but since I took the extended warranty, that "although I might be slightly inconvenienced", at least it was covered for three years.
Today I was told by the a rep claiming to be the "highest up person" that I could speak to regarding this so called extended warranty that I could not have our conversation recorded for quality assurance, and that Best Buy does "NOT CONSIDER" customer requests to be relevant. Her words, not mine. I was told that I could write a letter to a post office box. This is not aceptable to me nor should it be to anyone else considering paying $2000.00 + for a DLP TV from Best Buy.
Lamps, unfortunately are an intergral part of DLP televisions, so buyer beware, you can purchase your TV today, have to send it out less than two months later, as I did, have best buy come in to your home to replace your lamps 3 more times after, as I did, need a fourth replacement, as I do, and find out that the warranty no longer covers lamp replacements, as I am finding out today...
12/12/2008 – Washing machine fails during washing cycle. The washing machine is covered until April 2009 under an extended warranty plan.
12/15/2008 – Placed call to 888-Best Buy to notify them of issue. An appointment was set up on 12/18 for a service group to come out and inspect the machine.
12/16/2008 – Call received from service group who indicated the 12/18 date was no good for them because they do not make calls in our area on that day. A new appt was set-up for 12/19.
12/19/2008 – ASAP Appliance Service group visits our home, inspects washer, and indicates the control panel is “fried”. He does not have the part with him, and he will need to order it.
12/23/2008 – Called 888-Best Buy to get an update on the replacement part. Customer service rep indicates the part has been ordered, but they cannot give an estimated delivery date. We asked to speak with the CSR’s boss in order to escalate the issue. Spoke with a supervisor named Amanda who called the service group on our behalf to get an update. She also assured us the part was on order, but could not give us a deliver date. We asked for the contact information for ASAP so we could speak with them directly. Called ASAP and spoke with Tina. Tina told us that the part had only been ordered that day because the field tech didn’t turn in his order until Monday (12/22) (the service appt on 12/19 was a Friday). I asked if they could expedite the part and have it sent over night. Tina told us the Parts Manager was in charge of that, and she couldn’t do anything. I asked to speak with the Parts Manager, and she informed me that he doesn’t take calls from customers. Called 888-Best Buy again, and after explaining issue to CSR, I asked to be reconnected to Amanda who had given me her ID number. The number she had given me did not connect, but I was connected to a Kim who was also a supervisor. Spoke with Kim at length about the issue, and our expectations of having the part expedited. Kim called ASAP, and then confirmed since the part had been ordered, she could not change the method of shipping. The only thing she could do was order the part again, but said they wouldn’t do that because 2 parts would show up when only 1 was needed. Exasperrated, we ended the call with every assurance that the part would come and the appliance would repaired by Jan 2.
1/2/2009 – Spoke with Tina at ASAP again to get status on part. She indicated that our part had not shown up, and that all other parts that they ordered on 12/22 and 12/23 had shown up. We were left with the impression our part had not been ordered. Called 888-Best Buy and went through the story with their CSR and asked to speak to a supervisor. This time we spoke with a Scott, who could not explain why they part had not been ordered, or when we might get the unit repaired. We decided to involve the store at this point, and went to the Gunbarrel location where we purchased the washing machine and extended warranty. We met with Matt (Appliance Supervisor) and explained the whole story. I asked if he could just call the 888 number with me and listen to the ‘run-around’ we were getting. He offered to call them, and call me back – he could not believe we were not getting the help needed. Matt did call me back within 10 minutes of me leaving the store and told me he had requested the washer be ‘junked out’ meaning that they would just replace the washing machine with a new one. He told me their process was to issue a return authorization number (RA#) and that we should get that within 3 – 5 business days. When we got that number, we were to return to the store to pick out our new unit.
1/11/2009 – After waiting nine days, we went back to the store to see Matt. He was surprised that we had no reply. In fact, we had not received any contact from Best Buy during this period. He offered to again contact their 888 group and put in a store-level ‘urgen’ request for the RA number. This was on a Sunday, and he asked that we wait at least until Wednesday for the return call.
1/14/2009 – Wed. Received a call from Best Buy indicating they were calling to update us on our claim, but that their computer systems were down, and they could not update us.
1/15/2009 – Thursday. No other updates, so I called the store again to talk to Matt, but he was not in. I did speak with another manager named Zach Turner. I explained to him the whole story, and concluded that our last update was their systems were down. At one point, I asked Zach did I have an legal options, and he promised that if I said that phrase again, he would have to hang up and would not be able to speak me again. I just told him I felt like I was out of options, and that in addition to not having a working washing machine for more than a month, we were also spending $40-45/week at the laundrymat. He took my information and offered to call the corporate group again. Zach did call back, and said the replacement group wanted to send another service group out to verify the unit could not be repaired. I asked when this would happened, and he said by the end of the day Friday. Zach also mentioned that he would let his GM know about this issue. I asked who that was, and he said Joe. Zach also offered that the next time we come in the store, he could give us a gift card for our troubles. He was apologetic (actually, all Best Buy contacts have been professional, polite and apologetic during our mini-saga).
1/16/2009 – Friday – having no update, I called 888 Best Buy to try to find out what we were to do. Spoke with the CSR who was nice, but could not tell us much and asked to speak to a supervisor. Ended up speaking with Ricky who indicated he was a supervisor at the Corporate level. Ricky reviewed our log and then informed me that when the replacement request was submitted on Jan 2, it was done incorrectly, so the ‘system’ had kicked it out. He told us that he would enter it in correctly and make sure it went through this time. I could not believe what I was being told, and so I asked Ricky how in the world did Best Buy now expect me to believe anything they told me. For a month, we had been given one story then another, and all of them end up being not true. Promises and commitments are made, but no follow-up is done.
1/17/2009 – Saturday – no update, no calls from Best Buy or service group. I went to the store again. Found Matt, and again replayed the whole thing. Matt could not believe we did not have an RA number by now. He took 15 minutes to call and see what could be done, but his update was no better. We were to wait for the service group to contact us, and since we had involved the 888 number, there was nothing else they could do at the store level. They have a process, and nothing can be done until we get our RA number. I suggested that they give us a loaner machine, bring ours back to the store and wait for the RA number themselves – we are desperate at this point. Matt could not agree to anything like that, so I asked if we could talk to the GM – Joe, and Matt brought him over. Finally, we were talking to the General Manager, Joe Y.. Joe listened carefully to our whole story. He apologized, and took our information, excused himself in order to call someone. When he returned, he gave us an update that he had asked for management support to intervene on our behalf, and he promised we would get a call back today, but that the process of getting an RA would take up 2 business days to complete. I summarized our frustration with Joe the best I could. That evening, I received a call from Loretta who introduced herself as part of the Best Buy management team. She indicated she would personally follow up with the replacement center on our behalf until the issue was resolved.
1/18/2009 – No update
1/19/2009 – No update
1/20/2009 – Loretta called today and indicated she had followed up with the service group about the part in question. Since the part was not available, she indicated that we would be receiving an RA# within 24 hours for a replacement washing machine.
1/21/2009 – 24 hours have elapsed without any word from Loretta or Best Buy. We continue to wait.
1/22/2009 – No answer from Best Buy, called 888 number again, spoke with Tiffany in customer service who elevated the call to supervisor named Chase. Told Chase whole story and that we were expecting a return call & RA number from Loretta. He said he didn’t see why we would get an RA number when the part had been ordered. He called the service center who said they did not have the part, but they were expecting it any day. Once the part was received they would call us to set-up an appointment. This is the same story we started hearing back on 12/23/08.
I purchased a 32in. Insignia television from Best Buy in L.A. late Dec. of last year. It stopped working and was reported as such late April, 2008. As of June 5th after countless phone calls the television is still down. Right now they know that the part needed will not be available until late July, but must wait before offering to replace the set for another 2 weeks. 2 months to fix a television!
Do not buy from Best Buy, they do not stand by their televisions and will waste your time rather than replace or fix defective products.
Purchased a projection television last February. The screen is displaying the hours of bulb usage is running low. Called best buy to see what I needed. Informed me that the bulb will cost $453.00 & Needs to be professionally installed @$200.00 & This has to be done every 3000 hours of usage. I feel I am being taken advantage of, by either best buy or the manufacturer of these bulbs and machines.
I would have never purchased this had I known.
It should be called worst buy!
Once again I am asking myself why the heck did I ever go to best buy! I mailed an overpayment of $200 to the retail services so I could begin paying my debt back quickly. Well, they "said" they didn't receive the payment ontime (I mailed it well over 2 weeks early and the distance for it to arrive in ca takes 1-2 days max). They then said the check was rejected by my bank for nsf and I was assessed $29 for returned check fee, $25 late fee and other "related" and finance charges. My account is now higher that it was at the original purchase and I over paid by almost $200! My bank on the other hand said there was no nsf at all and no attempt was ever made by best buy to cash the check. I use washington mutual, not a mom and pop organization!
I have used bb before and it is all coming back to me... They seem to hold your payment until it is overdue and then charge you payments. I knew I hated them from the past, and am now quickly remind of this illegal scheme. It is my fault however for setting foot back into the store. Now I have to have proof from my bank (An additional $25) that the check did not clear or that there ever was an attempt, only to get the $25 credited back to my account... So what, now I am out an extra $50?
Best buy is exactly opposite... It should be called worst buy.
Aggggghhh... Go anywhere else to purchase electronics... It is not worth the few bucks you think you are saving.
This is the second time these crooks have stuck this fee on me! I just sent them this email perhaps we should look into a huge class action law suit.
Over three years ago I cancelled that damn "Debt Cancellation" crap you charge me for each month it is my fault that I have not paid attention because I have made the mistake of trusting your company, I demand you stop charging for this garbage as it is preventing me from reducing my amount on my account. Charging my for this service after my having canceled it over three years ago is "Deceptive Trades and Practices" on your companies part if this scam is not stopped immediately I will be forced to file a complaint with the Texas A/G's office.
Does anyone know if there is a lawsuit against Best Buy? I have read numerous posts regarding the same topic, but where is the lawsuit, stop complaining and lets do something about it. They are messing with our credit, our money and our lives. Without a good credit history we can't buy anything and that affects our lifestyles. That affects our families lifestyles. WE need to do something, tell me where to sign up for the lawsuit.
I also have an account with Retail Services. They are constantly like every other month changing my due date on my credit account. I have figured out they are doing this to get an extra $40 a month out of me for late charges. I can't even keep up with the due date anymore. I pay my bills electronically through my bank and get a confirmation number and everything but Retail Services of course is the only one it takes 3-4 days to get and somehow they always change the due date enough that I miss it by like one day and they have the audacity to charge a late fee after it! I thought legislation was suppose to be changing the laws so credit card companies couldn't do things like this!
I too, like so many others I am now seeing, have repeatedly been a victim of Best Buy's Retail Services. My payments are mailed in a minimum of 5 business days before the due date on my statement and yet my payments always seem to post the day after the due date with, of course, the $39 late fee. We are all being ripped off and somebody needs to do something to stop them.
I have an account with Retail Services (HSBC) and recently mailed in a check for $300 well in advance of the payment due date. Yet the payment wasn't posted to my account until the day after the due date. Hmmmmm. I just checked my account online and they charged me $39 in late fees! What a surprise!
So is there a class action lawsuit against these clowns or what? If so, what's the details? I'll sign up immediately.
You only HAVE to sign in one place on any application at Best Buy for a credit card. Account shield is generally outlined in a green box. If you do NOT want account shield then you must sign on the line below saying "No thank you." There is paperwork done the following morning that requires the opening admin to check for accuracy to ensure that someone was not signed up for account shield when they declined out.
The reason why the employees in the store and managers for that matter get miffed about credit card issues is because honestly, there's nothing they can do. They would call HSBC on the same number the customer would and would have to be put on hold just the same. Best Buy does not have a direct line to bypass all the waiting and nonsense. Once they get on the phone with someone HSBC will not speak to Best Buy on behalf of the customer due to customer privacy regulations. The long and short is that you're better to call HSBC directly and duke it out with them because at the store level they are useless when dealing with that outside party.
Re: ATTORNEY ADVERTISING
My name is Sean McGrew, and I’m a Legal Assistant to attorney Dan Bryden, with the law offices of Sprenger + Lang. We are conducting an investigation of Best Buy and HSBC’s “Account Shield” debt cancellation program. In the past, persons have posted on this blog regarding their issues with Best Buy and/or HSBC. If you would be interested in communicating with a law firm regarding this matter, please contact me at smcgrew@sprengerlang.com. Thank you.
It sounds to me like you have a problem with the bank that provides the Best Buy card (HSBC) not that actual company. Learn to direct your anger toward the right company please.
I have boycotted Best Buy for the last 6 years due to problems with their credit card company they use (HSBC). Let's just say I was charged fees that should not have been charged. Fees in excess of $300 on a $500 purchase. The store card has been canceled long ago and I will never shop at Best Buy again in my life. With the internet there really is no need to. Especially since Best Buy over charges for most items anyways.
Likewsize I have also had a "Debt Cancellation" charge added on against my expessed desire not to. I do not know if they simply filled out the area and had me sign it with out reading (yes I had been standing in line for 45minutes with a toddler and did not take the time to read the 4 pages of fine print) or maybe they forged it later but HSBC started billing me 12% for the debt cancellation. Note here that my visa is only 7.9% and BB wants 12% "incase I'm unable to pay". HSBC also has a little trick they use to make it seem like nothing. They only refer to it as 1%. Only if you nail their ears back will they admit that it is 1% per month wich of course is >12% per year. They also claim that the percentage is 0 if you have no balance. Real slimy!
HSBC did honor my request to cancell the fee going forward but not the fee's incured. I will not pay the fees incured but I did pay off the money I had put on the card and every month tell hsbc to go fish. Meantime they add on anohter couple of bucks to what they want me to pay. Interestingly they did send a form letter acknowledging my dispute but nothing has ever come of it. The best Buy manager apparnetly has heard this a lot before. He didn't even bother to get my name to look into anything. He just put all the blame on me for not reading the form and catching the "error". I suppose I will have to file in court but I figure my odds aren't good as I am not sure what happended to my copy of hte paer work and even so Iit would do littel to support my claim as it is my word against theirs unless I can get some internal documents from BB.
Extended warranty is a rip off!
Two years ago we purchased a laptop from Best Buy and also bought the extended service plan. About six months ago the laptop monitor began to crack, and we took it to the store and spoke to the geek squad. At that time they told us that this is a common problem with the hinges on the laptops but that it wasn't covered under our warranty because it is considered "accidental damage". We argued at that time that it wasn't accidental damage but that the hinges wouldn't move. The recommendation of the geek squad member was to use an external monitor.
We keep the laptop on a desk so we didn't argue the point and removed the screen so that we could use an external monitor. About a week ago we took the laptop to Best Buy geek squad and asked that they fix the hard drive because it had gone bad. The Geek Squad Manager told us, that because we had removed the screen, the hard drive issue wasn't under warranty because the laptop had been "abused". We explained to the manager that the geek squad had told us to remove the monitor when we brought it in for the screen cracking. He even admitted that the hinge problem was a common issue and that even if we had brought the laptop in with the screen cracking it would have been considered abuse, and they would not warranty the hard drive.
We went back and forth for about a half an hour and he told us to call the 1-800 number to get customer service to authorize the repair. When we called customer service they said that the laptop would not be warrantied. They said that they had no control over what would be warrantied because Best Buy warranties are managed by another company. They would not fix the laptop hard drive even though the monitor does not affect the hard drive condition.
We will need to purchase another hard drive or laptop to replace the laptop. Also Best Buy will not refund our entire ($300) extended warranty, only the amount for the year remaining even though they wont warranty the laptop and have never done any other repair on anything we have purchased from them.
Best Buy
Company Address:
21051 Haggerty Rd
Novi MI 48375
Unprofessional and apathetic experience!
I wrote Best Buy's "upper board echelon" concerning a customer service fowl-up that was just disclosed to me yesterday (04/02/07), but the problem actually began two weeks ago (03/18/07) when I walked to the Dedham, Mass. Best Buy to have my Minolta camera repaired. I explained that the built-in flash no longer pops up and there appeared to be something small broken where the bulb is located. I explained that we had purchased many cameras at that store, this was “my favorite, my left-arm” and I mentioned several times it had to be repaired and back in my hands for me to photograph a friend's wedding on April 7, 2007. I was told at that time that I would have a quote phone call within 72 hours from a company in Connecticut, called Precision Camera.
Days passed and I heard nothing. I emailed Precision Camera several times; I called Precision Camera several times--no responses came back to the calls nor the emails. I called Best Buy on 03/27/07 and was told I would get a call back as to the status of the camera; I heard nothing. Yesterday early afternoon (o4/01/07) I called yet again and nicely insisted I hear from someone—I was having no luck reaching Precision Camera and the wedding I’m photographing is this coming Saturday. "Mike Pellteer" told me that "Greg Pelletier" was the manager of this department and would definitely call me back as soon as he was out of a meeting. I waited 4-1/2 hours for this call and didn’t get a response; I called yet again and the store was closed. (To date, Pelletier has never called me back.)
I emailed Precision Camera again on the morning of 04/02/07 begging for a response as to what was going on with my camera--I needed it repaired and back for this Saturday. I finally got a response at 4pm (EST) that day (04/02/07). I was told that Best Buy sent the camera with the wrong paperwork (a different camera we purchased) and Precision’s policy was to send back the camera untouched; it arrived in Dedham last week Wednesday yet, yesterday when I called Best Buy totally stressed about the camera's whereabouts, I was never told the camera was there and I could just as easily get it repaired here versus sending it back to Connecticut. My camera hasn’t been looked at, hasn’t been repaired and is sitting two miles away from me when I need it operational this coming Saturday. Upon contacting the Dedham store this afternoon (to find out what on God’s green earth went wrong) I was put on hold countless times for no less than 8 minutes each time—which seemed quite purposeful to this customer. When I finally got an employee they heard my situation and again offered to have Greg Pelletier call me “for sure, this afternoon.” Same guy from yesterday, I explained I’d heard this promise before and I would never get a call back from him. This afternoon Dedham store and got one person after another with an “I could care less about your problem” attitude. I was told to call the customer service office at 888-Best-Buy and I spoke with my fourth Best Buy employee, “Sam” had the same “not my problem” attitude and the more he upset me the ‘thicker’ his inane telemarketer voice became.
‘Sam’ did ask what the Dedham store “offered to do for me” and when I said, “They offered me the ‘corporate office number of 888-Best Buy, it’s obvious they don’t think anything was done wrong.” Sam then yapped on about me being upset (as though I had no reason to be, which was really infuriating) and said he could “do nothing more for me” (as though listening to me was doing something to remedy the situation Best Buy had created. I explained that a weak apology didn’t undo the “balls that had been dropped by Best Buy on this repair, that his apology wasn’t going to help get my camera repaired by this Saturday and that I couldn’t take pictures with his apology. This phone call to the Best Buy ‘corporate office’ was a complete and total waste of this customer’s time and Sam also could have cared less. He acted as though re-sending the camera to Precision with the correct paperwork this time was a huge immpostion on his part but he’d do it anyway. Please! This should have been done five days ago, but it was ignored by all at the Dedham store.
Again, I called the Best Buy Dedham store (after speaking with ‘Sam’) and was transferred and then put on hold by 3 different employees—all of whom I was nice to—and after holding 15 minutes on the third transfer I listened to Musak for fifteen minutes before hanging up and redialing and then complaining that I’d been holding for 15 minutes and could someone walk over to the repair desk and see if Peter or Susann Low’s Minolta camera was still there. Someone did, it is there and I asked that it stay there--we will pick it up tonight after 7pm. How much do you want to bet I will be forced to pay the $70.00 “look at” fee?
My problem is this. I trusted Best Buy with the very camera I had purchased from them and they completely abused my sense of store loyalty. Even after goofing up the repair paperwork no one contacted me, fixed the paperwork nor expedited the camera back to Precision; Best Buy took my camera from me two weeks ago and yet, it’s sitting in Dedham again for the last five days. This is shameful.
I went last night to retrieve my broken camera and was told that it was PRECISION CAMERA that 'screwed up' and not Best Buy. Ironically, there were people there to pick up other repairs--none of which were done. "We got busy and we couldn't get to it. It's opened up but we need another few hours." This was the lament I heard three times to three different customers while I stood waiting for them to locate my camera. "John" had the unfortunate experience of dealing with me last night.
I now will spend my day tomorrow going into Boston to see who can repair my favorite camera—and probably pay top dollar to have this done as I need the unit by 10am this Saturday. I then will have the stress of waiting for parts, quotes, etc. all because Best Buy's "geek desk" couldn't pick up a geeky phone and say, "Sorry, we dropped the ball, your camera is actually here for the last 4-5 days but we didn't email you... we're geeks and email just isn't our thing..."
My husband and I have been loyal customers of Best Buy but I have to ask why loyal customers would be treated so shabbily, the employees I spoke with throughout this experience were unprofessional and apathetic to the situation--they are clearly there for the discount and nothing more. Customer service is an oxymoron in this customer's eyes.
I shared this experience with the Best Buy "big wigs" mentioned below via fax I sent yesterday (04/02/07) around 5:30pm. I asked to hear from someone very soon as to what will be done to remedy this debacle; a friend’s wedding memories are counting on it. I think at the very least they can generously discount a flash attachment for me or we can resolve this in small claims after I pay a few hundred in rush fees to get my camera in working order by this coming Saturday's wedding. Sad, really sad.
Susann E. Low
TRANSMITTED THIS BY FACSIMILE TO [protected]
Bradbury H. “Brad” Anderson, Vice Chairman and CEO
Brian J. Dunn, President and Chief Executive Officer
Timothy D. “Tim” McGeehan, Exec. V.P., Retail Sales
Tamara A. Kozikowski, Sr. V.P. Retail Support
at...
Best Buy Co., Inc.
7601 Penn Avenue
Richfield, MN 55423
I understand being frustrated with a company like Best Buy. I've been there myself. You must also understand to get a little respect from the employees you have to respect them a little bit. If you go out and running at them like you are pissed off then why the hell would they go out of their way to make sure you are taken care of. Words like thanks and please and a little casual conversation gets you a lot farther than ### and Whining...
Bestbuy convinced me to purchase "extend coverage" saying that if I had a problem with my Canon Powershot s230 camera, they would fix or replace that camera. Well when I took it in they called back a month later, saying the can't fix and will replace. OK fine...but when I arrived today 4/5/07 the Store Manager "Chris Miller: @ the bestbuy in Humble Texas, told me they would not replace it, and the only thing they would do it give me a camera with the same features, which , to bestbuy meant trying to get me to take a Cheap Kodak camera. I paid $508.58 for my Canon Powershot with the extended coverage, and the cheap looking looking kodak cost $149.00. Chris the manger told me that' the way it is, and he was very rude, and as I was walking away he yelled the Corp Bestbuy Phone number. I did call it two time already, and it is the same BS... I will never go to Bestbuy again. I will tell anyone and everyone I can for the rest of my life. I think they must be doing that to everyone, because no one was in the store today. Please Avoid Bestbuy if your looking for Customer Service. Try Circuit City, instead, you will be better off, when something happens with your purchase, because if the Store Manager don't care about me, and my problem, then no one will. It starts @ the top down... Sad, Sad, Sad customer service. They didn't even try to Help... Thanks Chris... for nothing...
Terrible service and management!
My complaint is with Best Buy in Lancaster, Ohio. We purchased a car stereo and had it installed by them
with the purchase. After we got into our car we realized that our signal lights and hazards did not work. We told them about this and they told us that it was not their fault. They told us they would try to work us in on the following Monday. They were told that this was not acceptable and that we wanted to speak with a manager. They then changed their tune and decided to fix them right there and here it was, they had crossed the wires in the dash. Well the stereo that we purchased had a detachable faceplate, when we tried to remove the face plate it was broke. We went back to the store and asked to speak to a manager, the manager told us that we broke it. One of the technicians looked at the stereo and said that whoever installed it should have customized the dash, we were not told that this needed to be done. The manager said they would do it but we would have to pay for this to be done. We told him that this was not explained to us when we purchased the stereo and said it was not his problem we would have to pay to have it done. We were so frustrated we walked out and I e-mailed the corporate headquarters and I am waiting to hear back now. This manager and his whole staff during this whole process were very rude and acted as though because we did not purchase a very expensive stereo that were not important and blew us off.
Terrible customer service!
After spending Thanksgiving night on line to get the best possible deal, we purchased a Namsung Dual x DVD 8181 for the dashboard. It was a defected item, so we returned it and was told they would have a new one to be picked up on January 23, 2007. When we went to the store, we were told they didn't have one. They told they could get us one, but we would have to pay an additional $100.00-$150.00 for the same item.
I said that was unacceptable, since when do you pay more money because you bought a defected item on sale. Then I was told that they had other DVD in other warehouses in the tri-state area, after I informed them I would call every Best Buy in the Tri-state. Then I was informed, that I would have to pick it up and they wouldn't ship it to the store. That was unacceptable, I wasn't going to travel, when they sold me a defected item and could easily have it shipped. The manager didn't want to be bothered, and gave me one story after another. We even suggested they give us back the DVD, so we could send it to Namsung ourselves. Of course they didn't have it. I will never do business with Best Buy again.
Best Buys
Richmond Avenue
Staten Island, New York 10312
Product lost during delivery and no settlement yet!
I had ordered a product (a vacuum cleaner) from BestBuy store at Perimeter (GA, Atlanta) on 2/15/2007. The product was supposed to be delivered by UPS on 2/21/2007 but it got lost. UPS delivery report said its delivered but i had not received anything. I called up UPS to find out, they said i need to call BestBuy to start a claim. I called BestBuy and they said their system is not allowing them to file a claim. I called them once again the next day (22nd) and they asked me to call up UPS. I did that and UPS said BestBuy has not filed any claim for this shipment and we can do nothing about it but you as a consumer can start a tracer for this lost package and they did that.
I called best buy again after couple of days and they advised me to go to the bestbuy store and talk to them. I obliged and went there. The store manager did not listen to me rather than connected me to someone from their store and they gave me a suggestion that you purchase another one if you need the product urgently as we wont refund you any money and asked me to call 1-888-bestbuy. I did it from their store to hear the same old story.
The next day i called them again to hear that the claim has been filed and i need to wait fr 8-10 business days to get the claim settled. I obliged and called them again after 10 days to learn that they are still tracing it. Meanwhile I checked the status of the claim from the UPS site and which said that the tracer is complete and the package is not found. I called up BestBuy again to hear that they have no update on it. Its been more than 10 days now after the Tracer was closed by UPS and BestBuy still says that they have no information on the lost package. I asked them to refund my money but they have no answers to that. Infact I had to take a screen shot of the UPS report and email it to them.
I haven't received any followup call from BestBuy till date regarding the package and dont know what shall i do now.
Order Number: [protected]
Item 7385448 (MO82660 - VISION CANISTER), Qty 1
Havent seen such a poor customer care in my entire life. Looks like I did a big mistake by going to bestbuy.
Overview of Best Buy complaint handling
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Best Buy Contacts
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Best Buy phone numbers+1 (888) 237-8289+1 (888) 237-8289Click up if you have successfully reached Best Buy by calling +1 (888) 237-8289 phone number 6 6 users reported that they have successfully reached Best Buy by calling +1 (888) 237-8289 phone number Click down if you have unsuccessfully reached Best Buy by calling +1 (888) 237-8289 phone number 7 7 users reported that they have UNsuccessfully reached Best Buy by calling +1 (888) 237-8289 phone number
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Best Buy emailsonline.communities@bestbuy.com100%Confidence score: 100%Supportinfo@bestbuy.com100%Confidence score: 100%Support
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Best Buy address7601 Penn Avenue South, Richfield, Minnesota, 55423-3645, United States
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Checked and verified by Nick This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Best Buy contacts
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Yes - this is a ### organization - Best Buy. They ripped me off on a computer I bought there - that was broken - and then refused return. I asked them repeatedly to produce paperwork, wording denying my return - and they couldn't provide any.
They were rude, unethical, grossly unprofessional, and totally inept - from the manager to the guy at the door. This is Best Buy Ocoee.
I contacted the corporate office - and they were just as inept. After 5 emails back and forth - they could not produce any wording also - but have done nothing to appease my situation.
Basically - long story short - is that Best Buy stole from me.
I will never set foot in one of their stores again -- and recommend anyone else NOT buy from them.
It depends on what band the store is. There are 6 different "types" of stores and each has it's own planogram style. With a little research on your part, which all consumer's should do. You would have been able to match model to model. Consumer's should really do a little research before making purchases, or trust the sales person, which in this case he was not given a chance to explain the different products. If you would have seen the non portable players at 99 or more but a portable one for 49.99, that would make a light go off in my head.