Best Buy
reviews and complaints

I used to wonder why many Best Buy outlets are getting closed.
My recent experience with them proves why... they are not fit for Customer Service.

I bought a laptop for my daughter on 13th May 2017, from the Stevens Creek Blvd, San Jose, CA, store.
It was a good configuration ASUS laptop and got a very good deal for an open piece... paid $375.
I was told that no need to worry, any issues with the laptop, BestBuy technical team will repair it, blah blah blah...

After a month, by end of June, the laptop stopped working.
It wouldn't boot up, always showed "Automatic Repairing..." message and no options worked.
I took it to the San Jose, Curtner Ave store and showed it to the Geek Squad.
One Mr. Anthony spoke to me... he is supposed to be a technician, but he didnt even try starting the laptop and checking what is the problem. He asked me the symptoms and told me that it has to be sent to ASUS for manufacturers warranty repair.
When I told him about the Open Box story and that BestBuy shoudl repair it, he asked me to go to the store where I bought it. I spent 30 mins there... but he never even checked the laptop once.

I went back to the Steven's Creek Blvd store after couple of weeks.
Again the Geek Squad person didn't check the laptop, he told it will be sent to Manufacturer Warranty repair.
I agreed and after 2 weeks, got a call that water has gone inside and the mother board is gone, requires $450 to repair.
I declined and collected the laptop in a week.
I checked with the supervisor, as I was sure I had not spilled water on the laptop.
He was not willing to listen and all he could do is... offer 20% discount on the repair cost or 20% discount on another open box laptop.

I was not willing to spend any extra money on any Best Buy service.
I took the laptop home and created a bootable USB and tried to boot the laptop, re-install the Windows10 and now it works like a new one.

So the funny part is...
1. What is the Geek Squad there for if they can't even do the initial technical analysis?
2. The laptop was sent to ASUS for warranty repair, but all records show it was always with BestBuy Geek Squad, may be some other location. If it was sent to ASUS may be they woudl have resolved the issue free of cost.
3. Easiest way to deny free service to customer is saying water went inside and damaged the circuit. It is a shame, because I couldn;t prove that I have not spilled water on it. I doubt if the service guys even opened and checked anything.

Overall... very bad experience with Best Buy.
Stay away from them... happy to see more and more Best Buy stores closing down.

Best is Amazon, do online shopping for what you like, if you don't like return it. No questions asked... even after months, may be the refund amount will reduce, but you don't have to live with a faulty machine.

Never again to Best Buy...!

I bought a Samsung Galaxy S8+ a few weeks ago. It was advertised at $200 off so i got it. A few weeks later now it is advertised at $300 off. So i went back to see how to get a price adjustment. I spoke with Ben who is a manager at the Folsom Best Buy. With a big smile on his face and an extremely condensing attitude he told me "No i am not going to do it" and then said thank you for coming in and walked away. Is this the kind of service you enjoy giving to customers? if so then i will never shop there again, and i am out my $!00. Complained to another store manager and after one email he will not contact me back. Spoke with cooperate and Gail basically laughed at me. Will never go back.

Best Buy Newport News store sold us a washing machine that broke less than a month after purchase (purchased on June 21st). On July 22, 2017, when we tried to return (or possibly upgrade to a different machine), Adam, the (I believe) assistant customer service manager's response was unhelpful, snarky and wasted our time.
Adam didn't take the time listen to what we were upset about and offered nothing in the way of customer service or assistance. Adam's big moment was when he cut me off and said, "Is there anything ELSE I can help you with?" He then literally walked away. Because a faux mic drop is good service? If you don't know how to do something, find someone who does. However, had he been listening, maybe he could have found a solution. Had Adam been gracious or even used basic common sense, he could have apologized, shown some understanding and worked to get us a machine that day . If getting us a machine same day, wasn't possible (even though over the phone they said it was possible), then he should have apologized for miscommunicating, and, if he was a bit sales savvy, said, "Well, we do have this OTHER machine available..." My husband was ready to pay more if it meant we could get a functioning washing machine sooner. However, when Adam chose to behave immaturely, we left and went to Lowe's. There we bought a better washer at a cheaper price. Most importantly, at Lowe's, were treated courteously and professionally.
Later on that same day, my husband and I brought back the defective machine to Best Buy to get our refund. In the store I noticed Adam chatting and laughing with a group of co-workers, on a very busy Saturday, completely oblivious to the fact that he was at work and maybe he could be serving the customer instead of socializing. I felt bad for the sales consultant, Justin, who was actually trying to help us despite Adam's unprofessional behavior.
There really isn't much of a resolution that I can see that would bring me back to Best Buy. We just moved to the area and need some new electronics and appliances, but I don't see purchasing them at any Best Buy if Adam is the standard for Best Buy's customer service.

I had a new range delivered yesterday evening by two men for Best Buy from one of their warehouses in Dallas, Texas. During the delivery, I faced an unacceptable and appalling situation. One of the men sexually harassed me in words and touch.

The first thing that happened is his hand touched my "lower backside" when I was passing. I thought it had been some sort of accident, but it continued to happen. He made sure he would get closer to me while I was cleaning while they were trying to install the range, then his hand would touch my "lower backside". It happened many times.

In addition, he started flirting and asking if he could be my boyfriend, stating he would like to live in my home, and asking if he could hang out with me. It went on and on. I kept saying no. I called family and only got voice mail but pretended to be talking to them and pretended they were on their way home as I was that disturbed by the episode and afraid of where it may go. I was alone in the house except for the two delivery men. Only one of them was harassing me.

This morning I called and reported it to the geek squad. I have another Best Buy delivery for Saturday - the matching microwave, and the customer service person assured me that someone from the Best Buy store would be delivering and installing it - not the warehouse. However, I will still make sure I have family and/or friends there with me or even instead of me as I am now afraid.

No one should have to be afraid when having a Best Buy item delivered. This is unacceptable and will not be tolerated.

I was not told what would be done to the young man. Has he harassed others? I bet he has. Would he continue harassing people? I bet he will. I fear this will be swept under the rug and hushed and ignored.

I am not a young woman either. This is crazy. I am 52 years old. What if he does this to some young woman who is even less able to do something about it.

I felt uncomfortable and embarrassed that it happened at all. I didn't want to deal with it, but then I thought of him doing this to others, and therefore, I WILL make sure this story gets out. I WILL make sure this doesn't happen to anyone else.

I ordered a product online and paid by credit card and received an email saying it was processed. The next day I received another email saying it could not be processed. I responded to the email but they don't accept email responses on the emails they send out. I then called customer service and was navigating their cumbersome phone system and then all of a sudden their automated voice said, looks like you're having trouble using the system and just disconnected. They make it really difficult to contact someone by way of email or phone. Anyhow, after much time wasting I finally got a hold of someone and they told me that my credit card company denied the charge...this is unusual as I have lots of room on my card. I gave them another card over the phone and she said she would process this one. A day later I received another email saying the card was denied. I called my credit card company and they said my card was fine and Best Buy only put through a charge of zero dollars and they found that strange. So I called Best Buy again and they said they can try another credit card. I told them it's no point as seems like they cannot handle online transactions properly as I have never had any problems with any other online retailers. They said my order would be cancelled since they cannot process. I thought that was the end of it but four days later they charged my credit card without my authorization. I have never given them an outstanding authorization where they can charge my credit card continually. If they tell me they cannot process and cancel the order, that should be the end of it but this company has horrible practices for online orders.

I bought a cell phone at best buy. I had just stopped in to look since my 2 year plan was about to expire in another week. He convinced me to buy it so I would have it to activate when my plan expired. After I activated it, I saw the same model phone was 35.00 less at bj warehouse club. I went in with my receipt and they said it was too late, the refund/return time was only 14 days, and it was 4 days later. So, I went to my car and called their headquarters customer service line. I spent 45 minutes on the phone, transferred 5 times and was treated horribly by there "expert customer service reps". While on hold, I heard a recording repeatedly about their "best prices and best service". But both are a "best lie"
I am in the market for a new computer and I will shop elsewhere. Beware of best buy.

I ordered a panel ready dishwasher on 4-7-17 and was told it would be delivered Monday 5-8-17. We were notified that it wasn't available and delivery was changed to 5-17-17. We were then notified again the dishwasher wasn't available yet and the delivery was changed to 5-25-17. On Monday 5-22 I called the store to verify the delivery and was told the product was discontinued. The only way to find out the product was discontinued is because I called. I don't understand this since I have been called by Best Buy to reschedule 3 times. When I asked what could be done I was told to get a different dishwasher. They wouldn't help me at all on the phone and I was told to come into the store. My total kitchen remodel is starting 5-30-17 and I didn't want to come into the store if there wasn't another dishwasher that would be the same size. The person on the phone wouldn't help at all and told me to just come into the store. When I got to the store I was told my ordered was cancelled. No help with finding a replacement dishwasher they only scanned my receipt and told me to check my account for a refund. The delivery date still hadn't been changed for the other appliances' that I ordered after requesting it twice on the phone.
I had to go to another store to find a dishwasher that could be delivered by the end of the week, so now I have to spend additional money for a top of the line dishwasher and another $50 in delivery fees. It is now 5-25-17 and I only received a credit for the install kit of $31.79. I haven't been refunded the cost of the dishwasher $989.99 plus tax. I also have to order a new panel for my dishwasher for the kitchen cabinet company and this will also push back the time for my kitchen being completed. They think we have money to waste because we are ordering a custom panel. This is the first time my mothers kitchen has been remodeled since 1971 so I wanted everything to be the best quality.
When I called and spoke to my sales person I was told they didn't know the product was discontinued and that the computer would keep ordering the product until it came in & The person I spoke with on the phone had a bad delivery but gave me correct information that I would have to come in and get a new dishwasher. He could look for another dishwasher but it wouldn't be delivered by the date I needed, this is too little to late.
I thought they should have at least offered to look for another dishwasher that would be about the same size or another brand before I came in so I would know what my options were, instead I was told sorry nothing we can do about it with only a week before the kitchen remodel is to start.
I can only hope that the stove, refrigerator and microwave will be delivered on time and in perfect condition, but at this time I highly doubt it. I will tell all my friends and family not to shop at Best Buy. With all the on-line options I would hope that Customer Service would be important, but I haven't seen it.

I bought something from Best Buy and I really regret that. I will never buy anything from them again because they gave me nothing but trouble.
After about month of waiting I received a message from them where it was said that my order got cancelled because it was no longer available. They asked me to contact them as soon as possible regarding refund and when I did they simply didn't reply. I tried several more times and failed.
I do not recommend Best Buy, they are not to be trusted. At least I had the worst time with them.

I have ordered a laptop from them and they said it'll be here within max 7 days, but it did not arrive. I gave them one extra week because I didn't want to be too pushy and annoying. After 15 days of waiting I called Best Buy and was told that my order was cancelled because it was no longer available.
I asked about the money and they said that refund was processed the same day as my order got cancelled. Then I called my bank and asked them to check my bank statement and there was still no money. Gave them one more week and demanded some explanation. They claimed that was not their responsibility and if I had questions I should have contacted my bank.
My refund is still missing and I have no idea what to do. This whole thing seems like a scam!

I bought an ASUS laptop and within 30 days the usb 3.0 failed, and my track pad is starting to act up.

Best buy will not refund me the money, it goes against their policy.

My policy is I pay hard earned money for something that works. This should be illegal. I had my money stolen from me for something that doesn't work. I
spent 800 dollars on a defective laptop.

SHOP AT BEST BUY AND THIS WILL HAPPEN TO YOU.

I went to Best Buy on 3/30/2017. I'm not very good with electronics and I wanted help picking out a home security system that fitted my needs. I walked all around the store looking for the security systems and while I walked I passed 7 workers just standing around talking to each other. When I found the systems I could still see the workers still talking to each other so I decided to look over what they had till they had time for me. I was there 15 minutes and not one man asked me if I needed help. They wasn't busy they was just chatting. I just decided to leave and go some where else. I didn't feel like chasing them down because I know they had to be aware I was there. On the way out I told the greeter not one person offered to help me and he laughed very loudly and turned his back to me. That was like a slap in the face. I went to Walmart to look and 2 young men was there talking but as soon as they seen me they had no problems saying can I help you with something. And they spent time helping look over their systems so I found exactly what I needed.

I bought something from Best Buy online store and after I paid I asked them to deliver it to the nearest Best Buy store.
When I ordered my item it was in stock and I even received a confirmation message. When I came to the store to pick my item I was told that it was not available! I wasted my precious time only to be told that my item is not in stock!
They promised me a refund but that never happened. Online store told me that I have to go the local branch and will be given a refund there, but branch people told me that online store was supposed to refund me, because they were the ones who charged me. Absolutely ridiculous and unprofessional service! I want my money back!

Recently received a Drone as a gift purchased at Best Buy. Upon assembly I found that the camera function will not operate properly at all.
I approached Best Buy to get this defective product exchanged and was told that once package is opened it can not be exchanged or returned. This policy is apparently dictated by the supplier.
I was told to deal with the supplier out of NY who is unresponsive.
I dont think it is fair to sell defective goods and then just walk away form it saying...ooops ... sorry... suppliers problem.

I recommend getting your electronics from a store that understands the product and will back it up.

I went into to get a apple Magic Mouse with a cord to this location! There was nobody there except the Best Buy employees, anyway when I went in to get this product. I went to the front and nobody was there. No cashier, so they sent me to the customer service to get ringed up. This is where it get ridiculous. It was the Geek Squad that rung me up, they didn't ask me for a reward zone card or no receipt. I mean they didn't ask me. No respect to their customers at all! Frys electronics never is like that, anyway uncalled fore when they are not getting any business, they been there since 2009 and that makes a difference. I am not giving any name for this complaint. I am not threatening Best Buy either, but they need to look into this.

I went to the Best Buy in Peterborough, Ontario to purchase yet another iPhone charger for my oldest son. The associate helping me was friendly and fast. Got what I was looking for. Went to the front cashier with only one person in front of me that she was currently assisting. Waited for awhile as she sold some sort of extended warranty and needed to get that person's information. At that point another associate came up to the other till to help the rest of us standing in line but couldn't assist me because I was paying cash (only debit or credit). The rest of the customers behind me were able to purchase their items and left the store. I'm still waiting for the same customer in front of me so the other associate tried to take me to customer service were there was the only other cash till. That cashier was busy with another customer so I went back to the original till I was at and continued to wait for the same customer that the cashier was still helping. A different associate approached me to try and help me but couldn't because I was paying cash. When it was finally my turn I was so angry for having to wait so long just because I was paying cash I took my frustrations out on the poor cashier that was just doing her job. I told her it was ridiculous the amount of time I spent waiting and wanted to speak to the manager. The manager came out and listened to me rant, telling me he understood my frustrations and continued to explain to me that there are only limited tills with cash in them after a certain time of night because of high risk of theft. He did nothing to make me feel like I was appreciated as a paying customer. In fact I felt bad about getting mad and started to feel like it was all my fault because I finally had enough of waiting long enough to purchase the iPhone charger that I came in for. Best Buy needs to re-evaluate their check out system. I felt like I was being penalized because I was paying cash.

I purchased a garmin gps today, december 20th but was not offered an extended warranty - today, december 20th - I called the store and only got useless menu options frustrating me and putting me off from ever returning to a best buy - why should i?

It was insulting when trying to telephone the store, getting only an unresponsive menu selection and a complete inability to speak to a human being. I called the ‘888' number to complain and try to find a human to reply to my complaints which took multiple menu options, hold options and call-back from a representative. It is dehumanizing to have my time trivialized and spent like it matters little.

The call-back option person was in the philippines; useless and uninformed. She told me to call the store if I had a problem - my problem was in calling the store, the menu options were useless. I asked to be transferred to the usa. She refused and said there is no option to transfer my call. I asked to be transferred to minnesota; she refused saying there are no options to transfer to minnesota and to call the store. It was a useless call, a waste of my time and failed of its essential purpose:

To talk with a human being about my dissatisfaction with a useless menu system;
I. To complain about how customers are treated including routing my complain to the philippines to someone uninformed and unintelligible;
Ii. To find out if I have an extended warranty option of what I just bought.

I wasted over an hour on this and your customer disservice and [best buy’s] astonishingly self-defeating system called customer service. I will shop elsewhere and only at best buy as a last resort. I was going to get a dvd player as a gift for someone which I will now buy [ & everything I need] elsewhere.

What a monumentally stupid system best buy has adopted. It is a target-rich consumer environment out here, lots of online sellers and competitors who value customers. I have enclosed a reprint attributable to sam walton - your customer service personnel [including those in the philippines] should read it and quite possibly adopt the philosophy.

I have sent this to your best buy, minnesota as a courtesy as well.

I bought refrigerator 1/30/15 from best buy in west Windsor nj. I had repairman to see refrigerator due to ice build up in freezer and condensation in refrigerator in Oct 5, 2015. I was told the only way to fix problem was to unplug refrigrator for 24 hours then plug back up. Well, I did this and refrigerator has not worked right since. Tonight it stopped working altogether and I called best buy geek squad and they are attempting to get someone to y home soon 24-48 hours to evaluate refrigerator. I was told there had to be three service calls before refrigerator could be replaced or a tech would have to deem refrigerator needed replacing before it could be replaced after I requested a new refrigerator. This refrigerator cost over two thousand dollars and is not even two years old and has stopped working. I'm starting to believe it was defective when I bought it. Thank god I bought extended warranty.

Best Buy Canada company delivered me the damaged Samsung 50inch 4k TV and ruined my new year 2017. On top of it rather correcting their mistake they are taking 7 days to process my refund after receiving the product to their return facility. This is frustrating...More over this TV is 700 CAD at Best buy on boxing day offer and where as the same TV is 649 CAD in Costco. I suggest not to order any products from best buy Canada. Order Number: [protected]. They not even sorry about this and speak like they don't even care about the issue.

We bought a Moto G mobile from Best Buy which is inside the Bramalea City Centre in July 2014 with a Greek Squad guarantee. We were actually not interested in the guarantee, buy the salesperson convinced us that, if anything goes wrong with the mobile like it falls down and breaks, a hardware issue any software issue anything, please bring back to us and we will replace you with a new mobile if you take the Greek Squad Protection. Unaware of the technicality nor the legality of the contract, we took it and paid CAD 6.84 every month as part of the insurance.

Few days back the mobile started getting stuck not always, but don't know when it would. Not finding time to go to best buy as have an infant delayed till the holidays. When went to Greek Squad inside Best Buy on 28th December 2016, around 11 am and waiting for around 20 minutes, the representative was not able to pull up my account with all the details provided. With an infant and a kid with me, was send all the way to the Customer service which was a huge line up. By then requested a lady who was kind enough to assist and said to continue through the check out line and they would pull up my account. After waiting for another 45 mins in the line up we finally landed the desk when she told us that she cannot pull up the account. We went to the earlier lady again, she then directed us to another girl who pulled out the account from the same computer, we had gone to earlier. After all these we went to Greek Squad again only to find out that we should come back again as we had not back up the data.

So, on 29th Dec, 2016 we again went to the store around 6 pm to the Greek Squad waiting for 25 mins to find a girl tell us to call a toll-free number. When we explained our situation, her reply was "I have not come across such a situation so call the toll-free" When we again convinced her that we need a replacement as the mobile is not working properly, she got someone to assist us, the representative said that he would take 45 mins to test the mobile and we be back after the time specified. We came back after 50-60 mins just to give him more time only to hear he had not completed and would take another 20 mins. My infant had already started crying by then. Waiting patiently for a positive response came out the representative saying he couldn't do anything as the finds no problem with the mobile. When said that we had already paid $198 (6.84 for 29 months) as insurance for a $230 mobile and cannot come back every now and then when the mobile gets stuck, he said he couldn't do anything and that the Greek Squad agreement will continue for 7 more months wherein the $6.84 will be continued to be deducted and they cannot replace the mobile. At this point I had already started boiling down, with my baby crying in one end for the long wait and no co-operation from the representative, asked if he could do anything in my case. He said no a called his manager. I expected a solution to my problem from at least the manager. When explained the situation and asked for a replacement on the mobile the manager argued that he doesn't find any problem in the mobile. I clearly explained that I cannot come every now and then with a stuck mobile. But he wouldn't budge and continue to argue that there is no problem with my mobile and he would do nothing in my case. I requested, if you cannot do anything, please return my hard earned money as I was misrepresented by the sales representative who sold be the mobile while not explaining the Greek Squad terms correctly. He said no he will not return the money either. The argument went on and again I said that we were misrepresented, not served at all and had a long wait so please at least issue a Gift card as part of indemnifying the loss and trauma we had gone through. But, the mobile manager named Arsalan was so rude to me that he said he would do nothing. He would not replace the mobile, nor give back the money and nor even issue any gift card for the whole disappointment. He was so rude that he didn't even apologize for the long wait with such a small infant, for lack of service nor for the misrepresentation. I am really annoyed, disappointed and feel cheated in all respects and giving so much trouble to me and my two kids who also suffered with me for no reason for lack of their services and such an unethical behaviour. Now I feel sick, after the whole argument have got a bad head ache, very bad cough and feel very low as there has never been such a bad incident for me in Canada

South Vancouver store, not busy today in the afternoon. "Service" person said she would get key and be back. I waited 30 minutes. Four people in store. The so-called "service" person: 5'3", slightly plump, darkhaired woman with glasses. I spotter her just standing behind the counter. No effort to come tell me why I was waiting when there was NO ONE in the store. She sent her colleague over, finally. He told me that someone had the key. All she had to do was to come tell me this after 5 minutes but she could not be bothered. I wasted 30 minutes standing there, not knowing why. I was angry by this point and got to the counter to finally pay. The fact that she made no effort to communicate that the key was with someone else shows her complete lack of customer service. I could have gone and done other things during that 30 minutes if she had just walked 30 feet to tell me. Poor service. She will just ignore all the customers during boxing day sales, I am sure.