Best Buy
reviews and complaints

On Thursday, March 22, 2018, I attempted to return an LG sound bar I purchased from Best Buy on January 5, 2018. I had all receipts and peripheral items with me. The issue was an easy one. The item performed at first but then simply quit working. More specifically, it began to work intermittently and then quit altogether. I took the item back to the store I originally purchased it from, store # 254, 6315 E. Southern Avenue, Mesa, AZ 85206. I asked for a refund as the item failed to perform. I was told that was not possible as Best Buy's agreement with the manufacturer was such that the item needed to be sent back for repair. I immediately informed them that I did not want a repaired item back, but wanted a refund instead so I could pursue other avenues for my needs. I asked to see the manager and again explained what I wanted. He flatly refused and had a "take it or leave it" attitude. I really had no choice and the manager told me so. I could simply abandon the item there and take a loss, or get back a repaired item. Moreover, I would have to come back to the store to pick it up once repaired. Not even a courtesy of sending the repaired item to my home. Customer Service? Yes, when the customer does all the work I suppose. I then asked for the name and address of the Area Manager. I was told there was no address. Baloney. Just trying to put off a customer. I did get a name and number but, after several attempts to contact the alleged Area Manager, all I get is that the "Verizon customer is not available to take calls" recording. And, no opportunity to leave a message. Again baloney. This is customer service? This is nothing but a sham and Best Buy hiding behind a shaky policy that leaves the paying customer lost in the weeds. An Area Manager that has no business address and provides no way to leave a message? I'm not at all surprised that Amazon is outperforming and out selling Best Buy by a lager margin. I know these things rarely, if ever, get resolved, but felt compelled to document it. Customers will vote with their pocketbooks and feet. Shame on Best Buy.

Bought Samsung dryer 2.5 years ago and unfortunately didn't buy an extended warranty since this dryer is a second home and rarely gets used. We came to use it January 2018 and it had been attempted to be repaired 3 times by Best Buy Geek Squad and paid $350.00 (half the cost for a new one)and still isn't working. Have tried to talk to Samsung and they will not connect me to Customer Service. Very frustrated and will not recommend anyone to buy any Samsung products. It looks like there are many unhappy customers with Samsung.

Best Buy Geek Squad broke my computer and never fixed it.

I brought my computer into best buy geek squad in Manassas, VA for a hard drive replacement. They broke the clip for the optical drive connected to the mother board. (3 months of agony with them) When the service center said it couldn't be fixed, an in-store tech said he could fix it with a new cable which seemed to fix it.

I took the computer in recently to a computer repair shop for an unrelated item and thats when the problem was uncovered. The repair that the instore tech came up with was jamming a piece of wadded paper into the clip on the mother board to hold the optical drive cable in place.

Best Buy said that since they couldn't confirm that he did that since it wasn't in writing, they wont do anything. Even though it was documented that the clip was broken and couldn't be fixed that they originally broke, the repair that the tech made is all they care to focus on.

They are crooks, lie and cheat the consumer, and make sure you verify what they really do in writing, and most important, take your computer to a real repair shop that will respect you and your property!

On February 22, 2018, at 2:09 I called Best Buy, transferred to Geek Squad Department, waited 2 min 44 sec on hold, someone picked up and hung up. Called right back at 2:11, transferred to Geek Squad Department, waited 2 min 56 sec, hung up on again, Called right back at 2:15, transferred to Geek Squad Department, waited 2min 45 sec, hung up on again, Called back at 2:18, asked to speak to a Manager, transferred to secretary placed on hold immediately for 10 min, came back to say please hold, waited 10 more minutes, came back on and asked what do I want, I asked for a manager, waited 8 minutes and disconnected again. Never reached anyone, so there was no reason to called back after 5 attempts. Something is seriously wrong with the staff that is handling incoming calls and the departments responsibility to take calls coming in. I have a TV, and several other things from BEST BUY, and have been treated fairly good when I come to the store. But, who ever is handling the phone calls, decide if you are going to talk to someone or not depending on how they feel or if they are texting someone at work and NOT doing there job. My purchases from here on out will be LESS.. There is no reason for this type of service or behavior coming from a Retailer.

I called 1-888-best-buy for an update on my tv delivery. The man I spoke to insisted I let him speak to my husband. It was the most sexist conversation I ever had and it. The television was in my name, yet he insisted telling me that I could be a vindictive ex-wife trying to gain access to my husband's tv. Then he had the audacity to tell me to calm down when I took offence. Uh, no! Again, the tv was in my name and I planed on it to be a surprise. Families share phone numbers. This was the worst experience I ever had with a company.

One month ago I purchased a new t.v. I am having trouble getting the a/v to sync. I went to the store to try to talk to someone, no one available. I was also interested in purchasing a new phone, 4 best buy employees standing around doing nothing talking to each other and ignored me. I waited about 30 minutes and finally left. Today I tried to call Best Buy to trouble shoot the problem with the t.v. I got on a chat call and was transferred to 3 different people and then was finally told to call the Geek Squad. I thought that was who I was transferred to the last time. I took the number they gave me but haven't called. I suppose since I didn't take out the Geek Squad protection they won't help even though the t.v. is new and under warranty. They need to do better, I spend a lot of money in their store but may look elsewhere now. I sure won't get a phone through them.

I purchased a Netgear Nighthawk in December from our local Best Buy store in Moline Illinois. At the time I was having difficulties with Mediacom but that is another story. The Best Buy sales associate informed me I had 30 days to return the product. When I went to return the item (within the 30 day policy) you can imagine my frustration when the store would not return the item or even exchange it for instore credit. I have read complaints from others with similar complaints only to see that their local store at least returned their product for store credit. So beware. not only have employees given out incorrect information store by store they observe the policy differently.

My mother placed an order on 12/10/17 which was delayed. The email stated that if the order was not sent by 1/3, it would be cancelled. This did not happen. I called 3 or 4 times, and was promised each time that it would be cancelled. Guess it's OK to hold someone's money hostage and not deliver the item as promised.

Order Date: 12/10/2017

ORDER #
BBY01-[protected]

Mary Ellen, please accept our apology for this inconvenience.

We're sorry - your ordered item(s) are taking longer to fulfill than we anticipated.

Please be assured we'll continue to work on this order, and once the item(s) become available we will let you know. If we are not able to complete your order by January 03, 2018, we will notify you and cancel the item(s).

Since there is a delay in getting the item(s) to you, please note that there's a chance your order will not arrive by December 24.

To make up for this inconvenience, we are giving you a $13.00 credit - the amount of shipping the item - which will be applied to your order when it ships.

For more information and additional options, please see the What You Need to Know section below.

We appreciate your patience, and thank you for being a loyal Best Buy® customer.

Sincerely,

Your Customer Care Team

Can't say anything bad about their customer service, I believe they did their best, but this company has to think what to do with their shipping and delivery service because they are awful.
The problem is that the item I ordered wasn't shipped and the most interesting part of this is that there was no reason for not shipping it. It was in stock, it was in their warehouse and never was on back order. Customer service tried to improve this situation, but not even they could do anything for me, but it wasn't their fault.
I don't know who it depends on, but come on, guys, how many packages you have there ready for shipping? Do it and stop torturing your customers. It's not good neither for you or for us. What's the point of this nonsense?

I bought an IPhone X Unlocked at Oklahoma's Best Buy and actually I Paid 100 more dollars than in a Regular Apple Store because I was planning to return to Colombia in the next days after the purchase, When I aked for the phone they actually told me that this phone was going to work in my home country.

Now I am In Colombia, I have been trying to activate my phone the last week I couldn't, I have been calling and chatting best buy technical support every single day since I opened the box of my phone and nobody couldn't resolve my problem, they just passed me to other adviser every single time I try to spoked to them. I called Apple, but they said that is a Best Buy problem. They said that Best Buy sold me a locked 'Universal ' Phone, and that the only Company that can solve my problem is best Buy…..

I don´t understand how Best Buy a big company in United States of America sold me a locked Phone, They even charge 100 dollars more and every time I try to contact best buy nobody care about their clients…

Ordered my husbands Christmas gift from Best Buy and it arrived today in the original box with a FULL blown picture, make, model, everything about the item inside so when my husband arrived at home before me, he knew what his gift was. WHO does this? I have ordered for years online, and never have had an item arrive but only in a plain unmarked box. Another question, isn't this a little risky exposing the contents of what is in the box for any and ? Just very presumptuous on the companies part, careless and lazy. Thanks for ruining my gift for my husband.

Hello,
I purchased a laptop power bar warranty, and the payments exceeded the number of payments. I have documents to prove that. The strange thing is that I was being charged by geek squad not Best Buy for the payments. And I have been trying for a very long time to deal with this but with no success.
I have been to Seattle twice and visited other Best Buy stores for help but non of them could help. Their advice is for me to go to Issaqua for help. But I just couldn't go that far because I was always there on business, I didn't have much time at my disposal.
Can anyone help me solve this issue please? I am fustrated with the running around between Canada and the US, with every one directing me to a dead end.

Bought an Asus computer in June 2017 Since then the machine has been back to Best Buy or 8 weeks or a total of 40% of its time after purchase. During those times, they lost/deleted files even thought they said they backed them up, changed setting, which they did not change back and failed to fix the issues each and every time. When asked both the Geek squad Manager and the Store Manager if they felt this downtime was acceptable neither would answer. They will not honour either the OEM's warranty or their extended warranty, they simply keep trying to fix it, which they can't. Bottom line is they are trying to run out the service contact so they can do nothing.

Best Buy wants to sell you stuff, but they do not want to stand behind anything they sell. Avoid them and their warranties. Go someplace else or shop online, .

On Monday November 13, I ordered and paid for a washer, dryer, delivery, and necessary parts for installation.
This order number was BBY01-[protected]. This purchase is for a second home 3 hours from my primary residence so I have to travel to let the installers in the home. On Wednesday November 15, I called [protected] to confirm delivery time of 8am - 12pm and date of Friday November 17 was still set so I would not be inconvenienced by being 3 hours from my primary residence with no delivery. I was told the order had been cancelled and no real reason was given, just excuses. I made this call on my own and was not notified of this cancellation so I reordered with the service representative and a new order number BBY01-[protected] was established for delivery time of 12am - 4pm and date of Friday November 17. I traveled to the installation property and waited all day November 17 and no delivery was made and I was not notified. I called [protected] at 4pm and the service representative told me the installation had been moved to Tuesday November 21 between 8am and 12pm. Here I was stuck 3 hours from home at 4pm and the failure to deliver which I had made extra effort to avoid happened and I got no notices by phone of the reschedule. I have renters coming in this property November 22 so the November 21 installation is a must, it cannot be messed up.
I expect a phone call to [protected] to discuss this mess and why I have been treated so poorly. I paid for this in full and am being given a major run around by best buy. Very disappointed. I expect best buy to compensate me for this unthinkable mess-up. Now I have to pay for someone to be present November 21 between 8am and 12pm, what a mess.

So this morning I ordered the Zelda amiibo from Amazon.ca and when I saw this post, I ordered the Majora's Mask from bestbuy.ca. Even though there was a $7.99 shipping fee with it... but then I realized I could cancel the amazon order and the best buy order, place a new best buy order and get free shipping with Zelda and MM amiibo together (total would have been over $35).

So I tried to cancel my best buy order right away (Like 1 minute after placing it). I clicked the "cancel" button and it gave me the message "Cannot cancel at this time". The cancel button then disappeared. Called Best Buy customer support, they told me once that button is gone, it's impossible to cancel the order. The first girl I was talking to was very unsure though and said she would ask a manager. Put me on hold a while, came back and said that she thought maybe the managers were in a meeting and I should just place another order.

I tried calling back again, feeling as though my concern wasn't properly addressed the first time and there was still hope in cancelling my order. The next guy just kept saying there was nothing he could do, there was nothing a manager could do, I was just screwed basically.

Wow. I had no idea they operated like that still. It's an online world and they need to catch up! Look at Amazon... they give you a nice comfortable cancel window. I actually cancelled an Amazon order today - 6 hours after placing it. No problem!

Anyways... thought I would vent because it's pretty ridiculous not being able to cancel an order RIGHT after you place the order. I mean, what's the point in even having a cancel button? How hard would it be to implement a rule with the purchasing department? "Only complete the transaction if it was placed 1 hour ago"? Or just design the incoming transactions that purchasing sees to be displayed an hour after the order is placed! Problem solved!

I stopped in the South Brunswick New Jersey store around 5:00 PM yesterday to buy a Go Pro camera. When I arrived the attendant at the door pointed me to the area they were in. They had only two left stored in a glass locked cabinet. While I was waiting I was looking and grabbing the accessories I would need. I waited about 10 minutes and went back to the front and ask for assistance. He seemed to make a call to get me help but after 10 minutes no one showed up. I put the accessories back and walked out the store and will buy from Amazon this morning. It was not like the place was crowded as I was one of the only customers in the store. I do not know how you think you are going to stay in business this way as you lost an instant sale and of course I have no plans of returning to your store again.

I called in to cancel my Geek Squad Home Membership and my experience with the customer service call centre was atrocious.

Every person I spoke to had a poor attitude, and seemed disinterested in helping me. I was passed to multiple people who refused to help me and continued to pass me to different departments. I was hung up on 3 times by 3 different agents. I spoke to a supervisor named Natalia, employee #VY0379, who passed me off to yet another department, which was followed by an agent named Rose with a very poor attitude. She told me that I was not able to cancel my membership and told me to call the store or check the website to find out why. She also made up a reason why she assumed I was not able to cancel – assuming that I paid to get my computer fixed and now I’m locked in for 6 months. I asked her to assist me with navigating on the website, and was spoken down to, as if I were a nuisance to her. I reminded her that Best Buy/Geek Squad has a policy to provide unparalleled support 24/7/365, and she told me that cancelling a membership does not qualify for support, and then she literally hung up the phone on me as I was asking for her Employee ID number, preceding by her telling me to "have a nice day".

I am working on submitting a formal complaint to the company. My phone call with Natalia and Rose ended at 3:40pm EST on October 11, 2017.

I am an elite member at bestbuy and in the past, when i purchase anything at best buy with their credit card, I was waiver restocking fee as one of my benefits.

Last week, I bought a telephoto camera lens online and when i got it, i realized was a little stiff on the zoom. Thus i decided to return it. I was told there was a restocking fee that was recently implemented on camera lens even for elite members. Most customer had to sign a form in the store that they are aware of the fees. I told him I ordered online and i never approved of such forms. He said then maybe you can call corporate and talk to them since you were not aware of such restocking fees.

I called the number and spoke to 2 agent and they both said it was on the website and i should have looked at it before I bought it. I went back to check and saw a small notice at the end saying heads up about restocking fees but no mention of new policies implemented to elite members or specifically pertaining to this lens.

Now I have to pay 135 dollars for the restocking fee that i never was made aware of and never approved. I feel they are not transparent of their fees and all new fees should be approved by the customer before buying any product. IF they had done that in the store, i would not have purchased the lens there and maybe have gone somewhere else.

Very disappointed and probably will no longer be a loyal customer to best buy.

This morning (9/20/17) I had a new Samsung washing machine delivered to my house in Baltimore in the basement. Two delivery men came, one asked me to take the railing off of my delivery wall. The washing machine in question was so tight it nicked the paint on the wall which the delivery agent reported to me. I just purchased this home and moved in on September 16.

I have been home all day working. I just went to the front door and see that a piece of my white marble front stoop has BROKEN OFF. This damage was caused by these agents as they carried the washer inside my house. It is damage that is completely unacceptable and unprofessional and for which I want to be compensated. Please provide me an email address where I can send a photo of the break and damage to my stoop.

I am attaching photos and will wait to hear from BestBuy about this.

Thank you.

07/16-Purchased 2 phones at Best Buy
08/16-Noticed Geek Squad charges for $10.99 on bill.
09/16- Called Geek Squad and was told that if I wanted to cancel the service that I would have to go to store. Went to Best Buy and talked to help desk who tried to get me to keep the service. I asked what it covered and he said that he was not sure and he called the 800 number. I talked to Joe #931393 who told me that my plan, [protected], covered both phones 100%. I specifically asked about broken or cracked screens and he told me that the plan covers 100%. I was assured that EVERYTHING was covered.
09/17-Broke screen. Went to Best Buy and was told that the plan does not cover 100% and that I would have to pay a $60 fee.
I feel that I was lied to so that I would not cancel the plan. Would like the phone fixed and covered 100% as your rep. told me it would be.