Anonymous

Customer Service

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We bought a floor model refrigerator 2 years ago AND the extended warranty. In January fridge broke. Geek squad said it was the fan. Ordered the part. Almost 2 weeks later and a ton of spoiled food, Geek squad says part NO LONGER AVAILABLE so they'll give us our $$ back(over $900). Since we can't replace what we have for that, we went to Sears Outlet and bought a floor model for $1100 figuring we'd apply the $$ we got back from Best Buy. Now they say store credit only!?!? Horrible horrible customer service! I will tell everyone I know!!
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Reason of review:
Return, Exchange or Cancellation Policy
Greg W Ogk
map-marker South Charleston, West Virginia

Remote auto start install

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On December 21, 2017, I ordered Compustar - CS4202-S-KIT 2-Way Remote Start System with Tilt Switch and Geek Squad® Installation from an online email I received from Best Buy Deal of the Day. The following week I received an email that part of my order had been delivered to the store and I needed to pick it up. I went to the local store a few days later and an associate at the store told me that I did not need to pick it up since it was an install and I could wait for the other piece to come in , that he would extend the date until the install day so that the products would be there for the install. Last week I got an email stating that the second part of the order had arrived at the store and if I didn’t pick it up they were going to put the order back in stock and refund my money. I called the store to ask them if they could extend the time until the day of install which was scheduled for today January 17 at 2:15 PM , and the associate told me no , that there was no way to extend it and that I needed to come and pick the order up or they would put the product back in stock and issue a refund to my credit card. Therefore, I proceeded to the store one day last week and picked up my order and brought it home with me. Today I went to the store for my install appointment at 2:15 PM Geek Squad confirmation code GSRS2-f2a38255. When I got to the store I was informed by an associate that the person doing my install was not there. The associate said that the person didn’t show up for work, didn’t call ,and they did not know where he was. I think that somebody in the store should have picked up the installs that were scheduled for today and contacted the customers to tell us that the installs could not be done today because the associate that does the installs was not at the store. I spoke with an associate manager and he reschedule my installation for next Thursday the 25th ,which I think is too late since I have already waited so long. I also think that I should be compensated for my time and trouble . I came out in the snow and ice today and this install has been a problem through the whole process. I’m 60 years old and never have I been treated by a retail store in such an unprofessional way. I was in retail sales most of my life and I never would have even dreamed of treating a customer in this manner. I also had seriously considered purchasing a back up camera and monitor from Best Buy, but now I’m having my doubts if this is the way customers are treated at this store. Thank you for your time. Your prompt attention and response to this email would be greatly appreciated. Sincerely, Greg Wolfe gwolfe76@***.com
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Pros:
  • Price
Cons:
  • Entire experience
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Atreyu Hyu

Web site accepts laptop orders that BB cannot / does not fulfill

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I ordered a Black Friday sale laptop at noon on BF on the web site. The web site and subsequent emails implied the sale was accepted and I would be notified when the laptop was ready for pickup.

The following day BB sent email that the item was not available and that I could cancel or change the order. If they could not fulfill by Dec 3rd, then they would automatically cancel it. Bummer -- I could have bought a BF sale laptop somewhere else if BB let me know within a few hours instead of waiting a day. I canceled and ordered a refurbished Dell laptop from the BB web site a few days later.

The same thing happened, except that it took about two weeks for them to send the email saying they might not be able to fulfill the purchase. I can somewhat understand the Black Friday sale item not being available. But the refurbished Dell laptop is a mystery. I recommend two changes: 1.

The BF sales of major items (say, $100 and over) should either not be accepted online; or there should be an employee at the retail outlet pulling the ordered items to a holding area in real time. Not 12 hours later, but right away. This would allow BB to notify the consumer in an hour or so if something isn't available. 2.

The web site should sell items such as the refurbished Dell that aren't available.

This seems so basic that I feel ridiculout typing it. But seriously BB, WTF?

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Pros:
  • Web site design
  • Friendly phone support employees
Cons:
  • Failure to deliver products sold on web site
Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

1 comment
Atreyu Hyu

Corrections to my original statement which I should have proofread more carefully:

2. Best Buy's web site should NOT sell items such as the refurbished Dell that are not available.

This seems so basic that I fell silly typing it. But seriously, Best Buy, why do you do this?

Anonymous

No Pick-up personnel at pick-up counter, Santa Maria, California

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I ordered a Roku on-line and was told it would be ready for pu in an hr. when my very busy schedule permitted, I stopped in at BB and there wasn't even a counter person at the PU counter. There were alot of people in the "Returns" line that were being helped by only one person. I asked for the counter person and she tried to comm them twice when she left the people she was helping to come to PU counter to look for my Item. She could not locate the item in the pu rm so I told her to cancel my order and walked away, I decided to go back and make sure my order was cancelled when a manager/employee brought the item I had ordered from stock (it did have my name on it). I changed my mind and purchased the item and left. The Santa Maria employees seem so laxadaisical to the customers and are sarcastic when you question something. I asked to speak with the store manager but was told she was on an important phone call and could not talk and that I should talk to the manager on the floor who had brought my item. I think the personnel in this store need training or new management. I will never order from BB again and will not visit this store again, ever!!!
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Reason of review:
Poor customer service

Preferred solution: New management or better trained staff. I seen staff standing around talking!

Cleavon Smy

Don't try to get a refund on a returned item.

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Purchased a Chrome Book for Christmas. Couldn't be delivered and was returned to Best Buy.

I Received an e-mail on Nov 17th saying they had received the item and a refund would be issued. I t is now Dec 11th, Best Buy has opened two different Case numbers and I still do not have my money back. When you call customer service they keep asking you to hold for a few minutes while they check on something- then 10 minutes later they come back on the line and do it again. The intent is that you will get sick of waiting and hang up.

STAY AWAY FROM BEST BUY AND DON'T DO BUSINESS WITH THEM. Their customer service is non-existent. It is not the employees fault so much as the company policies.

The only thing they do efficiently is bill your credit card. They have that down.

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Loss:
$240
Pros:
  • Selection
Cons:
  • Cancellation and refunds
  • Procedures and policies concerning ordering
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

They are certified scammers who like be to scam people and live happily. It needs to shut down

Anonymous
map-marker Poughkeepsie, New York

Instax Mini Film 9

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Good day, I have ordered a big box of film last week for my camera, there are 4 packs of 10 in the box! When i used my first pack there were only 6 film in the pack instead of 10 film! I have ordered this film because I purchased the Instax mini 9 from you as well and I am verry happy with my camera but when I realized there was not the same amount film in the box as described, therefore I would like customer service to assist me with this situation! Please assist me, because I payed for the film I dont have! Thank you very much! Kind regards Taryn
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Loss:
$40
Pros:
  • Ordering it
  • Appliance
Cons:
  • Finding out after the buy
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Aadya Wia

Best Buy, experts on false advertising

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Best buy is guilty of false advertisement. I recently bought a computer from their website claiming it has an NVIDIA GEFORCE GTX 1080 ti, but instead they sent me the computer with an MSI GEFORCE GTX 1080ti... basically a ferrari with a toyota’s motor!! I filled a complain with the BB TODAY.. the dumb *** say they wont help me because of the time frame on the returns or exchange.. thetime does not apply to lying customer defrauding them and then tell me in my face i screw you when you bought it and I screw you again right now. I can’t help you ...damn ***
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Pittsburgh, Pennsylvania

Poor customer service

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Interesting the geek squad support blog has NO current posts. They delete anything contrary. Bought an in store open box tv. Never got delivered. No one knows where it is. Best Buy says wait. How long will that be? 3rd reschedule now. Filed a fraud complaint with my credit card company for non delivery. I expect a fight. NEVER EVER have something ordered and delivered!!!!!! In store pickup at time of purchase!!!! Just Best Buy playing with your money for as long as possible. Willing to go to the store and pick up. On hold for an hour so hung up. Guess I could make a 3RD trip to store and have them tell me be patient. I hate being placated. mba/cpa/controller
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Pros:
  • Sales staff
Cons:
  • Delivery
Reason of review:
Problem with delivery
1 comment
Guest

Agreed. Best Buy has the Worst phone support ever. I have driven to the store twice while sitting on the phone waiting for someone to answer.

Derrick B Rkq

Best Buy didnt honor thier tv Warrentee

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Updated by user Nov 25, 2017

Sorry for all the typos. I typed it with my cell phone!! Did not check it brfore I sent it.

Original review Nov 25, 2017
I called about my tv that wad still under warrantee. They gave me the run around and took my tv and as of today I still dont have a replacement.

I called to report my tv not working in the end of october 2017. By the end of November 2017 a month later my problem still haf not been takin care of. When I first called them they gave me a diagnosis for my tv over the phone without coming out to see what was wrong. Then the day they eere suppose to cpme out they cancel.

Then two weeks later they send someone out. They said that the phone diagnosis was wrong and tell me we they have to order another part. Now we going into a mpnth eith no tv. So on the 3rd week I called corprate to ecplain my problem, the tell me they will set ip an appointment for that following Saturday.

They daid they would bring me out s nee tv and replace the old one. Well you know that did not happene. They det it ip thrn cancelled it without informing me. I contacted with a service man they said they dont see an appointment for a delivery of a nee tv.

I called bedt buy in Bridgeston. They daid it was set for ecchange. I take my tv into Best Buy Bridgeston they cash it out and cancel the ticket. I get no mpney, no tv, no exchange of tv.

They tell me they ate gping to call the Corporate Office, they then day I will have to wait about an hour on hold. Then they come back and could not get any imformation from Corporate and they need a junk out number after Ive been waiting and dealing with Corporate all month and now Bridheton is giving me the run around. STILL NO TV. They tell me noeafter wainting an hour Corporate wants me to call them and get a Junk Out number because they can't give it to them.

I have to get it. So I call customer service she said she called around to a few diffrent departments and none of them could help. My God that took about an hour for her to come back with I CAN'T HELP YOU!!!. She was very patient all this on 11-25-17 betwee 9:3]am and 1pm.

I am so disappointed in a company as big as Best Buy they dont honor their warrantee. I called Corporate twice during the week and I had to hold onto the phone a whole hour each time, because thats the department that handle ecchange so they just take as long as they want and make you waiy!!!
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Reason of review:
Warranty issue
Anonymous
map-marker Lexington, Kentucky

Bait and Switch

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Went to buy an advertised TV. Got inside on Thanksgiving night right at 5 when the store opened, got a ticket from the sales associate that verified that they had one, got in line to pay for it and when I got to the register an asst manager came up and said I needed a ticket to buy that particular TV. I showed him my ticket and he said well you still cannot buy it bit can buy any other TV. I expressed my opinion, he called another manager who had the same script. Again I was told I couldn't buy the TV I was holding a ticket for but was welcome to buy any more expensive TV. Typical Bait and Switch!
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Anonymous

Unsatisfactory Purchase of Samsung Smart Phone

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I purchased a new, unlocked, AT&T compatible Samsung Galaxy 6 from Best Buy not realizing it wasn't carrier certified, and it arrived without the standard Samsung or AT&T software. It looked like the software was written by one of the assembly line workers and has no adjustments for basic user interface, accessibility, fonts and so on. After a lot of effort, Samsung upgraded/updated all its software, but AT&T won't. Don't buy one of their unlocked phones expecting to get the real deal, because it isn't. Buy a carrier certified phone and then have them unlock it. My main complaint is that there was no notice or information about this on the Best Buy website when I purchased the phone. Had I known, I wouldn't have bought it. Also, the extended plan, Geek Squad contact was barely literate and the attitude was, "well you stupid, you bought it."
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Loss:
$400
Pros:
  • Original offered price
  • Fast and free shipping
Cons:
  • Finding out after the buy
  • Lack of full disclosure
  • Failure to disclose product details before purchase
Reason of review:
Not as described/ advertised

Preferred solution: Exchange for a phone that is AT&T compatible

1 comment
Guest

What! This doesn;t make sence. It's AT&T compatible, but AT&T won;t accept it!

Anonymous
map-marker Buford, Georgia

Why Best Buy is actually the worst Buy!

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I bought a Soundbar 2 months ago and it started loosing sound. I was just told they dont stand behind the product, it would have to be the manufacturer. What kind of service is this? I should have reviewed before i purchased. It will never happen again.
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Reason of review:
Bad quality
Anonymous

Horrible, Horrible, Horrible, Horrible, Horrible, Horrible.

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Went to the Best Buy Store in Hammond, Louisiana on November 1, 2017 to purchased the Fitbit Ionic Smart Watch. I told the sale person that I would to buy the watch. Instead of coming back with the watch, he came back with his supervisor. The supervisor asked me was I really going to purchased the watch or just try it on. I was treated like a *** on the street or an homeless person. I told him that I came to Best Buy to buy a TV and the watch. However, I purchased the TV and went next door to Target and purchased the watch. I feel that I was treated unfairly.
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Reason of review:
Poor customer service
Anonymous

Miss information

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I tried to get a packaged shipped to my new address and was told by 2 customer service people on 2 separate days that it could be done, just had to wait a couple of days. When I called 3rd time this person told me the other 2 were wrong. I would just get a refund and my order for on sale item would be canceled and credit given. Long story short I will never buy from Best Buy again ever. I will find another source for my technology. I will use Micro In Columbus Ohio. They have all the tech I need and their service is great.
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Reason of review:
Poor customer service
Sabrinia Hco
map-marker Maplewood, Minnesota

TV didn't work right out of the box

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Sunday Oct. 8, 2017 we took our new TV out of the box, plugged it in and there was a spider web looking black thing across the screen. I thought at first it was part of the cartoon that had come on. Then I realized the tv was defective. The screen itself looked perfect no cracks on that. So we packed it up and took it back to the Maplewood, MN store where we bought it. The first girl who helped us said ok I just have to have my manager sign off on this. Nico, the manager came over. Plugged in the tv and said you impacted it. I said what do you mean? he said you hit it. I said no, we took it carefully out of the box and plugged it in. We had charged it on our Best Buy card. I explained that on the Best Buy credit card info it said you can return damaged goods to the store or mail it back. Nico said no they wouldn't take it back. He then sat there playing with a fidget spinner. I asked to talk to his manager. He got Justin who had on a geek squad shirt. Justin said well Nico I leave it up to you if you think we should let him return it. Nico said no. continuing to play with his fidget spinner. Now I am a 100% disabled Viet Nam Vet. I walk with a cane.. Nico said you can leave, we are done here. I said no, the tv is defective. Nico said you leave or we will call the police and have you removed. I said fine, call the police. So he did. I walked out to my car to wait for the police. Nico followed me saying if you get in your car I am taking a pic of your license plate and the police will come to your house and arrest you. He is saying this loudly so other people in the store are looking at me. My 19 year old grandson was with me and was angry at how I was treated. I waited for the police, told them what happened. He said to call corporate. He apologized for how I was treated. My grandson was with me because I bought the tv for him to use. His dad, my son died of cancer recently. So I bought the tv for him, my grandson. I am in no mood to be treated so rudely. I have done a lot of business with Best Buy but after this...I don't think so. Because they asked me to leave , they have the tv there along with the box and receipt. I called the credit card company, they said they would contact corporate but so far no one has contacted me and this was last Sunday, it is now friday.
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Loss:
$119
Pros:
  • First girl that helped was very nice
Cons:
  • Nico the manager who was rude and played with his fidget spinner
  • Unwilling to repair or replace defective product
  • Rude employees
Reason of review:
Damaged or defective

Preferred solution: I decided I would buy a Smart tv for my grand. so if they would deduct the cost of the defective tv from the cost of a smart tv I would be happy. Just don't ask me to go to Maplewood. I have PTSD and after them calling the police I wont go to Maplewood

1 comment
Guest

I am still waiting for a response. After letters and phone calls there has been no letters or calls back offering a solution.

Nothing. I contacted our state attorney general.

They are now handling it. Hopefully she can get this resolved.

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