Anonymous
map-marker Lewisville, Texas

THE WORST Customer Service

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I bought a 70 inch tv and had an issue with the screws on the back of the tv to get it mounted. I called the Best Buy in Lewisville, TX and the customer service rep told me to bring it in and someone will take a look at it and that we could exchange it if it doesnt work. We brought it back and everyone we encountered there was rude and obviously never received any training in customer service. One of the employees had the nerve to say to me, my manager will be coming out to speak to you. I asked him a simple question of what the status of my tv was and he responded, "Well Im not going to play telephone with you because my manager will be with you shortly". Then the manager comes out and is even worse than his employee but now it makes sense to me because their poor attitude and incompetence starts from the manager down to the employee. My issue with what occured was the customer service rep I initially spoke to did not provide accurate information which made me have to drive over there to get treated horribly by their staff and then having to bring the TV back to my house when all of that could have been avoided and my time not wasted on misinformation provided by the customer service rep and then be spoken to with such hostility and uunwillingness to help a customer after the purchase has been made. Best Buy needs to invest money into training their employees on how to provide quality customer service. Best Buy is not the only place that sells electronics nor matches a competitor's price so maybe their employees needs to understand that. Bad customer service equates to decrease in customers, therefore decrease in sales which leads to decrease in staffing.....
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Reason of review:
Poor customer service
Anonymous

Best Buy has very poor customer service

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I purchased an item in mid Sept., 2017 from Best Buy. Returned it a little over the 15 days refund time allowed. Given a store credit which I accepted. Placed an online order in store for the item actually wanted. Also gave my new address. Item was shipped to old address and I went through a series of phone calls to Best Buy trying to resolve the issue. During my first call to Customer Service I was on hold waiting for a rep. and when I finally spoke with one was put on hold again. Rep. came back and stated he couldn't resolve the issue and that I would have to go back into the store. Asked for a supervisor, but was connected to the store. I asked for a manager and explained the issue and was told the address wasn't changed online, but he would change it and attempt to get the item to me. Waited several days, but it didn't show up. Called what I though was best Buy Corporate office and end up getting connected to customer service. Rep. tracked the order down and informed me it was sent back to the warehouse and couldn't be reshipped. I was offered a refund on my card and a $40 gift certificate for my trouble. Again I waited for the refund and it never showed up in my account. Called again and the rep. stated she would fast track it in 24 hrs. and that didn't happen. On 10/24/17 called again spoke with a rep. that stated it may take 30 days due to the billing cycle. Asked for a supervisor and finally spoke with someone that seemed to be able to come to a resolution. He told me the store for some reason did an override which wouldn't allow for a refund. I should note none of the previous reps. stated that. Now I was offered a gift card in the amount of the item plus an additional $10. Call after call after call about something that wasn't my fault. Given wrong info. time and time again. In the end all I get is an apology , no refund and on the 10/24/17 call $10 for my trouble. I've concluded Best Buy policies are among the worst in retail. They have a poor refund policy, take longer to ship items and issue refunds. In my case they made mistake after mistake and had no system in place to get a cash refund. I know I'm not the only one that have had those type of dealings with Best Buy. Many competitors offer better customer service and refund policy.
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Loss:
$50
Cons:
  • Inaccurate info give by both the store and customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Okemos, Michigan

Bad return policy

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I tried to return some Sony wireless headphones I bought my wife for Christmas. Purchased on December 14th 2017 and tried to return them on January 18th 2018.

I explained how they worked fine at first then wouldn’t hold a charge. I was skeptical about buying them but the salesman said I could return them if they didn’t work out. They wouldn’t let me return them with receipt or give me in store credit or even exchange them. I asked to speak to a manager he said the same.

Gave me an 1-800 number to call and said good luck sorry. I told him my family and I will never spend another dime at worst buy!

They could care less! Buyers beware!

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
MattD78

Best Buy has a 15 day return policy, this is clearly stated at check out and on the receipt. Also after that return policy as someone else stated that is what manufacturer warranties are for.

Guest

Complain to the manufacturer of the product.

Send them a letter regarding your issue.

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Jazmaine Plt

*** customer service

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I called Best Buy customer service about 5 times to speak to them about a promotional offer that I got sent to MY email address, while I entered in information about my boyfriends credit card since I haven't and do not plan on applying for one.. I wanted information on the credit card promotion (which was if you spend over $500 in the first 90 days of applying for a credit card, you get a $50 gift card) which I was asking how we get that credit, and he kept saying ill have to call back tomorrow with my boyfriend but I kept telling him I had questions about the offer not my boyfriends account and that I understood he couldn't give me information on his account without his permission, and he started to become a smart *** and said that it was an offer on my boyfriend account, which it wasn't cause it was sent to MY email address. And so I told him that they sent it to my email address and he simply just didn't want to deal with me so he said "ok then please hold" and put me on hold for 5 minutes which I knew why, because he knew if he put my on hold long enough, that it would hang up on me sooner or later. what terrible customer service, we've spent thousands at Best Buy and are reconsidering even shopping there anymore. hate representatives, and foreign ones too who don't know what they're talking about.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Worcester, Massachusetts

Hideous

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All I wanted to know was if a TV I saw on their website was available at a nearby store, which is about half an hour away. So I thought, call first. If they didn't have it in store I was going to order it from them. Could not get through to them online or by phone to save my life. By Providence I finally got a human on the phone who quickly transferred me and then I was quickly disconnected. Called back a second time, used the same James Bond extension and no one would answer...they knew it was me.... Could not find enough information on their website, it says they can't give accurate in store availability info. They're a mystery even unto themselves. I guess some guy in the warehouse broke his pencil lead and they lost track of all their inventory. All for want of a pencil sharpener. Perhaps if they merged with Staples.... I wasted so much time. I discovered their phone number is a sham, you'll never get a live person that way, even if you know the 4 digit extension you want. Trying to contact them online is a joke also. Then I started reading all these customer complaints with the same/similar issues. People are genuinely p-o'd and Best Buy has turned a deaf ear. I figure I'm much better off just going to Walmart...or probably any other store. Lord forbid if I bought an expensive TV from them, like I had planned to, and there was any sort of issue about which I needed to contact them. I'm sure I'd end up stuck with a piece of garbage and lose my money and have no recourse except maybe small claims court. Whose got time for junk like that? No doubt Best Buy banks on that. Hard to figure how they stay in business. I've purchased from them before but I will never do it again. Hit and run retail. But to me the biggest deal breaker is their arrogant attitude toward customers and prospective customers. As if we HAVE to buy from them because no one else on Earth sells TVs and cell phones. Remember Radio Shack, Lechmere's, Tweeter's, Circuit City, to name just a few? Best Buy is not invincible, the same thing can happen to them. I hope it does.
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Reason of review:
Poor customer service
Anonymous

Dead computer 17 days after purchase.

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Purchased an open box computer. Day 17 of ownership, computer does not operate. Call best buy in Jacksonville where purchased. Basically told 14 day return policy. Too bad, not our problem as it is now 17 day since purchase. No wonder brick and morter stores are in trouble. No more Best Buy for me.
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Reason of review:
Return, Exchange or Cancellation Policy
Annalee Ews

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

1996 website

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You need to help Best Buy get out of 1996. I purchased a dishwashwer online. Hello, it's 2017. I was given three different appointments. None were correct. I had to call but was given five different answers. I have wasted a total of 9 hours trying to get this dishwasher I purchased. They then told me to cancel and reorder. I couldn't because the 1996 website would not allow it. I had to call again. I went to Twitter in the meantime to see if they could help. They were even more unhelpful. The phone folks told me to go in the store to buy it. No. Again, this is 2017, not 1996. The local store finally did a phone order for me and said they could deliver by Nov. 6. But my refund was being held, because they told me to cancel and reorder! Now I called to finalize the order and they said it's not available until Nov. 11 and that isn't even a guarantee. So all this hassle for a dishwasher I could have purchased online at Amazon and it would have been delivered and installed in less time than it has taken me to deal with the jerks at Best Buy. Get it together, Best Buy. We have no time for ineptness and lack of response from your sorry Twitter team and a website that is not up to 2017 standards. You've screwed with my construction timeline because you are liars and don't know what the other hand is doing. We have options to go elsewhere.
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Complaint

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So i purchased a tablet o. DEC 23 CASHIER RUDE AS EVER.

OPEN UP CHRISTMAS DAY IT DOESN'T WORK. I TAKE IT BACK THEY SAY THEY CANT TRACK CASH. WHEN I CHECKED OUT THE CASHIER SAYS DO YOU HAVE BEST BUY REWARDS I SAY NO, WHAT IS IT, SHE SAYS NOTHING..

WELL NOW MY 7 YEAR OLD HAS a broke tablet an im out my cash. Best buy is horrible

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Reason of review:
Damaged or defective
1 comment
Guest

I assume you are trying to return it without the receipt they gave you. It isn't the responsibility of a store to keep track of YOUR receipts. They could have confirmed your purchase date if you had used a credit or rewards card but since you didn't you need YOUR receipt to verify the purchase date and that it is still under warranty.

Anonymous

Appliance Delivery - Not

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Attempted on 2 separate occasions to purchase dishwasher. First time was in Sept and after 3 weeks they could not make delivery due to outsourcing their delivery and installation. Fast forward to November and gave them a second try. Nothing has changed. Recommend to use a retailer for appliances that has their own delivery and installation crew. Tried PC Richard and they were able to deliver and match the price, getting it right the first time. No return call from their corporate, and no return call from store manager. They use a outsourced delivery/install company in the northeast called XPO. They called us 5 times the day before the delivery was to occur this last time to confirm they would be their between noon and 4 PM. I called the store manager at 4:00 and he said he would check on it and call me back in 30 minutes. No return phone call. At 5pm my wife received a call from the delivery team now that access was no longer available and beyond the window they committed to. The callers were laughing as if intoxicated making us wonder if it was a prank call. They called back another 3 times, being even more obnoxious and unprofessional.I called their corporate office and they said they would escalate and I could call them at the same number in the morning. After leaving multiple messages the next day, I decided to check with PC Richard. They were able to fill the order and deliver/install the goods on a short notice as they have their own drivers and installers. This experience makes me happy to know that online retailers will eat these guys for lunch if they don't get their act together. My summary, lower your expectations if you use this retailer as they failed me twice.
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Loss:
$3200
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous

Horrible customer service.

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My boyfriend and I went to Best Buy in Montclair, CA and we went to the car stereo section to buy a new stereo for his car he had just purchased. We waited around, and no one came to help. Finally, I went and found an employee and asked him if we could get some help with the car stereos. The employee says to me, I can’t, but I will get you someone that can. We waited around 15 minutes and still no one came to assist us. The system we wanted was locked in a cabinet so we couldn’t do it without an employee. We ended up leaving without any help. It wasn’t even busy. Super annoyed. We are now driving to another Best Buy. I won’t ever come to this one again.
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Reason of review:
Poor customer service
Aleksia Qpt

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Verified Reviewer

Worst experience ever!!!!!

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Spoke with customer service. They were nasty and did not helped at all. I placed the order for Ipad and Chromebook laptop, and 2 hrs latter that order was canceled without reason. I also applied for a CC with them, and got approved. After I have received the confirmation email I wanted to check my order and I saw that order got canceled. Customer service did not answered what happened, and they were very rude. Do not buy from Best Buy!!!!! I bought a lot of things online and never had a problem before. At the end of the conversation they even hung up on me. I will never buy again form Best Buy!!!!!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Garner, North Carolina

Faulty dishwasher install and horrible customer service

This review is in regards to their customer service after a faulty dishwasher installation. My new dishwasher was installed on a Wednesday. On Saturday I opened the under sink cabinet to get cleaning supplies to find the entire cabinet filled with a water puddle. Water was dripping constantly from the connection between the sink and dishwasher. I immediately called and they said the third part installation service would open at 9 am and they would get someone to handle a repair for me. I have literally spent my entire day on the phone trying to find someone to fix this faulty installation. No one has provided any help other than to tell me that I can wait 4 days for the next appointment. I have tried to shut the valve off and that slowed the leak but did not completely stop it. This is a huge issue as my house is currently for sale. I was installing the new appliances to make it more attractive to buyers. Now my cabinets might be ruined. I cannot have the home inspected as planned until this is fixed because of the leak. This is a nightmare and all I have gotten from Best Buy is some lame apologies. In my line of work when a mistake is made it is expected to be corrected immediately. This is a simple mistake, but making me wait for 4 days to get it fixed could cost me in the sale of my home and that is unacceptable. I explained this to several people over the phone. I've talked to every supervisor anyone would transfer me to. I even spoke with someone at their dispatch warehouse. No one cares enough to get the job done right. I will never shop from Best Buy again.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Terrible Best Buy Customer Service

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Purchased a small computer 12/19/2017. Item went on sale 12/20/2017 for $10 less. Took my receipt and item to the store for guaranteed price match refund. Customer service man was rude and refused to either match the price or refund my purchase. He disrespected me in words and actions. I was shocked and angry with his attitude and unhelpfulness. Tried to find the email address of the Best Buy Corporate Office to file a official complaint, but there isn't one. I was told I would have to contact the branch office I had purchased my item from.....the one where the nasty customer service rep was working. What a scam. I am stuck with an item I don't want and can't return. Best Buy has sunk so low, and the worst of it is that they don't care whether customers and treated decently or not. With their attitude the company will certainly fail soon.
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Loss:
$10
Cons:
  • How i was treated by customer service and manager
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

New dishwasher not level

My new LG dishwasher was installed 2 days ago. I had ordered 3 new appliances.

Today, when I went to wash dishes, the dishwasher wouldn't close, it keeps popping open. I'm told it is probably not level. Now my service appt isn't for 6 days. Nice to know I spent $149 on install and I can't use it for a week.

It took 4 calls to get the appt scheduled. One representative disconnected but didn't return my call when my phone number was entered on the order number I had supplied. Why am I supposed to type 100 words when I don't need 100 words to get my complaint across?

Is this to keep people from submitting complaints? Do you think this will deter people from voicing their dismay?

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Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous

Couldn't get anyone to answer questions.

Drove a half an hour to Best Buy, Daytona, FL. Asked the woman in TVs if someone could answer a couple of questions. She said someone would be right there. Waited 15 minutes, no one showed. Asked her again and she said they would be right there, waited another 10 minutes. Saw plenty of sales people on the floor but no one came over. Went back to the woman she said she was sorry and someone would be there shortly. Needless to say I left, sales people were busy talking to one another instead of helping the few people that were in the store. Only way I'll be back is if I know actually what I want. They have not helping people down to a science in that store.
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Reason of review:
Poor customer service
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