Best Buy
Reviews and Complaints
Incompetent, Lazy Horrific Customer Service
A letter to the CEO regarding horrid customer service
Good afternoon Corie,
I had previously sent an email in response to:
Destini
Executive Resolution Specialist
Best Buy Customer Care
Phone: (612) 292 - **** | Email: BestBuyCorporateTeam@***.com
Oddly her email signature did not include her last name.
I included you on the email, however I wanted to separately send an e-mail with response included. I feel as the Chief Executive Officer of Best Buy, it's important you are aware of how customers are being treated by the support and executive employees.
My interaction with Destini did not feel like an executive level interaction, and my experience with the support team was less than professional. This is the first time I've ever expelled the energy to reach out and discuss an issue I've had with a company. I usually mental note to not use the services again. It takes one bad experience for me, and I won't go back.
However, this experience pushed my limit, and I am hoping as the CEO you find this experience as unacceptable as I do.
After my interaction with Destini, it's not about the refund or compensation for my bad experience. It's now about making someone aware of a sever customer service issue within Best Buy, and hoping the course is set to fix it. No one should have to go through what I did just to get an address changed on a package because of a system glitch at checkout.
I want to thank you in advance for your time. Please see below.
Good morning Destini,
Once again, disappointed.
But, I am not surprised by the information provided in your email. It verifies several thoughts I had during our conversations. Thank you for the validation.
The main validation is, you did not listen to one thing I had to say regarding my experience. The fact you quietly laughed yesterday at my distress over the entire situation was very telling and off-putting.
Especially after I shared with you I was disabled and had severe anxiety.
The below statement is verification that anything I said in regards to my issue with Best Buy was completely ignored, and fell on closed ears.
"Best Buy does not compensate for time, as we never want to put a monetary value on what our customers time is worth."
My complaint and issue are not about "time". The incompetence, laziness, and inability to resolve an issue over the span of SEVEN days is my issue. Not to mention being lied to and almost deceived by the Best Buy customer service department at the direction of a supervisor.
My experience while dealing with Best Buy is unacceptable.
Yesterday I asked you if there was anyone else I could speak with in regards to this matter. You paused and responded, "There is no one above me." There is always someone above a supervisor.
Even the president of a company answers to a board who are above their acting role.
With that said Corie Barry CEO of Best Buy, will be included in this email. I specifically shared with you yesterday, I am not interested in a gift certificate to Best Buy. I shared with you yesterday, why, after having such a horrible experience with Best Buy would I take $50.00; just to put it right back into the company I've had such a horrible experience with?
That may work with people who want and think they are getting something for free. I am not one of those people.
The offer is not compensating for an extremely uncalled-for experience.
It is also not taking responsibility or holding the business and its employees accountable for their inability to do their job properly.
The fact UPS took the reigns and resolved my issue with one phone call the day before the package was to be delivered shows Best Buy's gross negligence with customer service. Mind you, this is a resolution that Best Buy should have immediately provided.
With that said, I will also be returning the heating unit to Best Buy for a full refund. Now Best Buy has lost the money as well due to the inability to properly take responsibility for these events.
Per my statement above, my issue fell on closed ears. This email allows me to be very clear, in writing what transpired after I placed my order through Best Buy.
Please see below which spans the dates of 12.16.21 - 12.22.21.
Day 1.
Placed an order online. Order #: BBY01-8065****2337 Realized the ordering system overrode my address with an old address. Immediately called Best Buy customer support and tried to change the address. Was informed by the agent I could not change the address until the item shipped.
This is due to the item coming from a 3rd party vendor. The representative advised me to call once I received notification the item shipped.
Day 2. Once I received notice the item shipped, I called Best Buy customer service. I spoke with a representative who took my address.
The representative noted, they would pass the new address along to the appropriate team, and I would receive confirmation of the address change within 24 hours. I did not receive a call or email regarding the change.
Day 4. I waited the weekend and called again. I gave the correct address and was told the same as above.
Again, not one customer service representative reached out via phone or email regarding the address change.
Day5. I called customer service and asked for a supervisor. I had to explain yet again why I needed a supervisor. I was transferred to a supervisor and was told, I have to call UPS and make the address change.
I called UPS, was told that Best Buy had to make the address change. I called Best Buy again and was once again told the previous customer service reps were wrong, and I had to contact UPS. I called UPS again, and again I was told I could not change the address Best Buy had to do it.
Meanwhile, I am receiving emails telling me the shipping date has been bumped up. Fantastic, but it is going to the wrong address, and no one seems to be able to assist me with the change.
Day 6.
I called Best Buy and asked for a supervisor. The person who I was speaking with would NOT pass me to a supervisor and insisted on helping me with the issue. I continued to ask for a supervisor repeatedly and was denied, while the person was typing to the supervisor via chat. Which infuriated me.
I explained the issue more than once and was told they would send a replacement which would ship on Dec. 28th. I repeatedly told the rep, I did not want the replacement, I wanted the address changed. The package was still in transit, and the address could be changed.
The representative continued to type with her supervisor on the other end. I was still asking to be transferred to a supervisor with no action taken. The representative then deceived me and lead me to believe she was indeed able to make the address change. I then found out, what she was doing was placing a new order, which I specifically said I did not want to do.
Why?
Because as I had to explain to every person I spoke with..... I moved into a new home, the duct-work for the floor ducts had not been cleaned, apparently in years. When I turned the forced air on, I got a radical sinus infection due to the dirt, and who knows what else in the ducts.
I am not able to get anyone out immediately to clean the ducts due to the weather, snow, and their schedules. I need heat in my place.
I could not wait until after Christmas to receive the heating unit. I also could not continue to breathe the filth that was coming from the ducts and risk getting worse. I was expecting a call back from a UPS supervisor, during this phone call I missed her call due to the fact I was on the phone with Best Buy customer service, who was blatantly lying to me about changing the address. I called UPS back and was told again, Best Buy had to make the change.
I then called Best Buy one more time before leaving a message with corporate. On the call, I was asked by the representative, "Why don't you just have another one shipped to you with the correct address... it's easier." That is the laziest and worst representation of a company I have ever experienced, along with all of the other people I have spoken with. I left a message for corporate after that.
I received a call back from Destini I began explaining my issues, and I asked for a full refund for the way I had been treated, not for the waste of my time. Destiny said she would look into it along with the address change. Destiny noted she would email me at my email address, which she verified within a few hours. I did not hear from Destiny via email or phone.
I called and left several voice messages, I also expressed my disappointment. I called UPS expressed I was at my wit's end and asked for help. I did not have to explain anything, I was immediately transferred to a supervisor. I explained the issue to the supervisor, and without skipping a beat she said I am going to take care of this right now.
The package was now sitting in the Bend facility ready to go out for delivery the next day to the wrong address. which I had been trying to correct since 12.16.21. The UPS supervisor informed me I would need to pick it up at the facility, and I would not be charged.
***Side note, the previous people I spoke with also told me I would have to pay for the address change. She then placed a three-way call to Best Buy.
The Best Buy representative did not say much, seemed a little annoyed. I explained the situation to the Best Buy representative. The UPS supervisor introduced herself explained what needed to happen. I asked the Best Buy representative to give UPS permission to hold the package for pickup.
The Best Buy representative just said, yeah. I thanked her, and no response. The UPS supervisor spoke, and the Best Buy representative responded. The phone call ended.
I called Destiny, left a voice mail, UPS had resolved the issue within minutes.
All of this could have been avoided if Best Buy would have picked up the phone and done the same thing. Instead, I spent seven days trying to fix something that no one seemed to have the correct information on.
Here is the correct information.
I am the receiver, not the sender. The SENDER has to call UPS to authorize or make an address change. This includes, hold for pickup at the facility.
This is why I asked for a refund, or a $50 refund instead of your $50 coupon I will not ever use.
I have stepped into Best Buy stores less than a handful of times in my life. Largely because of the horrible stigma that is attached to the business name, and how customers are treated.
I was hesitant to order the unit from Best Buy. I should have trusted my first instinct and purchased from Amazon. The extra cost would have been more acceptable than the stress and anxiety caused by this situation.
Day 7.
Picked up the item at UPS facility. Absolutely ZERO issues with UPS.
Is it clear now, why I asked for a refund?
Thank you in advance.
User's recommendation: Find another retailer
Request confirmation of in-store return
User's recommendation: Keep any and all documentation saved and close to you.
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 ReviewerNo one can help to replace or block my credit card which got stolen 2 days ago
- Bad customer service
Preferred solution: Replace of my credit card which got stolen 2 days ago
User's recommendation: Please teach how to resolve issues
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 | Brooklyn, New YorkTotally disgusted
I purchased a 58 inch insignia smart tv from Best Buy. May 30.
The tv stop showing picture and went fuzzy white with purple, green and a few other thin lines of Colors. I call insignia and I make a appointment for a tech too come out. They send me a reminder thru email and calls me . The tech never shows the app say they are running late.
I call into customer service and get no resolution. I get bullied into rescheduling for next week and I dont k ow if they gonna show for that and they would not allow me too bring the tv back into the store. Very bad customer service and very disrespectful of ones time. No common curiosity at all.
And Im just stuck with a broken tv and wasted time that I cannot get back. Very distasteful for a big world wide company like Best Buy.
Im disgusted. After this gets dissolved imma have too not do business with this company, they dont care about customer service at all, they dont care if ur happy as a consumer.
Preferred solution: I would like too just bring this tv back and get a whole new tv. Immediately
User's recommendation: Pray u never have too experience this.
Best buy - Nightmare Appliance purchase
I purchased fridge from best buy back in April2022 they didn't deliver fridge until May2022, this fridge started making noise, having warranty means nothing, as I'm informed I'm stuck with fridge, outside 14day return policy...total BS. after several wasted hours of calling, working with different Best Buy member, finally i received someone who understood how warranties worked, they call technicians, he stated fridge needs to be returned, called again for replacement, 2months of waiting, delivery scheduled for August 8th...best buy sends a 3rd party transportation service, these people canceled 3times stating their lift gate doesn't work...why you in business if all of your vendors for delivery have trucks with defective liftgate.
2weeks later they send another 3rd party vendor who doesn't have right equipment to pick up old fridge, and in their attempts damaged my property, now I'm just beyond belief type of service received. i then visited manager at best buy store, he tried to help, and my fridge was delivered by geeksquad who have professional knowledge, skills to pick up old fridge, install new new fridge...however after delivery this new whirlpool fridge was a joke, loud buzzing noise coming from inside fridge, louder than my TV freezing food in fridge...and water dispensing with loud noise, control panel unit inaccurate calculation. Back to square one!! i still dont have a working fridge...i have a box sitting in my kitchen thats not working, and no refund for all the hassle, waste of time calling for several hours, damage to my walls, floors and chairs, representative hangs up on you after hours on the phone.
worst business and they should be held accountable for the worst service provided. NEVER WOULD I DO BUSINESS WITH BEST BUY...SHOULD BE RENAMED TO CRAPBUY...
Preferred solution: Full refund
User's recommendation: Don't buy!!!
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Verified Reviewer | Compton, CaliforniaYour respresentative named Ivy hung in my face and wouldn't put a manger on the phone
Geek Squad Compton ,CA . They keep giving me the run around about getting someone out to fix my washer .
They sent an outside contractor who didnt fix anything . Its a rip off dont buy the extended warranty waste of money . I would advise you not to shop at Best Buy for anything . Bad customer service and the warranty is a rip off .
When I called the representative named IVY hung up in my face when I asked for a manger . They gave me an appointment day when I called in early August when I called to confirm they were coming Ivy told me they didnt set it up with a tech. So now she wants me to wit another month for an appointment, for them to do the same thing no thank you .
Dont shop at Best Buy and dont buy any warranty from Geek Squad . Going to call the Better Business Bureau and report them .
Preferred solution: Full refund
User's recommendation: Don’t get the warranty they don’t honor it and they don’t send out geek squad personal they send out side contractors who don’t know what they’re doing not worth the $500 I paid for their service
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Verified Reviewer | Cancun, Quintana RooOrders
Preferred solution: Deliver product or service ordered
User's recommendation: Check first for scam
Rude manager at Best buy in Pembroke pines
User's recommendation: I won't be recommending any customers.
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Verified ReviewerInstallation
I purchased a $1300 range hood and paid for installation. It was set for Monday 10/10/22, sometime between 12PM and 8PM.
I took the day off (miss work) and stayed home the entire day waiting for delivery- installer.
At 7:10 PM, the installer called me and said he had a long-day, was too tired, and that I would have to reschedule for another day to have my appliance delivered/installed.
This was absolutely horrible customer service and very very inconsiderate.
It also cost me time and money.
When I called back to reschedule, I was told that I have to wait at home all day (7Am to 7Pm) on Saturday just for the appliance to be delivered, then take Monday off again for an installer. Now I have a total of 3 days off from work.
- Selection
- Poor customer service
Preferred solution: Price reduction
User's recommendation: Shope elsewhere or do not use Best Buy Installer
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 ReviewerDidn’t receive my new card
- Always helpful
Preferred solution: My new card
User's recommendation: Contact customer service about fraud charges
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 | Coeur D Alene, IdahoGeek Squad
Leased to Buy HP Envy x360 Laptop for school. I have been attempting to connect the Laptop to my home Printer, HP 1650 Photosmart.
Tried everything. Finally, called Best Buy and was directed to Geek Squad. First GEEK I could barely understand because of broken English and Indian accent. Finally, this geek told me everything I already knew.
Then line went dead, never received a call back. This happened 3 times while on the phone with 3 different GEEK'S. Believe me, they really are GEEK'S. Could never actually get in touch with a local store because they do not accept phone calls.
Only the National customer service team answers calls. I need a Laptop for going back to school, and I need it to connect to a printer. First Geek told me that it would cost me $49 something to add a program to connect to my printer. Then the line went dead.
If this is the best that Best Buy can do, I can live without Best Buy from here on out, and definitely do not recommend this store to anyone. No wonder, Walmart is putting everyone out of business.
- Pricing and customer service is lacking
Preferred solution: my laptop connected to my printer
User's recommendation: Research your options and no matter what DO NOT PURCHASE FROM BEST BUY
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Verified ReviewerGeek squad damaged my flooring
Good evening, my wife and I purchased a washer and dryer from Best Buy. We also paid for it to be delivered and installed.
Upon installation the work crew damaged our flooring and didnt say anything at all. We just closed on our home Wednesday the workers installed it yesterday. ( this is a brand new home!) We called them back but they declined our calls and never called us back. My wife made a complaint and has a case number.
Im furious simply because they damaged our flooring and didnt say anything. We waited for a call but no one got back with us.
U can call me 305)773-**** Jasmin Jenkins the order is under my wifes name. We need our flooring paid for
Preferred solution: My floors fixed and paid for
Totally frustrated with best But incompetence with Geek Squad.
I have a 5 year Service contract with Geek Squad after purchasing a Samsung Gas Range.
I called for service 2 weeks prior and was given a date and time for service, The next day
i received a call from Samsung Service and was quoted a price for service , I explained
that I had a service contract with Geek Squad and they would repair without charges so
i cancelled Samsung. Not realizing that Geek Squad did not have anyone to service my
Gas Range and they assigned the call to Samsung.
I called back Geek Squad and complained why I was not informed about service call
being given to Samsung.
I had to remake an appointment for service again. I was
notified by Geek Squad that due to inconvience i would receive a Gift Card abd was given
a Case # 29544**** for a gift certificate and was told that when service was completed
to call for Gift Card Number . Well I called today at 11 am spoke to 3 Geek squad members
who could not help, so asked to speak to a Supervisor. There was none available and would
receive a call...
Guess no call Back received .. I called back at 3:20 and just got off the phone
after being transferred 3 more times and retelling my STUPIDITY for waisting my time and expecting
ANY Positve result..
User's recommendation: shop elsewhere
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Verified Reviewer | Coeur D Alene, IdahoBad experience
I placed a pick up from store 764 Sherman oaks location. I sent my son to pick it up because i am a GM for a restaurant and I'm in Bakersfield.
when my son arrived the Manager Angie employee # A462558. Informed him that he was not on the list and it was policy so she could not give it to him, he called me and i asked for instructions on how to add him and I was basically told to figure it out.so as i was figuring it out I can hear her telling my son the he should go by it some were else and she would cancel the order . She was not being kind or helpful she was extremely rude when I got it figured out he has been waiting 45 min of being told either to go some were else due to you policy. I assure you i respect your policy's as we have them as well, how ever the way she spoke to my son and i could hear her over the phone was a behavior i would never allow one of my managers to use with a guest.
I appreciate the gift card but i also know that is usually the end of it. I really do want some one and Area director or GM to coach her on her customer service.
Yes my son is young and as may young people he can be forward because he is also in Management at a well known coffee shop and would not be allowed to speak with a guest in this manner. She was telling a customer me ( via my son ) who bought a $4000 TV from you to go buy it some were else.
Preferred solution: Apology
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer | Cancun, Quintana RooCheck for scams with companies
Preferred solution: Deliver product or service ordered
User's recommendation: Call the company first to verify
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am disappointed when i went to buy new pc manager was very excited and coudnt wait to be done with me and wanted to be on to the next in line,made appointment with geek squad and was 5 minutes early person was rude and said I was too early and reminded me of appointment time,to set up my new pc person was in hurry to get my session done so he could carry on and laugh and joke with other employees and get lunch,last was told appointment was 5:30 and was really 5:20 so I waited in line and then was told I was 11 minutes late and needed to reschedule, so I said ok thank you and I left. decided not to go there again for anything and not to another Best Buy. should ask for refund for $199.00 years service but that would more than likely be another dissapointment.
So you placed an order without double checking the address? I feel sorry anyone that has to deal with your level of entitlement. Also your level of stupidity thinking best buy associated themselves with a 3rd party review site.