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False information on Warranty from sales rep. | Best Buy review from Sunnyvale, California

On 12/26/12 at Sunnyvale-CA BestBuy store#685, sales rep approached me to advise the great deal in purchasing an open box stereo receiver. I was skeptical at first, but the time sales rep explained to me that I was in no risk in purchasing an open box AV stereo receiver. It was clearly explained to me that if the receive did not work, I can bring it back for an exchange, and if the same model is not available, then the next up model will be provided to me. After noticing defects on this receive and took receive to the same store to get replacement, I was told that the receiver will need to be sent out for repairs instead of a straight receive box swap. Spoke to Manager, Heather Thompson, with did not offer any options to remedy this false warranty promises during purchase. Instead, Heather offers her excuse for the sales rep being busy during Christmas hours and might have provided wrongful warranty information. I requested for a loaner receiver since she could not provide the repair turnaround time. Heather right away said "NO, no loaner is available". Heather had recommended for me to buy another unit and return it when my unit is back from repairs. I acknowledge that it was a great option, but I did not have the money to do so and I did not wish to pay another penny. Heather noted that I should have read to warranty policy. I did not recall receiving a warranty policy, but Heather pointed out that per the sales receipt, it warranty will be emailed out to customer. So clearly, a hard copy of the warranty was not provided to me during purchase, but warranty was verbally provided to me by the sales rep, unfortunately, I was missed informed by the sales rep. So I asked again for a free loaner. Heather reply was "If I give you a unit without you paying for it, it will be STEALING". Since Heather was the store manager, I asked her for the regional manager contact info, which she wrote down the phone number to call on a piece of paper and handed it to me and said "This is all I can do for you". Heather then proceeded to take my receiver from the current counter location and moved it to a further remote counter location and walked away. [This was a very low and unacceptable customer service gesture from Heather, both verbally and in-action. It would make any customer feel rejected and unwanted]. I did not mention that I was also sold a 2 years extended warranty with the promise of the same coverage. More detail even available upon request. Sincere, A past loyal customer.
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6 comments
Mike_mn
#679845

I've been through something similar.

BB's employees can make ANY claim they want! BB will fall back on the warranty. The bottom line is the customer needs to understand the warranty.

Sometimes this is a very difficult thing to do as what the employee says and what the warranty is just does not match or make sense! And I have walked away from what may have been a few good deals because of it.

When you Deal with blue shirts, think of them as blue shirted used car salespersons! If it doesn't feel good, don't do it!

Anonymous
#671582

:cry

Anonymous
#670063

Some people only hear what they want to hear and disregard the rest. Even with only the manufacturer warranty this obvious defect would have been taken care of for no charge, but because that didn't fit into this customer's current plans, this instantly became a "poor customer service" issue.

Anonymous
#669778

"I requested for a loaner receiver since she could not provide the repair turnaround time:. Heather right away said "NO, no loaner is available"

"So I asked again for a free loaner"

Let me guess: English isn't your first language.

Anonymous
#670143
@Anonymous

You are so right. Let me guess: English is your first language.

Anonymous
#670180
@Anonymous

You're so right chiquilion. But manufacturer warranty/BestBuy warranty was not provided to me at purchase, but it was supposedly emailed to me. So all I had to go by was the sales rep words.

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Review
#423549 Review #423549 is a subjective opinion of poster.
Service
Best Buy Deal
Loss
$149
Tags
  • Pioneer AV stereo receiver

Mr Jon Nayles | Best Buy review from Little Rock, Arkansas

I was in the West Little Rock Arkansas location to purchase auto audio and have it installed. i drive a 2004 VW beetle convertible. After purchasing my speaker system and making arrangements to have it installed and waited on-site for installation. Upon completetion i was satisfied with the installation except when I left the facility the following day i attempted to lower my convertible top and i noticed that a machnical part was broken. I called and spoke to the technician who advised me to bring my vehicle back the following day. the next day i returned with my vehicle and the technicain attempted to re-attach the part while I waited. Upon completion it appeared the part was connected correctly but when i lowered my top and proceeded to drive i noticed later that the part had come off while driving. i did not want to return to the store because the technicains did not seem to interested in my complaint.
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Review
#423118 Review #423118 is a subjective opinion of poster.
Service
Best Buy Installation
Loss
$500

Lousy geek squad service | Best Buy review from Joliet, Illinois

Tried to find out why internet security will not work on my computer. Took it into store told nothing wrong plugged into internet security would not update or scan. Tried online support and techs would not do any scans. Geek squad selling virus removal and scans for hardware problems and not able to detect anything. Something is corrupting my internet software. I have lost more than 500.00 on internet security and computer cleaners all of which have been corrupted. Do not trust geek squad to fix your computer it is a scam. Go to an independent computer repair place they will go through your computer and find the problem. g
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1 comment
Anonymous
#676283

Don't even know the name of the security? Probably fake program.

Either turn into a geek or be nice to one. They know more about computers than you do.

Review
#422962 Review #422962 is a subjective opinion of poster.
Loss
$900

BEST BUY WORST ELECTRONIC STORE IN AMERICA

BEST BUY CUSTOMER SERVICE REPS ARE IGNORANT, UNPROFESSIONAL AND DONT HAVE THE KNOWLEDGE, COURTEOUS AND CUSTOMER SERVICE SKILLS THAT A TRAINED CHIMPANZEE WOULD HAVE. IN ALEXANDRIA VA. I WAS PURCHASING A LAPTOP, MY GOAL WAS TO INQUIRE AS TO WHETHER THE LAPTOP I DESIRED WAS COMPATIBLE TO DOWNLOAD WINDOWS 7 ON. I WAS INGNORED BY SEVERAL STORE EMPLOYEES, WHEN I ASKED FOR HELP AND WHAT I NEEDED I WAS REFERRED TO DIFFERNT STORE ASSOCIATES THAT HAD THE BRAIN OF A HAMSTER. THE MANAGER WAS NO BETTER HE COULD BARELY SPEAK ENGLISH AND I DOUBT HE EVEN HAD WORKING PAPERS. WHEN I COMPLAINED TO THAT SO CALLED MANAGER, I WAS BERATED AND INSULTED AND TOLD THAT MY EXPECTATION OF NORMAL CUSTOMER SERVICE AND NEED FOR QUESTIONS ANSWERED WAS UNREASONABLE. MY BOYFRIEND AND MYSELF WERE LIVID, WE CALLED THE 800 NUMBER AND FILED A COMPLAINT, I SUSPECT NOTHING HAPPENED WITH OUR COMPLAINT. I HAVE THE PROPHECY AND FUTURE FOR BEST BUY: ONE THAT INCLUDES STORES BEING SHUT DOWN AND BANKRUPTCY BECAUSE OF NO SALES. PEOPLE DO NOT APPRECIATE BAD CUSTOMER SERVICE AND LACK OF CONCERN FROM MANAGEMENT WHEN CUSTOMERS COMPLAIN. THE CUSTOMER SERVICE IS ALLOWED TO TREAT CUSTOMERS THAT WAY IN THE STORES BECAUSE THERE IS NO ACCOUNTABILITY IN THE AREA OF MANAGEMENT AT THE CORPORATE LEVEL. WHEN BEST BUY REALIZE CUSTOMERS HAVE CHOICES WHERE WE SPEND OUR MONEY, AND THAT WITHOUT CUSTOMERS THERE IS NO BEST BUY THEN THE ATTITUDE WOULD BE CUSTOMER ORIENTED. UNTIL A CATASTROPHIC DECLINE IN SALES HIT BEST BUY THEY WILL CONTINUE THEIR BAD BEHAVIOR AND HORRIBLE TREATMENT OF CUSTOMERS. ITS ONLY A MATTER OF TIME UNTIL BEST BUY GOES UNDER, AND WHEN IT HAPPENS. MOST CUSTOMERS IN THE KNOW, WILL NOT MISS BEST BUY. IT WILL BE SO LONG, AND ITS ABOUT TIME.
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5 comments
Anonymous
#680201

1. Holy caps lock.

2. I have a feeling your one of those people that stands in a department for 2 minutes then gets pissed that the associates are helping someone else.

3. Best Buy is a legitimate company, they wouldn't hire someone who was an illegal, although, that is some really worldly thinking there.

4. Your complaint was probably illegitimate, and you probably SCREAMED THE WHOLE TIME YOU WERE ON THE PHONE COMPLAINING, WHICH MAKES NO ONE WANT TO LISTEN.

Mike_mn
#679847

Ok. I didn't even read your obnoxiously LOUD and difficult to read UPPERCASE message.

Is this how you deal with issues.... TALKING... VERY... LOUDLY...

AND...

POSSIBLY... SLOWLY....

Anonymous
#676286

Lol....go to Walmart. I'm sure they're much smarter...Lol.

Probably get the butcher out from the back to come help you pick out a computer. You're probably just computer illiterate and that's why no one knew what you were talking about.

Anonymous
#676191

Lol cry baby

Patrick
#673219

oh shut up. you were probably the one with the problems if you can't even figure out how to turn your caps lock key off.

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Review
#422933 Review #422933 is a subjective opinion of poster.
Service
Best Buy Sales Manager

Computer Nightmare | Best Buy review from Round Rock, Texas

Bought a computer in dec2012. It was a open boxxed item. Had issue with it and the geek squad walked me through a 1. Virus scan (no help) 2. Reset (no help) and 3. Wipe and reload (no help). Finally being a intermittent problem I took it back to the store. I realized they walked me right through the return for exchange time. I told them since I have the extended warranty they need to swap it out for the same thing. They said no... They had to send off. I even offered to buy a extended warranty on the swapped out computer. Again no.... So I noticed when doing the paper work to send off that you agree to allow them to put used parts in your machine and that if they can't get it to duplicate a intermittent problem you have to pay for the diagnostics of the computer too... Going to get my stuff from Walmart from now on... If I am going to get *** service I may as well save a few bucks...
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3 comments
Anonymous
#689344

I've bought their extended warranty before and it clearly states it's not a direct swap. First they see if it's fixable.

If it isn't, then they replace it with a new one. You just didn't read how it works.

Anonymous
#668816

Complaining to the Corporate Office is like urinating against the wind. Going to the Better Business Bureau will also get you nowhere.

A guy named JohnT who used to post on this website recommends a written complaint to your state's consumer protection division.

Best Buy employees that post here to diss the people who complain will tell you that going that route is a waste of time. DON'T BELIEVE IT.

Jim G
#668198

You need to write an intelligent letter of complaint to the corporate office and include the names of agencies you plan to write if they don't make good. Visit www.ivebeenrippedoff.blogspot.com the book sold there not only tells you where to write but has sample letters that work.

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Review
#422448 Review #422448 is a subjective opinion of poster.
Loss
$499
Tags
  • bdavis

Extremely dissatisfied | Best Buy review

I originally had my radio installed in 2011. It worked well for 2 days, and then it went crazy. When I had the radio on, the radio would act as if no bass was on, and sounded horrible! I reached out to Best Buy to no avail. I entered the hospital shortly after, and was sick for over 6 months. I was able to readdress this issue this past month. I called best buy and was set up for an appointment for the following Monday. As I was on the way to the appointment at 10 am, they called last minute to cancel. I found this extremely unprofessional. They offered the next Monday and I accepted. The employee that worked on my car was rude, and didn't offer much explanation as to what he was looking at or doing. He removed a speaker from my back panel (which is laying on my back seat since he didn't reinstall it correctly... It fell out down the road...) I explained exactly what the problem was, with the bass and a loud buzzing from a misplaced wire that comes and goes. He stated that it was fixed and sent me on my way. I got down the road, maybe 10 miles, and the radio started even worse than before! I called the store to speak with a manager, whom "was not available" so I proceeded to send an email. The email was sent the same day and I have not had any response in almost a week! This is extremely frustrating. I can't seem to get any resolution with something that they messed up. Not to mention, today, my radio seems to have a mind of its own... I can't higher or lower the volume, and the tuner doesn't work..... This company has been nothing but a headache lately.
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1 comment
Anonymous
#668822

I made the same mistake a few years ago by buying a car radio at Best Buy and having their idiots install it. After going back twice (wrong harness, crossed wires etc) I took it to a local shop to fix Best Buy Damage. I learned my lesson.

Review
#422263 Review #422263 is a subjective opinion of poster.
Service
Best Buy Manager

WHAT CUSTOMER RETURNS POLICY? | Best Buy review from Springfield, Oregon

Purchased (as a gift)an XBox 12 month membership card from BestBuy in Springfield, Oregon. Turned out that gift recipient already had membership but wanted a game card instead. Bought that at BestBuy. Concurrently, took card (unaltered) back to BestBuy with original receipt and was told that they would NOT REFUND card purchases even though card was not altered nor had the code cover removed. Asked to speak to Store Manager. That was a poor experience at best !! I realize that it was my error in the first place. However, this poor experience will stop me from buying at BsetBuy. THIS IS A CUSTOMER RETURN POLICY ????
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3 comments
Anonymous
#690923

LMAO you can't return gift cards of any kind whether for games, store gift cards, restaurant gift cards. It IS in their return policy.

Perhaps, reading is fundamental in your case. Read more!!!

Anonymous
#672634

As stated gift cards can not be returned once purchased. You can still use it to extend your membership. Most places where you but gift memberships will do that.

Anonymous
#668013

"I realize that it was my error in the first place."

I don't think you do. If you truly realized it was your error, I wouldn't have had to read that pointless post and you would accept the responsibility that you're trying to shift to Best Buy.

No store will refund cards like that. Why single out Best Buy for something that would have happened anywhere?

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Review
#422150 Review #422150 is a subjective opinion of poster.
Product
Best Buy Gift Card

Best Buy phone Warrantee scam

i bought an iphone from best buy metrotown location last year with a plan frm rogers, to cut it short the scammer sales manager got me to sign a warrantee contract for 2 years with monthly payments of 15 dollars per month. afer few month i canceled my account with Rogers , i did not need the iphone anymore . when called Best buy customer service i was shocked that i can not cancel the warrantee anymore , so i was told i have to pay till the end of the two years term even though iam not using the iphone . What a scamers , its like paying insurance on your car even though you dont use it. DO NOT BUY THIS WARRANTEE OR ANYTHING FROM BEST BUY , IF THEY ALLOW THEIR SALES MANAGERS TO SCAM CUSTOMERS NOTHING WILL STOP THEM FROM DOING MORE TO SCAM YOU . I am a very busy man but when my patience runs out i will go to the media and publish my story . Liars
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2 comments
Anonymous
#670087

I just love customers who are too lazy to read or to busy to listen. I call BS.

Anonymous
#668224

That is not true. The customer service reps on the phone make frequent mistakes like this.

All you have to do is go into the store with your receipt (or we can look it up for you) and do a simple return. It will cancel the monthly charge.

-Geek Squad Employee

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Review
#422007 Review #422007 is a subjective opinion of poster.
Service
Best Buy Manager
Loss
$300

BestBuy made the error and we pay for their mistake? | Best Buy review from Newark, New Jersey

Best Buy is the WORST! My sister called in to renew her protection plan for her Macbook Pro and one of their employees placed it on an old laptop, HP Satellite, that I no longer own (because I had to exchange it in Best Buy for malfunctions!). They've refused to rectify the situation and have charged her $163. For the past five months they've been doing nothing but talking and nothing is getting done. They make errors and refuse to correct them. Their employees give you the run around, charge you every fee possible and will not do anything to assist the consumer. Forget about calling the customer service number; they're always passing blame saying, "This department did this" or "that department handles that" and, the latest, "the back office is working on it". Where is this mysterious back office!? Cause they won't transfer or supply any number to speak with them at all. They say one thing and make totally different notes in their little computers. And let's not forget the contrived pity in their voice as they patronize you, "I totally understand," some supervisor says, "I am going to handle this personally." Then, the supervisor disappears to another location or another department and all the progress you THOUGHT you made is dust in the wind. We are giving them 24 hours to fix this mess. If it isn't fixed--if we aren't satisfied--Best Buy, their devious practices, poorly trained employees and general bad business will NEVER hear the end of this. ~ Lo & Kara
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Review
#421323 Review #421323 is a subjective opinion of poster.
Loss
$2000
Tags
  • back office

Fire the CEO | Best Buy review from Gambrills, Maryland

I have never seen a company more inept than Best Buy. The CEO needs to get his *** out of his grand office and play undercover at his stores, otherwise I predict a demise much like Circuit City's. I recently purchased a dishwasher, washer and dryer from Best Buy Annapolis. Since there is no system established for taking a product from one Best Buy warehouse to another electronically, the process for ordering the washer took almost 1-1/2 hours, since the local warehouse was out of my selection. I finally ended up spending several hundred dollars more for a different brand. When the installer arrived, I informed him that since the back yard was muddy and I had just spent several thousand dollars on new carpering in the basement, he would have to remove his shoes. He refused and stated "had I made this request with his office, they would have refused to make the delivery". Really? I told him fine, take it back, whereupon he miraculously produced a pair of plastic booties and we were temporarily back on track. He then proceeded to inform me there would be an additional charge of $250.00 for the gas hook up in addition to the $140.00 I had already paid as well as an as-yet undetermined "permit fee", which, after some bogus call, was purportedly another $55.00 I promptly escorted him to the door and cancelled the order. The only bright side to my experience was an hour later the washer arrived. Two Latin gentlemen were extremely polite and readily removed their shoes when asked. Seriously Mr. Best Buy CEO, how do you read these complaints and sleep at night?
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Review
#420583 Review #420583 is a subjective opinion of poster.
Loss
$400