Aliyana Zpr
map-marker Aurora, Illinois

The worst customer service experience I ever have

I always like shopping at Best buy, but I am changing my mind after tonight's experience. I bought a new macbook air with my student coupon in YorkShire Plaza, Aurora on June 21, 2014. I was happy because I got a new computer. After I bought the Macbook Air. I found out a lot of people in the Dealmoon.com said the Best Buy can also take a another USPS movers 10% off coupon with this deal. The fact is there are people left comments said they did buy the macs with two coupons without any problem. I went back to the Best Buy at night to check is that ok to redeem my 10% off coupon. The lady in the customer service changed her face quickly after saw I already got a discount in my receipt. She said they can only took one coupon and I can do anything for you because that is a double dip. I said other customers can get both and why I can't. So I said I get you if it's ok to type it on your system to see how it shows, if your system shows it is not allowed then I will leave. I tried to ask her can she please just give a try many times. She keep refusing me and told me it will let her break the policy. She was talking the loudest and with really strong voice to me. I asked why there are differences between stores. She said, because the other stores may did wrong and broke the policies so she won't try it for me. Later, another lady came out said the same things and she also it is not fair to her if I am asking her to try the coupon code, because it means I am letting her to break the policies. What does the lady's words mean? So she means I am the bad customer to force your people to try the wrong thing? I don't understand why the customer services in this store think they are right with a impatient attitude to a customer, and said the other Best buy stores and customers in nations who got the deal were all wrong. I don't know what is BestBuy's policies in the ladies' minds and I am Not a Best Buy staff why I have to obey. Are all best buy check out policies different? Why I can't get what others can get? I don't know why I had terrible Customer Service even-though I spent my money in this store?!
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1 comment
MattD78

Very few if any retail stores will allow you to combine promotions/coupons. It says this most often in the coupon itself.

If another store screwed up in your favor consider yourself lucky, but you are not entitled to profit from a mistake even if it does work.

So if the lady had entered the promo code and it worked, you would have gotten a further discount you technically weren't entitled to. And yes, you are a bad customer for trying to force someone to do the wrong thing, that's called stealing.

Carol Hutchinson
map-marker Bowling Green, Kentucky

Best Buy has WORST customer service at Bowling Green, KY store

Well one of the greatest love affairs of all times has ended. Yes you heard right, my boyfriend Jason has broken up with Best Buy. I never thought I’d see it in my lifetime. He has lived and breathed his love for Best Buy for years. In fact when we travel, he makes it a point to visit Best Buy just to “check out” the stores. Various packages have shown up at my house unexpectedly quite often with Best Buy items inside. Jason has done his Black Friday shopping, Christmas shopping, birthday shopping, and in the middle of the night can’t sleep shopping all at Best Buy for as long as I’ve known him. This isn’t just a minor spat, sleep on the couch kind of breakup. It’s a he cut up his cards, called and canceled his account, and unsubscribed to his Best Buy email kind of breakup. What might have happened to cause this love affair to end? Shortly before Christmas he was in the market for new BluRay players for our household. He researched for days and religiously scanned Best Buy for well, the “best buy” on players. On December 21st he purchased two, LG 3-D Wifi, model BP335W blu-ray players. They arrived at our home around December 28th. We were out of town for the holidays. He also purchased a home theatre system around the same time (not from Best Buy). It was all part of his entertainment package “plan”. Once all the components arrived he installed the theatre system and hooked up one of the blu-ray players. It worked perfectly for the “Star Wars Collection” that he and our son watched. HOWEVER, the next day we wanted to watch Netflix. Blu-ray wouldn’t connect to Netflix. He kept getting a TVP-805 error. He researched the error and discovered other people had the same problem with the player. Numerous forums including Best Buys and LG’s own forums have customers who are receiving the TVP-805 Cannot Connect to Netflix Error. It is NOT a Netflix error; it’s a blu-ray problem. LG Support advised customers to return the blu-rays to the dealer for a refund. Jason has NEVER had issues with returns for Best Buy so went to Bestbuy.com and purchased TWO new blu-ray players that COST $40 more ($20 per player more) to be picked up in store. He thought no big deal. He would just return the LG’s to Best Buy the same day he picked up the new Panasonic players. WRONG. Jason is General Manager for retail store which is located a few blocks from Best Buy #440 in Bowling Green, KY. Yesterday, (1/24/14) he went to the Best Buy store to do the return. This is where the problem started. “Customer Service” advised him of a 15 day return policy. He tried to explain that he had JUST hooked up the product. He asked if he could talk to a manager. He encountered an EXTREMELY rude person who identified himself as the store manager. From the minute he walked up, he was smug and rude. Jason introduced himself and extended his hand to shake. I will also state he was wearing his establishment’s logo on his shirt and wearing his manager name tag. Instead Mr. Manager rudely asked him “what he could do for him”. The manager refused to hear the situation, only repeating the “15 day return policy”. Jason again tried to explain that he realized that but given the holidays and that he had just hooked up the player a few days ago that he was asking for assistance. Manager loudly comments, “That might be how you do things at (your retail store) but that is NOT how we do things at Best Buy!” This was an extremely poor customer service attitude and even poorer treatment for a fellow business manager. At this point Jason left the store and contacted Best Buy’s 888-Best Buy number and was told that the store manager was correct and Best Buy wouldn’t refund the money. So Jason hung up and called back to ask for a supervisor to report his rude treatment and dissatisfaction. The young lady claimed to be transferring him to a supervisor and transferred the call. THIS time he got a nice gentleman who wasn’t a supervisor but offered to help him. Jason explained the problems and the runaround he had received and that basically he was calling to issue a complaint and cancel his account as he had already cut up his card. Nice Gentleman placed him on hold and started the process. When he came back to the phone, he explained everything that he had done. Turns out “Nice Gentleman” was in fact an engineer for Best Buy and the call was blindly transferred to him (good luck for Jason). Nice Gentleman explained that HE as an employee of Best Buy had gotten a terrible runaround himself but then contacted some office and was able to get Jason a FULL REFUND of the LG players, and emailed him a return label to send the product back to Best Buy. Best Buy lost not only the $255 for the FOUR blu-ray players that were purchased but our family has closed a long standing account with Best Buy and Jason cut up his Best Buy cards AND unsubscribed from the DAILY emails. Jason also called and canceled his “Geek Squad” protection on several items that we own. We would rather pay for a replacement than EVER deal with Best Buy again. You can thank the STORE MANAGER at Bowling Green, KY Best Buy #440 for the MOST part of his actions. Not only that but we will tell all our friends and family how poorly he was treated at Best Buy with the exception of “Nice Gentleman”, who was an ENGINEER...not a manager…not a supervisor. But he showed OUTSTANDING customer service. At that point it was too late to save the love affair but at least Jason received a refund. And for the final chapter, last night he purchased TWO more blu-ray players from Best Buys competitor!!! Sincerely, Former Best Buy Customers
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3 comments
Josalyn Boh

In my opinion, the return policy should be extended for Xmas. Many of the products are purchased ahead of time, wrapped, then sit for a week or two before use.

.

A shorter 15 day return policy during Xmas, pretty much guarantees a large percentage of items WILL NOT be returnable.

I think it's a planned tactic, and a darn good one for BB! Not so much for the consumers.

.

All HAIL the yellow Tag! :roll

Guest
reply icon Replying to comment of Josalyn Boh

Best Buy did extend their return policy for the holidays, out to January 15, if I remember right. At least, that's what I was told when I bought a gift for my mother. I was able to get it exchanged like I wanted, but only after a long phone call with a call center...

Guest

Didn't you know that the CUSTOMERS OF WORST BUY said that a 15 day return policy was WHAT THEY REALLY REALLY WANTED. they told worst buy that they only needed a 15 day policy. I guess you were not one of the CUSTOMERS THAT THEY QUESTIONED!!!!!!!!!!!!!!!!!!!!

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Anonymous
map-marker Denver, Colorado

Can't get service on refrigerator with a service policy

I bought an LG refrigerator from Best Buy in August, 2009 and also paid $179.99 for a 5-year service contract. Last month the freezer door handle, which is plastic, cracked. The cracked plastic is sharp and dangerous in that it can cut hands. I called "1-800-GEEK SQUAD" for service as outlined in the "Geek Squad Black Tie Protection" policy booklet. That was May 17. Today is June 11. In these past 3 - 1/2 weeks, I have been given the name and phone # of 6 different local service companies who would supposedly "call me" to make a service appointment. None of them ever called. I waited 2 to 3 days for each one to call, then called the service company personally. Each one refused to take the call from Best Buy / Geek Squad, stating that either "they don't pay us for the work" or "they won't pay our mileage" or "we don't work on LG products" ... various excuses. Meanwhile, someone from a company called "AIG" would call me back and refer me to yet another service company and we would go through the whole scenario all over again. Now, today they called me and did a 3-way call to a local service co. to make an appt., the rep from Geek Squad left the call, and I was informed by the service co. rep. to "reset my breaker". WHAT?? Why would I need to reset my breaker to fix a cracked plastic freezer door handle ?? The communication between Geek Squad, customers, and service companies is totally incompetent, lacking and non-existent. Final straw: Today's so-called Geek Squad supervisor, who actually works for a 3rd party company called "Service Net AGI" told me that this is COSMETIC ISSUE and is NOT COVERED. Then he had the audacity to ask me "When you purchased the refrigerator, did it have a handle on the freezer ?????" WHAT? Is this ridiculous ??? I've had it with Best Buy / Geek Squad / AGI ... whatever name they want to go by. I only have 2 months left in my 5-year service policy term and it has become quite obvious that I will NOT get service my broken freezer door handle. I will just have to wrap it up with electrical tape to keep it from being sharp enough to lacerate the user's hands and/or my grandchild's little hands. DO NOT DO BUSINESS WITH BEST BUY -- FOR ANY PRODUCT. YOU WILL BE SORRY AND YOU WILL NEED MUCH MORE THAN A FULL BOTTLE OF ASPIRIN TO DEAL WITH THE ENSUING HEADACHES AND STRESS OF JUST TRYING TO TALK TO THEM.
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3 comments
Guest

#1; It's a cosmetic issue that doesn't keep the appliance from doing it's job...look it up. #2; Swallow your aspirin and go buy a $40 handle.

Josalyn Boh

This is an older post. I remember it.

Service plans are worthless.

I'd recommend contacting LG. Be nice and civil, explaining to them that the handle broke and is a safety hazard. In many cases a company will ship the part at no cost.

If there is a cost, ask them if there is something that can be done - after all, the handle shouldn't break. I'm sure they will work something out.

Guest

File a complaint with your State's Attorney Office against Best Buy. If they do not live up to their extended contract you have a valid complaint. Don't let them get away with robbing you out of $180.

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Seng Dzw

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
| map-marker Rancho Cucamonga, California

I was at the best buy store in Snellville ga, and was told about a product that was better than the product that I had just purchased with a better value, long story short the samsung guy gave me the

Samsung rep. Gave me the price but the sale had ended that Saturday and now it was that sunday .when the exchange was being made is when the price wasn't the quoted price and the manger said that there was nothing that could be done! Called customer service and they also said the same.i buy a lot of my electronic devices from them and I tolerate poor customer service from this location but this is un heard of and needs to get better I will be contacting the corporate office as soon as they're open.i hope they can be of help
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4 comments
Guest

One, if the Samsung guy talked to you about a "better product" and it was a Samsung device, that may not have been true. You also cannot exchange a product and expect to get a sale price of it AFTER the sale has ended. Common sense.

Seng Dzw
reply icon Replying to comment of Guest-840912

The problem was he was with a best buy associate and I was told it was a clearance price! Mr common sense, I dont work there so I don't know what is on sale or clearence.like I said he represents best buy also they collaborate when selling you an item.

Seng Dzw
reply icon Replying to comment of Seng Dzw

I only gave the shorten story . Anyway the next day the manager made it right

Guest
reply icon Replying to comment of Seng Dzw

i think youre mentally handicapped

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Branden Evh

GEEK SQUAD PROTECTION INSURANCE FRAUD

BELOW IS THE LETTER I SENT TO BEST BUY/GEEK SQUAD

Approximately a week ago I went to the Best Buy Mobile store in Plymouth Meeting, PA where I previously purchased two Apple iPhone 4S cell phones and two Geek Squad Protection Plans ("GSP"). I went to the store to inquire regarding service for one of the iPhones, for which I had a fully paid up GSP. While looking up the GSP information for the iPhone I brought into the store, the in-store technical person informed me that the insurance on the other iPhone had ceased because the credit card expired. (At the time the Geek Squad Protection was purchased for this iPhone the fully paid up front option was not yet offered.) The in-store rep said that he couldn't correct the problem and told me to call Geek Squad. I traveled the next day but the day after I called Geek Squad to follow up. I called Geek Squad at 11 AM, was put in que for 15 minutes and then told that the systems were down so I needed to call back in two hours. At 1 PM I followed the same procedure, with the exact same result. At 3 PM I followed the same procedure but this time was told to call back in 4 hours. At 7:30 PM I followed the same procedure and got the exact same result, i.e., I was put in que for 15 minutes, and told to call back in 2 hours. Finally, I told them that this was my 4th call that day. They took down my phone number and PROMISED TO CALL ME BACK WHEN THE SYSTEM WAS UP. THEY NEVER DID CALL ME BACK! NOT THAT DAY! NOT THE NEXT DAY! NOT EVER!

Finally, the late following day I called Geek Squad again, the 5th call. After waiting in que the customer service representative told me that the insurance could not be reinstated because it was more than 4 months since the last payment was received. I then called the Best Buy Mobile store in Plymouth Meeting, PA (the 6th call), where I purchased the iPhones and GSP. They gave me a number to call at Best Buy. I did so (the 7th call). The Best Buy customer service rep gave me the same answer as Geek Squad did. I objected that I had never been notified that the credit card info needed to be updated. The Best Buy customer service rep confirmed that they had no record that I was notified about the needed updated credit card information or that I was notified that the GSP coverage was about to be cancelled or had been cancelled. Consequently, they offered to send an inquiry, reference # XXXXX6402, to the Best Buy buyer protection back office requesting that the GSP be reinstated.

Today, Best Buy responded to that inquiry, reference # XXXXX6402, and stated that they were sorry for the inconvenience but they could not reinstate the GSP # XXXXXX7500. In the email they provided me with an 800 number, i.e., 866-242-**** to follow up with if I had questions or concerns. I called that number (the 8th call) and the customer service rep again confirmed that Best Buy has no record that I was ever notified that updated credit card information was required or that the GSP coverage was being or had been cancelled. The customer service rep stated that he agreed with my sentiments and position and offered to initiate a SECOND INQUIRY, reference #: XXXXX5618. Following that call I called Best Buy headquarters in Minneapolis, MN (the 9th call) and spoke to a third customer service rep, Kristen. She was pleasant and acknowledged that I was never notified that I needed to update my credit card information or that my GSP coverage was about to be or had been cancelled. She again said, however, that she could not reinstate the GSP coverage. This is unacceptable. Moreover, it is a minimun gross negligence on the part of Best Buy/Geek Squad, but most likely intentional FRAUD.

Please be advised that I did not receive a notice that the credit card payments pertaining to GSP # XXXXXXX1750 did not go thru because the card expired. According to the Best Buy Customer Service persons who initiated the back office inquiries (there were two inquiries initiated) Best Buy/Geek Squad has no record of having followed up with me to notify me that the credit card to which the monthly premiums were billed had expired, or that they needed updated credit card information. I know for a fact that I was never notified. Likewise, I was never notified by Best Buy/Geek Squad regarding either the impending cancellation or the actual cancellation of the GSP insurance.

Please note that I have other monthly charges billed to credit cards, including charges billed to the card which the GSP premiums were charged and have never had this issue because the vendors notified me if they have a problem with payment going thru or the card expiring. In this case, I received ZERO NOTICE. I consequently paid for insurance that Best Buy let lapse without notifying me but my premiums were not refunded. My family and I have been long standing and frequent customers of Best Buy and Best Buy mobile. If this is how Best Buy treats its customers we will no longer do business with Best Buy, Best Buy Mobile or Geek Squad.

I will be writing the Best Buy CEO a letter listing the items I have purchased for my family as well as those items purchased from Best Buy at my suggestion by my brothers, my father, and my mother-in-law as well as my brothers-in-law and sisters-in-law and their families. Rest assured that none of the above will ever purchase a single item from either Best Buy or Geek Squad again. I know for a fact that we have purchase multiple TVs, multiple kitchen and laundry appliances, multiple pieces of computer equipment/printers/peripherals, multiple iPads, multiple iPhones, and multiple iPods, nanos, other cell phones, etc...from Best Buy. I also will be filling the internet web sites with complaints exposing the scam Best Buy/Geek Squad engage in with their GSP insurance product. It's a slick but obvious scam: Best Buy/Geek Squad collect premiums and then let the credit cards expire without notifying the insureds so that Best Buy/Geek Squad can keep the premiums paid early in the contract when claims are least likely to be made and never have to pay out a claim later in the contract when claims are most likely. Furthermore, of course, Best Buy/Geek Squad also does not notify the customers of impending policy cancellations because Best Buy/Geek Squad does not want the policies reinstated. Yes this is a scam and fraud when Best Buy/Geek Squad purposely does not have proper and sufficient notification procedures in place and they don't! I also will be filing a complaint with the Better Business Bureau and the Pennsylvania Insurance Commissioner regarding the fraudulent conduct of Best Buy/ Geek Squad in this matter.

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Loss:
$500
12 comments
Guest

Forward the aforementioned dispute to your local district magistrate to resolve and, hopefully, be granted monetary compensation/reimbursement for their deceit against your party. The applicable judge only is concerned with two inquiries. Who's a fault and the amount monetary damage.

Guest

I received notice in the mail that my plan was suspended due to non-payment and would be cancelled if not paid by the end of next month.........I don't have, nor have I EVER had, a Geek Squad Protection Plan

Guest

I sent it by snail mail.

Guest

The exact same thing just happened to me.

Guest

This doesn't even make sense. You say you paid outright for the protection plan then switch and say you were paying the monthly premium.

If you paid for it upfront, you have two full years. If you paid monthly, then it will be canceled if the payments aren't received.

Guest
reply icon Replying to comment of Guest-921468

I said I had purchased two phones. I didn't say that I had purchased both simultaneously or that I had paid up front for insurance on both phones.

On the first phone I was not told that there was an upfront one fee payment option which was less costly than the monthly option. I was informed of that when I purchased the 2nd phone though. I paid upfront for insurance on the 2nd phone.

When I went to Best Buy do to a problem with the second phone they looked up my account.

Both phones were listed and they were the same make and model phones. The insurance on the 1st one I purchased had been cancelled. The insurance on the phone I was having problems with was valid.

So they did fix the 2nd phone. The same day I found out that they had cancelled the insurance on the 1st phone, I called Geek Squad and the arduous process I described above began.

Guest

Same thing here. They told me that they sent notification via email and regular mail, but I never received either. I will never use geek squad again.

Guest

Same thing happened to me. Card expired never notified.

Was a 3 year contract. Breach of contract!

Guest

I paid for their insurance and dropped my sprint insurance. Friday I spilled water in my briefcase and best buy says they cover water damage, but not submersion.

I'm 6 weeks away from and upgrade and paid the insurance for two years. Don't shop at best buy!

Guest

My insurance was cancelled without notice. I didn't find out until 4 months later. When I asked why I wasn't notified about my cancellation the correspondent told me that they sent me an email regarding the cancellation of my insurance but I never received any email from geek squad ever except for when I bought the insurance back in November 2013

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Burel Zjv

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
| map-marker Florida City, Florida

I payed for one lens and received another one (3 times cheaper)

Best Buy - I payed for one lens and received another one (3 times cheaper)
Best Buy - I payed for one lens and received another one (3 times cheaper) - Image 2
Best Buy - I payed for one lens and received another one (3 times cheaper) - Image 3
Best Buy - I payed for one lens and received another one (3 times cheaper) - Image 4

I sent 4 emails to best buy...After a pick up in Orlando store, i realized that i had a problem. I bought 4 items, as Order number: BBY01-5939****162 ... and 1 item is wrong...

After the 4th time... i give up..

OK BEST BUY..

i tried, i waited... and 0 answer... it was simple... i payed (US 339,99) for 1 item and you sent me another one, cheaper (US 100,99)... i asked you a refund...and nothing... radio silence.... i just received an auto reply email........the math is simple... $ 339,99 - $ 100,99 = $ 239,00 of refund.

I beg you, can you please, if it´s not a big deal for you, and if i, your costumer, am not disturbing you....give me a discount with the same difference that YOU need to refund me ?? i live in brazil... i cant go to the store...but i can buy another item and send it for a friend there (USA)...so no problems with the delivery....

so, i propose to you..... i will buy the item that I WANT since the first time..... but please give me the refund that is mine as a discount ........ you can check your Orlando, FL store 1530 inventory... you will notice that you made a miskate.... i bought a Canon 50mm F1.4 lens .... and you send me a Canon 50mm F1.8 lens!!!!

can you please give me a cupom or something that turns the Canon 50mm F1.4 from $ 339,99 to $ 100,99 ? ...... if you dont want to refund me , ok... so for justice, give me the discount !!!! this help you ? this make it more clear for you ? i sent you photos! i sent you the receipts... everything... I AM ASKING you to check your inventory .... i am not here wasting my time...

PLEASE CHECK THE PHOTOS! THE NUMBERS, THE CODES!!!!! you must realized that you sent me the wrong product... i payed more than US $ 2.777 in the total order (see the photos) !!!! .....

https://drive.google.com/folderview?id=0B0Og4kiDeGn-dV92Q1pZNXBPdXM&usp=sharing

Regards,

Emilio

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Loss:
$239
2 comments
Guest

call your credit card company

Guest

I hope you paid by credit card. If you did, call them and explain the situation and they should refund your money. You can also contact the Better Business Bureau and file a consumer complaint against Best Buy: http://www.bbb.org/minnesota/business-reviews/electronic-equipment-and-supplies-dealers/best-buy-stores-lp-us-headquarters-in-minneapolis-mn-7663

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Anonymous
map-marker Boston, Massachusetts

Worst experience ever

I have spent a great deal of time in finding a computer and was ecstatic to find that it was in your stores. only to find out that it wasn't and I had to order it from you on line. which was find. four credit cards later I find out only after I called a store that it wasn't your web site but another. yet I was going through the best buy web site. when I called the number that the store had given to me for the web site I found the company didn't have the laptop had nothing to do with the ordering just the shipping and was very adamant that it was a best buy issues and has nothing to do with them. That if they best buy had the laptop on line then they had it to ship. once I told them for the fifth time that best buy didn't have it any more, the company I was talking to could. sell me the laptop but for fifteen hundred more with out a warranty. On top of all of this I find out that best buy did charge my credit card for the amount for a laptop that you don't even sell or have in the store. I had to call the credit card company and go through a hour of explaining what had happened to cancel out the charge. how can you as a company charge for a laptop that you don't sell or have control over?! I have never run into such a problem all around and am extremely disappointed in the store and who they meaning best buy does business with. due to this issue I will be telling my friends and family what has happened as well as on your online review. I hope this is a problem that will be fixed soon. I nor my family will ever visit or buy from this store again. I will also be deleting my online account and rewards program. these practices that you have put into place is extremely disappointing and worrisome. I have just got an email from them telling me that the laptop I wanted was in stock. however after calling it isn't. I had to go to another company for the laptop. It was four hundred dollars cheaper and was expedited for free. Never buy anything from here.
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Loss:
$2300
Anonymous
map-marker Richardson, Texas

Best Buy's price match isn't real

A Terrible Customer Experience My recent experience with Best Buy’s online store has been as bad as my experiences have been in the big box itself. Want to know what truly bad customer service is? You need go no further than Best Buy. At the end of March I purchased a notebook computer online from Best Buy’s Marketplace. Within a few days, I saw the same computer on Amazon for $50 less. Best Buy has a “Low Price Guarantee” which I called to invoke. I was told that the maximum they could do on a price match was $20 plus tax. I reluctantly agreed. I was told it could take a couple of billing cycles for the credit to show up on my credit card statement. When nothing showed up in June, I called Best Buy online. I was told (1) that the low price guarantee doesn’t apply to the “Marketplace,” and (2) I should have gotten communication from Best Buy explaining that their review process denied the price match (which I didn’t). When I explained that had I been told in time to return the item, I would have simply returned it and bough it on Amazon, I was transferred around to several different people, but eventually found out Best Buy’s price guarantee is bogus. With each person I spoke to, I had to explain the story all over. It took well over 30 minutes of my valuable time. One person said, their records didn’t show the price that was being matched. How is that my fault? At the time I originally called over 2 months earlier, the person who committed to the $20 refund took the time to look up the competitive price. Was it now my fault that she did not make a record? Unbelievable! And this ignores the fact that the price difference was $50, not $20! I explained that they had committed to a $20 plus tax credit to my credit card. Based on this, I had agreed not to return the machine. Now, more than 2 months later it was too late to return the machine. I was not at fault in any way in this error. Best Buy finally said it would give me a $20 coupon toward a future purchase. I explained that there wouldn’t be any future purchase given the way the company treats its customers. I just wanted to warn others: don’t do business with Best Buy. It’s a dying monster that deserves to die.
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Loss:
$50
2 comments
Guest

Best Buy Low Price Guarantee (From the website)

The Best Buy Low Price Guarantee is simple:

We won't be beat on price.

Best Buy matches the price of all local retail competitors and major online retailers, including Amazon.

The Details:

At the time of sale, we price match all local retail competitors (including their online prices) and we price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com. We match BestBuy.com prices on in-store purchases and in-store prices on BestBuy.com purchases.

If we lower our price during the return/exchange period, we will match our lower price, upon request.

Our Low Price Guarantee covers one price match per identical item, per customer, at the current pre-tax price available to all customers. Our Low Price Guarantee does not cover: The online prices of retailers not listed Contract mobile phones sold by any online retailer Products shipped from or sold by third-party sellers (Marketplace sellers) on websites Competitors' service prices, Best Buy For Business transactions, BestBuy.com Clearance & More and Marketplace items Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, open-box items, clearance items, refurbished/used items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor.

MattD78

While I do agree if Best Buy agreed to credit you $20 then they should do that, the price match policy does clearly state "Our Low Price Guarantee Does Not Cover: Products shipped from or sold by third-party sellers (Marketplace sellers) on websites". So the price match is real and the policy clearly stated, but this would still be a fail for Best Buy customer service even though technically they were not obligated to give you anything they did offer a credit.

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Tedd Taj
map-marker Richland, Michigan

Return Policy Review

15 day return policy is a fluke. Was told the item that I was returning was discontinued and could not be returned for even store credit even though the item stopped working shortly after purchase. Didn't even have the item for a month. We have a Best Buy card but we'll never shop there again!
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Anonymous
map-marker San Bruno, California

*** "Manager", They Lost a $1,600 Sale!

My husband and I wanted to purchase a 60 inch Panasonic Plasma HDTV which we saw on the Best Buy website for a reasonable price. Our time is limited so we wanted to buy it and take it with us on the spot. We spoke with a saleswoman who told us the TV was not in stock at any of their stores, and that it was a discontinued item. I knew it was being discontinued but the Best Buy website had indicated that they had the TV in stock in that particular store. We asked her if they would consider selling us the floor model and she said flatly, "No" because she "wasn't sure if they were going to get anymore in stock". I knew they wouldn't be because the item was not available at any Best Buy and was fast selling out on other websites online. We asked to speak with the manager and she said "I am the manager". She couldn't have been more than 21 years old. Later on I found out there was another Panasonic model in that size in Plasma that was definitely in stock at that store that she could have suggested that only cost about $100 more, which we might have considered, but all she could do was point out a smaller 50" in a non-plasma version that was not at all what we wanted. And she was supposedly a "manager"! She didn't even know her stock! We walked out of the store and ordered the exact TV we originally wanted from Amazon on our i-Pad right in the parking lot. They delivered it on the day we wanted and set it up for free. It's no wonder Best Buy is back in "deep trouble" according to today's news. People used to like the fact that their salespeople don't work on commission, but this type of situation is the end result. The employees don't care, and they don't work to make a sale even when the customer is ready to put cash on the table. This so-called "manager" couldn't even bother to engage us any further plus flat out refused to deal with us about the floor model. Losing a $1,600 sale like that when it could have been avoided was just plain bad business. In the end, when things like this are allowed to happen, I'd say Best Buy deserves whatever it gets.
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4 comments
Guest

The age of the manager doesn't have anything to do with your complaint. I had one job in an office, where the office manager had just turned 19 and she was good. You are putting age manager's age in as a put down, because you didn't get the service that you wanted from her.

Guest

dont be confused that they say they do not work on commissions and if she was actually the MANAGER of the store (I am pretty confident she wasn;t) they get a bonus on everything that is sold up selling is the moto! Amazon is great and you can't beat delivery to your door!! Good for you.

Guest
reply icon Replying to comment of Guest-802002

Lol best buy employees don't work on commission. not our fault you don't want to listen to our recommendations and only see it as "up-selling"

Guest

I chose the right city location but it posted the wrong one - I am the author of this post and this happened in West Hartford, CT

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Jodene Dpe

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Verified Reviewer
| map-marker San Dimas, California

Geek Squad f&^%ed up my MacBook Pro

Best Buy - Geek Squad f&^%ed up my MacBook Pro
Best Buy - Geek Squad f&^%ed up my MacBook Pro - Image 2
Best Buy - Geek Squad f&^%ed up my MacBook Pro - Image 3

I brought in my laptop because the screen had burn marks on it. So I brought it for repairs, said it would take about 3 weeks to fix.

I was kind of skeptic about this but then I decided to do it anyways. Surprisingly, it was finished in 15 days. When I picked up my "fixed" computer, I was happy because it came with wrapping plastic on the new screen. I thought the warranty was worth its price.

I was wrong. 18 days after having the computer fixed, I took a picture with the FaceTime camera and the color was yellowed-out. Sadly I did not take it in for repairs because I thought it was normal. But after about a month of using it, the screen that they replaced becomes wobbly.

Really wobbly, even as I'm typing this. Keep in mind that I have not touched what's under the hood after they fixed it. So I decided to bring it in for a complain and they said they could not do anything after 30 days. I even showed them the picture of what was wrong with the camera 18 days after it was fixed.

I was just about to yell and scream the top of my lungs to the manager but my friend told me to calm down. I paid almost 2k for this laptop and another 350 for the warranty and now I have to shell out another 200 bucks for some third party company (although it is approved by Apple) to fix the wobbly-ness. The reason is because Apple would not take my laptop after it is fixed by Best Buy. In conclusion, DO NOT TAKE YOUR APPLE, OR EVEN ANY COMPUTER TO BEST BUY BECAUSE THEY WILL MESS IT UP AND BE LIKE "OH I CANT DO ANYTHING ABOUT IT".

*** I paid 350 for the warranty and you can't do anything about it???? ***....

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Loss:
$500
2 comments
Guest

uh you should have gone in when you noticed the picture color was off as you say. why the *** do people notice something is wrong with something they Overpaid for in the beginning , only to decide "hey it's not working right, let me keep using it though and THEN complain later"

and btw what would you have gained by yelling at the manager except thrown out of the store if not escorted out by the police?

Guest

Better yet....don't buy at "Best Buy" and don't buy Apple (overpriced and proprietary) products!!! Don't follow the crowd, Don't Follow like sheep!! Be original and think for yourself with your own mind and rebel!!!!

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Anonymous
map-marker Atlanta, Georgia

Review about Helpless Manager from Atlanta, Georgia

Terrible service given by general manager Melissa at Douglasville ga location will never shop there again she was un helpful and not willing to fix an error that was made on the associate behalf. She does not need this title and make the company look bad
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Anonymous
map-marker Mantua, New Jersey

Card Was Closed Without Notice and I Was in GOOD Standing

I have a best buy card for several years now, I recently moved and hadn't changed my address yet. They must have sent me some sort of document, but it was sent back.

Instead of making an attempt to call me they closed my account!!! I made my payment last month and went to go and make this months payment when I saw the Red Message on my account screen! I looked at my credit on my freecreditreport account and saw that the closing of my account dropped my credit score 40 points!!! They had nothing to say but sorry and they said I could open a new account...forget them!

There customer relationship managers are horrible!

I was a loyal Best Buy Customer till just now, and I will never buy from them again and I will make it my goal to make sure no one I know ever buys from them again!

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5 comments
Guest

This card is run by Citi and Citi sucks, I hope that bank burns to the ground.

Guest

Thank you. They just did the same to me! They suck

Guest

I'm 99% sure this isn't the complete story, but MattD78 is 100% correct!

MattD78

Best Buy's credit card is handled by Citibank, so first of all if you want to complain about your account being closed Citibank is the one who did it, you might want to put it under their complaint section. Also, if you had read your credit card agreement you would have seen this "We may also close your account or

suspend account privileges at any time for any reason. We

may do this without prior notice to you."

Guest
reply icon Replying to comment of MattD78

Doesnt matter, they are a partner of Best Buy and represent the brand. Citi just did the same thing to me, and the reps are not empowered to fix the error.. they simply dont care about customers.

I too will never shop Best Buy ever again.

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Anonymous

Review about Laptop Repair

Took my laptop to get repaired and a virus removal scan. Repaired it and got it back in worse condition. Couldn't open any thing because they didn't remove the virus. Plus I was told they did a scan. Liars.
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Adrian Ymz

I just wanted my to exchange my phone for accidental damages!! Isn't that what I pay the geek squad insurance for?!

If it wasn't for yelp requiring at least 1 star I would put no stars... For as much money me and my husband have spent at this store I am upset for the way I mistreated. I wouldn't have minded the store being busy, but the service is just horrible and it is not worth the wait! Once in a while you may get lucky and get someone who is kind and will help you out, but my overall experience just makes me hate the place. I had purchased a Mac computer and many other programs and accessories for it and many other items. This was at least a $5,000.00 purchase. The employee who had sold it to us sold us all the wrong things for it. So it's true all these employees just care about their commission because he had sold us all the wrong programs for my Mac. I needed my quick books ASAP and he sold me a quick books for windows!! Some of the items were not even compatible with my Mac, but I went by this man's advice because I was hoping he would have known what he was talking about since it was my first time buying a Mac computer and this was suppose to be his profession. When I had returned these items they were unable to refund my money because of their policy. They can't return anything over $800 so a they had to mail me a check. Bad experience but I dealt with it. For the past month I have made 4 appointment's to return my iPhone because it was accidentally damaged. The past 3 times they were willing to accept my phone for accidental damages. On first visit I had forgotten to change my credit card for automated monthly payments so I immediately made my payment for the geek squad insurance early that morning. I was told the payment wouldn't go through for another 24hrs or else they would have accepted my phone for an exchange. So I had made another appointment for the next day late in the afternoon. Went to appointment and again they were willing to take my phone for accidental damages, but my payment still hadn't processed in their system. So I had made another appointment for the 3rd time. Went to my appointment and again they were willing to take my phone for accidental damages but my payment still wasn't showing on their system even though the money was taken out of my bank account. I was upset, but the made was kind enough to give me advice to whom I should call. I waited 2 weeks and made an appointment for today. My payment was showing on their system. The same guy who had helped me on the my 2nd visit was not willing to take my phone because he did not believe my damages were accidental. I reminded him of the other time I was there and how he did not argue the fact that it was an accident. So he denied ever doing that and made a rude comment. He said," are you sure this is the same phone you brought last time because I wouldn't have approved this." I was just given a hard time by this "Geek" so I asked to speak to his manager, but speaking to his manager didn't get me anywhere. Manager Riley Leggett was so rude to me and did not try to solve my situation. No matter what I said I was lying in their eyes. This is upsetting because I have made monthly payments to their geek squad insurance for over a year so my phone can be replaced when an an act of god accident happens, they should replace it. $15x12= $180. $180 plus some could have gone to a new phone!! There have been many other situations where I haven't been satisfied with there service, but have never been talk to the way I was talked to today. Satisfied customers are what brings business but people like Riley Leggett shouldn't be in a managing position because the verbal conversation we had today was very unprofessional. From the beginning of our conversation to the end of it he made me feel like my business didn't matter and his attitude was so careless and he made it obvious that I was wasting his time and did not show any compassion or even try to reason with me.
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4 comments
Guest

I find most stores look for ways to get out of their extended warranties and insurance. One is they make you deal directly with the manufacturer.

And the other is use the fine print or exceptions to the insurance. Even though it's covered by insurance most stores start losing money if too many customers actually use those plans since it's based on the premise that you will not use it.

Also Best Buy Mobile is technically a different company.

Even if Best Buy goes out of business Best Buy Mobile is already set up as a separate entity. Best Buy Mobile and/or their employees don't have to look at Best Buy the same way other store employees do.

Guest

In the sales person's defense, I know best buy employees do not make commission, so this situation makes me wonder if there is poor training by management in this situation. Still no excuse to sell you a bunch of stuff if he wasn't certain you needed it.

Urg... frustrating.

Guest

they are going out of business. laying off upper management 2000 in the us and 950 in canada and this is just the beginning.

Not a good place to buy stuff when they need to MAKE MONEY for the STOCK HOLDERS!! ceo needs to keep up his lifestyle!

Guest
reply icon Replying to comment of Guest-790465

I heard that we are suppose to get a fries here soon. So I really looking toward to that :)

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