Best Buy
Reviews and Complaints
The worst customer service experience I ever have
Best Buy has WORST customer service at Bowling Green, KY store
Can't get service on refrigerator with a service policy
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Verified Reviewer | Rancho Cucamonga, CaliforniaI 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
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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Verified Reviewer | Florida City, FloridaI payed for one lens and received another one (3 times cheaper)
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
Worst experience ever
Best Buy's price match isn't real
Return Policy Review
*** "Manager", They Lost a $1,600 Sale!
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Verified Reviewer | San Dimas, CaliforniaGeek Squad f&^%ed up my MacBook Pro
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???? ***....
Review about Helpless Manager from Atlanta, Georgia
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!
Review about Laptop Repair
I just wanted my to exchange my phone for accidental damages!! Isn't that what I pay the geek squad insurance for?!
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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.