Best Buy
Reviews and Complaints
www.bestbuy.com
Anonymous
Toms River, New Jersey
Online ordering
2 strikes their out. First a couple years ago I ordered an item online to pick up in store. Paid and received confirmation and then next morning received a cancellation notice. I was told that the order must have come in after hours and was automatically cancelled when they turned their machines on in the morning?????? Went to game stop and walked up to counter and bought item. Second- figured I would give it another try since I didn't need it as soon as the first time (which both were for Christmas) and it has been a couple years. I placed my order and checked progress online and a week later it finally said SHIPPED and gave UPS tracking number. So I check UPS and it says label printed but store has not given item to UPS. I check it daily and another week went by with same info. So I call the 1-888 number and get transferred for 5 min and then the person picked up and hung up. Wouldn't be so bad but they charged my account and it says item cannot be cancelled. So I had to buy the item at a store other than best buy(not the best) and wait to see if it ever arrives so I can send it back since I don't need it anymore. It's like someone telling you they will meet you some place and then they never show up or call and you don't hear from them again ????????
Loss:
$75
1 comment
Anonymous
Bronx, New York
Poor service at Best Buy
The slowest service ever! Ever time I asked for help I was told "wait a sec" or "I'll be there in a minute". Help never came. I was constantly told to go to the cashier for help but then I was told to go to another employee who then directed me back to the cashier. This cycle repeated 4-6 times and I basically wasted an hour doing that. When someone finally helped me they just said to wait on line. Why didn't they just tell me that in the first place!? Once I got on the line I wasted another 45 minutes even though there were only 3 people on line. Come on Best Buy! Once I finally got there they took 15 minutes to give us the computer. They kept on asking, " Do you want this?", "Do you want that?". No I don't! just take my money so we can all go home. What kind of service is that? Why didn't I just buy the computer at P.C. Richardson?
1 comment
Anonymous
Newark, New Jersey
Compromised Personal Information
I contacted a representative from Best Buy on 12-6-13 regarding several e-mails indicating my product being shipped. The E-Mail address is mine but the products ordered are NOT. My rewards account, e-mail and personal information has been compromised on at least 2 occasions and my rewards login and information was altered, blocking me from access. The representative pulled up the history and rectified the situation by reverting the information back to mine, canceling all the orders and offered no explanation as to how this could happen. My access was fine until today 12-7-13, when I received 2 additional orders in another individual's name but to my e-mail once again. I am forwarding this information as well as the corrective measures taken yesterday by the representative indicating my personal information being compromised to my attorney. I asked that a supervisor contact me after speaking with the representative on 12-6-13 and of course, I received NO CALL!! I am extremely upset and uncomfortable with Best Buy as well as how they handle my personal information. Along with sharing this information with my attorney, I will be alerting as many people as possible through social media and the web. This is a horrible way to treat dedicated customers as well as trusted personal information. I will expect a follow up on the part of Best Buy in an expedited manner!
1 comment
Anonymous
Charleston, West Virginia
On Line Orders for Best Buy Not Correct
I've done 2 on line orders with your "company". I have to say both have been bad experiences. First - Bought an on line Toshiba satellite laptop on line and arranged on line to have it shipped to my local store. After completing the order, it showed the store pick up was a store 3 hours away. I picked my local store in Charleston WV and it diverted the order to Christiansburg VA. I called to fix the problem. I was promptly transferred to a dead end. Called back and finally got a helpful person who tried to change order to may local store. It also changed his option to Christiansburg VA so he changed the order to ship to my office address. Next day checked my credit card was charged $20.00 more than what I agreed to pay. I called AGAIN and got a credit to my credit card, but not for the tax that was charged for the $20.00. Finally said screw it. This Monday 12/02/13 I ordered an IPod Touch for my son's birthday party on 12/08/13. I paid for expedited shipping and was assured this would be here no later than Thursday 12/05/13. Best Buy sent an e-mail to me on Tuesday 12/03/13 saying item was "shipped". I checked the tracking number through the UPS site and guess what? Here's what the UPS site is showing the status of the order -A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated. The order is not shipped. It's sitting in one of your warehouses somewhere as of today 12/04/13.
Anonymous
Las Vegas, Nevada
Warranty is a SCAM!!!! Way to Expensive and not true!!!
If you purchase Warranty on my new Lap Top in Best Buy and whe you do purchase they tell you: "if anything goes wrong we get you New One NO QUESTION ASKED!!! WEll that's not true it's BS!!!!Do NOT believe it!!!! Sales people have no clue what they saying/selling or they just MISS LEAD YOU in order for you to purchase Warranty!!! It's pure profit for them and it's pretty expensive. What they do,send Lap top for Repair for 2 weeks.If this happen 3 times same problem then they give you store Credit!!! It has to break 3x before replacement,but of course they do not tell you that!!!! BEAWEAR,Warranty it's NOT what they tell you!!! It's almost as a SCAM!!!
1 comment
Anonymous
PURCHASED WARRANTY - THEY DIDN'T LIVE UP TO IT
Purchased warranty on Samsung rechargable 3D glasses. First the SALES people didn't know what they were doing. I kept asking you sure these are going to work with the model I have. Yes they replied, 3 different sales people stated this. I told them you sure because mine is not listed on the box. Yes they replied. I bought 6 at the time for the girls to watch a movie that night. Spent most of my time trying to get them to work. Called Samsung tech support. They worked on it for an hour, then asked me what is the model number. Samsung than said those are the wrong glasses. This didn't happen once but twice. Ok I finally get the right ones and I paid for the warranty because the sales person talked me into it. The glasses worked for about 5 minutes. That is all we used it at the time because by the time you get them to work your exhausted and are done, or at least in our case. We TURNED THEM OFF. Well we go to use the like months later, and none of them work. Try to take advantage of my warranty from Best Buy. I go to their Customer Service Return line which is also their GEEK SQUAD line. Only two people in front of me. One took over a half hour for the the guy in front of me to get assisted. A Manager walks by and asked how am I doing, well did he get an ear full - especially since he was just saying that but didn't really expect me to answer. After informing him of how poor the service and how *** this was to have all of us wait in your Geek Support line to get assistance, he said well someone will be with you shortly. Really, because your shortly and mine are two different things. If they had to wait they would make me pay, but our time well Best (actually worst buy) Buy thinks is worth nothing and doesn't care. So finally almost an hour, I start to tell the lady, she interupts me because some coworker walked up and interupted. Why is his time more important than mine, it isn't. So anyways they are talking about a party, and joking around right in front of me. LMAO I coudn't freaking believe it after about 5 minutes I finally had it. Hey I think you need to get back to work or explain to your manager why I start screaming for assistance. PISSED off at this point. I have one of those rewards cards that show how much money I spend in their *** store. Well after they look at my receipt go back and forth through the computer they find my warranty. Start to say *** stuff like the date is wrong, I said you knuckle head, look at what your doing the date on our receipt and what your looking at. Well oh, they said I was looking at the wrong one. Yes you are this goes on for another 20 minutes, well they finally found it and said ok she will process this and you can be on your way in a moment. By the way no sorries at this time. Oh she says, then goes to the back where the manager was hiding and who did not come back. She then comes back we can't do anything. WHAT!! after spending all this time. Yeah, you will have to take this up with the Manufacture. I yelle for the *** in the back. I finally came up and I said I am done. I said look at the items I purchase here. I am done. Let's go over a few 80" LED TV 240htz, computers, phones, BEATS - 4 pair headphones the Executives, 60" Samsung LED 1080, plasma, the list goes on and on. I usually only buy stuff from these knuckle heads when I (in my mind) can't wait until the next day. Well now, never again. Can't trust them, people are grumpy, they don't know much, and never available. What the heck do these companies think they are doing? Rate them a 0 and won't be purchasing from them again.
Loss:
$400
Anonymous
Louisville, Kentucky
Best Buy's 15 Day Return Policy!
March 22,2013 My daughter purchased a TomTom Start Gps from Best Buy for a total price of $127.19 for my birthday. I did not know there was a window of 15 days to return an item.I tried to return the GPS on April 13,2013 Best Buy refused to give me the money or store credit.I am now stuck with a GPs that I neither want or can use. I am sure if the item had been purchased from any other store there would have been no problem in the return.Best Buy wonders why they are losing customers and having to close stores? Best Buy..You have lost me and my family as customers. We will go to a store that has a better return policy!
Loss:
$127
29 comments
Hector Rwi
Charlotte, North Carolina
Best Buy-er Beware
Purchased a new iphone a few days ago at $199 and had asked if there would be any special offers that would make it worth waiting for the holiday weekend and was told they didn't see any thing coming up.I received an offer from BB for the same phone at $75 less. Went to the store and they would not honor the pricing. A person name "Walt" at the Mooresville, NC location claimed to be the GM for the entire store and would not provide any service, give his last anme, nor provide me with his business card when requested. I asked why he would not make a decision based on customer satisfaciotn and he said he could not do so. When businesses do this they wind up facing Bankruptcy! I will cancel my BB credit card and take my business elsewhere and I suggest that ohters do the same as I share this with friends and family.
Loss:
$75
2 comments
Aarna Bzq
Spring Valley, Nevada
Horrible Management, customer service and their Geek Squad contract is worthless!
On Sunday, September 15, 2013 I had an employee be so rude to me over the phone (it had to do with the new laptop I just purchased and was waiting to pick up). I was so angry that I went into the store to speak with the manager. Kyle, the manager decided that it would be a good idea to have the employee present while I'm still heated and trying to talk to him. (Really, how long have you been in the service industry?) In addition, the only thing he could say to me was that that particular employee has never had a problem before! Well guess what, KYLE???? He has one now! I was so mad, I told him that I was just going to leave and that I know that he (Kyle) wasn't going to do anything about the situation anyways! Monday, I decided to call and ask for the General Manager, Ken. He was off. Tuesday morning, I called again. He's not in yet. Tuesday night, I called. He is in a meeting...maybe you should try to email him. So, I email him. It's exactly 2 weeks later and I still have not heard from good ol' Ken. I will NEVER shop at Best Buy ever again! On top of it, I am stuck with a $300 plan I paid extra for to receive help from the Geek Squad. I asked them to make sure to transfer all my information from my old computer. Of course, that didn't happen, so I called Geek Squad to help me download something. They told me that they couldn't help me and that I had to go into the store or pay for someone to come out. Unbelievable!!!!
Loss:
$800
2 comments
Anonymous
Denver, Colorado
Can't get answer to my question
Have what I thought was a straightforward question in general about a 3.2 compact fridge. I emailed 12/10/13. I was directed to online forum and help to try to answer my question. Was given an option if I wanted a specific response, to email back and they would reply within 3 business days. I chose that option because I couldn't find my answer in their info online. TWO WEEKS LATER THIS IS THEIR RESPONSE: "This level of technical support is beyond our capabilities via e-mail. If you are not able to find the answers you need on our web site, please contact your local Best Buy store to speak with one of the sales associates." You can bet I WILL NOT be buying one from Best Buy (or anything for that matter.)
Anonymous
Jupiter, Florida
Not willing to work with customer on prices or compensation for me spending hours on hold or on the computer on Cyber Mon & not getting what I want
I have had a terrible 2 days trying to make a purchase from the BB website. I have wasted hours (yes hours) on the phone (waiting for someone to pick up) & on the website. Not only will I not shop on Cyber Mon again, but I am really aggravated that I asked for BB gift cards for my bday. You won't meet a lower cost from Home Depot bc it says "while supplies last" & it is $60 cheaper from them! The TV I want is not in stock, & I can't order one for shipment later, nor will you give me a similar TV for a close price. I am a teacher who is very budget conscious & very tight on time. I have wasted a lot of the last 36 hours trying to make a purchase from BB only to be unable to & now I am getting no help as to make me a satisfied customer.
4 comments
Dedrick Xkv
Grand Junction, Colorado
I bought a computer 3 weeks ago, and it is full of problems
I bought a computer 3 weeks ago, and it is full of problems. I took it into the store today, and asked what they could do to fix the problems. They said they could sell me a $200.00 tech support program. Other than that they weren't willing to do anything. The manager and team were extremely cold and rude. They said I was one week to later for a return, and basically after only owning it for 3 weeks it would cost me $200.00 , to get it repaired. I told them I wouldn't be buying anymore products from them again, the manager said he gets threats all day long. Wow!, what an attitude and what does that say about Best Buy. This took place at the Grand Junction store in Colorado. The manager's name was Shawn Cheever. He has cost Bet Buy some future sales for sure.
Loss:
$350
5 comments
Anonymous
Snellville, Georgia
No help in the store? The solution is place a phone order while standing in front the customer service person
I went to the snellville, store in gwinnette county Ga. Prior to going to the store I call for info on a laptop computer. I was invited to place the order on the phone but I declined because I wanted to shop around. After spending 1 hour trying to get help from someone I did the ridiculous, while in the store I got on the phone, and was able to place the order, while standing about 100 ft from the employee, I asked him when could I pick it up? Then waved to him and said am right here. This snellville bestbuy is the worse for help in the store, dont go there,
3 comments
Anonymous
Beaumont, California
Geek Squad Protection doesn't work
I bought a cell phone galaxy and bought the protection plans. I had trouble with the phone freezing and was able to return the phone 2 times without hesitation or questions. Last month my phone froze so I took it in to get it sent out. And the guy at the counter said he had to trouble shoot it before he can send it out. He then told me that the phone is working fine and if he can't see anything wrong with it he can't send it out. I asked then why do I pay 9.99 a month? He said if I send it out and there's nothing wrong you have to pay 150.00. I then asked him so you the associate have to see something wrong with the phone and not take the customers word how is that fair if I'm paying for the insurance? In frustrated that my phone didn't get sent out and I feel like I've paid this 9.99 a month for nothing. I don't plan on buying another phone from Best Buy and I glad I didn't but the protection plan for the carpet cleaner I just bought.
Loss:
$360
1 comment
Rosa T Ism
Holyoke, Massachusetts
Horrible Customer Service and Non-existant Staff
About a week ago I accidentally dropped my cell phone in the sink and it got completely soaked. So I went to Best Buy, since the phone protection plan is through them. I have gone through this process a few times and their service gets worse every time! I go to the Geek Squad counter and request to get a loaner phone. There are no loaners at the main store so the associate calls the mobile store they have downstairs. They have some, but the wait will be about an hour. After I tell them I do not want to wait so long, they assure me that it should not be that long. So off I go downstairs. There is ONE associate in the store and there are three other people besides me that are waiting. I had to wait two hours until I got any service and that was because an off duty employee that came into the store started the exchange process for her. Then I am informed I cannot get a loaner phone, because they needed my boyfriend's last four social security numbers, since our provider is Sprint, and I didn't know them. Usually I would be fine and just be on my merry way, but I was livid and extremely annoyed that I had just waited for two hours to be told that I couldn't get a loaner when I could have done the whole other part of the exchange upstairs two hours prior. A few days later, my boyfriend gets a call alerting him that the phone has arrived at the store. He lets them know I will be picking it up since he is at work. I get to the main store and again there are two associates at the counter and one of them is training and cannot do anything to help any of the customers picking up phones. The only knowledgeable associate is extremely slow and takes forever to assist the customer she's with when I first walk in. There is another customer before me and she is also extremely irritated, because the associate takes ONE HOUR to assist ONE CUSTOMER! So not only do they have no staff, the meager one they have is completely inefficient. So again I wait for an hour and again a random associate shows up to assist them. I did not have my receipt with me so again there was nothing they could do to help me. Are you joking? I know all the information on the account and I was the one who brought the phone to be exchanged. I understand that is their policy, but again they made me wait an exorbitant amount of time for no reason! If they had more staff or properly trained staff then I would have been told I couldn't pick up the phone in a more reasonable time frame and not take an hour before they even acknowledge me. I refuse to deal with this store's horrible customer service and I found it highly ironic how they had a banner right next to the counter touting their excellent customer service. I have worked in retail and hospitality for many years and I am appalled by the customer service in this store. I would rather pay the extra money to have a protection plan directly from the carrier.
2 comments
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So you are complaining about something that happened a couple of years ago??
And I thought it was three strikes...not two....