Best Buy
Reviews and Complaints
Reviews Chart
1.9M
CLAIMED LOSSES
3.9K
TOTAL REVIEWS
330K
PAGE VIEWS
25
ISSUES RESOLVED
Steve Azerela Brookfield Rude manager
Went to Best Buy store in brookfield to ask for repair on a DVD player I bought expensive service plan for. I am being told to wait a minimum of 3 weeks to get it back. I asked to talk to the manager and get explanation of why I paid so much money for a plan and have to live 3 weeks without something I use every day. He is telling me to read the contract. I hand him over the contract and ask politely to show me the section in there that says that I am not to expect any commitment for a repair. His answer - figure it out yourself or ask your manager to. I am asking for his name so I can file a complaint with BBB, he is telling me he is not going to give it to me and I should just go and if I am not happy, maybe buy a new DVD player instead what a commitment, what a manager focused on the welfare of his customers and that service plan, what a ripe off.
2 comments
ID
Location
Milwaukee, Wisconsin
Loss
$180
Best Buy Warranties = Worthless
In 2005, I purchased a Westinghouse 37" LCD TV for nearly 1700. I was well aware of the 'hard sell' on warranty programs but having small kids and bad luck with other appliances, I purchased the program for another 250. On January 4, 2008, I contacted the store where I purchased the TV from about getting it serviced as the picture would appear for a second or two and then give me a black screen. The store referred me to the 888-BEST-BUY number for in home repair due to the size. After waiting on hold for nearly 30 minutes, I was connected to a service rep who told me I would be hearing back from a repairman within two days. After not hearing from anyone for four days, I called back and was told the same thing again (standard customer complaint reply, I know). After pointing out to the rep on the phone I was already overdue for a call, the rep took my work number (they now had three numbers to get a hold of me, none of them being my home phone) and told me I shoudl expect a call by the end of the day. When I arrived home there was a message from the repairman. Even though Best Buy marks the serial number abd other identifying numbers for parts, repairs, or replacement on the warranty info, they did not provide the material to the repairman! I was told by the repairman I would be hearing back from him within a week or sooner if he found parts. After 8 days, I called the repairman who informed me that parts for this model were unavailable and that he informed Best Buy about repurchasing the unit. I promptly called Best Buy to verify this info. The customer rep said that 1) no repairman had called to verify the parts and 2) no one from Best Buy followed up to make sure the parts were ordered. I proceeded to file a complaint via Best Buy's website. Instead of the three business day response, I received an email the following week with the same standard customer reply--please call us to discuss the issue. I called back again that evening to speak to a manager at the service center. Again, no followup on Best Buy's end. While I waited, she contacted, or said she contacted, the repairman. I was told parts had been ordered and I would be receiving a call scheduling a repair time within the next two days. Again, I waited four days and contacted the repairman who said NO ONE FROM BEST BUY CONTACTED HIM and that HE CONTATCED THEM OVER A WEEK AGO ABOUT NOT FINDING PARTS!! Being irate, I called Best Buy again. this time I was informed that my REPLACEMENT ORDER was approved the FIRST time I talked to a manager! When asked why I wasn't notified, considering they had FOUR numbers to try, they were speechless. I asked for an order number abd was told one would be given to me when they call to let me know I am authorized to exchange. Again, they were left speechless when I said they should have the number already (they didn't) and they should have notified myself or the repairman that an exchange was inevitable (again, they didn't). So three days AFTER I finally get a replacement approval, Best Buy calls with an exchange number and informs me that I get the depreciated value of the discontinued model of the TV and it MAY NOT cover the replacement cost. Long story short, it took nearly 4 weeks to get my TV replaced, which originally cost 1950 with the warranty, and I walked out with an Insignia for 700!!!! How is this a comparable exchange??? What about my headaches??? Never again will Best Buy see a red cent of mine!!!
4 comments
ID
Location
Milwaukee, Wisconsin
Loss
$1200
General manager robert blair - best buy store 266 (fairborn,OH) BEWARE
My son who had to use the restroom at best buy has been accused of stealing a CD and physically pushing my daughter's fiancee for interfering since he was acting as his guardian during that time. He was held for 20 minutes and interrogated. Other staff apologized for the mistake but general manager Robert Blair never bothered to apologize for his actions. Better be careful when using public restrooms!! You might get in trouble and be accused of something that you never did. Located at 2907 Centre Dr Faiborn, OH 45324 store 266. Best Buy Corporate and District Manager - attention!! We demand an apology!!
ID
Location
Dayton, Ohio
Service
Best Buy Manager
Geek Squad What a Joke
My one year old laptop had a bad power adaptor, bad network adaptor. Now this was covered under the warranty they sent it out to the service center and it took 3 WEEKS to get fixed, then I finally got it back and the network adaptor was still not working. Now they told me the service center checks everything when it was there. Well they did not check the Net Adaptor, so I had to bring it back again to go back to the Best Buy again,and sent back to the service center again, now it has been 5 weeks since I have seen my laptop and I am not happy. Now I work for a school district and in the IT Dept and deal with this stuff all the time, when If have a problem with a Dell pc the said out a tech the next day and it is fixed within the hour!! Geek Squad doesn't even repair this stuff onsite what a joke. Now the time that has passed , I could have repaired this myself and been back up and running today I am calling the store and chewing somebody's ___ out!. Do Not Purchase any pc's or laptops from Best Buy you will be sorry!!!
24 comments
ID
Location
Sacramento, California
I went to the local Best Buy to return a Ipod Touch (un-opened) that was doubled up on for a gift. I bought it just before Christmas, and the return policy was on a extended program (10 days extra), which ran out on Januray 31,2008. I arrived at the store at 10 a.m....
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9 comments
PissedConsumer189127
#189127
You failed to return on time your fault.
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ID
Location
Falls Church, Virginia
Service
Best Buy Manager
Laptop returned 4 times - GeeksSquad did not repair and lied
I have been a customer of the Red Lion Rd and Roosevelt Blvd Best Buy for yrs now and am extremely unhappy with the treatment that I have been givien by them in regards to a laptop that I purchased from them. I went in to their store to look at a laptop that they were advertising in their weekly flyer and when I got there,it was sold out.I looked around and found a much better one at more than double the cost and asked if they had it in stock.They said yes so I bought it.I also bought all the extra warranties and protection services that they offered with it so I would have no issues with it. I only had it for 11 months and had to have it back to them 4 times for repairs. Each time they(their geeksquad) fixed it the repair laster for 1-3 months before it gave me problems again. Anything from not being able to update my security to not even being able to log onto the internet. They "claim" to have done everything fdorm reflash the harddrive to replacing it.The last time I had it in to them,I told them I didn't want it back until it was completely fixed no matter how long it took! They told me they would have to send it out to HP for service this time and could take 3-4 weeks.I agreed.Within a week they called me and said my laptop was ready?? I asked how it came so fast,and they said they didn't know but it was back. I went to get it and the same week,it was coming up with all kinds of errors and shutting down the laptop.I complained to them saying that my manufacturers warranty was up in less than a month and I wanted a new laptop(which is in their warranty agreement. It states that Best Buy will replace your laptop if they cannot fix it! They just told me to bring it in again for them to fix it!!! I told them that that is not satisfactory and that even if they fixed it, it would only last for a short time and I would be at the same spot im in now,but without even my manufacturers warranty which was up in a few weeks. They then told me that I would have to deal with HP directly from then on!! I told them that thats why I bought all the extra warranties so I didn't have to go through this.They just said that they could not help me anymore and I would have to go through HP! I was still paying them,had it back 4 times and still had a probelm, but I would have to deal with HP on my own now! So I did contact HP and to my surprise, they never had my laptop in for reapirs as Best Buy stated! Best Buy completely lied to me about sending it to HP!! HP then told me to send in the laptop to them so they could look at it.Withing a few days of receiving the laptop, HP contacted me and said that the laptop was beyond fixing and that they were going to give me another one. In fact, they even upgraded it to an even better one. I contatced Best Buy corporate and told them what happened, and they basically brushed me off as the local store did. I told them that I had all the repiar orders form the geeksquad showing that it is a continuing problem,and they said they didn't care! I told them that while my laptop was getting fixed or replaced,I would not continue to make payments and in fact wanted a credit for all the times my laptop was in their shop for repairs.Why did I have to pay for something that was broken more than it was up and running?They just said that it would be foolish of me not to pay as it would hurt my credit!!! A multi-million dollar a yr company and they couldn't even satisfy one customer with one laptop!! Especially since all they had to do after the 2nd or 3rd time was to send it in to HP and they would have replaced it! I didn't ask them for money back,or a better computer(which this one was suppose to be)I only wanted to be able to use it and not keep getting these temporary fixes! I am completely disgusted by how they handles this and the lack of dedication to their customers! I have bought 2 computers form them withing a yrs time(one laptop and one desk top)which cost over 3k total.I am not a consumer who buys the cheapest products and expects them to perform like the best.I spend the extra money to get top of the line equipment and all associated warranties to protect them.This situation proves that they couldn't care less about me,or any other customer of theirs.They only care about getting your money and when you have a problem,they completely dismiss you! Please tell anyone you know to stay clear of their business before you get screwed over as I did.
3 comments
ID
Location
Philadelphia, Pennsylvania
Thank you for using the Better Business Bureau's Online Complaint System.Your complaint has been assigned case # 5711****.Correspondence regarding this complaint will be emailed to : nagi4649@***.comPlease print a copy of this for your records. Filed on : January...
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8 comments
Everett
#116131
Shane Ryack - Look at the receipt and see if there is a sub-line under the model number that states "LP: 123456****". You're looking for the LP (License Plate) number.
If the plate number is not on the receipt then it was rung up incorrectly. Try to find the "Shelf Display" sticker and return to the store with that. Explain the situation (calmly please, a little kindness goes a long way) and present the receipt and sticker. Ask for the promised price.
If the rep says "no" ask for the computer manager first (sub-managers are easier to pull away), if not available, ask for Store Manager, if not in, ask the the "M.O.D." Rinse and repeat. If no results, call 1-888-BEST BUY and explain. Rinse and repeat.
The original article seems misleading. The employee could very well be correct.
IF the customer did/did not specify the latest model Best Buy CARRIES. Not all Dell models are available through Best Buy. Our latest model could very well be somewhat old depending on when during the year you're shopping. Just before the new models come out, the oldest models (on display) would technically be the newest model available.
Not enough information here. This is hearsay.
The restocking fee is listed on the wall, on the receipt, the rep should have mentioned it and there's supposed to be a yellow sticker taped over the seal that reads "14-day return policy, 15% restocking fee if returned". Best of luck, sorry they made a bad impression.
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ID
Location
Kalamazoo, Michigan
Loss
$794
Best Buy is stealing from trusting customers!
What you should know when you let Best Buy "get the pc ready for you" With E-Machine or Gateway, There is not anything to get ready for you. They are ready to buy, take home and set up. They already come with a trial version of virus protection. They are also charging you for 2 virus programs, that do not get along with each other. Consumers are being told that Best Buy has to get it ready, and they are lying. They are charging up to as much as 200.00 for this service. Whats worse, they are charging you 50.00 to make a back up copy of the operating system. All you have to do is look in the start menu and create your own with the touch of a button. Best Buy is laughing at you all the way out the door "what a sucker" is exactly what they are saying. Trust me, I hear this over and over.
5 comments
ID
Location
Sioux City, Iowa
Bestbuy.com blacklisted me. Told me I bought too much from them and I can no longer place an order with best buy or bestbuy.com. Apparently the store manager was upset that I always bought the sale items on their website and nobody else could get sale items. I only...
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7 comments
PissedConsumer256164
#256164
best buy only sale junks & no cover extended warranty,junk junk,martinsburg west virginia,not recomended is piece junk.
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ID
Location
Monroe, Michigan
Service
Best Buy Manager
Loss
$1000
I hate Best Buy
I was an avid best buy consumer, until today. I went online today to make a payment online like I do every month for a tv that I bought on the "No Interest for 18 Months" which should say "You don't have to pay interest for 18months but if you don't pay your balance off in those 18months then you pay ALL of the interest from those 18 months." I was aware that I was going to begin being charged interest, but I was specifically told by the sales rep that signed me up that it was on the remaining balance, not all of the interest from the time of purchase. My finance charges are now more than half of what my balance was only 18days from the time I noticed this charge. I spoke with a very rude "supervisor" through the 800 number and was basically told, to bad. I offered to pay of my entire balance previous to this charge but said I would not/cannot pay an extra $600+...just want to let people know what that NO INTEREST scam really means so it doesn't happen to anyone else.
5 comments
ID
Location
Raymond, New Hampshire
Best Buy
Best Buy consumers that are typically upset don't realize that the Best Buy employees have to follow guidelines written by our corporate office. If those guidelines aren't followed we can be fired. 2. Open computer software,video games etc it is a copyright federal law that we can not return them we can only exchange them for the exact same product. Otherwise we're looking at a federal lawsuit from the manufacturer if not more and yeah that wouldn't be pretty. Also, unfortunately we don't know peoples stories or backgrounds so we have to treat everyone on the same grounds. One person could say they aren't trying to *** us, but really be someone who is and the next person could say the same thing and really not be, we don't know. 3. Most of the time we're frustrated because the manufacturers of the products we sell put us in bad positions. We can only get as much as the manufacturers say we can get. Unfortunately during the holidays thats not always enough. We try to do what we can do but right now I'm especially feeling the frustration when we don't have a product in and its not our fault either. Most of the complaints I have actually read could either 1. be traced back to our corporate policies 2. be traced back to the manufacturer or an manufacturer issue. If you got a defective product most of the time its not because we secretly smashed it in the back and put it on the shelves, it comes to us how it comes to us and they originally come from the manufacturer. I just feel bad because some things have been totally misrepresented about this company. I hope more individuals become more informed. Also, I apologize to those individuals who got a newbie or the one of the few employees that didn't know anything. At our store it is our upmost duty that if we don't know we find someone that does know. And just to let you know it is hard to sleep at night knowing that there are unhappy customers. I think the most important thing about human nature is that if someone tries and I mean really tries you should give them credit. Everyone makes mistakes and as long as people are out there working, there are going to be mistakes made. We don't want them to happen but its inevitable. Thats all I have to say.
7 comments
ID
Location
The Colony, Texas
Best Buy
My elderly, disabled sister purchased a Best Buy computer with the extended warranty for about $1200. It never worked properly, if at all. She took it back to the Tupelo, MS store on numerous occassions requesting repair or replacement. After each visit, it malfunctioned within a short period of time. She finally got 2 indedpendent computer expert written evaluations that it had too many problems to repair, mailed those to the pres. of Best Buy, and requested that he honor her extended warranty with a working computer. She got back a letter of apology which is not helpful since she has no money to purchase a working computer-making it her Worst Buy.
ID
Location
Galeton, Pennsylvania
Best Buy - Customers don't count
The Best Buy organizational culture appears to be one based on rigidity and indifference towards the needs of customers. After spending $1200 on a laptop computer, I was told it would take 3 hours to do the installs and pre-service work for which I had agreed. I left the store at 1pm with the plan to return at 6:30pm on my way to an important dinner with 15 friends. The store was not near my home. They called later to tell me that it would be much later before it finished. Conversations with several Geek Squad members proved only more frustrating because they did not seem the least bit concerned about my inconvenience. But, they said they would talk to a manager while I was en-route to the store. It should be mentioned that I would be unable to return for several days and miss a full day at home to set up, etc. if I didn't get it that night. At 6:30pm I arrived (after changing my car pool situation) and waited over 45 minutes for the computer, making me very late for my evening. I realize that they could not have speed up the process at this point and my dinner plans were ruined. However, no offer of a small discount or gift card was offered. Nor were there any apologies about the delay. In fact, the one Geek said, "I talked to the manager about a gift card or something and he said there really isn't anything we can do." That translated to me as "We have your $1200 so we don't need to do anything for you". I would have returned the whole system had I not been screwed for the $129 of non-refundable service they had started. I sat there close to tears for 45 minutes watching dozens of people make large purchases. A small gesture of understanding would have saved a customer. The failure to extend a small gift card ($15-20) has lost them far more in my business for life and that of any others if in my power. And, I started with the 15 friends I met later that night. Best Buy is clearly the most customer un-friendly organization I have ever encountered.
4 comments
ID
Location
Cincinnati, Ohio
Product
Best Buy Gift Card
Best Buy is a ***!
I went in on Black Friday, nice and early to get a good deal. I got 2 tickets for laptop computers that were advertised in the paper. The Gateway laptop for $599.99 and a Toshiba laptop for $799.99. There were no prices on the ticket, just a bunch of bar codes and the title of the product.I stood in line for about 4 hours, the cashier rang me up and told me to pick the items up in the back. The next day I go to look at the receipts and realize that they charged me an extra $128 for each computer for 2 software and installation for these software, which was not disclosed to me nor was on the advertisement. I call customer service and they tell me to go ahead and bring it in and it would not be a problem. So I went in to Best Buy two days ago and tell them what happened. She said they would check on it. She took the laptops to Geek Squad, which was right behind the Customer Service desk and she said they would take a look. I told her that the Gateway shouldn't be opened since I was returning the Gateway completely. She replied with, They have to check on the software,so I let it go assuming that was her acknowledgment that I was not responsible for opening it. Then a manager comes back and says that I had to have known about the software and the installation charges because the bar codes were on the ticket. There were in fact bar codes all over the ticket but no prices or anything saying that they were an additional cost. The price for the actual product was also not on the ticket, it was in the ad. So naturally, I was upset that they charged me for something without disclosing it.. In addition, he said that there would be a restocking fee since the laptops were opened.. When I explained that they were the first to open it, they said that the boxes were already opened. The customer service rep also denied the fact that I told her not to open it since I was returning the Gateway outright and actually yelled and pointed at me saying that I was wrong. ( She was probably in high school). The manager basically said no and to take it up with Customer Service through the 800 line and walked away. This is one of the most frustrating situations that I have had to deal with. In the past 3 months I have spent over $3500 in appliances and electronics through them and they basically turn me away without any kind of help. They are outright liars and thieves. I plan to call my credit card company and dispute these charges as well as file a complaint with the BBB. I am so disappointed and upset. Consumers should not be lied to and charged for items that were not purchased. In addition customer service was terrible, I understand that the rep was very young but her attitude only made the fire stronger.I am never going back to Best Buy again.
2 comments
ID
Location
Washington, District Of Columbia
Service
Best Buy Cashier
Bestbuy online gift cards
I ordered a customized gift card from BestBuy.com on Dec. 8th with a promised delivery before Christmas. My son never received his card until Dec. 26th to make matters worse he went shopping and the $100. card was declined at BestBuy !! the store manager told him he needed the original receipt. I then got on the phone and told him it was purchased online. "oh duh well we can't do nothing about it mam' you got to call the online store. I did and.... um dah they can't do nothing because it was ordered online through Cardways.com" I'm still on hold being transferred to another department. My visa card was hit for 104.91 on Dec 8th and now I have to contest the charge.
3 comments
ID
Location
Nashua, New Hampshire
Product
Best Buy Gift Card
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A store should sell a good product. Have you seen all of the complaints about Best Buys.
WoW. And they say the same thing over and over again. It's not the customer.
Poor products from Japan. Gezz even Walmart took back 100% of my returns and guess what I still shopped there.
I guess I don't understand why you are upset. Maybe it's because your expectations for a fair resoltuion to your problem are unreasonable.
Best Buy, or any retailer who sells an extended warranty for that matter, are only expected, under the terms of the warranty, to repair the product. If you had purchased that DVD player at American, they would have sent it out of town for repair. I know because I used to work there. Maybe it wouldn't take three weeks but it would take at least two weeks.
Your service plan is doing exactly what it was sold to you to do. Provide service repair coverage beyond the period of the manufacturer's warranty.
So I don't understand why you feel you have been poorly served. Cetrtainly you were'nt expecting a loaner DVD player or financial compensation for your time without it, because NOBODY does that.