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Will not shop at Best Buy AGAIN!!

"I purchased 2 of these laptops. The first laptop was purchased early December from Best Buy online. Shortly after, I was having issues with the screen and mouse freezing after I open the lip. It seemed to be an intermittent issue but after a week of having it - it became more of an inconvenience. Under the impression that it was just a isolated incident I advised the CSR what I was expriencing and my full refund was provided with no questions asked. The second laptop was purchased a week after since it was sold out at all the local Best Buy's. YET AGAIN, I was experiencing the same issue with the screen freezing. This time, I attempted to get the issue resolved with technical support - to no avail. Not only was the issue causing me a lot of frustration but at this point in time, I had spend about 2 hours with un-help desk. I went to the store to return the laptop. The Geek Squad would not refund me in full and wanted to charge me with the 15% restock fee since we could not "prove the issue we were experiencing". How do you prove an issue that is intermittent? Aside from spending hours on end until it occurs, they refused to give me my full refund. I dealt with 2 managers. One of which did not speak to me in person the other one stated that he would waive it only if I purchased a laptop today. SO, the restock fee could be waived at the discretion of the manager only if a purchase was made? Sounds like a bribe. Nonetheless, after spending over an hour at the Geek Squad desk, we just took the hit of $85.00. I am extremely unsatisfied with this laptop and moreso with the Customer Service of Best Buy. We will not be purchasing any future electronics here again and we will definitely share this experience with family and friends. What's really upsetting is they will resell this defected laptop and if that consumer wants to return it, they will have to pay the 15% restocking fee since they will not be able to prove an intermittent issue - unless of course they are lucky enough to have it occur in front of Best Buy."
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5 comments
Everett
#116140

Any new laptop returned has a 15% restocking fee if it's a straight return. Unless there's a defective issue.

Since you had 2 of the same laptop and had the same issue, it's one of 2 possibilities. It's every laptop on the entire line of that model number (which would be all over the Internet and there would be a recall) or it's the user/their software. Those are the only 2 constants in this situation and logically, since you had 2 of the same situation, it's one of the two constants. Managers do have the authority to wave the restocking fee IF you buy something else...anything else...equal or greater to your purchase price.

Laptops are expensive to return to the manufacturer. If there is an issue, they never go back to the floor, it's sent to manufacturer. If it's proven to be working and in pristine condition, then it MIGHT be sold open-box with your issue listed in the comments. Manufacturer will do the same thing Best Buy will in that first year and won't charge you shipping to the service center, mac.

We don't building these things, if they're broken when we get them it's not our fault. If they become broken in a customer's possession it's DEFINITELY NOT our fault.

Swap for a different model next time. Get the GSBTP so all repair is covered by Best Buy, they'll fix you up even after that 1 year is over.

Anonymous
#102544

don't take it back to best buy for service. big mistake to do that......go to the manufacturer for help. second mistake ---- buying a second one from best buy.

Anonymous
#97907

Like this board is an accurate sampling of anything? :x

I have no problem with posting complaints if they are legit, but with this site you get to post whatever you want and ignore the facts.

I merely try to bring a little reality to the discussion.

Now, do I tend to be a little RUDE? Have you read some of this ***?

Anonymous
#97203

Tom you must work for best buy I've seen 3 or four posts where you seem overly offended by someone venting over them. I agree with you on one account, but everyone can't be wrong about them.....

Anonymous
#97144

First of all, Best Buy only charges a 15% restocking fee on laptop computers that are new in the box when purchased, and then returned without another unit purchased to replace it. Open items and display computeres sold do not get a 15% restocking fee when they are returned.

Likewise a computer that has ben "pre-set" by the Geek Squad prior to purchase.

Secondly, electronics is not a perfect science; especially when you factor in the human element.

Just because you can't understand it, doesn't mean something is or isn't as issue. And re-purchasing the same item expecting different results isn't always the wisest course of action.

Maybe you should do a little more research before buying a computer next time.

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Review
#164877 Review #164877 is a subjective opinion of poster.

Company will not replace items purchased on the internet | Best Buy review from Charlotte, North Carolina

I bought a tom tom gps on a black Friday sale and it was defective. Best Buy will refund your money but will not replace the defective item. After I waited two weeks for delivery it was to late to take my money elsewhere and buy the same unit because of the black Friday price. I will never buy from Best Buy online again. I have purchased items from dozens of on line companies and have never had any one of them treat me the way Best Buy Customer service did. If they don't have it in the store then "Don't buy from Best Buy."
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Review
#164839 Review #164839 is a subjective opinion of poster.
Loss
$100

Did not address my complant | Best Buy review from Auburn, Indiana

Best Buy rejected a personal check written on an account with at least 30 times the amount of the check. I stopped at the bank to see why. The bank said the problem was with best buy's electronic check checking system and not at the bank. I went to another best buy location. Same deal. got phone number for their check system. Got nothing in the way of an answer as to a sense able reason as to why it was rejected. Talked to store manager and was told it had nothing to do with best buy, but was with the global company they hired to do their electronic check checking. The store is within a half mile of the bank I stopped at. Don't the phone lines connect to the bank?
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5 comments
Anonymous
#242263

We had the same problem at Best Buy, although we had more than enough to cover our purchase in our account, Telecheck denied us. When i called Telecheck i was informed:

A. I have not had this account for long, there have been too many transactions on it thus far.

--True it is a new account, but i hardly think one transaction yesterday for $20 and the one i tried to make today hardly is TOO many!! Why can't i spend my money? I don't know why he didn't seem to care and know that maybe i am trying to build up history but if you deny me, I CAN"T.

B. You should make more small purchases, to build history???

WTF so your trying to control how i spend my money? Oh i can spend $20 and under but no more than that?? Really why even keep my money in a bank (which i don't) or a credit union if you have to deal with this ***. I'm not going to buy Starbucks or a pack of gum with a check get real i'm sure they wouldn't even take it.

Just so you know debit cards are not an option for me, I have also had this same problem with them at BofA ,when i had an account there... they would freeze my account (suspicious activity) 1 hr later free to spend my money again. I don't like corporations telling me how and when to spend MY MONEY!!!

Well i guess it'll be all cash for me from here on out.

Anonymous
#102541

it must be frustrating for the customers that experience this. best buy must be frustrated with it also ---i wonder how many upset customers just go somewhere else to spend their $$.

Anonymous
#95703

"Comments on did not address my complant"

Maybe that's because your complaints are pointed in the wrong direction. Best Buy would dearly LOVE to take your check. Unfortunately, with all the flim-flamers about, presenting bad checks, stolen credit cards and funny money, a retailer has to protect itself.

This is where TeleCheck comes in.

If TeleCheck tells a retailer it's suspicious of a transaction, there's some kind of reason. If Best Buy ignores this partner and takes a bad check, then they stand alone. If TeleCheck approves and the check is bad, then Best Buy only stands for a small percentage of the loss.

Anonymous
#95298

Yes, this is not a Best Buy problem at all. This has everything to do with Telecheck.

Best Buy cannot override a check that has been declined by Telecheck.

Just wondering, if you could stop by the bank so easily, why didn't you just go by and get the money?

And who the *** uses checks anymore??? Just use a freaking debit card!!!!

Anonymous
#95265

We have the same problem where I work, we use Telecheck and many checks are refused when we run them through the Telecheck machine, some of them from clients who we KNOW have more than enough money to cover the check.Telecheck will not tell us why the check is being refused, and though there is a number for the client to call, when they do they just get the run around, never any clear answer as to why the check is refused when the money is in the bank, this often leads to the client yelling threats into the phone at the Telecheck person. Perhaps someone from Telecheck would like to explain how their system works

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Review
#164533 Review #164533 is a subjective opinion of poster.
Service
Best Buy Manager
I purchased this LG washer/dryer combo on Nov. 22nd when they first listed them for $349 each online. LG - 3.6 Cu. Ft. 5-Cycle Washer - White Model: WM2016CW | SKU: 8247569 LG - 7.0 Cu. Ft. 5-Cycle Electric Dryer - White Model: DLE2516W | SKU: 8247603 When I completed...
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5 comments
Anonymous
#106315

My daughter had the same problem. We were told that the store "oversold" the warehouse quantity and LG was not able to fulfill the quantities to satisfy all the orders sold.

Seems like poor planning on Best Buy's part but , It was a REALLY good deal!! She got her money back on a cancelled order and was offered a MAJOR discount off on any "in-stock" laundry pair.

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Review
#164480 Review #164480 is a subjective opinion of poster.
I've worked at Best Buy for a little over 3 months. I was hired as a "seasonal employee" for the time leading up to and through the Christmas holiday. The first month was fine, no problems no complaints. As time went on I began to notice things. There were certain...
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41 comments
Anonymous
#1055892

I have been harassed by my supervisor at store 175 Donna Robinson

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Review
#164284 Review #164284 is a subjective opinion of poster.
Loss
$100
2 1/2 years ago I purchased a wide screen t.v., blu ray player, and a receiver. I spent over $5,000.00. I bought the warranty. My blu ray door stuck and caught one of my favorite cd's inside. I returned player to store. It was sent to repair, and I was called and...
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10 comments
Tom
#698979

So, they totally replace your almost three year old Blu-Ray player with a brand new one, and you're carping about a disc that will be on sale next week for $5?

get.a.life. :roll

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Review
#164183 Review #164183 is a subjective opinion of poster.
Loss
$15

Best Buy TV's are junk

I purchased an Insignia 47" 1080p HD TV on 8/28/09. On 12/1/09 the TV picture went blank in the middle of a television program. I also purchased the extended warranty just in case the TV quit working. After contacting the Best Buy Geek Squad I spent an hour on the phone trying to get an appointment to have the TV repaired. They set a date of 12/8. I told them to also try to find a sooner appointment. I called back on 12/7 and was told that my original appointment date was cancelled. They scheduled the next appointment for 12/11. On 12/10, I received a call that the technician got hurt and the appointment was re-scheduled for 12/17. That is more than 2 weeks without the use of a TV. Obviously Best Buy doesn't care about the consumer. All they want is your money and once you walk out of the store, they don't want to hear from you again. I called the store to complain about the service and got the brush off from the manager in the TV department. From now on, I will purchase my TV's from Walmart. They cost less and will probably last longer than 3 months.
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2 comments
Anonymous
#94776

Wow, I bet that technician got hurt on purpose just so that he didn't have to come to your house. Are you that selfish that you don't care about someone getting hurt as long as you get to watch your shows?

I am sorry about the other reschedulings, though.

However, if you want a TV that lasts longer than a couple months, maybe you shouldn't be cheap and go for the brand name products. Remember, you get what you pay for, and regardless of where you buy it (Best Buy or Walmart), if you pay #500 less for one TV than a comparable Sony or Samsung, you should probably expect it to not be as good of quaility.

Tom
#94136

Yeah...I was feeling sorry for you, right up until the WalMart crack. Now, I have no respect for you.

If you feel THAT screwed, go return your service plan and get your money back...that'll show 'em. :roll

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#164094 Review #164094 is a subjective opinion of poster.
My husband and I purchased a Kitchen Aid oven; gastop cooker; range hood and refrigerator from Best Buy on October 31. They promised delivery and installation on Sunday, November 22 (four days before Thanksgiving). We paid over $7,200 to Best Buy on the date of sale:...
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4 comments
Anonymous
#104979

I do not recalling stating that Best Buy was ever warm and fuzzy to me. If people think the employees walk around giving each other high-fives, they are wrong. Try finding an actual business (no not one seen on commercials) that instills this much joy in employees. After all, it is work. However, I can say with absolute certainty, as a BB employee, that I am aware of the training that goes on with Best Buy employees. Employees are supposed to finish electronic courses concerning their department, along with hands on training that should take place. Key words there...should. An employee that does their work will have great product knowledge. If you would like to go tit-for-tat: I was shopping at a "buy in bulk" grocery store and witnessed a man "selling" a TV to a couple. The TV was cheap, and the employee was flat out lying to them.

I really don't care about who stays in business and who doesn't...everyone needs to make a living. What annoys me is how easy it is for people to complain online about a business...any business. Poor circuit city didn't have a positive thing online. I urge people to come into the store with issues. I like talking to people and I like helping them. Usually, customer frustration stems from misinformation. I can't tell you how often a customer comes in looking for a TV that, in reality, wont do what they want it to do.

On behalf of the employees that led you down the wrong path, i apologize. As customers you deserve better. I do urge you, however, to ask for another employee to speak to if you do not think you are getting what you need. Chances are, the employees know more about product that anyone because they are constantly around it. I sell around eighty TVs a week while the normal person buys 2 every four years...and the last thing I would do is lie about specs. Everyone deserves great customer service, to stress that point. I am a consumer in every arena but electronics so I'd hope to get honesty and integrity too. venting online is great, but its not going to get you any better of a set...or appliances for that matter. Just ask questions, get answers and get something you will enjoy.

Thanks for listening.

I am well versed in TVs and home entertainment and I do shop around because I am the buyer for my family business.

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#164088 Review #164088 is a subjective opinion of poster.
Service
Best Buy Installation
Best Buy ? I don't think so! All the consumer complaints about Magic Jack and Best Buy tells you to take your complaints to Magic Jack...Good luck with that! Magic Jack has 100's if not thousands of complaints of the product not working and not able to give...
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8 comments
Mike_mn
#213939

A product, and product, that has such a large percentage of it's customers dissatisfied, should be investigated by ANY retailer looking to sell (support)that product.

The sad thing is that if it were a faulty toaster that would explode and burn down a house, I do think that places like BB & WM would stop selling them. MJ is 'only' providing sub-standard service & support, and, ripping people off! I gues that's okay for BB & WM, and the other retailers.

I look forward to your letters (as Craig Ferguson would say).

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Review
#163932 Review #163932 is a subjective opinion of poster.

Best Buy - Where's the Customer Service???

It all started the day after Thanksgiving, "Black Friday." I decided to order via bestbuy.com and I purchased $307 worth of items using my best buy credit card…I was also taking advantage of the no interest on purchases of $249 or more. Dec 2nd I rec'd an email stating that there was a problem with my billing and if they didn't hear from me they were going to cancel my order. So I called the number listed in the email and spoke with a CSR from bestbuy.com… was told that they were going to send the order through again and that she wasn't able to tell me exactly why it didn't go the first time. I said that was fine, didn't see a need to investigate further, all she said they needed was my authorization to process the order again. Dec 3rd I rec'd another email stating that there was an issue on the billing and my items might be canceled. So, I went online to view my account and to my surprise my account was overdrawn ($196.27). I called bestbuy.com and got the run around. After the 5th person I spoke with I was told to call HSBC. I called HSBC, after the 3rd person it was determined that bestbuy.com charged my best buy card twice on Black Friday, 2 charges of $307 each, no duplications on the products just twice the charges. I was then told by HSBC that they couldn't reverse the charge without bestbuy.com approving this…which meant I had to call bestbuy.com back and then have them call HSBC. Oh, and in the meantime I rec'd another email regarding billing errors in which 2 items on my order were canceled!!! Now where was I, yes, after 2 hours on the phone trying to get a credit of $307 back on my account I thought everything was fine so the call ended. Dec 4th I look at my online account balance and notice that yes, a credit of $307 was issued back to my account but the items that were canceled on my order were still charged to my best buy card. So, I called Bestbuy.com since by now I knew the process was to call them first and have them call HSBC on the other line…anyways, after speaking with 3 people and a supervisor I was assigned a case# and was told someone would call me back. 2 days later no one ever called me back!!! I then proceeded to call bestbuy.com and go through the process again only to be disconnected after an hour on hold and in which I was being transferred to the 3rd person who I was told would be able to help me. I didn't call back, instead I took my business elsewhere to purchase the products that were canceled and told everyone I know what happened!!!!
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4 comments
Anonymous
#112787

my name is peter im trying to send back a phone that i buy over the phone w/bestbuy what do i do my email is king1652003@yahoo.com

Anonymous
#102470

might not be exclusively a best buy problem but it doesn't help best buys image with the public. good way to make a person feel good - tell them they'd get the same bad service everywhere. makes a person want to come back for more.

Tom
#698997
@mac

Again, this was a BESTBUY.COM problem....not an issue with customer service at the store. :x

Tom
#94146

This is not a Best Buy exclusive problem, and underscores why we will always have B&M stores. :sigh

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#163876 Review #163876 is a subjective opinion of poster.