Best Buy Reviews and Complaints
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Best Buy Doesn't Stand Behind Their Warranty!
My DVD Recorder died 3 days after I bought it. I purchased a "Product Replacement Warranty" so I thought I would be covered. WRONG! We couldn't get it to act up in the store. I was told that I had to do without my recorder while they sent it in to be checked by whoever does that for them. I mentioned that the warranty that I was holding in my hand didn't say anything about sending the DVD Recorder in to be fixed. It said that it would be replaced. The GeekSquad guy looked at my receipt and said, "Do you see here on your receipt where it says PSP?" I said yes and he proceded to tell me that a PSP is a Product Service Plan not a replacement plan. I explained that when I bought the plan the checker said "Product Replacement Plan" and said that it would be replaced if anything happened to it and then handed me my receipt stapled to a warranty that said PRODUCT REPLACEMENT PLAN. How am I supposed to know that even though she said one thing, the PSP on my receipt meant something totally different? Even after explaining that, I got nothing except a more information regarding the process of sending in the DVD Recorder. I was told that if it didn't act up within the first few minutes of being checked they wouldn't waist their time checking further. They would then charge me $36.00 for the "check up" and send it back to me. By this time I was very upset to say the least. I asked to talk to a manager. When the manager came out from the back in his favorite team jersey he seemed annoyed to have to even talk to me. He told me that if Best Buy took back all of the things that stopped working for their customers they would go out of business. My question to him was, "Does that mean you only sell junk?" I was assured that they only sell high quality items and that this is their policy. I pointed out that sometimes in the name of good customer service policy needs to be broken. He looked at me like he hadn't ever heard the words customer service. In my opinion, Best Buy is there only to see their sales increase and they have no interest in helping out their customers if they have a problem with the products that were bought there. I have no doubt that I am not the only one that has experienced this. By the way, I went home and called the manufacture of the DVD player. They bent over backward to get the problem fixed. I now have a new player courtesy of the manufacture. No complaints there.
Best Buy Sales Manager
BEST BUY...30 days, 15 calls..no repair for warranted item
Best Buy TV with extended warranty...30 days and 15 calls later it will be another 10 before part is available. Today, consumer services is "closed". It is Thursday, 10:30 a.m.???? AZ Time. Here's the shortened description of events....TV has a solid white line across the bottom of screen about the size of a thick pencil line...call 888BestBuy. Spent long time on hold while person is doing something, result.."I bought the wrong warranty". Sends repair request, service company schedules appt, cancels because order is COD and not "warranty". Call 888, told can only be solved if I go to store. Go to store, many managers discuss "wrong warranty" and "solve mystery". Service company calls but "can't take TV off wall". Call 888...disbelief on their end. Many minutes on hold while they solve...nope, its true repair company will not take tv off wall. Repair company...has 1 tech. Has another guy that will remove tv from wall but then it will have to be taken to shop and it would be 6-8 weeks for repair. Otherwise they can fix it in the house. Geek squad sent to take tv off wall but they show up unannounced. TV has to be leaned against a wall and is inoperable. Call 888. Repair appt not set. That takes a 1 week. On day of appt, appt is cancelled because order is sent...COD. Call 888. Order resent but no appt for 1 week. Tech comes and says "ALL REPAIRS LIKE THIS NEED SOFTWARE THEY HAVE TO ORDER". Not some white pencil lines but all require certain software. 10 days. Call 888. Ask for consumer relations...transferred and disconnected. Call 888...transferred and disconnected. Call 888....consumer relations closed, please call back. Time 10:00 a.m., Thursday, August 28. Gheesh! TV against wall, inoperable. Time lapsed: 30 days. Time estimate for completion...40 days.
Ridiculous Company | Best Buy review from Laconia, New Hampshire
My complaint with this BOGUS company are many, but I will narrow it to two-APR AND LATE FEES. I closed this account as a result of being charged double interest on a 6 months no interest purchase in addition to late fees, I was late on the account twice and I was charged an astronomical amount of money as a result causing my bill to double for 1 item purchased in 2003. I was late on the account twice in 2005. I don't understand the reason as to why any company would 1. increase APR and 2. charge a separate interest for being late on an account two times in the history of the account. The account has since been paid off, but I don't advise anyone to get a credit card with this company. Then when contacting representatives they say there is nothing that can be done! It is an absolute rip off!
Best Buy Sucks
First of all we opened a credit account with Best Buy and then we bought a dishwasher, we went to the store to pay off the whole bill they said we had to call or go online to pay. So we called they said that it would cost 15.00 to pay using our checking account, but it was free if you paid online so we went online set up a account and paid them but a small mistake on our part (when we put in our checking account number I was off by one number) they sent us a confirmation number saying thank you for your payment. Then 3 weeks later they send us an email saying our payment was late!!!!! So we called them and found out we had entered a wrong account number, they even charged us a bounced check fee of 25.00 and a 29.00 late fee so as my husband is yelling at them on the phone that they should have contacted us as soon as they found out a day or two afterwards that we got our account wrong he was put on hold he then was sent to a higher up who he yelled at for awhile he put him on hold for a half hour. He was on his cell phone so he decided to use the house phone to call them back and say HELLO I'M ON HOLD!!! so he argued with them for another 15 min on the house phone and he got so mad he just hung up. We wait a few days and then call back to pay them the bill and we went online paid the bill made SURE our info was correct and got another confirm letter. The very next day my husband gets a call from Best Buy saying what are we going to do about the late payment! (the higher up had waived the late fee when my husband was yelling at them). It was just a matter of payments passing the "late call" deal. We won't be doing business with best buy again and certainly will be telling every one we know about their tricks and scams.
Best Buy Deal
Best Buy Credit Scam-no help from salesman
Opened a Best Buy for Busniness credit line at the suggestion of the saleman at Lafayette, La store. said no interest for 18 months, first bill i get includes interest!! emailed and called several times. after 3 months they corrected it. THEN, after the 18th month, and paying regularly, they say they didnt get my last payment and want to charge me the 20% interest for 18 months. Will never go back there untill something is done to correct this.!!!!!!!!! Peter Lemoine. . Also, nothing in my application mentions the no interst plan, and there was no way to know I would be charged the full interest if the total was not paid ontime.. ridiculous
Best Buy refuses to return/replace defective TV
Do not buy big ticket items there - they don't care about their customers, and their service plan is a joke! I bought a new, Samsung LCD TV on July 4th, 2008 and spent $2500 on the TV and peripherals. A week ago I noticed that the frame that surrounds the screen was detaching from the rest of the tv on one side. Since I purchased the protection plan, I called and scheduled service, and had to wait a week to get service since I work Mon-Fri. Today, the tech showed up and told me it was a cosmetic defect and therefore not covered (then why did they let me schedule a service call in the first place and why did they sell me a $220 service plan that covered "everything"??). The 1-800-Best-Buy customer service rep dug up a footnote in their protection plans that "accidental and intentional physical damage" is not covered when I complained that no one had explained to me that so-called cosmetic issues were not covered by my protection plan. For the record, this footnote is NOT LISTED on the brochure that Best Buy gives you that describes their Home Theater Performance Service Plan. To add insult to injury, the rep refused to authorize letting me exchange the TV in store since I was past the 30 days exchange/return (as of today it has been 51 days). I am SO FURIOUS with Best Buy - it's not like I'm trying to return the TV after using it for two months. I just wanted to exchange it for a TV free of defects, which is what I thought I was getting when I fist bought it! So now I have to go through the hassle of trying to get Samsung to replace the TV - oh joy, they're sending out a tech, but they're claiming that cosmetic and physical damage is not covered under their policy either - I think I'm going to scream!! Two months ago, I was excited to make my first big ticket electronics purchase and it has turned into the worst shopping experience of my life. I WILL NEVER SHOP AT BEST BUY AGAIN, which I told their customer service person (not that she cared).
I have nothing for my $800 | Best Buy review from Kansas City, Missouri
I purchased an HP laptop from Best Buy in March. It had Windows Vista installed. At first I thought the instability was just Vista, but it turned out to be a bad CPU. They did not give me any problems replacing it but they did not have the HP I wanted so I got a Toshiba. It turned out to have a bad USB port, keyboard and the same instability problems, plus it randomly popped out the DVD tray. But by this time the 14 day return policy had expired. They said they could fix it but could not replace it or refund my money. I reluctantly agreed. Of course I checked it out at the store and it seemed to boot up ok but when I got it home the USB port was still bad. I took it back the same day. This was the third strike, I was ready to be done with them. But they refused to replace or refund it this time, insisting that I give their service department one more try. The promised that it would be a week and one week later when I went back it was still not ready. They said to come back the following Monday and it is now the following Monday and still no computer. They told me that if I had purchased their extended service plan that they would have replaced it no fuss, but in the same conversation insisted that it was not about money. Best case scenario is I will be getting a computer that has been opened up and taken apart at least twice, resoldered at the USB ports and then put back together again, twice. Worst case scenario is that I am lead away from Bust Buy in handcuffs by police for assaulting one of the geeks. At this point I am resigned to the fact that I have thrown away $800.
POOR BEST BUY EXTENDED WARRANTY (PSP) SERVICE
I bought a 62" HDTV (Mitsubishi) from Best Buy in November of 2005 and paid $400 for a 4 year extended warranty. In the approximate three year time frame of owning this television it has been broken three separate times with an average repair time of 1.5 months and the longest time being over 2 months. The repairs are often costly and take several trips to try and repair. This most recent malfunction occured in June of this year. It is Aug 15th and is still broken. They have been to my house twice to try and rerpair the TV with no success. The technician told them it would be best to replace the televeision, but they denied the request. They ordered parts to be shipped to the service center in late July. These parts never came so another request to replace was submitted on August 11. They once again denied the request and began to research the parts. The parts were determined to be on back order so another request to replace the television was made. This request is pending with no end in sight. I was told by a customer service representative that they are trying to wait to see if the parts come off of back order before proceeding with the request. I am in a tough spot with no television and no end in sight. All I want is my television repaired or replaced, either is fine with me. However, they do not seem to be concerned with the amount of time this process takes nor the quality of customer service that is being provided.
Unbelievably horrific treatment by Best Buy
I have NEVER had such a HORRIFIC experience as I did today at Best Buy. This is a long story but read on and you will be astonished. I am a contractor, and on 06/06/08 I purchased a window unit A/C from the Best Buy in West Windsor, NJ. I installed the unit and it seemed to work fine. Within a day or two my customers left for vacation and upon their return weeks later, discovered that the A/C didn't work. I removed the A/C, took it back to the store on 07/08/08, and they tested it (because I am a liar) and gave me an new identical unit. Again, I installed the A/C and it seemed to work fine. Once again, within a day or two my customers left for another vacation. When they returned, the new unit wasn't working. I brought this second unit back on 08/12/08 and again, they tested it (because I am a chronic liar). The unit performed OK but still showed some signs of quirkiness. The manager offered to "do me a favor" (his words) and allow me to either get another unit (yeah right!) or give me store credit since I was past the 30 day exchange period. The kicker here is that I was told the 30 day exchange period started from the day of the initial purchase!! The other option offered me was to have the unit sent out for service. Great, my poor customers can continue to sleep in the living room because their third floor bedroom is too darn hot! Under normal circumstances I would have had both units returned to the store within days but due to my customers' vacations, it was impossible to do this. After the second unit failed, I had been instructed by my customers to get a new unit elsewhere. I told the manager this so his offer was simply unacceptable. Due to these unusual vacation circumstances, all I wanted was a credit to my MasterCard. I was told by the manager, who could not have been older than 25, that a refund was out of the question. So I asked to please speak to his manager and he said HE was the manager--no way! I then asked to whom else I could speak and he said to call 888-BESTBUY. I asked him to call and he handed me the phone! When I got a busy signal I hung up the phone and continued requesting to either speak to his superior or give me a refund. The manager continued his insistence that this was impossible. Finally he said, "This conversation is over," and began to walk away. We continued to banter a little and then I simply left the store. So I called 888-BESTBUY as instructed, spoke to a CSR who gave me the same scripted lines. I asked to speak to his manager. After too long of a wait, his manager got on the phone, gave me the same run-around, and when I asked to speak to someone higher up, she claimed there wasn't anybody else. I suppose she is the CEO!! I continued to insist that she allow me to speak to someone over her and she HUNG UP ON ME!! I am appalled at the manner in which Best Buy treats its customers. In their employee's own words, Best Buy is doing customers a "favor." Are they favoring us by allowing us the privilege of shopping there? I was under the impression that retail operations exist to serve the customers! Additionally, it's not as if BB is the only electronics store around. I do not think my request for a refund was unreasonable, and I understand the need for a return policy, but is there no room for an exception considering the circumstances? Oh, that's right, to BB I am a liar like many of you who read this might be if you attempt to return a defective item to BB. As I explained to the BB manager, my customers have now spent far more money for my labor than the $270.00 for the A/C! If either unit had performed properly, I would have saved myself three trips to BB, two installations, the numerous trips to the third floor bedroom for installation and removal of the A/C and the incredibly disrespectful treatment by BB employees! As I mentioned earlier, I am a remodeling contractor. My customers are mostly residents of an upper-class town and they spend thousands upon thousands of dollars for appliances when I do kitchen renovations. I am amazed that BB would take the risk of losing so much additional revenue over $270.00. BB certainly will no longer get my recommendation, in fact, I will discourage anyone from patronizing BB. In addition to me, BB has lost another customer in what I think may be the beginnings of a domino effect. Upon recounting my horrid BB experience to my customer, I heard the words, "I'll never shop there again either!" Major BOOOS to BEST BUY!
Best Buy Installation
Refused Refund! : ( | Best Buy review from Los Angeles, California
I just had bought a Bluetooth from BestBuy. Left state for an emergency. Tried to call where I bought it. To explain that it did not work well-NO ANSWER for several days. Upon my re return I was 5 days past the 30 day return policy. BestBuy wouldn’t let me return item w/out receipt. I explained it didn't work well and I was unable to contact them by phone from the other state I was in. Called corporate, they pretty much told me they didn’t care I had an emergency and to quit bugging them
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