Best Buy

I received a product that was faulty. I contacted customer service via chat.

I was offered a tracking number and return label and promised that I would be getting a new product that was not faulty. There was no confirmation email about this, but only, a label. Anyway, I returned them, they were received (I track EVERYthing), and never heard back. So I finally called and spoke with a rep, who apologised and sent me follow-up email with confirmation that my product would be exchanged, as well as another several days later saying that if my item isnt in stock by 29 December, I would receive a full refund.

Today is the 21st, and I received an email stating they were Happy to informe me (wtf??) that the case was closed (wasnt aware I had a case, as no number was given) and that I would not be receiving an exchange. There was. No information as to why, and no words referencing refund. I called them today, got passed over to the refund department, was hung up on as I was trying to give her my phone number (no harsh words or information had even been spoken by me), and when I called back, the person on the other end simply stopped speaking, and I was not disconnected.

I kept saying hello hello hello, and nothing. And no, my phone wasnt on mute. So I go onto chat support, and the person told me that my item cannot be exchanged as it was past the time limit and told me it was being returned (new information entirely, and inconsistent with two reps mentioned above). When I pointed this out to him, there was no explanation as to why.

So he said the item was being returned to me. Again, that information was not in the email I received today. So naturally, I asked for a tracking. I copied it onto my tracking app, but wasnt sure if they were zeros or the letter Os.

I asked him this several times, and he never replied. Then, he gave me a completely different tracking number claiming it was for the return back to me, and guess what? It was the tracking number for my return of the product to THEM! When I pointed this out to him, he simply gave me a link, which then, supposedly took me to the tracking of the item now being returned to me, the faulty item, I will remind.

Now, I am on with his supervisorI should, at very least, get a partial refund. What am I supposed to do with a faulty item? It isnt my responsibility that nobody told me it was too late to return it! The item, in case anyone needs warning, were a MISMATCHED set of refurbished Airpod pro second generation.

I suggest not buying refurbished. The supervisor just told me that I should go to my nearest Best Buy to see what the manager can do for me! Passing me off.When I pointed out that I was being passed off, he simply defended his customer service team, repeating to me what the 3rd person had said, which again, I point out was completely the opposite of what the first 2 said.

He never once apologised for their lies. He only called it a misunderstanding.

Best Buy Co., Inc.
Best Buy Credit Services
PO Box 790441
St Louis, MO 63179
Re: Account ending in XXXX
I am submitting the following facts and information in dispute of the account transactions and balance.
On September 15 2023, I purchased a 22.3 cu ft refrigerator, model GRSS2352AF, order # 112325****638.
On September 22 2023, the refrigerator was delivered. Installation was scheduled for the following week.
On September 25 2023, I contacted and spoke with Customer Service representative Shawanda.

I advised of running non stop and cold air blowing from the bottom front and back . She said the options were return or repair. I said I wanted to return. I said I didn't know how many people had the item before.

I said I wanted my old fridge returned. She offered to replace with a new one but said it would be $279 additional. She said it takes three repair attempts before they replace with new item. I said I would try one time to repair.

She said there were no Best Buy repair technicians available and contacted Fridgidaire. A Frigidaire technician asked me to check the door seals for air. I told him there was no air detected. I then told him that I had looked behind the back of the refrigerator and could feel cold air blowing out, not room temperature.

The technician set an appointment for a technician to repair on September 28, 2023.
On September 27 2023, a Fridgidaire service technician arrived (screenshots). Order # 866823****
The technician arrived with no tools or equipment and performed no check of the refrigerator. I was appalled at the service. I sent the following message detailing the completely marginal service of the technician.
Terrible terrible service.

Tech did absolutely nothing. I said that the refrigerator was running constantly since it was delivered. He opened and shut the doors and said the refrigerator was running the way it is supposed to. I said the refrigerator is running constantly and never shuts off.

I also showed him that the freezer will not allow a setting higher than four degrees.
I told him that I had searched and read that no refrigerator should run constantly. He did no diagnostics whatsoever. He was clearly in a hurry trying to get out of here as fast as he could. He was not going to do any investigation of the problem.
He left and was backing down my driveway when I went out and waved to him to ask a further question.

He continued to back down my driveway without stopping and sped off. Deplorable disgusting.
I submitted a return for the refrigerator due to the defects of constantly running and cold air blowing from the bottom front and back. Installation had not yet occured.
On October 2 2023, the refrigerator was picked up and returned.
On October 2 2023, I called Best Buy and asked about the return of my refrigerator. I was advised that it had been disposed of.
I did not receive the initial card statement of 10/15/2023 until the end of the month of October.
The billing is completely incomprehensible.

The transaction on 09/15 shows $1343.00 which shows no identifying information and bears no relation to any account entry. It is not possible to know what this transaction amount represents.
The transaction on 09/21 shows a $24.99 charge and is subsequently credited on October 2 2023, with no explanation or identifying information.
A balance is showing of $159.98, which shows no identifying information.
On October 31 2023, I called Best Buy Customer Service and was transferred to seven different departments who each advised that they were the wrong department. One department advised me to speak with a department that had already advised me to call that department.

I asked to speak with a supervisor who advised that he was at a call center.
The card statement represents a gross failure to present clear and substantiated financial data by ommissions of transparency. All attempts to discuss the issue were met with extreme abuse, deflection, misdirection and treatment of disregard.
These practices and systems are deceptive, deplorably deficient and fraudulent in nature.
Lynda Galligan
Address
Phone #

Dear Esteemed Representatives of Best Buy,
I am writing to express my profound dissatisfaction and concern regarding a matter that has regrettably transpired in the course of my recent engagement with Best Buy. While I hold your organization in high regard, it pains me to report an unsettling incident that demands immediate attention and resolution.
On November 26 2023, I placed an order with Best Buy Order Number:112333****220, eagerly anticipating the arrival of the purchased items.

However, upon returning home from work on November 28th, I was dismayed to discover that the package had been left unattended outside my front door and was not present. This egregious oversight has led to a series of distressing events, as detailed below.
In my earnest pursuit of getting help, I promptly contacted your customer service team, hoping to find swift resolution and assistance. Unfortunately, I must express my disappointment in the lack of cooperation and tangible support that I have encountered thus far. Despite my best efforts to communicate the severity of the situation, my grievances have seemingly fallen on deaf ears.
After my interactions with your customer service team, I took the initiative to file a formal report with the City of Chicago Police Department report #JG521587.

Additionally, I reached out to FedEx, the designated courier for the shipment, seeking their cooperation in locating the missing package. Astonishingly, I was informed that Best Buy has not initiated an investigation into the matter, and I, as the recipient, am precluded from doing so unilaterally as I am not the shipper.
This impasse has left me utterly perplexed, questioning the commitment to customer satisfaction and the swift resolution of issues that I have come to expect from a reputable establishment such as Best Buy. To exacerbate matters, my initial claim was summarily closed without the courtesy of initiating a claim with FedEx, further compounding my frustration and dismay.
In light of these circumstances, and recognizing the urgency of the matter at hand, I implore Best Buy's corporate or legal representatives to intervene expeditiously.

I believe that a swift and judicious resolution can be reached, sparing all parties involved the protracted ordeal of legal proceedings.
Should my plea for assistance remain unaddressed, regrettably, I am compelled to consider alternative avenues, including the escalation of this matter to small claims court. It is my fervent hope that such drastic measures can be averted through the collaborative efforts of Best Buy's esteemed corporate and legal teams.
I eagerly await your prompt and decisive action in this matter, and I remain hopeful that we can bring this unfortunate episode to a satisfactory resolution.
Yours sincerely,
Arthur Chaney

I called Best Buy regarding the purchase of a new MacBook Air on 8/3/23. They told me they would download my information from my old MacBook Air from my back up while we waited.

I am a senior citizen on total disability and PTSD. This is a 144 mile trip for us and we planned a trip to go there and make the purchase. After making the purchase and then requesting them to set up and get it running, the salesperson went somewhere to arrange it. He came back and told us that they were too busy to it.

This was after we made the call to Best Buy and told they would, upon which we made the trip. We took the computer home and it took over 5 days to download the back up. Nothing worked correctly. I received a solicitation from Apple regarding a Apple Care service from them since I had purchase a new Apple computer which I purchased from Apple for $179.00.

They have been unable to correct the issues with the computer. Apple told me that I purchased the computer from a 3rd party and that limits the service plan for which I paid Apple. I was never told by Apple prior to purchase that there were items eliminated from the plan because of where I purchased the computer. I was never told by Best Buy that they were not selling me something that they were not authorized to sell by Apple with accommodating Apple support.

I tried to return the MacBook Air to Best Buy and was told they only would accept returns for 15 days after the purchase date.

1.This computer has not worked correctly since the first day after we got it functioningwhich was the 6th day after purchase.

2.They refused to set up as promised after making a 144 mile trip.

3.They never disclosed that they were a third party sellerwhat ever that is

4.They never.

Disclosed anything about the Apple Care warranty had limitations because I bought the computer from them.

5.Please refer to Article 2 of the Uniform Commercial Code. An implied warranty is automatically presumed regarding the sale of goods or property

Apple care has been unable to resolve the problems after many hours.

**Title: Best Buy Fiasco: Navigating the Consumer Nightmare**

Embarking on the quest to build my dream PC in the summer of 2023, I unwittingly stepped into a consumer nightmare at Best Buy. This narrative unfolds the layers of misrepresentation, breached trust, and the frustrating odyssey for resolution that followed.

**The Prelude:**

My aspirations to assemble the perfect PC led me to Best Buy, where I sought the expertise of a representative.

Little did I know that this seemingly straightforward transaction would morph into a labyrinth of grievances, leaving my system non-functional.

**Legal Complexities Unveiled:**

As a resident of California, I delved into legal avenues, invoking the California Civil Code, Section 1770. This exposed potential breaches of contract, warranty claims, and violations of consumer protection statutes, adding legal intricacies to the situation.

**Trust Shattered, Contracts Breached:**

Best Buy's touted expertise transformed into a profound breach of trust. The repercussions of such breaches extended beyond the immediate transaction, casting doubt on the credibility of consumer decisions and trust in the retail landscape.

**Misrepresentation Saga:**

The narrative expanded into realms of negligent and intentional misrepresentation. Assurances made in good faith resulted in detrimental reliance, with the looming threat of punitive damages intensifying the complexities.

**Implicit Promises and Warranty Woes:**

By positioning themselves as experts, Best Buy inadvertently waded into the waters of implied warranties.

This inadvertent declaration unfolded into a legal challenge, underlining the consequences of implicit promises made by businesses.

**Customer Service Quandary:**

At the heart of this ordeal was the post-transaction customer service experience. Best Buy's decision to shift shipping costs to me, coupled with a refusal to complete my refund request, became a financial conundrum, exposing a disconcerting lack of consumer-centric practices.

**Resolution Pursuit and Channel Frustrations:**

Efforts directed through conventional channels, including PayPal and customer service interactions, proved futile.

Best Buy's apparent disregard for consumer satisfaction and their unwillingness to provide a fair resolution highlighted a concerning pattern.

**Pleading for Consumer Solidarity:**

In sharing this account, I aim to draw attention to the challenges consumers face in navigating legal complexities arising from routine transactions. This is a call for consumer solidarity, urging fellow shoppers to be vigilant and demand accountability from businesses.

As the struggle for justice continues, this narrative serves as a cautionary tale for fellow consumers, navigating the treacherous waters of retail transactions.

I placed an order for an open box item for next day delivery. The next day I checked tracking & it said "preparing to ship".

Later, I checked again and it said it was cancelled. No email, no phone call- no notice. I used the chat on the website to find out why and was told it was damaged in transit & returned. They said the order was cancelled, little did I know, they did not cancel my order and instead assigned a ship date 2 weeks away- without consulting me at all.

And they will not tell me what exactly they plan to deliver since the open box item I ordered was supposedly damaged. In the meantime, thinking the first order was cancelled I ordered another open box item, the same thing, to be delivered two days later. It is happening all over again!! The sent me an email stating order delay that I will get it in about two weeks.

I needed it this week, I never authorized that. Now they are holding two payments from me and refusing to cancel my orders. The "customer service" is nothing short of gaslighting. All of their chats and service lines seem to be outsourced and they do not have all of the info or authority to actually resolve anything.

I do not have a problem with outsourcing except when a company does that to skirt being held accountable and pay low wages. The service agents do not listen and read a script that has nothing to do with the facts.

Purchased a new TV and later wanted to add Dolby Atmos sound and 4K Blu Ray player. Was able to pick up great open box deal for Samsung Q930.

Went to the store to pick up the item and was helped by a great sales repo. He suggested getting a specific blu ray player since it had Dolby Atmos and was the least expensive with that feature.

He also suggested I pick up a few movies to try it all out. Wanted to get Top Gun Maverick. They had it in store, but sales associate told me to pick it up online since it was $1 more for both the original and new movie.

So I ordered that.

Movie was supposed to be delivered today via USPS. Saw the mail person driving out of my cul-de-sac and got a notification from Best Buy saying my order was delivered. Went out to check the mail and didn't see the package in my mail box or any of the normal places where deliveries are left. Checked my ring cameras and didn't see anyone walk the box up.

Mailbox had new mail from today, but no movie.

Tried to call Best Buy but was only able to get on a chat via the Best Buy App. Here's where things went terribly wrong.

1st rep asks me to provide name, phone, email, and order number. I provided all the details with a 30 second - 1 minute pause between each question. Next the person asks me to confirm the status via a link in USPS site.

I already had that link open in a new browser so told the rep that link says item was delivered in my mail box and that I checked the porch, mailbox, and security cameras. Next I'm told that they will look into the issue. 5 minutes later they come back and say that they can send me another item but to rest assured that the new item will make it for sure this time.

I was annoyed by this remark, but figured they would send via different carrier. Anyways, the person tells me that they are going to setup the request and will be back in a few minutes.

At this point I get disconnected from the chat.

I had to get back to work so about 1 hour goes by and I get back on chat. I get asked all the same questions again. The customer service person tells me that they want me to check the USPS link again to see if the item has been delivered. I tell them that I don't want to get disconnected on the chat so would like them to check the link.

They say that I won't get disconnected and it will be fine. So I click the link even though I already know the status will say the same thing. My iPhone navigates away from the chat and to a USPS page showing the same status. At this point I try to navigate back to the chat but get reset back to new chat window with new representative.

I ask the new rep for a phone number since this is the 3rd time I've had to contact someone.

Get phone number and wait on hold for several minutes. New support person answers and asks for my name, phone, email, all again. I give them the order number and they put me on hold for about 10 minutes while they look up all the info again. Agent comes back and says that the item says delivered by but hasn't actually been delivered and I should call back tomorrow.

I tell her that I'm looking at the USPS status and it shows delivered at 12:01pm PST and that I went to check the mailbox right at that time.

I also saw the USPS mail truck driving away. She tries to convince me that the item is still coming and I should either call back tomorrow and/or call USPS to ask them where my item is. I tell her that normally the shipper has to request a trace of the item and ask her to refresh her page and confirm that we're looking at the same shipping number. She does and says, now I see the status has updated.

At this point she says all I can do is offer you a refund since the item is back ordered.

I tell her the previous person offered to re-order the item is there an option to re-order. She says no, and offers a refund but no extra credit for poor service. I ask about some form of compensation she says that they can't give additional compensation since I am returning the item. I remind her that I'm not returning the item voluntarily I'm returning the item since that is the only option that she has given me to address the situation.

Next the women tells me that my refund will be returned to my card in my next billing cycle.

I ask for clarification and she says that it is up to the bank to refund the money in 10 or 15 business days and/or the next business cycle and that's how it works. I try to explain that the refund speed will be dependent on how quickly they reverse the charge and then on how quickly my credit-card company credits my account, but that doesn't usually have anything to do with my credit-card's billing cycle. Agent tells me that's wrong so I give up trying to clarify the situation with her.

All around poor performance.

Makes it hard to want to spend more money at best buy given how bad the processes are for returns and getting assistance with an order that was not delivered. Why they send packages via USPS is beyond me.

I purchased a GE Dishwasher from Best Buy June 30,2023. The dishwasher was delivered and installed July 6, 2023.

Approximately November 12,2023 I notified geek squad the dishwasher bottom tray was wobbly and the dispenser wasnt working. The technician Joel came out 11/14/2023 for Diagnostics and informed me that he had to order 7 parts to repair the dishwasher. November 21,2023 Joel returned to my home to install all the parts. 9 days later after repairs were made on 11/30/2023 Spoke with Kaitlyn from Best Buy informed her there was now a burning smell from dishwasher and the dishwasher would shut off between washes.

Requesting a replacement before dishwasher catches fire. Appt scheduled for tomorrow for replacement. Joel the technician called me and said that the manager Paul from the McDonough GA store said he would replace the dishwasher but charge me $143.00 for installation for a dishwasher that started giving problems within four months of the purchase date. This unfortunately is not the first time I had problems with this store.

October 15,2023 I sent my Apple Watch in to be repaired. I called the same day and spoke with Dan and told the customer service dont make the repairs I will pick it up the following Sunday. When I arrived at the store I spoke with a geek squad representative and my watch was some how lost. I went back and forth between the Apple support and Best Buy.

Apple support ended up giving me a replacement watch and till this day Best Buy wont admit they lost the watch. Best Buy McDonough store is the absolute worst store Ive ever dealt with before.