steve i

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Verified Reviewer
| map-marker Richland, Pennsylvania

Customer service

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Problem with TV told TV would be replaced TV still under warranty still nothing has happened it has been a couple of weeks. Every time I call Best Buy in Johnstown,Pa. about this which has been four times over an hour on hold to talk with someone. Will report to BBB.
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Cons:
  • Do not care

Preferred solution: Deliver product or service ordered

Lester T Bvp
map-marker Pensacola, Florida

Scam alert

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Cant get any one on the phone !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Anonymous
map-marker Baldwin Park, California

I need to return a digital software that I did not need or use purchased 3/19/2021

I ordered a notebook that came preloaded with software so I wanted to be refunded for the software I purchased. Its as if Best Buy just took $127 from me. Very disappointing
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User's recommendation: Tell customer if software is not returnable, no one has money to give Best Buy for nothing in return. I’ve spent a lot of money with Best But over many years, this is my deal breaker.

brenda L Seb
map-marker Seattle, Washington

Online order not received

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lied about when i would, receive my order, the computer kept saying they were working on order , on feb 15, never received it no email or anything
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Preferred solution: Full refund

User's recommendation: don't order on line

Parmiss Z

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Verified Reviewer
| map-marker East York, Ontario

Bad in$store service/ issues with warrenty claim

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Location where incidents took place; On September 21,2020 Best Buy Leaside 147 Laird Dr. Toronto, ON M4G4K1 (647) 777-**** Hello, I am writing this e-mail regarding a warranty claim (3-year geek squad warranty plan). The device in question is a Mac book Air. This Mac book was purchased from 147 Laird Dr, Toronto, ON M4G 4K1 Best Buy about a little more than two years ago. With having technical issues (apps not working, needing to force quite apps and force shut down) recently, I took it to the store where it was purchased. After having sent it for repair, I was told it had "accidental damage" and wouldn't be covered by the warranty plan. The manager was dismissive and unhelpful. He was quick to point the finger in assuming it was caused by me. This Mac book had been cared for perfectly right and has never had any liquid spilled on, or stored under rain/around humidity. There is no way it has "liquid damage" caused by me or other factors under my watch. The manager claims he was sent "pictures" which I was never Shown, or sent copies of. I was finally sent copies of it at a later date. I would like to have this issue investigated. I need my Mac book urgently, and have no time to make 20 calls a day! What they are claiming to be "accidental damage", has nothing to do with me. It may have been caused by transportation from the store to the repair center. I purchased a warranty being reassured that the geek squad would repair my laptop and even replace it if needed. However, that is not what is happening. I am being told I am wrong and it's "accidental damage" when I know that is 100% false. This is unacceptable and frustrating to have to go through. As promised when purchasing my warranty, I need my Mac book to be repaired under my purchased warranty. The actions and atitude of the manager is absolutely unectble. I did not get the costumer service every costumer derserves. I was instead dismissed when explained the issue. I was told I could receive a 20% discount on a $400 fee which I shouldnt have to pay. The manager totally changed the topic and offered no further help. I am demanding response for the terrible service, and customer service given by the manager. More details; On September 20,2020 I received a call, then later went to the store to follow up. They then informed me the repair centre had found "water damage" and even claimed they had been sent pictures of it, which wasn't shown to me. The geek squad manager then said it's "accidental damage". After a conversation explaining there had never been water spillage, and the laptop had been in a dry, safe place. The manager went on to disregard and dismiss what I had said. After continued by saying he could offer us a discount for the "$400 fees" Which isn't covered by my warranty, having completely changed the subject. He completely disregarded what I said, didn't show me the proof or take into consideration what I had stated. I was then forced to make numerous phone calls following up on the issues. No one was able to take in a complaint from me, as I requested. Many customer service agents were helpful however, I was sent through many loops being told that it's wasn't the "right department" and got connected to another wrong department. I am very frustrated with the lack of responsibility. This is unacceptable. The store manager was so confident in blaming me, even when told I had never spilled any liquids, or put the device in poor conditions. I shouldn't have to explain myself so many times, and then be ignored. I am very disappointed with the in-store service/help I was given. I paid $300 upfront for the warranty and got terrible service. I rely on this device for my education, and this process is very tiring, long, time consuming and overall a big headache! I want to state a few things for the record. My Mac book has never had any water/liquid spilled on it. It has always been carefully cared for and kept in it's the laptop bag. Since the manager claimed "it could be caused by humidity", I would like to confirm there is no way that's the case because we own a dehumidifier. My Mac book is always used by me, so I am aware of anything that happens to it.
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Pros:
  • Sales people are good
  • Ok over the phone costumer service
Cons:
  • Not helped
  • Terrible in person service in this case
  • Unhelpful manager

Preferred solution: Let the company propose a solution

User's recommendation: In store services at some stores aren’t good

1 comment
Guest

You purchased an accidental plan. There is no recourse other than the discounted 400 dollar option.

Best buy should foot the bill for something you didn't understand before you bought it? I guess Canadians need handouts too.

Anonymous
map-marker Denver, Colorado

I would never shop at Best Buy again

I was promised in front of my wife from the sales rep that my merchandise will come the next day right now it's tied up a limo land they told me they never had it it was on backorder and I would have never got it the next day when I called they will not give me my money back until I get my merchandise after April 1st it's still tied up they lie to me said there was a confirmation number it was getting delivered there is no confirmation number it is not getting delivered anytime soon it is still on backorder you guys are liars I will never shop at Best Buy again
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User's recommendation: Never trust a sales rep. Don't even bother customer service they send you out a country that people that sound like a robot and don't even try to help you

zixian q

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Verified Reviewer
| map-marker Flushing, New York

Request the Fax number or Email addess for our client's the POA purpose

To whom may it concern, This is Qi Law Group P.C. and We are representing our client name as Zhou, Yufei. We are looking for the Best Buy Credit Card's email address and fax number. We need to provide our client's POA to the best buy/CBNA. Please let me know if you can kindly provide the credit card center's email address and fax number. Sincerely, Leo, Paralegal
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Richard P Jjq

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Verified Reviewer

Pissed

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The reason says it all.... your company has very deceiving gimmicks!! My complaint is over one penny.. yes one penny.... $0.01!!
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Loss:
$2000

Preferred solution: Full refund

User's recommendation: Call me ASAP

Diana K Bkm

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Verified Reviewer
| map-marker Trumbull, Connecticut

Complaint

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Original review Dec 15, 2020

On December 3rd I came into one of Best Buy stores located at 100 Hawley Lane, Trumbull CT 06611. About one year ago I have purchase 4 Iphones through that store and also bought

2 screen protectors with Lifetime Warranty.

At that time I've been told by the store employee that Lifetime Warranty means I could come in every time my screen protector breaks and have

it replaced by store employee free of charge. Since then I've been coming to the store to replace the screen protectors as needed. There were never any issues. Until I came in yesterday and

asked for the replacement of 2 screen protectors.

I came in around 5:20pm. In the past this issue would take no more than 10 minutes. This time after spending about 2 hours in the store one of my screen

protectors was replaced but the employee would not replace the second one saying he is having problems processing the exchange. After getting the managers involved I've been told that I need to pay for

new screen protector and for Best Buy service to put it on.

I refused to pay because I have already paid for it a year ago. The managers acted extremely unprofessional and rude and refused to resolve this matter.

I have never in my life encountered such terrible customer service experience.

When I asked one of the managers to provide full names of all the employees and managers of the store so I could make a complaint, she refused to do so saying that she would not give me her full name. Her name tag stated that her name is Elizabeth and the other manager's name was Juan.

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Preferred solution: Let the company propose a solution

Gregory B Gqt

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Verified Reviewer
| map-marker New York, New York

Reschedule delivery

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On Monday, November 30, 2020, I purchased a 55-inch Samsung TV to be delivered to my daughter in Agustin GA. The TV was bought from a BB store in Augusta, GA.

and scheduled to be delivered on Friday, December 4th with specific instructions that the courtesy call 1hr prior delivery would be made to her so that she would be available. Instead, the call was made to my phone 15minutes prior to delivery while I was in business conference. I missed the call and my daughter missed the attempted delivery at 545pm.

I called the customer service team on Saturday to explain my discontent and reschedule delivery. I was told that I had to wait 24hrs for the TV to be returned to the warehouse before I could reschedule.

Please note, the customer rep never put the note in for delivery to call my daughter.

However, I waited until Tuesday, December 8, 2020 @ 5:30pm to reschedule the delivery. The TV had still not been returned to the warehouse. I am livid. I absolutely hate not keeping a promise to my daughter.

I live a distance away from her and my relationship with her can have some disappointments. I need for my promises to her to be kept and you guys failed me.

Note: I was provided an $80 gift card for the inconvenience.

I'd much rather have had a successful delivery.

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User's recommendation: Please check and check again that specific instruction are noted. Always get the name or employee ID of the Customer Representative that you have spoken to.

2 comments
Kayna Vcs

I suggest that people who are owed money by Best Buy find out the name of the store’s manager and take the store to small claims court. Have all your emails printed out and your phone conversations documented by date and name of person with whom you had the discussion. If this starts happening to more Best Buy manager’s customer service will improve.

Guest
reply icon Replying to comment of Kayna Vcs

You would litigate against the company, claims against a store manager would be dismissed

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Mazen D Uiv

Geek squad complaints

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Very bad customer service and management in Puyallup store and geek squad and managers in shift not helping first responders and rude to them and I have to wait more and I have to go and see my patients and I told them that , and I talked with managers and they dont care and even there is many of them and only 1 customer there
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Preferred solution: Apology

Jason W Ivq

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Verified Buyer
|

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Verified Reviewer
| map-marker Fort Lauderdale, Florida

Stole my money

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Best Buy - Stole my money
Best Buy - Stole my money - Image 2
Best Buy - Stole my money - Image 3
Best Buy - Stole my money - Image 4
Best Buy - Stole my money - Image 5

05/09___I got a LG soundbar and after having it for 10days it started making a crackling noise. I packed it back in its box with all the all the parts.

I had payed through PayPal and when I get to the store and go through the return process, they turn around at try giving me a gift card. Didn't even ask me what I wanted. I showed proof of my PayPal and purchase in my email and he took the phone back to where the computers where(mind you that this is outside the store because of the pandemic) to come back trying to hand the gift card back to me apologizing and saying that there was some glitch in the system and they have to run a sales audit. Which was confirmed by a chat agent online about 1hour after I had left the store.

I wanted to try to get taken care of elsewhere because to be honest I felt or feel like they stole my money.

!!! Update!! Talked with another manager and he said he called the manager working the situation, but didn't. Straight up lied to me and said it would be processed on my account 3-5 business days.

Again, after leaving I got on with a chat agent and they said the issue was being worked on. I was furious. I knew that manager at the Fort Lauderdale off of FEDERAL Highway was lying. Don't take a risk just so you can have it sooner.

There is better and cheaper places and any problems online it gets taken care of promptly trust me.

Will keep pressuring the issue till it gets resolved. Even if I have to hire an attorney.

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Loss:
$192
Pros:
  • Products
  • Polite customer service reps
Cons:
  • Customer service and delivery
  • Customer service regarding poor quality warranty work
  • Do not care

Preferred solution: Full refund

User's recommendation: They have a high volume of customers so if you ever have an issue it will be delayed.

Zee Shek

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Bad customer service

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I bought this Netgear router($171.00 from the Best Buy and when it stopped working at my new apt, I called the customer service, I was told that the six months are over, and I have to "pay" for customer service to resolve my issue, and I did not pay, and then eventually I paid $178.00 for a year of subscription, it still did not work. I went to return this router to Best Buy and they saw my information and address popped up on the card payment machine, they still refused to refund my initial payment because they needed a proof of purchase, I told them I have paid the amount that you see there and my name and address is just popped up, so please give me either a refund or store credit, they refused to give me either/or. The guy sent me to the Manager "Ashley" who wants me to get a proof of purchase, and I said, I can give you may be a copy of my bank statement. She said it may or may not work.
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Loss:
$171
Pros:
  • Shopped here for years and was satisfied until now
Cons:
  • Very poor communication and customer service
  • Bad customer service

Preferred solution: Full refund

Anonymous
map-marker Chicago, Illinois

Insurance

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NOrdered a dryer didn't do insurance to few days later they said I have to come in a store to do so they did not tell me that when I ordered the dryer over the phone will not ever buy anything else at best buy also gonna tell my family and friends.
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Anonymous
map-marker Chicago, Illinois

Insurance

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NoneBought a dryer on line did not see insure so when I tried to insure it they said I had to come in store when I ordered it they did not tell me that me that over the phone I said I will never buy anything from there again. And gonna tell my friends not to shop there
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