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Best Buy sold me a defective television took it back in the box all pieces on November 11, 2018 they are holing my money's saying i it may take up to 30daysi i was issued a paper recipes i paid with a debt card my money's have not been returned to my account now im on...
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1 comment
Anonymous
#1596949

Huh? What?

Review
#1399885 Review #1399885 is a subjective opinion of poster.
Service
Best Buy Customer Care
Reason of review
Problems with payment

How long can Best Buy keep me on hold?

How long can Best Buy keep me on hold?
I called the Vernon Hills, Illinois Best Buy to see if they had a router in stock. The auto system said that my call would be answered in order, and that three customers were ahead of me. So I waited. Five minutes. Ten minutes. At 15 minutes, I sat on the couch with a book, put my phone on speaker, and waited to see how long it would take. After FORTY-THREE MINUTES ON HOLD, someone answered. At this point, I didn't care about the router anymore. I asked to speak to a manager. After a moment, the associate said that the manager was busy, and asked if he could help. I told him that I had been on hold for 43 minutes, and wanted to talk to the manager. Rather than apologizing, or saying that he'd get the manager right away, he said: "Well, I've been answering calls, and I didn't see anyone on hold for that long." So basically, the associate was either saying that I had mistaken a much shorter period of time for 43 minutes, or he was accusing me of lying. I gritted my teeth and asked to speak to the manager. The associate went away for a couple more minutes, then came back to say that the manager was going to be busy for a while with something else. I waited a few seconds to see if he would offer to take my phone number. Of course he did not. So I said I'll give you my number and the manager can call me back. He took my number. That was at around 7:45pm last night. I still have not gotten a phone call from a manager, and it's been several days. I heard a story saying that Best Buy was making a comeback. With customer service like this, I have no idea how that can be. I don't know if I will ever shop at Best Buy again. P.S. I have a screen shot of my phone showing the length of the call.
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3 comments
Anonymous
#1056785

Dude calm down. Calls can take a while especially if the people ahead of you are wanting everything explained to them or if they are making a large order.

Anonymous
#1050865

Issue resolved.

Anonymous
#1036568

HELLO.....BestBuy needs your HELP!

Maybe its not BB that needs help after all.

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Review
#702633 Review #702633 is a subjective opinion of poster.
Service
Best Buy Customer Care
Reason of review
Poor customer service
Preferred solution
Gift card

A tale: my recent experiences with Best Buy

This all culminated about a year ago, but I gathered all correspondence into one document. It has now become a bit of a joke amongst my friends and I'm asked to read it at parties. I even read it onstage recently at a storytelling show... I don't think it's all that entertaining (except Cherie's response at the end), but people always roll in the aisles... probably just because I get all red-faced and do some silly voices while I'm reading it. A few friends encouraged me to post it on some customer service forums to see what happened. If you actually read all of this, I'd like some advice as to where I went wrong. What should I do in the future when these kinds of problems arise? Best Buy is pretty much the only electronics retailer left in my town, so I'm kind of stuck with them. I like *buying* things there, but I hate *shopping* there. Any advice is appreciated! I'm expecting nothing, as usual, but here goes... I sent this via the 'contact us' page on 11/8/12: At the behest of your customer service representative, I would like to write about my frustrations with Best Buy. I will recount the most recent experience first. On October 17, 2012, I received an email that I had until November 17 to use a Reward Zone certificate. Shortly afterward, I attempted to redeem it at bestbuy.com but received two alternating error messages: "We do not recognize the following Reward Certificates: ###########. Please try another Reward Certificate." And (paraphrased) The Reward Certificate number does not match the Member number. I attempted to use the certificate several times over the next three weeks, but received the same error message(s). I attempted to resolve the problem via online chat, but was told to call 888-BESTBUY and speak to a Reward Zone representative. Every single experience I’ve had with calling in has been incredibly time-consuming, and no issue has ever been resolved, so I asked if there was any other way to resolve the issue and was told no. This morning at 8:17am central, I called 888-BESTBUY and asked to speak with a Reward Zone representative. The first person I spoke with had difficulty understanding my problem at first. I was put on hold several times and after I was able to fully explain the situation, the representative told me to print the certificate and bring it to a store. I explained that because of transportation issues, this is not an option for me. I was put on hold again and then told that there was a "system problem" and to try again in 24 to 48 hours. At this point I asked to speak with someone else. At approximately 35 minutes into the call, I was connected with a Reward Zone supervisor to whom I re-explained the problem. She initially thought it might be a problem with my original certificate, so she issued me another one. I tried that one and received the same error message. She told me to print it and come to a store. I re-explained my situation and was put on hold. At approximately 50 minutes into the call, the representative took the SKU and my payment information and attempted to place my order for me, but received the same error message. For a third time, I was told to print the certificate and bring it to a store, so I re-explained that that is not an option. At approximately 1 hour into the call, I was connected to a customer service representative in a different department. I’m not exactly sure what the purpose of this transfer was. The Reward Zone supervisor stayed on the line and the two of them talked about my situation. After I explained again that I wouldn’t be able to come to the store, the customer service rep looked to see if I could be issued a gift card to substitute for the Reward Zone certificate. Unfortunately, that wasn’t an option, so she had to tell me that there was simply nothing anyone could do for me. At approximately 1 hour and 15 minutes into the call, I asked if she could at least have an extension on the expiration date for my certificate. She said that she couldn’t do that but that she could transfer me to the Reward Zone department. I explained that I simply didn’t have any more time, as I needed to get ready for work. She was very apologetic, and the whole exchange was very civil, but I wanted to make it clear that this astoundingly inefficient and incompetent level of service is no longer an anomaly at Best Buy… it has become the norm. On that note, let me now copy you on a letter that I wrote to the store manager for the Champaign, IL Best Buy store about an experience I had earlier this year: . 1/6/12 To Whom It May Concern: I wanted to write a note about my recent shopping experience at Best Buy, Champaign, when I bought a new iPhone 4S. First and foremost, I don’t want to be "that guy," and write a scathing note to get anyone fired. I’m not really angry or anything… Rather, I’m a front line manager for another business here in town and after consideration, I figured that I would want to know if one of my customers had an experience like this one. I’m not a letter-writer, but I couldn’t find any other way to contact management. On Friday afternoon, January 6th, 2012, I came to the store with the intention of re-upping my AT&T plan and purchasing a new iPhone since I had gotten a gift card for Christmas. I went straight to the Mobile section and wandered for about 20 minutes. They were busy, so no one approached me, so I browsed around the store for a bit. Every time I returned, I received no attention. After approximately two hours in the store, I had to be somewhere else, so I had to leave. I went online that afternoon and purchased the iPhone through bestbuy.com. I quickly received an email that my order was ready for in store pickup. I was coming from out of town, so I couldn’t get to the store until about 8:15pm (the email mentions that pickup hours end at 9pm). I went to the customer service counter, and after a brief back and forth on the radio, I was told that my phone was at the mobile section. The mobile section was just as busy as it was earlier in the day, so after about a ten-minute wait, each of the three representatives (#1, #2 and #3) individually asked me what I needed. Each time I was asked, I gave my order number and said that I was picking up a phone. I watched as each of the three reps checked in the same two places for my phone, and then went back to helping someone else. When a fourth person (#4) came from a different area and asked if I had been helped, I said, "not really." I gave him my order number and said I was picking up a phone. He checked the same two places, conferred with the other three reps for a bit, and they said that I needed to go to customer service. I said that I had been there already, so #4 went to CS to check. After about a 10 minute wait (it was about 8:50pm at this point), #4 came back and said that the paperwork for my pickup was in the warehouse, but the phone was still in the mobile section. So he gave my paperwork to #3 and left. It was about 9:05pm when #1 asked if I had been helped yet. I said that #3 had my paperwork for my pickup. He looked at it and got an iPhone out of the drawer and spent the next 15 minutes or so activating it. That whole process went smoothly and #1 was very helpful during the activation process. At about 9:20, He handed me my phone and it was working immediately. Then, he asked me how I was going to pay for it. The two obvious issues were: #1 I had already paid for it online and #2 The readout was saying that I owed $700 for the phone, but it was actually just $212 with the re-upping of my contract. I told #1 both of these facts, and he asked #3 what he should do. #3 asked me "are you sure you paid for it?" I said yes and re-stated my order number. #1 called on his radio for help. A young lady (#5) came to his station and tried to help. After a short while, #5 said, "sorry, I can’t help you" and left. #3 also left and she started to clean the area around the mobile section. So #1 and #2 spent about 25 minutes figuring out how to apply my payment while I sat and waited. Finally, I took a brief bathroom break and when I returned, they had figured out the payment and said I could leave. I felt pretty guilty at this point, as #1 told me several times that the whole debacle had caused him to miss his last bus and he was going to have to find a ride home. I was interested in the black tie protection, but didn’t want to delay any more, so I figure I’ll have to come back to brave the storm at a future date. All in all, I’m happy with my iPhone. But needless to say, the whole process was pretty exhausting. I don’t know if it’s just my bad luck, but my last four shopping experiences (a laptop, two phones and an entire home theater system) at Best Buy have been some sort of train wreck, dealing with staff members who are either stretched way too thin (i.e. trying to help several customers at the same time) or undertrained on your system. I shop at Best Buy because of the selection, but the service has been so grossly substandard in recent years that I don’t see myself returning. I would appreciate the opportunity to speak further about this experience if you think it would help. My contact information is below. . I received no response to this letter. I would appreciate any sort of response to this correspondence. I’m an "electronics junkie" and I shop at Best Buy for the selection and, for some reason, out of a sense of loyalty since I’ve been going there for so long. However, I am considering switching to another retailer because every single experience I have had with your company over the last year has been incredibly frustrating. My time is valuable to me, but I don’t feel that it is worth anything when I am in your store or speaking with a representative of your company. And the kicker... here's the email response I received on 11/10/12. I haven't edited it at all (except for one swear word, which Best Buy's forum, ironically, is making me edit), so please forgive the myriad spelling and punctuation errors: Hi Mike, I am Cherie with Best Buy Customer Care. First and foremost allow me to apologize on behalf of the BestBuy group for the inconvenience you have experienced everytime you placed an order via online and instore.At Best Buy, we understand the importance of good service, as well as how frustrating poor service can be.Your experience with the agents approaches has been unpleasant.And,I really do appreciated your patience towards us,from all situations you have encountered with us wasn't really good at all but still you seemed to stay calm to give your repeated words/phrases just for the agents and manager to fully understand your issue and you still don't get too much pis-ed off.We salute you for that.We can't blame you if your decision to let go Bestbuy as one of your "favorite" store.We respect and understand you mike to that.For whatever dissapointing expections had happened to you from us would be our lessons to improve that and we thank you for that.This ain't a negative compliments to us but to face as positive challenge to take back our customers who has been dissapointed and left Bestbuy too as you are with our service.We will value this forever.Again sorry for everything that you have experienced from us.You will be valued Mike as our loyal and thoughtful costumer from Bestbuy and would always welcome you if you wish to do a purchased from us.May GodBless you always and Have good day! Sincerely,CherieBest Buy Customer Care Team
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2 comments
Courtnie
#738570

Where was the "rolling in the aisles" part? All I saw was a long, drawn-out, dry exchange that you created by refusing to come to the store.

Why couldn't you meet them half-way and do that? I call pure BS on this and that last letter was definitely a fake to make Best Buy look bad.

Anonymous
#738311

Wow wonder if lisa smith goes by Cherie. Pm her https://www.facebook.com/profile.php?id=1095653427&fref=ts

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Review
#455961 Review #455961 is a subjective opinion of poster.
Service
Best Buy Customer Care
Loss
$10
I recently pre-ordered Halo 4 online to be picked up at the Joliet, IL store #307. Upon arriving, showed my online receipt and was told to get into line. Upon getting in that line and waiting 45 minutes. I got to the cash register to an employee(Girl with tattoos) that...
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1 comment
Anonymous
#568706

Awwww poor you and what does her having tatoos have to do with the situation?

Review
#357074 Review #357074 is a subjective opinion of poster.
Service
Best Buy Customer Care
Loss
$99

Best Buy in Springfield, Illinois - Rude rob yelled at my 82yr old mom and I

On 9/22/12 at 5:30 pm at the best buy in springfield, Illinois on veterans pkwy. Rob in the cell phone dept confronted my mom and I very rudely and unprofessional. I had just purchased the HTC one x cell phone by at&t and recieved my first bill for$626.88. Rob told me my first bill would be a (little) high but I didnt expect a mortgage payment. Anyway rob was with a customer and another sales person tried to help me and he took my bill and showed it to rob and right away he started being very rude and raising his voice to both my mom and I before I even said a word. A manager finally came around and he was still raising his voice with me while the manager was there. The only reason I kept my cool was because my mom was there and I respect her. My mom worked retail at Macy's for 20 yrs and said if any employee acted like to a customer they would be gone. Long story short; Rob didnt set the phone up right in the first place thats why I got an outragous bill.He had my mobile to mobile calls set up as landline calls.So from there I proceeded to the nearest at&t store and they researched everything and determined whomever set up the phone (ROB), messed up and at&t is going to take care of ROB'S incompitence.Anyway, I would like for Rob to apologize to my mom because he basically called her a liar to her face. Myself, I am not worried about. I just know that no one deserves to be talked to that way, especially when they are wrong.He also explained to me and my mom both saying my monyhly bill woild only be $80/mo before taxes and then he told us both that he got it down to 64/mo before taxes. I now know that both of those figures are false however I like the phone alot. The issue here is you have a very rude salesperson who needs to apologize for his rude actions.
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1 comment
Patrick
#548132

the first bill is typically more expensive but nowhere near that much. I think I had an activation fee and maybe one other thing and that was about it on my first Verizon bill.

Review
#347871 Review #347871 is a subjective opinion of poster.
Service
Best Buy Customer Care

Best Buy in Chicago, Illinois - 5 week old lap top had problems took it back they wouldnt fix it or return my money

Best Buy should be called Worst Buy I will never purchase another item there again, customer satisfaction is zero they dont care once the sale is made you are on your own. I purchased an HP laptop on may 27th 2011 on july 4th i noticed a problem i took it back to the store and was told i needed to pay $84.95 to have it diagnosed and then pay whatever it would be to get it fixed i said no way you fix it or return my money they refused, i then called Hp headquarters and was told no problem it was under warranty and they will honor it.So as i see it Worst Buy is ripping people off if they go under its their own doing for screwing customers over, from now on i will go to Staples they are much nicer and if somethign goes wrong they will fix it and make it right.
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6 comments
Anonymous
#328907

wow still trying to figure out where best buy was at fault

Anonymous
#323630

ha! my asus is 3 months old and best buy has taken it for service under the manufacturers warranty twice.

The first time was a faulty screen and the second time was the mouse pad. both were replaced no additional coverage.

John K
#311774

I've been shopping at Best Buy for fifteen years, have never had a problem with their products or their service.

Anonymous
#308422

Staples won't be any different. No store is going to fix a computer that is more than 30 days old for free unless you purchased a service plan. As you found out, all computers come with a 1 year warranty from the manufacturer.

"Your ignorant" - Best comment ever.

Anonymous
#308315

Most laptops come with a 1 yr. mfg warranty that retail stores have nothing to do with. If there is an issue with the laptop there is nothing that the retail store can really do outside of the return period.

Anonymous
#308291

Learn the definition of "retail store" or buy a service plan. Your ignorant.

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Review
#247015 Review #247015 is a subjective opinion of poster.
Service
Best Buy Customer Care

Contact Best Buy Customer Service

Website:
www.bestbuy.com
Mailing Address:
7601 Penn Avenue South
Richfield, Minnesota 55423
United States
Phone:
(757) 220-1352
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