Never in my life had I felt so cheated and mistreated by a company. | Best Buy review from Bronx, New York

1.9
Details
Do yourself a favor and never buy a product from Best Buy again, as they will sell you a damaged product and will not grant their advertised return and exchange policy. I bought a 32” Samsung TV for my mom as a gift at a Best Buy on September 4th 2016. On September 8th, I go over my mom’s house to connect the TV for her. Upon connecting the TV, I noticed the screen has white splashes, as it appears when the screen is internally damaged. I didn’t panic too much since the sales representative at Best Buy says the TV has a 15-day warranty. I checked Bestbuy.com and even called customer service to make sure it was 15 days. On September 11th, I go to Best Buy (402 E Fordham Rd Bronx, NY 10458) confident that they would exchange this defective TV since it has only been 7 days since the purchase and it’s still within their 15 day return and exchange policy. The not so friendly customer service representative promptly assisted me. She opens the box and connects the TV to see the white splashes I’ve described. The customer representative tells us they cannot exchange the TV as it looks like we have dropped it. Keep in mind the box or the TV itself doesn’t show any dents, scratches or signs that it has been dropped or in contact with any surface. It still even has the plastic attached to the TV. Amazed at this outcome, we ask to talk to the manager. The assistant manager comes over and quickly agrees with the customer service representative in that it MUST have been that the TV has been dropped and that this Best Buy store has a 4-day return and exchange policy on damage TVs. I found this very strange as the sales representative and everywhere on Best Buy stores and website shows a 15 day return and exchange policy. I asked to please show me in writing where does it say that there’s a 4-day return policy, which of course they failed to show me since this is a made-up policy by this particular store. The assistant manager even tells me that he can clearly see and feel that the screen is cracked even while having the TV off, suggesting that there is exterior physical damage to the screen. I ask please, show me the physical crack on the TV. He confidently checks the TV but fails to find any physical exterior physical damage on the screen or anywhere on the TV. The customer service representative also checks and fails to find any exterior physical damage. The assistant manager puts the TV back on the box and tells me there’s nothing he can do about it and he will not receive the damaged TV Best Buy sold us. He even tells me that they could get in trouble for accepting the TV. Really, you would get in trouble for granting the 15-day return and exchange the company you work for advertise. At this point, my only thought is to call Best Buy’s customer service line. My mom calls and it is told again that we are still within the 15-day return and exchange period. We put the assistant manager on the phone and he explains the issue as the screen being “cracked”, even after failing to find any physical crack or damage on the screen or TV. The customer service guy tells him that he needs to honor the 15-day return and exchange period, but the assistant manager continues to say their store has a 4-day policy. Since when, does each individual Best Buy store have their own policy? Lastly, he tells us he is sorry and even sympathizes with us but there’s nothing he can do. In conclusion, Best Buy sells me a TV that I buy for my mom with my hard earned money, I go home, open the box a few days later to find out it doesn’t work and now I can’t even get it exchanged. Basically I lost my money. But is not the money that bothers me. Is the way a big company such as Best Buy cheats their customers. How can a company like this be in business? At this point I just want to inform other people of their practices to avoid this happening to someone else. Hopefully New York City Department of Consumer Affairs could help us with this situation.
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1 comment
Anonymous
#1250695

I had the exact same issue. The TV was working fine and suddenly I had big black blob on the screen.

I called the geek squad and they said its damaged, and the technician tells me I dont see any physical damage and he is not sure how the screen is cracked internally. He tells me to go to the local store and ask if they can process return and exchange.

I have been calling customer service and going to various stores, and no one seems to help. How did you resolve the issue or did you get your money back?

Review
#916966 Review #916966 is a subjective opinion of poster.
Product
Samsung Electronics Tv
Reason of review
Return, Exchange or Cancellation Policy

Asus Laptop Review

Horrible customer service we bought our son an a$1500.asus Laptop in July that stopped turning on by August . They would NOT replace it made us send back to California For $100.) Our cost)to ship and just came back still not working.
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Review
#914760 Review #914760 is a subjective opinion of poster.
Product
Asus Laptop
Reason of review
Bad quality

NEVER BUY FROM BEST BUY BRONX NEW YORK #1172

2.2
Details

Update by user Aug 30, 2016

UPDATE: I was emailing everyone I could at BB for a resolution. Finally I received a response from a Ms Berry (Account resolution dept) because I also emailed the CEO.

He must of forwarded my complaint. Ms. Berry had the nerve to offer me a so called settlement... Ready for this one????

$150 off any brand new television or $200 off of any open boxed-television. Why on God's green earth would I even accept that offer? It BB felt so adamant about MY son and husband ADMITTING to PYHSICAL DAMAGE BY US, why offer anything? What fool would accept that offer..(Probably someone that actually broke the television)..Not ME AT ALL so I took BB to small claims court on August 18, 2016.

They never showed up. I still had to present my case and the arbitrator which was found in MY FAVOR. The only problem is trying to collect my judgment. I just received my "Letter of judgment against BB".

I am now going through the channels to collect my funds. I even reported them to the BBB and some so called Account-resolution manager (Ms Berry) replied that she offered me a solution. She has no idea that as of today that I have a judgment. I am going to scan that judgment and email it to her.

They cannot push the working consumer around at all!! My suggestion is to take them to small claims for their injustices. Don't sit there and allow them to treat you like that.

It may be a hassle, but now it is the principal. Thank you all for reading my post!!

Original review posted by user Jul 26, 2016

My husband purchased a 55' Samsung curved tv from BB on July 12, 2016 at 2:21pm ($1056). He was so happy because it was a big screen. He got the TV home and set it up and noticed that it had a crack in the TV. He was disappointed so he immediately took the TV back to store #1172 at 4:45pm SAME DAY!!!!! He advised the sales rep that the tv was damaged and the s/r said that he must of dropped the tv and broke it and they are not responsible????? My husband requested the "so called" manager "Kirk" came out very annoyed and actually agreed with the s/r? What type of world are we living in??? He was very nasty and condescending to my husband and actually dismissed him. My husband was infuriated so he just left the tv in the store and left. My husband called me and informed me of the situation, I immediately went to BB to speak to the manager. Once I got there I spoke with some other "so called" managers and explained the situation to them. They told me to wait a minute and then they called the same manager "Kirk" to the scene. Kirk again was annoyed and said that the situation was already handled. I informed him that it wasn't handled. After the debating with the back and forth, he told me that I had to deal with Samsung. I wasn't happy, but I decided to contact Samsung. I was on hold for a rep for over 20 minutes, but I finally got through and was told that they would send a "Samsung authorized dealer" to fix the tv FREE OF CHARGE. I wasn't happy but at least satisfied that I would be able to utilize the tv that was purchased. The authorized dealer called me to set up an appt. and I was told that the part would be $500 and the labor was $210 and I WAS RESPONSIBLE FOR THAT!!!! ($710) That would mean that I paid ($1700+) I was speechless, I just said thank you and hung up. The following day I contacted "Debbie at BB" customer relations.. we spoke at length and she gave me her direct extension (866-650-7110)x 60098 and she claimed she would look into this matter further. I have never heard from Debbie again. (Some customer relations huh), every time I contact her I get her voicemail and I have left numerous messages and no call back. I have been a BB consumer for over a decade. I have brought TV to telephones, surround systems and play stations game consoles for my family. I am appalled on how their treatment was. When I contacted SAMSUNG again to inquire on why they lied to me about the repair, I was told that I was in warranty but they consider it physical damage. When I talked with the manager at Samsung (Elizabeth), she advised me that BB should of handled it and they are not being accountable. Neither is Samsung. How can it be physical damage when the TV was broken when we installed it? How do I know that it wasn't damaged from Samsung's warehouse to BB or when BB movers unloaded it into their store? How can they prove that it was us? I was even IN THE RETURN/EXCHANGE PERIOD..The same day!!! They still refused. DONT EVER PURCHASE FROM BEST BUY AGAIN. I might not ever purchase any more Samsung products either. All I wanted was an exchange for a broken TV on THEIR end. I want what we paid for. We didn't even get to WATCH the tv at ALL. I forgot to mention that my husband purchased the tv with cash instead of a credit card. Please believe me if it had been on our credit card, the charge would be disputed and we WOULD HAVE OUR MONEY BACK!! I think that they are tying to keep it because it was cash. I should of never purchased that tv from "uptown places" If I would of purchased the tv "downtown" in the "Wall street area" where I worked, this would of NEVER happened. I have no choice but to seek legal action!!
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1 comment
Anonymous
#1300301

Just want to say to everyone TAKE THEM TO COURT IT WORKS!!!!!!! I finally received my check from BB for the broken TV.

I will never shop there again and has informed all my friends and family not to either. Court Works!!! I have proven so.

They apologized to me but the $950 has cleared in my checking account. I am going to PC Richards for my new TV!

Review
#889053 Review #889053 is a subjective opinion of poster.
Product
Samsung Electronics Un55ju6700fxza Tv
Cons
  • Horrible customer service
  • Mangagment
Reason of review
Poor customer service
Loss
$1056
Preferred solution
I want BB to deliver a brand new 55' curved tv to my home. This treatment is unacceptable
Tags
  • humiliating
  • Bronx Ny Store 1172

BEST BUY - DOUBLE BILLING

I purchased Dragon Voice Recognition Software online and opted for Store Pick Up. (1) Unit (1) Purchase Order (1) Price $206.00 Confirmed at purchase My credit card company called me to question a duplicate purchase I found that they had double billed me. While the order say 1 piece of software Best Buy billed it twice. While I am out of pocket over $400 it may have been a cheap lesson - I could have been buying a TV or refrigerator. Through the entire process of dealing with the store (pickup) the customer service department and the "back room" I was struck by the lack of concern and motivation. In times when we hand over our most intimate financial information to our retail partners we need to be careful who we are dealing with. I have dealt with Best Buy for years.I am an Elite member and I will never set foot in a Best Buy Store again.
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Review
#882961 Review #882961 is a subjective opinion of poster.
Reason of review
Problems with payment

Best Buy Sales Manager Review from New York, New York

3.0
Details
One of my favorite store is best buy. Great collections of electronics, great return policy and most of all I always had great experience with best buy. Untill today when I went to Bay Parkway best buy in New York. My husband got me a apple watch as a first mother day present. Love the watch but I wanted a rose gold so we went to the store to excahnge. The person name Sammy was working at apple counter. I waited their about half an hour with my 9month old baby to get his attention. Remind you its Monday afternoon around 12:15 pm. Finally when I got his attention he was annoyed did not take me seriously and didn't know his product. Before I asked him to get me a watch he completly walk away. I asked another employee named Jamal at the Windows counter to call for a manager, he rudly asked why I need a manger. After waiting another 15 min manager named Chantel showed up. She tried to help but didn't seem motivated to resolve the problem. None of the employee could give me a corporate ph number and asked me to just google it. All I wanted is to get my first mothers day gift. Didn't expect to get treated so badly. I know I am not buying an expensive item but they should treat all their customers same.
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Review
#848745 Review #848745 is a subjective opinion of poster.
Service
Best Buy Sales Manager
Cons
  • Lousy service
  • Customer service does not exist
Reason of review
Poor customer service

Horrible | Best Buy review from Garden City, New York

1.9
Details
I bought an oven from Best Buy and was told it would be delivered on Friday. I was called later and told that if I wanted it installed it would not arrive until Monday. Monday the oven is delivered but it is damaged, the glass door is broken, the door itself will not close, and the side is dented in. I called Best Buy (they never contacted me) and was told someone will call later. Later, I called and was told they are looking into it and will call me back. As I never heard from them, I called again and was told someone would call me in the morning. Of course, no call in the morning, so I called again in the morning. I was told that someone would call back at noon. At 1:30pm, since I never got a call back, I called again and was told that they had "customers" and could not deal with it now. So I guess that once you pay them you are no longer considered a "customer". I called the corporate customer service, and spoke to Tom who promised to look into and call me back. Well, guess what? At 5:15 I called him and was told "sorry I was called into a meeting". The end result is that I cannot even get a date for delivery of my oven because the damaged one cannot be found, it was not returned to the warehouse and I have to wait until it is brought back. So a day later, I still cannot even get a date as to when my oven will be installed, and I cannot get any further information until the delivery company returns it to the warehouse. So I paid for an oven that I cannot even get!!!! HORRIBLE DO NOT DEAL WITH BEST BUY EVER!!!
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Review
#832748 Review #832748 is a subjective opinion of poster.
Pros
  • Ordering it
Cons
  • Customer service and damaged product
Reason of review
Damaged or defective
Preferred solution
Deliver product or service ordered

Rca Remote Review

2.0
Details
I purchased a TV $750 and was told the remote would work with my surround sound also made by Vizio but it didn't. I returned to the store and was told I needed a universal remote at $10. That didn't work either. When I tried to return the remote without the receipt they offered no assistance or options. I just wanted a remote that worked. Now I will never set foot in one of their store's again.
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Review
#827371 Review #827371 is a subjective opinion of poster.
Product
Rca Remote

Best Buy - Lg 55-Inch Tv Review from New York, New York

1.0
Details
Best Buy have tge worst Customer Care i have ever dealt with. I had a confirmed scheduled delivery which Best Buy never fulfilled without calling. And ao I called Customer Care to find out what happened. And I was told that there was a rescheduled date of another 7days without letting us know. Not a phone call from them. And all this information after calling Customer Care , being transfered from one dept. to another to another and to another. That the reason why we did not get the delivery is that the item was not available to be delivered. I ordered the item on the 3/11/16 to be delivered on 3/17/16 and they tell me that the item is not available for delivery until the 3/24/16. So I paid for something that Best Buy do not have physically in their warehouse. It seems like Best Buy is charging several customers for one item because of their un updated glitch in their system? Customer Care representatives that were involved in my situation were incompetent and rude. I felt like they were passing from one to another cause no wanted to deal with dilema that Best Buy delivery dept created. Never again. I should have stuck to PC Richards. I never had a bad experience in anything even resolving problems. I have been buying from them for years. I never want to deal or buy anything from Best Buy.
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Review
#812571 Review #812571 is a subjective opinion of poster.
Reason of review
Problem with delivery

Worst customer service I've ever had from a large company | Best Buy review from Brooklyn, New York

1.8
Details
I have called them 7 different times for the same issue. Why 7? They have hung up on me 4 of the 7 times and at least half were rude. I had to reexplain myself for 2 hours over and over again. I was not rude whatsoever, but I did not hold back my feelings on followup calls after being hung up on as it is normal to be frustrated about it. My simple issue was never resolved (it was a return). They lost me forever. I will never go back nor recommend anybody purchase from them. They seriously need to reexamine their entire customer service department.
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Review
#798285 Review #798285 is a subjective opinion of poster.
Cons
  • Run around
  • Service issues not resolved
  • Horrible customer service
Reason of review
Poor customer service
2.2
Details
have decided to avoid best buy from today on until i die i was mistreated again which i was told would not happen again but it did...i buy over 2 to 3000 a month for my company and myself and sometime i have to return one small item.....this is a process from...
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3 comments
Anonymous
#1106429

Assuming this isn't fake, you're the type of customer that retail employees hate, the claims of spending so much so therefore you deserve special treatment. If you are late on returning an item it's your fault the policies exist and you aren't exempt from then. *** Assuming your claim off working for an insurance company is true you should understand being late has consequences, if a customer missed were late on an insurance payment they are penalizedespecially if it happens as much as it seems you miss the return period for Best Buy

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Review
#783429 Review #783429 is a subjective opinion of poster.
Cons
  • Return policy horrible unfair and worst of all stores
Reason of review
worst return policy i was 2 days late and treated like a child
Loss
$44
Preferred solution
Full refund