1.0
Details
I had a nightmare customer service experience today at a Best Buy store in the Bronx Terminal Mall,New York. I went to do a simple return at this branch and encountered an agent at customer service who was outright mean in attitude in both verbal and non-verbal...
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2 comments
Anonymous
#1798309

That's those tough cats from the Bronx for you. You should have just let your freak flag fly and started yelling and screaming and jumping up and down. They would have given you what you wanted just to get rid of you and to keep you from scaring their customers away.

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Review
#1745872 Review #1745872 is a subjective opinion of poster.
Service
Best Buy Customer Care
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

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

Just a customer. | Best Buy review from Bronx, New York

I was told that my refrigerator will be deliver to my house between 11-3pm. I took one day off from work to wait for the delivery. 3 pm passed, I called and called and finally at 4:30 I spoke with a very pleasant young lady.She told me that they will not make it today. There is a delay. I was so angry I started to shake and cry. why can they call me and tell me that they cancel my delivery? Is that too much to ask ? Why did they enter my phone # in every page. And not calling. Where is the courtesy.? The point I am making is they should have call me and let me know a head that they cancel my delivery. I wasted my whole day for nothing. I truly feel that best buy and their geek squad do not give a *** for any customer. They just want your money. Once they get yourmoney they wouldn't care if You Get your appliance or not. The worst part is , no one from either best buy or the delivery team call me and apologize . For this reason, I promise myself never to buy or stop by best buy ever again. Sue
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Review
#924650 Review #924650 is a subjective opinion of poster.
Pros
  • I stopped shopping at best buy
Cons
  • Salesperson - manager extremely unprofessional
  • Unprofessional delivery team
Reason of review
Problem with delivery
Tags
  • Whirlpool Refrigerator

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

Pre-order Fiasco | Best Buy review from Bronx, New York

3.0
Details
I went to BB at Fordham Road in early Sept. and made a deposit for Super Smash Bros. for 3DS and Wii-U. The employee told me my game was guaranteed to be there on release day. Fast forward to Oct. when the 3DS version comes out, I had to go quick because I had to go to work afterwards. So I get there at 12pm and wait in line for 25 minutes because apparently they need 3 employees to help one man return a fan. Then when it was my turn, the lady said "Sorry we don't have it anymore." Then I said"but I pre-ordered, you SHOULD have my game" Then she said"well when it comes to pre-orders, it's 1st come-1st serve". So I argue saying that completely negates your pre-order policy. so because of all that I left angry and was late for work. Just to make sure I get my Smash bundle, I pre-ordered and paid for the game online so that I'd get it today and avoid the frustration of last time. But I didn't get my game delivered and decided to go to BB and see if they have my original pre-order. So I go today to pick up my Wii-U version and sure enough, the same *** happened again. It was first come, first serve. So I was livid, but decided to just call Customer Service. After being transferred 6 times and put being on hold for a total of 3 hrs, I talked to supervisor and explained this. After the *** they pulled they offered me 10 dollars as compensation. I took it and said I will be going on social media to tell everyone how horrible BB is to their customers. And not surprisingly, many other people are having the exact same problem with their pre-ordered game. Funny, because as I write this, I got an email from BB saying the game I ordered is delayed and won't arrive til Dec 24. So to anyone who has a problem with BB, call corporate, *** calling customer service. And if they give you *** in person, ask for the managers name and the name of the employees who gave you trouble and mention you WILL call corporate and report them to the Better Business Bureau. They have our names, numbers and all our info in their systems and they can't even contact their customers to inform them of the progress of the item they ordered? So they took my money and did not deliver on their promise. That's called robbery. I will NEVER give BB any of my business, EVER. And if they think they can keep getting away with this to their customers, then sooner or later they will fall apart and go out of business. Don't believe me? Ask the people who worked for Circuit City.
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Review
#560812 Review #560812 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$86

DISGUSTING!!! THIEVES!!! DO NOT ORDER FROM THEM!!! | Best Buy review from Bronx, New York

I ORDERED A PART FROM BEST BUY, MISS THE DELIVERY, I WAS TOLD BY UPS THAT IT WAS GOING BACK TO THEIR FACILITY.....WAITED BUT NO REFUND SO I DECIDED TO CALL AND THIS WENT ON FOR WEEKS AND STILL DIDN'T GET MY REFUND.. I WAS TOLD IT WASN'T SUBMITTED TO THE RETURN DEPARTMENT.WHEN IT WAS FINALLY "SUBMITTED" I WAS TOLD IT WILL REFLECT ON MY BANK STATEMENT IN 2 CYCLES.... WHAT DOES THAT MEAN? THAT MEANS IN 2 MONTHS.... I CALLED EVERYDAY FROM THEN ON...... AS OF TODAY.... STILL WAITING.... THEY SHOULD BE REPORTED AND SHUT DOWN...
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Review
#529530 Review #529530 is a subjective opinion of poster.
Reason of review
MY REFUND
Loss
$71
Preferred solution
Full refund

Best Buy - Refrigerator Review from Bronx, New York

Best Buy on Fordham Rd in the Bronx is very dishonest! I have been without a Refridgerator since 11/13/14! It was supposed to be delivered Tuesday 11/18/14 then it went til Friday 11/21/14!! No excuse why the date changed no one could give an explanation!! Now here it is 9:34 p.m & still no Refridgerator! We should've have been the first one's on the list for delivery but no we are the last! Never ever again will I Purchase another Appliance from Best Buy! I wouldn't recommend it to anyone else either!! I can't believe them either!! We have been buying ice for a cooler for 7 ****ing days!! I should've went to SEARS or P.C RICHARDS like I usually do!! BEST BUY stands for BEST *** NEVER A ****ING again will I BUY ANY APPLIANCES!!!
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1 comment
Anonymous
#904397

Hey Bro, I live near there and that BB at Fordham is terrible. I had bad experiences the last few times I went there.

Either the employees are negligent or incompetent, it really is frustrating! It's as if they have people who didn't graduate High School and their friends running that place. I went to the BB in Yonkers (Central Ave.) and I got what I needed and one of the employees there lives in Fordham and told me she doesn't go to the BB there because it's horribly managed.

So my advice is to go PC Richards on Grand Concourse and ask for Jeffrey, he's the manager there. He's very respectful and takes his job seriously.

Review
#560787 Review #560787 is a subjective opinion of poster.
Reason of review
Problem with delivery

Poor service at Best Buy

The slowest service ever! Ever time I asked for help I was told "wait a sec" or "I'll be there in a minute". Help never came. I was constantly told to go to the cashier for help but then I was told to go to another employee who then directed me back to the cashier. This cycle repeated 4-6 times and I basically wasted an hour doing that. When someone finally helped me they just said to wait on line. Why didn't they just tell me that in the first place!? Once I got on the line I wasted another 45 minutes even though there were only 3 people on line. Come on Best Buy! Once I finally got there they took 15 minutes to give us the computer. They kept on asking, " Do you want this?", "Do you want that?". No I don't! just take my money so we can all go home. What kind of service is that? Why didn't I just buy the computer at P.C. Richardson?
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1 comment
Anonymous
#764832

Dude, its a big box retail high turnover store where the associates would not know a flat screen TV from a flat chested prom date. They did the best they could most likely. If you want immaculate service then get rich and send your pool boy or office personal assistant out to do your bidding.

Review
#467041 Review #467041 is a subjective opinion of poster.
Service
Best Buy Cashier

Best buy geek squad black tie insurance vimal kumar

To whom it may concern, I have purchased many items from Best Buy ranging but not limited to a simple power inverter to multiple computers. My local best buy store is number 599, I have become familiar with the store and see most of the same faces there while shopping; I have also referred many of my friends and family to purchase various products and services including approximately 6 cellular provider lines of service. My experience starts off quiet pleasant, as my mother and I travel to the local best buy to upgrade the entire family's cellular phones since we were entitled to an upgrade. Upon arrive at the store, we browse the various mobile devices and wait to be approached, I must mention that the best buy mobile in this particular location was quiet curious as well as helpful, the only downside was a slight wait, but this is of course expected and bearable when receiving good service. I was offered the geek squad black tie protection and even presented with a follow shopper who was coming into the store to get her blackberry replaced due to water damage. I took the information on this protection program and was told I had 14 days to add it from the current purchase date. The following week I returned to the store and happily purchased the geek squad protection, after being told that I can come into the store at anytime and they will take a phone out of the storage case and hand it to me I was pleased and understood exactly the service that best buy was rendering. The price seemed fair, as 11$ with tax included was double the price of the providers insurance however they were rendering a service that guaranteed a new phone as long as you had the previous one in hand. After approximately 4 months my phone started freezing and lagging and I arrived at Best Buy 599 and was greeted by the same sale person who had sold me the phone, who now had been promoted to manager, who apologized to me and told me they did not currently have any 9700 Blackberries in stock and I would have to wait for it to get shipped to my house in 2 business days. I agreed since there seemed to be no other option and I still had my old Blackberry to use as a backup. I was not pleased with this hiccup however it was not affecting my daily business and was once again bearable. 2 days passed and I did not receive a package from best buy, at this point I place a call to geek squad to find out the status of my repair and after 45 minutes on hold and speaking to someone on the phone who judging by muffled noises in the background was either in a car or a workshop I was told that someone from the store was going to call me later, and my unit would be available for in store pickup before closing time. Now, imagine my surprise, I have to drive to the store to get the phone that I was supposed to be handed at the store 3 days earlier. This was a mediocre experience with the best buy geek squad team, however I did get my new phone and refrained from writing any negative feedback since their advertised service was completed, though in a sluggish ordeal. 3 months later I again returned to the Best Buy store 599 and was greeted by the same manger that I had seen numerous times in these past few months due to family members upgrading their lines and other various purchases I had made in best buy. I explained that my phone turned off while I was speaking on it wasn't responding to the power button. The manager proceeded to tell me that geek squad no longer offers " rapid exchange " and I explained that when I signed up for the service that was the main selling point and I was not informed of the changes to my protection plan by any member of the best buy team. The manager took the time out to tell me that since it was my first rapid exchange they would be able to process it, however the 9700 I possessed was no longer available and I was going to have to take the 9800 torch. To most people this would seem like an upgrade but the torch was available for the same price when I purchased by 9700, and the reason I didn't buy the 9800 was because it was bulky and I used my phone for its purpose and not its aesthetic appeal. Needless to say I needed a phone to use the next business day and at this point it didn't matter what kind of phone it was as long as I was able to sync my contact and emails and take on the business day as I normally would. To my surprise once again the manager comes back to inform me that they are out of torches and will not have any available until the following business day. I inquire about what measures I can take and explain to him my dependency on my phone for work and he suggests that the other nearest store Best Buy 1886, located on Gateway drive, a mere 30 minute drive has 7 of these blackberries in stock. I reluctantly take the drive and arrive at the store at 530PM, I walk right to best buy mobile and explain the situation, reference the manager from the previous best buy and explain what he instructed me to do. Before I finish my inquiry with the sales representative he calls over a manager who expresses no desire to be of any assistance and informs me that he is not obligated to honor the requests of any other best buy personal and is most defiantly not obligated to honor a rapid exchange request from a costumer. I explain to him that I am in need of a phone a purchased this protection plan only for its rapid exchange policy, and he aggressively explain that he will not do the exchange while also confirming that the their store does have 7 of the units in stock and that he is interested in selling them to new customers. I request for him to call the manager from the other store and he agrees to do so from the privacy of his own office, as well I request to call geek squad while I wait. After a wait of about 15 minutes I finally get to speak to a person from geek squad who explain to me that the store has the option to honor my rapid exchange and that he would be more than happy to speak to Vimal Kumar the customer solutions manager at the location and see if there is a reason for him not honoring this rapid exchange. Once off the phone Vimal, explains to me that the geek squad protection plan is liable for change without any notice to the customer and that he will not exchange my phone and there is nothing I can do about it, he goes as far as telling me that he is getting paid for being present in the store while I am wasting my time. Needless to say I did not return to this best buy store and this experience with someone who's sole responsibility is to be a customer solutions manager has reflected poorly on best buy as a corporation and I have not returned since. If I was looking to get a phone mailed to me, I could have simply called my service provider and received a phone in the mail under warrantee, since all the events described occurred within the first 8 months of my owning the cellular device. Black tie protection was a falsely advertised protection plan which cost me money every month and provided virtually nothing more than the manufacturer's warrantee and the staff at location 1886, specifically Vimal Kumar the Customer Solution Manager, greatly impacted my perception of Best Buy, needless to say I will not be returning to shop at the store and am currently receiving cellular protection from my service provider for a notably lower fee. Dmitriy
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1 comment
Anonymous
#333200

Whew! I made it through that bloated novel. You do realize that whole story really only needed a couple of paragraphs, right?

A simple google search of "best buy black tie warranty" would have told you how much of a ripoff it is.

Review
#257290 Review #257290 is a subjective opinion of poster.
Loss
$120

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Does not honor price on item. Bait and switch. | Best Buy review from Bronx, New York

I visited BestBuy in Mt. Vernon, NY on Saturday, February 6, 2010 to purchase an iPod speaker system. The unit I was interested in was the Altec Lansing iM600 which retails online beginning at $93 (http://www.google.com/products/catalog?hl=en&q=altec+lansing+speakers+ipod&ved=0CCYQrQQwAA&cid=9935463608728629115&sa=title#p). When I asked the salesperson if they carried this model he said they did not have it in stock and then showed me another Altec Lansing model (Altec Lansing inMotion) that he said was the model below the one I was originally looking for but was only $49, which is clearly what the price tag on the item indicated. When I went to the register to pay for the item I was told that the item was incorrectly tagged and the price was $149. After speaking to the department manager and then the store manager, they refused to honor the $49 price. I was happy to return home to purchase the same unit online for less then $100. I am not a legal expert in the laws governing mispriced items but I was under the impression that it was the retailers responsibility to honor items as they are priced.
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4 comments
rational t
#138356

People grab product it gets moved around and things happen. Please stop thinking a company is going to take a $100 loss every time some product gets moved throughout the day. OR just order everything online and stop wasting peoples time in store.

Meldon R
#125397

I'm sure Best Buy made all their money by printing one price on their price tags and then jacking it up at the register. :x

Everett
#116101

I work for Best Buy. In this case, it does sound like a simple human error or even a customer picked up the case and wasn't looking where it was put back.

(Happens quite often, resetting/recovery for the store each night is always a task) Most states have a law requiring that if a listed item is under a price tag, then the store must honor that price. The loophole is that the item model number, store SKU and manufacturer are listed on the stickers with the price. Therefore, even if misplaced, the price on the tag only applies to the item with matching information.

Every customer situation is different based on circumstances. In your case, it truly does sound like a simple mistake.

Anonymous
#113394

The retailer has the right to get the correct price for an item they sell. Incorect prices on the shelf are most commonly human error but can also be a case of a dishonest employee trying to give a buddy a deal. I am quite willing to bet that if the price on the shelf was $149 and you got to the register and it came up at $100 you wouldn't be demanding they charge you $149...it works both ways.

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Review
#170345 Review #170345 is a subjective opinion of poster.
Service
Best Buy Manager