Best Buy
Reviews and Complaints

1. 3/26/22 Air fryer returned as per instructions and packaging from Best Buy

2. 8/10/22 Inquiry : spoke with Tawana who indicated receipt of airfryer and issuance of $50.00 to an e mail address. This was never received. Tawana was to refer the matter to a specialist.

3. 8/26/22 Inquiry : Inquiry: Spoke with Janisha who indicated that corporate gift cards are usually issued but would check with a specialist.

4. 1/20/23 Inquiry: Spoke with Roxanne who could not find the claim number but eventually did. She noticed that the refund had gone to the wrong e-mail address and sent it to the "resolution team." This was the last I heard from Best Buy.

I may add that several of their own employees at the local Best Buy store have not as yet received the refund.

Best Buy claim number is #ZGUGQ1651021232703

April 25, 2023

Mr. Paul Durbin

District Manager

Best Buy

Columbus, Ohio Metropolitan Area

Dear Mr. Durbin:

We are Thomas and Nadine Lewis and we have been Best Buy Customers for more than two decades. We purchased a GE refrigerator from your Polaris Store just 3 months ago using my Best Buy card (last 4 numbers 2052) Unfortunately, it had to be promptly returned. Let me start at the beginning.

On February 12, 2023., we purchased the GE Refrigerator Since we are long-time Best Buy consumers, we had already purchased the Totaltech membership. And we have had nothing but trouble with your product.

First, your salesman, Nathan was seemingly knowledgeable when he came into our home and supposedly measured the space for our refrigerator. Well, apparently his knowledge and expertise were bogus because this “so-called” professional did not even know how to measure refrigerator space and had a refrigerator delivered that was several inches too tall and too wide for the space he purported to measure.

We went back to the store where we purchased it (about 25-30 miles from our home), and spoke to another salesperson named Julie who was very helpful. She told us that the only refrigerator she had that would fit our space was a Whirlpool, so she had the Whirlpool (order # [protected], Model Number WRS321SDHZ08 and Serial Number HRB4598283), delivered to our home.

We immediately had to have someone come and look at it because every time we opened the door, the entire refrigerator rolled out of its space and onto the floor. The so-called repairmen simply said, “Didn’t they tell you that whirlpool wheels are not stable and roll out like that?” They did absolutely nothing and left. I had to put blocks of wood underneath it myself to keep it from rolling out of its space every time we opened the door.

Then the latest issue in this comedy of errors occurred just this past week when the icemaker stopped making ice and the refrigerator started going off and on like there is a short in it somewhere. After trying to call your repair folks and being switched around from person to person and Geek Squad and whoever else, we again took the 25-30 drive to the store, where we were told to go to the Geek Squad, then to appliances, then back to the Geek Squad, then told to go home and get a serial number from the refrigerator and bring it back. This was all insane and we are done.

So Mr. Durbin, rather than continue this fiasco, we would like you to have the refrigerator picked up and removed from our home and please refund all charges to my Best Buy card.

Sincerely

Thomas and Nadine Lewis

1499 Millerdale Rd.

Columbus, Ohio 43209

[protected]

Their customer service SUCKS! Totally staffed by people with bad grammar. I was told that the store "isn't accepting phone calls." If they have an email address I couldn't find it. The number they give out is for the sales department trying to sell you a tech to come out to your home. They were operating out of manuals. They didn't know any more than I did. I tried contacting the company that made my defective product and they didn't return two messages in four days. If I can find an item someplace else that is where I'll be giving my business.

On April 16th (Sunday), 2023, went to the best buy outlet and purchased an open box refrigerator. It took my wife and I the better part of 4 hours over the weekend to be able to find a refrigerator that fit our budget in conditions that were acceptable. We have 2 young children with us, we have recently moved to a new home that has no refrigerator, and both my wife and I work full time jobs.

The refrigerator was not secured properly in transit on April 24th (Monday), and was heavily damaged on the way. The delivery team had to take it back with them, and now we are being told that not only are we looking at a 2 to 7 day wait to get another delivery, but that we need to go back to the outlet and pick out a new refrigerator.

As mentioned previously, both my wife and I work full time jobs, so we can't just go on the weekdays, meaning that we have to wait until the weekend to find a new refrigerator, so now we're looking at 7 to 12 days before a delivery happens. What's more, there is no guarantee that we'll be able to find a similar refrigerator at that price range.

Instead of offering to find a matching model, best buy is offering no restitution and putting all of the burden on us for mistakes on their part. We now have a family of 4 in a new home and no refrigerator to store our food, freezers for the baby's meals, etc, not to mention we'll have to spend many more hours searching for a new refrigerator in lieu of unpacking and organizing our home.

Purchased Samsung NX60A6511SW range [protected]) and was told I needed the gas kit for installation. Gas kit has a 5/8" connection and my supply line is 3/8". There was no adapter included. Called Best Buy tech support to see if a 3/8" adapter would work on this particular range if I purchased one. Got transferred to "Samsung" with a male who could barely speak English. Had to repeat the question several times and kept being told to hold for one moment for almost 15 minutes. He told me to give him the model number as shown under the dials, inside the oven. Incorrect! After almost turning the range upside down looking for it, I finally found the information, own my own, inside the bottom drawer. He finally texted me a link to the Installation Manual (which was delivered with the range) and the text was so small it was impossible to read. Never did get an answer. Geek Squad so called service was a total waste of time and I have a $39.99 plus tax kit that I cannot use. Have now purchased the item I need from Lowes.

On Wednesday, April 19th at 1:30 I called customer service. I was looking to purchase a mini fridge online but the website wouldn't allow me to purchase the Mini fridge because my credit card was, according to your site, "close to expiring". However, my credit card is in fact not expired. I had been making purchases with that card all month, including an hour prior for my lunch. So I decided to call customer service to see if I could either purchase it through them or if they could try and set the cooler aside since I have the funds to pay for it, your website just wouldn't allow me to go through with the transaction and there was limited stock of the mini fridge. The original person who answered didn't know if she was able to do that as an option, so she transferred me to her manager. From there, I explained the situation to him about not being able to purchase the mini fridge. His response was because my credit card was already expired and that I would be unable to use my card. I then explained to him how it's not expired, rather close to expiration, and I was using my card just moments before trying to purchase the mini fridge. For the next 5 minutes, he goes on trying to tell me that "it's absolutely impossible for me to do anything that I've been claiming considering my cards expired and that I had to of been using another card".

I told him that would be impossible, considering I don't have another card to use. I then asked him if it was possible to try and purchasing it anyways. He said "No I won't because it's expired and I know it will be impossible to work".

So I asked "So you're telling me it's impossible for BEST BUY to accept my credit card, but every other company accepts it. He then proceeded to say "I don't believe you were able to use your card other places and it's impossible to try because it's expired."

So I said thank you for assisting me on not purchasing the cooler through Best Buy and I hung up.

After cooling off during the course of work, I realized that Mini fridge was too good of a deal to pass up on despite the WORST customer service I've received in years (from a manager?!?!?). I decided to rush in after work and test this "impossible" task for myself. I was greeted with amazing customer service at the Brookfield location, assisted me with my purchase, and was able to use my credit card with NO ISSUES. I just really hope this update gets back to this manager, just so he can see Isn't that crazy I was able to do the "impossible"? Hopefully he learns to try and actually assist future customers instead of trying to turn them away from your business.

My customer service receipt PIN for reference is [protected]

On January 14, 2023 I purchased:
IR/RF color universal remote
Universal MRF 350 repeaters
Vizio 65in TV
Denon receiver
From your Pembroke Pines Magnolia Dept.

The remote must be programmed by a Magnolia tech. Three times a tech from Geek Squad was sent out - just to tell me that they can’t program this remote. Magnolia came out on April 7th.
They programmed the remote, but the MRF 350
Repeaters was defective. They said I could still watch TV without that until a new one was received.
My Tv still does not work….. I get notices:
No signal HDMI-1
Speaker protection mode on
If I do mange to get a show on, the whole system shuts down within a few minutes.

If all of this cannot be corrected, I would like to return the whole system. I cannot get a Magnolia manager on the phone, just my designer Jose Encarnacion; who while very nice doesn’t seems to be able to get me any help.

I ordered a Refridgerator, Dish Washer, Microwave and Gas Range. Order Number [protected]. My refridge had to be returned due to damage inside and outside. I took off of work on April 12th to wait for my Microwave Dishwasher and Gas range to be delivered and installed everything except Gas Range was delivered and installed. They for got my Gas Range. I waited home again Saturday April 15 and Gas Range was delivered but no one was sent to disconnect my old one to haul away and connect my new one which I paid for these services when purchased. The Geek Squad Service Techs could not help and I was put on hold several times with nothing being solved at end of conversations.

I will never purchase appliances from Best Buys again. This was mine and my wifes first time purchasing all new appliances and we were excited. Best Buys made this a very unpleasent experience.

Tom D'Amico Email - [protected]@gmail.com

I called for assistance connecting Google mesh. I was transferred to geek squad. He was rude to me for starters. He must have been upset I disturbed his nap time. Would not help to connect system, held me hostage, charging x amount to connect a system that I purchased from Fayetteville NC best buy. I called there. The manager, I am assuming, claimed he was not familiar with product, would not help me. He wanted to transfer me back to geek squad. I had such a bad experience, I refused. Is this how you treat your customers. I will spread the word. I will never purchase anything from best buy again.

Purchased this TV for my mother for Christmas. She was out of state caring for her dying sister. When she returned in January she was surprised but only to discover it had problems with op system. Geek Squad came out and said all was good. Since then it has been nothing but problems for us. She's taken photos of the screen with every problem. So I thought maybe it's our wifi ad COX came out gave a new router and now we still have so many problems. I did some research and discovered that Best Buy sold an out of date tv without informing me. This tv needed an update as of December 2022. I called today and scheduled for them to come out, which they are, and hopefully it can be updated and fixed otherwise these going to be a problematic issues that will continue to a part of this purchase. I have a 5 year warranty and if they have to come out every month, so be it. But I did find this on their site...

"Can I return a faulty item after 6 months?

After six months, you'll need to prove why you didn't realize the item was damaged or that the problem isn't just wear and tear. Hopefully they will give an exchange. Just not right to sell the consumer a bad or old product without addressing the issue. There are just too many photos to share.

We ordered an appliance on-line. The site stated that it was in inventory. We paid the invoice. Best Buy called to schedule delivery and installation.

The day of serivce they called to cancel because the appliance was not in stock. This same crap happen not once but EIGHT different times over 2 1/2 months! We canceled the order and requested a refund. We sent an email to 4 different people in their corporate PR department and heard absolutely nothing.

Once we got our refund we canced all accounts assoicated with this garbage company.

Hi Team,

I had order: BBY01-[protected] which had $350 worth of e-gift card. But unfortunately I missed email and didn't verify the e-gift through email. Hence I approached BestBuy customer care and they were saying that they can't able to do anything since it was 60 days old.

After delivering the order, with in 2 months of period I was trying to use e-gift card but that was expired.

Please find the attached order details, kindly look into this issue and help!

Thanks,

Prakash

I bought a washer & Dryer set (LG) from Best Buy. The washer was a floor model. When it was delivered, it leaked a lot. The driver took it back. That was 2/25/23.

I've been trying to get the dryer picked up (I wanted the set) for two weeks and get my account credited. I told them that I can be home at 3:30.Two different managers have guaranteed me that it will be there after 3:30. They lied.

Every time I call, I get the exact same script, word for word, from the person answering the phone. I left work early twice to meet them, but they came early, as they know that nobody will be at my house. I even got text messages at 6:30 AM to tell me that they will be there between 7:00 - 11:00. That happened today, 4/3/23. It also happened on 3/30/23.

I called that morning to let them know that I will not be there then, but they do not care about customers if they already have their money.

Totally frustrated by BB's archaic phone system. Can't sign into my account because I NEVER receive either text or email message after 1 hour. NO EXCUSE FOR THIS. Wondering why your sales are dropping off?

Tried to renew my Totaltech account, but couldn't do it on-line.

Tried to call to speak to a manager (locally and nationally) but couldn't get through to someone.

This EXTREMELY POOR CUSTOMER SERICE ONLY FORTELLS THE DEMISE OF BEST BUY.

BB is much better than what I'm experiencing. I expect to hear back and not just the party-line BS. Thank you for your kindness.

In November 2022 I purchase 3 Samsung Galaxy S21 FE 5G smart phones At a Best Buy Mobility Store

Service was great and the sales person recommended I switch from Bell Mobility to Virgin Plus, after reviewing my plans. I was hesitate, but the sales person persuaded me to do it. All is well, but now that I can travel again, I find out that Virgin Plus does NOT have a travel plan. It is $13/day for each phone for US travel. Our holiday for 3 People for 3 weeks thus costing me $819 CDN! compared to $40Cdn per phone for Bell Mobility. I contacted Virgin Plus 2 X and I was quickly reminded that the amount of time left on my contract and the cost to cut the contract. Any savings the sales person recommended, is being eaten up and more so by the Virgin Plus non travel plan. 3 holidays per year in the US and perhaps a winter break will cost me around $3,000. That is unacceptable. Sales personnel should NOT be recommending such a plan, unless making the customer aware of this short fall. I am very disappointed, and once I can get out of this plan, I will be going back to Bell and purchasing my phone from them.

I purchased TV on 03-21-23 set delivery for 03-25-23.

Delivery was canceled. I vent to store spoke to manager. Due to snow storm all delivery at Kenosha have been cancel. I know what is snow storm but that day we just got some snow! Useless third party needs to be fired!

Now new appointment has been rescheduled for 03-28-23 from 7am to 11am.

Now what I must take a day off! Give me a break! This is not acceptable!

BB tell me what you will do about this!

I placed an order for an Insta360 X3 via bestbuy.com, but despite FedEx marking it as delivered, I never actually received the product. After reaching out to customer service, I was informed that they had conducted an investigation and found no evidence of fault on their end, therefore refusing to issue a replacement or refund. Despite requesting proof of delivery, I have yet to receive a response. Losing $500 in this manner is simply unacceptable, and I am extremely disappointed with both the poor experience and lackluster customer service I have received.