Best Buy
Reviews and Complaints

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 communication. My nightmare continued when i tried to get help on the phone with each agent interested in telling what they can not do after holding on for an hour. At the end after almost two waited hours i did not return my item for credit. I am a so-called ELITE card member. In short, I will close my Elite membership and stop shopping at Best Buy. Needless to say I will share my terrible experience with friends and family. I refused to spend my money at a place insensitive to customer experience period.
Ex-Elite,
Sandra
12/28/19.

I received a gift from a elderly family member. Did not save receipts bought it, I don't know when it was a gift. He says he paid cash. I got on a chat with one of your team members and he assured me after I made very clear I Do NOT have receipt and I was going to have to take off time to come in. He assured me they would exchange. Got there and No they wouldn't. I was on the phone with your customer service and they said they could t so anything.

Absolutely the worst customer service ever.

Poor poor business.

My name is Valerie Punelli [protected]@gmail.com

In short (as I have spent way too much time):

Best Buy seems to have stacked the deck in their policies to maximize purchases and then mislead and not help.

I purchased a soundbar online BECAUSE it was guaranteed before Christmas. Best Buy says you can cancel within 30 minutes only. That is ok because it was guaranteed before Christmas. Hours later I received an email saying it may not arrive until January. I immediately made attempts to cancel my order and found it to be totally frustrating. I spoke to "Christine" from the Philippines (where I was sent when I called). Though she claimed to have authority to cancel the order she would not because she claimed it would get there before Christmas. He general unhelpfulness left me unconvinced. So all of the responsibility is put in my lap to return the items when it arrives, wait and track its removal from my credit card, all of this AFTER they misled me about their guaranteed delivery date.

b.[protected]@neu.edu

They delivered the wrong TV, so I asked for a correct one. Then, I called to request cancellation of the replacement because I want to go to the store and choose one myself. Not only they said that past half an hour they could not cancel the item, but when I asked to talk to a Supervisor, they hung up on me.
I called three more times and first the call got lost, the second time, the guy hung up on me.
Then a woman with a Chinese accent put me on hold for the manager who never came and hung up on me after 30 minutes.
The Customer Service BestBuys has is the worst. Please keep in mind when trying to buy from Best Buys.
BEST BUYS SUCKS BIG!

I found a galaxy s10, 5g, 125gb, montly payments of $33.99 carefuly checked my entry, clicked purchase, cc, shiping address, placed order, in a second I saw something was not correct.
My order show galaxy 10, 525 gb with payment of $55.99? Immediately I called customer service to cancel, person I spoke with confirmed it was done, she said, you will receive email with in 48 hours?
Receive I did - your order is confirmed, you have to sign up on arrival?
My cc was chrged $78 for tax, I have phone I do not want, not what I thought I was ordering.

After one disappointment after another from Best Buy, here's our review. As you read this, bear in mind we've been purchasing from Best Buy for personal and business for over 20 years. Never really impressed, but now after several consecutive run-ins, after spending thousands of dollars on computers, laptops, 4K 80 inch tv(s), 60 inch tv (s), and the latest $3800 Samsung washer and dryer it is time to get the word out! They just don't care anymore and lack common customer service. From the in-store employees who don't care, to the supervisors who have zero authority, to the lack of ability to correct and/or resolve an issue due to a failure on Best Buy's behalf, and then the third-party installers who lack skills, and or concern to complete services. The web site is a joke, the options you need to complete installation accurately, and completely are not available. My situation is that the installer said we need a 6 ft washer hose, and Best Buy only sells 4 ft washer hose kits, and so therefore they just can't install the new washer and dryer -- AND so they left! HMMM, nobody at Best Budy from the store, to customer service was able to do the right thing. After all I had a window for installation arrival between noon and 6 pm, it was now only 4:00 at the time of conflict, and yet nobody was available to complete this installation. By the way, the installer didn't even bring the washer in, and/or open the box to see where the water hose would connect - SO HOW DID HE KNOW a 4 FT wouldn't work - when I have a 4 FT with my current system, and my water is plumbed right next to the washer - My husband and I, our businesses, we just won't spend our money with a company that doesn't have quality control measures in place, lacks accountability, and doesn't provide supervisors, and stores with the authority to correct mistakes. Goodbye BEST BUY

I placed an online order for a few items yesterday (29 November 2019). I did not get the email confirming delivery. I happened to go into a Best Buy store near Yonge and Eglinton and queried the order. After looking for the order for a long time, the lady (Orit) became rather rude based on some Best Buy-Market Place link that I did not understand as I ordered from Best Buy. Best Buy, please educate your staff. At this point I have no idea if I can expect my online order to be delivered.

Bought a refurbished ipad 6 off the Bestbuy marketplace, received it with a cracked screen and sent it back. Seller claims i sent an item back they did not send me (saying i sent back an ipad 4, not the 6 they sent me). This is incorrect, i sent back the exact item they sent me and the next day. Not checking serial numbers to confirm it was a 6 they sent me...i assumed either they sent it with a crack or it got damaged in transit. I even offered to take a credit to get it fixed here, not knowing it was not even the generation 6 i purchased.. Marketplace investigated with zero actual communication with ME. I have proof the seller is being sketchy as i found they were still selling the ipad 6 i purchased, with the same web ID more than a 2 weeks after i purchased it/a week after i sent it back. Plus they had an ad up selling an ipad 4 with the EXACT model number as the one they claimed i sent back to them. According to customer service, the Marketplace team asked the seller to provide proof of their claim but has not contacted me to provide proof of my innocence. Purchase date was oct 22, arrival was oct 29 and i sent it back oct 30. Today i called customer service (who can see the conversations between the seller, marketplace team and I but cannot help me otherwise) states the seller has sent the ipad 4 back to me. marketplace has not contacted me and no refund given. The marketplace states they contact people within 5-7 business days so they have 4 more hours (MT time) until that deadline. I have been in contact with a fraud detective at a local police department, have contacted my CC company and made a complaint to the better business bureau. The charge was $430. Attached are photos of the ipad 6 i purchased with web code, the additional ad that was still up weeks later with same web code, the specs of of both ipads according to the serial numbers to compare model numbers. Every time i confronted the seller about my findings they took down the ads with no explanation . They also initially responded that i sent an ipad 2 back and retracted saying "they look the same" when i mentioned the serial number they gave me belongs to an ipad 4...but They refused to admit they may have accidentally sent me the ipad 4 and not 6 since they also "look the same".

I ordered I phone 6, , , 64 gb where I was given an invoice of 120$ which I paid
The lady promised me that the phone will be delivered door step later she told me that my phone is held up on Mexico for vat and am suppose to pay 100$ which I paid later .
To my surprise the phone was not delivered she told me that am suppose to pay 150$ dollar for custom clearance which I believe is too high for a second hand phone kindly intervene
The lady uses that number
[protected]

CEO Corie Barry / Steve Waligoski BEWARE of BEST BUY !

Steve Waligoski Senior Executive & This Is The Description after Steve Waligoski's Revision, Please LOOK >>> Specialist...
What's Included
AC power cord
Brother HL-L2370DW Wireless Black-and-White Printer
DR-730 drum
Installation CD-ROM
Quick setup guide
Starter toner cartridge (approx. 700 pages)
In Conclusion, I Submitted a BBB Complaint On This Matter and Shortly Afterward Was Contacted By Steve Waligoski A Senior Specialist at Best Buy Corporate, He Said He Was Sorry For My Inconvienance and would send me the 12, 000 page Drum/cartridge That The Description Stated, and Revise The Description On The Printer and Remove The 12, 000 page Discrepancy, He Left Me His Number And Said Call Him If There Was Any Problem ! (I didnt realize he was setting me up) ! I Took Him At His Word and Told Him I Did'nt expect The Call or That Best Buy Would Be This Honorable Especially After Dealing With The Store Manager LEES RAYES at My Local Best Buy ! Feeling Confident That The Matter Was resolved To My Satisfaction, I Closed The BBB Complaint. But This Was A BIG MISTAKE ! I Soon Received The New Drum, However The 12, 000 page Toner WAS NOT INCLUDED ! (This was Of My Initial Concern In the first place when I asked the Chat associate If The Printer Contained This 12, 000 page Cartridge or not ?) So I Called and Left A Message For Steve As He Told Me To Do If I Had A Problem ! And Told Him That I Received The Drum But NO TONER ? The Next Day He Called Me Back, He told Me That It Does Not Include The 12, 000 Page Toner That Was In The Initial Description ! So I Referd Him Back To The Initial Inquiry i Made In The Very Beginning, Talking To The Best Buy Chat Rep, Online... That This Was Specifically About That 12, 000 Page Toner The Whole Time !, Steve Said That The 12, 000 Page Toner Is Not Included Once More, I Said Its In The Online Description ! He Said NO ITS NOT ! I Told Him Ill Go Online and take A Pic and Send It Right Now ! (By This Time I Was On Best Buys Website At The Printer I Ordered And Looking At The Description ) LOL IT WAS GONE ! He Revised The Whats Included On The Printer, and REMOVED The 12, 000 Refrence From The Description ! Still On The Phone With Steve I Said ITS GONE ! You Removed It ! He Said It Does not say its included under The Description ! Of Course Not You Edited it Out ! Does This Sound Like Ethical Business Behavior ? But What Steve Did not Realize Is That I Took A Picture Of the Description Prior to Him Editing It Out that Showed The Original 12, 000 included Drum in the Original Description For Trish Walker, Best Buys Complaint Dept... This Whole Process Of My Experience With Best Buy Can Be Validated By Dates Of The Material I Have Included Above... In Summation, I Was Trying To Be As Honorable As Possible Initally Contacting Best Buys Chat Before Purchasing This Laser Printer, I Even Told the Chat Rep That This May Be A Typo ( Not Wanting to Waste My Time To Buy It and Have Issues Returning Etc If It Did Not Come With Both Cartridges ) He Guarenteed Me I Would Receive It As It is Stated In The Online Description after He Looked Up The description Himself, and even Posted The Description To The Chat session ! as you can see as part of The Transcript Of Our Conversation Here, ! Upon Initially Ordering This Printer Online, I Was Confident That Best Buy Would Honor The Item Description Just as Their Own Employee was ! But I Now Feel I was First Baited and Afterward Manipulated By Their Senior specialist Steve Waigoskis at There Corporate Office ! This Falls Upon Their Ethical Credibility and Disregard For their Consumers, Reducing Their Consumers Beliefs Towards Best Buy as Dishonorable, Disreputable, Impracticle, and Thereby Substandard In The Retail Market ! This Type Of Disconcern For Their Patrons Is Inappropriate To say The Least, I Can Actually Call Them Thieves and Liars With The Proof To Substantiate My Claims !
Very Upset !
Inbox
x

wendyscowboy
Sun, Oct 13, 8:10 PM (5 days ago)
I Have A 900 Page Printing Job I Needed To Do and Was Shopping Laser jet Printers, I Found One On Your Online Site @ Bestbuy.com and Read The Description That S
2

wendyscowboy
9:44 AM (3 hours ago)
One More Thing Steve, Say Hello To Corie For Me, Would You Please, Does She Know She's Now The CEO Of A Den Of Thieves ?

Waligoski, Steven
11:13 AM (2 hours ago)

to me

Hello Mr. Cone,

Thank you for your email below. I'm following up on our telephone conversation earlier and as I outlined in our phone conversation, please send me pictures of the Brother printer box and owner's manual along with the picture of the DR-730 Drum box and owner's manual stating either one or both states they come with 2-inck cartridges.

In your BBB (complaint #[protected]), you stated our website for the Brother printer mentioned it included these items:

Customer's Statement of the Problem:
wendyscowboy 8:10 PM (1 hour ago) to trish.walker, me I Have A 900 Page Printing Job I Needed To Do and Was Shopping Laser jet Printers, I Found One On Your Online Site @ Bestbuy.com and Read The Description That Said Whats Included, I Copied It Here >>> What's Included "Brother HL-L2370DW Wireless Black-and-White Printer -- Starter toner cartridge (approx. 700 pages)-- DR-730 drum (approx. 12, 000 pages) -- Quick setup guide Installation CD-ROM AC power cord"

The website for the Brother printer on our website states the following on "What's Included"

AC power cord Brother HL-L2370DW Wireless Black-and-White Printer

DR-730 drum Installation

CD-ROM Quick setup guide

Starter toner cartridge (approx. 700 pages)

I've included the website hyperlink for reference:

https://www.bestbuy.com/site/brother-hl-l2370dw-wireless-black-and-white-printer-gray/6130042.p?skuId=6130042

As a customer service gesture, we sent you via our website the Brother DR-730 Drum (SKU# 6178657), received on 10/17/2019 per UPS tracking #: 1ZA651X00336686952

In your voice mail today, you stated receiving the item; however, were looking for an additional ink cartridge with the unit. The DR-730 Drum from our website states the following is included:

"What's Included"

Brother DR-730 Drum Unit

https://www.bestbuy.com/site/brother-dr-730-drum-unit-black/6178657.p?skuId=6178657

In addition, listed on our website are the Terms & Conditions (T&C) on our website that customers agree to when purchasing from us and states the following:

By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms and conditions ("Terms"). You also accept the Terms when you create an account, make a purchase as a guest, or log in to any Best Buy Property.

And "Information on Our Site" it states the following:

We do not warrant that product descriptions or other content is accurate, complete, or error free.

We have provided the T&C's from our website for reference:

https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat204400050067

Based on our investigation, review of your BBB complaint and our website for both the Brother printer and Brother Drum, we would be unable to accommodate your request for an additional ink cartridge or toner.

If you wish to revisit this issue so we may review, please send me pictures of the following:

Brother printer box (stating 2-ink cartridges included on box)

Owners' manual for the Brother printer (saying what is included)

Brother DR-730 Drum (outside of box if it lists ink cartridge or ink toner included in box)

Owner's manual for the Brother DR-730 Drum (saying what is included)

Respectfully,

Steven Waligoski

Senior Executive Resolution Specialist

Best Buy Corporate Campus

(612) 292-0142 (Direct)

(952) 430-5176 (Fax)

Steven.waligoski@bestbuy.com

cid:image006.jpg@01D449C0.DB845BA0 cid:image001.png@01D1AF6E.4A93F950

From: wendyscowboy [mailto: *******[protected]@gmail.com]
Sent: Friday, October 18, 2019 11:44 AM
To: Waligoski, Steven ; [protected]@gmail.com
Subject: [CAUTION! EXTERNAL] Fwd: Very Upset !

One More Thing Steve, Say Hello To Corie For Me, Would You Please, Does She Know She's Now The CEO Of A Den Of Thieves ?

---------- Forwarded message ---------
From: wendyscowboy
Date: Fri, Oct 18, 2019 at 9:38 AM
Subject: Fwd: Very Upset !
To:, Don Cone

WARNING ! BEST BUY ARE THIEVES ! HERE' S PROOF ! They Corrected The error on the product description on the website after my complaint by removing the Description Of The (12, 000) page Drum That Said it was Included and Claimed it was never there ! Here's a Picture of the description I Took To show Their Chat Rep Stephen Roberts Before Hand, It Show's The Drum With The (12, 000) Page ) YOUR THIEVES ! Dont Worry Steve, Ill Spell Your Name Correctly When I File My Complaints, Your Best Buys Senior Corporate THIEF !

---------- Forwarded message ---------
From: Waligoski, Steven
Date: Fri, Oct 18, 2019 at 11:13 AM
Subject: RE: [CAUTION! EXTERNAL] Fwd: Very Upset !
To: wendyscowboy

Hello Mr. Cone,

Thank you for your email below. I'm following up on our telephone conversation earlier and as I outlined in our phone conversation, please send me pictures of the Brother printer box and owner's manual along with the picture of the DR-730 Drum box and owner's manual stating either one or both states they come with 2-inck cartridges.

In your BBB (complaint #[protected]), you stated our website for the Brother printer mentioned it included these items:

Customer's Statement of the Problem:
wendyscowboy 8:10 PM (1 hour ago) to trish.walker, me I Have A 900 Page Printing Job I Needed To Do and Was Shopping Laser jet Printers, I Found One On Your Online Site @ Bestbuy.com and Read The Description That Said Whats Included, I Copied It Here >>> What's Included "Brother HL-L2370DW Wireless Black-and-White Printer -- Starter toner cartridge (approx. 700 pages)-- DR-730 drum (approx. 12, 000 pages) -- Quick setup guide Installation CD-ROM AC power cord"

The website for the Brother printer on our website states the following on "What's Included"

AC power cord Brother HL-L2370DW Wireless Black-and-White Printer

DR-730 drum Installation

CD-ROM Quick setup guide

Starter toner cartridge (approx. 700 pages)

I've included the website hyperlink for reference:

https://www.bestbuy.com/site/brother-hl-l2370dw-wireless-black-and-white-printer-gray/6130042.p?skuId=6130042

As a customer service gesture, we sent you via our website the Brother DR-730 Drum (SKU# 6178657), received on 10/17/2019 per UPS tracking #: 1ZA651X00336686952

In your voice mail today, you stated receiving the item; however, were looking for an additional ink cartridge with the unit. The DR-730 Drum from our website states the following is included:

"What's Included"

Brother DR-730 Drum Unit

https://www.bestbuy.com/site/brother-dr-730-drum-unit-black/6178657.p?skuId=6178657

In addition, listed on our website are the Terms & Conditions (T&C) on our website that customers agree to when purchasing from us and states the following:

By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms and conditions ("Terms"). You also accept the Terms when you create an account, make a purchase as a guest, or log in to any Best Buy Property.

And "Information on Our Site" it states the following:

We do not warrant that product descriptions or other content is accurate, complete, or error free.

We have provided the T&C's from our website for reference:

https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat204400050067

Based on our investigation, review of your BBB complaint and our website for both the Brother printer and Brother Drum, we would be unable to accommodate your request for an additional ink cartridge or toner.

If you wish to revisit this issue so we may review, please send me pictures of the following:

Brother printer box (stating 2-ink cartridges included on box)

Owners' manual for the Brother printer (saying what is included)

Brother DR-730 Drum (outside of box if it lists ink cartridge or ink toner included in box)

Owner's manual for the Brother DR-730 Drum (saying what is included)

Respectfully,

Steven Waligoski

Senior Executive Resolution Specialist

Best Buy Corporate Campus

(612) 292-0142 (Direct)

(952) 430-5176 (Fax)

Steven.waligoski@bestbuy.com

cid:image006.jpg@01D449C0.DB845BA0 cid:image001.png@01D1AF6E.4A93F950

From: wendyscowboy [mailto:wendyscowboy@gmail.com]
Sent: Friday, October 18, 2019 11:44 AM
To: Waligoski, Steven ; [protected]@gmail.com
Subject: [CAUTION! EXTERNAL] Fwd: Very Upset !

One More Thing Steve, Say Hello To Corie For Me, Would You Please, Does She Know She's Now The CEO Of A Den Of Thieves ?

---------- Forwarded message ---------
From: wendyscowboy
Date: Fri, Oct 18, 2019 at 9:38 AM
Subject: Fwd: Very Upset !
To:, Don Cone

WARNING ! BEST BUY ARE THIEVES ! HERE' S PROOF ! They Corrected The error on the product description on the website after my complaint by removing the Description Of The (12, 000) page Drum That Said it was Included and Claimed it was never there ! Here's a Picture of the description I Took To show Their Chat Rep Stephen Roberts Before Hand, It Show's The Drum With The (12, 000) Page ) YOUR THIEVES ! Dont Worry Steve, Ill Spell Your Name Correctly When I File My Complaints, Your Best Buys Senior Corporate THIEF !

_________________________________________________

---------- Forwarded message ---------
From: wendyscowboy
Date: Sun, Oct 13, 2019 at 8:24 PM
Subject: Re: Very Upset !
To:, Don Cone

Also, Your Apple Valley Calif Mgr Lees Rayes Is A Discredit To Any Legitimate Company !

On Sun, Oct 13, 2019 at 8:10 PM wendyscowboy wrote:

I Have A 900 Page Printing Job I Needed To Do and Was Shopping Laser jet Printers, I Found One On Your Online Site @ Bestbuy.com and Read The Description That Said Whats Included, I Copied It Here >>>

What's Included
Brother HL-L2370DW Wireless Black-and-White Printer
Starter toner cartridge (approx. 700 pages)
DR-730 drum (approx. 12, 000 pages)
Quick setup guide
Installation CD-ROM
AC power cord
As You Can Read For Yourself, So Since It Stated It Includes A 700 page as Well As A 12, 000 Page Toner/Cartridge /Drum/ I Assumed It Could Be A Typo ! So I Contacted The Chat Dept. to Verify This, I Told Your Chat Rep My Situation What The Description Said and It Could Be A Typo, So Before I Order I Want To Be Sure That I Would Receive Both Cartridges, He Assured Me That Best Buy Was Honorable as I Was Trying To Be and That If I Didn't Receive Both Cartridges in The Box Best Buy Would Definatly Send Me One at No Charge ! I Received the printer and Only 1 Cartridge In The Box, I Contacted The Chat Again and They Said To Take it up with my Local Best Buy, So I Contacted Our Local Best Buy Here In Apple Valley Calif and Talked To The Store MGR Lees Rayes Who Was Rude Disrespectful and Is A Liar ! He Said He Had The Item Description right in front of him and it said it only comes with one 700 page cartridge ! I Told Him Thats Not what it states in the description and He said it did ! I Included Above what it states in the description PLEASE READ IT ! It Does Not State it to Include Only One Cartridge Anywhere ! Furthermore why would it state a 12, 000 page at all for that matter if not included, under whats included ! So This Has Become A Hugh Waste Of My Time And Situation That Has Set A Rise In My Blood Pressure ! Now I'm UPSET ! Please Don't Blame Your First Chat Rep For Assuring Me That Best Buy Would Honor The Second Cartridge if Not Included, He was just Convinced In His Company's Responsible Ethical Standards, He Obviously has not met My Local Store MGR LEES, I Was Honorable And Before Purchasing Questioned The 700 page and 12, 000 page cartridges that it states are included ! So Now I Must Go Buy Another Cartridge, So I Can Finish My Job as well as dealing With This BS ! Im Very Disappointed In Best Buy At This Point, And now must consider Doing Business With You in the future ! here is a copy of the first transcript >>> Please Let Me Know Your Intentions Regarding This Matter ! I'm A Very Disappointed Customer At This Point !

Hello, Visitor-[protected]-18678,

Your requested Best Buy chat transcript is below. We appreciate your visit to BestBuy.com today and look forward to seeing you again soon.

General Information

Chat Start Time

Chat End Time

Chat Duration

Operator

Interaction ID

Oct 09, 2019 03:24:34 GMT

Oct 09, 2019 03:34:10 GMT

00:09:35

Stephen Roberts

INT-va1appis16-[protected]

Stephen Roberts (03:24:38 GMT) : Thank you for choosing Best Buy, my name is Stephen Roberts. How may I assist you today?
Stephen Roberts (03:24:46 GMT) : Nice to have you on this chat, Don.
Visitor (03:24:47 GMT) : hi
Visitor (03:25:19 GMT) : Im Interested in your laser jet printer hl2370dw
Stephen Roberts (03:25:55 GMT) : Great! How can I make things easier for you?
Visitor (03:26:12 GMT) : It say it comes with a toner cartridge and drum is this correct ?
Visitor (03:26:24 GMT) : Brother HL-L2370DW Wireless Black-and-White Printer Starter toner cartridge (approx. XXX pages) DR-XXX drum (approx. 12, XXX pages) Quick setup guide Installation CD-ROM AC power cord
Stephen Roberts (03:27:05 GMT) : Let me check and help you with the product specification right away.
Visitor (03:27:15 GMT) : I Want To Purchase And I Want to Be Sure The Drum Is Included
Visitor (03:28:05 GMT) : If I Buy And Its Not In There When Your Descrition Claims It Is I Want To Be sent One ?
Stephen Roberts (03:28:21 GMT) : I see the product come with Brother HL-L2370DW Wireless Black-and-White PrinterStarter toner cartridge (approx. XXX pages)DR-XXX drum (approx. 12, XXX pages)Quick setup guideInstallation CD-ROMAC power cord
Visitor (03:28:43 GMT) : If I Buy And Its Not In There When Your Descrition Claims It Is I Want To Be sent One ?
Visitor (03:28:55 GMT) : Can You Assure Me
Stephen Roberts (03:29:47 GMT) : Yes sure, if in case the promised product is not delivered to you, you can contact us and we will help you with the replacement.
Stephen Roberts (03:30:12 GMT) : BestBuy is all about customer satisfaction and we keep our promise.
Visitor (03:30:17 GMT) : not what im asking you
Visitor (03:30:42 GMT) : If the drum is not included will i be sent one at no charge
Stephen Roberts (03:30:52 GMT) : Yes you will receive it,
Stephen Roberts (03:31:06 GMT) : You will get one for no charge.
Visitor (03:31:32 GMT) : Ok Cause I Thought It Maybe A TYPO
Stephen Roberts (03:32:47 GMT) : No worries! As I told BestBuy is all about customer satisfaction and we will keep our promise.
Stephen Roberts (03:33:07 GMT) : You will be sent a copy of the transcript via email once the chat has ended for proof.
Visitor (03:33:28 GMT) : Alrighty its a great deal then THXS D
Stephen Roberts (03:33:42 GMT) : Is there anything I can assist you with today?
Visitor (03:34:04 GMT) : Nope Have A Good Evening
Stephen Roberts (03:34:08 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. I appreciate any feedback you can provide.

I Submitted a BBB Complaint On This Matter and Shortly Afterward Was Contacted By Steve Waligoski A Senior Specialist at Best Buy Corporate, He Said He Was Sorry For My Inconvienance and would send me the 12, 000 page Drum/cartridge That The Description Stated, and He Would Revise The Description On The Printer and Remove The 12, 000 page Discrepancy, He Left Me His Number And Said Call Him If There Was Any Problem ! (I didnt realize he was setting me up) ! I Took Him At His Word and Told Him I Did not expect The Call or That Best Buy Would Be This Honorable Especially After Dealing With The Store Manager LEES RAYES at My Local Best Buy ! Feeling Confident That The Matter Was resolved To My Satisfaction, I Closed The BBB Complaint. But This Was A BIG MISTAKE ! I Soon Received The New Drum, However The 12, 000 page Toner WAS NOT INCLUDED ! (This was Of My Initial Concern In the first place when I asked the Chat associate If The Printer Contained This 12, 000 page Cartridge or not ?) So I Called and Left A Message For Steve As He Told Me To Do If I Had A Problem ! And Told Him That I Received The Drum But NO TONER ? The Next Day He Called Me Back, He told Me That It Does Not Include The 12, 000 Page Toner That Was In The Initial Description ! So I Referd Him Back To The Initial Inquiry i Made In The Very Beginning, Talking To The Best Buy Chat Rep, Online... That This Was Specifically About That 12, 000 Page Toner The Whole Time !, Steve Said That The 12, 000 Page Toner Is Not Included Once More, I Said Its In The Online Description ! He Said NO ITS NOT ! I Told Him Ill Go Online and take A Pic and Send It Right Now ! (By This Time I Was On Best Buys Website At The Printer I Ordered And Looking At The Description ) LOL IT WAS GONE ! He Revised The Whats Included On The Printer, and REMOVED The 12, 000 Refrence From The Description ! Still On The Phone With Steve I Said ITS GONE ! You Removed It ! He Said It Does not say its included under The Description ! Of Course Not You had it Edited it Out ! Does This Sound Like Ethical Business Behavior ? But What Steve Did not Realize Is That I Took A Picture Of the Description Prior to Him Editing It Out that Showed The Original 12, 000 included Drum in the Original Description For Trish Walker, Best Buys Complaint Dept... This Whole Process Of My Experience With Best Buy Can Be Validated By Dates Of The Material I Have Included Above... In Summation, I Was Trying To Be As Honorable As Possible Initally Contacting Best Buys Chat Before Purchasing This Laser Printer, I Even Told the Chat Rep That This May Be A Typo ( Not Wanting to Waste My Time To Buy It and Have Issues Returning Etc If It Did Not Come With Both Cartridges ) He Guarenteed Me I Would Receive It As It is Stated In The Online Description after He Looked Up The description Himself, and even Posted The Description To The Chat session ! as you can see as part of The Transcript Of Our Conversation Here, ! Upon Initially Ordering This Printer Online, I Was Confident That Best Buy Would Honor The Item Description Just as Their Own Employee was ! But I Now Feel I was First Baited and Afterward Manipulated By Their Senior specialist Steve Waigoskis at There Corporate Office ! This Falls Upon Their Ethical Credibility and Disregard For their Consumers, Reducing Their Consumers Beliefs Towards Best Buy as Dishonorable, Disreputable, Impracticle, and Thereby Substandard In The Retail Market ! This Type Of Disconcern For Their Patrons Is Inappropriate To say The Least, I Can Actually Call Them Thieves and Liars With The Proof To Substantiate My Claims !

Wendyscowboy
8:10 pm (1 hour ago)
To trish. Walker, me

I have a 900 page printing job I needed to do and was shopping laser jet printers, I found one on your online site @ bestbuy.com and read the description that said whats included, I copied it here >

What's included
Brother hl-l2370dw wireless black-and-white printer
Starter toner cartridge (approx. 700 pages)
Dr-730 drum (approx. 12, 000 pages)
Quick setup guide
Installation cd-rom
Ac power cord
As you can read for yourself, so since it stated it includes a 700 page as well as a 12, 000 page toner/cartridge /drum/ I assumed it could be a typo! So I contacted the chat dept. To verify this, I told your chat rep my situation what the description said and it could be a typo, so before I order I want to be sure that I would receive both cartridges, he assured me that best buy was honorable as I was trying to be and that if I didn't receive both cartridges in the box best buy would definatly send me one at no charge! I received the printer and only 1 cartridge in the box, I contacted the chat again and they said to take it up with my local best buy, so I contacted our local best buy here in apple valley calif and talked to the store mgr lees rayes who was rude disrespectful and is a liar! He said he had the item description right in front of him and it said it only comes with one 700 page cartridge! I told him thats not what it states in the description and he said it did! I included above what it states in the description please read it! It does not state it to include only one cartridge anywhere! Furthermore why would it state a 12, 000 page at all for that matter if not included, under whats included! So this has become a hugh waste of my time and situation that has set a rise in my blood pressure! Now i'm upset! Please don't blame your first chat rep for assuring me that best buy would honor the second cartridge if not included, he was just convinced in his company's responsible ethical standards, he obviously has not met my local store mgr lees, I was honorable and before purchasing questioned the 700 page and 12, 000 page cartridges that it states are included! So now I must go buy another cartridge, so I can finish my job as well as dealing with this bs! Im very disappointed in best buy at this point, and now must consider doing business with you in the future! Here is a copy of the first transcript > please let me know your intentions regarding this matter! I'm a very disappointed customer at this point! Don cone [protected]

Hello, visitor-[protected]-18678,
Your requested best buy chat transcript is below. We appreciate your visit to bestbuy.com today and look forward to seeing you again soon.
General information

Chat start time chat end time chat duration operator interaction id
Oct 09, 2019 03:24:34 gmt oct 09, 2019 03:34:10 gmt 00:09:35 stephen roberts int-va1appis16-[protected]
Stephen roberts (03:24:38 gmt) : thank you for choosing best buy, my name is stephen roberts. How may I assist you today?
Stephen roberts (03:24:46 gmt) : nice to have you on this chat, don.
Visitor (03:24:47 gmt) : hi
Visitor (03:25:19 gmt) : im interested in your laser jet printer hl2370dw
Stephen roberts (03:25:55 gmt) : great! How can I make things easier for you?
Visitor (03:26:12 gmt) : it say it comes with a toner cartridge and drum is this correct?
Visitor (03:26:24 gmt) : brother hl-l2370dw wireless black-and-white printer starter toner cartridge (approx. Xxx pages) dr-xxx drum (approx. 12, xxx pages) quick setup guide installation cd-rom ac power cord
Stephen roberts (03:27:05 gmt) : let me check and help you with the product specification right away.
Visitor (03:27:15 gmt) : I want to purchase and I want to be sure the drum is included
Visitor (03:28:05 gmt) : if I buy and its not in there when your descrition claims it is I want to be sent one?
Stephen roberts (03:28:21 gmt) : I see the product come with brother hl-l2370dw wireless black-and-white printerstarter toner cartridge (approx. Xxx pages) dr-xxx drum (approx. 12, xxx pages) quick setup guideinstallation cd-romac power cord
Visitor (03:28:43 gmt) : if I buy and its not in there when your descrition claims it is I want to be sent one?
Visitor (03:28:55 gmt) : can you assure me
Stephen roberts (03:29:47 gmt) : yes sure, if in case the promised product is not delivered to you, you can contact us and we will help you with the replacement.
Stephen roberts (03:30:12 gmt) : bestbuy is all about customer satisfaction and we keep our promise.
Visitor (03:30:17 gmt) : not what im asking you
Visitor (03:30:42 gmt) : if the drum is not included will I be sent one at no charge
Stephen roberts (03:30:52 gmt) : yes you will receive it,
Stephen roberts (03:31:06 gmt) : you will get one for no charge.
Visitor (03:31:32 gmt) : ok cause I thought it maybe a typo
Stephen roberts (03:32:47 gmt) : no worries! As I told bestbuy is all about customer satisfaction and we will keep our promise.
Stephen roberts (03:33:07 gmt) : you will be sent a copy of the transcript via email once the chat has ended for proof.
Visitor (03:33:28 gmt) : alrighty its a great deal then thxs d
Stephen roberts (03:33:42 gmt) : is there anything I can assist you with today?
Visitor (03:34:04 gmt) : nope have a good evening
Stephen roberts (03:34:08 gmt) : thank you for choosing best buy! This chat session will now end and you will see a short survey. I appreciate any feedback you can provide.
Sincerely,
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