Best Buy
Reviews and Complaints

I purchased a stove and micrwave oven online. They were delivered Monday, 7-22-19. The stove was installed and the guys told me the Geek
Squad was coming to install the microwave later. No one showed and when I called Best Buy was told I had not paid for installation of microwave. Actually, I was told by Best Buy that if I bought the stove and the microwave the installation of the microwave would be free. Then I went to use the new range and oven last night and the seal is coming apart in the oven. All calls to Best Buy have resulted in no help. Now in addition to having to pay someone to install the micrwave for me, I am being told I have to contact Whirlpool to fix the oven. I have bought many "big ticket" items from Best Buy, computers, washer and dryer, etc. They will never get my business again!

We had been to the Bestbuy store to purchase the product (Macbook Pro). The product was not available in the store and we were being told that the product would be shipped to our home. We purchased the product from Bestbuy on 07/16 with Order Id [protected] amounting to $2273. The product was shipped through UPS but it was never delivered to us. We had the delivery update through UPS that the product was delivered at 6:38 PM on 07/19. We had followed up with the UPS team many times on the delivery day(07/19) to call us on our number whenever the package was going to be delivered but in spite of this, the UPS never called us. Even though the package delivery required to take signature from me, the UPS never took the signature from me and it was being shown on the delivery that it was being signed by the wrong recipient named as "Torres".

We followed up with the UPS team to update them that the package was not being delivered to us and they updated us that they would open an investigation for it and they would update the shipper (Bestbuy)with more information. On the same day at 8 pm on 07/19, we went to the best buy store to inform about this issue but the customer service representative in the store made us call the best buy customer service number. The customer service representative after hearing our complete issue opened a case# 230190449 and assured that he has issued us the refund and we will a get a confirmation email in 24 hrs. After 24 hrs, we contacted the best buy team to get the confirmation email regarding the refund and they informed us that they cannot do anything about it. The best buy customer service representative named as Julia asked us to contact UPS store directly and best buy would not take any responsibility for this. We have made the purchase from Bestbuy and we expect BestBuy to at least look into the issue rather than leaving us into a messy situation as it was not our mistake. I am in bigger trouble now since UPS folks had updated me today (07/20) that they would give the incident status to the sender only (which is Best buy) and Best buy is raising hands completely stating we are not responsible at all and would not contact UPS. We have lost all the trust in Best buy customer service and would request Bestbuy's senior management to look into this matter. We had purchased the product from Bestbuy and we expect that Bestbuy would deliver the product rightly to us instead of just taking the money even though it was not delivered to us and not taking any ownership. Kindly help us in this difficult situation since we are feeling depressed about what has happened and expect Bestbuy to help us in getting a resolution for it. Can someone from the escalations dept on this forum get back to me on this as soon as possible?!

KINDLY HELP US IN GIVING THE REPLACEMENT OR REFUND SINCE ITS NOT OUR MISTAKE.

I ordered a printer online on Tuesday. I was told that my order would be fulfilled on July 20th. I went to the store because today is the 20th after 5 p.m. thinking my order would be ready for me to pick up. I went in the store to find that my order was not ready and the cashier did not understand the status of the order which read transferring on her end. I am very disappointed that something I ordered was not ready as specified on your website. If I would have known this would be the case I would have just purchased a printer from the local Walmart. It would have been nice to be offered some kind of compensation for my troubles but all I got was a meaningless I'm sorry from the cashier and a you can always cancel it and buy another. I know what I want to spend my money on and that's exactly what I did. I am not satisfied with the email I received at 6:08 pm stating that my order is now delayed and won't be fulfilled for the next 7 days. What kind of crap is this? The email goes on to state that if my order can't be fulfilled by August 19th, the order will be canceled and I would be notified by "email". Thanks for nothing but sheer disappointment. I guess I need to go to Target or Walmart from this day forward; who knows maybe I'll even try Office Depot. So dissatisfied.

On Sunday July 14, 2019 I went to bring my I phone 6s plus for a new battery. I mentioned that I was have a hard time hearing on the phone and was told that I would need a new screen since the audio is attached to the screen. We paid for the battery and new screen. 2 Hours later they gave us our phone. As I was walking out I made a phone call only to find out that now there was NO sound whatsoever. Came back in they tested and said they would replace battery and screen again. We waited and waited. Tech came out and said the phone is not showing that it supports a charge the lighting bolt was not showing. When the phone was brought in the lightening bolt was showing and it was charged at 73%. They told us to wait to see if they could fix it. We were there a total of 6 hours. We were told they were on line with apple support. They were going to get us a new phone within 24 to 48 hours. It has been over 3 days and am now being told they don't know when the phone is arriving. Best Buy Keeps saying that there's nothing they can do they cannot give us a loaner phone or tell us when our phone will arrive. At this point we are without a phone they will not refund any of our money and we need a resolution thank you.

Last September I purchased two e-gift cards for Best Buy, one in the amount of $500.00 and one in the amount of $100.00. When I tried to use them, I discovered that they each had a balance of ZERO. When I called Best Buy, they told me that the $500.00 card had been used at a store in Clearwater, Florida, a city I have never visited; the $100.00 card was used in San Marcos, Texas, another city I have never visited. Aside from providing me with that information, Best Buy did not offer me any solution to resolve this and told me to report it to my credit card company and/or the police.

I am seeking a full refund of my $600.00, either to my credit card, my Best Buy credit card account, or another gift card.

I really do not appreciate Best Buy's low quality customer service, or lack thereof. They just don't understand what the actual problem is. They took an item I had ordered and gave it to the wrong person. I didn't understand what had happened and why I did not receive it. They did not attempt to appologize or show any kind of concern. I can't seem to get the customer care specialists to understand that I need to speak to a manager.

My washer and dryer were delivered on Saturday and they could not install my dryer due to a defect. After the geek squad left I got a phone call in which did me no good because they can't tell me when I am going to get a new dryer until it was returned to the warehouse and the paper work was completed. This employee said her department was closed on sundays but that I could call today and see when I would get a new dryer delivered. After being on the phone for over an hour I was told it was still on hold due to paper work therefore I would have to wait until tomorrow because paper work still had not been completed. I asked to speak with a supervisor which if I decided to stay on the phone would be another hour. Very poor customer service and I am regretting spending $3, 000 at Best Buy for this purchase. I don't even have my complete unit and I already owe a monthly payment. Very disappointed in how they handle business now days.

My card was lost and they are fraudulent charges on the bill. Notified Best buy and they denied my claim even though I also did a police report. They never provided me the reason why and said it was because these orders were delivered to my home. After doing my own leg work that Best Buy refused to do I found out that the orders were NOT delivered to my home they were picked up at a store. Also, there are two charges that were canceled and that remain on the bill. When contacting Best Buy again they said they refuse to remove the charges and if I would like I can write a letter to the Vice President of the corporation. THIS IS VERY POOR BUSINESS that is hurting my credit and seems morally wrong to the consumer.

3:12 pm
hi, my name is rob shoemaker, thank you for contacting bestbuy. how may i help you?
rob shoemaker,
thank you for choosing best buy, my name is rob shoemaker. how may i assist you today?
hi deanine, good evening!
you,
hi your rep just hung up on me-

i am beyond pissed i ordered a washer and dryer they came on monday and the washer had dents in it so they took it back and said someone would call me monday night =
no call monday - no call tuesday - today i call you and she says i have to wait til next week to get it
i went on line and scheduled the redelivery myselft
but i want it sooner!
bby01-[protected]
rob shoemaker,
i'm really sorry for the inconvenience caused for you, please accept our apology.
not to worry, let me quickly check with your order and help you with the best.
thank you for the order number.
could you please help with the registered phone number, for the verification purpose?
you,
[protected]
deanine wheeler
rob shoemaker,
thank you for the details.
upon checking your order i see that you have placed the order for " insignia 41 cu ft 11cycle highefficiency toploading washer white" and it was scheduled to deliver by 06/28/2019.
you,
i just did that myself! that is the 2nd delivery - the washer and dryer were both orderd at the same time
both were like i said delivered on monday but the washer was dented so they took it back and said someone would call me to have another one delivered
since the rep i was speaking too was such a [censored] saying she could not deliver it till next week and would not let me speak to a supervisor i went online myself and rescheduled my own delivery is that the type of service i should expect from best buy
orginal install date was 6/24
rob shoemaker,
to best assist you with this i'm going to transfer you to a team member who specializes in this. i appreciate your patience and thank you for choosing best buy.
you,
u should be able to see that under the order # because i can see it
3:22 pm
you are now chatting with luis l.
you,
hello!
luis l,
hello! one moment while i read your previous chat.
you,
absolutely
luis l,
thank you.

arrival window

june 28, 2019

07:00 am - 01:00 pm
i am seeing that as your delivery date for the new washer.
you,
yes i know i scheduled that myself
because your rep didnt and no one ever called me back = you took my $$ and my product and i have to run after you to get what i have already paid for and you delivered damaged
luis l,
i see. one moment. i will need to escalate this order.
you,
can i get it sooner is my question you took my current washer that worked and the new one and left me with nothing - this is some bs for real
so hopefully 3rd time is a charm
luis l,
i am sorry but that is the soonest appointment that is available. i can escalate your order so we can get a manager involved to see if we can accommodate you better.
you,
yes please do that
luis l,
please allow me a few minutes to submit this.
you,
ok
luis l,
thank you!

Ordered fridge (nothing fancy) 9 days ago, and paid for delivery which was arranged for 5 days after purchase.

Delivery company called and left a garbled message the night before with the "3 hour delivery window"... I could not understand the message, so called back. They offered an entirely different delivery window outside the times that I said I could be available (5-8pm).

That was the start of 9 days of over 8.5 hours on hold, transfers to 2!different countries, 7 "customer service" agents, and 2 supervisors who I have dealt with since last Friday when the fridge was NOT delivered.

Since then, two supervisors bending over backwards saying all the right things and making calls, etc. With a guarantee that it will be delivered today between 9am and 3pm.

Item was NOT delivered, and when I spent an hour on hold this morning to ask why, they said the delivery team "couldn't fit it on the truck!"

Not MY fault as the paying consumer who has waited 9 days, paid for the item and delivery, wasted TWO days not working or getting paid, fighting for 8.5 hours on the phone, and still have ZERO fridge or anyone willing to trouble shoot and get a fridge delivered from one of the TWO Bestbuy stores in my city.

They "can't" do that they say? Why not? Shoot! If I had known that their guarantees from last Friday and Saturday of delivery today would not have happened, I would have paid someone to go pick up a fridge at Costco, Leon's, The Brick... somewhere!

This is the absolute worst customer service or buying experience I have every had!

They say they have submitted a claim for compensation for missing two days and 8.5 hours on the phone.. that cost is more than the cost of the fridge, and I am sure I will have to fight for that as well!

No one should have to work this hard to spend their money on a fridge at any store. This practice of making promises and passing the buck needs to be reported and investigated, but they don't care.

Buyer beware! Do NOT shop or purchase from Bestbuy Online! Terrible experience and service!

6/19/19

Hello, I am writing this complaint about the Best Buy in Christiana, DE. I went to the store hoping to get a veteran's discount with my purchase of a drone costing $1199.00. The Sales Associate called the manager and he said that I could not use the discount as advertised online to make this purchase. Here is the advertisement:
"Active Duty, Veterans, Retirees, Reservists and Dependents receive a
15% discount. Use promo code USMIL15 at checkout. Best Buy military
discounts are available at some locations and are at the discretion of
each individual location, typically 10% off, where available."

I am a 61 year old Veteran and a Senior. I could not understand why this manager denied a discount. I showed them the above advertisement but to no avail. I decided to go ahead and make the purchase but I was very disappointed about this. What makes matters worse is I told the Sales Associate to place $1000.00 of the charge onto my personal credit card and to put the remainder on my Best Buy Credit card and when I got home and looked at the receipt, I discovered that he charged $1071.94 on my personal credit card causing me to overdraft and that will bring overdraft penalties! All he needed to do was to put the remaining $199 on the Best Buy card and everything would have been okay.

Yesterday, my visit to Best Buy was less than pleasurable and for as long as I have been a Best Buy card holder, I have never felt this way. I am hoping that you can resolve this issue with this store. The manager could have offered at least something as an incentive to purchase this expensive item. He never came to talk to me. Only the Sales Associate over the phone. Very poor customer service. I am now inclined to return to shop elsewhere knowing I will be receiving this type of treatment from your store.

Please advise or help if you can.

Thank you!

Devearl Y. Oates
806 W. 10th Street
New Castle, DE 19720

[protected]

Monday, June 17, 2019, a driver turned off of Kemper in front of me. He had the red light but he did not stop for the light. He was driving unsafe and texting. He was in a Best Buy Geek Squad car. The plates on the car were Ohio plates HLA9053. He had dark hair, tan colored shirt and was wearing sunglasses. He was driving in the Fairfield, OH area.

bought laptop late December, for the last week plugged in but battery not charging, Best Buy takes NO responsibility on the entire issue, rather they give me the run around, and it's going to cost me this and cost me that yet this new product was over 600$ to start with. I brought the receipt paper and eformat. and still...no go. odds are i'm better off where a company shows me they care about their faulty product, where they show me that not only i matter but that my big bucks matter also.

I went to Best Buy Owensboro KY on Saturday, May 18 to purchase a 65 in TCL Roku TV. After asking the employee a question before purchase, he went and asked the manager. The manager was hateful and rude. When I questioned customer service about it and asked for his name and Best Buy contact info, they said they didn't have anything. I finally got the name Yesia? He came over and questioned me about it and then told me whatever.
I have faithfully shopped Best Buy and my family knows to give me gift cards. Honestly, I love Best Buy and I will continue to shop; but I will never step foot in the Owensboro store again.

Yesterday I talk with the Man in Best buy with Phone 301-984- 1479 to buy Washer Model WTW5000DW open-Box with price $ 409.99, He confirm with me, I from Virginia going one hour come but when i com the Add 1200 Rockville Pike MD 20852, No body response and did't do any thing, I must go home
I thing Best buy is big company why they do like this !
Pls let me know the reason !

My email : [protected]@gmail.com
Thank you

Purchases a Nuwave airfryer just approximately three months ago and the lid has already messed up on me. The lid is stuck and will not shut. We have NEVER used force in order to shut the lid. This is very frustrating I have paid good money to purchase this product and I expected to get alot better use out of it than this! I can not even cook in the airfryer anymore and that is/was one of my favorite appliances that I own!

Last weekend went to the local Buford Ga Best Buy store. We needed to purchase a new Double Convention Oven for the house to replace the existing unit.
Sales staff where knowledgeable and helpful too. The staff advised that it would be best to have Best Buy technicians out to the site to measure the cabinet dimensions initially to ensure the oven we picked would fit correctly. Sound sensible and appropriate. The sales staff made the arrangements that a technician would come out on 04/30/19 between 8am-12noon. Sounds simple enough right !

The morning arrives and I take time off to allow them access.
1. 10am rolls round and no tech. I decided to call them. Young lady answers the call and advises " not a problem" . Tech is due to arrive at 10:41am. Still inside the window and I am on the schedule.
2. 10:50am rolls around . No tech. Decided to call again. This time the rep advised tech is enroute already with 11:00am arrival time.. Still inside the window. Advised will continue to wait.
3. 11:00am rolls around. No tech. 11:15am, 11:30am 11:45am . No tech.
4. The window is about to close. Called again. Rep advised tech is enroute with 12:05pm arrival. They even sent a text to confirm which I still have.l. I figured it is just outside window will wait. I have already waited and wasted 4hrs of my time for these idiots.
5. 12:15pm, 12:30pm, 12:45pm 01:00pm .No tech. At this point I have wasted almost 5hrs of my time. I had to now leave for other commitments.
6. Eventually get a phone call along with yet another worst-less text advising the tech will arrive at 01:40pm. I still have that text too . After almost 6hrs of wasted time I had naturally left...customers have lives too... Rep Randia M called to advised tech has arrived at 01:37pm... I asked to speak to a supervisor Chris R. Why he is not willing to take full ownership of the Best Buy failure is totally beyond me . Chris advises he can reschedule for Fri 05/03/19 8-12 window again .. that is the same situation we had today and not acceptable. More wasted time ! I asked for a specific time .. Chris was totally incompetent at handling the Best Buy failure. Evidently Best Buy failed miserably and offering a window was not going to cut it for the reschedule. A more aggressive stance was necessary. I asked to speak to Chris R manager. Chris outright refused to provide that information to me... even suggesting that I could complain to the corporate office. Not the greatest management technique by far ... in fact outright worstless supervisory skills.
7. Arguing with the customer when the failure outright lyes on the Best Buy side is ridiculous. Chris made no effort to even try and make sure a tech would arrive on Fridays so called 4hr window ... just he will get there sometime ! Pure customer abuse !
8. I cut off the call with Chris ... total waste of time talking to a so called supervisor who has no idea of the concept of his roll in a company, that is solely based on "customer service"
9. Later I called the Best Buy Complaints line. I spoke to R.J. He actually seemed to get it and took the details of my complaint/reasoning and filed # [protected]. After this he advised he would transfer me over to Dakota J :Geek Squad Flying Service . Dakota took down additional details and confirmed the [protected] window . Dakota went the extra steps and advised that the tech would arrive around 0900am after he checked the scheduling for that day. Why the incompetent managers before did not try this defeats me !

The end result of all this is that the sales staff in the stores and higher complaint organization seem to try to achieve the goal of "customer service" that your business is based upon ... just to be let down by failures of delivery and specifically the supervisory department over them ... the weak link.
The simple act of picking up a phone and calling a customer to advise directly that an appointment window will be missed seems completely beyond your supervisors in your delivery/service department. This inability and complete lack of customer care and abuse will lose you business. Maybe the senior management need to explain this simple concept to them.

I hope someone in higher management has the gumption to actually reply back to me and not just allow such incompetence by one section of the company stand.
DO NOT ABUSE CUSTOMERS ! They will walk away Chris R.
I welcome higher management to contact myself back directly... just remember if you would not accept the above as acceptable service for yourself ...then please do not call to to provide excuses for it.
Thank you.
S. Naran Atlanta GA