Best Buy
Reviews and Complaints

August 3, 2015 at 6:58am I placed an order for an lg 7.3 cu ft electric dryer (Item# dlex3250v). I received an email confirmation my order#[protected].

August 3, 2015 I received an email stating delivery date would be friday august 7th. As stated in the email, I called [protected] to request the delivery date to be rescheduled to saturday august 8th because we will be attending my father-in-law's funeral on friday august 7th. I was re-assured that there will be no problems in changing the delivery date because I gave them plenty of notice of the change. I was also told that I would be receiving a confirmation email from the home delivery solutions team of the request for the re-scheduled delivery. I never received an email.

August 4, 2015 I called the customer delivery solutions hotline number again to see why I didn't receive an email to confirm the re-scheduled delivery date and at 2:16pm I received an email from representative humberto s. From the home delivery customer experience team stating that the home delivery solutions team received my request to have the delivery rescheduled from august 7th to august 8th and that the request was sent to their home delivery carrier.

August 5, 2015 I called best buy for the third time to verify that my request for delivery of the lg electric dryer was made and I was re-assured that the delivery date was changed to saturday august 8th and again I was told I would receive a confirmation email, which I never received (For the second time). I was also told to call again tomorrow if I didn't receive the email.

August 6 2015 I called best buy for the fourth time because I still have not received a confirmation email (For the third time) , as promised on august 5th. I was told that the request for re-schedule of delivery date to august 8th was noted back on august 4th and again was re-assured that the new delivery date was saturday august 8th and that I would receive a confirmation email today.

August 7, 2015 I received a call from the home delivery carrier that the electric dryer was being delivered by them today. I told them my family was getting ready to leave the house for my husband's dad's funeral and that we had been told that the delivery date was changed to saturday august 8th, as requested back on august 4th. The delivery man did not know what I was talking about. He said he was never notified by best buy that the delivery date was changed.

My husband called best buy home delivery solutions and talked to representative, julian. She said she would be sending a confirmation email by day's end about saturday's delivery and again was told that saturday august 8th delivery was no problem. Again, for the fourth time (I lost count) we never received an email.

August 8, 2015 after waiting half a day, no phone call, no email, no delivery.
I called best buy home delivery solutions again (Every day since august 4th) and talked to julian (The same representative that my husband talked to yesterday, august 7th). I asked julian to make a note that I would like to make a complaint to the manager of the home delivery solutions department, as well as other managers at best buy so that the company can learn from the mistakes made and that this never happens to someone else again. I then asked to speak to a supervisor. None were available but I was told that someone would call back about an hour. I received a call from sherwin (Supervisor, home delivery solutions) and explained my frustrating situation. I was told that there was a communication error between departments at best buy. She told me that my complaint would be given to the escalation department and the order management team. I asked sherwin to cancel our order. She told me that it would take 1-2 business days to cancel the order and 3-5 business days to receive credit for the order. My husband, myself and our daughter cancelled a family get together in memory of my husband's father's death to stay at home to receive the electric dryer, since we were re-assured again, and again (Every day since august 4th) that it would be delivered today.

August 8, 2015 at 3:00pm I received a call from christine, team leader, home delivery customer experience. Again I explained my family's frustration at how best buy has mis-hanled our order and that I hope management will learn from the mistakes and this never happens again. I was told that there was a mistake made on best buy's end and that a new delivery date could be arranged next week. I told christine that I can't take a vacation day just to wait around for an electric dryer that may, or may not. Be delivered on a date that may, or may not be confirmed and that I had no faith in best buy or it's delivery process and promises. I asked, again, that our order be cancelled and that I didn't want to wait for a so called email confirmation that the order was actually cancelled. I wanted proof today, that the order was cancelled, not in 1-2 business days. Christine did, in fact, personally send me an email stating that "we have received your request to have your recent order cancelled". Also stated in the email is the fact that it would take 5-7 business days for the cancellation transaction to be completed, and an additional 3-5 business days for it to appear on the method of payment (So actually a total of 12 business days to get our money back for a mistake that best buy made, not the consumer!)

I have been a loyal customer of best buy for a number of years, and am very disappointed with the service that I recently received. I am shocked that such a well known company, and a company that supposedly advertises that they are reputable and are customer oriented, could have such a broken communication problem between inter-departments and huge problems with their home delivery service.

Lisa wakabayashi

I returned two washers an LG which was defective, Samsung which flooded my laundry room. The first return was an exchange so I received immediate credit. The second return was not an exchange and after 14 days I have not received a credit on my BestBuy Credit card. I continue to get push back from the local store, BestBuy customer Service and Citi Bank which hands their credit card. My next step will be to notify the Consumer Protection Agency and the Ohio Attorneys General Consumer Affairs Agency for their help. What a mess. It did not take them 14 days to charge my card?

In the store July 4, I ordered a Sonos Connect Amp. I opened a Best Buy Credit card to receive a discount. The item was to be shipped in 3 business days. It never arrived. When I called to inquire, I was told they would send out another one immediately. They then called back to tell me the item was no longer available and would credit my account. On July 16th, I checked the tracking number and saw the shipment was classified as lost by UPS and an investigation launched. On August 3, I opened a bill showing a $531 charge, payment due Aug. 12. I called the credit card company and was told they could not process the refund. They directed me to Best Buy customer care, who told me they could not authorize a refund until the investigation was complete. Meanwhile they hold me liable for the full cost of a product I have never had in my possession. I was told to send an email to customer care, because they could not "speak to me" further about the problem. I suggested that it was not MY problem because I neither shipped nor lost the item. The only manager they had available for me to speak to was director of repairs.
1
8921884 SONOS CONNECT:AMP
Shipped on 07/04/2015 1ZF702Y10310020524

SKU: 8921884

Janis Hogan
456 JUDD RD
SOUTHBURY, CT [protected]

Last Updated: August 3, 9:56 AM

Thursday, July 16
8:56 AM
We're attempting to verify the package location. / lost package investigation
Watertown, CT
Saturday, July 4
9:19 PM
Initiated

UPS Tracking Number:
1ZF702Y10310020524

Matt France
Email: [protected]@gmail.com

July 27, 2015

** An Open Letter to Best Buy /Dyson Fans

Re: Fraudulent Misrepresentation of Best Buy’s Extended Warranty

To Whom It May Concern:

I have to say I am somewhat appalled for the position that my local Best Buy store has taken, and dishonoring the “Extended Warranty” on a Dyson Fan purchased.

I was sold this fan, even though it was discounted, by the representation of the sales associate that stated, and as I recollected from asking specifically, that any repairs or service would be handled by Best Buy and not the manufacture. Specifically, the dialogue was this:

1. If there was a need to have this fan serviced (Dyson Air Multiplier), I was told with the extended Warrnaty, I would deal with Best Buy and not the manufacturer.
a. Specifically, I was told they would send it off to a service center in St. Louis, Missouri, and they would determine if it could be fixed; or if they would fix the fan at the local store level;
b. If it could not be fixed, then it would be replaced with “like-kind” technology.

< real world experience -- the lie behind Best Buy’s Extended Warranty >

2. I was informed by Cailyn, a representative at Best Buy, on July 22, 2015 @ 8:58 pm, even though I had an extended warranty, my fan still fell underneath the manufacturer’s warranty period and accordingly, it would be dealt with according to the manufacture policies -- and facilitated through Best Buy.

a. this policy, even being contradicted a number of times by Cailyn and the Assistant Manager (“Manager”), the product if deemed non-repairable, would be replaced with like-kind technology or I would receive the money back;
b. Well, I purchased the two-year extended warranty in addition to the manufacturer’s Warranty in order to simplify the process and deal with my local Best buy, and not having to be concerned with the manufacturer;
i. the repudiation having to deal with manufacturer warranty, and dealing directly with the Best Buy was the motivation for this purchases;
ii. accordingly, as I visited Best Buy in the preceding week -- the advantage, as explained for the extended warranty, is you deal with Best Buy and not the manufacturer;
iii. the fraud was proven tonight, as it’s been explained that does not apply to all products - and Dyson is one of those exceptions;
iv. I am not even given the option, as I simply stated, to have my fan fixed and not replaced; flat out -- Best Buy (or the manufacturer, Dyson) will not fix it, it’s just replaced, but under amount that was paid for the product, not “like kind” technology;
v. Best Buy policy (or Dyson) is they do not fix these products -- it’s just replaced;
vi. per the cashier, and the representation to me -- it’s replaced with “like-kind” technology;
vii. Per the manager and the representative, the “like-kind technology” does not exist and they could only refund the money;
viii. After discussing this matter with Manager, I asked what other fans they had -- we walked over to the fan area to take a look at the inventory;
ix. the “new model” was on display, which looked exactly like my fan -- except it was white, and mine is gray;
x. however, this is not “like-kind” technology, as the Manager explained to me this was the new model and it would not qualify?
1. Really? What is meant by “like-kind” technology
2. I only have to assume, because Best Buy has raised the price on the new model, or as I see it -- “like-kind” technology, it no longer qualifies?

3 Now back track on this scenario, as represented to me -- if I had problem with this product or any other product I purchased from Best Buy, no problem, Best Buy replaces it with the same product or like kind technology-- NOT TRUE.

a. I am expected to receive the original amount of money back, and I would have to make up the difference for the newer model;
b. Bottom line, I purchased the extended to protect my investment, and as clearly explained to me while purchasing the warranty (for this product and other), against price increases for new “like kind” technology as it’s replaced with the “like kind” technology or the next level up;
c. It makes absolutely no sense to purchase the extended warranty to guard against the original purchase price -- the percentage % paid for this warranty versus the original selling price would not merit the “risk” for purchasing the warranty;
d. Best Buy has always represented the purchase of the extended warranty to protect my investment with the repair or replacement of the product.

Furthermore, even the cashier made a mistake in explaining it to me -- as I asked, if I waited until the manufacturer warranty period lapsed, then it would be covered by the Best Buy Warranty? As she stated, Best Buy would deem the fan not repairable and swap it out. Again, this is what I am asking for?!

i. when I re-directed this statement to the Associate, then she recanted and said I would still probably have the same issue?

ii. Okay, what does “swap” mean?
iii. Whenever I asked the Manager this same question and reiterated the same statement, he stated that Best Buy could have a policy one day, and it changes the next day?

iv. Per the website for Dyson Fans – it states they will fix the product with parts and labor.

• Per Best Buy, who is supposedly acting under the warranty guidelines for Dyson – they do not . Black and white.

→ this represents the worst, and most unethical business practices I have ever heard?

→ I purchased this product under the representations, and relied upon the Best Buy sales associate for correct information, only to be told by the Manager policies can change without notice, and accordingly, ignoring any prior statements. Wow ?

Bottom Line Economics --

1. The immaterial difference, and unethical treatment in this deal will result in the following:

• you will no longer be patronized by me or anyone in my sphere of friends and network of professional business associates;

2. My Best Buy reward zone Membership # [protected]

Please take a look at my account, in just the last 10 days I have purchased the following:

• Nest Dropcam
• Samsung 47” inch curved television;
• Samsung 32” Smart TV
• Logitech MX Master Mouse (highest priced mouse on the shelf)

Now, look at my prior years, just last year I purchased a different Samsung Curve @ $ 3800.00; GoPro Camera, approximately 5 Dropcams; Tide Swash Machine; Dyson handheld vacuum; computers for my professional office;

** these are just to name a few off the top of my head, there’s a lot more.

Additionally, now consider my anticipated purchase (I was waiting to hear back on one additional component), I had an estimate work-up through the Magnolia Center of Best Buy, I believe with “Kendrick” for a $7200.00 stereo system.

Just to point out and reiterate, please review my Best Buy account -- you will see I have made a considerable number of purchases, both personally and for my business interests, and I am not trying to take “advantage” of Best Buy, but I was asking for simple “immaterial” considerations:

** the stereo system -- forget it, I have no interest in dealing with Best Buy as you do not honor and stand behind your warranties, period.

** while reviewing all the purchases I’ve made in the past, enjoy the past, as you will not be patronized nor will you receive any future business from me.

** dealing online has always been easier, even though I always enjoyed patronizing brick and mortar -- why would I continue? Online is simply easier and Amazon’s customer service blows away Best Buy!

Per the warranty specifications off promotional material for Dyson Fans →

• 2 year parts & labor warranty when purchased from an authorized reseller
• Smooth airflow- Air Multiplier technology amplifies the airflow No chopping blades means no buffeting
• Save energy- use in conjunction with air conditioning to lower energy bills by up to 20%
• Safe for children- no fast-spinning blades
• Quieter- re-engineered for improved sound quality
• Easy to clean- no grilles or dusty blades

Again, whenever I asked Best Buy to simply fix the fan, per the Associate and the Manager, under the direction of Dyson’s warranty (via Best Buy) they will not fix the fan, just refund the original amount of my purchase.

Question- what does the first point mean -- 2 year parts and & labor warranty when purchased from an authorized reseller; this statement is all over the internet, please feel free to search, and please review Dyson’s website.

Best Buy -- don’t bother contacting me, I have no interest in dealing with you at this point. And accordingly, I will deal with your fraudulent advertising and misrepresentation accordingly in the proper venue.

Dyson, before I start to vent and disseminate my experiences with your product, please advise on how you would like to correct your faulty products? As I have asked Best Buy, I would simply like it fixed per the warranty? I will assume ten business days to be a reasonable period of time -- if you cannot address it with within this time frame, don’t bother.

Best Regards,

Matthew France, a former Customer @ Best Buy

On a recent road trip I decided to stop at Best Buy in Rosenbrg, Texas and purchase an Escort Passport Max radar detector well I thought I had hit the jackpot when I noticed the price was $275 exactly 50% off I was elated well when I asked the salesperson for one he came back and said he didn't have any in stock and checked nearby stores and no luck. The price was $275 because they had just received the new Passport Max 2 and the Passport Max was last years model. Well I took a picture of the price with the associate pointing it out. Further down the road I called the Victoria, Texas store which was on my route and asked the young lady who answered the electronics phone if she had any Passport Max Detectors available well she said yes they did they had both the Max and the Max 2 after explaining the price at the Rosenberg store she said she had to get the Manager who came on the line and after listening to my story he stated that he would have to call the Rosenberg store and verify, well after a few minutes he said yes the price was accurate but that his associate was misinformed and that no Passport Max was available kinda fishy since I had asked the young lady if she was sure because I was going to have to make a few miles detour to get there she assured me that yes they had some in stock. After several e-mails to Customer service and Corporate no one has offered to help one person who's name was Joseph said that only the Passport Max 2 was available but at the $550 price I find it hard to believe that in all the United States not one Best Buy had a Passport Max was available. I feel I should get the $275 price but unfortunately after purchasing a new phone the photo of the employee pointing out the $275 price was lost. Calling the Rosenberg, Texas store should verify my story but unfortunately no one is listening to me. I love Best Buy but will no longer be spending my money there.

I am an attorney looking to speak with individuals who have purchased a Best Buy-brand Cat6 Ethernet Cable (Dynex, Insignia, Rocketfish) from Best Buy. I believe they may be committing fraud in the marketing of these cables and charging an unjustified premium.

Message me here or shoot me an email at [protected]@glapionlaw.com .

I used to be one of Best Buy's biggest fans but it only takes one really bad incident to do a 180 and turn completely away from Best Buy. My 70 year old mother ordered a brand new (not refurbished) LG tv from the online best buy store. The TV arrived 6 days after the order was placed and then it took her another 3 days to have someone come get it set up for her. The TV was defective. Seriously defective. It has big lines going across the screen and sometimes the screen goes out completely. About a week after getting it set up, she contacted Best Buy to ask about an exchange. She was told that she has to deal directly with the manufacturer - LG. LG wanted her to take pictures, send them to her computer and upload them through a pretty entailed process that she didn't know how to do (not just a simple email of attached photos). So on my day off I went and got all of that done for her. LG responded a couple days later that they would send a technician out to look at it. She then contacted Best Buy again and asked if she could bring the TV into the local store and exchange it. Even though there is a one year factory warranty, she was told she had passed the time frame of 15 days to do anything about it. They started the 15 days from the date of transaction even though it was a week later she even received the TV. What it boils down to is that Best Buy will not do anything about the fact that they sold her a product that was defective right out of the box. It has been a huge hassle to communicate with them. They suggested she recycle the TV - A BRAND NEW TV! No exchanges, no refunds! It's ridiculous. At this point she would like her money back to buy a TV somewhere else. This family has changed our opinion of Best Buy. Won't be doing business with them anymore. [protected]@gmail.com

I purchased a brand new iMac almost 3 years ago, and a Geek Squad Protection plan (GSP) for 4 years ( cost me $400 for the protection plan), that included hardware failure with the GSP. When my wireless keyboard would not open to change the batteries I took it to the Geek Squad, they said they can't fix it and wrote me an order to have a new one shipped to me. after a month and a half I looked and the order was no longer "processing". I called and found out someone had cancelled the order. I called the store and they blamed the parts store. Then the parts store sent me this letter:
Dear (removed),

I apologize for the inconvenience, unfortunately we do not have the keyboard you need available to order. However, under your Geek Squad Protection Plan if you were to buy the part from any other retailer – online or in person, or direct from the manufacturer - we can provide you a reimbursement.

After you have made the purchase please send the following required information either by Email, Fax or Mail.

--Email Address – [protected]@bestbuy.com
--Fax – [protected] (Attention Reimbursements)

--Mailing Address:
Best Buy
Reimbursements C-8
7601 Penn Ave South
Richfield, MN 55423

Required Information:

Legible copy of the receipt for the replacement part.

Current Mailing Address
Phone #
Valid Email Address (we will email you confirmation once your claim has been processed.)

If you have any questions on the reimbursement, please feel free to contact 1-888-BestBuy [protected]).

Thank you,
Mary
Part Store Support

I had all ready paid $400 for the warranty, it plainly says they will repair or replace, at their option... it does not say a word about "if they decide to they can force me to pay for my own replacement part. Best Buy sells the keyboard, Apple sells it, and chances are good any Apple retailer also sells it. I can only figure that it is their way of trying to sweep me under the rug after I have been trying to get a replacement keyboard since 12/31/14 ( the day that letter was sent was 2/06/15). I firmly believe I can not be the only person Best Buy / The Geek Squad / the Parts Store is trying to sweep under the rug like this.

I have wasted nearly a full 8 hours of my time between visiting the store, emails, and phone calls to resolve this issue. But after a month and a half, 8 full hours of my time fighting for a $70 keyboard that should have just been something I picked off of the shelf in the store the day I was first there, or shipped to my home from GSP, I wonder if it was worth it.

I was refused service today by the Geek Squad at Tuttle Crossing. My iPhone 5c home button is malfunctioning and I bought the extra insurance at the time of my purchase in November 2013. Despite my assurances that the insurance would cover "all repairs and replacements except if the phone was lost or stolen", they simply refused to repair my phone! He actually told me to take it to Apple! So I just spent $150 in insurance that was not honored. This changes my perception of your company completely. I will be sure to tell everyone I know of the Geek Squad's incompetence. Most likely all they had to was clear and clean the area around the home button of debris. When I purchased the insurance, they did repairs on the iPhones, but they have recently changed their policy according the customer service representative without notifying us. One of the worst service experiences I have had.

I tried to purchase a Samsung refrigerator (model no. RF26HFENDSR | SKU: 8815004) from their website bestbuy.com, but kept getting a reply that they "do not deliver" to my area. I tried to order via phone, but they found the same problems. Also said zero stores for pick up, too. When I know best buy has stores in my area.
The zip codes I used were for Portland, OR and for Vancouver, WA, ! Please.
The fridge was advertised at $999.99, a savings, per bestbuy.com, of 50% when I tried to buy it.
That was until today.
They changed the price from $999.99 to $1619.98 now, and Lo and behold, suddenly my zip codes work for both delivery and store pick up. At five stores! Amazing BS, right?
Fraud? False advertising? Bait & Switch?
Best Buy needs to be strung up for this kind of blatant illegal activity.

Hi,
I had a very unhappy shopping experience at new york city. The shopping time was 10 :23 am, nov 16, 2014.
I bought one iphone6 64gb.
Shop name: bestbuy wireless (The name is printed in the receipt, but the shop name is cellular phones)
Address: 566 fashion avenue new york ny, 10018
Phone: [protected] (I tried several times but nobody took the call).

As discussed, I need to pay $762.13 (iphone:$699, tax: $63.13)
But I found I was charged much more money;
Charge#1: credit card#1 *****1768 was charged $2150;
Charge#2: debit card#2 *****6332 was charged about $1492 (Rmb 9150.31) ;
Charge#3: debit card#3 *****3913 was charged $762.13.

—below are my very unhappy shopping experience at new york—
I was so upset that time. I felt I was trap by the shop seller.
I quoted the price and the seller told me the price was $699.
When I decided to buy one iphone6 and paid by ****1768, the shop seller charged me $2150.
He told me that it was the charge of three iphone 6. I told him that it was not true, I only need one iphone. Then he asked me to input the pin# of the credit card 1768 to refund the $2150. But I never had to input the pin#. So I do not know the pin# and I was never told to input the pin# at usa and china.

Then the shop manager came here and said he can handle this. The manager told me to pay $699 and tax by debit card *****3913 via unipay channel. The process was finished.

Then I asked the shop manager to refund the $2150 to me. The manager told me to take out another debit card (*****6332) , then he swiped the card and asked me to input the password. I input the password in order to take my refund. He told $2150 was refunded to the card (*****6332) within 48 hours.

Then I took one iphone6 (64gb) and left the shop.

I took a long walk on the new york street and was thinking about this. I felt a bit trapped. So I returned the shop and asked the manager whether I can trust him and get the money back. He said sure. So I left new york city that afternoon.

I flight to china the next day (Nov 17). After 48 hours, I checked the *****6332 and found it was not refund the $2150. Furthermore the ****6332 was charged about $1492.

—my request below—
-refund the $2150 +$1492 to my account ****6332.

—my contact information—
Email:jonit. [protected]@philips. com
Tel: (86) [protected]

Bought three cell phones at Best Buy and included Geek Squad insurance for each phone. Was never told there was a 150.00 deductible although I was told I did sign an acknowledgement. Don't remember that at all. My daughter also bought a phone at the same time and she does not remember anyone saying anything about the deductible.
Found this out when I took one of the phones in to have a cracked screen fixed. I would need to pay 150.00 to repair the screen when I can have Samsung replace it for 162.00. I am paying 10.61 a month for insurance that will only save me about 15.00 on the repair. I have another daughter who bought a phone at a different Best Buy who evidently was told about the deductible but was also told if she brought it back to the store they would wave the deductible. Of course they didn't. Does something seem to be wrong with this picture?

you go in and buy on promotion an item then you go buy another item 3 months after the first item, well you pay 50 -300 dollars over the minimum payment thinking your going to pay off the debt. Then you get a statement saying your promotion ran out and you own 175 dollars in interest. I call and say how can that be i am paying well over the minimum amount and the promotion was paid off months ago. Well now you must tell them every payment that you want the money to go to the promotional item. so read the fine print. it will say on your statement that you owe x amount or your promotion will run out, will again i paid more than enough to pay off the promotional item above and beyond the minimum payment and i still get screwed. i owed 219 dollars left on my balance and now i owe 409 dollars. well they will get there money but never again will i buy another item from any best buy. read the fine print because they are waiting to screw you over. even know you think you are doing the right thing.

I remember the last big store just like bust buy and i will be waiting to say bye bye to bust buy also..

I like shopping at Best Buy, Samsung has built some junk in the past and I was at the receiving end of bringing an item back!

I just want to say there is a b**** that works at the 'returns' who will not make eye contact because she is too busy doing something on her clip board and making you feel you are not important (the customer).

Won't name the person but if you go there you might run into her lovely personality, no friendly demeanour at all, oh she'll listen in on your conversation and throw a comment out but won't look at you until she puts the clip board down...but you have to wait until she is finished then she'll say, "What do you want"! F M

My friend bought a laptop samsumg chrome in overland park (ks66210) oct 27th, 2013 which cost 248.46$ in total.
first of all, my friend tried to use her daughter’s credit card (card number: [protected]. owner: wei shi) to pay for it. after she sucessfully pressed the password of the credit card, her signature is stopped while the salesman told her that he thought she’s not the real card owner and he requested to use another credit card. thus there’s no signature on the first receipt with credit card **3245. my friend immediate to use another credit card (card number is [protected], the card owner is peiqing yu) to complete the purchasing.
Suprisingly, my friend received bills from both credit card with cost 248.46$ for each ! we soon called the bank credit card department of credit card**3245, the credit card department replied that there is signature on this receipt (see attachment img 0017. jpg). that’s quite unbelievable that we clearly remember that we didn’t put any signature on the receipt and the current signature is a english name not a chinese! the signature is definitely not done by my friend since she’s old lady that don’t know any of english!
we called bestbuy and send them many e-mails, but so far one month past already and we only got one sentence simply reply that ask us to local store to look it over! it's quite impossible for me while there's no local store of best buy in china and I was told by telephone service of bestbuy in china that this case is not covered by them while this happens in us!is that means that my friend can only pay twice for one laptop in such a big well known amarican it store?
We have no friend in us can help us to the store in us to make it clear. i've never been us before and I was told to help my friend for this case because my friend don't speek english and we all belive people in us is worth trust.
Pls conncet me via e-mail [protected]@qq. com or my phone number in china [protected]-[protected] if you can help me!
Thank you all in advance!

I wanted to buy my grandkids a Mac Pro apple computer my daughter lives in Oregon and I did not feel it would be safe to send so I found a store which was about three hours away from where my daughter lives we ordered the laptops. I called my credit card as I have perfect credit and I pay off my bill every month. We thought it would just be a matter of picking them up. Well after they drove for over 3 hours and got to the store even though it was ordered on line and we got an approval they refused to give her both of them saying it was my credit card. Well I found that hard to believe as I have had this card for years and never had a problem. Also I have a 20, 000 limit and this was only a 2, 000 purchase. So I called my credit card three times, spoke to the person at Best Buy was put on hold and was hung up on twice. We spent almost two hours going back and forth. Finally I gave them a card that was actually my cash on it and they took it. My bank said Best Buy keep refusing the order. Now I think 2, 000 is not a huge charge for a store like Best Buy but I will never buy anything from them again. We were going to buy a home theater system after Christmas from them with a large screen tv and sound system. But I will pay more if I need to but I will not step in that store since my money is not good enough for them! I am disabled and I have to do most of my shopping on line so I always call ahead of time and let my credit card know, I give them my personal codes and I have never had a problem before. So what should of taken 15 minutes to pick up an item that was already paid for ended up keeping my daughter out for 12 hours until she got home. So buyer don't waste your time at a place like this. I am posting my experience on my Facebook page and Linkedon, twitter and any other place I can tell people to not shop there. If they don't want to treat people decent then go somewhere else!

Dear sir,

I’m a consumer from china.

On november 26, 2013, at 7pm, I went to best buy (Montebello, ca90640, [protected]) to do some shopping, we told the salesman we want to buy the ipad air and he introduced us to buy ipad air (16g). I was pleased with it at that time and I bought it and its special pad pasting, but the salesman took advantage of my poor english and my little shopping time, he gave me the ipad 2 at last, and the pad pasting was for ipad air. Because of the time and my poor english, I failed to realize it. I paid for the product the salesman gave me, the ipad 2 and the pad pasting for ipad air, I didn’t realize he gave me the wrong product at that time, and I thought that I bought the ipad air that shown in the counter (The ipad 2 wasn’t shown).

When I came back to my country, I found that the screen display was not clear, and less clear than the display in best buy. I went to the apple store and finally realized that I bought the ipad 2. And I looked at the receipt and found it was ipad 2 on the receipt and realize that I was deceived by best buy, I bought an obsolete product.

It’s my complaint about the process that I was deceived in best buy, and I hope you pay attention to it and help me retrieve the loss. (I bought the pad pasting in the best buy, and bought the case for ipad air and another pad pasting through internet when I didn’t know I was deceived. )

I hope your good company investigate this matter and best buy can give me a sincere solution.
Your soon reply will be highly appreciated. Thank you very much.
My email : [protected]@126. com.

Yours sincerely
Long xuebo

My Story of Trying to Get my Batman: Arkham Origins Pre-Order

Firstly, let me state that I fully understand that mistakes happen. The imperfect human condition means that no person, company, or system will ever operate without at least a few hiccups. However, it seems to me that Best Buy’s atrocious handling of the shipping issues that have impacted the delivery of pre-orders for the PC version of the new Batman: Arkham Origins game goes far beyond the “unexpected error” realm and into the arena of utter incompetence in business operations. Here is my short story of trying to procure my pre-order:

1) I pre-ordered a copy of the PC version of Batman: Arkham Origins several weeks prior to the game’s release. My order was processed on bestbuy.com and I requested store pickup at the company’s Reston, VA location (Store #297).

2) I received an email confirmation one day prior to the game’s release date indicating that my order would be ready for store pickup the following day. At this point, bestbuy.com also indicated that my order had arrived at the store and instructed me to pick up my order as soon as possible.

3) The following day (October 25th) I drove to Best Buy Store #297 to pick up my order as instructed. I did not go to the store until later in the day – around 7:00PM. When I arrived at the store and provided the clerk with my order information and confirmation email, I was given nothing more than a puzzled look. Store staff proceeded to ignore my presence for about 30 minutes whilst various employees looked through their computer systems, paper records, and physical store shelves. I was given no information regarding what was going on and was simply forced to wait until someone returned to speak with me. I ultimately got the impression that the store staff was simply waiting for me to become frustrated and leave as they eventually gave up on trying to locate my item and went about completing other tasks and helping other customers. I eventually had to re-approach the employee to whom I had initially spoken upon entering the store to inquire why no one had returned with my order. He simply stated that my order could not be found and no one had any idea where it might be located. Ultimately, the best that the store could muster was to take down my phone number on a sticky note – they indicated that they would call me if my order showed up on a truck the following week. For the record, I have not heard anything back from Store #297 to this day.

4) After returning home from the store and reviewing my confirmation email, I became concerned about my ability to pick up the game from the store if it arrived the following week. I was scheduled to be out of town on business during the next week (i.e. this past week) and as such I would not be available to retrieve the item from the store. This worried me as my confirmation email indicated that my order would be cancelled and forfeited if I did not pick it up within 8 days after it had arrived at the store. Given that Best Buy’s systems were indicating that my order was ready for pickup, I could foresee problems looming in the near future and thus reached out to Best Buy via their customer service phone line.

5) After explaining my situation to a very disinterested-sounding phone representative and having little success in terms of getting him to understand my problem, I asked to speak with a supervisor. After waiting on hold for a protracted period, I was eventually able to speak with a customer service supervisor on the phone. After explaining my situation to the supervisor, she ultimately indicated that all she could do was to “suspend” my order in her system. She indicated that “suspending” the order would prevent it from being automatically cancelled by the system and thus would assure that my order would be held at Store #297 until I returned to town and was able to visit the store. Additionally, she noted that I would need to call back prior to picking up my order as it would need to be “unsuspended” by a phone agent before the staff at Store #297 could release my order to me. I agreed that this arrangement sounded fine and the supervisor further indicated that she would immediately send me a $30.00 gift card due to the trouble with my order. I thanked the supervisor and, after reconfirming that my order would not be cancelled (I adamantly wanted to ensure that I received the pre-order bonuses to which I was entitled), ended my phone conversation.

6) I then proceeded to wait throughout the week to see if I received a phone call from Store #297 indicating that my order was ready for pickup. As I previously indicated, no call ever came from anyone on Best Buy’s end. During this time, I ignored repeated automated emails from bestbuy.com indicating that my order was awaiting pickup and in danger of cancellation. Researching the issue online, I ultimately discovered a post on this forum (from “Matt-BBY”) indicating that store pickup pre-orders for the PC version of this game would not arrive in-store until “around November 2nd”. Given this information, I decided to simply wait until I received confirmation that my order is ready for pickup.

7) I returned home this weekend and have since continued to wait for a communication from Best Buy to confirm when I would be able to retrieve my order from the store. I have received no such information to date via any channel. Rather, even after going to great lengths earlier in the week to assure that my order would not be auto-cancelled by Best Buy’s terrible order systems, I received an email from bestbuy.com this evening indicating that my order has been cancelled and is no longer available. It is simple astounding to me – my much-awaited and paid-for pre-order has been lost, supposedly due to my lack of timeliness in picking up my order, even before the store actually received the product that I was seeking.

8) Just to add insult to injury, I have also not received the $30.00 gift card that I was promised as compensation for my troubles. A simply incredible display of stupidity, carelessness, and disregard!

Overall, I want to make it clear that my primary complaint against Best Buy is not the shipping delay that impacted their stores’ ability to fill pre-orders, but rather the company’s complete inability to effectively respond to and remediate the issue. It is just ridiculous to think that the company’s order fulfillment systems are so broken that they cannot manually suppress automated emails with incorrect information, update order statuses on customers’ accounts, or prevent orders from being automatically cancelled when the product is not yet even available for pickup! Perhaps even worse, why is it that Best Buy’s store, phone, and web support personnel are not able to get on the same page in terms of being aware of the situation and providing the customer with a consistent picture of how the problem will be solved?

My question for the BBY forum moderators is this: why should I (or anyone for that matter) ever attempt to order anything from bestbuy.com or one of the firm’s brick-and-mortar locations again?

Update #1:

Why is it that Best Buy’s order fulfillment systems have now automatically cancelled Arkham Origins PC pre-orders? Is no one at Best Buy competent enough to override the automatic 8-day store pickup window given the shipping issue and the fact that the orders are still not ready for pickup? THIS IS INSANE! Despite the fact that I received an email earlier this week confirming that my order would remain valid until picked up at the store (i.e. when it eventually arrives), my order was cancelled this weekend due to “non-pickup”. HOW CAN I PICK UP MY ORDER IF THE STORE DOES NOT HAVE IT? I visited the store earlier today and was told that they know nothing of the problem and that there is nothing that they can do. They tried to sell me a copy off of the shelf, but this is completely unsatisfactory and I pre-ordered the game and insist upon receiving the product that I was promised (including all pre-order bonus materials – case, codes, etc.).

Update #2:

A further even more infuriating update. I just spoke with a supervisor from 1-888-BEST-BUY. He informed me that at this point there is nothing that Best Buy can do – my order has been cancelled and I will NEVER receive all of the bonus materials that I was promised. He went as far to quote the bestbuy.com terms and conditions that Best Buy reserves the right to cancel orders at any time and for any reason. WHAT KIND OF CUSTOMER SERVICE IS THIS? Even worse, I was told that because the steelbook case is in the mail being shipped directly to me, this “partial order” was still valid and I will be charged $50.00 for the case alone! WHAT?!?!? I NEVER AGREED TO PAY $50.00 FOR A CASE! All that he could offer me was to place a new order for the regular version of the game and discount the price to offset the cost of the steelbook alone. This is completely contrary to what I was told in the store today by the MoD (he assured me that I would not be charged for the cancelled order even though I would still receive the case via USPS). The phone supervisor simply shrugged this off and informed me that, “Best Buy stores have no idea how our online services operate.” COMPLETE INSANITY! Is this company so siloed at the corporate level that they cannot even handle a simple pre-order shipping error? Ultimately, what Best Buy has done is cheated me out of the product that I ordered, charged me $50.00 for a product that was explicitly listed as free on their website, gone against their written word that their shipping woes would not affect the delivery of my product, and finally committed bait and switch in sending me the regular version of the game with no discount to speak of contrary to my confirmed order. This is the absolute last time I ever do business with Best Buy and everyone that I know will hear this story!