Best Buy
Reviews and Complaints

We've all seen the new kiosks Best Buy has installed in many locations from Airports to malls. I've always been intrigued as I've seen them at Best Buys way to try an reinvent itself. A sort of re-engineering of the Block Buster debacle. During many occasions I've perused the mobile accessory items sold in these machines. And much to my surprise the prices were/are the same as you would find at a store. Then on May 28, 2013 while heading out on a business trip through the Orlando International airport I had a few minutes to spare before boarding and gave in to the impulse buying urge and purchased a set of headphones. You know, the retro Dj style expensive kind that are all the rage these days. Chose the merchandise, swiped my card, opted for the email receipt and moments later I get my package. Well, I wasn't extremely happy with the headphones and decided to return them thinking I can go to my local Best Buy store and simply exchange them for a better set. Not true. When I printed the receipt and read it, I then realized these kiosks are managed by a third party (Zoom System), which has a "return the item only if it has a manufacturer defect" policy. To quote the receipt " Best Buys Express will refund purchase price and accept the return of the defective or unopened merchandise if the item is returned within 15 days of purchase".
So I called the customer service and was told the items sold at the kiosks are not synced with items sold at the store and could not be returned unless there is a defect. And I would not be able to do an exchange at a store. I was also told the return policy is advertised during the sale transaction on the screen. I don't recall this. And it's most likely the fine print EVERYONE bypasses.
I was not willing to take 'No' for an answer, so I went to my local Best Buy store and explained the situation. At first I was told I could return the merchandise. That's when I showed the customer service rep the receipt which states otherwise. She then disappeared to the back to speak to a manager. Upon her return, I was expecting the worst, but to my surprise I was issued a store credit. I was very grateful.
Buyer Beware! When purchasing something from these kiosks, think twice. Your local Best Buy store may not be as accommodating

Purchased an ASUS Notebook. On the 20th day it started to turn-off. No warning, just Off while I was in the middle of Any task. When I took it back to Best Buy, they then told me their Return Policy is now 15 days. I said it is a defective unit. No One advised me while at the store ordering this notebook that they changed, their, return Policy. They said since I bought their "extended service plan" I should bring it in for service. So I did. After a few days one of the Geek Squad Reps said he could not replicate my problem. He will keep it on "the bench" for a couple more days, but then he had to put other computers on to fix them. I said ok. After the two days he called and again said he couldn't replicate my problem. He then offered to send it out to another Geek Squad service center, however, he says "if they can't replicate the problem, they will CHARGE ME for their time. He had no idea what that charge could be. What kind of Extended Service Contract is that? If they can't fix it, I will be charged. I've Never heard of such a thing. I then requested a refund of my payment for a service contract. After a screw up with that and an extra two days, I finally was given my refund of $207.09 . So I am stuck with a defective notebook, rotten service, now no warranty service with them. Out $1, 377 and change minus the service contract refund. What a terrible misrepresentation of themselves. I therefore had to PAY to send it to ASUS under my year warranty with. Them. Frustrated to say the least.

I bought a 55 inch smart tv from best buy. Take it home turn it on an it's broken. And try to return it and the manager tells me they can't accept it. They will let corporate make a decision. Corporate tells me it's up to the store. Someone is lying I don't care they sold me a broken tv and I never want any business with this store again! I just got the complaint accepted by the BBB and have an article that stu will be writing in the Laguna beach independent paper about this. I believe this is highly illegal to sell a broken electronic and not issue a refund. Don't buy your tv from best buy in irvine! Everyone is saying go to costco or Walmart.

I purchased a computer on 12/24/12 at the best buy store in Burlington NC. This was a Christmas gift for my son. We opened gifts on Christmas and much to our dismay the computer had been used. However the store sold me this computer as new. On 12/26 I returned the computer to the store. Spoke with the manager who said it was a mistake. Store manager was not apologetic offered no reasonable excuse. He was actually rude. He offered s 20% discount if I choose to keep the item. I said absolutely not. I asked for a discount on a new computer. He said he could not provide a discount on a new computer. Can you believe the nerve. It is clear that this was a practice they have done before. Selling un suspecting. Customers returned items. Shame on you best buy. In addition to selling used items as new they don't stand by thief name. The manager was not trained in customer relations at all. I requested a refund and left the store. That was my last purchase at best buy.

I had purchased a Samsung Galaxy Note back on April 9th, 2012. At that time I had purchased the Product Exchange Plan. About 4 monthes ago issues such as i.) the phone crashes while in the video player, while in a voice call, if receiving more thean 2 texts simultaneously, receiving a text while in a voice call or simply not on the phone at all.
With my busy work schedule of working 12 hour days 7 days a week (1 full-time and 1 part-time) I was not able to take the phone to have it inspected. On Friday December 14th, 2012 I had taken the afternoon off to resolve this issue with my phone. Upon my arrival I was greeted by Heather, an employee at Best Buy Mobile. She inspected the phone for any visible chips, cracks and water damage. This inspection went on to the inspection of the battery. At theis time since there was noting visible she had suggested a factory reset. She assisted in moving pictures, videos and contacts to the SD card in the phone.
Heather had restored the phone to the original factory settings. She had then suggested to change thee SIM card as Bell had a new LTE SIM that will resolve all of the problems withe the phone. I had stated that there is no way a SIM card is going to remedy theose problems but she stood by her statement. I had then explained that if my cordless phone at home had issues, that me plugging the cord into the wall jack would not magically repair the phone. At that point Heather could not help me furtheer (guess it was me making sense). Mark, the store manager had come over and we had this conversation again and received this as an answer..."We just can't swap out phones whenever customers are tired of their older model" Interesting statement since nowhere in my conversation did I mention theat I wanted a new phone, just a phone theat I could rely on, even if that meant my phone being serviced.
So after I lost my *hit on the manager I traveled home and spoke withe a series of customer service agents when I called 1-866-BESTBUY and spoke withe an agent named Stephen and he offered his ID and wrote a detailed account of my "experience". He was disgusted and agreed withe my sub-par customer service experience. I then spoke with another customer service agent named David out of Kingston who told me all the steps that should have been taken to check the phone and agreed once again theat the Best Buy Mobile in Quinte Mall had truly dropped the ball theis time. He had suggested to write my experience to head office, so I did. I received an email stating that my concerns were sent off to the appropriate office and that it would take 2 business days to respond to concerns. I waited 5 days and still no response.
My conclusion to this is theat there is truly nobody to address my concerns to the phone issue and the customer experience. What now? Well, a wordy email to head office and contacting the Ombudsman. What else can I do? I even went to purchase an LCD flat-screen TV and theere is just no way theat I would buy anytheing again from Best Buy or Best Buy Mobile or even Best Buy On-Line!

Went to Best Buy to purchase a keyboard as a Christmas gift for my son. Their price $249.99. I checked online using the phone I had purchase at the same Best Buy and saw that Guitar Center (a larger retailer of musical equipment with a location in Columbus) offered the same item for $50 less. The customer service rep stated they would only match price for major retailers with a local store. I wonder if a Best Buy store in Columbus would also refuse to price match (although I'm not going to waste my time checking that scenario out). Since I work in Columbus I'm buying the item from Guitar Center in Columbus.

My only regret - not getting a picture of the Best Buy customer service rep standing under the stores Price Guarantee and refusing to do honor. I'll think twice about shopping at Best Buy again. Duane B

I bought a sprint phone on october 17 2012 from above best buy. Sprint has a 14 day buyers remorse period and today october 21, 2012 i attempted to retiurn the deffective phone to them and end my contract only to be told that i was in their system for to many returns and they refuse to refund my purchase and i will have to pay a etf to sprint for 350 dollors. This is unexcusable as i was never warned i could not make any more returns and this is a violation of their contractual agreement with sprint. I plan on trashing them across the country and filing a complaint with the bbb and sprint if this is not took care of. Do not do business with best buy or you will be sorry they lie invade your privacy and are just lo down. dave rosenberg [protected]

Bestbuy Contest sent me email telling that I won $1000 gift card. They asked me to pay taxes during 24 hrs if I wanted to get the prize. I did everything they asked me to do. It was a big mistake. I got nothing and simply lost money. It is waste of time also.

Theif used my banking information to purchase products from best buy. My debit/credit card from td bank was used for tranaction. It was also used at wawa prior to the best buy purchase. I want to know which best buy branch merchandise was purchased from, time of purchase, who did the transaction (I'm sure it was probably an inside job) servillence should be available to track down the theives who are behind this scam. Due to these transactions my banking is now charging me for overdraft and insuffient fund fees which I am disputing.

When I purchased the computer, purchased the warranties for soft ware, hardware. I renewed during the 30 day grace time, and almost immediately 2 of the USB ports stopped working. Took it to Geek Squad who informed me I didn't renew the warranty for the hard ware (Black tie), and gave me the number to call. I called, placed on hold while 'Jamie" searched several times and finally told me they "chose not to renew the warranty for the Black Tie" therefore I would have to pay. Why did they not renew, or tell me they weren't? Asking innocently, did they know the ports were about to go-after a year-and therefore saving them costs?

Best buy hagerstown, md is the absolute worst in customer service…and they sell defective product and make you feel like it is your fault. I have never been treated so bad before starting at the store and going all the way up to the corporate level.

I purchased a laptop at the best buy in hagerstown. I also purchase geek squad package, that I was lied to about what you get with this package from the best buy in hagerstown, md. 1 month and 3 days later the computer caught fire, I had to take a day off work that turned into 2 because of best buy in hagerstown, md. I got nothing but attitude from customer service and was made to feel as though this was my fault. I finally was able to trade in the computer that caught fire for another one that was $50. More, I wanted them to get my work off the first computer; put it on the second computer and they wanted to charge me $100.00 for that…

First of all I was told by the sales guy that I purchased this geek squad package and that was suppose to be good for that?. The manager at the customer service told me that wasn’t included in what I purchased and basically condoned their sales people to lie to make a buck and rob the generally public.

I got the second computer home and it didn’t work. I was told by customer service that if something is wrong with the second computer that I would have to contact the manufacturer because I used up my return ratio? I called best buy customer service headquarters they claimed that all will be fine, I can bring the computer back they will back up the work from the computer that caught fire without charging me today!

Now keep in mind that I have 880.00 dollars tied up in this computer and 2 days lost work which is an additional $400 and a month worth of work that is still on the hard drive of the computer that caught fire.

I was told by jeff winkleman from best buy head quarters that I can go back to the store and they will fix this situation and back up my new computer with the past month worth of work today. Well that didn’t happen… I was told that it would take 3 to 5 business days and jeff winkleman wouldn’t answer his phone after that. Thanks for nothing best buy hagerstown, md. They cost me a month of work that I can not recover and 2 days missed pay. And I will tell everyone that will listen what they did.

I asked them to do credit check on me they said I was denied I went to source Circut City was approved there on spending cap got my line and phone. I dont get how they can denie? but anyhow thanks source Circit City how now is Bell. I lve my unit and plan. Rod Peterborough

We purchased an HP computer plus additions to the tune of just under $1000. My husband returned later in the day (1 trip, 1 computer) with our old computer for data transfer purposes explaining to the “geek” that he had music notation files that had to be transferred – years of composition work it was vital not to lose. On Sunday he picked the computers up (1 trip, 2 computers) only to discover that his files weren’t there.

Back to the store he went (1 trip, 2 computers) explaining the problem to the “geek” – computers to be ready Monday. No word on Monday. On Tuesday he went back again (1 trip, 2 computers) only to find that, once again, no files. At that time I called – I was very angry – my husband hadn’t slept in 3 nights thinking his work was lost. Getting no results from the sales person I asked to speak to a manager.

I was livid by this point and asked that someone come to our home and take care of the matter rather than have my soon to be 75 yr. old husband to haul the cpu’s once again. I was told, in no uncertain terms that since we hadn’t paid for at home service they refused to do that. His manner was rude (again, I was very angry) and he offered no consideration.

So – once again, my husband took the cpu’s back (1 trip, 2 computers). On Wednesday we were told the computer was ready. (1 trip – 2 computers). Got it home only to find out we couldn’t get icons – just the Window’s blue screen with bubbles. Called again and was told to bring it back again (1 trip there and 1 trip back with 1 computer – a simple fix that after time on the phone should have triggered an oh, yeah, only 1 plug needs to connect the monitor.

Will I ever purchase another item from Best Buy? What do you think? Will I tell others and post this on my facebook page? What do you think?

I went to the Best Buy in Niles Il. last night to return an unopened wirreless router with my receipt in hand. After speaking to a sales clerk and then the manager of the location I was informed that because I hadn’t returned it within 30 days of original purchase(it was 34 days)there was nothing they could do! I would’ve even been happy with store credit! I will NEVER shop at Best Buy again seeing that they have such a policy. They have no problem taking your money but they will not stand behind it for more than 30 days! If I ran my business like this in these economicaly tough times, I would be out of business!

I bought a 40 inch lcd 1080 tv only two years ago from best buy, and it already has problems. When I turn it on the center of the screen is very dark, and it has horizontal lines moving throughout the entire screen. after about ten to twenty minutes it clears up, but that is unacceptable. I have a projection screen that is eight years old, and has about three times as many hours on it has no problem. The reason I spent the extra money to buy a samsung was because it was supposed to be the best buy, top of the line technology out there and I am very dissapointed that I have a two year old tv that does not work correctly.

Approximately 60 days ago I purchased a Netgear DGN 2200 DSL Modem/Router at the recommendation of the Best buy sales person. I didn’t buy the most expensive nor the least expensive. I have a 7Meg DSL line from CenturyLink and I get 5.86 MBPS download and 0.03 upload… I contacted CenturyLink and they say it’s good to the modem and that I should contact Netgear… I spoke to Netgear three times and can’t get the speed increased and they (Netgear support) told me to take it back and get another Router/Modem…I contacted Best buy in Broomfield, Colorado and the customer service rep offered to “recycle” the Netgear DGN 2200 for me (no refund or credit) and sell me a new “ActionTec DSL Router/Modem…Thant scustomer service at it’s best and will certainly make me want to go back again…

Best buy talked me into getting geek squad ins besided the one i had with virginmobile cause it benefit cause it covers any damage. Also talk me into getting screen shield cause with my insurance if i ever had to use warranty or upgrade the phone they will replace the shield at no cost. So when that day cane they told me i had to buy a new shield and instalation..wow they did run me good game to buy it the first time.then when i contact corp they say there sorry noffer a 20dollar gift card to replace the shield but leaving me still pay for installation.great way of still getting a great customer.look into my rewards zone account and see how i shop there.

I hope someone from best buy can find the time to return my email, because I would like to know how to fix this tv without spending a ton of money, because I already spent a lot to buy this one.

On [protected] i went to best buy/ G SQUAD to service my computer because a virus erase all the data in my computer and within erase two book that took me a year to write the recommend me to do a data recovery level one with a cost of $249.99 at the store to recovery my documents but they did not have success and then they refer me to a third party i left my computer and they shipped to the third party they contact me by phone and offer me a data recovery level two they did a data recovery an sent me an email with the approximate cost of $499 to $658 + tax.

I accept but my expectancy fails and the recovery where a whole bunch of codes blank pages and many different formats that no one could ever see the data they sent the computer back to the third party to check the computer and the external hard drive but they came up with a level tree solution and $1000.00 down payment with it i accept because i really like to recovery my documents they did a data recovery level tree and sent my computer back but this time the computer did not work anymore the external hard driver never show up any recovery data until still not showing any and they had $1700.00 on their pocket i contact the local office of G Squad At Best Buy for resolution.

They contact the third party the third party send me and email apologizing for the job performance because they discovery that they make a mistake this is what they wrote on the email NOTE) We made a mistake with charging you for your recovery. Your recovery came back as a level 2 and not a level 3. This means we owe you a refund. You will be refunded the entire $350 remaining payment you made as well as $750 from the $1000 lab fee. In order to do this we simply have to have you confirm the refunds with our billing department.

They return my money back to my account at Chase but when i receive the external hard drive the problem continue no pages show up when we open the pages was in blank and the external hard drive show a lot of system files most of the files were corrupted or damages a BIG SCAM a return my hard drive to the store Best Buy 504 to get my complete refund but did not refund my money CONCLUSION i have been charge hundreds of dollars to get my data recovery, they trash my computer damaging the hard drive, nothing show up on my hard drive a this point after 5 month later and on top of it the have not return my money.

When I first got my best buy credit card I asked the representative if it would be a hard inquiry on my credit. The representative said "No not at all". When I checked my credit it was a hard inquiry on my credit. It is a store credit card and not a visa or mastercard; therefore, I don't believe it should be a hard inquiry. Being young, this bothers me because soon I'd like to have other inquiries that actually matter and don't look bad on my credit. When the first payment was due, I never got a bill or a card. Still have yet to receive an actual card in the mail. I called the customer service number and they stated they couldn't give me my account number, but they could take a payment over the phone for $25.00. To make a payment online with the account number is free. I explained to the representative that I never received a bill and he told me my payment wasn't due for a few weeks and that he would send me a duplicate statement. When I received the statement I made the payment online with no troubles. This last time I made a payment online, the payment never actually went through. To my knowledge, it did. I then received three phones calls on a Saturday, no voicemails, from their collection company. I was only 5 days late on the payment that I thought that I had already made on time, actually early. I explained to the representative that it was annoying to receive 3 phones calls in a matter of hours, one of which was after 8:00 est. The representative started to give me this speech about the laws they have to abide by and how they cannot leave voicemails, but they can call until someone answers. I work for a company that has similar laws and we cannot call after 8:00 at all. Also, we do not call until the person answers. We call one number once a day every few days. If a company calls, they should leave voicemails. If they don't, I don't know who is calling or why. Also, the fact that when the representatives do call, you can hear about 4 other people in the background on the phone as well. At least get an office that doesn't sound like a call center, it sounds more professional. Do not get a best buy credit card if you can help it. They are the worst credit card company I have ever had to deal with.

I am writing this as a faithful customer of BB for over 20 years. Every single electronic device in my house and husband's business has been purchased from BB. This would include:
4 desktop computers
3 laptops
printers
bose deck speakers
stereo system
and over the past 2 years I replaced 5 tvs with flat screens

I always buy the black tie extended warranty.
The last laptop I bought was in 2009, it was a gateway that cost me 399 + 129 black tie (2 yr).
This past month the computer started over heating and shutting down. I run a cooling unit under all my laptops, so I figured it must be a fan inside or something.
The 2 year black tie expired in 2011. I went to the Geek Squad. He checked it in and documented it was there for overheating. He booted it up, asked me for my windows password, typed it in and the computer turned on with no problems. There has been no other problems with the computer.
It is usually after running for hours that it shuts down, once cooled off it would always turn on.
I checked it in at North Olmsted BB in Ohio on March 28, 2012. The geek guy sold me customer support for 279.00 and told me that repairing the computer would then cost me nothing. So like a fool I bought it.

On March 31st I was called and informed that the key board was broken off. I thought they were looking at the wrong customer's laptop. They told me that it was totally broken off from the mother board and was not working. I told them when I dropped it off the keyboard was fine and I never ever had any problem with the key board whatsoever.

I also was informed that the customer support I bought does not fix hardware. I went down to the store on Sunday April 1st, the next day to ask to see my computer. After turning it on there, I discovered I could not even log on to windows as the keyboard did not work. (The tech guy checking it in 3 days earlier logged on to the computer as the keyboard was working when I dropped it off).
They then procededed to tell me that the computer was tampered with and accused me of opening it and breaking the keyboard clip where it attaches to the motherboard!

I can't believe that they turned this around accused me of doing this when I have no knowledge at all of how to do this and never did it! I am so sick to my stomach as I am writing this. I asked for the manager who refunded me 210 of my 279 customer support. After continual talking he refunded me another 69.99 which was the cost to analyze the computer.

They offered to send it in to have the keyboard and motherboard fixed at a cost to me. This is not right!
They showed me a scribbly record of each technicians documentation of what they saw. And it says that someone tampered with it.

I am very upset about this. It was one of them that "tampered" with it prior to whomever logged in their documentation. My keyboard was in perfect condition when I dropped it off. I dropped it off for overheating!

I am now out a 399 computer. Best Buy should of admitted that the keyboard attachment broke off during their repair and offer to refund me 399 towards the purchase of a new computer. I would have put more money down to get a computer. I ended up walking out of there with a broken computer. And a committment to never, ever purchase anything ever again from BB and to make this situation known to every person I know via facebook and utube and any other way.

BB does not treat it's faithful customers honestly. Someone there broke it and probably put it back together quickly until another tech guy opened it up and discovered it. No one there wants to take the blame for it !

Please respond to this email. I would like to know what you as CEO think of this! I told the geek guy how would he feel if this happened to him? His response was that he would not have to take it in to get repaired as he knows how to do this himself.

I understand things can happen when making repairs, but BB should not accuse the customer of breaking it! This is preposterous! I am sickend by this

I bought a dell computer on July 27, i15rn5110, and that week when I tried to use the internet it didn't work, so I called Dell and 3 hrs later they still couldn't get it to work, so the next time I was home, labor day weekend. I called them again and an hr later Dell got it to work as long as I was sitting beside the router. I'm truck driver so am gone alot, the next time I was in town and able to get back to the Mesquite store was last Monday, they said the computer had a defective internet card and too bad for you luck.

They wouldn't exchange it but sent it to Dell to fix and said I might have to pay. That isn't going to work, I will not pay for a defective computer that they should be exchanging since they sold it. What kind of store doesn't stand behind the products they sell? If they won't exchange it then they better pay for the repairs. I will NEVER shop at Best Buy again!