Best Buy
Reviews and Complaints

12/13/2010: I bought a $900 lap top at Best Buy yesterday. When I took it out of the box I saw that the bottom panel was warped. I went to go bring it back today. It was determined to be a factory defect. Best Buy kept $100 of my money since there was a "'service" performed when the geek squad pre-loaded virus protection on it. When a computer is purchased at Best Buy there is an option to buy it already set-up. This is considered a "'non-refundable service" by Best Buy. The right thing to do was to fully refund my money on a factory defected lap top that was returned within 48 hours. I lost that service when I had to return a factory defected lap top so I deserve a full fund. This is a nasty trick done to the consumer. Also it was a HP 6-3155dx/core 13. Letters will go out.

Went to store purchased camera $650.00 and tv $500.00 dollars. I was sold wrong memory card for the camera. Went back with the cards opened and walk strait through the store to the sales person that helped me . She gave me the correct cards and I looked at some other items. Went to exchange them and when I did they called me upfront and accused me of stealing the cards that I was returning . Basically told me to confess or they would call the police. Because when I went in the store they did not mark it returned and as far as I know there is not a sign telling you to do this. As I was waiting for the review of the store tapes I was standing in the front of the store still be accused of theft because they were stating that they saw me opening the package. No tape found no apology and the worst part still thinking I took the items when I left.

Horrid store, horrible experience!

Oh man, where to begin? Can someone please explain to me why there is no sign in the store telling you where to go to pick-up your online order (it's not the customer service desk, it's actually near the back of the store)? Do you know how many times I've stood on line at customer service and watched people wait (as I did the first time) to pick up an item, only to be directed to another line somewhere else? Put up a sign!

And why isn't there a sign explaining that if you are returning or exchanging defective opened electronic merchandise, you must actually wait in the Geek Squad line (not the regular customer service line) so they can look at it there before they'll agree (or not) to a return/exchange? Put up a sign!

Also, why are the Geek Squad employees here so supremely unpleasant? Actually, I only dealt with one, but he was the King of Jerks. The computer I brought back was defective - a call with the manufacturer determined this, but the employee still wanted to charge me a restocking fee.

Actually, I think that I may have even been given a used computer, since there was no computer set-up process, only Windows registration, the hard drive had already been partitioned peculiarly, and there was no white sticker on the box which they put there to determine if the box has been opened or not. And I paid for a new computer, not refurbished. I had to argue with this guy for 20 minutes, with him telling me that all netbooks were like that, that why did I need more space on the C drive anyway, and was I sure that I hadn't actually messed it up myself? He actually asked me that, with a truly condescending smile.

I told him I wanted to speak to the manager. He finally came back and said I could exchange it with no fee, but if the next computer was like that, then there was nothing else I could do. Well, as it turns out, they were out of stock, so I opted for a refund. Guess what? Their computer system couldn't process returns for online purchases at that time, so I had a bad computer that I couldn't exchange or return. I had to drive to the Best Buy near my home, where the people were very nice and also couldn't do the return process the usual way, but managed to do it a different way, which they said the Long Island City store could have done too, and didn't have to send me out of the way for nothing.

By the way - I went elsewhere and got a new, different computer, same manufacturer (they use the same setup process on all their netbooks), and this time there was an actual set-up process, like there's supposed to be, and a white sticker on the box, like there's also supposed to be. Still think I messed up the first time, Geek Squad guy?

How much do I despise this store, and especially its King of Jerks Geek Squad employee? If my life depended on it, I still would never go back there again. Not for any great deal or bargain or location convenience. Not. For. Anything. Ever.

P.S. Put up a sign!

I went to the Best Buy, store number 119, in Costa Mesa, on November 26, 2010 at approximately 11 A.M. to buy some DVDs. I stopped by the computer section to ask the employee if there is any laptops left. Turns out they have a Toshiba C655D-S5089 SKU:1401694 in stock. The employee whose name was John then informed me that there is a service fee of $80 attached to the laptop because of some "optimizations" that Best Buy did. I informed John that I was not aware of said "optimization" on the Best Buy ad, or on bestbuy.com. I also told him that I bought two laptops from Bestbuy approximately six months ago and they were able to take the "optimization" off upon my requests. John promptly told me that the policy does not apply on Black Friday and that if I do not purchase it someone else will. I informed John that what Best Buy is doing constitute false advertisement, this bait and switch sales method is illegal in both State and Federal laws. I ask John that I wanted to speak to the manager. He promptly lead me to a young lady clad in a black shirt that gave a huge attitude toward my predicament. She said if you do nott want it there are others that will take it and then dismiss me. At that point I began searching for the store manager.

I ask another young gentleman what is the store number and the name of manager in charge of everything. He said he can not give out the information. I told him that this is for a complaint and if he does not tell me I will find someone who will. He then promptly told me the store manager is Jason Benze which I soon find out was a lie. I went to the exit toward one of the employee wearing a yellow shirt and asked for the store manager by the name of Jason and he looked completely confused. Another Best Buy representative walked by and identify himself as the store manager, I asked him for his name. The manager told me its Micheal but then pause half way and ask what is this concerning. I told him what I told John and that I will be complaining to corporate. He told me that he will call the manager in charge of computers which has the final say.

The manager identify himself as Nathan Mayers and repeated what John originally said. I asked the manager if the laptop has been open, if not he could just take off the packages. He told me that the laptop has been open to perform the "optimization." I told him that I was not made aware of the condition by the ad, bestbuy.com, or any of the Best Buy personnel. I informed him that trying to sell pre-used items as new without marking it as such is unethical if not out right illegal. If the customer wants the service he or she should be able to opt-in and be informed that his or her laptop will be open and service. He told me service was performed by trained and certified employees. I told him it doesn't matter you can't sell opened items as new without informing the customer. I also asked for the credentials that qualifies his employees to service the computers because now I am worry about cosmetic defects, void warranties, or even the wrong item. He reinstated that the employees are certified by Best Buy and refused to produce the documents that I requested as if I was to take his words as truth. I told him there is nothing on the box to identify who service the computer so when it breaks upon opening who do I blame; what if the employee switch the power adapters by mistake and break the computers; what if the employee installed malware or spyware and steal people's personal information because they did not know that their computer was tamper with by uncertified technicians. I asked him: is Best Buy responsible for agreement with Microsoft and that anything I do to infringe that agreement is actually Best Buy's fault. He became more and more defensive and asked what would I like him to do. I said: since Best Buy did the "optimization" and I do not want it, there is a way to restore the computer to its factory condition by the manufacture either by disk or a partition on the hard drive. I told him I would overlook the opened nature of the laptop and I will not be getting any service that I do not need because of the restore process and I will wait. He told me that it was not possible, you cannot restore the laptop, which I knew to be a complete lie. According to the user manual taken from Toshiba's website1, on this particular laptop on page 59 one can restore the computer to its factory condition. He told me that if I was willing to wait till the end of the day and if no one buys the laptop with the plan he would sell it to me for the price promised on the ad. I informed him that idea was ridiculous, the laptop is on hand, I am here, this store is not an auction site, I should be able to buy the laptop as promised by the Best Buy ad and bestbuy.com. The manager continues to say that it is reserve for customers who will pay the extra $80 fee first, if no one buys it at the end of the day I can have it at normal price. I told him that I will complain to corporate, the FTC, the BBB, Toshiba, Microsoft, and the local new channel. I walked out the store at 1PM.

I understand that John and the Manager by the name of Michael was doing their jobs and was perfectly professional with me, I cannot say the same thing for any other employee I met at the Best Buy store in Costa Mesa.

I have a certificate of $10 and another one of $5 that I am trying to use to purchase a movie that cost $9.99''home of our own''. Unfortunately, because of your messed up way of doing business and being very tricky with you customers I cannot purchase that movie even if I was to spent $15 on a movie that cost $9.99 and lose $5.01 . I been looking for an hour on bestbuy.com to find something that will even to $15 but of course YOU made sure that I wont find anything! You guys are absolutely ridiculous and because of this I will never ever buy a thing from your store again.

Have a happy Thanksgiving!

This company activated a credit card that had not been active for almost 2 years, never told me I owed them the annual fee ($69) on a cc with a $300 limit, give me a break. When I contacted them they told me they would cancel the card and all the fees "LIE". Now i have to deal with them on this when I didn't even activate the card. This should be considered a stolen card!

If you purchase something from Wal-Mart, Sears, etc. And you return the item with the receipt, they will give you your money back if you paid cash, or credit your account if paid by plastic.

Well, I purchased a GPS for my car:
a Tom Tom XL.S from

'Best Buy'.

They have a policy that it must

be returned within 14 days for a refund!

So after 4 days I returned it in the original box with all the items in the box, with paper work and cords all wrapped in the plastic. Just as I received it, including the receipt.

I explained to the lady at the return desk I did not like the way it couldn't find store names.

The lady at the refund desk said, there is a 15% restock fee, for items returned. I said no one told me that.
I asked how much would that be. She said it goes by the price of the item.
It will be $45 for you.
I said, all you're going to do is walk over and place it back on the shelf then charge me $45 of my money for restocking? She said that's the store policy.
I said if more people were aware of it they would not buy anything here! If I bought a $2000 computer or TV and returned it I would be charged $300 restock fee? She said yes. 15%.

I said OK, just give me my money minus the restock fee.

She said, since the item is over $200 dollars, she can't give me my money back!

Corporate has to and they will mail you a check in 7 to ten days.! I said 'WHAT?'

It's my money! I paid in cash!
I want to buy a different brand..
Now I have to wait 7 to 10 days.
She said well, our policy is on the back of your receipt.

I said, do you read the front or back of your receipt? She said well, the front! I said so do I. I want to talk to the Manager!

So the manager comes over, I explained everything to him, and he said, well, sir they should have told you about the policy when you got the item. I said, no one has ever told me about the check refund or restock fee when I bought items from computers to TVs from Best Buy. The only thing they ever discussed was the worthless extended warranty program.
He said, well, I can give you corporate phone number.

I called corporate. The guy said, well, I'm not supposed to do this but I can give you a 45 dollar gift card and you can use it at Best Buy.

I told him if I bought something and returned it, you would charge me a restock fee on the item and then send me a check for the remaining 3 dollars.

You can keep your gift card, I'm never shopping in Best Buy ever again, and if I'd been smart, I would have charged the whole thing on my credit card! Then I would have cancelled the transaction.

I would have gotten all my money back including your stupid fees! He didn't say a word!

I informed him that I was going to e-mail my friends and give them a heads-up on the store's policy, as they don't tell you about all the little caveats.

So please pass this on. It may save your friends from having a bad experience of shopping at Best Buy

It's true! Read it for yourself!

After five telephone attempts to connect with the Magnolia Center at Best Buy, I got into my car and drove to their location. The store was relatively empty with many blue-shirted Best Buy employees talking among themselves, laughing and enjoying the night in retail.

I stood in the Magnolia Center for about ten minutes before I walked to the front of the store and asked a salesperson/guard checking receipts if he could help me. He told me that he could not and suggested that I go to the Magnolia Center and wait for a customer service rep to help me. When I explained I just came from the Magnolia Center, he said, try again.

I did.

This time, I caught the eye of a sales person who said he would be right with me. I was patient and sat watching television, until I realized that the DVD was coming to the end, and my salesperson was no where in sight.

I asked another salesperson if she could help me and she said she was going to break and would send someone over to help me. So far, I was in the store about forty-five minutes when I got the idea to call the store from my cell phone and see if anybody would answer.

So, I phoned and was told that everyone was busy but eventually someone came on the line and told me that he could not help me with a service call because I would have to be in the store to sign for the service call. When I asked were he was standing, he said he was in the store. When I told him so was I, he hung up the phone.

Here are my two complaints: first, why should anyone have to travel to Best Buy Dedham to have a service call on a complete entertainment center they installed. It seems to me, if I were a valued customer, I would be treated like one and not like some common criminal who is trying to hustle them for a "free" service call.

Secondly, when you lie to a customer you run the risk that the customer may just know as much or more than you do. I know that my customer service rep was lying to me because as I was leaving I overheard him in the corridor, directly behind and to the side of the Magnolia Center tell a fellow employee, "You won't believe the &^%$ hole who called store from in the store. )(*& him! He can wait forever."

Well, I hope if you're in the market for a new television, or entertainment center you consider every other place in the universe before you consider Best Buy. One thing is almost certain, you'll get better service from almost every other place in the universe than Best Buy.

I purchase an LG washer and dryer at Best Buy. After four months, the dryer broke. Wouldn't power up (fancy model with bells and whistles). A machine four months old should not break and should replaced. Although I was on the phone for 5 hours with their Cust. Service and "Consumer Affairs" I was still forced to wait three weeks until they received a part and had their contract service come and fix it. With three kids that really sucks.

I am complaining about the late fees that they charged me on my most recent statement, claiming that I didnt pay for the month of August. I call them and told them that my account in fact says that I paid them $50 for the said month. I gave them the date when the money was cleared and the check number that I paid them with. I also provided them all my check information. They told me that they'll fix everything in 14 days. I thought everything way fine already until they told me that they're not gonna be able to take the late fee charges off of my credit card because it is I who failed to put the account number on my check when I paid at a best buy store. first of, I never put credit card numbers on my checks, I never did in the past and it never caused me trouble. second, I paid directly to best buy. I was there, and I physically handed them my check. If anything, they should have told me that I had to write down my credit card number. I hate making accusations, especially creating conspiracy theories, but this is exactly why people become leary of big businesses because we feel that no matter how much we try to be honest and of good character, people with money will always find a way to dupe us, so they'll make more money at our expense.

I had the repair department of the St, Catharines Future Shop store actually go in and remove my hard drive and have it destroyed. The claim by future shop was that according to my warranty my hard drive should have been backed up. The warranty says nothing about the removal of any part of my computer. Future Shop blamed Apple Canada for removing my hard drive but Apple Canada has told me that not only is that not their policy but they can find no record of my computer being repaired. All this because I had lines on the screen. I have found out that Future Shop does have an internal policy regarding repairs that nullifies their warranty agreement. If someone tells you to read the warranty, it is totally worthless. My suggestion to all who have complaints against Future Shop/Best Buy, is to submit an on-line complaint with the consumer protection branch of the ministry of consumer affairs. It will take five minutes and they will investigate the matter for you. Nothing will be done until enough complaints have been submitted. If you would like to e-mail me your complaint, I would be more than happy to take them to Peter Kormos' office personally. His office is in my home town. I will hand them over to them myself. Peter Kormos is a board member of the Consumer Protection Board for Ontario.

I bought a Toshiba laptop and it came with a free 6 month Webroot Spysweeper with AntiVirus Product. I wasn't going to use it however I just took the CD (never installed it on my system either). At the checkout, they needed my card to activate it (in hindsight I never should have swiped my card, so I can see being flamed for that, but I figured "I will just call and cancel it" and be fine) and then I paid for the laptop.

Fast forward three months later, I call the 800 number and cancel the subscription for it so my card would not be charged $41.99.

Forward three more months later, I notice during a check of my checking account, that there is a $41.99 hold on my funds. I look and see its from Best Buy (whom I canceled the subscription with three months prior!). After being on hold for at least ten minutes, I finally got to talk to an actual person. I told them about the situation and that it "will be canceled and refunded". A week later it was not refunded so I filed a dispute with my banking institution.

To whom which may concern:

3 months ago my brother and my dad went to Best Buy store in Bellevue and looking to buy an iPad. The associate bring up the transaction. When they pay for it with the Best Buy gift card then the manager of the store pass by then told the associate stop the transaction. The manager then running somewhere and leaving them standing there for 10 minutes. When he came back he told them he calling the police and they will be arrest. Other employees at the store were suprising because their manager act. My dad and my brother walk out the store and go to the Home Depot next door.

Later on, 4 police car arrived and the manger went with them to the Home Depot. They calling on the public speaker to looking for my dad and brother. Finally, the police took them out in front of Home Depot, pushing them againt police car. Police took their ID and start writing trespass notice. My brother ask police reason why and police didn't answer. Police told them to shut up and stand around them like they were violent criminal. There alot of shopper watching and police and best by manager humiliate my dad and my brother.

I'm arrive at the scene and asking police why they detained them, police told me not to interfere with their business.

Police finally finish write up the trespass and ask them to sign. They refuse to sign and they gave them the notice and pushing us to leave or they will be arrest. There was four police car at the scene and only one best buy manager was there. The best buy manager point his finger to my dad and brother while telling police his story. He looking at my dad and my brother like they were tetorrist.

When they came home, my dad was so depressing and humiliate, he got the history of high blood pressure and he had to go see the doctor after the incident. He took a week of from work and couldn't eat and sleep.

My brother contact Best buy customer service and didn't get any answer from them. They even refuse to talk to him.

Yesterday, Aug 14, me, my sister and my mom went to the same store and looking to buy ipad. The associate bring out one and we ask for another one. They refuse to sell 2 ipad and when I ask why he radio the manager. They have more than a hundred ipad instock at that time. The same guy manager came out and not even talking to us, he saw us and going somewhere. We then leaving the store and I saw the manager was stalking us when we walk thought our car.

Police stoped us on the road and asking ID for everybody in the car which is four people. Police told me that best buy manager ask police to write up trespass notice for every one of us. Even for another brother sleeping in the car while we went to best buy store.

Police told us they just doing their job and we should go seeking some legal advice for best buy action.

Now my whole family were humiliated and we're all depressed.

We're customer not criminals or thiefs. The way best buy manager treating our family were so violent our civil rights and racist based on us are Vietnamese. We went to their store to buy the product not to steal it and we paying for it! Even police agreed with me that it not make senses for us to get the trespass and best buy manager using his giant corporation power to again us: Vietnamese people.

The reasons for trespass written: disorderly conduct or caused a disturbance.

I'm seeking for legal advice from law firm, we're willing to pay for legal expenses to sue that best buy store and their manager.

We're later went to a different store and buy 4 ipad all together. We have the receipt with 4 ipad on one transaction. It showing proof that manager at best buy Bellevue are racist, violated our rights and wrongfully doing business practice.

We're seeking to dispute the trespass notice and contact media, local news. This story had been posted within Vietnamese's online community. This won't be looking good for best buy and their stock holder. If customer no longer shopping at best buy, soon it will follow "Circuit city".

Regards,

Nguyen's Family.

I had to take my daughter's camera in for repair. I was told I could have the camera shipped to another Best Buy location when the repair order was complete. I was in Lincoln for a family event and this is why left it there. I figured once the camera was fixed I could have it shipped to Omaha or Sioux City. I called the Lincoln store and I asked if I could have the camera sent to another Best Buy that is closer to me and I was told no. I have to go to that store to get the replacement because the original repair order was done at that store.
I get so tired of these companies who tell you one thing and then someone else says "oh no that's not correct, this is how we do it". I have worked in retail for many years and I understand there are certain procedures that have to be followed, but come on, it's a phone call to another store for them. Now instead of driving 1hr, I have to drive 2.5hrs. I won't be doing business with Best Buy again.

I purchased a washer on Best Buy website for what seemed to be a good price, the only drawback was this item being a special order with unusual waiting period before the item would shipped.
After waiting for more than 2 weeks for its delivery, I've decided to call their "customer service"
I have been dealing with useless representatives on the phone for the past 5 days now to find out the status of my order, it is the same ordeal over and over every time you call:" We need the order # and your name and your address, blah, blah, blah"
And every time they come back to me with pretty much nothing like oh it shows your order has shipped and you should be getting it soon, the delivery company will be contacting you soon, it shows in our system that this item has been delivered(!), the list goes on and on and on with the clowns on the phone.
When I tell them that being without a washer for 3 weeks is not fun and I want to cancel the order to go directly buy one at the store, they say I will be charged a 25% restocking fee!
WTF!
What a joke of a company all together, these people take your money and could care less about what goes on afterwards!
Stay away from online orders altogether or you will be sorry.

Dell inspiron 8600. 1mb ram, 60 gb 7200 rmp hard drive. Error message said missing "dll" was not found when I tried to print. After a restart it would boot up to where the "welcome screen" would normally appear & then the screen would go black.

Geek squad (Best buy) charged $180.78; took 13 days to do nothing; fixed nothing and actually gave the computer back unrepaired & worse than when it went in. They retreived no data; made contact by e-mail when my computer was in for repair; did not give timely status reports (I had to initiate status contact); lost the computer at one point (& when found could not tell me the status of repairs); tried to sell me a new hard drive but could not tell me specifically what was wrong with the "bad" hard drive; e-mailed me that the computer was fixed and ready for pick up when it was still unrepaired and sent an e-mail that if I was not satisfied then I should take the computer back to geek squad (Best buy) or take it to a certified dell repair shop.

Comp usa charged $151.54; took 10 days; retreived data; verified the hard drive was good and fixed the computer that geek squad (Best buy) could not & did not fix. (Same computer, same hard drive & same problem.)

Dont even consider geek squad (Best buy) for repairing your computer! Truly lousy and unprofessional computer repair service!

Bought laptop and extended warranty from Best Buy. Laptop has been returned to Emachines 3 times for overheating and crashing.

When extended warranty ended, took it to Best Buys "Geek Squad" to fix broken usb ports and overheating under their PSP/warranty program. "Technician" said that it was covered. Next day he called and said it had to be shipped out for motherboard replacement. Weeks later got a call from another "technician" who said that usb ports were not covered and would cost $600 to repair. I told them I did not intentionally break any parts of the machine and that I had been told it was covered under the "normal wear and tear" part of their warranty.