Best Buy
Reviews and Complaints

I have been on the phone with a representative for the last two days. First I had made an appointment on line and they said that I would have someone here to look at my TV on the 22nd of Aug. When I called to confirm my appt, I was told that there was no appointment sccheduald. I called back today and was told that it would be another week before someone could come out to look at it. This will make 2 weeks that we have been without my TV. This is totally unacceptable. I have been a member of the Geeksquad for many years. I even took my TV to Best Buy today only to have them tell me that I have to bring it back home and wait for someone to come to my house and look at it. Needless to say that I am furious with this whole matter. I would like a wriitten response to this situation asap. TV was purchased Oct 14 2022.

Thank You

John J Kelly

August 9th I went in to the local store to buy a watch in Corpus Christi. The watch wasn't technically for sale yet, as it was new. It wasn't for sale until August 11th, however there were no signs stating this. Upon finding out, I attempted to pre-order the watch but their system was not working, so I was instructed to go home and pre-order online. I went home and began the process, but it would not allow me to mark the option for "In-Store Pickup" so I contacted the help chat. The agent instructed me to proceed with the purchase, as they could change the order afterward to suit my needs. They were unable to change it, and without offering any sort of resolution, transferred me to another agent. This lead to calling the call center. When I called, I was on hold for 20+ minutes, and did not get any resolution. The next day, August 10th, I called again. Same hold times, same lack of resolution. The connection is not great during these calls, and NOBODY will call you back, EVER, even though they verify your "callback number" and will tell you "I assure you I will call you back." On August 11th I called again, and this time I was adamant about wanting a resolution. I spoke with a Supervisor, and they told me they would transmit new orders to the FedEx (for some reason my order got moved into shipping even though I was calling with problems about the order) and they would overnight it, receiving the box August 12th. Well, that did not happen either. My box arrived August 14th, while I was out of town, and sat for 2 days outside before my neighbor claimed it for me, since I was out of town as I had told your operators I would be. So I called August 12th, to see about WHY my box did not arrive like they said it would... and I was told that it was out of their hands at that point, but they would be willing to offer compensation when the order was closed. So I call today, August 17th, now that I am back in town and the order is closed... And they at first deny me any sort of compensation... Then after I request to speak to a Supervisor, he offers me a measly $10 gift card. This is not right, I was lied to MULTIPLE times by multiple "employees" (call center agents/chat agents) and my electronics were left outside for DAYS, even though it should have been with me or at least changed to signature required so it could be redelivered on a day I was home. This has taken now 14 hours of my time, spanning across 5 days.

I ordered a laptop from best buy and the ordered was delivered to the incorrect address by fedex. I called Best Buy and they told me to call fedex , I called fedex and was told to call Best Buy. I called Best Buy and they told me to call the police. I’m confused why I the customer am being thrown around with no help. I ordered a product with my best but credit card and never received my order. Who can assist me with this issue. I can not afford to pay for an item in ever received. No one has yet to ask me to upload a picture of my residence that will confirm tgst picture downloaded by by fedex is in deed belonging to an identified residence,

Ordered on august 10, 2023

Delivered per fedex in august 11, 2023

Picture uploaded is not my door nor is it the address listed on the instructions

Open a claim with fedex on august 11, 2023

Called Best Buy customer service and was told to call the police and it’s nothing they can do. I’m confused. I never record the package to the address listed. A picture of my actually door has been attached with this file.

I appreciate your attention to this imperative matter,

[protected]

On July 19th I walked in Best Buy and purchased TV, and Laptop. I scheduled delivery so my membership that I pay for yearly could haul away my old TV. The Best Buy associate scheduled my delivery and told me I would get a call 24 hours prior. I am so frustrated. I am still waiting on my laptop for some reason Best Buy kept canceling my delivery because they did not have the laptop available. Thats understandable, but why couldn't I get the TV. They kept canceling my delivery, it was canceled six times because they were waiting on the laptop. Finally I after a frustrated email my TV was delivered by one gentleman but was not there to do the haul away. Me and the associate hauled the TV out ourselves. My TV was delivered on July 27th. Here it is August 16th and still no laptop. I have talked to Geek Squad, Customer Support, Customer Service in the store. This issue is still unresolved.

I made an order yesterday (8/14/23) in which both physical items were guaranteed delivered today (8/15/23). One item, the one I cannot use by itself, is supposed to be delivered today. The other, according to an email I received, will not be delivered until August 29, two whole weeks after the time I was supposed to receive it.

I contacted customer service, twice, since the first contact was terminated without notice or any error on my part. The second time I called, the customer service rep was utterly unhelpful, and made promises of a delivery earlier than what I have been told in writing. I asked her to email me with the correct information, but she said that she was unable to do so.

I find this interesting as, during the first conversation, my email was verified by the representative, meaning that the service agents have access to my email information.

The service agent refused to put her promises in writing, which means to me that they were meaningless. Nor would she put me through to her supervisor. When I mentioned reporting this to corporate, she offered to transfer me, then put the call through to the delivery service. This was not what I requested, nor what she offered to do. This means that her words, and by extension, the words of the company are meaningless.

Repair, product was purchased at best buy in abq., NM. called for service. diagnostic service on 7-23-23, parts ordered, install parts and repair set for 8-2-23, wrong part, reordered and scheduled 8-8-23. part damaged by UPS, best buy said they would not ordered replacement until UPS settled the claim. disputed with parts manager at best buy, was told they would override the company policy and expedite the replacement, new appointment set for 8-13-23, no show, reset for 8-16-23. part arrived in abq on 8-14-23, was told I, the customer would have to call UPS to get it delivered to best Buy, otherwise they would wait for delivery and then schedule a new appointment. I believe their customer service is horrible.

I bought an Ipad on 7/30 with the agreement it would be sent to me on 8/2 which never happened. The iPad dispatch was delayed for the next 7 days and Best Buy asked me over the next few days to hold because on each day the product was dispatched (without happening). Finally on the 8/9 they decided to investigate to refund me, a process that would take 4 days at most.

Today 8/12 I'm still without the item and without my money, worse is that BestBuy knows that I don't have the product nor my money back and keeps asking me to be patient. They don't take responsibility or care of their customer.

Day 1. Ordered a Frigidaire upright freezer in store. Walked in and a young man asked what we were looking for, then said he would send “one of his appliance experts” to help us. Waited 10 minutes and nobody showed up. Finally a lady came to us and said she didn’t know much about appliances but would help. Had the model number (FFUE2022AW) with me. Gave the number to the CS rep who then produced a receipt for a completely different product. I had to look up their website on my phone and show it to her before she finally found the correct product.

Several days later (8-9-23). Freezer delivered. Front of door dented. Deliverer gave us his card, advised us to contact store the following day to discuss refund for damage.

8-10-23. Called customer service number provided and was sent directly to corporate. Was given a choice to receive new freezer (we had already filled the new freezer) or receive $80 rebate. I had checked their website and the same freezer model slightly damaged open box was $120 less than what I paid, which would have been fair. I asked to speak to a supervisor and my request was refused. I hung up.

Called again, and was routed to a call center answered by a woman with extremely poor English skills who offered $83 store credit (which I did not want) or reordering option. Once again, I asked for a supervisor and this time I was disconnected.

Called a third time; a nicer man told me I would always be routed to corporate for customer service unless I knew the exact extension at the local store. Seriously? By this time I was livid.

My husband went 15 miles to the store only to be offered $50 store gift card or order a new freezer.

Over the last 10 years we have been faithful BestBuy customers and, for the first 10 years, received excellent products and customer service. Then slowly the quality of service began to diminish. My impression is they now expect you to accept whatever you get, regardless of the condition. All but the man in the 3rd phone conversation were borderline rude.

I have surprising news for BestBuy; I have other options for places to buy and, from now on, will absolutely exercise that option. My Total BestBuy membership will not be renewed.

I am not going to shop at your stores anymore due to the anti-white / racism that you are supporting in your management positions. It should not ever be hiring someone or not hiring someone because of race. I guess white people are 2nd rate citizens now. So, I will take me 2nd rate $ somewhere else!

Look up my name because I have purchased thousands of dollars of products from your stores and will not be due to your hate against white people! What a shame that you will become another Bud Light / Circuit City and have to close up shop or close many stores!

I called geek squad because my printer was not responding. A level one geek squad member was able to fix the problem but she told me that the printer was running too slow and my computer need updating. She transferred me to a level 2 person name Onum. He tried to make the printer wireless without a WPS button. My printer stop working and went in error mode. I tried to call back several times with 4 drop calls.

There was an unauthorized transaction of $378.54 on 2nd August 2023 from my credit card. It is shown money was deducted from BestBuy Burnaby BC. I made an online purchase from Bestbuy on 29th July 2023, and I entered my credit card details on your website due to it is a reputed company.

If you don't take action and do not return my money, I will inform to relevant authority accordingly.

You can reach out to me at [protected] for more details.

Fernando

The credit company CitiBank and the help at Best Buy are at least incompetent and likely thieves. I recently cancelled an automatic protection plan, because I no longer had the device being protected. I put the reason why I was cancelling in the subject line. I tried calling the department responsible and was hung up on 4 times. When CitiBank called for late payment I went through the entire situation. They were able to get the department on the phone with me, apologized for the inconvenience and said that they would resolve the issue. At this time the matter seemed solved, but 1 month later I received another call with the same issue. Again i explained the situation and again went through the step of rectifying the issue. A month later and they call again saying they had no record of the previous 2 attempts. I paid the fee and the FALSE late charges, and cancelled my account. A moth later and I get a written billing statement with a statement that they could no longer contact me by phone. Additionally they sent me a letter downgrading my spending limit for an account that no longer exists.

I went to best buy and bought a fridge with an ice maker. it was delivered on May 13th. No ice maker was in fridge. Went back to store was told it doesn't come with an ice maker, but on the website showed it did. they ordered an ice maker i had to wait another 3 weeks to get it installed. They came and installed it, said we would have ice in 3 to 4 hours. I came home from work and still no ice. I called and they sent someone out to look at it and replace it. But they had the wrong one. I was told they would have to order another one. I never heard from them so i went back to store, the mgr said I had to call geek people cuz he

couldn't do anything, So i called the geek people, they said they would be

on it right away. As of August 3rd. I still don't have an Ice maker.

I'm not happy. I Feel someone should be doing something to help me get

an ice maker or a fridge with one in it for the same price.

Thank You

Beth Ann Basgall

So Best Buy charged me a gas disconnection device (must be done by a carded technician for insurance reason in my province) for 150 CAD. The plan was to disconnect the device then show up the next day for pick up of old unit and delivery of new.

Best buy called to say they cancel the disconnection service 24 hours before delivery without providing any reason or alternate solution. By that time, the gas company had shut down gas in my appartment.

Im now eating cold food.

I called that freak show customer service to delay the delivery (because the could not take the old unit and therefore deliver the new). The customer service of Best Buy being the most incompetent I have seen in my life I asked them 4 times to confirm delivery would be delayed. I ask a confirmation email.

Of course the next day delivery people showed up at 8am while I was on a job meeting, unpacked the electric stove and took it back when I refused it (I still have my old gas stove plugged remember?).

I distinctly see them putting my now unpacked 2000 CAD electric stove next to a disusting old electric stove in the truck, wich is the best way to get a damaged good and roaches.

I have been eating cold food for a week now, CS send me an email to tell me to go downtown to get a refund because "they cannot credit my credit card from a distance". Its fun because I asked them when they can unplug the gas stove and its litterally not my question.

One week ago I purchased a big screen television from the store located in Missoula Montana. Delivery was to take place today (July 26 between 7 a.m. and 7 p.m.

I checked in this morning to insure that the delivery was to occur between 1 pm and 3 pm. No delivery

I called again at 3:40 pm and was told the delivery was on its way but they must have gotten stuck in traffic (Missoula IS NOT a big city) They then said it would be between 4 and 5:30 pm. 5;30 comes around no delivery. As I write this it is 20 after 6. I called again wishing to speak to the manager. The gentleman tells me that he can contact the store to have them call me and that call back will take 20 to 40 minutes. Still waiting.

I am disgusted with the quality of service because:

1. No direct number to call the store.

2. Your call center has NO ability to handle anything other than a very narrow scope of activities.

3. If you are so understaffed that you cannot handle a call (I have been on hold for more than an hour total time today, about 20 minutes each call) then how do you expect to get anything done.

4. You make promises you cannot deliver on.

5 If you don't deliver today which seems increasingly unlikely in light of the fact you have a 7 pm cutoff and it is getting very late, I will promise that you will need to Lawyer up. I promise I will sue you. And it is going to be a helluva lot more than the price of the television.

This complaint needs to be delivered to senior management as the serious complaint it is.