Best Buy Customer Service Issues

I recently noticed a promotion offering $10 in reward credit for pre-ordering Red Dead Redemption 2 for the PS4. The game is set to be released on the 26th, and I understand that the credit should be awarded a little over 2 weeks after the release date. I am now uncertain if the promotion still applies, as Red Dead Redemption 2 has been removed from the list of eligible titles on the promotional page. I encountered a similar issue when pre-ordering Spider-Man for the PS4 a few weeks ago. I had to open a case due to its removal from the promotion page, almost missing out on the reward credit, and spent 20 minutes on hold with customer service. Could you please clarify if the promotion still applies to my Red Dead Redemption 2 pre-order? I hope to receive the credit without any difficulties this time.

I placed an order for an Apple Watch Series 4 on September 22, with an expected pickup by September 28. Best Buy then emailed me about a delay, extending the wait to October 28. Despite this, I saw I could order the same item for next-day delivery on October 10, so I contacted customer service. Christine assured me of the October 10 delivery; unfortunately, there was yet another delay, pushing the delivery date to November 8. I contacted customer service again, and Vincent suggested waiting until October 10. As of today, there's been no update or tracking information. I expect the product I ordered weeks ago to be delivered promptly from a nearby store, as there are several in stock within [redacted] miles. I find the delays frustrating and misleading. I hope for a solution soon.

Subject: Official Complaint Against Best Buy Geek Squad Repair Services I am writing to formally report an issue with the Geek Squad repair services at Best Buy. My work computer was in your care for a week due to a broken touchscreen and a manufacturer defect, causing disruptions to my business operations. Upon receiving the laptop back on October 11, [redacted], I observed several new problems: the laptop does not close properly, there are additional scratches, the brightness remains consistently low, and the touch screen malfunctions intermittently. This forces me to return the laptop for further repairs, resulting in lost work and financial setbacks equivalent to purchasing a new laptop. I am disappointed by the lack of attention to detail and insufficient testing that led to these issues persisting. Please advise on the appropriate steps to file a formal complaint. As a dissatisfied customer, I am hesitant to make future purchases from a company that fails to address the problems they were entrusted to resolve. For additional inquiries, you can reach me at [redacted]. Thank you for your attention to this matter. Sincerely,

Today, Thursday, October 11, [redacted], at 11 am, my family and I visited your Bristol, VA location. We had researched online and chose your store over a competitor to buy an Amazon Fire 8" 32GB tablet with a pink case. Upon arrival, we were promptly greeted by an associate who appeared friendly and knowledgeable. We requested the specific tablet, but were informed that only the one with a blue case was available in-store. We were told the tablet with a pink case had been discontinued due to an upgrade to a pricier 10" version. Though a 7" 16GB tablet was in stock, we hesitated as we preferred the pink case for a gift intended for an 8-year-old. Despite the associate's suggestion of a different tablet at a higher cost, I checked Amazon and found the exact tablet I wanted, available for weekend delivery. When I mentioned ordering it online, suddenly the associate located the preferred tablet in stock, a [redacted] edition at the same price. The experience left me questioning why he didn't mention the available tablet from the beginning instead of steering us towards a more expensive option. Additionally, his abrupt demeanor at checkout was disappointing. Customer service should be consistent from start to finish, particularly in a retail setting, as exemplified by my own approach as a store manager. The employee's behavior was not reflective of the expected service standards from a prominent company like "BEST" Buy.

I am experiencing significant issues with an in-home repair service. I had a scheduled appointment and took time off work, only to be informed that the appointment should not have been scheduled at all. An external contractor will now be handling the repair, but I was not previously informed of this change. I have been notified that I may need to wait until at least next week, and the contractor cannot provide a definite arrival time as they are waiting for a part, despite implications from the Geek Squad that the part had been ordered. It is frustrating to be left waiting without any clear information. Additionally, the contractor has requested assistance in moving the large wall-mounted TV during the repair, which is a difficult task for me as a 64-year-old woman with a sprained arm. It seems unreasonable that I am expected to help with the repair, especially when Best Buy mentioned that the request specifies two repairmen for such tasks, although the Geek Squad is not handling the work. This situation is unacceptable.

I purchased two televisions from Best Buy a few weeks back, with both supposed to be delivered on October 4th. However, only one TV arrived on that day. Best Buy rescheduled the delivery four times since then. Each time, I waited at home as I received emails and calls the night before stating the television would arrive between 7am-1pm, only to be informed at the end of the day that it would not be delivered. Whenever I called the geek squad line, I was told the warehouse did not have the television in stock. I questioned why I received notifications when the item was not available, but the agents had no explanation. This situation has been extremely disappointing, given the trust I had in Best Buy. I've taken time off work each day for the deliveries that never happened, causing a significant loss of my valuable time and money.

I recently tried to return a JBL speaker worth $[redacted] because I bought the wrong one. After over two weeks, when I visited the store, I was informed by an employee named Sierra that I couldn't get a refund but could exchange it for items of equal value within two months. However, when I returned with my fiancé today, another employee named Jenna and Sierra, who seemed to have an attitude, stated it was not possible. This conflicting information and poor customer service at the Murrieta, CA store is disappointing. As loyal customers, my fiancé and I are frustrated. Should I visit different Best Buy stores until I find a more helpful person to facilitate the exchange?

On September 13th, my family visited the Best Buy in Jefferson City to buy a Mac Book Air model MQD32LL/A. We tried to price match it with Apple.com, where it was $[redacted] cheaper. Despite not finding any student discount on Apple's website, the district manager refused to honor the match. Disappointed, we contacted Best Buy the next day and were provided with three alternative websites. We discovered the same model on bhphotovideo.com for $[redacted]. Returning to the store, a helpful salesman verified everything matched. However, when the manager intervened, she claimed the deal couldn't be honored because it was below employee pricing. We found this explanation unsatisfactory. It's baffling how customer service confirmed the match, only for the manager to reject it later. The district manager's behavior was rude, and the manager did not improve the situation. I hope this issue can be addressed promptly. Thank you, L.W.

During my visit to the Strongsville Ohio store, I sought assistance with a Bluetooth speaker and a TV remote attachment. Unfortunately, I encountered some challenges. Despite my efforts, the staff did not proactively offer help. After finally interrupting one employee who appeared disinterested, I received vague guidance on the speaker's location and type needed. As I searched, I passed by several employees without any engagement. Feeling frustrated and overlooked, I left without making the intended purchase. Regrettably, this led to a missed opportunity for the store. I hope my experience serves as feedback to improve customer service, especially with the holiday season approaching.

About 2.5 months ago, I considered purchasing the “Acer Nitro 5” for $[redacted] with an i5 8300H and GTX [redacted] Ti. There was another model available with an i5 7300HQ for $[redacted]. Despite my dad's concerns about the thickness, we planned to buy it. When we returned to the store, they mentioned it was out of stock and would be restocked on July 4th. The specs were confusing, but on July 4th, we acquired the laptop with an i5 7300HQ instead of the i5 8300H. I hesitated for months about this discrepancy, but now I'm convinced they provided the wrong model. Although there's a 30-day return policy, I didn't realize it at that time. I hope to exchange the current model for the correct one as the older model may have been pricier due to being less used.

My recent trip to the store was quite disappointing. I had pre-ordered a game for my PS4 a month in advance and also purchased a few other games and spent a significant amount of money. Despite being reassured that my pre-order would be ready for pick up on the release day, when I arrived at the store and provided my name and number, they couldn't locate my order. After some time, they found my purchase history linked to my email and identified my pre-order. Unfortunately, they couldn't find my game immediately and I had to wait for about 30 minutes while the staff searched. Eventually, they discovered that my order had not been pulled and it was still available on the shelf. I am grateful for the efforts of the employees who helped me, but the experience of waiting and uncertainty was frustrating. This situation has made me apprehensive about pre-ordering in the future.

I bought an HP laptop for $[redacted], as they wouldn't honor the $[redacted] sale price that had just ended. Alongside the laptop, I got a $20 HP printer on a promotional offer. I returned when the laptop went on sale again, but found out the printer wasn't discounted anymore. They explained I had to pay $20 more or return the printer. Since I don’t have a car, I agreed to pay the extra $20. But after doing the math, I realized they charged me $33 instead of $20. I found the same printer on Walmart.com for $34. I'd like to discuss getting a $33 refund to my card without the need to return the printer and deal with more Uber trips. Given that Best Buy price matches, I don't anticipate any issues. The frequent sales they have shouldn't make this process difficult. Thank you.

On October 17th, I ordered an open box stove at the Best Buy on 75th and Lemont Road in Darien/Downers Grove. The representative was helpful and scheduled delivery for October 20th between 12-6. I expected a call on Friday for a more precise delivery time, but it never came. Saturday morning brought news that the stove wouldn't be delivered due to an error. I was disappointed since I needed the stove for my daughter's party that weekend. I anticipated better customer service from a large company like Best Buy. Unfortunately, the representative could only offer delivery on October 25th, which doesn't work for my schedule. Given that Best Buy made the mistake, I hoped for a delivery time that suited us or some form of compensation. Sadly, neither was offered. This experience has led me to decide not to purchase from Best Buy again, and I'll be sharing this poor customer service experience with others.

I bought an amplifier from your store while traveling and paid with cash last night at 8:45pm. Unfortunately, I can't get it to work and would like to exchange it. I lost my receipt and tried to do the exchange at another store, but they have no record of my purchase. They advised me to go to the original store, which is a 2-hour drive away. This experience has been frustrating and costly for me. I just want a working amplifier or some helpful advice on why it's not working. If I can't get this resolved, I will take my business elsewhere to a store that values its customers better.

Subject: Re: Order #[redacted][redacted] Dear Customer Service, Outlined below are the frustrations faced with order #[redacted][redacted]. On September 15, [redacted], a KitchenAid refrigerator was purchased at the Best Buy on Almaden Expressway. Several delivery attempts were scheduled but faced multiple setbacks. The initial delivery was damaged in transit, followed by subsequent failed attempts on October 02, [redacted], and October 11, [redacted]. The final delivery on October 17, [redacted], lacked the complete installation, adding to the inconvenience. During the haul away process, damage occurred to our deck which was poorly rectified by the haul away team. These experiences have been disappointing and time-consuming, requiring multiple days off work to accommodate deliveries. Looking to address these issues promptly, a suitable resolution is sought to mitigate the inconvenience caused. Your attention to this matter is greatly appreciated. Sincerely, Linh P.

I recently bought an iPhone XS 64GB in Space Gray from Best Buy at [redacted] Grand Regency Blvd, Brandon, FL33510. I ordered the Carrier Free version, but the phone I received is locked to US networks. This restricts me from using it in Europe, specifically in Romania where I am currently. I'm disappointed with this situation as I had hoped to use my phone in my country. Can you help me unlock the restrictions? Here are some details from my receipt: Purchase date - 10/11/[redacted]. My name is RT and you can reach me at [redacted] or +40 [redacted] [redacted] [redacted].

I recently encountered an unfair situation at Best Buy regarding returns and exchanges. Despite being an Elite Status customer who spent over $11,[redacted] on [redacted] items this year, I was denied a return due to a history of returns. I had $[redacted] worth of returned items exchanged for gift cards or store credit to be spent at Best Buy. On a recent purchase of a Sound Bar that malfunctioned, I was unable to exchange it. The staff didn't offer any solutions, leaving me frustrated with the service.

I recently had a troubling experience with a return at Best Buy that left me frustrated. As an Elite Status member who has spent over $11,[redacted] on [redacted] items this year, I was shocked to be denied a return due to my previous returns. Despite returning $[redacted] worth of items for store credit or gift cards, I was met with resistance when I tried to exchange a defective soundbar purchased at 2:49 p.m. that same day. The soundbar failed to power up, although the subwoofer did. When I returned to the store at 5 p.m., I was told they couldn't exchange the faulty product. Even escalating the issue to a supervisor didn't yield any solutions. I am dissatisfied with Best Buy and simply wish to exchange the product for a functioning one. It's disheartening to receive such poor customer service after buying a defective item.

I purchased a Lenovo laptop from Best Buy in Duluth on Friday, the 19th. The salesman suggested that I needed to purchase "Office Home and Student" to access pictures and PDFs, stating all laptops require this now. Despite my doubts, I bought it for $[redacted].99 plus tax. However, I realized it wasn't necessary when I tried to install it and encountered compatibility issues, being informed I would need to spend an additional $[redacted] to $[redacted] to make it work. I declined, but was warned my card would be charged if not activated. This unexpected experience at Best Buy, where I have been a loyal customer spending thousands, left me disappointed. The salesman also misled me into providing information under the guise of warranty but used it for a credit card, although I always pay with cash. I request a refund for the unnecessary program. Thank you for your attention, and I hope to maintain our ongoing business relationship. Thank you, Merlin C.

On Friday, the 19th, I purchased a Lenovo laptop from the Duluth store. Unfortunately, it was a bad deal. The salesman insisted I needed to buy Office Student and Home in order to view PDFs and pictures on the computer. Despite my doubts, I went ahead with the purchase, and without my knowledge, a credit card was opened in my name. Both the laptop and the Office program were charged to this credit card. When I tried to activate the Office program online, I was prompted to call a number for activation. After a lengthy call, I was informed that the new computer would not support the program unless I paid an additional $[redacted] to $[redacted]. I was told I couldn't change my mind without getting a new card. It turns out, I can view PDFs and pictures without needing the program, contrary to what the salesman claimed. I'm disappointed by the misinformation and feel like I was taken advantage of. After many years of being a loyal customer, I am now considering ending my relationship with Best Buy. - Merlin C.