Best Buy Customer Service Issues

I bought an unlocked iPhone 8 Plus on October 26, [redacted], for use with an international carrier in India. Unfortunately, the phone is not compatible with the carrier I intended to use. Neither at the time of purchase nor when I contacted Best Buy customer service was I informed about this. I was instructed to return the phone in-store, but due to international travel, I missed the 14-day return window. Yesterday, on October 23, [redacted], when I tried to return the phone, the store manager refused, claiming it is compatible with some Indian carriers. However, I have unsuccessfully tried to activate it with multiple carriers. The employees were unhelpful and impolite. I find myself with a phone I cannot use, sold under misleading information. Additionally, the tech support was unable to assist, mishandling my request. I am requesting a refund for the iPhone 8 Plus 64GB Product Red. Val #:[redacted]86-[redacted]74-[redacted]-[redacted] IMEI: [redacted][redacted]

To Whom It May Concern: I recently attempted to purchase a laptop at your Lady Lake, FL store and encountered an issue with redeeming a Best Buy e-Gift Card. Although the card had a valid number, security code, dollar amount, and clear instructions for redemption in-store or online, it lacked a bar code. Despite my efforts and discussions with several employees, I was unable to use the e-Gift Card as it required a bar code for processing at the checkout. Following multiple calls to Best Buy Customer Service, CASHSTAR, and the Best Buy e-Gift Card department, I was informed that the issue stemmed from the e-Gift Card being processed through GiftCards.com. GiftCards.com indicated that the missing bar code needed to be resolved by Best Buy, and they would escalate the matter to their management for assistance. This situation has been frustrating and seems to be a communication breakdown, leading to an inability to use a valid gift card. I hope that this issue can be addressed promptly to avoid any further inconvenience. Thank you for your attention to this matter.

I made an upgrade to my AT&T line at a Best Buy store on Wednesday, October 10th. I attempted to return the phone on Monday, October 22nd to exchange it for a different one, but was informed that the AT&T system was down. When I returned on Tuesday, October 23rd, they claimed I was past the 14-day return window. However, upon reviewing my receipt at home, I discovered that I was still within the 14-day period. This repeated inconvenience and misinformation has left me frustrated as I am now stuck with a phone I did not intend to keep. I hope for a resolution to this situation promptly.

On Monday, October 22, [redacted], I was surprised to receive an email from UPS stating that a package from Best Buy was on the way to my address, which I hadn't ordered. Shortly after, I received confirmation that the package had been delivered. Upon opening it, I discovered 7 Nest Security cameras valued at $[redacted].20. After investigating, it was revealed that a credit card had been opened in my name with minimal information, leading to identity fraud. I took immediate action by notifying UPS, the police, and Best Buy to stop any further deliveries. Despite redirecting the second package to a UPS store for safety, I still faced inconvenience and expenses related to credit checks and security measures. The lack of proper security measures by the company and their casual response to the situation left me feeling vulnerable and dissatisfied. I sought compensation for my distress and inconvenience. Actions need to be taken to prevent such incidents in the future and ensure customer safety and satisfaction.

I own a [redacted] Jeep Compass with automatic transmission. I am looking to install a remote starter through the Geek Squad as I previously faced compatibility issues when I tried installing a backup camera as recommended by a salesman. To prevent any further wasted time, I want to ensure that the remote starter I choose will work with my vehicle. I have been attempting to contact my local Best Buy for the past six days, but have not been able to get through. I am looking for a budget-friendly option that will effectively warm up my car before use. I am seeking information on all remote car starters available for my specific model and the associated installation costs.

I encountered an issue at Culver City Best Buy when trying to pick up a PS4 bundle my dad purchased for my birthday. Despite adding myself to the pickup list and waiting for 30 minutes, I was not able to collect the system. Even after returning a few hours later, I still faced difficulties. The manager provided little help and I felt frustrated, especially since a similar incident happened with a game I bought previously. My dad and I are loyal customers and it's disheartening that the staff couldn't release the paid-for item to me. I believe the manager and staff at Culver City Best Buy could benefit from retraining on customer service.

I placed an order for a dishwasher on 10/13 (BBY01-[redacted]56). Originally, the delivery was set for 10/16. I received several notifications beforehand about the delivery, but it did not arrive on 10/16. I rescheduled for today, 10/26, and received more confirmations. However, as of 7pm, the dishwasher has not been delivered despite taking another vacation day. I spoke with Kosi at the customer service center, but have not received a callback as promised. I am requesting the cancellation of my order and a refund of the $[redacted] charge. I would like a call from a higher-up at your earliest convenience. My information is included below. Additionally, please provide me with the contact details of the senior executive responsible for sales and customer service. Thank you, Steven Bain [redacted] W. Mill Road, Glendale, WI [redacted] Phone: [redacted] Email: [redacted]

A few years back, I had a concerning encounter with a manager at the Carmel Mountain Best Buy. The way he treated me left me shaken. He called me at home, yelling, without explaining the reason for his call or showing any provocation from my end. Since I needed to use a speakerphone due to my quadriplegia, I couldn't respond and had to hang up to end the escalating situation. A week later, the same manager called again, angrily banning me from the store. When I went to discuss the issue in person, the general manager also reacted aggressively and had me escorted out. Previously, I had no issues with the Geek Squad and often recommended their services. However, because of the mentioned incidents, I can no longer endorse them. Though the staff at the new Best Buy I visit now are wonderful, this negative experience has tainted my view of the company. I hesitated to speak up earlier out of fear but was encouraged by a manager at the alternative location to address the matter with you. Best regards, S.C.

On August 28, [redacted], I purchased an LG 24-inch TV using my Best Buy credit card ending in [redacted], with a total amount of $[redacted].99. After waiting for two months, I recently received a bill for $[redacted].69, which included a $27.00 late fee and a $2.70 interest fee. I contacted customer service at 1-[redacted] and spoke with a representative in Manila, Makati, Philippines. I explained that I had not received any bills prior to this one. The representative mentioned that a bill was supposedly sent in September, but I never received it. I expressed my intention to pay $[redacted].69, omitting the $27.00 late fee, as I pay my bills in full and on time. The representative assured me that this would be noted, and I sent a check for $[redacted].69 today. I kindly request the removal of the $27.00 late fee from my account and consider this matter resolved. Sincerely, Roger T. Sherlock

My spouse and I visited the Medford, Oregon store today (Oct. 28). We saw the ad for the Arlo Pro 2 Cameras (Package of 2) priced at $70, with a savings of $[redacted] from the regular price of $[redacted]. After being informed by a salesperson that it was a misprint and they couldn't honor the ad, we spoke to customer service. Despite no disclaimer being displayed, the Geek Squad Manager, Shawn, also stated they couldn't honor the ad. It seems there was likely a lack of communication regarding this issue within the store. It's disappointing that the company and its employees didn't handle this situation better, especially for loyal customers like us who have made multiple purchases at the Medford store. I hope this issue gets resolved promptly.

On October 27, [redacted], I bought 2 iPads at the Best Buy in Fayetteville, NC. The next day, October 28, [redacted], I returned an iPad as my husband was interested in a MacBook Pro or an Apple product. When we inquired about open box items, a salesperson guided us to a cabinet where my husband saw a Mac [redacted] priced at $[redacted]. He requested to see it, and after holding it, wanted to purchase it. However, another salesperson took it away, claiming it was in the wrong box. Despite our insistence on the correct item, we were told by a manager that they wouldn't sell it to us as it needed testing for functionality. We traveled 40 miles to return the iPad and make this purchase, and we ask that Best Buy honor the open box price and sell it to us. We were assured they would look into the matter further. I provided my name, Rose Hunt, and contact number [redacted]. We hope to resolve this issue promptly. Thank you, Rose Hunt

I recently bought an Asus 2-in-1 laptop along with the Bamboo Ink pen. Unfortunately, the laptop froze completely just two days after purchase. Subsequently, I've encountered ongoing issues with the laptop such as slow performance and extended boot-up time. Despite being paired, I've been unable to get the Bamboo Ink pen to work with the laptop. I'm quite frustrated with the situation as I invested a significant amount of money in these two items. I would appreciate guidance on the process for exchanging or returning the laptop and pen for a different model. Thank you for your assistance.

During my visit to your Fair Lakes Fairfax VA store today, I had intended to buy a Ring Video Doorbell. An older employee approached me offering assistance. I explained my needs and mentioned my background in IT and experience with electrical work. Despite this, he condescendingly suggested I get someone younger to help me install the doorbell. I regularly shop at your store for electronics, including cell phone upgrades. Currently, I'm working with Alex P. from the Magnolia section to upgrade my home theater system bought years ago at your store. The way the employee treated me made me uncomfortable, so I purchased the Ring Video Doorbell from Amazon instead. I hope this feedback helps improve customer interactions at your store, where I've been a loyal customer for over 12 years.

I placed an order for a washer and dryer on 9/23/18, with the expectation of receiving it within 2 weeks. The total charge was $2,[redacted].54. On 9/25/18, I was informed via text that a required part was unavailable, and I accepted an alternative product from a different manufacturer. I was notified that the delivery might be delayed, and on the day before my scheduled installation (originally set for Oct 23), I received another text postponing it until after Nov 1. Due to these delays, I decided to cancel the order and requested a refund. Although I was refunded $1,[redacted].79, my card had initially been charged $2,[redacted].54. Despite sending multiple texts to the salesperson without any response, I have made two lengthy phone calls to Best Buy for assistance. The service calls were challenging, with numerous transfers and communication issues, resulting in a promise for a callback that coincides with a meeting I have scheduled. I am frustrated with the customer service experience. You can locate my account under phone number [redacted].

I preordered an iPhone XS from US Cellular and was hoping to get a phone case beforehand. However, during my visit to the Concord, NH Best Buy, I couldn't find a case I liked. An associate approached me, guiding me to more options. Despite not finding the ideal case, the associate pushed a "package deal." Reluctantly, I selected a case while the associate quickly added a screen protector and charger to my purchase without my input. Displeased with the case upon receiving my phone, I attempted to return it with the unopened charger. The customer service denied a full refund due to confusion over the purchase deal. Returning later, the original associate was absent, and I faced a similar issue with a different employee at the customer service desk. I feel frustrated and seek a full refund for the unused items. Hoping for a resolution soon! Thank you for your time. Best regards, Emily S.

I purchased an open box MacBook Pro on 10/20/[redacted] with receipt number #0[redacted]. At the time of purchase, I was informed that the laptop would come with a one-year warranty and be eligible for AppleCare+. However, when I visited the Apple store, I was told that the MacBook was originally purchased in June [redacted] and was not eligible for AppleCare+. Additionally, the warranty only lasts until June [redacted]. I tried to exchange the laptop for another open box item at the store, but they directed me to contact Best Buy customer service. After speaking with customer service on the phone, they advised me to return to the Apple store for a replacement. I have found an open box item available for shipping (link provided). Could you please arrange for a replacement to be sent to me and initiate the return of my current laptop? Thank you. [Link redacted]

I bought a Samsung refrigerator from your Waterloo, Iowa store back on June 1, [redacted], for $[redacted]. The salesman convinced me to add an extended warranty for an extra $[redacted]. Lately, we've been experiencing an issue with the flex door not closing properly. Despite numerous calls to Best Buy for assistance, it has taken over two months and approximately 15-20 phone calls to get someone to come and assess the problem. I was repeatedly informed that there were no service technicians available in my area, even though I live just 15 miles from the store. When a technician finally arrived and fixed the issue by adjusting a cable in the drawer slide, he charged over $[redacted] due to the distance he had to travel. Unfortunately, the drawer still doesn't close correctly. Frustrated with the lack of reliable service, I resorted to fixing the problem myself by following instructions from a YouTube video. Given this experience, I am now questioning ever purchasing another extended warranty or product from Best Buy. The $[redacted] I spent on the warranty feels like a waste, considering the service was not as promised. Regards, Brian S.

Hello, I hope you're doing well. I encountered an issue with an order I placed for a compact refrigerator on October 28th (order #BBY01-[redacted]10) that arrived damaged. I promptly contacted customer service upon unboxing the item, and they have arranged for a replacement refrigerator to be sent, expected to arrive on November 5th - I appreciate the assistance. Could you please advise on the proper way to package the damaged refrigerator for return? The packaging was significantly damaged upon delivery, resulting in shattered glass from the shelving inside the appliance. I have already taken photos of the damage for reference if needed. Unfortunately, I am unable to conveniently return the item to the nearest store due to the distance involved. I regret reaching out via email, but after a frustrating experience with multiple transfers during a phone call earlier today, I was eventually provided with a return shipping label (1Z75014R[redacted]) with the assurance that I won't incur any shipping costs. I would appreciate guidance on preparing the refrigerator for return. Thank you, Brian Marks

Subject: Customer Service Experience at College Park Best Buy Store Dear Customer Service, I visited the Best Buy store #[redacted] in College Park, MD on Sunday, October 28, [redacted], at around 10:20 AM with my husband. We encountered an issue with the checkout process as the line for regular purchases was closed, resulting in a long line at the Technical Support register. One customer was particularly vocal about the wait. When I tried to use my Shop Kick app as instructed, the Lead Sales Associate, Carl Smith, responded rudely. His attitude was unacceptable, especially considering I am a Baltimore City Teacher on a budget. Another associate mentioned that Carl has a history of complaints about his behavior. I immediately reported the incident to the GM, but have not received a response. I felt highly disrespected and will not be returning to this store. It is concerning that someone in a leadership position like Carl is displaying such unprofessional behavior. I urge you to provide Carl with additional Customer Service training and Anger Management Counseling to prevent future issues. Thank you for your attention to this matter. Best regards, Kathryn H.

I recently received a birthday email from Best Buy, which included a 10% discount offer. However, there was no promo code provided in the offer. After calling customer service, my request was escalated through a series of representatives who encountered various issues. Eventually, a code was applied along with my 5% reward, but I was placed on hold for over 20 minutes due to technical difficulties. Unfortunately, the final representative, Joshua, informed me that the 10% discount could not be applied to my purchase of LG UBK90 (SKU [redacted]) because the item was already on sale. Despite the challenges faced during the call, the birthday promotion and the assistance provided were appreciated.