Best Buy Customer Service Issues

I bought two items from Best Buy on October 25, [redacted], for an international trip, which I returned on November 10, [redacted]. The first item I purchased was the World Power Travel Adapters for $17.99, and the second item was the Insignia International Wall Adapter for $29.99, recommended by a Best Buy employee. This morning, I returned both items in their original packaging and requested a credit back on my credit card. I was informed that I was three days late for a credit card return and was offered store credit instead. I asked to speak to a manager, and Kyle, the Front End Lead at store #[redacted], came to assist. Kyle mentioned it was at his discretion to provide credit back on my card and that he could give me store credit. However, I would prefer a refund back to my credit card instead of store credit. I appreciate your assistance in resolving this matter. Thank you, J. Kilshaw [redacted] Deer Mountain Ct. Kingwood, TX [redacted]

I purchased two WiFi extender/mesh products on October 22 and 23, [redacted]. Despite spending hours on the phone with Google support, I couldn't get them to work with my system. Today, when I tried to return them at the store in Allen, TX, the manager Alex said it was past the 15-day return policy. I requested the district manager's contact details, but Alex seemed hesitant. Instead, he advised me to call Best Buy's [redacted] number. When I called, the automated system directed me to visit the store and ask for the Store Manager or email them.

My recent Best Buy delivery experience was extremely disappointing. The representative I dealt with in the store was uninformed and rushed, providing inaccurate information about the delivery process. On the day of delivery, I was given the wrong arrival time and the delivery person was unhelpful and dismissive. Despite my prior conversations with Best Buy representatives to ensure the fridge would fit through my door, the delivery person claimed it wouldn't fit without even trying. He made rude remarks and refused to remove the doors as needed to make it fit. He even suggested leaving the fridge in the garage and coming back later. I had to handle the situation myself and incurred additional costs for assistance due to their incompetence. As a loyal Best Buy customer, this experience was unacceptable and has made me reconsider using their home services in the future.

I purchased a LG 60-inch TV today, Sunday, Nov. 11, at Best Buy store #[redacted] in Matthews, NC. It was a floor model priced at $[redacted].99, and I also bought a 2-year warranty. Unfortunately, when I got home, I discovered the remote and instructions booklet were missing, so I can't use my new TV. The tag did mention the remote wasn't included, but I only noticed it after leaving the store. I called and spoke to the salesperson, Jimmy, but was unsatisfied with the response. The store just pointed out the tag condition without any apology or resolution. Now, I have to make another trip to purchase a remote. I believe this situation could have been handled better with improved customer service. Unfortunately, Jimmy wasn't available when I called.

I am writing to express my dissatisfaction. Over the years, I have been a loyal customer of Best Buy, purchasing various technology items like laptops, Kindles, and a DVD player. In September, I bought a replacement Kindle from the Best Buy store at Cascade Station in Portland, OR, along with a 2-year warranty from Geek Squad. Unfortunately, in October, the Kindle got dropped, and I had to get it replaced. To my disappointment, I had to buy a new 2-year warranty despite having used only one month of the previous one. In previous instances when I utilized the Geek Squad plan, I either had fees waived, received refunds for the unused portion, or got credited for it. Regrettably, the Best Buy store in Bismarck, ND, where I got the replacement Kindle, did not provide the same level of customer service. The staff were unfriendly, unhelpful, and unwilling to listen to my concerns. My contact information is associated with phone number [redacted]. Thank you for your attention to my concerns.

Good morning, This is Karin. I have an old Surface laptop since [redacted] and recently bought a Surface Pen at BestBuy based on the clerk's assurance that it would work with my laptop. After returning from Italy, I found out the pen is not compatible with my device. I contacted Microsoft customer service for confirmation. Although I never used the pen, BestBuy refused to accept the return due to their 15-day return policy. I'm disappointed as I feel misled about the pen's compatibility. I don't wish to keep an item I cannot use. The clerk at the store assured me it would work with my laptop, which is frustrating. As a result, I am hesitant to make future purchases at BestBuy. Thank you for your assistance. Regards, Karin

Good morning, this is Karin writing. I have an old Surface laptop from [redacted] and recently purchased a Surface Pen from Best Buy based on a clerk's assurance that it would work with my laptop. Unfortunately, upon returning from a trip, I discovered that the pen is not compatible with my older device. Despite never using the pen, I was informed by the store's return clerk that I missed the 15-day return window and cannot return the item. I'm disappointed with this experience and will not be making any future purchases at Best Buy.

I had an issue with the Kennesaw, GA Pacific Kitchen & Home inside Best Buy regarding the installation of a Dacor Heritage 46” Professional Gas Cooktop. Two men visited my house and assessed the installation, quoting a price of $[redacted] for installation plus extra fees for countertop cutting and trim. After six weeks of waiting for the stove to arrive, a scheduling mishap resulted in the installers arriving early and discovering they couldn't complete the job that day. They damaged the gas valve stems while attempting to install it. Despite numerous conversations with individuals like Phil, Maggie, Janet, Karly, Larry, Simon, Scott, Terry, and Stephen, the situation remains unresolved. There has been a lack of communication and unfulfilled promises from the store and corporate level, leaving me frustrated as Thanksgiving approaches and the stove is still not installed. Attempting to escalate the issue to the CEO, Hubert Joly, has proven challenging. Consideration of legal action may be necessary to address this ongoing problem. - Don McColister

I bought a Canon Rebel Camera (order # BBY01-[redacted]29) on 10-28-18 and got it on 10-30-18. I was assured at the Mt. Juliet store that any purchase would qualify for price matching. However, I found the same camera bundle at BJ Wholesale Club for $[redacted] less than what I paid at Best Buy. Customer service, specifically Jasper, couldn't resolve this matter. I was surprised to learn that Best Buy doesn't price match with BJ Wholesale, something I wasn't aware of before the purchase. It was also frustrating to be told I couldn't return the camera since it was beyond the 15-day return window, even though today marks the 15th day from the order and the 13th day from the delivery. We were under the impression at the Mt. Juliet store that Best Buy extended its return policy until the end of January, especially since this was a Christmas gift purchase. Despite requesting to speak to a supervisor and waiting for a return call, none were available. We had plans to buy a gaming computer and tablet from Best Buy for Christmas gifts, but we're reconsidering if the price match isn't honored as promised.

I recently obtained a Mystery Rewards Certificate instructing me to visit a Best Buy store and have a cashier scan the bar code to reveal its value. However, upon attempting this, two different clerks insisted a purchase was necessary for scanning. The certificate explicitly states, "No purchase or payment necessary to receive offer." This discrepancy between the instructions and the store's policy is concerning. It is disappointing to encounter this when I have been a loyal customer of Best Buy. I seek clarification on the reward program and my eligibility for any benefits. The certificate number is [redacted], and my member ID is [redacted].

I bought a television at Best Buy in Emeryville from the Magnoia department on 10/06/18. When I tried to return it on 10/19/18, I spoke with Supervisor Marcus and Salesperson Michelle. Marcus processed the return but mentioned I would receive a check instead of cash. When I asked about the mailing address, he said they used the information from my purchase, which was incorrect. Michelle hadn't taken down my correct information during the sale. Now, a month later, I still haven't received anything.

We purchased a refrigerator and a dishwasher on October 19, [redacted]. Although we were initially okay with the refrigerator being delayed, we faced issues when it came to the dishwasher. After realizing it wouldn't be delivered until the refrigerator arrived, despite being in stock, we canceled the order and found another vendor for the dishwasher. Despite scheduling a delivery date for the refrigerator on November 5th and then rescheduling for November 12th, we were met with a damaged appliance upon arrival. The prospect of waiting another 3 to 4 weeks due to the item being out of stock is inconvenient, especially with Thanksgiving approaching and plans already made. We require a prompt resolution as we have emptied our old fridge in preparation for the delivery. Your assistance in expediting the process is greatly appreciated. Thank you, Caroline S. [redacted]

Dear Sir/Madam, I want to address an issue I encountered at Best Buy Store #[redacted]. I purchased an open box laptop (Order BBY01-[redacted]01) and was assured it included everything except the owner's manual. However, upon inspection, a pen worth approximately $60 was missing. The staff offered a $25 credit, which I find inadequate given the cost of the missing item. Furthermore, the attempt to upsell me to a more expensive item was disappointing. I feel this situation may constitute bait and switch, and I am considering contacting the WA Office of the Attorney General. The inconvenience of the store's location adds to my frustration. I believe in upholding advertised promises, especially for minor issues like this. I encountered unprofessional behavior from the staff, particularly Jeff, who was handling the situation. Thank you for your attention, J.M. Spokane, WA

I purchased a laptop on the 28th of last month and I'm experiencing significant issues with it. The laptop keeps indicating that my graphics card requires an update, but I am unable to find one. Additionally, when switching from tablet mode to regular mode, the keyboard becomes unresponsive until I restart the laptop. I spent two weeks attempting to troubleshoot the problems but have had no success. I planned to return the laptop tomorrow, but I just discovered the store has a 15-day return policy, not 30 days. Since this is a pricey investment of over $[redacted] and the laptop is not functioning properly, I was hoping to inquire whether there is any way to extend the return period. Thank you in advance for your assistance. Best regards, Sarah

Regarding case reference #[redacted]16, I am requesting a refund for the charges of 2 duplicate Webroot subscription services from [redacted]. I did not authorize these continuing credit card renewals and was unaware of the duplicate accounts. Each time I purchased a laptop from Best Buy and had Geek Squad set it up with Webroot, a new account was created without my knowledge. The charges for the old subscription continued without my consent. I believe Best Buy and Geek Squad, being the same company, should have noticed this recurring issue, considering my long-standing loyalty as a customer. If the charges for the duplicate accounts are not refunded, I will escalate the matter to my state Attorney General’s Office Consumer Protection Division and cancel my current subscription and tech support contract. Despite this issue, I have generally had a positive experience with Geek Squad, but this situation has eroded my trust in Best Buy with my credit card information. Thank you, Yvette H.

On October 25, [redacted], I met Tommy Riccitelli at Best Buy after inquiring about a GPS for my truck with Bluetooth capabilities. Tommy assured me of an aftermarket installation into my [redacted] Nissan Titan, replacing the nonfunctional GPS screen. Parts were ordered, and the installation was scheduled for November 5th. After the installation, I noticed my old CD player and components were removed, and the new unit didn't fit the dashboard precisely, blocking the upper screen and removing the toggle switch for vehicle diagnostics. Tommy then mentioned a phone app for GPS functionality, leaving me disappointed about the outcome. I was also upset to find scratches on my truck's dash and fender after the appointment. I reached out to MOD Mathew McDougall for assistance and have an appointment at the Coeur d’Alene store to address the issues and ensure a proper installation and repair of the damages. Respectfully, S.A. Aspeitia.

I would like to give a compliment to one of the Geek Squad members. Today was my first time using their service over the phone, and I was pleasantly surprised. The technician who assisted me with an online check on my desktop was patient and understanding of my lack of knowledge in computer terminology. I requested her name and employee number so she can be properly recognized. Please ensure that this feedback reaches the appropriate department in Human Resources for her records. Thank you, Rhonda

Hello, my name is Ömür. I have a query regarding my Surface replacement. Last summer, I purchased a Surface Pro from BestBuy, but it had issues. Microsoft approved a replacement, but the process was delayed, so I bought another Windows tablet to continue working as a translator. Now, Microsoft is sending me a replacement, and I asked if I could swap it for a Surface Book 2, Surface Pro 6, or Surface Laptop by covering the price difference. They mentioned I need to handle this through BestBuy since I bought it there. Currently, I am outside the USA, but my friend can send the device back, and I can pay the difference online. I trust you can assist me with this matter. Best regards, Ömür

Recently purchased a Samsung Note 8 only to realize the salesperson forgot to add the insurance I requested. This misstep led to a series of confusing events. Despite the initial insurance omission being a significant problem, the situation spiraled due to a Best Buy error I was unaware of. When I am contacted again, I can elaborate on how it unfolded as a Best Buy mistake. Now, I am left with a broken Note 8, a salesperson's oversight, and an unprofessional general manager at Best Buy. Seeking a resolution, I reached out to customer service but was directed to call the store or go online, feeling neglected and frustrated. Hoping for a more professional approach from Best Buy, I am reaching out here in hopes of finding someone willing and able to assist me in resolving this issue.

I purchased a Samsung TV from Best Buy in Richmond Hill on Boxing Day last year for my wedding in November. The TV malfunctioned a week before the wedding. Despite being assured of a one-year Samsung warranty by Best Buy and being advised to purchase additional color warranty, I encountered issues when the TV stopped working. Best Buy directed me to Samsung, who stated that the TV was an open-box item and not covered under warranty. Disheartened by the lack of assistance from both Best Buy and Samsung, I had to purchase another TV from Best Buy due to time constraints. This experience has left me feeling let down after being a loyal customer for over a decade.