Best Buy Customer Service Issues

I made a purchase of 2 items on Black Friday and my package arrived today, on Tuesday. Unfortunately, the delivery was late, and the package was carelessly thrown in front of my garage. I was unaware of the delivery as I was in the shower, and only noticed when my dogs started barking incessantly. Upon inspection, I found that the package was damaged, with the tape ripped about 80% down the front, despite it being marked as a security tape that should have alerted the seller of any tampering. I quickly took several photos and discovered that one of the items was missing. This missing item was meant to be a Christmas gift, and I am a loyal customer who has never encountered such issues before. I am not seeking a refund, only a replacement for the missing item. However, I am finding it difficult to reach out for assistance online, as the customer service wait times over the phone are unbearable. Given my early work hours, waiting on hold for over an hour is simply not feasible for me.

I recently placed an order for an Apple iPad through BEST BUY with the order number BBY01-[redacted]11. The delivery was handled by UPS and according to their website, the package has been delivered and left in my mailbox. However, upon checking, I couldn't find the parcel inside my mailbox. I immediately looked around my backyard and asked my neighbors, but no one seems to have received it by mistake. This is concerning as I spent $[redacted] on this order. As a loyal customer, I am disappointed by this experience and would appreciate a prompt resolution. Attached is a screenshot from the UPS site confirming the delivery. The UPS tracking number is 1ZW49460YW[redacted]1. I am eagerly awaiting your response. Thank you.

To the Managers of Best Buy: I am Puthai Oongao, and I need to share my recent experience with you. Today, I was scheduled for a TV delivery and installation. The installer, Benjamin, arrived at 4:20 pm, while I was 20 minutes late. The issue arose when he called one of my phone numbers instead of my requested cell number. Consequently, my order was canceled without notifying me. When I spoke to customer service, I learned about the miscommunication in contact preference and a backordered item in my purchase. The agent couldn't provide an estimated time of arrival for my soundbar. Despite the attempt to transfer me to the sales department for a new selection, the long wait discouraged me. This incident left me disappointed, especially after rearranging my work schedule. I have always valued my experiences at Best Buy, and this situation was a letdown. Sincerely, Puthai Oongao Elite member Order Number: [redacted]

On Cyber Monday, I made an online purchase of a Surface Pro 6 and opted for same-day delivery, paying an extra $5.99 fee. Unfortunately, I received an email around 9pm stating they couldn't deliver the item to me. The only options given were to pick it up a week later or pay an additional $15 for Friday delivery, so I chose the latter. I'm requesting a refund of the $20 I paid in total or some form of compensation for the inconvenience caused by Best Buy's failure to deliver. As a student at the University of San Francisco dealing with finals, not receiving the device I needed is frustrating. Given the nearly $[redacted] I spent, I believe a refund or compensation is justified in this situation.

I recently purchased a Whirlpool microwave that unfortunately arrived with a dent. Despite the defect, I proceeded with the installation due to an immediate need. However, upon turning the microwave on, the bulb exploded. Following this, I contacted customer service to arrange an exchange. They assured me a refund through PayPal and delivery of a new microwave, set up by Best Buy on 11/27 by 2 pm. Although the delivery window was 11 am to 1 pm, no one arrived as scheduled. Additionally, the $[redacted] refund has not shown up in my PayPal account, and I noticed a $[redacted] charge on my credit card for the microwave and installation. This totals over $[redacted] spent with no functional microwave in hand. Repeated calls to the delivery appointment line went unanswered, and my attempt to reach Best Buy customer service resulted in being kept on hold for over an hour without any resolution.

I visited Bestbuy in Tustin today to purchase an iPad Pro 11". I had contacted Bestbuy earlier to confirm a price match with Microcenter. Bestbuy's policy allows price matching within a 25-mile radius for authorized retailers. Upon arrival, I informed the sales associate of my desired iPad model. It took 15 minutes for them to locate an iPad, despite it showing as in stock on Bestbuy.com. I was surprised by the lack of knowledge about their stock location. When I presented the price match, the associate seemed hesitant, mentioning they rarely match Microcenter prices, although it is stated in their policy. This behavior was unprofessional.

I visited the store on Saturday during the Black Friday sale to buy a few items. I managed to purchase a 65" Samsung TV but missed out on buying the Samsung 5.1 Soundbar with a subwoofer priced at $[redacted].99 that I wanted. The staff member who sold me the TV mentioned they were out of stock on those soundbars. Despite checking online on Sunday and Monday, they were still unavailable. Surprisingly, on Tuesday after the sale had ended, they suddenly were back in stock. I didn't receive a rain check, which I understood Best Buy usually offers. I wondered if there's a way to still get the sale price since the item is regularly stocked. I have the receipt to prove my purchase on Saturday. Any assistance on this matter would be highly appreciated. Thank you.

I recently bought a Google Chromebook from the Brick store in NJ with an extended service plan. The Geek Squad has been generally helpful in resolving my issues, but during my recent visit to the store, I was given only 15 minutes to address my problem, which was not enough time. In comparison, the Apple store offers more lenient time frames. With just two representatives available and a hectic schedule, the short appointment time was frustrating. I had scheduled a follow-up appointment for an hour later, but due to the unsatisfactory initial meeting, I decided not to attend. This experience left me quite disappointed. Best regards, D. Davis

I bought Bose headphones from your store around October 14, [redacted], at full price. An employee informed me that if the price dropped, I could claim the difference until January 12, [redacted]. They mentioned I couldn't price match until after Cyber Monday due to ongoing sales. Visiting a Best Buy store on Tuesday, November 27, [redacted], a different staff member mentioned a 15-day limit for price matching. I shared the previous information but no solution was provided. I'm eager to resolve this matter. I enjoy the product and seek a price adjustment consistent with the store's policy. My contact number is [redacted] (purchase made using rewards program). Thank you.

We bought an Insignia 4K UHD Fire TV Model NS-55DF710NA19 a week ago. Unfortunately, our Spectrum cable app is not available on it. I've learned that sideloading the app could cause problems. What is the best way to fix this? Should we: 1. Return the TV and buy another? We got a great deal at just over $[redacted]. 2. Sideload the app anyway? 3. Purchase a Roku and connect it to the Fire TV? Is this feasible? Will buying a Roku and connecting it cause issues? I was surprised to find out we couldn't use our cable subscription with this Insignia Fire TV. Any advice is welcome.

I have purchased three computers in the past week, all of which have not functioned properly. The first one overheated, the second had a faulty wifi card, and the third has a defective graphics card. I spent $[redacted] on these computers and traveled over [redacted] miles to return them for replacements, only to discover they still don't work. Six months ago, I was told by an employee that one of the computers was fully upgradeable. After buying a $[redacted] graphics card to improve performance, I learned that it cannot be upgraded. Despite my request for a refund to my Best Buy credit card, the store only offered a store credit for the original payment method used for the first computer. I am now dealing with issues on three computers and seek a resolution. If I do not receive a refund to my credit card, I will consider legal action and involve state authorities and consumer protection agencies. I request a prompt response to avoid escalating the situation further. Thank you.

Dear Best Buy Management, I'm writing to share my recent visit experience at your store on November 17, [redacted]. Upon arrival, I encountered a negative interaction with a staff member. I was loudly greeted multiple times by an employee who seemed to be wearing a different person's name badge. Their behavior was disrespectful. I chose to move away and seek assistance at the service desk, where Oliver provided outstanding service. He helped me exchange my defective Insignia Portable CD Player, demonstrating professionalism and courtesy. I later spoke with a manager named Phil to address the concerning encounter with the staff member wearing the incorrect name badge labeled "Roz." I hope that you can address this situation promptly and continue to highlight exceptional employees like Oliver. Sincerely, Terrence H.

On November 24, [redacted], at 11:34pm Pacific Time, I purchased an Apple Watch Series 4 online with Order #BBY01-[redacted]1. I utilized $40 in Best Buy rewards and paid the rest with a $[redacted] Best Buy Gift Card and an AmEx credit card. The original price of the watch was $[redacted] before taxes. I went to the Pinole CA Best Buy store on 11/27 to pick it up. Upon noticing that Costco had the same watch for $[redacted].99, I followed the price match policy by showing the associate the lower price. After consulting with a Manager, they agreed to price match. I was expecting to receive a Best Buy gift card for $15.30, but was told to return and repurchase the watch for the new price. Unfortunately, there was an issue refunding the full amount due to my reward points. I contacted Customer Care as advised, but was directed to use the chat function instead. As an Elite Plus Customer, I hope this issue can be resolved promptly online without having to return to the store. Thank you for your assistance.

I recently had a negative experience with Best Buy, my second significant purchase from them. My order number is BBY01-[redacted]92. Initially, I planned to pick up a television, wall mount, cables, and surround sound at the Bluffton SC store, but then opted for Geek Squad delivery and installation for an extra $[redacted]. On the scheduled day, they arrived without the products, instructing me to call 1-[redacted]-Best-Buy, which led to multiple transfers until I was advised to contact the Bluffton store. After speaking with them, I was promised a call back from the manager regarding redelivery and installation, but have yet to hear back. I am frustrated by the lack of professionalism and poor treatment I have received. It is disheartening to spend a substantial amount of money only to be misled and disregarded. I would appreciate a prompt response to resolve this issue. Thank you. - Angelena Murray

I recently visited the store to price match a modem from bestbuy.com. I spoke with the store manager regarding a price adjustment for a TV I bought on Oct. 6 that had decreased in price within the 15-day window. Unfortunately, because I purchased it online and picked it up in-store, I was directed to contact 1-[redacted]-bestbuy. After a frustrating day trying to resolve this, I was informed that adjustments are only possible within the 15-day period. Despite explaining my situation, I was met with resistance. It seems like my concerns were not taken seriously. I may have to consider shopping elsewhere if this is not resolved. Thank you.

I am dismayed by the poor customer service I received 20 days after purchasing the Samsung Note 9 at store #[redacted]. I bought the phone along with an Armor Edge Note9 screen protector and an otterbox recommended by a helpful staff member. However, upon returning to the store due to a cracked shield and broken Note Pen, I encountered extremely rude and unhelpful service. The phone representative was unprofessional, talking on the phone and laughing while assisting me. I was informed that I couldn't return the shield, only replace it. The manager, "Sharonda," and her colleague were dismissive and unhelpful, causing me great frustration. Despite being a loyal customer who has purchased multiple phones, I felt undervalued and disappointed in the service provided. The suggestion to seek repair elsewhere and the rude behavior exhibited make me regret not buying directly from my provider. If the service had been more accommodating and courteous, I would have been more satisfied with the resolution.

Regarding order: BBY01-[redacted]71, UPS confirmed delivery while I was at home, but the package was not found. I have filed a claim with UPS and they advised contacting Best Buy, the sender, for more information regarding the investigation. I am concerned as I purchased the item on sale during Black Friday and used a rebate, making it challenging to repurchase at the same cost. If the package is not located, I hope Best Buy can honor the original price due to circumstances beyond my control.

Dear Team, I purchased a Hoover Vacuum from your South Charleston, W.V. store on 01/10/18 with Ref. number [redacted][redacted]. Towards the end of September [redacted], the power switch malfunctioned. Despite contacting Hoover Customer Support multiple times, the only solution presented was driving 44 miles to Point Pleasant, W.V. for service, totaling [redacted] miles for a simple part repair. Feeling frustrated, I resorted to paying $69.83 for repair at a local vacuum shop. They required a general service as well due to dismantling needs for repair. I am seeking assistance with reimbursement from Hoover or exploring alternative options. The lack of local authorized repair services for a community this size is concerning. Thank you, I.B.

I made a purchase online on 11/22/18 and noticed separate charges for the television and video games (Fallout and Assassins Creed). The charges totaled $75.41. I am experiencing issues with duplicate authorizations on my account, and the representative I spoke to, Len, was unhelpful and repeated scripted responses. I am frustrated with the lack of resolution and the fact that Best Buy authorized the funds twice. I am seeking clarity on why this happened and why I have to wait for one authorization to drop off. Len's request for a fax number from my bank was unexpected. I hope to speak with someone who can provide a genuine explanation for the duplicate authorizations.

I appreciate the quick processing and shipping of my order. However, I was disappointed to receive my item without a shipping box. Shipping it this way jeopardized its safety and spoiled the surprise element for the intended recipient, a Deadpool fan eagerly awaiting the gift. The box of the item is now damaged due to shipping, and removing the shipping label will further ruin its appearance. Although the product seems okay inside, I am unsure if it functions correctly until after gifting. I plan to return the damaged product to my nearby Best Buy store and request a replacement. Thank you, K. Ambrose Order BBY01-[redacted]86 Hasbro Rival Deadpool Kronos XVIII500 Blasters 2-Pack