Best Buy Customer Service Issues

I placed an order for a computer during the Cyber Monday sale. After realizing that using my AMEX card would provide me with a better warranty, I contacted customer service to change the payment method. Despite being assured that the order could be canceled and I could reorder, I faced challenges with canceling the initial order. Despite multiple attempts, the order was not canceled as promised. A representative from Best Buy called to discuss canceling one computer but advised that I needed to return it once delivered. I expressed my frustration and requested to speak to a supervisor, but was initially told they were unavailable. After insisting, the representative was able to cancel the order. However, the situation was mishandled, and I was left feeling dissatisfied with the service received. This experience has been frustrating, and I hope for a more efficient resolution than being told it is my fault and inconvenienced with a return.

Subject: Issue with Undelivered Order and Pending Refund Hi there, My name is Toby MacFarlane, and I wanted to bring to your attention an unresolved issue with my recent order. I placed an order for the Feewell-Holder for DJI Mavic [redacted] and Spark 4730s in black on November 10th with the order number BBY01-[redacted]07. Despite a shipping label being printed on November 12th, the item has not been received by me. I was assured by a customer service representative last Monday that the order would be canceled and the refund processed to my Best Buy card issued by City Bank. However, as of now, neither the order has been canceled nor have I received the refund as promised. I was told the refund would take one business day, but it has not been processed yet. Thank you for your attention to this matter.

I am looking for recommendations for a top-of-the-line laptop. Can you suggest the following details: (1) Brand Name (2) Type of Computer (3) Does it come with Microsoft? (4) How much storage, for example, 128GB? (5) Does it have an Intel Core i5 processor? (6) Best gaming Asus? (7) Is it a 2-in-1 Touch-Screen Laptop? (8) What kind of Intel Core, like i7, and how much memory, for instance? (9) What software is pre-installed? (10) Tell me about the hard drive, like the type, for instance, 2TB. (11) Operating system included? (13) Microsoft Windows? (14) Monitor size? (15) Maximum RAM size? (16) Is it a 2-in-1 detachable? (17) Number of USB ports? (18) HDMI port availability? (19) Included software examples like Flipboard, Evernote, Zinio. (20) Does it include an electronic pen and power supply? (21) Battery example, for instance, 3-cell lithium-ion? (22) Does it come with included antivirus software, and a firewall? Can additional payment provide these features?

On November 16th, I placed an order for a certified excellent open box 43" 4k Roku Smart TV with Best Buy (order #BBY01-[redacted]03), but I have not received it yet. The Best Buy website initially indicated my order was being reserved, but now it shows shipping delays. I suspect the delay is due to a shortage of certified excellent open box TVs. Consequently, I am unable to utilize my cable subscription. I am interested in receiving a new version of the TV instead, considering there was only a $13 difference in price at the time of purchase. I hope that Best Buy can accommodate this request without requiring additional payment from me. If my assumptions about the cause of the delay are incorrect, please disregard this message.

I'm experiencing difficulties with Best Buy and have been on hold for 30 minutes. Can I speak with a supervisor? I prefer a phone call. Could you provide me with a direct phone number for a supervisor at Best Buy? I have waited for more than 30 minutes on hold. Thank you, I will contact the Better Business Bureau.

I have had my order canceled four times. On 11/30/[redacted], I placed an order at the Wilmington Best Buy for an iPad Pro and Apple Pencil. Unfortunately, the AirPods and accessories were not available in-store but could be shipped. Despite everything going through, once I returned home, the "to be shipped order" had been canceled again. I have been trying to contact your 1-[redacted] number but have been on hold for 45 minutes. Can someone explain why my orders are being canceled repeatedly? My credit card and credit history are not at fault, as I have been a loyal Best Buy customer for 20-30 years without any prior issues. If there is an issue with fulfilling my orders, please inform me, as I can take my business elsewhere and recommend others do the same. My last order number is [redacted][redacted] and the first order number was BBY01-[redacted]49 on 11/22/[redacted]. I dealt with long wait times on the [redacted] number and was referred to a corporate number without getting any answers. Best Buy has inconvenienced me greatly, and I would appreciate resolving this matter promptly. You can reach me at 1 [redacted] to discuss this further. Thank you.

On November 25th, I bought 6 items, including a laptop, with a Best Buy credit card. Some parts of the order were later cancelled without explanation, prompting me to call Best Buy customer service today for answers after an hour-long call. According to their credit card company, the purchases were initially delayed due to the card's limit but can now be processed. However, Best Buy is now insisting on charging a higher price for the pending purchases rather than the advertised price due to an internal issue. I believe this practice is deceptive and fraudulent, resembling a bait-and-switch tactic. I am concerned about how Best Buy will address and resolve this situation.

I purchased discounted items for in-store pick-up in Melrose Park, IL during Black Friday weekend. I requested an extension on the pick-up date, which was approved over the phone without providing my order details or name. However, upon arriving today, I was informed that my items were no longer available at the discounted price. Despite speaking with a Best Buy representative who assured me of an extension, the store claimed the items were returned to stock. I am disappointed as I cannot afford to repurchase the items at full price. The customer service experience was lacking, especially after being misinformed about the extension. I hope Best Buy can honor the original Black Friday prices for my items, as I followed the instructions given to me by their staff.

I hope this message finds you well. I want to share my recent experiences at various Best Buy stores. The Fair Lakes Store and the Leesburg Store provided outstanding service, but I'm extremely disappointed with the Gainesville Store. I bought a remote start kit online and tried to schedule an installation, but Gainesville couldn't accommodate me, and I wasn't given the option online. The staff at the store gave me incorrect information and urged me to buy unnecessary items. The service was subpar. I contacted the Best Buy corporate line, and the store manager, Marcus, couldn't resolve the issue and mentioned I needed to buy installation despite paying the indicated price online. He also threatened to have me removed from the store. I believe this incident highlights the need for better training at this store. I felt unfairly treated by Marcus and encountered prejudiced behavior. I lost 8 hours on this matter and worry about Best Buy's customer service standards under this manager's leadership.

Hello! I bought a Pixel 3 that is broken (microphone doesn't work) which I received 11 days ago with a Black Friday discount of $[redacted]. When I tried to exchange it in-store, I was told I would lose the discount and have to pay full price. The order number is BBY01-[redacted]99 and the IMEI is [redacted][redacted]. I purchased a faulty product and now it seems I have to pay more to exchange it. The store staff were rude, and the phone service was not helpful in maintaining the discount. I feel misled and disrespected in this situation and would like a proper resolution without additional charges. Thank you.

I purchased a Samsung Galaxy S9 on Friday, the 23rd. However, upon opening the delivery on Thursday, the 29th, I found a keyboard instead of the phone. Visited two Best Buy stores with no resolution as they informed me they submitted a form. When I reached out to customer service, they had no knowledge of the form. I am scheduled to leave the country on Saturday, the 8th, and urgently need the phone. Despite expressing willingness to accept a different color for expedited shipping, I was informed it's considered a different product. After two lengthy calls that abruptly ended, I am extremely dissatisfied with the lack of efficiency in resolving this issue caused by the error. This experience has left me reconsidering future online purchases from your company. I hope for a swift resolution and to receive the correct product before my departure.

Four days before Black Friday, I shopped at Best Buy in the south loop of Chicago for the Bose noise cancelling headphones priced at $[redacted]. I consulted with a salesperson about waiting for Black Friday sales, and was told Best Buy would refund the difference if the headphones went on sale. On Black Friday, the price dropped to $[redacted]. When I went back to the store today for my $50 refund, I was informed they couldn't price match Black Friday sale items. The salesperson's error in not providing this information disappointed me as I waited for the sale. The store manager acknowledged the mistake but refused to give me the refund. It's surprising that Best Buy doesn't honor information given, even if it was incorrect. Regrettably, I won't be returning as a customer.

Recently, I visited the Geek Squad at Best Buy in the Empress Walk shopping mall to address an issue with my Dell laptop. Unfortunately, they returned it to me with a screw left inside which damaged the CPU. The store manager offered me a $[redacted] credit towards a new laptop. I decided to purchase a $1,[redacted] gaming laptop and a 4-year warranty, which they adjusted to honor as compensation. However, after 2 years, my laptop battery died completely, and the Geek Squad at the Highway 7 location informed me that the part needed for repair was unavailable. They offered to replace the laptop or provide a gift card equal to the value on my receipt, $1,[redacted], which I would need to use towards a new warranty. Feeling dissatisfied with the situation, as the same laptop now costs $1,[redacted] at Best Buy and I would need to spend an additional $[redacted] on a warranty, I am considering alternative options for future electronics purchases.

Hello, I recently purchased a Galaxy Note 9 from Best Buy on November 20 for a trip scheduled for November 29th. Prior to leaving, on the 28th, my phone began freezing for approximately 15 seconds before restarting itself. Despite initially overlooking it, the issue continued during my time in Asia. The phone frequently freezes, restarts, and the retina scanner fails to function properly, prompting additional verification methods. I am aware of the 14-day return policy, but as I am in Cambodia until December 10th with only access to Wifi, I am unable to visit a Best Buy store. I have noticed a "bug report" but unsure how to proceed. I hope to seek assistance upon my return as there are no Best Buy stores in Cambodia. Thank you. Warm regards, J. Doncost

I recently bought a new stereo system for my [redacted] Jeep Patriot along with all necessary hardware, warranty, and installation services. The scheduled installation for November 21, [redacted] at 4 PM at the North Riverside location turned into a mix-up when I was directed to the wrong store. After some confusion, driving to different locations, and scheduling changes, I eventually had the Sony stereo installed at the correct location on North Ave. Unfortunately, a few days later, my car battery died unexpectedly, costing me $75 for an emergency jumpstart. As someone with disabilities, this situation has caused significant inconvenience as my vehicle is essential for work, health appointments, and independence. I am eagerly awaiting the appointment on December 9, [redacted] at 2:15 pm to address these issues.

I purchased a Sharp 55-inch TV online on November 11, [redacted]. Unfortunately, it arrived damaged, so it was picked up on November 20th after numerous calls. I received an email from the Brampton office confirming the return and advised to contact customer service for a refund, which I did on November 20th. They mentioned it would take 5 business days. After not receiving any updates, I followed up on November 29th, and they informed me that a case number was being generated for my refund. I spoke with a supervisor who mentioned they would investigate the issue. Today, on December 3rd, I contacted the supervisor, and he indicated that a case number has been created, and it will take 7 business days for a resolution. I am frustrated with the delays and excuses. Can anyone provide advice on why this process is taking so long and what steps I can take next? Thank you, Meenakshi.

I bought a Dell Inspiron 15.6" Touchscreen laptop on the BestBuy.com website on Black Friday. Best Buy confirmed the purchase and delivery with Order # BBY01-[redacted]33. Days later, they canceled my order due to unavailability. Selling a laptop they don't have is deceitful. They now expect me to pay full price, even though they caused me to miss out on buying it elsewhere. This practice is unlawful and shows poor customer service. I insist on either paying the advertised price of $[redacted] or receiving a similar laptop at that price from Best Buy.

I bought a washer and dryer from Best Buy online and used my Best Buy card for an 18-month interest-free payment plan. During checkout, I chose to donate $[redacted] to St. Jude Children’s Hospital with the expectation that it would be under the same payment arrangement as my appliance purchase. If the donation cannot be included in the 18-month interest-free plan, I request it to be taken off my account. I do not want to pay interest on a charitable contribution. I have contacted Best Buy's customer service and credit card department multiple times but have not received a definitive answer. Unfortunately, my last call was disconnected. Can the donation be part of the 18-month no-interest payment plan, or should it be removed?

Service Order Number: 00[redacted]05 Device: Lenovo Yoga [redacted] I brought my Lenovo Yoga [redacted] to the Cape Girardeau store on November 19th, only having it for a little over two weeks. I purchased it from your St. Louis (south) store brand new. After your team couldn't fix it, they requested to send it back to the manufacturer for repairs, which I approved. To my surprise, I later learned that it was sent to Brooks, KY, your repair facility. The transit time of eight days for a [redacted]-mile distance seemed excessive. Upon tracking, discrepancies were found in the arrival times at the facility and the quick diagnostics and repair order processing. This experience has left me questioning the information provided by Best Buy employees. I've been a loyal customer, purchasing various items over the years, and it is disheartening to encounter this level of service. I expect my laptop to be repaired promptly and returned to me in working order. Best, Al Rohrer

I placed an order on Nov 24th for 3 items. Two items arrived on Nov 29th, but the receiver was shipped separately by OnTrak. It seems OnTrak attempted delivery but returned the item to their warehouse without coming to my home. Best Buy's customer service has advised me to repurchase the item in-store and wait for the return to get a refund. This solution is unacceptable to me as a loyal customer. I need help resolving this issue promptly as I have the speakers but nothing to operate them with. While I can pick up the receiver at a Best Buy location, I don't want to pay for it again. The responsibility lies with the seller to ensure a successful purchase, not with the customer to repurchase due to delivery issues. I am disappointed with this level of service and worried about the decline in customer satisfaction. Please contact me soon with a more satisfactory resolution to maintain my loyalty to Best Buy.