Best Buy Customer Service Issues

Dear Community, I wanted to share my recent experience with my local Best Buy regarding a Christmas order that did not go as planned. I had ordered a remote car start system online for my wife's Christmas present, scheduled for installation on December 19th, just 6 days before Christmas. However, on December 13th, the install technician expressed discomfort in installing the system on European cars like mine. Despite numerous attempts to resolve the issue by calling the store, I could not reach anyone between December 13th and December 17th. Frustrated by the lack of communication, I decided to cancel my order on December 17th, leaving me in a difficult position to find a replacement gift last minute. I hope that the Best Buy store in Braintree, MA will improve their customer service to avoid similar situations in the future. Thank you, J.P. Faherty

I am reaching out regarding an issue with a purchase I made on 12/12/[redacted]. I made the transaction, and my bank account shows it as paid. However, I received an email stating that my card was declined seven days later, which is not accurate. I have evidence of the payment in my bank transactions. I use a mobile banking app that only allows transactions with available funds. After placing the order with Best Buy, I received a confirmation and immediate notification from my bank. Unfortunately, even after speaking with two agents today, I still do not have a clear explanation for the failed transaction. My order number is BBY01-[redacted]39, and I can provide email confirmation of the order.

I was double charged for my purchase, and I did not receive my games. The customer service representative told me I wasn't charged, but my account shows otherwise. Even after explaining this to Estephanie, she kept insisting I hadn't been charged and suggested I repurchase. I find her behavior and lack of assistance frustrating. I just want my Spider-Man game for PS4. It's disappointing that she couldn't connect me with a supervisor or assistant manager who could offer better customer service and resolve the problem. I hope to receive positive news soon without any unnecessary issues.

I went to Best Buy to purchase a Bluetooth adapter for my home entertainment system to stream music from the Google Home app. However, the sales associate recommended two options that did not work, leading to a disappointing experience during my Christmas get-together. I have been a loyal Best Buy customer for the past decade, but lately, I have encountered multiple instances of uninformed staff providing incorrect guidance. Despite Best Buy's claim of having knowledgeable employees, my recent encounters suggest otherwise. I don't seek any compensation; I simply wish to visit the store and receive accurate assistance from the staff. Although I can't obtain a refund for my Premier Account, which I signed up for a few months ago when buying a car stereo for my child, I will accept that I may not receive the expected value from it.

I bought an iMac with a UHD 21-inch screen in February [redacted]. Shortly after, I added an HP Printer [redacted] and Klipsch speakers. When the ink ran out, I installed new HP 63 cartridges from Best Buy, but they showed an "incorrect installation" message. I tried the old cartridges, which worked. Office Depot provided functional HP 63 cartridges. When I tried to return the faulty ones to Best Buy, they refused due to them being opened. I'm frustrated by the lack of service and expected better after being a loyal customer. I'm not seeking a refund; I just want cartridges that work. I hope Best Buy can make an exception and replace these faulty cartridges. - Ken H.

To whom it may concern, My husband and I, both in our 70s and frequent travelers in the U.S., often use checks for our purchases. However, during a recent visit to your Muncie, IN store, we encountered an issue. When attempting to buy a $[redacted] gift card, we were informed that your check cashing service had no record of us. Despite having shopped at your store in the past and held store cards, we were unable to utilize our check on this occasion. This situation was quite embarrassing for us, and as we live out of town, we had to make a return trip to the store the following day to complete the purchase. The gift card we sought is intended as a Christmas gift for our granddaughter in college, to assist her in acquiring the necessary laptop. Regrettably, this experience has left us very dissatisfied, and we have decided not to patronize your stores in the future. Cordially, Elizabeth S.

Hello, I recently ordered a ‘23andMe’ kit from Best Buy as a Christmas gift for my father. The order was placed yesterday. I specifically chose Best Buy so the item would arrive before Christmas. Unfortunately, I received a notification through text and email that there will be a delay, and it won't reach me in time for Christmas. It is crucial for me to have this gift as I don't see my father often. If I don't give it to him now, he won't receive it for months. Missing this opportunity to give him the gift during Christmas would be disappointing. Therefore, I would like to cancel this order and purchase it elsewhere where I can receive it before Christmas. I appreciate your prompt response.

I preordered 2 steelbook Blu-rays for pickup to secure copies ahead of the release date, but due to holiday circumstances, I couldn't pick them up in time and had to cancel my order. Your policy is not very adaptable in this situation. Two days after the pickup deadline, the products are now sold out. My credit card was already charged, so I do not understand the issue with a slight delay in pickup. I seek a clearer explanation for this policy and hope to see improvements in your customer service. This experience is quite disheartening.

I had the most incredible shopping experience at the Gainesville, FL store! The deal of the day on the Dyson fan & vacuums for [redacted].99 was unbeatable. Eric, the Dyson expert, provided exceptional assistance in helping me get exactly what I needed. Thanks to him, I finally purchased a Dyson stick vacuum after wanting one for over 10 years. I also bought one as a Christmas gift for my mom, and I am so excited for her to open it! With Eric's guidance, I also purchased 3 Dyson table fans, which are fantastic. He even helped me apply for a Best Buy credit card, making me a loyal customer. With Eric's premier customer service and the support of Chase, the manager, my husband and I left the store that night with all my dreams fulfilled. I am thrilled with my purchases and incredibly grateful to Eric and Chase for their outstanding service.

Order Number: BBY01-[redacted]47 Order Date: October 29, [redacted] Order Total: $[redacted].36 Order Status: Complete 3 items I attempted to buy an early Christmas gift online to prevent any issues. In the past, I bought a similar item for my wife without any trouble. However, this time, there were problems. The trouble began after I made the purchase, when I realized I wasn't informed about receiving an email for the free installation set-up. I couldn't understand why the installation voucher email wasn't provided at checkout. Unfortunately, the email was never sent, leaving me frustrated as Christmas drew near. I tried reaching out through chat and calls, facing further delays and unhelpful responses. Eventually, I had to visit my local store to resolve the issue caused by the missing email. The delay in installation means my daughter will have to wait an additional 2-3 weeks to enjoy her gift. I suggest including the installation voucher immediately in the confirmation email or physically with the product to avoid such inconveniences in the future. Despite the ordeal, the Muskegon store on Harvey St. provided excellent customer service and saved the sale. This experience has made me hesitant to purchase a combined product and service from your company again. Best regards, R. Lukos

I bought an LG 65" TV (OLED65E8PUA), order #[redacted][redacted], on November 18th and received it on November 20th. I recently set it up for Christmas and found that the speaker is blown, resulting in poor audio quality. I would like to have it replaced. I am aware that the exchange period has been extended until January 12th, [redacted], so my request falls within that timeframe. I have preserved all the packaging and can return it to a store. Unfortunately, my local store in Issaquah ([redacted] E Lake Sammamish Pkwy SE, Issaquah, WA [redacted]) does not currently have this model in stock. They mentioned that they receive them periodically but are unable to reserve one for a return. How can I arrange a return day for my LG 65 OLED TV and receive a replacement immediately? Thank you, Mikky.

Dear Best Buy, My home was destroyed by Hurricane Michael in October, and my job still hasn't reopened. I have an 11-year-old daughter, and I was hoping to buy her a 13-inch laptop for Christmas. The brand doesn't matter to me at this point. I have reached out to the Red Cross and the Salvation Army, but they cannot help me at this time. As a single mother facing this situation for the first time with no home or funds for Christmas, I am desperate for assistance. We lost everything and didn't have homeowners insurance. Please, can you donate a laptop to help make my daughter's Christmas a little brighter? She's already worried if Santa will find us without a home. Your support would mean the world to us. Thank you, and Merry Christmas. I hope that no one else has to go through what we are experiencing. I sincerely pray for your help, and I am truly grateful. Thank you.

I placed an order for a washer and dryer on December 1, [redacted], with a scheduled delivery date of December 21, [redacted]. Despite being given a delivery time slot of 11am-1pm, the delivery was over 2 hours late, arriving at 3:15 pm. In my attempt to file a complaint via email, I encountered difficulties when calling [redacted]. After being on hold for over 8 minutes and being transferred 3 times, the call was disconnected. Upon calling back, I was informed that there was no email address for complaints and was only given a mailing address when pressed for options. It took multiple requests to finally be directed to the website's feedback section to make a formal complaint. I had to rearrange my entire weekend due to the delayed delivery, without receiving any prior notification. This frustrating experience has deterred me from making any future purchases from BestBuy, both in-store and online.

I am a regular customer named Juan Carlos and I have had a credit card with your company for about 3 years. On December 21, at approximately 10:30 am, I visited the store located at Broadway Street in Soho, NYC. I was interested in purchasing a simple mobile phone and noticed a Moto G6 on display priced at $69.99. When I asked the Hispanic salesperson (whose name I couldn't get) to purchase it at that price, he explained it was a stocking mistake. I kindly requested to speak to a supervisor, but he refused, stating it was unnecessary. I have photographic evidence of the price tag on the display and the item itself, as well as the store's exterior. I believe there are security cameras that can verify this incident. I am hoping to purchase the Moto G6 at the displayed price of $69.99 as indicated. Thank you in advance for your assistance in resolving this matter.

I placed an order for a turntable on 12/12 with Order Number: BBY01-[redacted]08. Though I was notified via email on 12/14 that it had been shipped with an estimated delivery of 12/16, it has yet to arrive. Upon tracking, it seems Best Buy hasn't made the package available for shipping despite labels being prepared. After contacting customer service twice, no resolution has been reached. The representatives promised callbacks to no avail. Today, on December 22, both USPS and UPS have yet to begin the shipping process. It's becoming increasingly likely that the gift won't make it for Christmas. I'm extremely disappointed in Best Buy's lack of shipment, communication, and problem-solving. I expect a prompt and efficient response from Best Buy addressing this matter and delivering the ordered product. Additionally, I believe reimbursement is due for not meeting the promised delivery timeframe upon order placement. Samantha

I purchased a Hisense TV (H60 – 4K UHD Smart TV) from Best Buy in August [redacted]. Initially, the remote was synced, but after some time, it lost sync with the TV and all attempts to re-sync failed. I found a solution online where syncing the remote with another TV resolved the issue. Best Buy refused to help me and I had to seek assistance at a computer repair store where they quickly synced the remote to another TV for me. However, now, a year later, the remote is out of sync again. A Geek Squad representative was unable to assist me and suggested bringing both the TV and the remote to the store. This seems impractical for a 45" flat screen TV. I am looking for a more convenient solution to this recurring problem. If there is someone available to chat or offer advice, please reach out to me at [redacted] Thank you.

During the Christmas season, I expected some delay with the store pick-up process, but waiting an entire workday was unreasonable. After contacting the store 3 hours before canceling my order, I was informed they had over [redacted] orders to fulfill. If they can't manage to pull [redacted] items in a few hours, there might be an understaffing issue. The website advertised a pick-up time of 45 minutes to 3 hours with holiday traffic, but this was not met. A notification with an estimated time should have been provided to manage customer expectations better. Visiting the store only to hear that my order wasn't ready was frustrating, and I was unable to just pick it up myself. This experience was unacceptable.

Dear Best Buy Customer Service, As a loyal customer, I often participate in rating Best Buy's performance. Recently, at the Sherman Oaks store, I encountered a disappointing experience. After politely requesting to speak with a manager, I waited for 15 minutes without any connection. Eventually, I discussed the issue with "Angelica," who seemed dismissive and blamed the situation on the holidays. Despite numerous employees assisting with sales, there was only one customer service agent at the returns desk, leading to a 45-minute wait for those ahead of me. While I understand the holiday rush, it's crucial for Best Buy to provide consistent service regardless of the season. Customers returning items deserve the same respect as those making purchases. I urge Best Buy to reevaluate its customer service policies to prevent such lapses in the future. Respectful and efficient service is essential for customer satisfaction and retention. Sincerely, W. S. R., M. D.

My name is Juan Carlos, and I am a regular customer holding a credit card with you for about five years. On December **, around **:** am, I visited your store located in Soho NYC on Broadway Street. I was interested in a simple mobile phone and spotted a Motorola G* displayed with a price tag of $**.**. When I called the salesperson over (a Hispanic gentleman, whose name I didn't catch), he scanned the phone and informed me it was a stocking error. I understood, but I politely requested to purchase the phone at the price listed on the tag. Despite asking for a supervisor, I was denied as they claimed it was a mistake. I have a photo of the phone with the price tag and another of the store. I believe there are security cameras that could also verify this. I am hopeful that you will honor the price I saw and allow me to purchase the Motorola G* at $**.** as displayed. Thank you in advance for your attention to this matter.

I am disappointed with the service I received recently. I placed an order on the 22nd with the expectation of receiving it by the 24th. Unfortunately, I only received a delay notification on the 24th stating that the package may take up to 7 days to arrive, with an option to cancel if not received by January 23. This has left me feeling frustrated as I was counting on the items for Christmas gifts. I also struggled to reach customer service for assistance. To make matters worse, despite the delay with my current order, the website still shows availability for delivery by the 27th. This inconsistency has added to my disappointment. I believe I should be compensated for the inconvenience caused by the inaccurate delivery information provided.