Best Buy Customer Service Issues

Hi Best Buy Team, I'm Kyle Hagge and I recently visited Las Vegas. While flying back to Chicago, I lost my headphones and was looking to buy Apple AirPods, but had a challenging experience at the airport's Best Buy express kiosks. Out of 6 kiosks, 3 were out of order, 2 were sold out, and 1 appeared to have stock but the machine said they were unavailable. Now that I'm home, I won't be purchasing from Best Buy due to this experience. The kiosk concept is great, but attention to maintenance and inventory is crucial to avoid disappointing customers. Wishing you the best and thank you for hearing me out. Best, Kyle Hagge

I am seeking assistance regarding a GE gas/convection range cafe series that is being replaced by GE due to issues with correct leveling and calibration post delivery by a third-party service. Despite speaking with supervisory customer service representatives and "geek squad" members, the matter remains unresolved. A new stove is scheduled for delivery this Friday through the same third-party service. I am concerned about their competence in installation. I urge corporate intervention to ensure a qualified professional oversees the installation of the replacement stove to avoid similar issues. I am willing to provide additional details if needed. The situation has been exhausting and frustrating, prompting this outreach for adequate resolution. -L. C. Email: [redacted] Home: [redacted] Mobile: [redacted]

Last week, I visited your store in Algonquin, IL, seeking assistance with a question. Despite initially encountering challenges in finding help, a kind gentleman from your staff eventually assisted me and guided me through placing an order. While I have faced similar issues with customer service during past visits to the Algonquin store, I must commend the excellent service I received at the Crystal Lake Store. Friendly and helpful customer service is truly essential for the success of any business.

My wife bought me a phone for Christmas, and I wanted to exchange it due to a better sale at the Apple Store. I visited the store today. Despite the buy one get one free deal not working for me, I wanted to purchase the iPhone ex [redacted] for $[redacted], as offered by Apple but not Best Buy. I conversed with Kyle Edwards about a cash refund to buy at the Apple Store, but he credited the amount to the card used for the purchase, which was disappointing. Since my wife is away and cannot help, I am now phoneless for a week because a cash refund wasn't provided. As a former manager with customer service experience, I believe a cash refund could have been accommodated. I am disappointed at the lack of information and the unwillingness to meet my request. I am planning to lodge a complaint with Best Buy and Apple as well as share my experience on social media. Sincerely, Johnny Allen.

I am writing to express my dissatisfaction with a recent experience at Best Buy. On a visit to the store to exchange an unopened phone purchased as a gift, I was informed of a better deal at the Apple Store for the same phone model. Despite my request for a cash refund to make the purchase at the Apple Store, I was credited to a credit card without prior notice. This has caused an inconvenience as my wife, who bought the phone as a gift, is currently unavailable to assist. The assistant manager declined to provide a cash refund, leading to my extended phoneless situation. I feel misled about the refund process and the lack of flexibility in resolving the issue. I plan to escalate this incident to the higher management of Best Buy and Apple to address these limitations and inadequate customer service. Additionally, I aim to share my disappointment with my extensive network, including on social media platforms. Your attention to this matter is appreciated. Thank you. Johnny A. and Felicia H. A.

I am Andrada M., and in October [redacted], my father purchased an iPhone XS Max for me from Best Buy in California. The phone is currently locked to AT&T, even though I am not an AT&T customer. I need to unlock it to use in Europe, specifically Romania. However, when trying to unlock it through AT&T's website, I receive an error message stating that my IMEI number and device do not match. According to AT&T customer service, I must insert an AT&T SIM card, leave the device active for 48 hours, but I am currently in Romania without access to an AT&T SIM card. I have contacted Apple, but they were unable to assist. If this issue cannot be resolved, I would like to return the iPhone for a refund. I appreciate any help to resolve this matter. Thank you.

Subject: Warranty Issue Regarding Scan Disk SSD Drive To Whom It May Concern, I recently purchased a Scan Disk SSD Drive in [redacted] that is still under the manufacturer's warranty of 3 years. However, when I tried to return it, the store manager at the San Bernardino location mentioned a 15-day return policy. According to the warranty guidelines provided by Scan Disk, I should be able to make a claim within the Warranty Period, which commenced on January 16, [redacted]. I was hoping to clarify the return process and obtain a Return Material Authorization number. Thank you for your assistance. Best regards, G. Rubalcava Astroseal Inc. 827B Palmyrita Ave. Riverside, CA [redacted] [redacted] ext [redacted]

I was informed via phone and multiple emails that I would receive a replacement dishwasher for the faulty one they originally sold me tomorrow. However, they have now changed their plan and will only pick up the old one tomorrow, with the new installation scheduled for the 16th. This was not communicated to me before, and I cannot take more days off work due to their sudden policy of limiting installer time in the house. I have already had to reschedule multiple appointments with them, leading to a total of five days off work. I am frustrated by their inconsistent communication and no-shows, especially since I purchased three appliances from them in November and not all are installed yet. I am demanding they install the new dishwasher tomorrow to avoid legal action for false advertisement and consider starting a class action lawsuit. Additionally, I will address the unfinished oven installation separately. I am requesting to speak with a supervisor about these ongoing issues with Best Buy.

In July [redacted], I purchased a GE gas range from the Best Buy store in Morehead City, NC. Despite the initial promise of delivery and installation shortly after, the stove was not included in the deliveries due to logistical issues with the delivery team. I faced multiple delays, including a setback caused by Hurricane Florence which flooded the store and disrupted operations until August. Despite multiple promised delivery dates in August, September, October, and November, the stove never arrived. Frustrated by the lack of communication and extended delays, I eventually purchased a gas stove from a competitor and had it installed promptly. After six months of waiting, Best Buy finally contacted me to say that my stove was ready for delivery. While they offered a refund, I proposed paying for the new stove purchased elsewhere instead. Best Buy referred me to Corporate HQ for resolution, prompting me to seek your assistance. I had previously been satisfied with Best Buy's service, but the handling of this situation left me dissatisfied. Given the distress and inconvenience experienced, I am hopeful that some compensation towards the cost of the stove purchased from another store can be considered.

Hello, my name is TERRY LEONARD. I have recently spent over $4,[redacted] at the Altoona, PA store in the past week. While I don't want to mention any names, the Best Buy employees were great and helped me out. However, a few days ago, I brought in my daughter's new 8-inch Windows 8.1 tablet purchased on 12/1/18 at Zeki Tablets to find a case. An employee tried fitting it into six different cases, and when I went to set it up for my daughter, the screen wouldn't turn on and it was broken. I know the tablet was working fine when I brought it in, and I trusted Best Buy, but it seems like during the case fitting, it got damaged. My wife even heard a crack and questioned the employee about it. I am disappointed in how this situation was handled, especially after spending so much at the store. I've contacted Zeki, but they won't do anything because it was damaged at Best Buy. I would appreciate speaking to a representative to resolve this matter, or I will have to take my business elsewhere. Thank you. Terry Leonard [redacted]

On Saturday, January 12, [redacted], my husband purchased a Wacom tablet for me at the Clarksville, Indiana Best Buy store. However, upon trying to download the software, we encountered a glitch in the Wacom registration process that led us to seek customer service help, which was unavailable on weekends. This lack of weekend support is disappointing, especially for working individuals. The $[redacted] Geek Squad program we bought did not provide the remote assistance we expected, prompting us to return the product rather than having to bring our computer into the store for help. It's essential for companies like Wacom to offer 24/7 customer support in line with modern standards. Best Buy should urge Wacom to improve their customer service or provide alternative solutions for customers to easily set up their products. This experience led us to return the tablet, showing the importance of accessible support services for customers.

The return/exchange experience at Veteran's Parkway in Clarksville, IN was extremely disappointing. Despite the "Stress Free" return policy on the Lenovo computer purchased for my son, issues arose. Upon visiting the store for a return, encountering staff members Dan and Justin, who claimed to be managers, but later Justin revealed he was from The Geek Squad. Justin insisted on diagnostic services for $[redacted].99 before proceeding with the return, contrary to the policy. When challenged, the actual Manager, Dan, demanded a full diagnostic before considering the return. Frustrated by the complications, my wife was asked to leave the store. Seeking assistance from another Best Buy location, the return process was swift and professional, adhering to Best Buy's standard policies. I advise avoiding the Clarksville, IN location due to the unprofessional behavior of its management and Geek Squad team. The staff at the second Best Buy branch handled the situation efficiently, restoring my faith in the company's customer service.

Hello, my name is Gary Stabler. I am a 76-year-old disabled veteran and a long-time loyal customer of your stores in Mentor and Mayfield Heights, Ohio. Throughout the years, I have purchased numerous electronics from TVs and iPads to speakers, computers, and accessories. I have encountered two concerning incidents regarding how elderly customers are treated at your stores. Recently, I bought an iPad in Mayfield Heights, but upon attempting to install a SIM card later, it was discovered that the iPad was defective due to a factory flaw. I requested a replacement from a store employee named Tim Grace, who promised to follow up but failed to do so. In another disappointing situation, after purchasing a Samsung TV, soundbar, and TV cabinet at the Mentor store, the delivery was arranged inaccurately, resulting in a mix-up with another customer's address. My salesperson was Tim Burt, but I have been unsuccessful in contacting him. I kindly ask for resolution on these matters as I prefer to continue supporting Best Buy as a local business instead of shopping online in the future. My contact information is [redacted] and [redacted] Thank you for your attention to these issues. Gary L. Stabler

I visited the Best Buy in St. Albert on January 11, [redacted], in the morning to get a phone chip and set up a pay-as-you-go plan. I encountered a blonde woman with glasses who seemed disinterested in helping customers. I patiently waited for 30 minutes before she abruptly gave me a SIM card and instructed me to pay at the front as her register was broken. After purchasing the chip and top-up card, I had to wait in line again for another 10 minutes before she rudely asked if I had another question from a distance. When I mentioned I needed help setting up my phone, she dismissively mentioned a $35 charge and suggested I do it myself online. Feeling humiliated, I tried setting it up using WiFi but encountered issues. Now, I've wasted $63 and still don't have a working phone. As someone who is struggling financially and jobless due to circumstances, this experience was disheartening. The lack of professionalism and customer service has left me with a sense of hopelessness.

I was searching for the Dell P2418HT 24" IPS LED FHD Touch-Screen Monitor until December 28, [redacted]. Initially priced at $[redacted].99 on Best Buy, I later found the same monitor for $[redacted].99 on Dell's website. Despite preferring Best Buy, I alerted them of the lower price on Dell's site and they matched it. I placed my order at Best Buy on December 28, [redacted], expecting delivery by January 12, [redacted]. Disappointingly, I received an email on the delivery date stating a delay until February 11, [redacted], potentially canceling if unavailable. Best Buy's actions caused frustration as the monitor remained in stock elsewhere at lower prices. I believe Best Buy should honor the order promptly as advertised, deliver as scheduled, compensate for time wasted, and refrain from canceling without cause. These issues need swift resolution. - Imad Mohamed

I bought a Dell Inspiron [redacted] on Nov 14, [redacted], for a cruise starting on Jan 20, [redacted]. Unfortunately, on Jan 10, [redacted], the screen began jittering and malfunctioning. The Geek Squad couldn't troubleshoot it until Jan 26, [redacted], and suggested I buy another computer for the trip. Upon trying to return the faulty computer, I was informed it was outside the return window. I understand that even if I had purchased a replacement from Best Buy, it would also be outside the 30-day return policy after the trip. Therefore, I purchased another computer from B&H for the cruise and I plan to explore options with my Visa Platinum company. The manager in Trumbull, CT, mentioned that any actions regarding payments could be considered fraudulent. This experience has unfortunately diminished my trust in Best Buy, especially after being a loyal customer for over 20 years and purchasing multiple computers. I believe your website should clearly state that hardware troubleshooting and repairs are not done locally and require a minimum two weeks for service, as per the explanation from the Geek Squad and store manager. Thank you.

Subject: Defective Apple iPad Purchase Issue Dear Customer Service, I am writing to address an issue I am facing with a defective Apple iPad that I purchased at your Soquel, California location on 1/11/19. Despite multiple attempts by Apple technicians and the Geek Squad to fix the device, it remains unusable. The experts at the Geek Squad mentioned a software problem and asked for the iPad's serial number, which I provided. However, Apple now claims that the serial number is not in their system, causing further delays and confusion. I have spent significant time and effort trying to resolve this matter, including hours of phone calls and visits to the store. I am seeking a refund for the faulty iPad and hope for a prompt resolution. For verification, please contact Apple supervisor Veronica at 1 [redacted] ext. [redacted] with case number 1[redacted]6. I appreciate your attention to this matter and look forward to hearing from you soon. Sincerely, Roger F. [redacted] Email: [redacted]

I've made three trips to Best Buy in Downers Grove at Butterfield Rd. [redacted] to get a cell phone. The phone I wanted wasn't available despite being told it was. When I asked about ordering it, they said no and it's only available for pickup in Melrose Park, which is too far for me. I tried to order online, but my Discover Credit Card, used since [redacted], was not accepted for the $21.60 order. This has been a frustrating experience, wasting time and gas money. My family and I are regular Best Buy customers, and I hope they can resolve this issue to keep us as customers. Thank you, Mark K. from Downers Grove.

I recently purchased two Stem gift cards for my son, totaling $[redacted], with cash. When my son attempted to use them, they were invalid and could not be loaded onto his account. Stem confirmed the cards were not valid and did not have the $[redacted] loaded. Best Buy store informed me that they could not refund me in-store and advised me to contact corporate. After speaking with a representative and manager, I was given a case number and instructed to return to the store for a cash refund. Despite the assurance, when I returned to the store, the manager could not provide a refund and customer service said it could only be done in-store. I feel frustrated after the back and forth within a span of two hours. I cannot dispute the charge with my credit card since I paid in cash. I am seeking a full refund as promised by corporate. I am deeply disappointed and troubled by the financial loss. Sincerely, Leah A. S.

I purchased an open box iMac on December 30, [redacted], at the Charlottetown, Prince Edward Island, Canada Best Buy location. The Geek Squad had verified that it was in perfect working order. Upon setting it up, the iMac failed to restart. Best Buy couldn't assist due to it being an Apple product. Apple directed me to the nearest Apple store, a 5-hour drive away, or to an authorized repair center like Staples, where I was informed there was no warranty coverage, contrary to what the salesperson had assured me. The receipt states that it comes with a full warranty equivalent to a new item's coverage. Apple claims the warranty starts upon the first use, not its original sale. Despite speaking with a store supervisor who couldn't help, I am seeking a refund due to being misinformed and receiving a defective, year-old iMac without a valid warranty. I paid with my Best Buy credit account and prefer a refund to a gift card. I believe this issue can be resolved without resorting to social media. Regards, Wayne L.