Best Buy Customer Service Issues

As a long-time loyal customer of Best Buy, I recently encountered two disappointing experiences at the Northglenn, CO location. I purchased a Nest camera as a gift only to find out the recipient needed a Ring camera instead. I also received Nest smoke detectors that were not the right model. When I tried to exchange the detectors without a receipt, I was given the previous lowest price and had to pay the difference. Then, when I exchanged the Nest camera for a Ring, I was told I couldn't use my rewards immediately. When I returned to apply my rewards, I was informed I had to give back the free Echo Dot or pay for it separately. Despite feeling undervalued, I opted to pay for the Echo Dot and apply my rewards. The handling of both transactions was unsatisfactory, and I believe the situation could have been resolved more efficiently with proper customer assistance and understanding. - Charles L.

I am reaching out about my frustration with your return policy. I bought a phone cord for my car stereo on around 12/21/[redacted] that turned out to be incompatible with my phone. Despite purchasing it less than a month ago, when I tried to return it today, I was informed it was outside the return window. The staff refunded me, but instead of putting the money back on my debit card, I was given a store credit, which I won't use as I don't shop there. It's disappointing to receive a gift card for a store where I don't shop due to the short return policy. Most places allow returns within 30-90 days, unlike your two-week limit. For a $14.99 cord bought less than a month ago, being given store credit instead of a debit card refund is frustrating. It makes me question shopping at Best Buy if they don't stand by their products longer. I now have a useless store credit and two $25 gift cards I probably won't use. If products are not backed for more than a couple of weeks, I'll take my business elsewhere. Best regards, J.A.

I am reaching out about an issue with purchasing a new iPad Pro (order [redacted][redacted]). Unfortunately, a glitch occurred during the software update process and I was advised by Geek Squad to exchange the iPad for a new one. Regrettably, the Portsmouth, NH store was out of stock, so they arranged for a delivery the next day to my home, which I appreciate due to relying on my iPad for various electronic activities, particularly digital artwork that I sell. Recently, I was informed that the delivery of the replacement iPad will be delayed indefinitely, causing distress as I heavily depend on it for business use. I traded in my previous iPad, therefore I am without a device now. If I had foreseen this issue, I would have reconsidered my purchase. This is the first inconvenience I have encountered with a Best Buy transaction. I am open to options to expedite the delivery, even willing to consider a 12.6 inch model, although I prefer the smaller size. Thank you, David H.

On December 20, [redacted], I made an online purchase of 2 Insignia Fire TVs with Geek Squad protection from Best Buy. My order number is BBY01-[redacted]00, and the total purchase amount, including tax, was $[redacted].11. Unfortunately, after Christmas, upon setting up the TVs, I discovered that Amazon had blocked the use of my YouTubeTV streaming service. On January 7, I returned the TVs to the store for a refund and then bought 2 Roku TVs in-store. The new order number is 0[redacted] [redacted], and the total, including Geek Squad and taxes, was $[redacted].23. During the refund process, I noticed that the credit was $51.15 less than expected, missing the taxes and refund adjustment for one of the TVs purchased. I reached out to customer service and got a partial credit adjustment, but I was told it didn't go through. Despite multiple attempts to resolve the issue, including contacting the store manager and following up with Best Buy support, I am still waiting for the correct credit to be applied to my account.

I purchased an Insignia TV, model # NS39D310NA19, the week before Thanksgiving [redacted]. It worked well until 2 weeks ago when I encountered black and white interference lines with a "no signal" message. After trying troubleshooting steps with no success, I connected another Insignia TV that worked perfectly. When contacting Best Buy for a return, the employee was unhelpful and insisted I call the manufacturer due to not having the Geek Squad plan. The lack of support was disappointing, and when reaching out to Insignia, no response was received within the promised timeframe. As a loyal customer, I just seek a replacement for the defective TV, hoping to resolve this issue promptly.

After my husband purchased a drone for our son at Christmas, we later discovered that essential items like the charger and remote were missing. When we tried to return the item, the employee named Shawn informed us that we missed the return window by a week. He continued to give various excuses and was reluctant to process the refund. I insisted on speaking to a manager, who eventually inspected the item and approved the refund after realizing the missing spare propeller. Throughout the ordeal, Shawn accused us of being dishonest without offering an apology. His lack of customer service skills and unwillingness to address the situation appropriately left us feeling frustrated. It is essential for employees like Shawn to handle such matters more professionally and ensure customers are treated respectfully and accurately.

I own properties in Florida and New Jersey. A little over a year ago, I bought a modem from Best Buy in Port Charlotte, Florida, based on the recommendation of a salesperson there. I stored the modem in New Jersey until recently. When I finally tried to use it, I discovered it was not compatible with my internet provider. Despite contacting Best Buy multiple times, they insisted I return to the store for a resolution. Given the distance and time limitations, this has been very frustrating for me. I believe the salesperson at Best Buy should have provided me with the correct product, and I am asking for an exchange for a compatible modem at the very least. Thank you for your attention to this matter.

On January 8, [redacted], I bought a Sony Smart TV online with delivery and installation included. The delivery was promised for January 14, [redacted], between 4 - 8 PM. At 7:45 PM, the technician requested a later time due to difficulties faced. As a caregiver for my 96-year-old mother, I needed the installation completed by 8:30 PM and declined the offer for a later time. After inquiring about a rescheduled date, I was informed to expect a call back. Upon contacting customer service the next day, I was informed of a new installation date on January 21, [redacted], within the same time frame. This was unacceptable to me as the delay was due to Best Buy. Disappointed with the poor response, I decided to cancel my order. I believe Best Buy should improve by having technicians inform the next customer of any delays and for customer service to proactively reach out to address delivery and installation issues. Nevertheless, no one contacted me from the customer service department regarding these concerns.

I received my Best Buy delivery yesterday. I ordered a Samsung 22.6 cu.ft refrigerator, model RF23M8070SR, a Samsung microwave, and a Smart Choice stainless steel refrigerator waterline kit for installation. The delivery person was unable to hook up the water supply due to the location of the shut-off valve not being at the back of the refrigerator. They mentioned they might do it as a courtesy. However, upon inspection, they found corrosion in the pipe, and they refused to install it. I paid for the waterline kit but did not receive it. When I contacted Best Buy Customer Service, the person who answered was rude and unhelpful, which was frustrating. I am confused as to why they advertise installation to an existing water line but did not follow through. It is disappointing to purchase a kit that was not used in the installation process.

I bought an Apple Watch from BestBuy on January 1st. They said it was delivered to my hotel's front desk on January 4th, but I couldn't find it. The signature was from someone named Ellen, who doesn't work at the hotel. I've received 17 items from Amazon without any issues. After contacting BestBuy, they promised to send another watch with a signed delivery. On January 7th, I was informed that the delivery was canceled because they couldn't reach me, and they would refund me. The refund info disappeared from my account, even after multiple calls to customer service. They keep saying there was an error and that they are working on it, but it's been over two weeks. I'm worried the refund won't come before my bill due date of February 6th. I am really frustrated with the situation. My order number is BBYTX-[redacted]93.

I bought an Apple Watch from Best Buy on January 1st. They emailed me on January 4th saying it was delivered to the front desk of my hotel, but I couldn't find it. The signature on the delivery was from someone named Ellen, who isn't an employee at the hotel. I've had no issues receiving 17 items from Amazon at the same front desk. When I contacted Best Buy customer service, they promised to send another watch with a signature on delivery. However, on January 7th, I got an email saying the delivery was cancelled because they couldn't reach me and that they would refund the money to my account. Despite this, the note about the refund disappeared from my account. I've called customer service more than 7 times, and each time they say there was an error, and a refund request is being processed but not approved yet. They keep asking for 24-48 hours to follow up. It has been over 2 weeks, and the issue is still unresolved. I am worried the refund won't show in my account before the February 6th bill due date. This has been very frustrating.

I purchased a Samsung 65" Q9 and another 49" TV on Sunday, January 12, [redacted]. The salesman confirmed availability in the warehouse, assuring delivery by Friday the 18th between 12 and 6pm. Despite receiving a call the night before stating the TV wasn't available until Monday the 21st, no satisfactory explanation was provided for the discrepancy. Even after speaking with several unhelpful representatives, Brianna could only arrange for a Monday delivery, failing to follow up as promised. The inconvenience led to canceling plans and additional waiting. Best Buy's lack of communication has left me dissatisfied. If there is someone willing to address these issues, please contact me at [redacted] or [redacted]. My order number is [redacted]. Thank you, Bob O'Donnell

Hello, I recently received a gift for Christmas, a box of PHILLIPS Hue white bulbs (4), along with a Google Home Hub, both purchased at Best Buy. Wanting to use the bulbs with my hub, I discovered I needed a PHILLIPS bridge, which I didn't have. Reluctant to buy additional equipment, I opted to return the bulbs. Although I understood the holiday return policy, I only noticed the details on the receipt today, January 23rd, after attempting to return them. The manager explained the policy prevented the return, despite my explanation that I had no use for the bulbs. While I appreciate the manager's adherence to policy, I hoped for some flexibility given my loyalty as a frequent customer. Understanding the challenges of retail, I believe customer satisfaction should sometimes outweigh policy. Although the manager handled the situation professionally, I wish there was room for an exception in my case. I am hopeful for a resolution to this matter via email approval for the exchange when I return to the store. Thank you, Phil K.

Subject: Concerns Regarding Washer/Dryer Delivery and Installation To Best Buy Customer Service, I am reaching out regarding the delivery and partial installation of a Samsung washer and dryer on December 23, [redacted], by two gentlemen from Best Buy. While the delivery team was pleasant and efficient, I am dissatisfied with the outcome. The appliances were installed in a manner that does not meet my needs as an elderly person, as they open toward each other, making it difficult for me to transfer laundry between them comfortably. Moreover, the washer door requires disengaging components to open, which is challenging for me due to health issues. Additionally, the dryer protrudes beyond the bifold door, hindering its closure, and the installer mentioned needing additional parts for proper installation. As a loyal customer, I trust that Best Buy can rectify these issues promptly. I hope for a resolution that addresses these concerns and ensures the completion of the installation correctly. Thank you for your attention to this matter. Sincerely, Deborah Mullen Member ID: [redacted]

My case number is [redacted][redacted] regarding the damage to my home. I have been informed that this issue has been escalated. However, my case manager, Nikki, has not returned my calls despite leaving numerous messages. Earlier today, I spoke with Shiffone, and I am hopeful that she will follow up. The problem involves damage to my property caused by a faulty valve installed with my new Bosch dishwasher. I am in a situation involving Best Buy, Installers Inc, and the manufacturer of the part. Nikki was supposed to handle it for Best Buy to get it resolved. The local owner of Installers Inc did not show up for a scheduled meeting where they were supposed to return the damaged part. I have photos and videos documenting the leaking valve. I am unwilling to accept the part back due to concerns about the "chain of custody." I believe I am not responsible for obtaining the part since I purchased everything from Best Buy and did not directly hire Installers Inc for the installation, Best Buy did. Nikki from Best Buy has not been responsive, and Nicole Drew-Ringstrom from Sedgwick has also not returned my contact. Kate James from Installers Inc attempted to help, but the local company owner failed to show up for the meeting to return the faulty part. BrassCraft, the manufacturer, required the original part, but due to the chain of custody issue and their failure to show up, I did not receive the part. I bought the equipment from Best Buy in North Haven, CT, and was told by Daytona that Nikki would be able to resolve the issue.

On January 20th, I saw an advertisement on the Best Buy website for a collector's SteelBook edition of Resident Evil II for Xbox One if pre-ordered through Best Buy. I pre-ordered the game as I usually do, Order # BBY01-[redacted]19. I was disappointed when I picked up my order at the Avon Best Buy store and only received the regular game case without the additional SteelBook case that was advertised. The associate seemed unaware of it and couldn't find any in stock. Despite being a loyal customer for over 10 years, I was let down by the lack of customer service and effort to resolve my issue at the store. While this is my first negative experience with Best Buy, I frequently purchase electronics and games from you, especially special editions with SteelBook options. I kindly request for the advertisement to be honored and receive the SteelBook case I expected. I appreciate your prompt attention in resolving this matter.

I received a box of PHILLIPS hue white bulbs and a Google Home Hub as Christmas gifts. I decided to use the bulbs with the hub, but discovered I needed a PHILLIPS bridge for them to work. Not wanting to buy an extra piece, I tried to return the bulbs bought on December 17th on January 23rd. Despite Best Buy's holiday return policy printed on the receipt, the manager couldn't accept the return. I explained my situation, highlighting my long-time loyalty to the store, hoping for an exception. The manager, while nice, couldn't bend the policy. Though respecting policies as a former retailer, I felt disappointed as a loyal customer that he couldn't accommodate me. I believe in customer satisfaction and was hoping for a gesture to retain my loyalty. I seek an email approval for the return to be accepted at the store. Thank you, Phil Kutz.

My name is G****. I visited your Mansfield Ohio store on 1/08/19 to discuss buying a phone for use overseas. I spoke with a phone professional and purchased an "universal" iPhone XS with Apple Care, spending nearly $[redacted]. I am an Elite member and have been a loyal customer for years. However, I am currently in Montenegro and unable to activate the phone as it is not unlocked for international use, as I was told. I contacted Apple Care and was informed that the phone is only compatible with major US carriers. I am approaching the 14-day return window, but I will not be back from my trip until February 5th. The store manager, Taylor Wild, could not help me and directed me to the corporate office. I am unsure of my options and $[redacted] is a significant amount for me. I have incurred long-distance charges trying to resolve this. Any assistance would be appreciated. Best, G****.

I need to report a delivery issue regarding my recent order of a washer & dryer under Order # BBY01-[redacted]50. On Wednesday, January 23, [redacted], the delivery and installation were scheduled between 12-4:00 pm. The delivery team arrived late at 4:30 pm, only dropped off the appliances without installing or removing the old ones, and one member was seen eating from our candy dish. After contacting Best Buy, a new team arrived promptly the following day, Thursday, January 24, to complete the installation. They efficiently removed the old appliances and installed the new ones in just 30 minutes. I wanted to commend the exceptional service of the team, led by Supervisor Fidel, for their outstanding skills, courtesy, and efficiency during the installation at [redacted] Bruce Drive in Paramus. I unfortunately lost the paper with their names but hope that Best Buy can locate their information in the records from the two delivery dates. I would greatly appreciate it if you could recognize and thank them for their excellent service on my behalf. Thank you.

After going through multiple televisions, receivers, a PS3, necessary cables, and a washer and dryer purchased from Best Buy, I decided to buy surround sound speakers from them. I opted for the largest audio installation service offered by Geek Squad for $[redacted]. When the technician named Scott arrived, his attitude over the phone matched his in-person demeanor, which was unpleasant and arrogant. Despite my efforts to assist and accommodate him, his condescending behavior led me to ask him to leave after a frustrating 10 minutes. With over three years of experience working at Best Buy, I was shocked by his lack of customer service skills. I even prepared drinks and cash for a tip, which I still have. Considering transferring my Best Buy card balance elsewhere due to this disappointing experience, even though I have been a loyal customer for faith in the company. I contacted customer service to express my dissatisfaction with Scott's attitude, but the promised escalation of the issue has yet to materialize, leaving me feeling let down.