Best Buy Customer Service Issues

The experience at Best Buy in Sioux Falls, South Dakota was extremely disappointing. My father went there to purchase a 65-inch TV, a rare treat for himself. The store staff failed to mention that the TV should not be laid down during transport nor provided any instructions or proper packaging. In the end, the TV screen got cracked, and when we contacted headquarters and the store, they were unhelpful. They refused to take it back due to the handling error, despite no guidance given to my father. The lack of communication and customer service was appalling. Choosing Best Buy for their reputation, we were let down. Disregarding customer satisfaction, both the local store and corporate demonstrated poor service. It's disheartening how they prioritize profit over customer care. The $[redacted] spent turned into a regretful experience at Best Buy.

I wanted to share a recent experience my husband and I had at Best Buy #[redacted] in Flowood, MS on 1/26/[redacted] at 8:20 pm. Upon entering the store to purchase an Apple Watch, we noticed multiple employees socializing, not offering assistance. After a few minutes, we approached a counter with several employees present to ask for help. Eventually, one employee assisted us by quoting prices and pointing us to the location of the product we wanted. Despite spending over $[redacted].00, we felt the service was lacking. The following day, my husband returned to seek assistance setting up the watch due to previous poor customer service. He encountered a similar situation with employees not prioritizing customer needs, except for one helpful gentleman who assisted him in the end. I am sharing this feedback to highlight the need for better customer assistance and efficient use of staff resources at this Best Buy location. Thank you. - Carey T.

I encountered two issues recently. First, I purchased a Windows 10 Pro upgrade from Best Buy, aiming to upgrade a computer I bought there on January 20, [redacted]. However, I discovered that the software was an "OEM" version and not the retail one necessary for the upgrade process after spending a considerable amount of time with Microsoft customer support. A Best Buy agent suggested I return the software to any store, even though I had already opened it, citing that they would accept the return as they had shipped the wrong item. Upon visiting Best Buy Store #[redacted], I was abruptly told they would not take the software back, leaving me no other recourse. Feeling frustrated as I have been a loyal customer, I then called Best Buy Consumer Service and was disconnected twice before speaking to a representative after a 20-minute wait. I am reaching out to resolve this matter, seeking reimbursement for the incorrect item sent. The order number for both items is [redacted]00, placed on January 20, [redacted].

Hello, my email is: [redacted] I received a Christmas gift of PHILLIPS hue white bulbs (4) and a Google Home Hub, both from Best Buy. After trying to set up the bulbs with the hub without success, I realized I needed a PHILLIPS bridge. Not wanting to buy another item, I attempted to return the bulbs on January 23rd, bought on December 17th. Despite being aware of Best Buy's holiday return policy, I hadn't read it until today. The manager couldn't accept the return due to the policy. I explained my situation as a loyal customer hoping for an exception, but to no avail. Although I value policies and have extensive retail experience, I felt the manager could have tried to help further, considering my loyalty. I'm hoping for an email approving my exchange when I return to the store. Thank you in advance... Phil Kutz

About two weeks ago, I was at Best Buy store in Davenport, Iowa. As I was leaving, a lady came in and informed the front desk that someone had fallen. It took a while for a Best Buy worker to assist. The older woman had blood on her hands and couldn't get up. I offered help, but the worker seemed unprepared. No ambulance was called for the lady in her late 70s. Searching for bandages, I realized the emergency kits were lacking supplies. I had to improvise with an eye patch and tape I had on hand to assist her wounds. The situation was tense as the woman's husband was fainting in the car. Despite our efforts, the store workers did not call for help or offer sufficient aid. It was concerning how the store handled the incident.

I recently came across an article discussing the dismissal of a Best Buy employee who showcased outstanding citizenship values. The employee intervened to stop an individual wanted by the police from escaping. Despite their heroic act, Best Buy decided to terminate the employee for what they perceived as excessive force. This action, in my opinion, contradicts the principles of being a good citizen. By prioritizing company policies over basic morality, Best Buy sends the wrong message to its employees. What if a child was in danger? Should the security guard just stand by due to company rules? This situation raises concerns about the company's priorities and treatment of its staff. It is vital for corporations to value integrity and reward employees who demonstrate ethical behavior. Focusing solely on business image without considering human values can lead to a loss of trust and respect. Employees should feel empowered to act in the best interests of others without fear of retribution. It is essential to strike a balance between policies and doing what is morally right, for the sake of both employees and customers.

I bought a TV online on Boxing Day and returned it for a refund at the Bestbuy store on St. James Street in Winnipeg on January 8th. After several calls to customer service and visits to the store regarding a problematic refund process, my money was finally returned to my credit card on January 29th. The delays and lack of progress in resolving the issue have left me dissatisfied. I believe compensation for the inconvenience is warranted. Regards, Kristin Wilding-Graham. Case Number: [redacted]2.

Dear Best Buy Corporate, I recently visited the Best Buy store in Goleta, California, to purchase a Samsung 43" TV. Two salespeople informed me that applying for a Best Buy Credit Card would give me a 10% discount on my first purchase, which was the TV. When I applied and got approved with a $5,[redacted] credit line, I expected to receive the 10% discount right away. However, upon receiving my card and contacting customer service, I was told I couldn't use the 10% on my first purchase as promised in the brochure. This misinformation has led to a frustrating experience. I urge you to address this issue and honor the promised discount. My hope was to use the $40 credit towards the $[redacted].99 Samsung TV. Your prompt attention to this matter would be greatly appreciated. Sincerely, C.L. Santa Barbara, CA.

I bought an Apple Watch from Best Buy on January 1st. On January 4th, they informed me via email that the item was delivered to the front desk of my hotel. I checked there, but I couldn't find it. The email mentioned it was signed for by someone named Ellen, despite the fact that there's no Ellen working at the hotel. I've received a total of 17 items from Amazon at the same front desk without any issues. After contacting Best Buy's customer service, they said they would send another watch with a signed delivery. On January 7th, I received an email stating the delivery was canceled as they couldn't reach me. They assured me the money would be refunded, but, as of January 14th, the refund hasn't shown up in my bank account. Despite numerous calls to customer service, they have mentioned errors with the refund process and assured me they are working on it, but nothing has been resolved yet. I'm concerned as my bill is due on February 6th, and I fear the refund won't be processed in time. It's been over a month, and I am growing increasingly frustrated. My order number is BBYTX-[redacted]93.

I had a scheduled remote starter install at Best Buy Laurel MD on Saturday, January 19th. However, upon arrival, I found no one in the bay and experienced poor communication about the technician's whereabouts. Despite multiple attempts to seek assistance, including speaking to a manager named Dominic, the service was unsatisfactory. Even after considering a rescheduled appointment, I discovered discrepancies in the pricing and overall lack of customer care. This led me to opt for a different location in Columbia. The entire ordeal resulted in a significant waste of time and effort, leaving me disappointed with the level of service provided. I believe some form of compensation should be offered for the inconvenience and frustration caused.

I am extremely disappointed with the service provided by Best Buy's Geek Squad. Last year, my less than a year old external hard drive purchased from Best Buy failed. The Geek Squad opened the drive on February 3rd, [redacted], and transferred the data to a new hard drive I paid for, along with a 2-year warranty. Now, on February 2nd, [redacted], the new drive has failed, and Geek Squad refuses to help without charging me substantial fees. They want to charge me $50 to send it to Level 3, potentially costing me over $[redacted] to $[redacted]+ to retrieve my important data. I am left with a useless hard drive, no replacement, and vital family history and business data held hostage by Best Buy unless I pay a high price. I am deeply disappointed in the lack of customer satisfaction and will no longer support Best Buy, sharing my experience to warn others about their profit-focused practices. Best, S. Blentlinger

I am unsure if I am looking in the right place, but every Best Buy website I visit does not seem to have the 'Other' option available. If you are unable to assist me, please forward my inquiry to someone who can help. In the past, Best Buy used to give customers a $3.00 coupon for each MT ink cartridge they returned. However, this coupon could not be used immediately. The policy has since been changed to offering customers $2.00 off for in-store purchases, with the total amount from returned cartridges being stored digitally for the customer to view later. Despite dropping off quantities of 10 or more cartridges over the years, I have never received any notification or update from Best Buy. I am concerned that if there were any stored funds from these transactions, there may be a policy to clear them out if not redeemed within a certain timeframe. Now, I am hesitant to return another large collection of MT ink cartridges to Best Buy. Could you or someone provide information on Best Buy's current policy regarding these returns? After the coupon offer was replaced, it felt like Best Buy might have been trying to profit from unclaimed funds left by customers who may have forgotten about their stored amounts. I apologize if this seems harsh, but the handling of these cartridge returns by Best Buy has been puzzling to me over the years. AL

I own an iMac and wanted to book an in-home appointment with Geek Squad. When I called the provided phone number, I was frustrated to hear a lady listing appointments while I was on the verge of leaving for a 5-day vacation. Despite my attempts to reschedule, I couldn't secure an appointment. I then contacted the Eagan, MN Best Buy store to reach out to Geek Squad, but my calls were repeatedly disconnected after long waits. This consistent issue with communication reflects poorly on Best Buy and Geek Squad. I used to easily schedule in-home appointments in the past, but the current system seems unresponsive. It's challenging for me due to my arthritis and the unpredictable MN weather to consider an in-store appointment. I urge for a change in the phone handling system and request a published number exclusively for scheduling in-home Geek Squad appointments. Spending 50 minutes this morning trying to book an appointment, only to find a slot 8 days away, is simply unacceptable.

I bought a TV in-store on 1/14/[redacted] with ORDER #[redacted][redacted]. I scheduled delivery and installation for Friday, 1/18, 4-8 pm. Despite requesting after 5 pm, the technician arrived at noon, outside the agreed window. After rescheduling for 1/20, the tech showed up without the TV saying he had to locate it. He failed to return and later wanted to schedule for Monday. When I tried to follow up, Best Buy automated a reschedule without prior notice. Upset by the poor service and time wasted, I contacted customer service but was hung up on after a misguided transfer. I prefer a full refund to buying from a different store due to the unmet commitments and disrespect of my time. Please cancel my order and refund my card.

Hello, I bought a Vivo One Plus phone three months ago but unfortunately, it quickly became faulty with a black screen. I sent it to the manufacturer for repair, but they informed me that they didn't have that model in stock and offered replacement options. I chose an iPhone and received a used one instead of a new device. I am disappointed and would like to return it for a refund. The manufacturer directed me to contact Best Buy for assistance. However, Best Buy stated they only exchange for the same model and cannot provide refunds. I am unsure of the next steps to take. Thank you, Tali AG

I called to check stock availability on two open box dishwashers. I drove to the store and a salesperson directed me to where they should be, but only one was there. After speaking with him again, a different salesperson located the other one. I checked what was missing, bought the dishwasher and a warranty. At home, I discovered I needed a specific power cable and junction box not included. Best Buy claimed I should have purchased an installation kit, but the needed part was proprietary and not sold by them. I was frustrated when the salesperson was unhelpful and dismissive, even though he assured me only two screws and the manual were missing. I had to buy the part elsewhere after being misled about its necessity and availability, spending extra time and money to resolve the situation.

Help Needed with Best Buy Purchase I need assistance with my GE Induction stove purchased from Best Buy. I've spent over $[redacted] on kitchen appliances and a Maytag washer/dryer. The key individuals involved are MICHAEL, the appliance tech, DIANE, the sales rep and appliance manager, and TIM, the Geek Squad manager. I chose Best Buy due to DIANE's excellent customer service and her explanation of the warranty - if an appliance is serviced 3 times, it will be replaced. The induction stove has already had $[redacted] worth of parts replaced, including a control board and burners. Now, the right burners are not working, leading to a potential 3rd visit. Despite efforts to facilitate an exchange as per the warranty, communication issues between Geek Squad, DIANE, and TIM are complicating the situation. MICHAEL has been polite and helpful, but the exchange process is not as seamless as expected. A resolution is crucial as being without a working stove is a major inconvenience.

I purchased a 39-inch Insignia TV almost 10 months ago from Best Buy in Clarksville, IN. Today, when I tried to turn it on, it kept rebooting repeatedly. After multiple unsuccessful phone calls to the store, I decided to visit in person. Despite initially being unable to speak with a manager due to a meeting, a staff member eventually facilitated a conversation. The manager suggested sending the TV to Insignia for repair, indicating it would take 3 to 4 weeks. Concerned about the wait time, I inquired about exchanging it, to which the manager explained it wasn't possible. A Geek Squad manager intervened, citing the manufacturer's warranty. Feeling frustrated by the lack of support and attitude from the staff, I contacted the corporate office for assistance, but my call was not handled satisfactorily. My name is Jill Fraley, and I hope to receive a response via email regarding this matter, as I have observed poor customer service reviews online.

I recently purchased a TV for $3,[redacted].00 in cash, but after learning my wife had bought the same TV on Amazon for $2,[redacted].49, I returned to the store to request a refund. Despite shopping at Bestbuy for over 15 years and spending upwards of $[redacted],[redacted].00, the manager only offered a refund by check, which was not acceptable to me as the cash was still available. I felt disrespected and inconvenienced by this process, especially since there was no clear policy about cash refunds stated on the receipt. This experience has left me feeling disappointed and I will no longer be recommending Bestbuy to others as enthusiastically as I used to. I hope this matter can be resolved promptly. Thank you.

Good morning, I am writing to express my disappointment with the HP 65 Ink cartridges I purchased with a printer at your store. Despite having receipts for both faulty cartridges purchased from Best Buy in Beaumont, HP informed me they cannot assist due to the purchase location. This is frustrating as the color cartridge from the same pack works fine. I bought a single black cartridge last week, used it minimally, and it's already showing low ink. This rapid depletion is unprecedented compared to my previous ink purchases lasting a month. Seeking resolution, I contacted HP who directed me back to the store. The recurring issue is becoming costly and inconvenient. I plan to address this with the store but would appreciate your assistance. Regards, C. Avila