Best Buy Customer Service Issues

After purchasing an open box laptop that wouldn't connect to the internet, we brought it to the Geek Squad for service and provided the charger cable. Despite receiving notifications that the laptop was fixed, it still did not connect to the internet when tested at the store. We then attempted to return the laptop, but due to the return date approaching, we asked Manager Chris Gant for a refund on the laptop and charging cable. Chris Gant was unwilling to extend the return date for the cable, leaving us no choice but to take the laptop back home and plan a return trip before the deadline. Unfortunately, this situation with the defective laptop was not fully resolved to our satisfaction by Chris Gant.

I hope this message finds you well. I wanted to share the disappointing experience I had at the BB store last weekend. I visited the store to purchase a new MacBook Air and trade in my old MacBook Pro. I emphasized the importance of transferring only a specific file of sentimental photos from my old device to the new one. Despite paying $[redacted] for the data transfer service, I was let down when I discovered that none of the requested photos were transferred upon picking up my new computer. This led to multiple visits, long wait times, and unhelpful responses from the staff. I felt ignored, small, and dissatisfied with the service I received, especially considering the cost and inconvenience. I am a loyal customer of Best Buy but am now hesitant to continue this relationship. I am requesting a refund of the $[redacted] fee as soon as possible.

I bought two service contracts for my Motorola phones. When I asked Geek Squad to fix some issues, they said I needed to pay $60, which I was never informed about. They claimed it was on the receipt, but I never saw the receipt as the associate put it in the phone box. I wouldn't have purchased the plan if I knew about this fee. I believe Best Buy should ensure customers are aware of all fees. The phone's worth is much less than what I paid, making the service plan unreasonable. After speaking to multiple representatives, I feel a partial refund is not sufficient. I suggest having customers initial fees on receipts for transparency. I was never verbally informed about this extra charge. I seek a resolution and request a refund for the service contracts or an amount to honor them. Contact me at [redacted]. Sincerely, RL

Dear Best Buy Representative, I am writing to share my recent experience with Best Buy. Despite being a loyal customer who has spent over $[redacted] this month, my visit to the N. Rock Road store in Wichita, Kansas on February 1st was quite challenging. I sought help for TV mount installation and Alexa/ Echo accessories, specifying my availability for February 2nd due to a busy work schedule. Unfortunately, my appointment was mistakenly scheduled for February 9th, leading to frustration and multiple attempts to reach out to Best Buy. Fortunately, Tim from the TV/entertainment department and the Geek Squad members who came to my home were extremely helpful and skilled. The technicians clarified that the additional charge for an electrician was unnecessary, providing excellent service. I later visited the Best Buy on W Kellogg Drive where Nick and another employee successfully fixed my computer. Despite the initial store mishap, the professionalism and dedication of certain staff members like Tim, Jon Underwood, Michael Wray, Nick, and Thomas have restored my faith in Best Buy. I believe every customer deserves respect and commend these individuals for their exceptional service. Sincerely, G.P.

I am sharing an email I received from Amazon regarding a TV purchase. I paid $[redacted].00 on Amazon but found it for $[redacted].00 on another site. After requesting a price match, Amazon responded through Kim, a member of their leadership team. Amazon mentioned that Best Buy, the seller, was offering the TV for $[redacted].99 and explained the situation. Best Buy refused to honor the lower price. Amazon, acknowledging me as a loyal customer for over 10 years, provided a $50.00 credit as a gesture of goodwill. Despite being a long-time customer of Best Buy for 25 years, I am disappointed by their refusal to match their own price. I purchased significant items like an 82 inch Samsung TV and a Sonos sound system in the past, spending around $[redacted].00. This TV was a gift for my sister in Las Vegas. I am not threatening to stop shopping at Best Buy but wanted to express my frustration. I will advise my friends and family to compare prices before shopping at Best Buy. Thank you, Ron.

Hi, I am writing to address an issue I am experiencing with my Office [redacted] subscription. Last November, I renewed my subscription through my BestBuy account, which shows it is active until November 13, [redacted]. Despite successfully updating on my laptop and Microsoft account at the time, I recently received a notification that my subscription expired in November. Upon checking my Microsoft account, the renewal has disappeared. Microsoft states that the issue lies with BestBuy and provided me with case reference number [redacted] for further assistance. They suggest contacting BestBuy to resolve this matter and reinstate my subscription. I kindly request that BestBuy reach out to Microsoft to rectify this error. As I am currently traveling overseas, I would appreciate an email confirmation once the issue is resolved. Thank you for your prompt attention to this matter. Best regards, D.H.

On 11/26/18, I made an online purchase from Best Buy for 2 Fitbit Alta leather bands in large blush pink. The order number is BBY01-[redacted]51, and the total charge was $[redacted].25, paid via PayPal. I received the items on 12/3/18 but realized they are only bands, not watches as I had thought. Unfortunately, I missed the 15-day return policy as I planned to give them to my daughters in January [redacted]. I contacted customer service requesting an in-store credit or a refund, but was informed it's not possible. I am disappointed because I overlooked the return policy and now feel stuck with items that cannot be used. Is there any way to make an exception in this case for a refund or store credit? I have never encountered such a short return window, especially near Christmas. Any help would be appreciated. Thank you, Suzanne Blackburn. PayPal transaction ID: OC[redacted][redacted]

I bought a blue Amazon 10” kids tablet in December 21, [redacted]. I was told I could get two years of coverage for $49.99, which would cover any damage and replacement. When the tablet malfunctioned on February 10th, [redacted], I went to Best Buy in Poughkeepsie Galleria. Despite being told it was covered, I was asked to pay an additional $49.99 for new coverage when I wanted to exchange it for a new tablet. I explained my initial understanding, but was informed this was the policy. After testing it, I was still asked to pay for the new coverage. I want a refund as I was not aware the $49.99 was a one-time deal. I expected the plan to stay effective when getting a replacement. I hope for a prompt response. Thank you.

I made two laptop purchases from Best Buy during the Black Friday deals with order number [redacted]63. Unfortunately, my order was canceled, yet the amount was charged to my credit card. The laptops were intended for my cousin, D. His address is [redacted] West Grand Ave, Apt. 2SW, Zip code [redacted], River Grove, Illinois, with the phone number [redacted]. I have not received the refund for the canceled items and it has been a long wait. Despite being told the issue would be resolved soon each time I reach out, it is now mid-February and Black Friday was back in November. I am growing frustrated and expect a prompt refund. This situation is becoming unreasonable, and I have never faced such problems with other retailers like Walmart. Your service on this purchase has been disappointing, and if not resolved, I will have to leave a negative review. I anticipate a response soon. Jovisa

I have had a poor experience with this company's customer service after my Orbic Wonder phone's charging port became loose just after a month of use. Despite treating the phone carefully, I was informed by the manufacturer that the damage would void the warranty and incur repair charges. I asked to speak to a supervisor but was only advised to email photos for assessment. The technician claimed to see damage and suggested a chargeable repair. Despite requesting an RMA form multiple times, I haven't received it yet. I am frustrated that the port became fragile so quickly and am seeking a full refund or replacement. I am disappointed in the customer service provided during this situation.

During my recent visit to your store in [redacted] to purchase a tablet, I encountered issues with the sales assistant. The tablet I wanted was out of stock, and when I asked for alternatives, the sales assistant pointed to some Kindles, which I already own five of. It was frustrating not to receive appropriate help or any upselling. I am confident you carry multiple Samsung tablets in stock. Eventually, the sales assistant offered to order the tablet for delivery the next day or for pick-up on the 24th. I opted for delivery but was perplexed why this option wasn't presented sooner. Furthermore, I had to remind them to include my address for shipment after using my son's Best Buy card, causing more delays. This experience highlights why traditional retail is struggling compared to online shopping. Addressing these issues can enhance the big box shopping experience. Thank you for considering my feedback. Marta Selway.

I received an email from Best Buy this morning with the subject line "Michael, shop today to keep your points." It mentioned that my points would expire on my 50th birthday, March 5th. While I appreciate the notification, the tone of the email felt more like an ultimatum than a friendly reminder. I would have preferred a gentler approach. I value the points, even though I'm not sure of their exact worth. Best Buy is my go-to for big purchases like the Sonya6000 and Xbox. I appreciate the knowledgeable staff and the service I receive. Just wanted to share my feedback and ensure I can keep my points, even if they are of minimal value. Thank you for your attention. - Michael Rudy, Panama City, Fla.

I purchased a Sunbeam Mini 2 believing it was compatible with my television based on the manager's advice. However, two TV technicians confirmed it was not compatible when attempting to install it. Despite the unopened box, I was only offered store credit for the return since it was past the 15-day return policy. Having to engage two technicians to install a product I was assured would work has caused me inconvenience. I provided details of my TV and phone to the Best Buy manager and was guaranteed compatibility. I am seeking a refund as I feel misled by the manager's information. The delay in returning the item beyond the policy was due to the technician scheduling process, costing me time off work and additional expenses. A cash refund is essential for me to resolve this issue satisfactorily; otherwise, I may reconsider shopping at Best Buy in the future.

I purchased a Sunbeam Mini 2 after being assured by a Best Buy manager that it would be compatible with my TV. However, two technicians confirmed that my TV was not compatible with the Sunbeam Mini. Despite this, when I returned to the store, I was informed that I was beyond the 15-day return window and could only receive store credit. I am extremely disappointed as I now have a gift card but would prefer a refund. I feel misled by the manager's assurance and have incurred additional expenses for the unsuccessful installation attempts. I kindly request a refund considering the significant costs and lost wages I have experienced. It is disheartening to be told that I am fortunate to receive store credit when all I desire is a refund for a product that was recommended to me. I missed the return deadline by only three days due to waiting for the technicians. I believe that a refund is a fair resolution to this situation.

I received an online trade-in value for my computer at $[redacted].00, but when I visited the store, they only offered $[redacted].00, claiming prices change. Despite the cashier's assurance that the difference wasn't based on the condition or performance of the computer, I feel like this was a bait-and-switch tactic. My recent purchases of a Samsung QLED TV for $[redacted].00 and a Dell laptop for $[redacted].99 will be my last with your company. I used to support local stores for the community's benefit, but being cheated out of $25.00 is poor business practice. Once I receive the invoices for the TV and laptop, I will be contacting you to close my account. While I understand my decision may not matter to you, I will make it known to others about the negative experience I've had. Even if one person chooses not to do business with you, that would compensate for the $25.00 discrepancy. Bill Y. [redacted]

Today, I visited the Best Buy store at [redacted] Northern Blvd, Long Island City, NY [redacted] around 3 pm. I found a Nyko Nintendo Switch Retro Controller Hub priced at $14.99 on the shelf. However, when I tried to purchase it, the cashier mentioned it couldn't be sold until 2/17/19, two days from today's date of 2/15/19. Feeling frustrated by this, I decided to take my business to Gamestop. They had the same product available for $19.99, slightly more expensive, but they were able to sell it to me without any issues. I'm perplexed as to why Best Buy had products out for display but not for sale, especially when it wasn't a display model.

I have been a loyal Best Buy customer for years. Yesterday, I visited the Conyers Georgia store to exchange a defective smart bulb from a double pack I had purchased a few weeks ago. Despite one bulb working fine, the other was faulty and would not program. When attempting to exchange it, the associate stated both bulbs needed to be returned, even though I explained I lived far away. After requesting to speak with a manager, Tim approached. As someone with 40 years of retail experience, I was disappointed that Tim did not address me directly but chose to converse with the associate. His smirk and lack of empathy made the situation worse. Despite asking for a replacement, Tim insisted I wanted a refund and refused to budge. His dismissive attitude and laughter were unprofessional, leading me to question my loyalty to Best Buy. My customer service pin is 0[redacted] [redacted]. Thank you for your attention.

Good Evening, I am writing to address the delay in service and poor communication regarding the repair of my Galaxy 8 cellphone's cracked screen. I had an appointment scheduled for 2:00 p.m. today at the Deptford, New Jersey store. Upon arrival, I was told that my phone would be next in line after one currently being repaired, with an estimated completion time of around 6:00 p.m. However, when I called at 5:45 p.m. inquiring about the status, I was informed that my phone would not be ready today but by tomorrow. It is frustrating that no one proactively reached out to update me, considering I was planning to travel from Pennsylvania to New Jersey. The lack of a specific time for completion added to the inconvenience and disrespect for my time. I am disappointed by this level of customer service and will no longer patronize Best Buy or retain my credit card with them. Additionally, I recently discovered that the insurance I purchased for my phone will expire soon without any prior notification. I urge your company to rectify these issues promptly.

On Saturday, February 16th, I bought a Dell computer for my husband from Best Buy with a package deal including Microsoft Office [redacted]. The sales representative, Victoria, seemed more focused on making a sale than assisting me. She scanned the Microsoft Office [redacted] card but forgot to put it in my bag. Today, I called Best Buy's customer service for 16 minutes before reaching a live person while I was already at the Rim location. The customer service representative, Nathan, was understanding, but the manager, Robert, lacked empathy. I explained the situation, detailing the inconvenience caused by the missing Microsoft Office [redacted] card/activation code. Despite being a loyal customer who spent over $[redacted] at Best Buy, I received only a $25.00 gift card as compensation, which felt inadequate since Microsoft Office [redacted] costs $69.99. I had to spend more time calling Microsoft Office [redacted] to deactivate the missing card/code. This experience, along with the meager compensation, has left me extremely dissatisfied with Best Buy, and I intend to share my negative experience with others on social media and with friends and family. Thanks, Victoria A. D.

Subject: Concern Regarding 2-Year Warranty Policy for Game Controller To Online Store Support, I am reaching out to clarify the 2-year warranty details for a game controller I purchased individually from Best Buy. Today, I interacted with Rachel from Best Buy over the phone, and she directed me to contact you to address my concerns regarding the warranty policy and its ambiguity. I am seeking written confirmation about the warranty coverage for the purchased item. My controller, bought 42 days ago, recently malfunctioned. Upon visiting the store for a replacement, I was informed that the 2-year warranty would be voided and canceled as it was utilized for the replacement. Furthermore, I was asked to buy a new warranty at double the original price. I am puzzled by this process as I have never encountered a warranty that operates in such a manner. I am specifically looking for written documentation that outlines this policy, as I could not find any information online or at the store. I would appreciate clarification on the 2-year warranty terms for my product, the honoring of the original warranty, and a refund for the redundant warranty purchase. Your prompt assistance in this matter is greatly appreciated. Sincerely, K. Jaffe