Best Buy Customer Service Issues

I pre-ordered a Galaxy S10 Plus in-store on February 25th with the expectation of picking it up on February 8th. However, when I went to the store, it wasn't available. I pre-ordered specifically to receive it on time, so I am very disappointed. Now, the delivery of my Samsung Buds will also be delayed, and others may receive theirs before me, potentially running out of stock. My friends who pre-ordered on Samsung.com have already received their phones along with the free earbuds. When investing $[redacted] in a phone, I expect it to be available as promised. This experience has deterred me from pre-ordering at Best Buy again. I will make sure to inform others about my situation.

I purchased a laptop from Bestbuy last month and was informed by the salesman that the $19.99 (plus tax) fee was for a year-long GSP service. However, I recently discovered a charge of $22.59 on my credit card, indicating it is a monthly fee. When attempting to cancel the service, I was told there is a $[redacted] cancellation fee. I feel deceived as the salesman did not disclose this information when I bought the laptop. I request the immediate cancellation of the GSP service and any associated fees from my credit card. I want to resolve this matter promptly as I no longer wish to be enrolled in the GSP. Thank you.

Hello, I'm Tyrun Coleman. My best friend and I visited Best Buy at the Grapevine location. I wanted to purchase a firearm, and I was assisted by an older gentleman named Buddy who was great. I completed my background check successfully, but another employee reviewed my paperwork and rudely refused to sell me the firearm because my friend had touched it. Despite explaining that I was the one purchasing the gun, the employee was disrespectful and denied the sale, citing discomfort. This experience was embarrassing and disrespectful, especially as a returning customer who has never encountered such issues before in my 33 years.

I bought a Roomba vacuum and mop on Jan 28 and have the receipt. I live 60 miles from Best Buy and just returned to the store. I wish to return these items due to my dissatisfaction with the vacuum; I used it once. The store denied a refund or store credit. The store manager mentioned the home office can override the policy. I contacted [redacted], but they said only the store can make an exception. Despite past positive experiences, today's service was disappointing. I am requesting a refund for the unsatisfactory vacuum. The customer service supervisor questioned my delay in returning the item; I explained living 60 miles away and returning only today. Overall, the service was lacking. I seek a one-time exception for a refund or store credit for my Roomba.

I ordered an open box item labeled as "excellent condition" (Order: BBY01-[redacted]45) and was disappointed with the actual state of the product. The wiring harnesses were cut and soldered, requiring me to buy a replacement for $31.12 from a 3rd party vendor. The package did not include any manuals, hardware, or instructions as advertised on the site. Three out of four mounting holes were stripped, and the remaining one had a cross-threaded bolt. The wiring was also in poor condition, with wires stripped low on the loom and cut back too short. I have not been able to test the unit yet due to the issues I encountered. I believe the item should have been labeled as "Fair condition" considering its actual state. I have spent $40.00 on replacement parts and would like to know the return policy if the unit does not work. I am prepared to provide photos of what was received for your review. Thank you for addressing this matter promptly.

I have been a long-time customer of Geek Squad for tech support services. Recently, after purchasing a new house on 7/17, I needed to buy several new appliances. However, the GE washer and dryer set I bought from Best Buy has been a nightmare. Despite having Geek Squad protection, GE refused to address the issues, leaving me frustrated. The washer twists clothes into knots and leaves fabric softener spots, while the dryer leaves clothes stiff and wrinkled even on the lowest heat setting. I am disappointed that only one of the appliances is covered under Geek Squad protection, as indicated by my shopping history. This experience has made me hesitant to purchase new electronics, like a TV, TV stand, laptop, tablet, and cell phones, from Best Buy with Geek Squad protection. I have been loyal to Best Buy for years, but this incident with the GE washer/dryer set has been a major letdown. I am considering buying a different brand of washer and dryer from Best Buy and would appreciate some guidance on this matter. Thank you.

Hello! I am looking to purchase a pocket wifi device as a gift for my friend who will be traveling to Costa Rica and working remotely. I have a few questions before making a decision: 1. My friend uses AT&T as her cell carrier. Should I consider buying a device from AT&T to ensure compatibility with her phone? 2. Are there any reputable third-party mobile wifi hotspot providers you recommend besides the major carriers, such as Skyroam? I want to ensure reliability. 3. What components do I need to purchase alongside the device? I understand that I will need a device and a prepaid data plan. How do I obtain this plan - does it come with a SIM card? Can I purchase it independently without being tied to a contract? Thank you for your assistance. I appreciate a prompt response. -Ann

My husband and I have a major issue concerning his Visa credit card with your company. We recently tried to make a purchase using the card, only to find out it had expired. We were informed that a new card had been sent to us, but we never received it. We were instructed to contact Citi Bank to resolve the issue. To our surprise, my husband received a letter from Best Buy Credit Services stating that his credit request was denied. This is very concerning as he has an excellent credit score of A!1! and always pays his bills on time. We are unable to reach a real person through the provided phone number. This situation needs to be addressed promptly. The alleged multiple accounts and the failure to receive the new card are causing unnecessary stress. We urgently need the situation with the card cancellation to be resolved.

Yesterday, on March 13, we visited store #[redacted] to get the Crimes of Grindelwald steelbook. Despite the empty display, Mom inquired if one was in stock. A worker located one in the store. Cashier Tiffany contacted manager Chris, who began the search. With Jeff's assistance and after 20 minutes of searching, Will from the home theater section offered to help. After Mom shared the situation, Will joined the search. Moments later, an ecstatic Will emerged with the last steelbook. Cashier Tiffany even contacted Regency in case they had one. The dedication of the four employees at BestBuy at River City in Jacksonville, FL, was extraordinary. They all deserve recognition for their outstanding service efforts.

I purchased an LG washer and dryer from Best Buy in January [redacted]. Last fall, the dryer door cracked, but LG wouldn't cover it under warranty. In February [redacted], we discovered a large piece of Styrofoam left under the washer by the installers, causing vibrations and noise. After removing the Styrofoam, the issues stopped. LG mentioned these vibrations could have led to the cracked dryer door. They suggested it's the installers' responsibility for leaving it. I am reaching out to seek a resolution for this matter. I have a photo of the Styrofoam and the receipt. Discovering the Styrofoam behind the washer became evident due to the noise issue. Thank you.

Hello, I recently made a purchase on Amazon and they have contacted Best Buy on my behalf regarding the order I placed. Here are the details: Order ID: [redacted]-[redacted] Product: Toshiba 32LF221U19 32-inch 720p HD Smart LED TV - Fire TV Edition ASIN: B07FPR6FMJ Message from Best Buy: They have received a complaint from a customer about the order mentioned above. The customer received the wrong item, as it was not the correct size for their TV. The customer wishes to return the item and has requested a UPS drop-off for the return. Best Buy has asked me to look into the issue and contact the customer regarding the return process. If you need to reply to this message, you can do so by emailing or visiting your seller account on the provided link. Thank you, [redacted]

To Whom It May Concern, Yesterday at 10:02, I contacted the local store regarding a Geeksquad car installation appointment. I experienced a 57-minute wait on the phone before being connected to an operator, who then placed me on hold again without an apology. Subsequently, I interacted with another Geeksquad representative who also did not apologize for the hold time. Although I have an appointment scheduled for tomorrow, I am disappointed with the customer service and am seeking a refund. My order number is ORDER # BBY01-[redacted]85. It appears that my local store lacks attentiveness to customer needs. How can I request a refund without visiting the store? Thank you for your assistance, A. Green

I received a delivery of an upright freezer on 3/14/[redacted]. The Geek Squad arrived earlier than expected. It was frustrating that they unboxed the freezer in the middle of my driveway during a downpour. I had opened the garage door for them, so they could have easily brought it inside before unwrapping it, especially given the weather. They seemed rushed, and I had to request that they attach the door handle. One of the workers ran to the truck while the other attached the handle, which was not the most customer-friendly approach. As someone with experience in customer service, I believe the Geeks could benefit from some additional training. I hope my new freezer does not rust since I had to dry it myself for 15 minutes after they left. The freezer is nice, but the customer service was lacking.

I purchased a 50-inch Sharp Roku TV on December 24th and had issues with the delivery from Purolator. They left a note for me to pick up the TV at their store without calling my cell, making it difficult as I don't drive due to disability. A friend helped me pick it up on January 22nd, but the TV stopped working after a week. Geek Squad initially forgot about me but later sent someone who couldn't fix it. After multiple delays, I was told to exchange the TV at Best Buy but encountered issues with the authorization number. Now, they want me to pay $90 for the delivery, which I find frustrating. My name is David Gracie, and you can reach me at [redacted].

My partner and I visited Best Buy to purchase a laptop. We needed to split the payment between two cards, putting $[redacted] on my girlfriend's card and the remainder on mine. The employee initially misunderstood our request, leading to confusion during the transaction. Unfortunately, the error caused a hold on my girlfriend's bank account, preventing us from completing the purchase. Despite the manager's lack of assistance and accountability, we will pursue buying the laptop from another store once the funds are returned. Thank you for your understanding.

Today, I had a Roku device installed, and my Logitech universal remote was reprogrammed to work with it. Initially, everything seemed fine, but the functionality of the Roku has since become unreliable, despite the remote working with other TV functions. I spoke to online agents who advised me to visit the store with the remote, but I believe the issue lies in the connection between the Logitech remote and the Roku, as I have a similar setup elsewhere that works well. Reaching out to the Geek Squad via phone has been unsuccessful as the line is consistently busy. I visited the store to schedule an appointment but would prefer an in-home appointment without an additional charge. Can you assist me in arranging this?

I had a scheduled installation at Bethlehem Best Buy after purchasing the necessary items at Whitehall Best Buy. Despite being assured at Whitehall that I had everything required and even confirming the items two days before the scheduled installation, I encountered issues. Upon dropping off my vehicle for installation, I was informed by the installer, Luis, that the wrong items had been sold to me at Whitehall. Despite knowing this, Luis proceeded with the installation, using incorrect speakers and lacking the necessary components for my steering wheel control and backup camera. He mentioned attempting to contact me but having the wrong number on file. I'm frustrated as a Total Tech member that such a mistake occurred, and I refuse to retrieve my vehicle until the correct installations are made. I seek assistance in promptly resolving this matter as I don't wish to wait an additional month and a half for the correct installation.

I recently made a purchase from your store with the intention of having it shipped to my house. However, after deciding I didn't want to wait, I requested a refund a few days later. The refund was processed, but to my surprise, the item arrived at my doorstep yesterday. While I like the item and don't mind keeping it, I'm willing to return it if you cover the shipping costs. I just wanted to bring this to your attention and see how you would like to proceed regarding this error. Thank you.

I had a frustrating experience with FedEx customer service. Initially, the operator Gale was unable to fully resolve the issue of my lost package. She mentioned the option of returning the package but couldn't apply the credit to a store pickup. Despite her suggestion that the local store had the items I needed, she claimed I didn't qualify for an exemption without explaining the criteria. After she arranged a reshipment for a later date, I discovered a discrepancy in the shipping date and decided to cancel. Charity assured me the refund was in process, confirmed by an email from Jeanne. Unfortunately, the email stated I couldn't get a refund until the items were received, but they hadn't even been shipped. This chain of events led me to purchase the items from Amazon instead. My Best Buy order number is [redacted].

To whom it may concern, I purchased a laptop (Model: 13-AE013DX with SN: 5CD[redacted]) on November 22nd, [redacted], from Bestbuy.com with order number BBY01-[redacted]30. Unfortunately, I discovered serious battery issues after buying it. The laptop's battery only lasts up to 4 hours, whereas HP claims it should last 11 hours. The bad battery life reviews on Amazon also echo my experience. Battery life is crucial when selecting a laptop, and I am considering returning it for a full refund. During my chat with HP USA, they mentioned this laptop is originally from HP UK but was sold through the US site, leaving me in a confusing situation. If a full refund is not possible, I am open to the idea of replacing the battery with the [redacted] HP model known for longer battery life, provided it matches in specifications and size. I want to ensure accuracy in the laptop's stated specs and appreciate any guidance on how to proceed.