Best Buy Customer Service Issues

Yesterday, I went to my local Best Buy to return a movie with a damaged sleeve and case. The issue was resolved, and I was able to address a problem with an order due to a prior account withdrawal. I canceled my pre-order for 'Aquaman' and purchased it in-store with cash. An associate assured me the cancellation was processed and I received an email confirmation. However, today I was surprised to receive an email stating that my other two movies, Captain Marvel and Escape Room, were also canceled, which was not my intention. My order number is BBY01-[redacted]64. Thank you for your assistance.

I was about to buy sku [redacted] open box for $[redacted].99 with a $[redacted] Protection Program by 8:50 PM MST. Kendrick assured me it would be on sale until Saturday and confirmed it was safe in my cart. However, upon checking, the price was $[redacted] and the protection plan was missing. Despite seeing the exact computer still available on the website, the supervisor claimed it was sold out. I requested assistance from another supervisor, but the initial one insisted she was the highest authority at the time. The situation needs to be rectified by Best Buy. I was ready to make the purchase as per Kendrick's assurance, but the abrupt price change and lack of assistance were unacceptable. I have been a loyal customer for almost two decades and have never experienced such treatment. I kindly request to buy the Asus 2-in-1 Notebook for the previously agreed price with the Protection Plan included. I would appreciate it being available at my local Belmar Best Buy store in Lakewood, CO. Thank you for addressing this issue promptly. Warm regards, T.

I intended to buy an open box computer (sku [redacted]) for $[redacted].** along with a $[redacted] Protection Program by 8:50 PM MST. Kendrick assured me it would be on sale until Saturday. After ensuring it was safe in my cart, he later showed me the flash sale did not apply to it. The computer and the Protection Program were both priced differently when I checked my cart later. Despite seeing the computer still available on the site, the supervisor claimed it was sold out, even though it remained on the website. I requested another supervisor to address the discrepancy, but was told she was the highest authority at the time. I have been a loyal customer for almost 2 decades and have never experienced such misleading treatment. I hope Best Buy can resolve this issue promptly by allowing me to purchase the Asus 2-in-1 Notebook computer for the previously discussed price with the protection plan. Thank you, Tame'.

I saved the entire chat conversation regarding my attempt to purchase SKU [redacted], an open-box Asus 2-in-1 Notebook with 2TB HD for $[redacted] along with a $[redacted] three-year protection plan. Kendrick confirmed the sale price was valid until Saturday and assured me it was secure in my cart. After he showed me the flash sale did not apply, the price jumped to $[redacted] in my cart, and the protection plan disappeared. Although the same item was still available at the sale price online, the supervisor claimed it was sold out. Despite my preparedness to buy as advised by Kendrick, I was denied assistance by the supervisor. I requested another supervisor, but was told none were available. I have been a loyal customer for many years and have never experienced such treatment. I hope Best Buy can rectify this situation by allowing me to purchase the laptop at the agreed-upon price with a protection plan included. Thank you for addressing this matter and arranging the item to be sent to the Belmar Best Buy store in Lakewood, CO. Thank you, Tam.

I have saved the entire online chat conversation about trying to buy skil [redacted], an open-box Asus two-in-one Notebook computer with a $[redacted] three-year protection plan for $[redacted]. Kendrick assured the sale price until Saturday, and it was confirmed safe in my cart. Later, the price jumped to $[redacted], and the protection plan disappeared. The supervisor refused to honor the original price, claiming the item had sold out, although it was still available on the website. Despite requesting another supervisor, I was declined and locked out after ending the chat. As a long-time loyal customer, I expect Best Buy to rectify this situation by allowing me to purchase the computer with the protection plan at the agreed price. Thank you for arranging to send it to the Belmar Best Buy store near Denver. Thank you, Tam.

Upon receiving my Pioneer receiver order yesterday, I was disappointed to discover a used product instead of the new item I purchased. After contacting ([redacted]) BEST-BUY, I was assured a replacement would be sent promptly. However, a text notification today mentioned a shipping delay, with a potential refund if the item doesn't ship by April 26th. Despite my efforts to address this issue with ([redacted]) BEST-BUY, I have not made progress. The agent mentioned an email confirmation for the new shipment but as of now, I haven't received it. I am seeking assistance from a competent representative based in the United States who can rectify this mistake promptly. While I am willing to overlook the initial error of the open-box delivery, I expect a satisfactory resolution. Otherwise, I am prepared to return the purchase totaling over $2,[redacted] to a more customer-focused company.

On March 24, [redacted], I visited Best Buy Store #[redacted] in Las Vegas to address a warranty issue with a JBL speaker. Although the store warranty didn't cover it, the product's manual stated that it could be returned to the store of purchase for JBL's one-year warranty. After discussing this with the customer service attendant, they suggested contacting JBL for warranty service. Upon showing the manufacturer's warranty information to the technician, it was noted that the defective item could be returned to the place of purchase OR the manufacturer. When I requested to speak with a store manager, I was directed to assistant manager Cecilia L. and store manager Meleeza C. They confirmed that a store warranty would have prevented confusion. However, the interaction felt more like a display of authority rather than problem-solving. It would have been more beneficial if they had provided contact information for the manufacturer. The handling of the situation was disappointing and has led me to discontinue shopping at Best Buy in the future. Sincerely, Benjamin H. Member ID: [redacted]

I am experiencing ongoing issues with the installation of my dishwasher by your installers. Despite visiting the store where I purchased the appliances, I was informed that there was nothing they could do to assist me. I clearly communicated that the dishwasher was not installed by your team, but rather by a plumber we hired the following day to connect it to the sink. I was promised a call back that I never received. I even have a receipt from the plumber, which I presented to the store. After going back and explaining the situation once more on 3/28/19, no resolution was reached. I requested to speak to a manager over the phone who mentioned emailing someone to follow up within 24 hours, yet I have not received any communication. My sole request is a refund for the installation service that was never completed by your installers.

During my visit to Best Buy in Bend, OR, today, I sought assistance with a computer cable inquiry. The young salesman I spoke with was dismissive and claimed that the cable I needed did not exist, insisting I use Bluetooth instead. Despite my assurance that such a cable did exist and that it was specified in the device manual, he continued to be unhelpful. Frustrated by his attitude, I left and promptly ordered the cable online from another company for just $1.10. A more respectful interaction would have sufficed; a simple acknowledgement that they did not carry the item would have been acceptable. Unfortunately, the salesman's behavior was off-putting and left me with no desire to return to Best Buy. Having worked in customer service myself, I know the importance of treating customers kindly, even when they may not be entirely knowledgeable about their needs. Venting here has helped relieve my frustration.

I had a disappointing experience at the San Marcos CA store. A cell phone associate attempted to install a screen protector on my new phone but ended up breaking two of them. He then left a cracked protector on my phone, warning me it might not protect the screen if I dropped it. When I did drop my phone, the screen broke, and when I returned to the store, the manager couldn't help. Now I'm stuck with a new protector for a broken phone. I hope someone takes responsibility for this situation as I am extremely disappointed and considering sharing my experience on social media.

I am writing from India regarding my recent purchase of an Apple Watch 3 Nike Edition from Best Buy, order number BBY01-[redacted]39. The watch was shipped to my colleague in Grand Rapids and was expected to be delivered by March 23rd but arrived on March 30th, the day he left for Thailand. The product was meant to be in excellent condition according to the website, but I was disappointed to find it heavily used with wear and tear and missing the charging cable. Unfortunately, I discovered this only today as my colleague had already left. This was my first time buying an open box item and it has been a terrible experience. I have been a loyal customer of Best Buy and would like assistance in resolving this issue. I appreciate your prompt attention to this matter. Thank you.

My visit to Best Buy in Lincoln, NE was to purchase a new projector for my theater room. Upon a sales associate's suggestion, I scheduled a consultation with a Geek Squad member who came out on 3/7. After some delays, we received the final proposal which included redundant items already in place. Despite multiple follow-ups, the lack of communication and unresolved issues led me to escalate the matter to the manager with no response. Refusing to accept subpar service, I visited Nebraska Furniture Mart in Omaha where their installation team promptly assisted me with selecting and installing a projector, providing the seamless experience I sought. Dissatisfied with Best Buy's unprofessional handling of my request, I decided to end my Total Tech Support membership. After investing time and loyalty, the prolonged wait and inefficiency have led me to discontinue any further business with your company.

I purchased a refrigerator over a year ago, and it has been causing multiple issues. After two previous repair attempts, the refrigerator recently stopped cooling. It took several days to schedule an appointment, and upon inspection, a part needed to be ordered with a week's wait time. I have been without a refrigerator for almost two weeks now, and the service person was unhelpful and rude, failing to provide a receipt despite my request. Customer service later informed me that the service request was canceled by the technician and promised a follow-up within 48 hours for a new appointment. As an elite rewards member and corporate client of Best Buy, I have been a loyal customer with numerous purchases of electronics. Despite requesting a loaner fridge or a replacement, none of these options were accommodated. It is disappointing that after spending a significant amount at Best Buy, this level of service has led me to reconsider future purchases with them.

Customer Service Inquiry: Pin: 0[redacted] [redacted] Hello, On 3/29, I visited your store to have the rear speakers in my car connected. I noticed some cables in the back that appeared disconnected and assumed they were for the speakers. When I brought it in, the technician simply said he fixed it without explaining that the cables were meant for something else. Upon returning home, I discovered the cables were still not connected to the speakers. I am confused as to why I was charged without being informed about the mix-up. I am now planning to take my car to Nissan to have the cables placed where they should be. I believe I should be refunded for the misunderstanding. Please review the situation and let me know if I misunderstood. I hope for a fair resolution. Attached are images of the wires in question for reference: [redacted] [redacted] [redacted] [redacted] [redacted]

About two months ago, I canceled my total tech service. They said they sent me a refund check. I've been calling them daily for two months saying I have not received my refund of $[redacted]. They tried to send it to the closed account I used for the purchase since I was unable to access my bank card. Now two months later, I haven't heard back from anyone or received my money. I'm frustrated and want my refund check sent to my address on file immediately. They keep telling me they will investigate but no one follows up. I insist on getting my refund promptly without waiting another 10-15 business days. Please expedite the process and send it overnight. Thank you.

I bought an $1,[redacted] gas range/double oven from my local BestBuy. Unfortunately, it arrived broken. The delivery person left before we could address the issue, and our salesman George could only offer a repair in a week or a new range in 2-3 weeks. Our customer support agent Kim was supposed to call within the hour but contacted us two days later. The Geek Squad was unhelpful over the phone with long wait times and disconnected calls, exacerbating the situation. When GE support sent a technician who found a control board issue in the new appliance, we were left without a working stove despite BestBuy taking our old one and charging us for the service. As long-time customers, we are deeply disappointed with BestBuy's lackluster customer service and broken promises. We are now considering shopping elsewhere due to this experience. Best, K. Ellis

I am a Best Buy member, and my wife and I recently purchased an appliance from your Streetsboro, Ohio warehouse. We were informed that the range would be delivered on 4-2 between 11:00 - 1:00. Despite this, the delivery never occurred. Best Buy claimed it was not at the warehouse or scheduled for delivery, which is incorrect as I saw the product at the warehouse and paid $70.00 for delivery. After contacting them, I was told to reschedule delivery for 4-5 between 7:00 - 1:00. Our order number is [redacted][redacted]. We are extremely frustrated as our old stove was disconnected on 4-2, leaving us without a stove. We had to cancel two dinner plans due to this situation, and my wife is very upset. Please help us address our frustration.

I recently purchased a Dell laptop from your company not too long ago. The order number is 0[redacted] [redacted]. I am very dissatisfied with this laptop. I am experiencing issues with the battery life, as well as some keys feeling loose. Additionally, the 4K screen appears washed out with significant light bleed. I paid $[redacted] for the laptop, excluding the almost $[redacted] insurance fee. I would like to return it and find a more satisfactory replacement, even if it means paying the price difference for a more expensive model. The laptop has only been used four times and remains in the same condition as when I purchased it new.

I purchased a laptop for my grandson in June last year, and it has been nothing but trouble. Today, it almost caused a fire in his dorm room, leaving black marks on his desk. In a panic, he sustained burns getting it into the refrigerator. Unfortunately, it won't turn on now, which is a real problem as he is in the middle of crucial schoolwork. I intend to return it to the Findlay store where we bought it and request a replacement. Despite having all the warranties and Geek Squad protection, I am dissatisfied with the prospect of shipping it off for weeks of repair. College students like him need a faster solution, as it's unrealistic to expect him to rely on library or borrowed computers. Having spent a significant amount at Best Buy, I am contemplating taking my business elsewhere if this is not resolved promptly. I demand a refund to explore other options urgently. Please reach out to me at your earliest convenience. Thank you, M.T.

I recently visited the Best Buy in Fairfield, California with the intention of buying a new camera. I had done thorough research and knew what I wanted. Additionally, I needed to purchase two more cameras for myself and one for my husband, who also accompanies me on a planned cross country trip in three months. Despite spending more than half an hour in the store, we were not approached for assistance until my husband was stopped for holding a camera too long. After explaining he had a particular camera in mind, we redirected the attention to me. A staff member went to get the camera I wanted from the back but never returned. We waited for another 20 minutes and eventually left. As we exited, a store employee seemed to suspect me of theft. This experience highlighted the lack of customer service unless triggered by alarms. The disappointment has led me to decide against purchasing from Best Buy, causing them to lose out on a substantial sale.