Best Buy Customer Service Issues

I bought a TV at the Atlantic Terminal store in Brooklyn, NY on April 25 and arranged for delivery and setup on May 4 when I moved into my new apartment. The delivery was rescheduled last minute for the next day between 4 and 8 pm due to a lack of technicians in the area. After multiple frustrating calls, I was informed the delivery would be postponed to Wednesday. Despite speaking with the store manager, Michael, the TV won't arrive until Wednesday. I am disappointed by the poor customer service and may cancel my order if the TV doesn't arrive as promised. The whole experience has been stressful, and I expected better service from Best Buy. This situation has made me reconsider future purchases from Best Buy and recommending the store to others.

Hello, A few weeks ago, I purchased a security camera from the Rockville, Maryland store. Unfortunately, when I arrived home, I discovered that a component was missing. I returned to the store and spoke with the staff as well as the store manager. Despite my efforts, they refused to provide the missing part or accept the return due to the missing component. They advised me to contact Swan Communications, the brand of the camera, for assistance. Swan Communications directed me back to Best Buy, stating that Best Buy should be handling the matter directly. The store manager and his assistant were unhelpful and suggested I try returning the item to a different store. Despite reaching out to the Best Buy corporate office, I have not received a satisfactory resolution. Each visit to the store resulted in me feeling like a thief or a liar. If I do not hear from a higher authority within a week, I will escalate this matter further. Thank you.

I couldn't find a way to provide feedback on my recent order. I purchased a Mother's Day gift (order BBY01-[redacted]81) for my wife as a loyal customer of BB. Usually, I prefer buying from your store over Amazon, but this time I am hesitant to do so again. The gift, a Kitchenaid mixer, wasn't discreetly packaged as it arrived in its original box, not a plain brown one, which ruined the surprise for my wife. Additionally, having the branded box left unattended made it obvious what was inside and the package arrived dirty and torn. Presenting her with a dirty, torn box was disappointing. This experience has made me reconsider ordering from you in the future. It would be helpful to have a survey option for customers to easily provide feedback on their experiences.

Recently purchased an iPad mini from your Dartmouth Crossing store. The associate was friendly and courteous, which I appreciated. However, there was a slight issue when I declined the warranty and asked about data transfer. I was informed that the Geek Squad could assist for a fee or it might be included if I opted for the warranty. This left me feeling hesitant as I had already made a substantial purchase. Despite inquiring about the difficulty of the transfer, I was told it wouldn't be a problem for someone experienced like the associate. I left without the transfer assistance, figuring it out on my own eventually. While I managed, I was disappointed that a customer making a significant purchase wasn't given more support to start off smoothly. As a repeat customer who has been a supporter of your brand, this experience has left me with a slightly negative impression. Just wanted to share this feedback. - B. Shedden

I bought an iPhone XR at your Manchester MO store today, but they didn't have the model I wanted in stock. They waived the same-day delivery fee to ensure I could receive my phone today. However, it's now 7:44 PM, and I still don't have the phone. Customer service confirmed the delivery was scheduled for today, but the store hasn't handed it over for delivery. I contacted the store (South Lindbergh, MO) and spoke with Tony, the operations manager. He explained the delivery service usually picks up orders by 5 PM but hasn't retrieved mine. If it's not picked up, I'll be refunded tomorrow and can repurchase it in-store. I'm frustrated because I was promised same-day delivery and now face the hassle of potentially repurchasing tomorrow. I requested to pick it up in-store later but was informed I'll need to be refunded and rebuy it. Despite being close by, I can't have the phone. I'm disappointed with Best Buy's service; it's making me regret not going to the Sprint store instead. This experience reinforces why I rarely shop at Best Buy.

Being a new credit card customer, I recently encountered challenges with missed payments due to being out of the country. Despite efforts to reach out to Citi Bank and Best Buy, my attempts were mostly unsuccessful. Best Buy briefly connected me with a representative before redirecting me back to the automated system at Citi Bank, which was unhelpful. The inability to speak with a human representative to discuss reducing service fees has led me to the decision to cancel my credit card. The automated system at Citi Bank has been particularly frustrating, and Best Buy's customer service was not much better. This experience has taught me a valuable lesson, which I plan to share with others. Goodbye!

I bought a Samsung 55-inch Class LED Curved Q7C Series 2160p Smart 4K UHD TV with HDR on April 28, [redacted], at Best Buy in Cambridge, MA. Best Buy matched a competitor's price of $[redacted].99, but the TV wasn't delivered as promised on May 1 due to inventory issues. After complaining to customer service, I was given the option to wait for inventory or get a refund. I chose to wait but expressed my dissatisfaction with the situation. Despite promises of a transfer from a store in Rhode Island, no progress was made. The manager offered a $[redacted] replacement TV, which was unacceptable. The entire experience has been poorly managed, leaving me without the TV and unable to take advantage of the discounted price. I hope for a resolution soon. Thank you.

Hello, I purchased Apple AirPods on 5/3/[redacted] for my daughter's birthday on 5/10/[redacted]. Despite selecting express shipping, I was informed by UPS that delivery would occur on 5/14/[redacted] without prior notification. Best Buy was unable to expedite the process but suggested canceling the order to place a new one with 2-day shipping. However, this option was not initially available to me online, prompting me to visit the store. I've already bought other gifts and cannot afford to wait for a refund from the warehouse. It's disappointing that I have no choice but to wait four days post-birthday for the delayed delivery. Best Buy should honor the delivery dates provided to customers more accurately.

I bought a 1-year subscription for Office [redacted] Personal with auto-renewal on 04/14/19 for my new laptop. However, I already had Office [redacted] installed on my office pc and could use it on 4 more devices. I tried to return the new subscription today (05/08/19) at the store but was informed that refunds or store credit are not possible after 15 days. I then called 1-[redacted]-BESTBUY to cancel the subscription, but was told it couldn't be canceled because it hadn't been installed yet and advised to return it to the store for a refund/store credit. I am seeking a refund or store credit. Please assist or should I contact my credit card company?

Dear Customer Service, I recently purchased a Series 3 Space Grey Apple Watch online from Best Buy. Originally, the order indicated that if placed within a specific time frame, I would receive the item today, which was ideal for me. However, it seems that delivery has been delayed, and I am disappointed. I kindly request an updated estimated delivery time as, if the watch does not arrive by 05/20, I will need to cancel the order. With plans to travel soon, I am concerned about leaving a valuable item unattended on my porch for an extended period. Could you please email me with information regarding the revised delivery date and the reason for the delay? Thank you, A.P. [redacted] Order # BBY01-[redacted]15

I visited Best Buy in Niles, Ohio to buy black ink cartridges for my Epson XP-[redacted] printer. I learned I needed all color cartridges to print, not just black. Despite being advised otherwise, I bought a 2-pack of Epson [redacted] black ink cartridges. After replacing one black cartridge, my printer still won't work, even in Black/Greyscale mode. I contacted Epson support, who clarified that all color cartridges must be replaced. They mentioned that not all XP models support Greyscale mode. I am aware of the limitations on returning opened ink cartridges, and I have only used one so far. I plan to return the unopened cartridge to Best Buy, hoping for store credit to purchase the correct set. I have my receipt for the purchase. Thank you, Anna

I ordered a Mother's Day gift for my daughter from her husband, scheduled for delivery today. I just received an email saying there's a delay. My daughter's husband, a cardiothoracic surgeon, is busy with surgery and unable to pick it up. I tried to cancel this morning before it shipped, but I had no luck on the phone. I was bounced around, disconnected, and left on hold for 45 minutes. The call was supposed to be recorded. Now I'm embarrassed for the mess-up. This situation isn't right. I might have to turn to social media, along with my family. It's no surprise your stores are closing.

I purchased a computer from Best Buy a few years ago and added Geek Squad support along with various software, including Webroot security. Upon the software's expiration, I contacted Best Buy for renewal, leading me to purchase a new Webroot security for $[redacted]. Upon installation, I encountered issues and sought assistance from Geek Squad chat. Agent Tom suggested updating the key code, which seemed to work initially until I noticed the subscription still showed as expired. After contacting Sophie, who insisted on renewal payment, I then connected with Josh from Geek Squad phone support in Panama. Despite multiple attempts, the issue persisted, and additional payment was suggested for further assistance. I expressed my dissatisfaction and eventually was directed to billing, where I was advised to uninstall and reinstall the software. After two hours of troubleshooting, the issue could have been resolved swiftly by the initial agent. I feel frustrated by the wasted time and unnecessary payment requests and believe Best Buy should make amends for the inconvenience. -JB

I visited a Best Buy store to exchange a watch my wife didn't like for a Samsung smartwatch. It was meant to be an even exchange, but the representative told me I needed to pay the price difference because the watch was no longer on sale. Even though both watches were of equal value, they insisted on the policy. Requesting to speak to a manager didn't help, as they would not override the decision. Frustrated, I ended up returning the item for a refund. I'm disappointed they couldn't honor the sale price for an even exchange, leading me to consider cancelling my Best Buy card and account due to this unpleasant experience.

I contacted Best Buy on Twitter and tried calling customer service, but it's late, so email might be best. I ordered Apple AirPods with Wireless Charging case on May 10, [redacted], with next day delivery. I received a delivery notification on May 11 but was away from May 8 to May 12. My apartment complex's leasing office didn't receive the package on May 11. Returning from my trip tonight, I can't locate the package near my apartment. I am moving out soon and need the AirPods for my summer trip abroad. Typically, all my packages are handled by the leasing office, but this one is missing. What should I do next? H.C.

I placed an order for an external hard drive due for delivery on May 8th, but it didn't arrive. There was a delay, so I patiently waited until May 10th and called for an update. I was informed it would be reshipped and reach me by May 13th. Unexpectedly, I got an email stating another delay with a potential additional month of waiting time. Upon calling, I was told it was pending pickup by the carrier and assured of delivery the following day. After a frustrating hour and two calls, I finally spoke with a supervisor, mistakenly assumed to be male. Unfortunately, she was uncooperative, refused resolution, and denied me the chance to escalate the matter. This experience has left me feeling deceived by the company. I'm seeking assistance from someone honest and capable of addressing this issue without further misinformation.

I recently acquired a MacBook Pro from a friend who made the purchase at Best Buy on December 23rd. I am in need of the receipt to be transferred to my name and sent to me for registration with Apple. Despite efforts with Best Buy, I've encountered challenges in obtaining the necessary documentation. The original purchase was made by Ivana G. without an email ID, which complicates matters. I am eager to resolve this issue promptly and would appreciate assistance in having the receipt reissued in my name. Thank you for your help with this matter.

We have a Geek Squad protection plan for our microwave, purchased in [redacted]. We recently had an appointment to repair it due to a blown fuse. The Geek Squad agent who visited us noted that the outlet wasn't properly grounded. We hired an electrician to fix the grounding and wiring to the breaker. Unfortunately, the microwave stopped working again a few weeks later. When I called Geek Squad at 6:50 PM CST last night, the agent was unhelpful and dismissive, only offering an appointment in 6 days. He was rude and refused to escalate the call. This treatment seemed unfair, especially considering we rely on the protection plan for the microwave. I am disappointed with the customer service and would like this matter to be resolved in a satisfactory manner.

I own a Samsung S7 Edge with a battery that needs replacing. Upon checking the website, I found a store in Round Rock, Texas, listed as an authorized Samsung repair center. After driving over an hour and making an appointment, the Geek Squad technician declined to repair my phone, claiming someone had tampered with it due to a slightly swollen battery causing the back cover to lift. Despite explaining no one had accessed my phone, they refused to fix it. Their insistence that Samsung only uses black adhesive, when my phone had clear adhesive, further complicated the situation. This is the second time I have been turned away by them, and I am extremely dissatisfied with the negative service attitude. I am disappointed with Best Buy and the Geek Squad, and I have decided not to patronize them in the future.

I recently received a call from someone claiming to be from Geek Squad. They left a number on my voicemail for me to call regarding a refund, but the lack of a company identifier raised my suspicions. When I called back, the person who answered did not sound like a native English speaker and identified themselves as Geek Squad only after I asked. Upon expressing my concerns about the legitimacy of the call, the individual resorted to inappropriate and offensive language. This behavior is unacceptable and I believe it is important for Geek Squad corporate management to be informed about these experiences to prevent any further misrepresentation and verbal abuse in the company's name.