Best Buy Customer Service Issues

Subject: Request for Replacement and Installation Information I recently purchased a GE microwave which has developed condensation on the glass, making it unsightly and potentially hazardous for my family. I kindly request details on how to get a replacement and arrange for installation. Thank you, Kai Lam [redacted] --- Thank you for choosing Best Buy®. Dear Chung, We have confirmed that your order (BBY01-[redacted]35) was successfully picked up at the Danvers MA store. We hope you enjoy your purchase and anticipate your next visit with us soon. Sincerely, Best Buy Customer Care Team Order Date: 10/19/[redacted] ORDER #: BBY01-[redacted]35 Model: GE 16 Cu Ft Over-the-Range Microwave Stainless steel PICKUP COMPLETE: MON 10/22 DANVERS MA For further assistance, feel free to review our help topics on returning items, price match guarantee, and more on our website. Best regards, Best Buy --- This email was sent by Best Buy®. For more information on privacy matters, please visit our Privacy Hub on our website.

Dear Sir/Madam, I am Compton Williams, writing to report an unfortunate scam incident involving an individual named Alex who claimed to be an employee of GeekSquad's Technical Support department. On May 12, [redacted], around 2 pm, I contacted GeekSquad customer service to address adding plan coverage to a damaged laptop. While on the call with my son, Samuel Williams, and wife, Hazel Williams, Alex from California (who can be reached at 1-[redacted]) introduced himself and began working on the desktop. He instructed us to visit Best Buy for a license key without payment, but later requested credit card information. After unsuccessful attempts with my son’s card, he illicitly used my Bank of America card, resulting in a pending charge of $[redacted]. Subsequently, he asked us to purchase Google Play cards and share the details. Realizing his scam after several purchases, we tried contacting him to no avail. Our card companies have been informed. I urge GeekSquad to identify this individual to prevent further scams. Sincerely, Compton Williams

I purchased a Samsung Gear Fit 2 watch on October 29, [redacted], with a protection plan. The device was exchanged on May 11, [redacted], for a Samsung Active watch due to performance issues with the Gear Fit 2. Despite the exchange, the protection plan was not prorated. I visited the Pasadena, CA store, but they were unable to assist with this matter. After contacting corporate, I was directed back to the store. Seeking resolution, as per the GSP conditions for California, I should be eligible for a pro-rata refund which was not provided. I am requesting the prorated refund for the unused portion of the service plan. I have the receipts available for verification if necessary.

I visited the store in Wellington, FL to buy computers for my small business. We intended to purchase 3 computers, but ended up finding 2 open box all-in-one models on clearance, one Dell and one Lenovo. Just as we were about to make the purchase with a debit card, an employee accidentally cracked the screen of the Lenovo. The Lenovo at the Wellington store was discounted to $[redacted]. The employee kindly checked with the West Palm Beach, FL store, which had 2 of the exact same Lenovo models on clearance. We were hoping they would match the Wellington store's price due to the issue caused by their employee. Unfortunately, they declined, citing store discretion and budget constraints. We prefer to buy from Best Buy, and have already invested a lot of time today in this matter.

I recently bought the Geek Squad consumer protection plan for my camera based on the sales representative's assurance that the damage would be covered. However, I have been informed by Geek Squad that my camera does not qualify for coverage. Despite reviewing the warranty terms that state otherwise, they are now saying that only theft and loss are excluded. I escalated the issue to the store manager who suggested reaching out here. I have been a loyal Best Buy customer and have spent a substantial amount on both the camera and the extended warranty. I have tried contacting multiple times and this is my last attempt to resolve this. Please help me with this situation. My name is Joseph.

Hello, I recently made an order (#[redacted]45) with a vendor on the Marketplace, which has now been canceled mysteriously. Yesterday (May 14) I placed the order, but today upon checking the status and not receiving any email updates, I found out that it had been "cancelled". After contacting Best Buy on the phone, I was informed that the cancellation was due to the vendor claiming they couldn't fulfill it because of low stock. However, I noticed that the same item is currently in stock, albeit at a higher price than when I purchased it. It appears that they may have canceled my order falsely under the guise of stock shortage to increase the price post my purchase. Is this type of deceitful behavior acceptable from Best Buy Marketplace vendors? I'm seeking clarification on what occurred and if this aligns with Best Buy's standards. Thank you, Nina

I recently contacted customer service to request a new card through the app, and although the process seemed smooth, my phone froze before I could confirm. When I called the [redacted] number, I spoke with a representative named Creg. Despite only providing his first name, Creg assured me that his notes would reflect my request accurately. However, I found Creg to be unprofessional as he immediately questioned me about past account charges from April, even though these had already been resolved with another representative. Creg insisted on discussing additional charges, some of which I acknowledged as mine, leading to a confusing conversation about reporting fraud. Despite explaining my situation, Creg was adamant about the charges from the same source and insisted I deal with it myself. As someone with multiple credit cards and a high credit score, I felt disrespected and unfairly treated by Creg. I wanted to bring this to your attention as a manager myself, as I value customer service excellence.

Hello, I am encountering an issue with the Geek Squad. Last year, I purchased a 55" TV from Best Buy and was informed by the sales representative that acquiring the Geek Squad membership would provide me with a better price for the TV. I agreed, as the representative mentioned the membership would automatically cancel after a year. In January [redacted], the membership reached a year, but due to an absence, I was unable to contact Geek Squad about the ongoing charges. Upon returning, I called Geek Squad to address the situation. I was instructed to call to cancel the membership, despite not being informed about this requirement initially. The store manager advised me that only Geek Squad could handle the issue and mentioned the unlikelihood of a refund. After further back and forth communication with Geek Squad, I am frustrated by the lack of clarity and differing instructions provided. I demand a refund for the period from January [redacted] to May [redacted], as the membership has not been utilized. I find this customer service experience unprofessional and urge a resolution promptly. Thank you

Regarding my recent order #[redacted]28 with Shipping ID: [redacted]23, I encountered a delivery issue in Calgary due to a missing suite number on the address. Despite contacting Canada Post twice to provide the necessary information for delivery, the package is now being returned to the sender. To avoid further complications, I kindly request that the package be resent to me at the corrected address below: Gabriele Makino c/o Schlumberger, [redacted], [redacted] - 9 Avenue SE, Calgary, Alberta, T2G 0P6. I have included my company name as an additional reference for delivery purposes. This oversight has not been an issue in the past, and I receive packages globally without any problems. I appreciate your assistance in rectifying this matter promptly. Thank you for your attention to this issue. Best regards, Gabriele Makino

I am Tarun Paul residing at [redacted] Elkmont Avenue, Bellerose, NY [redacted]. I can be reached at [redacted] or [redacted] I placed an order for a refrigerator in December last year with order number BBY01-[redacted]35. I paid $[redacted].41 using a gift card and the rest with a credit card. Unfortunately, the order was cancelled, and while I received a credit card refund, the gift card refund is still pending. Despite numerous calls over the past 6 months, the issue remains unresolved. Despite assurances of issuing a new card and acknowledgment of deducting the funds, the whereabouts of the refund are unknown. Contacting 1800bestbuy has not been fruitful as they keep redirecting me to different departments without resolving the issue. I am concerned due to the significant sum involved. Any guidance on this matter would be appreciated.

My name is Prakash Patel, and I reside at 12 Slingerland St, Albany, NY [redacted]. I purchased my HP laptop from Best Buy in Crossgates Mall, Albany, NY. The serial number of the product is [redacted]. I have been experiencing issues with the laptop for four months now. The main problems are that it is not starting and not charging, causing me a lot of frustration as I am unable to do my daily work. I have taken it to Best Buy twice, but after 15 days, the same issues persist. Despite being a big company, a solution has not been found yet. I kindly request that my laptop be replaced with a functioning one. My phone number is [redacted]. I hope to receive a response soon. Thank you, Prakash Patel, Albany, NY.

As an experienced retail manager, I hold high standards for customer service. I have encountered subpar service at your stores in recent years, leading to my decision to stop shopping there. However, my recent visit to your Benton Harbor, Michigan store changed my perspective. Initially, a salesperson directed me to a Bluetooth speaker, briefly mentioned one model, and left. Shortly after, Joshua approached me. Joshua's product knowledge and attentive approach stood out. He took the time to understand my needs and directed me to the perfect product, albeit slightly above my budget. Joshua's genuine interest in meeting my criteria was evident, surpassing mere sales goals. I believe Joshua deserves recognition for his exceptional customer service, which succeeded in winning me back as a customer. I commend him for providing Legendary Customer Service and rate his assistance a perfect 10. Sincerely, William K. D. [redacted] [redacted]

Looking for advice? Here it is: Trust your gut and shop on Amazon. Best Buy's delivery team canceled due to heavy traffic in downtown LA. No compensation was provided for the inconvenience. Despite offering to wait or meet them halfway, they refused. Order number: BBY01-[redacted]49. I have now bought a $3,[redacted] TV from Amazon and will not use Best Buy again.

I pre-ordered three Nintendo amiibos on April 17th for their release on May 17th. My MasterCard was charged on the same day, even though I was told it wouldn't be charged until shipping. I understand the authorization process, but the funds should have been refunded by now. On May 15th, my card had insufficient funds, causing my order to be canceled despite the $50 being charged. I assumed this meant I had paid and the order would ship later. I'm confused why I was charged initially when my items hadn't shipped and now my order is canceled without a refund. Can you please assist? $50 is a significant amount for me. My email is [redacted] I ordered three Nintendo amiibos from The Legend of Zelda: Breath of the Wild series. Thank you, hoping for a prompt response.

I placed an order online through my account and paid for it with my credit card. When I went to the store to pick it up, the app mistakenly listed my wife as the pickup person, even though she isn't on my account autofill. Despite having my ID and credit card, the store wouldn't allow me to collect the order. This situation left me frustrated! It doesn't make sense that if she showed up and used my credit card, it would have been allowed. What if she had taken my card after a divorce? After being a customer for over a decade, this experience has led me to decide not to shop at Best Buy anymore. There are plenty of other options available. I ended up driving across town to Fry's and got the TV for $40 less. I feel that the way I was treated was completely unacceptable, and unfortunately, Best Buy has lost a loyal customer.

I made an order with an incorrect delivery address, an old residence. I reached out to Best Buy via phone to try to stop the delivery since the package was still at the warehouse. The representative assured me it wouldn't be sent out and mentioned I'd get a confirmation email, which I never received. Days later, I got an email saying the package was delivered to the wrong address. I got in touch with Best Buy again and they rescheduled the delivery to my current address. However, when I checked the tracking information after it was sent, it showed the order was refused and returned to Best Buy, even though I never received the package or refused it. I am now without the item, haven't received a refund, and the order doesn't show up in my online Best Buy account.

On April 20, [redacted], I requested my girlfriend to buy a stand-alone USB memory card reader at Best Buy in Evansville. She made the purchase, but upon inspection at home, I found it wasn't the correct item and attempted to exchange it on May 23, [redacted]. Despite living 50 miles away and explaining the situation to the lady at customer service with the receipt in hand, I was informed of the 15-day return policy limitation. She declined the exchange as the box had been opened, despite my explanation. I left without the needed item, feeling frustrated by the experience. As a loyal customer of Best Buy, I appreciate the usual customer service but felt let down this time. I hope to resolve this issue and purchase the correct USB memory card reader from Best Buy, as I value the store's product quality and customer support.

I brought my computer in for repair on April 28th, and since the last status update on May 16th, I have been unable to get any information on when it will be fixed or if it is repairable. My order number is [redacted][redacted], and I have been frustrated with the lack of communication from Geek Squad. My phone number is [redacted]. Each time I call, I am told that someone will reach out, but I have yet to receive any meaningful response. I urgently need to know the timeline for my computer's repair or replacement. Thank you.

I recently purchased a Samsung fridge, washer & dryer, and a Samsung 75” TV from Best Buy on Arden Way in Sacramento, CA. My appliances were scheduled for delivery on 5/24/19, expecting a call 30 minutes before arrival as promised, but that did not happen. Instead, I received a call only 10 minutes prior. When I explained that I was not at the delivery address yet, I was faced with a rude supervisor who did not address my concerns. Despite my request for a re-delivery, the supervisor's unprofessional behavior led me to consider cancelling my order. The lack of customer service displayed by the management team at Best Buy is disappointing. I plan to visit Best Buy to request a refund and take my business elsewhere.

Hello, I am a customer who resides in Richmond, Virginia and frequently shops at your West Broad Street store in Short Pump. Recently, I have had a series of unfortunate experiences with the purchase of Bluetooth earbuds or headphones from your store. The first set stopped working after three months, and upon trying to return it, I was directed to the manufacturer instead of receiving assistance in-store. Subsequently, the second set malfunctioned after four months, and despite my efforts, the manager at Best Buy did not accept returns for both items. I made the regrettable decision of purchasing a third pair of earphones from a different brand five days ago, hoping for a better outcome. Unfortunately, while using this latest set, I experienced a sudden high-pitched buzz in my ears due to volume control issues, which has caused me discomfort and sleepless nights for several days. I am concerned about potential hearing damage and would appreciate your guidance on how to proceed in this matter. I aim to address this situation promptly to prevent similar incidents and ensure the well-being of other customers. Your prompt attention and assistance would be greatly appreciated. Thank you for your understanding and I look forward to your response. Sincerely, T. Potter, [redacted], Richmond, Virginia.