Best Buy Customer Service Issues

Subject: Assistance Needed with Defective Television July 16, [redacted] Dear Customer Service, I purchased a Sharp television model LC-50LBU591C (revision D) with serial number 50 G182764H01222 from Best Buy in November [redacted]. Unfortunately, upon setting it up last week, I discovered a severely cracked screen, rendering the TV inoperable. Both Best Buy and Sharp customer service have informed me that the exchange period has passed. I am reaching out in hopes that Sharp can assist us with this issue. As loyal customers with a tight budget, we rely on your products and need your support. Our families have always been satisfied with your brand, and we would like to continue this tradition. Thank you for considering our request. We eagerly await your response. Sincerely, Desperate and Disbelief

Regarding the order I placed: Order Number: BBY01-[redacted]51 Order Date: June 24, [redacted] Order Total: $[redacted].49 I experienced multiple delivery issues with this order. Despite assurances from the last representative I spoke with about these problems, who mentioned issuing me a $30 gift card and confirmed my address, I have not yet received it. After inquiring on Tuesday, I was informed that there were no notes regarding the gift card, leaving me without it and feeling frustrated. The delivery problems began with a two-day delay, followed by confusion stating the order was lost in the store, potential cancellation, and finally, a late arrival of a used rather than new product without the promised plastic wrappers on the charger or headphones, although the item seemed fine, prompting the assurance of the $30 gift card.

My encounter at the service desk was extremely disappointing. The employee assisting me dismissed my concerns as paranoia when I mentioned negative reviews about my new soundbar that I'd only had for 2 months. The voices were unclear, and they wanted to charge me $[redacted] for service. After contacting Samsung, they had me ship the soundbar to them, where they replaced a crucial component. I made sure to express my dissatisfaction to the service desk manager. As a result, technicians came and fixed the issues with my TV/soundbar at no cost, and they were fantastic. I will make sure to inform my neighbors and friends about my negative experience at Best Buy. The rudeness and lack of concern will deter others from shopping there in my Northwest Crossing neighborhood. Unlike Best Buy, Costco offers a 90-day return policy, which is much more customer-friendly. Regards, DE.

Subject: Disappointing Experience at Best Buy Store #[redacted] in State College, PA I am writing to share our recent frustrating experience at Best Buy store #[redacted] in State College, PA. In early March [redacted], we purchased a new Samsung TV and opted for the "Total Tech Support" plan due to our limited familiarity with modern technology. Upon delivery by Geek Squad technicians, we encountered difficulties connecting additional devices like a DVD player, sound bar, and TV Ears. Despite assurances from salespeople, the technicians struggled over multiple visits, ultimately failing to connect the sound bar. The TV started turning on randomly, disrupting our sleep and daily routine. After failed attempts to resolve the issue with Geek Squad, we contacted Samsung for assistance. Despite Samsung's troubleshooting efforts, the problem persists, causing us significant frustration and inconvenience. The supervisor at Best Buy refused to exchange the TV due to the expired warranty, leaving us disappointed with the service received. We regret the experience and will not be returning to Best Buy in the future. Sincerely, Ursula A. [redacted] Kathryn St. Boalsburg, PA [redacted]

I purchased a Samsung 28 cu. ft. 4-Door French Door Refrigerator from Best Buy in Feb. [redacted], along with other Samsung appliances. Since then, I have been facing ongoing issues with the ice-maker. It freezes in the wrong places, leading it to stop working. Moreover, there is excess dripping water from the top of the unit, causing water to flow throughout and onto the floor. Despite two service calls within the manufacturer's warranty period and four more from the Geek Squad under the extended warranty, the problem persists. Even after all Samsung updates and fixes were applied, the refrigerator is malfunctioning again. The technician suggests replacing the ice-maker and motherboard. I contacted Best Buy customer service, but they couldn't provide a Return Authorization because of their changed policy. I believe this to be a design flaw and request a replacement unit. I have invested a significant amount in Samsung products from Best Buy and wish to find a satisfactory resolution to this recurring issue.

On July 19, I bought an iPhone and a MacBook from Best Buy in Patchogue. The next day, I returned to purchase AppleCare but was interested in the 20% discount deal. The customer service staff were unaware of this promotion, mentioning it was related to total tech support. Despite my husband having some support, nothing was found. I requested a manager, but none were able to assist, even after approaching various employees. Feeling frustrated, I left without making a purchase and am hesitant about buying from them again. I am considering getting AppleCare directly from Apple. The previous day, the assistance I received was great, but today's experience was disappointing. It seems like the staff would benefit from improved customer service training and better handling of management requests.

I bought a Nintendo Switch at Best Buy on January 26, [redacted]. Although I didn't get any warranty, the console is still covered by Nintendo's standard warranty. Unfortunately, this week I accidentally spilled water on it while playing in handheld mode. After letting it dry, I found out that the screen is not working and the left joy-con isn't charging when attached. However, the touch screen and speaker are still working, and the console functions normally when connected to the TV. I'm interested in knowing the repair costs for replacing the screen at Best Buy, as Nintendo doesn't cover water damage and I no longer have their warranty. I prefer taking it to Best Buy since that's where I originally bought it, and I'd rather not ship it to Nintendo.

I recently purchased a new microwave and paid for installation above the stove. My wife was home but in a different part of the house when the installation took place. When she turned on the microwave, it sounded like a lawnmower. I suspect the installer did not test it because they would have noticed the issue. I reached out to their Twitter support, which had been helpful in the past. They initially responded promptly, but since Tuesday of last week, I have not heard back after providing the necessary information for them to fix the problem. After multiple follow-ups, I contacted them via web chat, and they scheduled someone to come next Saturday. They mentioned there might be a charge if the issue was caused by us. I have documentation of the chat and a video showing the problem. It's frustrating to have paid for installation, had my old microwave taken away, and now be without a functioning microwave for 12 days. The customer service representative I spoke with was impolite, which was not my usual experience with them.

Dear Best Buy Management, I have been a loyal customer of Best Buy for several years and have always appreciated the Geek Squad protection and products purchased from your store. However, my recent experience with your store in Flint, Mi has left me frustrated. Despite having purchased a Samsung Note9 and Geek Squad protection a year ago, when I needed to replace my broken screen, I faced difficulties at two different stores in Flint and Auburn Hills, Mi. Both locations encountered system issues and I was misled to contact a phone number that no longer provided services for phone replacements. The lack of communication regarding policy changes from two months ago led to a time-consuming and inconvenient process of waiting for over an hour and a half to have my phone replaced. The lack of proactive assistance from the store's manager further added to my disappointment. I believe improvements are needed in customer care policies to ensure customers like me do not encounter such frustrations. Regrettably, due to this experience, I have decided to purchase my next electronic item, a Samsung Galaxy Gear Watch, from Amazon instead of Best Buy. Thank you for your attention to this matter. Best regards, A Former Loyal Customer

On Sunday, July 21, I purchased an Apple iWatch for $[redacted] plus tax. When I tried to pair it in my car, I discovered it was already linked to another account. Despite having a receipt, the store's customer service team refused to assist, claiming the watch in the box did not match the one I should have received. After contacting the corporate office, they assured me there should be no issue and connected me with the store. Upon speaking with a supposed manager, I was initially told they would help, but upon returning, they once again refused. The manager on duty, Duncan, rudely accused me of return fraud and threatened to involve the police. Not only am I out $[redacted] and left with a non-functioning watch, but I also wasted my day driving back and forth and dealing with insensitive treatment from the manager.

On Sunday, July 21st, I purchased an Apple iWatch for $[redacted] plus tax. When I tried to pair it in my car, I discovered it was already linked to an account. The store's customer service refused to help or accept a return, claiming the watch didn't match the one meant to be in the box despite my valid receipt. After contacting corporate, I was assured there would be no issue and was directed back to the store. Despite speaking with a person who claimed to be the manager and guaranteed a resolution, I was denied help again upon returning. The manager on duty, Duncan, rudely accused me of trying to commit return fraud and threatened to call the police if I didn't leave. I am left without my $[redacted] or a functioning watch, wasted my day driving back and forth, and was humiliated by Duncan's behavior.

I recently purchased a Toshiba TV from Best Buy on Amazon and need to return it. I followed the instructions provided by Best Buy, printed the mailing label and return authorization form, and took it to the store yesterday. They tried scanning and manually entering the numbers, but it wasn't working. I contacted Amazon customer support at the store, but they could only suggest waiting for a new authorization form from the seller. This is frustrating as I was physically at the store. I now have to return in two days to try again. I would prefer to return it in person as instructed rather than pay $11 to ship it via UPS after already making the trip to the store. Can I please have confirmation that I can return it at the store? My schedule is busy with three jobs, and I won't be able to return until Wednesday. I bought it online to save time and haven't even opened the box yet.

I am disappointed with the service I received at store #[redacted] from the store manager, Kyle Martin. I purchased a tech support package less than a year ago, believing it included home, college, and 24/7 support. When I brought in my daughter's computer yesterday for repairs, I was shocked to be told about additional shipping and labor charges that were never mentioned before. When I raised my concerns with Jason, the Tech manager, he dismissed them, claiming it was a miscommunication. I demanded to speak to corporate, but was only given the number for Geek Squad. I feel misled and defrauded, as the services promised to me were not fulfilled. The lack of customer resolution and Jason's dismissive attitude was unacceptable. I want an explanation for this unethical behavior and to be treated fairly as a customer.

The customer service experience at Bestbuy in Sherman, TX was disappointing. The employee at the checkout was unhelpful and showed preferential treatment to some customers. The cashier, who had red hair, responded rudely when questioned about this behavior. Despite initially refusing, she eventually allowed the customer to speak to a manager, but not without being condescending. The manager, who had visible tattoos, did not handle the situation well and came across as defensive. The overall atmosphere was described as unpleasant and uncaring, leaving the customer feeling disrespected. In comparison, other stores like Target and Walmart offer better service where any staff member can assist customers at the register. The lack of professionalism and rude behavior at the Sherman TX Bestbuy location was considered unacceptable.

I visited your store seeking speakers for my cellphone to listen to audiobooks while driving in my older car without smart features. Your staff recommended the JBL Flip4 as the best option. Unfortunately, they were not as loud as needed. After a delay due to medical issues post-surgery, I attempted to return the unused, like-new speakers, but they were out of stock. The customer service representative kindly tried to assist but was unable to override the return policy. It seems the store may have been promoting these older speakers to clear stock. Now, I find myself stuck with speakers that do not meet my needs. Suggestions to file a warranty claim with JBL do not apply as the speakers are functional. As a person with disabilities living below the poverty line, the inability to return these speakers is distressing. I am hopeful for a possible solution from your end.

I visited Best Buy at Hotel Circle in Albuquerque today around 5:30 PM in search of a computer AIO. The associate mentioned a marked-down Dell AIO originally priced over $[redacted] to $[redacted] with 12GB RAM and an Intel i7 processor. However, after a long search, they couldn't locate it due to a mix-up of it being sold as new. I expected to purchase the one in stock at the promised price, as per their system showing availability. The Sales Manager declined the offer without meeting me personally. When he finally did, he didn't apologize, only explained the mix-up. Disappointed by the manager's attitude and lack of effort to resolve the issue, I am contemplating shopping elsewhere.

I recently purchased an eero 3-pack with an extended warranty from Best Buy. The warranty stated that if anything went wrong, I could bring it back for a replacement. Unfortunately, it stopped working on July 12, shortly after my knee replacement surgery on July 10. When I tried to return it, they informed me that the warranty expired on June 27. Best Buy refused to honor the warranty, stating that I would need to purchase a new system for $[redacted]. I even asked for a discount, but they declined. Disappointed, I returned the unopened eero beacon as well. This experience has left me feeling undervalued as a long-time Best Buy customer. Customer care should always be a priority, and I no longer feel valued as a customer. I hope for a positive resolution, such as Best Buy replacing the system, but if not, I will be taking my future business elsewhere. Thank you. - Ron

I attempted to schedule the delivery of an appliance purchased by my landlord, contacting [redacted]. When selecting English, I faced an unending series of options leading nowhere. Switching to the French line, I conversed with uncooperative uni-lingual personnel, who were unresponsive to my attempts to communicate in English. Their abrupt and rude demeanor left me feeling unvalued as a customer. Finally, after being redirected to 1-[redacted], I was informed that I needed my landlord's consent, despite believing it had already been given. The entire ordeal was far from the customer service standards I've upheld in my 25-year sales career.

In June, we bought a Samsung washer and dryer from the Folsom Ca. store. Both items were damaged during shipping. A.S Appliance Installation, the subcontractor for the store, installed the damaged units. We used the washer for 2 weeks, but the dryer did not work properly. Upon installation of the replacement units, the dryer worked well, but the washing machine caused a flood due to a blockage in the drain. We contacted Best Buy immediately and started the drying process with Serv Pro. Sedgewick Claims Mgt. denied our claim, suggesting we contact A.S Appliance. We explained to Sedgewick that as Best Buy customers, we have no contract with A.S Appliance. We provided receipts for the drying process and drain cleaning. We seek reimbursement for our expenses in in-store credits. Sedgewick's slow response is causing concern. If the claim is denied, we may pursue litigation or mediation. Our claim number is [redacted]. Steve and Roberta (Bobbi) Park

Hello, I purchased my iPhone from your store on February 18, [redacted]. I specifically requested an unlocked iPhone as I intended to use it in Indonesia. Upon returning to the USA on July 18, [redacted], the phone no longer worked. Yesterday, after exhausting all my options, I spoke with a senior advisor named Ian from iPhone customer service. He mentioned that the issue may have originated from Best Buy accidentally locking the device, even though the receipt stated it was unlocked. Currently in Indonesia, I contacted Best Buy through my son today. Initially, Customer Service advised visiting a store. Upon visiting the 5th Ave store, my son spoke with Denise, a supervisor, who claimed the phone couldn't have been locked and suggested returning the device to the purchasing store. Subsequently, he contacted Loraine at the Portage branch, who mentioned that all devices sold at Best Buy are initially tied to the first provider installed. This lack of transparency is disappointing, and it's clear that there was a misunderstanding during my purchase. I would appreciate a prompt resolution and a refund for the following reasons: 1. I clearly stated my need for an unlocked iPhone for use in Indonesia. 2. The lack of explanation by your staff at the time of purchase. 3. The overall lack of customer service and communication. I believe in Best Buy's commitment to its customers and trust that you will address this matter promptly. I hope to receive a response soon as I am currently unable to use my phone. Thank you. Regards, Purnamawaty