Best Buy Customer Service Issues

To whom it may concern, My name is Loyd Stewart. I purchased a pair of Apple AirPods last November 20th for $[redacted].39 with tax. I also bought the Best Buy warranty for $32.09. The order number is BBY01-[redacted]61. Today, the left AirPod stopped working, so I visited a Tampa store. The warranty I got is the "2-year Geek Squad product replacement," but they couldn't provide me with an open box replacement. They asked me to pay the difference for a new pair of AirPods. I find this situation dishonest and unfair. I expected the 2-year warranty to cover a full replacement. If the exact model isn't available, I should receive the next best option. I will pursue this matter until I am satisfied.

I purchased a Lenovo Yoga laptop from the Montgomeryville store in July [redacted]. Over the past year, my computer has been sent back to the warehouse three times despite being under warranty. The keyboard was replaced twice due to malfunctioning keys, and the LCD cable unit was replaced once for display issues. My most recent repair on July 17th seems to have fixed the computer. However, Geek Squad informed me that if the same issue doesn't occur three times within 30 days, they may not be able to assist further. Despite the temporary fix, I am concerned about the persistent hardware issues from the beginning. I have contacted Geek Squad multiple times, but the response remains the same. I am dissatisfied with this ongoing problem and would like to explore options to replace the computer.

I purchased a TV online on 07/03/[redacted], and unfortunately, the screen was damaged upon delivery by the Geek Squad on 07/13/[redacted]. Despite the box being intact, the screen was broken. I immediately contacted customer service for a replacement and was informed one would be delivered on 07/25/[redacted]. Since I am unable to transport the TV myself due to its size, I am eager to confirm the delivery date and approximate time to ensure someone is home to receive it. However, I haven't received any notification about the delivery and my attempts to clarify have led to multiple transfers to different departments and challenges in reaching management. Currently, I am on hold for further assistance. I hope to find out soon when the replacement TV will arrive today.

I bought an amiibo named "Bayonetta player 2" online for pre-order a while ago. Today, on July 26, [redacted], when I went to collect it, I received the player 1 version instead of the player 2 I ordered. The store only had the player 1 on shelves and no Bayonetta amiibos were in sight at their usual spot. Despite the website still displaying the player 2 amiibo image, I am disappointed that I didn't receive what I paid for. I will keep the player 1 amiibo for myself, but I am adamant about receiving the correct version as advertised without any additional charges.

Dear Sir/Madam, I am seeking assistance in resolving a promised refund of $[redacted] related to my second iPhone XS MAX purchase on 9/22/[redacted]. Reference# [redacted][redacted] Member ID - [redacted] Store# [redacted] Date and time of purchase - 09/22/[redacted] 20:33. During the purchase at Best Buy, the sales representative encouraged us to buy two iPhones due to a $[redacted] discount offer that was supposed to be credited/adjusted after 3 months on our monthly bills. Despite the promise and written confirmation on the contract, the $[redacted] has not been credited to my account. After contacting ATT customer service, I was informed that the offer is for new lines only. I have faced frustrating treatment so far. When I visited the store recently and tried to discuss the issue with the salesperson and store manager (Store# [redacted]), they dismissed it as an old matter of 9 months ago and refused to let me speak to the salesperson who made the false promises and wrote $[redacted] off on the contract. This unethical behavior is alarming. I have contacted ATT and Best Buy customer care, but no resolution has been provided. I feel cheated and disregarded. Your prompt investigation and assistance in this matter would be highly appreciated. Thank you for your attention to this issue. Sincerely, Kashif Khan

I scheduled an appointment with Geek Squad for a car entertainment system installation in early June this year. Due to no availability at my usual location, I chose a different one. The appointment got delayed by additional 2 weeks after rescheduling. Upon picking up my car, I discovered that the parts provided for the install were incorrect, leading to malfunctioning controls, including the steering wheel controls. The head unit is not level and does not face the driver properly. Also, my factory rear view camera stopped working, without any prior notice. This experience was disappointing as my previous installation was smooth. I wish to have a solution that restores all the functionalities I had before this installation mishap. Your help in resolving this matter would be greatly appreciated.

On July 14, [redacted], I bought an HP Envy 27-b214 at your El Segundo, CA store. It was an open box in Certified Excellent condition, and the price was reduced by $[redacted] from the original $1,[redacted] retail price. During your Black Friday in July sale, the retail price for the same machine new was lowered to $1,[redacted]. If I had bought the open-box machine with the current discounts today, I would have paid only $1,[redacted]. When I visited the store on July 27, I spoke with Dominic, the sales clerk who sold me the machine. He was willing to credit me $[redacted] for the price reduction, but the computer manager, Eddie, said it couldn't be done due to system limitations. Eddie did not allow me to escalate the issue further. I am requesting a $[redacted] credit to my account to align my purchase with today's sale price. I am still within the return period but prefer to avoid unnecessary exchanges. Despite this setback, I value the service provided by Geek Squad and hope for a positive resolution. Thank you for your attention, B. K.

I purchased an Oculus Rift on July 12th in the evening. On Sunday, July 28th, the right controller stopped working. Despite it being only 15 days since the purchase, the store insisted it was 16 days due to the evening purchase time. Their policy only allows for replacements within 14 days unless a costly warranty is bought. It was disappointing to learn this after they had already started the process. This experience has made me reconsider shopping at BestBuy. Other stores offer longer warranty periods and more flexible return policies. The BestBuy on Grand River in Okemos, Michigan, fell short of our expectations, leaving us dissatisfied with our purchase. I urge you to review and adjust your warranty and return policies for the benefit of your customers in the future.

Visitor: Thank you for choosing Best Buy. I am writing to express my frustration with a recent return attempt. I purchased a gift on 5/25, which was given on 7/13. Unfortunately, one of the items was incompatible with the earbuds, and when I tried to return it, the store refused, citing their return policy. I was told that standard members have 15 days to return items, Elite members have 30 days, and Elite Plus members have 45 days. This policy seems unfair to those who shop for gifts early, as it limits their ability to exchange items. Despite the policy stating that gift exchanges receive store credit, I was not able to proceed with the return. I am disappointed with this experience and plan to share my negative feedback on social media. Thank you for your assistance.

I bought an HP Chromebook X2 (Model: X2 12-F014DX, SKU: [redacted]) in November last year. My order number is BBY01-[redacted]71. I reside in Abu Dhabi, United Arab Emirates, and had it shipped to a friend in the USA who then brought it to me. I've been generally happy with it, but recently it's been overheating and has display issues after a few hours of continuous use. The screen becomes unresponsive with distorted lines until it cools down. I will be in Huntsville, Alabama next week and was wondering if I could bring it to the Best Buy store there on August 3rd or 4th for a possible replacement. The display problem occurs after prolonged use, typically about 5 to 6 hours, such as when watching Netflix. The back of the tablet gets warm quickly.

I placed an order for a refrigerator online on 7/24/[redacted]. I received multiple texts and emails confirming the delivery for 7/30/[redacted] between 8am and noon. On the day of delivery, I got a message saying the refrigerator was on the way and Ruban would arrive between 8am and noon. I waited with a large cooler of food, but by 12:30pm, it had not shown up. When I called, the customer service representative was unhelpful, mentioning the appliance truck hadn't arrived. Despite the numerous notifications, all I received was a casual apology. Frustrated, I went to the Fort Wayne Apple Glenn Store to speak to the manager. After some confusion, they couldn't confirm a new delivery time. I stressed the urgency, but left without a resolution. This experience is completely unacceptable, as I face losing over a hundred dollars in food. I am seeking compensation for this inconvenience. Sincerely, J.R.

Hello Ryan, I purchased my HP Spectre x360 at BB-Galleria and encountered issues shortly after. First, a cracked screen, then more problems arose. Recently, I bought an LG Gram from the same store and left my HP for repairs. Upon picking it up and trying to use it yesterday, I found it still freezes. The keyboard is unresponsive, the mouse cursor doesn't move, and even control alt delete doesn't work. I've tried contacting BB multiple times to reach a GeekSquad member without success. I searched for customer service emails and even the Corporate Headquarters contact but to no avail. I'm feeling frustrated and helpless. Over the years, I've been a loyal HP customer, purchasing most of my computers from BB. My husband also prefers Lenovos from the same store. I hope to resolve the issues with my HP to restore my faith in their products. Any assistance would be greatly appreciated. Thank you, mlmcadams PS: Sharing a message with BestBuy and the GeekSquad on the importance of caring. Caring may require effort and expense, but it leads to loyalty and positive word of mouth in the long run. It's a valuable investment. - Seth Godin

I bought a refrigerator from Best Buy in Heath, Ohio, and had a great experience. However, when I tried to turn in my old fridge, it wasn't working, so I had to return to Best Buy and pay a $20 removal fee. While I was willing to do so, the customer service girl had an attitude. Today was my scheduled delivery day, but the delivery person informed me that the fridge had a dent and asked if I bought it that way, which I didn't. A customer care representative called, was unfriendly, and hung up on me. When I called back, the notes said we were disconnected, and I'm still awaiting a callback. Now, I have to take another day off for a possible delivery. I believe I deserve better treatment as a paying customer. I'd like to escalate this issue to a manager. Please reach out to me.

I was billed for a product I never received. After requesting a refund, I was informed that it will take one billing cycle to get my money back. As an elementary special education teacher, my students and I worked hard to fundraise for a classroom computer, but now they are left without it. The delay in refunding our money until next month is disappointing for both parents and students. We feel unjustly treated despite our efforts. One parent summarized it as, "Corporate conglomerate - 1, elementary special needs children - 0." It is disheartening that in this case with Best Buy, Whitney's actions were not right. Would you not share this sentiment?

I was charged for a product I didn't receive. When I asked for a refund, I was told it would take a billing cycle to process. I'm an elementary special education teacher, and my students worked hard all summer to save up for a classroom computer. Now they're disappointed, as the refund delay means they may not get their money back until next month. Parents are upset, and the kids won't have a new computer when school starts. We're innocent in this situation, but we're the ones suffering. One parent criticized Best Buy for their treatment. It would be great if Best Buy could refund us now or have the items in the store by the upcoming weekend. This would make the kids happy and appease the upset parents who are considering shopping elsewhere.

I was charged for an item I never received. After requesting a refund, I was informed that it could take one billing cycle for the money to be returned. I am a special education teacher, and my students and I worked hard all summer to save up for a classroom computer through car washes, yard work, and baked goods sales. Now, the kids are disappointed, and we might not get the money back until the end of next month. The parents are upset, and the kids are sad they won't have a new computer for Monday. One parent expressed frustration, feeling like the children are losing to a big corporation. It's disheartening that despite our efforts, we are left in this situation. Best Buy, please consider refunding our money promptly or having the ordered items available in your Owensboro, KY store by the upcoming weekend to bring joy to the kids and ease parents' frustration. Some parents mentioned they will shop at Walmart instead due to this experience.

I was charged for a product that I never received. Upon requesting a refund, I was informed it could take up to one billing cycle to process it. I am an elementary special education teacher. My students and I worked hard all summer doing various tasks to save up for a classroom computer. Unfortunately, the kids are now without a computer, their funds are tied up until next month, and parents are understandably upset. It's disheartening that we are in this situation despite our efforts. One parent expressed disappointment, indicating the disparity between the corporate entity and our special needs children. It's disappointing. I believe Whitney was at fault in this instance. Best Buy, you have the opportunity to rectify this situation promptly by refunding us or ensuring the ordered items are available in your store by the weekend. This would greatly impact the kids and alleviate parental frustrations. Some parents have decided to go to Wal-Mart for the computer instead of continuing to support your store.

Hello, I have been a loyal customer of Best Buy for two decades, shopping at the Bowie store in zip code [redacted], MD, where I have made numerous purchases. During my recent visit, I bought two blu-ray discs and two LP records; however, I was unexpectedly asked by the cashier to show my driver's license. This experience left me feeling uneasy and questioning if this was a case of racial profiling. I am reaching out to share my concerns and to inquire if this is a new store policy. I believe raising awareness about such incidents is important, especially considering the current political climate. Thank you for listening. Gil M.

Dear Customer Service, I am John P. and my Best Buy account number is [redacted] at the Meriden CT store (#[redacted]). I recently purchased the "[redacted] Copy DVD" software but have been unable to activate it due to issues connecting to the activation server. Despite several attempts to troubleshoot, including adjusting my firewall settings and contacting support via the website and phone, I have not received a resolution. The store manager, Mike B., informed me of the store's no-refund policy. I am requesting a refund for this software that I am unable to use. If not resolved, I will have to escalate this matter further. Please address this issue promptly. Thank you for your assistance. Sincerely, John P.

I have been a loyal customer of Best Buy for many years. One of the main reasons I continue to shop at Best Buy is their price match guarantee. On 07/17/[redacted], I purchased a new Macbook Pro for my daughter who is starting college this fall. I used the student discount and paid $[redacted].99, only to find out two weeks later that the price had dropped to $[redacted].99. Despite bringing my receipt to the York store, I was directed to call customer service for the refund. After a 17-minute call, I was informed that the price match couldn't be honored due to the student discount, citing company policy. I have made numerous purchases at Best Buy over the years and value the price match guarantee. However, if this policy cannot be upheld, I may have to look elsewhere for my electronics needs in the future.