Best Buy Customer Service Issues

Issue with order BBY01-[redacted]89 I received the Sonos subwoofer I ordered as an Open-Box item listed in "Excellent" condition, but it arrived in a disappointing state. The subwoofer is scratched and chipped, indicating possible damage from being dropped. Moreover, it arrived without any instructions or accessories, and most concerning was the complete lack of packaging inside the box. The absence of styrofoam or cushioning material allowed the subwoofer to move freely within the box during shipping, which could have caused further damage. The box itself had notable holes for carrying, leaving the subwoofer exposed to elements like moisture and dirt. Considering my frequent purchases of Open Box items from Best Buy, this experience stands out negatively. It is concerning that an item in such condition was labeled as "Excellent" on the website. I am disappointed with the discrepancy between what I paid for and what I received. I am interested in knowing how this situation will be rectified.

I recently bought new car speakers at the Norridge store for $[redacted].30. The sales associate assured me multiple times that installation at any store would be free, so I brought them to the Geneva location for the appointment. However, upon arrival, I was told I owed a $65 installation fee, contradicting what I was originally promised. The manager at the Norridge store was unhelpful and suggested I return the speakers instead. This situation has been frustrating as I cannot afford the extra $65. Had I known earlier, I would not have made the purchase. I hope someone can assist me with this matter. -Joe B

Hello Joe/Robert, I want to share an experience about an iPhone purchased as a gift for my birthday by my brother from a Best Buy store in Chicago. After inserting a SIM card, I received an error message stating, "SIM not valid." My brother assured me that the phone was unlocked and suitable for use worldwide. He specified to the Best Buy representative that it would be used in India. Attempts to use the phone with new SIM cards from Indian carriers (Airtel & Jio) were unsuccessful. Apple support recommended contacting the retailer, as the device was not purchased directly from Apple. After contacting Best Buy and speaking with Robert, he provided guidance on the next steps for resolving the issue. I appreciate Robert's assistance and would like to know the process for activating the device so it can accept SIM cards from any region. If shipping is required, please let me know promptly along with the necessary details. I will provide the device details when contacted. Seeking urgent assistance.

Dear Joe/Robert, I hope you are doing well. I wanted to share an experience with you regarding an iPhone purchased from a Best Buy store in Chicago as a birthday gift from my brother. After trying to insert a SIM card, I encountered an error message stating "Sim not valid." Upon discussing this issue with my brother, he mentioned that the device was supposed to be unlocked for global use and specifically informed the Best Buy representative that it would be used in India. Despite trying with different carriers in India (Airtel & Jio) and contacting Apple support, I was advised to return to the retailer where the phone was purchased. I reached out to the Best Buy team and spoke with Robert, who offered guidance on the next steps. I would greatly appreciate your assistance in activating the device so it can accept SIM cards from any region. If shipping is necessary, please inform me promptly along with the required details to transfer along with the device. I will provide the necessary device details upon contact. Any help would be highly appreciated. Thank you.

On June 10th, I purchased a Sony Camcorder this year but when I tried to return it within the 30-day window for Elite Members, I was told I was no longer Elite at the store. The manager refused to take it back because it had been longer than the 14-day return period. When I picked up the item, I was told the stickers with their initials would act as a receipt, leaving me unaware of my membership status change. The manager in Flower Mound, TX seemed disinterested and unhelpful. Despite my previous Elite status from a printer purchase in January 18, the company seems to disregard customer loyalty. I simply want to return the unused and perfect Sony Camcorder, verified by the employee at the return desk.

Hello, I want to let you know about my recent experience with a stereo I purchased and had installed at Best Buy. Unfortunately, the stereo stopped working within a month, even though it was quite expensive. When I tried to return it with the box and receipt, I faced resistance from the staff even though it was within the warranty period. I visited the store on Saturday at 11:30 am for what I thought was a scheduled reinstallation, but the installer was unhelpful and claimed the appointment was actually for Sunday. I confirmed the appointment with a received email. Despite any scheduling confusion, it is disappointing to receive such disrespectful treatment after making a significant purchase. I am apprehensive about the next installment appointment today at 11:30 am in fear of further mistreatment. I might record the interaction for my safety. I am hesitant to attend the appointment due to concerns of harassment but also reluctant to lose my investment. I hope to find a resolution soon. Thank you, R. MacGregor Best Buy Customer from Rockford, IL

I am seeking help regarding an issue with my Best Buy gift cards. I bought three $[redacted] gift cards through CashStar and was supposed to receive a bonus of $15 each. When my son had trouble purchasing a card, I bought it for him, and his name is on that particular card. However, he was denied the bonus because it was linked to my email address. Nowhere did it mention a limit of three cards per email, only three per customer. The three cards were clearly purchased for me, while the fourth one (card number [redacted][redacted]) was specifically for my son, Philip. He should have received the bonus. Thank you for your assistance. - Robert S.

Dear Best Buy Customer Service, I am writing to share my recent experience at the BestBuy store in Gateway Center, Brooklyn, NY. My old TV broke, so on July 6, I purchased a SamSung 55" TV for $[redacted].00. I chose Best Buy due to a $25.00 credit from a previous $[redacted].00 laptop purchase, which I made at your store. The new TV works well, but when I tried to recycle the old TV at your store on July 8, I was surprised to be asked for a $25.00 fee. Despite explaining the situation and showing my recent receipt, I was told to pay the fee. I reluctantly paid using my BestBuy credit card. Although I appreciate the store credit card, I had hoped for better service, especially regarding the recycling program for old electronics. Sincerely, Patrick Mo

I am frustrated that my comments keep getting censored. I want to express my dissatisfaction with Best Buy honestly. I am disappointed with the way this site censors my feedback, altering the meaning of my comments. My experience with Best Buy, where I purchased an HP laptop in early June, has been subpar. I encountered issues with the webcam, sound, and other minor problems within two weeks. When seeking assistance, I was informed to bring it to the store for Geek Squad service, which was inconvenient for a new device. The option to wait up to four weeks for repairs or pay for a replacement was unacceptable. I expected a replacement at no extra cost, not to be without a computer. Moreover, the contradictory information about accidental damage protection adds to the poor experience. Due to this treatment, lack of compensation, and the hassle, I will not shop at Best Buy again. I will share my negative encounter with colleagues as well. The customer service and business practices need improvement to address customers' concerns properly.

Hello, I am a loyal customer of Best Buy for 4 years and also hold a Best Buy card. I recently tried to purchase a Dell Inspiron 15.6" Touch-Screen Laptop - Intel Core i5 - 8GB Memory - 2TB Hard Drive - Black. Despite my positive experience with the laptop before, I encountered issues this time. The San Bruno store did not have the laptop in stock, but the Colma store did. A San Bruno employee attempted to reserve the laptop for me at Colma, but after significant wait times on the phone and unhelpful service, I was advised to go to the Colma store to make the purchase. This experience has left me feeling disappointed with Best Buy.

I had scheduled for a garbage disposal installation today between 8 AM and 12 PM. The technicians arrived on time at 8 AM, but unfortunately, they could not proceed as the disposal was not delivered as promised. Despite inquiries and assurances, the item was not with the technicians, and even a visit to the store turned up no results. It was a wasted morning rearranging things under the sink only to find out the disposal was missing. Now, I have to reschedule the appointment due to this inconvenience. Disappointing experience with Best Buy's service today.

My garbage disposal broke, and I needed a new one. After contacting a site that connects to Best Buy for appliance repairs, I purchased a disposal over the phone. They confirmed the installation appointment for 7/12/18 between 8 and 12. However, the installers arrived without the disposal and had to return without completing the job, inconveniencing me and themselves. I was given conflicting information about the delivery of the disposal, which was frustrating. Best Buy needs to address this issue promptly. Thank you. Ruth W. from West Chester, PA.

I recently purchased a Samsung TV online on 7/3 and misunderstood that it came with free features. After receiving an email to pick up my item, I collected it the same day, assuming the free items were included. However, a follow-up email on the 9th mentioned a cancelled order for the free antenna. Upon reviewing the details, I realized the misunderstanding. The store suggested reaching out to corporate about the free antenna. The confusion was mainly on my end, but I wish the customer service team had clarified that the antenna would be a separate item. Despite this, they were very kind and supportive. I just need to know if I can still receive the free antenna.

During our recent visit to Best Buy in Clearwater, FL, we had a negative encounter with a salesperson named James while looking at smart TVs. Initially told the desired TV wasn't available in Florida, we felt misled and directed towards a more expensive option. Returning the following day, a different associate informed us the TV was in stock at both the Port Richey and South Tampa stores. Feeling deceived about product availability creates a lack of trust in the store and its reputation. Attempting to reach out via email through the store's page was unsuccessful. We aim to contact the general manager to address the situation and prevent recurrence. On a positive note, our experience at the Port Richey store was much better once we made the purchase.

I am reaching out to inquire about a store policy that has caused me some confusion. Recently, I purchased an iPhone 8 Plus with [redacted] GB storage at the Valley Stream store in New York. The phone was advertised for $[redacted].99 both in-store and online, however, I was charged $[redacted].99. Upon noticing this discrepancy upon returning home, I went back to the store to seek clarification regarding the price difference. A salesman informed me that unlocked phones have a different pricing and that they do not match Apple's prices. I discussed this issue with a rather unhelpful and impolite customer service representative. She mentioned that in the case of an upgrade without adding a new plan, customers may not be notified of price differences. This lack of transparency is concerning, especially when customers expect to pay the listed price. As a long-time Best Buy customer, this experience has left me disappointed as Apple stores do not impose additional charges for unlocked phones. I kindly request a reimbursement for the price discrepancy and urge for clearer notices and explanations for customers regarding such variations. Thank you, Marie Marshall.

On July 6th, we purchased a Macbook Air for our daughter who will be starting college in the fall. Originally priced at $[redacted], she received a $50 Best Buy student coupon. Two days later, the price dropped to $[redacted] and a $[redacted] student coupon was advertised. Returning to Best Buy, they honored the new price but did not issue a new coupon or reinstate the expired $50 one. Despite our previous positive experiences with Best Buy for our daughters' electronics, the customer service representative was unable to provide further assistance regarding the coupons. We appreciate your attention to this matter. Thank you. Susan S. [redacted] Wagon Road Millersburg, PA [redacted]

I bought the Petcube as a gift approximately 19 days ago and was unaware of the 15-day return policy. Despite being a long-time customer of BB, I wasn't informed about this policy before. My husband faced issues with the petcube as the laser tracking is not working properly. Personally, I find the red laser dot to be too large, raising concerns about it potentially harming my pets' eyes during playtime. We wish to return it, but the limited return window is causing difficulties. It seems unreasonable to have such a short return period, especially considering that I often purchase gifts well in advance. I simply hope to return the item.

I purchased a Dell Inspiron laptop on May 27th, [redacted], and have encountered several issues. Best Buy was unable to assist over the phone and suggested I bring it in for service, which was inconvenient for me due to time constraints. Dell's customer support was excellent, but the remote troubleshooting didn't resolve the problem permanently. Now, Dell is requesting that I send in the laptop for repairs which could take up to 10-12 business days. I expected a smoother process when buying from a physical store like Best Buy. Despite great customer service from Dell, I am frustrated with Best Buy's handling and lack of accountability for the faulty product. I am disappointed that I now have to go without a laptop for an extended period after only just purchasing it. I am requesting a replacement or an upgraded laptop as compensation for the time and inconvenience I have experienced. I value my time and hope Best Buy can address this efficiently. Thank you.

I recently made a purchase on 06/08/[redacted], transaction number 0[redacted] in Clearwater, Florida for a Gaming headset for my son, item number [redacted] Astro A10 Gaming headset. Within 2 weeks, the microphone stopped working. After attempting troubleshooting, I returned the item to the Clearwater location on 07/10/[redacted]. The associate confirmed the issue and mentioned I needed an exception from the Manager on Duty for an exchange. Despite the manager's denial without speaking to me, I was left frustrated with the lack of resolution. I value customer service and human interaction at Best Buy, but this experience has left me dissatisfied. If this matter remains unresolved, I may no longer choose Best Buy for my purchases. Regards, Franklin B.

I purchased a Dell Inspiron laptop on May **th ****, which has been problematic. Best Buy asked me to bring it in for repair, which was inconvenient. I preferred buying from a store for easier handling of issues. Best Buy directed me to the manufacturer, creating frustration. Dell's customer support was excellent, attempting to fix the laptop remotely. However, it ultimately stopped working. Dell now requires me to send it in for up to ** business days for repair. I believe Best Buy should take responsibility for the faulty product they sold me and handle the warranty directly. I am seeking a new or upgraded replacement quickly because my time is valuable, and I want to be compensated for the inconvenience. Your prompt assistance in resolving this matter would be appreciated.