Best Buy Customer Service Issues

I recently bought a MacBook Air from a store in Racine, WI. The customer service during my purchase was excellent. I later discovered I could get free Beats headphones through an Apple deal. I called the store on 8/31/19 at 4:50 pm, and was told I could get the free Beats by bringing in my receipt. Excited, I went with my sister-in-law to the store to get our free headphones, but we were surprised to find out there were additional costs. Despite understanding the promotion's terms, I was upset due to the misinformation. I later called the same number and spoke to the same person who claimed he never received a call about the MacBook and Beats, even though he had. I'm disappointed by the conflicting information and would like the $[redacted] I paid for the Beats refunded to my Best Buy credit card to align with the Apple promotion.

I bought my HP Spectre x360 from the Carmel Mountain Best Buy in San Diego on July 14th and was very excited. However, today the right hinge has started grinding when I open the laptop, and it looks like it will snap soon. Before purchasing it, I specifically asked the Best Buy staff about the durability of these hinges, and they assured me that they were thoroughly tested and reliable. Clearly, that's not the case. This seems to be a design flaw, and I feel I should be compensated for it. I need my laptop for school, and I can't afford to be without it for repairs, even under warranty. It's frustrating that this happened in just two months after spending nearly $[redacted] on it. I hope there is a better solution than sending it to HP for repairs.

Subject: Unacceptable Customer Service Experience at Best Buy West Vancouver Store I am writing to express my extreme dissatisfaction with the customer service my wife, Sapphire Mar, received at your Best Buy West Vancouver store two days ago. The situation was handled poorly by the manager, Rowena, who not only refused to assist in exchanging our damaged computer within the warranty period but was also exceptionally rude to my wife and instructed her staff not to help us. Despite initially agreeing to exchange the damaged computer, Rowena continuously changed her decisions, cited incorrect store policies, and even threatened to call security when questioned about her inconsistencies. We were misled by a sales lady at the Cambie store who assured us that we could receive warranty service at any location and that all damages were covered for two years. Rowena's conflicting statements have caused confusion and frustration. This treatment of loyal customers is unacceptable, and we will not stand for such disrespectful behavior. We demand a prompt resolution to this issue or we will be compelled to share our unfortunate experience with the public and our friends. We expect Best Buy to uphold its commitment to excellent customer service and treat us with the respect we deserve as loyal patrons. I look forward to your prompt and appropriate response within the next three days. Sincerely, Swift Yu

We visited our local Best Buy in Johnstown, PA when our washer broke last Friday. During our discussion with the sales associate, we emphasized the urgency of needing a new washer. The associate at Lowes informed us that the washer we wanted wouldn't be available until Thursday because it was out of stock. However, at Best Buy, the sales associate assured us that the washer we selected could be at the store by Monday and delivered on Tuesday. To our disappointment, we received a call on Monday from Best Buy scheduling the delivery for Monday, September 9th – a week later. When we spoke to Stephen at the Customer Service desk, he was not only extremely rude but also unhelpful, insisting that if the delivery was scheduled for Monday, then it was for Monday. Feeling deceived, we cancelled our $[redacted] washer order at Best Buy and bought the same washer from Lowe's, which will be delivered on Thursday. This experience has been the worst in terms of customer service, from the initial call to our visit to the store. Despite Best Buy being our go-to store locally, I will not be shopping there again.

I am writing to kindly request to return an item to Best Buy that is past the standard return window. On August 17th, I purchased an all-in-one travel adapter in-store. Although I initially thought it was expensive, the associate assured me of its universal capabilities. I traveled abroad the same day and left the adapter behind since I acquired a cheaper one with the same features. Upon my return to the US, I realized I missed the return deadline. This experience has made me hesitant as I have not come across a pricier adapter and would not have bought it if not for the associate's persuasion. I am willing to cover shipping costs if necessary and wondering if I could return it by mail or at a nearby Best Buy location. Thank you for your assistance.

I purchased an Xbox One X with a warranty a year ago. Recently, my cousin accidentally knocked it over, causing it to turn off and on sporadically and make strange noises. My Mom took it to BestBuy, but they informed her that the Xbox would be sent to Microsoft instead of receiving an immediate replacement, citing an issue with returns. I had bought an accidental protection plan, hoping for a quick replacement, but now it seems the process has changed. They mentioned a potential two-week wait and the possibility of receiving a refurbished Xbox if mine can't be fixed. I tried calling customer service, but the line disconnects shortly after dialing. Any assistance on this matter would be appreciated.

I purchased the Samsung Chef Line appliance package over Memorial Day weekend and received it on 8/7 with a damaged refrigerator and a missing gas cooktop. Despite promises for redelivery, the cooktop did not arrive. My Home Advisor, David Verheyen, has been unresponsive after multiple attempts to contact him. The order has been rescheduled four times since 8/7, causing frustration. Additionally, the installation kit for my Samsung hood was missing. I need assistance promptly to resolve these issues. I expect better customer service given my significant purchases exceeding $12K for kitchen appliances and $15K for TVs and equipment. A prompt response from a higher authority is requested to address these ongoing problems. Thank you, Pete B.

Hello, I am extremely frustrated with the service I have received from Geek Squad regarding my Pixel 2XL. Despite paying $10.99 per month for 18 months, when I took my broken phone to the Best Buy in Mechanicsburg, PA for a replacement, I was told they couldn't provide one due to a computer code issue. Even though the staff agreed the phone needed replacing, I was sent home twice without a new phone. I was informed I needed to call Geek Squad myself to receive a gift card to cover the outstanding balance on my contract before a replacement could be given. Despite my efforts to contact Geek Squad via phone, chat, and email, I have received no response. I am disappointed in the lack of communication and service I have experienced. I am seeking a refund of the $[redacted] I have paid over the 18 months. I will be taking further action to address this issue as I feel let down by the entire process. Thank you. Regards, A. K.

Good morning, I bought a Fitbit Versa from the Huntsville Alabama store in May. The screen has completely stopped working. I called the store but was put on hold for a total of 45 minutes without getting an answer. I then reached out to the Geek Squad next door who were unable to assist. I expressed my dissatisfaction with the poor customer service and lack of prompt assistance. I feel that a simple apology is not sufficient given the time wasted and the issue unresolved. My family has been loyal customers at this location for years, but if this level of service continues, I will be reluctant to return in the future.

I recently ordered a chest freezer from Best Buy, and the delivery experience was frustrating. Initially given a delivery window of 1:30 to 3:30, I adjusted my plans accordingly. However, on the day of delivery, I was informed of a delay, extending the window to 4:30. Despite reassurances of being next on the list, no delivery arrived. After multiple calls and promises, it wasn't until after 6:30 that the freezer was delivered. Though the placement went smoothly, I was disappointed that unboxing wasn't included in the delivery fee. This added to the overall frustration with the process. As a result of these issues, I am requesting a refund of the delivery fee.

Hello, I placed a preorder for NBA 2K20 Legend Edition to get it on release day. However, upon receiving a notification today, I learned that the game wasn't in stock at the store I selected for pickup. I am disappointed with this experience as it also happened last year. I will cancel my order and future preorders unless this issue is resolved satisfactorily. Thank you.

Hello, I am reaching out due to a disappointing experience with an online purchase. I purchased an HP Pavilion, and within 10 days of owning it, I had to take it to the store, which was 16 days after the initial purchase. Unfortunately, the warranty does not cover fixes for the operating system, and I was informed I would need to pay $[redacted] for a reinstallation. This computer was bought as a gift for my daughters to use for their schoolwork, and I feel frustrated by the lack of support and responsibility from HP and the Geek Squad. I cannot afford to spend more money on repairs or to purchase a new one. I am considering seeking assistance elsewhere as customer service has not been helpful. My service order number is 0[redacted]72. Thank you.

A few weeks ago, I purchased a new Samsung Galaxy S10+. When I couldn't find a screen protector at Best Buy, I ordered a Zagg GlassFusion online since I have Total Tech Support. I scheduled an appointment at the Mesquite store for help with installation. The employee attempted to put it on but left bubbles and a corner unattached. After attempting to fix it, he still couldn't properly install it. I was disappointed with the lack of skill displayed by the employee, as now I have to deal with getting a new one from Zagg. I feel frustrated by the poor service, especially since I have prestigious memberships like BB Elite Rewards and Total Tech Support. I won't be returning to the Mesquite store due to this experience.

Hello, I purchased a Nitenda Switch from the Best Buy store in Fairfax, Virginia this past Friday evening. Unfortunately, when I got home, I discovered that the screen wasn't working. I returned to the store on Saturday to exchange it, but they refused, claiming that the product barcode didn't match the receipt. I spoke with the manager, expressing my disappointment in the situation as I had no way of knowing the barcode should match.

I purchased an open box fridge from Best Buy in Alpharetta and despite a promised next day delivery, it took a week to arrive. The fridge was severely dented. Best Buy offered a $[redacted] gift card and arranged another delivery, but the replacement fridge also arrived dented. Numerous rescheduled delivery attempts were unsuccessful due to truck issues. After a long wait and confusion, I returned the fridge and was advised to handle the issue with the store. Despite multiple calls and no resolution, I eventually received a refund. In the end, I purchased a fridge from Lowe's without any problems. Best Buy's customer service was disappointing, and I have not received any promised gift cards. I suggest shopping at Lowe's for appliances instead of Best Buy.

I want to share our disappointing experience with Best Buy. My dad bought a MacBook Pro at the Aventura location on May 11th. Despite facing payment issues with his Citicard debit card, he paid in cash. While deciding on a notebook, a man, who seemed like a customer, constantly approached him, offering advice. As non-US citizens on vacation, language was a barrier for my dad. After purchasing the laptop, he briefly left to visit another store nearby. Shockingly, upon his return in just 20 minutes, he discovered his car window shattered and the computer stolen. This incident was distressing and unexpected for us. We typically shop at Best Buy during our visits to the US. However, the lack of store security was evident in this case. If staff had noticed the suspicious behavior during my dad's purchase and the unidentified man persistently engaging with him, this theft could have been prevented. Despite receiving apologies from Ms. Bastida, we are awaiting further responses from Best Buy as we try to move past this unsettling incident and hope for a satisfactory resolution from your reputable company.

On August 19, I went to Best Buy to buy a Garmin GPS. During checkout, the cashier offered me device protection for an additional $[redacted], to which I agreed. I also agreed to receive both a paper and digital copy of my receipt. However, I did not get the emailed receipt until I followed up as it was missing from my inbox. After a second request, the store finally sent it, but with only 15 days to make returns according to the email I received that day. Unfortunately, I couldn't meet the deadline as I needed the receipt to process the return. It feels unfair that despite not receiving the email promptly on August 19 as promised, I am still held to the 15-day return policy. I would like to return the GPS and believe the circumstances should be taken into consideration.

Hello, I placed an order for some packages nine days ago, and unfortunately, the delivery has been delayed with no updates so far. I am eager to receive the appliances I ordered, especially since I need them for college. Can you provide me with more detailed information about the status of my order, such as the reason for the delay and when I can expect it to arrive? If possible, is there a way to expedite the process to ensure I receive the items promptly? Thank you, S. Choe

I accidentally left my receipt in your restroom yesterday. I am wondering if someone found it and turned it in. It's the receipt for the Samsung stove we bought from your store for $1,[redacted]. We were assisted by a Lebanese customer service representative whose name starts with G. If you have the receipt, could you please make copies and send them to our email address: [redacted]? If you need to reach us, you can respond to this email or call us at [redacted] or [redacted]. Thank you very much. Zeny and Andrew Ellsworth

I purchased a refrigerator and received a delivery date of September 9th via email, but no one contacted me to inform me that the item was out of stock. When I checked the status using my order number, it could not be found. After a lengthy wait, I spoke with a representative from the appliance department who eventually located my order and transferred me to shipping. Initially, I was informed the delivery would be in November, but then the date was changed to October. This back and forth was frustrating. It is disappointing to be expected to go without a refrigerator for another month. I am very dissatisfied with the service I received from Best Buy and will not be shopping there again.