Best Buy Customer Service Issues

On the 10th of August, I placed a pre-order for the upcoming release of the Galaxy Note 10 Plus online. My order number is BBY01-[redacted]27. I eagerly awaited the new phone and the $[redacted].00 Samsung store credit included in the pre-order package. Leading up to the expected availability of the phone on the 23rd, I received various communications preparing me for the new device. Unfortunately, on the 22nd, I was informed via email that my order might be delayed. On the 23rd, as I was en route to the Millbury, MA Best Buy, I received a text confirming the delay. Despite this, I visited the store for an update. Employee Joe Regensburger tried to assist but encountered upgrade issues leading to a delay. He informed me that a recent software upgrade at Best Buy was causing the delays. After multiple visits to the store and hours spent waiting, Joe eventually found a solution to activate the phone on Sunday the 25th. Subsequently, I applied online for the $[redacted].00 Samsung store credit but was denied due to the sales date discrepancy. I am now seeking a resolution, suggesting a store credit of at least $[redacted].00 to compensate for the lost Samsung credit and the inconvenience caused by the upgrade complications. I have been a loyal Best Buy customer since the establishment of the Greendale Mall store in Worcester and have invested significantly in various products over the years.

Subject: Assistance Needed for Pixel 2 XL Replacement Hello, I am the customer who visited your store on August 30 and September 3 regarding my broken Pixel 2 XL. Throughout my interactions, I remained polite despite the challenges I faced. Unfortunately, during my visits, the staff at the store could not provide me with a solution. On August 30, after spending an hour in the store, Andrew confirmed my phone was broken but could not process a replacement due to technical issues. I was promised a phone call for further assistance which I never received. When I returned on September 3, the manager was unaware of my situation, and the Geek Squad desk was unable to assist. I was sent home with no resolution and instructed to contact Geek Squad on my own. Numerous attempts to resolve this issue have been unsuccessful, resulting in wasted time and frustration. I have been advised by Geek Squad that the replacement process needs to be handled through the store. Despite my efforts to visit the store on two occasions, I have been unable to obtain a replacement phone. I kindly request your immediate attention to this matter. Please contact Geek Squad to arrange for a replacement phone, and ensure I am contacted once the issue is resolved. You can reach me at [redacted] for further assistance. I appreciate your prompt action to resolve this ongoing issue. Thank you, Andrea K.

I bought a printer from the store on July 8 but had to wait until July 19 to pick it up. After leaving it in the box for a while, I noticed a label saying it's for display only, missing ink and a cable. The store assured me they could fix it. I only want what I paid for, not a new printer. I even bought ink while waiting. I explained this, and they said I needed the box for the ink. I brought everything, hoping they would help, considering the box clearly states it's for display. Instead, I was accused of wanting something for free. I just want the ink I paid for, not a freebie. I have another issue with a keyboard from there. I spent $2,[redacted] on these items and just want things fixed. Disappointed with the service and might not shop at Best Buy again. It's about the principle, not just the ink.

I purchased an electric bike wheel from Best Buy online that stopped working after just 2 months. Unfortunately, the manufacturer has gone out of business and there is no support available. After contacting Best Buy customer support, they advised me to seek assistance from Geek Squad, and if they couldn't help, to contact the credit department for a refund and cancellation of the remaining balance due since the manufacturer is no longer in operation. Today, I spent hours trying to resolve this issue and was met with confusion as some representatives mentioned the return policy which has passed. I am struggling to find the right contact number for the credit department to request the refund and balance cancellation. I am looking for someone with the authority to help in this unique circumstance and provide assistance to a loyal customer. My goal is to receive a refund for the amount already paid and stop the remaining balance due on my Best Buy credit card.

My spouse and I bought a Samsung refrigerator (model RF26J7500SR) back in May [redacted]. Unfortunately, in May [redacted], we encountered issues with the ice maker and freezer coils. Despite repairs, the problems persisted, with the ice maker freezing up repeatedly. This year in May, mold was found in the ice maker during repairs and in August [redacted], the coils and ice maker froze again, impacting the temperature regulation. After spending more than $[redacted] on repairs, losing food, and experiencing health issues, we are pursuing a refund under the Magnuson–Moss Warranty Act. Our repair company advised against further repairs due to the recurring design flaw in many Samsung refrigerators. Since there isn't a Samsung service center in North Carolina, we were recommended to take legal action through small claims court against the retailer, Best Buy.

I purchased an electric bike wheel from Best Buy online, but it stopped working after 2 months and the manufacturer is no longer in business. Best Buy's customer support advised me to contact the Geek Squad and then the credit department for a refund and to cancel my remaining balance. I struggled to find the right department today and encountered difficulties because it's past the return policy. I'm seeking assistance from someone with authority to help in this unique situation and provide a refund for the amount paid, as well as cancel the remaining balance on my Best Buy credit card.

We bought a gas stovetop at the Augusta, GA store on September 3. Later on the same day, my husband called to change the order to a stovetop with different dimensions. The cancellation was processed on 10/4. However, when we checked our order status online today, we discovered that the second order was actually cancelled on September 9 without our knowledge. This caused us great concern as we were relying on the delivery. To resolve this, we contacted a store that can deliver in 5 days. This experience is reminiscent of a previous incident we had at the Davenport, FL store a few years ago. We are disappointed with the lack of communication and service, and as a result, we are hesitant to shop at Best Buy in the future. We are also still waiting for a refund.

I believe that the external telephone support should be reevaluated. It seems there are concerns regarding the accuracy of information provided and the language barrier. Perhaps reinstating the Consumer Relations Department with more autonomy could improve customer satisfaction. Many complaints seem to stem from the challenges I've outlined. Although I intended to contact corporate at [redacted], I ended up reaching support staff whose communication skills were not up to par. I hope this feedback can be addressed promptly.

Hello, I need some assistance. I recently purchased a Galaxy Watch from Samsung.com and I'm looking to purchase protection services for it. I spoke with an agent via chat two days ago, who instructed me to visit my local Best Buy within two weeks of purchase with the device, box, and ID to set up protection for $70 for 2 years. However, when I went to Best Buy yesterday with all the required items and the chat transcript, the customer service team informed me that this information was incorrect and they could not help me. I am disappointed as I have evidence of the conversation with the agent. I would appreciate some guidance on who I can contact to address this issue. Thank you.

I've experienced several issues with the Geek Squad at the Newport News location while attempting to repair my phone. Although there have been multiple problems, the current concern is that my memory card, which was in the phone when I submitted it for repair, is now missing. The memory card was either 128GB or 256GB in size, and I had stored important apps and files on it. Despite my inquiries, they claim they do not have it. This situation has left me dissatisfied with the repair service, long hold times on the phone, and the loss of my property. I am seeking a resolution to this matter.

I have been a member of the Rewards and Gamers club at Best Buy for quite some time, and I have always enjoyed shopping there. However, my recent experience at the Prescott, AZ store was disappointing. I went in to purchase a new PS4 game, expecting my usual 20% discount as a Gamers club member. Despite having paid for the membership to receive discounts on new video games for two years, I was told by the manager, Trevor, that they no longer offered the club. Even though the register showed I had the membership, he claimed I did not have the Deluxe Gamers Club, which I had never heard of before. Frustrated by his dismissive attitude, I decided not to purchase the game and left the store feeling upset. I am now considering shopping elsewhere for my electronics and video games as a result of this experience. If the Gamers Club has ended, that's fine, but I believe Best Buy should honor the remainder of my membership.

I bought a Bosch dishwasher on 8/31/19 with delivery set for 9/12/19. After they tried to deliver the wrong model, rescheduled for 9/19, then pushed it to 10/2, I canceled my order. Best Buy staff were courteous but couldn't explain the delays. I want a dishwasher delivered this week or I'll go elsewhere. Please contact me within 24 hours.

I recently applied for a home loan and was denied due to a credit issue with Best Buy Credit. In February [redacted], I was informed by Best Buy of fraudulent charges on my card. They assured me it was resolved and no further action was needed. However, in August, I discovered Best Buy had reported a $[redacted] non-payment to a collection agency, affecting my credit score. I contacted Best Buy Credit twice, and they acknowledged the error but claim they are unable to rectify it. I was provided an [redacted] number for a credit card corrections department, where I was told to fax all relevant documents for review within 30-60 days. Despite my efforts, I have been unsuccessful in resolving this matter. My attorney advised me to escalate this issue if no action is taken. I am eager to have this error corrected promptly to restore my high credit score, as it has impacted my financial opportunities. Kindly address this immediately to avoid further legal action.

I bought an Apple Watch Series 4 for my daughter's birthday on August 18. However, when she tried to use the EKG function, it wasn't working, and the band snapped causing the watch to fall and crack the screen. When I tried to return it to Best Buy in Prattville, AL for help, they said it was past the 14-day return period and that I didn't have Apple Care. I was never informed about Apple Care and believed the watch was covered under a one-year warranty. Apple mentioned that the seller should have offered Apple Care and clarified the warranty terms. Now, I have a cracked screen and a faulty EKG on a brand-new watch. I wish I had the option to purchase the warranty. I expected better customer service after being a loyal Best Buy customer for 30 years.

Today, my daughter went to buy a laptop charger for $70, which she was told was in stock yesterday. However, when she asked the employees to check for it, they refused to scan the barcode and were unhelpful. My daughter ended up ordering it online for same-day pickup and had to make a second trip to the store. I believe she was treated poorly because of her age and gender. This experience has left me feeling disappointed and unsure about continuing to support your company. This incident occurred at the Savannah, GA store.

I would like a supervisor to call me directly concerning a complaint I have about a repair order from 8/29/19. I have been repeatedly disconnected when trying to reach customer service. It has been frustrating and I would appreciate someone addressing this matter. My name is Diane Ghiglieri, and you can reach me at [redacted]. Please call my cell number, not the one associated with my Best Buy account. Thank you.

I bought a $25 Simple Mobile TC A1 phone as a temporary phone while waiting for my new iPhone to arrive. A Best Buy employee assured me it would work with my T-Mobile plan, but unfortunately, it did not. When I tried to return it to Best Buy, they rejected the return, stating it was one day over their return policy. I regret purchasing the phone and feel frustrated that I am now stuck with an unusable device due to incorrect advice. I may have to discard the phone if I cannot return it, as it serves no purpose for me. Despite being a loyal customer, I was disappointed by the poor customer service I experienced during my attempt to return the item.

I had an interaction with Geehab regarding Case Number [redacted]34. During our conversation, there were long periods of silence without any communication, and he placed me on hold without informing me. When he returned, he mentioned updating the account without prior notice. His behavior seemed unprofessional and strange. Geehab's tone of voice came across as rude and lacking enthusiasm, almost as if he were falling asleep. This pattern of behavior repeated with more silence and unannounced holds. I suggest considering his termination based on his conduct. I would appreciate it if someone could review the call, and I am willing to provide a copy for further assessment.

My spouse and I visited Best Buy on our anniversary to treat ourselves to new phones with their BOGO Verizon phone offer. Unfortunately, they were out of stock, so we placed an order. Despite being assured it would arrive that day, it didn't. After following up, we were initially told it was ready for pick-up at the store, which turned out not to be the case. They said it was on the way and we would receive it the next day. The miscommunication was frustrating and time-consuming, especially as we were then informed the BOGO deal had ended. My husband was left without a phone for four days, missing important calls from work. We resorted to buying a temporary phone from Walmart but faced issues transferring his number due to Verizon locking it. It was a series of inconveniences that disrupted our anniversary plans and left our kids bored waiting at the store. Best Buy's apology and refund did little to remedy the situation. Our anniversary celebration turned into a chaotic ordeal, making it an experience we won't soon forget.

My husband and I visited Best Buy on our anniversary to purchase new phones for ourselves with their BOGO Verizon phone deal. Unfortunately, they were out of stock and had to order them for us. Despite being told it would arrive the same day, it didn't come. After contacting Best Buy later, they mentioned the phone was at the store for pick-up, but when we went, it wasn't there. They then assured us it was on its way for delivery the next day. This miscommunication caused us wasted time, gas, and inconvenience. The delay also led to my husband missing important work calls and tasks. We had to resort to purchasing a temporary phone from Walmart because of the Verizon lock on his number. Best Buy's handling of the situation left us frustrated, with only an apology and a promise of a refund. Our anniversary plans were ruined as we spent hours at Best Buy for a deal that was later revoked. It was a disappointing experience that I wouldn't recommend to others.