Best Buy Customer Service Issues

I recently received the TV I ordered using order #BBY01-[redacted]37. After Geek Squad completed the setup and left, I settled in to watch some TV and noticed a thin, light line near the bottom of the screen. Initially, I suspected it might be bad pixels, but upon closer inspection, I discovered a scratch or a small crack on the screen. I am disappointed to have received a brand-new TV with this damage, especially after spending over $[redacted], which included delivery and setup costs. Is there anything that can be done to address this issue? Thanks, T. Urban

I received an online order with number BBY01-[redacted]62, and unfortunately, the product arrived damaged. I reached out to Geek Squad for assistance. Despite explaining that the nearest store is quite far and that I was looking for a shipped return option as mentioned on the website, the representative was unhelpful. I mentioned the option of shipping the TV back for a refund. While aware I could call the 1 [redacted] Best Buy number, I was expecting the online agent to offer more guidance. However, the agent insisted I contact the brick and mortar store instead. When I explained my reluctance to do so as it is far away, the agent's behavior turned rude. In the past, I successfully processed a TV replacement online, making it frustrating that this time the agent disregarded my concerns and repeatedly directed me to the store. It was disappointing not to receive more understanding and assistance when all I needed was some guidance.

I have a $[redacted] credit from a previous purchase and wanted to buy a Bluetooth headset for $99.99 at the Okemos, Michigan store. However, at checkout, I was told I couldn't redeem the credit as I needed to spend over $[redacted]. The cashier suggested I buy a small item like candy to meet the requirement. I preferred not to do that, so I left without making a purchase. Could you clarify this situation for me? - Ed G., East Lansing, Michigan

Hello, I am writing to discuss a recent purchase I made at your store in Orange County on September 29th. I bought an Xbox for my boyfriend, and I intended to purchase an Xbox One S. The salesperson presented me with an Xbox One S with a different game (NBA 20K). After confirming with my boyfriend via photo, he preferred the version with the NBA game, and the staff made the exchange. Unfortunately, I later discovered that they swapped the game and upgraded the console to an Xbox One X, which is more expensive. Not being knowledgeable about consoles, I did not notice the difference and paid for the incorrect item before returning to Mexico. I am a loyal Best Buy customer in Mexico but was unable to obtain a refund there. As I have a limited 15-day window for returns in the USA, and being in Mexico currently, I will be visiting the States from October 31st to November 4th. I am kindly requesting an extension past the 15 days to allow me to exchange the Xbox One X for the intended Xbox One S. The console remains unopened in its box. Your assistance in resolving this matter would be greatly appreciated. Thank you.

I purchased a TV on sale from Best Buy on October 4th with order number [redacted]37. The order was confirmed on October 5th. Despite Purolator creating a shipping label on October 5th, there have been no further updates since then. After contacting Best Buy on October 7th, they assured me it would ship that day, but there were no changes. Today, on October 8th, Best Buy was unable to provide a clear answer on the status. The delivery was initially scheduled for tomorrow, yet the item has not even been picked up by Purolator. Best Buy mentioned they never arranged for the pickup. I urgently need this item, as it is a gift that must arrive by October 12th. I rely on Best Buy for my electronics needs, but this experience has been disappointing for a loyal customer like me.

I bought the Batman 4K film collection at Best Buy in Bloomington. When we inquired about its compatibility with Blu Ray, two sales representatives confirmed it would work on a 4K Blu Ray player. However, upon trying to play it on my son's 4K Blu Ray player also purchased from Best Buy in Bloomington, it did not function. When he wanted to return it, he was informed that the item couldn't be accepted back due to it being opened. As long-time customers who have bought numerous products from your store, we kindly request a refund or, at the very least, store credit. I have the receipt for the purchase, totaling $89.99 before tax.

I scheduled a TV delivery and installation with Geek Squad last week, requesting a specific appointment window. However, the installer arrived an hour early without notice and left before I got home, despite claiming he waited. They couldn't reach him later as he had left early. Despite the delay and poor service, they rescheduled for two days later. The Assistant Manager was unhelpful, allowing the installer to leave early. I expect acknowledgment of their mistake and a rescheduled appointment sooner. I am considering cancelling the order and switching to Amazon if this issue isn't resolved promptly.

I own a pair of Turtle Beach headphones with an existing warranty. I used tape on the right headphone as it was coming off. I'm concerned if this would void the warranty as I am hoping to get a replacement. Additionally, is there a procedure for returning an item without a receipt? I am not sure where I placed it and wondering if they might have emailed one to me instead.

I bought a Motorola XT1900-1 Moto X with a protection plan and a SIM card. I'm not sure if the protection plan is registered. My phone stopped working last Thursday evening. It won't turn on even after charging for hours. I can't call for help as my phone is not working. Please provide guidance.

Earlier this week, I visited the Best Buy on Fairway Rd in Kitchener, Ontario, to have my Mac computer serviced by the geek squad. I provided my password to the staff to work on my computer. Subsequently, I received multiple calls from the technicians working on my computer asking for my password again, despite having given it initially. This led to confusion and frustration as I had already provided the password to the geek squad at the store. When attempting to contact the Fairway Rd store, I encountered issues with the automated phone system lacking an option for the geek squad. After contacting the online geek squad number and facing difficulty communicating with the representative, I felt further overwhelmed. Eventually, after persistently calling the store, I managed to speak to a staff member in the geek squad who acknowledged my situation and agreed to provide the technicians with my password. This experience has been extremely frustrating, and I believe several improvements could be made in the customer service process at Best Buy. Clarity in communication and ensuring information is relayed accurately to the technicians working on the devices are vital for a smoother experience. Additionally, enhancing the phone system to facilitate direct communication with specific departments and improving language understanding during customer service calls would greatly benefit customers like me. I hope my feedback helps in enhancing customer service practices at Best Buy. - Stephen M.

I had an appointment scheduled with a phone specialist. During the booking, I clearly explained my product requirements. Despite receiving a confirmation, upon arrival, the desired product was not in stock. Additionally, I had to wait for 15 minutes before being assisted. It is vital not to confirm appointments if the specified products are unavailable as it inconveniences both the customer and the representative. Wasting a lunch break due to this issue is incredibly frustrating. Such poor service is unacceptable and needs to be addressed promptly.

I purchased an iPhone XR with a free SIM card at Best Buy in Las Vegas on September 8, [redacted]. Unfortunately, the product does not work in Brazil. Despite reaching out to a Best Buy agent, my issue remains unresolved. I returned the product to Best Buy USA 18 days ago, but have not received any communication regarding a solution. I am expecting a refund for the amount paid for the product, which was US$[redacted].63.

Hello, my name is Pierre George, and I am an elite customer at Best Buy. I recently tried to return a DVD I bought two weeks ago but was informed that due to it being opened, I could not return it. This occurred at the Route 10 store in NJ, where the manager, Shashi, mentioned that this policy was specific to the state of NJ. I was surprised as this information was not on my receipt nor posted as a store policy. I generally buy many DVDs, and in this case, I only wanted store credit since I had already purchased the same item. The DVD cost $29.99. Thank you. Pierre George

I recently had technicians install a home theater system, and three months later, I encountered a color issue with the system. After speaking with a BOSE technician, I was advised to download an app for a system update. However, I discovered that the HDMI cables were not properly installed, preventing the app from working correctly. I paid $[redacted] for what I believed to be a professional installation by Geek Squad, but multiple issues arose from the beginning. They were unprepared, lacked the necessary tools, and required three visits to address various problems. Now, my system cannot function correctly due to improper installation. Although the Customer Representative offered $25 as compensation, I will need to pay a BOSE technician $[redacted] to resolve the issue. I am not seeking a full refund but believe $[redacted] would be a fair amount to cover my time, inconvenience, and additional expenses. I appreciate your prompt attention to this matter and eagerly await your response. Thank you.

I have been a long-time and loyal customer with almost no issues until recently. I sought to install a home theatre surround sound system during a home remodeling project, relying on my construction experience as a union electrician. Despite planning to purchase an 85” TV, receiver, speakers, and subwoofers from Best Buy, the obstacle I face is the unavailability of new construction brackets. Best Buy refuses to order the brackets unless I use their installation services, causing frustration. The rude responses from associates, with some even hanging up on me, have left me disappointed. I am considering ending my relationship with Best Buy due to this seemingly minor issue. It is disheartening that such a small component could jeopardize years of continued support and loyalty.

During my visit to your Pueblo, Colorado location, I had a positive experience with Giuliana while searching for a VTech 3 station landline phone. She went above and beyond to assist me, even after I decided on purchasing a similar Panasonic set. Giuliana later found the AT&T system, which was the exact VTech unit I wanted. I am grateful for her dedication and determination. I would like to express my appreciation to her store manager for her outstanding customer service. If there was an opportunity, I would eagerly hire Giuliana. Thank you for the excellent service.

Dear Best Buy Customer Service, I wanted to address an issue regarding a recent purchase my son made of the Samsung Galaxy s6 256GB tablet. He purchased it for $[redacted].99, but the same tablet was advertised on sale for $[redacted].99 on your website and through eBay. Upon inquiring about a price adjustment at the store, we were informed that it was a flash sale and therefore the price adjustment couldn't be honored. Despite confirming with Best Buy customer service that it was a legitimate sale, the store was hesitant to provide the adjustment due to concerns over the ad's authenticity. This experience has left us disappointed in the customer service provided by Best Buy. As a long-time customer, I had intended to make significant future purchases from your store, including a wall oven and microwave. However, I am now reconsidering due to this issue. We simply seek fair treatment and reasonable prices for quality products. We'd appreciate your reconsideration of providing a $[redacted].00 refund to match the sale price and restore our confidence in Best Buy. Thank you for your attention to this matter. K. Lockhart Email: [redacted]

We recently bought a window AC/heater unit that is under an extended warranty with Geek Squad since the manufacturer's warranty expired. The unit is not functioning, and we visited the Geek Squad store at Tulsa Hills, Tulsa, Oklahoma, on Saturday, October 12th, around 3:00 PM with all our relevant paperwork. However, we were redirected from Geek Squad to Customer Service, and despite our efforts to explain that we needed assistance in ordering a replacement rather than repair, we were not given the help we sought. The customer service representative was unhelpful and advised us to call an [redacted] number for Geek Squad support. We feel dismissed and unheard by the floor manager who handled our case. We expect better service considering we have a paid extended warranty. If needed, please contact us at [redacted] or [redacted] for more details. Sincerely, J&J Duke

My partner and I purchased a Mavic Air drone from Best Buy at the Natomas location in Sacramento. When we opened the box at home, we were disappointed to find a non-functional demo unit with missing parts. Due to the late hour of purchase, we had to return the next day. The customer service we experienced from the manager, Bianca, was confrontational and unsupportive. Despite our efforts, we were unsuccessful in resolving the issue at that store. We were directed to the Arden location, and then to Stockton due to limited stock. An additional trip was required after receiving another defective unit. Eventually, we ended up paying more and had to deal with car troubles as well. The poor treatment we received from Bianca was unacceptable, and it has made us hesitant to shop at Best Buy in the future. Our hope is that Best Buy will address these customer service issues effectively to prevent similar situations in the future.

Over 11 years ago, I engaged in theft, including from Best Buy. Recently, my bipolar disorder worsened, and I have been seeking a cure for schizoaffective disorder for three years. I believe my past actions of stealing and pirating may have contributed to my current condition. Although I stopped engaging in such activities to align with my Christian beliefs, I suspect a correlation between wrongdoings and illnesses like mine. I have come to the belief that piracy and stealing have caused my illness. I speculate that those who steal or pirate may live in constant fear of repercussions from their victims, leading to conflicts that result in hospitalization and a mislabeling of their condition. I have noticed a psychic connection with the people I wronged, where they can sense me using the information I obtained illicitly. I have also become aware that individuals can influence others energetically from anywhere globally if they possess the knowledge. I now understand that there are consequences for immoral actions, as people can harm you through psychic means or curses if they feel victimized. Recently, individuals from Best Buy communicated with me telepathically, expressing their awareness of my past thefts from their store and urging me to confess and apologize online. I am sharing these insights with you as part of my amends for my past transgressions. Regards, Jon.