Best Buy Customer Service Issues

It is disappointing that getting in touch with Best Buy as a dissatisfied customer is challenging. I bought an HP laptop in early June and started having issues with the webcam and sound in less than two weeks. When I contacted customer service, I was informed to take it to the store for Geek Squad to fix it, which was inconvenient for a new purchase. When I took the laptop in, I was given the option of waiting up to four weeks for repairs or paying more for a replacement. I believe a replacement should have been provided at no cost. The experience has been subpar, and conflicting information about protection plans added to the frustration. I intended to make more purchases, but due to this experience and lack of compensation, I won't shop at Best Buy again. Customer service emails were unhelpful, and the refund process lacked empathy. Best Buy needs to address these issues to retain customers and uphold ethical business practices.

I recently received a gift of Philips Hue Wireless bulbs that did not fit my lighting. Upon contacting Best Buy with the receipt, I was informed of the 14-day return policy and that bulbs were non-returnable. They suggested I visit a store for store credit, but my experience at the Brooklyn Bay Parkway location was disappointing. The staff refused to involve a manager for the return, citing strict instructions not to bother him. Having been a loyal Best Buy customer for various purchases like DVDs and TVs, I found the short return window unreasonable, especially for a gift. The lack of customer-friendly support via phone, store, and chat, where an agent declined to provide an email contact, was frustrating. This incident has left me with an unusable gift, a disappointed friend, and a diminished respect for a company I once admired. I doubt I will return to Best Buy when Amazon offers better prices and superior service. Sincerely, Michael C. [ID: [redacted]]

I recently spoke with two different Microsoft Support representatives at [redacted], and they both advised me to contact the store where I bought the card if I encounter any issues. I visited the store within 15 business days, but they claimed it was Microsoft's responsibility to replace the defective card, contradicting what the Microsoft Support team had stated. Subsequently, after reaching out to Best Buy Customer Service, I was informed that the information provided by Microsoft was incorrect. My goal is simply to install Office [redacted] on my Mother-In-Law's laptop, purchased on June 30th at Best Buy. I successfully installed Office [redacted] on another laptop purchased the same day for my wife without any complications. On June 30th, I accompanied my Mother-In-Law to the Best Buy store in Muncy, PA, where she bought the laptop and Office [redacted]. Unfortunately, upon attempting to install Office, I discovered the Key Card was damaged and missing 7 digits of the Key Code. Despite seeking assistance at the store, we were informed that Best Buy could not provide further help. After researching, it is apparent that others in similar situations resolved the issue at the point of purchase. I kindly request an investigation on this matter with Microsoft to obtain the full Key Code for the purchased Office [redacted]. Reference: Nancy Holtzman Customer PIN: 1[redacted] [redacted] Rod Miller

On 7-12-[redacted], I placed an order at Best Buy for a replacement phone for my greatcall smart phone. I purchased protection and was informed it would be available at the Mishawaka store by Saturday 7-14-[redacted]. Given that it's my only phone and it's a greatcall 5 star phone, I rely on it heavily. Despite contacting a rep on Saturday evening, I was told the replacement would be delivered to my home through UPS, but unfortunately, I was not provided with a tracking number for updates on its delivery. Concerned about my safety due to the phone's battery issues and dropped calls, I trust my son will assist since we have been loyal Best Buy customers for 10 to 15 years. I simply request a tracking number and hope to avoid further delays. Best Buy has been our preferred choice for all purchases, but the lack of information on this order has been frustrating, especially considering my health condition and living situation.

I recently purchased a new Apple iPad from your website on Jun 9th at the price of $[redacted]. I later visited the store on June 11th and noticed a price discrepancy, as the in-store price was $[redacted]. I reached out to customer service on Jun 13th to address this issue and was informed that I would receive a $30 credit for the price difference. However, as of July 14th, I had not received the credit. After a series of frustrating phone calls, I was told there was no record of my initial call and that nothing could be done to issue the credit. The lack of follow-through on the promised price match has left me disappointed with the level of customer service received. As a retiree, every dollar matters, and I am hopeful that this matter can be resolved promptly. Thank you for addressing this concern. Thank you, P. Medvecky

As a frequent shopper at Best Buy for the past 20 years, I have easily spent thousands of dollars there. However, during my recent vacation in Naples, FL, I faced an unpleasant experience trying to return items. Despite following their return policy by returning items in their original packaging within the time frame, I was denied twice due to a third-party monitoring my returns. Feeling frustrated and unheard, I have decided to take my business elsewhere moving forward, even if it means paying higher prices. Best Buy suggested contacting the third party to resolve the issue, but as a loyal customer of Best Buy, I find this unacceptable. Unless they rectify this situation promptly, they can expect to lose my future business. - P.H.

I am reaching out to share my frustrating experience attempting to make an online purchase from Best Buy over the last month. I tried to buy a laptop in mid-June but my first order was canceled due to an issue with my office address. The funds were held in my account for over 10 days. Despite providing my bank's fax number to speed up the authorization removal process, I did not receive much help from the team. After receiving my money back, I placed another order with my home address, which was also canceled. The customer service representative mentioned that the system did not recognize the address. Although I was told the order would be delivered on a Thursday, I never received it. Best Buy contacted me later, mentioning that the computer was found and would be delivered the next business day, which did not happen. I have been promised refunds multiple times but have yet to receive them. It's been over a month, and I'm frustrated and missing out on a computer I urgently need. I hope to hear back soon with a resolution. Thank you. Best, Ugne

My children gave me a Sony soundbar for Christmas, but I missed the surround sound, so I bought two Sony wireless speakers to go with it. The surround sound is great for music, but I've had audio sync issues from the start. Despite trying different cables and troubleshooting methods, nothing has worked. The sync is only perfect when I use just the soundbar without the speakers. It's frustrating to have spent so much time and money and not be able to use the equipment properly. I have all the original packaging and would like to return the wireless speakers. I appreciate any assistance in resolving this issue. -Joyce K.

I have encountered ongoing issues when contacting Best Buy about my order #BBY01-[redacted]31. The information provided each time is incredibly unclear. Initially, I inquired about my laptop refund in January/February and was informed that it would be processed within 1-3 PayPal billing cycles, which equates to approximately 2-3 months. Despite this, more than 3 billing cycles have passed. Today, July 22nd, upon reaching out again, I received the same vague response indicating another 1-3 billing cycles delay. It seems like they are avoiding issuing my refund promptly, hoping I will forget about it. Communicating with customer service has been challenging due to language barriers, which is why I am resorting to email in hopes of a clear, written response. I apologize for the inconvenience, but this situation has become frustrating. Thank you for your anticipated response.

I arranged for a microwave installation in the house I was selling but there were issues with the delivery. Despite promises, the manager at the SI store didn't contact me. When I informed the manager about my move and the new owner, they still tried to schedule the installation. My husband's account was charged without the microwave being installed which is frustrating. The situation escalated when the manager, Anthony, was unhelpful. This whole experience has been incredibly stressful, and I'm reconsidering shopping at Best Buy in the future, despite being a frequent customer. If you need to reach me, please contact my husband, Donald, at [redacted].

I had a terrible experience at Best Buy. I bought a Samsung refrigerator and gas stove but faced numerous issues with delivery and product condition. The delivery team mistakenly tried to install another customer's item in my home and ended up delivering my fridge to the wrong address. When my correct fridge arrived, it had missing hinges and dents. Despite contacting customer service multiple times, I received no resolution. The store manager, Jerimiah, was rude and unhelpful. I am still waiting for a replacement or refund and demand better service after spending $3,[redacted] at Best Buy. I want my Samsung refrigerator delivered promptly and intend to cancel my Best Buy credit card. I am extremely dissatisfied and seek a resolution to this ongoing problem.

I reached out to Best Buy in Port Charlotte, Florida, to inform them that I had forgotten the password for my Apple iPad purchased from them. The Geek Squad mentioned they could reset the iPad to its factory settings, making it like new. After a few days and a $99.99 payment, I was informed it was ready with Service Order #01[redacted]33. However, upon arrival, they requested the ID and password to proceed, which was the initial issue. They only managed to turn on the device due to the forgotten password. Best Buy suggested visiting an Apple store for further assistance. I ended up only receiving a partial service despite the payment made for a full reset. I plan to visit an Apple store as recommended. I am considering raising this issue with Best Buy. Wayne O.

Dear Sir/Madam, I would like to bring to your attention an urgent matter that requires your assistance. We are organizing a fundraising event, "CARRY KERRY" to help our classmate Kerry Pope Woodliff, who is facing tremendous challenges this year. From financial difficulties to health struggles, Kerry needs our support. The event will take place on November 24, [redacted], at the Bunker Hill Golf Course in Medina, Ohio. We, the Class of [redacted], are determined to stand by our fellow classmate in her time of need. Your contribution, whether it be monetary or in the form of goods or services, will make a significant difference. Your donation will be used for raffles, auctions, and more to raise further funds for Kerry's cause. Your generosity can truly change someone's life. Please consider supporting us in any way you can. For more information or to make a donation, you can contact Alex Pavlick at BAPav@[redacted] or via phone at [redacted] (Cell) or [redacted] (Home). Thank you for your consideration. Sincerely, [Initials] Cleveland, Ohio [redacted]

On May 17th, I purchased a MacBook Air and Office Home & Student [redacted] for my son using a BB Credit Card with monthly payments. Unfortunately, it was the wrong program for a Mac. When I realized the mistake, the store manager explained the situation with the code already used. I then bought the correct program from Microsoft for $[redacted].51. I am disappointed that I had to pay twice for the same software due to the incorrect purchase made at Best Buy.

On July 19, [redacted], appliances were delivered to my house. The delivery drivers, not employed by Best Buy, mishandled the stove causing damage to the handle. They offered a $[redacted] Best Buy gift card for the inconvenience. I chose the electronic gift card but have yet to receive it as of July 27. Despite contacting the store twice, I have not received a response. I am disappointed with Best Buy's customer service for not apologizing for the mishandling and the delay in receiving the gift card. I hope for a resolution soon. Val #: [redacted] Order #: [redacted] Thank you, L.P.

I recently visited the Best Buy store in Sherman, Tx. I spent ten minutes walking around before receiving any assistance. The problem was that several employees were chatting and not offering help. I had to interrupt their conversation to get assistance. Then, when it was time to pay, only one person was at the checkout while three other employees stood by the entrance desk. One was on the phone, and the others were talking amongst themselves. With brick and mortar stores struggling, I believe customer service should be a priority. The overall experience was frustrating, and I almost decided to buy my items online instead. This kind of service was not an isolated incident but a continuous issue throughout my shopping trip. Thank you, Kelly Gee

I bought an Amazon Echo Plus on 2/11/[redacted], but didn't open it until 7/29/18 due to moving. Upon opening, I found it in white instead of the grey I wanted. Everything remains untouched in the box. The Rainbow store in Las Vegas refused to exchange it for the correct color. This experience highlights the need for brick and mortar stores to improve customer service to compete with online retailers. The manager's lack of interest in satisfying a loyal customer is disappointing. This isn't the first time Best Buy has failed to assist me. I'll now shop at Frye's or online, but not at Best Buy. I'll only use Best Buy for research before purchasing elsewhere, as they show no willingness to help customers.

On 7/21, we ordered a TV stand with a scheduled delivery date of July 31. Surprisingly, it arrived on July 26 without any notice. Upon assembly, we discovered various imperfections such as smudges, dark spots, bubbles, and smear-type marks on the white piece, especially visible under light. Contacting Best Buy Customer Service, we were offered a minor refund equivalent to the tax paid. As loyal customers, we believe a more suitable compensation should be provided, considering the inconvenience of disassembling, repackaging, and returning the faulty item. It would be more cost-effective for Best Buy to address this issue promptly rather than incur the expense of a return and replacement process. We are willing to share pictures showcasing the poor quality of the unit to support our case. Your urgent attention in resolving this matter with a fairer resolution is greatly appreciated.

I recently purchased a mini fridge, but unfortunately, it arrived with a broken drawer and scratches on the top. After returning it, the replacement also had issues - a scratched top with no protective film and a dented front door. This has caused me a lot of frustration and disappointment. Repacking and returning a 2.3 cubic foot fridge on my own is not an easy task. I needed this a while ago for an event, so this experience has been a nightmare. I urge the company to inspect their merchandise before shipping it out to avoid future problems like this. Thank you for understanding my frustration. Linda Ulrich.

Hello, I recently purchased an open box Surface Pro from your store located on Northern Boulevard in Queens. Within 22 days, the device crashed. I visited your store on 62nd and Broadway in Manhattan to get a replacement, but the new open box device also had issues soon after. After several visits to the store, I was promised a new device to be delivered by July 28th, but as of yesterday, it still wasn't available for pick up. I have spent a significant amount of time in your store trying to resolve this issue and am frustrated by the lack of care and technical glitches experienced. Despite being a loyal customer and Elite member for years, the customer service I have received has been disappointing. I hope to resolve this matter soon. Thank you.