Best Buy Customer Service Issues

Good afternoon, I am writing about my recent order experience with order number [redacted][redacted]. I placed the order on November 16th for store pickup since the item was not in stock at the Hato Rey store. Upon receiving the "ready for pickup" email, I visited the store on November 30th. Unfortunately, the item was missing despite the pickup confirmation email. After waiting for 20 minutes without assistance, I was informed that the item wasn't in stock at the store and there was no shelf stock available. I was given the option to cancel or pick up the item from the Carolina store. I chose the Carolina pickup despite not having a car. This ended up costing me $35USD in Uber expenses. At the Carolina store, I waited an additional 10+ minutes to collect a small package with a $10 sim card. This experience was negative, time-consuming, and costly. As a new customer to Best Buy, I am dissatisfied and unlikely to return. Regards, L.M.

I am writing to share my dissatisfaction with a recent purchase from Best Buy. My 85-year-old mother-in-law sought help from a sales representative to buy a basic landline phone with an answering machine. Unfortunately, she was sold an AT&T phone that required an AT&T service subscription and was far more complex than what she needed. Upon attempting to return the phone beyond the 15-day window, my husband was denied a refund and was informed of no store credit option. Furthermore, despite online inventory showing simple phones available, the in-store representative claimed otherwise until the phones were visibly on the shelf. The lack of product knowledge, misrepresentation of stock, and irrelevant sales tactics have left us disappointed with the level of professionalism and customer service at Best Buy. This experience has regrettably led us to decide to cease future purchases at the store. Thank you for your attention to this matter. Sincerely, A former Best Buy customer

Hello, I'm Bradley West. I placed an order for an Xbox X last week and received an email today stating that it was delivered. However, I have checked around my house, including the back door, and I couldn't find the package. I'm reaching out to inquire about the status of my delivery as the item is meant to be a gift. Please respond promptly. Thank you.

Subject: Disappointing Black Friday Experience at Best Buy Hello, I want to recognize that Black Friday can be a hectic time for your employees due to the high volume of customers. I was disappointed by my visit to the Best Buy at 1 Galleria Drive, Cheektowaga, NY [redacted] on November 29, [redacted]. I bought an HP Pavilion Chromebook and was helped by a young man who seemed overwhelmed. My issue is more with the two individuals who seemed to be in charge and how they communicated with him and me. Unfortunately, the store didn't have the Chromebook I wanted. They suggested I go to the Best Buy at McKinley Mall, [redacted] McKinley Parkway, Blasdell, NY [redacted]. Despite appearing overwhelmed, the employee tried to call and was told not to bother because they wouldn't answer. I was advised to have it delivered to my home, though I requested specific delivery instructions. Feeling uneasy about the situation, I decided to drive to the other Best Buy and found the Chromebook there. However, I was informed that online orders cannot be canceled once placed. Now, I'm anxiously waiting for the delivery and hoping it won't be left unattended on my porch. Overall, my experience was disappointing. Best regards, Laurie

I had a disappointing experience at Best Buy where my item was not ready for pickup as scheduled, causing us significant inconvenience. Despite multiple visits to the store and lack of updates on our wait time, we were met with unhelpful responses. Eventually, I had to request shipping, which they did not expedite as a gesture after the delay they caused. To my surprise, I now notice unexpected charges on my account, presumably for out-of-state sales tax on the shipping cost. We opted for in-store pickup to avoid such fees, as promised by the staff. As these charges were not disclosed upfront and due to the inconvenience caused, I urge Best Buy to remove these additional fees.

I have a question about Cyber Monday TV sales. I watched Kurt the Cyberguy on Fox News, and he mentioned that Best Buy has a great deal on a TCL 75-inch smart TV. He stated that the TV was originally $[redacted], then $[redacted] off on Black Friday, but $[redacted] off on Cyber Monday, making it $[redacted]. He praised Best Buy for this deal. I rewatched the segment, and indeed, he presented the TCL TV at that price. However, I am finding online that the TCL 75-inch TV is regularly $[redacted], discounted to $[redacted]. The model number is [redacted], and the SKU is [redacted]. Can you confirm the pricing? Also, could you let me know the opening time for the Melbourne FL store on Cyber Monday? Thank you.

I own a Dell Inspiron laptop experiencing several issues requiring repair. Firstly, four key covers are missing and won't stay in place. Secondly, there was an accidental spill of nail polish remover by my younger sister, causing some keys to be sticky. Thirdly, one of the hinges connecting the touchscreen to the keyboard is broken, preventing it from transitioning into a tablet smoothly. Despite these problems, the laptop functions well internally. I would appreciate it if you could provide me with a cost estimate for these repairs. Kindly reach out to me via email at your earliest convenience. Thank you for your assistance.

I placed an order for a phone case for in-store pickup (BBY01-[redacted]92) with the expectation it would be ready by Friday, 11/29. After arriving on Saturday, 11/30, and not finding it prepared, I left empty-handed. Later that day, it was ready for pickup, but I had already returned to Texas. I assumed the case would be held until Friday, 12/6, for a refund as per Best Buy's email. However, unexpectedly, it was shipped to my parent's address yesterday, incurring shipping charges without my approval. Kindly process a full refund for the order promptly. Thank you.

Last Black Friday, I purchased a TV that had flickering issues. Despite having a Samsung warranty, Geek Squad had to go through Samsung for parts. The technician identified the problem, but the part sent by Samsung made the TV worse. It became apparent that this faulty part was the root cause. After ordering additional parts, it was clear that the initial part from Samsung was the problem. Unfortunately, Samsung refused to send a replacement part, leaving Geek Squad unable to assist under the Samsung warranty. Now, a year later, as I have Best Buy's warranty, I am requesting a new TV due to the prolonged inconvenience of dealing with this issue throughout the past year. You can refer to the following information in your records for details: Best Buy Work Order# [redacted]8 Thank you, M.O.

I have been upset trying to resolve an issue with an online order from Best Buy. I placed an order for a cell phone on November 28th, along with activation with Verizon. The next day, I canceled the phone order but the request to transfer my number to Verizon was not canceled. This has been very inconvenient as Verizon requires Best Buy to close the request to proceed with the number transfer. Despite numerous calls and being passed around from one associate to another, the Verizon request was not canceled promptly. This has caused me many hours of inconvenience, especially around the holidays, as my son leaves for CA tomorrow and I needed the new line to be working by then. I am frustrated with Best Buy's handling of this situation and will reconsider shopping with them in the future.

I am disappointed with my recent order from Best Buy. I received a virtual gift card and used it to purchase a small laptop. The payment initially went through, but six days later, I was informed that the payment didn't process. When I called customer service, they explained that a refund was issued but the recharge failed because the gift card balance was not restored after the refund. Despite the remaining balance on the gift card, I was advised to use another payment method, leading to the cancellation of my order. This experience, along with another negative encounter earlier this month, has left me frustrated. I have decided to stop shopping at Best Buy for good.

On November 12th, I visited the St. James store in Winnipeg to purchase a charger for my Fitbit. Unfortunately, I accidentally left my Fitbit on the store counter. Despite my numerous attempts to contact the store via phone calls and emails, I have not received any response regarding my lost Fitbit. As someone who also works in retail, I understand the importance of customer service and am disappointed by the lack of communication from the store. My Fitbit holds sentimental value for me, and I simply want it returned. I hope the store can improve its customer service and responsiveness in the future to avoid similar situations.

Last week I purchased an HP laptop which included a trial subscription for Webroot security and antivirus software. Unfortunately, I couldn't download it as it's not compatible with Windows 10 S. I'm concerned about my credit card information for auto-renewal and want to ensure it's removed since the software is unusable for me. I was promised assistance for the auto-renewal issue and potential compensation for my inconvenience. I waited on hold for over 45 minutes, and when I finally got through, the line disconnected. I've called multiple times since then, mostly being left on hold without any response. Today, when I actually spoke to someone, they disappeared during our conversation, resulting in me being placed on hold again. This has been a frustrating experience overall.

I have a question about my recent purchase of an iMac desktop on 11/29/20. Unfortunately, upon arriving at my office, I discovered that some of my essential programs are not compatible with a Mac, despite being told otherwise by the sales agent. Before opening the box, I’m interested in learning about the refund policy since I am unable to contact the store due to a long distance from both my home and office. I aim to return the product this coming weekend on 12/7/20, as weekdays are busy for me. Thank you.

I was expecting a refrigerator delivery today. In the morning, I received a text message reminding me of the scheduled delivery between 2-4 pm. Around 11 am, the driver called and offered an earlier delivery time. I rushed to prepare by moving items from my old refrigerator and cleaning the area. A text informed me to expect the delivery by 12:50 pm. However, the driver called when he arrived at the wrong address. After providing the correct address, he had to contact Best Buy for assistance. I waited until nearly 4 pm, then had to contact Best Buy myself. They confirmed the address was correct but were unsure why the delivery had not been made. I was asked to reschedule, but I only have Mondays off. Best Buy only has an opening two weeks from now on a Monday, which is disappointing as the delivery timeframe was scheduled until 8 pm today, and it is currently 4 pm. It would have been better if they had informed me earlier so I didn't waste my day off waiting.

I had some issues at Rockford Best Buy recently. I was looking for an air conditioner for my home, but couldn't find any assistance, so I went next door to Home Depot and made my purchase there. Later, I was in need of a home security system, so I tried to explain my situation at Best Buy, but since I had no internet, I went to Janesville Best Buy and purchased a SimpliSafe System. I also bought a case at the same store last week, but it turned out to be the wrong one for my tablet. When I tried to return it on Friday and get the correct case, I found out I had lost my Best Buy credit card and reward card. I reported them lost and awaited the new cards. Despite being told I only needed two IDs to make a purchase, I was on hold for 45 minutes with no response after losing the cards. I also tried emailing them with no reply. When checking if they could match Target's sale on an Apple iPad, I was told they could not. Therefore, I plan to go to Target on Thursday to purchase the iPad for my daughter's birthday. I must say the Geek Squad is fantastic, but the management at Rockford Best Buy lacks customer service, tact, and communication skills. I wanted to share my experience in hopes it could be addressed. I even called the management's cell phone, but the communication was one-sided. I tried to explain my concerns, referencing the ticket from my prior purchase, but unfortunately, I have yet to receive a response from Rockford Best Buy. Customer service is lacking. My apologies for the lengthy message. Jim

Yesterday, I purchased a camera lens from the Denton store. The staff member said it would be compatible with my camera, but once home, I discovered it didn't fit. Today, I attempted to return the lens because of the fit issue but no one came to help with exchanging it for a compatible one. I ended up requesting a refund and was charged a restocking fee, even though the misinformation came from the worker. It doesn't seem fair to customers to be given incorrect information like this.

Upon receiving my Skyrim game for PS4, I was dismayed to find that the delivery person, who seemed to be from UPS, had removed my mail from the mailbox and left it in disarray on the ground or by the roadside. Fortunately, the game was safely in the mailbox, but unfortunately, my other mail was left scattered and damp. This experience left me quite disappointed with the service.

I bought AirPod Pros with Apple Care on 11/27 for in-store pickup, but it was cancelled. An employee told me the charge didn't go through, and I should receive a refund within 72 hours. It has been 5 days, and I still haven't received my money back. This situation has caused a significant inconvenience, and I would appreciate a prompt refund and some form of compensation. Thank you for your assistance, B.

I made a mobile order with a company called BestBuy Limited in the United States. They requested half of the payment upfront, which I sent. After providing a tracking number, the package arrived in Qatar ahead of schedule. However, I was asked to pay an additional fee by the delivery team to release the parcel, which I did, but the goods never arrived. I ended up paying $[redacted] more than the cost of my mobile, only to be told by the company that the police require an additional $[redacted] for my package to be released. How can I resolve this issue? Your assistance is greatly appreciated. Thank you.