Best Buy Customer Service Issues

I recently had an issue with my Thanksgiving order from BestBuy. The package had to be redirected to a UPS store for pick up. Upon receiving the order, I noticed that the box was severely damaged with a big hole on the outside and inside. I am concerned about the condition of the product, which is intended as a Christmas gift. I am disappointed with the delivery experience and hesitant to order from BestBuy in the future if this is a common occurrence.

I purchased some Black Friday gifts which have just been delivered. To my disappointment, the original packaging made it very obvious what the items were when my wife, who works from home, received them. Unfortunately, this means she now knows what her Christmas presents are ☹️. I've become accustomed to Amazon's practice of rewrapping every delivery, so I didn't consider this when ordering. Is there a way to prevent this from happening in the future?

I purchased a gas cooktop four months ago and have been unable to get it installed. When I call customer service, I am put on hold for 20 minutes at a time and sometimes they hang up on me. There is a gas smell in my house and I have raised this safety concern with them, but they seem to take it lightly. This has been the worst customer service experience I have ever had. I also have a cooktop that needs to be returned to the store sitting in my home. Can someone please contact me to address this matter? Thank you.

On Monday, December 2nd, I ordered 2 pairs of AirPods, $[redacted] each. Got an email saying one pair was ready for pick up, but I wanted it shipped. Later, one pair shipped, the other was processing. On Tuesday, December 3rd, got an email canceling my order with no details. Couldn't reach customer service and saw the AirPods were still available online. Tried calling twice today, left my number at 8:30 am, no call back. Contacted Best Buy in Williamsburg, VA. A lady told me to call customer service, asked for a manager, got Austin. Not very professional. He suggested talking to customer service, tried to transfer me. After waiting 10 mins on hold, hung up. This is the worst customer service we've experienced from Best Buy. Hoping to get a response soon. Thank you, S. Mooney

I made a purchase on Nov. 29th, and initially, it showed the item was available. However, the next day, it suddenly displayed as out of stock. I've attempted to reach out for assistance continuously for the past four days, but the phone wait time exceeds an hour, and the chat feature is inactive. They informed me that the item isn't deliverable to the store, but I can opt for home delivery if I cover the shipping costs; otherwise, my order will be canceled. Regrettably, due to the unavailability of support, I am unable to modify my order for shipping payment. Although the payment was processed, I am encountering challenges communicating with the customer service team.

Hello, I visited Best Buy Sherway Gardens in Etobicoke, ON this morning to browse dash cams. I had to wait 10 minutes for assistance. The salesman who helped me was not very knowledgeable about the products I inquired about - the Garmin 45, 56, and Nextbase [redacted]. He mentioned a sale on the Garmin 45 for $94.99 compared to $50 off the Garmin 55. After waiting in line at the checkout for 10 minutes with only 2 cashiers available and 6 people ahead of me, the cashier struggled with my cash payment. When she scanned the dashcam, it rang up as $[redacted].99 instead of the $94.99 price the salesman mentioned. She offered to verify with him, but after the long wait, I decided to leave without completing the purchase. Best, Bo

I received Order # [redacted][redacted] on December 1st. Unfortunately, the refrigerator that was delivered had a damaged door. The delivery person attempted to contact Best Buy to reorder a new door, but the wait time on the phone was 20-30 minutes. I then contacted his supervisor, Leroy Padilla, who is aware of the issue as he has the delivery person's note and the instruction to reorder a new door. I also sent Mr. Padilla photos of the damage. However, despite providing all this information, I have not heard back from him regarding the replacement door. How can I proceed to get a replacement door? Thank you, Susan G.

On December 2, [redacted], I made an online reservation for a small freezer, the Insignia 3.5 Cu. Ft. Chest Freezer (NS-CZ35WH9), for Web Pickup at your store located at [redacted] Merivale Road, Nepean, Ontario. I promptly received an email confirming the item was ready for pickup with a 24-hour window to claim it. The next day, I traveled the 20 kilometers to the store well within the given timeframe. Unfortunately, despite my timely arrival, my experience at the Web Pickup counter was quite frustrating. I encountered a delay of over 45 minutes as the staff appeared to be unaware of my order and struggled to locate it. Eventually, I was informed that the RESERVED freezer was actually out of stock. While the concept of a "Reserve and Pick Up" service is convenient, it is crucial for it to be executed correctly to uphold the idea of a reservation. -Ronald Mills, Greely, ON

I am John Matthews from East Meadow, NY ([redacted]). About four weeks ago, I purchased and installed car audio equipment, specifically a radio. During the past two weeks, I have encountered issues with my car, leading to the replacement of the alternator and battery. Recently, my car completely shut down. Following my mechanic's advice, the problem could stem from improperly wiring the car radio, causing a continuous power drain on the battery. The radio remains on even when the car is off. I am considering returning to the store where the radio was installed to have the technician review and fix the wiring.

I purchased a Norditrack cycle bike on Black Friday. I have been receiving conflicting information since then. I have interacted with unhelpful representatives who couldn't address my concerns. Although the delivery was scheduled for December 7th without any mention of issues, I was recently informed that the bike is now "back-ordered." I urgently require assistance from a knowledgeable individual within your company who can provide me with accurate and up-to-date information. Thank you.

On November 28, [redacted], I placed an order for a Nintendo Switch for my granddaughter. The website showed it was available, so I patiently waited for it to arrive. To my surprise, I recently checked the website only to discover that the order has been canceled without any notification. Now I am struggling to find one elsewhere, and I fear my granddaughter will be very disappointed if I can't fulfill this gift for her. It's frustrating because I had an opportunity to purchase one the following day while shopping but didn't because I had already placed the order. This situation has left me feeling upset.

I want to share my recent experience buying a new cell phone. The Geek Squad informed me my phone was too old for a new battery, so I chose to buy an Apple XR. The salesperson told me I needed a 6-digit passcode, to which I agreed but didn't write down. I was used to a 4-digit passcode on my old phone. When I couldn't recall the 6-digit code and got locked out of my new phone at home, I discovered it would cost $40 at Best Buy to reset it, which was frustrating as Apple would do it for free. On my return visit, they offered to restore my old phone data and surprisingly gave me the option of a 4-digit passcode, contrary to what I had been told by the initial sales staff. This information would have saved me multiple trips to the store and considerable waiting time.

Hello, as a customer who has been with Best Buy since [redacted], I want to share my experience from this past Black Friday. On Thanksgiving Day, I visited the Plaza Carolina store in Carolina, PR, to purchase the Insignia 58" TV I saw on the Best Buy app for $[redacted].99. Arriving early, I was among the first customers in the store. However, I was informed by the staff that they didn't have the item in stock. Despite their ability to place an order, I was disappointed when they discovered it was out of stock when attempting to do so. This occurred at 5:00 pm in Puerto Rico (4:00 pm EST), causing frustration after investing half of Thanksgiving waiting. The staff simply stated that Puerto Rico doesn't receive the same merchandise as the US without offering a resolution. Despite this experience, I managed to purchase a pricier TV using my Best Buy credit card. I hope to discuss potential solutions to this situation.

On Thanksgiving Day, I visited Plaza Carolina Store in Carolina, Puerto Rico, hoping to purchase the $[redacted].99 Insignia 58" TV advertised. Despite being among the first customers inside, I was informed that the TV was not available in the store. I tried to place an order but was then told it wasn't in stock at the warehouse either. This disappointing experience occurred at 5 pm in Puerto Rico (4:00 pm EST). I felt like I was being misled and wasted half of my holiday in pursuit of the deal. I ended up buying a pricier, smaller TV instead. Using my trusty Best Buy credit card, which I've used for various purchases, the whole situation left me very dissatisfied with Best Buy's policies and the treatment by their staff and management. This was a first-time feeling of being treated as a second-class customer despite my loyalty to the company. I'm interested in knowing what options you have to address this issue and restore my faith in Best Buy.

I contacted customer support through chat and spoke with Alfred regarding an issue with my email and key code for a product I purchased. Alfred suggested visiting a Best Buy store for assistance, but since the nearest store is 35 miles away and I made the purchase online, I expressed my frustration and mentioned I might return the merchandise. Alfred acknowledged this and declined my request for a phone call. Despite my displeasure, Alfred remained unresponsive to my further inquiries. I have been a long-time Best Buy customer and this interaction with their support team was extremely disappointing.

Hello, I bought the video game "Tom Clancy's Ghost Recon Breakpoint" on November 28th. On Monday, I received an email and message indicating that it was delivered around 6:00 pm. Upon returning home, I discovered the package was missing. I inquired with my family, but they did not receive any packages. I am reaching out to request assistance in locating the missing item and arranging for it to be shipped to me. Despite contacting customer service, I am unclear about the status of the delivery. Thank you.

I made two separate orders on Nov 22nd, but I encountered issues with one of them. One order, no. [redacted]43, was fine, but the other order, no. [redacted]49, was missing 2 Amazon 4k cubes 2nd gen. The store staff kept saying the cubes were not in stock, even though I could see them on the shelf. I even ordered 2 more cubes (order no. [redacted]51) at a higher price, but the store manager said they couldn't honor the original price due to corporate policy. I tried contacting Best Buy's [redacted] number for help, but they were unhelpful and wouldn't connect me with a supervisor. I've been a loyal customer for years and being an elite member, I expected better customer service. My online order is showing as delayed, so I placed another order (no. [redacted]93) that is ready for pickup. It's frustrating that no one is addressing my concerns either online or in-store. I hope this can be resolved. Thank you.

I would like to commend a staff member for exceptional customer service. Maxine at Best Buy is the most pleasant employee I have encountered. After avoiding the store due to poor service, my recent visit to the Madison Heights location left me waiting with no assistance while employees focused on stocking shelves. In contrast, Maxine at the Rochester Hills store provided wonderful assistance. She not only answered my questions but also went the extra mile to research and call me back with the exact information I needed. If all employees were like Maxine, I would frequent Best Buy more often. I sincerely hope she receives the recognition she deserves for her outstanding customer service. Many thanks to Maxine!

A charge of $32.91 from Best Buy appeared on my checking account on December 5, [redacted]. If this relates to a Trend Micro or Geek Squad renewal, it is incorrect. I canceled these services over a year ago after a lengthy phone call. Please remove this charge permanently. I do not have nor wish for Geek Squad services. All I am seeking from Best Buy is a refund of $32.91.

I bought a 55" Insignia TV on 11/30, but received an email stating I can't pick it up at the Athens store. Despite visiting once and no resolution except driving 48 miles, I'm unable to request it to be shipped. I request you to ship the TV and provide confirmation. Thank you, Laura S. --- Laura, your product is currently unavailable for pick up at our ATHENS GA Best Buy® store. We regret this inconvenience and will notify you when it becomes available. To locate it elsewhere or modify your order, refer to the details below. Thank you for your patience. Sincerely, Your Customer Care Team Order Date: 11/30/[redacted] Order #: BBY01-[redacted] Insignia™ - 55” Class – LED - 2160p – Smart - 4K UHD TV with HDR – Fire TV Edition Model: NS-55DF710NA19 SKU: [redacted] Quantity: 1 Item not available? You have options. You can check local stock, change the order for shipping, or cancel. Remember to respond by December 8, [redacted], to avoid cancellation. If paid by credit card, there won't be any charges. Other payments will be credited accordingly.