Best Buy Customer Service Issues

I placed an order for a Jetpack, expecting it to arrive today, as promised. I received conflicting messages about its delivery time throughout the day. Eventually, I found out through USPS tracking that the package was delivered to a different location altogether. Despite BB's account showing a delay with UPS, I received a message claiming the package was in my mailbox, which it was not. Despite being home all day and getting other deliveries, my Jetpack never showed up. Attempting to contact BB through chat resulted in a cancellation after waiting for 15 minutes. The lack of options on their website to report this issue is frustrating, as is being unable to reach them by phone due to lengthy COVID-related messages and being left on hold, only to be disconnected. I am extremely unhappy with this situation and demand either the delivery of my order or a refund.

On April 30, I preordered a drone from BestBuy using my company's PerksAtWork benefit account. Unfortunately, there was an API error during the purchase, resulting in the order being processed with an outdated address linked to my mother, R.H., instead of my own. Despite numerous attempts to rectify this issue through various BestBuy departments and even a chat with Parris Hansen, the address still hasn't been updated or the order cancelled. I'm eager to correct the shipping address for this order, which was charged to my credit card ending in [redacted] with a billing zip of [redacted]. The incorrect address has a billing zip of [redacted]. The order numbers are Best Buy Order #BBY01-[redacted]04 and ONECart Reference #IOC-3[redacted]5.

Regarding order BBY01-[redacted]53, I sent my son to retrieve it. The Dell laptop was received, but the CD/DVD RW drive by LG was missing despite him mentioning both items. The large grey bag only contained the laptop. I contacted customer service at 4:32, and after several unsuccessful attempts, at 6:32, I am still on hold. Despite reaching someone, technical difficulties prevent communication. The phone line appears overwhelmed. Contact me at [redacted].

I recently had a Fire Stick purchased from Best Buy that stopped working. Yesterday, I called the store where I bought it to confirm its warranty status and ensure a smooth exchange. A customer service representative assured me that a replacement would be no issue if they had one available. I followed their instructions, driving over 20 miles to the store and waiting in the parking lot due to coronavirus restrictions. After the attendant initially took the Fire Stick inside, they returned to deny the return. Despite explaining my prior confirmation over the phone, the attendant stated it was not possible because Amazon, not Best Buy, handled the warranty. This back-and-forth confusion left me feeling frustrated and unhelped. In the future, when making electronics purchases, I will remember this experience at Best Buy and opt to shop elsewhere.

I recently purchased a 55-inch Toshiba Fire TV from Best Buy after a [redacted]-mile round trip to the store. However, upon setting it up, I encountered issues with the remote control. Despite exchanging it for another remote after another long trip to the store, I faced difficulties pairing it with the TV. Now, the second remote is unresponsive and I cannot access features like Alexa or navigate the TV properly. The store did not provide clear instructions on the pairing process or the requirement to return the old remote. I am frustrated as resolving this issue may require another [redacted]-mile journey. I am seeking guidance on how to resolve this situation.

Good evening, I am writing to share my recent disappointing experience with Best Buy. I reached out via chat on 05/03 and spoke to a representative about a product's availability. Following the conversation, I visited my local Best Buy in Killeen, TX, only to find out that the item was not in stock at any store within a [redacted]-mile radius. This is quite frustrating and not a positive reflection on Best Buy, with whom I have had a longstanding relationship. As this laptop is essential for my work, its availability is crucial. If this issue persists, my company, Mosley Enterprises Inc, will have to explore other options for our commercial and consumer needs. I hope to hear back from you soon. Sincerely, G.J. Mosley II Owner/Operator

On April 25th, I bought an HP OfficeJet Printer online with Order # BBYO1-[redacted]25 for $86.87, charged to my Visa ending in [redacted]. After experiencing continuous issues with the printer such as random power-offs and a flashing LCD touch screen, I decided to return it to the Best Buy store in Kennewick, WA on 5/6/20 at 4:15 pm. Shortly after, at 4:18 pm, I received a text notification from my Visa regarding Best Buy charging me an extra $86.87. Although I spoke to a representative at the Kennewick Store who assured me she would send the return receipt and proof of the credit back to my Visa, I have not yet received the email. I am anxious to resolve this situation promptly. Thank you, Jennifer Evans.

Address: [redacted] Carbon Canyon Road #3, Brea, CA [redacted] Phone: [redacted] 1. The first washer delivered to my home was dysfunctional with broken parts and noise. I requested an exchange, which led to a frustrating experience. 2. Despite my complaints, an employee ignored my concerns and ordered the same faulty washer again. 3. After multiple calls, I finally connected with a more understanding employee after 3 hours. 4. Requesting cancellation of Maytag delivery on 5-29-20 as I do not want this product. 5. Also, cancel the delivery of new water hoses scheduled for 5-9-20, as I already bought them from you. 6. On 5-9-20, only deliver the Samsung washer without the hoses and pick up the faulty one. 7. I'm unhappy that my old washer, which I asked to be returned, was sold without my permission. This is dishonest. 8. I intend to contact Capital One Fraud for legal action and notify relevant agencies and my attorney. 9. I plan to share my negative experience with your business on Yelp, Facebook, and other social media platforms.

Hello, I was advised to reach out to address a concerning situation with an order. I engage with reship.com to facilitate shopping in the USA from the UK using their services. However, my account on reship was unexpectedly disabled after they received communication from Best Buy alleging fraudulent activity on my part. I have no recollection of making any purchases at Best Buy, and I am bewildered by this accusation. Prior to assisting me, reship insists that I reach out to you to address the matter. I trust that you can investigate this matter further and provide guidance on how to rectify this issue. Perhaps you could utilize my delivery address for reference: Peter Kirkby [redacted] NE Airport Way Suite K232380 Portland, OR, [redacted] Thank you.

On Friday, May 8, [redacted], around 12:00 PM, we had the LG WM9000HVA washing machine and LG DLEX7700VE clothes dryer installed as part of order BBY01-[redacted]38. Unfortunately, the installation team was rushed and impolite, leaving without my approval, leaving behind tape and a leaking water connection, and not correctly positioning the units for them to work together. Despite my multiple calls immediately after their departure, I could not get a resolution until today. I was informed that the earliest someone could fix the installation was Wednesday the 13th, which is unacceptable considering the inconvenience this has caused. I am hoping that Best Buy can send someone out as soon as possible to correct this error rather than making me wait until the 13th. Your prompt attention to this matter would be greatly appreciated. Sincerely, P.V.

Yesterday, I placed an order for a new laptop on Best Buy's website. I ordered a Dell Inspiron with a 15.6" touch screen, Intel Core i3, and 8GB for $[redacted].99. My order number is BBY01-[redacted]57. During checkout, it mentioned a complimentary 6-month subscription to Trend Security, valued at $29. However, after encountering issues setting up an account as prompted, it stated the free subscription couldn't be included due to the account setup problem, leading me to remove it from my cart to finish the purchase. I am disappointed as I was looking forward to receiving the Trend Security subscription. Any chance I could still receive it? Thank you.

I received an email stating that my package was delivered today, which was meant to contain part of Order Number: BBY01-[redacted]28 - specifically an iBUYPOWER Gaming Desktop. However, the UPS delivery driver mistakenly brought a bag of T-shirts to my house instead, not the computer tower I was expecting. Even though I have 24-hour video surveillance from various angles at my house, clearly showing the driver delivering the T-shirts but not the desktop computer. I have been unsuccessful in reaching anyone for assistance as the UPS driver did not deliver my package as indicated. I am willing to share my video footage to confirm this discrepancy but have been unable to get through to customer service for help, despite spending three hours on hold with the Best Buy virtual agent.

I bought an Apple Watch 5 Series for $[redacted] on sale on May 4th with a planned curbside pickup by May 10th. The order status shifted from "preparing for pickup" to "delayed" on the 10th. I received an email warning that if not fulfilled by the 17th, my order would be canceled. Despite the price hiking by $[redacted], Best Buy had available stock for sooner pick up dates until one day ago, while my order remains unprocessed. I am concerned Best Buy may not honor the sale price and have neglected my order.

I bought a refurbished Apple iPad on December 2, [redacted], with order number BBY01-[redacted]17. In mid-March, the volume up button got stuck down, possibly broken inside. I contacted Best Buy and spoke with a Geek Squad representative, who advised me to reach out to Apple. Apple mentioned that the warranty responsibility lies with Best Buy. I attempted to contact customer service, but the recorded message indicated an hour wait or longer. How can I proceed with getting this repaired or potentially exchanging it for a new device?

I have experienced difficulties during multiple calls and chats with your support team due to excessive static making it hard to understand your employees. The long hold times have been frustrating. Twice my calls were transferred to the wrong department, prolonging the issue. The repetitive virus ad on the phone is bothersome and could be more concise. I thought I was making a purchase at the Fields Ertel store through your online store, but it redirected me elsewhere without my notice. Despite selecting the free 2-day shipping option, the order wouldn't process, and customer service claimed the product was unavailable, contradicting the online listing. I've faced numerous challenges resolving this, leading to multiple calls and extended hold times. I have set up a call back within 52 minutes, hoping for a successful connection this time. There have been issues with the phone system directing me to the wrong support departments and disconnecting me during holds. Improvements are needed to address crackling and static on the phones and update the computer prompts for more efficient service routing.

In early March, I bought a new Dell laptop at the Best Buy store in Arden, NC. The sales associate recommended I get a Webroot subscription and Office Home and Student [redacted] for both my wife's Asus laptop and the new Dell. However, I later found out from the Geek Squad that the Office software could only be installed on one machine. Agent Clarke A. assisted me in switching to Office [redacted], which could be used on both laptops. I was advised to seek a refund for the Office Home & Student [redacted] since it didn't meet my needs as initially advised. Though the refund process turned out to be complicated, involving multiple attempts with the store and Microsoft, I ultimately contacted Joshua Todd at the store for assistance. Despite challenges, I look forward to resolving the issue and receiving a refund of $[redacted].99 as I have the necessary documents and need help to finalize this.

To Best Buy, Inc. Attn: Customer Care/Privacy [redacted] Penn Avenue South Richfield, Minnesota 55[redacted] Date: May 17, [redacted] Dear Best Buy, I am writing to address the concerning issue I recently encountered. I wish to discuss a possible resolution to the matter. I appreciate your prompt attention to this and hope we can find a suitable solution soon. Thank you for your understanding and assistance in this matter. Sincerely, Andrew T Cochran

I have been attempting to reach out regarding my Best Buy account for the past five days. This matter does not involve my Best Buy credit card. Someone has taken over my rewards and account since 5/21/[redacted], as I received an email confirming a shipment I did not order. Upon checking my account, I discovered the item was intended for a different name and address in MN while I reside in Virginia. The email associated with my account has been changed, leaving me unable to access it. The difficulty I have faced in resolving this issue with your customer service has been extremely frustrating. It is concerning that my privacy was compromised in such a way. I am eager to resolve this situation and understand how it occurred. The person who used my account is in close proximity to your home office, John Zeller at [redacted] Marshview CT, Victoria, MN.

Hello, I'm David Fleeson. I'm reaching out to express my frustration regarding my order with the reference number BBY01 [redacted]05 that hasn't been delivered. I've tried numerous times over several days to contact customer service about my missing order, but with no success. Despite promises of callbacks within three hours, they never materialize. Navigating through your website has also been a challenge, as I initially made the purchase as a guest in a rush, and now find it difficult to track my package or speak to a representative due to being forced to go through my newly created account. I had purchased an expensive $[redacted] set of headphones, which seems to have vanished along with my money. I doubt I will receive a reply, but I felt it was important to bring attention to this issue. Unfortunately, this experience has led me to reconsider future business with Best Buy, and it seems I'll have to accept the loss of $[redacted].

I was attempting to have my screen saver replaced, but the associate informed me he couldn't touch my phone due to health and safety regulations. When I requested to speak to the manager, John John came over. I inquired if he trained his staff to speak in such a manner, and he mentioned he had experienced multiple confrontations that day. John John accused me of being difficult and twisted my words, even suggesting that I may lie if I contact the corporate office. He became hostile and refused to assist me, which left me extremely disappointed. His inability to handle the situation was evident, and I believe this interaction would be a valuable training example of what not to do.