Best Buy Customer Service Issues

I purchased a Samsung refrigerator and other appliances from your store in December [redacted]. Unfortunately, the fridge stopped working last weekend causing all my freezer items to defrost. I am disappointed as my previous Kenmore fridge lasted 16 years without any issues. I contacted your customer service on Monday, July 6th, and was given the earliest appointment for Thursday, July 9th between 8:00 AM to 5:00 PM. I have a 3-year extended warranty with you. Despite trying to get a time window in the morning, I was only informed of the 8-5 timeframe. After multiple attempts, I finally spoke with a Geek Squad representative who provided me with a number to call and a ticket number. To my dismay, it turns out I didn't have an appointment scheduled due to missing information. The next available slot was on Thursday, July 16th. Being a senior citizen with a 90-year-old husband, I requested to speak with a manager for assistance without any luck. After reaching out to Best Buy again, a Supervisor promised to help but never followed up. Despite multiple calls and long wait times, the lack of proper communication and customer service is disheartening. I am considering reporting this experience with your company and the service provided.

I recently visited the Bestbuy store in Rochester (Greece) located at [redacted] W. Ridge Rd. NY and was disappointed by the lack of enforcement of the mask policy. Upon entering, I encountered two young men without masks standing too close behind me. After indicating the need for social distancing, they complied. As I shopped, I noticed they were walking around the store without masks. When I spoke to the manager about this, he mentioned the store's policy but admitted they couldn't enforce it strictly. Despite my concerns about the safety implications, the response seemed dismissive. I hope for a prompt and satisfactory resolution to this issue since I am a loyal Bestbuy customer. This experience has left me unsure about the safety of shopping at your stores, and I look forward to hearing from you soon. Thank you. - Vern

We have an appointment with a Best Buy technician coming to our home this afternoon between 12 p.m. and 8 p.m. We've been waiting all day and will be available this afternoon, even if they can't reach us by phone to confirm. Despite two missed calls, we're trying to communicate with Best Buy without success. I attempted calling them six times but haven't connected. Despite being given a direct access number by a Geek Squad member, it wasn't helpful. After researching online, I found a listed customer service number, [redacted], where the estimated wait time was two minutes, but upon calling, the automated message stated a waiting time of two hours. Can anyone advise on how to reach a live person at Best Buy?

I have a protection plan for my 50" Toshiba TV but the repair service providers have missed two appointments. Today I waited from 8:00-5:00 as instructed, but they never showed up or called. The first appointment was missed due to an error in the system. After being on hold for almost two hours, no new appointment was scheduled despite being transferred to a different department. The numbers provided to me are [redacted]2 and [redacted]7. I also tried the live chat with no response. My cell number is [redacted]. Sincerely, Hope C.

I was double-charged by Best Buy's Geek Squad for a $[redacted] subscription. After renewing on July 15, the card didn't go through for the download. I tried again on July 18, paying once more, but faced the same issue. Both transactions show on my Master Card statement. I contacted Master Card, and they confirmed the double payment and advised Best Buy owes me a refund. Despite my efforts, I couldn't reach Best Buy's hotline for assistance. If anyone can help, please contact me at [redacted].

Since 6/16, I've been eagerly anticipating the delivery of my washer and dryer set, originally scheduled for 7/6. Facing a delay as only one appliance was available, I chose to wait for both to be delivered simultaneously. After navigating multiple frustrating phone calls, including long waits and dropped calls, yesterday I spent over an hour on the phone to address the issue. Eventually, a supervisor offered to upgrade my order to available machines at no additional charge. However, today I noticed that I was charged the full price, with my original payment already processed. This oversight is disappointing and I expect a prompt resolution today. I plan to contact customer service again to address this matter, despite already investing significant time. This experience has significantly tarnished my view of Best Buy's service, and unless this is rectified satisfactorily, this will be our last purchase from the company this year.

I would like to discuss the issues with my account-related to an order made on 3/6/20 for a washer and dryer with order #[redacted][redacted]. Initially, only the dryer was delivered due to the washer being on back order. My contact number provided is [redacted], not [redacted]. After receiving both appliances, I discovered the washer was defective with loud noises during cycles. Despite efforts to have it replaced, the pickups were unsuccessful, causing frustration and multiple calls to Best Buy's support line. I have spent numerous hours trying to resolve this since March, with no success. The new order # for the pickup is [redacted][redacted] as per the email received. I urge for the correct contact number to be updated on the account and request a timely pickup scheduled for tomorrow, 7/28. The experience has been disappointing, and due to the lack of efficiency and respect for my time, I won't be making future purchases from Best Buy.

I had scheduled a battery replacement appointment with Geek Squad for my phone. While waiting, I encountered a situation where an individual had their mask improperly worn. Despite asking them politely to adjust it, they refused. Unfortunately, my attempt to seek assistance from a manager or associate was unsuccessful. This led to a misunderstanding that resulted in accusations being made against me, causing a distressing encounter with employees. Regrettably, the incident escalated, leading to police involvement and the loss of my appointment. Feeling shaken and concerned for my safety, I tried to address the issue with Best Buy's corporate offices without success. The experience at the Wheaton, MD store left me feeling uneasy and prompted me to advocate for a thorough investigation into their practices. I believe better training and appropriate measures must be implemented to ensure customer safety and prevent such incidents in the future.

I had an appointment scheduled with Geek Squad to replace my phone battery. While waiting in line, I noticed a person with the mask below their nose and politely asked them to adjust it. Despite my request, they refused. I tried to seek assistance from the employees but did not receive any help. The situation escalated as they accused me of using a derogatory term, which I did not. This led to multiple employees surrounding me without nametags. Despite feeling unsafe, I stayed for my appointment. Due to the misunderstanding, I lost my appointment and felt threatened. I attempted to contact Best Buy's corporate office, but faced difficulty. The experience at the Wheaton MD store was distressing, and I believe the situation warrants an investigation for racial bias and customer safety concerns. I urge for thorough retraining and appropriate actions to be taken to prevent such incidents in the future.

I would like to share our recent experience with Best Buy concerning orders [redacted]81 and [redacted]27. On July 16th, I ordered a refurbished LeNovo computer, but on the 17th, I was informed by PCS4CHEAP that it would be replaced with an HP ProBook [redacted] G2 Notebook PC. Despite expressing my disinterest in the substitution due to it not truly being an upgrade, I was subsequently told it would be shipped on July 20th. However, after inquiring on the 21st and 22nd about the arrival date with no response, I received a call on July 23rd from PCS4CHEAP informing me that they didn't have the Lenovo computer I originally ordered. They proposed other more expensive options and a $50 refund, but ultimately canceled my order, necessitating a new one. Following the promise of a $50 refund and the computer being shipped by the 28th, the revised estimated delivery date of August 5th is unacceptable as my accountant needs the computer sooner for work purposes, creating significant inconvenience. This level of service has been disappointing, and I had higher expectations when purchasing from Best Buy. Looking forward to hearing from you, Gilly.

I returned a MacBookPro 13.3” within the return period and it was received by the return department in Kentucky on June 30th. Despite multiple calls, I have not received a satisfactory resolution. Each time I contacted customer service, I was given the runaround, provided with various case numbers, and promised callbacks that never materialized. The supervisor eventually escalated the issue to an "Experience Manager," but details remain murky with no explanation given for the non-acceptance of the return. It's been a frustrating 30 days since the return was received, with no clear path towards a resolution in sight. This experience has left me disappointed and dissatisfied with Best Buy’s advertised "RETURN PROMISE," as the level of customer service provided falls far short of expectations.

I teach English to kids online and utilize various documents and programs on my browser along with a conferencing app to share my screen. During writing classes, I grant remote control of my mouse to students. Unfortunately, one student with programming skills gained access to my conferencing app, requiring me to reinstall it after losing control. Recently, the same student has affected my Chrome browser in a way that my microphone no longer functions on Google Hangouts. Although I've checked settings and permissions for both Hangouts and Chrome multiple times, my microphone remains dysfunctional in Hangouts. Surprisingly, even after trying Firefox and another device, the issue persists. It appears that this student has made changes to my browser that are impacting my Hangouts experience.

I bought a computer yesterday and while setting it up today, we realized we needed speakers. Unlike my husband's previous computer which had speakers in the monitor, the new setup required a cable to connect the monitor, which turned out to be unnecessary. We are considering returning the cable. Typically, when purchasing a new computer, we have professionals transfer data and explain the new system, but we were only able to get an appointment for two weeks from now. Despite wanting an all-in-one setup like mine, they said none were available. I am disappointed with the lack of information provided during the sale process, especially regarding the need for speakers. We relied on past experiences where we were given accurate information, even in Michigan when setting up my grandson's system. We feel misled, as we had asked about the data transfer assistance. Neither my husband nor I are tech-savvy. We hope for a refund on the cable. The appointment is scheduled for August 17th.

I recently tried to purchase a new iPhone using my existing BestBuy credit card. However, the person assisting me claimed that my credit was denied due to the card not being active for eight (8) months. He then proceeded to apply for a new card for me. Today, I received a letter from BestBuy Credit Services with Ref.# [redacted][redacted], mentioning an application for the My Best Buy Platinum card. This has left me confused. I wonder if the salesperson made an error or was trying to upgrade my card intentionally for personal gain. Subsequently, my bank notified me about a decrease in my credit score, which is concerning as I have never encountered this issue before. I am seeking clarification on this matter and would appreciate any incorrect notices to the credit bureau being corrected promptly. Thank you, W. Lenhard

I purchased memory from Best Buy to upgrade my Pavilion P66347c Desktop PC from 6GB to 16GB RAM. After installing it, I encountered a black screen. HP advised me to remove the 8GB sticks and use only 1, but it only recognized 4GB. They confirmed that the wrong memory was installed and helped me identify the correct one. After returning the incorrect memory and buying the right one, I still faced the black screen issue. The Geek Squad suggested I bring it to the Gilroy store, where it stayed for a week. They found a motherboard failure due to the incorrect memory. Best Buy Corporate was supposed to help, but after a frustrating 1.75-hour call where I was transferred 9 times and then hung up on, I haven't made progress. I seek assistance in resolving this matter promptly to have my desktop PC working again. Thank you for your attention and support in this unusual situation.

I am Donald S. and my phone number is [redacted]. My family bought two items on BESTBUY.COM, and one of them was a $25.00 Roblox gift card on 04/03/[redacted]. Despite multiple attempts, we have been unable to activate this gift card. Communication with ROBLOX, Best Buy gift card department, and Best Buy customer service has been unhelpful. Even after repeated calls, no resolution has been reached. We are requesting a refund for the $25.00 due to the extended delay in activating the card. I am a long-time loyal Best Buy customer and a GEEK Squad subscriber. The assistance received regarding this matter has been disappointing. Please contact me via [redacted] for a response. The email on file is [redacted], but I prefer responses to the Yahoo address. The Order number is 01-[redacted]23. I am extremely dissatisfied with the level of customer service from Best Buy.

Hello, I bought a Lenovo Yoga [redacted] (15") a year ago in San Juan, Puerto Rico, and I've been having screen flickering issues for over a month now. Many other Yoga users have described a hardware problem related to a cable becoming too tight when the device is used in tablet mode. Despite attempting several hard resets, the problem persists. This seems to be a common hardware issue with the Yoga [redacted] model. I couldn't have my laptop fixed earlier due to concerns for my family's health. Now that I can safely go to Best Buy, I discovered my warranty expired just two days ago, and they declined to assist me. I believe I should still be eligible for service under warranty since the problem began before it expired, and it was unsafe to seek assistance earlier. Thank you.

I had some performance issues with my computer, so I purchased a yearly Geek Squad package for assistance. After receiving a diagnostic call two weeks ago, the advice was to change the core cooler fan. I inquired about additional upgrades like the processor or RAM, being told only the RAM upgrade was optional. I requested the specifics for the cooler fan and RAM, acquired both based on the given information. The fan took long to arrive from Best Buy, while the RAM from another seller wasn't compatible as indicated upon returning to the store. Despite not receiving a courtesy call, I was informed my computer was ready; however, it wasn't adequately fixed. I paid $[redacted].00 for 32GB RAM that's yet to be installed. My resolution would be for Best Buy to exchange the incompatible RAM for the correct one and troubleshoot my computer's performance issues at no extra cost due to the errors made.

I bought a TIVO Bolt online for store pickup with no issues. Then, I tried to purchase a TIVO Mini, but they were out of stock. I ordered online and received another Bolt instead of the Mini. I called Best Buy multiple times to request a return label and exchange the extra Bolt for the Mini. After several calls, I finally got the label, but was informed the Mini now costs $75 more than what I paid for the returned Bolt. It was frustrating that it took five calls to get the label, and I expected to get the Mini at the price of the second Bolt. The representative kept suggesting I return it in-store, not understanding my store only offers pickup. This experience with Best Buy's customer service might drive me to consider alternatives with better service.

We ordered a [redacted]-can beverage cooler but received a 26-bottle wine cooler instead. After speaking with customer service, a new delivery was arranged, and the wine cooler was picked up by UPS on Monday. Surprisingly, we received the same wine cooler again on Wednesday. Despite being told the beverage cooler is now scheduled for delivery on 8.13.20, the mix-up remains unresolved. I have a UPS label to return the wine cooler, but I don't want to incur fees for scheduling the pickup, as this mistake is not on our end. Could someone please assist in arranging for UPS to pick up the wine cooler promptly to avoid additional charges on my credit card?