Best Buy Customer Service Issues

While shopping at [redacted] E Fordham Rd in Bronx, NY, a staff member directed me to the Home Theater Department when I wanted to buy a washing machine. However, the short, Hispanic male assistant with reddish facial hair was unhelpful and dismissive. I attempted to ask questions and explore online options, but he was unresponsive. Feeling frustrated, I confronted him about his lack of customer service skills before seeking out the floor manager, Cesar, for assistance in the cell phones department.

I recently received an email that appeared to be from GEEK SQUAD, stating my service would automatically renew for $[redacted].99 USD. After calling the number listed and leaving a message, I realized it wasn't actually GEEK SQUAD. I contacted their customer service to report the email. Please see the email below: Hi, This email supposedly from GEEK SQUAD is regarding an automatic renewal of your service contract for $[redacted].99 USD. If you wish to cancel, call +1 [redacted]. Make sure to be in front of your computer for cancellation. If no action is taken, the contract will renew automatically. Please disregard this email if you want to maintain our service. Thank you. Regards, Richard Dawson Senior Manager, GEEK SQUAD

I purchased a Norstrom gift card at Best Buy under the impression that the store was open in Puerto Rico. However, Norstrom has been closed since September 20, [redacted], similar to the situation at your store in Rio Hondo, Bayamon. The gift card was intended for my mother's birthday, and when I tried to exchange it with the receipt, the manager, Gilberto, at Best Buy was disrespectful and refused the exchange. Despite being a loyal customer for over 7 years with a Best Buy credit card, he suggested I file a complaint if I wasn't pleased with his decision. Disappointed by his attitude, I feel compelled to express my dissatisfaction with his unprofessional behavior. I hope this issue can be addressed promptly. Thank you for your attention. H.G.

I recently purchased a refrigerator with order number [redacted][redacted]. The delivery was delayed twice, and upon arrival, the installers were not as helpful as expected. I had to assist in disassembling and reassembling the refrigerator and had to level it myself. The installer damaged my front door and scratched the floor. The installation finished late, causing me to miss the return of a U-haul truck, incurring additional charges. Despite speaking to a supervisor named Renee who promised follow-up and a call from Best Buy Corporate, none of this happened. My experience with Best Buy has been extremely disappointing, and I am hesitant to make future purchases there or recommend it to others. I am seeking resolution for these issues.

I am disappointed with Best Buy's customer service, specifically the Geek Squad support. I bought a $[redacted] Samsung Q7 75-inch TV in May [redacted]. It developed issues at the end of June, and after a month and a half, I was informed that the TV needed to be replaced. Best Buy offered me two gift cards totaling $[redacted], stating the TV had depreciated. I find this unfair as it took Geek Squad over a month to diagnose the problem. I believe I should receive a full refund given the circumstances. I have also made additional purchases totaling $[redacted] around the same time. I hope Best Buy will address this issue and reach out to me using the email associated with my purchases.

I am Kristin Seymour contacting you regarding my recent interaction with Best Buy's chat support. I spent over an hour discussing how to apply the $50 student discount to the iMac deal of the day, specifically the 21-inch screen model with SKU number [redacted]. Just as I was about to make the purchase, the price reverted back to its original value. Fortunately, the representative not only secured the $50 discount but also guaranteed the deal of the day price at $[redacted].99, resulting in a total of $[redacted].99 before taxes. The supervisor, Jason Webb, and Fred Kennedy assured me that I could pay the listed price and later receive the price adjustment. I was unable to reach them after they closed at 2 a.m. However, I have received an email with the conversation details, an order number (BBY01-[redacted]96), a member number, and a SKU number. I requested pickup at the North Palm Beach location, yet the order still shows West Palm Beach. I urgently need assistance rectifying this issue and ensuring the correct price is reflected. Your prompt attention to this matter is greatly appreciated. Please reach out to me as soon as possible. Thank you.

Yesterday, August 21, I returned a Samsung S7 unlocked phone as it was slow and cumbersome. Despite resetting it three times and reloading apps, it kept slowing down. I was charged a $35 return fee for a defective phone. At the store, I bought a Sony Experia XA2 Ultra. Today, I received an email advertisement from Fry's Electronics offering the same phone for $50 less than what I paid at Best Buy, frustrating me further. The store refused to refund the price difference, making me lose $85. The manager's suggestion to return the phone again and repurchase it at Fry's for a $15 savings angered me. I have decided not to return to Best Buy and plan to share my experience online. Customer service refused to address my concerns via email, showing a lack of care. Best Buy's lack of customer service and product support have led me to boycott them.

Following a recent phone call, where I was informed that head office would reach out within seven business days, I decided to document my concerns via email. I purchased a tripod and a high-value lens for my camera from Best Buy, after being directed to order online following a store visit. While the tripod arrived promptly, I have yet to receive the essential lens, critical for an upcoming wedding photography gig. Upon attempting to track the order, it was inexplicably missing from the system, despite my VISA card being charged $[redacted]. The agent mentioned that their records show I already received the lens, which is not the case. I am requesting a refund to my VISA or delivery of the lens by Friday to mitigate the inconvenience. Your prompt attention to this matter is appreciated as I urgently need the lens. Thank you for your understanding. Best regards, E.M. (Please note: The email below appears to contradict the situation I'm facing. I look forward to resolving this discrepancy.) --- Dear Elizabeth, Your Canon EF 50mm f/1.4 USM Lens has been shipped. Please allow up to 24 hours to track the shipment. Find your receipt attached, and track your order by visiting our Order Status page with the provided Shipping ID. Best regards, BestBuy Canada

I bought a 65-inch Samsung curved TV and a 2-year extended warranty at the Mesa store back in October [redacted]. A week later, we contacted Best Buy because the TV was displaying faded colors and jumping. They replaced the TV with no issues. But now, we've seen a black stripe down the middle of the screen and when we contacted Best Buy, they said we no longer have the extended warranty. Apparently, when they replaced the TV the first time, they unintentionally canceled both the TV purchase and the warranty. Unfortunately, we were not notified about this cancellation. We are now facing a repair cost of over $1,[redacted] with no protection plan. As retired individuals relying on social security, we are in a tough spot. Can you provide any assistance in this matter?

I bought a TV for my daughter's college dorm, but when we unpacked it, the screen was cracked. I took it back to the store in Metairie, Louisiana, and they confirmed the damage. Though the warranty didn't cover it, they refunded it. While looking for a new TV, we overheard the store manager accusing us of lying. This was a disappointing experience, and the manager's behavior was unacceptable. Despite being a loyal customer, we left without purchasing a new TV. It was disheartening, and I felt compelled to share my dissatisfaction. I hope to hear back about this matter. Thank you. - E. N.

I recently purchased a TV for my daughter to use in college. Unfortunately, when we set it up in her dorm room, we discovered that the screen was cracked. I returned the TV to the store in Metairie, Louisiana and customer service confirmed the damage. Despite the warranty not covering the broken screen, they refunded the warranty. While browsing for a replacement TV, I overheard the store manager loudly accusing us of lying to her staff and laughing about it. Feeling disrespected, we left the store without purchasing a new TV. This behavior was unexpected and unprofessional. I have never encountered such treatment as a long-time customer. I would appreciate a prompt response regarding this matter. Thank you.

I visited Best Buy last Thursday to have my phone repaired, but it's been a week and it's still not fixed. They initially said they needed to order a part, but they didn't do it until after I called them multiple times. Additionally, despite their claim of fixing it the same day, an employee admitted it would take at least two days. I feel frustrated as the staff seems bothered when I ask them to do their job. It's been a week, and I haven't had the chance to have my phone fixed. The service I received is far from satisfactory, especially since I was misled by the advertised promise of same-day repair.

I purchased a pair of Beats headphones for my daughter as a Christmas gift. Unfortunately, one of the earbuds became loose. When I visited Best Buy, I was informed that they could send the headphones for repairs, and if they couldn't fix them, they might replace them due to the recent purchase in December. However, I received a call from the Geek Squad, stating that Apple wouldn't cover the issue, and I would need to buy a new pair. I am disappointed by Best Buy's lack of help and the suggestion that I should have purchased an extended warranty like AppleCare during the $[redacted] transaction. No one asked me about extended care during the purchase, and I assumed a guarantee would exist within the first year. The customer service representative mentioned I could have the headphones returned, but if I didn't want to buy a new pair, they weren't sure what to do. I am frustrated by the lack of concern and customer service. I have decided to cancel my Best Buy card and shop for electronics on Amazon moving forward.

In the past month, I've had two disappointing experiences. First, I bought a geek squad warranty for my phone and when I needed to fix the speaker and battery, they asked for $[redacted] for a replacement. Considering I owe less than $[redacted] on the phone, it doesn't seem worth it. Secondly, after I called Best Buy during a sale to hold a phone for me, they sold it before I arrived, although they initially agreed to keep it aside. These incidents made me question the service I used to enjoy from Best Buy. Previously, I found the staff knowledgeable and helpful, but now I feel differently. Thank you for listening, Cole.

I placed an order for a laptop and other items through PayPal today at 4 pm, and I am yet to receive my purchase. The funds have been deducted from my PayPal account, and I am unable to go to the store to pick it up. If the issue is not resolved promptly, I will have to borrow money for school supplies. After researching on forum.bestbuy.com, it seems like Best Buy may delay refunds for an extended period. If I do not have a resolution by tonight, I will escalate the matter to PayPal to address the ongoing situation, as I have come across similar complaints from other customers regarding Best Buy's refund process.

I encountered difficulty returning a $31.97 flip phone at the South Charleston WV store on US [redacted]. Despite providing a bank printout of the transaction, I faced challenges with five employees who were unable to process my refund. The supervisor eventually delegated the task to four different staff members, leading to a significant waste of time. I have been waiting for my refund as I was informed that the computers may be off during weekends in WV. The treatment I received was unacceptable, particularly considering my loyalty to Best Buy. Despite being a loyal customer, I feel I was harassed and disrespected by the employees at the store. I believe there is a need for better customer service training for the staff. As a 65-year-old handicapped individual, I expect to be treated with respect and professionalism when dealing with any establishment.

I recently bought wireless earphones that stopped working within a few months, so I got another pair with a replacement warranty. When I tried to get a replacement under the warranty since the earphones had failed again, I was informed they no longer stocked the item. I was willing to accept any brand as a replacement, assuming it would be hassle-free, but I was asked to pay an extra $6 for the least expensive brand available. Additionally, I couldn't purchase a warranty for the replacement. I feel the policy is unjust as free replacement should truly be free, regardless of the item's price. I also had a negative interaction with two employees at the store when I asked a quick question. Despite this, most of the staff were helpful and friendly. Thank you for addressing these concerns.

Regarding order #BBYTX-[redacted]22, I am reaching out to address the challenges I faced with my Best Buy Samsung washer and dryer installation at my Texas condo. I am currently deployed in Afghanistan and made multiple trips to Texas for installation attempts. During the first attempt, the washer was damaged and had to be returned. On the second try, installers claimed I lacked a necessary "stacking bar," despite me having all required items. The third attempt was thwarted by corroded valves, requiring a separate plumber to complete the installation at an additional cost of $[redacted]. This frustrating experience, including the time and expenses incurred, has left me hesitant to purchase future appliances from Best Buy. I kindly request a credit or discount as a loyal customer to address the inconvenience and costs I have faced. I am disappointed with the service received and urge for a resolution from Best Buy's management. Thank you. Mary A., Esq.

I've spent half an hour on two phone calls trying to reschedule the delivery and installation of an over-the-range microwave. I was repeatedly asked for my name, address, and phone number six times in total during these calls. Eventually, I received a text with a rescheduled time for Saturday, September 1, either from 12 to 4 or from 11 to 3. Although I'll be home all day, I hope I won't have to provide my details again.

I bought a Google Pixel 2 XL as an upgrade for my wife's line on our Verizon account. The purchase was made online on 7/21/[redacted] (order #BBY01-[redacted]06) and collected in-store on 7/22/[redacted] (store [redacted], Walker, MI). During the purchase, the Pixel 2 XL had a $[redacted].00 discount off the retail price, applied as a down payment to Verizon, with remaining payments of $22.91/month for 24 months. Unfortunately, the phone turned out to be faulty, and when we tried to return it on 7/31/[redacted], the store explained that due to the online order, we could only get a refund, not an exchange. After contacting customer service, we were directed to the only store nearby with a Pixel 2 XL in Holland, MI (store #[redacted]). In Holland, MI, they determined the original phone was defective, exchanged it, and confirmed the functionality of the new device before I left. However, upon receiving the new Verizon bill, we noticed a discrepancy - the bill does not reflect the $[redacted].00 down payment as part of the installment agreement for the Pixel 2 XL. I believe this error should be rectified, and the $[redacted].00 down payment, originally part of the pixel 2 XL sale price, should be applied to my Verizon account as agreed.