Best Buy Customer Service Issues

I dropped off my Lenovo IdeaPad 330s at the Lutherville store on 9/9/21 due to the "preparing automatic repair" error. I had a pick-up scheduled for 4:20 on 9/12/21. However, upon arrival, I was informed that they couldn't repair it, citing a hardware issue or a bad motherboard. I bought the laptop on 7/5/19 for $[redacted].99 and discovered I didn't have hardware insurance. When I mentioned this was my second such experience, the manager's response was unprofessional, telling me not to buy Lenovo again. Upon researching online, I found a solution by troubleshooting and resetting the computer myself within 10 minutes. Despite being without my device for 4 days, I found the customer service to be the worst I've encountered. I plan to leave reviews about my disappointing experience and believe I should receive compensation for the poor service and the failure to address the issue promptly. I am very frustrated.

I placed an order for a clothes dryer on 9/8/21 with a delivery scheduled for today, 9/14. However, I received an email asking me to reschedule. I tried to reschedule by contacting two agents on Best Buy's national phone line. The first agent rescheduled it for 9/16 but never sent the confirmation email or text. The second agent said they would check the order but never returned. I took matters into my own hands and rescheduled online. I also reached out to my local Best Buy store at Tuttle Crossing and spoke to a gentleman, possibly a manager, who confirmed the new delivery date as Thursday, 9/16. Despite this, I received an email at 2:42 today prompting me to schedule my appointment, even though I had already done so an hour and a half prior. The whole ordeal has taken up much of my day off. My Order # is BBY01-[redacted]56, and I am very frustrated with this experience.

I bought a dishwasher on May 27, [redacted], but had to cancel because it didn't fit. I was told the refund of $[redacted].97 would be credited back to my credit card. Despite waiting months and contacting the company multiple times, I have yet to receive it. They provided me with case number [redacted]38. I've been patient, but I feel like the company is not taking me seriously and it's unacceptable. I refuse to give up on getting my money back. Carolyn Murray [redacted] Lefevre Inn Drive Ashburn, VA [redacted]

Order# BBY01-[redacted]53 Phone # [redacted] I received a phone message reminding me of my appointment tomorrow with a Geek Squad technician to assist with my new TV. Unfortunately, the address provided in the message is incomplete, stating only Forest Avenue without a street number or apartment number. My full address is [redacted] Forest Avenue, Apt 2C, Staten Island, NY [redacted]. It's crucial for the store managing this appointment to have the correct address to avoid any confusion. Although the TV was delivered and installed on 9/14, the delivery person had to contact me for the complete address. Additionally, the store informed them there was no credit card on file, which was inaccurate, leading to a Pay by Link arrangement. This miscommunication between the store and delivery service can lead to unnecessary complications. I hope this feedback reaches the relevant parties in time for my scheduled delivery tomorrow between 12:00 PM and 8:00 PM. Thank you, Mari

I have returned these items and am awaiting my refund. Online Order Number: BBY01-[redacted]18 Sep 9, [redacted] Magnolia 14" Square Replacement Grille for R1C and R1CSUR Sonance In-Ceiling Speakers - Paintable White Qty: 1 Shipping Address: ARMEN KIKESHIAN [redacted] WENDOVER RD LA CANADA FLINTRIDGE, CA [redacted] Return Request Confirmed Please ensure the item is received before October 26 to process the refund. Magnolia Square Replacement Grille for Sonance R10SUB Subwoofer (Each) - Paintable White Qty: 1 Shipping Address: ARMEN KIKESHIAN [redacted] WENDOVER RD LA CANADA FLINTRIDGE, CA [redacted] Return Request Confirmed Requesting assistance with receiving the refund for the returned items.

On Thursday, September 23rd, I reached out to Best Buy's customer support twice to request a copy of a receipt. I contacted them in the morning and again late in the afternoon when the receipt was not yet sent by email as promised. As of Wednesday, September 29th, I still have not received the receipt. I also encountered issues trying to create an account as I couldn't log into the one associated with my phone number, resulting in two separate accounts. When I spoke to Customer Service, they mentioned it would take 5 to 7 business days to merge the accounts. The overall support I've received has been insufficient and frustrating. This experience has been discouraging and makes me hesitant to continue shopping with Best Buy due to the delays and lack of resolution on simple matters.

My daughter visited Best Buy to upgrade to an iPhone 11. The employee assisting her mistakenly transferred the Apple Care from her old phone to the new iPhone 11 instead of adding new coverage. This error has left us without Apple Care for the intended phone that was meant for me. I am very disappointed as this was supposed to be my final phone, and Apple Care was essential. I would appreciate assistance in contacting the corporate office of Best Buy to resolve this matter. I believe they should compensate us with either an iPhone X with Apple Care, a new iPhone 11, or a regular iPhone 12 with 128GB. As loyal customers of Best Buy for over a decade, we have always trusted and praised their expertise, efficiency, and quality products at reasonable prices. This incident has left me extremely upset. Sincerely, Donna

I am having trouble purchasing an LG Electric Range at Best Buy, as it shows as unavailable. However, Lowes has over [redacted] of them in stock. I also intended to purchase an LG Electric Range, LG Washer, and LG Dryer. When I contacted Best Buy Customer Service, their automated system suggested a wait time of 9 hours and 31 minutes, which is incredibly long. I then tried calling the local store, and after being routed back to the national phone line, I faced an 8-minute wait time that turned into 20 minutes before I gave up. This level of customer service is disappointing, as it seems more geared towards saving money rather than assisting customers effectively. Despite having a history of purchasing appliances and electronics from Best Buy, I am reconsidering future purchases. The offer of a Totaltech Membership for $[redacted].00 was also unclear to me when I tried to inquire about it with a chat representative. While Best Buy may have a good reputation on Wall Street, their performance on Main Street seems lacking.

I received an order scheduled for delivery on October 4, [redacted], but as I needed the item urgently, I bought it from Office Depot at a lower price. Despite canceling the order through customer service and contacting FedEx, the item was unexpectedly delivered today. I was promised a credit of $54.58 for the inconvenience caused. However, my attempts to follow up with customer service have been frustrating, with long wait times and being disconnected. I am disappointed by this poor customer service experience and request a call from a CSR Manager to address the late delivery issue. I can be reached at [redacted]. I demand that Best Buy arrange for the return of the item from my residence at their expense due to their mistake. If there are further attempts to charge my credit card, I will dispute the transaction. I expect prompt resolution, or I will escalate the matter to the corporate office to express my dissatisfaction with the service provided. - Thomas C Causin Jr.

I will not be shopping at Best Buy again. I placed an order for a Kicker CompC 8-inch subwoofer but needed to cancel and switch to the 10-inch version. Despite my efforts, I could not cancel the order online or through Customer Service due to it being "processing." I was told to accept the delivery and return it to a store for a refund. Frustrated, I then ordered the 10-inch subwoofer in open box excellent condition before being refunded for the first order, but the delivery was delayed. After a series of issues with trying to select a store pickup, I was finally able to arrange it with Customer Service, only to find out the store closed at 6:00 PM, not 8:00 PM as the website stated. To top it off, my second order was cancelled just as I arrived at the store. Disappointed with the experience, I decided to take my business elsewhere and found a better deal on Ebay. This will be my first and last interaction with Best Buy.

Yesterday, I visited three of your stores in Arden, Elk Grove, and Natomas in search of an unlocked Samsung or Pixel phone. Despite making my preferences clear, the associates in the stores kept promoting iPhones to me. In Elk Grove, I had to wait for about 10 minutes before someone assisted me. Then, when I explained that I needed a phone compatible with Visable, a Verizon-owned carrier, the associate tried to sign me up for a Verizon contract instead and walked away when I reiterated my requirements. When I called the Natomas store to check for the FE or Pixel 4, it took me a while to find an employee who seemed more interested in helping me after a brief encounter with someone in casual attire who turned out to be a staff member. This experience has made me consider returning the Dolby Atmos system I purchased from your store last week. You may check my account to verify my loyalty as a customer. Best, SW [redacted]

Hello, I recently purchased the newest generation Apple iPad Air with order number BBY01-[redacted]19. However, after a few weeks of use, I have encountered issues with it locking up and not running certain programs effectively. This has been frustrating as I bought it specifically for work as a registered nurse to access patient charts and educational materials. I attempted to return the iPad for a refund or store credit within 17 days of purchase, but was informed this was not possible. I am disappointed with this response, especially considering my long history of shopping at Best Buy stores since childhood. The iPad is in perfect condition and has been well cared for with a case and screen protector. I have attempted to address this issue through customer service without success, as I was met with unhelpful responses. I am reaching out for assistance with this matter or to be connected with someone at the corporate level who may be able to help me further. Thank you, Michael

I brought my laptop to Best Buy Geek Squad on 10/11/21 for diagnosis and repair. I picked it up on 10/14/21, only to encounter the same error after paying $[redacted] for the fix. Following a call to Geek Squad support, a representative advised me to bring the receipt to the store for a refund, assuring me I didn't need to bring the laptop. Relying on this information, I had someone else bring the receipt to collect the refund. However, upon arriving at the store, I was informed that I needed to have the laptop with me. Feeling misled, I realized my laptop was being repaired elsewhere. I urge Best Buy/Geek Squad to resolve this by refunding the $99 charged for a service that ultimately did not resolve the issue, causing unnecessary delays and inconveniences.

I placed an order for a DVD player with a 6-foot cord and 2-year coverage. I tried to pay using PayPal, but the payment was rejected, possibly due to a recent issue with a check that was processed twice. As I avoid keeping a large amount of money in my checking account, I tend to keep it in my Money Market account. I decided not to use my other card after the PayPal issue. However, despite not completing the payment, I received a confirmation email stating that my order was processed, but no delivery details were provided. I am confused because I thought I did not finalize the purchase. I am now concerned as my grocery order, which included Over the Counter medication from Walmart, has not been delivered either. I need assistance in understanding what has happened with both my orders.

My spouse purchased an over-the-range microwave six months ago with a scheduled delivery for 10/25/21 between 7-10 AM. Despite email and text reminders on the 24th, the delivery never arrived. Multiple calls to various customer service numbers only provided contradictory information about the status of the unit. After being transferred back and forth between departments and told different stories about the delay and delivery time changing to 6 PM, the microwave never arrived. Despite attempts to escalate the issue and numerous promises of follow-ups, the situation remains unresolved, with no clear information about the whereabouts of the unit. The lack of coordination and communication has been frustrating, leading to the desire to cancel the installation and potentially pick up the microwave from the store instead. The experience has been disappointing, especially after previously encountering difficulties with a Samsung microwave that had to be returned. The hope for better service by choosing Best Buy seems to have been misplaced.

I purchased three devices on the same day through two separate orders. I have received one device from one order and another device from the second order successfully. However, the Kitchenaid appliance from the order with number BBY01-[redacted]97 has not been delivered to me yet. The carrier involved is UPS, and the tracking number is 1ZE1F[redacted][redacted]. Unfortunately, UPS has been attempting delivery while I am at work, and they refuse to deliver the package to the locker room in my apartment complex. I have contacted both your company and UPS multiple times regarding this issue, but the problem persists. Each day, I receive an update stating that delivery was attempted but unsuccessful.

BestBuy Management, I am writing to address an issue with my recent order. Despite being a loyal online customer with the same shipping address, my order was marked as "returned" in the mobile app without it being delivered. I have not cancelled the order and expect it to be delivered today as originally scheduled. Please send me a text message notification to my phone at [redacted] when the item is due to arrive. Thank you, Rudy C. <[redacted]>

I have reached out to Best Buy for the third time regarding a refund request. I am following up on an order placed on November 1, [redacted], for an LG washing machine using order number [redacted][redacted]. The order was cancelled, and the total amount charged to my wife's Visa ending in [redacted] was $1,[redacted].77 under the name Carole A. Foryst. I have not received the refund promised within 24-48 hours despite contacting them on November 5 and November 8. If there are any delays, please provide me with the reason. You can reach me via email or leave a voicemail at [redacted]. Thank you for your attention to this matter. Jim Forestell

I have been attempting to purchase Aeropex Mini headphones for my wife online over the past two weeks. I have tried using both PayPal and my credit card, with no success. Despite only trying to order one pair, my orders keep getting cancelled by BestBuy for exceeding a purchase limit. Even after speaking with customer service, the issue remains unresolved. I was promised an email to update me on the situation, but never received it. Today, I attempted to order the headphones under my wife's name as a guest over a VPN, and encountered the same problem. I am frustrated with the difficulty in placing this order and am seeking a resolution.

Hello, I am writing to express my disappointment with the customer service I received at your West Des Moines, IA store. The employee's lack of assistance and their apparent disinterest in helping me were extremely frustrating. Instead of focusing on customer needs, they seemed more concerned with activities outside the store. The long line at customer service could have been managed better by the staff. I had inquiries about an outdoor speaker system for my garage and hot tub, and I specifically wanted to buy it from a physical store, not online. After driving 30 minutes each way to visit your store, I was let down by the overall experience. I hope this feedback helps improve the service at this location.