Best Buy Customer Service Issues

Subject: Dissatisfaction with Samsung S9 Purchase and Customer Service Experience Dear Sirs, On June 10, [redacted], I bought a Samsung S9 at your University Park store in Sarasota, Florida. The salesperson was exceptional, although the process took about an hour and a half. A week ago, the phone's battery stopped charging correctly. Visiting Best Buy where I purchased the phone, I had to wait 15 minutes for assistance. The staff informed me that with Geek Squad insurance, I had two choices: pay $[redacted] for a refurbished phone or contact Samsung for repairs. After contacting Samsung and conducting tests, I was advised to mail the new phone to their repair center for a 9 to 10-day turnaround. I am disappointed with this resolution as it seems inadequate considering my purchase and insurance arrangements. I have previously bought phones from Verizon without such prolonged service times or repair delays. Having to endure a 10-day repair process for an essential device is unacceptable in today's fast-paced world. This experience has led me to reconsider future phone purchases at Best Buy. Sincerely, Ron

I recently bought a new camera and accessories from BestBuy.com. Along with the camera, I purchased a replacement battery (NB13L) from the link provided in my order #BBY01-[redacted]12. The problem is that the recommended travel charger displayed on the page does not specify compatibility with the NB13L battery. I received a list of compatible batteries with the charger, but it does not include the NB13L. I need to exchange the charger but struggling to find one that mentions compatibility with the NB13L. If you could suggest an alternative or provide guidance on returning the current one within the 15-day window, I would greatly appreciate it. Thank you. Best, Stephanie N. Shoals Chamber of Commerce

I am looking to retrieve a past receipt for a MacBook Pro purchased at the Best Buy store on Northern Blvd in Long Island City, Queens. The purchase was made on Black Friday, November 28th, [redacted], in person without being tied to any account. I used phone number [redacted] for the transaction. The payment was made with a card from either Chase or Citibank belonging to Thanh Chi Vu. Additionally, a Best Buy tax exemption card under the same name and number was used.

Hello, I am Sam Han from South Korea. I am reaching out regarding my niece's phone issue related to a credit card transaction. She purchased an iPhone 6s with AppleCare from Best Buy in Youngstown, OH [redacted] on September 22, [redacted], with the product code [redacted]0. The monthly AppleCare charge of approximately $8 has been billed to her parent's credit card for 13 months since the original purchase. Her parents have recently decided to stop the monthly payments for the AppleCare service. She is worried about any potential credit problems in the USA due to this action. She has only been in the USA for a few months and returned to South Korea 13 months ago. Currently, she is only using the phone for Wi-Fi purposes. Any assistance in resolving this matter would be greatly appreciated. Thank you. Best regards, Sam Han

I recently paid off my phone with Verizon and visited the Best Buy store in Oakdale, MN to purchase a new Galaxy S9+. While in the store, I discovered a different deal for an unlocked S9+ where I could receive a $[redacted] discount on a Samsung Chromebook. Despite conflicting information from the technicians, I believe I should only have to pay $[redacted].99 for this deal instead of the over $[redacted].00 they mentioned. I have already contacted online support and the store, but they were unable to resolve the issue without me returning to the store. I hope someone can assist me as a loyal customer who frequents Best Buy for various electronics. I am simply requesting clarification on the deal to receive the correct discount on the Chromebook, which I could have taken care of during my initial visit.

I recently spoke with a customer service agent from Best Buy regarding my warranty request for my refrigerator. During the conversation, I requested that Best Buy cover the 3-year warranty that I paid for. The representative mentioned that I wanted to be compensated for the haul away service as well. I agreed to this, and he mentioned it would appear as a credit card payment. However, I later realized that the refund issued was for both the haul away and the warranty, which is not what I requested. I am seeking for Best Buy to honor the 3-year warranty at no additional cost, and I also need assistance from the Geek Squad as an item fell from the bottom freezer, rendering it unusable. This caused spoilage of my food and inconvenience with two non-working fridges at home. I am also concerned about a scratch on the floor that was not addressed. I hope to have this matter resolved promptly. Thank you.

I am a beginner wildlife videographer with trail cameras set up in the woods 24/7 and enjoy recording live wildlife from ground blinds using a Sony Handycam. I am seeking advice on how to edit and merge segment videos from my trail cameras and camcorder to create a full-length video. I would like to know what equipment is necessary for editing and consolidating the short 30-second clips and longer MTS videos from my two devices. Currently, I use an HP laptop from Best Buy to view and save the footage from SD cards onto USB storage for viewing on a smart TV. What additional equipment would I need to edit and merge these clips into a cohesive wildlife video?

I recently tried to return a WiFi device on July 27, [redacted], with transaction number [redacted]90-[redacted]-BBY, but it was denied by TRE due to returning too many items within a period. What frustrates me is the lack of awareness about this return policy. Despite being a loyal customer with purchases dating back to [redacted], including items like a Sony Bravia TV, iMAC desktop, Apple laptop, and Geek Squad services, my returns were still denied. When seeking resolution, I faced difficulty as BB reps redirected me to TRE without offering a satisfactory solution. The situation escalated when TRE failed to provide a return report promptly. Each return was related to items bought from BB, including those needed post-Hurricane Harvey and home reconstruction. I urge reconsideration of BB's screening criteria for customers and request the ability to address such issues at the store level to save time and frustration. Thank you. Best, M.W. [redacted] [redacted]

Regarding order #BBY01-[redacted]58, my family and I were in the U.S. for a 3-week medical visit. I placed an order for a television, headphones, and an Apple charger wire together, all with an expected delivery date of July 31, [redacted]. While the TV arrived on time, the headphones and charger wire have not been delivered. Despite the due date passing, my family had to leave by August 3, [redacted], just three days after the expected delivery date. The items are still marked as "shipping." As my family is now in the Bahamas, is it possible to change the shipping address to a courier service based in Bahamian Florida? Alternatively, if necessary, can the order be cancelled since I do not see that option anywhere? I would appreciate advice on how to proceed. Thank you.

Hello, I recently purchased a Dell XPS 15, model XPS9575-[redacted], and have encountered a concerning issue with overheating. Upon initial use, the laptop felt excessively hot, with the fans quickly activating. Surprisingly, I had only begun downloading basic software updates at this point, not engaging in any heavy tasks. I noticed that the fans are functioning in the front and on the right side of the laptop, but there is no activity or visible fans on the left side. This imbalance contributes to the extreme warmth experienced on the left side. Despite the overheating, the laptop performs well with no noticeable lagging during casual use. The charger also becomes quite warm during operation. I would appreciate any insights into why this overheating occurs and how to address it effectively. Thank you, Hayate

I visited the store to buy an Apple Watch, priced at $[redacted] plus tax. However, I noticed it advertised on three different websites at Best Buy for $[redacted]. There was even a red clearance tag on the same model in the store. The salesperson was unaware of the online price and only had it listed as $[redacted] in their system. Despite showing her the online ads, I was not given the discount and had to pay the full $[redacted]. As it was closing time and I needed it for a birthday gift, I had no choice but to purchase it. If I find it cheaper elsewhere, I plan to return it. It's frustrating when advertised prices are not honored.

Hello, I wanted to share my recent experience at Best Buy regarding purchasing a new MacBook Pro. On July 27th, I came across the student discount and trade-in option for my current MacBook Pro. After contacting customer service, I visited the Riverhead, New York store to proceed with the trade-in. However, I was informed that the trade-in process needed to be done via mail for an e-gift certificate. Despite mailing my MacBook on July 28th, I have yet to receive the gift card. As the student discount was expiring on August 4th, I contacted customer service multiple times but faced confusion and delays. It is frustrating not being able to utilize the discount and purchase the laptop during a one-day sale. I hope to resolve this issue promptly and acquire the new MacBook as intended. Thank you, Briana W.

I purchased a Norelco beard trimmer for a family member incarcerated. The order was mistakenly sent through UPS, as the shipping method was unclear on the website, and the prison does not accept UPS deliveries. They will be returning the item to you. I am happy to cover any additional fees to have it resent. The prison had a strict order placement deadline before 8/02/18. If possible, can you please resend the order via regular US mail with the original order date to meet the prison's requirements? This would greatly satisfy me.

I recently purchased a Norelco beard trimmer for a family member who is in prison. I realized that I mistakenly chose UPS for delivery, which the prison does not accept. The order will be returned to Best Buy. I assumed the lowest-priced shipping option would be USPS, but this was not the case. The prison had a deadline for orders that has now passed. If possible, I would like the order to be reshipped via USPS and show the original order date (08/01/18) on the invoice. I am willing to pay an additional fee for the reshipment. Order Number: BBY01-[redacted]14 Order Date: Aug 01, [redacted] Email: [redacted] Phone: [redacted]

I recently placed an order for a Norelco beard trimmer for a family member in prison. The order number is BBY01-[redacted]14 with an order date of August 1, [redacted]. You can reach me at [redacted] or [redacted]. Unfortunately, I mistakenly selected UPS as the delivery service, and the prison won't accept it. There's also a time constraint for these orders which has passed. I kindly request that (1) the order be reshipped via US Postal Service to the same address, and (2) the invoice be dated the original purchase date of 08/01/18. I'm willing to cover any additional charges for this service. Thank you for helping me resolve this issue efficiently.

I purchased Skullcandy earphones for my cousin at Best Buy in the US last year, which comes with a 2-year international warranty. Recently, the left earpiece stopped working, and despite contacting Skullcandy customer service in India, which is managed by Brandeyes, I was informed that a valid invoice is required for the replacement. I have attached documents as proof but was asked for the original invoice. I am seeking advice and approval for the replacement process to proceed. The response I received from Brandeyes requested a valid proof of purchase, specifically a GST/VAT invoice. The ticket number for my query is [redacted]. The order number for Best Buy is BBY01-[redacted]68, with store pickup in MN.

I purchased a GoPro Hero 5 Session with a two-year warranty on 2/14/18. Currently, I am facing battery and overheating problems with the camera. Initially, I was informed that I could return it for a new one. However, I recently found out that the Hero 5 Session is no longer available. Today, on 8/6/18, when I visited the store, I was given two choices: accept a lower model, the Hero, or pay an additional $[redacted] for the Hero 5. I believe this is unfair as I was assured a direct replacement. I am not willing to settle for a lower model nor should I have to pay more for an equivalent or better one. I understand that products get discontinued, but that shouldn't impact my warranty. If the store no longer carries the item, I should be entitled to the next best alternative rather than a downgrade. This experience has left me dissatisfied, and I hope for a resolution as I am stuck with a defective camera just six months after the purchase.

Hello, I would appreciate it if you could escalate my concern to a supervisor. On July 26, [redacted], I made an order (BBY01-[redacted]92). Yesterday, when I checked my account to track the status, it showed that the item was delivered in my mailbox in Colorado Springs. However, I did not receive it. The delivery was addressed to my office in a large building where I am the only employee in my suite and the sole recipient of mail. I reviewed our security footage to check for any deliveries other than regular envelopes, but nothing out of the ordinary was found. I also inquired with neighboring offices without any luck. I strongly believe there was a misdelivery and would appreciate your assistance in resolving this matter. Thank you, M. R. Garrison

Hello, I would like to request assistance from a supervisor regarding my recent order (BBY01-[redacted]92) placed on July 26, [redacted]. Upon checking the tracking information in my account yesterday, it stated that the item was delivered to my office mailbox in COLORADO SPRINGS, CO [redacted] at 3:34 pm on July 30, [redacted]. However, I did not receive the package. I am the sole employee in my specific office suite, and after reviewing security footage, I did not see the mail carrier deliver anything other than regular envelopes. I have also checked with other offices in the building, but the package is not with them. I believe there may have been a misdelivery. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

Subject: Assistance Needed with Returned Order Dear Onlinesupport, I am reaching out regarding a recent order I placed for a Norelco beard trimmer (order # BBY01-[redacted]14) for a family member in prison. Unfortunately, I have since learned that the prison only accepts deliveries via USPS, and my order was shipped using a different method in error. This oversight means that the order will be returned to you. I acknowledge my mistake, but I am hopeful that we can rectify this situation. I have two specific concerns: 1. Do you offer delivery via USPS? 2. Can the order be reshipped with the original order date to meet the prison's deadline, which was 08/02/18 (order placed on 08/01/18)? I am willing to cover the costs associated with reshipping the order. Upon receipt of the returned package, please email me the shipping charges so that I can promptly arrange payment. I appreciate your attention to this matter and eagerly await your response. Thank you for your assistance. Sincerely, H.W.