Best Buy Customer Service Issues

I placed an online order for the new Pokemon Let's Go Eevee Pokeball plus combo back in June and paid for everything. Unfortunately, it was sent to a different store than my usual pickup location. When I inquired at my regular store, they suggested canceling the order and directed me to customer service. However, upon reaching customer service, I was informed that I would need to repay the full price despite pre-ordering. Lacking the funds for a new purchase until the refund processed, I requested assistance but was met with confusion and multiple transfers, leaving me frustrated. After much wait and discussion with various staff, I finally spoke with a manager who helped me place a new order, but now I have to wait until tomorrow or a later date to receive the product. The whole ordeal was a disappointing and unpleasant customer service experience that I never expected.

My television stopped working, and I have a protection plan for in-home repairs. I contacted Geek Squad last Monday, and they scheduled an appointment for the following Thursday. Unfortunately, no one showed up, and I have been without my TV for five days. I received an automated message later that Thursday stating that my appointment was canceled. Despite calling Geek Squad and speaking to 12 different people, I keep getting disconnected. I have the protection plan and the receipt. Could you please assist me with an exchange? I appreciate your help. Thank you. - M.H. Email: [redacted]

I recently contacted customer service, but the representative I spoke to was confrontational and unhelpful. I'm reaching out here in hopes of receiving a better response. I noticed that your website sells two remote control cars with identical specifications and colors, one branded Sharper Image for $40 and the other branded Black Series for $60. Both items are the same. A store employee in Dedham even confirmed this and suggested I reach out to customer service for assistance. I simply wanted to purchase the Black Series car for the same price as the Sharper Image one, as I've already bought the Black Series model locally for my grandson and want them to match. Despite this legitimate and reasonable request, the customer service representative refused to help. I have been a loyal customer of BB for quite some time, regularly buying appliances, TVs, and video games. While I usually have positive experiences with intelligent and respectful staff, this encounter has left me feeling frustrated. I'm hoping to receive the support I need to resolve this matter. Thank you.

Subject: Concern Regarding Extended Warranty Dear Customer Service, I wanted to bring to your attention an issue I encountered regarding the extended warranty I purchased for my 55' Smart TV. I initially declined the warranty offered at the time of purchase on 7/29/17, opting to add the television to an existing plan. However, due to a change in rates with my previous provider, I returned to Store #[redacted] to acquire your extended warranty. Upon inquiry at the store, I was assured by a staff member that the warranty covered everything, which put my mind at ease as I have young relatives who visit occasionally. Satisfied with the coverage offered at a reasonable price, I made the purchase. Unfortunately, on 10/24/18, I experienced an issue with half of the screen displaying incorrectly, prompting a visit from Geek Squad. To my disappointment, I was informed that the problem was due to physical damage, which was not covered by the warranty. This came as a surprise since I was under the impression that all scenarios were included. Despite no visible external damage, it was explained that the issue was internal. My attempts to address the situation at Store #[redacted] have been met with challenges, as the manager, identified as Jim, has been unavailable and I feel I am being passed around without a resolution. The conflicting information provided about the warranty's coverage has led to frustration and regret over my purchase. As a loyal customer with past positive experiences with Best Buy, this incident has raised concerns about future purchases, particularly as I am in need of new appliances for my recently purchased home. Clarifying the extent of coverage under your warranty plans is vital to prevent similar misunderstandings in the future. I appreciate your attention to this matter and hope for a satisfactory resolution. Sincerely, J.S.

We purchased a Canon G3200 printer with the help of a salesperson who highlighted the large ink reservoirs as a cost-saving feature. We were unable to open the box before buying it. However, upon setting it up at home, we are disappointed to find it lacks essential features like automatic document feed, two-sided printing, and fax capability. Additionally, I am struggling to print from my iPad despite following all instructions. I am considering returning it for a more suitable printer. We have a history of purchasing electronics from Best Buy and have a Geek Squad Home plan. Until now, we have had positive experiences with their service and products.

Dear Best Buy customer service team, I had a distressing experience at your store recently that left me feeling humiliated and upset. I purchased a Parrot drone for $[redacted], but when I opened it at home with my boyfriend, we realized that the goggles inside were different from what was shown on the box. When we returned to the store to exchange it, I was accused of lying by the staff and treated poorly by both the worker and the police present. It was a terrible ordeal, and I felt unfairly targeted and embarrassed. The worker even tried to link me to a previous return that I had not made, adding to my frustration. I would like Best Buy to investigate this situation and provide me with the respect and fairness that every customer deserves.

I recently bought a new Sony 55-inch TV from my local Best Buy at the beginning of October. A few days later, I returned it for an open-box item that was cheaper. The TV was in good working condition when I returned it, but upon inspection by the staff, they found internal screen damage that I was unaware of. Despite my honesty and willingness to fix the issue, Best Buy and Sony have been unhelpful in resolving the matter. I have tried reaching out to Geek Squad and Sony customer service, but to no avail. Due to personal circumstances, it has taken me some time to address this matter. I would appreciate any assistance Corporate could provide to facilitate the repair of the TV, as I am willing to cover the costs. Thank you for your attention to this matter. Sincerely, Jason D.

I am experiencing difficulties placing an order on the website. Despite several attempts, each order I place gets canceled. After spending hours on the phone with customer service and being redirected to the Best Buy credit card site, no resolution has been found. I have attempted different approaches like changing account logins, credit cards, and even trying a different payment method. It seems there is a mismatch in my account causing verification issues. I would appreciate it if someone in the tech department could investigate why my information cannot be verified during the ordering process. I suspect there may be a discrepancy between my rewards points account name and the credit card account name. Identifying what criteria the website uses for verification would be helpful in resolving this ongoing issue.

I have a warranty for my Insignia Roku TV, which started having issues with the sleep mode, volume control, and losing internet service despite multiple repair attempts by Geek Squad. I initially used the Roku app to manage the TV after the remote stopped working, then resorted to a factory reset. Despite replacement parts and visits, the problems persist. I am frustrated with the situation and have requested a replacement as the issues have been ongoing for over a month. I am in contact with the Best Buy store in Findlay, Ohio. I am eagerly awaiting a resolution and hope to have a new TV soon.

I visited your North Haven Ct. store to buy a wall mount TV. I knew what I wanted and just wanted to purchase it and have it delivered. I arrived at 10:00 AM and was told by a salesman he would be with me shortly. After waiting for 40 minutes, I had to approach a blue-shirted employee for help. Despite other employees being around, none assisted me until I approached them. I left the store about an hour later. Do you think I'll return? In my opinion, Best Buy offers deals but is lacking in service; I will share my experience with others. I inquired at the Customer Service Center about customer comment cards, and I was directed to the website. Is this how you handle criticism?

I have made multiple purchases in the past couple of weeks and over a dozen in the last few months from Best Buy. Usually, I receive emails from them, but I recently found a mystery reward certificate email in my junk folder yesterday. Despite approving all emails from Best Buy and marking them as trusted, this particular email stated the mystery reward had to be claimed by 11/16, a date I was unaware of its existence until after the deadline. I would have gladly used it on one of my recent purchases. I have been a loyal customer, primarily focusing all my purchases on Best Buy. Upon checking my junk folder, I also discovered another time-sensitive email related to my Sling TV activation that had expired. I'm reaching out for any assistance you could provide in this matter.

I purchased a Bosch dishwasher online on 11-17-18 with the understanding that the price included delivery, installation, and removal of the old dishwasher. Best Buy confirmed over the phone that these services were included. Upon delivery today, the dishwasher was not installed, and my old dishwasher was not removed. After speaking with Adrian at the store, she rescheduled the installation for 11-23 between 12-6, only to later realize it was actually scheduled for the 27th, a day I cannot be home. This mistake was on Best Buy's end, not mine. I am considering returning the dishwasher and buying it elsewhere as I am now left without a dishwasher, especially inconvenient with guests coming on 11/22.

We purchased a washer and dryer online, and during delivery, the installer noticed a defect in the dryer and had to return it. After rescheduling for the next day between 12-4, we didn't receive any updates. Upon calling around 3:30, we were informed the delivery was on track. By 4:30, no one arrived, and after being on hold for over 2 hours, we were told to wait until Friday without any apologies. We eventually resolved the issue in-store for another Friday delivery, still without any apologies. The lack of accountability is disappointing, and I am considering taking my business elsewhere for the rest of my appliance needs. Best, K. McCormick

I purchased a GE refrigerator in late August and it was delivered at the end of October. Unfortunately, the delivery guys dropped it and it was severely damaged. They took it back and I was supposed to be contacted to reschedule delivery. After several days with no call, I reached out and was informed that it could take 6 weeks to receive another one from GE. After 6 weeks passed, I called again to check on the status, only to be told that it was already sold to someone else. They promised to have one for me by November 20th, but upon calling on the 19th, the delivery was postponed to December 4th. Throughout this ordeal, I have made numerous frustrating calls, each lasting 45 minutes to an hour, with multiple transfers and lengthy holds. Despite leaving messages during my last call on the 19th after a 25-minute hold, no one returned my call. Larry L. [redacted]

Hello, I recently purchased the HP ENVY x360 right before deploying in September. Unfortunately, I have been experiencing multiple issues with the WiFi network adapter disconnecting or disabling several times per night, causing frustration and interruptions while using the computer. This has led to losing drafts of emails due to lost connections. The problem started in Virginia Beach and I couldn't resolve it before my deployment. I regret not returning it sooner. The HP ENVY x360 2-in-1 laptop has been unreliable, unlike my five-year-old Sony Vaio that has been working perfectly. I'm unsure of my options upon my return in January. Even during a flight, I couldn't watch a movie because of the constant disconnections. I am disappointed with this laptop and brand overall, despite the recommendations I received from salespeople. I would appreciate guidance on what can be done once I'm back in the States. Thank you, M.S.

Today, my family and I visited Best Buy on Black Friday in search of a new touchscreen laptop. We found one that seemed to fit our budget thanks to a helpful sales associate who handed us a yellow flier advertising a similar laptop at a reduced price. Despite confirming twice with the associate and verifying the information on the flier that the laptop was indeed a touchscreen, we were disappointed to discover at home that it was not. Returning to the store, we sought clarification from a supervisor whose name began with "Soo." Instead of addressing our concerns respectfully, he was unhelpful and somewhat confrontational, implying that the mistake was ours to deal with. We were taken aback by this lack of customer service and hoped for a more constructive resolution to our predicament.

The Best Buy online website displayed the Mavic 2 Pro Quadcopter for $1,[redacted].99. I added it to my cart at that price and proceeded to checkout. Thinking the store was open on Thursday night, I decided to head there immediately. Even at the store, my mobile device still reflected the $1,[redacted].99 price. Upon reaching the cash register, they informed me it was actually $1,[redacted].99, the regular price, and simply said 'sorry.' I have screenshots capturing the $1,[redacted].99 price. I'm seeking for Best Buy to honor the price that was in my shopping cart when I visited the store for my purchase.

I would like to share my recent experience with my Best Buy credit card at the Union City, CA store on 11/22/18 at 11:45 PM. Last Tuesday, I called customer service to help me with my card information as I couldn't locate my card. The representative promptly blocked my old card and ordered a new one. Today, I found my old card and called to see if it could be reactivated until the new one arrived. I was advised by 3 different representatives to go to any store, show my ID, and make purchases by having them look up my card information. Following their advice, I went to the store where a sales clerk suggested purchasing a laptop instead of shopping online. Despite trying to make a purchase, my card was declined. This experience was frustrating especially after being reassured multiple times that in-store purchases could be made by providing my information. I hope this issue is resolved to prevent similar incidents for other customers. Happy Thanksgiving!

During my visit to the Houma LA store, I inquired about the price of an Xbox game to two employees. One older gentleman was unsure, while a younger Black man indicated it was $30. Upon reaching the checkout, the cashier rang it up for $59. When I clarified the discrepancy, she brought in another lady to investigate. I identified the younger man and the game's location. However, he denied providing the $30 price, mentioning it was for a football game instead. I find this behavior dishonest as he was holding the game I was purchasing, and the older man was with him. I believe this incident should be on camera, and I urge corporate to reach out to me, review the footage, and honor the price initially given to me.

Regarding: Order # BBY01-[redacted]54 Date: November 22, [redacted] To Whom it May Concern, I am writing to share my disappointment with the online order experience I had with Best Buy. On November 22, [redacted], I attempted to purchase two SanDisk 128GB microSDXC Memory Cards for Nintendo Switch from my local Best Buy in Mission Viejo, CA. Unfortunately, the items were out of stock, so I was advised to order online for in-store pickup at the Irvine location. The online order was placed, and after receiving an email indicating the items were out of stock, I contacted customer service and spoke with Osvaldo. Osvaldo kindly located the items at the Best Buy store in Fullerton. Despite confirming with Osvaldo that I needed two units, upon arriving at the Fullerton store, I was informed that only one unit was available for pickup. Zachary at the pickup location was unable to provide a satisfactory resolution, which left me frustrated. I am seeking the second unit of the SanDisk Memory Card as soon as possible and a refund for this inconvenience. I am hopeful for a prompt response and solution to this issue. Please reach me at [redacted] or by phone at [redacted]. Sincerely, Alex B.