Best Buy Customer Service Issues

I purchased a Samsung phone during Cyber Monday and expected it by 12/3. When it didn't arrive, I contacted Best Buy for an update but received conflicting responses from their agents regarding the transaction. Despite initial cancellation claims, the issue seemed to revolve around a payment hold that was not communicated clearly. After clarifying with my bank that the payment went through, Best Buy insisted on a repurchase at the current rate. The lack of consistency in their responses and the inconvenience of multiple calls left me frustrated. Supervisor Karla W from Mobile Support acknowledged the oversight in communication but maintained the inability to honor the original rate. The experience has left me dissatisfied with Best Buy's handling of the situation, making me hesitant to return as a customer.

I visited The Holyoke Mall store to pick up my order BBY01-[redacted]39. My experience there was one of the worst I have ever had in retail. I felt ignored initially, then insulted, and the woman who assisted me continued to be confrontational. Upon entering, the woman was helping another customer at the service desk. I stood in the pickup line, but she proceeded to the back room. When she returned and finished with the other customer, she did not acknowledge my presence. As she started attending to another customer who arrived later, I politely indicated my turn, holding up my cellphone. Instead of acknowledging me, she criticized me for being rude and waving my cellphone. She insinuated that being rude would not expedite my assistance. I informed her that a simple acknowledgment of my presence while attending to the other customer would have sufficed. Instead, she disregarded me, prompting me to assert my place in line. She proceeded to accuse me of being rude, escalating the situation by questioning my behavior and suggesting we both act like adults. Despite my intention to support Best Buy by purchasing in-store and not through Amazon, where I could have had the item by Thursday, I was met with disrespect from your employee. My loyalty to your company is in jeopardy after this negative encounter. I am deeply disappointed and eager to hear how you intend to address this issue. Customer service is the key differentiator in today's marketplace, and unfortunately, in this instance, it fell short. Sincerely, Matthew.

I am experiencing frustration with Best Buy. I made an online order for the PlayStation 4 Spider-Man bundle for $[redacted] on Black Friday. Despite the high demand, I proceeded with the purchase as the website indicated the product was in stock. However, the next day, I received an email stating the item was out of stock, leaving me unable to find a similar deal elsewhere. I usually shop on Amazon but decided to try Best Buy this time. Is it possible to purchase the PS4 and Spider-Man game separately for the original price I was charged?

On 12/3, we returned home to be ready for a gas stove delivery on 12/4. XPO Delivery initially scheduled a delivery window, but after not hearing back, we were left waiting. Upon contacting XPO, the driver mentioned not having us on the delivery list. He agreed to pick up the stove from Best Buy and deliver it between 7-8pm. However, upon calling Best Buy, we found out the stove was not in stock and wouldn't be available until January 15th. This miscommunication has caused us wasted time and money. It would have been helpful if Best Buy had informed us promptly of the unavailability of the item.

I purchased a new washer and dryer from Best Buy. Best Buy provided a delivery date of Tuesday, December 4, with a delivery window of 12-6 pm. However, I later received an email from Best Buy narrowing the window to 2-4 pm. I was prepared from 12:00 pm onwards, but by 7:30 pm, the delivery had not occurred. After spending the evening on hold with customer service, I discovered that I needed to reschedule the delivery. Unfortunately, I am unable to take another day off from work to accommodate the new delivery date. I was disappointed by the lack of communication regarding the delay, as it significantly disrupted my plans. I hope Customer Service can reach out to me soon.

I visited the store in Monroe, LA last week to buy an SSD for our office computer. Unfortunately, I encountered several issues. The product was not on display, only a note with a SKU number. Trying to locate it on the website was confusing as it directed me to another location. An employee directed me to the front area near Geek Squad where I waited to purchase the Sandisk SSD. The cashier seemed unaware of the product and needed a SKU to find it. This contrasts with a previous experience buying the same product from another employee at that store. Despite requesting to speak to the manager, he was unavailable. A staff member explained that the items were secured due to theft concerns. As an experienced IT professional, I value efficiency when shopping for tech products. I prefer immediate in-store purchases rather than online shopping. Suggestions to shop online discourage me from returning to the store. I believe Best Buy could improve by packaging products securely, implementing RFID tags, or placing items visibly for easy access. Quick availability of PC upgrade accessories such as RAM, SSDs, gaming, and video cards is essential to satisfy customer needs promptly. Best Buy should enhance the shopping experience by ensuring products are accessible and well-stocked.

Hello, I need assistance with an online purchase I made on 11/20. I ordered a Nest E thermostat and a Ring Doorbell 2 with a promotional free Echo Dot. Order number BBY01-[redacted]58. I noticed a problem with my address being listed as "Ave" instead of "Place" in the system. Despite contacting customer service multiple times and being assured the address was corrected with UPS, the package was still not delivered. Even after speaking with a supervisor named Diego who couldn't resolve the issue and stated I would need to reorder at a different price, I am left frustrated. I simply want to receive the products at the price initially paid. I visited the Best Buy store in Doral near International Mall seeking assistance but was redirected to reach out to you. I hope you can assist me or guide me in the right direction for a resolution. Thank you for your attention and Merry Christmas. Mr. J. Fain

I tried contacting the Benton Harbor store five times to get the name of a laptop I saw earlier, but the call center staff wouldn't connect me directly. They insisted on me providing details I didn't have. I hope your conversations are recorded for training purposes. I have been a loyal Best Buy customer for a long time. Not being able to reach my local store is unacceptable. I live nearby and have always shopped at BB for my electronics. If this isn't resolved, I will take my business elsewhere. I've built relationships at the store and expect better service. If this continues, I will shop elsewhere for all my future electronics needs.

I am Lisa Beckerman. I have been waiting at a Best Buy store in Dallas for two hours. The General Manager, Steve, was informed about my issue but has not come out to address me as requested. I am here seeking a refund of approximately $4,[redacted] for a Samsung TV purchased in [redacted], which was never delivered. In April [redacted], I exchanged it for a newer model using gift cards and added $[redacted] on my credit card. Due to home AV issues, I canceled the order. Despite the store agreeing on the refund, I have been unable to retrieve the money as they claim they do not know the whereabouts of the TV. This is my second visit regarding the same matter. The GM's lack of communication and the service's inefficiency have left me dissatisfied. Kindly address this promptly. Thank you. Sincerely, Lisa Beckerman.

I inquired about a price adjustment but was informed I missed the extended return window by one day and was denied the request. Even after escalating to a supervisor, the answer remained the same. Although I typically wouldn't mind price fluctuations, the item I purchased, along with a repair package, has significantly dropped in price from $[redacted].99 to $49.99. Unfortunately, the customer service department cited company policy and did not consider my situation. The $70 price difference is now in Best Buy's favor. Regrettably, this experience has led me to decide not to make any future purchases with your company. I plan to settle my Best Buy card balance and close the account. Best regards, R. Cronin

In July, I mistakenly made two payments to an old Best Buy account instead of the current one. My bank, Citibank Illinois, supplied tracer numbers for tracking, which I've shared with the investigation team six times. Despite contacting the provided phone number and explaining the situation over 12 times since July, the misapplied payment remains unresolved. I'm seeking a direct contact number for Hubert Jolly, Mike Mohan, or Paula Baker to work with one representative to address this issue. If not resolved, I will involve legal assistance. The unauthorized purchase on my card was made by my daughter without my husband's consent. I am eager to resolve this matter in good faith. I have a comprehensive packet of documentation regarding this matter available for review by the executive management team upon their response. My name is Connie Lavin, and my husband is Tim Lavin. We are looking for a prompt investigation and resolution of this matter.

I placed the order online on November 19th for pick-up in-store, scheduled to arrive by November 30th while I would still be in Florida. I was informed on November 30th that the order was delayed with no new delivery date. After speaking with the [redacted] number, I was told the item is sold out. This is disappointing as I bought 2 Lenovo Smart Displays as Christmas presents. If BestBuy had told me earlier, I would have purchased elsewhere during Black Friday sales. Since BestBuy cannot fulfill the order, I kindly request they replace the items with the closest alternative available, Lenovo Smart Display (product SKU [redacted]). I am leaving Florida tomorrow and would need them delivered to the Ithaca, NY store (ZIP code [redacted]). Alternatively, I see BestBuy Canada has the product in stock, and I can order from their site if they honor the original price. I appreciate your help in resolving this issue. Regards, Mark N.

My name is Alexander J., and you can reach me at [redacted] or [redacted] I made an online purchase for in-store pickup at Best Buy. Despite the website showing stock availability, I arrived at the Avondale, Arizona store to find the item unavailable. Even though the transaction was pre-authorized, the money was deducted from my account. While I understand Wells Fargo may take time to process the reimbursement, I believe, due to the inconvenience, Best Buy should offer a similar replacement at the same price. The manager provided a substitute wireless charger but matching Amazon's price isn't something out of the ordinary for Best Buy. I initially wanted the [redacted] Samsung wireless charger, priced at $19.99, but it was out of stock despite the online status. Considering this situation as bait-and-switch, I feel entitled to the [redacted] model at the [redacted] price. I am disappointed with the experience and hope for a prompt resolution. Kindly contact the store and arrange for me to obtain the [redacted] model at the earlier price. Charging my card should only happen after the product's availability is verified in-store to prevent such inconveniences. Thank you for your attention to this matter.

I bought 2 iPhone 8 Plus due to a promotion for a $[redacted] e-gift card per phone. I only received one gift card initially. When I contacted customer service, I was informed that I had to collect the gift card after picking up the order. Upon doing so, another customer service agent stated that they could only mail the gift card, which was not what was promised in the promotion. I am disappointed as the promotion influenced my purchase. If I can't receive the second gift card via email, I want to return both items without a restocking fee. Initially, if I had known I would have to wait for the gift card in the mail, I would have canceled the order. Despite speaking with Brandy, a supervisor, I was only given the mailing option and couldn't escalate my concern to a higher authority as she claimed no one was available.

Hello, I made a purchase on 11/24/18 using the BestBuy Mobile app and Apple Pay. Even though I wasn't logged into my BestBuy account at the time, my Apple Wallet and credit card history show that the order went through successfully. However, I haven't received any tracking information or confirmation email for the order. It has been almost three weeks now, and I'm starting to worry that the package might be lost in transit. Number of Items: 2 Subtotal: $29.23 I would appreciate any help with this issue. chipz96

Hello, I am experiencing difficulty logging into my account. Despite entering my email address and password, I am prompted to input a security code sent via text or email. Unfortunately, I am not receiving the code through either method. I attempted to reset my password using the forgot password feature, but I am not receiving the reset email. I am unsure of how to proceed to access my account. The email linked to my Best Buy account is [redacted], and the associated phone number should be [redacted]. Your assistance in resolving this matter would be greatly appreciated. Thank you for your help. Best regards, Alexis D.

I had a terrible experience at a store on 14th Street West, Bradenton, FL. Despite being a Customer Service Supervisor, the service I received was abysmal. I bought a $[redacted] headset that didn't meet my needs and went to exchange it. After waiting for 4 minutes in the headset aisle without assistance, I noticed four Best Buy workers chatting in appliances who didn't offer to help. I returned to the counter and a different worker asked how I wanted my refund. I requested help in finding a suitable replacement but was told to search for an employee near electronics. Feeling frustrated, I asked for a refund and left. It's shocking that with multiple employees around, none were available to help me.

I have encountered significant challenges with Best Buy and my Geek Squad extended warranty. After trying the self-cleaning function on my Samsung gas range on October 22, the thermostat burned out, the digital display board went dark, and the oven door got stuck. This issue seems to be a common one for this model, however, Samsung has not issued a recall. Despite the Geek Squad sending a technician to repair the oven, it has now been 8 weeks without a working oven. I have contacted them numerous times, but the replacement part is still on backorder. I took it upon myself to locate the necessary part in Mississauga, Ontario, yet the Geek Squad insists on waiting for their own service team to confirm its availability. With Christmas approaching and my family coming over for dinner, the situation is untenable. I meticulously recorded each call and the lack of updates provided by the Geek Squad. It is perplexing that despite having a 5-year warranty, I am left without a functional appliance. I am eager to discuss this matter further and understand why adequate service or a replacement unit has not been offered.

I recently ordered a "previously used, unlocked" iPhone 7 from Best Buy's website because I have had great experiences shopping there and I am an Elite member. However, when I received the phone, it was not unlocked as described but came with a CRICKET sim card. The replacement process is taking longer than I expected, and I am disappointed with the service from CCR. This contrasts with my positive experiences with Best Buy in the past, making me question their partnership choices. Being [redacted] miles away from the closest Best Buy, I usually prefer shopping with Amazon but now find myself in a frustrating situation with two iPhone 7s. It's frustrating not being able to use my phone properly with my current one broken.

I used the 18-month no interest program to purchase several thousand dollars' worth of appliances. I made all payments on time except for one, resulting in nearly $[redacted] in interest charges. Despite demonstrating a history of prompt payments, I was unable to speak with anyone to discuss the possibility of waiving the interest. I sent a letter but received only a generic response asking me to call. When I called, they insisted on a payment. I complied to avoid additional fees or impact on my credit score. They then provided me with an incorrect customer service number. I'm considering reaching out on social media but first want to give Beat Buy a chance to address this issue. As a single mother, this unexpected bill is causing significant financial strain.