Best Buy Customer Service Issues

Regarding the Sharp 55" TV in my cart with a price increase, I was assured over the phone that the $[redacted] or $[redacted] price will be honored until January 3rd. I had just created an account online and applied for a Best Buy account when I inquired about the price. Can I still purchase the TV at the initial price promised? The call confirmation should be on record. Thank you. Rosa M. Carter.

I purchased an iPhone 6 as a Christmas gift, but the recipient received two of the same phones. When I tried to return the extra one due to the store's return policy on phones, they refused because it was ordered in early December. I am frustrated by this situation as if I had known that returning an item just four days after Christmas would be so difficult, I wouldn't have made the purchase.

I recently bought the Polk Audio 2.1-Channel Soundbar System with a 5-1/4" Wireless Subwoofer from Best Buy. I wanted to exchange it for a Sony soundbar with more HDMI inputs, but the store claims the box number doesn't match the item inside. When I contacted corporate, they mentioned I had bought an open box item, but my order details show no indication of this. I hope this is just a misunderstanding. According to Best Buy's policy, I should be able to exchange or return the product until 01.27.[redacted]. I have never knowingly purchased an open box item, and I am counting on Best Buy to assist me with this matter. Order Number: BBY01-[redacted]05. Thank you, Andrzej J.

I would like to address an ongoing issue regarding my recent purchase of a Samsung FlexWash and dryer combo. The product has been damaged and improperly installed during 4 separate visits to my home. Currently, my washer is not working despite being in my home for less than three weeks. I am losing confidence in the ability of your team to handle this situation correctly. Despite multiple in-person visits to my local Best Buy to discuss a solution, promised follow-up communication has not been received. I have already spent $[redacted] on a damaged and non-functional product, experiencing inconsistent communication and poor installation procedures with unprofessional dispatch operations. As Elite Status customers who have collectively spent over $20k at Best Buy in [redacted], it is disheartening to question where we stand as loyal customers. I am reaching out for a resolution as soon as possible, as we have been unable to do laundry in our home for over a week. Our local store is Best Buy in Cranberry Twp, PA. The buyers are William S. at [redacted] and Melinda W. at [redacted].

On 11/26/18, I purchased an HP - ENVY 17.3 Touchscreen Laptop - Model # 17M-BW0013DX at Best Buy Store #[redacted] in Terre Haute, IN. I paid $[redacted].99 and was informed that I could request a refund if the laptop went on sale before Christmas. When I saw it advertised for $[redacted].99 in mid-December, I went to the store on December 28th with the sale ad and my receipt. However, I was told that the laptop was no longer on sale and couldn't receive a refund. I was under the impression that I could request the refund by January 12, [redacted], as agreed at the time of purchase. I would like Best Buy to honor the refund policy as I understood it and to ensure sales staff clearly explain the company's policies to customers in the future. Sincerely, Joanne Shamblin [redacted] So. 29th St., Unit 7 Terre Haute, IN [redacted] Phone: [redacted]

I was interested in upgrading our TV after seeing your online ad for the Samsung NU7100 55" 4K TV priced at $[redacted].00. We visited the Downers Grove location on Saturday, 12-29, and spoke with a staff member about potentially purchasing a sound bar as well. After inquiring whether our Sony digital DVD system with a cinema sound amplifier would be compatible, we were advised to bring a photo of the back of the unit the following day for confirmation. We returned on Sunday, 12-30, with the requested photo, only to find out that the TV price had increased to $[redacted].00. Despite our disappointment and confusion, we were unable to secure the originally advertised price. We feel it would be fair to honor the initial price of $[redacted].00. We hope for a prompt response to this matter. Sincerely, Guy Dragisic

I encountered a young man with glasses and dark hair at the Apple section of the store, and he was quite impolite. My inquiries about Apple Watches were met with such discourtesy that we decided to purchase directly from Apple instead of at the store. The encounter was very disappointing, and it's clear this staff member is not suitable for customer interactions if he cannot be more friendly. I've had multiple encounters with him before, and his rudeness is consistent. I will no longer be buying Apple products from this Best Buy location, as this employee always seems to be in the same section. (Saturday, December 29, around 6:15 pm)

On December 31st, [redacted], I visited the Best Buy store in Grove City, Ohio with a malfunctioning router seeking assistance. Initially, I approached a staff member by the entrance for guidance who directed me to the Geek Squad counter. The employee at the Geek Squad had red hair, was tall and skinny, and wore distinctive green stud earrings. Despite my efforts to explain my issue, he seemed unable to comprehend. Frustrated, I left and sought help at the computer department. There, a helpful man with dark hair and medium height efficiently resolved my problem. Unfortunately, I didn't catch his name. While this Best Buy isn't my usual store, I found the service lacking compared to the Lancaster, Ohio branch I usually visit. It's disappointing when a store builds a reputation for poor customer service.

This is my third attempt to contact Best Buy regarding my disappointing experience with Robin Wheaton, the Manager at Store [redacted] in South Elgin, Illinois. On 12/22/[redacted], I visited the store to check out open-box iPads. The staff showed me 4 options, and I selected the 10.5-inch iPad Pro WiFi 256GB Rose with serial #SDMPX361MHP53 for $[redacted].99. Additionally, I chose a $50 screen protector and a $40 cover, making my total $[redacted].71 under transaction #[redacted]8. Upon leaving, I noticed multiple price stickers on the box under the one I was charged for. They showed prices of $[redacted].00 and $[redacted].00. When I inquired about this, the customer service representative removed the stickers rudely, claiming I shouldn't have looked under them. Despite requesting to honor the lower price, the manager Robin Wheaton refused, attributing it to price fluctuations. Furthermore, Robin and a colleague laughed at us as we left, showing poor customer service. As a loyal elite member, I expect better treatment and resolution for such discrepancies. This experience has led me to reconsider shopping at Best Buy. Colleen Shimkus, Murray, KY [redacted].

Subject: Disappointing Experience with Best Buy Delivery Services I hope this message finds you well. I wish to address an issue I encountered with my recent purchase from Best Buy, which regrettably led to a series of disappointments. On December 12, [redacted], I made my first purchase with Best Buy, buying a television that I was excited about. I had placed an order with the number BBY01-[redacted]93 and scheduled the delivery for December 26 between 7am-1pm. Despite being prepared and present at 5am, eager to receive my purchase, I was informed around 11am that the item was out of stock, necessitating a reschedule. While I understand challenges can arise, I believe proactive communication would have been beneficial. Following the rescheduled delivery on January 2nd, which I accommodated by taking the day off work, the television was expected between 10:30am to 12:30pm. By 1:30pm, with no delivery or notification of a delay, I contacted customer service. The lengthy and frustrating process of being redirected and placed on hold culminated in learning that the non-delivery was due to an error on Best Buy's end. My disappointment stems from the lack of information, accountability, and resolution provided. As a customer investing in a $[redacted] TV, I expect better service. I am hopeful for a satisfactory resolution to this matter to continue my patronage with Best Buy. Sincerely, Jake C. B.

My spouse and I encountered abysmal customer service at your Myrtle Beach SC branch located in Coastal Grand Mall. I ordered a 40” TV online for in-store pickup. When my partner wished to exchange it for a larger model the next day, she was met by five mostly male Best Buy staff at the counter. They instructed her to fetch the new TV herself from the back, as they couldn't assist. She struggled to carry the TV alone and was rudely directed to go to Walmart instead because the item was out of stock. The unhelpful staff member then proceeded to cancel my order without presenting any alternatives. When I raised my concerns with a manager named Brice, he was extremely disrespectful and dismissive, claiming such poor service was a daily occurrence. This experience has soured my view of Best Buy, a store I previously enjoyed shopping at. The lack of customer service, manners, and respect shown to us is truly disappointing, leading us to decide not to return.

Hi, I am Cristián Ralda. I had a bad experience shopping at your vending machine at Macarran International Airport. I purchased Bose Soundsport Wireless Headphones but received a Wall Tap 5 Port by Insignia instead. The transaction details are as follows: EStore: BBA136LASD, City: Las Vegas, State: NV, Terminal ID: [redacted], Transaction ID: 23 at 10:28 am using Visa ending in [redacted], Charged $[redacted].89 with Auth Code: [redacted]. A refund was promised by customer support agent "Rob," Employee ID: A[redacted], but has not been processed yet. I am in Guatemala and unable to visit a Best Buy store for a refund. I seek a refund as the only viable solution. Here is a link to images of the vending machine error. Thank you for addressing this issue promptly. Contact: ([redacted]) 42[redacted], [redacted]

Dear Customer Service Team, I am reaching out to discuss my recent experiences with your in-store and over-the-phone customer service representatives at Best Buy on Vansickle Road in St. Catharines. Firstly, I want to commend the in-store staff for their excellent service. Every employee I encountered while purchasing various items such as a desktop computer, laptop, TV, DVD recorder, and phone with a service plan demonstrated impressive knowledge and provided top-notch assistance. Kudos to the team for their professionalism. On the other hand, I have encountered some challenges with the customer service over the phone. Despite being a satisfied customer of the online Geeksquad support, my recent interaction after purchasing a phone and service plan left much to be desired. I faced difficulties reaching the store by phone, with long wait times and unanswered calls. The misinformation received regarding the availability of a screen protector for my Samsung Galaxy S9 was particularly frustrating. I appreciate the efforts of your in-store team, and I hope that the phone customer service can be improved to match this level of service. I suggest dedicating an employee to handle phone inquiries promptly to enhance the overall customer experience. Looking forward to your prompt response. Sincerely, Nancy

Subject: Recent Appliance Delivery Experience Dear Best Buy Team, I am writing to update you on a recent delivery issue with my range. Although my refrigerator arrived as scheduled, my range was missing from the delivery. The delivery personnel simply removed it from the list and advised me to contact customer service. When my contractor, Helen Scott Builders, called, they were informed that the range was marked as delivered but lost. This situation has led to a two-week delay, adding up to a total of six weeks of waiting time without prior notification. I find this situation quite frustrating. I appreciate prompt assistance in resolving this matter. Best regards, K.B. Homeowner

Each time I visit Best Buy in Kalispell and see sale signs, they always say to "Ask a blue shirt for details." Today, as usual, the employee I asked had no idea about the discount and incorrectly claimed the Corsair items weren't on sale anymore. When I mentioned the deal was still valid on the website, he refused to check and offered a price match instead. After a frustrating interaction, another employee was unhelpful and refused to honor the sale without the physical sign. This was frustrating as I needed the water pump urgently for a client. Despite my complaints, no action was taken. This experience has led me to decide not to shop at Best Buy again due to repeated issues with misleading sales tactics.

I recently bought a Swann Home DVR camera system (order #BBY01-[redacted]09) from your store. Upon receiving the system, I meticulously installed all the cameras as I have experience with such systems. After setting up everything, I noticed one of the cameras constantly displayed a "video loss" message, even after troubleshooting by swapping it with other cameras. I contacted customer support and was informed that I would need to dismantle the entire setup to return the faulty camera to the manufacturer. I find it unreasonable to spend another day rewiring everything due to one defective unit. I believe there should be a simpler solution than dismantling the entire system for a single faulty camera. I hope we can find a more convenient resolution to this issue. Thank you for your attention.

My spouse and I purchased a washer and dryer after Christmas for our upcoming relocation. The delivery was set for Jan 3rd, but I didn't receive any details by 2 pm on Jan 2nd. When I called Best Buy, they mentioned that the items were out of stock and would arrive in 1-2 weeks. However, an hour later, I got an automated message stating the delivery would be on the 3rd between 12-3 pm. Confused, as I was told they were out of stock, the appliances arrived on the 3rd when I wasn't home. Despite this, I have yet to receive any new delivery information as promised. The lack of communication and mix-ups have left me frustrated, especially since I'm pregnant and preparing for the move. I'm uncertain about future purchases from this company.

I placed an order for a phone with the expectation of receiving it on January 8, [redacted]. Unfortunately, I received an email indicating a processing issue. I was informed that if the phone cannot be shipped by February 8, [redacted], the order would be canceled. This situation is frustrating as I rely on having a phone. I counted on your promised delivery date when I made the purchase. I am disappointed that I am unable to cancel the order if it cannot be delivered as agreed. It is unacceptable to wait potentially a month for the phone. If the issue persists, I will have to contact my credit card company to dispute the charges. I acted in good faith when placing the order, and now I am left uncertain about its arrival. I am unwilling to wait for such an extended period. I hope to resolve this promptly, as the delay is inconvenient for me.

I purchased a new charger for my Mac, but upon opening it, I discovered that a piece was missing, and it appeared scratched as if it had been used. Best Buy advised me to contact Apple for assistance. After an hour-long phone call with Apple, I was informed that they could not help because the purchase was made through Best Buy. I am seeking a full refund of $80 from Best Buy, as this situation has caused significant inconvenience, and I simply wanted a functional charger for my money.

Dear Sir, On December 17, [redacted], I bought two iPad Pro tablets from the Bellevue store with order number BBY01-[redacted]18 for $[redacted].48. While visiting family in Redmond, my wife and I experienced an issue with one of the iPads upon returning to Johannesburg, South Africa. Despite efforts at the Apple Store in Jhb, the device failed to function. After liaising with Chelsea, the Best Buy manageress in Bellevue, it was agreed that I could exchange the faulty unit for a new one upon return. Despite Chelsea's notes on the agreed replacement, the alternate manager Danny declined to honor this commitment, insisting on troubleshooting at the Apple Store in Bellevue. Despite Apple's inability to resolve the issue, I was only offered a refurbished unit instead of a new one. I am disappointed by Best Buy's failure to fulfill their promise and provide adequate customer service. The experience leaves me feeling dissatisfied with the service I received. Yours Sincerely, Lionel N. Johannesburg, South Africa