Best Buy Customer Service Issues

I recently bought a refrigerator and the accompanying water installation kit, but the installers overlooked the kit and were unwilling to set up the unit. They also failed to locate the shut-off valve situated under the sink, just a short distance away, as it wasn't directly behind the fridge. I had to decline the delivery for this rental unit, despite taking all necessary steps for a smooth transaction. The installers neither had the kit I had purchased nor made an effort to find the valve. The store's management seemed unsure how to address the situation, and Geek Squad offered pushback over the phone. They didn't acknowledge the missing water kit. It's disappointing that the customer's perspective wasn't valued by Best Buy. I plan to share my experience through social media and word of mouth. Best Buy's response has left me feeling unappreciated, despite my long-standing support for their physical stores.

I visited the Best Buy at Kokomo Markland Mall twice in the last week. The first time, I waited for an associate who was talking to another customer in the computer section. After they finished, the associate walked past me without offering any assistance. I had to approach another associate for help. During my second visit with my husband, we waited in the computer section to discuss purchasing a new computer and getting a power cord for our older one. Despite there being few customers and several associates, two employees walked by without offering help. As a 66-year-old woman and with my 72-year-old husband, it seemed like they assumed we were not knowledgeable about computers. I have experience with computers from my time at a pharmaceutical company. Despite our intention to buy a new computer, it won't be from Best Buy due to these experiences. These interactions occurred on Feb 14 and Feb 18.

I recently placed an online order for a 3-item package from BestBuy, intending to pick them up at a local store on Feb. 16th with the order number BBY01-[redacted]30. Unfortunately, due to an online issue, one item was canceled, resulting in a price increase of $50 for the remaining two items along with a $3 sales tax charge. This unexpected price adjustment left me feeling frustrated as I was initially promised a $50 credit for purchasing all three items. When I returned the two items to the store, they only refunded me the original price and failed to reimburse me for the overcharged amount of $53.00. After discovering that my bank account was charged $[redacted].99 by BestBuy but only refunded $[redacted].99, I sought assistance from the store manager who could not provide a satisfactory resolution. I am now reaching out through this platform to request a prompt refund of the extra $53.00. If this matter is not addressed promptly and appropriately, I will escalate it to the Better Business Bureau (BBB).

I made a purchase for the Google Pixel 3 64 GB in the color Not Pink on February 15, with delivery scheduled for February 19. On February 18, I received an email stating the order is delayed without a new delivery date. Interestingly, Best Buy currently offers the same model with free shipping, promising delivery by February 26 for new orders. I'm puzzled why they can provide a delivery date for new orders but not for my existing one. I'm seeking clarification on the availability and updated delivery estimate for my Pixel 3 order.

I've had a RCA 24-inch LED TV since [redacted], and it's been reliable for over 5 years using rabbit ears to pick up channels 4, 5, 7, 9, and 22. Recently, I purchased a TERK ultra-thin antenna and scanned for channels. Initially getting 25 stations, it dropped to 21 later. While testing it on different windows, my TV suddenly emitted a burning smell, prompting me to unplug it. Switching back to the old antenna resulted in losing all channels. The next day, I tried the new antenna again, but the TV emitted smoke this time. I'm worried that the antenna may have caused the surge protector to overheat and damage the TV. Now without a working TV, I'm hesitant to purchase another one. I will return the antenna as it seems unsafe. I've always used a surge protector with the TV, and this is the first time I've experienced any issues. Can you please clarify what caused this problem? Your response is appreciated.

I took my Lenovo laptop to Geek Squad at the Best Buy on 14th & Park Road in Washington, DC, during the weekend of Jan. 26, [redacted]. After approving a costly repair for a new motherboard, I have been waiting for updates on the status. Despite the initial repair approval and notification that my laptop was "in repair," I have not received any further communication since Feb. 5 when the last status mentioned it was "being prepared to ship." A call to Geek Squad revealed that my laptop has been at the Washington, DC store since Feb. 7, without any notification to me. As a loyal customer of Best Buy and Geek Squad, I am disappointed by the lack of communication and prolonged repair time. Despite the convenience of having a repair shop on-site, the customer service experience has left me feeling undervalued. I believe better communication and time management are reasonable expectations, and I hope for a resolution to this matter from Geek Squad and Best Buy. Thank you for your attention. -- Karen O.

Good Morning, I wanted to share my recent online shopping experience with Best Buy regarding the purchase of an Apple MacBook. After extensive research, I finally decided to buy the laptop on a Sunday night and received it just before the weekend. To my dismay, the $[redacted] laptop arrived in a flimsy bubble mailer instead of a sturdy box, which left me feeling frustrated and disappointed. The lack of proper packaging made me question the care taken by Best Buy in shipping such an expensive item. I have attached pictures of my order details and the inadequate packaging. I have not opened the seal yet as I am concerned about the condition of the laptop after being shipped this way. I have been a loyal Best Buy customer and this experience has made me rethink how the company values its customers. Order Details: Order Number: [redacted] Order Date: Feb 17, [redacted] Order Total: $1,[redacted].99 Order Status: Complete 3 items Thank you.

I attempted to contact the Geek Squad but waited for 15 minutes before speaking to a representative about my TV issue. They directed me to Geek Squad Central, where another 15-minute wait led to a disconnect. Despite confirming an appointment by email for last Saturday, no one arrived. After further calls and scheduling, the technicians came and requested the TV be disconnected from its stand, which I could easily do myself. Now, a woman called to reschedule my appointment after they failed to return as promised. I am quite disappointed with the service. Case number is [redacted] [redacted] [redacted].

I must start by acknowledging the friendliness of all your employees. On 08/04/[redacted], my spouse and I bought a Samsung refrigerator. To locate the records, under the name Gillian Kuznitz, the corresponding phone number is [redacted]. Recently, the Ice maker malfunctioned on a Sunday and by the time I could visit the store on Friday, the refrigerator had started making loud noises. At Best Buy, I reported both issues and expressed my desire to return the refrigerator, receive store credit, and purchase a different brand, even if it entailed additional costs. However, this request was denied. I presented a video of the refrigerator demonstrating the noise and pictures of the informational stickers on the appliance. The Appliance associate contacted the Geek Squad repair technician to provide details for him to bring any necessary parts, but this arrangement fell through. When the repair technician visited on a Sunday, he attributed the refrigerator's issues to being too cold, which I found absurd. He stated that he needed to order parts instead of fixing it there. I am disappointed with the service provided and would appreciate the opportunity to return the refrigerator, receive store credit, and acquire a different model. Keith Kuznitz

I need assistance with an issue that occurred at a store recently. I tried to exchange a Samsung phone for an iPhone but was informed I couldn't due to Verizon's return policy. Despite Verizon confirming I could return it within 14 days, the store refused to facilitate the exchange. They suggested canceling the line and setting up a new one with the iPhone but the store in Dubuque, Iowa was uncooperative. I find this situation unreasonable as I am willing to pay more for the iPhone. The Samsung was intended as a gift for an elderly couple who need FaceTime. The discrepancy between 14 and 15 days is confusing, especially when Verizon directly contradicted the store's policy explanation. I feel frustrated and dissatisfied with the store's handling of the situation.

I have been trying to find a washer and dryer that fit my specific space of 27" deep. The first set I bought was mistakenly labeled 27" deep but was actually 30" deep. The sales representative assured me these were the smallest available, but they did not fit. Another individual, who claimed to be the department manager, wrongly ordered the replacement dryer with the incorrect size. On delivery, they brought a new washer unnecessarily, further showing their incompetence. Despite my efforts to rectify the situation, I have received no resolution and have encountered unavailability of managers in-store. Best Buy's customer service has been disappointing, and I am unsure how to proceed to get the correct dryer. The attitude of some staff members blaming me for the errors is frustrating. I have left a negative review on Yelp, but I am at a loss on how to move forward. If the correct dryer cannot be provided, I will need to return both appliances. The level of service and disregard for mistakes at the Lutherville, Maryland store is concerning, and I hope Best Buy addresses these issues promptly.

On February 2, [redacted], I returned my 39-inch television to Best Buy in Shreveport for repairs. I was informed it would take two weeks for the repair, but it's now February 28th, and I had to call to inquire about its status. After speaking with the Geek Squad and the store manager in Shreveport, I felt mistreated. I felt dismissed and disrespected by the way they handled my concerns. I believe this treatment might be related to my race, and that is unacceptable. Despite my loyalty to Best Buy over the years, this experience has been the worst. I am considering escalating this matter to the consumer trade commissioner and the Better Business Bureau. I am extremely disappointed and frustrated with the lack of care and respect shown to me as a customer. I will not be returning to Best Buy or recommending their services to anyone.

I recently made a trip of 55 miles to the nearest Best Buy to purchase a sound system for my LG 65" OLED television. I had trouble getting assistance as the manager was chatting with an employee at the entrance instead of helping customers. Despite trying to get their attention, I was ignored. Eventually, I encountered a helpful employee with a cart who checked with the manager about price matching. Sadly, they refused to match the price. On a previous visit, I encountered a similar lack of concern from Best Buy regarding my purchase of a 55" LG OLED TV. I drove 65 miles to another store and found better service, including no freight charges and bonus points for future purchases. It's disappointing that Best Buy did not prioritize customer service in my experience, and it's a concern for their future reputation.

I took my Acer computer to Geek Squad at Best Buy #[redacted] in Houston, Tx on 1/29/19 because I couldn't access the internet. I was advised to buy a WiFi Extender and contact my internet provider about the router connection. After following the advice and still having issues, I was recommended to return the Net Gear EX6100 AC750 Extender and purchase a router instead. When I tried to return the extender, I was told it was past the 15-day return policy, and the Geek Squad Manager, David Carbello, refused the return. I feel dissatisfied with this response and it has affected my purchased product, The Ring, causing delays. I request immediate assistance in resolving this matter. Thank you. - S. M.

I ordered and paid for a laptop from the Best Buy website on February 22. I recently received a notification that my order was canceled without any explanation, and that I would be refunded. After calling customer service, I was led through an automated system and then disconnected with a request to call back during business hours. The laptop I ordered is still in stock on the website. I am seeking clarification on why my order was canceled and confirmation that the refund has been processed.

I am disappointed with the service I received today as I was assured delivery by Saturday, March 2nd. This delivery date was crucial as I am a private assistant to a prominent individual who was interested in the Google Slate. I made the purchase at the [redacted] Chelsea store after being persuaded by Quay Legette, the Computing Supervisor, who guaranteed me the item would arrive by that date. However, upon receiving the shipping confirmation email, I was informed that it would only arrive on Monday, March 4th. This delay is unacceptable as my boss travels frequently and will be leaving on Sunday, March 3rd. This means he won't receive his birthday gift until much later. I feel let down as Quay should not have promised a delivery date that could not be met. Unfortunately, at this point, there seems to be nothing that can be done, but this experience has made me reconsider my future purchases.

Hello, my name is Desirea Sealy. I recently purchased an in-dash GPS and a backup camera, with $99.99 and $[redacted].99 respectively, on 2/9/19. After paying for the installations of both items and scheduling for March 3rd, [redacted] at 11 am, I arrived to find out that only the GPS installation was booked by the Geek Squad customer service. Despite showing my receipt, I was informed they could only install the GPS. I am frustrated as I paid for both installations but only received one. This happened at the Best Buy in Brooklyn, NY [redacted]. Thank you.

I received two Blu-rays, Wonder Woman and Batman V Superman, as gifts which I returned unopened without a receipt at your Danvers, MA store last November. While I was able to get store credit for Wonder Woman, I was denied the same at your Burlington, MA location for Batman V Superman. The inconsistency in the return policy between locations is confusing to me, especially when both items are in stock. The notion of "manager's discretion" feels arbitrary and unfair. As a longtime customer who has made significant purchases at Best Buy over the years, this incident has made me reconsider future business with your company. The issue over a small store credit is disappointing, particularly considering my history of spending at your stores.

I recently had an unsettling experience with a delivery driver from Bestbuy regarding the installation of my newly bought washer. During the initial delivery, the driver identified a minor leak in the cold water valve and requested I have it fixed before connecting the washer. Upon his second visit, he claimed the hot water valve needed attention as well. Feeling uncomfortable with the situation, I decided to install the washer myself. The driver's insistence on the issue and repeated remarks made me uneasy, prompting him to install the appliance while stating there was no leak. I am concerned about the driver's behavior and wish to report this to Bestbuy to prevent any future incidents. Thank you for your assistance in addressing this matter promptly.

I recently received an email from Best Buy offering a 10% birthday discount, which I decided to use to purchase a Vizio TV. When I visited the store, the salesperson explained that my selected model was not eligible due to the built-in Chromecast. I understand the exclusions mentioned in the terms but believe my situation is different. I kindly request a 10% discount code or alternative solution for the Vizio TV D40F-G9 I wished to purchase. Thank you for your attention to this matter. Bobby C. Trainor