Best Buy Customer Service Issues

Archive 38

The following are issues that customers reported to GetHuman about Best Buy customer service, archive #38. It includes a selection of 20 issue(s) reported April 26, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have a broken shelf in my Samsung refrigerator under warranty. Despite multiple calls, the wrong shelf has been sent repeatedly. I've called 4 times to resolve this but each time, I was told it was being handled, yet it has not been. The last conversation was on 4/12 with assurances it would be sorted, but no contact has been made since. This simple shelf replacement has dragged on for almost 4 months. I want this fixed. Referring to the phone number [redacted] associated with the account may provide details. I've explained the issue numerous times and the last rep assured detailed notes were taken. Please send the correct shelf as this experience has made me reconsider future Best Buy appliance purchases. Thank you.
Reported by GetHuman-rkucharc on viernes, 26 de abril de 2019 14:08
I purchased a dishwasher on 04/18/[redacted], and it was installed on 04/23 by Geek Squad. Unfortunately, the dishwasher was not level, and the door was also uneven because the mounting brackets were not used during installation. I had to have Geek Squad return to fix it, but it resulted in my cabinet panel being loose and my dishwasher door getting scratched. Now, I have to take time off work for a third appointment to address these issues. When I contacted customer service, I was offered a $50 gift card, which I initially accepted, but upon further thought, I believe a refund on my Best Buy card would be more appropriate due to the three-day installation inconvenience. I can be reached at [redacted].
Reported by GetHuman-slperez on viernes, 26 de abril de 2019 14:39
I assisted my 13-year-old cousin in purchasing a Cyberpower PC on December 29, [redacted]. Unfortunately, the package was delivered on the wrong day and was either stolen or sent to the wrong address. Despite assurances from the company to resolve the issue, my experience dealing with this has been extremely frustrating. The replacement delivery arrived more than 30 days later and was severely defective upon arrival. The mouse was broken, the graphics card was faulty, and the USB 3 ports were damaged. Despite attempting to return the PC to the store on the same day with the original receipt, both I and my cousin were denied an exchange or refund. The manager insisted we contact Cyberpower directly. It is now April, and we are still without a working computer. Cyberpower refuses to cover the cost of sending the PC back for repairs, provide a shipping box, or a label. This situation has been disappointing, especially considering my history as a Best Buy Elite member. I have purchased eight Cyberpower PCs before November without issue, but all subsequent purchases have been problematic. This needs to be resolved promptly.
Reported by GetHuman-stoutrep on viernes, 26 de abril de 2019 19:26
I bought a Dell computer around [redacted] and got the 3-computer technical support plan that renews yearly. Over time, I had various issues with my computers, including the Dell that needed replacement due to a complete failure of the motherboard and hard drive. Recently, I brought my laptop to the store because the screen was green and it only worked on AC power. The technician suggested a backup and mentioned Total Tech support, which I planned to consider for next year. After testing, the technician suspected a wiring issue to the screen but I opted to back up my data at home. Upon returning to the store, the tech and the Geek Squad manager, who was extremely rude, concluded it wasn't worth repairing as parts were unavailable and stated I only had software support. I believe before renewing with a different plan, a conversation should have been had rather than just an automatic renewal. Despite being a loyal customer who has purchased other items like a phone and a chest freezer, I felt I wasn't treated well. I tried reaching out to the store with no luck, and the [redacted] number didn't provide the help I needed, directing me to a Geek Squad tech instead of a customer service representative.
Reported by GetHuman2818347 on sábado, 27 de abril de 2019 1:41
On September 22, [redacted], I took my daughter's iPhone 6 to Best Buy (Geek Squad) in Richfield, MN for repair. Upon assessment, I was informed that the phone was beyond repair and needed to be replaced. I was advised that a replacement would be sent by Apple and should arrive at the store within a week to 10 days. After not receiving any notification of the replacement, I reached out at the end of October [redacted]. Customer service informed me that Apple had shipped the phone on October 22, [redacted] but it had not reached the store yet. Subsequent follow-up calls between November [redacted] and the end of March [redacted] yielded no resolution. Despite promises of a manager callback, none were received. When contacting again on March 27, [redacted], an agent named Tim stated the service was closed in November [redacted], and the phone was not in their possession. Despite requests, a manager did not return the call. Further attempts on April 1, [redacted] also resulted in unfulfilled promises of a manager callback. It is now April 27, [redacted], five months since the initial visit, and my daughter still does not have her phone. The extended inconvenience and additional charges for keeping her number active have been frustrating. I am seeking the replacement phone and compensation for the incurred expenses and inconveniences. Receiving a response and resolution would be greatly appreciated.
Reported by GetHuman2822210 on sábado, 27 de abril de 2019 21:06
I bought a Nest outdoor camera/floodlight in August [redacted]. Unfortunately, it stopped working in less than a year. On March 23, [redacted], I replaced it at the Leaside store in Toronto, where I originally bought it. The second unit also failed within a year. It stopped connecting to the network. I removed it in better weather and returned it to the store for another replacement. The store refused, saying the manufacturer's one-year warranty had expired. I went to the store on April 27, [redacted], but they didn't accept my argument that it failed during winter. We both have documentation of the issue. I request a reconsideration of the store's decision and ask for contact via email or phone at [redacted]. Regards, Christopher B.
Reported by GetHuman2825098 on domingo, 28 de abril de 2019 15:31
I am having trouble getting Dolby Digital Plus audio to work on my new Samsung HW-N850 soundbar despite having the correct settings on both my TV and soundbar. - I have ensured that my TCL 6 series TV supports this output and manually set it up. - Both the TV and soundbar are connected through ARC HDMI ports and can detect each other, but no audio is being decoded by the soundbar. Even the soundbar's menu options do not produce sound when navigating my smart TV. - The soundbar can decode regular Dolby Digital audio through the same ARC connection but does not recognize DD+. - Both the TV and soundbar are running on the latest firmware updates. - I attempted using a non-ARC HDMI input on the soundbar, but it did not play any audio in any format (this setup is not listed as supported in the Samsung soundbar manual). I do not have a receiver and haven't tried outputting DD+ to any other device from my TV, but I doubt that HDMI would fail with this format specifically (as it is similar to regular DD in terms of requirements). I haven't contacted Samsung yet but wanted to know if you have any suggestions for me to try or if there are known HDMI ARC compatibility issues between this soundbar and the TCL 6 series TV (with built-in Roku OS).
Reported by GetHuman2825685 on domingo, 28 de abril de 2019 18:05
Why doesn't Best Buy offer a split payment option? I have been a loyal Best Buy member for years. Last night, on 4/27/19, I tried to use my Best Buy credit card to purchase a 13-inch MacBook Pro, but encountered errors due to my $[redacted] credit limit. I couldn't find a split payment option, which most stores have. So, I attempted to buy a $[redacted] e-gift card for partial payment. Initially, the same-day delivery option wouldn't work, but next day delivery did. The next morning, I received the e-gift card email, but when I went back to Best Buy's site, the MacBook was now $[redacted] more than the previous sale price. If I had known the sale ended yesterday, I would have called customer service. Offering a split payment option or fixing the same-day delivery e-gift card issue would have prevented these complications. Please allow me to purchase the MacBook at the sale price of $[redacted].
Reported by GetHuman2827640 on lunes, 29 de abril de 2019 4:09
I recently visited the Bee Cave store to purchase a Canon EOS M50 DSLR camera for $[redacted]. There was a promotion offering a free EOS mirrorless adapter with this specific camera. Initially, a male staff member assured me I would receive the adapter by mail after purchase since they were out of stock. However, when I went to buy the camera, a new female staff member informed me that I wouldn't be getting the free adapter and was rather impolite. The manager present also had a rude attitude and claimed the promotion didn't apply to the camera I was buying, despite it being labeled for Canon EOS mirrorless. I was disappointed as I had relied on receiving the adapter, and now I can't fully use the camera I purchased. I still hope to receive the adapter if possible. I am willing to provide the receipt number in a future email if required.
Reported by GetHuman2832189 on lunes, 29 de abril de 2019 19:32
Hello, I am Luis G. from 38 Montecarlo Drive, Woodbridge, ON L4H 1T3, contact number [redacted]. In [redacted], I underwent open-heart surgery and faced subsequent health issues. My concern is about a Sharp TV purchased by my children around [redacted] or [redacted] in Woodbridge, Ontario, which started experiencing screen issues on April 30, [redacted]. Despite visiting Best Buy for assistance, I was informed that such TVs have a limited lifespan, which I found hard to believe given my situation. I inquired about getting it checked, but was told it was not possible. I am disappointed by the lack of care and empathy. Is there any way to address this issue? Any help would be appreciated as I am on a fixed disability income. Thank you. LG
Reported by GetHuman2845107 on miércoles, 1 de mayo de 2019 18:44
My order number is BBY01-[redacted]45. I placed the order on 4.17.19. I contacted customer service on 4.18.19 to change the shipping address from store to home, but encountered issues. I received an email stating the item would arrive by 5/1/19, but later received another email on 4.30.19 saying there would be a delay and that the item was never sent. I find this delay unacceptable. Best Buy took weeks to inform me that my order was not shipped, and now I am told it might not ship until 5/30. This is causing me inconvenience as I needed the item for an engagement. I demand that my order be processed and shipped within 2 days. If this issue is not resolved promptly, I will not buy from Best Buy again and will discourage others from doing so as well. It is misleading and unacceptable to make customers believe their orders have been processed and shipped when they have not.
Reported by GetHuman2847013 on jueves, 2 de mayo de 2019 0:17
Subject: Defective Television Purchased from Best Buy I am disappointed to report an unfortunate incident regarding a defective television purchased from Best Buy. Beth Scott, my sister, who suffers from Multiple System Atrophy, faces daily challenges due to her condition. Amidst this struggle, her family managed to raise funds to construct a wheelchair-accessible home where she can live comfortably with her husband, Keith. However, a setback occurred when the 55’ television they purchased on March 20th for over $[redacted] was discovered to be defective upon inspection. The television was bought from the Best Buy store in Pensacola, Florida, and upon delivery to Covington, Georgia, it was observed that the item had been previously damaged and falsely repackaged. Unfortunately, due to ongoing construction at their new residence and Keith's full-time caregiving responsibilities, the defect was only noticed after the 14-day return policy had lapsed. The situation is financially burdensome for them, especially considering Beth's disability and Keith's health limitations. I implore Best Buy to reconsider its stance on exchanging the defective television, as this circumstance was beyond their control. While I have been a loyal customer, this experience has been disheartening. It is my hope that a resolution can be reached amicably. Please reach out to discuss this matter further. Warm regards, A.G.
Reported by GetHuman-golanpr on jueves, 2 de mayo de 2019 16:09
Dear Best Buy, I am writing to address my concerns regarding order BBY01-[redacted]60. The laptop I received differs from what I originally ordered in terms of the screen type. I was expecting a UHD screen but received a laptop with a Full HD screen instead. Unfortunately, the laptop is currently in Europe for our branch, making returning it a complicated process. I have attached a picture of the specs of the laptop I received. I kindly request an estimate for a partial refund to account for the discrepancy in screen types. Thank you for your assistance in resolving this issue. Please let me know if any additional information is required. Best regards, D.K.
Reported by GetHuman-kholiqov on viernes, 3 de mayo de 2019 2:22
Hello. I bought a new computer in January, and shortly after, a software update caused some operating problems. I brought it to the Geek Squad at Pecanland Mall in Monroe, Louisiana for repairs and had to leave it with them as I was out of state caring for a family member. Since I can't pick it up in person, I'd like to request that my repaired computer be shipped to the purchasing address and the charges billed to my Best Buy account. I've been trying to coordinate this, but haven't had any luck reaching them. If you could assist me in getting in touch with the right person, I would appreciate it. Thank you.
Reported by GetHuman-tmmtbr on viernes, 3 de mayo de 2019 10:56
I placed order number [redacted][redacted] at the Brandermill store in Virginia for a remote starter for my vehicle. I was informed that no nearby stores could install it, so I had to travel 25 minutes to the closest store for installation. However, upon arrival, I was told that Best Buy does not install this starter on my car. I am frustrated that the Brandermill store entered my information and scheduled this, and that the West Broad St. store did not notify me beforehand. I believe Best Buy should rectify this situation as my husband and I took time off work and lost vacation time due to this scheduling error.
Reported by GetHuman2857534 on viernes, 3 de mayo de 2019 16:49
My order BBY01-[redacted]81 was placed on Monday, April 29, [redacted]. The item was in stock and the order was acknowledged for delivery on Wednesday, May 1, [redacted]. However, on May 1st, I was informed of a delay without any explanation and notified that my order would be cancelled on May 31, [redacted]. I purchased this item on sale from BestBuy.com, and it is still available on the website and in-store. I am seeking clarity on when I can expect to receive my item and assurance that the delay is not due to any misrepresentation. I would appreciate confirmation of Best Buy's possession of my item, the shipping date, the carrier's name, and the tracking number. I want to understand why I was encouraged to buy accessories for an item that appears to be unavailable, rendering the accessories useless. Thank you.
Reported by GetHuman2859192 on viernes, 3 de mayo de 2019 20:58
Subject: Positive Feedback for Best Buy Experience Dear Garrett, I wanted to express my gratitude for the exceptional service I received at the Pasadena store today. I had the pleasure of interacting with several employees who went above and beyond to help me. Initially, I spoke with a helpful young lady at the Apple Watch station regarding my AirPods issue. She tried her best to assist me and even involved the Apple representative for further advice. Although the problem couldn't be resolved, I appreciated their efforts. Later, I encountered a knowledgeable employee named Jimmy at the security cameras section. Jimmy provided expert guidance on various products and patiently answered all my questions. His exceptional customer service left a lasting impression on me. I regret not capturing the name of the initial lady I spoke with and the Apple representative to commend them as well. Overall, my shopping experience was delightful, and I look forward to returning to Best Buy in the future. Thank you once again, and have a wonderful weekend. Cory Clark
Reported by GetHuman2860580 on sábado, 4 de mayo de 2019 2:10
On February 1, [redacted], a purchase was made for wireless beats using my information without my knowledge. I need this situation to be thoroughly investigated. Similarly, on September 26, [redacted], unauthorized transactions were made for a wristband and JBL headphones. Despite inquiring about this multiple times, I have yet to receive any assistance, despite being assured help. As a loyal customer who frequently shops with you, I find it unfair to be let down when seeking assistance for purchases I did not make. I have provided evidence of the items mentioned above that were not bought by me. Your prompt attention to this matter would be greatly appreciated.
Reported by GetHuman-queven on domingo, 5 de mayo de 2019 9:10
Hello, I'm a member of the Quitman United Methodist Women (WINGS) Women's Group in Quitman, AR. Our group is dedicated to assisting women, children, youth, and those in need in our community, including foster care recipients. This year, we are providing two students in Quitman and Rose Bud, AR, with $[redacted] scholarships each. We patronize the Best Buy in Conway, AR, for our needs. We are currently fundraising and are planning a raffle event. We appreciate any contributions, like the soft Yeti cooler we received from a generous donor. We are seeking more prizes that are affordable yet appealing for ticket sales. While I understand if your company cannot participate, I'd like to inquire if you might be able to donate to our cause. If you wish to learn more about our group's initiatives, please feel free to contact me at [redacted]. Thank you for considering our request. Sincerely, Margo Grant
Reported by GetHuman-mmgrant on domingo, 5 de mayo de 2019 15:27
I purchased an iPhone 8 Plus, pre-owned, 256GB, unlocked for $[redacted], but received a refurbished 64GB Verizon model instead. After speaking to multiple customer service representatives, I was informed that it would take up to 11 days for a replacement to arrive. William from mobile orders assured me the order would be expedited for the next day, which did not happen. Anna accused me of lying about the return process and was extremely rude. After contacting Chris, I learned that William's order was cancelled a minute after it was placed for unknown reasons. Throughout this frustrating experience, I have not received any proactive communication from Best Buy. I am highly disappointed and have decided not to make any future purchases from them.
Reported by GetHuman2872556 on lunes, 6 de mayo de 2019 14:54

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