Best Buy Customer Service Issues

We bought an $1,[redacted] gas range/double oven from Best Buy and the new range arrived broken after a two-week wait. The delivery person left without helping. Contacted salesman George, who offered a repair service nearly a week later or a new range in 2-3 weeks. Given a "dedicated" number for customer support agent Kim, who called two days later at 7:10 AM. Tried Geek Squad for help but had a frustrating experience with the phone system. George admitted Kim's number was not direct to avoid inundating her with calls. GE support sent a technician the next day, finding a faulty control board in the new appliance. Best Buy took our old stove and left us with a dead stove, unable to cook. They can only pick it up in five days. Disappointed after years of being Best Buy customers, we feel the customer service falls short of expectations. Hoping for a prompt resolution. Goodbye to Best Buy. Thank you, Kevin L. Ellis

I purchased a Lenovo IdeaPad [redacted] 17" from Best Buy on 5th Avenue in Manhattan in September [redacted]. However, from the beginning, I have been experiencing issues like flickering and blinking, making it impossible to use. Lenovo suggested I ship it for repair, but I cannot afford the shipping fees. I have spent days seeking help online, but I am not tech-savvy enough to follow the instructions. This situation has caused me a great deal of frustration and even health problems. I now turn to Best Buy for assistance since I overlooked seeking help from you initially. As a 91-year-old customer, I request a quick response. Since the laptop is unusable, I would like a refund instead of another faulty device. I am unable to locate the receipt, but my information can be traced through the SKU:[redacted] and S/N: PF18AUE0. Thank you for your prompt attention and reply.

Dear Sirs, I purchased an Apple Watch series 4, 44 mm, space gray aluminum on May 7, [redacted] through the Best Buy website. To exchange it for the gold version in Orlando on May 22, order [redacted]1, I was mistakenly charged an extra $74.96. The gold watch I received turned out to be pink and didn't match my wife's preferences. After returning to the store and facing challenges, I exchanged the pink watch for a black one, order [redacted]1, only to find out that the black model was identical to the original space gray one I bought online for $[redacted]. I believe Best Buy should refund the $74.96 overcharge as it was unwarranted and the multiple exchanges were due to unclear product descriptions from the staff. Thank you for your attention. Best regards, Renato N.

I recently purchased your 7 Series TV for $[redacted]. The Sound Bar that was supposed to come with the TV will be delivered separately on the 27th, this Monday. The TV arrived earlier but is still in the box. However, I noticed that the SAME TV is now on sale for $[redacted] during your Memorial Weekend SALE in Portland, OR. Can I receive a $[redacted] refund due to the price drop and the separate deliveries of the items? Despite this issue, I still appreciate Best Buy. Thank you for looking into this matter. My address for verification is [redacted] NE 71st, Vancouver WA.

Hello, I purchased a tablet at Best Buy store #[redacted] on 5/15/19. However, I find that the device does not meet my needs as expected and it keeps shutting down. Unfortunately, as I am currently living outside the country, I am unable to return it to the store where I bought it. I will be visiting NYC in July and would appreciate it if I could arrange to return the tablet to the store at that time. I am a regular customer at Best Buy and this is the first time I have encountered an issue like this. I hope we can find a solution regarding the return, as I do not want to lose the money I spent on the purchase due to my overseas location. Thank you for understanding and assisting me with this matter. Respectfully, Sagi

I have been attempting to resolve an issue for the past three days. Despite contacting both the local Best Buy store and customer service numerous times, I have yet to receive any positive outcomes or compensation for the delay in my order delivery. I visited the store, and the staff mentioned a case manager would reach out, but I have not been contacted. I am incredibly frustrated at this point and uncertain about who to contact for a resolution. I would greatly appreciate it if a responsible Best Buy customer service representative could get in touch with me to guide me on resolving this issue. My order was supposed to be delivered to my new home on 05/24/[redacted] for a housewarming event, which did not happen, resulting in spoilage of food and inconvenience without a refrigerator and washer/dryer. Despite assurances of compensation and rescheduling for 05/28, the order was not delivered again today, creating a very frustrating experience and difficulties with guests. Please contact me for further assistance at [redacted].

On May 24, my daughter purchased a Samsung S9 phone at the advertized price of 16.66 per month for 24 months, opting to pay the full amount upfront of [redacted]. Her order number is [redacted][redacted]. Upon returning to the store to request a refund for the price difference, the sales manager, Tracey Coney, declined the refund. I believe the salesperson was negligent in not clarifying the price disparity and misrepresenting the purchase advertisement. I am disappointed by the lack of willingness from the store manager to rectify the situation. Before returning the phone, I wanted to give Best Buy the opportunity to honor their advertised sales. I feel this situation was a case of bait-and-switch on the salesperson's part. I am seeking guidance on how to proceed. F.M.

I purchased a Turtle Beach Xbox gaming headset at the North Canton, Ohio Best Buy store that stopped working within a year. Despite having bought the Best Buy warranty, I was informed that the store no longer carried that headset. I was pushed to pay extra to upgrade to the hyphen x model and was charged an additional warranty fee. Unfortunately, this replacement only lasted two months before the microphone stopped working. When my husband tried to exchange it today, he was told we had to pay extra yet again as the store only stocked more expensive models and required another warranty purchase. We are disappointed considering the amount of money we have spent at Best Buy. We will not be returning as customers. Feel free to check our account under Duane and Loretta Riffle Ott Dr. to see the significant amount we have spent at this store. I am sharing this experience on social media to caution others. Thank you. Sincerely, Duane Riffle

I bought a Samsung 50" TV at the St. Peter's Mid Rivers Mall Store on May 27th. Delivery, set-up, and removal were scheduled for May 30th between 8 am and noon. After a call on the 29th confirming the delivery, no one arrived. After calling, I found out the delivery had been rescheduled for the 31st without notification, causing undue stress due to health reasons. Following multiple calls to the store and corporate, I was unable to speak with a manager. Finally, I was informed of a later delivery today, May 30th, with poor communication throughout. Despite informing Best Buy of the need for two people to remove the old set, they only sent one. This lack of service has been frustrating and disappointing. Even though I planned to purchase a sound bar and DVD player from Best Buy, I will now look elsewhere due to this experience. Leonard R. St. Peter's, MO

I recently purchased a Frigidaire window air conditioning unit from Best Buy to help my wife's grandmother, who is a cancer patient in need of comfort during her chemotherapy. After scheduling a delivery and installation for 5/31/19, I encountered various delays and issues with Best Buy. Despite being assured that the item would arrive on time, it failed to do so, leaving my wife's grandmother without AC in soaring temperatures. When I contacted Best Buy customer service, I was met with long wait times and unfulfilled promises of resolving the situation promptly. The lack of communication and failure to follow through on their commitment has left me disappointed and frustrated. Bogus.

I purchased a Daniel Craig James Bond 4-movie collection on Blu-ray + digital download for $24.99 on May 26, [redacted]. When I tried to give the digital codes to my daughter for her birthday on June 1, she informed me that the codes were not working. Upon checking the packaging, I noticed the fine print revealing that the codes had expired on May 3, [redacted]. It seems the movies were discounted due to the expired digital download codes. I suspect the collection was put on sale after the expiration date, a practice that I find deceptive. After an unsuccessful chat with Doris who provided case number [redacted]75, I contacted customer service, who could not assist me. Ultimately, I returned the item to Best Buy but could not get a refund as I had already opened the package for the codes. My experience with Best Buy has been frustrating due to the lack of clarity on expired codes. I urge retailers to be transparent to prevent customer dissatisfaction and inconvenience. I hope for a resolution such as reissuing the digital codes or a gift card for future purchases. Thank you for your attention and assistance in resolving this matter.

I am writing to address an issue with a recent purchase. My order number is BBY01-[redacted]80. Upon receiving the portable ice maker, I encountered a family emergency, causing a delay in unboxing the item. After finally setting it up, the ice maker was nonfunctional, failing to produce any ice. Contacting Best Buy, I faced difficulties with the customer service representative who informed me that I had surpassed the 15-day exchange window. As a loyal customer for two decades, I am disappointed by the poor quality of this product and the unprofessional treatment during my call. I am not seeking a refund but kindly request the opportunity to exchange it for a functional unit. Any assistance in resolving this matter would be greatly appreciated. Sincerely, Lucille C. Phone: [redacted]

I purchased a Fire TV from Best Buy via Amazon while it was on sale for $[redacted], originally priced at $[redacted].99, excluding tax. Since it was a gift, it was delivered to my home as the recipient was unable to accept it due to travel plans. We opened the package in early May, after her birthday, only to find that four items were missing. After contacting Amazon, who redirected me to the manufacturer and then to Best Buy, I am extremely disappointed with the situation.

I have been a loyal Best Buy customer for the past decade. In March, I bought a TV from the Bellevue, WA store, which I was supposed to collect from the Issaquah, WA store. When I went to pick it up, they said it was too big for my car and offered free delivery, which I accepted. The next day, the delivery person informed me they couldn't deliver it due to inventory issues and asked me to cancel. Despite my explanation that the TV was indeed at the store, they insisted on canceling. I later repurchased the same TV from the Issaquah store. However, when I checked my online account in March to pay the bill, I noticed I was charged twice for the TV ($[redacted].99). Despite contacting customer service multiple times over the past three months, my issue remains unresolved. As an IT tech, I can't keep calling for updates. I disputed the transaction on May 23rd. If my concern isn't addressed soon, I may seek legal advice. I have emails confirming the canceled order and the purchase receipt as evidence. Your assistance in resolving this matter would be greatly appreciated.

Today, the washer/dryer I ordered was delivered. Unfortunately, I couldn't be there, but my mother was. The installer left without balancing the washer and installing the drier vent kit, which I paid extra for. He simply left it on the floor with no explanation to my mom. When I contacted customer service, they were unsure if the drier kit was necessary. Can I use my drier now? The Geek Squad is returning on Saturday to check the installation again. The most frustrating part was being on hold for a total of nearly 40 minutes during my first call about the dryer issue and then over an hour on the second call for a correct receipt, only to have the call disconnected. It's frustrating when spending over $2,[redacted] to not even receive the right receipt in the end.

I recently contacted Sharp Corporation about a broken TV screen for a Model LC-50LBU591, Serial #50G1722D7H10123. This TV, purchased on Black Friday for $[redacted] cash, was set up last month but unfortunately got damaged when my mom, who struggles with mobility due to two strokes, accidentally fell into it. Thankfully, she only got a few scratches. Sharp mentioned the TV isn't under warranty and advised me to contact Best Buy for a possible store credit since they sell this model. I appreciate any help you can offer in this situation. Thank you, Gloria Ware

I am writing to share my frustration regarding a package delivery issue. The package was initially set for delivery on a Friday afternoon but got delayed until Monday. This caused inconvenience as I was anticipating the camera before the weekend. Despite being home all day on Monday waiting for the package with a required signature, I had to leave for work at 4:30 pm since the delivery was supposed to be before 3 pm. Surprisingly, I received a notification on my UPS app at 6:16 pm that the package was delivered, but it was nowhere to be found when I returned home after work at 11 pm.

I bought a Samsung refrigerator in September, and the delivery person noticed a bent handle preventing the outer door from grabbing the inner one and causing issues releasing it. In January, I visited Best Buy to inquire about the repair but found no record on my account. Despite multiple follow-up calls to the store, the matter remains unresolved. When speaking with Colleen, I was informed they do not replace handles and was promised a call back that never came. Subsequent conversations with Liz, the salesperson who sold me the fridge, revealed no notes in my file since the initial report in September. As someone who values customer service in my own retail job, I am disappointed with this experience and seek proper assistance promptly.

I am M.F. Bravo residing at [redacted] Coltfield Ct, Montgomery Village, MD [redacted]. I purchased a washer and a dryer in October [redacted], but I was dissatisfied with the top load. I exchanged it for a front load and paid the full amount. Unfortunately, the refund for the top load has not been processed. Despite contacting Best Buy multiple times, I have not received a resolution. It has been nearly 8 months, and I need my refund as soon as possible. I have been patient, but this delay is causing inconvenience, especially with my husband's recent hospitalization. If this matter is not resolved by the end of the month, I will have to seek legal action to recover my money.

Order number BBY01-[redacted]93. I purchased an open box fair condition LG Super UHD TV online. I wasn't aware it only came with the TV, but I thought it was a good deal, so I planned to buy the missing items separately. After finally getting the power cable following a chat with a Best Buy agent, I found the screen was cracked when setting it up at home. I contacted customer support, who advised I could exchange or refund the TV at any Best Buy store. I went to my nearest store via Uber, but the customer service representative, Jennifer, mentioned they couldn't take back the damaged open box TV based on their manager's decision. I spent $40 on Uber for nothing and received poor advice from the online agent and in-store service. The inconsistency between online and in-store service needs to be addressed to improve the customer experience. I hope my visit to the Flushing location will be better than the service I received at the Fordham store in the Bronx. Sincerely, A dissatisfied customer.