Best Buy Customer Service Issues

I encountered a significant issue when trying to pick up a $[redacted] smartwatch I ordered online. Due to recent surgery, my son went to pick it up on my behalf with his birth certificate and order number but lacked a photo ID. Despite speaking with both the clerk and a manager, I was unable to find a resolution regarding proof of his identity as my son. Upon suggestion, I attempted to change the pickup person to his girlfriend, updated the order accordingly, and shared the order number with her. However, when she attempted to collect the watch, she was informed that I would have to wait until the next day. I comprehend the policy in place but encountered unexpected delays without prior knowledge. I feel disappointed by the handling of the situation despite following procedures. As a loyal customer, I had hoped for more accommodating assistance in this matter. Thank you.

I recently returned a faulty GPS product that I purchased, but as it was past the 30-day return window, I was only given a store receipt. Being a retired individual living on a fixed income from social security, every dollar is crucial for me. It's challenging to make ends meet with a limited budget. I aim to use the refunded amount to pay off my credit card. The store's policy of only offering store credit for defective items means I have to spend money on things I don't necessarily need. I'd like assistance with this situation. It's frustrating to receive a faulty product when purchasing from the store. My name is Wilma C. and I returned the item today at the store in Heath, Ohio. You can reach me via email at [redacted]

I recently purchased four items from Best Buy in Ames: an ORBI home WiFi system, a Logitech Harmony Elite remote, a Facebook Portal Plus, and an additional Portal for my sister-in-law. I am frustrated with the technical support provided by Geek Squad, which I only resorted to after being advised against it by Best Buy employees. I spent nearly $[redacted] on these items and expected better communication and assistance with installation. However, I was repeatedly informed that any tech help would come at an extra cost of $[redacted]. While this amount may seem insignificant to a corporate representative, it carries weight for a middle-class individual like myself. Consequently, these will be my final purchases at Best Buy. All my future electronic equipment will be bought from Amazon, where I am aware not to anticipate such assistance. Feeling unable to use these products effectively, I am contemplating returning them to the Ames store and launching a campaign highlighting my experience to discourage others from shopping there. - Ed W.

I work in the Department of Physics at the University of Pennsylvania. In May [redacted], we ordered a 50 inch TV from Best Buy (BBY01-[redacted]5) for educational and research purposes. Upon delivery and installation on June 4, [redacted], we discovered the screen had cracks and the bezel was damaged. The damage was not visible on the exterior packaging, but the LG box showed signs of mishandling. Despite our request for an exchange due to the clear damage before delivery, Best Buy declined, citing the 15-day return policy. We assert that the damage happened prior to shipment and have tried to resolve the issue with Best Buy customer service without success. We are asking for a replacement TV in good condition or a refund for the purchase.

I am Manoj from Madurai. I ordered a Vivo V15 Pro mobile from S. Nabi, a sales manager, through WhatsApp. He initially told me the product cost was [redacted]. He asked for [redacted] as a delivery fee and said I needed to pay the remaining [redacted] upon delivery. Later, he requested additional money for a delivery card and a delivery boy fee, taking a total of [redacted] from me. At the time of delivery, he asked me to transfer [redacted] to another account named Mohd Ali, which made me suspicious. He hasn't provided any product details or a tracking number. I have proof of the payments made. I urge you to address this issue promptly, either by sending my ordered product or refunding my money. Please contact me via email.

I made an order and got an email saying it would ship, but it hasn't been sent to UPS yet. I called and asked for it to be resent without needing a signature due to personal reasons. Then, I was told it would ship by July 3rd with a signature required. I called again and spoke to 3 agents for 45 minutes, but no one helped me. I want the signature requirement removed or the order canceled. I'm very frustrated with the phone call experience. I am a loyal customer who spends a lot of money with your company.

I have encountered a frustrating problem with Best Buy's customer service. Every time I call, I am put on hold for at least half an hour, sometimes over an hour, which I find unacceptable. I made several significant purchases, including a TV a year ago that was damaged during a recent move. The Geek Squad, who removed it from the wall, claimed the screen was cracked upon reinstallation. I filed a claim seeking assistance, hoping for a discount on a new TV due to the circumstances. The person handling the claim accused me of lying, despite records showing the TV was removed on 5/23. I struggled to get a replacement TV delivered, facing delays and even a canceled delivery. The in-store customer service is great, but the phone service is lacking. I made a trip to the store while on hold, but the only solution offered was to handle it in person, which I found frustrating. I am seeking to speak with a real person regarding this issue, as I value the products but not the treatment received during this incident.

I had a challenging time reaching Best Buy Online. The contact number provided ([redacted]) led to being put on hold, disconnected, and offered a lengthy wait time. When I attempted to contact them again on 6/8, the hold time was estimated at two hours. My refrigerator delivery was scheduled for Friday, 6/7, between 12:30-2:30pm. The delivery person contacted me around 10:30am, claiming to arrive in 30 minutes, despite my availability starting at 12:30. When they did arrive at 12:40, they encountered difficulty with the old fridge, claiming it wouldn't fit without door removal. After a tense exchange, they eventually left. Now, I am attempting to cancel the online order from June 4th (BBY01-[redacted]91) that missed delivery on 6/7. This option is not available on their website.

I purchased "Red Dead Redemption" and a new PS4 on March 24th. Unfortunately, I never got to play the game or the game system because I was hospitalized. I was diagnosed with epilepsy and had a stroke due to uncontrolled seizures. Fast forward, I have been released from the hospital and tried to play my new system and game, only to find that the game won't load on the PlayStation. It stops in the middle of the loading process. I have no issues with other games on the console, so I believe it's specific to this one. Though it has been some time since the purchase, I would like to receive an exchange for the same game. I have tried to contact Best Buy, where I purchased it, with no success. Despite my recent health issues and upcoming knee replacement surgery, I have my receipt and all the necessary documentation. I would appreciate assistance with this exchange. Sincerely, Cristie D. [redacted] [redacted]

I am attempting to apply for a credit card, and they are requesting that I visit a store to verify my identity in person or provide a phone number they can call. However, there is no convenient store nearby. I spoke with a representative who mentioned that because my cell phone is not under my name, they cannot use it for verification. I have already provided all the information requested. Is there a way for me to submit a photo of my ID as an alternative method of verification?

Today, we visited an Apple store for support regarding my iPhone. After assessing the device, they decided to replace it. We provided a contact number, and we were informed they would call us when the new phone was ready. Despite explaining that we lived an hour and a half away from the store in McAllen, Tx, we were not advised about the phone needing to be ordered. After waiting for three and a half hours, we inquired about the delay, only to be told it might take up to three days for the replacement to arrive. This lack of communication caused unnecessary frustration as an option to order the phone could have been shared initially, instead of making us wait. When suggesting to ship the phone to our address due to the distance, we were met with a rude response from a male worker, adding to the unpleasant experience. Improving communication within the store would prevent such inconveniences and misunderstandings in the future.

I am reaching out regarding a laptop I bought in June [redacted] from your Cambie/Broadway store in Vancouver. I have contacted you via email on July 23, [redacted], Oct 10, [redacted], and Dec. 14, [redacted] to arrange a return, but haven't received any communication from your end. The issue with the laptop is it doesn't allow me to upload Word Software as promised by the sales rep during my purchase. I delayed the return due to travel and have been trying to resolve this since my return in late Aug [redacted]. Given the circumstances, I am following up for the fourth time to seek assistance with returning or exchanging the laptop. Your prompt attention to this matter would be greatly appreciated. Thank you, Elaine H.

I visited the Best Buy store in Mankato, MN on Sunday, June 9, [redacted], to buy a DVD/Blu-ray player. I had a specific model in mind that I had purchased there before. After buying the Sony non-wi-fi player, I realized it didn't include an HDMI cable, which I expected based on my previous purchases. Despite the manual claiming the cable was included, the customer service rep denied it. When he showed me other units without cables, I insisted that my previous purchases came with them, but he didn't believe me. Feeling insulted, I returned the player. This experience made me question my loyalty to Best Buy after being a customer for over two decades. Customer service should have resolved the issue by acknowledging the mistake and providing the missing cable. This incident has made me reconsider future purchases at Best Buy and discouraged me from recommending the store to others. Sincerely, Dan P. [redacted] W. River Dr. Mankato, MN [redacted]

I bought a 65” Samsung TV in July [redacted] with a Geek Squad protection plan that should have covered physical damages like cracks, spills, drops, and electrical issues. Recently, my TV screen cracked, but I was informed by the store that the crack is not covered by my plan, despite what I was initially told. I’ve reached out to corporate, store employees, and the manager, but have been met with unhelpful responses and even rudeness. The manager claimed no Geek Squad plans cover cracks, even though the website indicates otherwise. I am frustrated and will continue to pursue this matter until I receive the replacement TV I was promised. I feel misled and need a resolution without having to escalate further.

I purchased a warranty from Best Buy for the washer and dryer in my rental apartment. Unfortunately, my washer has been broken since May 14. I scheduled a repair for June 6, but while waiting, the washer started leaking and caused damage to the floor that was replaced just 2 years ago. I reached out to customer service as it became an emergency situation, but despite promises of a call within 2-3 days, I received no contact. When the repair technician finally came on June 6, I was informed that I would have to wait another 2-3 days for a repair plan. After calling again, I was told to wait an additional 3-4 days for a fix with no specific date provided. I've run out of patience, and my tenant is understandably upset that the washer has been unusable for over a month. At this point, I would like the washer replaced promptly if it can't be fixed soon, along with compensation for the floor damage. If the washer had been repaired promptly as I expected, this situation could have been avoided, and I wouldn't be facing further costly damages.

I bought a camera in-store on Saturday, June 8th. There were no cameras available, so the staff member ordered it online for me. The estimated delivery was by Wednesday, June 12th, but I received a delay notification without any reasons given. This is frustrating as I am leaving for vacation in 6 days and I am worried the camera won't arrive in time. The staff mentioned it would ship from a nearby city, adding to my disappointment. I would like an explanation for the delay and the new expected delivery date. My order number is: [redacted][redacted].

Good afternoon, I am Phillip Noa. Currently deployed overseas, I purchased the Skullcandy Venue Vice/Gray headphones the day before leaving the states. After just 2 days of use, the bass speaker blew, causing distorted sound, and the headphones were not as comfortable as advertised. I would like to return them and exchange for Bose QuietComfort 35 II headphones. However, I am locked out of my online account. I made the purchase on 04/16/19 with Member ID [redacted]. As I have limited internet access, I can only receive email responses. Thank you, Phillip Noa

Hello, I recently made a purchase on the Best Buy Website (Canada). I input my address in the designated section using Canada Post's address validation service. This service ensures that the address is accurate and correctly formatted after input. The address I entered was: 1-81 Boulevard Maisonneuve Montreal, QC, H2X 1J6. It was automatically changed to: 81 Boul De Maisonneuve E, Montreal, QC, H2X 1J6 Although it was modified internally, the address displayed remained as 1-81 Boulevard Maisonneuve Montreal, QC, H2X 1J6. The item is now in transit back to the sender (Best Buy in Mississauga, ON). Could it be arranged to resend it to the correct address without involving the Canada Post online validation service? This situation is causing inconvenience as the delivery was initially scheduled for business purposes. Thank you -Lea

Greetings! I recently purchased a new gaming headset for my PC, which includes three cables: one that resembles a USB, a red cord, and a green one. I also have main speakers for overall sound while using applications like YouTube, X-Plane 11, Spotify, and internet browsing. The issue I'm facing is that when I plug in the green cord into the headset jack, all audio shifts to the headset, rather than allowing me to communicate exclusively through it. Oddly, I am unable to set the headset as an output option. My previous mic, similar to this, had only a USB cord but functioned correctly, enabling me to converse through the mic separately from game audio. This situation is perplexing and frustrating as there must be some explanation for why I cannot configure this headset/mic for input and output purposes. Thank you.

I placed an order for a dishwasher on April 28. The delivery on May 29 was incomplete as it arrived without a front panel, different from what was advertised online. After rescheduling for June 6, the delivery crew refused to install it and took the dishwasher back. I had to handle plumbing fixes myself and requested a new delivery for June 13, but it seems like it won't be arriving until June 15. This delay is causing a major inconvenience as my kitchen is currently in disarray, and we have a graduation party scheduled for June 14.