Best Buy Customer Service Issues

I bought an HP laptop in February [redacted], and it stopped working after an update in June. Best Buy sent it for warranty repair twice, with the motherboard being replaced the first time. I recently received an email from the service center on July 31st stating they need more information before continuing repairs. Despite calling the DeKalb store Geek Squad as instructed, they had no details. The lack of communication and delays are frustrating, especially since this is the second time the laptop is in for repair. I just want professionalism and a speedy resolution. The laptop has been out of commission for a month out of the six months since purchase, which is disappointing. My hope was for better service since I trusted Best Buy in the past for all my electronics. However, this experience has made me question their customer focus. Service order # is 00[redacted]22. - R.B.

Hello, I'd like to address a problem with the return policy. Due to work commitments, I missed the return window for my online purchase by a day or two. I was hoping for store credit, but now I'm left with an item I don't need. Additionally, the customer service at the Best Buy store in Bronx Terminal isn't up to par. Associates seem preoccupied with their phones and are unresponsive to customer needs. I recently had a negative experience where I waited for assistance at the video game section for over 20 minutes without any help. Moreover, the associate at the returns counter seemed defensive and unhelpful, even tampering with a sealed product in front of me. The lack of professionalism and attentiveness at this specific store is concerning and something that needs to be addressed promptly.

I spoke with Justin at the Liberty, MO store regarding Geek Squad services to set up my home theater and router. The initial quote of $[redacted] plus a fiber optic cable seems reasonable. However, upon completion, I was shocked to be charged nearly $[redacted]. This sudden increase in price was unexpected and frustrating. Despite my loyalty as a long-time Best Buy customer who recently spent $[redacted] in-store, the lack of transparency and communication regarding additional costs is disappointing. Attempts to reach customer service have been unsuccessful, with a long wait time on hold. The technician, Brian, admitted that this confusion with pricing is a common issue. This experience has left me questioning my future patronage, even after recently opening a credit card account with Best Buy.

To Whom It May Concern, I am Ahmir Murphy, reaching out in hopes of receiving a donation from your company for a raffle. After purchasing a smart television, I faced a loss as I didn't sell enough raffle tickets. A bit about myself - I'm a 30-year-old pre-op transgender male covered by Avmed health insurance through my employer. Unfortunately, Avmed informed me in June that they wouldn't cover my surgery scheduled for June 18, [redacted], due to lack of transgender benefits in my employer's policy. I've been working overtime and doing extra security shifts on my days off to save up the $6,[redacted] needed for gender reassignment surgery with Dr. Charles Garramone in South Florida. If your company can assist during this challenging time, please contact me using the information provided. Understandably, if you're unable to donate, I appreciate your consideration. Thank you for your time. Sincerely, A. Murphy Phone: [redacted] Email: [redacted] Address: [redacted] SW [redacted] Street apt. [redacted], Homestead, FL [redacted]

Dear Best Buy, I have been a loyal customer for more than a decade, choosing your store for its quality, products, and services. However, I must express my disappointment with a recent experience. I purchased a washing machine on 8/1/[redacted] for $[redacted].41 with order number [redacted][redacted]. The receipt stated delivery on 8/3/[redacted], but it never arrived, and when I inquired, I was simply told "we forgot." This lack of professionalism is unacceptable. I had made extensive preparations for the delivery, including taking time off work and clearing space, as it was intended as an anniversary gift. Your negligence not only inconvenienced me but also reflected poorly on your company. I urge you to implement better procedures to avoid such errors and provide appropriate responses for customer satisfaction. As a long-time customer, I hope for improvements to prevent others from facing similar frustrations. Sincerely, Ben

The Best Buy store in Germantown, Maryland has been quite disorganized. My Geek Squad appointment last Thursday was scheduled for 10 am, but the store security only opened the store at 10:01. This has happened before, causing delays. When I raised my concerns with Gabriel Zelaya, the back office lead, I received a dismissive response. Despite notifying them about my computer issue two days prior, the Geek Squad seemed unprepared at 10:12 am. Attempts to contact the general manager were unsuccessful. Promises of callbacks from supervisors were not fulfilled. Emails to Neil Patel also went unanswered. Following a message on gethuman, I received a call from Mr. Patel with excuses that seemed inadequate. Customer service at the Germantown Best Buy has been disappointing despite my loyal patronage. I believe corporate intervention is necessary to address the management issues at this store.

I bought a Samsung Galaxy Note 8 in January [redacted] with a protection plan until January [redacted]. After switching from AT&T to T-Mobile, I made a claim for a replacement due to screen damage. Best Buy sent two locked AT&T devices as replacements. Despite several visits to Best Buy, the issue remains unresolved. T-Mobile and AT&T were unable to unlock the devices as they are not linked to my current account. I urgently need a resolution, either by unlocking the AT&T device from Best Buy or receiving an unlocked replacement compatible with T-Mobile. Your help with this frustrating situation is appreciated. Service request number: [redacted].

I submitted my PC purchase from you on the 22nd and it's almost the 5th with no return date yet for the $[redacted] PC I bought. It's frustrating waiting this long for repairs. I'm considering asking for a full refund and purchasing elsewhere. I noticed my PC model is discontinued and the new one has better specs for the same price, adding to my disappointment. I thought Geek Squad could fix it on-site; if I knew it would take this long, I would've bought online. If I can't get a new PC soon, I'll request a refund as it's been over 3 weeks without an update. Timely service matters, especially when relying on Geek Squad for tech support.

The Best Buy store in Germantown, Maryland has been a disappointing experience for me. Twice now, I've had Geek Squad appointments set for 10 am, only to find that the store didn’t open until a few minutes after 10. On both occasions, I raised this issue with Gabriel Zelaya, but his response was unhelpful, blaming miscommunication among supervisors. Despite emailing in advance about my computer problem, the Geek Squad wasn’t prepared at the scheduled appointment time. Trying to escalate the matter to the general manager, I was left waiting for callbacks that never came. Even emails to Neil Patel went unacknowledged. Ultimately, when I did speak with Mr. Patel, I was unsatisfied with his excuses. As a loyal customer with multiple purchases from Best Buy, I believe the corporate office needs to address the management issues at the Germantown location to better serve customers like me.

I have been struggling to get assistance with a Nikon [redacted] DSLR camera I recently bought. After being directed to different departments for tech support, I discovered none of them could help. I spent 40 frustrating minutes on hold listening to advertisements. The issue is that the small lens won't retract when turning the adjustment ring. Before making a long trip to the nearest store, I just need guidance on any potential setting I might be overlooking. Unfortunately, the chat "geek squad" was unhelpful and advised me to visit the store. I bought the camera and bag in February, but due to surgery, I only tried using it last weekend. I appreciate any help as I am feeling quite exasperated by the lack of support.

To Whom It May Concern, I am writing to express my disappointment with the manager, Josh, at the Best Buy located at [redacted] Destiny USA Dr in Syracuse, NY. I recently visited the store with a Ring Doorbell purchased for my father in June. Despite not having a receipt, Josh was unhelpful and dismissive, refusing to assist me because the 15-day return period had passed. Given that my parents live in Florida and had just returned, I explained the situation, hoping for understanding as I had only just opened and installed the Ring Doorbell for them. After troubleshooting with Ring customer service, it was determined to be a firmware issue. Despite providing evidence of purchase with my credit card, Josh remained uncooperative, insisting I follow the warranty procedure instead. In contrast, the manager at the Best Buy on [redacted] Erie Blvd E, Syracuse, NY, named Anthony, provided exceptional customer service. He not only helped me but also suggested a two-year protection plan for my new Ring Doorbell. Anthony's professionalism convinced me to avoid the Destiny location in the future. I trust this feedback reaches the appropriate individuals for improvement. Kudos to Anthony for his excellent service, and I hope this incident leads to a positive change in customer relations at the store. Sincerely, Matt Marzullo

Hello, I recently bought a FujiFilm XT30 from a Best Buy store in Kennesaw, GA. During the purchase, I opted to partially pay with $[redacted] in cash and the remainder using my Best Buy Credit Card. Initially, the transaction hit a snag as the first representative couldn't find my credit card account due to an error in my birthday. I contacted Citi, which fixed the issue, and on the second try, I paid $[redacted] in cash and the remaining amount on the credit card successfully. However, upon reviewing my bank account, I discovered two cleared charges from Best Buy - one for $[redacted] and another for $[redacted]. I am requesting a prompt refund for the $[redacted] overcharge. My order number is #[redacted][redacted].

Subject: Help Needed to Settle Account for Cornell Cole To Whom It May Concern at Best Buy Customer Service, I am reaching out on behalf of my father Cornell Cole, who holds an account (Account Number: [redacted]) with an outstanding balance of $[redacted].81, which includes a late fee. I have been managing his affairs due to his incapacitation since June 18, [redacted], and have encountered difficulties resolving this matter. Despite my attempts to explain the situation and settle the total amount, I have faced challenges with your customer service team. The process of providing proof of my temporary guardianship via fax has been frustrating and time-consuming as I do not have easy access to a fax machine. To expedite this issue, I have sent a cashier's check for the full amount, including fees and interest. Please provide a final statement once the payment is processed to confirm the account has been settled. Thank you for your attention to this matter. Sincerely, M.S.

Best Buy in Germantown, Maryland has been quite chaotic lately. During my last Geek Squad appointment on a Thursday at 10 am, I arrived early but had to wait until 10:01 for the store to open. This was the second time this has happened, and even after raising the issue with Gabriel Zelaya, the back office lead, the response was unhelpful. The staff seemed unprepared, with a technician missing until 10:12. Despite emailing my computer problem in advance, the service did not meet expectations. Attempts to escalate the problem to the general manager, Neil Patel, were unsuccessful, with promises of callbacks unfulfilled. Communication breakdowns and lack of responsibility from the management have left me disappointed after being a loyal customer with numerous purchases. It seems corporate headquarters may need to intervene to address the management issues at this particular Best Buy location.

Subject: Discrepancy in Credit Card Statement Dear Citibank Credit Services, I am writing to dispute the current balance on my credit card account as per the attached statement. In February, after speaking with a representative, I promptly paid the amount specified to bring my account up to date. I also requested to receive my statements via email due to residing in Belgium with my parents' address listed on the card. My concerns are as follows: 1. A late penalty was inexplicably charged after I paid the advised amount. 2. Despite my request, statements were not sent via email as agreed upon, causing further penalties. Resolution: I am willing to acknowledge a late fee if the delay was caused by my bank. However, if payment is required, I will comply while exploring other avenues to express my dissatisfaction: 1. Social media shares regarding the billing discrepancies and communication channels. 2. Filing a formal complaint with the Wisconsin Bureau of Consumer Protection. 3. Exploring legal options to contest the imposed penalties. 4. Notifying Best Buy of my negative experience with their credit card services. Best regards, B. Cassady +32 [redacted] [redacted] [redacted] [redacted]

I am Darold A. Morgan. I placed an order for a 43" Samsung TV and a Sony Amp simultaneously. Initially, I scheduled a setup date for both items on 8/7/12 but was not informed about the delivery dates. Now, I have been informed that the TV will arrive on the 8th and the amp on the 7th. Subsequently, the amp delivery has now been rescheduled for the 8th between 8-12, with a new setup date set for the 9th. I am frustrated as I am uncertain about when I will receive my purchases. I am disappointed that both items were not shipped together and that the setup dates had to be moved multiple times. This has been a significant investment for me. Darold A. M. from Ashland, OR at [redacted] Tudor Street.

To Whom It May Concern, My name is Matt Marzullo, an Elementary Teacher in Syracuse City. I am writing to share my disappointing experience with your manager, Josh, at [redacted] Destiny USA Dr, Syracuse, NY [redacted]. I visited the store with a Ring Doorbell purchased for my father in June. Despite not having the receipt, Josh checked my credit card for proof of purchase and unhelpfully informed me that the 15-day return period had expired. I explained that I was giving the Ring as a gift to my parents, who had just returned from Florida, and that I had only recently set it up for them. Following technical issues, I approached the Best Buy at [redacted] Erie Blvd E, Syracuse, NY [redacted]. Manager Anthony provided excellent customer service, addressing my concerns and even assisting me in purchasing a new Ring with a two-year protection plan. Anthony’s professionalism contrasted starkly with Josh's unhelpful demeanor. I intend to recommend the Erie Boulevard location over Destiny to others. I hope this feedback reaches the appropriate parties for consideration. Kudos to Anthony, who exemplifies great customer service. Sincerely, Matt

I bought a laptop for my employee in July, shipped by UPS on July 22. Today is August 7, and we haven't received it. Customer service confirmed the order was lost and said they'd ship it overnight, but we still don't have it. Why weren't we informed earlier? Trumbull Housing Authority [redacted] Hedgehog Circle, Trumbull, CT [redacted] Phone: [redacted] Authorization: H. Polansky, Executive Director Email: [redacted] I am very disappointed as the delay has impacted our productivity and finances. I have purchased various items from Best Buy before. Thank you, H. Polansky Executive Director, Trumbull Housing Authority

The Best Buy store in Germantown, Maryland has been a frustrating experience for me. Despite having a Geek Squad appointment scheduled for 10 am last Thursday, I arrived to find the store wasn't opened until 10:01, causing delays. This has happened consistently, with no improvement despite raising it with Gabriel Zelaya, who passed the issue off to someone else. The lack of coordination among the supervisors and managers was apparent, as the Geek Squad wasn't prepared for my appointment, adding to the disappointment. Despite emailing about my computer issues days beforehand, the service was unprofessional and lacked responsibility. Attempting to speak with the general manager led to unfulfilled promises of callbacks from various supervisors, highlighting a lack of communication and accountability at the store. Even trying to contact the manager directly yielded no response, leaving me dissatisfied with the service and feeling unappreciated as a longtime customer. The corporate office should look into the management concerns at this location for a better customer experience.

I just left the Best Buy at King of Prussia. I went in to purchase a TCL 6 series 75-inch television and a stand after borrowing a neighbor's van. I faced challenges getting assistance in the TV section, waiting for 15 minutes, feeling like an hour, trying to get help. Despite numerous employees in the store, it was difficult to find support. Even after my attempts to seek assistance, I was ignored while employees were engaged in conversations. Feeling frustrated by the lack of customer service, I decided to take my business elsewhere. It's a disappointment considering my 20-year history of shopping at Best Buy. It might be time to reevaluate how employees prioritize customer interactions. I may opt to purchase the TV from Amazon given the comparable pricing and the subpar experience at Best Buy. I hope this feedback helps address the service issues. -Mike