Best Buy Customer Service Issues

I purchased the LIFX WiFi LED tiles for $[redacted].99 in mid-August from Best Buy. Unfortunately, these lights have never fully functioned; I could only get two of them to work. Despite this, I still had two of the tiles hung up for a few days. This morning, I woke up to the strips that are used to hang up the tiles falling and hitting my head, resulting in a significant hematoma on the left side of my skull. I would really like to return these lights. I have the receipt, box, and they are all in brand new condition. I am aware of the 15-day return policy, but I was hoping there might be some way to make an exception. The employees who assisted me with the purchase even cautioned me about these lights, and now I regret not listening to their advice. Thank you for taking the time to read this and assist me. If needed, I can be reached at [redacted] and [redacted].

I am currently outside of Canada and my credit cards have been stolen. Unfortunately, I do not have access to my account number or passwords to log in and can't call the toll-free number from my location. I need to update the credit card number for my monthly Geek Squad membership before the next payment. I waited 40 minutes for a chat agent with no success. Please provide guidance on how I can make this change before the upcoming due date. Alastair D. Edmonton, AB, T5T 6A3

I purchased a TV from the Grandville, Michigan location for $[redacted]. After a week, one HDMI port stopped working. With the other two ports still functional, I didn't return it. A month later, another port failed, so I attempted to return it today. The store manager informed me it needed to be sent in for repairs. I requested a swap for the same model, but she declined. While I understand it's store policy, the TV seems to be consistently faulty. I explained to her that she could have resolved this by offering a swap and dealing with the defective TV herself. I have been a loyal customer who frequents the store every Christmas for electronics, choosing them over cheaper options because I value the store experience. However, due to this incident, I am now hesitant to continue supporting the store. I will settle my Best Buy credit card, which generates $[redacted] in interest annually, and close it along with my wife's account. I had also previously purchased my surround system there during a house renovation. Sadly, I have decided to cease future shopping at Best Buy, and I will convey my dissatisfaction to others who consider shopping there for similar products.

I purchased a Bella toaster from your OKC Quail Springs store, but it is not functioning properly. I returned it to the store, but they directed me to contact Bella. Dealing with Bella to get a replacement or refund has become an ordeal. They are asking me to cut the cord off the toaster, which I believe would void the warranty and leave me without a toaster. One slot in the toaster works, so I can manage for now. However, I am frustrated with the lack of assistance. I plan to share my experience on social media if the issue is not resolved promptly. This has influenced my decision not to shop at Best Buy for my kitchen remodel. I value good customer service, which I feel Best Buy has failed to provide in this situation. I will be reaching out to other retailers if this matter remains unresolved. Thank you for listening to my concerns. - C.M. from Edmond, OK.

I had an unsettling experience involving a purchase made on my at&t account at Best Buy store #[redacted]. I wasn't in the area at the time and suspect some form of identity theft. I saw the at&t notifications and a Best Buy receipt with sales tax paid in cash by an unknown person for a new iPhone 11 pro. I contacted at&t, who promptly removed the unauthorized charges. I also informed the store's manager, Edwin, who mentioned the possibility of identifying the culprit through surveillance footage but asked for a police report. Unfortunately, the local police office's limited hours make it challenging for me to report the incident. Despite being refunded, I believe pursuing the thief is the right course of action. The receipt number is: val:[redacted]54-[redacted]38-[redacted]4. Any assistance is greatly appreciated. Thank you.

Order #BBY01-[redacted]67 stated that the item was delivered to my garage in Birmingham, AL. However, on October 3, [redacted], I did not receive any package. I was home all day waiting for the delivery and there was no package outside the garage door. I find it strange that the package would be delivered to the garage instead of the front door, which is the most visible location. Please investigate this matter. Thank you, LS

I purchased a computer last year and paid for Geek Squad service. I was told it would be $[redacted] annually, but this year they charged me over $[redacted]. I cannot get any help, their customer service is terrible. I have spoken to my credit card company, and they will not allow this charge again. I am very disappointed and will never buy anything from BestBuy again. They told me to bundle everything, but when I did, the services were already included. I have filed complaints with my banks and will stop automatic withdrawals. Next time, I will consider Verizon. BestBuy has been a horrible place to do business, and I would not recommend anyone shopping there. It's frustrating that I can't even call the store to speak with someone.

To the concerned party, I recently took part in a promotion where spending $[redacted] on my Best Buy credit card would earn me a $50 gift card. The promotion was active from 7/15/[redacted] to 8/31/[redacted] and promised that gift cards would arrive 2-4 weeks after the promotion ended. Despite meeting the spending requirement, I did not receive the gift card within the expected timeframe. When I reached out to Best Buy, a representative informed me that my certificate was emailed on 7/31/[redacted] and expired on 9/8/[redacted]. I have checked my email thoroughly and did not find any certificate. It is illogical to receive a certificate a month before the promotion concludes. As a long-time Best Buy customer who has made significant purchases, including appliances, this has been a disappointing experience. I had high expectations based on the promotion terms but feel let down by the delay and miscommunication. I trust that you will address this matter promptly to rectify the situation. Sincerely, Julie H.

Issue with Purchased Items I have recently bought two items from your store, and unfortunately, both have stopped working. The first item, which I did not purchase insurance for, ended up costing me a significant amount to repair due to being out of warranty. The second item, a cheaper computer for which I did purchase insurance, was supposed to be eligible for a replacement if it broke or got damaged. However, when I tried to utilize the insurance as informed, I was met with inaccurate information. The insurance cost was a significant portion of the item's price, yet the replacement process is taking longer than anticipated. As a retired individual, these repeated issues with the products and warranties are frustrating and financially burdensome. I feel misled by the information provided and am disappointed in the experience with your store.

I accidentally hit send due to the stress of having to buy a new computer. I feel frustrated that I wasted my money on faulty equipment again, especially since purchasing insurance didn't help. According to your sales associate, my computer was supposed to be replaced, not repaired. I shouldn't have to wait for the computer and suggest training your employees not to lie. It's important to be transparent about repair policies instead of misleading customers into buying insurance. Now, I have to buy another computer to continue with my tasks. I am extremely disappointed with the service and lack of accurate product information provided.

On September 28th, I applied for a Best Buy credit card and was approved the same day. I received an email confirming that it is a My Best Buy/Citi Bank card. When I log in to Best Buy's website, the account shows with the last 4 numbers under my name and address. However, I'm unable to access my account since I haven't received the actual credit card yet. I'm a bit confused about how to access my account. I tried calling customer service, but had difficulty understanding the representative. It seems like there may be an issue with using the account without the physical card.

Hello, I recently visited your store in Shakopee, MN on T 10.2 to shop for a new tablet. While I had a great experience with one of your reps who assisted me with the purchase, my interaction with another associate was quite disappointing. While waiting at the front of the store, I made a remark to my daughter about the wait, and an associate from a different aisle interjected, implying that I needed to wait for an item to be retrieved from overstock. Despite not seeking assistance or engaging with this associate, they rudely commented, suggesting I take my business elsewhere. The lack of customer service training was evident in this interaction. I believe there were better ways to handle the situation or not get involved at all, especially since I was conversing with my daughter, not seeking help. The associate who assisted me, Virginia from the warehouse, was helpful, and I appreciate her service. While I enjoy the in-store experience at Best Buy, I have noticed better online prices. In today's competitive market, customer retention is crucial, and I hope incidents like this are addressed to maintain customer loyalty. I would appreciate a follow-up on this matter. Thank you for your attention, Kari Clements

Hello, my name is Cristian C. and I am a customer of yours. Recently, when I checked my credit report on Credit Karma, I noticed that there were two late payments recorded. The first one was in June [redacted], when I was in boot camp and someone was supposed to handle my bill but didn't. The second late payment was in August [redacted], as I am currently deployed and was unaware that the payments were late because I thought my family member was making them. Due to limited internet access, I wasn't able to keep track of this. Upon realizing this, I arranged for my mom to make the payments to avoid further issues. I observed that my credit limit has been significantly reduced, presumably because of the late payments. I have always been diligent about making on-time payments to improve my credit score, and the missed payments were unintentional. I kindly request your assistance in restoring my credit limit. Thank you.

Dear Customer Service Team at Best Buy, I am writing to report an issue with the iPhone 11 (Serial Number C7CZ6KPNN72Q) that my wife and I purchased at your store located at [redacted] W 191st St, Tinley Park, IL [redacted]. We specifically bought this phone under the understanding that it was unlocked for use in Amman, Jordan. One of your employees confirmed that the phone would work with Jordan's telecommunications provider, Zain. On the 3rd of October, when we attempted to use the phone in Jordan, we encountered an error message stating "SIM Card not valid." Despite obtaining a new SIM card, we continued to experience the same issue. We were advised that an email from Best Buy is required to resolve this matter and activate the phone for use. We would appreciate your guidance on how to proceed to resolve this situation promptly. Thank you for your attention to this matter.

I purchased an Insignia laptop charger that was supposed to be compatible with my Asus laptop. However, none of the six tips provided fit my computer. Despite the label indicating that tip 41 should work, even the smallest tip is too large. I am frustrated by the false claims made by the store regarding product compatibility and the lack of knowledge among the in-store staff. A guarantee should be honored, and both the store and the product are only as reliable as their claims. This item should be removed from shelves and properly labeled. I work as a full-time teacher and am a single mother, making it difficult for me to return to rectify this error. I hope for expedited delivery of the correct charger for my Asus Sonicmaster laptop if you intend to stand by your guarantee.

I bought a Google Pixel 3A phone from Best Buy on a Fido plan four months ago. Unfortunately, the phone broke yesterday, and I found out my service plan was canceled, which I didn't authorize. The Service Plan was mistakenly linked to some products I returned, leading to the cancellation. The store leader at the 17th Street branch accused me of canceling it, implying I'm dishonest. Having been a loyal customer for years, this treatment is disappointing. After speaking to a representative, I learned that returning items on the service plan receipt can automatically cancel the plan. I hope this issue can be resolved promptly. Sincerely, Brian

On March 31, [redacted], I made a purchase at Best Buy using my Mastercard for an HP OfficeJet [redacted] wireless printer. The sales representative recommended the HP 65 Ink Combo 2-pack, assuring me it was compatible with the printer. Unfortunately, the ink turned out to be incompatible, and despite speaking with multiple staff members, including Kadeen, Roy, Glen, Laura, and Andrew, Best Buy refused to exchange it for the correct HP 63 ink, citing policy. Disappointed with the response, which included only a 10% discount if I repurchased the correct ink immediately, I felt that Best Buy's policy was unfair to customers facing mistakes made by their employees. I will settle my account with Best Buy and take my business to a store where policies are more customer-friendly. Thank you for your attention to this matter. - Frances Bennett

Hello, I'm Nithya. On October 1st, I bought 2 smartwatches, a Fossil Gen 5 and a Fossil Gen, from the Best Buy store located at [redacted] 5th Ave Front A, New York, NY [redacted]. Unfortunately, I seem to have misplaced the bill totaling $[redacted].90. The payment was made using my Amex Card, ending in -[redacted], around 9 pm on the same day. I urgently need a copy of the bill to submit to my company. It would be greatly appreciated if you could assist me in obtaining a duplicate bill, preferably sent via email. I eagerly await your prompt response. Thank you, Nithya

I am reaching out regarding a distressing experience my mom had at your company. She visited the local Best Buy in Altoona, PA, which is challenging for her due to her prosthetic leg and need to speak and breathe through a neck hole. She went in to purchase three Nintendo Switch games, but when she asked for help, the employee was rude. He told her, "Look lady, if you can't talk normally, go somewhere else to shop," and walked off. This incident left our mom feeling embarrassed and in tears. Is this how you treat individuals with disabilities?

I bought an Open Box Whirlpool Washer from the Highland Indiana store on August 21, [redacted], for $[redacted].99 with installation. The delivery was scheduled for 8/31/19 between 7 am to 11 am, but it never arrived due to a fake fraud alert on my account. Julie from the appliance department mentioned there was a fraud alert and that I should contact my bank. After hours on the phone with the bank and corporate, Lionel offered help and promised a $[redacted] gift card for the inconvenience. The washer was eventually declared lost, and a similar one was offered at a higher price. I requested a $[redacted] credit instead. The installation team informed me that the steam option was not included, causing further confusion. Despite multiple trips and calls to the store, the promised credit has not been issued. Jim at the store was unhelpful and dismissive, leaving me feeling frustrated and neglected. I expect the $[redacted] credit to be applied promptly to my account as agreed. Thank you, Joyce Mou