Best Buy Customer Service Issues

I am experiencing an issue with my Samsung refrigerator's ice maker, which has malfunctioned after just 11 months of use. My wife and I have researched extensively and discovered numerous class action lawsuits related to this particular problem. It is disappointing to see Samsung has not addressed or taken responsibility for these issues. We invested nearly $[redacted] in a product that should not have such significant flaws. Before I escalate this matter further, I have two crucial questions for Best Buy. Firstly, why are you promoting and selling a product with well-known issues from a company like Samsung, who appears to overlook their customers' concerns? Secondly, how does Best Buy plan to assist and resolve this issue for its customers affected by this appliance failure?

Currently at Best Buy in Midlothian, Virginia, attempting to purchase a TV for the last hour and a half has been a frustrating experience. Despite selecting a TV and having it brought to the front, the TV was restocked before I could complete the purchase. Upon retrieval of the TV, the price rang up higher than initially quoted. After further discrepancies, I opted to search for a different TV within my budget. A power outage further complicated the checkout process, resulting in a prolonged wait at the customer service area. Despite the store's suggestion to visit another location, I was intent on purchasing the TV and could not do so online due to the system outage. Displeased with the overall situation, I feel that more than a 5% discount is warranted for the considerable delay and inconvenience I have faced.

I purchased the Lenovo Yoga [redacted]-12IKB Laptop (ideapad) - Type 81B5 at Best Buy in [redacted] with the serial number P202H6XG. I reside in Sao Paulo, Brazil, and was assured by the seller that there would be support available in my city. Unfortunately, I recently needed service while still under warranty, only to be told by Lenovo that there is no warranty or service available for this model in Brazil. I am looking to exchange it for a similar device that has service and support in Sao Paulo before my warranty ends on October 20th. I have a family member traveling from Florida to Sao Paulo, who can bring back the new device and return mine. The issue with my current laptop is a noisy processor affecting my video conferences. My sister, Grace N. G. A., will be in Sao Paulo from November 9 to November 25, [redacted]. Thank you for your attention. My WhatsApp: +55 11 [redacted]82. Looking forward to your response. Thank you. Flavia N. G. P.

I recently bought an open box HDMI Switch at the Rio Hondo Bayamon PR store and unfortunately found out it was missing the power supply when I opened it. Upon returning to the store, I was met with disappointment. The staff claimed missing accessories are usual for open box items and insisted I must pay for the replacement or cancel my purchase. Despite showing them a label on the box stating "no missing accessories," I was met with no success after arguing with them for some time. Frustrated with the poor customer service, I ultimately decided to return the item. This encounter was incredibly disappointing with employees showing no care for customers. As a loyal customer of Best Buy for many years, this was a first for me. I urge the company to address the issues at this store location. Sincerely, P Martinez

I purchased a Ring video doorbell and chime package yesterday. I was supposed to receive a free echo five with my purchase, but it wasn't included. I spoke with a woman who said she would order it, but later asked for more information. When I called back, I had to start over, so I went to the store the next day as advised. Unfortunately, the manager couldn't honor the offer as it had ended. I returned my purchase and contacted Customer Service, but they couldn't assist since I had already returned it. After multiple frustrating calls, I didn't receive any help from four different representatives. Hoping for a resolution soon.

I am inquiring about order number BBY[redacted][redacted], which was delivered to my tenant in Atlanta, GA last week. This has been an extremely frustrating experience with poor customer service. The gas stove I purchased for my tenant seems to require a specific hookup, and even after one week, I have yet to be informed of the necessary part. I have spent hours on the phone trying to get this simple information, but no one seems to have it on record. The incompetence of your staff is astounding. The call center agent I spoke to today was particularly unhelpful and could not grasp the issue despite my repeated explanations. Why is such a straightforward matter turning into such a nightmare? Is there anyone at Bestbuy who can actually assist with resolving this problem?

The refrigerator installation was flawed. We, my wife and I, purchased a new Whirlpool refrigerator in July [redacted] from Pacific Sales in Temecula. We needed the door to be changed from a right-hand opening to a left-hand opening. The installers switched the hinge before bringing it into our home. Unfortunately, the door now squeaks loudly. The refrigerator is still under its 1-year warranty, but Whirlpool claims it's an installation issue and is unwilling to fix it without a $69.95 + tax service charge. Whirlpool suggested contacting Pacific Sales, where it was bought, to see if they can help. When I reached out to Pacific Sales, they mentioned it's been over 30 days and would require a service charge for any assistance. It's frustrating to deal with the blame-shifting and lack of accountability.

I encountered an issue with my recent Best Buy purchase in Barboursville, WV. I saw an online promotion for a ring video doorbell and chime bundle with a free echo show 5, which I confirmed with the store. However, upon purchase, I realized the echo was not included in the same box. After contacting Customer Service, there was confusion regarding the order, resulting in me not receiving the echo. Despite efforts to rectify the situation, including returning the purchase, I did not receive the promised item due to the promotion ending. The experience left me feeling undervalued as a loyal customer.

I recently contacted your Best Buy store in Columbus, Ohio, on Morris Road to inquire about the availability of the iPhone 11 Pro. The website was not very helpful, so I had to call and speak with a real person. The person who took my call was named "Tori" (female). I must say this was the best customer service experience ever! Tori took the time to look up the phone in the system to see if one was available. When I requested her to check the inventory to confirm its availability since I was driving 82 miles to the store, she promptly agreed without any hesitation. Not only did she confirm that the phone was in stock, but she went above and beyond by contacting every Best Buy in the area to check their inventory as well before I made the trip to Columbus, Ohio. As an employee at Carnival Cruise Line, we highly value customer service to ensure each guest has the best experience. Today, Tori provided me with an exceptional experience even though I didn't end up purchasing a phone.

I have been trying to resolve this issue without success. I am extremely disappointed and will not be shopping at Best Buy again, especially for laptops. I initially bought an HP Pavilion which had a faulty motherboard beyond the return period. Subsequently, I purchased an HP Envy, which also malfunctioned within a month. Despite spending $[redacted] on an HP Spectre, which I believed had a one-year warranty, I was informed otherwise. HP is willing to honor the warranty and provided return instructions, but Best Buy is not cooperating. I was unaware of the need for an extended warranty which was not clearly explained to me. Despite my multiple purchases of HP laptops and a Lenovo tablet from Best Buy, I am disheartened by the lack of customer service. I will not be returning to Best Buy or buying the Nikon camera I had been considering. It seems Best Buy might be selling subpar products and failing to support customers properly, which is not good business in my opinion. Thank you for considering my feedback. Regards, T. Berg

Hello, I am reaching out regarding my recent experience at your stores. When inquiring about purchasing a 65” Frame TV at Deer Park and Gurnee locations, I was promised by a sales associate at Deer Park and a Samsung representative at the Gurnee store that the Geek Squad could install the TV with the cord hidden behind the wall. Sadly, during installation, I was informed it was not possible due to fire safety regulations, leaving me disappointed. Despite purchasing the necessary kit, it could not meet the required safety standards. This experience has left me feeling misled and has impacted my trust in Best Buy for future purchases. I hope to hear your thoughts on this matter. Thank you, Rebecca F.

Dear Sir, My name is Paramjeet Kaur Arora Jhansal, and I am 61 years old. I planned to visit my nephew in New Delhi, India, after 5 years and wanted to gift him a Lamborghini Hoverboard. I bought the Hoverboard from your website with SKU [redacted]6, Quantity 1, at a price of $[redacted].99. Unfortunately, I was unable to take it with me due to restrictions at the Canadian airport and had to leave it with the airport authorities. A friend later retrieved it for me, but at my age, I find the product unsafe to use. I kindly ask for your organization's assistance in arranging a return and refund, even though it has been over 2 months since the purchase. I was not in the country to start the return process. I hope you can reconsider my request. Thank you, Paramjeet.

Dear Sir, I am Paramjeet Kaur Arora Jhansal, a 61-year-old individual. Recently, I purchased a Lamborghini Hoverboard (SKU: [redacted]6) from your website to gift my nephew in New Delhi, India. However, due to airport regulations, I was unable to carry the hoverboard with me to India and had to leave it with the authorities at the airport. As a senior citizen, I find it challenging to use and would like to request your organization to assist me in arranging for a return and refund of the product. Despite the 30-day return policy having elapsed, I was unable to initiate the return process as I was out of the country. I kindly ask for a reconsideration of my request for the return process. Thank you, Paramjeet

Recently, my TV stopped working, possibly due to internal condensation. With the Geek Squad protection plan, I contacted the 1-[redacted] number for assistance. The representative offered to schedule an appointment, but also suggested I take the TV to Best Buy. Unfortunately, at the store, they couldn't inspect it due to its size. While returning it home, the screen got cracked during transportation. When the technician followed up, they concluded the issue was irreparable and not covered under the plan because of the screen damage caused by moving it. The initial problem of humidity would have been covered if not for the subsequent crack from following the advice to go to the store. It's frustrating to have the original issue overlooked due to this chain of events. Thanks for any guidance. Best regards, Josh

When I first purchased my second ASUS laptop and other items at Best Buy, I faced issues with the installation of Office software, email transfer, and booting up the laptops. The Geek Squad assistance was not satisfactory, and a store manager suggested a lack of enthusiasm due to supporting Apple products. Despite being a loyal customer with previous purchases of printers and a TV, the experience has deterred me from returning to the store. I have also reached out to the company via email several times without any response. As someone with poor health relying on oxygen, the repeated store visits for unresolved issues have been frustrating and caused me distress. I hope for an improvement in the service quality and better communication from the store or company in addressing these concerns.

I purchased a new laptop three days ago along with the Office Home and Student card. Despite loading the software, I kept encountering an error code every time I tried to use Word. After attempting to contact Microsoft, I faced a long hold time. Seeking assistance from the salesperson at BestBuy led me back to Microsoft support. I opted for a 2-year Geek Squad plan today for further support. Unfortunately, the live chat technician couldn't assist without an additional fee, claiming I had the wrong plan. Feeling frustrated after three visits to BestBuy, I am left unresolved and disappointed in the lack of post-sales support. Tomorrow, I plan to return the laptop, cancel the plan, and request a refund for the faulty software. This experience has soured my opinion of BestBuy and its services. - JD

We purchased a new Bosch dishwasher from the store on Conventry Road in Ottawa, ON. The delivery on Oct. 22 missed the manual. The installation on Oct. 24 revealed it was missing a cover plate and drain hose. The store provided the wrong parts initially. After some back and forth, we finally have the correct plate, but installation is delayed till next week. Understandably frustrating as retirees with limited hand mobility, having a dishwasher is crucial. Attempts to contact the store in the morning were unsuccessful. The installer was helpful and fixed a minor leak he caused. The store's quality control seems lacking, but we hope for a prompt resolution now that we have all the parts. Thank you. Edward and Elaine Zaluski, Ottawa, ON. [redacted]. Email: [redacted], [redacted]

Order #: [redacted][redacted] Hello, I shopped at your Roseville, CA store on 10/5/[redacted] and was assisted by a tech staff member in selecting a new Microsoft Surface Pro 3, 13.5” in Sandstone. The laptop was scheduled for delivery to my home by 10/22/[redacted]. A few days later, I logged into my Best Buy account and cancelled this order. As a graduate student, I decided it would be more suitable to make this purchase after the holidays. I am eagerly awaiting the refund to my Wells Fargo checking account linked to the debit card ending in [redacted] that I used in store, but I haven't noticed any signs of the funds being returned. Could you please provide an update on the refund status? Thank you for your assistance. Best regards, M. Weathersby

In March [redacted], I bought a Lenovo Yoga based on a recommendation from a Best Buy employee, and unfortunately, I'm still paying for it. Even though it stretched our budget, as a teacher, I needed a reliable, lightweight computer with ample space. I invested in 3 years of tech support, including ADH and Total Tech Support, considering it was a costly purchase. Initially, I was thrilled with it until last Tuesday. Despite multiple attempts by Geek Squad employees at the Boardman, OH, Best Buy, including George and Rob, I was locked out of my computer and had to resort to a factory reset, losing all my data. This experience left me devastated, leading me to regret my choice of Lenovo and the tech support. I yearn for the ease of a Mac and feel dissatisfied with the trade-in offer I received from Best Buy for a 7-month-old computer I'm still paying for. My husband and I make thoughtful financial decisions, and now, I'm frustrated that my supposedly top-notch Lenovo Yoga failed so soon. I wished Best Buy had more solutions to offer, like covering the cost for data recovery. My attempt to back up using an external hard drive also encountered issues, adding to my disappointment. I've reached out to Lenovo and hope for a resolution. If this is not the correct channel, kindly redirect my message. Thank you for your attention. Disappointed, Jeannie Bloomster

I scheduled a home visit to measure for a new refrigerator, but the person never followed up with me. Despite the building management being present during the measurement, Best Buy did not contact me afterward. I needed a recommendation for the best fridge for the space with accurate measurements. After multiple calls over ten days, I was finally connected with someone in Los Angeles to address the issue. I had already purchased a refrigerator from Best Buy to avoid delays for my tenant before getting any assistance. Even the local Best Buy salesperson could not find my appointment. I later discovered that the person who measured my condo had computer issues and failed to send the data. Despite eventually resolving the matter, the experience was inconvenient and made me hesitant to use Best Buy again. It was frustrating having to actively pursue answers after already making a purchase. I hope for a more reliable and customer-centric approach in the future. Further details will be provided once I receive your response.