Best Buy Customer Service Issues

I placed an order for a refrigerator on September 9, [redacted]. Despite being promised delivery multiple times, up to October 26, I have yet to receive it. After the last missed appointment, I have not received any communication via email or phone. I've rearranged my schedule and even moved furniture to accommodate the deliveries. The removal of my old fridge was also assured. I've spent countless hours on the phone, waiting for promised return calls. My order number is [redacted][redacted], and I believe there are extensive notes on file. I wonder what kind of compensation BestBuy would offer for the significant inconvenience I've faced.

On Sunday, I went to pick up a TV I ordered on October 13 from the store at Village Point in Omaha. The staff, mainly college-age kids, assisted in loading the TV into my pickup but then left. Unfortunately, the TV fell over and broke in the parking lot. I understand the store's policy once the merchandise is out of the store. However, I wish I had received help tying down the TV. When I explained the situation to customer service, they simply apologized. While I don't expect a free TV, I am disappointed in the lack of assistance or consideration for the situation. Next time, I may shop at Nebraska Furniture Mart, where they secure items in the vehicle for customers. Best Buy's handling of this incident, with no offer to honor the original price or provide a discount, has led me to decide not to do business with them in the future.

[redacted] Malta Court Virginia Beach, VA [redacted] Corie Barry/CEO Best Buy [redacted] Penn Ave. South, Richfield, MN, [redacted] October 31, [redacted] Dear Ms. Barry: As loyal Best Buy and 24/7 Geek Squad customers, we are seeking a $60.00 refund for a recently purchased Acer SA [redacted] BI desktop computer monitor at Landstown Commons Best Buy in Virginia Beach. We have always had positive experiences shopping at Best Buy until a recent incident. On October 20, [redacted], I was quoted a price of $99.99 for the monitor twice by Maxwell in on-line sales and Tanner, a store sales associate. Both assured me the $99.99 price would be honored the next day. However, on October 21, [redacted], sales associate Matthew informed me the price had increased to $[redacted].99. The store manager, Nate Baker, declined to honor the quoted price, leaving me dissatisfied with the service received. As a disabled veteran on a fixed income, I request a resolution to this issue from corporate to avoid sharing my negative experience on social media. I anticipate a prompt response from your office. Sincerely, Michael & Nancy Halperin

On October 5th, I purchased a gas range, dishwasher, and a refrigerator scheduled for delivery on October 9th. The range was missing an anti-tip bracket and the dishwasher didn't work due to a closed bottom design conflicting with my electrical setup. A replacement for the range was scheduled for October 16th, but during delivery, the wrong item was brought. I had to pick up a part for the range at the store and reschedule installation. After installation, a mark on the range door couldn't be cleaned, prompting a replacement scheduled for October 26th, which turned out to be for a return only. Though promised a rescheduled delivery, no callback occurred. After reaching out on October 28th and 29th, I've faced difficulties in rescheduling and faced frustration with customer service disconnecting calls. Despite being told various customer service representatives were managers, no resolution has been reached, leading to ongoing frustration.

I made two orders today: BBYTX-[redacted]52 and BBY01-[redacted]20. Even though both orders were cancelled, my bank claims that my card was still charged. After speaking with multiple Customer Service Agents, the most recent being Jan, a customer service representative I spoke to via the helpline (+1-[redacted]), I was informed that an authorization form needs to be sent to my bank. I shared the email address [redacted] for this purpose. Jan assured me that I will also be copied into this email. My email address is [redacted] This form is required to reach both me and my bank by tomorrow, October 30, [redacted]. Additionally, I am asking for an email confirming that both orders were cancelled by Best Buy, all transaction holds were lifted, and no deductions were made since the orders were not shipped. This email will be shared with my banking officer.

I recently bought an over-the-range microwave from Best Buy online for store pickup. When I arrived, they said they sold the only one they had to another customer who walked in. Not a good experience. The salesperson then canceled my order and advised me to purchase it from a store 45 minutes away, claiming they had it in stock. After the long drive and a wait, they couldn't find my order and suggested they might not have it. This treatment is disappointing after being a Best Buy customer for over 30 years. I am displeased with how this was handled and will hesitate to shop at Best Buy in the future. Operating this way, especially for a large retailer like Best Buy, is unprofessional. One would expect them to prioritize their loyal customers given the competition from other online retailers.

I am interested in purchasing a Samsung refrigerator (21.1 cu ft, top freezer, white - $[redacted]) from you. The nearest Best Buy store is located 70 miles away in Gainesville, FL. I reside in a rural area of FL (Steinhatchee - [redacted]) and I am curious if delivery to our location is available. If so, could you provide information on the cost of delivery? If not, would assistance be offered to load the refrigerator into a pickup truck? I attempted to contact the support line, but I encountered difficulty navigating past the "recent purchase or repair" options when selecting delivery. Thank you.

I recently purchased refurbished Galaxy Buds from the online store and have been enjoying them. However, the left bud started draining its battery much faster than usual, causing the battery case to drain quickly as well. Despite trying a software update and resetting the buds, the issue persists. I attempted to return them on October 31st but was unable to. Is there a way to have them replaced or repaired? Any assistance would be appreciated. Thank you.

Dear Best Buy Customer Service, I want to share my recent frustrating experience with your store. I purchased an open-box refrigerator on 10/21/19 and scheduled delivery for 10/26/19. I received a confirmation call on Friday night at 8pm but only noticed an email from Best Buy at 11pm, informing me that the delivery was canceled for the next day. I replied asking for my fridge and waited. The next day, after preparing for the delivery, I received a call saying it was canceled due to a mistake, and the store manager mentioned a possible delay in loading my item. Later, I discovered in the store that my fridge was still available at a lower price. I am disappointed by the false information and the inconvenience caused. Yolanda V.

I bought Alpine CarPlay online on Sep 3, thinking it would be suitable for my Honda HRV with a scheduled installation on Sep 23. Geek Squad couldn't install it and rescheduled for Oct 17. The installer couldn't make it due to a family emergency. The store manager promised to find the earliest date but failed to follow up. I learned Alpine doesn't support media discs, so I returned it for a Kenwood. The store issued me $[redacted] in gift cards instead of a refund to my credit card. When the Kenwood couldn't be installed due to hardware issues, I returned it and received the refund on two gift cards totaling $[redacted]. I'm dissatisfied as I prefer a refund to my credit card. The manager declined, claiming I missed the deadline, though it was due to Geek Squad's misjudgment. I seek a refund to my credit card.

I was looking to trade in my Galaxy Note 9 for a Note 10+ and was in a hurry. After checking the trade-in value on bestbuy.com, which showed $[redacted] for the Note 9, I called the store to confirm. I spoke to an employee from Albany, although I was in Saratoga, and they assured me the calls are forwarded there. When I arrived at the store, I returned a monitor for $[redacted] and then inquired at the cell phone center. The employee there said my phone was only worth $[redacted] in perfect condition. I explained the situation, showed him the online value, and called the same number I spoke to before. The employee confirmed $[redacted], which I had the Saratoga staff member talk to. The employee admitted he had taken my word for the value. Later, I found out the $[redacted] value was from an old deal still accessible on the website. The Saratoga employee suggested I contact corporate due to my significant spending at Best Buy. This experience left me feeling misled, and I hope to resolve it promptly.

Yesterday, at Best Buy, my husband and I visited to purchase a graphics card and memory card for our computer. An employee offered to help us, but we declined. After browsing for a few minutes, we decided to explore the computers on display. The same employee approached us again, and upon informing her we were just looking, she walked away dismissively. Later, we waited 45 minutes for assistance without success. Observing employees chatting instead of helping customers, I eventually had to seek help from an employee in a different department to access the products. Unfortunately, the same unhelpful employee assisted us during the checkout process, displaying rudeness and a lack of enthusiasm. Both of my experiences at this store were disappointing and unprofessional.

I had a negative experience at your store in Daytona, Florida on International Blvd near Daytona Motor Speedway. The customer service was poor as the staff were rude when I tried to report stolen credit cards being used at the location. They refused to let me speak to the manager. Someone attempted to use four unsigned cards, luckily the card issuers didn't request identification. Typically, a picture ID is required if the card isn't signed. On October 18th, $[redacted].99 was charged on one of my cards, and I discovered this today. I've filed two police reports and suggest checking the footage of the transaction. I plan to share my experience to highlight the lack of ID verification for card purchases at your establishment. Thank you, Marsha Gilbert.

Dear Best Buy, We are members of the Albemarle High School AVID College Readiness class. We are hosting a Holiday Teacher Raffle during the weeks of December 2nd to December 13th. Teachers and students will purchase $1 raffle tickets for a chance to win prizes. We are reaching out to request donations for the raffle prizes. The AHS AVID program aims to show appreciation to our school's staff and educators. Your donation of a gift card, product, or service would be greatly appreciated. AVID focuses on providing educational opportunities and skills development for minority students to encourage graduation and attend college or university, especially for those who would be the first in their family to do so. Thank you for considering supporting the educators at Albemarle High School! Sincerely, The Freshman AVID Class

Hello! I bought a laptop on 10/02/19 with the customer service pin 1[redacted] [redacted]. When I purchased it, I was told I needed to buy Office separately. I paid $[redacted].99 for it. Recently, I discovered that Office was already on the laptop when I rarely use it. I tried to return the unused Office Home and Student, but was told it should have been included for free with the laptop and couldn't be returned due to system restrictions. I was charged incorrectly, and they couldn't help me. I can't afford this extra charge as I didn't need it in the first place. I wouldn't have bought it if I knew it was unnecessary. Thank you for your assistance!

I am thrilled with the Best Buy program where an employee visited our home before our purchase. Jarrod from the Avon, Ohio store was polite, informative, and helped us pick the right technology. The service offered is excellent for customers. Kevin Leahy from Geek Squad installed our new TV and products. He was professional and patient, helping us with the setup. He recommended a universal remote, which we bought during the installation. The remote has been great for navigating the new smart TV. I appreciate Best Buy for hiring such helpful and personable staff. Upgrading to a smart TV has been a fantastic experience. Thank you, Sheryl Munson, Avon, Ohio.

I have an order for an 82" Samsung Q80R TV, receiver, center speaker, installation, etc. at the Best Buy in St. Petersburg, FL for approximately $8,[redacted]. I have been working with Patrick Alamo in the Magnolia section to finalize the contract and set an installation date. Unfortunately, I have had trouble getting a response from him via text messages and voicemails. Despite setting up two meetings, he has cancelled last minute claiming he was busy with a customer but never returned the call as promised. When I visited the store on Sunday, Nov 17th, he was not present despite saying he would be. I have contacted Best Buy customer service for the St. Petersburg/Clearwater stores ([redacted]) twice in the last 2 days for assistance but have not received a manager callback as promised. I am hoping to make this purchase soon, but the lack of follow-up from Mr. Alamo is making it difficult to trust in Best Buy to provide a satisfying experience. I realize it's a busy time, and salespersons no longer work on commission, but my past experiences with Best Buy have never been as frustrating as this. I hope that Best Buy can address this situation promptly to restore my confidence. Thank you. - Joe D.

I purchased a refrigerator and then placed an order for a GE washer and dryer with the same store. However, the washer and dryer did not arrive as scheduled, and I had to take time off work for the delivery since they missed attaching a delivery date to the order. To my surprise, they never informed me of their 15-day return policy during any of my interactions. The washer I received is unpleasantly noisy and doesn't wash as effectively as the previous model. When I tried to return it, I was informed that the only option was to have a repair technician inspect it, leading to more time off from work. I find this unacceptable as I don't believe a brand-new appliance should need repair. Despite my efforts, the store refuses to cooperate. I am extremely dissatisfied and will take this matter further if necessary, including disputing the charge for the washer, never shopping at Best Buy again, and reporting them to the BBB. Their lack of compensation for their mistakes and my inconvenience is disappointing, and their strict return policy is unreasonable.

On 11/13/19, my grandson went to Best Buy in Spanish Fort, Alabama with his iPhone 7 for a battery replacement. During the process, the Geek Squad associate accidentally broke the home button. Ashlyn advised him to take the phone home for updates, with the option to receive a new iPhone 7 if the issue persisted. The next day, on 11/14/19, my grandson returned to Best Buy, and Tyler confirmed they would provide a new phone, which should arrive in 2-3 days. Best Buy also refunded the battery replacement fee. Despite contacting the general manager on Saturday, 11/16/19, with no resolution, further communications revealed that the phone had been sent to Apple for repairs and would now be delayed until Wednesday, 11/20/19. Apart from Ashlyn, the other associates were perceived as rude and unprofessional. It's acknowledged that the issue stemmed from the Geek Squad at Best Buy, not Apple, as claimed. This situation has left my grandson without a phone for work or emergencies since 11/14/19.

I am writing to share my recent customer service experience. As someone who works in customer service, providing feedback is not something I do lightly. I want to split my encounter into two parts to give a balanced view. Firstly, I visited my local Best Buy in Walker, MI after a frustrating phone call. I must highlight the outstanding service I received from the manager, Alaina, and Geo from the appliances department. Their kindness and professionalism stood out, and they are assets to your team. On the flip side, my call to the guest services department before visiting the store left a lot to be desired. I explained an issue with an appliance purchased 5 months ago, only to face resistance and lack of empathy from the representative. Despite multiple requests, I was denied the opportunity to speak to a supervisor. The experience was disappointing, with the representative citing policy inflexibility, even though the situation was due to a company error. I hope this feedback can be a learning opportunity for your guest services team. I appreciate the exceptional service at the local store and encourage improvement in telephone customer support. Warm regards to the staff at the store for their understanding and empathy.