Best Buy Customer Service Issues

On December 26, [redacted], I brought my iPhone XR to the Geek Squad at Best Buy on [redacted] Exterior St, Bx NY for repairs because the receiver wasn't working. They advised me that the phone was not fixable and that I would receive a replacement device. After tracking the service, I was told I was waiting for a replacement part instead of a phone. Despite numerous calls and visits to the store, I received conflicting information. Eventually, after weeks of misinformation, I reached out to Geek Squad and was informed that my phone couldn't be located. Unfortunately, my problem remains unresolved after visiting the Best Buy store again.

I visited Best Buy today with my daughter at 1pm at the Burlington location on Brant Street. We were looking for advice on transferring files from my daughter's Apple laptop to a portable hard drive she bought from Best Buy. Despite the store being quiet, we approached an employee who directed us to the Geek Squad. When we went to the Geek Squad area, we observed two customers being helped, but unfortunately, we were not acknowledged for 10-15 minutes. Feeling ignored, my daughter and I decided to leave. I can't help but wonder if my race played a role in the poor service we experienced as I am a black man.

Subject: Unauthorized Attempts to Auto-Renew Office [redacted] I would like to address the continued unauthorized attempts to charge my credit card for the auto-renewal of Office [redacted]. On January 3, [redacted], I spoke with Eli and specifically asked for the charges not to be made until my renewal date on Feb 2, [redacted]. Despite this, Best Buy attempted to charge me multiple times on Jan 2, Jan 3, and again on Jan 16, [redacted]. The last attempt was declined due to insufficient funds. I have intentionally kept my card balances low to prevent further unauthorized charges. I am requesting that all auto-renewal attempts cease immediately until my renewal date in February. I have not received the email confirmation promised by Eli (confirmation [redacted]72). Kindly confirm that no further charges will be made, and provide me with an updated confirmation. Thank you, Sharon T. Email: [redacted] | Phone: [redacted]

Regarding my previous order number [redacted]24 for a laptop purchased on December 10, [redacted]: Initially, I paid $[redacted].86 online and went in-store to pick up my order. At the store, I requested to change my payment method. They indicated I would need to return the item and repurchase it. Eventually, I used a different VISA card for payment which resulted in a charge of $[redacted].63 more than the online price. After discussion with the cashier and her manager, the overcharge was credited back. However, Capital One still shows the original charge of $[redacted].86 as picked up on December 11, despite my pickup on the 10th. I visited the Tracy, CA store and spoke with Cathy who acknowledged my concerns and stated she forwarded the issue for resolution. Best Buy customer service mentions the necessity of a return receipt to address the discrepancy. I still possess the packaging label from the laptop pickup.

On Black Friday, 11/29/19, my daughter, Susan M., bought a Google Pixel 3A from Best Buy for $[redacted].99 with a Verizon contract. She received a $[redacted] discount, bringing the price down from $[redacted].99. After receiving a defective phone, she exchanged it at the Elmhurst Queens store on 12/08/19. The new phone was promised at the same price but my Verizon bill showed a higher amount. Verizon directed me to Best Buy. Visiting the Setauket, N.Y. store, Kristofer S., Specialty Sales Manager, assured me they would fix the issue. However, as of Jan. 19, the problem remains unresolved. Numerous attempts to contact Kris have been unsuccessful, despite leaving messages. Please assist. Thank you.

On 1/7/[redacted], I purchased a Harbor View/Accent Cabinet with delivery and assembly requested. The order number is [redacted][redacted]. Despite being assured of a prior delivery call, I only received a call on the delivery day, 1/18/[redacted], from Germaine Alvarez at 8:30 AM. After noticing the truck passing, I contacted Germain but got voicemail. He later informed me that the stand was not available and needed to reschedule. Dameon, the salesperson, then explained that the stand was held up with the manufacturer and promised to update me by 1/19/[redacted]. This entire experience has been unacceptable as there was a lack of communication until the last minute. After trying to escalate the issue to a manager (initially Shawn then later Juan from the TV department), I was informed of a shipping error. Despite being offered an alternative stand, I am frustrated and awaiting a follow-up call to determine if the original stand will be received. Depending on this outcome, I may need to cancel the order. I refuse to pay for an item I have not received and the ongoing inconvenience.

I had an issue with Best Buy's Geek Squad regarding the diagnosis of my computer. Initially, they recommended a new motherboard, but upon further inspection, they admitted they made an error. After leaving my computer at the Torrance store on December 17th for repairs, a month passed without any updates. Today, when I requested my computer back, the store manager said it would take two weeks. Due to the urgency of needing important business data from my hard drive, I asked for expedited service, but was met with resistance. Despite requesting overnight shipping, the manager claimed they couldn't call the location in Kentucky as they lack phones. I am extremely disappointed with the poor customer service and am considering sharing my experience to warn others. My past purchases at Best Buy will cease unless they improve their service.

This is a transcript of a recent chat with Best Buy's agent that was abruptly ended. The conversation involves a concern about the ink order (Order Number: BBY01-[redacted]34) for an Epson WF-[redacted] printer. The customer explained that the ink was ordered in late December during a visit and installed in early January, but the printer shows the Cyan ink is running low despite minimal color printing. The agent suggested visiting a local Best Buy store to address the issue, but the customer expressed reluctance due to age and inconvenience. They requested a replacement for the potentially defective cartridge.

I recently tried to return an item I purchased on November 30th, but I was informed that it was past the holiday return period. I find it unfair that the return policy is restricted during the holiday season, assuming all purchases made in November and December are for Christmas. This was actually a birthday gift for a later date, which I was unaware of when I bought it. Even though I was willing to accept store credit, I was not given that option, and I left without making any purchase. I am now dissatisfied with my experience at Best Buy and will no longer be a customer, nor will I recommend it to my friends and family. This incident has been disappointing, especially considering I have never encountered any issues with the store in the past.

We purchased a built-in microwave from Ryan West, Best Buy Home Rep, around January 4, [redacted], to replace our old one. The microwave and trim kit were delivered on January 8, [redacted], but the unit was damaged, so it couldn't be installed. UPS/FedEx provided a label for the damaged unit, but did not specify a pickup date, and we missed the pickup. A second unit arrived, but it was also damaged when installed rep James came on January 18, [redacted]. Customer service (Valerie/Jennifer/Wesley) on January 20, [redacted], mentioned sending a de-install team before a new unit could be exchanged and installed. Despite multiple calls, the situation has not been resolved. I spoke with Mike on January 21, [redacted], who stated that an escalation team member would contact me. I am requesting the damaged unit to be picked up and a refund issued promptly.

I purchased a built-in microwave from Ryan W., a Best Buy Home Representative, around January 4, [redacted], to replace our old unit. Unfortunately, upon delivery on January 8, the install team found the new unit damaged and couldn’t install it. After multiple unsuccessful attempts to exchange the damaged units, I now have multiple microwaves in my kitchen. I spoke to various customer service representatives including Valerie, Jennifer, and Wesley on January 20, [redacted], who informed me that a de-install team needed to come first, before receiving a new unit. I spoke to Mike on January 21, who said an escalation team member would contact me within 24 hours. All I want is for the damaged unit to be picked up and a refund issued.

Today, I placed an order online for an iPad Air to pick up in-store. Upon arrival, I was informed that my order had already been collected by someone else. Despite showing the ID as stated in the confirmation email, I was unable to retrieve my item. Disappointed by the lack of support received, I was advised to dispute the charge with my credit card company. During my visit, I contacted my credit card company who advised me to file a police report due to the situation not constituting fraud. The Best Buy representative should have confirmed the identity of the person collecting the merchandise, which did not happen. Subsequently, I reported the incident to the police while still at the store. The Best Buy representative disclosed that an individual arrived claiming to be Tabetha Strack, was verified without proper ID verification, and was given my belongings valued at over $[redacted]. I understand the challenges in recovering the item through the police, despite having provided the serial number. The behavior of the employees goes beyond incompetence and raises suspicion. I am taking steps to dispute the charge and have requested a refund from the customer service department. If any Best Buy staff are found to be involved in this incident, I am prepared to take legal action. Such poor customer service in this day and age is unacceptable.

In February [redacted], I purchased an HP Omen laptop for about $[redacted] CAD from Best Buy, who proposed a Geek Squad membership for $[redacted] CAD to protect my laptop. I believed the charges would stop after paying $[redacted] CAD. However, I discovered a $[redacted] CAD charge on my credit card recently. The store manager explained it is a continuous 5-year membership with ongoing charges until cancellation, as outlined in the documents. I feel misled by the upselling tactic and find the situation to be fraudulent. Due to this experience, I have decided not to make future purchases at Best Buy and will not recommend it to others.

I purchased a Sony A6000 camera at the Owasso Store in September. While watching YouTube, I discovered Sony lenses for the A6000 on the official Best Buy website. I engaged in an online chat with a support person to inquire about the best prime lens for the A6000. After being recommended the Sony FE/1.8 lens, I realized I bought the one without optical steady shot instead of the one with it. After a lengthy call with the return department, I was advised to speak with a store manager at the Owasso Store. Upon contacting the store, I was informed that they no longer carried that lens and that my purchase was outdated, not by a manager as requested, but by an employee. I am now hesitant to rely on Best Buy's employee recommendations. The lens was purchased in September [redacted]. I recently bought a Sony A6400 and inquired about trading in my A6000, only to be advised by two store employees that selling it outright would fetch more money. However, I later received an email offering trade-in options for new equipment.

I bought a Samsung 55-inch TV from the Fordham Road store in the Bronx, NY, along with a 2-year protection plan. About 3 weeks later, a rainbow vertical line appeared in the middle of the screen. I contacted BEST Buy's customer service and was instructed to return the TV for a replacement. At the store, I was informed that the line was from a direct impact and was not eligible for a replacement. I ended up buying a new Samsung 50-inch TV and was offered a refund on the protection plan as credit towards the new purchase. After researching, I learned the line issue might be due to a loose wire cable. I suspect the store staff misled me to avoid replacing the TV and persuade me to buy a new one.

I've always had great service at Best Buy on Regent. They usually offer me deals whenever I want to buy something, whether it's a vacuum cleaner or a computer. Today, I asked if they could order the Garmin Assist for me at a price lower than the $[redacted] sale price, and I was informed that no additional discount could be applied since it was already on sale. The employee mentioned that even he couldn't get a better price as an employee. This is hard to believe, as when I purchased an air fryer, they gave me a 50% discount. I feel disappointed as the sale price was only $10 less than the original price. Despite expressing my loyalty as a customer, I was told no exceptions could be made. Even though I mentioned I would no longer be a customer, the salesman didn't offer any solution. It would have been nice to receive some kind of incentive. Interestingly, I found the same item on Amazon for the sale price without any additional discount in place.

During my recent visit to one of your stores in Tennessee, specifically in either Coolsprings or Brentwood, I encountered a disappointing situation. Upon inquiring about phone pouches, I was met with a condescending attitude from a younger staff member who rudely dismissed my request by implying that the store did not carry "dinosaur stuff." This interaction left me feeling disrespected and unappreciated as a customer, especially considering I was also planning to buy an OtterBox case. The lack of professionalism and customer service displayed by this individual has made me reconsider future purchases at your stores. It is disheartening to witness such behavior, which could have escalated if a senior member of my family was present. I hope this feedback sheds light on the importance of respectful and courteous service towards all customers.

I had an unsettling experience with a Best Buy delivery driver today. When he arrived at my security gate, he insisted on being let in even after I told him he had the wrong recipient. I reached out to the store, was redirected to different departments, and finally connected with a complaint line. The receptionist at the Minnesota corporate office was unhelpful and seemed indifferent to my concerns. This incident has left me feeling uneasy, especially considering the recent tragedy involving a Best Buy subcontractor. Security and safety should be a top priority for companies like Best Buy. If you value transparency and vetted services, be cautious about allowing unverified individuals onto your property, especially in unmarked vehicles.

Five months ago, I purchased a Dell laptop from Best Buy in Huntsville, AL, along with the Geek Squad package. Since then, I have faced persistent issues with the laptop that have not been resolved despite multiple visits to both online and in-store Geek Squad services. After being informed that my laptop was defective from the beginning, I recently exchanged it at the store. However, upon arrival to collect the laptop, I was informed that the Microsoft Office Suite had not been installed as promised, causing significant frustration after a tiring day. Despite attempts to contact the store's manager during the drive back home, I was unable to reach anyone, adding to the overall dissatisfaction with the service provided. I am seeking restitution for the considerable amount of time and inconvenience I have experienced dealing with these ongoing laptop issues.

To Consumer Service Manager, I recently visited your store in Mission Valley, San Diego, to purchase an iPad with more memory. As a senior citizen on a tight budget, I carefully monitor my finances. I bought an Apple 32GB iPad priced at $[redacted].99 with serial number SGG7C15GXMF3M. Upon opening the box at home, I realized that the keyboard was not included, which surprised me. When I returned to the store, the salesperson informed me that the keyboard was not part of the purchase. Speaking with the manager, I learned that it was store policy due to Apple guidelines. I urge you to provide clearer information to prevent confusion among customers like myself. Excluding vital details like the keyboard not being included could be perceived as a misleading marketing tactic. Despite this, I have always trusted Apple products for their reliability and have been a long-time customer. This experience, however, has left me feeling dissatisfied with the sales approach at your store. Sincerely, José (Joe) B. CC: Apple Company