Best Buy Reviews

When I arrived on release day, I was suddenly told I could not leave with the new phone unless I transferred everything in the store and immediately surrendered my old phone. The same associate remembered our earlier conversation and said she had believed I could take the phone home and was only then finding out, along with me, that Best Buy would not allow it. I was completely unprepared to wipe and surrender my old phone that day because that was not what I had been told. Even after the misinformation was confirmed, no one attempted to find a reasonable solution. I asked to speak with the store manager and they refused to get hold of him. My choices were basically to transfer everything there, come back another day, or cancel the order.

I spent more than two hours in the store. Because my old phone was wiped before I could fully verify everything at home, I also experienced data loss and account-access problems afterward. I escalated the matter through Best Buy Corporate and ultimately to Executive Resolution. Unfortunately, the corporate experience was just as disappointing. Best Buy eventually told me that if I wanted time to transfer my data at home, I should have selected shipping. That response completely misses the point.

I WOULD have selected shipping if I had been given accurate information when I specifically asked about the process before placing my order. Instead of acknowledging that I relied on incorrect information or making any meaningful effort to make the situation right, Executive Resolution defended the store, said no further accommodation would be provided, told me their answer would not change, and ultimately advised that any further internal escalation would simply be routed back to the same case manager.

Best Buy may have a policy for store-pickup trade-ins. My complaint was never simply that I did not like the policy. My complaint is that I specifically asked how the process worked before making my purchase, was given incorrect information, relied on it, and then Best Buy made its mistake my problem. The lack of ownership and customer service, from the store all the way through Corporate Executive Resolution, has completely changed how I view this company. Best Buy has lost a longtime loyal customer. I will take my business elsewhere.

When we did go in to purchase a TV, I told them that we wanted a TV that wasn't going to have problems within the first 2 yrs. We are now on the second TV within 2 months after they promised we wouldn't have any problems with the first one. I will never get a TV through them again. It's cheaper and less problematic to go to Walmart and buy a Vizio. At least I know that it will last approximately 2 yrs. Hopefully the troubleshooting info off the internet will work cause the Best Buy employee said LG will charge us for fixing a 2-month-old TV.

I am hope this can be settled without going to CT, but put yourself in my shoes and how would you feel? The clerk was very nice and ran that check twice to see and make sure, but there were 4 or 5 people near that heard it was declined. I wanted a apology and a small settlement for what I went though, if not hopefully they pay the price

When I called back a few days later, it had become obvious the gift would not arrive in time for my wife's birthday. I tried repeatedly to work with Best Buy to find a reasonable solution. I wasn't asking for anything outrageous—I simply asked them to help fix a problem that their failure created. Because they missed their promised pickup date, the July sale had ended, and buying the exact same product elsewhere would now cost me over $100 more. Instead of helping, the first representative, Rohith (Case #**), repeatedly gave me false information.

He flat-out told me that no other retailer had the product available, despite the fact I was looking at multiple retailers with inventory while we were on the phone. He then tried to blame the third-party company that delivered the first part of my order, telling me I should contact them to find out why the store never received the second item. That explanation wasn't just unhelpful—it was completely illogical. A third-party company delivering one package to my home has absolutely nothing to do with Best Buy's internal inventory or its ability to fulfill an in-store pickup order. At that point, it became obvious he was either making things up or simply saying whatever he thought would get me off the phone. I hung up and called back.

I spoke with Krishna, who escalated me to a supervisor, another Rohith (Case #**). Ironically, they both admitted the first representative had provided incorrect information and suggested he may have been new or panicked. I even proposed a solution myself. The store had version that was one model year newer of the product in stock—unfortunately also in a smaller size—for roughly $50 more. Since I had already spent over $500, I asked if Best Buy would simply cover the price difference so I could at least leave with a comparable product instead of having to spend over $100 more elsewhere because Best Buy failed to honor its own promised pickup date. The answer? No. No accommodation. No price adjustment. No substitute. No expedited resolution. No ownership. Just a shrug and an attitude that I could either pay more because of their mistake or wait indefinitely.

Shipping delays happen. Inventory mistakes happen. What separates a good company from a bad one is how they respond afterward. Even after acknowledging they had failed to deliver on their commitment and that their own representative had provided incorrect information, they still refused to do anything to make the situation right.

Apparently, when Best Buy fails to meet its own commitments, that's considered the customer's problem. Best Buy's response was to provide inaccurate information, shift blame, refuse every reasonable compromise, and leave a customer paying more because of their mistake. The delay isn't why I'm leaving one star. The misinformation, refusal to take responsibility, and complete unwillingness to stand behind their own commitments are. If your purchase has a deadline—a birthday, anniversary, holiday, or any event that actually matters—I would strongly recommend buying from a retailer that either honors its commitments or, at the very least, is willing to make things right when it fails to keep them. I personally will not be shopping at Best Buy again, and based on this experience, I cannot recommend that anyone else do so either.

• I called what I believed was the Sacramento store but reached a remote customer support representative who informed me they could not transfer me to the actual store or the Verizon kiosk. Instead, I was given an 800 number, which turned out to be Verizon.

• Verizon confirmed my pending upgrade and order but explained they could not assist with Best Buy's pickup authorization.

• I then called the Cerritos location, only to reach another remote support representative. After explaining the situation again, I was told there was no way to add an alternate pickup person and that my only options were to cancel the order or drive six hours to pick it up myself.

• Hoping to resolve the issue in person, I returned to the Sacramento Best Buy. The Verizon kiosk employee reviewed my order and pointed out that the notes clearly stated the phone would be picked up by my daughter. They advised that the Cerritos location should simply review the order notes.

• Before making another trip, my daughter called the Cerritos store and was told that employees do not honor order notes and that only someone officially listed as a pickup person could receive the phone.

• I contacted Best Buy customer support a third time and was again told there was absolutely no option to add an authorized pickup person. I requested a supervisor but was told supervisors do not accept transfers. Instead, I was promised a callback within 20 minutes. More than an hour and a half later, I had still received no call.

• Ultimately, I returned to the Sacramento store a second time and canceled my order altogether.

• Hours of unnecessary time and frustration

4. Why did every customer support representative simply repeat scripted responses rather than take ownership of resolving the problem or escalating it appropriately?

The most disappointing part of this experience was not simply the inconvenience, it was the complete lack of ownership. Every representative passed the responsibility elsewhere, offered conflicting information, or presented only two unreasonable options: drive six hours or cancel the order. In the end, I solved the problem myself by canceling the order.

Because of Best Buy’s poor communication, I wasted an entire Saturday and missed a birthday party. To make matters worse, the only available reschedule date was Tuesday, forcing me to take a day off work just to resolve an issue caused entirely by the company. Best Buy offered no other flexibility or accommodation to remedy this situation. This is completely unacceptable treatment of a customer.

My anxiety went through the roof because: my husband has Parkinsons and had a stroke three weeks ago. Leaving him alone is very hard. My mind went blank and I said they could help the others and I left the store. The Geek Squad area was a stressful, somewhat angry mess. I blame coorporate for not having enough staff. Every single person in that store was working hard. Making an appointment on line has been impossible. The money I paid for computer help should be refunded.

After a very painful AI encounter the AI eventually agreed to let me talk to a person about service. It could never understand what my service issue or question actually was and it sent me to a remote help center who had NO information, would NOT CONNECT ME to the Tupelo store and would only offer to have them call me back WHEN THEY COULD. Who is the customer? The customer is NOT the Tupelo store. I AM THE CUSTOMER! I had to make an appointment with the Tupelo store, drive the 1.5 hours to the store to be told I had cancelled my service!

I DID NOT CANCEL THE SERVICE. I could never even get anyone from Tupelo or Best Buy who had any knowledge of my service on the phone let alone a Geek Squad service person! Then we were told my laptop is still in Louisville, KY and had just arrived yesterday, July 17, for work to start. So why did I receive the message it was ready for pickup? When I spoke to the local Geek Squad team member and manager about my experience I didn’t even receive an apology. The “Store Manager” was consulted and I was told “we know trying to reach someone on the phone is next to impossible and we don’t like the system or process either but there is nothing we can do to fix the press or system.” NOTHING YOU CAN DO!

I work for a Fortune 50 global company and this attitude is simply unacceptable! If you are actually THE Store Manager and you tell a customer this, why are YOU the manager? Your job is to make your store and company the best in the industry and make customers happy. Best Buy obviously does not listen to customers, care about customer feedback or put people in management positions who are held accountable for making customers happy and thus ensuring the success of the business.

If a process or system is not working fix it! If customers are unhappy, just look at your reviews, fix it! Don’t allow people in leadership roles to just shrug their shoulders and say it can’t be fixed! Wake up Best Buy! You are NOT TO BIG TO FAIL! Neither I nor anyone in leadership at my company would find this process or system ready for customer deployment. Nor would a manager ever respond to a customer in this manner. Train your people Best Buy or find better people for management roles.

My TV install/wire concealment was scheduled for overlapping times between 11a-3p. At approx 10am, I check on my delivery status, and the time for TV was changed to 3-7, and my wire concealment stated needs to be rescheduled. I contacted BB only to be told it was not Geek Squad that was doing the services but a 3rd party contractor named Manada. A 3rd party install tech apparently contacted BB and stated the wire concealment was not on their order, so they couldn't do the delivery because they have to be done together. I inquired if they could simply do the service when they arrived. I was placed on hold for 40 min and the rep never returned to the call.

Now I'm sitting in my living room with no TV, and it looks like I'm not getting my new TV. I call BB back and ask for an update and to speak with a supervisor. After a 20 min hold, the supervisor stated he was not sure what was happening but that he would contact Manada cause it showed the delivery was still happening, but also saw that it needed to be rescheduled. Stated he would call me back after speaking with them. 3 hrs later, no return call. I called BB back, spoke with a knowledgeable representative and was told the error. For some reason, each service was assigned to a different team; I'm assuming by Manada. The rep stated this is not how it's done, one team performs all the services. The rep called Manada but could not reach anyone.

The rep further stated the tv would not be delivered but was unable to reschedule cause Manada still had it in the system as being delivered. The next delivery possible is 5 days away, but can't schedule cause BB's 3rd party vendor Manada is obviously gaming the system in some way and won't clear the delivery. The rep stated I will have to wait until the following day to check and see if it's no longer listed as out for delivery. I will never purchase anything of this caliber at BB ever again. The lack of communication and complete disregard for customer satisfaction is shocking. Nobody cares that I have to go a week without a TV after spending thousands of dollars simply because BB has employees who are not properly trained in customer service and uses a subpar, unprofessional 3rd party contractor. I should have gone with my original plan and bought my TV from Costco. Tough lesson learned, but NEVER AGAIN.

Neither call came. Instead, I received an email moving the appointment to July 27, with an arrival window from 7:00 a.m. to 7:00 p.m. Best Buy made this change without asking whether the date worked for me. I called the delivery contractor myself and cancelled. A Best Buy dispatcher later contacted me to confirm the cancellation. From the July 2 order date through the July 14 cancellation, Best Buy consumed twelve days of my time and left me without the television. The main problem was not one missed delivery. The larger issue was the repeated misinformation, missed callbacks, poor coordination with the contractor, and a new appointment set without my approval. I decided to purchase elsewhere. Based on this experience, I would not use Best Buy again for delivery of a large item.

I am so confused and upset about the whole incident and they were supposed to return today and bring the fridge, but they called and said they had an order to hook up the waterline to the fridge. I told them we don’t have the fridge and they were supposed to bring it today, but they didn’t have the fridge on their paperwork order. Unbelievable. I spent a couple of hours on the phone with Best Buy customer service, who assured me they would have it delivered and they would take the old one with them. Well, I didn’t get the new fridge or the old one removed. I cancelled the whole order and would advise consumers to think twice about Best Buy online purchases. It is so upsetting.

Finally over the July 4th weekend, I got a phone call and e-mail form the shipper saying that my appliance was going to be delivered on Monday. I waited and waited and nobody came. Turns out Best Buy didn't even have the appliance! What a scam! I think at this point, it's almost fraud because they can't deliver whatever they're selling. Someone should look into them and their business practices. They take your money up front and don't deliver anything--they're not a bank! Worst company and experience ever and I will never buy anything from there again.

After hearing nothing, I contacted Best Buy through their live chat. My first representative, Davani, kept me waiting for over 40 minutes, repeatedly blaming the delay on a "slow system." During that entire time, there were no meaningful updates, no progress, and no attempt to resolve my issue. After 43 minutes, I requested to speak with a supervisor. Unfortunately, things only got worse.

The supervisor, Karthik, didn't apologize for the mistake or show any concern about the fact that Best Buy's delivery team removed property they had absolutely no authorization to take. Instead, he questioned why I "allowed" the installers to take my stove. I explained that I was inside my home setting up the newly installed appliance and naturally assumed Best Buy's employees would only remove items they were authorized to remove. His response was astonishing. He told me that if someone had been there to stop the installers from taking the stove, this wouldn't have happened. Read that again.

Instead of taking responsibility for Best Buy's employees removing my property without permission, he shifted the blame onto me for not supervising his delivery crew. That is completely unacceptable. Customers should not have to stand guard over delivery personnel to ensure they don't remove property they were never instructed to take. The entire interaction demonstrated a complete lack of accountability, empathy, and professionalism. The issue wasn't just the mistaken removal of my stove—it was the dismissive attitude afterward and the implication that Best Buy bears no responsibility for the actions of its own employees.

I expected an apology, ownership of the mistake, and a clear plan to return my stove. Instead, I received excuses, delays, victim-blaming, and some of the worst customer service I have encountered in years. Best Buy made the mistake. Best Buy failed to follow up as promised. Best Buy wasted nearly an hour of my time in chat. And finally, Best Buy's supervisor chose to blame the customer instead of accepting responsibility. If this is the standard of customer support Best Buy considers acceptable, then the company has a serious problem with its customer service culture. I sincerely hope someone in management reviews this interaction because no customer should ever be treated this way after a company removes their property without authorization.

Best Buy accepted payment for merchandise they did not have available to deliver and repeatedly provided delivery dates they failed to honor. At no point did they proactively notify me of the delays. Every update required me to spend hours contacting customer service myself. As a result of Best Buy’s failure to deliver the washer, I have incurred additional expenses using laundromat services because I have been without a functioning washer.

The only solution offered was for me to purchase a different washer that costs more and pay the price difference, even though it would be a different brand, different model, and different color than the matching set I originally purchased. I should not be required to spend more money because of Best Buy’s inventory and fulfillment failures.

I requested to cancel the order and receive a refund. However, Best Buy could not tell me when they could retrieve the dryer that was delivered and informed me that my refund would not be processed until after they receive the dryer back, which could take weeks. I was also advised that I may be charged restocking fees despite the fact that Best Buy—not me—failed to fulfill the purchase agreement.

I am requesting:

* A review of Best Buy’s inventory and delivery practices to prevent customers from purchasing products that are unavailable.

I have made every reasonable effort to resolve this matter directly with Best Buy. Unfortunately, after multiple broken delivery promises, poor communication, and no meaningful resolution, I have been forced to take other action.

I was originally advised to pick up the TV in-store. Because I am pregnant and unable to lift a television of this size, I arranged for someone to assist me. After making the trip to the store, I was informed that the TV was not actually in stock. As a result, I had no choice but to arrange for delivery. I was then advised to return to the store again, which was no longer practical since I no longer had assistance available to transport such a heavy item. This is precisely why I selected delivery in the first place.

The TV was scheduled for delivery and installation on May 29. I arranged my schedule accordingly and paid for installation services. The delivery never occurred, causing me to miss a planned installation appointment and waste both time and money waiting for a product that never arrived. On May 30, I contacted customer service and was informed that my issue had been escalated and that a replacement order had been submitted. I was provided a reference number and told I would receive a follow-up call or email within 48–72 hours. No follow-up was ever received.

On June 2 at approximately 2:00 PM, I called again seeking assistance and specifically requested to speak with a supervisor. Instead of being connected to a supervisor, I was transferred between multiple agents and departments without receiving the escalation I requested. During that call, I discussed both the replacement order and compensation for the inconvenience caused. I was informed that a $60 credit had been processed and was provided a confirmation number. I was also advised that I would receive a follow-up call within three days to confirm receipt of the television and process an additional $40 credit, bringing the total promised compensation to $100.

To date, I have not received the promised $100 credit. The initial $60 credit has not appeared, and the additional $40 credit remains unresolved. I was also provided a new replacement order reference number. To make matters worse, FedEx later informed me that they had not yet received possession of the package and advised me to contact Best Buy directly because the item had not been handed over for shipment. This left me with no clear delivery timeline and no reliable information regarding the status of my order. At this point, I have experienced:

• No clear shipping status or confirmed delivery timeline

As a customer, I expected far better communication, coordination, and accountability from a company of Best Buy’s size and reputation. I am requesting a fair resolution, including:

• A confirmed and accurate delivery timeline

Due to this experience, I will be taking my business elsewhere, including Walmart, PC Richard & Son, and Amazon, where I have not experienced these types of issues. This experience has been frustrating, time-consuming, and far below the level of service I expected. While some individual representatives genuinely attempted to help, the overall handling of this order involved repeated breakdowns in communication and follow-through, leaving me to continually chase updates on an issue that should have been resolved much sooner.

SOLUTION: RIP or cut the plastic on all sealed products, so they cannot be scalped. Or change up the days you put these items out. Or let the walk-in customers go before the line of camped out customers. Take a look at your camera and video footage. From week to week, you will see the same gang controlling, and putting out their own list of who is in line, and in what order. And these are not your customers that come in to buy a tv or appliance like myself. Myself along with many others in Santa Clarita have had it with these gangs. Please do something, Or, we will be forced to shop elsewhere for our computers, tv's, appliances, and household items.

I visited a Best Buy store seeking assistance. Store employees informed me that because the order had been placed online, they could not help me and that I would need to contact Best Buy customer service by phone. On May 2, I called Best Buy customer service. I explained the entire situation and informed the representative that I would be leaving the United States before the remaining items arrived. The representative told me that situations like this were common and instructed me to wait until the packages were delivered on May 3 and then call back on May 4 to request a refund. I specifically asked whether there would be any problem obtaining a refund later, and I was assured there would not be.

Following Best Buy's instructions, I called again on May 4. The representative stated that a case would be opened and investigated and that I would receive an email regarding the refund process. A few days later, I received an email denying the refund. I called again and was told that the matter would be reviewed and that I would receive another email within approximately three days. No email was ever received. After waiting several weeks, I contacted Best Buy again and was ultimately informed that the company would not provide any refund and that there was nothing further customer service could do.

I believe I acted reasonably and in good faith throughout the entire process. I followed the instructions provided by Best Buy representatives and relied upon their assurances when deciding how to proceed. Had I been informed from the beginning that no refund would be considered, I would have explored alternative options immediately.

I am requesting a fair review of this case, including access to the recordings of my customer service calls and reconsideration of the refund request for the items that I was unable to receive due to the delivery delay and the guidance provided by Best Buy representatives. I have records of all customer service calls, emails, order information, and delivery notifications and am prepared to provide them upon request. Thank you for your attention. Sincerely.

They appear to believe they are too big to fail, disregarding the importance of one customer in the grand scheme. This company is simply appalling, lacking ethics, and I am eager to see them descend into the same delusional path that Blockbuster did. There used to be over 5,000 Blockbuster video stores; today, there is just one. Best Buy has slightly more than 1,000 stores (as of 2026). They have failed internationally, just like Blockbuster, and soon we Americans will recognize what this company truly is and stop falling for their dubious tactics. Screenshots are for the same TV. Just in case someone thinks different.

One of the reasons I have been a TotalTech/Best Buy Total member for more than five years is because of the value and support the program has consistently provided. While this particular experience started off frustrating, I believe it is equally important to recognize when a company steps up and makes things right—and that is exactly what happened here.

Original Review: June 2, 2026

I have been a Best Buy Total/TotalTech member for more than five years and have consistently recommended the program to others. Unfortunately, this experience has completely changed my perception of the company. A Geek Squad technician came to my home to install a TV and convinced us to purchase and install an eero Pro 6E mesh system, assuring us it would improve our internet speed and reliability. Instead, since the installation, we have experienced constant internet disruptions, devices disconnecting, and network instability. My husband and I both work from home, so reliable internet is not a luxury—it's a necessity.

To make matters worse, I paid an additional $114.99 installation fee for a product that has performed significantly worse than what we had before. During my chat with customer support, Best Buy acknowledged that I am within the return period and can return the eero system for a full refund. However, they refused to refund the installation fee, despite the fact that the service clearly failed to deliver what was promised.

What was most frustrating was the endless cycle of scripted apologies and empty reassurances. I repeatedly explained that I wasn't looking for another technician to come "reposition" devices. I was asking Best Buy to stand behind a service that did not provide the value I paid for. Instead, I was repeatedly told that their system simply doesn't allow refunds for completed services, regardless of the outcome.

Best Buy had no problem charging me for the installation, upselling the product while already in my home, and collecting the service fee. Yet when the installation resulted in a worse experience and an unhappy customer, they hid behind policy rather than doing what was right. Loyalty clearly means very little when a company refuses to take accountability for a service that failed. After years of supporting Best Buy and speaking highly of their membership program, this experience has left me disappointed, frustrated, and far less likely to recommend either Geek Squad services or the Total membership going forward.

• Complaints filed: Minnesota & Florida Attorneys General. Case ID: **.

BOTTOM LINE: Whatever you buy from Best Buy — check every number on your paperwork the moment you get it, and verify coverage directly with the manufacturer. If Best Buy gets it wrong, expect months of runaround and no refund. Shop carefully, or shop elsewhere.