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Like many others, I ordered a laptop and printer. After spending over $1,200, I received the printer within a week. The laptop, however, is another story. I've been told there are delays. This is going on week 3 since my purchase and still no laptop. Never again will I purchase anything from Best Buy. They are not the company they once were.
My name is Kevin ** and I am long time shopper at Best Buy Westminster CA, mostly electronics and appliances. On Tuesday March 20 I decided to get a Wacom Tablet, because my elbow was sore from Photoshop and video editing. I wanted it as soon as soon possible. I searched Google Shopping, Amazon, B&H and Best Buy. My attention was caught by Best Buy’s same day delivery. I selected the Westminster store for inventory and selected a link that stated same day delivery was available. To complete the order (**) the website had me create/update my Best Buy account. I received a message to call customer service because there was some issue with the account. The customer service person fixed it and took my order for the Wacom Tablet which I indicated has to be for same day delivery, and that there were 3 of these tablets at Westminster where I usually shop. She confirmed the order and the same day delivery.
A few minutes later I received an email confirming the order and the same day delivery (3/20/18 2:53pm PST). After several emails indicated you were not going to honor same day delivery as advertised I called customer support and spoke with Dan and Rod. Rod the supervisor indicated that my order wasn’t placed before the cutoff time. Rod is vindictive and arrogant along with being unaware of the actual facts. Rod also told me that same day delivery was a “general statement,” not a guaranteed service. I spent quite a bit time asking why my accepted order for same day delivery was not here and told it would be shipped later in the week (also by email).
The phone tree on your support system doesn’t offer an option to speak with someone or guidance on how to get someone on the phone. With persistence and difficulty I managed to get someone to transfer me to the store where I spoke to the “store manager” Justine. She was pleasant and apologetic and said she would look into what happened. We also discussed that I want to receive the product and I inquired whether they would setup it for next day shipping or same day delivery on 3/21/18. She also stated that your delivery vendor had frozen the order and she couldn’t make any changes for some reason.
I was told and emailed that someone would call me in regards to the delivery on 3/21/18. I spent most of the day working and waiting. I have received numerous email updates to my order that said I would receive my order 3/27/18. I called customer service and eventually asked to speak to someone at the Westminster store. I spoke with Grace who looked into the situation and told me I should come into the store or wait for it to be delivered because they weren‘t going to honor the advertised claim of same day delivery a second time, my words not hers but that was her meaning. Additionally this would require me to return the one being shipped; two trips to the store when I didn’t want to make any trips to the store.
She offered me a discount but declined to tell me advance what the discount would be. Best Buy technology and customer service failed at every conceivable level. First contact – website failed to create the account with customer service telephone support. Second contact – customer service representative confirmed the order, the inventory and the same day delivery but failed to route the order to the Westminster store, and it went to the Costa Mesa store where they did not have the product. Third through Sixth contact – 3 emails telling me I already had an account. Seventh contact – an email at 3/20/18 2:53pm thanking me for my order and referring me to What I need to know and same day delivery. Eighth contact – email at 5:40pm stating there was a problem and to call them.
Ninth contact – an email telling me I missed overnight shipping deadline, interesting because I placed the order for same day before the 3:30pm cutoff. James indicated I could pick it up or get it changed to standard delivery. I responded by telling him neither option was acceptable. Tenth contact – an email from Anna stating I could pick it up or modify delivery. None of your employees seem to be able to address the same day delivery advertising, apparently there are no circumstances in which your honor that commitment. Eleventh contact – another email with the 3/20 same day delivery date that says I can click my order status 8:27pm 3/20. Twelfth contact – another email with updating shipping delivery of 3/27/2018; not the same day, not the next day, not even the same week. Thirteenth contact a repeat of the same email 8:30pm 3/20.
Fourteenth contact – an email my product has shipped with a tracking number on 3/21/18 for delivery 3/27/2018. Last contact – an email receipt from my purchase at the store. You won, I stopped working and earning money to go and pick up the tablet I need from your store after no less than six people refused to honor the same day delivery advertising. It will make for a good lawsuit for false advertising. I will also mention the unproductive phone calls. Most importantly when I called your corporate offices and asked to speak to the person in charge of customer service. Your operator refused to connect me with anyone and transferred me back to the customer service number. Any retail store or online store with any respect for customers would have cleared this up in one phone call or one email. Your service sucks.
I placed a $4600.00 order with Best Buy, they gave me a delivery date for the new T.V. & all seemed good. The next day they send an email saying the T.V. mount will be delayed, ok things happen. The next within 1 minute of two of the items in this order were delivered, they sent an email & said the delivery date would have to be changed with no explanation. Best Buy has taken this approach since they hit a lull, they will advertise availability & once the order has been billed or partially delivered they change the delivery to fit their needs, or they don't have availability & tell you that they do so you will place the order. Sad state of affairs for what used to be a decent company! I will never make another purchase of any kind from Best Buy! I have been a Platinum member for the last 8 years, way to chase your loyal customers away.
I purchased an ASUS laptop from Best Buy. 35 days later it completely stopped working. I took it back to Best Buy, who indicated that their return policy is 15 days, UNLESS YOU PAY ANOTHER $100 TO GET IT EXTENDED! The solution that they offered me was useless: Leave the computer indefinitely, just "do without", while they send it out for diagnosis and repair. Right. Just stop working completely while they fix the piece the crap they sold me, and return to me a refurbished computer.
I would have continued to shop at Best Buy, were they reasonable to the customer. But THIS WAS NOT REASONABLE! I went to WalMart to buy another one, that very day. Not an ASUS and knowing that any problems would be resolved in a reasonable manner. They obviously do not care about the customer, nor the money that the customer spends, so they will never have my business again! I just spent $270 for 35 days! And NO ONE CARES TO RESOLVE THIS ISSUE! Lesson learned!
I have been trying for the last two weeks to get a hold of the customer service department at Best Buy in Beavercreek, OH. No matter what day/time I call, all I get is hold music FOREVER! Are they purposely trying to give business to Amazon.com?
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I went to Best Buy on November 11 to ask the AT&T salesman who had information on the iPhone promotion. He was at the mobile sale department and was very pleased to help me. I told him I wanted to open two phone lines with AT&T so it would qualify for the Buy one get one free. The salesman told me he would help me with the iPhone X Buy one get one, then he helped me order the two iPhone Xs and set up an account for me. I confirmed with him how the payment would be. He told me that I would receive the first two payments by paying for both phones, and then I would get credit back on the third payment. After that, I only need to pay for one phone for the remainder of the two year contract with AT&T. Everything was very clear at the time when I ordered the phones.
I went back to Best Buy to pick up the phones on November 18, another salesman (I believe he is the manager, **) helped me open the account with AT&T. I reconfirmed the Buy one get one deal, since it wasn’t the same man. He told me this promotion was real and that I qualified. So after I paid two months bills for both phones, soon came the third payment, where I was supposed to get my credit back. This didn’t happen so I called AT&T to ask about it. They told me I never had this deal since I had two iPhone Xs and not 1 iPhone X and one iPhone 8. I traveled to Best Buy, keep in mind, I live 30 minutes away from the Best Buy. So this was a one hour trips for travel expenses alone. Not only this, it’s an extra 1000 they’re charging me for giving me the wrong service and promotion deal. I didn’t travel just once, but three total times after I bought the phones.
This is not only wasting my time, but my money as well. **, the sales manager, proceeded to talk to us like we were illiterate and incapable of understanding. We were there to try and negotiate a solution to how Best Buy at 18053 Garland Groh Blvd, Hagerstown, MD, because, again, they failed to give us the Buy one Get One Free offer AT&T had. He kept telling us he couldn’t do anything to help and didn’t try to. He was rude and unhelpful. I am not paying an extra 1,000 for their mistakes. This is unacceptable and terrible service. They were sneaky and dishonest. I will never spend a penny at Best Buy again. The worst service in the United States.
I met w/the GM and Tech guy at Best Buy today...3/21/18 and they very graciously settled my issue w/me and apologize form what they say was confusion on their part as to my issue.
I am satisfied w/the resolve and wish it had not escalated to this point. I'd give them 5 stars if it was handled appropriately at first but it wasn't and because of the level of my initial dissatisfaction...I am going to update it to 3 stars...as it should not have taken the effort and phone calls to resolve this.
Recently I had taken my HP laptop (envy m6) into Best Buy for an erratic behavior issue. I had this laptop in 2-3 times and they could not fix the problem. I took it in one more time and they told me that it was most likely an issue with the "TouchPad” being Too Tight from the factory setting and that they would correct it and that should help. When I got it back it still did not fix the erratic behavior! I took it back the next day and they now tell me that since they've done all the steps that would've normally fixed the issue...that the next step would be to "disable" the touch screen & touchpad??? If that did not cure it...my other option would be to buy a new computer! After picking it up this last time...I returned home and it did work better and the erratic behavior was not present.
But now I noticed that the left corner of the computer near the hinge was splitting open a slight bit when I closed the screen on the base. I had to press down on the corner to have it snap to the closed seam position. I turned the unit over and noticed there was a screw missing in the left corner where this separation was now starting to happen. I called the Geek Squad where I had this "repair" (if that's what it should be called) done. My contact there now tells me that it possibly could be an issue with the base being broken and not a missing screw as these HP computers have a design flaw in them. It looked simple enough to me that it was just a missing screw.
I had owned this HP for 3 years now and never had an issue with it splitting open until I took it to Best Buy for a check-up & service. It always opened & closed with no issues. Smooth & tight! So, the very next day (3/15/18) I'm back at Best Buy to have them determine if it was indeed a "missing screw". They took it in and I waited. After a period of time the tech came out with my computer taken apart and shows me a broken base mount where the "missing screw" would've turned into. So, as they "surmised" earlier this was/is the problem with my laptop now starting to split open! Funny though it did not start to split until I had them open & re-open this laptop 2,3 or 4 times in the short period of several days. They offered to send it out and have a new base put in from wherever they send these design flawed HP laptops.
I asked how long it would be. They said 2 weeks to 4 weeks+. I thanked them for that "offer" but needed this laptop before 2 weeks as I was hopefully starting a new job and did need this for a mobile application. I told them that I would "put up with this slight splitting for the immediate time being". They said if I changed my mind they'd be happy to send it out. I was not comfortable with this but I thought if I did not get this new job I'd take them up on this offer. Well no sooner did I get home and then after a meal open up my laptop to use it only to discover that now both hinges are broken (or the area in the base where they mount) and is difficult to smoothly open my laptop screen!!!
Also the screen is now unstable and those hinge areas are cracking and snapping when opening and closing! This only happened after my recent services with Best Buy's Geek Squad. I was willing to put up with the minor inconveniences of the loss of some of the laptop's features even the initial slight splitting issue. BUT NOT NOW as this problem had gotten worse and gotten worse IMMEDIATELY AFTER MY LAST VISIT WITH THE GEEK SQUAD. I went back the next day (3/16/18) asking them to now send it out as I could not put up with the operation of the screen stability and feared the hinges would just break off completely. They said they could and it would only cost around $150 plus other minor charges.
Now, I had been under the assumption that when they told me earlier they send it out and get it fixed it was going to be at no charge. They never said anything about a "charge"! I even had "thanked them for the offer" and then declined (on 3/15/18) as I said I could not wait 2-3-4+ weeks on this. What did they think by my statement about "their offer"??? Anyway I asked to speak with the General Manager and he, after several minutes, came into the conversation with an initial look on his face like he was "ready to do battle". He said "No one told me it was going to be free!" And he would take his men's word over mine. Very cut and dry and very matter of fact!
I mentioned that after buying 4 TV's a computer a cell phone other odds & ends from Best Buy and that my wife and I had recently decided to buy her a cell phone and re-appliance our kitchen (looking at Best Buys appliance options 2 days earlier) that I'd not do business EVER AGAIN with Best Buy if they could not help me. And besides there was a very good chance that my new issues were caused by their tech people anyway! It sure seemed funny that no matter what design flaws that HP has/had with this laptop it would appear to most people with any common sense that "something" related to this hinge/screen instability was directly caused by the Geeks taking my computer apart so many times. I even noticed, either a clamp mark or deep scratch on the initial hinge that was suspect that was not there before.
I called Best Buy Customer Service about this on 3/16/18 initially speaking w/ Geek support for about 20 minutes and then a Geek Squad manager (Tara) and then found out that I need to call another number. Then speaking with "Yvonne" whom had taken my information (both calls were documented). I requested a call back from someone other than a local store manager as I was done dealing them at the local level. I was told this would happen. Yvonne then tells me I should contact via email "BestBuy.com email/Feedback" and document my issue with them.
After trying that tonight and GETTING NOWHERE I decided to voice my complaint via your site. As of today I've gotten no contact in any manner from Best Buy and my issue with the screen operating smoothly and hinge(s) problem have only gotten worse! I took my laptop into these Geeks for technical issue and ended up with a mechanical issue. They refuse to take any blame for this!!! NOT HAPPY!!!
Listen, I don't normally leave bad reviews. In this case, I wish that I had been warned of what a nightmare Best Buy is to purchase appliances from, and I wish to warn others of the same. They have the absolute worst customer service I have ever experienced - I wasn't surprised when I came here and saw that their average rating was one star. I ordered a refrigerator from them a month ago and was supposed to have it delivered within a week. Each week since then they have canceled my order the day that it was supposed to be delivered, with no warning. So, I had to wait a week for the first supposed delivery - which never happened.
I get it, the first time they canceled was because it was supposed to snow... Which it did. And I woke up the next day to zero accumulation on the ground, or on my car - I didn't even have to clean it off to go to work. So, there was snow in NYC in March - big deal. Everyone else still had to go to work that day. Best Buy was the only major corporation who shut down their operation? One thing to note is that when they cancel [last minute/day of delivery] they don't put you as priority to get delivered the next day, which puts you out to get scheduled a week or week and a half out, whenever the next available date is - which is what happened in this case. The day that it was supposed to get delivered (second time), they called me at 11AM for a 4PM-8PM est. delivery, to cancel for the day because their truck broke down.
If the last possible delivery is for 8PM, that means that they had up to nine hours to figure out a trucking situation to get the fridge out to me. Or, just schedule me for the next evening? Unfortunately, the delivery was once again canceled and I was scheduled for the following week for a 12PM-4PM slot. I had already (I thought) made clear in prior phone calls and conversations with customer service representatives that I would not be available during these hours because I couldn't take time off from work to be there. Between Wednesday afternoon and Saturday evening, I made a total of eighteen phone calls (I checked my phone log) to both Best Buy/Geek Squad, and their delivery company in NJ. Do you know how many hours this is with wait times??
Each time I called, I made it extremely clear that I have health issues which make it necessary that I have a refrigerator to have food readily available, as well as to keep certain items cool, and that I could not wait any longer to have the delivery. I requested that since they had canceled last minute on me a couple of times, that they get the fridge delivered to me by Saturday evening (this was on Friday). I had to call and wait to get through to someone in management seven times, because every time I reached someone who told me they could help me, the call would get disconnected. I finally reached some kind of management who claimed that they "could have" helped me had I called sooner, but by this time it was already 7PM and too late to get scheduled in for next day delivery... After I had been calling since 4:30PM...
I asked if I could be scheduled for Monday evening since they had me in at this point for Monday afternoon, which I made abundantly clear I would be unavailable for. This particular manager told me that they would "try" to get me in for my requested time, but made no guarantees and told me that someone would call me back the next day. No one called me the next day, so at a certain point I made my own calls to their scheduling department where, again, I had to call four or five times because I kept getting disconnected. I was told once that there were "no guarantees" of a Monday night delivery, but that someone would get back to me by the end of the day. Of course, I never heard back.
On Monday afternoon I was shocked to receive an email that read, "Your receipt for today's Geek Squad visit: Thanks for letting us serve you!" I had a couple of missed calls from the NJ delivery company, so I tried to call the two different numbers back and no one picked up either line. I called Best Buy's Customer Service number to make sure that the drivers didn't just dump the fridge in front of my apartment, and was met by hostility because I didn't pick up the earlier phone calls - even though I made it clear that I was unavailable for phone calls or the delivery during this time because I'm at work.
After a bunch of back and forth with an extremely condescending, antagonistic "manager" who (literally) kept laughing at my frustration, telling me that he was the highest possible customer service rep I could speak with, he put me on hold for about five minutes which led me to yet another encounter with an equally patronizing, demoralizing "manager" (everyone at Best Buy Customer Service is a manager?) who continued to hold the same circular conversation, telling me to "calm down" and laughing at my frustration for about ten minutes. I understand that sitting at a desk all day taking calls from customers can be pretty infuriating and tiresome, but laughing at someone who is explaining that they have health issues and is frustrated by the number of times that a delivery has been canceled for a major kitchen appliance is pretty out of line.
Once I got out of work, I made the call to cancel my order entirely and explained the conversation that I had earlier in the day with the two "managers" and was suddenly met with some Hail Mary promise to have the fridge delivered to me tonight and that they would compensate me for my troubles... This particular manager was actually a very nice, patient woman which was a relief from the previous people who had helped me. Unfortunately, at this point my landlord had already asked that I cancel the order because it was such a nuisance and purchase elsewhere... I can't imagine what a nightmare it would be to have the refrigerator serviced by Geek Squad if there were any issues with it.
Keep in mind, this review is just a BRIEF summary events. I would never recommend purchasing anything from Best Buy. I was going to be more specific and say that I wouldn't recommend purchasing any 'appliances' from them - but really, if this is how they deal with customer service, I just flat out wouldn't do business with them. To the last manager I spoke to who was really nice and understanding: You can do better. Find a different company to work for.
On January 13, 2018 we went to Best Buy in Mira Mesa, California and purchased a new 65” Sony color TV. We asked the sales person to make sure we had full coverages on it since it was so big and expensive. We were assured we “had it all” and requested and paid for delivery and installation since we didn’t trust ourselves to do it. TV was delivered January 17, 2018. The set they delivered had problems and didn’t work so another store was called and told to bring us another one. Everything seemed to go well after they left.
On February 19, 2018 we were cleaning, and my brother and Steve went to move TV and it collapsed on them and when they tried to catch it, it broke, and spider webbed shattered the TV. I called Best Buy immediately and was told I had to file a claim with their insurance company because “they were at fault” because the base was not set up right. Ok, claim filed with their company. I was called February 26, 2018 and asked for pictures of the damaged set, which I immediately took and sent to them. I was also told to contact the store manager and ask them to handle the problem for me. I was told I would get a callback. Finally, after not hearing from them on March 5, 2018, I called to speak with manager and was told I would be called back.
March 6, 2018, no call returned, I called the store back. Long story short, I called them back three times that day to ask why I was not being called back. The person on the phone (not a manager) told me they would not be calling me back because the store manager said he would not honor the claim because the warranty I had purchased would not cover it and they set-up the TV correctly, but if I wanted to purchase the same TV again he would give me a 10% discount! (The TV was on sale for $3599.99 from $4999.99.) I said since we had paid for delivery and set up we should not be responsible, and they need to replace it for us. I also emailed the insurance office about this.
March 7, 2018, I called the insurance rep and asked him for help. He said the store would not cooperate because they did it right. I also stated no one had come to look at it so how can they say that? He asked for more pictures which I sent immediately. I am now sitting here waiting to see what will happen next. So far, no return call. March 8, 2018, No call received, so I called Zack again only to get sent to his answering machine. I left message to please call me. No return call was received. March 16, 2018, I emailed insurance rep and expressed my disappointment in the fact we were being ignored.
March 19, 2018, Best Buy refuses to come look at the TV and they refuse to replace it, so now it is their word against ours. WE LOSE!! To get an attorney would mean we have to pay more than the TV is worth, so I guess we are screwed all the way around. Only $5262.00 left to pay off. In the last 4 years, we have spent over $25,000.00 (Counting this fiasco) at Best Buy. This is how good customers are treated by them so BEWARE. When this amount is paid off we will never spend another dime at Best Buy and I hope none of you are being scammed by them like we have been.
I purchased two MacBook Pros from Best Buy and then they put an upgraded version on sale. I bought the newer versions online for store pickup and returned both original purchases within the return period to the store. The store accepted the returns but said I couldn't return anything else (although I have purchased thousands of dollars worth of items from Best Buy and am an Elite Plus Member). When I got home and opened the laptops they were the SAME version that I had returned. I checked the description online and reviewed the specs again and found that what they had given me did not match the specs listed on the website. I contacted customer service who checked and agreed that the models I received were listed as having touch ID, although the laptops I received did NOT have touch ID. Customer service transferred me to four different people, none of which had a clue what to do.
I returned to the store and the store manager told us that there wasn't anything he could do about it ALTHOUGH he also admitted that the specs listed on the website said touch ID was included in the models I purchased and also acknowledged that the laptops I had purchased did NOT include touch ID. So, here's a store that sells something based upon incorrect and misleading information, acknowledges that they have deceived me into making a purchase, and then absolutely refuse to do anything about it. Is this a place that you want to do business with?
I have done business with Best Buy for years and have spent more than anyone should have, and when the rubber meets the road they aren't willing to do the right thing and correct their mistake. They have been caught doing this in the past and paid the price, and I think it might be time for them to be held accountable again.
I went in at about 10:30 am to buy a phone and get service. There were only 3 people working in the phone dept. 2 were helping people at the desks and a young man approached me and I told him what I wanted. I have a month to month service and pay for it online. He checked and said that he needed my account number. Well even after I checked on one of their computers, I could not find one. He needed it if I wanted to keep my phone number he said. He spent probably a total of 10 minutes with me in between other people.
I am not a "phone person". I don't live and die by my phone, so I wanted an easy inexpensive phone. After being there at least 30 minutes, without him even offering to help me purchase a phone and service, I got pissed off cause he didn't even offer help in buying a phone. I will never recommend Best Buy to anyone. I would have changed my number if he had given me the time and made an effort to find a phone for me, but he didn't. I am very disappointed because being Saturday, they should have had more help in that department. There were at least 2-3 customers in the area... And only about 3 employees that I saw.
Bought a television with a controller that was said to control all functions of the TV, cd, vcr, etc. Won't turn the TV and the voice bar on. We bought a bill of goods. The TV being one of Sony's larger better models did not have a booklet with it and we were told that the Geek Squad would show us how it worked. It had a message right away saying that an additional program needed to be added and the message would not go away from the screen when we tried to watch any program. After much calling we managed to get the Geek Squad to come over and remove the message. Now the universal controller doesn't turn the TV and soundbar on and we use the controller that came with the TV. On and on we are having one problem after another and didn't purchase coverage to get it addressed... Don't buy anything from Best Buy and don't believe their sales pitch... I can't believe that Sony would let them.
I purchased a freezer over a year ago with a 5 year additional warranty from Best Buy in Mount Vernon New York. The freezer has since broken down and minimum of nine times. Every time it did I have lost food and money and I was told that if something was wrong with the freezer more than three times within the warranty It would be replaced. That was a biggest lie ever. They kept sending the same guy fix same things on the freezer and I have lost 9 sets of food and it always seems to happen right after I go grocery shopping. Sometimes they use an outside Warranty company and the service was terrible and they refused to replace an obviously malfunctioning Factory defective freezer in an effort to save money.
Now the light is acting up again and it blinks as if there's a ghost in there which is another one of the Thousand problems I've had with this freezer. But I don't even feel like calling them again because I know they are just trying to keep fixing things over and over temporarily until the warranty runs out. It's a common strategy and I'm not surprised but I'm very disappointed that I have lost this much food and time and trouble and I'm still stuck with the same lemon freezer. Very disappointed and I am very sure that I won't be purchasing appliances from Best Buy covered under Geek Squad warranty ever again.???
I even told the technician after the 6th time coming to the house that I was promised a new refrigerator if I have three issues within one year. He laughed and told me "good luck" then he said that their job is to just fix the single problem over and over and over until warranty Runs Out. I feel so ripped off. I know a lot of people and I am slowly spreading the word about Best Buy and their fraudulent Geek Squad warranty practices because I am not satisfied and this is not cool. I have complained over and over to the warranty department and have even went into the store several times to confront the manager but nothing has worked.
I purchased a $400 television as a Christmas gift for my adult daughter. After 2 months the television completely stopped working. When I contact Best Buy, they tell me that unless I had purchased the $100 protection plan, there's nothing they can do! It stopped working! I will NEVER buy another product from Best Buy again. Many stores have a 90 day return policy. Best Buy will sell faulty items so you need their expensive protection plans to repair them! I have never had a store completely refuse to exchange damaged merchandise. The television was literally on her wall, barely touched, for maybe 6 weeks and then just stopped working.
I bought a laptop from Best Buy in Kenosha WI, I've had nothing but problems since the day I got the laptop. The biggest problem I have had with the laptop is that it will randomly restart. I do online classes and the laptop had restarted in the middle of a very important test, and as a resulted my test was submitted with only a few questions done. I had called my teacher and she was very understanding and let me redo it, but said only this one time. I promised her it would not happen again because I was going to return or exchange my laptop for something that worked. I was still in my 15 day return period, when I had went to Best Buy to try and return it.
The employee that was working with me, after printing out a duplicate copy of my receipt and inspecting laptop for what seemed like an unnecessary amount of time, came back and told me because I didn't wipe down the computer and screen that it is in used condition and he would not be able to give me a refund or exchange it for me. That was day 14 of my day 15 return/exchange window. Later that day and the next day I spent hours online talking to customer service on Best Buy, and also on the phone. Everyone I had talked to said that the situation should of never happened, and I should of been allowed to return it, as long as it wasn't cracked or damaged.
I knew I would not be able to get to Best Buy the next day because I was going out of town. All of the Best Buy employees I had talked to online or on the phone told me I would have to find a way to get to Best Buy or I would be out of my 15 day exchange/return window even if I don't have a car with me since I'm out of town. So now I have a unexchangable faulty laptop. This isn't the first time that Best Buy has done something like this to me. A few years ago I had bought a tablet and a 3 year service plan from Best Buy, I was told that if my tablet wasn't fixable and had to be replaced, if they didn't have the same version of my laptop because it was outdated, that as long as it was in the 3 years of service plan that I would get the next version up.
My tablet had stopped working and needed to be replaced. I went to Geek Squad to see what they could do and they had told me that it was unfixable and I would have to get a replacement. They did not have the same tablet in stock, because it was getting near the end of the 3 year service plan, but they would not give me the next version up, they just gave me my money back which was not enough at the time to afford the next version or tablet similar to the one I had.
I will never buy another item from Best Buy!! Spent $30 for a phone mount for my car a month ago. Yesterday it decided it wouldn't stick to my window any longer. Took it, the original packaging, and receipt back to get an exchange. Was told they couldn't exchange it because it had been longer than 14 days, because it's considered an electronic (ok that's weird). The Manager told me that I would need to call the manufacturer, and gave me the phone number. I stood right there in the store and called the phone number and it wasn't a working phone number, so I went back up to the manager and she tried to call and it wasn't a working phone number. Then she told me that's all she could do. Great customer service. LOL! So I paid $30 for the use of a phone mount for one month.
I’m completely disappointed with Best Buy and Geek Squad... I bought a range hood that was supposed to be installed on March 05, nobody showed up or contacted me to let me know they would not come. I called them at the end of the day and they rescheduled to March 09 at 10 am just to cancel 10 minutes before 10 and to rescheduled for today, March 12. “The installer” went to my house today and decided that he was not installing the hood because It is too hard, so he left the hood there on the floor and left. Now if I want the money I paid for the installation, I need to be luck enough to talk to someone at customer service tomorrow because there is nothing they can do today!
I just been ripped off in Best Buy Staten Island store on Richmond Ave. The sales manager Paul ** and Customer service specialist Michelle gave the worst customer service and pretended that I am nothing. The sales person (not sure the name) lied to me about returning an iWatch 3 without any extra charges (asked 2 times about it) when I came back to return the watch, I was charged a restocking fee. I believe entire team: management and customer care is in on the scam to lie to their customers. I don't recommend to shop Best Buy. Go on Amazon and don't get into issues I did.
If Best Buy management reads my review, I recommend Best Buy to start working on their customer service skills. People go online for headache free shopping and most online services like Amazon, Jet.com and many others accept returns with full refunds and no questions asked. B&M stores are dying out (the Staten Island store was almost empty when I came there twice) and to turn away the customers who still visit the stores is not a smart idea.
I purchased a small air conditioner/heater for an added room in our business. The wrong one was sent (A/C only) so I went to the Duluth GA store to return it. They were nice enough to re-order the correct one, with an in-store pickup thing. By the time it arrived at the store I was up to my neck in contractors and could not get free in the foreseeable future. I called and was told tough luck, and no, the President of the company can NOT pick it up, I have to do it, or it will be returned after a week. My company will look elsewhere for appliances, computers, etc. etc. etc.
This review applies to Best Buy online. Dealing with these people is like dealing with another country or maybe even another planet. I needed to obtain a duplicate receipt for a dishwasher I bought between 1 and 2 years ago. Calling Best Buy retail was a waste of time, they don't appear to acknowledge Best Buy online. After much difficulty, I found a phone no. customer "service?" The rep. was difficult to understand but he could not send me a receipt, he claimed, because my email address had been compromised. I asked him to send the receipt to a separate email address and he hung up on me. Never buy from Best Buy Online.
MSI GS Series Stealth Pro Laptop - I bought this $1600 computer in August 2017 and it stopped working in March of 2018. That's SIX MONTHS. Best Buy said, "Too bad. Send it to the manufacturer," which will take 30 business days. Who can do without their computer for thirty business days. They would not sell me a service plan. It was too late they said. I called their resolution department. They do not have a manager in the United States. Still told me the same thing. My mother bought a computer there and hers also crashed in six months and she got the same story. We put this on FB and multiple people said they had a similar customer service disaster. Just say no to Best Buy!!!
PLANNED OBSOLESCENCE: ie, Consumer Fraud. We bought a Best Buy Roku Smart TV #LC-50LB481U about 15 months ago. TRASH! A few days ago the screen went black. Needs a backlight converter board that Best Buy doesn't support despite the fact that the "Sharp" TV we bought isn't really a Sharp brand, but a Chinese co. using the brand name exclusively for Best Buy. Best Buy customer service is terrible and not helpful. No part number. Gave us the name of a company that makes them and the part is most costly than the TV was in the first place. Consumer Affairs site has several complaints on Best Buy and their "Sharp" TV's breaking within 12 - 15 months of purchase. CAVEAT EMPTOR!
I recently purchased a Phillips Sonicare toothbrush from Best Buy. Best Buy sent me a previously returned product. When I contacted Best Buy they were extremely unapologetic about this. In fact the customer service representative disconnected the call without bothering to answer my questions about return cost.
Where do I begin? Probably the worst experience ever. Spoke to 2 people, was transferred once and got hung up on. They couldn’t comprehend my issue. My order was cancelled and they were very unwilling to figure out a solution. Very expensive product being purchased. Will look elsewhere next time. These people need better training, and some communication classes too. Would gladly speak to a rep at corporate.
You buy a product with a warranty and they won't refund or replace it. Over a monitor fell on my lap on the floor sitting next to it and cracked. What's the point of a warranty. Rude managers, rude company, go to Walmart people they keep their customers happy and return anything, 190.00 down the drain over a monitor that had a weak base and is **.
So we went to a store and ordered a refrigerator which was on sale on their website. They told me it's showing a delivery of about a month but usually they'll receive it sooner. So we waited about 2 weeks when I got an email saying that I can reschedule earlier delivery so I scheduled delivery a week later for Saturday. Then on Friday, i.e., a day before delivery I get a call from their warehouse where they say that the item is a discontinued item and not in stock!!! All this after 3 weeks? Don't they have clear inventory numbers before placing an order? This is such a big store and they have such backward programming? And they didn't even bother to apologize. Unacceptable. Worst company ever.
I purchased a Samsung front load washer and dryer from Best Buy back in 2015. I also purchased several appliances from Best Buy. We spent about $6,700 roughly and bought 5 year Geek Squad protection on all of the appliances. On Saturday Feb 24th 2018 we went to Bonefish Grill for dinner. I had loaded the washer before we left. We came back home and the glass of the washer had shattered. It had broken into several pieces. There was water and glass everywhere in the laundry room.
We cleaned it up then I remembered that my husband bought the Geek Squad protection. Called Best Buy. Spoke to Geek Squad. An appointment was made since we had the protection and we didn't have to pay anything. The Geek Squad guy Robert gets to my house, calls his manager and then they both decide the glass shattering as cosmetic damage. I cant use the washer without water spilling on the floor and causing a flood. I called and spoke to several best buy managers and Geek Squad managers. No one could explain how it was deemed cosmetic damage. Basically 'cause it's 3 years out. They don't want to replace the washer. What was the point of buying the protection in the 1st place if they won't honor it. I am really disappointed in Best Buy and Geek Squad. Please stay away from them. Bunch of liars and thieves. I am going somewhere else to purchase a washer. I have several clothes to wash and I need a washer.
Friendly, knowledgeable and helpful staff. Great selections for all budgets online or in store. From the most basic to the most advance electronics I enjoy shopping at Best Buy.
Best Buy really stands behind their Price Adjustment like they say, even if it is bought through their online process, and they did a price adjustment for me on 4 items I purchased from them online.
In March of 2017 we purchased an Alienware laptop from Best Buy. Spent a pretty decent amount of money on this workstation. We recently had issues with it and called Dell support - only to find out that it was originally purchased from Dell and was registered to a company in January of 2017 and they could do basic troubleshooting but no other support. They could not tell us who it was previously registered to and told us to call Best Buy. We called the local Best Buy and they could not help us.
We were told to call Corporate - Corporate told us they could not help and told us to call Burg at our local store. Burg would not talk to us but told the person that answered the phone he was too busy to get on a call with us and we should come in and have the Geek Squad look at the computer. So all in all according to Dell we do not own the computer we purchased from Best Buy - and cannot get any warranty work done from Dell. Only option is to have the Geek Squad look at the computer. Absolute joke - we will never step foot inside a Best Buy again.
Best Buy Company Information
- Company Name:
- Geek Squad
- 7601 Penn Avenue South
- Postal Code:
- United States
- (888) 237-8289