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I have always been wary of purchasing any technology at Best Buy. When my son needed a replacement laptop, we decided to consider Best Buy, since we were looking for a refurbished Apple laptop, and with Best Buy being a certified Apple Reseller, we didn't think what we were getting would be defective. BOY WERE WE WRONG!!!! The laptop was shipped to our local store for pick-up. When we brought it home, it would not start up, leading us to think the operating system wasn't installed. No problem, my husband used to be a Mac IT guy and knew how to do that. He couldn't even do that because THERE WAS NO HARD DRIVE IN THE COMPUTER!!! The product we ordered was a MacBook Pro listed as having a 320GB hard drive, so of course we expected that we would get what we ordered.
My husband went back to the Best Buy where he picked up the laptop, and was told they couldn't do anything since the laptop had been purchased from another store. However, he was told he could purchase a new hard drive and have it installed. My husband said that there was no way he would do that since he already paid for the hard drive as part of his purchase. The customer service guy he dealt with also happened to be the manager and said he couldn't do anything more, because that is what he was told to. At any rate, we were still able to return the laptop. Best Buy tried to only refund part of the money because of some "free" software on a disk that was included with the order, which by the way wasn't in the shipping box. (My son also told me that when he and his dad picked up the order, the box was already open.) Eventually, the full amount was refunded.
What makes me so angry is that customer service wasn't even concerned that a defective product was shipped. There was no effort to go above and beyond what the store manager was told to do by the higher ups. I know that the Geek Squad at Best Buy is now an authorized Apple repair service, and the customer service guy could have brought one of those guys over to help. He could have also called the store from where the defective computer was shipped. At least we got our money back, but my son is still without a laptop for school.
Purchased a product recommended by sales staff due to lack of other product availability. They stated to "try it" and if it doesn't meet my expectations return it and upgrade. I stated I'm out of the country for a couple of weeks but will try it upon return. The product didn't meet my expectations. I brought it back to the store fully packaged and wanted to upgrade. Because it was just over 15 days they refused. Bottom line to their bottom dollar is I will never shop at Best Buy again. I was at that point attempting to make a $1000 purchase on the upgrade. I walked out never to return. If brick and mortar stores want to survive in this economy, they must provide better customer service. Places like Costco appear to be doing very well!
Needed my refrigerator icemaker repaired. Spent over 3 hours on hold between the multiple times I had to call, was transferred, and did not have the outsourced repair company Quirk Service Inc show up after giving me a repair window of 8-5. Who can be home all day waiting for repair people? I'm currently still on hold... Every time I call, I am transferred and put on hold. On occasion there is the call me back option but then I am transferred to a wait of 30 or more minutes. Don't buy here so you can avoid a crappy service situation.
Had a 1:00 appointment with Geek Squad. The speaker went out on my phone. Pay monthly for an extended warranty. They couldn't handle it after I made a 1hr 1/2 one way trip. 2 1/2 hours in the store, Was told I would have to handle it with Escalation Support 800 433 5778. So I called from Best Buy Escalation Support, NO GO. They no longer handle returns, take it up with the store. Store couldn't do anything either. Told to call in 3 to 4 days. I own a two businesses and people flying in. SHOP VERIZON on phone purchases!
Worst company I’ve ever dealt with. I ordered a pool pump and it took them over a month but promised to give me a one horse power instead of a half horse power because it was out of stock. When FedEx delivered, it was only half horse power and returned it to company. It has been two months, over 20 telephone calls And disputed with my bank. Every time I call they tell me I will have the money in my account in a few days. I would recommend not doing business with this company! No refund has been done.
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Worse service. DO NOT use Best Buy. First I'm disappointed they do not give military discount. Second: I used them for 2 day home delivery of a Dryer. I'm told I will get a call the night prior to delivery for a window. That call never came. Then I get a text that they will be at my home at 0935. They don't show. I get an email that it was delivered. It wasn't. I then go on to find out when I sign in to my account it was cancelled. I call customer service and it was rescheduled for the following day and it's not on the truck so it can't be delivered. I took a day the morning off of work cost me money as my family needed the delivery in now. I wanted it prior to my deployment. NEVER WILL I PURCHASE FROM BEST BUY AGAIN. Do yourself a favor and use Home Depot or Lowe's.
I've bought a built-in oven with the installation. I needed to make two thin cuts to fit the new oven in the cabinet so I made myself sure that the installation I was paying was covered. The company has implemented a systemic method to deceive consumers about delivery dates and services. The installation process is a corrupt operation. The installer will missed appointments, and when showed up late he didn't want to do the job making excuses to charge additionals. I had to pay $200 for an installation that was included. I also have the transcript of the chat with the sales agent when I confirmed this.
The installer said, “I have to charge you but you can claim to this number and they will immediately refund you to the credit card.” I'm sure you can imagine what happened right! The 1-888-Best-Buy would better be renamed to 1-888-just-die because that is what will happen to you after hours and hours of waiting for someone to pick up. If you are patient enough to watch the grass grow and seasons pass at the phone, they will eventually take the claim, act surprised, and say the magic phrase, “Your case number is XXXX. We will call you. We are very sorry we are experiencing a high volume of calls for several months.” So many months--that is incredible. It is also incredible that the case doesn't have a follow-up. Isn't this a great way to avoid responsibility?
Went to Best Buy to change from ATT to Verizon and possibly purchase a new phone. Price of a new phone was too high so we opted out and just changed carriers. At first it went smoothly, but then went south. Salesman said having trouble activating. Called Verizon and put my husband on the phone and grilled him. Had to give his full Social Security number 2 times, and still nothing was resolved. Salesman couldn’t ever look us in the eye. After 2 1/2 hours the only solution was to purchase a new phone, and miraculously the phones started working. So beware of these practices.
I was there today and can suggest one reason many customers are unhappy. Service! I took back an UNOPENED and SEALED software package and they refused to take it back as it had been longer than 15 days since I purchased it. First of all, they still carry the item and it would have been good PR (and no loss to them) to have allowed the return and put it back on the shelf. Secondly, even though their policy is to only accept returns for 15 days, a reasonable customer would assume that referred to an OPENED software product. Third, even after explaining to the person said to be the manager (Travis) that I live a distance away and it was inconvenient to return (I was nearby today and could stop in), that did not persuade him.
Finally, I have been a long time customer with loyalty to Best Buy as my “go to” electronics store. Never more! Even as I expressed my dismay to Travis that I would not frequent Best Buy again, he said “do whatever you want”. What! Not even sorry to lose a customer! Poor service and poor selection of managers! And to go further, I couldn’t even find a way to directly complain on the Best Buy website, despite logging on with my customer number!
Bought Arlo Pro 4 camera. Offer said comes with Arlo security lights. Been to store 3 times and calls to corporate and store 5 times and just keep getting runaround. Will not shop in a store that doesn’t honor their policy. Lost my trust.
Best Buy Company Information
- Company Name:
- Geek Squad
- 7601 Penn Avenue South
- Postal Code:
- United States
- (888) 237-8289