Best Buy Reviews

They told us the plan only included one replacement bulb, and that they could not do anything about the faulty bulb after 30 days. I was very polite through the whole ordeal, but Keith, the store manager, ultimately refused to make the matter right. We paid $200 for the service plan, and the primary reason we bought it was for bulb replacements. We were lied to and we wasted our money. I do not plan to shop at the Mansfield, TX store again, and likely will not make any future electronics purchases from Best Buy.

I informed them that I will be moving again and the last address I'd given them was a temporary move, I gave them the new permanent address and again asked them about the certificates since I still had not received them. Again, they mailed the coupons to the wrong address. Keep in mind, this is actually a series of several phone calls of me giving them my new address, changing preferences to email the coupons and also following up on where my coupons were. They finally got me the coupons mailed to me (supposed to be emailed) in January or so of 2009.

The coupons expire in April and May of 2009. I didn't use them before they expired as we were deep in a remodel and also had a family member diagnosed with lung cancer. I had been doing trips out of town on a weekly basis from April-July. The family member passed away. In July, I found a lump in my breast that was removed in September. Finally, things had calmed down so I called Best Buy Member services and explained everything on October 19, 2009. I was trying to get my coupons reissued for a total of ($45.00). I've been given case number after case number.

On the first call, they got the fund adjustment approved by the supervisor. They said they had to send it to the back office for review and reissuing. I called on 10/26; no new information, but call back on the 28th. I called 10/28; Theodore said it was all written up, but never processed/sent. Theodore resent and told me to call back on 11/5. I called back on 11/5; still under review from back office so give it another week. I called back on 11/12, still no news.

I called back on 11/13 and spoke to Adriana and she redoes the whole submission again and gets supervisor approval once again (this is their escalation process). She and the supervisor put in the fund adjustment again and said it should take 7-10 days. At this point she also gives me 750 points extra for the lack of response and inconvenience. I also emailed the member services letting them know this is taking far too long and expressed my frustrations to them. Florencia emailed me back on 11/13 apologizing for the inconvenience and said she would fix it. She is "back office". I called again on 12/2 and spoke to Frank and he escalated once again.

He said it takes 10 days for them to be valid, but they should show in 6 days and I should call back. Right after I emailed back office again, Taha replied and once again apologized but said she would look into why the funds are taking so long to process. She said she expedited it again and they will make it right and take care of it. I called back again on 12/11 and spoke to Cecilia. She said back office was supposed to call the customer. They are trying not to award points. At this time she gave me another 750 points for the inconvenience.

On December 22, I got an email from Brian in "Back Office" and he says "I'm glad to tell you that your points were posted and a total of $45 in reward certificates was already issued and it's ready to be used." He also apologizes for the inconvenience and says, “Thank for your understanding and patience.” At this point, I went online and check the point status. The only points that are showing are the ones they gave me for inconvenience (750 (15.00) x 2) and the $10.00 certificate that I recently earned (this was not a freebie).

On January 7th, I emailed Brian back and asked him to please look at this again as the points are not there as he stated. I told about the two inconvenience points that were given and the other points are mine that I earned. On January 19th, I emailed Brian again and said I had not heard back from anyone and I would appreciate a response.

To date, I have not heard from them. Today is February 1st and I still have not heard from Best Buy Rewards. I have at least 6 different case numbers associated with this, 3-4 escalations, 3 fund adjustments. The customer service representatives don't know why things are not taken care of. They keep trying and it is a problem when it gets to "Back Office". You cannot speak to Back Office. They have it in their notes to call the customer, but they don't. We have been very loyal customer to Best Buy and I surely don't appreciate the way they have treated me. They clearly don't appreciate their customers. It is the corporate side. All the workers are very nice and really do try to help. It's the people that don't have to speak to the customer that fail to deliver.

I told my friend to go on in and get in line to pick up the printer and I would tell the greeter that some salt needed to be put down out front. This is when the trouble began. It was a young man talking on the phone/Bluetooth. I got behind an older couple who was waiting for him to answer a question and he finally said something to them and they left without a thank you. He did not acknowledge me and I stood there. Finally he raised his eyebrows at me in question. I asked if some salt could be put down out front. He said it had been done early this morning. I told him it needed to be done again. He told me they don't do the parking lot. I then asked him, what?

He told whoever was on the phone/Bluetooth he would talk with them later. He said, “I said we don't do the parking lot, we only do the sidewalk.” I asked him if he knew that Best Buy was liable if I fell; he said no they aren't and it would be my responsibility. This is when things started getting ugly. I asked who owned the parking lot. He said he didn't know. He also said essentially if I was stupid enough to come out in this weather, I deserved to fall. I then asked for a manager. He said they were all in the back and he would call one if I liked. I said yes, call one. He did, and this man came up to us and the greeter said this is the manager. I told the manager what was going on and the greeter stood there grinning. The manager said the greeter was right. I said no, someone other than me is responsible if I fall. Who owns the lot?

Finally the manager, who still hadn't introduced himself to me, said the corporation that the shopping center was in. He said the greeter wouldn't have known that. I looked at them and said, so you called your buddy up here, huh? That is when the manager spoke up and said I am the manager. I told him I was not responsible if I fell and all I wanted was some rock salt put down. He said he would see what he could do and that he would take the greeter aside later and speak with him. I was furious by this time.

I said thank you and went over to where my friend was standing, waiting for someone to help her. She was the only one there and still had not been waited on. Once she was waited on, she was sent to a long line. I stood in it with her and helped her stand as I said she walks with a cane. We finally picked up the printer and left the store. No one asked if two older women, one with a cane, needed help.

I feel Best Buy advertises itself as a friendly place, but it is full of young arrogant **. I believe I am right in the fact that I would not be responsible for an accident. What ever happened to the customer is always right? All the greeter had to do was to say, “Yes, I will see if I can find someone to put some down.” Even if he didn't, I would have been satisfied and never have known he didn't put rock salt down. I looked for a complaint category on their website, but there wasn't one. I will not shop at the Johnson City store anymore.

Last month, a friend against my recommendation bought a laptop from the same store and the machine froze when installing security software. She brought it back and they called a few days later. They said that the motherboard was fried. I am a computer scientist and know that freeing storage area to install software does not fry the mother board. Weeks later, the machine is back although totally clear of software. They wanted $100 to restore the machine. This is another disreputable action.

Months ago, I went into Best Buy and against my better judgment helped a friend in getting an XM radio. When asked for the specific functions, he misdirected and was faking knowledge. After frustrating conversations with manufacturer (who could not care less), it had to be returned.

Several other instances by friends who do not complain and myself and all I can do is try to direct people to anywhere but Best Buy.

I took the laptop in and was told they would need 2 days to diagnose the problem and get it back to me. A week later, I'd still not heard from them. I went to the store and learned that the laptop had still not been looked at or repaired. I was promised to have it in another couple days. Another week passed and still no word from BB. I had stopped in 3-4 times at this point, voicing my complaint. I got excuses from Geek Squad such as "I couldn't read the instructions left by the previous staff person who worked on it".

I talked to a Geek Squad and BB manager on 2 occasions, I couldn't get any help from either of them. Now, in the meantime, my first bill was approaching and I was stuck with a broken laptop. Almost 4 weeks later and after several angry phone calls and visits to the store, I was told that the viruses were on the computer because "there had been no protection installed". What? It's on my receipt that it was purchased and you installed it. I have the disc!

They had never installed the virus protection devise yet informed me that they were not responsible for covering the repair. So they charged it to my account. I got the computer back in a few days later but was responsible for the bill. I got the runaround from everyone. I eventually emailed corporate customer service and got more runaround. Each response told me that "someone from the store would be calling to settle the problem". 10 days later, someone did and we started at square one again. They insisted that I keep the original laptop and charged me $175 for the repair. Neither the local store or Corporate cared enough to keep me as a customer. Two of the Geek staff were very rude to me and one continued to speak to another employee in derogatory terms about me within my hearing range.

I will never as much as step foot in those stores again. They were totally apathetic and had no interest in customer service. There was no follow-up from the company and no desire to make me satisfied. I'm in the process of paying off my account and then I'm done with them. I'd advise you to read the other complaints on this site and heavily consider not shopping there. They don't deserve your business.

I knew that damage had most likely been done by the thieves but was not sure how much. My husband is the one who usually deals with everything auto related so I knew I would need help figuring out what would be needed. While the technician examined the car, I remembered the importance of a working alarm system for the protection of that equipment. Rather than have him double back and inspect again the existing car alarm, I made sure to go back into the inspection area and request that he also inspect the car alarm because we would need to get that repaired as well. I made very clear to him that I was unaware of the parts necessary as well as the extent of damage and would be relying on his opinion as to what I needed. He said that he may not have time to add an alarm but would inspect the vehicle and then let me know if it was needed and if he had time.

After inspecting the vehicle he came out and said, "Okay, we can go ahead and do the alarm; what kind do you need? One with automatic start?" I assumed that with that statement I must no longer have an alarm or it needed to be replaced. I assumed the thieves took the parts or damaged them completely. He had me look at the alarms in order to choose one. I told him that I would have to take the less expensive alarm because the prices were just adding up. I had previously suspected that only parts would be needed to repair the existing alarm. Had I known that my pre-existing and much higher quality alarm presently in the car was fully functional, I would have never agreed to install a less comparable one. In addition to this, I was told or asked whether or not it would be okay to remove my old alarm and dispose of it when it still had value. I later found out that it only required the button push key and that the issues could be diagnosed and resolved for a much cheaper price. The installer did not inform me that I would be charged an additional fee to remove my already functional alarm. He just did so. At the time I was simply relying on and trusting in his expertise. I feel as though my lack of knowledge was used to take advantage of me.

When I arrived at home to surprise my husband, he was initially excited until he inspected the work. He turned the sound on to notice that the front 2 speakers were not functioning. He then looked at the new keys and said why did they give you these, they are the wrong ones for our alarm system. I told him that I asked the young man to see if I needed one and he installed this one. My husband was furious after finding out that after an inspection of the alarm system that I was told none of this pertinent information and his high quality alarm was deactivated. It was not until he went to the site that he was told that it was actually removed and trashed.

He asked to speak with a manager after getting nowhere with the initial salesman. He was joined by two other salesmen as well as the manager. Greg N. All of the men talked to my husband simultaneously causing him to feel threatened. They cut him off and would leave back and forth and speak amongst themselves continuously changing the details of their roles as well as store policy. One of the salesmen told my husband that I was lying to him and I simply walked in knowledgeable and requested a stereo and alarm with no need for an inspection.

All of these tactics made us feel humiliated and insulted and as if they were being deceitful. They then told him that since he was not there, he did not know what he was talking about, even though we spoke extensively about my discussion with the salesman. I then spoke over the phone to the salesman as well as the manager. When speaking with the manager, he refused to listen to my explanation of relying on feedback from his employee in order to make an educated decision. At no time was I disrespectful to Mr. N. He, however, decided that he was done listening to my explanation of the ordeal and simply put down the phone and walked away.

My husband picked up the phone and said that he just walked away without even making sure that a resolution was reached. My husband then informed that salesman that he was not satisfied with this service and that he wanted to contact a supervisor over Mr. N. They refused to give him any phone number for customer service.

Then as my husband was walking over and asking a floor associate for the same information, Mr. N told him that even if customer service agreed to resolve the issue that he would not touch our vehicle or allow any of his employees to touch the vehicle and that nobody from customer service could make him do it. Then as my husband was walking away, the other salesman continued to tell my husband repeatedly that I was a liar and that if he was not finished there that he was ready to handle it (basically he was challenging my husband to fight with him).

My husband left the store and we immediately called customer service. I have never experienced anything along these lines. My husband was threatened, teamed up on, verbally insulted, and humiliated in the middle of our neighborhood Best Buy. It is incredible! Customer service is of little help at this point. We simply wanted the front speakers repaired, the low grade alarm returned and our alarm back initially. After experiencing this, it feels as though we would have to be entitled to something more if not for the sake of our dignity. At this point, we were contacted and told that most of the parts of our old alarm system were dug out of the trash (it's now inoperable due to the method of extraction and disposal) and is waiting for us at the front of the store because they want us no where near the department as if we are horrible people.

The hostile Best Buy employees are continuing to add fuel to the fire by refusing to deal with customer service. Frankly, I am afraid to return. If they feel comfortable enough to speak to my husband who is a rather large guy in the way that they did, there is no way that I am setting foot in there ever again. At this point, there is still no resolution. No one with any actual authority has contacted us. Someone from customer service said we could go back to the same location only and repair the speakers. That's not happening! And we were offered a $100 gift card which is only a 5th of the cost of our old alarm and is not even half of what I had to pay for the new alarm that we supposedly needed.

I have been a long time loyal customer. This unit has had over eight service calls for related and unrelated issues. I felt they were really taking care of me by giving me the exchange ticket but then pulling it back and not honoring it. I really feel cheated. Each time they come out, I am giving up half of may day off and the issue is still not resolved. After denying the exchange, they just called to cancel the appointment to put in the parts because the parts are not available, so my washer remains leaking.

Now I have to reschedule according to my next day off which won't be until 2-11-10. I spoke with their customer relations initially on the 14th. She seemed empathetic and assured me they would resolve based on my relationship. She was to call me back by yesterday. Never called. I called back today and was basically told again that they denied the exchange. The last three attempts to repair are counting as one repair, which is not my fault they don't know how to fix and their lemon rule is three repairs and one pending. I did have a repair for this leak in Oct, Nov, Dec and Jan and are pending parts replacement. I believe they should approve their initial exchange request. They are claiming that the tech should not have given me that exchange receipt, but the fact is he did.

I am out $189 plus Ohio tax for the unit. I called the manufacturer of the unit and they offered to replace it for a nominal fee ($105) if I would send the old one in. I sent it yesterday as I trust the brand name. I believe Best Buy knew that particular unit did not work, so I closed my account and I will never darken their door again! I strongly advise others not to shop there either.

What my problem now is the dryer that it spins but it won't dry and I was told by the 3rd party technician (not Best Buy) that the gas coil needed to be replaced and that it takes about 3 to 5 business day for them to get it and they would place the order on Monday the 21 of December 2009. I called them (3rd party) to find out the status and I was told that they're waiting for Best Buy to send it to them, then I decided to call Best Buy to find out what's going on. I called them back on 12/30/09 and I was told that the order was placed on 12/28/09 when it should be on the week of 12/21/09.

I called again on 1/8/10 very frustrated and I went through the process with customer service at Best Buy over again regarding my issue and again I was told that it has been order on the 6th and it's backorder. I was very upset and request to speak to a manager but she keep insisting that it is backorder. I hang up the phone and called back again a couple of minutes later and requested to speak to a manager and of course I have to go through the whole issue again with each rep that answers the phone and I told him, "If he could read the comments that you people write whenever a customer calls, you'll find out my frustration," and finally he told me that they had tried to order the part but it has been backorder. So I told him how much longer I need to wait in order for the dryer to be replaced. He found out that they did not had a timeframe of how much longer it was going to take and he was going place the request to be replaced and that it was going to take 3 to 5 business day.

As of today 1/15/10, nobody from Best Buy has contacted me regarding the issue. I called them again and the same thing happened that they said the part has been order on the 14th and I told her that last week Mike had placed a request for the dryer to be replaced. She kept reading their notes and find out that they have reviewed it and it won't be replaced and they had ordered the part again. Please I need someone's advice of what to do. How could I have them or LG to replace the dryer and the washer too?

Yesterday, two months after numerous calls, the manager called me to basically say "Tough luck, we threw it out too bad." They discarded valuable data that cannot be replaced and they will not take responsibility, plus the fact that they blew the motherboard on my computer. I now have to purchase a new computer because they will not own up to the fact of the damages they caused. New computers are very costly since I am unemployed. Why can't they be held responsible to take care of items left in their care?

The response I received was sorry that is our policy. No action was taken by Best Buy's corporate headquarters. I went directly to HP where I explained to the tech what the issues were and he said it sounded like a hard drive issue. They sent me out a hard drive and I replaced it myself and sure enough that issue was not resolved. I have sent it in to HP; however, I feel that as a consumer and the amount of aggravation and loss of computer for many weeks that they should ship out a new computer to me as this was a new computer and now I am going to get a refurbished one that will most likely give me issues from this point on. It is their obligation to your loyal customers ( no doubt your market research shows you the importance of repeat purchasers) to only distribute your products with reputable dealers; dealers that are not abusive to your customers. My life would have been simpler if I had purchased a Mac computer. I strongly urge you to resolve this issue with me, the customer.

After 4 days, Best Buy called me back, stating that the fridge is out of stock and that I could either wait for it be restocked or cancel the order. Every week, I would call back, and they would tell me the same thing and that it would be restocked in a month. Finally, after a month, they told me that the fridge is discontinued by the manufacturer and that they can't fulfill the order. They offered to replace the fridge with a cheaper fridge or give me 10% off any fridge I wanted.

I called corporate after that and complained, and they told me that all they could offer is 10% off. So finally I gave up and called Best Buy again to get the price-matched fridge that they offered me. Now, they refuse to admit that they offered me that or even the 10% off that both the representative or corporate offered me. They told me that I would have to call corporate back and I would have to get their name and info, because they didn't put that into the case notes. I've just give up and will never use Best Buy again for any purchases.

I called the corporate office. They said they would ask the store manager. Again he refused. It was 15 dollars extra. It wasn't so much, it was the principal. I work in retail too and I, as an employee, always try to go all out for the customer. They don't seem to follow it. I did order the computer only because of the gift cards we got. Otherwise, I would have walked out. I will never, neither will my husband, go into Best Buy anymore.

I came to the store with original receipt in hand and was informed by a dark skinned gentleman he could not do a return, as they were American products. I asked if it would be possible for an exchange since the items scanned into the system and I was once again met with a "can't do attitude". Another employee came up and asked why an exchange wouldn't be possible as the DVDs say on the back "for sale in USA and Canada only". He then requested I phone some Best Buy 1-800 number for more information. When I asked if he could call, as I wasn't sure why I had to after driving for 20 minutes to get to the store, he shrugged. I then requested to speak with someone else. He walked around aimlessly and approximately 5-10 minutes later, another employee named Terrence arrived to help.

Terrance was very polite and asked what the issue was. The dark skinned fellow responded incorrectly saying I want a refund for the products "I" purchased in the USA and he had told me to call the 1-800 number (as a side not once again, I did not purchase them, they were gifts and I wasn't expecting a cash refund only an exchange). Terrance then requested the employee, himself, to call the number, which is the same thing I had asked him to do moments earlier. The other employee then left to use a phone out of earshot and Terrence left. I walked over to the other employee that was now on the phone speaking to someone. He then abruptly handed the phone to me. I said hello and an extremely rude individual responded saying, "who is this" I gave my name and was told her name was Courtney. After about a 30 second conversation filled with the words "can't and won't", I hung up the phone feeling more aggravated than ever. I then left the store and have no plans to shop there again until I get an answer I am satisfied with or an exchange for the products purchased!

I have worked in the customer service industry before, so I am extremely empathetic to the stresses these employees are under. However, this experience was truly an all time worst in my books. Even if my original request couldn't be facilitated, there is no reason for any customer to leave as angry as I left. There weren't even any attempts made for alternated resolutions. I think at the very least, something could have been done with the receipt that would have allowed me to return the product in an American store at a later date than stipulated, as I will be in the Phoenix area again in mid February. I still cannot fathom why an exchange could not have been made but I am flabbergasted at the fact that nothing was done, so even remotely deal with my request.

I have been very conscientious and diligently trying to make my payment on time. I send 3 letters to this Mr. K.as instructed by several of the representatives because they are not authorize to waive late fees. I ask and pleaded in my letter to Mr. K. if he would be so kind as to do a research of my payment history, he would had seen I have not been late no month past 30 days. I have a study paying history on time majority of the months.

Then after 3 letters and no response, the only other alternative was to close the account. But! Guess again, one day late a fourth late fee at $35.00 and yet the balance is much lower still the late fee of $35.00. Every credit card I have will waive a couple late fees. I feel that it was unnecessary that I had to close my account. But they still have assess to charge $35.00 fee. All I'm asking is to have some of the late fees waive as a courtesy. As I stated in my previous letter to Mr. K., I have been very conscientious and diligently trying to make my payment on time. And I never received any response from him regarding this matter. I would like to be accommodated. Thank you for your time I appreciate you.

LG sent a service man who replaced a control board. The following day after the repair, the unit was still freezing foods in the crisper. After another call to Best Buy and LG, the service man replaced the ice maker, stating the ice making was not freezing properly causing water to leak under the crisper and freeze causing ice to form and freeze the crisper.

With two repairs done and Thanksgiving fast approaching, the unit still was freezing the food in the crisper. Yet another call to Best Buy and LG, the service man came out and replaced a drain tube. Once again, the unit still was freezing the foods in the crisper.

It is now after Christmas, and we placed another call to Best Buy and LG, asking that after 8 months and no success, if they can please replace the unit. "Not so fast," said the LG representative. "We have yet to determine the unit is not reparable or no longer economical to the consumer. In fact, a part is being manufactured that will fix the problem and will be available in March 2010." Oddly enough, that is exactly one year now from the date of purchase. Did I mention it is now Jan 7, 2010 and the part is available in March? What does this say for Best Buy or LG? Neither of them want to take ownership of the problem.

To make a very long story shorter, we have taken it back numerous times, for the screen that flicks. Each and every time we have taken it back, it has been for the same reason. We have shown the attendant at the geek squad each time the problem, and had it sent out. On a couple of occasions they placed it in the back, and never sent it, and called to say that there was no problem. On other occasions, they have sent it out, and each time it comes back with something different repaired to solve the original problem. To top matters off, when they sent it out, my daughter is without a computer for 3 to 6 weeks. Finally, we've had enough, and we were assured that the laptop would be processed under the no lemon clause of the extended warranty, and the employee wrote on the paperwork that it would be. I then got a call, saying that they were going to try and fix it again, and that since the unit had not been sent out of the store 4 times, they would not honor the no lemon clause.

After a lengthy discussion, they tried, and again the problem existed. I was again assured that if anymore problems were to occur after this, that I would have no more problems under the no lemon clause. You guessed it, the unit was not fixed properly, and again, I had to take it back. I was told by employees at the New Market store that, there had been issues with management, and that if I wished better service, to take the unit to the Aurora store as the warranty was good throughout all Best Buy stores. I did this, and again the technician looked at it, and stated that it would be processed under the no lemon clause, and wrote on the paperwork that it would. Lo and behold, a week later I got a call, stating that it would be sent out for repairs, and that they would not honor the clause, because their paperwork had stated that it had been sent out for different reasons, thus it did not qualify. They wrote the reason on the paperwork when they sent it, but remember it has always been for the same reason that it has been returned. Best Buy has managed to use a play on words, not to honor their commitment to their warranty.

I have also attempted to correspond with the head office, and have been ignored with regard to this matter. Obviously, first and foremost, the warranties that Best Buy offers are absolutely useless, and they never have any intention of honoring them. Their customer service is absolutely horrid, and they only pay customers lip service, when dealing with them, and lastly, they have no regard for the ramifications of their actions and carelessness when dealing with a student in a university that requires the use of a computer. To make matters worse, one of the times the laptop was brought in, the technician had the audacity to tell my wife, to buy another, while it was being repaired.

I am still dealing with Best Buy, in an attempt to have the unit fixed, but I am sure that there are numerous people that have experienced the same runaround as I have. Because of the mass quantity of electronics that Best Buy sells, they are able to minimally undercut other companies, but in the long run, I have found out that there is a price to pay. I would not recommend that anyone buy a thing from Best Buy, if it involves any type of warranty, as they clearly want your money without the responsibility of honoring any agreements. Furthermore, they could care less about any customer, as they dictate any terms, and there are no ramifications for their actions. They have your money, and there is nothing that a single customer can do. Best Buy will continue to make excuses, until the term of the warranty expires, and then will state that it is no longer covered.

The Aurora store located at ** was also canvassed, and we were advised,and have the form stating that it was a lemon, to be told again that it does not qualify, after the fact. Best Buys sure stick together. Obviously, my daughter is in dire need of a computer for the university, and we have to be the ones to sort this out, as Best Buy has the computer for 3-6 weeks at a time.

On 12-27-09, I went to the Dover, DE store to speak to someone in management there. The assistant manager was on duty but refused to come and speak to me face to face. He left sending messages to me through a store associate. The assistant manager's response was that this would be a corporate matter and I was given the corporate phone number. On Monday, 12-28-09, I called corporate offices of Best Buy and after 4 phone calls, I finally spoke to a gentleman by the name of Tim. Tim advised me that this is a matter that would have to be settled at the store level (here starts the proverbial runaround). I advised Tim that the store was the one who told me to call corporate. Tim became short and restated that it was a store matter.

That same day, I called the Dover, DE store and spoke to Glenn ** who I had been advised was the store manager. I explained my plight to Mr. ** and in a very matter of fact way, asked exactly what I expected him to do. I explained that based on the circumstances, I feel that the TV should be repaired at no cost to me. I made my request on the following: The unit failed two times within a year and a half, I was never afforded the opportunity to extend my warranty (a review of my account with BB would indicate I always purchase the extended warranties), I have been a very loyal customer of BB. This unit cost $4000.00 when purchased. Over the last several years, I have spent thousands of dollars with BB (the Dover store manager stated that my loyalty and purchases account for nothing in the overall scope of things). Based on the performance of this unit, it would be considered a "lemon".

In closing, I believe that BB should repair my TV in the spirit of good faith. I am sure in the overall scope of things it would be a negligible cost to them to do so and would go to great lengths to keep a valued customer.

I have filed a small claims lawsuit against Best Buy Co, Inc effective January 6th 2010 based on fraud and intentional refusal to comply with their own warranty. I have been without my $3,126.46 computer for more than six months.

As a result of all the issues that I experienced with two (2) computers purchased from Best Buy, I asked for my money to be refunded. The store manager told me that he would authorize an exchange, but not a return since I was beyond the 14 day return period. I explained to the store manager and showed him picture documentation that I did bring the computer back within the 14 day period and again on day 16.

I am seeking assistance in getting a refund of my money that I paid for the computer. I called Best Buy's Consumer Relations department and was told that they would uphold the decision of the store manager. At this point, I do not ever intend to purchase any other products from Best Buy and the only thing that I want is my money back. I am out of $593.99 for the computer that I purchased at Best Buy and $640.93 for the computer that I purchased yesterday from another establishment.

I made several calls to customer service who have no clue whatsoever. I got different responses: you need to call the warehouse, TV is out of stock, don't know what's going on, will be delivered when TV is in stock. Some took my phone number and promised the delivery team would call back. But on January 4, I still have no idea when the TV is coming, and there's no offer from Best Buy to refund my money. What good is a DVD player and Home Theatre when there is no TV to hook them into? Best Buy sucks... their customer service sucks. They do not care and are out to loot customers and play with their money.

But after talking to Toshiba, they told us there was an email that came out about the fans being bad. I got upset in the store and did say this is [expletive] and then Mike P. began pushing with his hands me out the store. I work in retail. I know that is not common practice to consumers. I have never been treated like that in my life nor has any of my employees ever been treated like that. Please let me know what I need to do so this doesn't happen again. Do I need to file a battery assault against Mike. I have two names and phone numbers who was leaving the store when all this was going on because they didn't think it was right for the manager to be pushing on customers. We still didn't get no help even after the pushing and shoving. I was so embarrassed.

This was when I got a little nuts on him and said, "Wait one second. You sell to people online and allow them to 'gift' the items for pickup through email, so if they didn't pay for it, how are they supposed to pick up the gifts they are given?" He said that he didn't know. I suggested they put on the online checkout "Person picking up orders paid for online, in store, must be the actual person on the CC with photo ID". I told him that I could assure him he would lose many, many handicapped customers and he said that it wasn't his fault. He then said that if she wanted to purchase the items on my order and I could cancel my online order that would be okay. I told him that she didn't have the money on her and no cc in her name but could use mine. He said no, he couldn't allow that.

Meanwhile, my daughter picked up the same items on my order that were waiting for me and she purchased them in line in store with my cc and they never asked for any ID at all! They just swiped, she signed and off she went. I called customer care and was given to a woman who said basically the same thing, "I'm sorry you're crippled but unless you can pick the items up yourself, then you can't shop at Best Buy online." She was very nasty with me on the phone and that made me get even more stressed out and I hung up on her to end the nonsense. I called back and cancelled my order, never to shop at Best Buy again. I will not give my blood money to such ignorance.

Okay, so I walked into Best Buy 2.5 months ago to get my son a Sprint cell phone upgrade. Again, I purchased insurance from Best Buy. Cell phone screen got cracked, so I took it up to Best Buy. The rep said it would take no longer than 14 days because of the Best Buy insurance. The phone was dropped off on 11/21/09. It's now 12/30/09 and still no phone! When I went up there, they said (of course) there's nothing they could do. It was all the insurance. No one can answer why it's taking so long and no one has offered anything except getting temporary phone that only costs $500 down! No, thank you. I can't believe we'll ever shop there again. I will cancel insurance for the phones as soon as I get my son's phone back! I am also telling everyone I know about their horrible customer skills and hopefully, I will take a few people with me!

He basically said we shattered the LCD because the box had no physical damage, which we did not. He said the store opens boxes and inspects the TVs before they are given to customers. And then stated they sell thousands and thousands of TVs and could not possibly inspect every one of them. While waiting to speak to him, a customer service rep (Jennifer **) told another customer that they were not allowed to open boxes. Gregory also stated that several other customers came into the store that day with the same problem and could not do anything about the damaged TV. I called Best Buy's customer service (1-800-237-8289) and the rep tried to contact Gregory ** to try to sort it out, but Gregory was out to lunch. I then called Samsung's customer service (1-800-726-7864) and was given a claim number (**). I was told on 12/28/09 that they do not deal with physical damaged items.

I don't think I should have to pay for a TV that was damaged when I received it. I feel like I have been robbed of $959.18. I feel if there were other customers with the same problem as me, then maybe the TVs were damaged from the factory or in transit to the store. I feel like Best Buy needs to improve on the customer service. The customer service reps at the store had no sympathy that I am stuck paying $959.18 for something that cannot even be used. I am highly offended that I am basically been accused of damaging the TV. I am an honest person and if the TV was damaged in my possession, then I would have no problem paying for it. I am really disappointed that Best Buy could not settle this problem.

Are you kidding? I'm expected to pay four times the original cost of the unit for something that was still under warranty! Is this the type of treatment the consumer is expected to swallow? How can you justify charging this type of money for a product that is still under warranty? I would hope that I can expect some sort of fair treatment in this situation. This system was purchased as a school aid for my children. I do not have the money to pay this ridiculous amount of money to repair a warrantied piece of equipment nor purchase another unit. I would hope that this situation is addressed in a satisfactory and timely manner and not just ignored by your company.

I spoke with five different people, asking for a supervisor and was told that there were no supervisors and no one to guarantee us a TV the same time as the other TV was picked up. The last person I was transferred to did not even listen to me, say hello, etc. She got on the phone and rudely told me that this is their policy (even though they told us different previously). I was shocked at her whole attitude, especially since I had handled this entire situation calmly and just asked for someone who could correct the situation.

On 12/26, the TV was picked up and we were told to wait 48 hours to be contacted to schedule a new delivery. After three days, we contacted Best Buy, only to be told that we could purchase the TV at the non-sale price. They blamed the warehouse for documenting our TV as a return instead of an exchange, even though it is in all of their notes that we were exchanging our TV. They said they were showing a credit on our account and that they could not authorize a new purchase at the sale price.

The laptop has been serviced at two branch locations as well as the official service location for the area. Nobody can fix it. They so kindly offered to waive the restocking fee and give me my money back. Gee, thanks. You are so kind. I didn't buy a service plan so they are wanting to charge me $114 to fix it. So you sold me a defective product and then want to charge me to fix it? That makes sense. At this point, I am very tempted to just light the laptop on fire. I think that would give me more progress than dealing with Best Buy customer service.

The manager of the Grapevine store literally told me, "I won't switch your laptop out with a comparable one because that would just be a bad business decision on my part. I would lose money." I responded by saying, "So you care more about a smart business decision (saving $100) on your part than customer service and doing what's right?" He responded by saying something like "I wouldn't say it like that." I have literally talked to probably 50 people total through this whole ordeal and there has only been one guy with Best Buy's 1-800 number who was able to help me, but I can't get back in touch with him. Note to people buying laptops from Best Buy: Don't! They won't take care of you if something goes wrong!

I called Best Buy and spoke to the manager, Dorrie **. I explained that I hadn't been told by the sales representative that I needed to hold onto the original packaging for the product code and that in the future, it would be helpful to let sales personnel know this in order to better serve customers. Ms. ** informed me that all sales personnel were well-trained in this fact. When I reiterated that this hadn't been mentioned to me at the time of purchase, I was told in a rather curt, condescending manner that I should always keep my product code. She then belabored the point that if I wanted the program, I could pay the additional $39.99 cost, which was for labor.

Her whole manner was dismissive and unhelpful, especially since I wasn't questioning the additional cost - just the fact that the sales personnel should be more forthcoming with necessary information when a computer purchase is made. I have bought from Best Buy for many years and this is the first time an employee has ever been rude, but it has left me with a bad feeling for Best Buy's customer service reputation.

After 15 minutes of demanding a refund, they gave it to me. It appears he was on some type of drugs. If this is the way Best Buy hire these rude young people, to treat older people who spend their money at Best Buy, then we need to shut them down in the towns we live in and show them who's boss. I am sending a copy form letter about the complaints online to all business's in Mobile.

On December 18th, I called the Best Buy store where I purchased the TV and tried to explain to them the problem and I was given a phone number to call in to schedule a repair of the unit. I asked them about getting an exchange because we were told when we purchased the extended warranty that if anything goes wrong with the TV within the extended warranty period that we could simply return the TV back to the store where it was purchased and we would be issued another one. We discovered that, that was a lie. That is never the case.

I called the 800 number for repair and I spoke to a gentleman in customer service. He scheduled a repair for Tuesday, December 23, 2009 with a 4-hour window between the hours of 8am-12pm, and I was told that I would receive an email confirming the scheduled appointment. I questioned the customer service representative about the long wait for a repairman and he told me that the economy forced several layoffs of repair tech and that was the earliest that I could get a scheduled repair appointment. I never received an email about the scheduled repair.

Today, December 23rd, I received a call from a young lady at ** stating that the technician who serviced my area was not available today and I would have to be rescheduled for next week; the earliest would be the December 29th with a 4-hour window of 12pm-4pm. I asked to speak to a supervisor and she got Paul on the phone. I asked for his last name and he told me that he was not allowed to give out his last name.

On Christmas Eve night, I picked out the laptop I wanted & asked the clerk about the plans they offer & the $99 plan was all I could afford at the time & appeared to be great coverage. I asked her if I could come back & purchase extension on the plan at a later time & she said of course. I didn't hesitate to hand over my debit card (I like to do PayGo, no credit card debt) to cover the $988 transaction. I rushed home to set up my new laptop. I turned it on & within 10 min. I got a blue screen fatal error message displayed across the screen. I powered it back on & there were no problems.

The store was already closed & wouldn't be open till after Christmas Day. I took the laptop to work for two days after Christmas Day. Late that day, there was the blue screen crash again. I took it in to Geek Squad & I sit & wait for over an hour because of the long after holiday line. While waiting, I was shocked to see a fresh shipment of laptops being tossed up to another employee on the ladder & so blatantly thrown on the shelves, while the manager was right across from them at the customer service area. Finally, I spoke to a Geek Squad member who took my laptop & began a diagnostic scan.

An hour passed & the scan was complete. My protection plan covered the diagnostics but they said it was a problem with the Windows Vista Operating system & a few Trojan horses & none of the protection plans they offer covered the software or OS problems. It was going to cost me $250 & because of the Trojan horses, they assumed it was my fault but I put Norton on the laptop & I don't download anything I don't know anything about. So I left the laptop with them & the next day explained to my boss the problem & he lends me an old laptop until payday suggesting I should invest in another laptop as a spare so this doesn't happen again. I paid for the repairs.

I took my boss' advice & found a decent laptop on eBay, pretty cheap as a spare. In July 2007, I went into the store to extend my protection plan & was told it was not a problem after reviewing the purchase. I paid $199 for 2 more years of peace of mind but I was told that I had to complete the process at home by calling an 800 support line. It wasn't until 3 transfers that I was connected to an actual English speaking woman who informed me that the protection plan I purchased couldn't be extended; only the $199 plan & above can be extended.

I informed her that I already purchased the plan extensions & that I was informed I could extend it more than once. After weeks of shuffling around, I received a refund in the form of a gift card in the mail for the extension plan. I didn't need a gift card; I didn't want anything else at Best Buy. I needed my money, not a gift card. Anyway, in November 2008, my DVD drive no longer played DVDs but burned media & played CDs. I took it into Geek Squad 2 weeks before the warranty expired. I was told they would send it out for repair & it will 7-10 business days.

I forgot that I left a memory card in the computer & went back to the store but it was too late; it was already shipped out. Flash forward 3 weeks & my laptop was back. I received a call that it was ready to be picked up. I went to the store & it was not ready; they were doing the last diagnostic on it and they couldn't find the power adaptor for over a day & it made them behind. I asked them to take the memory card out for me. It was very important but there was no memory card & they said they were not responsible for any media that might be left in the PC such as CDs, Memory Cards or DVDs. Okay, it's my fault; I should have checked.

I took my computer home & read the paperwork to find out that they simply reseated the DVD drive. I could have popped it out & back in myself for all that especially since the DVD drive doesn't seem to fit snug anymore & the fact that they left a screw out. If that wasn't enough, 2 weeks passed & the DVD drive now no longer plays DVDs but now it won't burn or play CDs. I since have replaced the DVD drive myself with no future problems. I am still shocked that a refurbished laptop now running Windows 7 bought from eBay for $350 is outperforming a laptop purchased brand new from Best Buy in 2007 for $988.

Best Buy’s online promotion mentions order online and pick it up at the store and save on shipping costs. Right! What they do not tell you is that the cardholder has to pick it up! What is the sense doing that if the pick-up is out of state? I might as well go to the store and buy it. I even called customer relations, they understood why I would be upset but all they said was “Sorry for your inconvenience, there is nothing we can do.” Again, their promo is order online and save on shipping. What they do not say is as long as you pick it up. Duh!

After many phone calls and waiting for up to 45 minutes on hold, I canceled the order. I checked my bank account and saw they were still holding the $350.00. I called the CSD and was told it could take up to 5-7 days before I get my money back. That is ridiculous! If I incur any bank charges because of this, I am contacting an attorney. How many more people have had this problem?

Weeks later, I found they even voided the returns of the other items they have done. I have spent a lot of time chasing the store manager by phone or stopping at the store. Until just today (December 20, 2009), I was able to find her at the store and she told me they couldn't do anything and that the returns would stay voided because at the time of the return only one item has been tagged. This is despite and after she has confirmed that they verified their security tapes, and done inventory and confirmed that there was no evidence of me doing anything wrong.

Shortly thereafter, the problem started up. This time, the store shipped to their service center in Atlanta. They replaced a switch. Within a couple of months, the problem reappeared and after 3 visits to the store with twice being returned with a "No Fault," they sent it back to Atlanta. This time they reconnected the connections, the computer worked for 10 months - it's our of warranty now and the problem reoccurs. If they had fixed the cause of the problem instead of patching it or replaced it as a lemon, she would still have a computer for school. I called Best Buy to see if they wanted to work with her in some way. They told me it is not their problem, I should have demanded a replacement while in warranty and to have a nice day.

I would not advise anyone to shop at Best Buy and do not buy their service plan as they choose to repair or replace, whether they can correct the problem or not.

At the same store where I purchased the X-Box 360, the geek squad employee could not recreate the problem in the fifteen minutes of his time that he felt I deserved. He then proceeded to tell me that Best Buy would not honor the replacement contract I had purchased despite the fact that the cashier had assured me that this was a no-questions-asked guarantee of replacement. The geek squad employee did call a manager, Josh I believe, who proceeded to tell me that people had been taking advantage of this guarantee to get new consoles. Of course, I considered this an insult, as the implication was that I am attempting to do the same.

Before I went to the store on Nicholasville Rd, I called the corporate Best Buy help line, where a very kind woman told me to take the console to the store along with all original components. I did not understand why at the time, however, upon returning home from the Nicholasville Rd store, I found that the geek squad employee who tested my X-Box 360 had stolen the controller out of my X-Box 360 box. This is completely unacceptable.

I called Best Buy myself. I was on hold for 40 minutes and finally talked to Shannon, who listened to my story and said she would give us a 10% discount off the TV. I said no, that wasn't good enough as I had called at least 3 times; each time being put on hold for at least 30-45 minutes and they wasted my time and my son's time. He is in the navy, works full-time and doesn't have time to be on the phone for an hour each time. His wife is in the process of registering for school and doesn't have the time. I told her I wanted to speak to a supervisor and she said she could only forward an email or message to him and ask to call me back. Three days later, no phone call. I sent an email to them explaining the problem, only to get an email back saying the delivery date was rescheduled.

I then called them again today the 17th, to be put on hold for 30 minutes. I asked to speak directly to a supervisor and was connected to a manager. I had to explain it all over again and told him I wanted this resolved now and I am not calling back. He then put me on hold again for another 10 minutes and when I spoke to the supervisor, I told him they need to compensate me for all the inconvenience, time I wasted and for the phone calls from Hawaii. He said, "We have to talk to the person who placed the order." Since the order is in my husband's name, they would not resolve the issue with me. I told them I had no choice then but to contact my bank and cancel payment.

My husband is in the air force, in a secured building every work day. He cannot and does not have the time to call them. My son is in the navy and doesn't have an hour to waste on the phone. I just want everyone to know Best Buy online was the worst customer service I have ever experienced. I wouldn't recommend using them to anyone. It was so painful and frustrating. To top it off, this was my son's wedding gift to him and his wife.

When they got here, the washer was already damaged. When they took the fridge into the house, they damaged not only my walls, but the refrigerator also. The delivery guy showed me the damage and asked me if "it was ok anyway"? I told it obviously was not ok. He said that they would replace the item but that I would have to sign anyway. I wrote on the note before I signed, stating the damage; and I immediately called his boss. (He would not give me a copy of the receipt.) I was told to call Best Buy. They told me to call the delivery company.

No one is taking responsibility for the damage. Best Buy said too bad, not their problem. Same with the delivery company. So I have a damaged very expensive refrigerator that I still have to pay for, and still no washer or dryer! Not only the worst customer service ever, but it is also criminal!

A few hours later, I realized that the longer I waited, the greater the chance that I will not have the funds refunded to me before Christmas. Best Buy did not show any concern for this when I called back and waited on hold for over 30 minutes. When I finally got a hold of a rep, they hung up on me when trying to transfer to another department. When I called back, the initial rep, who transferred to the appropriate order department, stated I would have to wait another 30 minutes and there was nothing they could do. The service has been horrible, and now, I am not sure I will have the money back in time to get my daughter anything else for Christmas. I will never use Best Buy for anything!

I called Best Buy and was told there was a problem with the payment. I hear the Customer Service Rep entered the wrong expiration date . So I complained. I was told they would give me 20 dollars off and free shipping. Once she tried to reenter the order, the item was no longer available for shipping and still not available in a store. So I was told my only option was to have it placed on back order. This is my children's "big gift" for Xmas. I requested to speak to a manager and was told I would have to email one because they were too busy to take complaints over the phone. I feel it is a shame that they advertise store pick up and then it is not available and also that they list things on sale and then do not have them in stock.

It is very important that I have a computer that is reliable. I am in college trying to get my Masters in Business Economics as well as being an independent salon owner. It is vital to my future to be able to complete my assignments online and on time. It is also very important that my business excels and stay afloat during this recession and in doing so, I have to have full use of my computer. Due to this faulty computer, I am not able to complete my assignments online and I am losing valuable clientele that usually access me through the internet because the LCD continuously blacks out completely.

I have to move the screen back and forth and some times tap on the sides for it to come on again. The screen flickers in and out. This is the best way I can describe it. The mouse freezes then goes haywire, then screen begins to move like a pinball game. My charging cord is faulty with a shortage. I have to move the computer and the cord a certain way constantly so the blue light comes on to let me know the computer is charging. Most of the time, it takes me at least 5 minutes messing with the cord and at the same time, I'm praying that it comes on and works this time. I have to leave my computer in one localized area without moving it because it will black out. I therefore have not been allowed to access important information pertaining to my business.

On numerous occasions, I have taken my laptop to Best Buy to try to have these problems resolved. When I went in the beginning, the first two times these issues would not show up in front of the Geek Squad clerk, therefore he said he could not do anything about it. So I had to leave the store with no help from them. They seemed so unconcerned about the situation. Customer service is supposed to help resolve the problems. Well, you now know they didn't do their job. Instead of these problems showing from time to time, they began to get worse.

Now after continuously dealing with these problems, I took it back to Best Buy again and luckily, it displayed the problems I was having. They kept my computer for a whole three weeks before they discovered what the problem was. They informed me that the computer had a faulty hard drive and that the unit had failed HDD tests and that they had replaced it under MFG. When I received my computer back, they gave me a sheet saying that the computer system had passed all inspections.

Not a full week went by, my computer began to start to do everything I had complained about in the beginning so I took it back once again to Best Buy and the problem didn't immediately show up. The only problem that showed up was with the faulty cord. He then advised me that I had to contact Dell for a new charger and that it was still covered under warranty. The clerk told me they would need to keep computer for another week to try to find out what was happening. This was another inconvenience to my online classes and my salon once again. I informed the the clerk that I couldn't wait another week for them to figure out the problem. And that I couldn't wait till I was home for the problems to come back and I have to get up and drive 40 minutes one way back for me to prove that the problems were still happening.

These problems were costing me gas as well as valuable time whereas I should have been working trying to keep my business open. So after going back and forth to Best Buy at least five times, I decided to stop using the middle man, Best Buy, and go to the main source, Dell. Being a corporation of high standards and guarantee quality products, I ask you as a valuable longtime customer to replace my laptop & charger with a brand new one. This will in turn allow me to finish my schooling successfully and access my clientele and help bring my business back on course. I believe that as a great company, Dell, with such high standards will guarantee its products and restore customer satisfaction by providing me with a sufficient quality working computer. This will, in turn, restore my belief in your company. I humbly ask someone from your company to contact me concerning this matter as soon as possible. I will greatly appreciate your kindness to take the time to help me. Thank you in advance.

The first time it went out, we purchased a second TV to use temporarily (32" Insignia) and kept it after repair. Second time, it went out the pop was so loud we thought it was a gunshot! We live in a good neighborhood but you never know - it was a relief when we noticed the TV picture was dark again.

He then says, "Madam, please leave the store or I'll get security!" Oh my God! I said, "Are you serious?!" We went to the front of the store asking to speak to the General Manager and to our complete surprise, Aissa is the Store Manager. We did nothing wrong and he treated us like criminals.

I operate and manage several hotels in Montreal and my wife works for an Airline company and we've never had an experience as such. This man should be given disciplinary measures and possibly fired for speaking to us in this manner. We will not enter a Best Buy ever again and not recommend this chain to anyone.

I informed them that I had no idea why the printer inside was different as I had done nothing more than open the box. I was told they could not make any exchange as they hadn't even sold that model for over a year. I was told that I could make a complaint to Epson, but that they were not going to help me any further. I explained that as I had spent over $1,000 that day, it was unlikely that I would try to scam them out of $24.99 or less as there was a printer in the box, and that it would not make any sense for me to bother wasting my time on something involving so little cash. Getting nothing but a lot of nasty attitude from the clerk. I asked to speak to the manager. She was rude, arrogant and discourteous from the moment she came to the counter.

She too suggested that my claim was erroneous, hinting subtly at the idea that I was a cheater and a dishonest person. Whoa! You do not tell a customer that they are attempting to pull a fast one. She represents a multimillion dollar corporation. I told her I would not accept her cynicism and that I demanded satisfaction. I asked for her supervisor's name and she refused to give me anyone's name. She suggested that I call the corporate number. Good luck with that. I told her that she was being unreasonable, shortsighted and that her behavior did not represent professionalism or good customer service. She said I needed to calm down and to leave. I told her I had received no satisfaction and therefore was not yet ready to leave.

I am furious with this store and think that they did false advertising saying this item was on sale. The day the ad came out, all of the stores were out of this product. I also think it is wrong that they would not sell the display model. We were told that they would not be getting any more of these laptops in, so why do they need the display model. I am furious and will never shop at Best Buy again. We were also treated like we were stupid when we asked to purchase the display model. Like I said, never again; I have spent a lot of money at Best Buy.

After receiving the confirmation email telling me to take the email, my license and the credit card I used to the store to pickup the item, I drove to the Saugus store to pick up the item. The store had just opened and there were about 20 or so employees in the entrance area, but not one asked me if I needed help and when I did go up and asked someone for assistance as to where to pick up my item, it seemed as if no one wanted to help and then finally a young lady in the crowd told me while pointing to a male employee, "He will help you."

I proceeded with the sales rep to the in store pickup counter and he looked through a bin and pulled out a box and proceeded to check me out. I was assuming that the item that I paid for was in this box so really no questions were asked and I proceeded to sign the receipt and left the store.

After I drove away, I looked in the box and realized that the headphones that they gave to me were the wrong ones and as a matter of fact, after looking up the ones that they gave to me compared to the ones I bought and paid for, the ones they gave to me were $63.00 cheaper than the ones I paid for. I immediately turned around in my car and went back to store and told the returns department what happened and she told me that they made a mistake and gave me the wrong ones and she proceeded to look for the ones that I had ordered to no avail.

I received my credit and as far as I am concerned I wasted all that time in ordering, going to pick them up and then buying and returning to this store for absolutely nothing. I am so upset over this whole situation and cannot believe this store is still in business given my complaint and the many others that are listed on the Internet.

I decided to call the fellows over at Bestbuy.com for customer service regarding online orders. I cannot remember the name of the guy that picked up my call today, Tuesday, 12-08-09 at 2:10 Eastern Time but I can tell you I will never forget why I'm not dealing with Best Buy again. This guy had an attitude since the beginning of the call, showed a sarcastic attitude when answering my questions. He asked me on a mocking tone if I knew how the post office worked. I'm not sure if he was just having a bad day or what but, honestly, to me it seemed his attitude started after he heard my name being Carlos. This made me feel like I was dealing with racist customer service specialist. It is not the company's fault, of course, but I do hope they review the calls and terminate his employment after listening to his performance on that specific call. I know for a giant like Best Buy, losing one customer does not matter, as I was told by many of the managers while I worked there, but I guarantee you that if they keep it up, that one customer will become millions pretty soon.

On 8-21-09 I called the Geek Squad and talked to Lori first, who rejected my request for Best Buy to address the problem. I was told that because we did not report the problem within 30 days, there was nothing Best Buy could do. I specifically requested Best Buy to honor the Service Plan even though it had expired because they did this the last time I called. (Note: The Performance Plan expired on May 30, 2009 but Best Buy still honored it with a service call on June 6, 2009 presumably for the same reasons I am outlining here.) Since Lori could not authorize a service call, I asked to speak to a supervisor. I spoke to Jason, who also denied my request for a service call. He told me that he had no authority to over-ride the manufacturer’s rules of the 30-day work guarantee after a service call. This left me confused since I was talking about honoring the actual product and the spirit of the performance plan given these specific circumstances. He was talking about a manufacturer’s rules... this left me confused.

Here is our view: We did not purchase a performance plan with Whirlpool, we purchased a performance plan with Best Buy. Lori and Jason’s explanation of a 30-day service call work guarantee makes no sense to me. I am sure there is some good technical explanation but in our view, this has nothing to do with the manufacturer. It has to do with the performance plan. Even if the over-riding manufacturer’s rules are a 30-day guarantee on service calls, it seems a bit disingenuous on the part of Best Buy to reject the request for service given the fact that we were gone for 6 weeks. The last service call was on June 6, 2009 even though the performance plan expired on May 30, 2009. Best Buy honored the performance plan then, presumably because the ice build-up in the freezer was a re-occurring problem. The same request on August 21, 2009 was denied.

In essence, we purchased a unit with a specific problem that has never been fixed. The service calls never fixed the problem. We recognize that the intent was to fix it, but the reality is that the service calls simply extended time to the point the service plan expired and the problem was never fixed. We are specifically requesting the issue be addressed and Best Buy honors the spirit of the Performance Plan given these specific circumstances. We would not be making this request if these were separate and distinct problems with the refrigerator. We would like the refrigerator to either be fixed, or replaced, as I had requested on the last two service calls. We buy a good number of products at Best Buy and are generally satisfied with the outcomes of those purchases. I am sure you understand in an economy like this, many consumers, including us, are very selective with their purchases. These decisions are often based on product quality and customer service.

We are not looking for something free. We just want what we purchased to work correctly, and this product never has. On 9-4-09 / Addendum: Best Buy called today as a follow-up to this letter. Ben, a supervisor, advised me there was nothing they could do. This leaves us with a refrigerator that was purchased from Best Buy that has always had a defective freezer compartment. Ben agrees this is the case. Ben also agrees the 3 service calls we have had to fix the same problem have never been successful. Ben’s conclusion: “I am sorry you feel that way.” My view: Anyone reading this will understand the logic from our point of view. Best Buy has steadfastly held to the technicality that because we did not report the last failed repair within 30 days, there is nothing they can do. Any business owner who operates on the principles of character, honesty and integrity will see right through this.

I got the computer, spent 6 hours downloading all my files, information, software, programs, etc. to customize it for my needs. During that 6 hours, the laptop had "6 crush dumps", with the messages that computer just recovered from serious problem. It also gave me a blue screen, messages with the error number etc. Also, during the download, I opened the DVD/CD drive and saw the Best Buy optimization disc, which they left there. I was so upset with all that situation, I spent close to the $1,000.00, so much of my time, and ended up with so many problems from the beginning.

Unfortunately, I had to go to work yesterday. I bought it Saturday late night and spent all Sunday doing the stuff on the laptop but I called Best Buy and told them (Jayson, who sold it to me) about the problems I have. He told me to bring the computer back to Geek Squad and they will take care of me, and if I should have any problems, to see him to resolve them. When I came to the help desk, from the beginning they were so clear that I can't return the laptop without paying restocking fee, regardless of the problem I have. When I told them that they even left the disc inside, they said if I will not give it (disk) to them back and will use it, they can sue me!

Finally, the manager was involved and he said that I can exchange/return/fix any of the options I will select. I decided to return it and get a new one at Costco. Ten minutes after that Jono (manager) was gone and another "manager" Ken told me that he will take it back only with 15% restocking fee. He had to call Jono to verify what he offered, but did it inside the office, so I didn't hear anything.

Needless to say, that I was so upset, tired, humiliated and angry. I spent there an hour trying to return it! I was given a defective product and I was charged approximately $125 just to have a right to return it back! It is totally ridiculous. If the laptop would be unopened and not altered, I probably wouldn’t be that upset. I paid even more for that service, they didn't do it right, and they didn't want to help me out! After all promises about great customer service, the alteration done by Best Buy was done so poorly. I feel it is totally wrong to charge me anything.

They made me purchase a new phone for $300, which I needed immediately as my son had used that number on recent employment apps. I complained to Best Buy customer service and a rep said she would check into it. A week later, someone called me and said I could have a $50 Best Buy gift card for my trouble. I'm still out $250, and I've never received the gift card. I will never go into Best Buy again!

I brought it home and the computer was fine, so I decided I better make the recovery CDs now in case the system acted up. I went to All Programs, PC Help and Tools and then Recovery Disk Creation. The program started and I loaded a CD into the drive, and clicked on "continue," but an error came up and said that the CDs were already created. So, I called Manny, the store manager at Salisbury, and he swore that they did not create any CDs and told me to contact Delaware Best Buy. I called Best Buy Delaware at 302-677-0200. I spoke to the supervisor of Geek Squad. He said that they do not create the CDs ahead of time and asked me if the box was opened when I got it. I said no, so he said we have to open the box and install the Vista in order to create the CDs, which makes sense.

I called back Salisbury Best Buy and asked for Manny. They asked who was calling and I told them my name and they said he left for the day. The Best Buy in Salisbury is the only store that had access to my PC and could have made the CDs. Also, they told me wrong that there was something wrong with my PC and they wanted to wipe out all my date and install the operating system, which would have required them to make the CDs. But they will not admit the creation of the CDs. I believe they do this to make money. If I did not understand computers like I do, I would have said okay and they would have charged me $139 for nothing, plus I would have lost all my data. I want them to give me either my CDs that they created or give me a new Microsoft Vista full version to replace my CDs that I could have created.

I was very angry and I had an argument with the manager. The manager started yelling, “Get out of my store! Get out of my store!” This is ridiculous. They never gave me $50 cash back. When I cancelled the ordered, I didn’t read the receipt. I assumed that I paid money by credit card and so it will be posted back to the credit card. When you return or exchange anything at Best Buy, make sure you read the detail.

When I voiced objection to the 90-day policy, he stated, "I said 9 days, why don't you open your ears?" I felt mistreated and abused. I asked to speak to the manager and was told he was not around. I left the store with a credit and stated I would return the next day. I returned the next day to see the manager and was told, "he's not around." The assistant manager showed up. I stated I had no interest in buying anything from them and wanted a check refund if they were not going to refund cash, stating also that if I had been told that before the purchase, I would have done business elsewhere.

At that time, a police officer entered the store stating that the manager had called, and I was asked to leave the store. I explained what had happened in the store and that I felt this was a case of fraud and was sure this was a criminal act and wanted to file a report as such. He directed me to the civil courts of the township.

Recently, the bulb burned out yet again. When I called Best Buy customer service to report it and remind them that this has been an ongoing problem, they reviewed my records and confirmed that it was time to enact their lemon policy. I was told that a technician would be sent to my home to evaluate the problem and make a recommendation based on their findings. To my surprise, the technician who was sent to my home was not there to evaluate. In fact, he knew nothing about the history of problems I had with my TV. As he stated, he was simply there to confirm that it was a burned out bulb and to place an order for another.

Another call to Best Buy was made, only this time, I was told they would not be considering my case for replacement or refund under their lemon clause because the bulb was considered a consumable item. I explained to them that the bulb wasn't the problem, but a symptom of a problem elsewhere within the TV. A problem their technicians had not been able to nail down in the numerous service calls made to my home. The customer service rep was unyielding and insisted the previous rep had made a mistake and that Best Buy would not be honoring their promise to replace my defective set. After speaking to a customer service supervisor, I was told I would be receiving a call from a service rep supervisor within 4 hours to review my history and discuss getting the issue resolved. The call never came that day or the next.

It was two days later when I got a call from a rep telling me that they would (yet again) be sending a technician to my home to evaluate the TV, make a determination as to whether it qualifies for replacement or refund. I received a call from the service tech this morning, telling me the part wasn't in and he would need to reschedule. When I asked if he was still coming to evaluate my TV, he had no clue what I was talking about! Once again, Best Buy was simply sending someone out to throw another bulb in the set and go on their way. In the two years that I've owned this set, I've had to have 4 bulbs replaced. Each time, it takes an average of 2 to 3 weeks for the repair process to be completed. That's approximately 2 months that I've gone without use of the TV they sold me as a result of this ongoing problem. Each service call requires that I take time off from work to wait at home for a tech to arrive and tell me what I already know. It's another burned out bulb.

I'm tired of getting the runaround. I'm tired of having to wait for weeks to have the same problem fixed every few months. Best Buy has gone out of their way to find reasons why they shouldn't have to honor their warranty and in the process, they have left a longtime customer twisting in the wind. If Best Buy is unwilling or unable to make things right, I'm prepared to take whatever steps necessary to get results. I just hope it doesn't come to that.

We chose another microwave and continued to wait for a couple more weeks. We finally received a call that the appliances would come the third or fourth weekend of July. The call came the day before the delivery saying that our appliances would come. Once again, we waited for most of Saturday to find out that the appliances were never shipped from Dallas and that they would not be coming for another couple of weeks. At this point, I asked for the phone number of the Dallas warehouse and called them directly. They informed me that the dishwasher was not discontinued and that my order number and appliances had been disconnected so that the appliances did not have any order number. I was told that the Dallas warehouse would e-mail the managers who could fix this. I was very frustrated that this job fell to me, since Dallas said that the Houston warehouse should have taken care of the problem.

After waiting for Dallas to call back for a week, I called Houston again to find out what was happening. It's the same story as before from Houston, so I called Dallas again. They said that the order was put together and would be shipped soon. It was the first of August. We had been waiting a month for the microwave, oven, and dishwasher. A week later, we received another call from Houston saying that our appliances would be delivered the second Saturday of August. We waited again for several hours, and once again, the appliances never came because they were never shipped to Houston.

Note that each time, the appliances were not shipped, but we waited at home for them. I had to call the Houston warehouse. They never called to let us know that the appliances had not arrived. Additionally, calling the Houston warehouse was like calling a black hole. The phone rang a few times, then I would hear a click, indicating that the service person simply hit the "go away" button. Then, the call would go straight to voice mail. I estimated that I called at least 20-30 times. Out of the 20-30, only 4 calls were answered; and each time, I was placed on hold for ten minutes while the service person looked for my information and tried to find out what happened to my order.

The Houston warehouse is by far the worst link in the whole chain of this chaos. I left 5-6 voice mails and never received a return call. So, after two to three times of this treatment, I started calling over and over until they answered. If I had not done this, we would still be sitting here with only a cooktop and refrigerator. Anyway, the appliances were fake-delivered again on the second Saturday of August, wasting five more hours of our time. I called Dallas again and finally spoke with someone who could get the job done. She actually looked in the warehouse for the appliances and told me that all three were physically in the warehouse and had been for a while. So, she made sure to put them on the next shipment. We received our appliances on August 20, 2009 after nearly three months of waiting.

Now, we are trying to have the dishwasher and oven installed, which we ordered on May 25, 2009 at the same time as the appliances. Best Buy conveniently canceled our oven installation and showed that the dishwasher had already been installed weeks ago though we just received it on August 20, 2009. I am so tired of dealing with Best Buy, most especially, the warehouse in Houston. I will never buy appliances from Best Buy again. The store associates are quite friendly, but other than that, I am extremely disappointed with the whole experience.

I didn't purchase the computer as used, it was new. So I took it back to the store for an exchange. The 12 year old manager on duty argued with me that the 14 day return is for new. But the receipt doesn't say that, it says "purchased as used", so the 30 day should apply. She was rude! I told her my daughter was going to college in 3 days and needed the computer. She told me to have my daughter use the campus library computers, rude! I finally told her that the store policy is not clear. She told me that Best Buy doesn't stand behind the products they sell. They only sell them, not represent the company. I then said I would file a complaint with the Attorney General's Office, and she immediately said she couldn't help me any longer and that I couldn't have the computer serviced there since I was filing a complaint with the state.

Best Buy wouldn't honor my warranty. I was shocked! I called corporate, and the public relations person agreed with me on the 14 day issue, but couldn't do anything for me. Don’t buy from Best Buy, do yourself a favor and buy from another source. My daughter now has to go off to college without a computer, until the one we did purchase is fixed.

Two weeks later, my laptop was returned to me. I brought it home again. I plugged it in and within 10 minutes, it started to shut off again. And again, I brought it back to Best Buy. They sent it out yet again for the same problem. This time, they told me that I would have it back within a week. Thirteen days later, I had a phone call at 10:00 am from Best Buy saying it was in and to come pick it up.

Then, three hours later, I had a phone call at 1:00 pm saying it was not fixed and they were sending it out again. They have a lemon policy but are refusing to replace the laptop. I have since then stop paying for the computer. I had also spoke with the store's assistant manager and she assured me that the computer would be replaced. About two hours later, I had a phone call from the Geek Squad rep who told me she was mistaken. If I wanted to replace the laptop, I would have to use the $300 extended warranty that I had purchased. Even though it was still covered under the manufacturer's warranty, I have not and will not pay a dime to those crooks.

They informed us that they don't have the lamp in stock anymore and that they will have to order it from the manufacturer. I have tried to speak with many people in Best Buy about the constant problem, and finally when I spoke, the useless supervisor got many excuses again and that there is nothing she can do and the lamp is not in the policy. When I asked her to speak to someone above her, she said that there is "no one above her" and that it might be a few more weeks until we get the lamp replaced. At this point, I want my whole TV to be replaced and I am begging you to help me with this unresolved issue. I hope to hear from you as soon as possible. My cell number is **.

Best Buy refused to exchange my refrigerator for another one of the same because I purchased mine at the sale price. They wanted me to pay extra for the same model (not on sale now). Also, they said I could have a new one (lesser size) of another brand at the price I paid. I contacted LG since I was not getting far with Best Buy. They are to service the unit. I'll let you know what problems will occur with the unit in the future.

On the evening of August 1, I noticed the refrigerator again was not cooling properly. By Sunday morning it was going fast. I called Best Buy at 9:23 am and reported it. I was told a tech was not available until August 6. I then asked for a supervisor and was assured I will get a call from an area supervisor by 10 am on Monday to schedule an emergency visit within 24 hours.

I am now living out of coolers, hoping that the freezer doesn't die before someone gets out here to give this refrigerator its last rites and give me my money back. I hope I will eventually recoup the lost money of over $160.00 so far for food I had to throw out. That doesn't even include money for the ice I have had to purchase or the aggravation and inability to buy anything for fear I will come home to a puddle and thawed meat and other food stinking up the house. The worst part of this scenario is that Best Buy knows it is selling a defective product and continues to do so. I certainly will be vocal and demand a refund. The bad part is that I really liked the looks of the refrigerator, but I am really tired of this white elephant in my kitchen reminding me of what a bad move this purchase was. I had a decent refrigerator that I gave away and now I live in Florida out of coolers. I am very unhappy with Best Buy and Samsung. I see where it is futile to contact Samsung, but I will contact our local TV stations with this story and see how they like me now.

I returned the camera back to Best Buy and they informed me that a 15% restocking fee was in effect. I stated that neither the salesperson nor the check-out clerk mentioned a 15% restocking fee. The Best Buy manager pointed to a sign in back of him at customer service (12 feet x 12 feet) with Store Policies for everything in the store; the 15% restocking fee was barely noticeable. I commented on how ludicrous it was for Best Buy to think that after I speak with a salesperson, purchase a product and then I should stop by Customer Relations to check the store return policy after the salesperson specifically mentioned a 30-day no hassle return policy. I called Best Buy Corporate Customer Relations and made no progress there either.

When the camera was dropped off with Dennis at the Geek Squad counter in Best Buy, the condition of the camera was stated as "minor wear and tear." There were some scratching, but that was all. Estimated completion date for repairs was 7/26/09. On 7/23/2009, Precision (the company Best Buy shipped the camera to be repaired to) called me and said that the warranty was void because of impact damage and that I would have to pay to have it repaired ($155). I immediately called Best Buy after getting off the phone and was told not to worry about it and that they would escalate the claim and it would be taken care of since the damage was not there when I dropped off the camera.

On 7/24/09, Precision called again, asking if I had made a decision to get the camera repaired. I informed them what Best Buy had told me on 7/23, and she said they had not heard anything. I call Best Buy immediately after and spoke with Dennis who checked in the camera on 7/14. He said he would look into it further and give me a call the next day.

On 7/25/09, Dennis called me in the afternoon and told me he just got off the phone with Precision and said that they sent over pictures of the impact damage. He said the damage was noticeable and would have been noted when the camera was checked in. So, it was obvious the damage did not happen while in my care. He told me to call Precision (I told him I had spoken to them twice and that they said I had to speak with Best Buy.) and to call corporate and that I could use his name and tell them that he checked in the camera and there was no impact damage when checked in.

I called corporate on 7/27/09 and spoke with Shelia (12:30am). She took down some information and told me I had to call back with the Performance Service Plan number. I called shortly after with the information and spoke with Don (12:50am). He took down the PSP number, along with some other basic information, and told me to call back during normal business hours and to ask to speak to corporate.

I called at 10:30am and spoke with Jeff. He gave me the corporate number (800 621 0467), which I called at 10:35am. Then I spoke with Tammy (888 237 8289) for about an hour. Long story short, she told me I was responsible for the repairs because my warranty did not cover impact damage, which I understand. But the impact damage was not done while in my care. It happened sometime after I dropped off the camera on 7/14 with Best Buy.

She said since I had no proof that the impact damage was not done by me, there was nothing I could do even after I told her that their employee Dennis said that the damage seen in the pictures was not there when the camera was dropped off. She offered to split the cost of the repair. But why should I, the customer, have to pay for damage that was done by their company?

Upon taking the TV to Best Buy (Henderson, NV store), I was given an attitude by the store manager, Travis, and his general manager, Joe. In front of several customers, they accused me of damaging the product myself and said that I had been using the TV for 40 days and said that I was lying to them. The TV had a little dust on the top, because when I put it back in the box, the lid wasn't closed and it sat for a few more days in the garage. (I work 60+ hours a week and couldn't get there until today.) They, in no way, wanted to hear what I had to say. They just continued to accuse me of using and damaging the TV. I tried to tell them to turn the TV on and that they would see that the TV would still be in start-up mode, which would prove that it had never been used. They refused to listen.

I came home and called the Corporate Customer Relations office located at their corporate headquarters. I explained to Tia, the Customer Relations supervisor, what had just happened. She called the store, got their uneducated story, and decided that she was going to believe them. She said that they would be happy to work with me on a price for a new TV. (What, now I'm paying for two?) I asked to go above her, but she would not give me the name of her manager, saying that they do not take phone calls.

Apparently, Best Buy does not value its customers, who have spent thousands of dollars, never had a return, and who have come back over and over. I asked them all to look up my "rewards account," look at how much I've spent, and see that I have had no issues with them. They wouldn't. They didn't care. The rude treatment is unacceptable. I'm glad there are so many electronic stores around here, because we will never shop at Best Buy again. We will advise everyone we know not to shop there.

What happened when I brought it into the Best Buy in Toronto where I reside to return it 2 days after purchasing in Calgary? I explained the situation to the clerk, who in turn went to the manager and started whispering. The clerk then returned to me, and get this: He told me I have to return it to the original store in Calgary! Thinking this was a sick joke, I immediately asked for the manager, who came over and insisted he would not return it and that it must go to the original store in Calgary. After trying to convince him that this was nonsense for approximately 20 minutes, he walked away and basically said, "Go to that store and they will compensate you." How can they possibly compensate me? A plane ticket, hotel, rental car, time, and meals to fly to Calgary to return a product. Is this manager for real? Does he honestly think this is how to manage a store, and does he even know corporate policies?

What did I do next? I walked into another Best Buy 15 minutes away and returned the laptop with no hassles, confirming this manager was on crack or something was seriously wrong with his thought process. I am done with Best Buy and their sister company Future Shop. I have been spending 30-40% of my salary with these companies mostly every year, and they will not see another penny from me due to managers who think they can make up their own policies as they go.

I called and rescheduled for the fourth time. The last schedule was Wednesday, July 22nd. I waited till 10AM and nobody called to say what time the technician will show up. When I called to follow up, the representative said the technician was there yesterday. To my shocking surprise, the representative had told me someone older than 18 has to be in the house, yet the technician got the keys from the management office and fixed the door hatch assembly, however, noticed another piece is broken so when I called to see what time the technician is coming, they told me they are ordering the new part and will notify me again when the parts will arrive.

I am extremely frustrated with the whole process. I purchased the service plan to avoid such hassles, yet I've been struggling for more than three weeks being without washing machine. I don't think Best Buy appreciates its customers as much as it should. I've purchased all my appliances from Best Buy, but now I am so disappointed with the way they handled the washer that I will not purchase there anymore.