Best Buy Reviews

Monday, we went back to Best Buy. They said they couldn't do anything. We'd had the machine only 5 days at this point. Keep in mind that BB has a 15-day replacement/refund warranty, which includes monitors and notebooks and computers. They refused to give us our money back ($519) or give us a new computer. This is our 6th family laptop. We know laptops. We are both university professors and we each have a laptop. This damage is clearly shipping and handling that occurred before we got the machine--it was damaged when we took it out of the box. It was so small. No one saw it, but it was there.

My husband talked to the Best Buy store manager, the district manager, and the regional manager. No one was nice--all three were rude and thought we were crazy to ask for a refund. We even called the Best Buy Corporate Office and talked to their "public relations" people. They blamed the problem on Dell. We told them we bought the computer from them, not Dell. They were not sympathetic. So, Best Buy stole $519 from us. Dealing with Best Buy has been incredibly stressful and upsetting. We haven't slept well. We feel that we've been robbed.

I started looking on the floor and asked an associate about one of the computers. I mentioned I was sending another computer for service and the associate didn't even let me finish what I was saying before he told me I had to speak to the "Geek Squad" first. I did not need to because I had already spoken to them and regardless, I was going to buy a new laptop. The guy was rude and I continued to look on my own. It was nearing closing time, so I returned the next day to finish looking and complete my purchase. I bought my (third computer) the HP laptop. The associate "sold" me on the $80 setup plan. In selecting the laptop, I asked the associate if it had bluetooth. He indicated that it did and even helped me pick out a bluetooth mouse! I left my laptop around noon with the Geek Squad to set up the computer and remove all of the introductory crap. They told me I could come back at 4PM. I would like to note, every trip from my house to Best Buy is thirty minutes!

I came back over to Best Buy about 6PM (two hours after I was promised my laptop). The Geek Squad person told me it was not ready. Again annoyed, I left and went back home. I called the store about 8PM to see if my laptop was ready. The clerk said no, but it would be ready before closing. At 8:15PM, I started my 3rd trip of the day back to Best Buy! I got to BB and the computer was still not ready to be picked up. I asked the desk clerk, "What the heck is going on here?" I was there 15 minutes to closing time and the laptop that was left almost 9 hours prior was still not finished! I felt sorry for the clerk, but I drove a total of 3 hours in the same day back and forth about this computer. The clerk said they would not leave until the laptop is finished. It was already 8:45 and I did not have the time to sit there and wait for an undetermined amount of time.

At that point, I would have expected someone in the management to apologize or something! It was not the clerk's fault. I called late the next morning and the laptop was finally ready. I drove back to Best Buy and picked it up. I came home and started to familiarize myself with the laptop. I tried to install the Bluetooth mouse, but could not get it to work. I called the HP help line to figure out how to activate the Bluetooth. The guy from HP talked to me about 45 minutes and I could not get the Bluetooth to work. I had already wasted about thirty minutes prior to calling the help line on the FAQ and the manufacturer's website. The next day, I took the laptop back to BB. Counting trips, this is my 5th trip to Best Buy. I went to the geek squad and the clerk was very nice and she could not get the Bluetooth to work either.

She suggested returning it for a new one because something was wrong with the computer. Okay, fine. I had some personal information on the laptop and could not leave it to be exchanged without taking off my personal information, documents and photos I had transferred from the old computer. I went home, removed my information and returned the computer back to BB. On my 6th trip and 6 hours of driving back and forth, the clerk who helped me this time told me the laptop was not Bluetooth capable. I was nearing the end of my rope and bought some type of USB adapter. Truly exhausted and worn down, I went back home and attempted to get the USB drive to work. I could not. I was so angry with Best Buy and the Geek Squad and the huge runaround I received. I packed up all the crap I had bought including the laptop, the Bluetooth mouse and the worthless adapter and took off on my 7th trip to BB.

I arrived at the store and told the clerk I wanted to return everything. Unfortunately, I had to exchange the ** laptop. I told the clerk that I did not want the $80 setup again because I did not have any more time to waste on the computer or in BB! The clerk informed me the $80 setup fee would not be refunded. I was stunned. Here I had driven 7 hours round trip to Best Buy, plus the hours I wasted on the HP site and with the HP help. There was no way in hell I was going to waste any more time in the store. I told the clerk to just get his supervisor because my $80 was the least I should be given! The supervisor came out and said they do not return service. I told him the service did not help me in the least and I had wasted way too much time, frustration and gas dealing with this nonsense. The clerk said he could not refund my service amount even though I wanted nothing to do with this "service" on my new laptop. I told the clerk he might as well go get the store manager because I was not leaving without my $80! An apology would have been nice too.

Another "manager" came out and said they were going to make an exception, but to be advised in the future services would not be refunded. I told this manager I had spent several thousand dollars in Best Buy (TVs, 3 laptops, service plans) and I had no intention in ever buying anymore of Best Buy's services. He said it is not their fault how far I live or had to drive. Agreed, BB is not responsible for where I live, but they are responsible for errant advice, hassle and inaccurate completion times. That is what I got for 7 hours of driving, wasted time and a laptop I was still not happy with! How about a sincere apology? Unfortunately, I still have to take my second laptop back to send it off for service. I have waited several weeks because I cannot stand the thought of BB, let alone having to walk in the place to conduct business. Regretfully, there are not a lot of electronic stores besides Best Buy. Clearly, they are aware and conduct business accordingly!

For example, I asked Walmart for an increase and I had to wait a while. Then they finally gave it to me. Two days ago I received a letter from Walmart saying they were lowering my limit back to where it was because my credit report shows that I owe a lot in credit cards. But I always pay on time. I’m never late. I believe they lowered it because of the amount that is owed to Best Buy. How can they give an 18-year-old with a part time job a $3000.00 limit? I co-signed so that he can learn responsibility and learn how to pay bills and I was giving him a chance. He had drug problems and was recovering, and for this reason, I wanted him to have a low credit limit. He never told me that he called and found out that it was $3,000.00.

Every credit card that I’ve ever had started out low, and over time, I had to prove myself to be on time with my payments and then they allow a credit limit increase. Never in my life have I heard of an 18-year-old getting a credit limit of $3000.00. When he found out that he had $3000.00, he went and purchased a flat screen, a laptop and an Xbox, went right to the $3000.00 limit. Then he called and requested another $200.00 and they approved it. Now he has no work after a month of receiving the card. Also, doesn’t the co-signer have rights to know when the limit goes up? I co-signed specifically knowing the girl at the store told me the credit limit was $300.00. I would have ripped up the application had she told me the limit was $3000.00. This is his first credit card! I called Best Buy 2 times complaining and they said they can’t do anything about it.

Is there anything you can do for me? I just don’t think it’s fair that I wasn’t notified about this increase. Every single credit card I’ve gotten throughout my adult life started out low and I had to work my way up. I understand times are tough and they're trying to make money, but this is not the right way to do it.

Essentially, this is classic bait and switch. The item is listed but largely unavailable. I called back later to see if I could find a way to have it shipped and a customer service person offered to suggest other similar GPS. I told him that is consumer fraud, advertising one and switching to another. Finally, I called the corporate consumer relations office, where the first person I spoke to actually lied and told me I couldn't get one because they were sold out. I told him if he went online, he could see it was available in Alaska, Arizona and Utah and in a few stores. So could they sell me one and ship it? He told me no. Why? Because I might be using identity theft! I guess insulting customers is the next best thing after lying to them!

The only consequence is that Best Buy has lost a customer. I sent a note to the Consumer Fraud complaint email for the CT state attorney general as well. Best Buy should not be advertising items that are not available to consumers.

What is Best Buy scared of? We pay way more than we have to every month to pay our bill. Do we get appreciation for that? No, just the same old double take. Now they are after us for $9.60 in late charges. We will not pay it. What is there that we can do? People need to know about how this company treats their customers.

I got a call from the servicemen that Thursday morning as I thought he was going to tell me an approximate time he would be arriving. He asked me what the problem was with the TV. I told him and he said, "There is no need for me to come to your home. I know what the problem is and I will just order the parts." We did take out the extended warranty but that will expire in December 2009. I've been on the phone with Best Buy explaining this situation and all I get is the runaround. I've been told yes, it could be a malfunction or a manufacturing problem. If this continues then we will have someone check into it. If it continues, that is unacceptable. They want me to take out another extended warranty which I should not have to pay nor can I afford the out of pocket expenses. The LG Television is not five years old. There is definitely a problem with the TV. This should not be happening with a TV at the price I paid for it. I've known people to have the same TV for over 10 years without any problems.

I talked to someone in customer service at LG and they are telling me there is nothing they can do. I paid over $2,000 for this TV and I can't afford to purchase another TV. I am replacing two motherboards in two years. Something is definitely wrong! Two servicemen came out to my home on Wednesday, June 3rd. The LG TV was taken apart and two of the three parts were replaced. The third part was ordered incorrectly therefore the TV is now laying on my dining room table as of Wednesday, June 3rd waiting for the part to be delivered and waiting for them to call to make another appointment to install it. I've missed three days of work not to mention have not had a TV in over a month.

I tried to contact Michael ** or someone from your corporate office to let them know of the problem I am having. In fact, I have pulled several complaints that were on a website for the same exact problem and purchased in 2005 that I am having. I know LG stands by their product and that is one reason I decided to purchase the TV. I've had an LG cell phone and I have two LG cordless phones. I did contact he Better Business Bureau and also the Attorney General Office today but was advised to contact you first, the corporate office, before taking this a step further. I would like to talk to someone in your corporate office but can only talk to the customer service department which is generic answer. I hope you will have the courtesy to read my email and reply in a timely manner so I can resolve this problem.

I thank you in advance for your cooperation and hope to talk or receive a reply before Thursday of this week. As I stated above, a technician will be arriving on Thursday of this week and I would like them to be aware of what I plan to do if I do not hear from you. I do not want this to go any further but I need to think ahead as I do not want this to happen again. As you know, the parts and service calls are very expensive. I hope you understand my situation.

This was not the case. I came in and the gentleman told me that the laptop was still not fixed. Upon requesting a new laptop I was told that I was not covered since I did not purchase the Protection Plan and it was a software issue. When I brought it in, it was clearly a hardware malfunction. The young man said that I was supposed to have been contacted to request my approval for a format. I never received that call and when he checked his records, it showed I had not been contacted. I decide to approve the format and he tells that it will be $129.99! I told him that I wouldn't pay for it and that it should be covered under the warranty. The young man even mentioned that I was paying for the labor of formatting and reinstalling the driver. Parts and labor are covered under the warranty.

The store manager, Matthew, approached me as I was explaining to another gentleman my problems. Matthew said, "You know, I can listen to your complaints if you are just going to bash our service." Completely rude and out of place, he wasn't even involved in my conversation. After I had explained what happened, all the manager said was, "So because you aren't getting what you wanted, you think it's bad service?" He was completely out of place and I was too infuriated to even respond other than saying that every technical branch I can obtain will hear about this rude manager and poor service.

I took back the broken laptop to bring home and attempt the repairs myself. I brought it home and my first attempt at reinstalling the drivers worked. My laptop was good as new. Somehow in trying to fix the problem of shutting down, they had uninstalled the drivers and made the keyboard and mouse unusable. They broke my laptop, lied about the repairs and treated me with disrespect. When I fixed my computer, I found an email from Geek Squad on May 20 saying my laptop was fixed and ready for pickup. Liars and cheats, every one of them.

On May 27th, 2009, I accidentally dropped my computer onto the carpet. It wasn't very high so I thought everything would be okay! When I went to turn it on, something came up about a hard drive. The next day, my mother and grandfather took the laptop back up to Best Buy and explained what happened. The guy told her that the plan that was showing up on the account was not the one that the manager sold to her in April. My mom insisted that he was wrong and asked to call the manager to the front desk. He said that she wasn't in that day. The sales associate turned the laptop on and said that it would need a new hard drive and it would cost my mother around $100 or more to get it repaired. My mother told them that the plan that she purchased covered accidental damages and the employee argued with her about it. Then he called her a liar and she left. It's still not fixed. Today is June 1, 2009.

We're looking at buying a new fridge from Home Depot now and are investigating the Maytags. We replaced a 10-year old GE which worked just fine. We got taken in by all the bells and whistles and decided we needed the ice machine and water dispenser. If we hadn't gotten greedy, we'd still have the old GE and no complaints. I, too, welcome a class action suit against Samsung.

No one ever called; when I called them, I found out that in the system, it shows a 40-inch LCD. My TV was a 50-inch DLP. Still, I was calm and okay because I knew that I paid 430 dollars for something that I haven't received yet, so Best Buy would take care of me. What I found out is the fact that they are all rude, from their Sales staff to Customer Care to even management. They have no problems making statements like, 1) "we don't know if you bought it here," 2) "you could just be trying to get a different TV repaired," 3) "I don't know if you are telling the truth," and many more.

After being given the back and forth to get my receipt fixed, sent to different places just so I could get something I paid for, I got nowhere. It has been at least 4 months since the problems have started and yesterday, I physically went in to the store where I bought everything and asked if they could fix this in the system so I could get what I paid for (4 year warranty). First of all, they treated me like I had a TV of my own and was trying to get service on it (must happen a lot because that's all everyone did); I was furious. I couldn't believe that they had the audacity to say something like that to my face. The phone was bad enough but now, to my face, I was being called a liar from people that owe me money.

The supervisor's name was Louisa; she finally told me to go home and get the serial # and model # and call her back, so I did. I called her back and she says well those # are nowhere to be found so she will have to research that and call me back, the first time ever someone actually does what they are supposed to. She called back with more negative news and explanations on why they were unable to fix my TV but, on a lighter note, some manager is working on it and will be in contact with me. An hour later, that manager named Sergio called me and told me the same thing in slang calling me bro over and over again and saying that I am over a year so they can't do anything about it.

After arguing for 20 minutes and not getting anywhere, I hung up and looked at the receipt and it was literally one day past the DOP and why I couldn't get service on my 4-year service plan was a mystery still. Also, I was told that the money from the 4-year warranty and the calibration was going to be prorated, if and when I get it back.

I work for AT&T and we have standards on who we hire and keep. I get paid well to do an excellent job. I am the first line of defense and offense for the company. I am held accountable for everything I do, good or bad. I do an excellent job for an excellent company and expect the same. Dear whoever reads this and has some kind of power to change my mind about Best Buy, I challenge you to bring me or my friends and family as a customer to your Best Buy to buy anything. I hope you could change my mind. The worst experience for the decade goes to Best Buy.

PS (stands for pissed), by the way, if I am not satisfied soon, I am taking legal and public action like print customer reviews in papers and blogs.

I have Dell working on making me a special one since what I really need isn't sold in most stores and I'm out $172.50 and nothing to show for it. I talked with the manager, Angela, of the store where I bought it and while she was very professional, she would not budge on giving me either the installation fee that I wasn't told about or the 15% back on a policy that was never explained to me. I used to shop at Best Buy quite often but then started having troubles with the Geek Squad and their timeliness on simple repairs (my son has had issues with them as well) and some defective merchandise that was taken back with an argument. Now, this incident has convinced me that Best Buy will sacrifice a customer just to collect a little profit. They are not explaining return policies (even on high priced items). They are charging exorbitant prices for labor on things which takes 5 minutes of loading software and there is misrepresentation by salesmen who are either intentionally misleading people to make a sale or just are not educated on the merchandise they sell and its capabilities.

It was not my fault I was told the computer would be able to handle the applications and it wasn't. I work on an Air Force Base and am currently in the process of letting the junior folks I work with know about their business practices and letting them see the correspondence I have received back from them refusing to refund my money. I've already got two of them to steer clear of Best Buy for life and hopefully more on the way. The online complaints out there have also helped to convince them away from Best Buy as well.

A couple of weeks go by without further issue and I think I am home free but now the computer won't even turn on. I tried a hard boot but the only thing that happened was the fan went into overdrive. Now, I have to take it back to AASP and pay for another diagnostic and probably a power supply (best case) and maybe a motherboard (worst case). I feel that I have bought a lemon and my first instinct is to box it up and send it back to Apple demanding my money back. I will definitely recommend to anyone that you stay away from Apple computers. If you have to buy an extended warranty, the product just is not that good. I had a Dell PC for 6 years and never had a problem. I realize that I should have backed up the music and photos, but I never thought that the Mac would fail within a year.

I called the warranty company, who at first stated that taxes were not included. I explained my original conversation from the month prior, where I was told that it did in fact cover taxes, in order for you to go back out and replace the unit. I started to get frustrated with the rep. and asked to speak to a manager. I was put on hold for 10 minutes until she returned and stated she was incorrect and that I should have received the taxes as well. But unfortunately, the department that I had to file a new claim with was already closed and that I would have to call the next day. I called today and was told that I had to fax over my original receipt (which they already had a copy of from day 1). I didn't even have my original receipt, so they transferred me to the receipt dept. who gave me codes that I needed to include when I shipped my unit back. But I went the extra mile and went to my local Best Buy in Simi Valley, who was able to print it out for me, so I was able to include it with my letter.

I first spoke to Dan who told me not to use the card I just received and he would issue me a new one with the corrected tax. I told him I used the card last night but wasn't able to get the right PlayStation because I hadn't been sent the correct amount. Dan then said not to use the remaining amount on the card and another card would be sent with that amount along with the taxes they hadn't included. I told him that was unfair that I would have to wait another 2 weeks to get the adjusted amount and then asked to speak to his supervisor. I was connected to Jessica and was told that this was an isolated incident and that due to an error, the computer put in the incorrect tax percentage. Instead of 8.25%, I was given less than 1% tax. I went from receiving $41.24 in taxes to only $3.99 in taxes.

After over an hour of being lectured on having to resubmit my original receipt (which I wouldn't have had had I not gone down to Best Buy to get a copy of), I was told that in order to get my money reimbursed, I had to fax it to them or they wouldn't help me. I explained that over the last month, I have spent more time begging to have my money returned so that I could replace the product immediately, as it was my kids' only electronic entertainment, as well as being our main DVD Player and that they were telling me that due to their error, I had to make even more effort to get the remaining money that was long owed to me. To me, they have committed fraud and I know I can't be the only one out there. First, you are given one bit of information, then when it doesn't happen, they lie about it, and then when you go up the chain of command, the truth is given. But they don't make it easy to collect. You have to literally give more time and money faxing them yet another copy of what they already have in their possession. It's their attempt in trying to get you to give up and go on about your life. Most big companies believe it's not worth it for the consumer to make complaints.

Basically, here is the deal. Best Buy product replacement plan will make good on the warranty you bought, but they make money ripping people off by not giving them the full price you paid at the beginning, which is their big hype when selling you the product replacement plan. They are committing fraud by not including sales tax, and without that, how can you go back and have the product replaced? I just happened to have caught it. The paper that the gift card is attached to states the amount on the card. I didn't realize it however until I went to buy the product and I didn't have enough on the card for the taxes. I came home and looked at the amount written on the letter they sent with the card and surprise, the amount was different than what I had written on my letter back to Best Buy with my product being returned. I was a lucky one to catch the fraud, but I know others haven't noticed and Best Buy continues this illegal practice because no one does anything about it. After the communication, most people don't think the frustration is worth the headache.

Just because the economy is bad doesn't mean they should be able to steal from the consumers that have kept them from shutting their doors like Circuit City. It sucks to not have competition like Circuit City because they always had lower prices, but now Best Buy feels they can rip people off and there's not a damn thing you can do about it. I am just one more victim of Best Buy's fraudulent practice and I hope this complaint doesn't go unnoticed. Thank you.

So, after numerous phone calls, Best Buy again sent their Geek Squad to repair our microwave. (This time, we were even told by Best Buy that there was no such a thing as a Geek Squad repairman to fix microwaves!) The repairman just left and said the thermostat couple was shot and now it will be at least until April 15, 2009 that it can be repaired. Easter Sunday, I will be entertaining at my home for dinner, and guess what? I have a dismantled microwave sitting in the middle of my counter, and I have little counter space! After numerous phone calls again between LG and Best Buy at all corporate levels, I am told that I can file for a No Lemon claim! Great! But my microwave has to break down four times total, and the Geek Squad repairman has to determine that I have a lemon of a product!

So, I have to go through two more repairs before someone might do something about it. What happened to a business that stood behind the products that they sell? What happened to customer service? Why should a brand new product have to be repaired at all? I will never shop again at Best Buy (and have spent thousands of dollars in the past there) nor will I ever buy an LG product again. Life's not good! Their products stink and so does Best Buy! Remember the phrase, Buyer beware. They're happy to grab your money but forget customer service afterwards. There is no such thing anymore!

Additionally, I have 2 inches of standing water in my washer right now which I hope does not cause a mold issue. I was truly in a panic while on the phone with Geek Squad supervisor Anthony ID ** as the door would not unlock on the washer and there was clothing sitting in the water. Finally, by unplugging and replugging the unit, I was able to open the door and take out the clothes. I begged Anthony to see if he could expedite the repair, perhaps by seeing if there was a customer scheduled for a routine maintenance check up that would be kind enough to switch dates with me, but he would not even consider anything but telling me repeatedly that Thursday was it for me.

On top of this, I am without a washing machine for who knows how many days, because I know that the first visit is only diagnostic, whatever part will probably have to be ordered - all delays I did not anticipate when buying the extended warranty - and I definitely did not expect to have a non-functioning washer machine that was purchased less than 2 years ago. I now have to spend time and money tomorrow night at the laundromat.

I called back the Geek Squad since I was not sure whether or not I needed to leave the water in the machine for the tech to see. At that time, I spoke to a different supervisor - Ricky ID ** - he reviewed my work order and immediately put in a call to the technician's supervisor to get in touch with me by 10 am tomorrow to see if it could be scheduled earlier. However, it has now passed that time and I have not heard from anyone.

Well, they have to send it off to some other location (the location was not disclosed nor do they have access to speak with anyone there, neither do the customers). This was on the 6th of March and now it's the 3rd of April and my unit is not back. No one including corporate can tell me the status on my radio. If you buy from them, be prepared to be treated as a bad customer, not a valued one.

He then picked up the merchandise we had picked out with the help of the salesman and dumped it on the floor by the register. He pointed to the girl on the register and said, “She will help you.” We had been in the store approximately 15 minutes. It's not like we were just wasting the salesman's time. I could not believe the rudeness of this manager. If I had to deal with him again, I would look for another store to spend my money, sale or not. I was told he was the only manager named Joe.

I am a regular customer at Best Buy. Chad needs to learn customer service 101. He is an idiot and in the wrong Job. Good luck with growing sales with Guys like him as Managers. You have lost a regular customer and many more who I will discourage to buy from you again because of my experience with that idiot. Every customer needs to be assisted when they approach a uniformed employee no matter how stupid or how small the Purchase. Chad did tell me if I expect him as Manager of the store to help me with my Printer Ink. Yes Chad, I do and as a manager, you failed to provide Superior customer attitude. That's what brings back people to buy not only price, my friend, it's service. You're dealing with Consumer goods. PS, I went to Future Shop approach a staff who help to look for the Item found it for me and I made the purchase there plus I bought a Flash Drive for $15. You lost a sale for total of $115 for Ink for two printer + the Flash Drive and many other purchases in the future.

Consumer relations said that it was indeed a mistake, but that the store manager was to to blame as well. They said that he should have known what was in the ad at his store, and agreed to give me a gift card for $150 for the trouble. I found Best Buy to be pure racist because they would not give my husband any assistance over the phone and the consumer relations supervisor told me that had he been a woman, that would have made the difference. They could also tell he was black, but when I called in immediately after him, I get the gift card even though I'm black too, but sound white (when I need to!).

I will never shop with these racist pigs ever again!! About four years ago, I had the same problem with Circuit City, and told them that they would not be in business much longer with their hellish ways; I rest my case! They are turning off the lights for good, as I type.

When I tried to exchange the product WITH my receipt, the product was on sale for $179.99, so I also wanted a price match (since it had only been 9 days). Not only did I not get a price match, Best Buy would not exchange the product because the serial #s did not match. I understand that this is store policy, but I PAID for a working TomTom, and I DESERVE a WORKING TomTom! Why should I be penalized for Best Buy's mistake???

After arguing for nearly an hour, I accused them of a fraudulent sale, and selling me a box that SAID TomTom, but did not contain a working TomTom. At this point, they agreed to exchange it IF I paid a 15% restocking fee because I had opened the box.

I'm not sure how I could have found out the product was faulty without opening the box. So I ended up paying $40 extra for them to complete the exchange (but still no price match, which is a clearly stated store policy on their website). With the restocking fee and no price match, I basically paid $110 over the price of the GPS.

If I am to believe their story, some third party unknown crashed their site to generate business for Blockbuster without having anything in it for themselves personally. I doubt this. I think that Bestbuy and Blockbuster simply did not expect that anyone would take screen shots of the offer but I have them. I also have proof that Blockbuster did charge my card and I've received nothing for it. Whatever happened to truth in advertising? How many dollars have they derived in revenues from this fraudulent offer?

They said that not all BestBuy.com items are stocked in the store and if the one I have is not sold at a store, but only online, it can't be returned to a store. Isn't this ridiculous? It was a gift to me... I had no receipt as it was a gift.

I spoke to the store manager who basically stonewalled me - then I spoke to several customer service people who also told that despite it clearly being their product, I couldn't return it. I was then told it was store manager's discretion. When I asked why something this obvious wasn't allowed, I was told I could ask the store manager again but he would say no. The customer service person told me I could not escalate the call any further and basically to get off the phone.. .

Oh, he did ask if he could help me with anything else today. I would be reluctant to buy things online for people if they will not take them back in a store - what is the point of having a brick and mortar store if your online sales aren't supported. I did get some justice - I cancelled a $1,300 refrigerator order. The DVD was a gift to me and only $29.99 to begin with and I was just asking for an exchange...

I went back to Best Buy three times and was told by the manager, Alexy **, that Best Buy cannot return this item because it does not match the box. As I looked closely at the box, I saw that the box had 2 layers of clear tape on the top which showed that the box was sealed twice, which further backs up my claim that someone at the store put a display model in the box and taped it up, hence the 2nd layer of tape, and didn't realize it was the wrong item because they both look so similar, and then sold me the wrong item.

Besides the fact that I have gone to the store 3 times and wasted hours arguing about this with the manager who refuses to refund me or at least get me the model I paid for, I was told by them that this is a Sony problem. Then I called Sony and spent hours on the phone with them. Then I spent a few hours again on the phone with Best Buy again; Best Buy refuses to help me out on this. What kind of store sells you a brand new item, then has the wrong item in the box, used I might add, and then refuses to do anything about it? It’s absurd. Plus, I am being charged $329.99 for nothing because I do not want the old discontinued used item they sold me as new.

I now have to send the camera to the manufacturer to be looked at and repaired. This could take weeks. For $1200, I should have a camera that lasts more than 2 months.

I contacted consumer relations and spoke with Michelle with case# ** and she stated that the Staten Island store had the ability to make an exception to their policy but chose not to do so and that she cannot force them to make exceptions. More than anything, as a consumer, it is unacceptable to me to provide so much personal information to someone I do not know who is then rushing me away when, in fact, I could have been given a credit. The merchandise was clearly brand new and the universal UPC is a product carried by the company and returnable had the store decided to make an exception. I do not care about a refund at this point as it is far more important that our public consumers are given fair return practices that are not determined at the whim of a manager who does not care to share store policy holes in the system as his time is too precious.

Please pursue fairer return policies for consumers as it seems fairly absurd to me that Best Buy can track every single credit card purchase but is unable to track a receipt to a cash purchase after being given such personal information about the person who gave the gift to me. Thank you for your time and I look forward to hearing about this resolution.

I called again on Monday, December 29th, and the girl was very apologetic, stating that no one made any notes in the computer about any of my calls, but a return label had been ordered. She said that they were backlogged and it may take a while to receive the label in the mail. Today is Jan. 7th and I am on hold with them right now, working on 20 min. waiting - still no label.

Why can't the store return it? I asked the manager and he said that Best Buy stores are not connected to the website and they cannot accept the item. Also, I purchased a Guitar Hero World Tour on the site a month earlier and received the first email regarding the item. However, after 24 hours I called the store because I never received the "Your item is ready" email and they said they never received my order from the site. They had already charged my card though! I drove 45 minutes to the only store that had the game in stock and they had held one for me but could not sell it to me without charging my card a second time since they did not have an order on their system, just my confirmation that I had printed. I then had to get out to the parking lot and call 888-BestBuy to cancel my online order.

I said, "It's not hardware. It's a computer and on the receipt, it said that I could take it back." The manager came and said they would take it back with a 15% restocking fee. On the receipt, it said that if there was a defect with the product, they would not charge the fee. I told the manager there was a defect with the product. The manager, Mike **, then told me that he saw nothing wrong with the laptop and contradicted me at that time. I said that he was contradicting what I said and calling me a liar. I noted his name and said, "I will go to corporate about this then and will tell them that you contradicted me and how you are treating me."

As he heard this, he said he was calling the cops on me because of trespassing. As I heard this, I said, "Fine. Call the cops," and grabbed my laptop. The manager then said that I really didn't want him to do that because I would be sitting in a cell all night at jail. I had my laptop at hand and overheard him say, "Don't call the police," as I was walking away. A woman that overheard everything said that he was very rude to me and he just got very mad when I SAID I WAS GOING TO CORPORATE. I have never ever been treated like this before. I did not swear, cuss or do anything to hear such things (as he said I would be in a cell for trespassing). I was trying to return a defective product on the receipt. It says I could still.

The bottom line is how this matter was handled. I will deal with Sony or as the person from corporate Best Buy said, I could take it to the store and they would fix it without any cost to me. But as for the manager, Mike ** at the Deptford, NJ store, this is where my problem lies. A customer SHOULD never be treated like that EVER.

We took it back to the store and when we told the TV floor salesperson what had happened, he agreed to give us an exchange or credit toward a different TV. The manager of the store told us that it was damaged so they would not take it back. Of course, it was damaged, the TV popped from the inside. I had one printout with me of *one* blog site where 35 people commented on the same problem. The manager's comment was, 35 people nationwide, that's nothing, as if to say that there are only 35 people out there that have had the problem (I only had printout of ONE blog source). She said that they've never heard of this problem in their store, implying that we must not be telling them the truth. The TV was never bumped, dropped or knocked. I was across the room when it happened.

Now I have a $500+ TV with no picture and a fiancee that feels absolutely horrible that he can't do anything about it. Words cannot describe how mad I am that my fiancee spent that much money (in this economy) and it was for nothing. If I had bought shoes and the heel fell off after 11 days, a shoe store would let me exchange the shoes... because heels are not supposed to fall off, just as TVs are not supposed to blow after just eleven days for no reason. It's unconscionable that we've lost that kind of money and I will never shop at Best Buy again.

I called about 7 more times after that, and I keep getting different stories. The part was cancelled, they didn't have enough information to order the part, etc., etc., etc. I'm getting nowhere with this Geek Squad, and am only getting frustrated. In the meantime, we have been without a TV since Dec. 5. No one is telling the truth, I've talked to about 15 different people, and they won't give their last names, so you have to keep repeating the story again every time you call. All I want is the TV fixed, or to get another TV. No one ever calls me with an update; I have to keep calling them. Please try to help me.

Consequence: Still without a TV, and I'm not a well person, affecting my health.

Not being able to check the screen for image burn in, I specifically asked the sales person about the screen pixel damage by image burn in, and asked if it was covered in the warranty. After asking him, he went away to confirm if it was covered under the warranty, then returned and said that it was. So being re-assured that the TV was completely covered, we made the purchase. After getting the TV home we started to shop around for a Wall Mount and DVD player. After a few days we were able to hang and set the TV up for viewing in our master bedroom.

Being in a controlled environment I decided to dim the bedroom lights and double check the screen for image burn in. This is where my unhappiness starts. After checking the screen I clearly found that there was an image burn in on the lower right corner of the screen, about 3/4" tall and 3-1/2" wide showing the letters ESPN. So I made the arrangement to call Best Buy where we had purchased the TV and asked how we could resolve my problem with the TV. A sales person then told me to call Geek Squad of whom their warranty was under.

Geek Squad then informed me that image burn in was not covered by the warranty. So confused, I then called Best Buy and told them about my warranty situation. I spoke with their Customer Service manager named Holly. She was very polite and assured me that she understood my situation; she in turn called the Geek Squad about the warranty details, called me back and informed me that I was misled by Geek Squad, and that the warranty DID cover image burn in and that she had gone ahead and made an appointment for a technician from Geek Squad to resolve my problem.

After the technician from Geek Squad inspected the TV he informed us that the cost of repair for the TV burn in would be $1,000. He then asked my wife where we purchased the TV and after informing him he smirked and said good luck, for there have been a lot of unhappy customers from there. Before leaving, without fixing the TV he then told us that we needed to show his receipt to Best Buy before anything could be done. We then contacted Best Buy and they informed us that they will not have the TV fixed, if we wanted we could be credited for the sale price of the TV towards the purchase of this year’s model of that same TV at regular price (Now remember, I only bought this TV because it was a good price and supposedly had a fool proof warranty. I was never in the market to purchase a TV at a regular price when I walked into their store that evening), or we can be reimbursed for the sale price of the TV, then be pro-rated for the warranty. Wow after they don’t even want to use the warranty to fix the T.V.

Now they do sell this exact same TV but it is this year’s model and not the model prior which is my TV, which in turn they will not exchange for my TV that they will not have fixed with the extended warranty. So much for the assurance of our purchase of the extended 4 year warranty, that Best Buy said if the TV can’t be fixed we will just give you a new one? 4 year warranty. We are going to return the TV tonight and we will be stuck with the newly purchased and installed $100 dollar wall mount that needed four large lag bolt holes on our bedroom wall and newly purchased DVD player for that TV. Never will we ever purchase from Best Buy for they are a scoundrel company that will fool you with their business process. We will have them price matched for future items then we will purchase from a Legitimate Reputable Business. BEST BUY IS A JOKE!

I asked if they could replace the camera - they could not. I asked if I could get my money back for the extended warranty and I could not. They would give me a pro-rated portion for the time left only. I was furious with the lack of assistance from the Best Buy representative to assist us with this problem. I think a 2 week time frame was not too much to ask for and I also could not believe they could not work with us on repairing the damage when she returned as she can still use the camera - and I'm sure she would rather have it to use on her travels in Austria than sent off for a month being repaired - plus have to pay to have it shipped to Austria. Digital Camera cost 219.99 and the extended 2 year warranty service plan was 34.99 and the memory card was 29.99 with tax final was $302.07.