Best Buy Reviews

I wasted almost an hour on the phone and learned that LG has no service repair in Florida. Never get an LG product again.

They brought out the computer and we noticed that it had a scratch. We had suspicions that the computer was used before but Mark called the manager and they guaranteed that computer is new. It has never been used and if I buy it, they will install all the programs for free that same day between 8 and 9 PM. We trusted the manager and Mark believing that it was a new computer.

When we came to pick the computer, I was insulted by Geek Squad stating that nothing was installed on the computer. They told me that I was not their priority because I didn't pay for the installation. The manager asked us to wait 15 minutes, then, we were forced to take it as it is as we had to go next day on vacation.

When we brought the computer home, it appeared that it was not ready for usage. We went to Apple manufacturers and were astonished to find out that the computer was already in use for three months. They cannot help as the computer was activated on June 2 and the technical support had already expired. They also consulted us to take the computer to Apple store to find out its status.

Apple store diagnosed that the computer was in use since 2 Jun 11. They also indicated the deep scratches on rear housing, that the cord was not original, and that the additional components ( mouse and board) were already worn out. We were also told that the manufacturer's guarantee was reduced for four months and there was no phone support left. They advised us to go to Best Buy and have them replace this computer into a new one.

That same day, we went to Best Buy asked for Mark or the manager but they were not there. Another manager came and after explaining the problem we had, we requested that they replace it with a new one or to refund the money. This made him very angry and started insulting us, telling us that we are not competent in computer. He told us that he will not replace the computer and won't give us any refund.

He declared that he won't discuss this with us anymore, telling us to get out from his store and that we can complain to anyone we want and nobody will help us. It was his store and he was in charge there.

He took the unit and left my area for 10 minutes. He came back and said the moisture sensor was pink and the unit was exposed to moisture, then said sorry that he could not cancel me. Then he just shut down. I stared at him and asked what I should do. He said that I should talk to AT&T to cancel and pay the discontinuation fee, but that he couldn't do anything. Then he just stared at me. I was shocked. I said the unit was on my desk or window (neither moist nor wet) and looked at the slightly pink tab. I asked if it could have happened with the heat from the battery. He shrugged. I tried to get another manager, but he said he was the top manager to talk to and he could not help me. I was very upset and tried to get him to help me find a solution. He was unmoving and told me I obviously got the unit wet (calling me a liar) and he couldn't do anything.

I remembered I had a 2-year warranty and had to go back in to ask him about it. He saw it on my paperwork but never brought it up. He grudgingly said he could change out the unit but even then, he could not take the new unit back and cancel the service, even if it was opened less than 30 days.

Now I have a unit that doesn't work at my house and a 2-year contract. It has only been a couple of weeks since I bought it. But according to Best Buy--Oh well, not their problem--I stopped being their concern the minute I signed the contract and walked out the door.

My husband came and had to search out a store manager who sat like an owl next to the other manager and didn't speak. And when he did, it was just to say he couldn't do anything. I asked why no one told me the warranty was only good for one incident and that I would have to purchase a new one to get it to cover the unit he gave me--the unit that still doesn't work at my house. They also never told me that if I exchange the unit even in the first 30 days, I couldn't return it. They didn't care about me, my situation or tried to help in any way.

I will no longer purchase from them and will relay this story to everyone I come into contact with. In this economy, there are plenty of businesses that still respect the customers.

I was 20 min down the road, and I looked at the computer. The $400 price was written right there on it. So we turned around and took it back. Finally, I got the price it was supposed to be in the first place. There was no apology from the manager or any kind of acknowledgement, though he came over because of my issues 3 or 4 times. So after 2 hours of trying to make this purchase, I went home and now... the computer is broken. The battery doesn't work. The cost of replacement? Pretty much to the dollar of price markdown. In other words, it seems to me they knew exactly what was wrong with it. The salesman assured me it never left the store and was a new computer....

I do not see ever going back to Best Buy and spending a dollar there. Terrible customer service. I spent $600 yesterday, and I'm at home with a faulty laptop today. What a waste of time and money.

The sales agent we talked to then was Jesse. We were prepared to buy them (2) and Jesse checked the stock. He only had two in stock. One was a demo, which I thought best not to get in case something is not working; the second one was damaged. Jesse told us that their other locations would have some. He checked the stock at other stores and found that Northland and Deerfoot Meadows had significant stock. Since it was already after 8, we decided to wait until the next day to purchase them.

We went home and I checked the price to see how good of a deal it was. The price had changed to 599.99. I called corporate customer service at 1 866 2378 289 and was told by Allie on the phone that any location would honor the price.

I went to Northland location and spoke with the customer service and manager in the store. Neither one would honor this price. I then called corporate customer service while still at the Northland store and was told they have a call logger system so it shows that I called but nothing more than that. About two hours later, I went back to the Westhills location and spoke to Alex again and was again told there was nothing that could be done by Alex. I asked him to speak with his manager and they offered me a discount on something else, which I wasn't interested in.

I am extremely disappointed in the practice of this company. If they are doing something like this to one person, guaranteed it is happening to someone else. When I was at the Westhills location the last time, the sales agent Alex told me that the price had been changed at 6 a.m. on September 14 for all the stores. He even admitted it was a great deal. When I first talked to the sales agent, I told him I was visiting from overseas and wanted to take the second laptop back with me to Australia.

About 3 days later, my order still says processing. However, my account had the funds held. Then on the 5th day, they sent me an email saying the order was cancelled. I immediately called and got hold of someone who understood my situation and they then explained to me that there was no more of this laptop in their stock for ordering online or in the store. When I asked why my order was cancelled, she said we tried to call you. Since I have full coverage everywhere and I go with my phone and a voice mail box, I discovered this was a lie.

So, I asked if they would price match with a laptop with similar specs which turned out to be an hp laptop for $379.99 they price matched to $349.99. I again ordered 2 of them, this time since I waited so long to receive them she gave me 1-2 business days shipping so I would receive them on the days predicted on the first shipment for the gateways. Again, the money was held on my account for the same amount. I waited 2 days and still no shipment, not even packaged. I called and the person I spoke with told me that there again is a limited supply. After explaining that I was supposed to receive the computers yesterday he told me there was nothing they could do in which I replied, "Cancel my order".

I see how this company works. It’s not about putting in an order for a marked price. If someone comes after me and pays more for the same product they are going to receive mine and my order is just going to be cancelled with a big lie. That's the new name for this store, "Big Lie"! I called dell after the cancel and they told me there were better deals on their eBay site in which I had to pay a little more but I know I'm dealing with an honest company. Honest enough to sell the same computer for cheaper and let potential consumers know there are options for budgets. Little to say, I ordered today and it was shipped with a tracking number and I know they will keep their promise in their business.

They said that Best Buy checks up behind them and if they did it wrong, they would get in trouble. Since when does any American company check after an appliance has been delivered to see if they put it in correctly? They told me to call Best Buy if it didn't work. They refused to haul away my old dryer; they said their truck was "full." I said, "Um...you just took a new dryer off the truck." But they still refused.

I will be buying my fridge, dishwasher and stove elsewhere. Small price to pay for a big lesson learned. The dryer is great, but there is no word from Best Buy after my letter to them. No shock.

On 9/12/11, I called to check the status and informed me that it didn't arrive and will be expected on 9/13. But, when that they came, I called again to see if the computer arrives, but it did not and was told that the next possible day, it will arrive is on 9/17, but it is not guaranteed.

I was very frustrated because I really need the laptop for work. I went in to store on 9/13 to get my money back, since I found a computer available at Staples. The lady was rude and said all she could give me was the store's credit. I asked to speak to manager, but she said that there is no manager available.

I find this very unfair, since it is their fault that my laptop is not here. And I am being a patient customer, since I waited 8 days so far for the computer. It is incredible that I was denied to talk to a manager. These are special circumstances and they should refund me my money in cash, so I can go buy my computer, since I must have it for work on 9/15.

Well sure enough, on August 23rd, my daughter's Evo was stolen. I went to Best Buy to utilize the lock and found feature. I was told that it was never activated and that I should have received something to activate it myself. I was told that there was nothing that they could do. I never received anything from Best Buy to self-activate. I was told several times that it was a new program and they did not know much about it.

I called Best Buy customer service and ended up talking to the corporate office who told me that I needed to speak to the store manager. I went back to Best Buy and spoke to the store manage (Mannie) who at that time said, "Well let's try to activate it now and see if we can locate it." Okay, so why wasn't that done the first time I went in? Had that been done the first time I went in, maybe the phone could have been located. When they were not able to activate it, Mannie told me that he would be speaking to his boss (the district manager) to resolve the issue. I have not heard back from anyone.

In conclusion, had this feature been activated and available, I could have utilized it and filed a police report and recovered my Evo. This lock and found feature that is part of the Black Tie protection program is the only reason I decided to buy the Best Buy protection program. I am being made to feel that Best Buy just does not care about customer satisfaction.

Sherri

So, he contacted the manager, whom he never let us speak with, as they tried to find the ones that were supposed to go with the cameras. They kept telling us that they had 10 in stock but could not locate them. Several minutes later, he came back and said that the best he could do for us is to order them and we could pick them up on the 26th. Not to mention, the first register he tried to ring us up didn't work. If they didn't have the cards, they could have told us to begin with, but instead, they wasted an hour of our time. We had groceries in the car, that we told them about repeatedly, which could spoil in the hot Florida weather.

Well, I took Friday off from work to wait on my new stove, but nothing. I never heard or saw the delivery men. Around 5 in the afternoon, getting concerned, I started trying to call the store only to be told that there are 3 people before me. I put my phone on speaker, after 45 minutes of hearing some the same noise over and over, I hang up. Then about 6PM, I tried again to call. Only being on hold over 35 minutes before I gave up and hang up. In the meantime, my husband had his phone at work on speaker trying to call them as well as was on hold for over 1 hour before he hang up.

Then I gave it one more try and pushed the first number they asked for and was transferred to the Newman store. There, I finally spoke with a real person and they told me that my order was on backorder. I could not believe it. After taking a day off work, only to hear that. She said it was scheduled to be delivered on Monday, 9/12/11. Wow! It would have been real nice and good customer service if someone would have called me to tell me this. No, I am still without a stove and I can not take another day off work. To say that I am very unhappy is an understatement. I will be canceling my order and never do business with Best Buy again.

Judy **

They cannot give me the camera. A Sony rep said to call back Best Buy.

I'm just curious. What's the policy of employees having access to new or limited releases of movies, games, etc? If they get a copy before your customers do, that is ridiculous and disgusting. It's kind of like this. I saw the exact same 5.1 surround sound w/ a blu-ray player brand, new and unopened, at another store for $30 cheaper than what you list it for.

Suppose it is corporate decision to not allow returns after 60 days, no date was confirmed by the manager of the policy change. We were not notified of the change before the purchase or anytime thereafter, until the return on Sept. 5, 2011.

We were loyal customers and have purchased $15,000 of merchandise over the the past two years. All with credit in good standing.

Needless to say, this is an unacceptable, bogus practice.

I made three trips to the store and during the first two trips, the mobile store manager, David, was very helpful and he called the Geek Squad customer care to get my plan reinstated since I already paid for the services. The plan was supposed to be reinstated in five to seven business days but it never happened. By the time it was reinstated, my two month coverage was up and I couldn't get the phone fixed. During my third trip to the store, the lady at the mobile store was not helpful at all and she tried to just give me some vague reasons why she cannot help me. So after paying $20 for two months, three trips to the store, wasting two hours for every trip and lots of tension, my issue was never resolved.

So much for the Geek Squad protection and customer service. I would never recommend anyone Best Buy protection plan again. It is just another way of making money by Best Buy. If you know how to operate a computer, then you probably don't need the help of a Geek Squad member. All he did to help me was do the factory format in my mobile phone which I had already tried.

If I had bought this mobile phone at a AT&T store (I had a two-year contract), AT&T would have replaced my phone with no questions asked. They had replaced my i-phone earlier without asking any questions.

I had a horrible experience with the Geek Squad. Do not waste your money with Geek Squad.

I would like to make this public and if possible, make BestBuy change their policy and inform to their customers that they should check what they bought. I saw how they operate and many people got treated the same. They show the exhibition hardware and then they close box, wherein nobody knows what it contains. Upon surfing the web, I've found that many people had this problem, and my hope is pretty low.

I called the store to speak with the general manager, who was too busy to take my call. I left a message but no return call.

I called the corporate office to complain but I got a CSR who basically told me what I already knew and he became irate with me. Today, September 1st, I get a call telling me that I have a bad hard drive and that it would need to be replaced. This would take an additional 2-4 weeks before I could get my computer back and I would need to pay a fee to get my information backed up from my hard drive. I can't understand why I'm going through this when I only purchased the computer less than 3 months ago. Also, I opened up one of their credit cards to buy the computer, which means that the computer is still being paid for.

I talked to the manager to ask him to waive the fee for the hard drive back up and he told me that he couldn't. And when I asked to speak with another manager who could make those decisions, he claim that there wasn't another manager over him that I could speak to about the fee. I told him how terrible it was that I had to wait seven days before someone could tell me what was wrong with my computer and wait an additional 2-4 weeks before I could even get my computer back. He didn't seem to care and he refuses to return the computer and credit my card back since I was beyond 14 days for returns.

I have virus protection and it did not keep me from getting a virus. McAfee keeps popping up and wanting more money. It expires in 2 weeks and it was not worth anything any way. I am on a fixed income and can not afford to have something wrong with my computer all the time. I am very disappointed in my Dell computer. I thought you were a reputable company. I know people who have had other brands of computers and never have any problems. My computer has caused me so much anguish that I am afraid to turn it on anymore -- afraid that something will be wrong. I am sure that I can't enjoy it.

When I went to Best Buy today, the first service representative I spoke to assured me that I would get a $470 store credit back. He gave me an "exchange service form" and I picked out another Dell. When I went back to customer service, I stood around for 40 minutes while the staff tried to figure out how to credit me. I ended up getting a $269 in store credit because they said my computer had lost its value in the 13 months that I had it, and the current value of the computer was only $269? I thought they were nuts! I have never had a warranty that didn't give me the full paid price for an item (especially after paying $150 for the warranty!).

I refused the store credit and just told them to give me my computer back. I could personally have it fixed for less money than I lost on the thing! They said it was junked and I had no options other than accepting the $269. When I refused again to accept the store credit, they told me if I left their store without accepting the credit, I would not be able to get anything back for my computer. Now I can't afford to even buy another Dell. Such a ** ripoff!

The smarmy acting clerk in return told us that they couldn't take it back because it was over 30 days, that it didn't matter that they didn't have a display model, it didn't matter that it was unopened and they were still stocking it, it didn't matter that it was a gift that we'd just opened. He also initially refused to let us speak with a manager and told us he was the only one in charge. Eventually, he got one of the store managers (not the main manager) and he just said "no".

I'm frankly disgusted by their customer service and complete lack of concern. We would have accepted a store credit, too. I was disgusted by the clerk who smirked at us and said that we had already said we had opened it, even though I reminded him that we had purchased two chairs and we had opened the other one and told him to look at the receipt. They were completely unconcerned. Now, we're stuck with a crappy chair that no one wants. We went to an office supply store and purchased another one there anyway. They clearly told us their return policy and had display models for us to try. I don't know why I'm surprised by Best Buy. My husband can't stand the store. It's definitely the last purchase anyone in our entire family will make there and we'll do our best to educate others about their policies.

Just recently, I noticed a 14.99 charge from my bank account taken out. Further investigation revealed that they have been charging me 14.99 for the last 10 months ($150!). I called Best Buy to get a refund. They told me they have to send the case to a committee. And they told me it will take two months for me to get a refund if they can determine I am worthy of a refund! It does not seem right for them to be stealing money from account on a phone I don't even own, and then pay me back 2 months later if I am lucky! Do not buy their phone insurance. You will not be able to use it anyway. What a scam! Beware of Best Buy. The customer service is horrible to say the best.

She called me and I was close so I drove to the store. I went in and asked for the store manager. When he came over, I just asked for the District Manager's name and number. He stated that he will NOT give that to me. He then asked what it was about so I pointedly asked him about providing my wife no help and asking why he would not talk to her about the warranty and service. I also asked about the missing branding info and such on the back of the unit. He stated that the conversation was over and asked me to leave the store. I asked him to repeat what he said because I was shocked at how rude he was. I repeated that he needed to give me his manager's name and a way to contact them to file a complaint. Instead he said "No" and called on his microphone telling someone else in the store to call the Sheriff's Department and I said "WHAT" and he turned to me and said "You assaulted me!". Of course I did not.

I realized that he was not going to help me, so I turned to get my son from the Apple display and leave (he was about 10 feet from me). Another gentleman tried to stop me as did the store manager. I walked around them, stating I was getting my 9 years old son. Neither of them said a word. I left the store. I called my wife, she said "told you" and I drove home and typed this up. I have a broken product and was thrown out of the store when trying to get service that I paid for and have a receipt for!

I'm shocked and appalled that Best Buy managers would ever consider throwing out customers seeking service under warranty. He prevented me from getting customer service and threatened me by trying to have his employees throw me out AND keep me from my son.

I went in on the 22nd of August to buy two HP TouchPads for me and my wife and I was shocked to find out the price was down from almost 500 to only $99. But the girl said the store was out of them and that I needed to order them, "they will be delivered on the 27th" she said. So I said it was fine. But what if best buy runs out of them because of the very low price? She told me not to worry because the warehouse had thousands of them and that she already reserved two for me.

I went into the store to pick them up today. The manager said they ran out of them! I go, "how, when you reserved two for me?". She said she does not know why but that they never guaranteed delivery. Then she said they only have the 32MB now but she never offered to give me two of those instead. She never offered me anything except my money back. I got very upset and told them I will take them to court and left the store. I believe this is very bad customer service. The least they should do is offer me a free upgrade to the 32MB or offer me different TouchPads because they screwed up my chances of buying them at that low price from other stores when they were available at the time.

I will never go to Best Buy again. I also forgot to mention that the manager admitted they had 2500 of them in the warehouse the day I made the order! So where did mine go?

I rescheduled to be told that I needed a three-to-four vent hose and to reschedule when I have purchased it. I asked the installer if I could ask for him because he seemed to be the only competent person that I had spoken with.

I rescheduled the appointment and asked for installer. Instead, they sent someone named Pablo who came out, installed the washer/dryer partially on carpet and partially on wood floor. I asked him if that would cause them to vibrate. He assured me they would and asked me who told me they would. He was lazy and didn't want to do the job correctly. He took my door down without my consent. I realize the space was very tight, but I would rather he not install it than to do it incorrectly.

I phoned Best Buy and asked them to send someone out because the washer/dryer was making a huge amount of noise. They said they had sent someone out three times and would not send anyone out again.

I called again to allow Stephanie to listen to the noise. It created a very loud vibration. Stephanie attempted to transfer me to repair. I told her the washer/dryer was not broken, but was not installed properly.

I have an appointment with repair on 9/16, the only time I'm available. In the meantime, I have scheduled an appointment with an outside plumber to install it correctly.

Needless to say, I won't be purchasing anything from Best Buy again. I think I can get a better deal on DVDs from Walmart.

When I went to the store ask for price reduction, they said no, it is only for customers who bought on or after August 7. It is exactly the same TV. I can't return and re-buy it because it crossed 30 days. Now for the same TV, they have free Samsung tablet.

It is ridiculous. Never ever recommend anybody to buy from Best Buy. Neither I will buy from Best Buy.

Well, the first person I talked to never heard of it. I went to customer service and the young lady heard about it. I looked at the printers to see which one I wanted, because I would make my purchase the next day. They had three types of the Kodak printers in stock, no worries.

I came back the next day with my HP printer and the salesgirl said the Kodak 5210 was not being sold in that store but only in the Manhattan store. So I waited a couple of days and decided to get a Kodak printer they had in stock. My son went to the same store again no one heard of the sale and no one, not even customer service, could find a circular.

Why is it that it is their sale and no one knows about it?

I went to the two Best Buys in the Victoria BC area. And in both cases, the sales representatives agreed that they had no laptop or voice recognition software product that worked as advertised.

Best Buy advertisements show or state that you can buy a laptop that will record a professor’s voice in a lecture hall while you sleep. The best voice recognition product on the market is Dragon Naturally Speaking 11.5 (sold at Best Buy) and it must be trained to the speaker’s voice and used in a quiet room. As the program takes in all sound, it must have an analog voice to compare its database to. It is not possible to pick one voice out in a lecture hall with background noise. This supposed laptop and software is not available and therefore is false advertising.

On the day the technician arrived, he stated that the TV had a crack on the inside screen and it was un-repairable. The reason why the spec had increased was due to the heat of the TV as we watched it. Now, the matter became worse and we are no longer able to view the TV that we paid over $450.00 for. Please help.

I immediately sensed that something was wrong with the computer in the very first week after purchase, and called Best Buy to complain, to no avail. I made several subsequent complaints in the next few weeks, and asked them to take it back or exchange it, as they had said they would. I ultimately made four to five calls and two store visits to Best Buy. But they weaseled out of the warranty, offering me only two options: 1) bring it in for repair and pay $60/hr, or 2) return it to Dell.

Over the past several months, my computer has gotten progressively worse: it freezes several times a day and the task manager will not even work. The only way out of the freeze is to turn off the computer via the power button and hopefully, when it comes on again, my documents can be retrieved. Yesterday, it would not turn on at all! Additionally, the screen goes blank intermittently and there are 30-40 bizarre glitches that occur during use each day.

I phoned Dell, and have done so repeatedly since that time, and the "tech support" (located in India or elsewhere) are obviously trained to systematically rebut whatever you say. They try to insist that it is a software issue and say that the only remedy is to purchase a software warranty! They even go as far as tell me that I stated it was just a "mouse problem," when I never even implied! In a 45-minute conversation just now, I got absolutely nowhere. They said that they would have to instruct me to do a test (which we already did on the last call), which, of course, will show that the computer is working fine--as they know it will.

This experience has caused me to do some online research about both Best Buy and Dell and the complaints are overwhelming. Dell even has a class action suit pending. I intend to find out about this, and would suggest that readers here do, too.

So I drove one hour to the nearest Best Buy in Rapid City SD and told them my story. They said that because they didn't stock Sprint phones, they had to order my phone and it would take a week. I returned a week later and when I got there, they said sorry but that they can't give me a new phone because it's not covered for water damage. I then called San Diego then they called Rapid City and the story changed again. The only option I had was to hand them my phone so that they could send it in for repairs up to 30 days.

Now, I'm finding out from many others that it's up to 90 days. I was lied to and I never received anything stating these terms. I was only handed a black tie folded flyer with no information on it. My phone went bad less than 30 days from purchase and Best Buy refuses to honor their promise when I purchased their product.

I got a call on Tuesday that it will be delivered from 7am- 7pm. On Tuesday, I took a day off from work but no one showed up. At 5:30pm, I called the store and I was told that the TV was not delivered from the warehouse because they did not have it. They had set-up a Saturday delivery without even asking me as I work on Saturdays.

Again, on Thursday, I got a call saying to expect delivery between 7am-7pm. I call the store back and was told that they would call me Friday to give me a smaller time frame. On Friday, I got a call that the delivery would be between 8am-10am. On Saturday at 8:05am, the delivery guy said that he does not remove or install TV, that the Geek Squad would be coming from 8am-8pm Saturday. The day was spent talking to people who could not explain why my delivery man did not connect my TV.

I told them Time Warner was coming on Monday and I could not lose any more work days. I was then told that Tuesday was the earliest they could come out to install the TV. This is completely unacceptable. I have lost work time because of the mistake on Best Buy's part and they have not done anything to correct this other than work with their schedule.

I will be returning the TV and will demand refund for delivery. I will share this horrible experience on all social media. I cannot believe they are in business.

Why you have lost my business:

First, my son applied for a Best Buy credit card online. The card had not arrived. But when we called the store (twice, to double check), they said they could look up his card number and he could make his purchases at that time. This was a lie. He wasted multiple hours and $20 of gas. I also called the store manager, left a message but he never called me back. The card never arrived. And the trip for which I needed a car stereo is tomorrow. We have been checking the mail, since it said it would be one or two weeks. And it has been three weeks. We called. They said the card had just now been mailed out.

So, I needed to buy the stereo myself. I called the store to make sure it was in stock and they had time to install it today. I went online and found the correct item and installation. I called to make sure the order would be available to be installed right away. The person told me to place the order over the phone with him, and it would be available immediately. My son once again wasted multiple hours and $20 in gas to drive to the Melbourne, FL store, only to be told that the order was 'processing' and would not be available for up to 72 hours. That delay was never mentioned to me before I placed the order.

I called your 800 number. I was connected to a remarkably rude woman. She told me there was nothing that could be done by anyone and I was stuck. She said if I did not want to be irritated with her, I would need to call someone else. I cancelled the order. I then called the store. My son was still waiting there to see if there was a way to work through the issue and complete the purchase and installation today. The person told me that if I were in the store, it would be no problem. But since I was not there, it was impossible. I expressed my frustration and conveyed that this was not the first, nor second, nor even tenth time something had been screwed up by Best Buy. The person said she was sorry but nothing could be done. I asked if she would prefer to try to work something out or if she would prefer for your company to lose my business entirely. She did not choose the first option.

You have lost my business, utterly and permanently. I am beyond angry. And I will be most happy to find every single customer alert board and blog, and post about my experiences with your excrescence of a company.

Today is 8/19/2011 and I have been informed by Best Buy that all their shipments have come in and my phone is not there. Their solution is to have me call back on 8/22 to see if it is there. I pay a monthly insurance fee in case something happens to my phone it can be fixed. When I purchased the policy with the phone, I was initially told that the phone would be replaced the same day or I would have an equivalent loner phone (no cost) while mine is repaired. Every time we go there, they tell us they have changed their policy and of course, there is nothing the consumer can do.

Best Buy has been cheating and lying to its customers for a long time. This store has refused service to other consumers due to the fact they didn't like the consumer complaining to other consumers. They are very unprofessional and I don't believe they should be able to operate a store while lying and stealing from their consumers.

I'm charged a monthly services fee of $9.99. The warranty states that I will receive a republish/new depending on what is in stock. I took my phone in on Wednesday, August 10th because I was having trouble with the scroll button and the phone overheating. I was told that they had a phone in stock and it will take two to three days for it to arrive. On the third day, I went to Best Buy to pick up my phone but it was not in and I was told that it was still in the order status. I went back two days later and it was still in order status. When I asked for them to check the status, I was told that they were unable to check it, however, they will send an email asking them to expedite my order. The supervisor said that he will give me a call later on that day.

By the next day, I still have not received a call. I called to check the status and I was told that there still was no update on my phone. I asked to speak with the manager and I said that their policy states that if they do not have a phone in stock, I was entitled to a new phone. The manager said that they could not do that. After requesting a new phone, the store manager said that my phone will be within two days. So far, I still have no phone.

Best Buy with draw the fee from my account every month and they cannot honor their own agreement. I have called their corporate office and I was told that they understand I can't live without my phone and that there is nothing they can do to assist me.

I use my phone to conduct business on a daily basis. I had to waste gas coming back and forth. Overall, this has been very stressful to me and the fact that they seem not to care is making it worst. I had to use a loaner phone where my contact was not visible.

The next week, the plan was that, I would receive my iMac, Boxee Box, TV, surround sound, receiver, TV stand (and ordered Pro Connect to set up just my surround sound) and other items I ordered for delivery. So when the PRO Connect guy showed up the following week, he only had my iMac and Boxee box and had no idea about the other items, so it wasn't a big deal at the time. I would contact futureshop after he leaves. The guy had no idea whatsoever on how to set up a Boxee Box and even admitted that he had no training on how to set up this product at all. So after he was done fiddling around with the Boxee Box and failing to connect to my wireless network or to a wired connection with the Boxee Box, he apologized and said he would refund me $200 for two hours of work, that I did, and then he left.

I was very excited to use my new iMac, but couldn't change any of the system settings because it required a password. I called customer service at the Halifax branch and the person who I was talking with, had no idea on how to change the system password, luckily there's a friend called, "Google" and again I had to do it myself. Even on the Pro Connect install guide, I specifically wrote down what I wanted the system password to be, so I had to reinstall the iMac and enter the system password myself. After this, I decided to call about my home theatre package, well buddy at home theatre, had no idea where my package was and I was put on hold for twenty minutes. After the twenty minutes was up, he said it was supposed to be delivered today with my iMac and Boxee box. He had to contact the sales representative, who sold me my Home Theatre package, which took another ten minutes and told me to come the next day to get my refund on the hours on the Pro Connect and talk with him about my home theatre.

The last thing I want to do is go on my days off to Futureshop and deal with this; I just get back from a six month deployment to Afghanistan. After that I decided to test out my Seagate 3TB Network Storage external hard drives. Now when buying these drives, I asked the sales representative, who worked in Computers for eight years, if the network can pick up all three drives. He assured me that it would work, but it didn't. All three devices have the same device name and the network will only recognize.

So the next day, me and my buddy went back to futureshop to get the refund for the hours for the Pro Connect, the two 3TB Seagate external hard drives and to see where my home theatre package was. When I went to the customer service and told him about the external hard drives and how that networks only pick up one device, he looked at me like I had three heads. So I told him that I would be returning these hard drives and would be replacing them with the 2TB Seagate external hard drives. He had no problem and he said that he would refund my money for the hard drives and the Pro Connect.

I decided to go see the sales representative who sold me the home theatre system. First off, he had admitted that he forgot to charge me for the TV Stand, that he picked out and still charged me for the setup of the surround sound after all this! He apologized and said that he would talk with the manager and see what discounts they would give me for this whole mix up. He left and then, me and my buddy were walking around for a little over an hour and a half. So I went to the customer service desk and asked what was going on. They had no idea because the sales representative, instead of going to the manager to talk about the discounts, went to make sales! The girl had no idea what I was doing there. When I turned around to go find the sales representative, he came running over and was talking to one of the managers. After twenty minutes at the cash, I got my new hard drives, my refunds, located my home theatre and my TV stand and got a nice voucher for my troubles.

But in the end, the service I got was disgusting. I will never be shopping at Futureshop again, unless the Sony Store and BestBuy burn to the ground, lol. Also, my friend said he had never seen service like that ever; the service at Ralph's apparently is better. I recommend when you have $10,000 in cash to spend and you're a real techie like me, don't go to Futureshop, please go elsewhere.

In July, I received a statement that I owed $16.12. I called customer service number on the statement. After a wild goose chase, I talked with a woman who apologized and waived the amount (I now realize I need to write down first and last name of who I talk to).

I received another statement for August with a $16.12 overdue bill. I called mid-August and was told they could not figure out where the 16.12 came from and to deal with the store. I drove to store and the first response was the store did not deal with credit card issues. However, in time, we figured out that when the washing machine was returned, Best Buy did not credit my account for the washing machine hose, which amounted to 16.12. The two men who picked up the washer also took the washing machine hose. Best Buy credited my account for the 16.12. I then needed to call HSBC to let them know I was credited the 16.12 since they could send the past due to collection, if necessary.

I asked for his name so I could reference it if any new charges occurred. I understood the confusion but it's the customer service that really was disappointing, especially the people at the store. Never a "We are sorry about the stress" or an ounce of validation. Just "it's your problem...not ours" attitude.

It seems to me Best Buy needed to communicate to their bank and not me about the error. No more Best Buy for me and I am cancelling my card. Remember to write down names and document every time you talk to someone on phone or at store.

I have always enjoyed shopping at Best Buy until now. My son's computer needed to be repaired while he was working in Louisiana. We bought it at the Best Buy in Baltimore. We purchased the extended warranty so we took it to the nearby Houma Louisiana store.

When he first explained the problem to the salesperson, he was told he would have to purchase a new warranty because the work would perhaps not get done by the warranty expiration date even though we were giving it to the store before the warranty expired. This quickly got remedied as the store manager came in and resolved the problem. He was then told he would have to purchase an external hard drive to put his information on as they would need to transfer the information from his computer's hard drive to the hard drive he had now purchased for $60. The Houma store manager said they would ship the computer back to the Baltimore store. So far so good.

Several weeks later, we received a call from Casey **, the Houma store manager saying that the work was finished and that they would ship the computer to us as per our agreement but that they would not ship the external hard drive because "it is not necessary". So the hard drive that my son was told to purchase would not be shipped because Best Buy deemed it "not necessary." Casey then changed his story and said that they couldn't ship it because the external hard drive had personal information on it. But doesn't the computer's hard drive have personal information on it as well? After spending an hour on the phone and getting nowhere, I called the Best Buy 866 number where I talked to a Best Buy customer care representative, Kathleen. I explained the situation to her and she said she would talk to Casey and get back to me.

When she called back, she said that they couldn't send it because the Geeks had been sued by someone whose external hard drive was stolen and personal information was on it. She said that Best Buy would refund the cost of the hard drive in the form of a gift card. In addition, we were also charged $80, the cost of transferring the data from his computer's hard drive to the external hard drive. So now we have paid for work to be done that will end up being non existent since the external can not be shipped.

This is terrible customer service. I have paid for work to be done that is useless to me. The refund of the hard drive is great but to think that I am paying $80 for the transfer of data from one drive to another (which probably took all of about two minutes) and then not getting the drive for which the work was done is highway robbery.

My hope is that someone who receives this letter will do the right thing and refund the $80 for the work done or ship the external hard drive. I am forwarding this letter to as many consumer advocates that I can find. Please do the right thing and help.

He was told by Best Buy, "Sir, we have good sales online". Wow! I called Best Buy corporate to see what they could do to help him. They want me to buy him a new one. Basically, they won't do anything for him. Even went as far as to tell me their "VP and President" don't talk to people.

Re-post this if you think Best Buy is heartless .Help a soldier out, take time to email these corporate thugs. He is willing to put his life on the line for them, but they cannot even sacrifice a laptop for him.

I still have a $2500.00 charge on my Amex for a TV I didn't purchase, and now I must file a dispute with Amex and try to handle it myself. I could not be more unhappy with the treatment I received at Best Buy and will NEVER shop there again. Others should be warned of what can happen to them if they shop there. Now, I am stuck with no TV and a $2500.00 charge to try and resolve. Help!

This is horrible customer service. I spent a grand on a new laptop and now have to jump through hoops to use it.

I will never purchase from Best Buy again and will make sure everyone I speak to will know how horribly you treat you customers. I'm so disgusted with how the supervisor Ashley spoke to my husband. There really are no words to convey my anger. She refused to let him speak with anyone else.

Best Buy sells fraudulent products and passes the buck to the customer.

I am very dissatisfied with Best Buy and not pleased with the way they treat customers. For sure, I will spread my experience with everyone who wants to listen. I am upset with Best Buy.

I was a good customer of best buy until now. Now I see how customers are treated. I'm not lying, I was on the phone for 3 hours between Best Buy and Sprint. Best Buy tried to put it on Sprint and Sprint is putting it on Best Buy. And yes, Best Buy is to blame! You should rent the film titled "Give 'Em the Pickle" and have your staff and associates view it. Word of mouth with a dissatisfied customer goes a long long way, and I have a big mouth. I wasted my day on the telephone trying to resolve my problem, to no avail. Do not shop at Best Buy!

Who is going to protect my information. I do not have the time in my busy schedule to sit on hold, get no answers but continually receive emails for purchases i did not make. Who in this company is going to help me and take care of this information. I am tired of making phone calls to automated systems that do not understand what i am saying and wasting my important time with a 5 year old running around my house. Please, someone give me some help in the issue. Thank you.

Then we pick up the phone, and in the world of identity theft she begins to call someone. She asks for my card again and I watch her put my numbers thru on a touch tone phone. Then she says she needs to make an imprint of my card. I said that I was not comfortable with all of this bizzare way of doing business. I was told that the inprints go to the managers office. And then where? To the dumpster? Might add that I attempted to make this purchase in the evening after watching the news on hacking originating from other countries with reminders on what not to do. The Geek Squad was doing exactly what was "not to do". No answers. Only a lot of blank stares.

Last time in Best Buy. I believe that a business has a fiduciary responsibility to the consumer to make sure that transactions are secure - that is not happening. I am not purchasing an item from Verizon. I don not care about your issues with networking. Your marketing clearly states you are the experts. Experts don't make credit card imprints in calendar year 2011.

Here is the log file of the window body:

5:04 PM Technician Console has ended the session.

I have bought 2 computers from them both having to be sent back to get fixed and the second one was sent but not fixed when returned. Also the geek squad was suppost to get a virus off my computer for me recently which I payed for with a warrenty and it took them 4 times of me taking it back for them to fix it. I live 2 hours away thats a lot of gas money. Do the math on that back and forth 2 hours there and back. Also I cannot believe the customer service with best buy it is by far one of the worst places to have to deal with a problem. They are rude and dont seem to know how to do their job or care to do it even. I made a complaint with the BBB and want my money back for the Bluray player and then I will never even look in the same direction as a Best buy store again and advise everyone to stay clear of that place.

p.s. oh I almost forgot I had bought a $1000 television from them that they put in the backseat of my car which was fine but did it so fast and were in such a hurry didnt even give me the chance to get the blanket from my trunk so it wouldnt rip my seat in the back of my jaguar well it did rip and i decided in the end to not persue the cost of repair which i regret now. They dont care about you it would have taken me 2 seconds to get the blanket but no he just shoved it in there ripping my leather seat thanks alot

As we proceed to the cash register, I told the salesperson that I had a $100 coupon from Staples on any tablet and would they accept the coupon? They wanted to know if Staples had the product in store before giving me the price match. Upon telling the cashier that I do not know and what difference would it make anyway, she went over to speak to a manager then came back to tell me that I could not use the coupon for the Asus because they would not accept the price match.

Furthermore, I called customer service at 888-237-8289 then gave the same information to the customer service representative about the price match. I told them that my friend also bought the same tablet at a Best Buy in New Jersey. And even though they did not have it in the store, they ordered one for him and accepted the $100 coupon on any tablet or computer. Best Buy customer service rep gave me the "I would have to call the Best Buy you went into to buy the Asus Tablet and call Staples within the 25 radius from the Best Buy". After much frustration, I decided not to shop at Best Buy ever again. Lost customer.

PS: This is the second time that I went into that Best Buy and they would not honor the price match. But I did get PC Richards to match a Best Buy price for a PSP that they did not have in store and PC Richards matched the product with no problem.

I took it back to Best Buy and explained to them the situation. They claimed they would sent it off and after two weeks or so, they told me to come pick it up. When I arrived, they told me there was nothing wrong with either the item that they could find. I was working a lot and did not think of checking it as soon as I got home, so a week or so passed before I hooked it up again. Upon hooking it up, my monitor shut. From top to bottom of the screen, it was filled with colorful lines and then it cut off and would not come back on, then my computer crashed.

I took both back to Best Buy in Athens, GA and told them that they did not fixed the problem. They told me, "I'm sorry but your warranty has expired and there is nothing we can do without you paying for the services to get it fixed". I told them that they should have fixed it in the first place and I felt that I should not continue making payments on a product that does not work.

On June 21, 2009, I purchased a Toshiba Laptop (Model PSE10U-002003, SKU 9022979, Serial Number Y8385145Q) from Best Buy store #0383. At the time, this computer was a "Blue Label" computer that came with a two-year manufacturer's warranty. In August of 2009, I moved to Houston, Texas for law school. While in school, the computer began to run slow and the keyboard was often not responsive with the screen. In December of 2009, while on Christmas break, I returned home and took the computer to Best Buy store #807 to be sent off to service. I was informed that the repairs might not be complete while I was in Birmingham, Alabama. I then requested for the computer to be shipped to the Houston, Texas Best Buy. Upon my return to Houston, I retrieved my computer from the Houston location.

This summer, June 2011, I took my computer in again to be repaired by the Geek Squad at store location #807 because it had begun running slow and was non-responsive. I was told by the Geek Squad agent that the computer would be repaired in-store with a performance test. Approximately two days later, I received an email from Geek Squad saying that my computer had been received by the Geek Squad repair location to be repaired. About three weeks later, a Geek Squad Agent from location #807 called me stating that my computer was ready for pick-up. I arrived at the store to pick up my computer and I noticed that the hinges on the computer lid were broken and cracked. I also noticed that there were scratches on the lid of the computer. I brought this to the attention of the Geek Squad agent. He looked at the notes on the service order and saw that the agent who checked the computer in did not mention damage. The agent then spoke with his manager who told the agent that the lid will be replaced with the cost billed to the store. The Geek Squad Agent sent the computer back to repair.

Today, August 2, 2011, I received a call from Best Buy store location 807 explaining that the Geek Squad service center has decided not to replace the computer lid but simply replace the entire computer. The agent asked that I come into the store to pick out a new computer. I explained to the agent that I was back in Houston, as the school year is about to begin. I asked if I could do the "exchange" here in Houston, Texas; I was told that I could. I asked the agent to tell me the value of the computer and he informed me that he could not give me that information over the phone and that I would need to come in-store so that the value could be determined.

About 4 PM today, August 2, 2011, I arrived at Best Buy store #2510. I was assisted by Darrius, the Geek Squad Manager, and Jamel a Geek Squad Agent. Darrius informed me that in order to do the exchange, I would need to get Best Buy location #807 to "junk out" the computer. Because I am in Houston, he agreed to do this procedure over the phone. Darrius enlisted the help of Shirley, a customer service representative, at location #807. Shirley contacted Best Buy store #807 and spoke with Operations Specialist, Kellie **. Shirley informed Kellie of the issue. I did not at that time have an original receipt. Kellie informed Shirley that she could not do the junk out until an original receipt could be obtained. For more than an hour, Shirley and Darrius used various Best Buy mediums to try and obtain my original receipt. Because the computer had been sent off to service twice, they looked at service orders. When that did not turn up any luck, they attempted to find my receipt with various phone numbers. They even attempted to look up the transaction up by credit card number.

Store #807 admitted having the Product Type, Model number, Serial Number, and SKU. They also admitted to having my name, address, and phone number. The store even had the date of purchase, but they refused to issue me a Best Buy store credit because I did not have my original receipt. I contacted 1-800-433-5778, the Geek Squad repair center, to see if they might be able to locate my receipt. When the repair center could not locate the receipt, I became quite frustrated. Kellie informed Shirley that unless I could find my original receipt from two years ago, they would not authorize the junk out and there was nothing more that could be done. Darrius asked for Kellie to contact me explaining why they would not authorize the junk out. Darrius said that store #807 could issue a "no receipt return," but this was clearly at their discretion; Which they refused to do. Kellie was given my contact information and she said that she would call me momentarily. I still have not received a call from Kellie. It has now been more than 5 hours.

I waited for Kellie's call in the Best Buy store for approximately 20 minutes. When her call did not come, I informed Shirley that I was on my way home to see if I could locate the receipt. Once home, I found the receipt. I went back to Best Buy location #2510. When I arrived, I was told that Darrius had left for the day but I could talk with the store's General Manager John **. John was an amazing help! He listened to my concerns intently and immediately enlisted the help of Shirley to help me resolve the matter.

As I sat near, Shirley called Best Buy store #807 to inform them that I had located the receipt. Once someone answered the phone, Shirley asked to speak with Kellie. As I waited, Shirley was placed on hold for more than 35 minutes! When someone finally arrived to the phone, it was Tyler **, the Customer Solutions Manager. Tyler asked for the receipt information and told Shirley that he would contact me directly. Shirley stated that she would like to hold, if possible, because I had been informed earlier by Kellie that I would receive a call and I never received one. Tyler most rudely stated, that their store was busy with customers. Shirley responded, "Well sir, she's a customer too". Tyler then said, "I know that Shirley, the CSO". Very disrespectfully, Tyler hung up the phone while Shirley was in mid-sentence. I was utterly and totally disgusted by his lack of respect not only for me, the customer, but also for his fellow colleague, Shirley.

Shirley informed John, location #2510 General Manager, of this ordeal. John asked that Shirley send an email to Ryan **, the General Manager at store #807, documenting the events of today and requesting that Ryan contact John via his personal cell phone to quickly resolve this issue. Shirley and I waited for nearly 40 minutes for either Kellie, Tyler, or Ryan to contact me or Best Buy location #807. After waiting for so long, Shirley called back. An unknown employee answered the phone and Shirley was told that they would get Kellie to call her back. Finally, I became fed up and decided to call Best Buy location #807 myself. At this point, I had been in Best Buy location #2510 for over four hours!

I called and an unknown associate answered the phone. I asked to speak with Ryan **, the store's General Manager. I was told that Ryan was not at work. I then asked to speak with the manager immediately under Ryan. The associate put the phone down and I could hear as he spoke with someone about coming to the phone. The associate came back to the phone and asked who I was. I told him and again he put the phone down, this time for about three minutes, as he spoke with someone. He then placed the phone on hold. I remained on hold for approximately five minutes. While on hold, Kellie finally called Shirley back. At this point, I was tired and quite frustrated from being at Best Buy for the better part of my afternoon and being disrespected by at least two of your senior level employees. Kellie finally agreed to issue me a store credit for half the price of the computer! She agreed to FedEx the gift card to my Houston address. I finally left store number #2510 about 8:35 PM, almost five hours later.

My concern during this entire ordeal was Best Buy's lack of commitment to its customers. I have been a Best Buy customer for quite some time, utilizing Best Buy as my sole resource for electronics. I shopped at Best Buy not only because of its selection, but because of its knowledgeable employees and its commitment to customer service. Up until today, I considered myself to be a valued customer, but my interactions with Kellie and Tyler have changed my view of Best Buy. Perhaps, I could have been more understanding of this dilemma had Best Buy not damaged the computer. But Best Buy damaged my computer and then refused to repair or replace it without a two-year original receipt. I am so thankful that I was able to locate the original receipt or Kellie and Tyler would have been able to further dirty Best Buy's name.

Today, it became clear to me that Best Buy doesn't place value on the customer, rather value is placed on ensuring that Best Buy can "get over" on their most dedicated customers. This experience has left such a bitter taste in my mouth that not only am I telling all my friends and family about my experience, but I am also sending this letter to the Birmingham Business Bureau and the Hoover Chamber of Commerce. I want everyone I know to be notified of the kind of customer service they will receive if they shop at Best Buy store #807.

Kudos to Best Buy store #2510! Without their diligent persistence, I am sure this matter would have remained unresolved.

Thank you for your time.

After so many weeks of dealing with you agents, and thousands of mishaps, i can assure you I will never buy anything again from best buy. You are the most disorganized company i have ever dealt with.

I will only use amazon from now on.

There was an ink-blot on the top right of the screen and I barely touched it to examine what that was and it spreads quickly throughout the right side of the screen. I took it into my local best buy in Canoga Park California, and was told the warranty i purchased does not cover that. I purchased this expensive black tie warranty in assurance by a best buy representative that this covered all parts of the computer. I am totally in disbelief that your company sold me something for 250 dollars and was a complete lie. I need to hear back from someone immediately. If i do not hear back within a timely manner i will take further legal actions as best buys end of the contract was not upheld. Also, I had bought a tv in the past that also had a warranty problem. I need answers fast!

The General Manager named Jordan Varon called me on July-26-2011 night time, he said he has received my letter and will solve this matter with me if I can meet him at the Best Buy the next day July-27-2011 . I then went and met him with the damaged lap-top as scheduling at around 4:45p.m.. He said of his understanding that my insurance is not covered of such damage and something that is nonsense etc.. I felt he was not on the subject of the claim, I then asked him to provide me the policy that I signed on, and a request obtain a copy of it.

He denied it all and also refused to take my claim. He said to me that he is not going to give me anything and there is not such claim form for this matter, and pushed me to file a lawsuit if I am not happy with him. I then said to him that how am I going to prove that I have been in your store-Best Buy-to claim the insurance. He then handed me his business card and, kept denying to take my claim even on my several requests before I left the store.

So, 20 days later, I get a recording calling me an hour before they close. It said that my item is fixed and ready for pick up. The next day I went in after work to pick it up on my way home. They brought the item out, and I asked them before I left, “Can you turn it on and show me it works?” Geek Squad said they usually don't but they said they will if I would like.

They tried and tried, and then they said that it may have to take the same Apple start-up disc that it came with to get it to boot up. Then they said it may take a few minutes if I would like to take a look around. I walked around for 25 minutes at least; finally, to come back to the Geek Squad counter and have them tell me that the reason it won’t boot up is because of the dent on the side of the monitor, and the top of the screen is broken and coming off of the rest of the unit. (They told me it looks like someone may have dropped it during shipping. I don't understand why they would get the unit back, not start it up to make sure it works, and at least inspect the unit before they call the customer or have the recording call the customer to have it picked up.) So, I asked them if they were gonna replace this with a new unit. They said, no. They would have to send it back; have it repaired, and just have the parts that were broken replaced.

I told them that this is not fair, and that they broke my computer not me. It was not like this when I brought it in; so, they need to replace this new at their expense. They said that they cannot replace it unless the cost to repair is higher than the cost of a new unit.

They broke my computer not me; if I were to drop their computer and break it, I would have to pay for it. Why shouldn’t they pay for me a new unit?

Not to mention I was treated like **!

I did not understand how I had a virus because I had the anti-virus software from Best Buy on the computer.

I was told to call HP to get the "restore" disc for the computer and it would cost me about $20.00. Once I got that, they would repair the computer’s hard drive by replacing.

I called HP and they told me I needed the product and serial number. I had to call Best Buy back twice to get this information; then called with information, and was told by HP that now I needed the Build ID. I was now two hours into trying to get my computer fixed. I was told that Best Buy would not get the restore disk.

I had finally had it and asked to speak with a manager. Manager Matt was VERY condescending when I asked him for my money or a credit to my account back. I was done with the HP and Best Buy experience. He told me that I had not purchased the warranty and that I had a "virus". I explained that I had two types of virus protection on the computer--Norton and their pushed antiviral "web root". I was told that they "cancel each other out", and therefore are rendered useless.

I checked with another company who sells electronic equipment and was told that this is a complete fabrication.

Matt at Best Buy stated he was "the only one with authority at the minute” and refused to give back my money or a store credit because I did not buy the black tie plan. Also, that the virus was my fault even though I was told by the salesman that the Norton and web root would be fine together. When I told Matt about it, he basically called me a liar (wow), and he was not going to assist at all.

I was out of their 14 day return policy and basically lucky they were fixing my computer at all because I did not buy their "black tie" plan (even though the computer is still under warranty from the manufacturer).

Basically, buying their black tie plan ensures that you will be helped in case of the product being defective. Whatever happened to standing by a product that you sell in YOUR store that YOUR sales people recommend without buying extra insurance?

Seems like really bad business to me.

Then what does "full refund" mean and if the services were not returnable, don't they feel that it is necessary to know about that policy upfront instead of simply trying to cover it up with fine print that is on the back of the receipt. It's not like I got to read the back of the receipt before I made a purchase and before I decided on purchasing the services.

One week, later the screen inside cracked; not a mark on the machine, never dropped it, never damaged it, yet somehow the screen inside cracked--done! It was only a week old, and I thought there will be no problem, they'll just exchange it. Ha! I learned how wrong my faith in good business has been. After arguing with the so called "Geek Squad", and talking with customer relations, I was left with a $900 paper weight. They said despite there being no damaged anywhere on the computer, it was my fault. They said I had to break it. They even went as far as telling their management that I said I slammed the lid down. NEVER did these words or anything close to this ever come out of my mouth. That was where they really crossed the line. To not stand by your product, and then make lies to cover your ** on top of that--unacceptable!

So I spoke to Joe, but Joe said he would get back to me. Mellisa, the mobile manager, got back to me. She said that it would take 24 hours to get my phone; and if she couldn't get me my phone, she said she would replace it with a store phone (iPhone 4). I wasn't satisfied with the answer because I have travel plans for July 16; and I'm going to out of the country for a month and half. I needed to go through all my application and work on them to get my finances, budget and other applications up-to-date with my travel plans.

I'm going to go care for my grandfather who is getting a surgery done and I won't have time for anything else. I spoke to Monica, the general store manager, and she was extremely rude. She said, 'We will have an answer for you within 48 hours, and the answer might be "no answer on your phone".' She was extremely arrogant. I told her that I was extremely upset and she said that she couldn't do anything for me at all; and that she "might have a phone for me by Friday, July 15" . I feel that I shouldn't be treated this way. I don't deserve it at all. I'm extremely upset. My phone number is **. Huntington Station, New York's Best Buy general manager, Monica, is extremely rude.

A week later, they called and said it needed to be restored. I asked if the update messed it up. He said he knew nothing about it; he just worked at the desk. I told him to go ahead and restore it as it was still under warranty. When I went to pick it up, I was told there was a $200 charge. I asked why since it's still under warranty. He said that the warranty was only for hard drives, etc. I said I was not told there would be a $200 charge or I would never had it fixed there as I had my own restore CDs. I was not informed of a charge or was told that the warranty does not cover restoration.

This is the last computer I buy from Best Buy. I've heard many similar stories since I began telling mine.

Yesterday (within 14 days), I brought my receipt and my 10% reward zone coupon over to customer service. The cashier stated the coupons can not be used on Apple products. I asked her to show me where on the coupon it excluded Apple products and she could not. I then asked to speak with the manager, Jeremy **, who stated the coupon can not be used on Apple products. I asked him to show me where on the coupon I could find this and he could not. His next explanation was that the coupon does not "include" the Apple iPad and so therefore it is not allowable.

When I asked him to show me where on the coupon it excluded the Apple iPad, he stated the coupon does not include the Apple iPad and so therefore it does not need to exclude the Apple iPad. I felt this was a gimmick to get customers to come into your store with the thought that they are going to get a 10% discount. Unfortunately, after you read the fine print on what the coupon can and cannot be used for, the customer realizes that it's not worth it and still buys the item.

I purposely purchased the iPad from Best Buy because I knew I had a coupon. I could have easily went to the Apple store and purchased the same item for the same price. Not only is the coupon misleading, but the staff at Best Buy told me one thing at the time of the purchase and the opposite when I returned with my coupon. This is misleading and a terrible inconvenience to the customer for making the trip to the store. The coupon does not even mention tablets being included or excluded at all. The coupon, however, excludes Apple iPod and Apple iPad accessories.

I will always think twice before purchasing an item from Best Buy again.

Store is #581, my purchase took place on 6/17/11, reference number 0581002.

We waited until they came in and they were completely gone in minutes. So, every week I have called often being on hold for over half an hour and waited until the iPad2 were in. We went to the store to upgrade and they told us that this program was never offered. When we confronted the clerk, she said she did not remember what she said. We were sold these computers under false pretenses and want our money back or the iPad2 for the money we were quoted.

I saw there are many complaints against Best Buy. Please let me know what our options are. I am very mad. We would NEVER buy the iPad 45 days prior the new release without a promise like this. She is completely denying it. Thank you.

I am so upset. I have always paid my card on time and even more than minimum payment. When I pay my bills, I use online service and it just shows me balance, plus when the next payment is due online so I don't have to look at bill statements, which is supposed to be convenient. I didn't know that when you apply for credit, you are enrolled in Account Shield automatically, too. I made my payments on time but still my balance never seems to go down. When I called to find out why I have charges, they explained these charges to me. I think it's wrong for them to set minimum payment less than it costs you.

My minimum payment every month was around $25.00 a month but finance charges and account shield charges were more than this. How can your minimum payment be less than what they are charging you? I called to have this removed and they told me they could not remove this from account but could reduce the amount of fee to unemployment status. So this is probably why I didn't pay purchase in 18 months because my payments never went to the original purchase balance till it was too late. I think this is false advertising because they are making you think that any item purchased under this 18-month promotion can be paid off without interest. Your minimum payment should reflect this amount even though I didn't even know I was under this plan. They just made me think it was a promotion by choice which I would have rather purchased in cash or another credit card; since interest is more than what the item is worth.

I am so upset. I don't know what to do. It now has made my balance over the limit and they will probably charge me over-the-limit fee now. Help. I am never going to get the card paid off and am never going to purchase from them again.

I have spent thousands of dollars with you, however, I will never spend another dime with you because of the way I was treated. I told the manager that and he said sorry about that. My issue is simply you don't keep your promise and would not even help me get it repaired. So much for the helpful Geek Squad! Next time you tell someone you will do something, keep your word. I would have been happy if the manager would have at least helped me get it repaired for a charge.

I had to drive all the way home at 5:00 PM, find the box, ensure everything was included in the box that I purchased it in and drive all the way back. Then to be told they would not do what they told me they would do. I then had to go through several managers and the person who tried to help me and was told he made a mistake. Then walk out in the same situation with 2 hours lost. Now, I have a bad feeling about you and no way to fix my Garmin. Shame on you.

This experience has been inconvenient and discouraging. My family has now lived 7 days with out appliances! We were told by 3 different people, the salesperson (Aaron), the manager (Amanda), and a delivery person (Lee) from Best Buy in Princeton, NJ, that we're getting it delivered today! Now, after hours of waiting and making arrangements, we have no appliances. This has turned into a huge inexcusable hassle! We were told by Amanda (appliances manager), that someone in corporate changed the order!

This is a poor excuse. I also asked what she was going to do in order to get us the appliances delivered today. She said she tried and called everyone she could. She stated that the best she could do, was have the order come on Monday, 6/13! I then wanted a discount/refund/ or something to reciprocate the inconvenience your store and employees have caused my family. She said at the most, all she could give us is $50.00. Is that the price you pay to a family who has spent over $1,800 at your store, and has been waiting all day to only find out at 1:30PM, that their delivery has been changed? Unfortunately, this is one of the worst retail experiences, and mistakes we have ever experienced. Hopefully, our order on Monday 6/13/11 will be correct, and conveniently delivered! In the future, we will not be buying anything from your store! I am a very frustrated and sad customer. That's a total of 9 days without appliances.

I am this Best Buy's client, not the manufacturer's client. I want them to take this bad product and give me a new one in working conditions. It wasn't ready for pick up until April Order Number: ** . But once again wasn't ready to pick up until sometime in April.

We had to bring it home, hook it up, and it still doesn't work. I never saw it work at the store. The geek squad "forgot" to put my remote and paperwork back in the box with my TV, so now they have to mail it to me before I can have anyone here to look at it. I buy all my company's electronic devices; however, I will never buy at Best Buy again! Best Buy store managers need to take a Dale Carnegie course on customer relations. I'm going to follow this up with a call to the Consumer Affairs division of my NBC affiliate. This is a $600 lesson for me on Best Buy customer service.

I paid $285.00 for extended warranty. Joe ** registered extended warranty and HP warranty in his name using his email of ** with telephone number **. My husband was arrested for a private matter on 3/1/2010 and remained in jail until June 2010. On April 1, 2010, I was opening the laptop monitor, only to have the laptop base literally crack in half almost causing the monitor to detach from the base.

I took the manufacturing defective laptop to the same Best Buy where I purchased it from and was denied my claim. The store manager said that I wasn't the registered owner for either the laptop and/or the extended warranty and they couldn't honor the claim. I reminded them my name was on the both the purchase receipt for the laptop and the extended warranty and that it was my credit card that paid for both. The store manager said it was a "community property state" and that I still wasn't authorized to file a damage claim and that my husband had to file the claim. I tried to explain to the store manager that my husband wasn't going to be able to do this for a little while. The store manager reassured me that the delay wasn't going to be an issue. In the meantime, I had no laptop to use. My husband was released in May 2010.

I tried to file a claim on the internet and was told he had to come into the store. On the way to the Best Buy store, the laptop was dropped and shattered due to the faulty workmanship that caused the original damage, thus, compromising the integrity of the laptop's structure. In June 2010, my husband, completely furious, went to a different Best Buy, hoping for better customer service coupled with their desire to honor the "no fault" extended warranty. The store manager of the new Best Buy took the damaged laptop and filled out all the appropriate paperwork for the claim. About 2 weeks passed and we hadn't been contacted by Best Buy, so my husband called the toll-free number for Best Buy, only to be told the extended warranty had been canceled on April 1, 2010, and therefore, Best Buy couldn't replace the laptop for free.

Best Buy, however, felt really bad about the entire situation and had compiled a repair estimate for the damaged laptop. It would only cost $1,075.57 to repair the damaged $795.00 HP laptop. After a heated argument and the police being called, claiming we had been denied service and had been told to leave the store, we refused. After showing the police officers our documentation, they declined to oblige Best Buy allegations and left, advising the store manager to not file another "false police report". After another hour of no headway toward normalcy, we left very angry and disappointed.

We called the toll-free number for Best Buy the next day. I was reassured that our laptop was covered and they were going to replace it for free. All we had to do was go to a different Best Buy and pick out our new laptop which was up to $795.00 value. When we arrived to do as instructed, we were advised that the extended warranty had been canceled because accidental damage wasn't covered. We were told that we needed to let them know about the repair estimate within 24 hours. Needless to say, we left a.s.a.p., very angry again, but didn't want to get into another argument with Best Buy. We did ask this store manager if we had "stupid" tattooed on our foreheads before leaving behind our destroyed and worthless laptop with no refund for the canceled warranty and definitely no customer service.

We figured it was a total loss and never contacted Best Buy again about any issue. On May 16,2011, we received a renewal notice for the alleged canceled extended warranty. The Geek Squad confirmed the warranty was still active but that it was our fault for not returning a message left on **. We have no idea who this number belongs to, not to either of us, ever. Plus, the Geek Squad supervisor, Bruce, initially stated that the extended warranty had been canceled because accidental damage wasn't covered. I asked where the refund was for the difference of more than a year of unhonored coverage. The supervisor said that we were not entitled to a refund because Best Buy had to cancel the extended warranty due to the fact that accidental damage wasn't covered.

Once again, I quickly found myself in a never-ending cycle of absolute insult delivered by Best Buy and the Geek Squad. I finally interrupted the Geek Squad supervisor and said, "Do you really think your customers are ignorant and cannot fathom nor understand when they are being cheated?" The supervisor told me that he was going to terminate the call if I didn't change my attitude. I advised Bruce that jobs are mighty scarce in this county and that if he terminated the call and didn't provide clear and straight-forward answers, I would file a complaint Consumer Affairs.

Suddenly, I had the supervisor's attention. He put me on indefinite hold and returned after 28 minutes of hold time. Bruce advised me that the extended warranty was still active, however, accidental damage was not covered. He said that I was entitled to a refund of the difference between when I filed my claim in June 2010 to now but that we had to go to the Best Buy store that issued the warranty in the first place to request the refund. To be fair, Bruce did offer to cancel the extended warranty today while on the phone now but couldn't offer any sort of back dating, We declined his offer. Bruce then offered a tip to ease our request. He said that the way to really get this problem resolved was to ask for an Operations Manager. They are the only ones that know what they're doing and will handle our request for a refund as quickly as possible.

To date: 1) Best Buy has possession of the damaged laptop since June 2010, depriving us of any possible salvage of parts to try to reduce our costs of new replacement; 2) Best Buy and/or the Geek Squad never contacted either my husband or myself about any of our issues. They had my husband's email address from the initial warranty registration and our new, correct phone number since April 1, 2010 when I attempted to file the first claim; 3) Best Buy has threatened us with the police; 4) Best Buy and the Geek Squad has repeatedly insulted our intelligence not only as educated consumers but private business owners, plus my official title is "Dr. Rabiah **".

My husband is equally well-educated, plus he was a regional manager for Best Buy for many years before re-enlisting in the US. Army; 5) Best Buy has refused to refund our money for the warranty they canceled last year; 6) Best Buy and the Geek Squad have refused to accept any responsibility for their misleading information regarding the extended warranty; 7) Best Buy Corporation has declined to even apologize for any event during the entire fiasco; 8) We still have to file a "request for a refund" and pray this time all will go well, especially if we remember to contact an Operations Manager since no one else knows what they're doing at Best Buy.

I just need help to exchange my open box computer for a new one. Maybe that's why they returned the computer. This open box computers cost me around $2000.

Not very happy with this option, I still was willing to give it one more try so I went to get the new item to exchange. It turned out they had no more in stock so I was told I needed to drive to another store to make the exchange. Already not wanting to replace this product, I asked to speak to the manager again. I told him I was not going to drive to another store to make an exchange for a product that I don't want. He stated that I need to do the exchange and spend another $5 to get it professionally installed. I said that I was not going to do that.

I just want to return the item and store credit would be fine. He stated that if I continued to argue with him that he would not even let me exchange the item. So I asked if there was any other solution. I said that this item wasn't listed on the items that are not exchangeable which was posted next to the service desk as I read him the "non returnable" items. He said that this item is indeed not returnable because it is not in it's original condition and no there is not other solution.

I asked if he wanted a happy customer or if he wanted me to walk out and he said to walk. As I was walking toward the door a customer in line stopped me and said that he had heard the discussion, he showed me his phone and said by the way this is their professional installation of a screen protector. I looked at the screen and saw bubbles all over. My install was so much better. So now I'm stuck with a defective $30 screen protector unless I drive to another Best Buy and pay them another $5 to install it and make it look worse then what I already had.

No lawyers take these claims that I could find. I lost my business and suffered for many months, and still have damage that they will not take care of. This company does not stand behind its customers in any way I have seen and is deceitful in how they practice business. This happened in 2008 and justice must prevail. I will post anywhere I can on their practices and how they done me.

The following day, I had to drive all the way back and return it for another and now, this TV has broken too. I spent $1,400.00 on this TV and there is no reason why I should have to spend $300.00 more on an extended warranty just to make sure this product works. Anyway, I took the TV back to Best Buy and was told by the store manager that there was nothing they could do to for me and I was basically stuck with it. He didn't even give me the option of having his store take a look at it at my expense. If this TV would have lasted for at least four years, I would have considered at least getting my monies worth out of it. But spending $1,400.00 and the product only worked a little over two years is ridiculous. I will no longer recommend this company to anybody ever again.

I waited and heard nothing between the 7 to 10 days for a part. I called, they just said it wasn't in and did not even care. No sorry, nothing. Then on the 8th of April, they left a message saying that I had an appointment that day but the part had not come in. So on Monday the 11th, I called and told them that I needed a phone call to let me know when I have an appointment, not on the same day for I do not sit at home 24-7. I have to travel to Chesapeake a lot due to my daughter's illness. I said that I would be out of town starting Tuesday for my daughter's surgery, so they said they would be here on Friday and that the part would be in Thursday.

I made arrangements for my daughter to have some help so I could be home. Well, on the 14th, they called and said that they mailed it to the wrong tech and that they have to mail it to the right tech. I don't think it should take this long and they were just giving me the runaround. Not 5 minutes later, the main office called me just to say that they called and advised me of why so many calls and no fixing? I have had it with these people. The number to Best Buy is 549-4828, warranty is 1888-237-8289, audio-video 336-996-1775 and the main office for audio video is 406 268-4084. 757 238-8400 is one of the shops but don't have the name. Thank you.

About a year later, I opted for an upgrade phone, and tried out the newest model of same brand name as the phone I was upgrading from. Not being satisfied with it, I'd switched to another that claimed to be very reliable. Now after several months (but less than a year), that phone doesn't work, and after bringing it to Best Buy to have it looked at, I find out I'm not covered by any insurance.

The Sprint insurance I'd always had on my past phones never seemed to lapse, or have to be re offered during each new purchase, so I didn't think to even ask the next Best Buy sales person to insure my newest phone, and none of them had offered a plan during my new purchases. I was left without insurance, and Best Buy Costumer Relations is not taking responsibility for it not being offered.

Since the purchase, the device constantly locked up during operation. My wife was not satisfied with the purchase and wanted to return it. I took it back today for the return (within 30 days) and was denied any help. Now, the manager told me that the return policy is 14 days and not 30 days. I was denied the service even after I informed the manager about my prior understanding of the 30 day return policy. Now, I am stuck with a product that I am not really happy with. I have decided not to do business with Best Buy in the future and cancel my credit card account unless Best Buy honors my request and returns the product.

Unfortunately, I am a college student and lives on campus. I returned to Best Buy within two weeks. When I went for the second time, I was told that although I was charged for what was previously stated nothing was done to my laptop. In other words, it wasn’t repaired and the reason is because the Geek Squad needed a restoration disk. Being that I live on campus and have moved, I explained to them that I did not have it and the person who attended me said that the restoration disks can be ordered by the Geek Squad and that I did not need to search it myself.

Two weeks later, I went in there for the third time to pick up my laptop. And this time, I was told that nothing has been done to it due to the restoration disk not being installed into my laptop. The person who attended me this time explained that best buy does not order restoration disk for customers, and that he himself had the same laptop model and was willing to use his restoration disk with my laptop. I agreed to come back in a week. And a week later, for the third attempt to pick up my laptop, I was told nothing was done to it and the reason this time is because my hard drive had completely crashed and there was no way to fix it without buying another hard drive.

For the third time, I not only had to wait about two and a half hours to speak to a representative due to Geek Squad poor customer service but I was told that this time my laptop would get repaired and that they would call me regarding my laptop. It is February the 2nd, and I have not gotten a single phone call regarding my laptop.

The savings are offered by Best Buy when you buy a new computer, which I did. I don't see why I should call MS on my dime when the agent that assisted in my purchase simply failed to include the offer for the $20.00 savings. The store or the company should just rectify the situation. Instead, one person on the phone was extremely rude and yelled at me before she hung up. The second person I spoke to kept asking for a number that was supposed to be on my receipt. Although I read him all the numbers on the receipt, he said he couldn't help me and hung up on me.

This is unacceptable and it seems that my inconvenience is of no importance to their company. I then ask if there is a director of customer care that I can speak with and she says that she can direct my call to the corporate offices to speak with someone there. I talked with a guy there and all he did was reiterate what the previous supervisor said. I asked what Best Buy is doing for me for all this inconvenience and he didn't respond to my question but instead said that all they can do is schedule an appointment or I can choose to call the manufacturer. At this point, I've lost my cool and feel like I'm getting the runaround. I got nowhere with this guy and he couldn't direct me any further up the chain of command.

I wrote an email to Brian, the CEO and Lisa, the customer care relations, about the terrible customer service I have received. They don't care about my inconvenience; I just have to play by their rules. I get a response back from the company, at 4:57pm the next day, saying the same thing everyone else has said that all they can do is schedule an earlier appointment. They don't care about me after I've purchased the product and the service agreement.

How could purchasing a service agreement mean waiting to have something looked at according to their time schedule which is a week and a half away. I got the same kind of treatment when talking with Samsung. They need to have a technician come to the house and I haven't heard from this so-called technician to schedule an appointment. I'm disgusted by the lack of customer service within these organizations. They could care less; they have their money.

My daughter Nah'kia opened up her gift (Toshiba laptop) on Christmas day. She had only used the laptop for 2 days before we discovered that the left side of the screen was dark. On December 27th, we returned to the Best Buy store with the product and explained that the product was defective and we would like a new laptop or our money refunded. The store refused to exchange the product or return our money. Best Buy said that the only thing that they could do was return the product to the manufacturer for repairs. Best Buy shipped the product off for repairs with an estimated date of return on January 4, 2011. When we went on January 4th to pick up the product, they informed us that it will be another 3 to 4 weeks.

We are very disappointed because of the amount of money we paid out for the product and a one year warranty, only to have it fail to work properly 2 days after Christmas. Our daughter was heartbroken that her brand new laptop had a defect so soon. We would like our money refunded so that we can purchase a new laptop from somewhere else, but they refuse to give us our money back.

This matter is a due hardship for my daughter because the sole purpose of us purchasing the laptop before the Christmas holiday started is because we wanted our daughter to have a computer before she returns to colleges for the Spring Term. Classes start on Monday and she is left without a laptop because of their faulty product. We are very disappointed with Best Buy's lack of concern and failure to give us a refund or offer us a new computer.

We no longer trust the product (Toshiba laptop) from Best Buy and feel that there will be further issues occurring with this particular laptop in the future. We would be a little bit more considerate if the product was a few months old after it stopped working, but since it only lasted for a couple of days after using the product, I have no sympathy for Best Buy nor their faulty product. We own a Toshiba laptop that we purchased 2 years ago from Comp USA, and the product has not failed us yet, plus our warranty is still active. I have no idea if the product was second handed, but I do know we don't want this item back. We have no plans of continuing to do business or refer customers to Best Buy.

On the third time, we take it back and it now shows that the wireless card is not detected. The Geek Squad tried to reinstall the driver but that does not work. So, we were forced to buy a USB so I can pick up wireless. The laptop starts acting up more, the fan will not shut off and is loud. So, for the fourth time, we take it back and my boyfriend and I are both furious. He explained to them that HP support will not work on it because it was not bought directly from HP. So they advised us that they needed to send it in for repairs at their service center in Chino.

Two weeks later, my laptop comes back and Brandon claims that he examined it and it was all working. I get it home and find out that everything was wiped out. They replaced my hard drive with a smaller one. Mine came with a 650mb HD and they put in a 500mb HD. They said that my wireless was working as well as my speakers, definitely not! I spent three hours on the phone with Norton and they told me that I have to pay to put Norton back on since I do not have any more keys.

I called Best Buy and talked with Chris. He said to bring it in and he will put Norton 2010 on it for me. We also noticed that all my speakers were not working again. Chris tried to install the driver and it did not work. So it had to be sent back to their service center again to be fixed. I was told that they had to reinstall the OS, the hard drive, and put three new speakers in.

Today, we picked it up and--lo and behold, it still is not working. This is a 3-month old system and it is not working. Best Buy will not replace it unless it is sent in for three or more services. I am a college student and I cannot be without my laptop. Also, one of their Geek Squad members put on the service ticket that my machine was filthy dirty. What a **! My laptop always sits in a case with a cloth over it and it is never dirty. They claim that they cannot send items in for repair unless they have empty boxes. They quote 2-3 weeks for repair and 5-7 days for priority level 2 but that never is the issue. I am sitting for 1 month without a working laptop and it has to be sent back tonight for the third repair.

I use my laptop for school and work and was forced to not be able to work or use my laptop for classwork. My boyfriend is so pissed as well because I do not have a working laptop and Best Buy keeps giving us excuses. All I want is our money back so I can go somewhere else and purchase a product that is good. I cannot afford to have my hard drive wiped away or replaced again. I lost all my documents and pictures on the hard drive because they never informed us that they were replacing the hard drive.

My name is Julian ** and I have recently had some issues with a product that I had purchased at Future shop and I wanted to discuss the problem with someone at the core. I had purchased a battery for my MacBook on Saturday, December 4th at the South Keys Future Shop in Ottawa, Ontario (B1 - 2210 Bank Street, Ottawa, Ontario, K1V 1J5). It had a security magnetic strap around the box, which was removed by the cashier at cash number 2. I left with the box and went to install it into my laptop at my home. I pulled it out of the package and noticed that it was in horrible condition. Red scrap on the unit, scuffs and scratches all over and when installed, it could not hold a charge according to my computer's "profiler program". I returned to the Future Shop location in South Keys to exchange the unit for a "new" model the next morning (Sunday, December 5th).

The first thing I had pointed out when the customer service representative came to assist me was that the serial number on the battery did not match the one on the packaging and that the battery was clearly used and had obvious wear and tear on it. This representative immediately went to find the floor manager to assist me with my problem. Ramala ** was the floor manager that day and she would not spend more than one minute with me to explain that she would not take it back and that she did not have time for me. Ramala: "I have a million things to do and no time for this". She then walked away and left me with the sales representative who could not do anything for me as her superior had advised her not to.

I asked the customer representative when the GM was going to be in the store so that I could discuss this issue with him. She said "Tuesday and Friday". I was away on business until the Thursday so the Friday was my only option. When I arrived on Friday at 9:55AM, I waited for the store to open and immediately went to the customer service section to discuss with the GM my issue. Justin was the fellow who was working the desk that morning. He spoke to a manager that was at the store that morning right away after I explained the above story to him. This manager (I failed to get his name) had sympathy for me and immediately went to get me a new battery unit and apologized for the trouble. He returned with a battery and Justin began the exchange process. Only moments into the process, a "Regional Operations Manager" named Damian ** ran from the backroom saying "do not give him the battery".

This was when he pulled out his Blackberry and read to me an email that Ramala ** had sent to him stating: "A guy came into the store on Friday the 3rd trying to bring back a battery and then repeatedly attempted to exchange the battery at that same location as well as other locations in the Ottawa area". She then had supposedly quoted me "I will try to return this at other locations". This is false and entirely fabricated. I came to the store once on Sunday, attempt number one, and then the next time on Friday the 10th to speak to a manager. I do not understand how I could have attempted to return a product on Friday the 3rd when I had only purchased it on the 4th. Damian ** at least spent some time with me and listened to my story as I truthfully tried to reason with him and have him understand that I honestly left that store on the preceding Saturday with a used product.

Regardless of the truth, he was unable to provide me with an exchange as policy would state that it would be simply "impossible" for me to have left the building with an open box nor to have even picked it up off the shelf in that condition. I asked him to please review the security cameras to see that in fact, the box had no plastic wrap on it when I made my purchase. Only a magnetic security wrap. He refused to do this as he felt the video evidence would be "inconclusive". I then left and assured him that I would no longer shop at Future Shop. He was not bothered by this at all.

I am writing this email for two reasons: 1) I am obviously upset that the supposedly "new" product I had purchased from Future Shop turned out to be used and essentially, I wasted $192.00 on an empty box. 2) I am outraged that a floor manager would fabricate a false event to this degree based on absolutely no evidence or theory. I hope to receive a reply from a more experienced customer representative as well as a review of the staff members at this location. This was not the proper way to deal with a client and I do feel that Ramala ** will tarnish the public appearance of Future Shop with this sort of behavior. All my contact info is below. Please feel free to review my recorded file by last name to see that I am a loyal customer of Future Shop and until now, spoke nothing but good things of the products and services offered.

I have had communication since and I can provide all copies of discussion. However, I have not had communication from them in 9 days and the discussions that we had in result of my email above were very impersonal and unhelpful. Essentially, they have asked me to go back to the store to resolve the issue. Again, if you would like to see the other emails, please let me know.

When I got the TV, I took it home unboxed and w/o the stand as I bought a wall mount. She gave me such a difficult time I threatened to take it to the door and throw it on the ground and tell people outside about their policies that are not consumer oriented. Finally she knew I meant business and would have it removed from my charge card so she deducted $80.00 from the price and took it back, I know from personal experience that making it difficult for a customer is poor business. I have spent thousands of dollars at Best Buy but will never buy from then again. There are too many places that want my money and would bend for a good customer. One happy customer tells a lot of people but one unhappy customer will tell everyone. I do not like their policies or pressured add ons.

The Geek Squad sent a repair person. They replaced the "main board." Now 2 months later it is doing the same exact thing. We are on our second repair. We were told it needed to "fail" 4 times before they would consider replacing it. To add insult to injury they also offered an extended warranty plan. This Insignia brand TV is a lemon. I would not recommend buying one.

No such call or attempt was made. The CSR said she would send a request to corporate to find out why the order canceled and someone would contact me within 72 hours. I had a custom card printed with the computer specs, photos, and the estimated delivery date (12/28/2010-12/29/2010) and wrapped it for my daughter to open on Christmas. My theory is Best Buy was unable to fulfill the order as promised and used a default excuse to cancel the order. The end result being me looking like a liar to my daughter and giving her a great disappointment after she is so excited at receiving this laptop this week. I use merchant accounts in my business and know that if there is any information mismatch, the card will not pre-authorize; so since my card had been pre-authorized, that the reason for cancellation being unable to verify information is false. My funds are tied up in the pre-authorization of my debit card and my daughter not being able to receive her laptop at the time promised will cause irreparable disappointment. She has a history with psychological problems and this type of disappointment is very damaging.

I ordered a wireless phone from you online that states that it includes $15 airtime pursuant to the description of the product of what is included. But after activating the phone, no balance appeared. I wrote in earlier regarding this but have not gotten a response understanding that maybe it's Christmas. I called this morning (12/27) regarding this issue. I was told that I have to call AT&T since BestBuy is only the third party selling the item. I called AT&T and explained to them what happened. The AT&T rep was extremely helpful and tried to resolve my issue. He said it's a BestBuy promotion and not theirs.

I gave him the website showing the phone I bought and he actually called BestBuy to figure out the issue. He spoke to them and was surprise to find out that I had to buy $15 airtime before I get the $15 since it's not stated as such on the website. He said I'll have to call BestBuy again. I called and spoke this time to Liz who just said this is procedure and that I need to buy $15 before I can get the $15.

I asked where does it say on the website and she couldn't say so but kept repeating that I had to buy $15 before I get the $15 in a terse tone. I requested to speak to her supervisor (Edie **) and he said the same thing. He added that it says on the website that I have to activate the phone, meaning including buying airtime. I asked how a customer is supposed to know that. He said that I have to call customer service like I am doing right now if I didn't know.

Are you serious? Is every customer supposed to call before buying something to confirm whether the website conveniently did not mention the terms in detail? He also added that the website does not indicate a $15 airtime "card", just $15 airtime. At this point, I was flabbergasted. Clearly, the website did not mention at all that I have to buy $15 in airtime. How is one supposed to know this? What I know is that it clearly states that I get $15 airtime. BestBuy is being exceptionally dishonest in using word games to trick people into buying the phones and then make them buy airtime. Can you honestly say that it is clear from the website?

It's not even remotely a question that occurred to me wondering whether or not I needed to do something else before getting the $15 airtime. If your company desires to be truthful and not mislead your customers, I suggest you change your advertising tactics. This way, I wouldn't have wasted 2 hours on the phone and online trying to resolve this issue. I'm not sure whether you will be providing me with the $15 airtime but will wait to hear back from you. By the way, this is the item: **.

I wasted my time trying to deal with customer service. I will return the item if they do not give me the $15 airtime and will never shop there again.

The managers pretty much called me a liar and said there was no way they could have gotten a virus on the computer in the store. When they tried to find the anti-virus software that should have been installed on the computer by the Geek Squad it was no where to be found. I was treated so badly by 3 managers and one customer service associate. We left with no resolution! They did nothing! Buyers beware! I spent $400 dollars on an infected computer, which was not my fault. I was told they could look at it in the Geek Squad for $200. I should have just bought the computer at Costco for a little more money and would never have had to go through this. Do not buy anything from Best Buy.

Needless to say, this has been a terrible experience and I will share it with everyone. Then the small print says if it does not get there by Christmas we will ship free and you will get a $20 gift card. I had to bring it up to the rep who was unfamiliar with that policy but did add the card to the order and said it looked like it would be charged to my credit card but she would try and fix it. The customer service reps were friendly and helpful but the order process must be computerized and a mistake like this is inexcusable (the order saying it was in stock and would be shipped that day). A phone call letting me know about the back order would have been helpful.

That company is called Socal Tech. They came out and cleaned the filter. They said nothing was wrong with the unit other than a dirty filter. The service guy said there can be no heat on the unit and having the heater in in the house could cause a problem. (Yeah, right) Well, we put two air condition vents next to the unit to keep it cool. Also, he said to clean the outer removable filter every week which I do. The unit seemed to work okay. In April 2010, the Unit started overheating again; this time the lamp went out. We called Best Buy and they said I need to call the manufacturer as it is under manufacturer warranty still. When I called Sanyo, they said I needed authorization from Best Buy and I need to ship the projector to them at my cost.

Best Buy said they had no clue as to what number they were talking about, and further said that I cannot ship the projector to Sanyo. Best Buy said I need Socal Tech to pick up the unit. I did exactly what Best Buy said to do. Socal tech contacted the manufacturer and they said that I, as in the Owner, must ship the product.

Finally after 3 weeks,Best Buy obtained a lamp and replaced the filter, cleaned the unit and fixed the Lamp. Okay, all happy, right? No, the unit began to overheat again in November and the lamp went out again. This time Best Buy said, "Oops, we sent you your one time lamp replacement from your Best Buy warranty already. It's not covered anymore. Apparently, Best Buy rather than getting the lamp from the manufacturer like they said, got it from their stock and charged my warranty the one time replacement. They stated that nothing is wrong with the lamp despite my repeated argument of why the unit continues to overheat particularly when there are several fans inside and an air condition vent blowing cool air on it.

After talking to over 30 different people at Best Buy including upper management, nothing has been done. They said if there is an underlying reason why the unit lamp keeps blowing out, they will not fix the projector. They blamed me, that I did not have the unit serviced properly. It needs to be serviced once every year. Even though they have it in their records that they serviced the unit 6 months prior, they are still blaming me. It is now 4 weeks later and nothing is being done to fix my projector. How can Best Buy boast a great warranty department when they don't honor their warranties? If this had been Sears, this would have been taken care of at the words, "Hello, can I help you?" Sears rules, Best Buy sucks.

According to Best Buy, they denoted the TV to be damaged and assumed that we damaged the TV. There are two senior adults in my household and no children. We picked up the TV with care and put it together very carefully, but Best Buy did not want to even consider that there might be some type of defect with the TV. After speaking to the manufacturer (Panasonic), they were no help whatsoever as well. They told us that the best they can do is give us a discount on a new one. It was only 15% off of any new TV but retail price is not on their online discounts and that would mean we would have to pay the same price we paid for the damaged/defective TV. Why would I pay for a new TV that they did not want to exchange or replace for more than what I could purchase somewhere else for less? Why purchase an extended two-year warranty if they are not going to replace defective TV that stopped working less than two months later?

Well, we are out $949.08, the cost with the two-year extended warranty ($89.99) and again Best Buy did not want anything to do with us after their expert came to see the TV to our residence. We have a brand new TV that is in the garage and a piece of junk, since replacing the screen will cost the same as a new TV. Also, we called Best Buy to see if they will refund the extended warranty we purchased but they said no, they do not return the warranty under the circumstances that they denoted. Again, less than two months later, TV is no good.

When I got home, I tested the tapes; only one of them worked. I took the tapes back and told the guy at the door they didn't work and he said he remembered me from the last time. I told the guy at the return counter and he said I couldn't return the tapes because they had changed them once and you are only allowed to make one exchange. I told him to give me store credit or give me my money back and he said he couldn't do that and called a supervisor. When the girl came over and he told her what was wrong she called another person. He took the tapes in the back and said he was testing them. He called another guy that called himself the Geek Squad. They said one of the tapes didn't work but the other one did. I told him it didn't work on my machine. He wanted to know what type of computer and laptop did I have and I told him. He said maybe the computer wasn't compatible, and that it had to be a Windows 7. I told him I had a Windows 7 PC and it didn't work, so he wanted to give me the same tape and I told him no and he said then there is nothing he can do about it because the tape was open.

So then my husband asked him how do you test a tape if you don't open it. He said you should know what is compatible to your computer. He refused to give me store credit or let me get something else in the place of it. He said the only thing he could do was give me back the same tape. So I told him I would take it a step further and he said you do that, but, before you do, read this, and he pulled a receipt off the computer and I told him I wasn't reading anything because I would take it a step further. So he refused to give me back my money and this is why I am writing to you, because I don't think I was treated fairly. Oh yes, he said for me to bring him my computer and let him check it;maybe he knew more about it than I did and he could make it work.

I took the tapes back and told the guy at the door they didn't work and he said he remembers me from the last time. I told the guy at the return counter and he said I couldn't return the tapes because they had changed them once and you are only allowed to make one exchange. I told him to give me store credit or give me my money back and he said he couldn't do that and called a supervisor. When the girl came over and he told her what was wrong she called another person. He took the tapes in the back and said he was testing them. He called another guy that called himself the Geek Squad.

They said one of the tapes didn't work, but the other one did. I told him it didn't work on my machine. He wanted to know what type of computer and laptop I have and I told him and he said maybe the computer wasn't compatible and that it had to be a Windows 7. I told him I had a Wwindows 7 PC and it didn't work, so he wanted to give me the same tape and I told him no and he said there is nothing he can do about it because the tape was open. So then my husband asked him how do you test a tape if you don't open it. He said you should know what is compatible to your computer. He refused to give me store credit or let me get something else in the place of it.

He said the only thing he could do was give me back the same tape. So I told him I would take it a step further and he said you do that, but before you do read this, and he pulled a receipt off the computer. I told him I wasn't reading anything because I would take it a step further. So he refused to give me back my money and this is why I am writing to you, because I don't think I was treated fairly. There was no physical damage other than the fact that he made me angry as sin and that's a nice way of putting it.

In that process, my order was lost, therefore it was necessary to start over with a new order number. I am upset because I was not informed of these changes and once they did find out about my dilemma, no one could make any provisions for me to get this item immediately. I contacted the office to advise that I'd like to voice my complaint and was told to contact the Best Buy store (Mobile Phone Dept).

I contacted them and was put on hold for approximately 10 minutes! Someone finally answered and she put me on hold several more times and in turn connected with the Consumer Complaint Dept. They left me on hold for an additional 20 minutes, and just as they wanted, I hung up. How ironic that the CEO, Brian **, is the first initial contact when you dial, but the waiting and lack of help is ridiculous. This service is unacceptable and I want to know what your procedure is to make amends.

This is considered a 'non-refundable service' by Best Buy. The right thing to do was to fully refund my money on a factory defected laptop that was returned within 48 hours. I lost that service when I had to return a factory defected laptop so I deserve a full fund. This is a nasty trick done to the consumer. Also it was a HP 6-3155dx/core 13. Letters will go out.

I am upset and called Best Buy to ask what happened. They cancelled for the 3rd time and told me that it would take another 7-10 business days for my account to be credited. It has been 10 days from the last cancelled delivery and there is nothing in my account. I called Best Buy and they told me that they were going to send the notes to the credit department and I should wait another 7 - 10 business days. It’s been a month and they are just giving me the run-around by telling me the same excuse of their procedures. I am moving out of the country soon and I need to pay for some of my moving expense and the money is stuck!

Well, the chopper I ride is a $ 38,000 chopper. I'm real sure it isn't against the law to be a biker. I'm always clean. I never wear anything that has the name of the bike group I belong to. I won't even wear anything that say's Harley Davidson on it. The store manager told me when the first phone was broke. They don't want my kind in their store. How would they know my kind? They don't know me. I’m a retired United States marine. I need an apology and the iPhone fixed. And if I was to decide to ever shop in that store again, I need not to be followed and treated like a criminal.

I have put three requests into them and it has been turned down and the message left on my answering machine today from an Angie from their corporate office stated that since the TV repair company had ordered the part they were denying the replacement, that I needed to continue with service and they would allow for the repair. Nowhere in the $500 additional warranty that I purchased does it state that if the part was ordered, they would not replace the TV. It clearly states that upon the fourth failure, the TV would be replaced. When I questioned them on it, they could not give me a straight answer but just kept repeating they would allow the repair since the part had been ordered.

Right after such disclosure, on 11/11, I sought to return the computer to Best Buy and have it replaced by them. The store manager advised that the two week time after its purchase to return the computer had expired and refused to accept it advising that he was willing only to send it to HP for repair provided that I sign a document he offered which provided among its conditions that it was subject to conditions in a Service Order Disclaimer form which was unattached, acknowledge that the computer may have been damaged prior to that date provided that they would have no responsibility for any damage caused by them and limited their responsibility to the $29.99 paid to them for their services.

I refused to sign such an outrageous document as a condition for leaving it with them and they refused to even acknowledge the fact of its return. They threatened instead that it would be treated as abandoned property. The manager ignored my protest that it took some time for the Geeks to diagnose the problem to be a defective hard drive and it was returned as soon as that was discovered. The return was not made because of a change of heart. It was made because what they sold me was defective.

Since there were approximately three weeks between the date of the purchase and the date of delivery, I was already making payment on the dryer. By the morning of 11 December, I had not heard from the delivery service so I called first thing that morning to see what time we should expect the delivery. We were told there would be no delivery as our order had been placed on hold. I phoned Best Buy at 8:30 that morning (December 11) to ask why our order was placed on hold. I was told there was a good reason for the hold and that a manager would look into the situation and call me back.

We told them we wanted the dryer we had purchased and that if they could not deliver the dryer we had bought, they needed to replace the dryer that we purchased with a comparable dryer.

My husband and I had stated we would be willing to pay the difference between the retail amount of the dryer that we had purchased and the sales price of a dryer that was comparable to the one we purchased (there was a $25 difference). They refused our offer and claimed that in good faith they were offering to credit us for the money we had already spent plus $300. As for the pedestals, the ones we had purchased had been discontinued as well and the new ones cost $20 more. The store did agree to pay the $40 difference (since we had bought two pedestals).

The store supervisor (who had been in contact with the general manager) said the two of them would discuss the situation and let us know if they decided to be more "generous". We have not heard back from either the manager or the supervisor. During our conversation with the store supervisor, we were told we were the second customers to come in complaining that the item they purchased had not been delivered. The day prior (10 December), a customer experienced the same situation.

They sent me an automated response within an hour saying that they received my complaint form and that if I was trying to cancel or amend an existing order, I should call customer service. I called customer service, waited 15 minutes to speak with someone, relayed my tale, waited another 10 minutes for a supervisor to get on and then was dropped from the call.

I tried again but wait time was up to 20 minutes and I couldn't take the time just to be dropped again. I replied to my auto-generated email from customer service but have heard nothing back as yet. I checked Best Buy online and found that several stores close to me as well as the one in Newington have the exact model currently in stock. I don't understand why Best Buy would go to so much trouble just to ** me out of a lousy $80. Order number **. If I want the product which Best Buy agreed to sell me for $299, I must now pay them $380. I'm out $81 and at least 10 hours of my life and a few mm Hg in the wrong direction.

Again my husband called a few minutes later and asked how long they would be on sale and another associate said till Sunday when the new ad comes out. So we drove the hour to get there and when we got there we were told that those computers are out of stock and have been for awhile. We told them they lied to us and that we came along way and they just ignored us basically. I will never shop at Best Buy again.

About 35 minutes later, I received an email that I can not pick up like I intended to and I need to call Customer Service so I did so. I was placed on hold the first time for 30 minutes then they hung up on me right away. Then I called back and I was on hold for 38 minutes and I was talking to a rep and their phone made a loud busy signal and the phone hung up.

Now I made a 3rd call and I was on hold even longer, about 45 minutes, before I could get a rep on the phone. This is false advertisement and extremely poor customer service.

I'm not happy with the Best Buy professionals I spoke with. They tend to want to brush you off if they don't know the correct information. Most of their "Geek Squad" did not even exist when I purchased this warranty. I feel like I have been ripped off.

I am a rewards member with Best Buy and shop with them for years. If I had to buy something, the only place I went to was Best Buy—but not anymore after what I went through! The frustrating part was the way the manager talked to me. I request him if I could talk to someone higher than him. Richard tells me that he is the only one but that is not right. There should be someone higher than him. I felt that I was not treated right and this smart manager tells me to call 911 if I needed help. A store manager tells me that. Few words about this 911 number: is for emergency only. And if a store manager does not know that, then he is a danger to his co-workers as well as his customers. I don't know how Best Buy picks this manager, but I think that they need to work on that. I will never go back to Best Buy and I am sure that I will tell everyone what service I got at the Best Buy store in Colma, CA.

I went home and printed the website listing with the different price and returned to the store with the print out. They still would not credit back my account. They admitted that the price had dropped but during "black out dates" and would not credit me back. The "black out dates" fell within the 30 days after I bought this product. Knowing products drop price during Black Friday, I asked the sales person when I made the purchase if I should wait to buying and he said to not wait because Black Friday prices will fall in the next 30 days and the price difference would be credited back to me if the price dropped, like it did.

He used this situation as a sale incentive. Knowing the store had "Black Out Dates," I would have waited but they did not warn me of this situation and nothing is mentioned on the receipt. If you can help to resolve this problem that would be great. Thanks.

We called Best Buy Warranty, for we had purchased a 4-year warranty on the TV, and we spoke with Allysa who told us that, "Yes, it was under warranty and still under manufacturer warranty”, and that she would send out a geek to fix it. So we waited 3 more weeks and the geek arrived and told us it was not covered under warranty. So I took the TV directly into the local Best Buy store that we shop at frequently and asked for the store manager, and I spoke with the assistant manager because the general manager was off that night. I was then told that this was not under either warranty that it was damaged by someone and there is no way to prove that it came out of the box this way, and to help me, they would give us 40% off any new TV we picked out.

I was not happy with this answer and asked if there was someone higher up that could make a decision and was given the number to Consumer Affairs from Best Buy and spoke with Hayward. He seemed like he was going to help me and then spoke with the assistant manager and his tune changed and he told me the same thing - not covered under warranty. At this point, I was ready to leave and an employee from the store came up after observing all that happened and quietly gave me information on how to reach the gm of the store saying that the gm was a lot more understanding and they have helped others in the past so he would be able to help me also.

So I called the gm and he offered me 50% off, saying the same thing that this was not covered under any warranty and he could authorize this discount, even though the assistant gm just told me the most they ever offer is 40% off. What a joke!I now no longer ever want to shop in that store again and neither will any of my family or friends. It's sad to lose all this business over an $800 TV that was broken somewhere in shipping. I will say that another geek squad member that was there took the TV and shipped it to the repair warehouse in hopes that they would fix it anyway. He said what's the worst that could happen, but at least he tried.

I just got back from the Best Buy store, no refund. The assistant manager said it was not a returnable product so I am burnt for the cost plus the tax, an amount of over $80. Shame on Best Buy. Maybe Walmart is a better place to shop.

Right after I answered he brought the laptop to the back while holding tape in his hand. He comes like 15 seconds later and says that I had opened the laptop from the bottom. It appeared that he had just taped the box. I said that I had not even touched it. He continues to open the box in front of me and opens all the never opened bag so that he can plug in the laptop and see if it works.

It was all fine but he told me there would be the 15% restocking fee. I was outraged because that would still cost $75. I argued for a little while and he mentioned many times that I could get the fee waved if I got store credit instead of the money back. I was furious and just left with my money. The employee was very corrupt and I knew that he had ** me over. When I first said that I wanted my money back he started with the scheme that I opened it so that Best Buy could get this free money in their outrageous 15% restocking fee that added up to $75.

I went to work after purchasing the netbook and as I looked in the receipt, I saw that the setup was not by compact but by the Geek Squad. I feel like I was ripped off because your store was selling the computer at a higher price than advertised. I think your false advertisement just lured many of us that day into buying the same advertised netbook at a higher price. That afternoon after work, I went back to the store to get a better explanation about the item charges. I spoke with the manager. He told me that he knew that they ran out of the netbook this morning and started offering the same netbook that have the setup for an additional $ 49.99. He told me that the setup is by Compaq and not by the store and that was the same statement I got at the the counter.

My argument with the manager was why didn't they tell us ahead that are out of the item and they would charge an extra $49.99. for an upgraded one. He kept saying that the set up is part of the Compaq package. But then on the receipt clearly shows that the setup is by the Geek Squad. And it even says that it's originally $ 69.99 and they are giving a $20.00 discount. And the manager said, it's the way it is and I don't want to be a broken record about it. So, I just returned it and said nothing. I feel that Best Buy made false advertisement on this Intel Atom Processor by Compaq just to sell this netbook. Nowhere in your printed advertisement said that one has to pay 49.99 extra for the setup. If you guys placed it there, I am sure people would not feel ripped off because we would have been prepared mentally that that is the cost we will be paying for the netbook.

I am sure a lot of people feel the same way I do, after waiting in line for two hours. Someone from your store should have informed us that the advertised $149.99 netbook is no longer available. If that had been done, I wouldn't have waited for two hours to be disappointed.

It's like, "Well, if we can't get you that one, we can get you one for only $300.00 more. Talk about switch-and-bait. I wish that Best Buys will close soon. I'll stop waiting three more years for my 2008 rebates. What a horrible organization!

It's like, "Well, if we can't get you that one, we can get you one for only $300.00 more. Talk about switch-and-bait. I wish that Best Buys will close soon. I'll stop waiting three more years for my 2008 rebates. What a horrible organization!

I told him and subsequently two assistant managers that since I had been quoted a price and had driven a half an hour to purchase it, that they should honor the quote. They refused. One assistant manager kept saying that Best Buy had two items with the same item code. I told them I didn't care about their internal problems. Their salesperson had quoted a price, had put that price on the item and I felt it should be honored. When I insisted that they call an upper level manager, the assistant manager threatened to call the police if I didn't get out of his store. The Best Buy customer service representative whom I called subsequently upheld the store's decision. Not only do I feel it would be good customer policy to honor the quote. I feel that it's the store's obligation to honor the price quoted to me and that prompted me to make the trip.

They said they would do a one-time courtesy fix for this issue, some capacitor. I think that is the word she used. But get this, they want my credit card number. They cannot set up a repair without it! And they will put a hold on $120.00. This is crazy. I hate to find out how much it costs to ship this television. Don't I have any rights here? This television cost $1000.00. It should last more than 18 months. It was rarely used and it was well cared for. I thought Samsung was a reputable company.

We were told that a new one would be sent out from the warehouse on Friday the day after Thanksgiving. We were never called with a delivery time so we called them that Thursday morning and they indicated that we were not on the delivery list until the following Sunday. On Saturday, we received a call that they would be delivering the TV between 1:00 and 3:00 on the next day. At 6:30 that evening, we received a call from the warehouse indicating the the floor/display model we had ordered that was defective could not be fixed and they had none in stock so they would not be able to make a delivery the next day.

We did purchase a floor model! In addition, we were told it would be replaced with a new TV but instead they were trying to fix the defective floor model they switched on us because they knew they had none available! This was out right fraud on this stores part! We have gotten our money back and will never shop at that store or any other Best Buy again!

Essentially what happened was that the store's general manager Camela, refused my request for customer service that morning. I had gotten up early like most people and I got in line around 3:30am at the Best Buy at Alamo Ranch in San Antonio (5419 W Loop 1604 N, San Antonio, TX 78253). When the store opened at 5am, I walked into the store and grabbed some items that I wanted to purchase and walked over to customer service--so I could purchase the items, add them to my Best Buy credit card and get a price adjustment because of the new sale price on the Nook.

On Wednesday of that same week, I had purchased two Nooks for $149, which were being sold at that morning for $99. My understanding was, the Nooks for sale were priced at $99 until the end of business hour on Saturday. I had my receipt in hand and I was requesting a price adjustment, because obviously $99 is cheaper than $149. I tried to explain in vain to staff and the general manager Camela that she should simply follow Best Buy's existing store policy and that they should provide me the routine customer service that is provided according to exiting and written store policy.

She gave me a copy of the Best Buy ad and told me that it was stated in the Black Friday ad that Best Buy would not price match, and I replied to her that I did not see anywhere in the ad where I cannot get customer service for my items. If they do not want to price match, then give me a refund! When I pressed her, what she did say was that she would accept the returns and then make coupon/voucher to hand out and then walked away. In everything she did that morning, Camela had no respect for my time, for my loyalty, and worse of all, she refused to provide me customer service.

I was absolutely appalled at her behavior as well as her staff--who were simply following her directions. I attempted to document the episode, because I could not believe the discriminatory behavior, downright hostility and simple refusal to abide by your own store's written policies. I also want to add that the Nook was not sold-out in that store. I had gotten up early and I did not leave that Best Buy until 7 in the morning, where I had lost 4 hours of my time (time to get to store and waiting) and about 30 miles of driving all for nothing. I did not get serviced, and I could not purchase my items.

Oh, and forget about that Community Forum at BestBuy.com. It is simply the propaganda Best Buy machine. I think they use to work for China. They provide poor customer service, because instead of providing information and help, they are extremely defensive and thugish!

So I went back to Best Buy for an exchange. When I talked to the front desk and explained the situation to Alex and Quinn the Store Manager, they opened the box and inspected the camera serial number. After they did so, they told me smiling and laughing, "Nice try."

I didn't understand what they where talking about so I asked them what do you mean, "Nice try?" Alex said, "Yeah, the serial number on the camera does not match the serial number on the paper, so when you bring us the correct camera we will exchange you the camera." So I told them that I had just purchased two cameras 30 minutes ago but they hearing it they never asked for the receipt. I told them I want to talk to your store manager and Quinn said to me, "I'm the manager and I have told you bring the correct camera and we will exchange it." Then Alex re-inspected the camera's serial number and said then, "If you don't like the outcome then I will have the police department to escort you out the store." I was insulted and humiliated by being treated like a thief. I was never expecting that kind of treatment from Best Buy.

After the embarrassment, I asked them for their names and employee ID number to report them to Corporate but they denied the request. I called Best Buy corporate and reported the incident to them. Corporate asked me to get their employee ID or name for them to file but they also denied the request from corporate after corporate asked me to hand over the phone to the store manager. Quinn did talk to corporate. After corporate told me they have filed a report and will contact me when they're done with the investigation.

I went to file a police report with the Compton Sheriff Department but an officer at the Sheriff station told me that I couldn't make a police report because the theft happen to Best Buy not to me. I think it is immoral and unfair to treat the consumer public this way. I'm really upset with Best Buy customer support. I was humiliated by their staff and I want people out there to be well aware of what's happening to customers at Best Buy in Compton, CA.

The charge for them to come out would be 150 dollars. Since, I am disabled and on a very limited income, I could not afford to have it checked. But, I also had read complaint after complaint, all being the same problem with exact same TV, some had best buy come out and best huh took their TV and didn't give them back. So, I was not going to have that happen to me, in hopes that they would recall this TV. It has been sitting in my spare bedroom collecting dust ever since.

They explained that because I lived out of state and it was an in-store pick-up in another state, they had fraud prevention measures to go through. This I understand and appreciate, but it would of been great to of read about this online. You see my son needed the laptop because he was deploying (deployed) to Iraq on Friday, November 26, 2010. Moving on, I am assigned a case number and told to keep checking the order status because it should be only a few more hours.

I checked through Tuesday evening and then Wednesday morning, November 24, 2010, at 7:15 a.m. MST I received a phone call from Best Buy. The lady I talked to said that my payment got "stuck in the system" and could she have another credit card. I asked how a payment could get stuck in the system, the money was already taken out of my checking account and had been for 36 hours, so what is there to be "stuck".

She told me she didn't know but she would cancel the transaction if I could give her another credit card. So, being the good Mom that I am and wanting my son to have his early Christmas present before deploying to Iraq, I gave her my credit card information. I then asked her how long this would take, explaining the time constraints, etc. She said the transaction would be completed that day. (Wednesday) I said, "OK".

So, all day Wednesday, same message on the order update status. Then Thursday rolls around (Thanksgiving) and I call again. (Sigh) I explain the whole thing to another customer service rep and I am assigned another case number. This customer service rep told me the transaction should of been completed but sometimes it takes 24 hours. Well, it's been 4 days I tell her, so what's the problem.

She said to keep checking the order status for updates, the transaction should be completed by Thursday and my son can pick it up Friday morning. So, Friday morning rolls around (today) and I get the same message when I call (processing payment information) and the same message when I check the order status online "checking the in-store inventory at Papillion, NE store". Well, guess what? Time is up!

My son deployed this afternoon, no laptop and I still have not had the money credited back into my checking account. So, after 1 hour and 4 phone calls to Best Buy I get connected with an under-paid "I could care less" customer service rep. I told her to cancel my order. She asked why, I explained the whole situation and she could not of cared less. I asked when I could expect to see my money returned to my checking account, she said 7-10 business days. I said "Well, it took 4 minutes to take the money out, it isn't as if you are issuing a refund since I never received the product so why 7-10 business days?" She said that was store policy and hung up on me.

I sent an e-mail through the Best Buy online e-mail system telling them I am very dissatisfied, etc. the whole 9 yards. I just want other consumers to be aware of the nightmare this whole transaction was and to beware of buying online. The one thing I wanted to give my son, a proud member of the USAF, was a laptop for Christmas and because of "payments getting stuck in the system" and other ineptness, it didn't happen. So, now I will have to wait until he gets to his base, establishes his mailing address then borrows someone else' s laptop to send me an e-mail message with his mailing address to send him a laptop. I am so disgusted with Best Buy! I will never do business with them again and my complaints will be heard.

And lastly, I understand that I could of done this earlier but according to the Best Buy website, this item was available for pick-up the same day the order was placed, so I thought "no problem". I should of just wired the money to his bank account, so he could of paid cash for it, but I honestly thought we could complete this transaction within 5 days.