Best Buy Reviews

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Updated Oct. 09, 2026

About Best Buy

Geek Squad delivers technology support and repair services. The company assists with computer setup, troubleshooting, electronics repair and smart home installations. Offering in-home and remote support options, Geek Squad provides tech solutions for both personal and business needs.

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Pros

Quick resolution of issues
Affordable pricing on products
Positive shopping experience

Cons

Poor communication on orders
Delivery delays and issues
Inconsistent product quality

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Page 32 Reviews 4427 - 4577

JuliaNorthridge, CA

Reviewed Feb. 10, 2009

I purchased a TomTom GO-720 for $249.99 (on Dec 28, 2008 while home for Christmas in Columbus, Ohio). I opened the SEALED box (on January 6th, 2009, after I had returned home to California) and the product was defective. It was obvious it had been previously returned. Inside the box, it did not have the original packaging, the edges were worn on the TomTom itself, and when turned on, a giant X covered the screen.

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

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

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

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LisaBrogue, PA

Reviewed Feb. 9, 2009

I ordered a Zune gift card from Best Buy and the item has not been received. I've been calling since December 26, 2008 - all calls have been documented. Each time I speak to someone, I am told I will have an answer in x amount of time. Each time it varies. The last person I spoke with gave me a new case # and told me I would receive an answer in 24-72 hours. I've not heard a word nor have I received the gift card.

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SarahPortland, OR

Reviewed Feb. 5, 2009

We purchased to large HDTV's at Best Buy on Jan. 4, 2009 along with a blue ray player, etc. At the end of the transaction we were satisfied with the price break we were getting since we were buying 2 tv's. Before we paid, the saleperson offered the recalibration service to us and showed us an example (2 tv's next to eachother, one recalibrated, one not. Found out recently online that it is a total scam). We fell for the pitch and bought the service which sells for 249.99. She said she would give it to us for 199.99 for each tv, so for a total of 399.98. The recalibration service was set for 2/7/09. Two nights ago, we took a good look at our tv's and decided the picture couldn't be any more perfect and that we would return the recalibration service we had purchased. We went into the store with our receipt in hand and were refused the return. They claim that we really didn't pay for the recalibration, they took the price of it off of the tv's and the whole transaction would have to be re-rung and we would end up getting little or no refund. We contacted Best Buy's corporate consumer relations and were told the same thing. They are refusing to refund us for something we paid for. What a scam. We are now trying to decide what to do next with this.

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MichelleFairview Heights, IL

Reviewed Feb. 3, 2009

I have been back and forth with customer service and dell and best buy about my sons computer...noone wants to help...I bought the computer back in september 2008 at best buy...I have the receipt and everything to take it back for exchange and they wanted to charge me like some ungoddly amount to send it off to tell me the same thing I already knew and i said forget it I was going to call dell and they (manager) told me to also so I did and got nowhere with them either..this has been going on since November or December of 2008..they said the warranty covers the screen (dell) and best buy said it doesnt and dell said to go to the store and tell them to send it to them and no charge...I was on the phone with the girl at bestbuy and dell and she heard them say the samething but that didnt happen ofcourse....and I was on the phone with tech support too and consumer relations also telling one thing and someone else telling me another. The manual says the screen is covered under a manufactured warranty and I get told otherwise from whoever i talked to that particular day...or days...I even showed them the manual and where it said this...So needless to say I still have the computer but not able to use the screen as it should be used....So what is going to be done about this??? The computer is useless of course...

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JanetMesa, AZ

Reviewed Feb. 3, 2009

It was just before Christmas and I jumped online to see how much a wide screen plasma would set me back. I went to Bestbuy.com and got a sudden pop up announcing that I had been selected at random to receive a $5000 shopping spree. All I had to do was join Blockbusteronline.com and I was the winner. I clicked on the link and arrived at Blockbusteronline.com, gave my credit info to pay for the free trial and waited for the promised shopping spree email that was to be sent after I joined. None arrived and since then both Bestbuy and Blockbuster deny knowledge of this and yet magically the site did actually link me to Blockbuster online and I was actually joined to their service.

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

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AprilHauppauge, NY

Reviewed Feb. 2, 2009

I purchased a Cybershot Camera for $269 on 8/19/2007. The camera always took blurry pictures but I thought it was user error, so I googled the camera and tried to change the settings, cleaned the lens, tried holding the button only halfway when taking pictures, everything I could try. Finally after my second Christmas with all blurry pictures I decided to take the camera in for repair. I had the 4 year replacement plan. The guy working the camera took a few pictures and some of them came out blurry but some of them didn't. He said you have to be totally still and barely hold the button down when taking pictures. Well, that's ridiculous, you can't pose every picture. So I said for him to send it in anyway and have them look at it. When he printed the paper work for the repairs I noticed the address and phone number were outdated, I had moved since I bought the camera. When I told him that the information was wrong, he said don't worry, we don't ship the camera to you, you will come pick it up. I told him that I needed to at least give him a phone number, which he had me write on a peice of paper, not on the contract. That was on December 27, 2008. On January 31, 2009 I hadn't heard anything about my camera so I called the store, they told me to call 800-Geek-Squad. I called that number and was passed around for 25 minutes before they told me I have to call the store. I called the store on February 2, 2009 and they said the camera had been fixed and sent to the address on the contract. I asked to speak to the manager and the associate told me that the manager wasn't in. 2 hours later I went to the store with my contract and they said there is nothing they can do. My camera was sent to the wrong address when I was told it wouldn't be shipped, and they send it "no signature required". They can't replace my camera. I would have rather had blurry pictures than pay for a camera that was given to someone else. Not only did they lose my camera but each associate was more rude than the next, including the manager. That is the last time I will ever buy from Best Buy.

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TerryBaltimore, MD

Reviewed Jan. 30, 2009

I purchased an LG 22.4 cu. ft. refrigerator from Best Buy on January 14, 2009. The first available delivery date was January 30, 2009. I said ok and that because I lived in an older home, that it would need to come through a picture window that is next to the front door on my porch. I was told no problem. January 29, 2009 I received a call from their distribution center and asked if the water line and space was made for the refrigerator. I said it was and not to forget this was coming through a picture window that is 4ft by 4ft. The woman said that was no problem and delivery would be between 2pm and 4pm. At 3:55pm the delivery men said they would bring it through the window if I signed that any damage to the outside of the refrigerator was not their responsibility. I said ok and brought a moving blanket, as this is normal for my neighbors and me. One of the delivery men called the main office and they in turn called me and said no. It cannot be done. I said I was told on 2 occasions this was not a problem and if it had been, I could have been prepared with my own personnel to bring the refrigerator in. Now, I am without a refrigerator and Best Buy has my $1103.00 in their account and they refuse to return my phone calls. I spoke with Tracy and Olivia when this happened and asked to speak with a manager. They told me she would call back in a few minutes. It is now a day later and I have received no call, no compromise, no refund to my bank account and not to mention the extreme hassle of the entire situation.

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TravisWorland, WY

Reviewed Jan. 30, 2009

THE BEST BUY {BEST LIES} TROUBLES

I bought a Plasma T.V. and a stand for it. It cost a total in the end with shipping $2,284.92 for installation and callibration. This was on 1/21/09.

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SharonGaithersburg, MD

Reviewed Jan. 30, 2009

We purchased a LG refrigerator (French Door white 22.6 cf) on a Sunday and they took away our old refrigerator and brought the new one on Tuesday. The new one DID NOT COOL! Discovered it only later in that day after it was plugged in awhile. The control panel did not operate. Called Best Buy back. They said to call repair. I called an 888 number and they said if the refrigerator is less than 30 days than we could get a new one. We called back to Best Buy Germantown. The best reply was to wait a full 24 hours to "make sure."

The next morning (Wednesday), as the food was spoiling, the refrigerator obviously had the same problem. I called Best Buy - of course, the people I spoke to the day before and the sales person were off that day. Now we are 24 hours without refrigeration. I finally got ahold of someone in the appliance department who just did not understand me or the problem. I got in the car and drove to the store to explain. This new person kept trying to sell me a new, more expensive refrigerator! There were no more models of the original refrigerator in the area. He kept going off to some manager who did not had the courtesy to come over and help with the situation. To repair the machine would need a "Geek Squad Tech" to look at it and make a determination. The earliest one could come would be the NEXT day. Many tears later and another day without refrigeration, on Thursday a tech shows up ("why didn't they call me yesterday?) and says "aha just what I thought - it needs a new control panel" - THIS IS WHAT I TOLD THEM FROM THE BEGINNING. He says it will take at least two days to get the parts. Later someone calls who confirms the parts are ordered and will be in on MONDAY (which is 4 days) - nearly a week after the refrigerator was delivered. My husband took over from here and after many, many phone conversations (and he went over there) with the original clerk, who always had to leave to talk to a "manager", the solution was for us to buy another refrigerator and then when the original refrigerator came back in stock, they would come, pick up and credit the new refrigerator. We would have to have TWO refrigerators on our credit card until then. My husband even offered to take one of the dented ones until the original one came in...but they insisted we keep the original one on the card and we buy another. WE DID NOTHING BUT BUY A REFRIGERATOR??? To make this long, long story short we have spent hours on the phone and trips to Best Buy and in the end we told them to come and pick up the refrigerator THAT NEVER WORKED SINCE IT WAS DELIVERED and give us our money back. Is this crazy or what? Now to get back money for ruined groceries. WE WILL NEVER, EVER USE BEST BUY AGAIN let alone LG and suggest the same to others - who want service and respect.

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MarkDecatur, IL

Reviewed Jan. 29, 2009

We purchased 2 12" sub woofers from this store less then a year ago and they are no longer working. The subs came with a 1 year warranty plus we purchased an extended 4 year warranty. The subs are no longer working so we took them back and the store says they do not carry them any longer. The brand we bought is owned by Best Buy. We have talked to insignia which is the brand name. They told us that Best Buy is responsible to order 2 new ones as per the orignal warranty. But Best Buy refuses to honor the warranty. They want to issue a gift card in which we will have to spend more money in the store. We were on a budget when we bought these and we are on a tighter budget now and can not spend more money as Best Buy want us to. I feel that they should honor the warranty in which we bought from there own company.

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GaryPanhandle, TX

Reviewed Jan. 29, 2009

We purchased a 56" JVC HD-56G787 on 9/6/06 and also a 4yr $400.00 extended warranty plan...on 9/2008 the lamp went out, so we called about the warranty and after about 2 weeks finally got a replacement lamp for it. Things were good and then 1/2009 guess what, the lamp is out again and even better, they won't pay for the replacement lamp...they say they should have told us at Best Buy that they would only cover one lamp replacement...but they didn't! (We wouldn't have paid $400 for a 4yr warranty had we known that) You think a new bulb will last more than 4 months. The local repair technician that came out both times told us these tvs are famous for this!! Our last JVC product for sure.....and last purchase from Best Buy!

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JamesPalmdale, CA

Reviewed Jan. 29, 2009

Purchased Samsung 56 DLP TV from Best Buy for $2300.00 W/ $399.00 4-Yr PSP.

At about 1500 hours the TV began shutting off by itself. Started out only periodically but got progressively worse.

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JohnSpring, TX

Reviewed Jan. 29, 2009

in may of 2008, on my wifes birthday i purchased a 42 toshiba from your location in spring texas ,closest to my house. after spending several hours deciding where to purchase from ,i finally found a sales person that sounded like they new what i was looking for. and me being a distric manager for a number 1 customer service retailer, i appreciate someone who knows what they are talking about.along with the 1000.00 purchase ,and me dealing with warrantys on a daily basis ,i purchased the 4 year warranty, being explained to that i wont have to worry or be without a tv for 4 years. now comes the important part, monday 1-26-09 ,my wife turned on the tv and the picture is completly pink? and me being out of town on my vacation ,picking up my mother and motherin law to come to stay for a week ,just reasured my wife we have a warranty ,dont worry. my wife calls best buy and the customer service tells her she must come in to get help. ok i called when i got into houston on tuesday, and was told we will have someone out to your house on feb- 06-09, and thats just to look at it. im sorry that is not acceptible in my line of work and i dont know how i could ever explain that to any of our customers, and they dont even pay extra for a warranty. after talking to the customer service 1 more time the young lady explained she could have a outside repairman come to my house and look at it and determin whether or not it can be fixed , not knowing the prcedure after that , it would be up to them . i was also told they would contact me on wed 1-28-09 which never happened. which leaves me to beleive that they do not value their customers and no follow up on your part leaves me to beleive that selling this warranty is just a add on sale that you push to add on to every sale,that hopefully most of your customers will forget about,not me. i have been a loyal customer and just recently had 2 defective items bought from best buy 1, that i never bothered to bring back and the other did not work out of the box. but this decision lies on you , i will patiently wait for your response, thankyou.

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GiovannyElmwood Park, NJ

Reviewed Jan. 29, 2009

On 11/24/07 I purchased a Mitsubishi 65? 1080P DLP HDTV model WD65733 serial number 131272 from your Best Buy store #344 in Paramus.

I paid a sale price of $1,399 plus tax for the unit. In addition I also paid $400 an additional charge to have 4 years an extra warranty on the unit. The warranty was offered by your sales clerk. Unfortunately the television malfunctioned and I went to the Best Buy store where I purchased the unit and warranty. I was told by two Best Buy store members to call the 1888 Best Buy number because the store could not help me for customer services. I contacted the Best Buy customer service number and after several appointments and cancellations on their part, a technician from a company (New Sonic Radio) came to my house for five minutes and said a part for the TV needed to be ordered and replaced. There goes another week before another call for rescheduling came from Frontier Enterprises, apparently another repair company for Best Buys. In between I kept calling Best Buys because I was Confused and frustrated, with the lack of communication from everybody. Last Saturday, I had another appointment scheduled and confirmed, which never showed up I called Best Buy to explain the situation. Best Buys scheduled an appointment with a new company in Queens, New York. Their phone number 718-475-3174, this appointment was scheduled for 1/29/09. A phone call was received from this company confirming the date and time. Today January 28th, my wife received a call from this company confirming the appointment, again. However, when my wife was asked if they were coming with the lamp to replace, she was put on hold and told the part was not in stock and was never ordered. I of course was taking a day off from work again because they ask that an adult be home. So to sum it all up there are three companies and ten appointments give or take a few including reschedules and cancellations, two days off work missed. I finally had enough this afternoon when I came home and was told by my wife no part no TV. We have not only missed several Football Games in our family room (basement) but have a party scheduled for Super Bowl Sunday and Food Catered, which cannot be cancelled. I went to Best Buy store tonight and was told again there was little or nothing they could do until I mentioned better business Bureau. The famous Lamp to be replaced, was finally ordered today, why almost a month later? Why after all this running around by the customer? Why, not have Best Buy have their repair people and parts all in one. I am so frustrated I want a TV that will not need to be repaired after all this ordeal. Since the unit and the warranty was sold to me by Best Buy. Best Buy should be responsible in resolving this situation. I have a right to have the unit repaired or replaced by Best Buy to make good on the warranty that was sold to me by your store. Sincerely Giovanny Rivera

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JeffNew York, NY

Reviewed Jan. 28, 2009

What's the point of an extended warranty? My LG 42 inch flat screen TV died after two years. I reported the problem to Best Buy on New Year's Eve (2008). A repair person showed up the next Monday. The TV needed a part which would take a week to 10 days to get. Fast forward to 1/28. Repair is made. The TV still goes dark. I've already missed all the BCS games. Now I have to cancel our Super Bowl party. The TV needs another part that won't be in for another week to 10 days. I called Best Buy again to complain. They said they'll check on the vendor they initially referred me to (because the Geek Squad was booked up). I asked if I could get another TV; was it usual for a repair to take this long under their extended warranty? We'll do the best we can do, she said.

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LindaPomona, CA

Reviewed Jan. 28, 2009

On 10/22/2007 I purchased the Whirlpool Duet Washer and Dryer Set. I purchased a Front Load

washing machine because I found that in launder mats cloths would be washed more thoroughly, in addition to being able to wash more laundry at one time. From the beginning I felt that there wasn't enough water being put into the washer tub because first of all, I wouldn't see any water level at the window of the machine and cloths that I washed would come out smelling not clean. Another reason I purchased this front loader is that it had a setting for Sanitary, Whitest Whites, and, Heavy loads, as well as hand wash and delicate cycles. None of these claims are true. They told me back when I first purchased it that it was ok and the correct amount of water was entering the machine. Sooo, I have lived with this problem ever since. After having 1 of my children move back home,the wash have increased. We are forced to do small loads and our laundry never seems to get caught up and I am forced to work twice as hard doing smaller loads. Even at that, the cloths do not get as clean as they should. The other thing is that the cloths are tossed back and forth and come out in twisted knots.

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RosalynYonkers, NY

Reviewed Jan. 28, 2009

I returned a Zune to Best Buy and received a letter offering me a $10 gift card once I complete a survey but the website printed on the letter (above) is not available!

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LesterCorona, CA

Reviewed Jan. 27, 2009

They won't honor their financing plan and are charging me interest. I call every month and it's the same lies. This is costing me money.

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UrsulaShirley, NY

Reviewed Jan. 27, 2009

I purchased a laptop computer online and requested instore pick-up. I waited for the 2 required confirmation e-mails and went to the store to pick-up the computer. I was told by the manager in the store that there was a problem. They had the computer I ordered but that it would cost me an additional $ 150.00 to purchase because they added more software to the computer. I told him that I did not want the additional software and he told me that I either paid for the additional hardware or I could wait anywhere for 2 to 4 hours for them to deleted the software. I him walked awway. I believe this is a bait and switch scam.

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FaithLittle Falls, NJ

Reviewed Jan. 25, 2009

Hi, I had purchased an Apple MacBook from Best Buy in November and never got around to opening it up till January. I opened the computer to finally use it and nothing! I brought the computer to Apple store and they said the electronic component of the computer was shot and I should bring the computer back to Best Buy. When I went to Best Buy, we got passed from person to person until I asked for the manager. This big, lazy piece of poo came out and reiterated the return policy over and over. They wanted me to leave the computer with the idiots that work the geek squad and let them turn it out or just take the dead computer. He made us call Apple and stay on the phone with them for 45 min while he ate taco back. He was horrible, horrific and down right nasty. No not buy ANYTHING from best buy. They are very willing to take your money but become real jerks when you try to return something. I will NEVER buy anything from Best Buy ever again.

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JShawnee Mission, KS

Reviewed Jan. 24, 2009

January 24, 2009

Best Buy Inc Mr.Bradbury Anderson, CEO 7601 Penn Ave S Richfield MN 55423 Dear Mr. Anderson: Please be aware of an unfortunate and stressful purchasing problem I have encountered with Best Buy at the 93rd & Quivera store in Overland Park, KS. On October 12 (yes, some THREE MONTHS AGO) we paid for a special order refrigerator. After countless phone calls and visits to the store, it finally arrived today. I will not bore you with the litany of stories we have heard. More recently, I phoned a Ms. Tammy Jenz who I understand is a management person in the area. She did not return my call. I also phoned a Ms. Tracie Fairchild, who is an Operations Manager. After expressing her irritation at being summonsed on her cell phone, she indicated she would research the problem and get back with me. She did not do so, but instead passed me back down the line. Most recently we visited the store location to inspect an Open Box? unit on which the doors had been adjusted to partially correct their uneven mounting. We agreed to purchase this unit for a $150 price reduction with the understanding that the technician would try just a little bit more to correct the door problem. The sales clerk then escorted me to the Customer Service department for the adjustment. I stood there for about an hour while various clerks tried to unscramble the mess that has apparently resulted in the Best Buy computing system from various clerks inputting who knows what data. Every Best Buy employee seems youthfully inexperienced. No employee ever initiated any call to us to inform us what was to happen next and when, or to apologize for any delays or inconvenience. It has been like pushing a greased rope uphill into a headwind. Candidly, I can think of no circumstances, short of some huge refund from Best Buy, under which I could ever consider shopping at Best Buy again. Poor organization has turned what should have been a pleasurable and enjoyable purchase experience into a three month nightmare from retail hell. Sincerely, John S. Shawnee Mission, KS 66205

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LisaHarrisburg, PA

Reviewed Jan. 23, 2009

We bought a Samsung 40'flat panel TV from Best Buy on July 11th 2008. A week ago within six months of purchasing this product the TV would not power on. There was a burning smell coming from the TV. I called Best Buy for my money back. They stated it would need to be repaired. Ok, honestly, if a TV breaks down within six months, why keep it. I want my money back! They said they would set up an appointment and call us back. No call. I called back after 3 days, and there was an appointment but the rep that I was speaking with, canceled the appt. How stupid can this be? I requested to speak to a supervisor. Adrian, the supervisor said he would reset the appointment with the contractor. The next morning the contractor called me and stated he never reset the appt. Best Buys customer service for repair stinks! They sold a faulty product and I will never buy another Samsung product nor will I ever buy another product from Best Buy! There continues to be no resolution in this matter. I just gave away over a thousand dollars especially in this economic times.

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LisaHarrisburg, PA

Reviewed Jan. 23, 2009

This store sold a faulty Samsung product to me. It is a Samsung 40'flat panel TV LCD. There is a burning smell and the power light just blinks. Because they sold a faulty product, I want my money back. I bought this TV July 11, 2008. It is January 23rd and they cannot even set up a repair. They set it up and then they canceled it. It is now a week and on top of that, Adrian lied about resetting up an appointment with RT Grim. I called Matt today and he stated that Adrian never reset the appointment. I do not want to go through every 6 mos repairing this TV. What happens after it is out of warranty? I do not want this same TV. Anything that burns up, we should have the ability to get our money back! Especially if they knew this product was faulty.

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LoriMarlboro, NJ

Reviewed Jan. 22, 2009

For Christmas my parents purchased a toshiba laptop for me with the assistance of a sales representative at BestBuy. We were told this was top of the line 4 g ram and really powerful. This was purchased on about 12/15. It was given to me during Christmas and I realized that none of my software would run on it. I then went to bestbuy and told them about the situation and they told me it is running on 64 bits and for some of my software I would need it to run on 32 bits. The geek squad tried to fix it but could not. They gave me a brand new laptop toshiba and said that when i start it up it will give me an option to run it on 32 bits.

I brought it into my office (where I commute to once a week to Brooklyn) and they told me that they could not get it to work. I then brought it back to BestBuy and they told me that this computer cannot run on 32 bits. it is only a 64 bit laptop. They will not allow me to return it because i am past the time allotted for returns. I then told them that I cannot use this unused laptop and I did bring it back in time, however, they gave me another one and told me it would not be a problem to get it to run on 32 bits. The reason I am past the two week mark is because i thought i could trust what their geek squad said and took another one to try it.

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PatriciaEads, TN

Reviewed Jan. 21, 2009

My husband gave me a Gateway laptop for Christmas 2007. At the time he purchased the computer from Best Buy he also purchased an extended warranty that he paid $99.00 for. My computer stopped working, so I took it to Best Buy for service. The Geek Squad representative determined that the hard drive was not working and needed to be replaced. I showed him the warranty that my husband purchased and he informed me at that time the extended warranty was only good for the year that the manufacturer warranty was good. They never told my husband that. He thought he was purchasing an extended warranty that would replace the manufacturers warranty, once that warranty ran out. They did not explain to my husband that the warranty that he was purchasing would correspond at the same time the factory warranty was good.

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JeanLas Vegas, NV

Reviewed Jan. 21, 2009

Bought HP laptop with 3 yr service plan from Best Buy Nov 07. Many minor problems but then major freeze problems developed and took it in for repair 1/8/09. Told it was either RAM or motherboard, and finally hard drive. Had to be shipped to CA repair facility. Supposedly sent Jan 9 but not received there until Jan 21! No explanation of where laptop was for 12 days and cannot get answer as to when it will be repaired and sent back to Las Vegas.

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MistieKittrell, NC

Reviewed Jan. 21, 2009

I purchased a computer from Best Buy. When I got in home, it didn't work. I asked Best Buy to fix it and they said they would for a fee. Nice.

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ChrisPhillipsburg, NJ

Reviewed Jan. 21, 2009

Beware of Best Buy.com. I received a Christmas gift (DVD set) from a friend out of state. I did not have a gift receipt but the package had the Best Buy sticker with clearly identifiable information, price, etc. Package was unopened. As I had the video already I went to exchange - not return it. They agreed it was a Best Buy product but said it was not sold in that store therefore they would not accept it for return. This is one of the best selling nature videos out there...

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

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

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

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RonnieBloomfield, NJ

Reviewed Jan. 20, 2009

On 1/11/09, I bought a new Sony DVD recorder/VCR, model RDRVXD655. It was the last one for sale they had. So when I got home, I opened it up and noticed it was not only not the model on the box that I paid for, but it was also used as it had scratches on it. And the instruction manual was old looking and had pages folded over, as well as missing a warranty card. The model inside the box was a RDRVX555, which is a cheaper and discontinued item, which the Best Buy store still sold, but only as out of box cheap display models. Both models look identical; you can hardly tell the difference between the two. This was not what I paid $329.99 for.

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

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

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TimBethpage, NY

Reviewed Jan. 19, 2009

I bought a Nikon Camera package for $1,200 on 10/22/08. Less than 3 months later, the flash on it stopped working. I went to exchange it with all of the original packaging and the receipt and Best Buy refused to do anything about it. Dana at the service desk was called over to enforce their illegal policies. Dana was very rude and abrasive. Shame on Best Buy!

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

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DianeFlanders, NJ

Reviewed Jan. 19, 2009

I purchased a Samsung 61" TV from best buy 10/27/06 with a 4 yr extended warranty. I called 1/5 because the tv is going off on it's own and doesn't turn on unless you unplug/replug. They have a recorded customer service- you leave name/number and they call you in two business days. Nobody called. We called and they set up an appt for Friday afternoon- the repairman showed up 11am friday as i was on my way out to a dr appt. He told me it would take 1 minute because he doewsn't come w/parts. and if i turned him away it would be two weeks or more before he would get back (a threat?)- i let him in becuase this is our main house TV- he took one min said we needed a light engine and it would be 3-5 business days. they would call. nobody called. i called monday, waited 20 mn to get an agent who told me she could put a request in to "track" this and someone would get back to me in FOUR days! I said, oh no, not that again, give me your supervisor. I waited an hour on the ph while suzanne the supervisor called whoever to come back and tell me the part was ordered on 1/14. the guy was out here on 1/9, bt no part was ordered til 1/14. The part is on backorder until 1/26. If it ships 1/26 they MIGHT be able to make an appt for the first or 2nd week of FEB. That means it will be over a month before they will fix my $4200 tv with the $600 service contract.

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TomUnion, KY

Reviewed Jan. 19, 2009

On 12/2/2006, my family bought a HP Photosmart R967 Camera Digital, product number L2428A, Serial number CN6AAD1025, from Best Buy (Store #161) Florence, KY for $314.99 with a 4 year extended warranty ($89.99) 12/2/2006-12/2/2010. I was told at the time that the warranty covered the camera through 2010, if there were any problems I would get a new camera with no questions asked.

On 1/17/2009, I had a family function where I tried to take pictures with the HP camera. The flash didnâ€™t work and the picture quality had deteriorated drastically. On 1/17/2009, I took the camera back to the Best Buy store in Florence, Kentucky. I told the service person that the flash didnâ€™t work and the picture quality was bad. The camera was then given to a member of the Geek Squad who examined the camera for about 10 seconds. He then spoke to me and told me that the camera had to be sent back to HP to be repaired. I told this person (he didnâ€™t give me his name) that I needed a camera for the next day and advised him I wanted a new camera as this one didnâ€™t work, and I had purchased the extended warranty to cover just such an occurrence. The Geek Squad person told me he couldnâ€™t give me a new camera. I asked to speak to a manager. I was then introduced to a manager (Matt Nirote). I explained the problem and told him I had a family function the following day (1/18/2009) and need the camera for that event. Mr.Nirote and I had an extended conversation, but in the end he told me he would not give me a new camera. He told me that if I had dropped the camera and it didnâ€™t work then he would give me a new camera. I again asked him to give me a new camera, he then told me he had the authority to do that but he chose not to give me a new camera. Then conversation progressed and he told me that to solve my problem for 1/18/2009 I could buy another camera, take the required pictures, then return the new camera for a full refund after my camera was repaired or replaced by HP. I declined this offer. Maybe this is standard practice at Bust Buy, but it sounds strange to me. I then told Mr. Nirote to go ahead and send the camera in to be repaired, but I wanted a refund on my extended warranty for 2009-2010, as the cost of the warranty wasnâ€™t justified for the service I got. Mr. Nirote told me that he could do that but he chose not to refund me the difference. I told Mr. Nirote he was losing a customer, but that didnâ€™t seem to matter in the least. I paid $89.99 for and extended warranty on a $314.99 camera. If I paid $89.99 for someone to tell me the camera didnâ€™t work and then send it to HP to be repaired, I was cheated. .

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LisaStaten Island, NY

Reviewed Jan. 19, 2009

I was returning a product that was given as a gift to me and this manager refused the return because I did not have a receipt. As it was a gift, they requested the name of the person giving the gift, their address and personal information. As a result, this manager informed me that if they paid cash, all that was for nothing and a return was not possible. I wanted a credit as the gift was not usable to me but he asked if I had any questions and when I started questioning him, he responded that he did not have time to give me a symposium for an answer and that he attempted to retrieve information and could not so. That was basically it.

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

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

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ChristinaCamarillo, CA

Reviewed Jan. 18, 2009

12/4/08, I placed a call to Best Buy regarding my dryer not properly operating. Best Buy in return called All Valley Appliances. A few days All Valley Appliances called me and set up an appointment for 12/9/08. On 12/9/08, Alex from All Valley Appliances arrived at my home and said, he needed to replace a fuse box(?) which he did. He also stated that my husband should check the gas line wasn't clogged or corroded and the air vent, everything should be fine. So we did and attempted to do laundry the same day but the dryer was still not working. 2-3 days later, I contacted Best Buy and let them know that All Valley came out but my dryer was still not working. Best Buy contacted All Valley again and scheduled a second appointment for the following week which something came up which I rescheduled but All Valley was not available till Christmas Eve. I did make the appointment for Christmas Eve but All Valley canceled the day before my appointment. All Valley was able to come out to my home on 12-30-08. During the second visit, Alex from All Valley Appliance replaced the "Coils" and at that time stated, "If this doesn't work to call All Valley back and not Best Buy because we are on a temporary trial with them". I later that day attempted dry laundry but my dryer still was not drying my laundry. Within a few days, I called All Valley back and spoke to Daria and let her know my dryer was still not working. Daria said, she would have to speak with her manager because Alex stating that he didn't know what else to do but could be a vent in the back of the dryer. After awaiting through Thursday, Friday and through the weekend, I decided to call back Best Buy. I explained to them the situation and asked them if they provided a loaner dryer or they could recommend because I needed to dry clothing. At that time a warranty Rep from Best Buy stated, I would have to have three qualifing repairs in a certain amount a time before they considered my product a lemon. However, in my situation Best Buy stated, my repairs were not considered qualified repairs because they were never fixed and the same problem remains. At that time, I asked to speak with a supervisor. I explained to a supervisor the situation I have been going through and what the rep told me about qualifying repairs. The supervisor stated to me, after listening to me and looking at his computer and calling All Valley Appliances, he was going to submit my paper work for a no lemon claim and he was also going to schedule another visit from All Valley Appliance and if after that appointment if All Valley could not fix it, the no lemon paper would have already been submitted because it takes 3-5 days and by that time I should already have had my visit from All Valley. The All Valley appointment was scheduled for 1-8-09 and Alex from All Valley came out, contacted someone over the phone and he told me that he was taking the air vent off my dryer, to do a load with my filter off but he does not know what else to tell me. He said, if that did not work to give All Valley a call back. The same day I tried to dry a load of laundry (the same load 3 times) but it did not dry. The next day I called All Valley and spoke with Daria and she said she would let the manager know (Steve?) and would call me back later the same day. I did not receive a call, so I called Best Buy on 1-12-09 and let them know again what was going on and what I need to do to get my dryer fixed or get a new dryer. Best Buy stated they were going to have a different appliance third party (Active Appliance) go out and see if they could fix the problem and if not we would go from there and that may be ground for replacing my dryer. About 15 after getting of the phone with Best Buy the same day, Best Buy's decision team called me and she stated to me that she received paper work for a no lemon and did not understand why she received that paper work being that it did not qualify for three qualifying repairs. I explained my story to her and told her that I was having another third party come out and she said, no, she was cancelling that order and wanted All Valley come out again and if they still could not fix the problem to call a phone number which she gave me and told me to have Alex from All Valley to call their office, press 3 and to have Alex deem the dryer unrepairable. From there they would submit the dryer to be replaced. She then stated she was sending a fax to All Valley for another appointment. On 1-13-09, I received a call from Daria (All Valley Appliance) that if 1-15-09 from 10-1pm would be a good time for my appointment. I agreed. On 1-15-09 at 2:10pm no one had still showed up from All Valley. I called Daria to check on the status and Daria said she had nothing in the computer that the order had been canceled and I would have to speak with the manager. I left both my home phone and cell phone but no call back was ever received. On 1-16-09, I contacted Best Buy and updated with what was going on and a male from the warranty dept. typed up what was going on, flag it and have a supervisor call me back within 4 business hours. Today is 1-17-09, 10:17pm and I still have not received a call back from Best Buy or All Valley Appliance in regards to dryer.

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MatthewFontana, CA

Reviewed Jan. 18, 2009

I purchased at Mitsubishi HDTV television (Model: WD62525) from Best Buy in October 2004 for $4000.00. I have never had a major problem with this item since my purchase. Yesterday, without warning, the screen went blank and the green timer light began rapidly flashing. I tried all the troubleshooting methods outlined in the owner's manual but nothing worked. I called Mitsubishi and they told me to call a repair man. I began to search the web for solutions. However, to my surprise, I noticed many other owners of this same television had experienced similar problems. Repair shops are indicating that this is a common problem with this television and are charging upwards of $800.00 to diagnose and repair the problem, which includes new circuitry or new chassis. Nonetheless, this appears to be an obvious defect that Mitsubishi refuses to admit. I feel it is extremely unfair to pay for something that obviously was going to malfunction.

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JenniferSt. Clair, MI

Reviewed Jan. 16, 2009

My 10 day old Samsung Metro PCS cell phone imploded basically after I spent 30 minutes outside in 5 degree temperatures, when I returned into my office building it started vibrating and sparking. It had pock marks all over the phone. I returned it to Best Buy as I was instructed by the store manager Brian, and Ryan Cliff in the cell phone department accused me or someone close to me of stabbing my phone repeatedly with a screwdriver. Well, as a very well educated female with no history of psychosis, I took severe offense. I needed a replacement phone and Ryan deemed himself OMNISCIENT OF CELL PHONE ISSUES would not exchange the device for a replacement, I had to purchase a $121.00 phone so I could have communication with my husband who is also on the Metro PCS plan. Best Buy's Ryan Cliff also told me that I never spoke to anyone at Best Buy who instructed me to return the phone-you must be confused, maam, he said. Well, I'm not confused about lodging a complaint on this website. I really want a refund considering the SamSung cell phone could have caught on fire.

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SusanMonroe, NY

Reviewed Jan. 13, 2009

On December 27, 2008, I purchased a Panasonic plasma TV from the Best Buy online site. I paid $1265, which included NY sales tax and $70 for basic delivery from their Middletown NY warehouse, 12 miles away. The TV was delivered on Friday, January 2.

After watching the TV that evening, then for an hour or so the next day, the unit totally died. We were watching it, and it simply turned off and wouldn't come back on. The power-on light would blink 7 times then pause, then blink again. I've since learned that is a proprietary code signaling a dead power supply module in the tv. I called Best Buy customer service right away, explained the situation and asked that they exchange the TV with a working unit of the same make and model. Considering that the tv hadn't even worked for one day, I felt that was a reasonable request. The person I spoke with said she would connect me with someone who could help me, and placed me on hold. This became a pattern that repeated itself, as I spoke with 9 different people over a period of 2 hours, 12 minutes, according to the timer on my phone. Most of my time was spent waiting on hold. Number 8 offered to set up a pick-up appointment to return the tv. She said they could not bring me another tv and make an even exchange. I told her that wasn't what I wanted, and asked to speak to her supervisor, so again I waited on hold until number 9 picked up. He said they could not deliver a replacement tv, but only pick up the first one for a return. He said then I would have to go back to their online site and purchase another tv and set up delivery. Since I had used a newly opened BestBuy credit card through HSBC, in order to take advantage of the 36 month no-interest financing, that option wouldn't work for me. There was not enough credit on the card to allow me to purchase another TV until I had gotten a return credit for the first one. Considering the time lag for a pick-up, issuance of a return credit, reorder, and wait for delivery... it reasonably could be a minimum of 3 weeks before I would have a working tv again. That's assuming Best Buy could pull off all those things without a glitch. I made an appointment for the return pick up, and a week later they came and got the tv, noting that it was in like-new physical condition. A few days later I got an email that the return had been completed and my credit card credited. What they didn't mention was that they did not credit me for the $70 delivery charge. When I called and questioned that, they said the delivery charge isn't refundable on a return, even though the return was due to a defective product.

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DavidBunnell, FL

Reviewed Jan. 13, 2009

I bought a Sharp R630DS platinum collection. This is a microwave with the controls located on the door. I bought the unit with the Best Buy four year warranty. The Magnetron failed within the warranty period and I took it in for a repair. Oddly the store offered me a new microwave replacement but had nothing comparable. This Sharp unit is unique in the way it handles the controls on the door and the interior size is maximized with this style. I have two of these machines and I wanted mine fixed. That is expressly why I bought the warranty.

As I said I took the unit for repair. About two weeks later Best Buy calls me and tells me that Sharp can't repair my machine. So I said where is my machine? They said that it was scrapped. I said that is my property and I want it back. I took a second trip to Best Buy, 30 miles away to fill out a form to have my own property returned in an expedited fashion. In the meantime, I located a Magnetron replacement part and discovered that the product could most certainly be repaired. Thus, Best Buy was cheating me out of my express warranty. Best Buy called me and said my machine was back and I could pick it up. The machine they brought to the counter was scratched up and filthy. The door on the front was not my original door. Someone has converted my property and stolen my good door off my machine and replaced it with a broken door. I had Best Buy plug in the unit and the LED lights on the door were dysfunctional. I informed Best Buy that this was not my machine but the store manager said it was my serial number on the back. I agree that was true but the door where all the controls were located was not my door. I said your repair guy has taken working parts off my machine and in effect destroyed any repair of just the magnetron. They wanted me to sign for the machine but I refused to acknowledge that the machine was mine in total. It was a tort conversion and trespass to my chattels, fraud, false pretenses and larceny by trick. They kept pushing me to accept a store credit for the cost of my machine but the problem with that is that I have no intention of every spending another dime in a Best Buy Store. They did something very unethical here all I wanted was my machine repaired. They said the machine was sent to sharp but that is not true. I am also going after Sharp about this. Whether this was Sharp or some clown that said they were authorized Sharp dealers, they caused a major harm by stealing the door off my machine and replacing it with a junk door.

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GwynEllendale, TN

Reviewed Jan. 13, 2009

I purchased a 60inch Sony February 2007 for $2800 and I also purchased a service aggrement for $400, on 12-12-08 my TV stop working. I called best buy and I was told the service center would call me 12-15, and they did. The service center said they would go ahead and order a lamp for my TV. I then asked for a technician to come out run diagnostic tests, because the power light was flashing NOT the lamp light indicator. The rep told me NO it was most likely the lamp and that is what they were going to replace. The service center said they WOULD have the TV fixed that week. On the following Monday I called the service center and they informed me that Best Buy told them not to order the lamp, they would order the lamp because it was cheaper, and they would ship the lamp to the service center to replace. During that time I am still asking for someone to come out and just determine what the problem was and not just throw parts at the TV, the geek squad and service center said NO. On 12-18 I called the geek squad and the service center and they blamed each other for the part not being ordered. I finally got them on 3-way to their surprised and the just started lying a little better. I have spoken with several geek sqaud reps and supervisors and most of them were very rude. During a call on 12-22 and the rep told me she was sorry I felt the way I did as if Best Buy was not responsible. On January 7, a technician finally came out and replaced the lamp and January 8, the TV was not working again same problem. I called the geek aquad again and the rep again insisted on ordering another lamp saying the part was probably just defective and AGAIN I ask about diagnostic check oh no!!!! gotta be the lamp. I initially told them that the TV does not play continiously like on showroom floor and it has been less than 2 years, the lamp should not have blown out so soon. They acted like was I not speaking, they just kept talking and giving my the order number, informing me that the lamp was going to ship directly to me because it was on back order. When I informed the manager that I had already spoken with another manger earlier and they informed that they had several lamps in stock he said "oh scratch the statement about the back order. On Januar 9, I called the store I purchased the TV from and spoke with the manager. The manager filled out some form the was emailed to the district manager. The district manager called me that night and said she was going to oversee this problem and get it resovled. She assured me that the service center would call me on Monday(1-11. When I called the geek squad today, they had no idea what I was talking about the supervisor I spoke with said the someone from a different service center would contact me and come out to REPLACE THE LAMP!!!!

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BillyRidgewood, NY

Reviewed Jan. 11, 2009

I just went to best buy in long island northern blvd, new york.

They were having a clearance on an open box flat TV, and I bought one. After I told the salesman, I wanted the TV, he just took the TV and didn't even tell me that I have to pay in the back area, after waited about 10 minutes, I figured it out my self then I went to pay for it after that wait for about 10 minutes to get them to wrap up the TV, but after that long, nobody wrap it up, I asked the cashier girl how long it going to take and she said about couple minutes, so I walked around the store for a while then I came back after 15-20 minutes and my TV was still unwrap so I asked the guy name Teddy ( who claim he was the store manager ), and instead of apologize or helping me out to get someone to wrap the TV, he gave me a really a bad attitude and manner, he told me to return the TV because it will take a really really long time to wrap the TV and he said I couldn't file a complain because he is the store manager and he told me to just wait instead of arguing with him. What a really good customer service this store has right.....

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AngelaSimsbury, CT

Reviewed Jan. 9, 2009

My husband and I purchased a Dell XPS M1330 less than a year ago. Two days after we purchased it, the "blue screen" kept appearing. We brought it back to Best Buy, who told us that they could replace the laptop, but a new laptop may do the same thing. Apparently sometimes the hardware is not installed properly, causing this blue screen and they could not guarantee it wouldn't happen with another computer. We took the computer home, hoping it wouldn't happen again. From time to time over the last year, it did happen, and we would just have to re-boot the laptop. About a month ago, the laptop just wouldn't turn on, the power button lit up but the monitor wouldn't turn on and there was no sound. I called Dell, who said to bring it back to Best Buy. Brought the laptop back to Best Buy, who said to return it to Dell as it was still within the one year manufacturer's warantee. Called Dell AGAIN to find out where to send it, got 3 different people on the phone, none of which could help, and they eventually told me there was no warantee on the computer. We spent almost $2k on this laptop and are shocked about the terrible service and headaches with both Dell and Best Buy. Neither had any interest in helping us. At this point I'm giving up on both of them and bringing the computer to an independent shop in hopes they can fix it. We will never purchase a Dell again and never purchase anything substantial from Best Buy.

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RogerCincinnati, OH

Reviewed Jan. 9, 2009

I purchased merchandise and financed it for $2350. The salesperson never told us there was an insurance policy on the contract.

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BrianNorth Charleston, SC

Reviewed Jan. 9, 2009

hi, i purchased a 42" insignia LCD TV on december 12 2007 and on november 22 2008 it began to have black vertical lines that appeared on the tv. i also had purchased the 4 year warranty with the tv. so i called the 1800 geek squad on nov 23rd 2008. they told me a company would be out within 2-3 days to look at the tv. i waited till nov 28th and no one came and no phone calls so i called 1800 geek squad back and they said a company would call on monday december 1st. again no phone call on december 1st so i called the 1800 geek squad back on dec 2nd and they said the company would be out on december 3rd between 8am and 5pm. so i took december 3rd off of work, i am active duty military so i had to take a day of leave. again no one came to the house to look at the tv and no one called. i called the 1800 geek squad number again on december 3rd that night and talked to a supervisor named matthew and he said a company would definatly contact me on december 4th. again no one called on the 4th so in december 5th i called again the 1800 geek squad number and was told that they would call me back before 4pm to let me know which company would be coming out to look at my tv. best buy finally called at 2:45pm on december 5th and said a company would call me on december 5th or december 8th to schedule a appointment. December 8th a company called and scheduled an appointment to pick up my tv on december 10th. they picked up the tv on december 10th and said it would be 3-7 business days before i got my tv back. i called the company who took my tv on the 12th of december and they hadnt looked at my tv yet. called the company on december 15th and had not gotten to my tv yet. december 17th they said they were going to finally diagnose my tv and i would have my tv back by december 27th. i did not get my tv back from they until january 5th and they stated the problem could not be fixed because parts are no longer available. so i went from november 23rd to january 5th and still had a broken tv. i had to buy another tv from target for 200 dollars so my family would have something to watch and my relatives would have something to watch while they were here for the holidays. when i got the tv back on january 5th i was told to call the 1800 geek squad and let them know my tv was not going to be able to be fixed and for me to get a new tv. the 1800 geek squad people said 3-5 business days i will get a phone call with a reference number so i can take my tv and the reference number up to the local best buy and get a comparitave tv. they said i did not have to get the insigia tv again and i could get any tv as long as it was comparative. my wife and son and i went to best buy that night to look at tvs and to see what i might be able to get. while i was there i spoke to a sales rep in the home theatre department that said all i can get was the new insignia tv! i told him i did not want to replace mine with that since i had problems with my old one. he asked the manager and the manager said i had to get the insignia model. i then asked do i gt money back because i paid 999.00 for my tv and the new model is only 699.00 and he said no. then he procedeed to tell me i was pretty much getting screwed. that made me so angry i left and came home and called the 1800 geek squad number and told them what happened and they didnt udnerstand and again said i could get any comparative tv i wanted. they said for me to go to a different best buy and try there. so again my wife and i drove 30 minutes to another best buy store and they said yes i can get any comparative tv. so i called the 1800 geek squad number again today since it is the 5th business day and i should be getting my referal number so i can get my new tv today. when i called today the lady told me i wont get my referal number until monday so i am again waiting. i have had a horrible time with this and it has been 46 days since i first started with this process and it should have been finished within 30 days max.

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ArlenerLawnside, NJ

Reviewed Jan. 9, 2009

i have a laptop that was purchased from bestbuy. i have an extended service plan on it. the plan states pretty much the same thing as the lemon law. if they can't fix the same problem three times then i get a new computer. they have attempted to fix the same problem for me four times. now i am supposed to get a new computer. this computer is my daughters who is a college student she is being inconvenienced by this store not being able to follow through with what they promise. the complaint on the computer has been the same all 4 times. the 1st three times they said it was a hardware problem. conveniently when it is time to give me a new computer according to the contract they conveniently now say that this is a software problem. a convenient change of terminology. the problem has been the same all 4 times. the diagnosis has been the same three times and all of a sudden now it is a different diagnosis.

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JoanneFox River Grove, IL

Reviewed Jan. 8, 2009

Purchased built in microwave oven in May 2008. Best Buy installer came and installed unit. In Dec. unit quit heating; called service. GE came out; took unit down to repair. Repairman first comment was "oh,oh look at this". It seems the unit had been dropped and damaged. The tech should NEVER had installed the unit; honest thing to do would have been to show me the damage and he should have refused to install a damaged unit. But, no he put it up. So now I am STUCK with this damaged unit...which the GE repairman documented in his work order "cannot be fixed because unit was dropped".... BEst Buy will do nothing; GE will do nothing. I will NEVER deal with BEST BUY for ANY thing again...not even for little things like batteries, CD's, etc. They are NOT BACKING THEIR CUSTOMERS.... they have NO customer SERVICE.... just a lot of "yakety-yak". Believe me,I've spoken to AT LEAST 15 different people from the store level to corp. consumer relations to no avail. Best Buy STINKS!!!!! I have posted this complaint before... and will continue to repost until this is resolved. Unit is still under warranty too!!

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PatrickN Canton, OH

Reviewed Jan. 8, 2009

I purchased a GPS that was on sale and appeared to be a very good savings. It was a name brand unit (Tom Tom) and I purchased it without any research. When I got home, I decided to get some reviews on the unit before I opened it to make sure that I would be happy with my purchase. After reading the reviews on the unit (cost $399 on sale for $179 + tax) I decided that I would return it - I HAD NEVER TAKEN IT OUT OF THE BAG nor had I opened it in any way. When I got to the store the next day, the clerk asked me why I was returning it. I told her the poor reviews I had read and she said, "You know there will be a $27 restocking fee." I said that I wanted to talk to a manager and she said, "I am a manager." At that point she had already ran my CC and said, "I'm sorry but that's the best I can do." I can tell you I will never shop again at Best Buy and I will do everything in my power to make sure my friends and co-workers don't either. Their $27 fee will cost them way more than they think.

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MistyFredericksburg, VA

Reviewed Jan. 7, 2009

My husband and I purchased a Mario Kart for our 4-year-old for Christmas. On Christmas morning when we attempted to play it, the WII would not read the CD. I went to the store to exchange it on the 26th but they were out of stock and said I had to call 1-888-bestbuy. I did so in the car. I was told that they would send me a return label in the mail so I may get a credit on my card. She told me to check my email in an hour and print out the label. The following day, Dec. 27th, I called to check the status of the email and was told the reps did not email them but sent them in the mail. Matthew told me he would authorize a return in the store for me and to check my email in 45 minutes and a second email would be sent when the item was available in the store. Again, no email was received.

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

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

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DouglasEbensburg, PA

Reviewed Jan. 7, 2009

My son is a student at Penn State, State College and purchased a Dell laptop at the above store in August of 2008. In late Nov., he had a problem with the computer and took it back to them. They advised it needed to be reformatted as it had multiple issues. Before doing the formatting, we discovered we had no system back-up discs or DVDs. Best Buy said to contact Dell. Dell said they issued the backups to Best Buy and that their system will not allow another set of back up discs to be generated. We did get the computer operating but, in the future, if we have another issue we have no discs and it seems they are not able to resolve the issue. I was on the phone with Dell 3 times, Best Buy Customer Relations 3 times and Best Buy store 2 times. Troy, at the store, even called Dell to try and get a set but we never got them. I would like to have this computer replaced so that we can have back up discs.

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GeoffRio Rancho, NM

Reviewed Jan. 7, 2009

We applied for the credit card online where it said no membership fees and it still states that on the website when we checked today. Nowhere in the small print does it say an annual fee. Well, we were charged $79 for an annual fee anyway and they said that since they sent us a disclaimer afterwards, the charge was valid. They waived it after talking to several supervisors but said we would be charged the fee again in November unless we closed the account before then.

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RonaldThorofare, NJ

Reviewed Jan. 7, 2009

I had bought a laptop for Christmas and on the receipt it said that I could take it back till the 8th of January 2009. Today, the 6th of January (7 pm), I took it back because the mouse on the Sony laptop was not working properly, and I wanted the issue taken care of. They first said it would cost $199.00 to repair; then I said that I would like to return it. They tried to dispute saying they could not take the laptop back because it was considered hardware.

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

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

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

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JasonLincoln Park, NJ

Reviewed Jan. 6, 2009

On November 6th 2007 I purchased a 42 Panasonic PLasma TV from my local Best Buy store. The cost was 1300.00 for the TV and the sales associate said that it may be a good idea to purchase the extended warranty program which costs 300 dollars but if anything ever goes wrong with the TV in the 4 year following purchase they will replace it with a equal model or give me what I paid in credit for a new one. On Dec 5th 2008 my TV died. The TV would not turn on or start just a flashing red light was all that would display from the power button. I called the GEEK Squad who told me that I would have to wait about a week before they can get a 3rd party service person out to look at my TV. When the 3rd party service people di make it out I found out that they are not even authorized by Panasonic to fix their TV's Never the less they told me they thought they knew what was wrong and said they would order parts and they would be back to fix it in 3-5 days. That was a month ago and I have heard nothing from anyone. I call everyday and the GEEK SQUAD gives me the run around. I was told after calling 10 days in a row that they would open a product replacment request which would take another 3-5 days to review by a commmitte to determine weather my cause was worthy of getty a replacement TV. When I asked the store I bought it from if they could replace the TV they said they could not because it was policy that they had to wait for it to be fixed three times. The store manager would not give me a timeline in which BEST BUY deems acceptable for a repair time but just said it may take 2 months or more to get fixed thats not uncommon I was told. I asked again for a replacement and was told that they could not just give free TV's away to everyone whose TV broke. (I'm sorry did I not pay 1300 for my TV? Did I not pay 300 for the repir/replacement protection plan?) Yet the employees feel like they are doing you a favor even repairing the crap they sold me.

MY SOLUTION!! The store manager told me that he would love to help me but can not budge on company policy. I am sorry sir but there is no way I can change corporate policy So I decided to beat them at their own game. I purchased another TV on my American Express card and took it home watched it for 3 days destroyed the box it came in and returned it. (According to their policy you can return a opened TV within 30 days with no fees) I told the manager I was going to do this once a week until I got a new TV and that I would cause his open box sales to go through the roof. (I worked retail before and open box is a hit to a stores bottom line no manger likes to do.) When I returned my TV the manager said. I called corporate and they said I can refuse the return since you are returning it out of spite So I ask, Why can they change policy in this instance but can not give me a new TV since they have not been able to fix it within 30 days of it breaking? The manager went silent and took the TV return. Which makes me feel good but I still do not have a working TV! I hate Best Buy!

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LeePhiladelphia, PA

Reviewed Jan. 6, 2009

I purchased a Samsung 50 lcd tv from Best buy with a 4 year warranty on November 23, 2008. I've had the tv serviced 4 times since then. On September 5 they replaced a bulb that burnt out. Afterwards the tv would shut off withpout warning from time to time. They came out again and blew air out of the back on October 5. The tv then blew a bulb along with a modular board. That was repaired on December 15. Once replaced I noticed that the all the HD stations were fuzzy since the repair. I requested from Best Buy that they just give me a replacement tv instead if continually repairing the same lemon set. Please help

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DavidFenton, MI

Reviewed Jan. 6, 2009

Sales person substituted a cheaper LCD TV than what was being advertized and did not inform the customer!! Model # LN-46A-630 was advertised and model # LN-46A-530 was substituted

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DianeDes Plaines, IL

Reviewed Jan. 5, 2009

My fiancee bought me an Insignia plasma 32 TV (made by LG) for a Christmas gift in late December, 2008. Of course, my first words were, you shouldn't have spent that kind of money, as both our jobs are a little shaky right now. The digital conversion is coming soon, and we have heard from a couple of friends that they've bought converter boxes that didn't work properly and needed returning, so buying a new TV seemed a viable solution to messing with a box. Today while watching the TV, there was a loud pop, then the picture went black and there was only sound. A short while later I noticed a large crack on the screen. I did some research online and many have had the exact same problem with Insignia and LG plasma TVs.

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

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

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BobAnaheim, CA

Reviewed Jan. 4, 2009

$25-Nexon prepaid game card was purchased on 01/03/09 from Best Buy. Game Website states the card is EXPIRED. On 01/04/09, the card was returned to exchange for a new card. Tim, the customer service manager, confirmed the Expired card online. Tim who adamantly refuses to provide his last name emphatically stated that there is nothing he could do; I have to take it up with the Game Company who, online, would not respond.

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TerrySanger, CA

Reviewed Jan. 4, 2009

I purchased my computer at a Best Buy store. After only 7 weeks the hard drive failed. I took it in to Best Buy who has to ship it out for repairs. They kept it two days before putting it on a Best Buy truck. At that point, it took 11 days to reach the place of repairs. Then because of Christmas, it stayed at the repair center for another 6 days before they looked at it to discover the hard drive was out... like I told them. Now, they have to order the part. It has been another 5 days and I'm not anticipating getting it back until another 7 days or so. So, it has been 24 days so far to get a repair done on a brand new computer, and I'm sure it will be over a month before they finally get it back to me... I will never purchase another item at Best Buy.

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DonnaManchester, NJ

Reviewed Jan. 4, 2009

We bought a 62” TV from Best Buy 4 years ago. On December 5, we had a problem where we thought the lamp burned out. It was a projection screen. We bought the extended warranty which expires in March 2009. After three attempts they finally came out on the 17th of December. They said it is not the lamp, but another part which was the chassis. We went to Best Buy, and they said our TV that we paid $3,800 for 4 years ago is now only worth $2,000. If they couldn't fix it, Best Buy would give us another TV worth $2,000. The Geek Squad is who they get to repair the TV's. They said they would find out if the part was too expensive, they would give us a confirmation number to go to Best Buy and pick out another TV.

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

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

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D.Tigard, OR

Reviewed Jan. 2, 2009

My wife, son, and I went into the store not planning on buying anything; we were there just to accompany a brother in-law for a home theater sub-woofer purchase. A Salesperson approached my wife about a 42" Panasonic Plasma TV that they were selling for a good price because it was an overstock floor model. Being skeptical about plasmas due to their image burn in problems, I did not want to purchase the TV, also strongly considering that it was a heavily used floor model as well. The salesperson then assured us that nothing was wrong with the TV and we could purchase the 4 yr. extended warranty so if anything was wrong with the TV or if it broke for the full 4 years, we would be fully covered up to the point that if the TV was un-fixable they would replace it with a brand new TV of the same kind no questions asked.

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

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

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

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

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

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PaulMadrid, IA

Reviewed Jan. 2, 2009

We purchased extended warranty for a camera purchased for my daughter for her birthday with a 2 year extended warranty. Last week I took the camera to Best Buy to get repaired - a screw had fallen out and a rubber around the lens fell off the camera. I was told this would need to be sent in for repairs and would take 2-4 weeks. We only had two weeks before she left for Austria for college for the next semester. I asked if we could have it repaired and have them forward it on to her there - they would not. I asked if they could write up in invoice that these damages happened during the warranty period and let them fix it when she returned as the warranty expires in March and she will not get back until May - they could not do that.

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

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CatalinaWillingboro, NJ

Reviewed Dec. 31, 2008

Everytime I call the phone rings for an extremely long time. When someone finally answers the phone they transfer the call and the phone again rings for a very long time (well over 8 rings) until the call drops. THis happens constantly. I only deal with that store because it closest to me. The next store is in Philadelphia. I'm very frustrated. I've made the corporate office aware of this several months ago and the problem continues.

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CarlaIrwin, PA

Reviewed Dec. 31, 2008

On December 19 2008 I went online to purchase a 42 Sony Bravia 1080 LCD flat screen tv. The item was In Stock and Available online but not in stores. So I purchased the item using Best Buy Gift Cards. My purchase price was 1100.00. With the order confirmation I was asked when I would like delvery on my TV. The dates were Dec. 24 through Jan. 4, 2009. I chose Dec 26 because I didn't want the TV for Christmas but wanted it to be installed and in use by New Years Day. On Christmas Eve I received a phone call that said my dleivery date was to be pushed back to Dec. 31. I called the warehouse delivery service and they told me to contact Best Buy online. I called the service number of 888-BESTBUY. And of course was put on hold for 40 minutes. When I did get in touch with a rep, and told him the Dec 31 delivery date was unacceptable, he told me someone would get in touch with me by phone on Dec. 26. I waited around all day for delivery of my TV or a phone call. At 8:30pm when I figured I was wasting time, I called the number again. Once again I was on hold waiting for a customer rep. I got through to a young woman named Kelsy, who was very rude. After telling her my situation and complaining that I expected delivery on the 26th now I had t wait until the 31st, she said Why don't you just buy the tv from someone else! I was astounded. I asked her if she meant that, even tough she was employed by Best Buy she was suggesting that I spend my money at another store. Her reply, I just frigging work here! Shocker! I told her that her manager may want to know her loyalty to the company and asked to speak to the manager. She put me on hold again and I remained there for 15 minutes until I hung and redialed. I asked for a manager. I got a supervisor for customer relations. I told him my story and he asked if I was sure this was what was said. I laughed and said it's hard to make up, I just frigging work here. I told him that while I was on hold I heard the recorded message say calls may be monitored for quality and training purposes. I said I hoped that the phone call to Kelsy was indeed recorded.He put me in touch with the warehouse and while he was on the line the warehouse manager tried to contact the manager of the Pittsburgh warehouse to find out about deliver of my TV. They had closed for the evening, but he gave me phone number to call the next day. I told him I would call the number and also told him that this was unacceptable service from Best Buy, I wanted my TV by Monday Dec 29th. I called the number on Saturday and there was no answer. On Monday I tried once again to call the 888BestBuy number and once again was on hold. This was during my lunch hour at work. When I got to a customer service rep, Jan, she was very nice and considerate. She read all the case numbers and was very shocked about the response Kelsy gave me as well. I told her I thought I should be compensated for the aggravation and nuisance I had been having with this delivery nightmare. I told her I should get a warranty agreement on the TV for free. She said she agreed that I should be compensated with something, but unfortunately she did not have the authority to dispense that kind of compensation. She forwarded my call to Customer Fulfillment who could not assist me either and they sent me to Consumer Relations. The manager there told me the best they could do was to give me 70.00 gift card to Best Buy to cover shipping expense on the TV. I said No because I don't intend to purchase anything from Best Buy ever again.

Today while I was at work I received another phone call that said my delivery date was now pushed back from Dec 31st. I called 888BESTBUY once again and demanded to speak to a manager immediately. I got a customer representative who would not put me through to a manager until I told her my story. Finally the floor supervisor, Cory, spoke with me told me he could not do anything about the delivery nightmare. He too, was rude. When I told him that if Best Buy depended on the service side of their business for their bread and butter, they would be bankrupt, he said thank you for calling Best Buy and hung up on me. So now,Best Buy has my money and my TV. I am told the next delivery date for the TV is January 15th nearly 1 month after purchase. You might say, why don't you just cancel the order and buy it somewhere else. Because I purchased the TV with Best Buy gift cards, they refuse to refund cash. They will only refund a gift card. So I would have $1100.00 worth of gift cards from Best Buy that I would NOT use. So I am very frustrated. I am writing to everyone who will listen. I am telling everyone who will listen and trying to find more places to complain about this company regarding their service and dishonesty regarding IN STOCK/AVAILABLE items and guaranteed delivery dates. We'll see the outcome.

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JanaSlc, UT

Reviewed Dec. 30, 2008

I purchased a washer and dryer set on clearance from Best Buy on Friday - it was scheduled to be delivered on Monday. I was told someone would call to let me know a two hour time frame when I could expect delivery. No one called. I tried to call Monday before I left for work, but they don't open the store until 10. So I called again at 10 - it took me 10 minutes just to get someone to answer their phone - only to be told that the two hour window was from 9:30 to 11:30! So I raced home to wait for delivery. At 11:40 the delivery still had not come - so I called Best Buy again - after another 20 minutes of sitting on holding and getting the run around, I was told that they couldn't get in touch with the delivery man, but they left him a message to call me ASAP. About 10 minutes later he called, informing me that the washer they sold me was not in stock and he was still trying to find one from another store and didn't know when or if he would be able to deliver. It would have been really nice to know this before I took 2 hours off work to wait for him to show. I tried to call the store again to talk to a manager, but couldn't ever get anyone in the appliance department to pick up the phone, so I called corporate customer service. They were very kind, but explained they couldn't do anything because the product was a clearance item that they were not restocking. But said they would send me a gift card for my trouble and told me to go into Best Buy to see if I could find something to replace it or to cancel my order. So, I went back in to Best Buy and it was finally determined that there was a newer model that the salesman thought was the clearance model - which caused the whole mix up. He took my phone number and said he would redo the order with the new unit at the clearance price and would call and let me know when I could expect delivery. Surprise, surprise, no phone call. I spent another 20 minutes this morning trying to get in touch with someone at the store. Only to be told that they were going to give me the new model at cost - but it was still about $40 more than the model I originally purchased and I needed to come back in and repurchase everything. If the unit wasn't such a good price, I would just cancel everything because I don't want to deal with their crap anymore. I guess you get what you pay for. I can say that after this, I am seriously reconsidering paying for the extended warranty if this is the kind-of service I can expect. And I will never make any large purchase from Best Buy again.

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ChuckMedia, PA

Reviewed Dec. 30, 2008

I bought an MP3 player as a gift on Sunday, 12/28 through bestbuy.com (in order to save time, I foolishly thought) for pick-up at the Springfield, PA store, using my debit card for payment. That's where the fun just started. AFTER I placed the order, I found out I had to wait 45 minutes for a confirmation e-mail. No time saved there, as the store is only 15 minutes away. (False/misleading advertising?) So I wait for the e-mail, go to the store and pick up the item. No problems with this process, it was very quick.

However, when I gave the item to a friend, they almost immediately discovered that it was defective, so after work last evening, on my way to pick up my sister to take her to the hospital to visit her husband who had just had a stroke, I figured I'd stop to EXCHANGE the item for one that wasn't broken. Simple enough, should take what, 5 maybe 10 minutes, or maybe I'm just an idiot. I went to the MP3 department, picked up an identical replacement item, and stood in line for 20 minutes. When I got to the counter, I was informed that they would have to credit my debit card for the DEFECTIVE item (which takes 3-4 days to get the funds back into the account), and they would charge me for the "new" one (which wasn't a new purchase, of course, it was simply getting what I PAID for already, an item that wasn't DEFECTIVE), meaning that in 2 or 3 nanoseconds, the money would be taken OUT of my account again. Result, for 3-4 days I would have paid for this item TWICE, while BB and the Bank take their good old time putting the money back IN to my account. I told the customer disservice rep that this was not acceptable. They called a manager and 10 minutes later, the alleged Manager, a guy named Jack, approached with an attitude of total arrogance, spouting the "Policy" on returned items. I explained my position, and he told me that "this was NOT going to end the way I wanted it to". Like a robot, he was totally inflexible, arrogant and threatened to call the police when I got upset about the fact that the item was DEFECTIVE and I simply wanted to swap it for an identical item, not have to pay for it twice. I picked up the replacement item (had to physically wrestle it away from Jack as when I went to pick it up, he grabbed it at the same time along with the receipt (MY receipt got torn in the process)and headed for the door as my sister was waiting for her ride to the hospital and I had already spent WAY too much time on what SHOULD have been a minor inconvenience, not a Policy Pissing Contest, and Jack motioned to the Door Gorilla to stop me (false arrest and detainment? I HAD PAID the value for what I was attempting to leave with). Totally frustrated and pressed for time (good thing my sister was waiting for me or I would have let them call the police, then sued them for false arrest and detainment), I went back to the counter and got the credit issued for the return, not buying the replacement from these strong-arm tactics bastards, in accordance with their Precious Policy. To add insult to injury, when I got home very late last night, I had an e-mail confirming the return, and the REASON listed, as copied directly from the e-mail was: Your return details are listed below. Our records indicate that this item was returned because you no longer needed the item. In the interest of accuracy, I called Customer Disservice and after being on hold for about another 10-15 minutes, explained to Andrew, the phone Customer Disservice Rep that I returned the item because it was DEFECTIVE, NOT because of the reason stated in the e-mail, and that I wanted a replacement, accurate and factual e-mail sent to me. He said okay. That was 11 hours ago, and I still haven't received it. I called again and spoke with Deana, who informed me that they had no way of issuing a replacement, accurate e-mail, that the person at the store had checked off the reason on a form (lie/misrepresentation by Jack?) In the past year, I have spent a minimum of $2,900. at Best Buy, and that's just stuff I can easily remember...about 8 or 9 items, not including smaller stuff. Those days are OVER. Their assinine Precious Policies, arrogant behavior, and criminilizing the customer for attempting to do business in good faith with them have ended my relationship with them PERMANENTLY. I will be reporting them to the Better Business Bureau, and may call the local police to file a false imprisonment charge, which I did not have time to deal with last night. I cannot believe that this assinine policy that REQUIRES the customer to pay for the DEFECTIVE ITEM twice is legal! Their propaganda about "outstanding customer service" is nothing short of outright lies and misrepresentation. I'm not alone. The number of dissatisfied customer posts all over the internet is staggering.

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RonHolmdel, NJ

Reviewed Dec. 29, 2008

My wifw purchased a camcorder for me for Christmas. She asked if it could be returned and she was told yes. When I went to return the product I was charged a 15% restocking fee. I was told that it was on the back of the the receipt and on the walls in the store. No signs are in the vicinity of where the product is displayed. How many people get the receipt with a Christmas present. Every purchaser should be notified of the restocking fee and signs should be visible at the product location. I find this an offensive abuse of consumer rights.

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CynthiaWhitefield, ME

Reviewed Dec. 29, 2008

On 12/18/08, Best Buy advertised a Sharp 19 720p LCD TV for $199.99- a savings of $180.00. I went to the store located in Auburn, ME. They did not have any, but called the Augusta store for me. A clerk there said they had several and would put one on hold for me. I called the Augusta store personally, approx. 1 hour later to confirm the advertised TV was there o nhold and to tell them I would be there a little after 5pm to pick it up. The clerk was very rude and told me that if someone came in for one, they would sell it- firts come first served! I asked to pay for it over the phone with my Best Buy card and he said they would not do that. I asked to speak with the stoire manager. He wouldn't let me- put me on hold and when he came back on- said it would be there when I got there and hung up.

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MikeMarysville, Wa, WA

Reviewed Dec. 28, 2008

Best Buy sales associated lied about the length of factory warranty on the Insignia stereo.

I bought an Insignia stereo at the Marysville Best Buy in Smokey Point one year ago for my sons birthday. After several months of use the radio stopped working and then the I-pod receiver developed a short. I was not in a hurry to get it back to the store; because I was told it that it had a one year factory warranty. However, when I returned it weeks before my sons next birthday, I was told that it only had a 4 month warranty. I told the Geek Squad associate I would not have bought a product with such a short factory warranty. I decided to see how much a new Insignia stereo was and went to the stereo section. I asked a sales associate there what the factory warranty was on this new insignia stereo, He said it was 1 year. I then asked the sales associate to walk with me to the Geek Squad counter and tell him what I was just told about the new product. The Geek Squad associate had to explain to the sales associate that they dont have one year warranty on the Insignia products. After much discussion I agreed to pay for the repair if they paid for the shipping and the stereo was sent to the factory for repairs. Weeks later I received a phone call from the Geek Squad, saying that the stereo was not repairable, because they could not get the parts. I went back to the store 12/27/08 to pick up the one year old stereo system that could not be repaired by the company who made it. I told the Geek Squad I wanted a refund for this worthless product and I wanted to talk to management. After 10 minutes another person who I assume was the manager returned and said they could give me $35 off a new stereo. I told him that I had asked to see a manager, not make deals with another Geek Squad associate, and then he left to find a manager. After another 10 minutes, someone who may have been a manager came to the counter and said that the computer system would not allow them to return the product. He could only offer the $35 off a new one. I agreed to look at new equipment and walked over to the sales floor with the Geek squad associate where we met with two other sales associates. I pointed to a new insignia stereo and asked one of the sales associate what the factory warranty was on it, he said one year. Im not sure if the sales associates are just poorly trained are if they are told to lie, but they repeatedly gave false information that cost me lots of time and over a hundred dollars. Best Buy says that the Insignia is their product, but it may be junk and people are being mislead. Hope you can help Mike

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GeorgePelham, NH

Reviewed Dec. 28, 2008

I purchased a video game for 69.00 and it turned out to be a waste of money. I went to your store in Salem, NH the following day to exchange it for a different game only to be told I cannot return or exchange it. I was, however, able to exchange the same game at a different store. I find this policy to be completely ridiculous and would like an explanation as to why an exchange could not occur. I will find it difficult to shop in your store knowing that I cannot exchange the item if I am unhappy with it.

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EllieValrico, FL

Reviewed Dec. 28, 2008

I purchased a 32 Insignia LCD tv online and picked up in the store December 6th 2008. I gave it to my son as a Christmas gift. When we hooked it up and turned it on the tv had two spider web spots. SO on Dec. 26th we brought it back to the store and was refused an exchange. They said the box was not damaged so it is not their responsibility. They basically called my husband and I liars. They told us to call Insignia and I told them that was not good enough. So we finally left the store and called the 1800 number to complain and got nowhere. Then we called Insignia and they basically said there is nothing they can do for us the store needs to take it back. So my husband decided to try to exchange it at another best buy and they refused with different reasons. I never in my life had such a problem returning merchandise before. I will tell everybody I know about my horrible experience with Best Buy. They have the worst customer service I have ever experienced. I will never shop at Best Buy again. Best Buy has not heard the last of me. I am going to the news and I will post things about them on every website possible. I hope more people join me and do the same. Best Buy sucks.

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LizzetteStaten Island, NY

Reviewed Dec. 28, 2008

We bought a lap top computer on 11/24/08 as a christmas gift for our daughter and we never opened the box since it was her gift.When she opened it on Christmas day it wasn't the one she wanted since she needed the lap top with the camera on it. We contact Best Buy many times and we were told that we needed to do any exchange during the the 14 days we purchase the computer, not after. We just wanted to pay the difference and get my child the lap top she wanted and Best Buy told us that there was nothing they could do. We were totally shock by the way Best buy handle the situation knowing that people purchase gifts for Christmas and for one reason to the other those types of returning policies should not be allowed.

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JeffSunnyvale, CA

Reviewed Dec. 27, 2008

My wife bought a digital camera for me from Best Buy as a Christmas gift. The camera was a point and click type Sony digital, and I was interested in exchanging and upgrading to a SLR digital. Upon returning to the store with the receipt (well within their 14 day return window), we were informed of Best Buy's 15% restocking fee policy, which amounted to a charge of about $50. If we had known about their consumer unfriendly policy, we certainly would have avoided buying this item from Best Buy, or at least not opened the box. But when you're given a gift, it's a little odd to ask about the return policy before even looking at the gift you were given. The camera was unused, with all product info, cords and accessories undisturbed in the box, factory sealed in their original packaging.

While I'm assuming there's nothing inherently illegal in this practice, I feel it's a deceptive and unethical business practice to expect consumers to read the fine print on the back of receipts in order to avoid hefty fees when returning new merchandise. A verbal notice at the time of purchase and a signed acknowledgment should be mandatory. The sales person in this instance did not disclose Best Buy's restocking policy at the time of purchase. While I don't expect this situation to be resolved to my satisfaction directly with Best Buy, I will no doubt spread the word, and would most certainly be interested in joining any class action suit should one materialize. Again, I don't think their practice is illegal, just crappy customer service.

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TwylaLivingston, TX

Reviewed Dec. 25, 2008

I was in the store for 20 minutes looking at LCD TVs. After not receiving any help although there were several employees in that department; I approached the greeter, and told her that maybe they should get more help because I had not been approached or had any questions answered. I told her that I was going to buy a TV, but was going to another store because of the service I had not received. In front of my teenage nephews and niece she told me Good Luck with that they're going bankrupt. I walked my nephews and niece to our vehicle, and walked back in to find the same female laughing and talking about the incident to another employee. I asked for the manager, and to my surprise the other employee was the manager. He advised he would deal with it, and asked if I needed anything; after the unprofessional treatment...I refused and walked away.

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LauraEllicott, MD

Reviewed Dec. 24, 2008

I purchased an IPOOD dock radio online, I recieved the first email stating they had recieved my order, the second email stated that they did not have the product at any store for pick up.I spoke with customer service they gave me a case number when i insisted to speak with a manager they told me they did not have a nummber to give out and sometime they did not know when because of the holidays a manager would call me , however they never asked me for my phone number . meanwhile my account is in the negative 95 dollars thanks to these crooks!!!

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PeteMontclair, CA

Reviewed Dec. 24, 2008

My Washing machine that was 1 1/2 years old break for the 3rd time. The machine was out of warrantee so i knew I need to pay for service, I had no problem with that! I had a service man come out to my house he said i need a new inner and outer tub assembly. $375 was the estimate. They schedule an appointment for Friday 18/18/08 between 8AM-noon. I took the day off work so i would be there when they came. They called about 10 AM and needed to reschedule till Monday 12/22/08. A told them id been over 3 weeks without a washing machine could they please have someone else come out that day and they refused. So i reluctantly took the following monday off again and they not only didn't call they didn't show up. I walled a total of 7 times and spoke to 5 different supervisors and all vowed to call me back with a resolution and non of them did. I asked to speak to a superior, district or regional manager and the would not release that information! I went to the store where i bought the washing machine in Montclair California and asked for the store manager and he referred me back to 1800-Geek-Squad for apparently more of the same run around. I asked for the name and number of the regional or district manager and he refused to give me that information. as of now no one has contacted me and I'm still without a washing machine! I don't know what else to do?

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TammyChesterfield, VA

Reviewed Dec. 24, 2008

I brought a laptop on Sunday well from the start it was acting up. I returned it to the best buy closest to me and the geek squad looked at and said it was a defect in the software...which i did not believe because it was acting up before i activated the trial virus software that came with the computer. He told me that they were out but the store i purchased from has one left. I asked him if he could call the other store and let them know i'm coming and explain what was going on with the laptop. Oh no he couldnt do that because it was a hot item so i took my chances and went to the orginial store i brought it from. The girl from the geek squad barely looked at it and said she could find nothing wrong so she sent me to costumer service where i could exchange it for another one. The boy at customer service tells me that there is no more well then i ask for my money back and proceeded to tell me that were gonna charge me a 15 percent restocking fee. Now how is that fair to me it is not my fault that the laptop was a defect. I got charged 55 dollars to restock that laptop. I get home and call the main number and ask for a gereral district managers number and she proceeds to tell me she cant give that number out. I tell them on the phone my problem and they said they could send me a gift card for the 55 dollars thats not what i want i want my money back. To mention i paid cash for the laptop and they tell me i'm gonna have to wait for a check to be mailed to me. They did not have to wait on my to fork over cash so why should i have to wait to get cash back. I hope people read this and think twice about making a purchase at best buy.

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CarolynBristol, RI

Reviewed Dec. 23, 2008

A few years ago I went to the Best Buy in Seekonk, MA to buy a computer listed on sale in a flyer. They did not have it but said they would get it from another store. They called me, said it was in, I went to pick it up and they said it was not there and there was no record of my request. I said I would never shop there again. Recently I went back to the same store in Seekonk MA, twice I waited over 20 mins for someone to help me buy a stove, I left, I had no time to wait. I went to the Best Buy in Attleboro MA, bought a stove and paid for it, including installation and delivery. The installers called to say they could not deliver it on the day I requested so we arranged it for another day. The installers arrived, decided it was too icey, left and never called back to reschedule. Had they knocked on the door they would have discovered that the stove should have been delivered through the garage where there was no ice. I called the Attleboro store and finally got someone on the phone who basically told me it was out of their hands, to call 1 888 BEST BUY. I got cut off twice. Finally I got someone who told me that an order for installation had not been made, of course it had, why would a plumber attempt to deliver without an order, at this point I was not happy. Finally they found the order and said they would call the installation company and that the company would call me back, they did, and apparently they will deliver the stove tomorrow morning, we will see. I paid for this stove 10 days ago, this is ridiculous, do not buy from Best Buy, they do not appreciate you as a customer, only the cash you put in their hands. They need to hire more people so that customers do not need to wait and they need to follow up at stores instead of at call centers.

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AdrianPort St Lucie, FL

Reviewed Dec. 22, 2008

i bought a plasma television from Best buy with added warrenty. it turn out thhat the television is not working properly. i called best buy who sent out a repair man who told me that he cant do anything to the tv and i should call panasonic. i inform best buy who told me that if the come to examin the television i would have to pay.

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DebWalton, KS

Reviewed Dec. 20, 2008

I bought a digital picture frame as a gift. Three weeks later, my daughter opened gift and tried to return it one week later and it was refused. We were past the 30 day limit by 2 days. Keep in mind, that we leave 40 miles from the closest store. Not a close trip to make. I was not asking for a refund even. Only a store credit to apply to something else. I am aware of their 30 day policy, but this is an unfair practice that penalizes consumers who are not trying to take advantage of a store's return policy. I think this is a case of a large corporate store beating up the little guy, just because they can. Any recourse? Guess it pays to shop the small retailer who appreciates the customer.

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BethWest Rutland, VT

Reviewed Dec. 19, 2008

On 12/6/08 we pre-ordered a Dark Knigth DVD with Joker Mask on the Best Buy Website. We received a confriming email with correct item described. On 12/10/08 we received notice that the item had been shipped, once again, the notice described the correct item. On 12/13/08, the package arrived and it was the wrong item. Called Best Buy and explained what had happened. Was told they would need to "investigate" and would get back to me in 48 hours. They assigned a case number (55190250). 7 days later, no one had called, no one had sent any emails. I called and once again was told they needed to investigate. I told them there was nothing to investigate. Very simple. They assigned the wrong sku number to the item on their website and therefor sent me the wrong item. I needed them to correct their error and send the right item. The person I spoke to could not have cared less. She just kept insisting they would investigate and get back to me. I kept telling her that I just needed the right item sent. I asked to speak to a supervisor and was told that wasn't possible. She hung up on me. I called back. The girl I spoke to this time was very nice. She listened, understood, got the correct sku for me (9137392) and tried to place the order. The item is sold out. I spent $14 more than I could have gotten the DVD for locally because my son wanted the Joker Mask that came with it. And when the wrong one came and he knew he couldn't return it if he opened it, I spent another $28 buying the DVD locally so he could finally use his new BluRay player he bought specifically for this DVD. And I have spent over 3 hours on the telephone. I still do not have and apparently will not get, the item I ordered and paid for and it has cost me an additional $50!

I asked if they could locate the item in a store and they said there was no way for them to do that. No wonder they are in bankruptcy. First they assign the wrong SKU and send the wrong item.

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EdwardDelray Beach, FL

Reviewed Dec. 19, 2008

Took possession of Florr model Kitchen Aid Stainless Steel Bottom Freezer Refrigerator that did not have Factory installed ice-maker. Was told ice-maker can be ordered and installed by Best Buy without charge. Three attempts were made by Best Buy to get an ice-maker installed. Delivery truck-man also service/repair equipment visited my home and attempted to install what was suppose to be the correct ice-maker (twice) but was not. Paper work I signed that I did not getor allowed to get copy of confirms my point of view. I went to Best Buy, spoke to Appliance supervisor Mr. Evan Mason said he ordered the correct ice-maker. When it came into the Best Buy store in Boynton Beach I visited to pick up the ice-maker when I opened the box in front of Elsa who was on duty (Evan wasn't in store at time) I found that the electrical harness for connection from ice-maker to refrigerator with other components to make ice-maker work were not included. When I got home I did some research and made calls Kitchen PArts department and discussed my=y problem. The parts person from Kitchen Aid said the part #'s Best Buy was ordering based on Refrigerators spare parts for Model KBLS22KTSS00 list Evan Mason uses on Best Buy web site would not be correct. Part number for ice-maker furnished complete for field installation would be Part #:4396418. I visited Best Buy in Boynton Beach and spoke and had given part # to Murrray in the Appliance Department. Murray said he would give it to Evan Mason when he gets in (Scheduled Sunday 12/14 9-4PM Tues 4-10PM Thurs. 4-10PM)and it would be taken care of. I also called Tel # posted on Best Buy web site 1-888-237-8289) and was connected to Consumer Relations and spoke to Jackie (Jacqueline). I explained situation to Jackie she would look into and call me back. I called today (12/19 approx.11:00AM) Got run around until call was put on hold jackie's automatic answering machine advised to leave message and she will call back. All I want is an Ice-maker. But seems that Best Buy people ares so incompetent it surprising the company got to be so large. Company does not allow to post or talk to anyone about in store problems.

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TimEast Lansing, MI

Reviewed Dec. 19, 2008

I am a litigation clerk and law school graduate awaiting bar admission. I recently purchased a 40 Sony LCD Television at Best Buy and 4yr warranty/replacement plan. At the time I purchased the TV and warranty, Best Buy represented that in the event of a defect or other problem, the warranty would afford me a hassle free replacement. When I inquired further about the warranty, the clerk assured me the replacement would be a product of equal or greater value.

Five months after purchasing the TV (paid cash), it developed serious problems. After numerous calls, and delays, Geek Squad made two visits, ordered wrong parts, etc., and after 4-5 months agreed to replace the TV. On arrival at the store to complete the replacement, a clerk stated that he believed the most appropriate replacement was a television with a sale price that was significantly less than what I paid. When I explained what was stated to me when the warranty was sold, I was advised that the stores have discretion to select replacements, irrespective of sale price. I refused, and left the television at the store (as I had been instructed to do). I now have no television, and am without the approximately $2000.00 in cash that was paid. My attorney, a prominent litigator, has drafted a preliminary complaint stating causes of action under various Consumer Protection statutes, as well as fraud-based theories, etc. In essence, I contend that Best Buy made fraudulent misrepresentations regarding the warranty to induce my purchase. Because I am very reluctant to purchase warranties of this nature, I took care to ask very specific questions of the clerk at time of purchase, and was never provided, or asked to sign or acknowledge any document setting forth the terms of the warranty. As many know, retailers' methods of incentivizing the sale of, and selling, extended warranties has been the subject of some controversy in recent years. While I am not sure what Best Buy's internal practices are regarding the sale of these warranties, I suspect that employees are motivated to sell them to a degree that leads to misleading sales practices.

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JanetCherry Hill, NJ

Reviewed Dec. 19, 2008

I purchased a flat screen Insignia tv for my mother april 2007. It broke within the first year. I have dealt with We purchased the four year warranty. Over the last nine months I have had to deal with the Geek Squad to get the tv repaired. I have made no less than twelve phone calls and scheduled four visits. They showed for two. After telling me the tv HAD to be repaired because the part was ordered, they said, the next day that it would be replaced. When I went to replace it today I was told that the warranty is void once one replacement is made.

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CarlosLos Gatos, CA

Reviewed Dec. 17, 2008

I bought a 42? HP Plasma TV in November 2006. This television was on sale as an open box item. The sales person told me that if I get the extended warranty it will cover any damages to the TV. I went ahead and purchased the four year warranty. Now on August 2008 I got a new PS3 with a HDMI cable. When I looked to connect the cable I saw the HDMI port was broken. I called Best Buy service tech department and they sent out a tech he said they have to look for the parts. Three months later I called Best Buy again and they said sorry that I had to wait so long and that they need to send another tech out. The 2nd tech came out and looked at my TV and said they dont work on HP brand. So I called back to Best Buy and they schedule a third tech to come to see my TV. I had an appointment from 8am to 12 pm I was there waiting until 3:00pm. No one ever showed up and no call was made to me I had to call Best Buy 3 times and every time I called I was told that they will call the tech and he should call me back soon. Now today I had the forth tech come out to see my TV, he said the HDMI port is broken and they cant locate parts for it. So I went ahead and called Best Buy and told them what the tech said. They told me that my television will not be able to get replaced because that is not covered under their warranty. I spent $1200 on the television and $250 on the warranty and now they dont want to replace or fix my television.

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ThuyNorcross, GA

Reviewed Dec. 17, 2008

We bought Dell M1330 from BestBuy in Feb. 2008. The lap top shutting down on us. We bring to BestBuy for Service, 2 weeks later they want us to pay $650 to fix it. even though it is still under warranty, we declined the service and ask for explaination. They told us moisture cause the Mother failed. we do research on the Web about this Model Dell M1330. People has a lot of issue with CPU and MotherBoard to fail. We brought attention to their managment. they still refused to fix them, they also menion This is Dell Problem. when we mention that we have 2 years extended warranty with Bestbuy, then they said it is not covered because we did not buy Accidental extended warranty. When we went to BestBuy to get our laptop back, they missed assamble the laptop then they have to send out 2 more weeks. They had kept our laptop for 4 weeks now. I just want people out there to know that DO NOT BUY any thing from BestBuy if you still need their services, you are going to have a nightmare when it come to provide service.

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FrancesOakridge, OR

Reviewed Dec. 17, 2008

Like many others we purchased a TV at Best Buy. We bought it on a NO FINANCE CHARGE agreement if it was paid off within 12 months. We divided the payments equally and worked diligently at paying the TV off, we made the last payment and had met our agreement. Then we get a bill for $500 for finance charges. I called about this and they said I had NOT paid it off within the time span allotted...after speaking with numerous people and assuring them that I had met my obligation they said it isn't when they receive the payment but rather when they get around to posting it. She stated that frequently they are busy and things don't get posted immediately therefore I should have sent it in a week earlier. Funny how everyone of the other payments were posted immediately..but not the last one.

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LarryPerris, CA

Reviewed Dec. 17, 2008

I bought a Sony 46 TV - Took it home and found concealed impact damage to the screen (looks like a forklift hit it. Took the unit back to Best Buy and was told since no damage was indicated on the box, they were not responsible for replacement or credit for the TV, and call Sony with my problem. I called Sony and after going through 3 departments and 2 weeks of waiting they called me with the same responce, were sorry buy impact damage is not covered by warranty, even though I pointed out it was concealed damage, found when the unit was unpacked at my home. So at this time I have an $ 1800.00 damaged TV that neither the store or manufacturer will replace. My credit card company is looking into it now, will see what they come back to me with.

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HeatherLancaster, PA

Reviewed Dec. 17, 2008

First let me say that I do have respect for the customer service reps. I worked in call center through college and know what it is like to deal with disgruntled customers all day and night. It sucks, I won't lie. Things aren't in their hands and I know this. However, someone may want to inform them on what emails might possibly get sent out so that they are not so clueless as to what appeared in my inbox. Here is the situation. I ordered an new TV from best buy, even though I wasn't really in the market for it. However, the deal was too good to be true. The TV was discounted PLUS it came with a free massage chair and ottoman. Everything went though and said that it would be delivered in the next week. A few days later the TV came. It is a great TV. The chair however, I was later notified, was backordered. I placed the order Oct 27, 2008. A few weeks later I received another email stating that if I didn't call about the backordered item it would be cancelled. The first person I talked to had no clue what I was talking about and all he could say was that the item was backordered and they would send it when it was in-stock. When I asked about the part of the email that states Your options may include: Finding a store in your area with your product in stock, Ordering a similar in-stock item that meets your needs or Canceling your current order He said nothing could be done because the item must be delivered in the same way that the TV was. Ok. Fine. Maybe it shouldn't be stated in the email? A few days later I decided to call back, worried that my free item would be cancelled. They also didn't understand, but eventually sent me an email stating that the backorder had been extended. And so I wait. Nov 26th I receive and email stating ...Your TV order included a free massage recliner with ottoman as part of a promotion. Unfortunately, we have run out of stock on the chair. Best Buy Customer Care will contact you within the next few days to discuss and rectify this situation. We apologize for any inconvenience this has caused you, and we look forward to your next visit to one of our stores or to www.BestBuy.com. Please do not hesitate to contact us with additional questions or concerns. It is now December 16th and I have had no such calls. So I decide to call customer care again. This time I asked directly for a supervisor. When I got to him he told me he couldn't help me either because my husband wasn't home and the order is in his name. I could give him the CC number, address, phone, and all of it but nothing. Nothing. Just tell him to call when he gets back into town. I apologize, I did say alright, bye and just hung up the phone, frankly I was furious and didn't want to say something I'd regret. Today my husband called them, as I was told to have him do, and again NOTHING! They can't do anything but extend the backorder. They don't know when it will be in stock (if ever). I am so entirely frustrated.

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ChristopherMidland, MI

Reviewed Dec. 16, 2008

We bought a Westinghouse 32 LCD flat-panel TV in January of 2008. It had a 1-year manufacturer's warranty. Within the year, a row of pixels went dead. We took the TV back to Best Buy (at the recommendation of Westinghouse) for service under manufacturer's warranty.

They sent our TV to their repair facility, which found that the part they needed to repair our TV was not available. They contacted Westinghouse for an Return Merch Authorization, and Westinghouse refused, instead requesting that the unit be sent to them. This is where the nightmare began. After talking to agents at our local Best Buy, we were told that they had no record of where the TV was sent. They have no tracking number, no nothing that would indicate where our TV was located. I asked for a phone number to the repair facility to which the TV was sent, and they refused to give it to me. I asked for the location, they could not tell me. I called Westinghouse, and they have no record of the TV, since Best Buy deals with a specific department within Westinghouse which Westinghouse itself does not have the phone number for. After spending a combined total of about three hours on the phone, here's where we are. Our TV (which we spent over $600 on) appears to be lost. Best Buy either cannot or will not tell us where they sent it, and Westinghouse has no record of it.

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AnnPalmdale, CA

Reviewed Dec. 16, 2008

on 11-26-08 i purchased a gas range online. 12-13-08 it was delivered at which time i found out it was defective. i then called customer service at which time they transfered me several times to different people and then was told that the only thing that they could do was have me purchase a new one and when they come to pick up the old one i will get the new one. i was not satified with this answer and asked to talk to a supervisor. i was told that one would be calling me back within 24 hours and as of yet still has not. i then called back and asked to talk to someone in the corporate office they connected me with Alex at customer complaints at which time he connected me to a Susan who told me that she would take care of it and had me on hold while she was doing this. she told me that she was gonna have them deliver me a new stove and take the other back. she then told me to call their warehouse and tell them all the information that they needed. i called and the guy there told me that they were just waiting on an approval and it should come thru on sunday morning and then they would be able to deliver on monday. here it is monday and have'nt heard anything from them, so i called back tonight and talk to the warehouse and they said that they never recieved the approval and i needed to call customer service back. i have spent 3 hours on the phone tonight with them and the last person i talked to said that i would have to wait for a supervisor to call me back to take care of this. i asked when i could expect a supervisor to call and she told me that she couldn't say for sure. so here i am with nothing accomplished and still have a defective stove that should be covered under their warranty.

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JeriSheridan, TX

Reviewed Dec. 16, 2008

My husband, son and I went to Best Buy appx. 11 months ago. We were looking for a nice lap top computer for my son's birthday. The sales person showed us several low price computers. I explained to him we were looking for something with a little more power and memory. He told us he had a powerful gaming computer, a Toshiba. We asked to look at it. He said it was a closed item and he could not open the box because it would then have to be discounted as an open item. He showed us on line what the computer looked like and the facts about it. We took it. The computer was crashed when we got it home. We took it back to Best Buy, they said they needed the recovery disk to fix it. We told them there was no recovery disk or any disks for that matter with the computer. They said we had to PAY to get one. We took the computer to a store in Austin. They repaired it there. They even called the Best buy in Victoria TX to see why they could not help us.

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TedSandy, OR

Reviewed Dec. 12, 2008

I paid 2,600 dollars for a new Sony TV which worked only long enough for the geeks to leave. We called the store right away to get a replacement which they said would be no problem but a week later now and we do not have a replacement yet. They keep putting us off because they don't have anyone to deliever and reinstall the new TV. This is really bad customer service I think. Last time I buy a large item from them.

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SheliaBirmingham, AL

Reviewed Dec. 12, 2008

Dell Inspiron arrived August 6, no where was there a mention of a 14 day warranty, replacement time frame. Computer arrived not working, finally Best Buy fixed it by replacing the hard drive. Best Buy needed a System Restore CD that was not shipped with the computer. System CD had to be ordered from Dell, by the owner of the computer (unknown why, since ownership of computer will always be Best Buy). Ordered CD from Dell, Dell gave me a tracking number. CD never showed up, called Dell, they said that upper Management had cancelled the shipment, did not call me. I was between Best Buy and Dell, and neither was giving an inch. (They are at war with each other, so their employees say) Finally Best Buy took a Restore CD from a display computer and loaded it on to my CD. Picked up computer with new hard drive 11/4/08, has made noise like it is mixing concrete ever since. Some problems with programs running. So I guess it's back to Best Buy for another fix, and the loss of my computer.

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SarahPaso Robles, CA

Reviewed Dec. 11, 2008

Purchased a 46 TV from Best Buy 11/28/08. On the receipt it is states The Home Theater installer will contact you by 12/2/08 to schedule your installation appointment. We had to call them for the appointment. Set for Monday the 8th. No one shows. Says that the install did not get logged for some reason and they will call us back that day to re-schedule. Not only did they not call back but either did the service manager from that store who said she would call us back in 1/2 hour. Nor did the Regional Manager for installation. My husband went into the store that next day and they said someone would cell to try and get us in this week. Surprise...no call! Called today and the earliest they can get us in is the 16th. No one there will give last names, talking to a store manager is extremely difficult and there is no offer at trying to help.

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JaimeWest Haven, CT

Reviewed Dec. 9, 2008

I recently bought a $2000 15 Apple Macbook PRO notebook, after using it for a couple of hours I realized that I wasn't happy with the 15. Therefore, I decided to bring it back and exchange it for a 13 Macbook($1599), only to find out that I had to pay a $315 restocking fee!!! Is Best Buy serious??? Correct me if I'm wrong but am I being charged $315 for opening the box? I completetly disagree with Best Buy's restocking fee policy. The only reason I went to BB was because they are the only ones known for offering Apple computers.

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AdamElmhurst, IL

Reviewed Dec. 8, 2008

Best Buy used to be my favorite store. Because I have spent so much money there I am a Best Buy Premium Black Tie member. I just bought a 42 inch Panasonic Plasma flat screen TV. I've been trying to get it repaired. The problem is the menu's pop up on their own at random and block the picture. Then the remote control can't close the menu. The menu scrolls through the options on its own. Often things get selected off the menu on their own. For example, it may select game for video game when I am watching TV and then the picture goes out. I have the 4 yr service plan. I need to have the main board replaced, but the tech's keep trying other things and don't order the main board. Most visits they just look at the TV, do nothing and they close the trouble ticket. This has been going on for 3 months now. I am up to 9 technician visits for the same problem but no results. Best Buy threatened to start charging me for visits if I keep calling them. In addition, some of the technicians have been rude to me. For example, I have been lecture over not thoroughly reading the instruction manual. Well, I have read the instruction manual from cover to cover and that still isnt going to fix a defective main board. Other Technicians dont show up when they are scheduled to.

I feel like Ive been scammed over the Service Plan. I wish I never bought this TV and Blueray DVD. I'm so frustrated. Adam

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DebiEmbarrass, MN

Reviewed Dec. 8, 2008

We bought new kitchen appliances. The LG refrigerator did not get cold. Had to call 4 days in a row, finally got a service person out here after a week, BEST BUY did nothing. They said we can return it (a 2 hour drive) they would not come get it. Said if they ordered a new one it would take an additional 2 weeks. No discount, no apology, nothing.

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TrucNew York, NY

Reviewed Dec. 7, 2008

I ordered a Samsung LCD TV from Best Buys web-site on 11/25/08. It was supposed to be delivered on 12/06/08. I checked online about the status of my delivery, which always said confirmed delivery on 12/06/08. No one called me or emailed me about any delays in my shipment prior to 12/06/08. So, I waited at home that day. In the afternoon, I called the online representative numerous times about the delivery. First, I was disconnected. Then, they gave me the number to their warehouse, which was not in-service. So, I called back telling them this. They offered me no explanantion except that is the number. And that my delivery should be there today. By 9pm, I had called 6 times without any assistance or explanation on why my package was not delivered. I asked to speak to a supervisor, and they would not let me talk with one. Today, 12/07/08, I called again.. They directed me to the store nearest me to find out the number to the warehouse. The warehouse now states that the item i order is on back-order and immediately transferred me back to a sales representative who had no information to give except their computers says it is in-stock. Again, I asked to speak with a supervisor or manager and none was provided. If there is any assistance you can offer me, I would appreciate it greatly. Thank you

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AndreaMyrtle Point, OR

Reviewed Dec. 6, 2008

Not concerened with the store only the appliances I bought there.We bought an LG Refrigator in 2006, and a Dishwasher in 2007 The ice maker in the Ref.the wa ter runs down the side of the freezer all over the frozen food. The dish wa sher has a wire or something that smelled like a wire burning and does not work at all.

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AaronHoboken, NJ

Reviewed Dec. 5, 2008

The bottom line is, I have an email from Best Buy Online saying my TV is on it's way, and the Warehouse saying no it's not. Nobody knows where my TV is and noone knows where my money is at Best Buy.

I purchased a TV on 11/17 from Best Buy Online. I've received emails from them saying my order is on it's way and someone will call the day before delivery (12/6) and notify me of my two hour window. I received a call today from a local warehouse rep saying the TV is not in stock, there are no PO's for the TV, She has to cancel the order (her name is Usher), I have to contact best buy online to get something else or get my money back. I called best buy online, they said the TV is on it's way for delivery. Again, no one knows where my TV is and noone knows where my money is. Also, during this whole dabacle, their rules of engagement are THEY ARE NOT ALLOWED TO LET CONSUMERS TALK TO THEIR SUPERVISORS?!! I've been on hold with a Lisa at the Corporate office in Richfield, MN now for about 32 minutes. She's trying to figure out what's going on.

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AnitaFayetteville, AR

Reviewed Dec. 5, 2008

I bought an Acer Aspire from them 1 1/2 months ago. The CD drive didn't work, but I didn't know it until then. I bought their Black Tie warranty. Good thing, otherwise I'd be out $700 and no computer. If you don't bring a product back within 14 days, they will do nothing for you. And don't waste your money on having them set it up for you. I paid for it & it was still a mess when I got it. The only reason they're supposedly repairing it & for no cost is because I bought the Black Tie protection. Course, the Geek Squad has now had my computer for 2 weeks. And they refuse to tell me anything. They've been telling me for a week that it's almost done. Obviously.

NEVER AGAIN will I waste my money at Best Buy. If you do, be sure to read the fine print on EVERYTHING. Especially any warranties you buy. Their Lemon coverage with the Black Tie means the same computer has to be in for repair at least 4 times AND those repairs have to be deemed by them as counting towards this. LIES, LIES, LIES!

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RajneeshNashua, NH

Reviewed Dec. 4, 2008

I had a terrible experience with their customer support too...

I ordered a laptop online and received their mail for pick up. I went there and they could not find it. They had me wait for 1.5 hrs and finally said, laptop is unavailable, I have to cancel my order and reorder it. Frustating as it was, I ordered it again. I got email about pick up again but this time I wanted to confirm it on phone before I drive 15 minutes...I kept dialling the CR 5 times without a response....I have never seen such a bad service

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BradMontclair, NJ

Reviewed Dec. 4, 2008

I have had an awful experience with Best Buy. I had purchased a HP Pavilion Media Center TV m8100n Desktop PC back in August of 2007. After 6 months, the hard drive failed, and I had to take the computer into a Best Buy for repair. They essentially told me it was the fault of the manufacturer, and had to send it out. After 4 weeks, they had it, but it was completely blank. I then had to send away to HP for backup disks. After installing the OS, I took the machine home, grateful that I had a computer again. 6 months went by, and I noticed that my disk was almost maxed out. Surprised I looked at the system settings, and learned that my 500GB hard disk was only 60 GB.

I called customer service, and after being on the phone for 2 hours, they informed me that there would be no consideration, because they had their service records that indicated they DID place the 500gb hard drive. This is one of the worst customer service experiences I have ever had. Not only did Best Buy sell a faulty system, but after installing the wrong part they refuse to make good. Unbelievable!

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RuthDingmans Ferry, PA

Reviewed Dec. 4, 2008

I have had no TV since August 20th and it is now December 4th and still no TV! In Febrauary of 2008 I bought a 40 inch Samsung LCD TV. In August of 2008 the TV picture became distorted; half of the TV was light and the other half was dark. I had taken out the extended and very costly warrenty, and I called Best Buy who then referred me to Samsung. Samsung was then able to track down a repairman in my area, BUT the repair man refused to come to the house. So I had to drive the TV to his repair shop. After two weeks, the repairman called me to say that Samsung had sent him the wrong part and he would not be able to repair my TV unless Samsung sent him the correct part. He asked that I call Samsung and put pressure on them to send the correct part. Not knowing what part was needed, I did as he requested. I left messages and called several times, but to no availe. I called the repairman to see if any progress had been made to fix the TV and he informed me that he could not fix it without the part. I decided to return the TV back to Best Buy, BUT Best Buy would not accept it back because the TV could technically be fixed if the repairman got the correct part. I informed Best Buy that they sold me a lemon because the TV broke only after seven months of use. They refused. I had no choice but to drive it back to the repairman and it is still not fixed. I have had no TV since August and I am not happy.

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MaryamSomerset, NJ

Reviewed Dec. 3, 2008

I got up 6â€™0 clock Friday morning to indulge myself with black Friday salesâ€¦

I bought a 32"LCD TV â€¦brought home and found out it was brokenâ€¦ the TV screen was all broken from inside. There was no sign of any damage or scratches on the TV screen. I figured that since I just bought a day before let me take it back to Best Buy and they would exchange it for me The issue began when Best Buy declined my request. They place an argument that since the TV left their property they are not liable for it. I requested to speak to a manager, Jennifer, who advised me, the same. As per them it is not their policy to take back damaged items back. I just wanted to verify them they donâ€™t believe in customer satisfaction. As per the manager and the corporation since the damage did not occur on their premises they are not liable for it. I want to know who is to state that the damage did not occur at best buy location. It was black Friday. There were hundred of customers, who is to say that itâ€™s not mishandled by a customer or may be by a employee. And I was the unfortunate one to pick up the damage good. .To our extreme frustration we decided to call cops. The cop came and said that if Best Buy is refusing to take the merchandise back we can not force them to keep the item. As per the manager there is nothing that she can do about it. All she will do is given us the corporate number and we can contact them. To my astonishment the Best Buy corporate office told us the same that they donâ€™t take damage goods back. Plus the damaged didnâ€™t occur at their premises. The most the manager, Toni, at corporate did is gave me the manufactureâ€™s number, Dynex. Well recently Best Buy bought Dynex so I donâ€™t know different it would be to contact them. I donâ€™t understand what happened to the slogan about good faith or customer satisfaction. I told the manager, Jennifer that they are there to rip off people and she said, yes, that is exactly what we do. I am devastated

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GregoryMays Landing, NJ

Reviewed Dec. 3, 2008

I purchased my tromm washer and dryer a year ago and since then i had to get the dryer replaced once with another new dryer, and after that i had to call a repairman out to my house on three different times, and the last time the repairman came he stated that there's nothing they can do to fix my problem with the dryer. The problem with my dryer is that it will not dry my cloths. I have to restart my dryer a minimun of three times to get my cloths dry. It does not matter if i put in a small load, of a large load the problems still continues.

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LouisGrandview, MO

Reviewed Dec. 3, 2008

I am writing to lodge a formal complaint against the Best Buy Store #370 which is located in Lee's Summit, Missouri. Recently, I purchased an 80 GB PlayStation3 from the store, at least so I thought. Once I got home, I attempted to use the PlayStation only to discover that it would not work. Later, I returned it to the store with my receipt and requested an exchange which I did not in fact receive. However, to my dismay, upon arriving home to try again the PlayStation3, I was shocked to find that during the boot-up initialization phase, the PlayStation3 too failed to operate and shut itself down. I was very disappointed to say the least due to this second incident, as well as the time and gasoline I had spent only to still not have the product I had purchased. The box is an 80 GB Playstation PS3 and my receipt with the serial number CK505310062-CECHK01 and the 40 GB PS3 that is in the box has a different serial number CF203774913-CECHG01.

Upon my now third trip to the same Best Buy Store, (with my receipt), I was told by Demetrius a store employee that I had apparently switched the original 80GB device with this non-working 40 GB model and was therefore not entitled to any exchange or refund. Further, the employee made a racial slur when he commented, ....you must have switched the devices...I know how you foreigners are...? It is hard for me to find the words to describe the hurt and pain I felt at being treated in this manner. I am a legal tax-paying American citizen. I have been employed as a teacher with the Kansas City School District for over 11 years, and I have never been treated as horribly as I was by that employee at Best Buy - and all I ever asked of him was for him to make good on my purchase with an even exchange. At this time I feel that I have no other recourse but to report this matter to certain authorities in hopes that I will receive proper satisfaction. Therefore, I have contacted an attorney, the Kansas City Chamber of Commerce, and the Better Business Bureau. I am also seeking the aide of KMBC TV-9 Problem Solvers,? KCTV4, KCTV5, KSHB-TV41 so that other unsuspecting consumers may be made aware of the unfair and racial business practices of the Best Buy chain. I for one will never spend another dime in your stores until I am duly compensated for this injustice, and will continue to do all within my power to see that the public is warned of just how you treat potential customers. Sincerely, Louis Juste 13630 White Ave Apt 908 Grandview, MO 64030 816-332-8069 Email: Ljuste@kcmsd.net

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ShawnAverill Park, NY

Reviewed Dec. 3, 2008

I purchased a 52" JVC projection TV on 2/29/08 from BestBuy in Albany, Ny. I was looking at a LCD television when the salesman offered me a deal on this bigger better product. He began telling me about projection TV's and said this particular one is a display model originally worth $999.99 but he would give it to me for $899.99 if I took it today. I said these TVs are all on for 13+ hours a day and I asked how long the Television had been out. He told My brother in law, my wife and I that it been out on the floor for only two weeks. I then asked what kind of warranty it came with, and the salesman told me one year but you can purchase an extended warranty. Needless to say I purchased the TV for $899.99 without the extended warranty and it came to $971.99 after tax.

On 11/30/08 the TV stops working and I call BestBuy. The Woman on the phone asked if I had purchased an extended warranty and I said no and told her that the salesman had originally said that it came with a one year warranty. The woman on the phone told me thatâ€™s a manufacturers warranty and had nothing to do with BestBuy. I then contacted JVC and they told me they could not honor the one year warranty because the TV was a 2005 model, had been purchased once already, it broke, JVC repaired it and the TV was sent back to BestBuy. I then contacted BestBuy again and explained what happened, The woman tried to argue several points before saying that she was going to switch me over to a manager, and disconnects me maybe by accident, maybe not. I tried to call back three different times and the phone just rang off the hook so I called the corporate office. By this time I was a little heated and informed the manager that I wanted to bring the TV back and replace it with something else. I said I was talked into this television, I was told it was a floor model and it was only out of the box for two weeks according to the salesman. The manager said well out of the box means it could be refurbished, a display model, a used model, a discontinued model etc... I said but I came to BestBuy and spent $1000.00 to purchase a NEW television not a used one, what happens 6 months down the road when another problem stemming off of this one sticks me with a 52â€? paper weight? I said I was told by the salesman that this TV had been out of the box for two weeks and the manager said that he had no way to verify my claim. I said that I had people with me that night he said that didnâ€™t make a difference. He also said that there is no way I can remember the exact details of what happened way back in February. I said well three people remember the salesman saying it had been out of the box for two weeks, and the manager said yes out of the box means refurbished, a display model, a used model, a discontinued model etc... He then told me that he would contact the store for someone to repair this TV but it would be a couple of weeks if its even broken. I said it is broken for the second time apparently, or maybe the original problem was never even fixed and itâ€™s just showing up now, who knows. He said that he had no way to verify it was even broken a first time. I then said well here is the serial number and model number JVC pulled that info up in just a couple of minutes for me they will do the same for you Iâ€™m sure. He said regardless I still need to verify that it is broken this time before we can do anything but ultimately it is up to the store to decide what they want to do. I then said how about if I bring the TV to the store they can verify there that it is broken and I can pick out one that isnâ€™t used like I paid for. He then told me look we can go around and around with this but the answer will still be the same. I said your people sold me a TV under false pretenses for $1000.00, you scammed me and now that I want the situation resolved you want to slap a bandaid on it and call it good that is not acceptable. I said how would you like it if you went and bought a new car only to find out 10 months down the road it was crashed into a tree, fixed, and sold to you for minor discount under the assumption it had just been sitting in the parking lot too long? He laughed at me and said your TV wasnâ€™t crashed into a tree first of all and we didnâ€™t sell you a TV for $1000.00 we sold it to you for $899.99, $971.99 after tax. It was just a series of attempts by him to poke fun at the situation and/or irritate me like that from there on out. Needless to say I don't know whatâ€™s going to happen from here but beware of BestBuy you would be better off getting your products from a garage sale or newspaper and throwing it away when it breaks, they are a joke.

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JackGarden Grove, CA

Reviewed Dec. 2, 2008

Dear Best Buy, When I filled out the Survey about the purchase of my new Samsung Washer, I made a complaint about the store charging me a Tax on the Delivery Charge. I was WRONG, AND WISH TO APOLOGIZE FOR MAKING THAT ASSUMPTION WITHOUT A THOROUGH EXAMINATION OF MY SALES RECEIPT. THE SALES PERSON AT THE STORE WAS MOST HELPFUL, AND ACCOMODATING IN ARRANGING FOR A DELIVERY OF THIS ..FINE PRODUCT, AS SOON AS HE COULD!! THE FELLOWS WHO DELIVERED AND MOVED MY OLD WASHER AND CONNECTED THIS NEW MACHINE ..WERE VERY WELL TRAINED, AND CHECKED THE PROGRAM ON THIS MACHINE BEFORE THEY LEFT. HE WAS VERY QUICK AND COURTEOUS.

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SamanthaOviedo, FL

Reviewed Dec. 2, 2008

We bought a new front loader 2 years ago this month. My family always asks me why the clothes smell so bad. So one day shortly after purchasing the washer I took the drain out and for one it was still full and NOT draining. Second it was full of black looking mold. It was truly disgusting. I then took started to clean the trap and the rubber lip aroung the tub basin. It was slimmy, black, and green mold. I couldn't beleive it. I used bleach to clean everything but a little while later the problem was still there. Now I had cleaned out the detergent tray. It TOO had mold in it!!! When you open the door it smells so bad that you don't even want to put your clothes in there. The mold and smell will NOT go away no matter how much I clean it. My clothes and my pocket are suffering.

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XochitlSan Diego, CA

Reviewed Dec. 2, 2008

Yesterday Monday 12/1/2008, I was looking for a Sony Bravia Model#KDL-40Z4100/B. I found it at Circuit City for $1,400.00, and since my boyfriend has a credit card from Best Buy we decided to go to Best Buy store and have them do a price match. I have the paper where it showed the price of the TV, and enough information to have them match the price, but the lady who called herself a manager without a name badge, told me that the price at Circuit City was below Best Buy's cost so she would not match the price. According to their policy regarding price matching the term below cost is not mentioned. We left the store without a TV, and I do not want to open a credit to buy a TV when I already have one, I supposed that what they did is against the law for consumers. When you post that your price match and you do no honor it at all, it means that you are not doing what you advertise to customers, and that is call miss advertisement. I would like to have a follow up and to be contact regarding this matter via email or regular mail. Thank you.

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AngieRedwood City, CA

Reviewed Dec. 2, 2008

I shopped online and found an item on sale and in store. I went to store and found that I had to buy online then pick up in store for savings (50%).

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WendaBaltimore, MD

Reviewed Dec. 1, 2008

I purchased a Dell Lap top from Best buys in June 2008. Last week

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LisaNespelem, WA

Reviewed Dec. 1, 2008

I placed an order for a desktop on sale over thanksgiving weekend, found out from best buy that the desktop was sold out and the company they were from HP was not making anymore available for purchase. Bestbuy debited my account the same day the order was placed, 4 days later I am still waiting for my account to be refunded so I may purchase my daughter another computer, I have spoke with customer service 2 times with no refund as of yet, in my last conversation the rep finally let me know Best Buy can take up to 10 days possibly more to refund my account. I imagine all the other folks like me whom tried to place orders for offers not really available, maybe they only actually had 3 machines, and hundreds of orders came in because the price was so good, that equates to thousands of dollars available to Best Buy and not available to the people the money actually belongs to, so I am not able to continue my shopping for my daughter because Best Buy has control of my funds as of this moment to earn interest on, Amazon, Ebay, other merchants I have conducted business with do not debit my account until the item I purchased was sent out, then a delivery confirmation comes, but not with Best Buy, nope, they take your money, hold it for who know's how long, and supposedly eventually...return it to you. Wouldn't that be great if we as business merchants could do that? Place an ad for an item at a great savings only to not have enough of those items available but keep the money that comes in to return at a much later date? I want the BBB to take note of this transaction it is not right, I am told by the store people that this is a corporate policy at Best Buy, and there is only one number to access corporate. What a way to screw people over. Tax payers continue to get screwed!!!

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GloriaMarcus Hook, PA

Reviewed Dec. 1, 2008

The day after thanksgiving my daughter was looking at the ads for black friday. And seen a cell phone that she wanted and called, but she got confused on the phone so she hung up. I called back and got a different salesman the ad was for a Samsung Rant phone for 19.99 with a two year agreement. I asked him how much money do I need to come into the store and buy the phone. He told me that he didn't have that phone in the store. It was only avalable in York Pa etc. I explained to him my displeasure because it doesnt say that in the ad. He told me that the circular is a state wide circular. I said okay then i would like you to ship one of the phones from a store that has them, and then call me and i will buy it. The salesman told me that he could not do that, because he does not have the equipment to activate the phone in the Wilm. store. So I suggested that he order the phone have them activate it and then ship it to Best Buys in Wilm. and then I would come and buy it. He then tole me that he does not have a license to sell Samsung phones there so he could not do that. I told him how misleading the ad was. That it didnt state that you could only buy certain things in the add at certain stores. He agreed with me. They should state somewhere in the add that something can only be purchased at some stores. I have the add if you need it.

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GreggCenter Moriches, NY

Reviewed Dec. 1, 2008

We purchased a 42 Philips plasma TV from Best Buy in Feb 2006 for $2600 along with a $399 warranty. In August of 2008 a black stripe started to appear on our screen. We called Best Buy to repair the TV. They could not get a repair man out for 4 weeks. Once he arrived ( clearly incompetent by the way ) he was not able to repair the TM. To makes things worse his attempt to repair the unit actually left it completely broken. THE TV DOES NOT WORK AT ALL NOW. We were assured by the repairman that a replacement screen would be orderd for us and would arrive in 2 weeks. 3 weeks went by no call no follow up. We called Best Buy and were told that the screen was ordered but would not be available for another few weeks, probably until the end of Nov. ( The Saga contiunes ) 1st week of Nov we got a call from Best Buy that we were approved for a replacement voucher and were given a confirmation #. We were advised to go to Best Buy and pick out a TV up to the original $2600. When we arrived at the store we were informed that a voucher was not allowed and that we were going to get a comporable replacement TV. THIS ACCORDING TO BEST BUY WAS A NON BRAND NAME $800 TV. Also we were supposed to bring the old one in, something they never mentioned. Mike, the store manager said that there was nothing else he could do and that we had to speak to customer service and they could issue a voucher. We called customer service one again and spoke to a manager who said that it is the decretion of the store whether they issue a voucher for the dollar amount of a comparable TV. The customer service manager was located at the warranty division and after 2 conversations with supervivors and 3 hours on hold were rudely informed that they had no authority to override the store's decison. Since when does the chain of command have higher authority at the store level.

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JosephRock Hill, SC

Reviewed Nov. 30, 2008

Purchase extended warranty for Rock Band product foot pedal broke and Store refuses to honor replacement warranty I purchased. The part that broke was the foot pedal for drum set. It was a two year warranty. The pedal broke in half Angie the operations mgr stated that it was abused. It was a foot pedal!!!!!. She turned and walked away. The store has the worst attitude I have ever dealt with. To me this extended warranty just helps the companies bottom line and is a gemmick they have no intention to assist there customers after the sale

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LisaAlma, GA

Reviewed Nov. 29, 2008

the day after thanksgiving me and my kids do all the christmas shopping that day. i save all year for it. i check out at 6:12 that afternoon. we had got 2 computer screens and after we paid i notice one had a hole in the box like something been hit hard on it. the lady told my son to take it back to the department and get another one they sent him to the service desk. i went and got another screen to take to the service desk. there was only 1 person ahead of us and no one behind us in line. there was a employee ask if she could help i put the screen on the counter and set my pocketbook up there. i turn and walk away and left my pocketbook. it had 3 different checking accounts it had 2 credit cards and around 1500 - 2000 cash. i went back in and no one seen my pocketbook. i even look at the tape. let me tell you anyone can walk in and take what they want. the carmea system they have is no worth anything. the girl that help me had left for the night. i honest think she took my pocketbook cause the mgr after they looked at the tape call her. i think they didn't want to tell me. but they have not herd the last of it. they had me looking on trash cans but they would kept my pocket book. that night at best buy i went in to spend 125.00 it cost me 274.00 pocketbook pluse the 1500.00-2000

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NehaSan Mateo, CA

Reviewed Nov. 26, 2008

We bought a large LCD television from Best Buy about 2 years ago. We also purchased a 4-year warranty for almost 25% of the purchase price at the time.

We recently moved to a new home and had the set mounted on top of our fireplace, as do most flat screen TV owners. Now, 6 months later, the set stopped working properly. It goes dark and conks out every 20 minutes. When I called the warranty line, they scheduled an appointment to come in and look at it. The appointment was with a third party technician - not a Best Buy employee. I was told that the company would call me to confirm the time the day before the appointment. Because they couldn't give me a precise time, I ended up taking the day off work to wait for them to come in. Then, when I got home from work at 8pm the night before, I had a voicemail from the service company telling me that Best Buy had erroneously set up the appointment without consulting their full calendar and that they would have to reschedule. I was irritated that nobody had called to tell me, and I'd had to take the day off for them. But I was even more frustrated when I called Best Buy to ask them what was going on and they had no clue. Nobody could do anything for me except offer to reschedule for 2 weeks later.

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BryanByron Center, MI

Reviewed Nov. 26, 2008

I found an ad on their website for a HP Laptop and Cannon Printer package for $279 after instant rebates. When i called on it the store knew nothing of it. I called online sales and they told me it was not supposed to be advertised online. I then called their corporate office to speak with someone on it. While I was on hold it was taken off of their webpage just that fast. I was then told by corp. consumer affairs that it will be in stores and not just a black friday offer. So I called my local Best Buy Store in Grandville, Michigan(616)532-8435. They told me they knew of the offer and will not be honoring the price after one day before an employee told me to call back today to see if they got the laptops in yet. I then called the corporate office again and they now tell me that the price will only be honored on the East Coast because they were already in the store. That is bad business practice to renig on a deal. It should not be allowed that they can advertise something then rescind the offer and refuse to honor the sale. That is frauding and misleading the public consumer.

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PeteCamas, WA

Reviewed Nov. 26, 2008

went into Best Buy in Portland, OR and told them to close my account; i was trying to cut back on credit cards. After progressive insurance adjusted my auto insurance rates based on my credit and said that I had too many credit cards out I got a copy of my credit report and it showed they never closed my account as requested. Contacted their bank and was told i had to write an official letter requesting my account be closed.

Also when my DVD recorder went bad, they kept it for about 2 months before telling me that it wasn't repairable. During that time i requested a loaner (I have the extended warranty on it) and was told they don't do loaners..

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EdenNorfolk, VA

Reviewed Nov. 26, 2008

On Nov 25 bestbuy.com had a HP laptop on sale with printer for $279.99. It says online that available in stores only. I called the local store in Virginia beach and ask if they had this item available at the store. The sales associated verified that it is indeed available and on sale for $279.99. I asked her if she can put 2 on hold and she said they had a lot in store so just come to the store and purchase it. I verified the price again and she doubled checked and said yes it is $279.99 that is why they are called best buy she mentioned! I printed out the add online and drove to the store. I showed one of the sales associates at the store the add I printed out. I was told to see customer service. The manager there MIKE rudely said that they did not have it there. I told him I called earlier. He refuse to sell me the Laptop. I showed him the add and he still refused. Best buy changed the price online after I showed them the printout I had. They changed the price to $849.99. I was given the run around at the customer relations and I was told that they have the right to refuse service to anyone. My question was why would they refuse service to me all I want was to buy the item they advertised online. I was never rude to them I had my shirt and shoes when I came in their store. my point is that they really had no reason to refuse service to me. So I asked this question to the supervisor ERICK at the customer relations. all he said was WE HAVE THE RIGHT TO REFUSE SERVICE TO ANYONE!!! repeatedly.... I still have the add with me. I filed a complaint with BBB. I just want everyone to know that Best buy practices FALSE ADVERTISEMENT and they are really not the best!

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TheresaRidge, MD

Reviewed Nov. 25, 2008

My boss purchased a new Gateway media edition computer from best buy in August 2006. Since that time I have had 3 mother boards, 1 power supply and 1 hard drive replaced. I was hoping after the last repair (the hard drive) that it would have finally been good - everything had been replaced.

The geek that came out even stated that. This computer has been one problem after another and at one time I was without a computer for approx. 2 months. (It was the holidays, and there were all kinds of other excuses given to me). The time before last I was told of a no lemon law by an agent since I had 3 hardware problems. I can't even tell you how many times I have been advised (after lengthy incident reports on the details, and after they searched records to determine if we in fact had 3 incidents), that we should have had a computer after the 3rd mother board - only to have another person call and explain that this time it is not covered because it is not hardware. It is hardware that they replaced. They replaced the hard drive and they installed windows on it. That is not my problem. That is theirs. My boss and his wife run a small tow company and have bought at least 2 computers and 2 laptops and 1 home entertainment center (not sure what it is called but it is a very large screen tv, surround sound and with all the bells and whistles), from Best Buy. It totally amazes me how no one seems to care about customer service anymore, and how they donâ€™t even mind loosing a customer who has bought quite a few of their products. Last Friday I was told for the 3rd time that I qualified for the no lemon policy, and that someone from corporate would be calling. Someone called and advised that this latest issue is not covered. I have totally had it with Best Buy. I have also advised them that I will be complaining to anyone that will listen.

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MarciLas Vegas, NV

Reviewed Nov. 25, 2008

I purchased a warranty for my computer in Sept 2005 when I purchased my new comouter. In April of 2008 I went into Best Buy to make a purchase & asked when my warranty expired. The employee couldn't find it in the computer and told me that I needed to call Best Buy. When I returned home I called & was told that I had no warranty. I said I have proof of a warranty taken out on 09/2005. I had to fax to the accounting dept all my paperwork. It was finally at that tiem that it was entered into their computer. On November 12 I went back to Best Buy to purchase a new keyboard & inquire when my warranty expired as I hadn't heard anything nor was sent a reminder. I was told to contact Best Buy as they couldn't find any information in their computer again. I called and spoke to Clint who informed me that my warranty had indeed expired & I had until 10/2008 to renew. I said I hadn't received any infomation regarding this. His answer was "We don't send this out anymore. Too bad, you're out of luck." I then wrote to Best Buy atleast 7 times since Nov 12th and each time got the same run around form 7 different people saying it was being looked into. I just got off the phone with Alice from Lisa Smith's office who is Vice President of Enterprose Consumer Customer Care. She in turn transfered me to the escalation department. I was basically told too bad you're out of luck no warranty. This is no way to treat a customer. Thsi was not my fault. Their employyee never entered the warranty in the computer to begin with. All I asked was that Best Buy issue me a new warranty at their cost. I did what I was suppose to do. If they changed the way they notify people regarding their warranty then let the customer know. I NEVER to this day was told that my warranty had expired. I wouldn't have known if i hadn't questioned them.

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MarkFairborn, OH

Reviewed Nov. 25, 2008

I am thoroughly disappointed with the service I received this morning from Best Buy in Beavercreek, OH. This morning I noticed an add for a great deal online that was only available in-stores. So, being cautious, I called the Beavercreek Best Buy to ask if they would honor the deal. After being on hold for about 10 minutes they said that they would indeed honor the deal. I immediately left work and drove the 20 minutes to the store to fulfill my order only to find when I got there that they would no longer honor the deal. They said that it was a mistake and it shouldn't have been posted online. How is it my fault, the paying customer, that an add was accidentally posted online. Not only that, but I called and asked if they would honor the deal just 20 minutes before that. So not only did I waste the time driving there, I also missed work and wasted gas driving to the store. It will be difficult to persuade me to not tell my friends to avoid Best Buy for any future purchases. I would rather pay more at a place that honors their word.

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HollyPhiladelphia, PA

Reviewed Nov. 24, 2008

I purchased a samsung 40 in. lcd hdtv 2 years ago.The T.V. broke on 9/17/8. The geek squad has been out to my house 4 times already and can not fix my T.V. I called customer service several times. The first time my husband call and they told him that they would switch the tv out and get back to us in 3to5 business days. Well when I called on the 6 day the told my that the never filed the claim. I told them that i was very unhappy and they told me that they file the claim again. I waited 5 more business days and no call. I called them back again and they told me that they ordered the parts now. I'm now having 40 people over my house on thursday. The bull that they are feeding me know is they can not fix my t.v.but they ordered the parts .PLEASE!!!!! This is the best that they can do for me. Black Friday is coming and I'm taking my business else where. They are always calling you back. Why get a performance service plan if the so called geek squad can not perform there duties.Thanks best buy for making my holiday a shitty one.

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NipulOld Bridge, NJ

Reviewed Nov. 24, 2008

I bought Dell M1330 laptop on 11/6/2008. Sales man forced me to buy best buy services. I refused his offer, but he said on open box laptop there are some best buy softwares so we must cleaned by clean-up & reformatting and there will be $39.99 charge. This charge will be deducted from the price of the laptop. I approved this. The laptop was in filthy condition. I requested to the same sales person that make sure this laptop will be delivered in the nice & clean shape. He said OK. The laptop was delivered on 11/7/2008. The laptop was not cleaned, it was in dirty shape. I asked geek squad tech that how is the battery and he replied it is 50% charged. I said Ok. I went home and I tried working without power supplied and it did not work. I went back to store and different geek squad and BB employee checked my PC and found out that battery is defective and has bias problem. Before I went to BB, I called Dell and explained my problems. Dell employee gave me a case # and told me to go back to BB. BB geek squad replaced a battery. The laptop I bought wasn't functioning properly so on 11/21/2008 I went back to East Brunswick, NJ store to return this laptop and they (5 employees of BB) made me waiting for two hours in the store and jointly they decided not to give me refund for this laptop. Mean while I was receiving phone calls to go to Nursing home see my mother-in-law. I was fed-up with those BB employees and I left store without taking my laptop and receipt there.

I would expect the justification from Consumer affairs and BB executives. (I am going to contact BB Executive office in Richfield, MN 55423.

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AraceliSan Antonio, TX

Reviewed Nov. 23, 2008

In Sept. 2007 I purchased a side by side whirlpool fridge for 760.00 brand new from Best Buy. Just yesterday my freezer is not getting cold enough. As you have guessed, my fridge is only covered for 1 year you do the math. I will have to pay 100.00 for tech to come out and say hello to me then he will give me an estimate on how much it will cost me to fix it. Dont even bother looking at this brand, go to something else. IF you do decide to buy this brand get the extended warranty cause it will go out after your original warrantly expires.

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TraciWichita, KS

Reviewed Nov. 21, 2008

Purchased the LG Tromm and now on the second one. Have taken many many days of work so that the repair specialist could come out between 8-5. Best Buy finally is going to let us replace it. However, we have let Best Buy keep the money of the diffrences of the machine. They told us that is why we should go with the same machine. Are you kidding me! I have ruined so many clothes, blankets, towels that I can not even begin to add up the loss. Not to remind them again that I am on MACHINE #2 and it is doing the same as the first machine. Why would I want to try another Tromm out to trash more clothes and have to have the service tech come out yet another 4 time to agree that my laundry is gross and the machine is not doing what is should. I have been jerked around by both companies and would not reccomend either and will not purchase another product from them again. I really like that Best Buy pockets your money and does not even allow store credit. Even buying the most expensive top loader they are still making a couple of hundred dollars off of us. Not to mention I still have a dryer that is over priced and a stand for that as well that I have spent when purchasing this machine. But Best Buy thinks they are coming in short the money. I do not see how when it is with in a year of purchase and manufactures warranty.

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NabilWest Hills, CA

Reviewed Nov. 20, 2008

We purchased a Panasonic wireless phone model number KX-TH1212B on August 27, 2008 for $109.99 and two years replacement for $19.99. We had trouble with the phone from the first week, the handsets loses connection with the bass. We called the store about the problem, and were advised to replace the chargeable batteries. We did buy replacement batter instead of going back to the store. The problem did not go away and between my business travel and vacation did not get to take it back to the store until tonight.

On 11/18/08 around 8:15pm I took the phone in its own original box and copy of my receipt. At the store entrance, I was advised to go to Customer Service counter witch I did. A junior clerk that looked tired and ready to go home was at the counter. She asked my about the problem, so I explained the problem and asked for replacement for the phone. She asked me if I want the same phone or anther model and brand, I replied, I do not care, as long as it works. She checked the computer and said these words word for word Clerk: We show that we have two of the same phone model left on the shelf, but most likely you will not find any on the shelf! If that is the case, you will lose the warranty money and will have to buy new warranty for the replacement phone I: why Clerk: It is the store policy. I: That is not acceptable Clerk: It is the store policy I: let me see the manger Clerk: The manger will tell you the same thing and will not help you I: Let me see the manger, you are not the manger and donâ€™t assume what your manger will say or do Clerk: You are rude to me I: Asking for you manger is not rude, is trying to get my problem fixed After giving me a dirty looks, she disappeared behind a door with curtains I waited five minutes a gentleman came out of the door with the curtains, and without greetings, or even asking how he can help me he said: Manager: It is our store policy I: What is the store policy? Manger: what she told you I: show me where it is written that I lose my money Manger: It is on the back of the your receipt I: I donâ€™t have the receipt, it is copy here, show my on your copy Manger: he pulls a small booklet, brows through it then her reads from it, and then he comes to the words â€œafter two years of purchase dateâ€? I: Interrupted by him by saying I bought the phone less than 90 days ago Manger: dropped the booklet and started to read the receipt, he had not received the receipt not really cared to understand the issue. After few minutes, he said: ya, you can get any phone, and asked anther clerk to help me. I: I want to know the name of the clerk that called me rude and your name, as I will file a complaint with your home office for the poor service I am getting here. Manager: We do not give names of any one here I: So how I file a complaint without names or badge number Manager: You are rude I: What did you say? Manager: You are rude and I want you to leave the store now or I will security I: You are kicking me of out of the store without service or exchange Manager: I am the manager and can do whatever I want, so you had better leave now before I call the police So I did leave, because there was no need to deal with a foolish and untrained manager. On the way out, one of the employees that was distance away, caught up with me, apologized and said â€œ he is a jerk, I am sorry, his name is Frank Visargaâ€? So Best buy Store manager decided on behave of Best Buy to punish me for wanting his name and his clerk name so i can report his poor service. I filled a compliant with Best Buy hot line and send written copies of my compliant to all Best Buy Board of Directors and awaiting resolution. By the way I had the same problem of honoring extend warranty with best buy on MY 60 inch Sony TV and my refrigerator, but the mangers came to their senses and honored after a long drown out fight

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AgnelliWilmington, NC

Reviewed Nov. 20, 2008

We purchased the LG Front Loader washing machine model #WM0642H from Best Buy on 2/4/07 and paid $824.43 for it. The machine was delivered in a timely manner and installed by two service men who told me about using the proper detergent and cleaning the drainage components every couple of weeks. After washing the first load we noticed that the machine was leaking water from the front door. We contacted LG and they told us to contact one of their appliance service centers. A service man come over and checked out our machine. He saw that the machine was leaking and informed us that he was going to have to order a new gasket that would take a few days until delivery. He returned the following week to replace the gasket and the leaking stopped. About 5 months later we noticed that the machine was leaving our clothes with a terrible odor even though we were following the manufacturers instructions. Every time I do a load of laundry now I have to use the sanitary cycle which seems to be working at keeping the smell away for now. This cycle uses a lot more water and electricity. Now we have a different problem, the plexi-glass in the front door has a crack about 1/8 wide and 4 long. We contacted LG and they informed us that our machine was no longer under warranty and that we were responsible for any repairs. They also told us to contact one of their contracted service centers to have a repair person look at it to determine if this is a manufacturer's defect. If it is deemed a defect, LG told us that we would have to pay for any diagnostic inquiries and the necessary repairs. You can clearly see that this crack was caused anything other than negligence. The crack probably started to form in the rim of the foundation where the plexi-glass is seated and then by vibration got worse and rose its' way up to where it is now. Any technician can see this. I am very afraid to use this machine in case the plexi-glass breaks more. Will this machine still work with the plexi-glass broken? Will this effect the integrity of the interior door? We are a family of three and due to the econimic times find it very difficult to pay for this repair if necessary. We should not be responsible for a manufacturer's defect. LG should be held accountable. For a company with so many complaints a class action suit needs to be filed. Let us know if there is one and we would love to be part of it.

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OmarHarbor City, CA

Reviewed Nov. 20, 2008

defective refrigerator LSC27931. 2nd time breaking down. Overfreezing in the freezer and the refrigerator is not cold at all. All my food is spoiling and Best Buy is failing to send out technicians. The technician also mentioned that the LSC27931 is a faulty fridge

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MichelleOld Town, ME

Reviewed Nov. 19, 2008

I purchased a 35 HD TV last year it was exactly 13 months old Maine has an implied warranty law on night my mom went to bed she is whom I bought it for she shut the TV off got up the next morning no picture. they sent it out and said it cost 1200.00 dollars to fix they will not respond to me as to what caused the problem and I filed this under the Maine implied warranty law . no one from best buy will get back to me regarding this matter

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RobinHouston, TX

Reviewed Nov. 19, 2008

We have a Samsung refrig/freezer compressor that was to be replaced through our warrenty protection plan. We were told by the technician that the part would arrive overnight and we would be up and running in a couple of days. A week later we are told that the part would be coming in and would schedule an appt. After spending quite a bit of time on the phone with customer service,we are not getting return calls, technicians are not showing up and not bothering with a phone call to cancel. We have been rescheduled several times and have spent 3 seperate days at home waiting for a call or a appt only to be once again disappointed. We have been without a refrigerator or freezer for a week and a half and Best Buy has no remorse at all about the lack of customer serice received. The only thing they offer us is yet another reschedule. Today we were scheduled yet again and yet again a no show. This is just unacceptable and yet they will not even try to schedule a time without us having to spend yet another day home from work. They only say they can set up another appt. with another 4 hour window.

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KenProspect, CT

Reviewed Nov. 19, 2008

they gave me a form with the web site to register the product for its warrantee information. upon typing in the site address...there is no site to register the sony blu-ray disc/player

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MorryFallbrook, CA

Reviewed Nov. 18, 2008

I purchased a wide screen Televison in August 2008 along with a 4 year contract. On November 15 2008 the Television quite working. I took the set back to the store. The customer service employee took the informatin and had another employee bring a replacement set. As we prepared to sign the release papers when a Supervisor arrived and told us that the employee was not allowed to replace our set. He attemped to make us send the set back to the manufacture. After much discussion the Supervisor took our set, (with no loaner offered, stating he would send the Tv out for repair.

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GustavoLos Angeles, CA

Reviewed Nov. 18, 2008

Well,I bought a big screen tv set back on December 31 2007.

One of those top of the line tv set to my show in HD.Or,two weeks later after I bought the set I notice that, tv was having a problem with the quality of the picture and I went back to the store to let them know that I was having a problem. I had to make an appointment for a tech to came and check the set. As result the tech said that it was my equipment, Well I exchange my equipment and the result was the same. I let the time pass and the problem started to get worse, So I went back to store, but this time I recorded the problem and I showed them the problem. We make another appointment, as result the tech saw the problem,And the diagnostic was,A bad video processor.

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ScottDeer Park, OH

Reviewed Nov. 17, 2008

I ordered a TV from Bestbuy.com in late August. I previously worked for Best Buy and understand the difference between a RewardZone Mastercard and their Best Buy credit card. During the purchase process over the phone, I repeatedly asked the phone representative if my card RewardZone Mastercard qualified me for their special 3yr, 0% interest financing and was told I would get that promotion.

Fast forward to mid-September and my bill says I am being charged over 14% APR for my purchase. The four weeks after that I placed five phone calls to Best Buy and they assured me they would put my name in an Excel sheet which HSBC would use to update my financing. When that didn't work, I called HSBC and they have no knowledge of such a sheet. They said there is nothing at all they can do to resolve my interest rate. I called back to Best Buy and they told me it would easily be solved by their promotions team. Five days later, a Promotions Rep called me and after a lengthy discussion, was told there is nothing they can do, but to try Customer Relations. Customer Relations then said there is nothing they can do and to call 1-888-BEST-BUY, the same number I had been using 7 weeks prior. When I asked to speak to a supervisor, I was told they were all busy and they would call me back in three days.

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KarenMclean, VA

Reviewed Nov. 17, 2008

Purchased HP laptop for son for college. We purchased the extended warranty ($297.00) as recommended by sales person for totla replacement if anything goes wrong. My son experienced some problems accessing his files so we took it in for service. Theysaid it sounded like a hard drive issue so it had to be sent to Kentucky for diagnostic tesing. They did in-house testing and told us it was not a software issue. To send it out for service would take 3-4 weeks. This was a serious problem for my son as it was exam time and all his work was onthe laptop. I contacted Best Buy customer service and the service was expedited. When it came back Best Buy told us it was an operating system software issue and if we wanted it fixed it would cost us $125.00. Now my problem is that the computer came withthe operating system installed and no recovery disk so why do we have to pay for them to correct what is wrong, and why isn't this covered by the warranty? Icalled HP and was told that we are supposed to create a recovery disk when the computer is purchased. I have never heard of this before and there was nothing that stood out in the box telling us this was an important thing to do. If it was so vital it should have beenthe first sheet of paper inside the laptop. So it cost me $22.00 to have a recovery disk shipped. I truly thought that I legally own the software that comes with the computer upon purchasing it. In additon to ordering a recovery disk I tried to create a recovery disk from the instruction inthe owner's manual. I bought expensive disks and tried twice and was unable to complete the process. Both times I got an error message. So this tells me there is a defect with the computer and not necessarily a software problem. I firmly believe that Best Buy should replace the computer because it is defective or HP should repair the operating system at no cost to me.

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PennyMason City, IA

Reviewed Nov. 15, 2008

I bought a Mitsubishi 52 Model WD-52525 Serial Number 120397 at BEst Buy which did not work from the day I bought it. It would flash the green light and then just shut itself off. Sometimes a red blinking light would come on and then shut down. It would need to cool down for ten or so minutes unpluged to get the red light to go off. Then plug it in and it might come back on. I was told by Best Buy that the filter was dirty. That happened 3 days after purchase. I got satisifaction from Best Buy and gave up the battle. Now it quit completely. Changed the lamp as instructed which did not help. Called repairman and he estimated $1000.00 to fix and would not guarantee that would work. Mitsubishi just said to call repair. What a piece of junk. I will never buy at Best Buy again. Nor will I buy a Mitsubishi again.

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IonutAnaheim, CA

Reviewed Nov. 14, 2008

Terrible Best Buy Customer Service

Re: Conf Nr. BBY01270637001251 Case Nr . 53963215 On November 5, 2008, I ordered a LG Steam Washer 4.5 Cu. Ft Red. @ bestbuy.com . They delivered the washing machine on November 10, 2008. The machine was licking trough the front door, so I called them again and have the machine replaced. On November 13, 2008 they came and pick up the machine but NO other one. I ask them to bring me another one but they said It is not possible because they have to clear the credit card first and then I have to call and place another order. Now the credit card will clear in 2- 4 days and another order. Then 1 more week to get the new machine delivered. I called best buy.com trying to speck with a supervisor for 2 HOURS and no result. Bestbuy.com appliance reps transfer my call to Geek Squard and back again, and than back again. When I got tired and ask for a supervisor I got disconnected, every time and I tried for aprox 2 hours I got disconnected . How is this possible??? Terrible customer service @ bestbuy.com appliances and I prefer to wash by hand than to go trough this again

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DorisNew Lebanon, NY

Reviewed Nov. 14, 2008

I'am a 66 year old woman who is on a fixed income and had to save for a computer,you would think that it would last more than 3 years went to best buy and they told me that e-machines was the best so I bought it and have had nothing but trouble.just wanted to get this off my chest,because when I called best buy they told me that a 3 year old computer was old and that I had to buy another one thank you for listening to an old lady

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ChristineOntario, CA

Reviewed Nov. 13, 2008

I purchased a Toshiba laptop in May 2005 for $800 and after software, etc. I spent over $1300.00. I began having trouble with the laptop a few months later with excessive overheating, slow response with online, loosing connections, computer shutting down, loosing data. I finally took the laptop to Best Buy Geek Squad in W. Covina CA as a result of being told that Montclair did not have a Geek Squad in November 2005. I am a student in a graduate program, so this was presenting a few problems. I had a one year warranty plus an extended warranty. The laptop repair was so extensive that replacing the laptop with a different and new laptop would have been better. The laptop lasted for maybe a couple of months and the same problems began again. I took the laptop to Best Buy in Montclair, CA due to I was informed that there is a Geek Squad. The Geek Squad individual customer service skills needed improvement. In addition, I was told that the laptop was not any good and this happens sometimes and the price to fix it would be the price of a new laptop. I told them that I had an extended warranty and the Geek Squad told me that it ended. I explained with the history of this laptop this should fall under the Lemon Law due to this thing is obviously a lemon. The Geek Squad did nothing to help me and refused basically. They told me to contact Toshiba directly. I called Toshiba's number and was given two different ref numbers and the third call I did not get a ref number and each call I was put on hold from 10 to 19 minutes and not anyone returned to me. I wrote a letter to the main office in Irvine CA in Feb 08 and explained the situation and requested $800 back and I have not heard a thing. The $800 is reasonable. I bought another TOshiba laptop at a different store and had to spend more money for software.

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DanEl Paso, TX

Reviewed Nov. 12, 2008

I recently purchased a refridgerator from best buy in West El Paso. I was told it would be delivered to my home NLT 1PM on November 12, 2008. When the fridge did not arrive I called the store in West El Paso to inquire on why the fridge had not made it to my residents and when I shoud expect it. The sales rep could not answer my questions and when I asked to speak with a manager I could not get through. I later called the toll free number for best buy and asked to speak with consumer relations but was disconnected instead. This is dispicable customer service from a major company like best buy.

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GwoodsNew York, NY

Reviewed Nov. 10, 2008

Sunday

11-09-08 I purchased the above computer this evening from: Long Island City(Store 478). I noticed after looking at receipt as I was in my car, I was charged an additional $39.99. This additional fee was not discussed or mentioned to me at all. The sales person only asked if I wanted an extended warranty and anti virus. I repeatedly told him No Thank You? as he attempted to convince me why I should consider. I explained to him all I wanted was the computer and nothing else. I called the store as soon as I arrived home. I explained to the young lady on the other end, I was charged an additional $39.99 for Windows Vista Personalization...? She explained to me that was usually when the 'Geek Squad' had done work on the computer in regards to removing unnecessary 'junk' software, as well as optimizing the laptop, etc. I was quite appalled. I did notice after reaching home the box was opened at one time and the material was placed back in box in an untidy manner. In addition, I was given the wrong power cord for the laptop above. On BB web site under Geek Squad there isn't a service listed for $39.99 that I noticed. Computer Setup / Optimization? states $29.99. Regardless, I DID NOT agree, ask, inquire or was told of such service. I explained to the young lady I DID NOT ask the Geek Squad? for their services and I should NOT have been charged for something I did not ask for. I am far from a novice with computers. I prefer to 'optimize' my own machine. She stated some laptops they do this for and some they do not. I requested a BRAND NEW LAPTOP that has not been tampered with and I will bring back the Geek Squad? laptop. She placed me on hold to go and see if they had any available via the Geek Squad. After holding for a few minutes, she returned and stated they did not have any additional computers. I wanted to make an exchange to remove the $39.99 from my bill. I asked to speak to a manager. She informed me, in order to do that I would have to come back into the store. I kindly thanked her for her services and hung up very upset. Of course, I would never take my frustrations out on her. It isn't her fault. I am going to return the laptop because of all that has been stated. I do not expect to pay any restocking fee. It is not my fault I am returning the machine. It is a nice laptop. I simply do not like the idea I have been manipulated. I hope this matter can be solved without any additional problems. I'll keep all posted.

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MaryChicago, IL

Reviewed Nov. 8, 2008

My complaint is for my LG frontloadi washer which wasn't working. I called for service and 1 and 3 days later a tech arrived to diagnose the problem. I was told he had to order parts and needed to return to install them. I was unable to schedule with the tech and when the parts were shipped I recieved a call and was told to schedule, that was 3 days after the tech originally came out. I was told the tech couldn't get to me for another week and there was no way to get the part to another tech. The tech arrives back now over 2 weeks into this problem with broken parts and needs to reorder new parts. The parts are scheduled to arrive in 3-4 days but the tech isn't availabel for another week and a half. There are 5 people in my family and there is a lot of laundry mounting up. I've been going to the laundrymat to wash it's very time consuming and getting very expensive and with the holidays approaching it's just going to get even worse. I, and no one else I know will never purchase anything from Best Buy again even though it is conveniently located. Most people I know go to Sears or Abt. I will now be one of those people.

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JulieNevada, MS

Reviewed Nov. 8, 2008

We purchased an LG Bottom mount model # LRBC22544ST on 8/20/05. We also purchased a five year warranty. Within 6 months the unit was making a horrible noise and quit cooling. We went through all of the proper channels...and were given the run around by the store we purchased from, LG waranty service people, and the repair person that was asked to come service our unit. The service people tod us that we lived too far away from their service area and that they only come once a month...if we were unable to be at home when it was convenient for them...we could wait another month. This is impossible with a family of 6! We made the arrangements and had the unit repaired, we were told there was a faulty moisture sensor and that the unit was freezing up on the interior walls...thus freezing up the fan motor. All was well for a year and a half. Now our unit is going through the same motions and we are again dealing with the various departments giving us the run around. We are again with out a fridge, with a family of 6...and have been waiting nearly 30 days. The local repair person that we were told would be servicing our fridge told us he was refusing to come fix it because Best Buy never pays for his repairs. We thought that spending the $1569.00 would be a good investment for our family and yet here we are with nothing.

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RickMorgan Hill, CA

Reviewed Nov. 8, 2008

I purcahse my Panasonic Model#PT50LC13

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JohnSnohomish, WA

Reviewed Nov. 6, 2008

Washer machine floods from the detergent area.

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NikiMason, OH

Reviewed Nov. 5, 2008

When i lived in Pennsylvania I bought a washer from Best Buy website and it came without the transit bolts. I called them 4 times and asked them to send them to me and they say I have to pay for them myself, even though they are part of the washer. Even the manual says that they are part of the washer. These bolts prevent damage to the machine while it is being transported, and my husband and I have to move every few months coz of his job. We already moved once since we bought the washer and had to pay someone (one of the movers) to make temporary bolts for that move. We have to move again in a few months and I have no bolts for my washer!

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ConstanceIndianapolis, IN

Reviewed Nov. 5, 2008

1. Purchased a laptop computer from Best Buy. Bought additional software and paid for a three year service plan for (149.00). They told me if anything went wrong I was good for repairs and replacements for the next 4 years.

2. A few days after the general one year warranty was up, my computer started to lose power quickly. The battery would not stay powered for long periods of time. Then one day I got up and tried to turn my computer on and there was no power, even when plugged into the wall and there was a red light. Took the computer to Best Buy and they could not find out what was wrong at the store and told me they had to send it to â€œThe Service Centerâ€?. They said I should not have to pay anything since I purchased that additional service plan. Said it may be gone up to two weeks and they will call me when it comes back. 3. One and one-half weeks later I went to pick up my computer after the return from the Service Center. The customer service rep placed my computer on the counter and told me that I needed to sign a paper. I looked at the paper and it was stating that I was satisfied with my repair. I asked the customer service rep, how I could be satisfied with the repair when he hadnâ€™t even plugged it in. He said that the paperwork from the service center states that they checked my computer and everything was fixed with the exception of some problem with my DVD/CD drive. And that they had replaced the plug where you plug the power cord into. He told me when you get home just put a CD or DVD in and if it doesnâ€™t work, then bring the computer back. 4. Took the computer home and tried it as soon as I got there and it would not come on and the red light was still there, It appeared to have not been fixed at all and still had the same problem it had when I took it in for service. I immediately took it back to the store. The customer service rep that it would have to go back to the Service Center and it could be another two weeks before it comes back. He said he did not know what was wrong but it appeared that maybe my power cord was bad. He also told me that the customer service rep who gave me my computer should have plugged it in before he let me take it home. But, he told me that it is my responsibility to make them plug it in before I leave after the repairs. I asked to speak to a manager or someone in authority and was given a 1-888 number to call and voice a complaint against the store. I called that number and did in fact, make a complaint, however I never heard anymore about it. 5. One and one-half weeks later, I called in and was told by a person on the phone that my computer was back. I immediately went to pick it up and when I got there it was not in and the customer service rep said the person I talked to on the phone had looked at the computer screen wrong and she had seen where my computer arrived a the service center and thought it meant my computer had arrived at the store. Wasted gas money, etc..The customer service rep also told me that it was my responsibility to make sure that the person on the phone goes to physically check to see if the computer is actually in the store. I donâ€™t know how I can monitor that activity when I am on the phone and not in the storeâ€¦.. 6. Several days later I called and they said my computer was back. Went to pick it up. They did plug it in and turn it on. They also gave me a new power cord and said everything was fixed now. Got home and everything worked fine until late evening. At that time my computer screen went blank. There was power, but only a black screen. Took it back to Best Buy the next day and was told they did not know what was wrong and would have to send it back to the service center again and it could be up to two weeks again. 7. Yesterday I called Best Buy and they told me that my computer was back. I told them I would be right there to pick it up. They did not tell me I needed to bring anything with me. When I got there, I was told that I needed to bring in my operating system software because my hard drive had been replaced with a new one. I asked if that meant all of my files were gone. I was told yes. No one told me they were going to replace my hard drive or I would have asked them to please back up my documents first. I had family photos, purchased music, purchased videos, contracts, email, purchased games, employment related data, etc. I feel that they should have contacted me prior to making that drastic of a repair. If I took my car to a mechanic and the engine was bad, the mechanic would let me know that before just ripping out my old engine and replacing it with a new one. I had to use my gas again to go all the way home and get my operating system disk and anti-virus software and bring it back to the store to be installed back on my computer. I was told that it would take at least 24 hours and also that if my old hard drive had not been destroyed they could back up my documents, etc at a cost of anywhere from $299-$1599 at my expense. I did not tell them to replace my hard drive prior to that decision and feel it should not be my responsibility to pay for the back up of my documents, etc. if they can even find my hard drive. The customer service rep said he put in a order to the service center to see if they can find my hard drive. Or if it has been destroyed. He said if they cannot find it, all of my personal data cannot be replaced. This has cost me a loss of time, as I do part time work from my computer and have been unable to do that for many weeks and all of my customers items have been lost as well as all of my personal items. I feel that I need to at least be able to speak with a person in authority and I feel that the company owes me compensation for my time, loss of work, gas money and inconvenience, etc. I also feel that they should find my old hard drive and back up my items at no cost to me. Constance E Brewer 510 North Sheffield Avenue Indianapolis IN 46222 (317) 685-9514 or (317) 919-8176 cell phone

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MichaelFresno, CA

Reviewed Nov. 5, 2008

i purchased a music cd from these clowns and when i got home there was no disc in the case. i called them up immediately to document it and make sure i could return it the next day as the rest of my day was booked solid. i was told i'd have to do that return that day or they wouldnt' help me. i said i can't make it down there right now. the snot nosed punk on the other end of the line said, we're opened until 10:00 at night. i said, yeah, well i'm in school until 10:30 at night. then he said, well, you can TAKE IT OR LEAVE IT.

so i chewed his ass for a bit then raged down there ready to knock his teeth outta his head, but i didnt' get his name, and the employees there wouldn't give him up. they did exchange the item, but my point is, what if it was a christmas gift? what if i hadn't opened it that day? i'm just out 15 bucks because of their poor customer service? guess so.

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Best Buy Company Information

Company Name:: Best Buy
Country:: United States
Website:: www.bestbuy.com