Best Buy Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I told him I am all the way in Los Angeles and wont be able to do that. He said well that is your problem. I told him it would be Best Buy's problem because they did not do their job in the first place and took work order and did not put that problem down. I said to him that if I had to come up there, I would pick up my laptop and take it somewhere else where the people there would know how to work on them and also knows how to treat their customers and someone would be losing their job. He asked me was that a threat and I told him right there that I wanted to speak to his manager. He said he was the store manager. Then he hung up on me. I called back and I advised him to never hang up on me ever again.

He said if I were to call up there again to speak to him, he would call police for harassment. Well I advised him that at that point they were not authorized from that point to have my laptop in their possession. That at that point it was now stolen property if they did not send it back to me, because I was not going to deal with idiots like that. He said he would refuse to return my laptop back to me unless I personally went up there myself to pick it up. I then hung up with him. Called Best Buys Customer service help line and filed a complaint with Jessica and she stated with all the trouble I had with the laptop, she would think they would replace it. She advised me she filed a complaint on my behalf to the corporate offices so this problem with Bill ** in the Chesapeake store would be dealt with. Well someone from the Best Buy Corporate office called to the Chesapeake Best Buy.

Because Bill ** aka William ** called the Chesapeake Police Department and filed a police report on me stating I threaten to come up there, but failed to tell the police on why. Well I found out that he called police when I went up to the Best Buy on 10-21-08 to pick up my laptop and I gave Steven my pick up receipt and he was all confused because William ** (Bill **) put a note on my file to not release laptop and notify manager prior to releasing per Bill **. Well here I am waiting and I do go into the Best Buy with a witness because I had a problem with this store on the phone several weeks before. Well here this guy walks up to me and says I am Bill ** and I am the one that called police on you and filed a police report on you. I asked him for what. He said because you said you were going to come up here.

I advised him that he had no business doing that and I don't trust them with my equipment. I then took my laptop and walked out the store and here he follows my witness out to the front of the store and he harasses her and leans over the counter and says to her do you want my information too? I called the corporate office of Best Buy and spoke to a person named Sarah ** in the Executive office and I explained to her on what happened in the Chesapeake store and what Bill ** did. She advised me that it would be against company policy for Bill ** to file charges against any customer. She advised she would handle the problem and get back with me. Well I then called Chesapeake Police Department and they advised that a William ** did file a police report against me for telling him I would come up there, but failed to report to them on why I was going to come up there because they had my property and refused to give my personal property back to me.

So I advised Bill ** that I would file a report on stolen property and that is probably why he called the police and filed a false police report. It is against the law to file a false police report against anybody. I advised Sarah at Best Buy Corporate office it is in her best interest to do something about William ** on what he did against a customer and threatened to keep personal property. She advised me that she called William ** at the Chesapeake store right away and he stated he did not want any problems and I advised here he already had problems when he filed a false police report against me. I expected her to fire him if Best Buy and Bill ** did not want a legal trouble. Sarah advised she could not tell me what actions that she took against Bill **.

I was advised by the police that I could file charges against him for filing a false police report. Well when I did finally get home to plug up the laptop, it took about 20 plus minutes to power up and all programs to come up. Well my internet still did not work, the power cord/mother board was still broken, my keys still stuck, my DVD player did not work. So I called customer care at Geek Squad and spoke to Kenzier and explained whole problem to her and she was in Mission Control and she advised me to call the corporate office and speak to someone in the Disaster area. Well I spoke to Sarah again and she was really no help to me. Sarah advised me that she will defend he employees and condones him calling the police for her employees protection.

I asked her what about the customer. Sarah had nothing much to say about the customer. Sarah did say at this point she will not take any action against William ** and plans not to do anything for me for any inconvenience that I was put through. I will do what I have to do to see to it that this problem get s to the highest Executives of the Best Buy Corporation. To this day I have a laptop that still does not work. I had purchased a 3 year policy that covers everything that can go wrong with the laptop, so its covered. This problem is still not over yet. I will give an update on what happens from here. Anyone please feel free to contact me in reference to this problem. I had a false police report put against me, mental distress, ruined my whole entire time home from work, embarrassed me completely, may cost me in not getting a job with the city, ruined my dinner, etc.

Today, the Westinghouse told me to get Best Buy and I did. Best Buy supervisor told me it was not their problem. I said it was frustrating, I would file a complaint with Virginia Attorney General and put a video on Youtube about my experience. The supervisor said he would take that as a threat and started to push me. Considering I had a surgery on my legs and they had seen me few days ago with crutches, I could not believe he kept pushing me. When I was outside, the general manager came out and threatened me and said if you ever talk about your experiences, we will file a legal suit. I have all your information, we will take care off you.

I called a police and they lied to the police. For some reason they said to the police they had no camera where the incident happened and no audio on tapes. They could only provide the video where all the way at the end I yelled at them and told them not to push me and they sold me defective tv. Of course, because there is no audio, they lied about that too.

The worst customer service full of lies, threats! They lie, steal your money. Best Buy = worst customer service, defective products

When the technician came to fix the washer I had to help him lift the appliances as he told me he needed help and they only scheduled him. If I didn't help him it would have been another two weeks before they could come out again. As it turned out the washer needed a new pump and the technician had to order the part. He said he would call me when the part came in.

I did not hear from him after a few days so I called him no less than 10 times over a 10 day period with no response. I finally called bestbuy service and they informed me the part had come in about a week ago and that the soonest they could schedule someone is 2 weeks from now! They are extremely condescending on the phone which makes it extremely frustrating.

At this point I just want to return the Washer and Dryer and get my money back, but they refused. I guess they feel they already have my money so too bad for me. I have put the charge into dispute with American Express but nothing has happened yet.