Best Buy Customer Service Issues

I want to share a positive experience I had with Caleb M at Store #[redacted] in Bakersfield. Caleb assisted me in choosing a 27" HD Monitor within my budget for office use. He was knowledgeable, explained key features, and respected my decision. He efficiently processed my payment and finalized the sale before moving on to assist other customers. I believe Caleb deserves a full-time position based on his excellent service. I noticed that the website lacks an option to provide feedback via email and to share comments about store personnel. This might be worth considering for future improvements. I appreciate the personalized service at BB and prefer it over the online giant. Additionally, I found the product pricing at BB to be $20 lower than the competitor's. I wish Caleb and the team a Happy New Year and commend them for their exceptional service.

I bought a washer at your store on Christmas Eve morning. The staff at the Britton Parkway location mentioned they would match a better offer we found elsewhere. After discovering a better deal with a superior warranty at Costco, we returned the same day for an adjustment, but were informed we had to wait until after Christmas. This was confusing and disappointing. My husband, recently discharged from the hospital, requires my care, making it hard for me to leave him. I am disappointed by the lack of adherence to the word given by your staff.

I am extremely disappointed with the quality of customer service provided by your company. The long wait times on the phone and unhelpful responses have made simple issues, like a scratched gift card pin, into major problems. Our recent experiences at Best Buy, with issues that could have been easily resolved with better service, escalated into frustrating scenarios involving multiple wait times, phone calls, and chat sessions. This has left both me and my spouse feeling overwhelmed and dissatisfied. After we use up the remaining balance on our gift card, we will no longer be supporting your business. I understand that my feedback may not make a difference to your company due to the high volume of customers you serve, but it is important for me to express my dissatisfaction. Despite reaching out to multiple representatives, no one seemed capable of understanding the issue and only provided scripted responses. I do not expect a response, as I am no longer open to resolving these issues.

Subject: Delivery Issue - Order O# BBY01-[redacted]67 Hello, I would like to bring to your attention an issue I faced regarding my recent order. After spending over an hour trying to resolve the problem with customer service, I am disappointed by the lack of accountability and failure to rectify the situation. My order, O# BBY01-[redacted]67, was scheduled for delivery today, but I received only a shipping label on a piece of cardboard. The items I ordered were two PS4 video games for a holiday party tonight. Despite several discussions with customer service representatives, the problem remains unresolved. The tracking information I received indicates that one item will arrive on Monday, while the other is delayed until January 21st. I suggested canceling the order and picking up the games from my local store, but was informed that this was not possible due to shipping regulations. The handling of this situation has been disappointing, and I am left without the gifts I intended for tonight's event. I hope for a prompt resolution and appreciate your attention to this matter. Thank you, Jarred S.

Hello, I recently purchased a computer at your Langley branch using my Visa card. The transaction was completed at the Geek Squad section of the store, and I confirmed this by contacting my credit card company. A credit card representative spoke to Amanda Iannitelli, the operations and product manager, to verify the transaction. Despite this, Amanda stated that the transaction did not show on their system and refused to provide a receipt, suggesting I make the purchase again. I was disappointed by Amanda's attitude and lack of customer service. Amanda's behavior made me feel as though she suspected me of trying to deceive the company, despite my excellent credit rating. I eventually left the Langley branch and visited your Surrey location on 160th Avenue, where I received exceptional customer service. I hope that my feedback is taken seriously, as Amanda's actions may impact the reputation of the Langley branch. Thank you, C.C.

I placed an order for a washing machine and a dryer on December 3, [redacted]. The appliances were delivered on December 14. I encountered an issue with the installation service for which I paid an additional $30. The workers declined to remove my old appliances citing liability concerns. I understand their position. I am requesting a refund of the $30 fee as the installation service was not completed as expected.

I received an Apple Series 4 iPhone gift from my adult grandson for Christmas. He bought it at the Maryland Best Buy store #[redacted] in Glen Burnie on November 29, [redacted]. Unfortunately, the watch is the wrong color. Instead of the silver one I wanted, it is space gray. I tried to return it at my local Best Buy in Lady Lake, FL, but they didn't have the silver color in stock to exchange. Anthony at the store couldn't waive the restocking fee and told me to call Best Buy Corp for an email waiver letter. After multiple failed attempts and being transferred around, I couldn't get through to the right department. I need the waiver in order to exchange the watch by the January 14 deadline. I rely on the watch for safety features, being 78 and living alone on a limited income. Please send the necessary document via email to complete this transaction. My email is [redacted] Thank you for your assistance, as I prefer email due to my hearing difficulties.

I am extremely frustrated with the lack of support from Best Buy's Amazon service. I plan to escalate this issue to Amazon's help center if it is not resolved promptly. I took my family in an Uber from Miami South Beach to the Best Buy store on 5th Street in Miami. The Amazon representative I spoke with helped me with Alexa but couldn't provide the Echo I wanted, so I purchased 5 Dots instead. However, upon attempting to set up the Dots at my hotel, I discovered that the Alexa app is not supported in South Africa. With my flight early tomorrow morning and it being late at night, I have no way to resolve this by visiting the store. I urgently need a solution to this problem. Best regards, Dion N.

I recently bought a refrigerator from Best Buy, and referred my daughter who needed a whole kitchen package. Unfortunately, the salesperson we encountered was rude, lacked knowledge about appliances, and even walked away from us. Another associate we approached was engaged in a FaceTime call with a friend and said she would help us after she was done. This level of service is unacceptable. As a result, I took my business to Home Depot and spent $[redacted] there instead. I am disappointed with the lack of customer service at Best Buy and will not recommend them to others. I hope that Best Buy will address these issues and provide better training for their employees in the future. Sue Leuzzi

Hello, I bought an iPad Pro in-store on 12/21 as a birthday gift for my wife, whose birthday was yesterday (12/29). Initially, I purchased the space grey model since it was the only color available. However, my wife prefers the silver one, which was not in stock until 12/30. After she unwrapped her gifts, I returned the sealed space grey iPad to the store to exchange it for the silver one. The store staff mentioned that due to the initial purchase being on special, I would need to pay the price difference for the exchange. This is concerning as the sealed unit could be resold at the current undiscounted rate. I believe exchanging for the preferred color should not incur extra costs, especially since both were discounted when purchased. Can you assist me in facilitating the exchange?

I made a purchase today with order number [redacted]44. I received an email from Bestbuy confirming my order and stating that my credit card would not be charged until the product is shipped. However, my credit card was charged immediately, which is confusing. I would appreciate an explanation as to why there was a discrepancy. Wishing you a Happy New Year.

We visited a Best Buy store to request a refund for an online purchase. Unfortunately, they refused the refund as the game had been opened. Even though we opened the packaging, the game is brand new as it hasn't been used. We mistakenly bought a digital game for Xbox One, not realizing it was digital. The game is untouched and still in perfect condition. We don't own an Xbox One in our household, so it feels like a waste of money to keep a game we can't play.

I purchased a Samsung Active 2 watch from Best Buy in Dublin, CA, scheduled for delivery on December 24th. The order number is [redacted][redacted], with delivery address for Jessica Fresco at [redacted] Mojave Ave, Livermore, CA. The phone number for delivery is [redacted]. The delivery date was changed twice, first to the 27th and then to the 30th. Unfortunately, the package has not been received, and is no longer trackable on your system. I am eager to know the current status of my shipment and the actual delivery date. If the item cannot be delivered by January 3rd, I would like to cancel the order and receive a full refund. Thank you. Best regards, Antti E.

To whom it may concern, I received an email on December 28th, [redacted] informing me of a purchase under order number #BBY01-[redacted]06, shipped to [redacted] Moraine St, Brockton, MA, [redacted], an address that is not mine. As I am currently not in the United States, it is evident that I did not make this purchase. Unfortunately, I am unable to contact you via phone. I am seeking to cancel the order, receive a refund, and resolve this matter swiftly. I look forward to your assistance. Thank you, San H. Aung

On 11/25/19, I purchased a Ring video doorbell with the promise of a free Amazon Echo Show 5 upon installation. Despite paying for the $99.99 installation, the installer could not set up the Echo Show as promised. After discussing the issue with Best Buy, they initially agreed to have someone else come and set it up for free, but the manager later insisted on an additional fee. Frustrated, I paid the extra fee for the setup. After weeks of waiting and no call back, I contacted Best Buy on 12/22/19 to request a refund. Although I was told I would be refunded $[redacted].99, the amount did not reflect on 12/30/19. Following their instructions, I visited the store, and a helpful clerk promptly refunded the $99.99 installation fee. Despite multiple visits and calls, I am still without the Amazon Echo Show 5 set up as intended.

Hello, I bought an iPad Pro in-store on 12/21 as a birthday present for my wife, whose birthday was yesterday (12/29). I purchased the space grey model because it was the only color available then. The silver one, which she prefers, would only be in stock on 12/30. After my wife had opened her gifts, I returned the sealed box to exchange it for the silver model, now available. Everything was fine until they said I needed to pay the price difference because I had bought the original one on special. This doesn't make sense to me since the unopened unit could be sold at the regular price. Could you help me with the exchange? It's an expensive gift, and having the desired color should be a reasonable request since both were discounted when purchased.

Order Number: BBY01-[redacted]16. I purchased a washer and dryer with a delivery scheduled for December 28th. Upon arrival, I was informed that the power cord for the dryer was not included, leading to installation issues. Despite contacting customer service twice, the problem persisted. It wasn't until Tuesday, December 31st, that progress was made, but now I have to wait until January 7th for installation. As an Elite Rewards member spending around $[redacted] annually at Best Buy, the experience has been disappointing. This delay means another week without a dryer, prompting me to reconsider future appliance purchases from Best Buy and other electronics sources due to this frustrating situation. I usually don't complain, but this has left me feeling angered. My communication here is to express my frustration without speaking out of turn. - William P.

I recently had a concerning experience with two delivery/installation personnel this morning regarding my LG front-loading washer order #BBY01-[redacted]73. Despite providing instructions for a back delivery, they unloaded in front of my duplex. After some back and forth, we agreed on getting the washer through the alley, which they initially hesitated about. Throughout the process, they struggled with certain tasks, like removing water lines and moving the old washer. The biggest issue arose when they damaged my new LG washer while maneuvering it into the basement, leaving visible damage on the top panel and LED window. As someone who has moved similar appliances into my basement in the past, this was the most frustrating experience I've had with a delivery team. Despite their politeness, their lack of professionalism and competence was disappointing. I have documented the damage for further reference.

I purchased $[redacted] worth of iTunes Gift Cards for a friend. Regrettably, it appears that my friend's email was hacked, and she did not request these iTunes cards. Though I acknowledge that Best Buy is not to blame, I am looking to report this fraudulent activity either to Best Buy or Apple. The numbers on the gift cards are as follows: XD9XDGJYHQXQZ3LH, XDK2RN7XHTLR74HF, XRKY8DHN5C6ZKQ38, XN96YJY8MFXWFX6P, X4K4DPNCL8K8XPBQ, XZ8HFLTDY7NHFNRW. The scammer who contacted me urged me to scratch off these numbers. I wish to report this fraud to assist in tracking the numbers and potentially catching the criminal involved. Once again, I understand that Best Buy is not responsible, but I am hopeful for their assistance in resolving this matter. I made the purchase at the Gurnee Best Buy Store on Hunt Club Road, zip code [redacted]. Thank you, Barry R., [redacted] Enfield Lane, Grayslake, IL [redacted].

Order: [redacted]0 I have contacted multiple people regarding this issue. I purchased a TV at a Best Buy location in Orland Park, IL, in August. Shortly after setting it up, I had audio problems and exchanged it for a new one. Fast forward to December, and now none of the HDMI inputs are working. The Geek Squad visited last Saturday and determined the motherboard needs replacement, which I was informed was in stock and scheduled for today. However, I received a call today stating they no longer have the part and can't provide a timeline for its availability. This Insignia TV, which cost $[redacted], has been nothing but trouble. I simply want to return it and upgrade to a more reliable Samsung model. Waiting indefinitely for a part is not an option. If this isn't resolved promptly, I will not patronize Best Buy in the future, despite most of my household purchases being from there. Can I please return/upgrade the TV now, or am I required to wait indefinitely?