Best Buy Customer Service Issues

I purchased a printer on Black Friday with order number [redacted]28. I have not opened it and would like to return it. I contacted customer service on January 2nd, and they mentioned I could return it before January 9th if bought from Best Buy after November 1st, whether online or in-store. When I visited the Best Buy store on Weston & Highway 7 on January 3rd, they explained since it's a marketplace item, it couldn't be returned in-store. After some discussion, they agreed to contact customer service to arrange the return. However, after a long wait, I was told by an employee that I needed to handle it with the marketplace seller directly, even though I purchased it from Best Buy's website. I called customer service to report the situation, and I was assured the store would process the return. Nonetheless, I received an email today that the item cannot be returned, which is very disappointing given Best Buy's reputation for good return policies. Please refund my money and feel free to reach out to me for further clarification. Thank you.

I bought a Samsung TV UN43RU7100FXZA on November 26, [redacted], with the intention of mounting it in my bedroom. While attempting to install it, I accidentally scratched the TV in two spots. I sought help from my local Best Buy in Salisbury, MD, but they directed me to contact Samsung for assistance. Samsung sent a technician who advised that the screen needed replacement, nearly costing 90% of the TV's price of $[redacted].99 I paid, including sales tax. Following up with Best Buy through chat, I was advised to speak with the store manager. After discussing with Amanda at the store, she offered a $20 discount on a new TV, which would still cost me $[redacted]. Feeling disappointed, I have been a loyal customer at Best Buy, purchasing various electronics. I understand that I damaged the TV, and I am not seeking to deceive. I believe that loyal customers could be supported more reasonably in such situations. Thank you for your understanding and assistance. A loyal Customer, L. J.

Regarding: Rescheduled Appointment Details - Order: [redacted]6 Service Date: January 6, [redacted] Arrival Window: 7:00 a.m. - 1:00 p.m. Location: [redacted] Palmer Rd APT 3E, Yonkers, NY [redacted] Good afternoon Marcel, I recently purchased a product on 12/28/19 and encountered an issue the same day. I contacted Best Buy, who advised me of a 14-day repair guarantee with Geek Squad and a one-year warranty. They instructed me to schedule an appointment with Geek Squad, which I did on 12/28/19. The repair technician, Sewkumar Persaud, visited on Monday, Dec 30th, noted the need for a part, and ordered it. The appointment was rescheduled to Monday, January 6th. However, due to communication issues, I mistakenly requested a reschedule. Best Buy confirmed the part's arrival and rescheduled for today, between 11 am and 1 pm, but the technician did not show up. The electric GE dryer functions, but turns off once the start button is released, requiring it to be taped down. I presume the part arrived today, January 6th. Will your agency return to complete the replacement/installation of the part? I anticipate your response. Thank you. I can be reached by email or at [redacted]. Thank you sincerely, Gloria.

I recently made a purchase of a phone from Best Buy in Trussville. Upon checking my bank and BB accounts, I noticed a discrepancy and assumed an error on my end. Subsequently, I placed a new order. Later, I discovered a credit in my bank account for the original payment. Fortunately, the accounts department rectified the situation, refunded my initial order, and my phone is now on its way. I want to express my gratitude for their exceptional work. It's rare for such issues to be caught, especially during the busy holiday season. I sincerely appreciate the swift resolution before I was even aware of the problem. I am looking forward to receiving my phone tomorrow. Kudos to the team who handled this efficiently. I will definitely give you a 5-star rating. Well done. Best, Virginia Gayle J.

I visited Best Buy Mobile at [redacted] Sherbrooke St E Unit [redacted], Montreal, Quebec H1N 1E9 on December 3, [redacted], to purchase a Samsung Galaxy Note 10+. During the purchase process, the Best Buy Mobile Manager, Miss Elodie, encountered a technical issue where my transaction was canceled after paying $[redacted] CAD with my BMO Debit Card. Despite being assured of an automatic refund, the refund hasn't reflected in my BMO account yet. To proceed with the purchase, I agreed to a new order, paying with my Amex Credit Card. Unfortunately, the refund issue remains unresolved, despite my attempts to seek assistance from the store. I can provide bank statements and other evidence to support my claim. Your help in resolving this matter would be greatly appreciated as I have faced inconvenience and financial loss.

I wanted to buy two Portal TVs for a family member whose father was diagnosed with cancer, and timing was important. I visited the Best Buy store in San Bruno. I requested to have the TVs shipped and verified that I would get the $50 discount bundle deal. Unfortunately, the store employee informed me that Best Buy does not offer bundle deals, despite my showing them the online promotion. I planned to order online but my Best Buy credit card was misplaced by my child, so I needed to get a new card. I tried calling customer service but was disappointed to hear they didn't have one. When I asked for a manager, I was met with unhelpful responses. After multiple attempts and challenges, I eventually made the purchase using another credit card. The experience left me feeling frustrated and disappointed with your lack of communication and customer service. Additionally, I also had an unsatisfactory experience shopping for a refrigerator at the same store, prompting me to take my business elsewhere.

I attempted to purchase a Logitech G402 mouse at Best Buy. The shelf price showed $14.99, but at checkout, I was charged $21.99. The cashier initially agreed to honor the shelf price but needed a manager to approve the change. Unfortunately, the manager refused to adjust the price, causing frustration due to what felt like a bait-and-switch tactic. I contacted Customer Service and spoke to Representative Jessie, ID number [redacted]94. Jessie initially indicated he would assist in resolving the issue by speaking to the manager. Upon returning to the store, Jessie changed his stance, apologizing that he couldn't help further. The inconsistency in their responses has left me feeling dissatisfied and believing that the store should honor the advertised price to address the situation.

On October 5, [redacted], we purchased a wall oven from Best Buy, which was a special order that included installation, delivery, and old appliance haul-away. To take advantage of the ten percent back offer, we opened a Best Buy credit card. We planned to use the reward on a new refrigerator, scheduled for delivery before Thanksgiving. However, the delivery was delayed, with blame shifting between Best Buy and the delivery company. After multiple appointments and issues, including a necessary cabinet modification not being completed, we are frustrated. Despite paying for installation, the oven remains uninstalled due to the cabinet adjustment. Furthermore, the old oven was not hauled away as promised. If the installation is not resolved by Friday, we may seek appliances elsewhere, as the lack of communication and accountability from Best Buy is unacceptable. In the morning, we plan to file a complaint with the Better Business Bureau and may seek legal advice to address these ongoing issues.

I recently purchased a refrigerator (Ref 1-5-20) with a scheduled delivery on 1-7. However, upon arrival, the delivery driver rushed us to unload without giving us time to prepare. They did not call before arriving, and even though we needed a moment to unplug the ice maker, they were in a hurry. Despite paying for old refrigerator removal, they attempted to leave the new one. Frustrated by their lack of customer focus, I declined the delivery and requested a new appointment. Best Buy's delivery service needs improvement as they seem more concerned about their schedule than customer satisfaction. I am now hesitant to make future purchases from Best Buy and won't recommend them to others.

Hello, I bought the Aluratek WiFi frame from your store as a Christmas gift for my parents. Unfortunately, it's not working as expected. The app won't load pictures, and the email function is also not functioning. I've tried contacting Aluratek three times, but I haven't received any response. I followed the setup instructions, and the frame is connected to the network. However, the app seems problematic, as the device code input only accepts numbers, when the device code is alphanumeric. I spent almost $[redacted] on this purchase, so I would appreciate it if you could get in touch with me to resolve this issue. Thank you, JB

I had front and rear cameras installed in my [redacted] Audi Q3 by Best Buy in July [redacted]. In that same month, I experienced an issue with the hatch not working properly. Upon bringing it to the dealer, they discovered that the installation was faulty, resulting in water damage to the wiring and hatch motor. After Best Buy corrected their work, the dealer had to install a new motor costing $1,[redacted]. I was advised that a claim was filed with my insurance company in November [redacted], but I have not received any updates or reimbursement. Despite leaving messages at both the Best Buy store and my insurance company, I am still awaiting resolution. I am seeking $1,[redacted] compensation for the repairs that were necessary due to the faulty installation.

My name is DH. On 11-2-19, I bought a Sharp Roku TV from your Reynoldsburg store. Recently, my wife and I left the new TV on while we were out shopping. When we returned, the screen had colored lines both vertically and horizontally, but there was no physical damage or power surge. I checked the return policy and visited the store to get a copy of the receipt. Surprisingly, it was still within the holiday return period. I returned the TV, but the store insisted that I must have caused the issue and directed me to contact Sharp for the warranty. Sharp connected me back to Best Buy for geek squad diagnostics, which ultimately concluded that I broke it. As someone experienced in sales and customer service, I'm disappointed by the lack of understanding and the refusal to honor the warranty. Unfortunately, I will no longer buy any electronics from either company and will share my negative experience on social media. Thank you for letting me down and for the $[redacted] loss.

Date: 1/9/20 During my recent visit to the Best Buy store in UR MHK, I returned to my car to find a professionally printed card on my windshield. The communication on the card was both rude and graphic, concerning my parking within the Best Buy lot. I wish to inquire whether your staff are instructed or trained to monitor the parking lot. Was this offensive signage, like the one I received, provided by your management for such purposes? I found the message to be highly offensive and unnecessary. If there are parking regulations in place, they should be clearly displayed using non-offensive language. Kindly inform me promptly if such policies, enforced in this manner, are indeed in effect. This will influence my decision to continue patronizing the Best Buy in MHK. If the messaging on my windshield was not authorized by your establishment, there may be an employee who is not representing your brand appropriately. I recommend reviewing parking lot camera footage to identify any unauthorized actions by employees. Addressing this promptly is crucial to maintain customer satisfaction. Sincerely, Kevin M. [redacted] Cc: archv; Riley Co. Police Dept.

I am attempting to contact "Customer Service" through email as I am facing issues with phone calls and chats. I had a frustrating experience spending over an hour on the phone due to bad weather with a person whose accent made it challenging for us to communicate effectively. I prefer not to use apps or Instagram. When I tried calling the local store in Coeur d'Alene, ID, I ended up reaching a central number in Spokane, WA, where the person I spoke to was unable to assist me further. Additionally, we have not received our credit card, as the service representative required a physical address despite us having a PO Box. R.E. Conkey [redacted] E. Hwy 54 PO Box [redacted] Athol, ID 83[redacted] Please acknowledge receipt of this message. I am contemplating whether to continue doing business with Best Buy in the future.

Our dryer stopped working, leading us to purchase a new one on 12/30/19. Despite hoping for quick delivery, the earliest available was on 1/7. I took time off work for the delivery which arrived after the 6-hour window with significant damage. We declined the damaged dryer, received a new delivery date of 1/10, and my husband took off work for that. Although the replacement was installed, it caused electrical issues tripping the breaker consistently. After several attempts with customer service, a third delivery is now scheduled for Monday from 12-6. In the meantime, we must rely on a laundromat for clean clothes and towels. The situation has been a major inconvenience and I am hoping the third dryer will finally work properly without any issues.

Best Buy and many other businesses use "Telecheck" to decide whether to accept or decline a customer's check. Telecheck has a policy of declining the first check from every customer. This means that even if you have a new account, your first check will be declined because Telecheck needs to see a history of reliable check writing before approving it. This catch-22 situation makes it impossible to start writing checks with a new account. Many find Telecheck's methods frustrating and believe they lose more money from dissatisfied customers than they save from preventing bad checks. This experience led my family to walk away without making a $1k purchase at Best Buy. Just sharing this information.

This has been the worst purchase experience ever. I encountered multiple agents with completely different "solutions," resulting in no resolution and 6 wasted hours. Despite being given the wrong information that a location was open when it was closed, I was then directed to another location an hour away to pick up my TV, which also turned out to be incorrect. After several calls, I was told conflicting reasons for the delay, first a hold, then a payment issue. Even after updating my payment method, the TV was still not ready as promised within 1-2 hours. Each agent I spoke to passed the blame around without providing a solution, making the whole process a complete joke.

I have a Canon Pixma TS9020 printer that is one year old. I only used it for 3 months while here. When I plugged it in, it had a paper jam initially, which I cleared. Now, I keep getting an error message stating the paper tray is extended with Code [redacted]! I have tried pulling out the tray, checking it, clicking on OK, and putting it back in, but the issue persists. I have also unplugged it, thinking it might reboot, but nothing has resolved the problem. I believe it's a minor issue that can be easily fixed, but I'm struggling to solve it myself. I noticed a new one at Walmart for $19.99 last weekend, so I am hesitant to invest a lot in repairs. I am willing to bring it to the store for repair but would like an estimate first. Being a 75-year-old grandma, I am not very tech-savvy, so I appreciate your patience. - Patty

We purchased a washer, dryer, refrigerator, range, dishwasher, microwave, range hood vent, and additional items on November 10th. Originally scheduled for delivery on November 20th, it was rescheduled to December 5th from 7 a.m. to 12 p.m. That changed to December 11th at the same time. Despite not living at the property, we arrived at 7 a.m. on December 11th, only to receive a cancellation call around 8 a.m. The delivery was then rescheduled for December 13th, and later changed to December 15th. Another change pushed it to January 13th, with today being the latest scheduled delivery from 7 a.m. to noon. Upon arriving at 7 a.m., we received a rescheduling call at 7:20 a.m. The customer service representative was unhelpful and attempts to reach out to different numbers provided no assistance. This frustrating experience has led to a decision to never purchase appliance packages from Best Buy again.

I recently made a purchase from BestBuy for pickup but needed it shipped instead. I quickly reached out through their online chat hoping to modify or cancel the order. I spoke with a representative named Ned M; however, the responses were delayed, and I was told the order couldn't be changed. The chat support seemed uncooperative and eventually stopped responding. I decided to call customer service where a helpful gentleman promptly adjusted the order. The chat support experience left much to be desired and should be reviewed for improvement. It was the worst customer service I have ever received. I am considering addressing this issue with BestBuy directly rather than leaving a negative review on their Facebook page.