Best Buy Customer Service Issues

To Whom It May Concern, I am writing to share my recent experience with purchasing a HP Envy x360 laptop from Best Buy. On February 27, [redacted], I encountered a Bitlocker issue on my laptop and sought assistance from the Geek Squad at the Hialeah store. Despite no solution being offered, I was advised to contact HP or Microsoft directly to resolve the software problem. Dissatisfied with the lack of support, I visited the Pembroke Pines store where a software protection plan was suggested for $[redacted] annually to prevent similar issues. This unexpected expense left me feeling frustrated, as I had only purchased the laptop three months prior at a discounted rate. I regret not being informed of this policy before making my purchase and feel disappointed with the level of service provided by Best Buy. Moving forward, I will reconsider shopping at Best Buy for electronics due to this experience. Sincerely, Jose B.

I made an online purchase that included a video game which turned out to be a digital download, something I didn't realize until I received the download email. I was surprised and disappointed as the intended recipient does not have internet access and prefers physical games. When I tried to cancel with customer service, they said it wasn't possible. I am unsatisfied with this response and would like a refund. I feel frustrated that Best Buy wouldn't assist in cancelling or returning the item. I could have saved $10 by purchasing from GameStop, but I chose Best Buy for other items. I kindly request assistance in cancelling the digital download and processing a refund.

I visited Best Buy today instead of shopping on Amazon to purchase a pair of earphones. While discussing my preferences with an employee, I felt uncomfortable when he disregarded workout earphones, implying they were not suitable for me because of my weight. I initially overlooked it but later called to address the issue with the store manager, John Hilton. Sadly, he responded defensively to my complaint. It appears there may be a concerning attitude issue within the store. I simply wanted to buy earphones and did not expect to experience judgment regarding my body. Being dismissed and invalidated by the manager was disappointing. This behavior is unacceptable and needs to be addressed.

Yes, I made a purchase through the BestBuy.com website and initially had the item shipped to a nearby Best Buy store. The total charge of around $16 was processed on my card at that time. Due to being unable to pick it up in-store, I chose to have the item shipped to my residential address. However, upon doing this, I noticed that there was an additional charge. Instead of the expected $3.99 for shipping, they added this amount to my previous total, making it approximately $20 extra from the initial $16 charge. I'm seeking clarification on whether this billing process is accurate.

Approximately 30 days ago, I had Best Buy come to repair my Samsung washer/dryer under the extended warranty. Despite spending hours trying to schedule a repair, appointments kept getting canceled or technicians would not show up. On one occasion, the technician only fixed one appliance and left without addressing the other. Additionally, the washer was left disassembled and raised too high after a visit. Now, the technicians arrive, glance at the appliances, and depart without any explanation. I am frustrated that the same technicians handling repairs are also responsible for ordering replacements. Even after today's technician visit, the issue remains unresolved, and I am unable to get assistance from Best Buy corporate. I am seeking guidance on how to resolve this ongoing problem.

On December 4, [redacted], I visited Best Buy to buy an LG OLED TV, specifically the "C9" model. While there, I was steered towards the Sony A8G by a Best Buy associate and a Sony representative. Despite asking detailed questions about eARC support and processing speed, I was convinced to purchase the Sony TV. Recently, I've been experiencing performance issues like slow processing and buffering, prompting me to research further. To my dismay, I discovered that the TV doesn't support eARC and has significantly slower processing speeds than what I was informed. Although I'm past the return period by 3 months, I believe I should be able to exchange the TV due to being misled. My interaction wasn't with an uninformed employee but with a Sony representative, leading me to feel deceived and unfairly treated by Best Buy.

Hello, a few weeks ago, I was informed that some items I returned were not processed, and I never received the refund. Upon learning this, the manager explained that the items had been sent back to the manufacturer, resulting in no refund or return. They indicated there was nothing they could do to rectify the situation. The items were returned promptly, but it seems the return process was overlooked. I'm unsure how to proceed and would appreciate any assistance.

I purchased an open box LG Sidekick washer on 3-9-[redacted]. I bought it online and went to the store for pick-up and installation. However, the staff struggled with the computer system, delaying the process for over two hours. The delivery on 3-14-[redacted] revealed the washer was defective and could not be installed. After Geek Squad confirmed the issue, I requested assistance due to COVID-19 concerns, but was met with unhelpful responses. Despite conversing with Helen, who offered a new item without adjustment for the troubles faced, I found the customer service lacking and wish to escalate my concerns to a district manager for a resolution.

Hello, I recently purchased a Nest Wifi device but found the range insufficient for my needs, prompting my decision to return it. Although I exceeded the cash back return period by a few days, the store offered me store credit instead. Eager to limit my time outdoors, I reached out via email to express my reservations. Ordinarily, store credit would suffice, but given the current global situation with the coronavirus outbreak, I hope the company can consider the broader context. With the ongoing lockdown and many individuals facing job losses, I believe extending the return policy would be beneficial. I kindly ask the company to review this request, as it would provide much-needed support not only to me but to all customers during these challenging times. Thank you for your attention to this matter. Sincerely, Roderick W.

I pre-ordered a digital game, expecting to receive the code within an hour, but it has been over 10 hours and I haven't gotten anything. I attempted to cancel the order with no success. The game's release date is today, and I still don't have the download code. The status remains "in progress," while others have reported quicker deliveries. I want to cancel this pre-order promptly. I know digital downloads are non-refundable, but since I haven't received the download, I hope this won't apply. ORDER #: BBYTX-[redacted]03

I had a refrigerator and range delivered on May 16, [redacted]. The range order number is [redacted][redacted] (purchased on 12/76/19). Despite confirming with Best Buy twice that we needed 3 men to bring the refrigerator upstairs, only 2 arrived and were hesitant to attempt it. A new delivery date was set for 3/21/20, but in the meantime, Best Buy suspended in-home services. We had to hire a moving company to place the fridge, costing $[redacted]. The range was found damaged when unboxed, with crushed sides, bent wheels, and a buckled panel. It appears to have been dropped and is unusable, stored in our carport. We need a replacement urgently and hope for priority service once Best Buy resumes deliveries. I can provide photos if necessary. Thank you for your help. Sincerely, J.T.

Hello, I am looking to reach out to someone at the Corporate Office and I need assistance ensuring this message reaches the right person. I am Maria Reidy, the principal of an urban school in New Bedford, Massachusetts. Given the current situation, many of our students lack access to devices. I am interested in collaborating to acquire devices from Best Buy, as our families benefit from free breakfast and lunch, and Comcast provides free internet. However, these families lack devices to access the internet for school work. My idea is to organize an event where families can purchase affordable devices at the school. This approach would help those who may have difficulty getting to your store. I believe this partnership could greatly benefit our community.

Our Best Buy Visa card was compromised, and someone made a fraudulent purchase on BestBuy.com. We promptly reported the incident to BestBuy.com and Citibank. Subsequently, our card was closed, and a new one was issued. However, the unauthorized charge of $[redacted].73 reappeared on the replacement card despite assurances that it would be removed. Additionally, we have been receiving automated emails from "Get Human" and engaging with chatbots instead of actual representatives. After several unsuccessful attempts to resolve the issue over the phone, enduring long wait times exceeding an hour each time, we have yet to speak with a live person.

On March 19, [redacted], around 5:45 PM, I accidentally left behind a black Toshiba hard drive at the Best Buy located at [redacted] W North Ave in Chicago, IL [redacted]. I realized my mistake the next day after moving back to Michigan. Despite my attempts to contact the store and request assistance in locating the drive, I was informed that it was not found and that they couldn't access the security camera footage due to protocol limitations. I arrived shortly before closing time at 5:58 PM during reduced hours, with supporting evidence to confirm this. The hard drive contains highly sensitive and personal information. If it is not promptly sent to [redacted] Charlton Ave, Ann Arbor, MI, [redacted], I will have no choice but to escalate the matter with legal professionals or law enforcement to investigate the situation further.

I received an email from Geek's PC Solutions stating that they are unable to renew their license with the Better Business Bureau, and my subscription will be transferred to another company. They mentioned that $[redacted].99 will be debited from my bank account soon. To cancel, I need to contact them to get a 60% refund. The contact information provided includes phone numbers [redacted] or [redacted] for the refund manager, Kevin Smith.

I made two payments in December [redacted], but the second one was made before the cycle closed. Consequently, in January, February, and March, late fees have been erroneously charged to my account. The reason for the dual payments in December was due to undergoing chemotherapy and radiation treatment for throat cancer, necessitating someone else to make payments for me at their convenience. Kindly rectify this immediately as your actions have caused undue stress. One of your associates was unhelpful when I attempted to address this issue last week. I am currently fighting throat cancer, struggling to speak, and have lost a significant amount of weight. Please show compassion and correct this oversight promptly. Additionally, my ex-business where my former partner works has closed, impacting my income. As a long-standing loyal customer, I urge you to consider my circumstances. I have proof of everything I have mentioned.

I made a purchase on March 3, [redacted], at Store 49 in Bloomington, IL. My member number is [redacted]. I bought item [redacted] Oculus Quest for $[redacted].00, and the shipment order to my home was [redacted][redacted]. I am aware of the current situation worldwide but wanted to document that one of the controllers has a vibration issue and is not functioning properly. I understand returns are challenging right now. Approximately two weeks ago, I noticed the problem. Despite enjoying the product, I need a new one. I was offered a $[redacted].00 one-year replacement plan at the store but deferred my decision. When I called the store on March 31, [redacted], at 12:23 pm, the staff mentioned exchanges could be done whenever possible. Due to the item's perpetual stock shortage, I am uncertain how this will be resolved. I am seeking guidance on the best course of action at this point and would like to explore getting a replacement plan for the new item once the exchange is arranged. Thank you, Blake Markwell.

In Rockville, MD, I promptly opted out of the automatic renewal Geek Squad service plan on March 28, the day before the auto-renewal was set for March 29. I have screenshots to validate that I completed the opt-out process successfully online that same day. However, despite this, on March 29, I received an email billing me for another year of the plan I had intentionally decided not to renew. Kindly adjust my account accordingly. Additionally, I want to address an issue with confirming a scheduled appointment for a SiriusXM module installation on March 21 at 1:35 p.m. I attempted to contact Geek Squad via phone but was unable to reach anyone or leave a message. When things are back to normal, I would like to reschedule the installation under the plan I had as of March 21, [redacted]. Lastly, I want to express my admiration for Best Buy and its staff, both past and present, for their contributions to the company's success and reputation in the industry, hoping that this recognition translates into fair compensation for their efforts.

Hello, I'm currently seeking assistance from customer service. I understand that there is a high volume of calls and reaching a phone representative might be difficult. My concern revolves around deferring my payment for April due to the financial impact of COVID-19. I simply need a moment to stabilize my situation without facing penalties for a late payment this month. I want to emphasize that I do intend to make the payment, but given the circumstances, I am hopeful for some flexibility. Despite multiple attempts, I have been unable to connect with a representative over the phone and have faced disconnections while on hold. Thus, I believe reaching out via email is a more suitable option for now. I am eager to receive a response soon.

Yesterday, on April 4th, I purchased a 65" Vizio TV. The store's manager mentioned that due to the way I transported it in my pickup truck (secured against other boxes), the return policy would not be applicable. However, upon setting it up at home, I noticed significant cracks on the screen, resembling the impact of a pointed object, reminiscent of a rock hitting a windshield. Remarkably, there was no damage to the box or packaging materials. Vizio's customer service indicated the damage occurred prior to my purchase. Best Buy clarified that large appliances like this TV fall under a different return policy, noting it as a major appliance where the policy only applies when delivered by them.