Best Buy Customer Service Issues

Yesterday, I placed an order for a 24" Insignia TV at the Muskegon MI store where there were 3 or 4 in stock. After receiving confirmation, I got another email this morning notifying me that the TV was ready for pick up. Upon arriving at the store a little after 10:00, I handed my paperwork to the employee, who returned to inform me that the truck arrived late with my order, resulting in a 3-hour delay. When I asked for the order to be canceled, I was told it needed to be done online. After some confusion with the online process on my phone, I called the store but got disconnected. Upon calling back and explaining the situation, the order was promptly canceled without any attempt to resolve the issue. I had even offered to pick up the TV on my way back for a $20 discount.

I placed an online order for delivery to my home in Michigan. The order number is BBY01-[redacted]42. Unfortunately, the shipping address got changed to my daughter's old address in New York, where she no longer lives. I've tried to cancel or modify the order online, but it's not allowing me to do so. Additionally, I've attempted to contact customer service over the phone multiple times, but the wait times have been excessive, and I was unable to get through. Eventually, I reordered the item with the correct shipping address and opted for same-day delivery to ensure I receive it. However, I still need to return the first order and request a refund for the charge on my credit card. I would also like the $10 worth of Best Buy Rewards to be reinstated. Please review my account history, as we have regularly ordered for home delivery without any issues in the past.

A few months back, I purchased a new car stereo and scheduled an installation appointment. However, due to the shutdown from the Covid-19 situation, they had to reschedule and promised to contact me for a new appointment. Unfortunately, I never received a call back, even though my original appointment was for March 30th. Trying to reach my local store in Coon Rapids MN was unsuccessful as no one answered the phone, even during their designated business hours. I attempted to use the chat option, but encountered a 90-minute delay. Calling the main Best Buy number revealed a 2-hour and 5-minute wait time due to high call volume. It's frustrating to see such poor customer service, especially with the lack of responsiveness and long wait times. This experience reflects poorly on Best Buy's image and leaves much to be desired in terms of customer care.

I bought a TV in May [redacted] at Concord Pike, Delaware and picked it up at Willow Grove, Pennsylvania. While there were checkout issues, a manager resolved them. However, I noticed my credit card was mistakenly charged twice for $[redacted].99 on July 7, [redacted]. The charges appear as: BEST BUY: PAYMENT ID: CITICTP CO: BEST BUY BEST BUY: AUTO PYMT ID: CITIAUTFDR CO: BEST BUY My order number is [redacted][redacted]. I am unsure why the double charge only showed up on my financial statement in July. I am requesting a refund of $[redacted].99. Given my unemployment status, this issue restricted my access to funds. Thank you.

I had a troubling experience with Best Buy recently. Despite our past good purchases, this year my senior citizen mother bought a TV online for my diabetic father. Unfortunately, the TV arrived broken, and I had to pay for the return shipping. We exchanged it for the same model, but this one arrived with detached legs and ended up broken as well. I didn't plug it in, so I can't be sure how it broke, but my parents think it was not from my actions. It seems like a pattern of receiving faulty TVs might be happening. I am considering looking into Best Buy's return process more closely. My mom is stressed over these incidents. Best Buy sent us a return label but did not accept the return at the store. It's been a frustrating and emotionally taxing experience, especially since I currently don't have a job. I hope Best Buy can assist in resolving this matter.

I bought a service plan ($[redacted].89) when I purchased a laptop about a year ago. The salesperson mentioned it would cover updates for any other computers we owned. However, when I tried to use it for another computer, I was only given a 20% discount for the service. This was not what I was told initially. I decided to cancel the plan. Today, I noticed a charge of $[redacted].89 on my VISA from 5/25/20. I don't understand why I'm being charged for another year. I am requesting a refund of the $[redacted].89. It would be helpful to train new employees to clarify the services they are selling. This experience has left me dissatisfied. - Mitch D.

When contacted by Blake Edwards from a Kennesaw, GA store to confirm my appointment, he inquired about my needs. I mentioned requiring a DVD player, to which he claimed there were only two available and not worth his time. Surprised, I probed further and discovered the store carried a variety of options, despite his discouragement. I'm perplexed by the contradiction. What's the point of scheduling an appointment if the products aren't available as claimed? This experience makes me wish for an alternative to Best Buy; however, I'm hesitant about resorting to Amazon for my purchase.

After ordering a Microsoft Surface3 laptop and security software online from the Union, NJ store and receiving them with no issues, I was surprised to hear about an additional laptop and software waiting for me that I did not order. Despite informing them that I did not make the purchase, my credit card (VISA) was billed $[redacted].97 without my consent. I visited the Union store and spoke with manager Pedro Acevedo (gen. mgr #[redacted]) who mentioned someone from "law enforcement support" would reach out on 5/27 regarding the unauthorized credit card use, but I never received a call. I just want the unauthorized charges, including any finance fees, to be promptly refunded to my credit card without excuses. The relevant orders are BBY01-[redacted]83 (fulfilled correctly) and BBY01-[redacted][redacted] (the unauthorized order). I am expecting a response by 5/29, or I will have to consider further actions if not resolved promptly.

Hello, I reside in Richmond, Virginia. I placed an online order on March 28, [redacted] for HP cartridges, with Order # BBY01-[redacted]32. I unknowingly selected the Glen Burnie store in Maryland instead of the Glen Allen store. Upon contacting the corporate office, John provided me with case #[redacted]-76 and advised me to contact the Glen Burnie store. I spoke with Jordan at the Glen Burnie store, who assured me that my refund would be issued to my card. As of today, May 28, [redacted], the refund has not appeared on my card. Could you kindly expedite the refund process? Thank you for your swift attention to this matter. Regards, D.W.

I placed an online order on 5/18/[redacted] for a Samsung cell phone, and my order number is #BBY01-[redacted]53. I received the cell phone on 5/20/[redacted], but I suspect it is defective. The phone gets extremely hot within minutes of turning it on or while charging. I have to keep it far away during charging out of fear it might explode. The website instructs me to call 1-[redacted]-BEST-BUY before returning the product, but I've been unable to reach anyone. Every time I call, I end up on hold for a long time before being disconnected. I also attempted online chat during business hours, but no one was available. It's frustrating because the return window closes soon (6/1/[redacted]).

I bought a TV from Best Buy online on May 29, [redacted]. On May 30, the website showed that the TV was ready for pick up. We drove an hour to the Ontario, California warehouse the next day based on the next day availability shown. After waiting in line for curb side pick up for an hour, we were informed that the TV had been returned. The Best Buy associate was unaware of where the TV was sent back to despite us showing the portal status on our phone. Upon contacting Best Buy customer service, a recording mentioned they were not taking additional calls due to the high volume related to COVID19. Unfortunately, we are still without the TV. It’s worth noting that Best Buy Ontario updated the availability date from May 29 to May 30.

I live in Jamaica and have purchased two laptops from you that have not been reliable. These laptops, bought in [redacted] and [redacted], both Lenovos, have not lasted long and are now causing problems during the pandemic, especially for my daughter who needs a functioning laptop for online classes. I feel like I have been deceived as I believed I was purchasing new laptops, not refurbished ones. The model numbers and issues I have faced with these laptops are as follows: Lenovo 15.6 laptop Intel Core i3 4GB memory 1TB hard drive black for US$[redacted].61 purchased in [redacted] with serial number MP1EW75V, and the Lenovo ideapad [redacted]-15AST purchased in [redacted]. I am disappointed with the quality and the inconvenience this has caused my family. I am now in a difficult situation as buying a new laptop in Jamaica is expensive, and I am upset with the entire experience.

I scheduled an appointment today at 4 pm to visit a store from 5:30-6 pm in Macedonia, OH to view appliances. I made arrangements for my husband to leave work early. Upon arrival, everyone was outside with closed signs. I am extremely frustrated as I dedicated time to set up the appointment, drove half an hour, and did not receive any notification about the closure. I contacted customer service, but the wait time was 19 minutes, and after leaving my number for a callback, I got a call from a Geek Squad associate instead of addressing the store issue. When redirected, the voice system quoted a 3-hour and 40-minute wait time without a callback option. We have been loyal Best Buy customers and intended to buy a stove and refrigerator, but this experience is a significant disappointment. The lack of communication or website updates is unacceptable, considering the current circumstances in the country.

On May 21, [redacted], I ordered an HP 2-in-1 14" touchscreen Chromebook online. An email confirmed delivery to Northridge, California, but the package wasn't at my door. After contacting UPS and discovering it was placed in a locker, I found the locker stuck and empty. The $[redacted] computer was a Mother's Day gift. I contacted customer service, but they required my daughter's verification as she used her card. I need the computer urgently for work to upgrade my technology. A DVD player I ordered faced a similar issue. Despite other deliveries being successful, both orders from your store had problems. I'm continually contacting UPS and Best Buy for resolution. The order is under my daughter's name, Selena Williams-Sullen, while I am Lynne Williams. I seek a prompt solution or refund. Thank you.

I am following up on my laptop (Geek Squad Service Order Number: 01[redacted]22). I dropped it off on May 20th, and today it still shows as “Checked In” with the message “Your repair will be assigned to an Agent soon.” It has been 15 days with no updates, and I urgently need my laptop for work. Sharing one with my wife while both of us work from home is proving extremely challenging. Despite the store being closed the past two days, the lack of communication in the prior 13 days is concerning. When I call, I face a lengthy menu and eventually, the system states no one is available and to call back later. I seek clarity on the status of my laptop. Thank you.

My account was compromised by an individual in California. They made a purchase using our account and credit card details. Although I have canceled the order, I need to report this breach. I possess the name and address of the individual who tampered with the account through the order details. The information is as follows: Tri Nguyen [redacted] Kendall Drive Apr 107D San Bernardino, CA [redacted] I would like to speak with a representative from the fraud department. Earlier today, I made a call and spent an hour being transferred between customer service representatives before being put back in the hold queue.

A few months ago, my computer stopped working, and I began using a smaller one. I recently brought my computer to Best Buy since I couldn't recall my password due to medication affecting my short-term memory. Unfortunately, they were unable to assist me without the password. I invested a significant amount in my computer and am seeking help in accessing it without the password or ID. This has become a major issue for me. - D.K.

I did not authorize automatic renewal for any products I purchased from Best Buy. I have been charged $74.19, which was approved, and $[redacted].99, which was denied this week and in May [redacted]. I have already filed a claim with my bank regarding these charges. I need assistance with canceling any products and services from Best Buy. Please contact me at [redacted]. Thank you, G.M.

On March 2, [redacted], I had an online session with Agent Luriaine Gene regarding a printer problem. After the session, I confirmed with the agent that the issue was fixed. However, the next day, the printer still wasn't working. I then contacted Geek Squad billing on March 5th and spoke with "William." He offered another appointment, but I declined, requesting a refund of $79.99 instead, which he agreed to process back to my credit card. Since returning to Illinois from Tucson, AZ, I have been repeatedly charged $79.99 weekly, only to have it refunded. I informed Chase, my credit card bank. Despite this, I received another charge today. Additionally, I am receiving numerous robo calls and emails prompting me to schedule another appointment. This situation is frustrating, and I want it to cease. Charlotte Kinnane. I prefer not to chat online, please update me via email once the issue is resolved.

I believe Best Buy is attempting to overcharge me and take money from my bank account. I have already reached out to my bank regarding this issue. Best Buy emailed me stating they were unable to process the payment, but my bank confirmed they have already received the funds. Additionally, I noticed charges for two additional computers on my account around 8:15 PM Eastern Time. I ask that you cease any unauthorized charges to my account and ensure that the items I have paid for are delivered without any damage and in proper working condition.