Best Buy Customer Service Issues

I placed an order on 9/21/20 from the Best Buy website. My order number is BBY01-[redacted]98, and the tracking number is 1Z139F2Y[redacted]. It was delivered to me at 8:07 pm on 9/23/20. After getting the kids to bed, I opened the package and noticed that it did not have the clear wrapper typically found on these products. Upon further inspection, I realized that the earpods and case were missing from the box, but the papers and extra eartips were present. This is a first for me, and I cannot afford to lose $[redacted], especially since I used a 10% birthday discount on this purchase. I would prefer to have a replacement set sent to me rather than a refund if possible. If not, then I would like to be reimbursed. I plan to ship to the store for pick up in the future to avoid such issues. I hope for a prompt resolution. Thank you.

I am concerned about an error with the delivery charge for my recently ordered double oven. I initially opted for pick up but changed to free delivery after placing the order on 8/13. On 8/18, I called to make this change, but a charge of $74.71 appeared on my Discover card without my authorization during the delivery scheduling. This charge has not been credited back to my account yet. I have already paid off my Discover card, so I should not be held responsible for this charge due to an error made by Best Buy. Despite three phone calls and hours spent on the phone, the issue remains unresolved, and I am frustrated by the lack of action. I request the credit to be processed promptly. My order number is BBY01-[redacted]70, and I urge for a resolution as I have spent $[redacted].00 on this purchase without receiving the proper service.

On September 6, [redacted], we purchased a washer and dryer for delivery and installation. Unfortunately, during the delivery, the stacking kit was missing, so we declined the delivery. Additionally, the warehouse mistakenly marked three items as delivered which we did not receive. Despite contacting the warehouse and being promised a return call within 36 hours, we never received any follow-up. We are now seeking a refund for the missing items from our order number [redacted][redacted], specifically the water hoses, dryer vent, and electrical cable for the dryer.

Dear Best Buy Team, A few months ago, I purchased a remote for the Nvidia Shield from Best Buy along with a two-year warranty. Unfortunately, the remote is no longer functional despite attempting to replace the battery. I kindly request either a refund or a replacement remote that is in working condition. Due to the limited services during Covid-19, I have been unsuccessful in contacting Best Buy for several months. I am hesitant to visit the Best Buy store at Harbison Blvd in Columbia, SC, where I originally made the purchase. I would greatly appreciate your assistance in promptly resolving this matter. Thank you, Nawin C. M. [redacted] Williamstown Way, Columbia, SC [redacted] Tel: [redacted] Email: [redacted]

I have been trying to reach my local Best Buy store for over two weeks by calling, but no one is answering. I need a copy of a receipt for car speakers I purchased a year ago, as my car was in an accident. It seems I also need to verify if l purchased a service plan. Unfortunately, I can't locate my receipt. I would like to have new speakers installed in my replacement car. The recording advises making an appointment, but I need to purchase the speakers first. The website is suggested for all inquiries, but sometimes I need human assistance. I have exhausted my efforts calling, what should I do next?

I am writing to share the experience I had at Best Buy store #[redacted] in Cerritos, CA. I ordered an open box 85-inch TV online and went to pick it up on 10/3/20, only to find out it was a 75-inch TV. After a long phone wait, the manager advised me to return the TV to the store and offered two options: pick it up from the warehouse or have it shipped to me. I returned to the store the same day, and they promised a replacement TV for delivery on 10/6/20 between 12:00 pm and 6:00 pm. When I called on 10/6/20 for confirmation, I was told the order was canceled for investigation, and I needed to return to the store to speak with a manager. This situation led to inconvenience and frustration as a loyal customer. Despite attempts to resolve this issue, I have not received a refund for the replacement order purchased with gift cards. I have contacted customer service and have attached receipts for both purchases. I am now left with no choice but to return to the store in hopes of a resolution, causing more inconvenience and stress. I have initiated a case #[redacted]82 for assistance.

Regarding Order # BBYTX-[redacted]43 I purchased an open box satisfactory refrigerator from you, but upon inspection at home, I discovered significant damage to the front and top of the freezer door, including a handle that didn't fit properly. Upon opening it, I found a sticky mess, crumbs, and what seemed like seepage from a package. I had to clean it to use it since I had no other fridge. Despite contacting multiple customer service representatives, I have not received a satisfactory resolution. One agent promised a replacement but later reneged, while another accused the store manager of lying about assisting me. Despite a scheduled call that never happened, I haven't been able to reach the manager, David, and get this issue resolved. I bought the refrigerator in good faith based on your listing, but what I received was clearly used and damaged. Any help would be greatly appreciated as I have spent countless hours on the phone seeking assistance.

I was charged twice for the Web Root Protection Plan. I bought it with the Geek Squad Protection Service order on 09/11/20, which included a 1-year Web Root Service Protection Plan. Best Buy later sent me a Web Root CD for a 2-year protection plan, which I canceled because I already had the 1-year plan through Geek Squad. I am requesting an immediate refund to my account. Should I return the unopened Web Root CD to the Best Buy store?

I visited the Waynesville, N.C. store looking to purchase an unlocked Motorola Model PAGL0003US cell phone on sale for $[redacted].99. Unfortunately, the phone was not on display, and the associate initially hesitated to show it to me. When she finally brought out the phone, she insisted I pay before she would open the box for me. Unwilling to purchase without seeing the product first, I left the store. As a preferred customer at this location, I was taken aback by the treatment received. Could this be the norm for preferred customers?

My spouse and I visited Bestbuy in Winchester, VA this morning. We were disappointed as no staff offered to assist us. I approached the central console where a team member with a headset assured me that help would arrive at the computers department. After waiting for 25 minutes browsing items, we decided to leave. Although a group of employees chatted at the front, we refrained from approaching them due to the pandemic. It was clear that no one was eager to help us. Consequently, we purchased a computer from COSTCO where we received both a good deal and assistance! I kindly request that you refrain from sharing my email address with third parties. However, judging by the behavior of your staff, it seems this request may not be honored.

On September 26th, [redacted], I bought a television and a Blu-ray player. When the sales staff couldn't confirm if an HDMI cord was included, I purchased one just in case. It was for a location far away, so I wasn't sure if I needed it right away. Later on, I found out the television did come with an HDMI cord. Upon returning to Oklahoma City on Saturday, I tried to return the extra cord to Best Buy on Monday. Unfortunately, they said they couldn't take it back due to a corporate policy that allows returns within 15 days for most items, and I was on day 16. The store manager reiterated this policy and couldn't make an exception. I understand that local staff can't change corporate policies, but it's frustrating that rigid rules like this affect customers. While I like Best Buy for its prices and variety, I'll be exploring other options for my future purchases due to this experience. Customer service Pin: 0[redacted] [redacted]. I don't anticipate a solution, but I wanted to express my disappointment with this policy. P.S. In contrast, I had a smooth return experience at Lowe's in OKC with items I bought weeks earlier in Missouri. Best Buy could learn from Lowe's policies.

I bought a Greatcall Jitterbug Smart 2 at the end of August and have been facing continuous issues with it. Despite multiple attempts by GreatCall to assist, the phone has steadily declined in performance. It initially functioned for about 3 weeks before problems arose. I missed the return window by about two weeks, leaving me frustrated. Currently, the phone is unable to make calls directly from the contacts, forcing me to use Google instead. Additionally, issues with answering calls occurred due to an app blocking junk calls, which was only resolved after I removed the app. However, the latest problem is that the phone refuses to charge properly, remaining at 1%. This charging issue resurfaced after an initial fix. I am unsure of any further options available to address these ongoing problems.

I made a purchase through online sales on 10/18/[redacted], received an email confirmation with a receipt. Shortly after, Best Buy informed me via email that the order was canceled without a reason. Upon contacting the Dover, DE store where I was to pick up the order, a representative explained that Best Buy couldn't fulfill the order and agreed to issue a credit. However, the credit only covered one item, omitting $49.99 for the second item on the order. The total amount was $[redacted].98, and the credited amount was $2,[redacted].9 for the first item only. The partial credit left out the $49.99 for the second item. The order number is #[redacted][redacted]. E. R. Malmstrom

I am currently employed by the Federal Government at Robins Air Force Base in Georgia. The Government Purchase Card holder has been making Official Government purchases at your Warner Robins establishment using the Government Purchase Card payment program. However, due to new Department of Defense guidance, we must ensure that the payment processing system does not involve Huawei Technologies Corporation or ZTE Corporation technologies. Please check your credit card payment system for any association with these entities. If your system is clear, I will send you Form [redacted] for completion. In Section 2, if your system does not involve the mentioned technologies, mark “does not,” sign the form, and provide the Merchant's and Authorized Representative’s information. Kindly return the signed document at your earliest convenience. Contact me at the details below. Michael J. Jordan, 78th Operations Support Squadron, Robins Air Force Base, GA. Email: [redacted], Phone: [redacted], Cell: [redacted].

Subject: Urgent Refund Assistance Needed from Best Buy Dear Team, I hope this email finds you in good health. I am reaching out for urgent assistance regarding my order. My order number is BBY01-[redacted]51, and I am Denise G Hanney. The situation involves a refund for a Washing Machine that was never received, which was meant as a gift for my daughter. Despite numerous attempts to resolve this issue through Best Buy customer service, I have faced continual challenges. I initially spoke with Ruth on August 17, [redacted], and was promised a refund within 7-10 days. Since then, I have made several calls with little progress. Each time, I am assured that the refund is imminent, only to face more delays. The latest information provided to me was that I should visit the store in Cary, NC or contact different numbers, leading to further confusion. As someone who values customer service in my own business endeavors, I am disheartened by this prolonged and frustrating experience with Best Buy. I believe that customer care should be a priority, especially in resolving issues promptly and with respect. I sincerely hope for a swift resolution to this matter. I can be contacted at [redacted] or [redacted] if further details are required. Your immediate attention to this issue will be greatly appreciated. Thank you for your prompt assistance. Warm regards, Denise G Hanney CEO/Founder The Spa Expectations Corporation

Hello, I made a purchase earlier today with the promise of 12 months financing. When I didn't receive confirmation, I reached out to Citi Best Buy and was redirected multiple times before speaking with a Best Buy representative. Unfortunately, they couldn't provide answers, so I canceled the order. Following the cancellation, I received an email stating only part of the order was canceled and the rest was still on its way, due by Wednesday (today is Friday). After multiple attempts and being hung up on, a representative informed me the order couldn't be canceled. Despite my frustrations and several hours on the phone, the order couldn't be stopped, and now I must return it in person to a store. This experience has been incredibly disappointing, and I won't be shopping at Best Buy in the future. I plan to share my experience with other potential customers to warn them.

I placed an online order (Order Number: BBY01-[redacted]39) for 2x 14tb Western Digital easystore drives with 1-hour in-store pickup in Emeryville, CA yesterday. My credit card was charged immediately. After contacting the store and speaking with James, I was initially told the order was in stock but had not been prepared for pickup. Following up with Suriya from Best Buy Corporate Customer Service, I was informed that the store did not have the items but were supposed to collect them from another location. Ricardo from the store later mentioned uncertainty regarding the order fulfillment due to a flawed corporate system, indicating a shipment of 7 drives with unknown arrival. Despite my multiple attempts to clarify the situation, the status remains unclear. If the promised delivery date cannot be met, I believe it would be fair to have the items overnighted directly to me.

I placed an order for a refrigerator on 10/21 and was given a delivery window between 12 and 6 on 10/31. On the delivery day, I prepared for it by clearing out the kitchen and getting rid of my old fridge. However, the delivery was delayed due to the driver facing obstacles. Despite providing accurate directions, the driver insisted on going a different way causing further delays. The situation escalated when a manager accused me of providing incorrect directions. This led to the delivery being rescheduled for 11/11, which was inconvenient for me due to work hours. I expressed my frustration with customer service, only to be met with unhelpful responses and a lack of accountability from Best Buy. I am disappointed with the lack of cooperation and understanding from the company, which has left me waiting an additional two weeks for the delivery.

I phoned your Maryland Parkway store in Vegas yesterday, 11/2/20, at 10 a.m. seeking the computer department for a new Lenovo tower. I was on hold for 15 minutes from 10 a.m. to 10:15 a.m. with no answer. As a Disabled Vet with a bad leg, I had to pay my neighbor $10 for gas to take me there. Upon arrival, I approached the computer area and encountered a tall, skinny employee at the register. When I inquired about the unanswered phone, his response in front of 5 customers was, "I don't answer phones." Another customer mentioned being on hold for 10 minutes. This behavior is unacceptable; there should be better training or hiring practices to ensure employees are attentive and polite. There are many individuals looking for work who could handle such tasks appropriately.

On November 3rd, I requested remote technical support to fix a glitch affecting my printer. I explained to the initial agent that both the power light and the stop light were coming on simultaneously, preventing the printer from functioning. After granting access to my computer, the technician assessed that my computer was operating correctly. I communicated through the chat session that the printer still wasn't working and inquired about additional troubleshooting suggestions. The agent mentioned they would investigate further but abruptly ended the session without resolving the issue. I am hesitant to pay for a service that didn't address the problem despite my clear explanation.