Best Buy Customer Service Issues

I purchased an Acer Chromebook CB5132TC7R in December [redacted] with a Geek Squad premium protection plan. I was assured at the time of purchase that it was a lifetime plan, and after two years of payment, I could enjoy lifetime benefits. Despite not using the benefits in the last two years due to the Chromebook working well, when I contacted Geek Squad as my payment renewal approached, I was informed that the plan was not lifetime as initially stated, and no refund would be provided. This was disappointing and the customer service experience was subpar. I had intended to purchase new products with my family in December, but this experience has made me reconsider. As a student, I feel the money I paid for the plan was unjustified. If possible, I would appreciate an explanation for this discrepancy and a potential refund.

We purchased a dishwasher in July using our Best Buy credit card. The delivery was initially set for August but got postponed multiple times, first to September, then October, November, and now rescheduled yet again to December. Despite this, they continued to charge us monthly. It seems Best Buy no longer prioritizes customer service or timely delivery. We were misled about product availability and, when the dishwasher finally arrived in November, they failed to honor their promise to install it. A scheduled appointment for installation was not carried out because we were not put on the installer's calendar. This experience has left us extremely frustrated, and we have decided not to purchase appliances from Best Buy in the future, as their reliability seems to have declined.

I bought a Boss BV9364B car stereo from Best Buy and had it installed there. However, after a year, the radio stopped working completely. Each time I took it in, they simply unplugged and plugged it back in to reset it, claiming the Boss radios are problematic. I'm frustrated with the constant issues and disappointed that Best Buy still sells these products despite their poor quality. I don't want to keep returning every few weeks for the same problem. How can this be fixed?

I had a disappointing experience at Best Buy recently. I visited the store on November 6th, [redacted], at Birdcage, reminiscing about how it used to be my favorite since Circuit City closed. Due to the events of the past year, I hadn't shopped there in a while. To my dismay, my Best Buy card was declined at the checkout without prior notice of its closure for inactivity. Feeling embarrassed, I used another card to complete my purchase. After calling customer service, I discovered my account was closed without any warning. I felt angry and decided to return the TV and cease shopping at Best Buy, a decision I will share with my friends. I hope Best Buy doesn't follow the fate of Circuit City and Good Guys. I used to value Best Buy for its selection, service, and value, but now it seems to lack in service and rely solely on selection and value, which I can find elsewhere. Sincerely, T.D.

Dear Best Buy, I am questioning why I was sent a $10 Veterans Day promotion at 11:19 PM on November 11, only to have it expire in 41 minutes! Unfortunately, I was already asleep at that time. Can you please resend it to me? Thank you, Len

I bought a Samsung stackable washer and dryer from your Waterford store. I got hoses for the washer, a vent kit for the dryer, old appliance removal, and a stacking kit. On the delivery day, 11/11/20, the team didn't have the stacking kit. I refused delivery and asked for a reschedule. The next day, 11/12/20, I hadn't heard anything, so I called. After some back and forth, they scheduled delivery for 11/17, claiming we hadn't bought the stacking kit. I took my receipt in to show that I had. After speaking to an assistant manager, Tim, they apologized for the mix-up but offered no compensation for my time and trouble. I appreciate the help from Mary Blyden and Tim, but the appliance department manager's attitude was unhelpful and rude. An earlier delivery or compensation for my inconveniences would be appreciated.

I visited the Best Buy in Grand Junction, Colorado, on Thursday, 11/12/[redacted], around 6:30 p.m. I intended to purchase a Samsung 4K UHD Smart TV along with a sound bar. Upon arrival, I informed the greeter of my needs, who directed me to the TV section promising assistance. After waiting for about 15 minutes without any help, I asked a sales representative to find someone for me. Another 10 minutes passed with no assistance, so I decided to leave. While exiting, I informed the staff at the door about the situation, but all I received was a comment stating they were short-staffed, with no apology or effort to assist me further. I am disappointed in the customer service and lack of concern by Best Buy employees. I will now be purchasing the TV and sound bar from Amazon or Sam's Club.

Last year, we purchased appliances from Best Buy, which we were satisfied with. However, our recent experience with buying an LG dishwasher has been disappointing. Initially set for delivery on Nov. 11, it was rescheduled to Dec. 2 with a $[redacted] gift card offered for the delay. No reason was provided for the change, and we received a new delivery date of Dec. 9 with the old dishwasher removal scheduled for Dec. 10. The process was frustrating as contacting the store in Vacaville led to a more than an hour long hold. Eventually, calling the [redacted] number connected me with a representative who arranged the new delivery date. The issue remains why the removal couldn't be done on the same day. The confusion and inefficiency in this process are concerning, and I hope for a smoother resolution as well as the promised gift card.

I bought an iPhone X from Best Buy in June [redacted] and purchased Apple Care with free screen repairs for 3 years. I'm having trouble scheduling a repair appointment, with no availability until after Thanksgiving. I'm considering trading in the phone, but the cracked screen lowers its value. Since I have Apple Care for the screen repair, can I trade it in for the full value after it's fixed? I would appreciate any guidance on this. Thank you.

I am currently having my computer repaired under the Total Tech protection plan, with service order 00[redacted]15. It appears the system was shipped on 11/2/20 but has not arrived at the Las Vegas store. I suspect there may be a delay as it shouldn't take so long to travel from Los Angeles to Las Vegas. As a person with disabilities, traveling to the store is challenging for me. I have attempted to resolve this through various self-service methods without success. Despite long hours on hold via phone, no resolution was reached. The online Geek Squad was unable to offer further assistance or transfer me to a supervisor. My inquiries on Best Buy Forums and social media platforms have also gone unanswered. I am trying to handle this matter professionally and politely, although my frustration is building. Thank you for your help in resolving this issue promptly.

Yesterday, I made a mistake that I regret. I came across an item on Facebook Marketplace and was told to pay using Best Buy gift cards through eBay motors. I visited Best Buy on Pikes Peak in Parker and purchased $[redacted] in gift cards. Despite knowing it's a red flag to pay with gift cards online, TJ at the store checked in with me multiple times to ensure I wasn't being coerced. After recounting the story to him, he sensed something wrong and requested to see the email. TJ then went above and beyond, amidst a busy store, to reverse the charges for the gift cards once he confirmed it was a scam. I am grateful to TJ and the managers who assisted promptly. His vigilance saved me from a costly error. TJ truly is my hero, and I am humbled by his help in preventing an $[redacted] loss. Thank you, TJ.

Hello, my name is Raynard J. I recently purchased a TV from Bestbuy. Initially, they confirmed the delivery for Thursday, and I received reminders via email, which was fine. I sold my old TV in anticipation of the new one. Nevertheless, I received a call saying the delivery needed to be rescheduled due to a truck breakdown. I agreed to wait until Saturday. However, the warehouse supervisor allegedly rescheduled everyone on the route, which turned out to be untrue. Now, I'm being prompted to reschedule for a date six days away, leaving me dissatisfied. I am seeking a refund promptly. This experience has soured me on ordering from Bestbuy online in the future due to ongoing issues with their customer service.

I recently bought a MacBook Laptop from Best Buy. I also purchased a 3-year protection plan called AppleCare for $[redacted].85 to cover any necessary repairs or replacements. After a few days, I decided to return the MacBook to Best Buy and received a $1,[redacted] refund for it. However, I have not been refunded the $[redacted].85 for AppleCare and have not received any instructions on how to get it back. I returned the MacBook in mint condition within the return period, so I believe I am entitled to a refund for the AppleCare as well. I have tried calling them without success, so I am reaching out to GetHuman for assistance.

I placed an order for a laptop today, 11/21/[redacted], with same-day delivery. However, I received an email stating that there was an issue with my order and it couldn't be delivered today. When I tried to view the order status, the message was confusing. It mentioned the item was not available to ship today and suggested picking it up at a store or receiving it by November 26th. I'm unsure if the laptop will be shipped and when it will arrive. They have charged me for it, and the money has been taken from my account. The item is still available for next-day delivery. I want to keep the order, receive clear information on the shipping date, get a refund for the same-day shipping charge, and potentially switch to a similar laptop with rushed shipping if needed.

On October 27th, I placed an order for a Whirlpool Dishwasher model WDF330PAHW, with Order Number [redacted][redacted], scheduled for delivery on November 21st. Additional installation items were also purchased. Plans were made accordingly, including kitchen flooring work scheduled for two weeks after delivery. In the evening of the 20th, I received delivery confirmation. However, on the 21st, there was no delivery, and the Geek Squad informed me that the appliance was not available. Best Buy emailed, proposing a new mid-December delivery date, causing conflicts with the other flooring company. I am seeking options for expedited delivery or a possible brand switch. Requirements are a white enamel under-the-counter dishwasher. Local store inquiries have been unproductive due to extended wait times.

I, Deborah Wisdom from Poplar Bluff, MO, recently bought a 75-inch TV and soundbar at Best Buy in Cape Girardeau, MO. I opted for Geek Squad delivery and installation, scheduled for Nov. 24th. Despite waiting for 7 hours, they never showed up. After enduring lengthy hold times, I was told nothing concrete about the delay. Frustrated, I requested a refund, which they agreed to process upon return of the product. I received no apology for the inconvenience caused. Is it acceptable to treat customers with such indifference? This has been a disappointing experience with poor customer service.

Hello, I purchased an Apple Watch Series 3 on 10/07/20 but only opened it today on 12/1/[redacted]. Unfortunately, I am very unsatisfied with the watch and would like to either return or exchange it. There is nothing wrong with the watch; it just doesn't meet my expectations for an Apple watch, and I am not happy with it. The screen is too small for my liking, and overall, I am not a fan of it. The bottom of my receipt indicates a 14-day return policy, even though I bought the item almost two months ago. Is there any possibility of returning or exchanging it given the circumstances?

I regret to inform you that due to a recent unpleasant experience at your Tulsa Store located at [redacted] E 71st Street, I have decided to take my business elsewhere. Upon visiting the store to process my tax exemption, I encountered difficulties with an employee who seemed unfamiliar with the procedure. After requesting assistance from what I assumed was an assistant manager, I was met with rudeness and refusal to help me due to the tax exemption being from another state's store. The assistant manager’s unprofessional behavior culminated in throwing down a scanner and dismissing me. Eventually, a different manager resolved the issue, but the initial encounter was unacceptable. I believe this behaviour reflects poorly on your company and will no longer be patronizing your stores. Such conduct should not be tolerated, as it may lead to the loss of valued customers.

I bought a remote car starter in October [redacted] with installation. I had an appointment scheduled for December 6, [redacted]. Today, I received a voicemail saying they can't do the installation on that day and asked me to reschedule. I tried calling several times, but the line kept disconnecting due to high call volume. Finally, I reached someone in Geek Squad for assistance. Unfortunately, the person instructed me to schedule online and abruptly ended the call. This level of customer service is disappointing. I am now unsure how to proceed with rescheduling my appointment.

I made a purchase 5 days ago after being assured there was 1 item in stock for same-day pickup. However, the item was actually out of stock. Subsequently, I consented to have it shipped to me. The website now indicates the item has been out for delivery since yesterday, but I should receive tracking information when it ships, which I have not received yet. I am concerned about the shipping status as I urgently needed the item initially and was promised same-day pickup. Despite the website displaying that it will be delivered today, I suspect it has not even been dispatched yet. In hindsight, I regret not ordering the item from Amazon for a more reliable service.