Best Buy Customer Service Issues

Hello, I am reaching out to address an issue I encountered after purchasing a Roku Streambar from your store on December 23. I bought it as a gift for my son in Ecuador. Upon returning from a trip, I attempted to install it following the steps provided but am facing difficulties. It seems that the installation is incomplete due to a lack of signal or compatibility issues with the TV, despite the TV meeting all necessary requirements. I specifically inquired about compatibility when purchasing the product, and was assured it would work in any country. I am seeking assistance to determine if we are incorrectly installing the device or if there is a malfunction with the Roku. Any solutions or guidance, including access to technical support, would be greatly appreciated. Thank you for your attention to this matter.

I have been waiting for over 43 minutes on the chat. I paid for a Geek Squad appointment this Saturday, January 9. I was informed I would be contacted two or three days before to schedule the window. Today, I received a text, but the link to set up the window did not work. The chat agent was unable to find my order and offered January 26 instead. I am frustrated. I have all my order details and a chat transcript. Can someone confirm the time my order will arrive this Saturday, January 9?

I bought a stove on 12/29/20 with a delivery date of 1/5/20. After rescheduling twice and spending about 40 minutes on hold each time, the stove has still not been delivered. Today, I called a different number provided by the customer service agent, but after waiting a long time, the representative couldn't provide any information. I had to hang up as I was at work and didn't have 40 minutes to spare. The issue seems to be with the store processing the order even though it's been paid in full. I purchased the stove for my 77-year-old mom to replace her old one, and the delay is causing inconvenience. Still no stove and no clarity on the situation.

I was assured a price match, but after being misled and disconnected when requesting to speak with a supervisor, the delivery of my item has been repeatedly delayed by FedEx. Despite my item being only 45 minutes away, I'm unable to pick it up due to restrictions on your end. This situation has caused my delivery to be postponed until Monday, resulting in a total of 5 days past the initial delivery date.

Hello, My name's Kyle San Nicolas. On November 30th, [redacted], I bought a HyperX QuadCast microphone and a Tzumi - On Air Flex Stand mic stand. The scheduled delivery date was 1/6/[redacted], but I have yet to receive the package. While I understand the holiday rush, I haven't received any updates on the package's whereabouts. Therefore, I'm reaching out to Best Buy for two reasons: 1) to locate my package and 2) to inquire about the estimated next delivery date for better tracking. Thanks, Kyle San Nicolas

Regarding my recent purchase at Best Buy #[redacted] in Carbondale, IL, I bought a new television on January 5, [redacted], with a scheduled delivery for Saturday, 1/9 between 7 a.m. and 1 p.m. Unfortunately, I received a call on Friday informing me of a new delivery window between 2-4 p.m. No delivery or contact by 7 p.m. when I called the provided number from Friday's call. The delivery team claimed an attempted delivery, but no one was home, even though I was there all day. They mentioned they would redeliver on Monday, yet no delivery or communication was made by noon. After contacting the store, they said they would investigate but failed to follow up. As a result, I am left uncertain if I will receive my $[redacted] TV. The lack of timely delivery and communication has led me to request a refund due to the unsatisfactory service and lack of support from the closing store.

I recently purchased a new Samsung 75" QLED 4K HDR UHD TV and later realized on the invoice that it was labeled as a "Floor" model. The salesman mentioned an incorrect delivery story, leading me to believe it was quickly fixed and delivered to me. However, upon seeing a name on the TV, I questioned if it was used by someone else, receiving assurance that it was not. Several months later, a Geek Squad representative visited for repairs, and I asked if the factory typically labels TVs with names for demonstrations, to which he said no. This solidified my belief that I was misled into buying a floor model. I've been trying to resolve this with the Best Buy General Manager for weeks, who initially promised me a newer model in exchange, but now there's been no follow-up communication. Despite emailing the General Manager and District Manager multiple times, I have not received any responses. Where should I escalate this issue?

Dear Best Buy Customer Service Agent, I had an appointment on Jan 12th at the Southaven, MS store to replace the battery on my iPhone 6. The Geek Squad Agent asked for my Apple ID and tried to set up the phone, even though I had reset it as Apple's guidelines suggest. I was told to make a new appointment in 6 days. I feel frustrated about the lost time and the process. I would appreciate a faster solution given the situation. Thanks. Sincerely, D. M.

I obtained a new BestBuy credit card in March to buy household items and paid $[redacted].59 on my March statement. After GeekSquad did not require some of the purchased items, we returned them, resulting in a $[redacted].19 credit on our May statement. BestBuy informed us we could get a check or use the card, deducting the amount owed. We chose to continue using the card for $[redacted].42 in purchases. We later received a check we didn't cash since we utilized the credit on the card. Despite BestBuy owing us $24.77, our account is in collections due to this. We require a swift resolution and removal of any late fees. Efforts to resolve this with customer service have not been successful.

I received an email from Geek Squad regarding renewing a protection and maintenance plan. Upon calling the provided number, I realized it was fake. The individual I spoke to, claiming to be Martin Smith at [redacted], attempted to credit my account to cancel the plan. Despite my suspicions of a scam, the timing of the supposed renewal coincided with my computer purchase from Best Buy last year, leaving me uncertain. I wanted to bring this to your attention as a resident of Mpls familiar with Best Buy and Geek Squad. I can forward the email if needed, although I understand the prevalence of such scams.

I visited the Best Buy store in Williamsburg, VA on January 14th to address a slow operation and BIOS error on my Dell laptop. The service order was #01[redacted]63, handled by Alex H. During a follow-up call on January 16th, another agent suggested I needed a new hard drive to fix the issues, which I agreed to. When picking up the laptop on January 17th, despite being assured it was fixed, the BIOS error persisted. The agent, Trey, mentioned they couldn't resolve it in-store. If Best Buy can't fix the issue: 1.) Why wasn't this disclosed when I checked it in with Alex H.? 2.) Why wasn't I informed when agreeing to the hard drive replacement? After speaking to a manager named Ryan, who refused to assist without payment, I'm dissatisfied. I expect a prompt resolution, as I'm unwilling to pay unless the laptop is correctly repaired.

I bought Windows 10 on 1/12/20, but it couldn't install on my laptop. After returning it to the store, I was informed I couldn't get a refund without verification from Microsoft that the license was unused. Microsoft claimed they couldn't provide such verification and stated that the refund should come from the store. I paid $[redacted].00 for the product but ended up purchasing another computer from the same store. It seems unnecessary to involve lawyers when all I'm asking for is my refund. As a credit card customer, I'm disappointed with this situation. Thank you. - Lynwood E. Gillis

I am experiencing issues with a store pick-up order I placed at Best Buy in Gainesville, FL on 11/22/[redacted]. Despite my attempts to cancel the order the next day, it was marked as picked up without my knowledge. Best Buy instructed me to deal with the store directly, but the store has not been helpful in resolving the situation. I have contacted Best Buy multiple times, and they assured me a refund was processing, but my bank has no record of it. I am frustrated by the lack of resolution and just want my money back for the item I never received. The store's system should be more secure, as it seems my order was given to someone else without proper verification. I have followed Best Buy's advice to involve the police, but they also directed me back to Best Buy. This situation has been ongoing for two months, and I am not the only one facing these issues. It is important that Best Buy addresses these errors promptly.

I recently purchased a washer and dryer from your company and had it installed by your technicians. However, upon using the dryer, I noticed it was not functioning properly and was overheating without proper air circulation, showing an error code D95 which can be a fire hazard. Despite contacting Best Buy customer service and speaking with Supervisor Ashley Lombardi, they were unable to send help immediately. The earliest appointment available is on Wednesday, which means I will have to take a day off work incurring a cost. I had to hire a handyman to make adjustments twice as well. This situation has not only inconvenienced me but also put me at risk. I am considering legal action due to the lack of responsibility and urgency from your company. I have evidence of the error code and would appreciate a prompt response to resolve this issue without further inconvenience.

On January 24th, [redacted], I was browsing on Facebook Marketplace for a place to live when I came across a Nissan Altima [redacted] listed for a thousand dollars by a seller named Nissan Altima. The seller claimed to be associated with eBay Motors, and I contacted a person named Sandra Wilson. Last night, I went to CVS in Kokomo, Indiana, and purchased two Best Buy gift cards, each worth $[redacted]. I provided the numbers on the cards to a phone number. However, I woke up to an email saying the car was on hold, and I was asked to send an additional $[redacted] for shipping and insurance. I tried to explain that another party had already paid this amount, but the person on the line hung up on me. I received email notifications but felt disheartened. I reached out via email to Sandra Wilson to explain the situation, but she has not responded. I am seeking assistance in pursuing legal actions against the individuals involved, who are reportedly in the California San Bernardino area.

I recently bought a Dell Inspiron [redacted] from Best Buy in Annapolis, Maryland. This laptop was quite expensive. I got it hoping it would be reliable for online classes and zoom meetings. Unfortunately, the audio keeps cutting out during classes, making learning and communication difficult. It doesn't pick up sounds well. I took it to Geek Squad two weeks ago, and they claimed to have fixed it, but the issue persists. I am deeply disappointed with this laptop, Geek Squad's service, and Best Buy's lack of support. It's challenging to contact Geek Squad or Best Buy by phone. In the future, I will think twice about purchasing from Best Buy.

I received an email indicating that part of my appliance suite order was picked up without my knowledge. Despite numerous calls to customer service resulting in being put on hold or disconnected, my issue remains unresolved. I was informed that I must contact the store for a resolution, but my attempts have been unsuccessful due to unanswered calls and lengthy hold times. As the store is two hours away, visiting in person is not feasible. This ongoing situation regarding a $2,[redacted].00 purchase, specifically a microwave, has left me dissatisfied with the poor customer service provided by Best Buy.

I was refunded via check, but I originally paid in cash. I now have to incur charges to cash the check since I do not have a bank account. Additionally, I am losing money due to a refund by check for my Geek Squad membership. I had a subcontractor who failed to install three out of four items, causing me further inconvenience. I had to return two products and also incurred installation costs. I believe that I should be compensated for the TV installation, as the subcontractor spent three hours with no success. If this is not addressed, I will have to file a complaint with the Better Business Bureau.

During a recent visit to Best Buy, I requested to have a key put on my keyboard. The staff declined, mentioning they could not charge for such a simple task that takes less than five minutes. However, I overheard a concerning conversation where an employee informed an elderly woman she had to pay $[redacted] upfront to have her laptop checked for a virus. When she expressed she couldn't afford it, she was told they couldn't assist without the payment. The inflexibility and focus on money over customer care left me disheartened. Such a stark contrast in treatment makes me hesitant to recommend their services. It's disheartening to see customers not being prioritized over financial gain in situations like these.

We bought a SONY 55" 4K HDR ULTRA HD TV on 11/22/20. Unfortunately, there were significant delays caused by the Geek Partners in delivering the TV and receiving an invoice from Magnolia Audio Video (MDC #[redacted] / BBY #[redacted]). The TV was finally delivered on 12/20/20. The Magnolia Design Center Manager, Dejan "DANIMAL" Stojakovic, offered us a $[redacted].00 credit to our Best Buy account for the inconvenience. However, as of two days ago, the credit still hasn't shown up on our bill. I reached out to Dan directly to check on the status of the credit, and he requested our email address to send a copy of the credit invoice. Despite this, we haven't received any response. As Senior Citizens, and with my husband being a disabled Veteran, we have made numerous efforts to stay updated on the process and feel frustrated by the lack of communication and follow-through.