Best Buy Customer Service Issues

I was browsing Best Buy's website looking to purchase the [redacted] Microsoft Office for Mac. Here's a transcript of my conversation with agent Brianna: Hello! I'm interested in the [redacted] Microsoft Office for Mac – specifically the Home and Student version. I found it online for $[redacted] at mychoicesoftware.com. Can I get the same price through Best Buy? Brianna responded that the Microsoft Office Home & Student [redacted] (1 Device) for Mac and Windows was available for $[redacted].99 at Best Buy. She mentioned that mychoicesoftware.com is not an authorized seller according to Best Buy's price match policy, which only matches authorized sellers like Amazon.com, Crutchfield.com, Dell.com, HP.com, and TigerDirect.com. When I shared that My Choice Software is a certified Microsoft Partner, Brianna clarified that they are not listed as an authorized seller. I expressed my concern about the price match policy when dealing with companies that are no longer in business like TigerDirect. Brianna reiterated their policy only matches with authorized sellers. I requested to speak with a manager but was informed that Best Buy doesn't price match with unauthorized sellers like My Choice Software. Despite my disappointment, Brianna apologized for not being able to assist further. I felt the need for a supervisor to address these inconsistencies in Best Buy's price match policy.

I bought an arcade cabinet from Best Buy and received a text while at work saying it would arrive by 8pm. However, the delivery didn't show up. The tracking number on the website claims it was delivered. I live with three housemates who confirmed they didn't sign for any package. Best Buy suggested waiting due to potential delays caused by the virus. After over 24 hours, my order still hasn't arrived. I've checked everywhere and none of my housemates have seen the package. I'm concerned it might have been delivered incorrectly or someone else might have signed for it. I need more information to track down the package. My Order Number is: BBY01-[redacted]03. Today is now April 2nd and my order hasn't shown up yet.

I am currently seeking assistance from Geek Squad regarding a repair for my Amana oven covered by the 5-year warranty. Unfortunately, my interactions with multiple representatives have been disheartening. Despite detailing the issue, I faced challenges with communication. When I reached out to Best Buy Customer Service via chat, I was provided with a case ID, yet subsequent agents neglected to acknowledge it. I was disappointed by their disregard for my concerns and the apparent lack of coordination. After an unhelpful conversation with a customer service representative, I was directed to a Special Forces Provider and eventually to a somewhat discourteous supervisor. I also experienced a lack of follow-up despite multiple attempts to contact them. At this point, I am extremely frustrated and believe store credit is warranted. This level of customer service is unacceptable and has been one of my worst experiences.

I bought a washing machine on 4/2/21. It was an open box deal because of some grey marks on the top of the display panel. The machine was delivered on 4/8, but it arrived severely damaged. Both sides were dented, and the top and bottom had separated by about an inch due to pressure. The delivery team documented the damage, acknowledging that it was not in this condition when I bought it. I would appreciate a replacement that is not as damaged as this one. Thank you, Kathy.

Hello everyone, I wanted to share my experience with a recent order from Best Buy. Back in November [redacted], I purchased a computer that was to be delivered to my address. However, when the package arrived via USPS, I was shocked to find a Macy's clothing store box with someone else's details on it. I promptly contacted Best Buy and they provided me with a return label to send the package back to them. I also bought another computer from them but this time I picked it up in-store myself. I have uploaded the return receipt on their website for verification purposes. Despite multiple calls and providing the full details of my situation, Best Buy has not refunded my money. They are now insisting that I file a complaint with USPS and the police to locate the missing computer. I believe that Best Buy should take responsibility for this error in their delivery operations. Thank you for listening.

Hello, I came to Best Buy with my sister Saverina Chicka, who was trying to replace the cracked back screen on my rose gold iPhone 8 Plus. However, the Best Buy representative stated the screen couldn't be fixed and she ended up purchasing a new iPhone 8 Plus for $[redacted]. Unfortunately, the new phone isn't usable as the old SIM card was not transferred. The phone displays "No SIM card" at the top left, rendering it useless. I prefer to have my old iPhone 8 Plus, with the original SIM card, returned to me rather than keeping the new one. I will be visiting Best Buy soon to sort this out. Thank you.

I have previously chosen Best Buy for my electronic needs. This will change moving forward. If your company doesn't reverse its stance on state voter laws, particularly in Georgia, I will stop supporting Best Buy. States have the right to prevent election fraud, and your company should not meddle in their affairs. I won't support any company involved in sedition, and Best Buy has overstepped by interfering in politics. Stick to business and stay out of politics, Best Buy!

I have a full contract with GEEK SQUAD that I paid for in August [redacted]. Every time I contact GEEK SQUAD, the technicians struggle to locate my contract number, causing delays. I believe my contract number, SPA00GST[redacted]2, should be readily available next to my name. It is frustrating to wait 10-15 minutes for an agent to find this information. Best Buy maintains thorough customer records, so I am perplexed as to why GEEK SQUAD cannot streamline this process. I expect better service given the size of their organization. This inefficiency is unacceptable, and I am weary of the time wasted on each call. I would appreciate an immediate call back at [redacted]. Thank you.

Subject: Urgent Help Needed with Damaged Maytag Dishwasher Purchase at Best Buy I am writing to express my extreme disappointment with the recent purchase I made at Best Buy on 2/22/21. I bought a brand new Maytag dishwasher for $[redacted], which was delivered on 2/27/21. However, upon inspection by my plumber on 3/24/21, it was evident that the dishwasher had sustained significant damage during shipping. Despite contacting Best Buy and following up with Whirlpool, I have been informed that the only solution offered is to repair the damaged unit rather than replacing it as per the stated policy on Whirlpool.com. This is not acceptable, given that I purchased a new dishwasher and not a scratch-and-dent item. I have diligently documented the damage with pictures and records of communication. I am reaching out to seek a prompt and fair resolution to this matter. As a loyal customer who has spent thousands of dollars at Best Buy, I trust that you will address this issue swiftly and provide me with a new, undamaged unit as initially paid for. Thank you for your attention to this pressing matter. Sincerely, Rich & Kathy M. [redacted]

I am seeking assistance in obtaining a copy of the receipt for my purchase of a TCL Roku TV. I require this receipt via email for printing and to present it to TCL for a replacement. Alternatively, I am considering requesting Best Buy to contact TCL on my behalf to help find a suitable solution. I may have made the purchase at the Best Buy store in Burlington, MA or Framingham, MA. However, I believe it was an online purchase but could have been done over the phone with the store as a last resort. In July or August of [redacted], I bought a TCL Roku TV with SKU # 32S325. The TV was shipped to my address at 10 Powdermill Circle, Apt. D, Maynard, MA [redacted]. The usual price was $[redacted].99, but I think I purchased it at a sale price of $[redacted]. Unfortunately, the TV recently stopped working without any power or picture. Despite my usual practice of keeping receipts with manuals, I misplaced this one during a recent move. I did not create a Best Buy account and instead checked out as a guest. I used a debit card that has since been replaced due to hacking so I don't have the original card or number. My interactions with TCL have been challenging, although they did acknowledge the warranty on the TV and sent a shipping label for repair. However, the refurbished TV they sent arrived damaged, with a cracked screen and box creases. TCL now requires the original purchase receipt for a new replacement TV. Without it, I am left with no choice but to purchase a new TV or go without one. If the receipt cannot be located, I am interested to know if Best Buy could intervene on my behalf given the circumstances of my situation.

On Sunday, April 25, [redacted], I purchased a new car receiver at Best Buy located at [redacted] Promenade Pkwy in Diberville, MS, for my wife's birthday. I also scheduled an installation for Wednesday, April 28, [redacted], at 3:30 p.m. at the Best Buy on [redacted] Hwy 49 in Gulfport, MS, which provides auto installations, and I received a confirmation printout for the appointment. However, when my wife arrived for the appointment, she was informed that there was no record of the installation appointment. I visited the Gulfport store and was once again told that there was no appointment available until Wednesday, May 5, [redacted]. I explained that the delay was not acceptable as we had a confirmed appointment. Subsequently, I returned to the Diberville store with the unopened items and received a full refund. The lack of customer service in promptly resolving the issue and restoring my respect for the company was highly unprofessional. The failure of both stores to address the problem has led me to decide to discontinue patronizing Best Buy. I intend to caution my friends, family, and others about conducting business with this company.

Yesterday, a delivery man arrived at 1 pm and had difficulty seeing that the washing machine was to be placed upstairs. Despite my observation that they seemed to handle it roughly, they proceeded to remove the appliance from the box and handle it poorly, eventually stating that it was damaged. Upon visiting Best Buy and sharing my experience with Appliance Manager Anna Rosa, she reacted negatively, expressing that sometimes appliances arrive faulty. This encounter left me feeling upset and unvalued as a customer. As a result, I have chosen to shop at another Best Buy location due to the unwelcoming treatment I received. It is disheartening to be met with hostility during a customer service interaction. Sincerely, Y.N.

I ordered 4 computers online for $[redacted] each, but my order was canceled despite authorizing the payment with my bank. The price now shows $[redacted] online. After contacting Best Buy's customer service, I received conflicting information from 11 different representatives over a 3-hour call. They mentioned I could purchase the computers at various prices like $[redacted] each, 4 for approximately $[redacted], or one a day for $[redacted]. I tried to speak with a supervisor, but I was redirected to someone I had already spoken to. In the end, I was informed that I could only buy the computers for $[redacted] each. I expressed my frustration, hoping for compensation for the poor customer service. I am now waiting for a supervisor to call back. The experience was disappointing, and it seems like Best Buy lacks concern for its customers.

For the past 4 to 5 years, I have been unsuccessful in getting my email removed from someone else's account. Even though I thought the issue had been resolved, I recently received another email with excessive information. Despite contacting support and speaking with four individuals, the last representative promised to have the customer contact me, which never occurred. After doing some research, I found the person's phone number and reached out to them. We were both surprised by the situation and, together with our spouses, we identified the problem. His wife called and rectified the issue this morning. It is concerning that the store and help phone numbers were not able to address this promptly years ago. This incident raises concerns about identity theft, poor customer service, and a lack of concern. It's alarming that I received personal information that did not belong to me. I recommend that this company promptly resolves such issues when informed about them, to prevent future complications and potential nightmares for others.

I returned my item on May 5, [redacted], but I have yet to receive the refund. After contacting Best Buy on May 19, I was informed that the package got lost on its way back to them, and a credit was issued. I was assured an email within 24 hours with details of the credit, but it never arrived. Followed up on May 27 and was informed my initial Reference ID (ref # [redacted]09) no longer existed. After a frustrating 1.5-hour phone call, a new Reference ID ([redacted]-[redacted]-[redacted]) was given, and the issue was escalated for a refund. Despite being told the same thing a week prior and receiving an email promising a refund, the situation remains unresolved. I simply seek a prompt resolution of this matter. Additionally, I urge Best Buy to improve their shipping methods by using proper packing materials to prevent such issues in the future.

Dear Sir/Madam, I am writing on behalf of an employee at one of your BestBuy stores in Sioux Falls, South Dakota. This employee has sustained an injury while working and has been forced to continue working despite doctor's restrictions. He was sent back to work with a sling and strict limitations, which have not been followed. The employee received medical care covered by BestBuy, but the situation is worsening as he is being pushed beyond his physical limits. This treatment is unacceptable, and if the company does not address this issue promptly, legal action may be taken. I urge you to consider the well-being of your employee and remediate this situation promptly. Regards, Shantell Erickson

I recently purchased an Alienware M17 R4 laptop from Best Buy. The order number is BBY01-[redacted]91. The item, valued at over $[redacted], required an adult signature for delivery. However, upon checking the tracking number 1ZF3E[redacted][redacted], it indicated that the package was delivered without my knowledge or signature. Despite filing a claim with UPS, I am disappointed that the package may have been stolen. Residing in an apartment complex, I believe a high-value item like this should have been handed directly to me instead of being left unattended. I have reached out to my neighbors and the front office but have not had any success in locating the missing package. I intend to also file a claim with Best Buy to escalate the issue and seek a resolution promptly.

This morning, we bought a small projector for $[redacted] and an adapter. When we got home, we realized we didn't need it as we had an extra TV. I returned the unopened projector and was told about an $18 restocking fee, which I found unexpected. The manager, Brian Pursley, mentioned my wife signing something acknowledging the fee. Given our long history as loyal customers at Best Buy for over 15 years, this fee seems excessive given our past purchases. I offered to restock the item myself but was still denied a full refund. Unless the $18 fee is refunded promptly, we may reconsider future purchases at Best Buy. Thank you.

I bought a Samsung refrigerator on 5/8/21 with an ice maker. Despite informing the salesperson that I didn't have a water line connection, they convinced me to purchase it, promising a refund if no connection was available. When the refrigerator was delivered on 5/11/21, the water line was returned, but I have not received the credit yet. I am eager to have this issue resolved promptly. Thank you for your help.

I ordered a $[redacted] Google Play card, a $50 Google Play card, and a $[redacted] Apple iTunes card online for digital delivery. Despite $[redacted] being withdrawn from my bank account in two transactions of $[redacted] and $[redacted], I have not received the cards at my email address. The order number is BBY01-[redacted]96. Despite speaking to customer service, I am still waiting for the cards which are urgently needed. I request an immediate refund of $[redacted] as I have filed a dispute with my bank for the two charges.