Best Buy Customer Service Issues

I visited the store to benefit from a promotion. I had all the required items but was refused the purchase with no explanation given. The customer service representative acknowledged the poor service and lack of transparency. I feel unheard and left with an unresolved issue. It is unlawful not to honor an advertised offer without a legitimate explanation. I require assistance.

On December 1, [redacted], I had to cancel my order for a GE dishwasher that I initially purchased on October 23, [redacted], because of a second delay in delivery. When the representative processed the refund, they only prorated the warranty cost, leaving a balance on my Best Buy credit card. Despite reaching out to the store multiple times, I have not received a satisfactory resolution. Since I never received the dishwasher, the entire cost should have been refunded to my credit card, but there is still a remaining balance of $2.66 on the closed account. I am requesting that the store correct this error and ensure that the balance is reduced to zero.

I had to cancel my purchase on December 1, [redacted], because of delays in receiving the dishwasher. The representative processing the credit card refund mistakenly left a balance. She inaccurately pro-rated the service agreement warranty. Despite contacting the store multiple times, I have not been able to get this resolved and continue to receive the runaround. It seems they are not understanding that I shouldn't be charged for something I never received. I am reaching out here hoping for your help in resolving this issue. Thank you. I kindly request the removal of the remaining $2.66 balance on the closed account.

I purchased an Apple computer in July and was informed that the Geek Squad protection plan cost approximately $[redacted].00 for 5 years. I opted for this over Apple Care. During checkout, I was asked for my credit card to pay for the first month upfront. I've been charged $45.00 monthly since then. Despite contacting Geek Squad and customer service, I have not received a resolution. Will I receive a new computer after paying for 5 years? Had I been properly informed, I would have chosen Apple Care. I want the monthly payments to cease as this was not my intention. Kindly advise on how to proceed with this matter.

I bought an Amazon Fire HD 8 10th Generation 8” Tablet and now need to return it. I started the return process online and got a return request confirmation. However, when I tried to print the prepaid return shipping label using the link provided, I encountered an error stating, “We’re sorry. We are unable to process your return online.” Please assist me in obtaining a prepaid return shipping label to return this item. Thank you!

Hello, my name is Faria Khan. I bought a laptop on November 30th, and unfortunately, the Shipt driver delivered it to an unknown location. I contacted the campus mail service where packages are received, but they had no record of it. Given the large college campus with five locations, locating the missing laptop has proven impossible. Consequently, I decided to order a replacement. I was initially informed that a replacement was in process, but it never materialized in the system. Checking later on, the order appeared as processed and awaiting carrier pickup. Despite calling today for confirmation, the delivery delay was extended to 12/22/21. An email I received mentioned an investigation but denied a refund or replacement, suggesting I involve law enforcement. To my dismay, following multiple phone calls to various departments, it appears the initial email could have been spam. I seek clarity on my order and seek compensation for the distress experienced since the day of the alleged delivery. The prolonged delay, attributed to various agents' negligence, hampers my access to the urgently needed item I paid for. Final exams further underscore the critical need for resolution. To facilitate identification, the order number is BBY01-[redacted]56, and the possibly fraudulent email had a Reference ID: [redacted]75, titled: "<< Ref:[redacted] >> Best Buy Update l Lost Order l BBY01-[redacted]56". In summary, I need updates on the replacement delivery and expect recompense for the considerable distress caused by this situation.

I have been a loyal Best Buy customer for many years. I am disappointed with the way I was treated during the Black Friday sales event and the unfulfilled promises made to me. On Black Friday, I visited the Winter Garden location in Orlando, Florida to purchase two 85" Samsung Q70A TVs. I was informed they were out of stock but assured by a salesperson that I could still get them at the sale price when they were back in stock. My information was recorded in the computer. When I returned a few days later and the TVs were available, a salesperson said I could purchase them but needed manager approval. The manager, LU, denied my request despite the information being in the system. I was left feeling disappointed and will not be spending any more money at Best Buy. I will share my experience on social media to highlight the unfair and disloyal treatment I received.

I placed an order for merchandise under order number #BBY01-[redacted]30, and it was delivered. I paid with a $[redacted].20 Best Buy gift card, the same value as the merchandise. However, my Best Buy credit card was charged instead of using the gift card. I have been attempting to resolve this issue since 10/26, calling multiple times and providing my gift card number, but no action has been taken. Today I received a letter demanding payment because the merchandise was delivered, but there was no mention of my gift card. A representative informed me that I must pay the amount and use my gift card to purchase additional items in-store, which I find unacceptable. Best Buy should not force customers to buy more to resolve a mistake. I am seeking a prompt resolution to this matter.

I have had a disappointing experience with Best Buy Germantown's customer service, as well as the delivery service provided by their contractor, Quality Kitchens. Upon visiting the store, I received numerous apologies but no resolutions to my issues. I had paid for an installation of a fridge, which turned into a frustrating ordeal. During the first delivery, I was charged an additional fee for them to haul away the old fridge. The delivery team informed me it would take 6 hours for the new fridge to cool, so I should store my food in the old one until they return with my range. When they returned, they insisted I turn off the water line, and upon my return from the basement, I found them gone, leaving my door wide open without explanation. They failed to install the new fridge or remove the old one. When questioned about the previous delivery instructions, the delivery team gave conflicting reasons, making the situation even more confusing. Despite calling both the delivery team and Best Buy, I received no assistance or follow-up, leaving me with two fridges in my kitchen, no installed waterline, and the old fridge still in place, all of which I had paid for.

On November 23rd, I purchased a new gas stove from Best Buy in preparation for Thanksgiving. Unfortunately, upon unboxing the stove, I discovered it was damaged. Best Buy scheduled a replacement for November 29th between 12:00 pm and 6:00 pm. However, no one arrived without any notification. After contacting Best Buy, I received a $[redacted] gift card for the inconvenience and a case number [redacted]-[redacted]-[redacted]. When I followed up, a representative named Jimena scheduled a new delivery for December 7th within the same time frame. The delivery team only planned to drop off the stove without installation, but they kindly helped bring it inside. Despite multiple calls to Best Buy, I have yet to receive appropriate compensation for the $[redacted] loss incurred due to the faulty stove, installation costs, and missed work time. I hope to resolve this issue with Best Buy to maintain my loyalty as a customer.

I would appreciate some feedback on the following interaction with the Geek Squad through Best Buy's chatbot. Virtual Agent: Hello, I'm Best Buy's chatbot here to assist you. Feel free to ask me any questions or select from the following options: - Store Hours - Computer Help - Order Status - My Best Buy Account You: I need help with my computer speed. Virtual Agent: As a Best Buy Totaltech member, I can connect you with an expert instantly as a benefit of your membership. Click below to chat with a live Geek Squad Agent. You: My computer is slow. Geek Squad Agent - Nandana: Hello JERRY, I'm Agent Nandana from Geek Squad. Let me review your account details first. You: OK. Where are you? You: I see a message saying the average wait time is three minutes. Is this accurate? You: This is taking too long. Geek Squad Agent - Nandana: Apologies for the delay. We aim to resolve your issue promptly. Let me transfer you to another qualified Agent who can assist with the PC Tune Up. You: Yes, please proceed. Geek Squad Agent - Nandana: I'll send a work order outlining the services. Review it and click "Accept" if you agree. Sorry for the wait. You've accepted the service offer from Agent Nandana. Geek Squad Agent - Nandana: I apologize for any inconvenience. Can you confirm if you use Windows or Mac? You: Windows. Geek Squad Agent - Nandana: Which browser do you use, Chrome or Edge? You: Edge. Geek Squad Agent - Nandana: Great. I'll send you a remote access link to assist you further. Please click the link so I can access your computer remotely. [Link provided] You: The download isn't starting. Geek Squad Agent - Nandana: Press CTRL + J and locate the downloaded file. Click on the SUPPORTLOGMEIN.EXE file and look for the Geek Squad icon at the bottom of your screen. Stay connected for the call. Thank you.

I purchased a portable charger from Best Buy on Black Friday, but it has not been delivered yet. After tracking the package and seeing that it was delayed, I waited. Today, I contacted USPS to check on my package, and a representative informed me that it is lost. I kindly request for a replacement portable charger to be sent to me, and I prefer to avoid using USPS for shipping to prevent any further issues with lost packages. Thank you.

Today, I visited Best Buy in Holmdel, NJ on December 19, [redacted], to buy a pair of Dr. Dre headphones priced at $[redacted].00 as advertised. Unfortunately, there were no headphones available at that price in the store, only at higher prices. I found it confusing that the sale was advertised to start on Sunday but the product was not in stock for the promotion. I ended up paying $[redacted] plus tax for delivery on December 21, [redacted]. I hope everything goes smoothly. I believe I should have been given a discount when the salesperson offered me a more expensive option for the headphones. However, that did not happen.

Purchase # [redacted][redacted], I bought a washer and dryer for my brother who has a disability. The delivery was missed without notice. After being told to reschedule for after the new year, I have to now pick it up myself in Lexington, KY, requiring my 70-year-old disabled brother's assistance. Attempts to speak to a manager have been unsuccessful as calls get disconnected or I am left on hold indefinitely. Frustrated, I am considering leaving negative reviews online. Additionally, I may purchase the 55-inch TV elsewhere if this issue is not resolved promptly. Assistance is needed urgently.

I would like to return (2) HP Copy/Printers. I requested to cancel the October order only two days after placing it. However, despite my attempts to clarify with your agent, I never received a clear answer. Even though I canceled, I still received two printers and was charged on my credit card immediately, as I always pay promptly. This experience has led me to be extremely dissatisfied as a customer. I will not accept any stocking fee as I firmly believe it is not justified. The agents I spoke to seemed untrained in handling such issues, as they were unable to provide a solution and instead went off on irrelevant tangents. After sharing my experience with others, it appears that many are hesitant to engage with your company due to similar problems faced when trying to return items. Consider this feedback as a loss of a customer. No response required.

I placed an online order today for a Dungeons and Dragons board game and a Magic The Gathering card set. The website mentioned that I would receive an email with my order details, but after waiting for over half an hour, I have not received it. I have already checked my spam and bulk mail folders, but nothing is there from Best Buy. I am eager to receive both items and I am even willing to pay extra for expedited shipping, but without the email, I am unable to address the issue. My name is Gavin S. and you can reach me at [redacted]. I appreciate any assistance since I am unable to locate the order number.

I purchased an Insignia washer from Best Buy in February [redacted] with order number [redacted]47. The unit cost $[redacted].99, and I did not opt for the extended warranty. I had to separately buy a drain hose for $30, although the washer booklet indicated it should have been included. Recently, the washer started leaking water. Best Buy customer service advised me to contact Insignia for repairs due to the lack of extended warranty. After contacting Insignia, I was transferred back to Best Buy. Frustrated, I had to hire a local company to fix the issue for $[redacted], which only partially resolved the leak. I am concerned about additional costs and whether it's worth repairing the faulty washer. I am disappointed with the warranty process and would appreciate if Best Buy could assist in contacting Insignia to address the faulty unit. Being on a fixed income, every dollar matters, and I hope for a resolution soon.

I recently discovered that I have been automatically charged $[redacted].00 annually for a computer service plan that I do not require. As an 80-year-old individual who is not technologically inclined, I have only utilized computer services a couple of times in my life to remove viruses. Despite this, I have incurred a total charge of $[redacted].00, including taxes. I wish to cancel this service as it is unnecessary for me and a financial burden. I initially thought of it as fraudulent when I realized the deductions from my bank account. I have not visited Best Buy and have been unsuccessful in reaching out to anyone for assistance on this matter. Your help in resolving this issue would be greatly appreciated.

I was promised a 10% discount on my first order when I opened an account with Best Buy in October [redacted]. However, after making the purchase, the sales associate explained that I would receive a card in the mail for 10% back, not off, from my first purchase. Despite being told to wait a few weeks, I never received the card. When I called the Elmira, NY store on 12/28/[redacted], I was redirected to the National call center after multiple calls. Eventually, I was informed that I had until 1/7/22 to use my rewards for the first purchase, but I was supposed to have it on my Best Buy Card, which I never received. This whole experience has been frustrating, and I feel misled. I hope Best Buy can address these issues and improve their customer service.

I contacted [redacted] and [redacted] over four days ago but have not received a response. I have been a loyal customer of Best Buy and Geek Squad since [redacted]. On 12/22/21, I had an unpleasant experience. I called to inquire about renewing my Webroot and Geek Squad support subscriptions, which I have done annually since [redacted] for $[redacted].79 each, totaling $[redacted].11 over nine years. The representative I spoke with did not handle my request properly. Despite requesting to cancel my auto-renewal in 1/27/20, it was reinstated in October without my knowledge. The representative mistakenly canceled my active Webroot subscription, leaving my computer unprotected. Despite multiple calls, I was told nothing could be done. I am requesting a refund for Geek Squad support and Webroot services for the entire year. As a dedicated customer for nine years, I expect better service.