Best Buy Customer Service Issues

I purchased 4 gift cards totaling $[redacted] from a local grocery store, but they are all showing as invalid. I provided proof of purchase, spoke with various store employees in person and over the phone, and was promised a follow-up by September 14th. As of September 18th, I still have not received any updates. My intention was to buy a laptop before the Labour Day Sale ended, but the cards are not working. I am at a loss on how to proceed and hope to get this resolved soon. I am willing to provide the card numbers if needed. Thank you for your assistance. Regards, Jesse

I recently purchased an HP laptop on the 16th and I'm currently in training at Fort Jackson, SC. I utilized the designated process for receiving items on post, but unfortunately, the laptop is being returned because it apparently cannot be delivered on post. I am puzzled as to why a unit address is offered if packages cannot be delivered successfully. This situation is disrupting my training, and I urgently require the laptop. Delivery to our location is feasible, as we have established procedures for it. Kindly ensure the laptop is sent to [redacted] Sumter Avenue, Fort Jackson, Columbia, South Carolina [redacted], addressed to C co. 369th AG BN at Fort Jackson before it is sent back to the sender. I rely on this laptop for my training and it was a substantial investment. I would appreciate an update on the status of the delivery. Thank you for your attention to this matter.

We purchased a refrigerator for over $[redacted] and have experienced four unsuccessful delivery attempts, resulting in wasted time and over $[redacted] in extra expenses. We still have not received our refrigerator, any reimbursement, or any communication since the last failed attempt. We expect the following actions from Best Buy: - Ensure successful delivery of the refrigerator at our specified time - Arrange the removal of the current refrigerator, which was also fully paid for - Provide compensation for our lost time and additional costs Our proposed resolution: - Deliver the refrigerator promptly as scheduled - Remove the existing refrigerator from our premises - Offer compensation in the form of $[redacted] Best Buy store credit (exact amount can be verified) We await a response within 24 hours.

I am extremely dissatisfied with the response I have received from B-Buy, G-Squad, Insigna, and their helplines regarding my Insigna chest freezer issue. Upon returning from vacation, I found $[redacted] worth of food spoiled in the freezer. Despite my other refrigerator/freezers operating fine on the same GFI breaker circuit, the Insigna freezer tripped the breaker and was off until I reset it. This inconsistency has caused me significant inconvenience, financial loss, and property damage. I have taken all necessary precautions, including surge protectors and a generator backup, yet this freezer remains unreliable. I am not seeking a warranty claim but rather asking for a refund due to the product's unreliability. I respectfully urge you to uphold ethical customer service standards and address this issue promptly as your competitors would. Thank you. -Michael N.

On 9/8/19, I ordered a refrigerator and a double oven. Unfortunately, there was an issue with the model number on the invoice. Despite requesting delivery issue communications to go to my wife's cell phone, they contacted her office instead of her personal number. I have called five times to correct this without any success. I was informed that the only way to fix this is by changing the phone number linked to the rewards card, which seems impractical. The delivery that was supposed to be on the 19th arrived on the 20th, and it is also the wrong color. I have had a frustrating experience and no one has apologized. I am requesting Best Buy to waive the appliance haul-away charges ($19.99) and the installation fee ($[redacted].99) to compensate for the time off work and the inconveniences we have faced.

We placed a $[redacted] down payment in February for a Washer, Dryer, and Refrigerator to lock in the price. After being told to pay in full over the phone in May due to item availability, we accepted. Come August, we only received a used washer that leaked, causing damage to our new Floors. Several failed repair attempts and delays led to a manager giving us unreasonable options: return everything or pay extra for a matching dryer. Despite being promised a washer delivery on September 5th, it was still back-ordered. After returning the items, we are now struggling to get our $[redacted] refund. Best Buy insists on returning the money to a BB credit card or gift card, even though we paid partly with a debit card. Customer service has been unhelpful, and the frustrating process is ongoing.

On March 3rd, I bought a Kenwood DDX775BH car stereo from the Johnstown Pennsylvania location. I specifically wanted a radio with Android Auto for map streaming. The staff member recommended this model for using Waze, which worked well initially but has now stopped working. After trying to resolve the issue at different Best Buy locations without success due to not having Geek Squad protection, I sought advice online. I discovered that this model would no longer support Waze after March 31st, a fact that was not communicated to me during the purchase. Had I known, I would have chosen a different model. Now, I am disappointed to have spent $[redacted] on a stereo that no longer meets my needs as expected.

Today, I drove for 40 minutes to the Warwick, RI Best Buy with the intention of purchasing high-end Sony or Bose wireless noise cancelling headphones equipped with Alexa or Google Assistant in the $[redacted] to $[redacted] price range. Upon arrival, I encountered approximately 10 associates gathered in the center of the store. Despite waiting for 20 minutes seeking assistance, the staff seemed preoccupied. Once someone finally attended to me, I was shown the Sony model I was considering. Unfortunately, when I began asking detailed questions, I was informed that they were all occupied with the launch of the iPhone 11 and couldn't assist me further. Feeling dissatisfied, I expressed my frustration to the person near the door as I left the store, deciding not to make a purchase and vowing not to return to Best Buy. Disappointing customer service experience.

I would like to express my gratitude for the exceptional customer service provided by Fran on Sat Sep 21. Despite my lack of technical knowledge, Fran patiently guided me through a complex issue with expertise and compassion. Her assistance was invaluable, and her professionalism shone through without a hint of impatience. Words cannot fully convey my appreciation for the outstanding way she resolved my problem. Fran exemplifies the golden rule of treating others with respect and kindness. If Fran happens to see this message, I want to extend my heartfelt thanks once again. Thanks to her help, I was able to shop online seamlessly at Best Buy later that day. Because of Fran's exceptional service, I am now a loyal Best Buy customer for years to come. With deepest appreciation, Tracy Woodard

On July 25, [redacted], Best Buy provided an in-home consultation for outdoor security cameras. The cameras were installed by a Best Buy-assigned installer, including a solar battery mounted on the roof for one camera. Unfortunately, the cameras stopped working after a week. Best Buy then sent a different installer to re-install the cameras. During this process, three large drill holes were uncovered where the solar battery had been placed on the roof. The solar battery was correctly relocated to the siding. It is crucial to address the damage to the roof as the holes could lead to water damage. I believe Best Buy should take responsibility for hiring the initial installer who caused this roof damage. Urgent repairs are needed for my roof to prevent further issues.

To Whom It May Concern, My husband and I visited the Biscayne Boulevard shop in Miami on September 19th. We purchased a Lenovo Chromebook, two Apple Watches, a PS4, and various other items, including Office [redacted] Personal. We specifically selected this version upon the recommendation of the salesperson to use Microsoft programs on the Chromebook. However, we are facing issues installing Office [redacted] Personal. The message appears that the code has already been used, and attempting to access it differently states it's only available for iOS and the App Store. We are currently in Brazil and seeking assistance with this matter. I am eager to get this resolved promptly so that I can start using my Chromebook effectively. Thank you, Liana Freitas

I recently purchased a TV as a birthday gift for my grandson. Unfortunately, the TV turned out to be refurbished, which was not mentioned in the description. This resulted in the TV tipping over and the screen cracking due to a loose leg. Upon closer inspection, the TV had a "recycle" label on the back, indicating it was not new. If I had known it was refurbished, I would have chosen a different new TV. I kindly request assistance in resolving this issue promptly, as the description did not specify that the TV was recycled. Thank you for your support.

Regarding order BBY01-[redacted]25 for a Samsung Tab A with Verizon LTE service: I placed the order online and proceeded to the Germantown, MD store for pickup and LTE service activation. After a lengthy wait, the store's mobile staff informed me they couldn't activate the LTE and advised me to visit Verizon, who in turn directed me back to Best Buy. At the Rockville, MD Best Buy location, it was determined that activation required existing Verizon service which I lacked. While attempting a return, I discovered it had to be processed at the Germantown store. Upon returning to Germantown, the suggestion was made to potentially replace and activate the device due to "glitches" with serial numbers. Opting for a return, the process was convoluted, lasting 30 minutes and involving multiple staff members and phone calls due to an extended warranty purchase. Ultimately, I repurchased the item with Verizon, despite preferring Best Buy's extended warranty, due to the frustrating and inconsistent experiences at Best Buy. The mix-up among staff and stores was disheartening, especially the confusion with the Germantown mobile team.

Hello, I recently pre-ordered some Amiibos online a couple of weeks ago, and so far, they haven't arrived. The order number is BBY01-[redacted]60. I did receive the Zelda Amiibo on the 20th as indicated in the email notification. However, I also pre-ordered the Snake, Squirtle, and Ivysaur Amiibos, which were supposed to come in a separate shipment. This package was also scheduled for the 20th but hasn't arrived. According to UPS tracking, the package has been shipped, but there haven't been any updates for a while. I understand that deliveries can take some time, but both the email and UPS indicated a delivery date of the 20th. I'm concerned that something might have gone wrong with this shipment. Thank you for looking into this for me.

I had a disappointing experience at Best Buy recently. My husband and I visited the store to buy a TV and speakers for our patio, and we requested Geek Squad services for installation help. We made our initial purchase of a TV, mount, and speakers but then had to wait almost two weeks for the appointment. During the appointment, the Geek Squad indicated that the mount was not suitable for our TV and we were missing a receiver. Despite being promised faster service, we had to make another trip to buy the right mount and receiver on September 11th, only to be scheduled for September 24th. Communicating with a manager was challenging due to the lengthy automated phone system. The appointment was rescheduled for September 22nd at 8am, but the Geek Squad arrived much later due to a scheduling error. While the Geek Squad members were polite, the overall experience was unsatisfactory – from staff confusion to long waits, difficulty reaching a representative, multiple store visits, and inaccurate appointment times. We are unlikely to make major purchases at Best Buy again. - Dana Bradley

On March 15, [redacted], we purchased a DVD player but didn’t use it immediately. We expected it to work well, but unfortunately, it only played 1 out of 5 videos we tried. The store mentioned movies have different "weights" which could affect playback, but we had never faced this issue before with our old player. The clerk wasn't very helpful, so we took the player home. It only plays cartoon DVDs and doesn't work with the movies we tested, so we decided to return it to Best Buy, even though it's past the return date. The clerk suggested a service charge for an update, which seems odd for a new product. We prefer returning it and starting fresh. The DVD player is an LG Wired Streaming Blu-ray Disc/DVD Player with the number BP175 on the box. We sought help at Best Buy after shopping at Walmart, feeling uncertain now. We hope to resolve this frustrating issue promptly. Thank you, Pastor J. and E. Belk

During my recent visit to the USA, I bought an Irobot [redacted] Roomba from BestBuy in Raleigh. Unfortunately, upon returning to Istanbul, Turkey, I discovered that the Irobot was showing a continuous "Error Message 6." After consulting the Irobot Authorized technical service in Istanbul, it was determined that the sensors were broken due to a main card issue. The service explained that the sensors cannot be replaced individually and the repair by replacing the main card is not cost-effective. I've reached out to BestBuy, but their replacement timeframe of 15 days has passed, and they are unable to assist further. Regrettably, I am unable to return to the USA for technical support and replacement. Attached are the necessary documents including the BestBuy invoice, Irobot Turkey Technical Service Report (in Turkish), and the Irobot serial number for your reference. Any help in resolving this issue and facilitating a replacement through Irobot Turkey would be greatly appreciated.

Subject: Frustrating Experience with Best Buy Washer Installation Dear Concerned Parties, My name is Christian, and I recently moved into a property managed by John Still. He arranged for a new washer to be purchased from Best Buy, which has unfortunately turned into a frustrating ordeal. The Geek Squad technicians came on September 21, [redacted], to replace the washer but left without completing the installation, claiming it was plumbed to the floor. Despite rescheduling for September 24, no technicians arrived today, leaving me without a washer for over three weeks. I have spent hours on hold trying to reach various departments at Best Buy, including the stores in Concord and Manchester, without success. The lack of communication and customer service has been extremely disappointing, leading me to resort to using a laundromat for the past four weeks. I am reaching out to the corporate team in hopes of finding a resolution to this ongoing issue. Your assistance in resolving this matter promptly would be greatly appreciated. Sincerely, Christian LaRoche

Hello, my name is Stan Lee. I purchased a computer for my daughter in July and was informed by the salesperson that a year of Microsoft Office would be included. Unfortunately, when we checked, Microsoft was not on the computer. The manager at the store mentioned that they couldn't provide the free year as promised. They only offered me a discounted deal which was not satisfactory. I requested to speak with the general or district manager, but it was indicated that they might be too busy to assist. I left my contact details but was unsure if I would receive a call back. I hope they can honor what was promised by the salesperson regarding the Microsoft software on the computer.

Recently, I received a baby monitor as a gift from Best Buy, which included a free NoseFrida by Fridababy. However, upon opening the box, I discovered that the NoseFrida box was damaged, not in its original packaging, and unsanitary. This is concerning, especially for a product intended for newborn babies. I just want to bring this issue to your attention, as it's important to ensure that items offered as gifts are in a clean and hygienic state for customers. It's appreciated that additional items are included as gifts, but they should be in proper condition for use. Thank you for addressing this matter.