ROSEVILLE, MINNESOTA -- Best Buy needs to own up to its return and exchange policy. My friend just purchased a TV from them last Friday 12/18/2015. On Saturday he set it up and turned it on. The screen was blurred out with dark circles and blotches of other stripes and cloud looking shapes of colors all over it. We took it to the Best Buy in Richfield, MN on Tues. 12/22/2015 and was told he had 3 days to return a damaged item to the store after he had called twice already to confirm it would be exchanged. We went to the Best Buy in Roseville, MN (the one he purchased it from) and was told by the store manager the same thing.
However, this invisible policy is not written on the receipts or on the website return and exchange policy, or on any signage in the store. So my friend is out of money and a TV. But Best Buy is getting rich off of consumer money. I wonder what your shareholders have to say about that. I purchased a TV myself from Best Buy on Black Friday for my daughter for Xmas. It is currently wrapped and under the tree. If her TV has the same defect, are you telling me I can't return it based on a 3-day return policy that's not written anywhere? If you ask me, Best Buy is nothing but a thief. I will never spend any of my money with this company again.
TEXAS -- Buyer beware, Best Buy has no integrity and I feel like I was taken advantage of and discriminated against because of my age. On the night of December 11, 2014, with the referral, recommendation and assurance of the sales associate in the electronics department at Best Buy # 203 in Austin, Texas, I purchased an Easy CD & Burning kit. I'm a senior citizen and my eyesight is not the best, so I depend on honorable and knowable sales people to give me trustworthy and accurate information. And at my age, every purchase is vital.
I must say I have never been misadvised by any other business sales staff or associates before. I have made purchases at Best Buy before, so I thought it was a company I could trust and depend upon for good honest customer service. Instead I was mislead and tricked into purchasing a product that did not meet my needs or perform the needed function that the sales associate said it could provide me that I needed. I told the sales people I needed a product that had capabilities to RIP a DVD. I was assured by more than one sales person even when I tried to take it back, that this product could RIP DVDs.
When I got home and tried to use the product It could not RIP DVDs, instead it only had capabilities to RIP CDs. The very next day I tried to take the product back but a different sales associate that day ** would not take it back, I and a friend of mine tried to explain that the only reason I bought this product is because the sales person referred it and assured me that this was what I needed and it could RIP a DVD.
If not for the information the sales person gave me I would not have purchased this product. It would have been more appropriate for him to tell me he did not know anything about the RIP process, then I would not have purchased this product. My friend wrote the names of all associate that were involved, but she lost the list of names.
I have come to the conclusion that there are two possibilities to this incident, either the sales people at Best Buy purposely mislead me to get a sale of $32.46 from me and take advantage of me and discriminate against me because of my age and other factors or the sales associates were not qualified or knowable about the department they were working or products to refer and give customers honest and trustworthy advice. My friend and I left very upset because the associate would not take any responsibility for mistakenly or purposely selling me something I could not use.
But after we left Best Buy, we went to Fry's and the sales associates found the product I needed. And they also said since they referred the product to me, if it was not what I needed to just bring it back and they would gladly try to find something else or give me a refund with no problem.
I tried the product Fry's referred for me to buy and it works well. Thank you Fry's, not only do your sales associates know their products, they know about good customer care and business integrity. And for that reason I will not be shopping at Best Buy again. And I would advise anyone planning to go to Best Buy not to trust the sales associates. And this does prove it is at the company's discretion whether to honor a return or not, policy has nothing to do with it. Best Buy has no integrity and I feel like I was taken advantage of and discriminated against because of my age.
AUSTIN, TEXAS -- Customer satisfaction, what is it and where has it gone? Oh that's right it went online. As a die hard techie I am finding myself spending money on gadgets more than I should, but where do I shop? I don't mind paying a little more just to receive excellent customer service, lately it's Amazon and Google Play that has given me the best service. When I have a question, they listen and answer and sometimes check up on you after the conversation. That is service!
Recently I decided to give my old favorite store another chance (mainly because they were the only ones selling my item). So I happily went into the Best Buy store here in Austin Texas and asked someone for assistance. I already knew what I wanted and knew everything about the device, so I only needed information regarding next shipment and availability. Never did I expect what was coming. I asked the LP (guys in yellow by the front) to check the system for me, he was nice and checked it and even gave me the direct line to the podium and when to call back, customer service at its finest.
So I called back when instructed to, only to have some angry person pick up and argue with me that he did not give me the number. So naturally the most important thing here is to get to the bottom of who gave me the number and info. I was like whatever, he may have been under the influence, I will let it slide. So I decided to avoid another uncomfortable call and go into the store.
I tried to find a salesperson (not hard to find as they all have blue shirts), but it seems that they were all busy running in a circle or something as they could not help me. I asked the LP guy to find me a salesperson to help me out, he said "no problem just wait over there, and I'll have someone here shortly". He did not ask what I wanted or anything, but in his defense he was in an interesting conversation with his friend and did not want to be bothered.
10 minutes later someone arrives, and I ask him to see if there are any items in the back, and if I can get a better view of the item on display. He had to leave to find out, as I stood there no one asked me if I needed help as they passed by and trust me I looked like I needed help. Already disappointed by the service, I continued to wait. Finally he returns with a NO and NO, we can't do that and we don't know when more will be here and walks off.
I did not leave very happy, instead they wasted over an hour of my day. So another day I vowed to only call and not show up at the store as I didn't leave very happy last time. I called and was on hold for about 20 minutes before the phone was transferred to someone who just ended the call without saying a word. As a techie I was thinking their phone system has a glitch, but I called again and again and same result. Maybe they wanted to leave early, who knows but I would never return to the store unless it's unavoidable.
Then one night I found they had it online (for a brief 15 minutes), so I purchased it and upgraded for expedited shipping. Needless to say I still haven't received the device, 2nd day air, I don't think so. My Amazon order that was placed the following day has already arrived. I wonder where I'm going to purchase my gadgets from next, here is a hint: it will never be Best Buy.
PHILA, PENNSYLVANIA -- My experience is like a harrow story. I purchased for my disabled mom a compact washer and gas dryer unit online, but actually calling by phone. The customer service person did not know much about the unit, so I asked if it needs any accessories to connect the unit and then she remember and named one. After she gave me an appt. to deliver 3 weeks later. Finally the day came around for delivery. But when delivery team found out that the unit needs gas connection they informed my mom that they are not licensed to do that and left with the unit.
After spending an hour on the phone with Best Buy I was told that because it's a gas dryer they have to hire a different team and the person who took the order didn't know it was gas dryer. Can you understand that? She took the order for gas dryer, but she didn't know it was gas dryer.
Now I had to make another appt. and wait 5 more days. I called again Best Buy to confirm the order delivery and sales person informed me that I need 2 more accessories to buy for gas dryer, otherwise they couldn't connect the dryer. I asked to talk to supervisor and now because it an additional order and to make sure it will arrive together I was told to make appt. 7 days later and that there definitely will be a gas connecting team.
The day of delivery my mom was told again that they are not licensed to connect gas dryer and they did not have all accessories to connect anyway and they left again with the unit. One hour later the accessories arrived from Best Buy and the team felt bad for my mom decided to disconnect the old unit to get ready when the new unit will arrive and left.
I called Best Buy again and after 1 hour conversation had another delivery date 5 days later. Same day after the accessories delivery guy left at 1.30am I get a call from my mom who barely can walk telling me that she heard a pop as she hears water gushing noise and she doesn't know what to do. I got in the car with my husband and drove at 2am to mom's house 20 min each way.
When we got to the basement the water was pouring down from above the ceiling right where the old unit was disconnected. The water was never shut down. Now we have basement full of water, thank god it's not finished basement. At 3.30am we got home.
Finally the day of delivery came around again and nobody showed up. After 2 hours on the phone I was told that they tried to call, there was no answer and they left. I asked why nobody tried the doorbell? No answer to that. Now for the fourth time it should be delivered next day. I will keep you posted If it will arrive. Do you think I will buy from them again? I don't think so.
BROOKLYN, NEW YORK -- I ordered a Wii console with Wii Sport and Wii Sport Resort for 129.99 from the BestBuy.com for store pick up as a gift for my son's birthday. The next day I logged on to the site to check the order, only to find out that it was cancelled. No e-mail was sent to me, nor was I otherwise notified that my order was cancelled. I called customer service who could not even tell me why the order was cancelled. It was not in the computer, so they had no idea what happened and transferred me to another department.
After a while, almost 40 minutes on the phone, we found out that my order was sold at the store where it was supposed to wait for pick up. A lady in that department (manager as the regular worker did not even understand the situation) told me that I have to re-order the purchased item. As a courtesy for the inconvenience she gave a discount on the price and I ordered a new system for 100 dollars plus tax to be picked up in another store. She assured me that this will not happen again. I received a confirmation e-mail that my order is ready to be picked up at the store.
Three hours later I receive another e-mail stating that my order was cancelled due to credit card issues. I called customer service again. The person speaking to me tried to tell me that the problem was with the credit card; however the card was charged by the store and the money did not even return back to the account. I asked to speak with her supervisor and she dropped the call. She just hanged up on me.
I called back and after about 30 minutes was able to speak with the supervisor. Again my order was re-sold at the store where I was supposed to pick it up. She said she was sorry, but the item was not available anymore. Nothing could be done so I ended up without my order (not to mention courtesy discount). Maybe all these cancellations were done so I would not get my discount? In the end I purchased the system from GameStop.com, so my son would have his gift.
So couple of days after the GameStop purchase I wanted to shop for some games for Wii. I went to BestBuy.com and tried making a purchase of MarioKart game. Made a purchase and immediately received an e-mail that my order was cancelled, followed by a confirmation of sale e-mail. I tried ordering it three times and three times I received cancelled e-mail.
So the bottom line is during this purchasing experience my orders were re-sold by multiple stores. I was never notified of the first cancellation. BestBuy customer service lied to me, kept me on hold for over 2 hours (combined), made promises that were never fulfilled and in the end were not able to resolve any issues. The site is useless for purchasing as it does not allow to buy anything. Forget about Bestbuy and go to another store.
RESTON, VIRGINIA -- My story of trying to get my Batman: Arkham Origins Pre-Order: Firstly, let me state that I fully understand that mistakes happen. The imperfect human condition means that no person, company, or system will ever operate without at least a few hiccups. However, it seems to me that Best Buy's atrocious handling of the shipping issues that have impacted the delivery of pre-orders for the PC version of the new Batman: Arkham Origins game goes far beyond the “unexpected error” realm and into the arena of utter incompetence in business operations. Here is my short story of trying to procure my pre-order:
I pre-ordered a copy of the PC version of Batman: Arkham Origins several weeks prior to the game's release. My order was processed on Bestbuy.com and I requested store pickup at the company's Reston, VA location (Store #297). I received an email confirmation one day prior to the game's release date indicating that my order would be ready for store pickup the following day. At this point, Bestbuy.com also indicated that my order had arrived at the store and instructed me to pick up my order as soon as possible.
The following day (October 25th) I drove to Best Buy Store #297 to pick up my order as instructed. I did not go to the store until later in the day - around 7:00PM. When I arrived at the store and provided the clerk with my order information and confirmation email, I was given nothing more than a puzzled look. Store staff proceeded to ignore my presence for about 30 minutes whilst various employees looked through their computer systems, paper records, and physical store shelves.
I was given no information regarding what was going on and was simply forced to wait until someone returned to speak with me. I ultimately got the impression that the store staff was simply waiting for me to become frustrated and leave as they eventually gave up on trying to locate my item and went about completing other tasks and helping other customers. I eventually had to re-approach the employee to whom I had initially spoken upon entering the store to inquire why no one had returned with my order.
He simply stated that my order could not be found and no one had any idea where it might be located. Ultimately, the best that the store could muster was to take down my phone number on a sticky note - they indicated that they would call me if my order showed up on a truck the following week. For the record, I have not heard anything back from Store #297 to this day.
After returning home from the store and reviewing my confirmation email, I became concerned about my ability to pick up the game from the store if it arrived the following week. I was scheduled to be out of town on business during the next week (i.e. this past week) and as such I would not be available to retrieve the item from the store. This worried me as my confirmation email indicated that my order would be cancelled and forfeited if I did not pick it up within 8 days after it had arrived at the store. Given that Best Buy's systems were indicating that my order was ready for pickup, I could foresee problems looming in the near future and thus reached out to Best Buy via their customer service phone line.
After explaining my situation to a very disinterested-sounding phone representative and having little success in terms of getting him to understand my problem, I asked to speak with a supervisor. After waiting on hold for a protracted period, I was eventually able to speak with a customer service supervisor on the phone. After explaining my situation to the supervisor, she ultimately indicated that all she could do was to “suspend” my order in her system. She indicated that “suspending” the order would prevent it from being automatically cancelled by the system and thus would assure that my order would be held at Store #297 until I returned to town and was able to visit the store.
Additionally, she noted that I would need to call back prior to picking up my order as it would need to be “unsuspended” by a phone agent before the staff at Store #297 could release my order to me. I agreed that this arrangement sounded fine and the supervisor further indicated that she would immediately send me a $30.00 gift card due to the trouble with my order. I thanked the supervisor and, after reconfirming that my order would not be cancelled (I adamantly wanted to ensure that I received the pre-order bonuses to which I was entitled), ended my phone conversation.
I then proceeded to wait throughout the week to see if I received a phone call from Store #297 indicating that my order was ready for pickup. As I previously indicated, no call ever came from anyone on Best Buy's end. During this time, I ignored repeated automated emails from Bestbuy.com indicating that my order was awaiting pickup and in danger of cancellation. Researching the issue online, I ultimately discovered a post on this forum (from **) indicating that store pickup pre-orders for the PC version of this game would not arrive in-store until “around November 2nd”. Given this information, I decided to simply wait until I received confirmation that my order is ready for pickup.
I returned home this weekend and have since continued to wait for a communication from Best Buy to confirm when I would be able to retrieve my order from the store. I have received no such information to date via any channel. Rather, even after going to great lengths earlier in the week to assure that my order would not be auto-cancelled by Best Buy's terrible order systems, I received an email from Bestbuy.com this evening indicating that my order has been cancelled and is no longer available.
It is simple astounding to me - my much-awaited and paid-for pre-order has been lost, supposedly due to my lack of timeliness in picking up my order, even before the store actually received the product that I was seeking. Just to add insult to injury, I have also not received the $30.00 gift card that I was promised as compensation for my troubles. A simply incredible display of stupidity, carelessness, and disregard!
Overall, I want to make it clear that my primary complaint against Best Buy is not the shipping delay that impacted their stores' ability to fill pre-orders, but rather the company's complete inability to effectively respond to and remediate the issue. It is just ridiculous to think that the company's order fulfillment systems are so broken that they cannot manually suppress automated emails with incorrect information, update order statuses on customers' accounts, or prevent orders from being automatically cancelled when the product is not yet even available for pickup!
Perhaps even worse, why is it that Best Buy's store, phone, and web support personnel are not able to get on the same page in terms of being aware of the situation and providing the customer with a consistent picture of how the problem will be solved? My question for the BBY forum moderators is this: why should I (or anyone for that matter) ever attempt to order anything from Bestbuy.com or one of the firm's brick-and-mortar locations again?
Why is it that Best Buy's order fulfillment systems have now automatically cancelled Arkham Origins PC pre-orders? Is no one at Best Buy competent enough to override the automatic 8-day store pickup window given the shipping issue and the fact that the orders are still not ready for pickup? THIS IS INSANE! Despite the fact that I received an email earlier this week confirming that my order would remain valid until picked up at the store (i.e. when it eventually arrives), my order was cancelled this weekend due to “non-pickup”. How can I pick up my order if the store does not have it?
I visited the store earlier today and was told that they know nothing of the problem and that there is nothing that they can do. They tried to sell me a copy off of the shelf, but this is completely unsatisfactory and I pre-ordered the game and insist upon receiving the product that I was promised (including all pre-order bonus materials - case, codes, etc.).
A further even more infuriating update. I just spoke with a supervisor from 1-888-BEST-BUY. He informed me that at this point there is nothing that Best Buy can do - my order has been cancelled and I will NEVER receive all of the bonus materials that I was promised. He went as far to quote the Bestbuy.com terms and conditions that Best Buy reserves the right to cancel orders at any time and for any reason. WHAT KIND OF CUSTOMER SERVICE IS THIS?
Even worse, I was told that because the steelbook case is in the mail being shipped directly to me, this “partial order” was still valid and I will be charged $50.00 for the case alone! What?!?!? I never agreed to pay $50.00 for a case! All that he could offer me was to place a new order for the regular version of the game and discount the price to offset the cost of the steelbook alone.
This is completely contrary to what I was told in the store today by the MoD (he assured me that I would not be charged for the cancelled order even though I would still receive the case via USPS). The phone supervisor simply shrugged this off and informed me that, “Best Buy stores have no idea how our online services operate.” COMPLETE INSANITY!
Is this company so siloed at the corporate level that they cannot even handle a simple pre-order shipping error? Ultimately, what Best Buy has done is cheated me out of the product that I ordered, charged me $50.00 for a product that was explicitly listed as free on their website, gone against their written word that their shipping woes would not affect the delivery of my product, and finally committed bait and switch in sending me the regular version of the game with no discount to speak of contrary to my confirmed order. This is the absolute last time I ever do business with Best Buy and everyone that I know will hear this story!
FORT LAUDERDALE, FLORIDA -- On several and I mean several occasions, I have attempted to buy things online. When I get to the checkout page, the computer always glitches - error occurs and the sale or buy disappears. I have complained and in so the Executive Department has called. We have discussed the matter and things always were resolved, sometimes in days, sometimes in weeks. In-store experiences are as bad - their price match practices are awful. You call Best Buy-1 800 # - they tell you to print out ad and go to store. You spend time/money/gas. Arrive and are told "No can't do it." So why did they send you there to begin with?
If you order online via a live person, you wait. Then you call only to find out that the order was never processed by that person- no order #, no confirmation and you look like a fool since your out a product you have waited for weeks. As a patron for over the last 7 years, I am amazed that in the last 18 months my experiences have been awful. And the only way to get any satisfaction is to contact the Executive offices in Minnesota and complain. Folks you work hard for your money. When you order something, you expect to get it, not find out weeks later there was no order placed or a computer glitch or the person you spoke to and did the transaction with did not complete the task.
Simply incredible. I guess when you get big, your customer patronage doesn't exist anymore. Only a few companies still care when you speak to Customer Service. They are Amazon, Tiger Direct and few others. So if you have experienced the above, you know what I am talking about. Good luck with your Best Buy experiences.
CALIFORNIA -- Agreed! Their ads are misleading and misrepresenting. I went in a few years ago to buy a laptop for my boyfriend bc their ad said it had blu-ray ROM, but of course the same model they had in the store did not come with it. They just said sorry it was "misprinted" and we can't do anything about it. I wrote a review on their page and they didn't publish it because they didn't want anyone to know the truth. So I stopped going until recently... and of course I was disappointed!!
Their sales representative sold my mom many useless things that I do not need. She bought them for my birthday and upon receiving them, I tried to return them, but the return date passed a couple of weeks after the 15-day policy. They have a policy that will allow their rewards member an extension, but their return department at the store will not allow me to return it simply because of their 15 days policy--they leave it up to their manager to decide.
I've been their rewards program member since 2003, but they refused to allow me to return them. The items were never opened or used. I even wrote to them and showed them pictures after going into the store--of course they gave me the runaround like to call them or go to a store, which I did call and go again without any luck.
However, the person who was returning their item that has been melted because they left it in the sun was allowed to have their item end returned even though it passed the 15 days policy as well. This is a discrimination as the manager allowed for that transaction while denying mine when mine was in perfect condition. I can even provide the approximate time and date for them to check the security cameras for proof. I do not recommend anyone to purchase anything with them and seeing that their rating is so bad by other buyers, I can see why!!!
FLINT, MICHIGAN -- I got Best Buy's credit card and used it a few times, several years ago, and during a three year time, bought two computers. The last one I got all the extra warranties, and after the year paid for extensions. (I didn't notice the amount.) When I had a problem, took it to Geek Squad to be told the warranty had "run out". I found it strange for just had renewed it. Found out all had been renewed but they didn't renew one for "it cost less for warranty than what the costs would be!" I was furious and said I would never use them again, for the costs were very high, and cancelled the card, left never to return!
I stopped getting their advertisements in the mail; same with statement. Last October, something said to check my charge card bill, and found they had not closed the account, but instead added a yearly membership. I was furious, called both my charge card to reverse charges and Best Buy thinking it was the last of it, and again cancelled the card!
Today received an email saying Citi Bank had bought my card and... called them and they said I was still current. In anger, I told them I had cancelled previously and didn't have the card. They said I still had the card. I told them I wanted it cancelled and they said before I could have it cancelled, I had to listen to their terms.
I asked if there was a balance, they said no, and again asked to have it cancelled; again I had to listen to what they wanted to tell me. I refused and asked to speak to their Supervisor. I told her I wanted a letter stating I had been cancelled for proof. Am still waiting for it. Be sure to check your way of paying the membership for if you had cancelled, you might find you had not!
FINDLAY, OHIO -- I wanted to buy a mechanical keyboard, and I accidentally bought one without a number keypad. I called to make an exchange, but I was told that I could not return it to the store because it was a special order. I would have to pay shipping. I bought the keyboard from Best Buy because there is a store close by and you can return items to the store. I asked how I was supposed to know it was a special order, and they said, "Well because it says it ships in 1-2 business days." Yes folks, you are supposed to understand it is a special order by this strange shipping condition.
But wait, because it gets much better. I was then told that I should have known it would not have a number keypad because it is a gaming keyboard. I am typing this message on my Razer Anansi with number keypad. I have a $3k gaming computer that came with a full keyboard. I tried to explain that the description did not mention that it did not have a keypad, and I did not really look at the tiny picture because it was just a plain keyboard. I tried to point out that a standard keyboard comes with a number keypad. But I was told that I should have studied the picture to determine if it had a number keypad.
When I complained that I did not realize that it was a special order subject to special return rules, the escalation department then told me that I had not called about special order status. He informed me that I had called about the number keypad. I had to insist that he listen to what I had to say so I could explain that I bought the keyboard from them because I could return it to the store. He was rude, abusive, condescending, and completely unreasonable. When I asked him why he did not want to work with me to make an exchange, he again pointed out that I was basically an idiot for not seeing the keyboard did not have a keypad.
Do yourself a favor and avoid Best Buy online. I have bought a ton of stuff from Amazon and have never had such a problem. They have the exact same keyboard I wanted at the same price. Best Buy is going out of business for a reason. There is no excuse to treat an online customer like this.
Follow up: When I went to ship the keyboard back to Best Buy, UPS could not find the address that was preprinted on the Best Buy Return Shipping Label, so I had to call them from UPS to find out what was wrong. It turns out the label you get has the WRONG return address on it! They cannot even print the correct return address on their own return address label!