Best Buy - Page 2

Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 100 ratings and
458 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
StarEmpty StarEmpty StarEmpty StarEmpty Star
How to Lose a Long Term Customer over $160
Posted by on
Rating: 1/51
CORPORATE, MINNESOTA -- Is it any wonder that Best Buy is headed out of business?!?!?!?!?

As a 20+ year customer who has bought tens or thousands of dollars in electronics from this national chain, I just experienced their decision to discard my patronage over $150 in warranty coverage.....brilliant!

In October 2011 I purchased the new iPhone 4s the day it was released. Rather than purchasing through AT&T as with previous iPhones, I decided to give BB a try at their Palm Beach Gardens Florida store.

The representative at the store talked me into purchasing the 2-year warranty coverage on the phone by comparing their coverage to what AT&T offered. He explicitly explained than compared to the carrier's coverage, BB would replace the phone due to any damage if you simply brought it in to any store in any condition(damaged, waterlogged, whatever). He specifically stated that as long as it was not lost, the phone would be replaced with a new one.

Guess I should have questioned further the validity of that sales pitch(don't tell me these guys don't have some type of incentive or quota to sell warranties!), but for 18 months I had no issues.

Then on a trip back to Florida in April I dropped my phone and broke the front glass. Since I was flying back to my new home in Idaho the next day, I took it in to get a replacement phone. What I experienced was the "Best Buy Shuffle"........shuffling the customer off to the Geek Squad or off to the 800 number without any interest whatsoever in solving the customer's problem.

My "replacement" warranty that I was sold turned out to be a 3-day send it out refurbishment program that required coming back to the store to pick it up. Being nowhere near a BB store in Idaho, I needed a solution right then and there. After much "shuffling" that store and another Orlando BB store the next day, the districT Mobile manager the next day said "no way" to a replacement phone. The solution I then found was a two hour glass replacement at a strip mall repair facility before my flight.

Upon demanding a refund of the misrepresented warranty coverage, I was told that all they could do was cancel my warranty coverage and give me a pro-rated refund. After hours of talking to various corporate departments at the agent and supervisor level, this heretofore loyal customer was told the best they could do to keep my business was a $75 gift certificate. Once again BB attempts to cover their sales tactics by negotiating with enticements back to their stores.....very transparent.

In explaining to the last corporate customer relationship representative I spoke with that they were about to lose my future business over this refusal to refund a warranty that was not used, he took a combative stance explaining that I was the one making the decision not to shop at BB in the future, not them. Who is the customer and who is the vendor? Do they think they are bestowing a privilege to let me pay them thousands of dollars for electronics?!?!?!?

Now I want to highlight my experience to the Wall Street analysts that cover BB and the BB board members. Perhaps Mr. Joly needs to hear how his policies are losing his failing consumer electronics warehouse firm loyal customers such as myself while negatively influencing my family members and friends.

What is the old saying......."Good news travels fast. Bad news travels at the speed of light."
StarEmpty StarEmpty StarEmpty StarEmpty Star
"No Exceptions" Refund / Exchange Policy Bad Business!
Posted by on
Rating: 1/51
LYNNWOOD, WASHINGTON -- My mother fell and broke her hip and was unable to return within 30 days the Kindle Fire case that didn't fit her Kindle properly. She wasn't worried about a refund because there was another, costlier item that she wanted, so she would have been happy with a store credit. But when I tried to return it this morning for her, I was shocked when told that she couldn't even get a store credit. (By the way, the item is in original packaging and is still stocked on shelves, so the store would not be losing anything by accepting it back.)

I just got off the phone with the corporate office. The person I spoke with said, "Your mother should have asked someone to return it for her within the 30 day time period." At first I was speechless, then incredulous. An 87 year old woman breaks her hip, lies on the floor for 5 hours, is finally taken by ambulance to the hospital, has surgery, is released to a nursing home where she will be spending the next 2-3 months, and she should be thinking, "Oh, I need to find someone who can return that Kindle case for me." What kind of human being is so lacking in empathy to think that this should even be a top priority for a very scared 87 year old woman who just had a life changing accident?

What kind of nutty, morally bankrupt business would operate like this? I can understand that some people lie, so I offered to bring in medical records to prove that she was unable to return it due to a traumatic, debilitating accident, but the man just kept repeating, "I am sorry. We value your business, but we have a "no exceptions" return policy." Value my business? What a joke.

I have never posted a complaint online before, not have I so vehemently wished a company out of business before. But I find Best Buy's "No Exceptions" policy inhumane and unethical. Legal, apparently, but unethical.
StarEmpty StarEmpty StarEmpty StarEmpty Star
Best Buy Reward Zone Personal Information Given to Thieves
Posted by on
Rating: 1/51
I have never had problems with purchases at Best Buy, I have made a lot of large purchase and HAD a shared card with my husband a Silver Premier Reward Zone card in his name but the emails come to me. In January I started to receive receipts from a store in SC and NC. I live in New England. I called the store and said I am getting receipts for purchases I did not make, what is going on.

They give me to someone else and I was told this person is writing bad checks and returning items and getting cash back. Someone will call me back. Of course not one calls back. I call customer service explain what is happening, and told someone will call you back 7-10 days. NO one calls back. I call the corporate number to be told that this card is not in your name and you are not authorized to cancel the card, I went around and around, with this issue, calling multiple number trying to figure out why our information is on another persons purchases. I told them We do not want our credit compromised and do not want this to somehow come back on us. NO ONE CARES at this BEST Buy corporation!
I think it was Mar 4, someone from SC store calls me asking for my husband, about some purchase, and I said don't you have this in your system that our information is on someones else's purchases??? She apologized and said she would look into it. That started me calling again starting at 11:00am being transferred 7 times, the 7th time explaining everything again to talk to the most nastiest representative, she told me everyone information is can be compromised here. Even hers, she kept talking about her self and talking over me and so nasty and rude.
I hung up and called the rewardzone dept. this woman was nice and understanding and understood where my concerns are, gave me a case number and guess what. I was never called back again. All the points accumulated in my Silver Reward Zone account are gone. I was going to buy appliances. Too bad they do not want my business. I have given my business to a local business, discovered that in the end its the small business that will take care of you. I will file a complaint with the FTC since BESTBUY does not take consumer personal information seriously.
StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Customer Service Ever
Posted by on
Rating: 1/51
CHANLDER, ARIZONA -- Best Buys/Geek Squad 5 Point Pledge #4: Do what it takes to make it right

Boy has Best Buy failed this miserably.

1/30 – Take my Galaxy Note 2 in for repair (GPS doesn’t work at all, everything else is fine). Worked at Best Buy in Chandler, Az, was told and I quote “Normally these phones come back within 48 hours, but the policy is 3-5 days”. I made it very clear this is used for my job and that 5 days is the max I can wait as that would fall on a Sunday/Monday and I could use my phone again for my job.

1/31 – I called Best Buy to check on the status of my phone, the lady said “nothing yet”.
2/1 – I called Best Buy to check on the status of my phone, Same lady answered and said “sorry still not in”.
2/2 – I called Best Buy to check on the status of my phone, same lady yet again and the answer ‘sorry still not here, this could take up to 5 days’. I explain that It’s for work and I’m just making sure it comes in on time as promised.
2/3 – I called Best Buy to check on the status of my phone, same lady again and she already checked for me and told me it’s still not in.
2/4 – I called Best Buy to check on the status of my phone, someone transferred me to the Mobile Dept. The guy takes my phone number down, and tells me he is checking the status now. He said that it still isn’t in and how long has it been. I say “this is day 5 and I was promised my phone back”. The Best Buy representative tells me, in a very rude voice “you are just going to have to wait as it’s not in yet and we have no control over this”. I hang up out of frustration.
2/5 – I called Best Buy, Again, to check on the status of my phone. Today they tell me “I’m sorry it’s on back order, anywhere up to 2-3 weeks for that to come in”

I’ve called every day for 6 days and on day 6 all the sudden my phone has a 2-3 week delay now!

I spoke to the Manager, Dominic at Chandler Best Buy. He tells me there is nothing the store can do as they don’t have the power to make the call on a replacement phone. I work with Dominic for about 1hr and get nothing but “call Geek Squad as the can make the decision”.

I call the Geek Squad, 35 minutes of being transferred around and telling my story to 4 different people I finally get a Manager who says they can help me. They put me on old and tell me ‘we are trying to find you a loaner phone now”.. I explain that I have a loaner phone (HTC Desire 4g) and its not powerful enough for my business needs. I spend 1 ½ hours on the phone with Geek Squad for them to tell me the following:

1. They do not see any backorders in their system (yet the local Best Buy says they see a 2-3 week back order)
2. They do not have the power to ship me a new phone ASAP and that’s done by the store.
3. They are unsure to why Dominic at Best Buy had ME call them, he should have called them.
4. They gave Dominic instructions on how to get me a new phone through ‘The Bridge’ with-in 24hours.
5. I was instructed to work with Dominic at Best Buy.

I call Dominic while having Geek Squad on the other phone, they both agree I need to work with Dominic as he will be contacting the bridge for me to get me a phone with-in 24 hours. Dominic hangs up with me and calls me back after talking to the Bridge. He tells me “5days for them to respond to this escalation”. 5 days!!!!!!

I ask to speak to a store manager, he’s out at lunch.

It’s not 7:30pm, I’ve been on the phone since 4:30pm trying to get a straight answer from Best Buy to find out when my phone will be as now my job is affected due to this.

I talk to the store manager, Bob, and he tells me if I don’t get a replacement phone in 5 MORE days that he will write one off in store for me. This is nice and all however I was promised 5 days to begin with, I made it very clear this is a work phone and my job depends on it, and still nothing. Bob was absolutely useless and wasted more of my time. He gave me the Regional Mangers number [snip] Gonzalez which I called, left a VM and never heard anything back. I have a feeling this is the wrong number as it’s a girls voicemail but I left a message anyway.

The thing I find comical about this is after my 3 hours of fighting with Best buy I get an email from Geek squad saying my phone was ready to ship out. Did I really have to spend 3 hours fighting with Best buy when you promise “Do what it takes to make it right”?? I still don't have a phone and now I'm forced to buy one at full price due to Best Buy's horrible customer service.

I'm done with Best Buy as a company and will never shop there again or use their online store either. The customer service is horrible and I know understand why this company is on the verge of going under.
StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Packaging Ever
Posted by on
Rating: 1/51

This has happened several times:

First with a Canon 7D which at purchase was $2,200
It was shipped in its original box slapping a shipping label on it and left at the door by UPS because doesn't think that something so expensive should be shipped inside proper packaging and with signature confirmation.

Second: Ordered a hard drive and it was shipped without even a box but just inside a bubble envelope that didn't even say FRAGILE! Are we kidding? There's hardly anything more fragile than a hard drive. I heard a thud and that was the UPS guy throwing the package at the door. I don't blame UPS, for all the driver knew there could have been a brick inside the envelope.

Third: $1000 Canon Lens, shipped also in its original box with a label slapped on it

Fortunately I live in a small and honest community (and second floor). Somewhere else anyone seeing a Canon 7D box outside of a door would just help themselves to that.

Now try buying a camera or a lens or a hard drive from They will come in the best protective packaging you can hope for.

To add insult to the injury I contacted customer service through their website chat and an employee called D.B. answered. He hung up on me after my last message. See for yourself:

Hello and thank you for choosing Best Buy, my name is Brandon, how may I help you today?

I'm having troubles with my shipping address again, it changed itself

I see, may I ask what web browser you are currently using?

My shipping address must contain both physical and PO BOX and it won't let me do that , now it changed itself to POBOX only
I'm using Chrome

I see, may I ask that you try using Internet Explorer to make your purchase, it tends to work better with our website.

but it's not the browser, I've had this problem in the past and a customer service rep must change it from there, it doesn't seem like on my side I can put both

Chrome works just fine, I just need you to update my address please

I see just a few moments please.

Alright it is done.

thank you

Is there anything else I can help with today?

I have one more question if you don't mind

I would be glad to answer your question.

Is there a way to include a message with an online order? The problem is that when it comes to shipping falls way short. Last year I ordered a $2000 camera (I'm a professional photographer) and it was shipped UPS with a label attached to its original box, then I ordered a hard drive and it was shipped in a bubble envelope
Same with an expensive lens
This is very delicate equipment and it needs to be shipped inside proper protected boxing.
Sure enough I had to send back some of the items

I see was there a problem with your purchase upon arrival?

I'm about to order a $3000 Canon 5D Mark II and I don't want that to happen again
I don't know and I don't want to find out. If the Hard Drives fails one month down the line because the way it was shipped I would lose thousands of images. Same with the lens and camera, they are delicate equipment and the mechanics could suffer from that

I'm sorry I do not understand what the problem was you do not want the original packaging?
I see.

plus their original box was never meant to be used for shipping

I see.

I don't mean to sound difficult but you know, as someone who spends thousands of dollars at Best Buy and with a BB credit card that has over $13,000 credit line I expect better

I would suggest that you purchase in store if you are concerned for the handling of your purchase.

Nobody, and I mean, nobody would ship a $2000 camera in its original box. plus it was left at the door, anyone could steal it
Unfortunately the nearest store is far away otherwise that would be easier

I see.

Of course has stellar packaging and stellar customer service, so this is the question that I would like to pass to your shipping management (I contacted them myself bu they never replied): Should they provide proper packaging (mind you, I'm asking for proper, not exceptional) or should I move my business completely to Amazon?

that is entirely up to you.

That's a strange answer for a business that is already struggling financially. I just asked you to pass it to the proper management. Nobody, once again, is asking you to provide excellent customer service (which I don't expect at this point) just to provide a adequate one. FRAGILE ITEMS REQUIRE CAREFUL HANDLING. Simple as that.

(After that the employee closed the chat)
Was it too much to ask to forward my request for proper shipping to management?
StarEmpty StarEmpty StarEmpty StarEmpty Star
INSANE employees!
Posted on
Rating: 1/51
FORT WORTH (HULEN STORE 176), TEXAS -- So my parents placed an order (and paid) for a vacuum online and said they would add my name on the order to pick up at my local store. When I got there, the CSR told me she would not let me have it because I didn't have the credit card.

She offered no apologies or help and told me to call I had to call my parents, who called the website, who called the store and told them to let me take it.

I went back in and a different employee told me, yes corp office called and said for me to have it. But again the CSR said no. She said, just because corp office tells us doesn't mean we can do that. She told me to call them back.

I told her she needed to call them, because they said I could pick it up. After another 40 minutes, she told to redo the entire order and add my name again. After all that, she said they messed up the pickup date, and I still couldn't have it. The needed to fix it again.

I told her I would need to come back, I had been there for 1 HOUR and I had to pick up my 3 yr old son from day school. She told me, NO you need to wait here in case they need to ask you questions. I said no I'm going to get my kid so give me my drivers license back and left. LOL WTF?!

My parents were furious, they called the store manager, who then accused them of fraud because they wanted to add my name to their order after the fact. My mother explained all this was done before they even took her credit card. put me as a recipient on the order before she paid.

The store manager refused to give her his name when she asked. He finally admitted his first name. He told them he would call back or corp office. Neither one ever did.

My parents are having to dispute the charge with their credit card company. And went to Newegg instead!

These people are INSANE!

Resolution Update 01/10/2013:
So the VP of customer service had someone contact my Mom today and apologized left and right. He admitted I WAS on the order as a recipient and it was uncalled for. I should have been given the vacuum.

He gave her a $100 gift card and said they are investigating the employee and manager. Since the store manager now claims he didn't know what cust svc employee it was. What a mess!

Still, my mom and I have stayed away from Best Buy since the incident.
StarEmpty StarEmpty StarEmpty StarEmpty Star
Broken appliances - NO customer service
Posted by on
Rating: 1/51
KENNESAW, GEORGIA -- We bought a washer, dryer and dishwasher from Best Buys about a month ago. They sent me an e-mail the following Wednesday saying they would call between 7-9 PM Friday to set up a delivery time. Then they sent me the same e-mail on Thursday and again on Friday. I waited, they never called. When I called the store on Saturday asking when they were going to deliver they said it would be between noon and 4PM that day (Saturday). I asked what happened to the call on Friday and they said that they had left a message at noon that day. The idea of this tactic is that when they tell you the time you will have no input into if you are going to be able to be there or not. It is that simple, you are either there or you don’t get it.

When they showed up to deliver and install the appliances the installer was in a bad mood and swore the entire time. During the installation they managed to crack in half the drain pan that the washing machine was sitting in, scratch the face of the dishwasher, crack the pipe from the drain to the sewer for the dishwasher connection, they did not install the venting from the dryer to the outside of the house correctly (I am afraid to use the dryer for fear it will catch the house on fire) and the dishwasher dryer cycles does not work.

We have called the store several times to complain and to get this issue resolved and they keep saying that the manager will call me back and he never has (it has been 3 weeks). They keep putting me in touch with the sales man who does not have the authority to do anything. I finally found out about a division they have called the Public Defender who I was told has the authority to do all kinds of magical things (another lie). When I called he apologized (as they all do) and then he set the wheels in motion (as he put it) to get the issue resolved. The problem is now that he is off for the next 2 days (I hope it was 2 days and not 2 weeks) and that nobody else is allowed to continue on with resolving my problem on getting a delivery time set up till he gets back on Wednesday. I can only guess that because he is off they are going to close all of the stores and offices till he gets back. He must be the only one with any authority to do anything. The entire company must be waiting on him for everything. When he does get back on Wednesday and tries to set up a delivery they will already be booked solid and the will schedule me for the end of the day. Also, they give you a 4 hour time window and expect you to be there waiting on them the entire time! We have done this for 3 weekends now and still have not had any results. I can only imagine how bad a shape Best Buys must be in when he goes on vacation!

The second mistake I made was putting this on a Best Buys charge (the first was buying it from Best Buys). You have no rights to dispute this with the credit company if it is on a Best Buy card. Normally I would just tell VISA (or whoever) that I am disputing the charge and Best Buys would not get a penny till the issue was resolved. It is not worth a 10% discount when they destroy your home. Anything that I saved and more will be spent fixing all the problems they have caused and trying to get the bad appliances they supplied replaced.
If you look at the Investors Report you will see that their number one goal is to expanding into China, not to improve customer service. This is because they have ruined their reputation in this country and are hoping that the people in China will be stupid enough to accept their policies and not question their authority.

I have no idea what I can do to resolve this issue promptly since the guy handling my case is off for the next couple of days. The store manager refuses to call anybody back at any time, they will not assign my case to somebody else to resolve and they will not get a General Manager or District Manager involved or allow me to contact them.
I am guessing they want me to pursue this as a legal matter. I can why Best Buys is having financial difficulties and will soon be following the same path as Circuit City. It is my fault for not buying the appliances at Lowes or someplace else to begin with.
Stay clear of Best Buy
Posted by on
FOLSOM, CALIFORNIA -- My husband and I bought two Samsung phones through Best Buy in Feb. 2010. Our phones would not hold a charge more than ½ day so I called Folsom Best Buy on 12/10/10 and asked them if I could order some batteries for our cell phones they told me I would have to come to the store to initiate the order.
So on 12/13/10 we went to order the Samsung batteries at the Folsom Best Buy on Iron Point Way. We were in the store over two hours because the clerk tried to order them on the Geek squad computer(help desk) which they found they couldn’t do. The computer in the cell phone area and where the Geek Squad are not compatible. So then they took me back to the cell phone area and called Best Buy customer service. I don’t think the clerk that was helping me was from that dept because it did not seem like he knew what he was doing but he was trying. After two hours in the store we were ready to leave. The clerk told me they were ordered and I should receive them within 7-14 working days at this time I received no paperwork but just glad the order was done and we could leave.
1/4/2011 around 2pm we went to Best Buy in Folsom to inquire about what the status of our batteries for our Samsung cell phones that we ordered over two weeks ago(12/13/10). Brittany helped as best she could. My complaint is not with her but with you. What good is it to have insurance when something goes wrong if what is wrong is not available to the consumer? Meaning we ordered two batteries for these phones like I said two weeks ago( at that time it took over two hours for the Best Buy clerk to get through to customer service and get the order right) and now we were told today that there is no ETA on this either because Best Buy does not have them in stock nor do they manufacture them so they have to be ordered and Best Buy is waiting on the order to come in? My order #’s are= 7829776 & 7830227 this is what the clerk gave me on 12/13/10 as reference #’s.
Brittany said that it is unusual for batteries to go bad? Does it matter what part of this phone goes bad? If I need batteries they should be at my disposal or tell me what the heck good is it to have your insurance we could have bought the batteries for as much as I have invested into this insurance this year! Now I have always bought products from you and have been quite satisfied till now. In fact we were thinking of buying a television but I have my doubts that I would want to buy one through you when I cant‘t even get a couple of simple batteries to keep my phone charged more than a day! You tell me what I should do? Then again you tell me what you would do? I thought this would be such a simple request that has turned into a nightmare of waiting, complaining and frustration.
We pay $6.99 per phone for insurance that is $13.98 a month for what you tell me? No telling how much longer we have to wait to get these. I am so dissatisfied it is unbelievable. Why can’t I just get the battery from the store when I go in? Why do they have to be sent to me? This is such bad customer service?
I called 1-888 237 8289 today and talked to James a representative for Best Buy after explaining my problem to him he told me that it doesn’t look like the order was completed that is why I have not received the batteries I requested? I asked James how that could be when I had the order #s of 7829776 & 7830227 these were given to me the SECOND time I had gone to Folsom Best Buy and asked them what had happened to my battery order? I asked to speak to a Sup I was given Greg I told him I was so tired of explaining this dilemma. What I needed is a resolution to this request. He told me that he sees that there are quite a few people who have dropped the ball and he said he would get me the batteries I needed plus a $20 gift certificate. Greg told me I should receive the batteries by Jan 24th. At this time Greg did not ask for any S/N on these phones he just reviewed what had been done for me which was basically nothing. He apologized and ordered them.
1/20/11 We received only 1 battery from UPS today at about 2:30pm that is why called Best Buy customer service and I got on Marie on the phone at 3:10pm asking her where my other battery was?
I tried to tell Marie how upset I was about all the mishaps that had happened and all the time I had invested in this and Marie told me, “lets move forward and not sit in the past!” I told her you have to learn from the past before you can move on otherwise we are going to make the same mistakes and I am sick of the mistakes being made! She told me she had to call parts and I told her I would hold she said Gabino ordered these phones and I told her no I got them and pay for the insurance. She asked if he was there and I said yes. She asked if we could get the s/n off the phone. I asked her where it could be found. We finally found it behind the battery and was to hard to read. We finally gave her the s/n and she said she would call us back. Marie finally called back and told us in a rude manner “ You gave me the wrong number.” I told her let me look at it again. I told her that give us a minute we will get the magnifying glass to read the numbers better. She said ,”that is your problem you are giving people the wrong s/n#s.” I told her wait a minute Marie my husband is 72 years old and I am 62 years old and our eyes are not the same as they used to be. That was mighty rude. We had made a mistake one of the numbers was actually a letter but the s/n is so small. . Anyway there was no excuse for her to be so rude she will be where we are some day and I hope no one treats her like she treated us. I also told her that if we would have known she was going to ask for that we could have had it ready but Greg never asked for the s/n. She then said she would call me back when she got the battery ordered.
1/20 Marie calls back 4:45pm just called back and told me that she has ordered the battery and it should arrive within 7-14 working days. She told me she could give me a $25 gift certificate and I told her now way I want $40 and the $20 that Greg promised me also. She said then she is through with my call.. I told her ,”No you are not through with my call till you follow through and make sure I receive my battery and the gift certificates then you are through.” I also told her that my anger and disappointment is not directly at you as though it might seem that way but there have been so many people that have dropped the ball Including your co worker Greg. I told him I needed two batteries for the two phones and he ordered 1 battery . I had told him I pay 13.99 a month for two phones and I needed two batteries (1 for each phone what part of that did he not understand?). Marie told me whose to say that you didn’t get two batteries? I told her I resent that comment. I hope you aren’t trying to insinuate that I am being dishonest? I told her I have a slip that shows only 1 battery was ordered? You cannot hold me responsible for everyone’s inefficiency. I am not satisfied with the insurance or the customer service I have received. I respect efficiency and effective service I have received neither. I told Marie I could have gone down into Sacramento to Batteries Plus and bought the batteries I needed right away instead of waiting and still waiting on a service that was supposed to be reliable and dependable. Well that is what they told me when I signed up??? I have spent $167.76 this year on insurance for these phones and all I wanted was a couple of Samsung batteries? What is your take on all of this!!!! What would you do if you were me?
2/3/2011 (4:05 pm)= Called Best Buy contact was Matthew I gave him my case # and order#. I asked him to look at the notes and help me out. He said he had no access to the parts dept so he was going to have to turn me over to them. Matthew after looking at the notes he apologized to me and said that the bad customer service that I received might have been due to the seasonal help they hire during that time. Matthew did give me confirmation order #’s for the new battery is: 82627859 and the order # for the return is: #82627944. He was very cordial and was sorry he couldn’t have done more to help me. Now that is good customer service compared to what I have experienced so far.
I have been turned over to Jeremy in the Geek Squad I gave him the information he asked for and he told me that my order had been cancelled because it was sent in as a duplicate order. So no one contacted me I would have never known what happened! I told him I wanted a refund for the insurance I have been paying on for over a year. He told me I understand your frustration and I would be upset to. He told me he was going to talk to Corporate Office and let them know what is happening so please hold for a few minutes. I told him my husband is 72 years old and has diabetes and high blood pressure I use these phones all the time it is imperative that I have these working. He said he would relay my concerns and put me on hold.
Dennis from Corporate office is on the phone now I told him what I wanted and he told me he couldn’t do any of what I asked. So why did he waste my time? He told me he was going to turn me over to Customer Care?
It is now 5:10pm and I have been disconnected “please hang up and dial the toll free # again.”
5:15pm I call back and get a hold of Candice in Geek Squad and she tries to put me over to Monthly billing which is closed and she said that is probably why I was disconnected….. Well thank you for that great exceptional customer service where your call counts.
She told me to call back tomorrow!!!
2/4/11: Called back 12:10pm Rep did not give me a name she forwarded me to the Mobile Unit while music played for 10 min.
12:30pm Elise said she cannot help me and forwarded me to her supervisor and then I am disconnected.
12:31pm Call back Cust Rep no name I told her I had been disconnected and would like to talk to Elise she told me she did not know anyone by that name but forwarded me to Corporate Office
12:45pm Ben said I will more than happy to cancel your plan but I cannot give you a refund. He said I am awfully sorry for what has taken place here but I do not have the power to issue a refund. I said I have waited this long to someone like yourself to get a resolution to this matter. And all I get is an apology I have had those since this all started and you know they don’t mean much to me anymore what a want is a resolution to this problem. Every time I call they tell me that I am going to receive exceptional customer service that is a guarantee. I told Ben I need to talk to someone above you.
1:00pm I have been turned over to Mary (Customer Relations) tells me there is nothing she can do for me. No refund.
I guess I am writing this is so no one like me is tricked into getting their fabulous cell phone insurance... buyer beware. It is not all what it is cracked up to be. Don't be a fool like I was..... stay clear if it is to good to be true it usually is.

Nightmare purchase
Posted by on
LANCASTER, PENNSYLVANIA -- I originally purchased a Sony Bravia Television model KDL46W5100 on 12/3/09 at the Lancaster, PA Best Buy. The TV came as package with a Playstation 3 and a game and movie The purchase just by itself was a nightmare, I called in to the store earlier that day and was told they would put everything on hold for me, so I could pick everything up after work. When I arrived I went to the customer service desk and told them I had a TV package waiting for me, they looked at me like I was a ghost and said they had no idea what I was talking about. Over an hour later of getting pushed to different employees and departments, I was told they did not have any more in stock, but then after complaining about the situation they "magically found one" and I was finally able to purchase the package. I received no apology from anyone for the delay, mix up or the complete waste of my time.

The TV worked great for a little more than two weeks and then started turning itself on and off every few minutes. So I called the Lancaster Best Buy after waiting through ten minutes of just listening to a phone ring waiting for someone to pick it up. The employee that answered(who I later realized completely lied to me just to get me off the phone) told me that my model TV was not in now, but that it would be in the next few days and I could exchange it then. So I waited for two days without being able to enjoy my recent purchase. In the meantime I called the Black Tie protection plan I purchased with the TV and the representative I spoke with informed me this was very rare and he thought I was given a floor model. Which makes perfect sense due to them telling they were out and then magically finding one in the back.

When I attempted to call back into Lancaster I again waited for over ten minutes before anyone decided they wanted to answer the phone, I informed the employee of the situation and he said they are backordered on my model TV and have no idea when they would get more in. Starting to get upset I asked to speak to a manager about the situation and I was transferred to the home theater section, which of course came with another very long wait!! When someone finally answered I asked again for a manager only to get put back on hold again. My timer on my phone was at almost thirty minutes by now!! I finally got a customer service manager named Ray D{removed per forum guidelines} I say his name because his service and complete lack of help or respect for me or the situation have completely turned me off from ever going back to the Lancaster Best Buy again. I admit I was upset when I finally got to him, but rightfully so, there is no reason someone should get the run around trying to exchange a two week old defective product. I told him the customer service in his store is horrible, and no one should have to wait that long to speak to someone and that I have been on the phone for almost half an hour now. Ray gave no apology and simply said they are just too busy right now. (It makes me wonder what kind of company he is hoping to run and model to his fellow employees when you have no time for customers, who kind of are the reason a retail store is even able to be in business). I told Ray my situation and he said that because there are no more TV's left I would have to wait for more to come in or just return it and there is nothing he can do right now. I told him that it's unacceptable to have a broken TV after two weeks and for you guys to not help is ridiculous, I should be receiving a comparable model to fix the situation. We went back and forth over the matter only for Ray to tell me I was being "hostile" and to complain to 1-888-Best-Buy. I never once swore or threatened him so calling me hostile is a joke. At this point I asked to speak the GM, however Ray refused to transfer me or give me the full name of his GM only telling me he goes by Steve. I asked Ray what is your last name because I'm calling back in for your GM to tell him how you have treated me, he refused of course again and said that I needed to take my complaints to 1-888-Best-Buy and that the call was over.

I called 1-888-Best-Buy and lodged a complaint with the customer relations department. The representative called the store back(which must have taken her awhile to get someone to answer the phone there, because it was a very long wait until she got back to me). Once she finally got a hold of Ray we were on a three way call where he offered me a lower model TV (Ray offered me a V series and have the W series) BUT he wanted me to pay $100 for the exchange. I become very upset for two reasons. First off I told him that the TV he is offering me is lower end model than what I originally purchased. Ray however, tried to lie and say it wasn't, before I told I'm on the Best Buy website right now and it says so right here. Ray still being the non helpful "manager" he is would not offer anything else or even a simple apology for the his actions towards me, trying to lie to me, or situation I was in. I told him I'm not looking to take advantage of the situation and get a higher model TV for free but I want something comparable. He finally offered another series TV but wanted $300 for the difference stating he was giving me a deal. I told him this was ridiculous, I didn't break the TV and I was given a defective product. Since you don't have any more of the same TV you should be taking care me of and fixing the situation instead trying to get me to pay even more money to fix your problem. Ray didn't budge and basically said it was either buy the other TV, wait till a new one comes in, or just return it. Ray said he would try to check stock with other stores to see what he could find and call me back in a couple minutes. He called back and found nothing but would not replace the TV unless I put out more money. I realize there are differences in prices with different TV's however a customer should not be told you have to wait until who knows when to get a new replacement or shell out more money to fix the defective product we gave you and apparently don't even stand by. At this point any credibility Ray had with me was completely out the window now, after him trying to lie to me and basically saying either return everything or wait for however long to get a new one.

I tried to call Ray the next day only to again wait for someone to pick it up. After about ten minutes of just ringing I decided to call another location. I called the York, PA Best Buy and guess what, they picked right up right away. The associate was very helpful and transferred me to a manager right away. The manager I spoke to this time was Jeff G{removed per forum guidelines} and he was one of the most helpful and friendliest managers I have ever met. After explaining the situation to him, he apologized repeatedly (something Ray never once did, he just refused to help) and told me he would do whatever he could to fix the situation and take care of me. Jeff informed me the only model TV he had left in stock in the Bravia 5100 series was a Z series the highest model they in that series. Instead of telling me I needed to pay a couple hundred dollars for the difference to exchange their defective product he instead said he would do everything for only $50. I was shocked at first because the customer care I received with Ray had turned me had all but completely turned me off from Best Buy all together. Jeff however just said he wanted to take care of me as a customer and fix the situation. So long story short I was able to exchange the defective TV for a new one, and I was sure this one was not a floor model! The associates Angel and Janelle in customer service were extremely helpful and did the exchange with no problem. One of the other associates who I won't name asked me about the TV and what had happened, after telling him about Ray D{removed per forum guidelines}, he informed there have been a lot of complaints about him from other customers and fellow associates. This was a relief to me to know that I was not the only one, but also sad that more customers have been treated so poorly by Ray.

I live in Lancaster if you didn't guess, however I will only go to the York location which is out of the way, but at least I will be treated fairly and taken care of, I will never step foot in the Lancaster location again. The GM can thank him for losing my business as well as hurting their reputation. A company's best form of advertising is word of mouth and let me just say I have and will continue to tell everyone I know about how bad the service was at the Lancaster location and how rude and disrespectful Ray D{removed per forum guidelines} was. The service I received in York however was amazing, especially the service from Jeff G{removed per forum guidelines} and he kept from returning everything and never shopping at a Best Buy again. Jeff went above and beyond and for that I am extremely thankful
Posted by on
I am having a problem with Best Buy as well. I submitted a claim at the end of July because the HDMI port on my Panasonic DLP failed and the bulb is starting to flicker.
First, I called in to get my TV inspected and they did not have an appointment until 8/18. I told them that was too far out and they said they could send out a 3rd party vendor and they would call back to set it up. I called them back 2 days later because I never got a call. They said, "sorry" and that they would call back with someone.
3 days later they still had not called so I called them and they said "sorry" again and that they would call back with someone. 2 days later I get a call from a vendor that advised me that they do not work on Panasonics!
I called them back and demanded that the Geek Squad come out to my house. Now it was after 8/18 anyway! They said that they would.
3 days later I get a call from another 3rd party vendor who says that they were dispatched to repair my TV! At that point I just wanted it done.
I told them the problem and they only had the HDMI issue listed, not the bulb, but they said that they would take care of it anyway. They called Best Buy back and started to search for the part.
They called and told the Repair Lady that the part did not exist because Panasonic did not make them anymore. Now, the main issue was because Best Buy did not keep track of what they were doing, Best Buy had to search for the part 3 times because they never documented that they already did it.
Finally, last week the repair person got an e-mail from Best Buy confirming that they could not get the part and they were going to send the request to the review dept (this was after the 3rd attempt to order the part) to replace my TV. I would probably end up with a voucher to replace the TV. She advised me that the process would take 3-5 business days.
I was fine with that because that would mean that I would get the voucher before the labor day sales and I started to look for a new TV. But, of course, Best Buy didn't document it again!
So this week, we find out that they have to reorder the part again!
I called and ask why they have to do it a fourth time when we have an e-mail confirming that they have already done it and they say that they just have to.
They won't accept the e-mail from their own company as documentation. They advised that they will have to go through the process again, and that once they verify the part is not in, the review will take 3-5 days.
I raise hell and get a supervisor, Ben, on the phone. He tells me that he will just get it over to the review dept, but it will still take 3-5 days. I still raise hell and says he will get it reviewed in 4 hours. that was today at 8am. I waited until 3pm and there was no call back.
I called and left a voice mail for him and still dd not get a call back.
I called on my way home from work and got another supervisor, Ricky on the phone. All he would tell me was that there was no such thing as a 4 hour turn around and that the first sup told me "misinformation".
He continued to quote me 3-5 days and said that the department that handled the review of the replacement did not take incoming calls. I asked him to call them and he refused.
I asked him to e-mail them to assist me and he refused. the most he would do was e-mail them to get them to call me, which I doubt they will do. I asked for a customer complaint line and he refused to give me one.
He also refused to give me his manager and refused to transfer me to another sup. I advised him that it seemed like they were looking out for their own interests more than mine as their customer and reminded him that we had a contract together. He refused to do anything that would assist me in any way shape or form other than quote me 3-5 business days for the turn around on the review of my claim.
I ended up calling back and got the corporate complaint line ans spoke to Leanne. I told her the issue and advised her that I was going to be out the sales on labor day because of their mistakes.
I asked her to assist and advised that I just wanted this to be resolved. I advised that I wanted assistance to expedite the process on the review. She started to argue with me! Talk about customer service! The only time I was hearing anything about good customer service from Best Buy was on their recordings when I was on hold!
Leanne went on to advise me that the 3-5 days was the expedited time frame! I said that this was not as everyone before her said that this was the standard time. She said that it was not and that there was nothing that she or anyone else could do.
I asked for the name of the CEO and at first she said that she could not release it as it was confidential. I had to remind her that it was public info and she finally advised me in an extremely rude fashion and we disconnected.
This entire experience has been one of the worst customer service experiences of my life! Every action has bee prompted by me, I will be losing out monetarily because of their inaction and poor handling. All I want is my TV and my time back!
Top of Page | Next Page >