Best Buy - Page 2

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1.3 out of 5, based on 98 ratings and
456 reviews & complaints.

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Worst Customer Service
Posted by on
Rating: 1/51
ST.PETE, FLORIDA -- I am just pasting my email from them with my original email to them, you would of thought they would of tried and contact me to help resolve the problem but its been over 2 weeks and nothing. Have to say it but I will never shop at this Best Buy again!!!

Thank you for writing to us about your Best Buy experience.

We value your patronage and it is alarming to hear of your disappointment. The level of service you received is unusual, as we are accustomed to providing the highest quality customer service at all times.

I apologize we did not meet your expectations. With Best Buy, we strive to make each experience you have with us positive and as fun as possible, and we are disappointed if we don't live up to that expectation. Best Buy relies on feedback, both positive and negative, to help us find areas for improvement and with this, a note has been submitted about the customer service you have received from the store 565. Our Consumer Relations Team will then review on ways and methods that we may be able to better the services given to all our customers.

Note: I apologized that I can't override store discretion since this was a store transaction. However, I have escalated the issue to the right department of the store manager.

We do hope you will still allow us the opportunity to continue to serve you in the future.

Please feel free to e-mail us back or contact us via phone at 1-888-BEST BUY (1-888-237-8289) for further assistance. It is our goal to retain you as a satisfied customer.

Best Buy Customer Care
Original Message Follows: ------------------------

I just recently bought a new windows 8 touch screen from you all up in Wisconsin. They told me I would have no problem returning my old windows XP once I got down in Florida as long as it was by the April 19th. I just got back from your store 565 in St.Pete, FL and they would not take my working computer with XP on it. There was a burn mark from a friend on the key board and the guy said it was damaged and that he could not take it. The computer works fine and keyboard and all the keys work fine.

Customer service at store 565 has been horrible at best. Back in December I bought a BoosT Mobile LG Optimus F7 4G LTE for my brother-in-law and the speaker was not working properly so we took it back and customer service told us to take it to the phone area for the return so we waited another 45 min for the phone guys to tell us to take it to customer service.

I have shopped at Best Buy for years now but recently with your service I am considering alternate places to shop like TigerDirect right around the corner from me. My question for you all is why should I keep shopping at Best Buy when I can get better customer service else where?
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Purchase Horror From Best Buy
Posted by on
Rating: 1/51
PHILA, PENNSYLVANIA -- My experience is like a harrow story. I purchased for my disabled mom a compact washer and gas dryer unit on line, 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 apt. 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 and 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 apt. 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 apt 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 any way 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 a 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 got 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 door bell? 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
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andbran on 02/27/2014:
my husband and I were considering getting a gas dryer a few months back. we were told the reason it cost extra for installation was because a plumber had to do it. fortunately my husband was able to fix the dryer. so maybe you could contact a plumber to set the dryer up.
nikalseyn on 02/27/2014:
Your mistake was going to BB for something like this. Contact a local plumbing company---ask around---and have them install it. Or, buy a unit from a local appliance dealer and ensure he will install it. Never rely on a big box company to do something like this---too many rules and they want you to buy all new hoses, etc.
Paul on 02/27/2014:
Big box stores come off as being the end-all be-all to supply homeowners, but the fact is they are not good at all at covering all the details. Remember that a HD or Lowes is first a DIY place. Don't know about Best Buy - I am surprised they sell something like a gas dryer. It doesn't surprise me that the gas install was missed.

As someone above said, a local appliance store is really the best place to go. It may cost a little more but for someone who doesn't want to get involved themselves it is worth it IMO.
Ilya on 03/10/2014:
Thanks guys, but I already learn my lesson and next time it will be never Best Buy. But this is a continuation saga for my mom. Best buy contacted me after my complain. Richard Arnold said that he asked the delivery guys if they did any disconnections and was told they didn't. I gave him the name of the person who did it and then he asked him and he also said no. The name and phone # was left for my mom to call him again after the new unit will be delivered, so he can come back and connect. His name was Santos. How would I know his name and phone# if he didn't leave it? But mr. Arnold did not believe me even after I told him that I have 2 witnesess to confirm that Santos did the disconection of the old unit and next morning I spoke to Santos seeking for help, but was told he is to far away and he tried to help my mom yesturday and now I am accusing him of the problem, but told me somebody from Best Buy will call me. Nobody did, but somebody just came over, did not do anything and left. Few days later the new unit was delivered, but not connected. A week later another delivery people came and connect the new unit, but the door of the dryer is very, very stiff to open and delivery guy said it will adjust with use. Will see. As of now the damage in the basement is not taking care of. The insulation probably already dry, but will it mildew? I don't know. I got the letter confirming that sins it was not the Best Buy people who caused the damage they not responsible for a claim. What a service! It took 5 weeks from the day of order to have the unit installed. And after all I was told that 2 out of 3 connecting accessories didn't need to be purchased, so I had to make a trip to Best Buy to return.
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Best Buy - Experience With Store Pick Up
Posted by on
Rating: 1/51
BROOKLYN, NEW YORK -- I ordered a Wii console with Wii Sport and Wii sport resort for 129.99 from the 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). May be all these cancellations were done so I would not get my discount? In the end I purchased the system from, 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 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.
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clutzycook on 12/20/2013:
Did you call your credit card company to make sure there wasn't an issue with them? It's rather weird that this would happen not once, but multiple times. I've ordered from BB for both delivery and in-store pickup several times (it's my second favorite form of shopping) and I've never had a problem.
nikalseyn on 12/21/2013:
Yes, I would suspect an issue with your credit card. At least you put it on a credit and not a debit card! Just think of the hassle if they had already debited your bank account!
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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."
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trmn8r on 05/28/2013:
I honestly don't see what BB did wrong here. They can't refund the entire warranty after you used most of it.

I am impressed that the warranty evidently covers breakage. That is the first time I have heard of that. Most electronics warranties involve being given a refurbished phone, computer, etc.
brandi on 05/29/2013:
I have the same plan and had no troubles. similar situation and had a new phone within 24 hours.
CrazyRedHead on 05/29/2013:
At any time did you read what the warranty does and doesn't cover and the process so you know what to expect in case something happens. It would be a good idea to sit down and read it over to make sure you are not getting a like new refurbished replacement phone.Since you are giving them a used phone you will be getting one in return. What is written in the warranty contract is what they go by not what the rep tells you. The rep could offer you the sky and stars but BB will not deliver but what is stated in the warranty that you agreed to.
HonestForSure on 06/15/2013:
Famous last words "he said." Let me repeat this many times over: There is NO retail "sales associate" that is and expert (legally as well) in the terms of an "extended warranty" or "protection" plan. Their interest is NOT you, but to keep the managers off their backs.

If you actually read the fine print (why do you think it's that font size?) , it does state that sending you refurbished phones are part of the deal. BBY does NOT give out new phones to replace broken ones. Your terms also give the administrator the option of refunding the plan on a prorated basis.

You have better odds of success at the craps tables. Purchase and deal with the carrier's stores directly for better service. Leave BBY to the scrap heap.
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"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.
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Karnamay on 05/02/2013:
While I totally sympathize with your mother's position, I can also see Best Buy's position. They have a no exceptions return policy and they have a right to uphold it. Sorry, I side with BB on this one. Someone should have returned it for her within the 30 days.
Weedwhacked on 05/03/2013:
There is a reason why companies put a "across the board" policy on their returns. Its because there can be many reasons as to why someone goes beyond the return policy. Yours is unfortunately just another one of those excuses. They make a policy and treat everyone equally, I see nothing wrong with what they told you.
Soaring Consumer on 05/03/2013:
Over a completely unopened and fairly inexpensive product and to top that off with proof of the incident, a manager definitely could have made an exception. Even though they don't have to, I think they should have made the exception for her.
ok4now on 05/03/2013:
Best Buy has always been very strict about their return policy. Pleading a hardship or medical emergency will fall on deaf ears. Other stores have a much more lenient return policy.

Amazon has a very easy no questions asked return policy. Even better is Costco. Ninety days on electronics and NO time limit on any other purchase. If the product fails, wears out or you simply don't like it just return it at any time to Costco for a full refund. Membership has its rewards, beat that Best Buy!!
bcd on 05/04/2013:
I don't consider a company to be a "morally bankrupt business" because they are enforcing a no return policy.
Jeff on 05/06/2013:
and these places wonder why more and more people would rather purchase products from Wal Mart.
Anne on 07/06/2013:
I wanted to return an antenna I purchased at BB today. It's been 23 days since I purchased it. I realized it was not working great and wanted to return it, but BB would not take it. I emailed them to just let them know that the 15 day policy seemed to little time and I get this canned response about how most people like it. Well they just lost a customer and I'm going to tell others (via FB) so they know and *hopefully* take their business elsewhere.
Angela on 07/23/2013:
Just because of their new 15 day return policy I am no longer going to purchase any items at Best Buy, which is unfortunate because we just purchased a new house and have to buy all new appliances and a large t.v . I refuse to shop at stores with unfair return policies. There are several other places to purchase whatever their selling for a better price and better return policies. So long BB
jeannep on 08/12/2013:
Do NOT buy anything at bestbuy. Purchased a printer for a school at the end of June and office was closed until August so it sat unopened for 30 days. When we tried to print cardstock it would not work at all even though the spec s said that it would. HP support would only replace exact model with a refurbrised one. Do not want the same model as it can't do what is expected. Tried to return to bestbuy and even though it was just opeed 1 day earlier and had a brand new ink cartridge also purchased unopen they said no return at all. 15 days is all they give. What if you buy someone a gift? How ridiculous is that!! Never buy form bestbuy because it is NOT YOUR BEST BUY.
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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.
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Obsfucation on 03/27/2013:
I don't see where any of your information was compromised. You can access their rewwards program by giving a phone number. If I make a purchase and give your phone number, it goes on your program, but I don't know who you are or any of your personal information. I could randomly try phone numbers until I find one that works. or I could stand in line and memorize the number that someone in front of me rattled off.
I suspect that you could work with them to gets your points back.
jbrick39 on 04/01/2013:
The buyer is making purchases and returning them, not sure why Best Buy is allowing this. They purchased electronics with extended warranties showing our names and addresses on the extended warranty. The thief was a issued a new card issued with our information on it, returning the items and getting their money back after paying with bad checks, or debit cards. I know this because the person on the phone from the store told me.

My real card was cancelled and they WILL NOT give me the points for my purchases I had already made.
I cancelled the card because the girl on the phone said there were 5 cards in my name???

This thief has been making purchases for over a month. Security called my home inquiring about these purchases, even though I was on the phone multiple times about this. I can clearly see that there has to be an employee involved if these purchases have been going on for over a month.
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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.
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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?
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trmn8r on 12/27/2012:
The choice of packaging and signature confirmation is totally up to Best Buy.

They take the responsibility to get the item safely to you. If it is stolen before you get it, then they eat the loss.

This does bring up the question of what happens if two times or more you were to call and say a package went missing. They may well start sending them with a signature required.

With this kind of item, I am surprised they don't require a signature. The only item I ever lost was a shirt, and LL Bean replaced it without argument. But that shirt was only $35.
ok4now on 12/27/2012:
After numerous problems, high prices and a horrible return policy I refuse to do business with Best Buy. Amazon has them beat with better pricing, easy returns, fast shipping and great customer service. I have purchased several big ticket items from them with no problems. It comes well packaged with no damage. Sorry Best Buy you loose.
info352 on 12/27/2012:
You're wrong, it is not up to them. The box containing the camera is not meant to be used for shipping because it has no protection whatsoever. A shake could be enough to throw one of the components out of alignment resulting in degrading image quality that could not be detected until after the warranty is void or the window to return the item. Proper packaging in expensive items is not rocket science.
Vinnie11 on 12/27/2012:
I'm not sure what this minimum-wage employee was supposed to say. It wasn't as if he could offer to package it properly himself. They shipped not one, but two items poorly so that's apparently how they handle their shipping. I'm sure Amazon would love your business.
spiderman2 on 12/27/2012:
I ship NOTHING to my house. I live in a very quiet, safe neighborhood. No one has any reason to be on our out of the way street unless you live here and I live next to a police officer. Nonetheless, nothing gets shipped here. I would either ship to the store if that is an option or find an alternate shipping address. I don't think UPS/FedEX or the USPS reads the marking on the packages anyway. UPS and FedEx are more interested in getting in to its destination quickly.
At Your Service on 12/27/2012:
An interesting on-line conversation. The employee responded much as I would have however. To begin with, no shipper can control the shipper and how the package is physically handled when it is within their control. I see packages left on doorsteps and often wonder why we don't see more 'undelivered packages' not reported. It would sure be simple enough for someone to come along and take the package off the doorstep, along with the fact that it would be easy enough for the person receiving the delivery to just claim they never got it.

As far as their responses, I would have commented the same way. If you were to say you were going to a competitor, that is very much up to you. So why wouldn't they just say so? I would have also suggested one just go to the location locally, even if it is out of your way. You can absolutely make sure you receive the product in a fashion that you expect.
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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.
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trmn8r on 12/14/2012:
It sounds like you presented your parent's credit card for payment (your mother said they added your name before the item was paid for). If that is correct, it could be the source of the problem. I don't believe you can use someone else's card, but I could be wrong and someone here will kindly correct me. That sounds fraudulent, and could be the source of the problem. Or, it is simply the case that they won't allow someone else to pick up the order. There was so much consternation in this case it seems more like the first but I can't tell.
Tezrien on 12/14/2012:
If you order from you have to pay then not in the store. Sounds like the CSR was having a stupid day. You can try calling the president of BB at their corporate office and let him know how his company is failing.
Brian Dunn - (612) 291-1000
CowboyFan on 12/14/2012:
My question is if the parents are ordering on-line, how do they talk with someone who says it is okay to add their daughter's name? It would seem to me that any conversation with customer service would in all likelihood get separated from the written on-line order. Thus, the daughter's name would not follow the order. When the order arrives, the it is not the daughter's credit card. Also, even a corporate employee may not be able to overrule a company policy as to who is to pick it up.

I wanted to buy a printer on-line for my sister at a multi-store office supply store. I called the store itself and spoke with that manager, as well as sending a fax confirming the conversation and a copy of the credit card. Then I ordered on line. That way THE STORE knew my sister was coming to pick the item up. No problem.
At Your Service on 12/14/2012:
As frustrating as the situation may have been, Best Buy seems to be protecting both the card owner and themselves from fraudulent use. I wouldn't blame them for that in any way.
Anonymous on 12/14/2012:
Think y'all misunderstood. My parents bought it on and added my name to the order, so I could pick it up at my store. will let you add a name as a recipient.

But the store still refused to let me pick it up. Even though they were told by corp office that my name should have been on the order.
Aunt Elizabeth... the chicken on 12/16/2012:
It is perfectly OK to send someone to pick-up at Best Buy.
"Who Can Pick Up Your Order
You can pick up your order yourself or choose someone else to pick it up (Friends and Family Pickup). To have your order picked up by someone else, you must select that option during checkout. You'll provide the pickup person's name, e-mail address and phone number. Your pickup person will need to show his/her ID and the order number at the store.

It's important to note that only you or your designated pickup person can pick up the order."

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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.
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CUontheFlipSide on 09/10/2012:
I believe you are mistaken about not having any recoursed because it is a Best Buy credit card. You have all the same rights afforded to any other credit card, so you need to get right on it and dispute the charges.
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