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.
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 person's 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 someone else's purchases?" She apologized and said she would look into it. That started me calling again starting at 11:00 am 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 herself and talking over me and so nasty and rude.
I hung up and called the Reward Zone 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 Best Buy does not take consumer personal information seriously.
CALIFORNIA -- Agreed! Their ads are misleading and misrepresenting. I went in a few years ago to buy a laptop for my boyfriend bc their ad said it had blu-ray ROM, but of course the same model they had in the store did not come with it. They just said sorry it was "misprinted" and we can't do anything about it. I wrote a review on their page and they didn't publish it because they didn't want anyone to know the truth. So I stopped going until recently... and of course I was disappointed!!
Their sales representative sold my mom many useless things that I do not need. She bought them for my birthday and upon receiving them, I tried to return them, but the return date passed a couple of weeks after the 15-day policy. They have a policy that will allow their rewards member an extension, but their return department at the store will not allow me to return it simply because of their 15 days policy--they leave it up to their manager to decide.
I've been their rewards program member since 2003, but they refused to allow me to return them. The items were never opened or used. I even wrote to them and showed them pictures after going into the store--of course they gave me the runaround like to call them or go to a store, which I did call and go again without any luck.
However, the person who was returning their item that has been melted because they left it in the sun was allowed to have their item end returned even though it passed the 15 days policy as well. This is a discrimination as the manager allowed for that transaction while denying mine when mine was in perfect condition. I can even provide the approximate time and date for them to check the security cameras for proof. I do not recommend anyone to purchase anything with them and seeing that their rating is so bad by other buyers, I can see why!!!
FLINT, MICHIGAN -- I got Best Buy's credit card and used it a few times, several years ago, and during a three year time, bought two computers. The last one I got all the extra warranties, and after the year paid for extensions. (I didn't notice the amount.) When I had a problem, took it to Geek Squad to be told the warranty had "run out". I found it strange for just had renewed it. Found out all had been renewed but they didn't renew one for "it cost less for warranty than what the costs would be!" I was furious and said I would never use them again, for the costs were very high, and cancelled the card, left never to return!
I stopped getting their advertisements in the mail; same with statement. Last October, something said to check my charge card bill, and found they had not closed the account, but instead added a yearly membership. I was furious, called both my charge card to reverse charges and Best Buy thinking it was the last of it, and again cancelled the card!
Today received an email saying Citi Bank had bought my card and... called them and they said I was still current. In anger, I told them I had cancelled previously and didn't have the card. They said I still had the card. I told them I wanted it cancelled and they said before I could have it cancelled, I had to listen to their terms.
I asked if there was a balance, they said no, and again asked to have it cancelled; again I had to listen to what they wanted to tell me. I refused and asked to speak to their Supervisor. I told her I wanted a letter stating I had been cancelled for proof. Am still waiting for it. Be sure to check your way of paying the membership for if you had cancelled, you might find you had not!
FINDLAY, OHIO -- I wanted to buy a mechanical keyboard, and I accidentally bought one without a number keypad. I called to make an exchange, but I was told that I could not return it to the store because it was a special order. I would have to pay shipping. I bought the keyboard from Best Buy because there is a store close by and you can return items to the store. I asked how I was supposed to know it was a special order, and they said, "Well because it says it ships in 1-2 business days." Yes folks, you are supposed to understand it is a special order by this strange shipping condition.
But wait, because it gets much better. I was then told that I should have known it would not have a number keypad because it is a gaming keyboard. I am typing this message on my Razer Anansi with number keypad. I have a $3k gaming computer that came with a full keyboard. I tried to explain that the description did not mention that it did not have a keypad, and I did not really look at the tiny picture because it was just a plain keyboard. I tried to point out that a standard keyboard comes with a number keypad. But I was told that I should have studied the picture to determine if it had a number keypad.
When I complained that I did not realize that it was a special order subject to special return rules, the escalation department then told me that I had not called about special order status. He informed me that I had called about the number keypad. I had to insist that he listen to what I had to say so I could explain that I bought the keyboard from them because I could return it to the store. He was rude, abusive, condescending, and completely unreasonable. When I asked him why he did not want to work with me to make an exchange, he again pointed out that I was basically an idiot for not seeing the keyboard did not have a keypad.
Do yourself a favor and avoid Best Buy online. I have bought a ton of stuff from Amazon and have never had such a problem. They have the exact same keyboard I wanted at the same price. Best Buy is going out of business for a reason. There is no excuse to treat an online customer like this.
Follow up: When I went to ship the keyboard back to Best Buy, UPS could not find the address that was preprinted on the Best Buy Return Shipping Label, so I had to call them from UPS to find out what was wrong. It turns out the label you get has the WRONG return address on it! They cannot even print the correct return address on their own return address label!
FORT WORTH, TEXAS -- First off, in order to receive any type of customer service you have to be approached. Almost every time I go into best buy (even if the store is practically empty) I have to hunt down an employee for help. Today (16 Aug 2013) I have a return, I just bought a new vehicle and am needing to return a radio purchased through best buy just a month and a half prior to this day. I am told by a cashier that because I am not a "Silver Rewards Member" that I only have 15 days to return an item, and offers to return the $17.99 antenna conversion for the radio that was bought at a later date. I purchased the radio for $249.99.
I request a manager, who honestly did not seem to be the slightest bit interested in my ordeal. He came off as very "smart alec" and unconcerned. He again pretty much told me the same thing I had just heard. At this point, I even offered to take store credit and spend the "credit" in his store today. He looked at me with a blank stare and repeated what he had just told me. I asked for the store manager, he replied, "That's me". I have his card and he is clearly not the store manager; he is only over a particular dept.
I said, "Okay give me a corporate number with your name, number, and store position". He did, and when I asked for an extension to the "1-800 #" he gave me, he refused. I asked him again for the extension and he laughed and refused again. He started talking while I was, so I spoke over him asking him again for a return. He then proceeded to call the cops and said I was "disturbing the store". I gathered my stuff (that I no longer have a desire to own) and left.
I will never return to best buy, strictly based on the consistent horrible customer service and the lack of responsibility that the store and their employees have for their repeat customers. No wonder this corp. Is going bankrupt. At least circuit city had great customer service. What happened to the days when companies stood behind their product and bent over backwards for the customers? Oh, that's right. We got rid of all the "mom & pop" operations and bought them out. SUPPORT SMALL BUSINESS!!! Sincerely, an army/ Iraq veteran of the United States of America.
LAKEWOOD, CALIFORNIA -- My daughter ordered an open box Macbook Pro and got a confirmation. Another email was sent to me by Best Buy saying "IT'S READY FOR PICK UP". This email was date stamped July 10, 2013, 8:04:22 AM PDT. I drove 30 miles to Best Buy Store # 127 in 5101 Clark Ave, Lakewood, CA. I was there today, July 10 at EXACTLY 11:35 AM - the store Camera can verify that! I'm the guy in Blue Shirt, and Dark Pants in the store pick up counter.
A store associate (White Girl/or Latina, Blond - please verify your camera!) took my pick-up confirmation copy and I was told they don't actually have the item available!! I talked to the White guy by the main entrance and asked for the "MANAGER" to help me out. He called somebody, another white guy who I assumed is the "MANAGER" checked my paperwork, went to the pick-up counter and talked to the girl that accommodated me and I was told the same thing: they don't have the item available!!!
Now both of them told me there is a exact item in Best Buy in Westminster CA (Another 15 or 16 miles away!) and they can transfer my order in there and pick it up right away. I have some more questions but both the "MANAGER" and the clerk left me in the counter!!!!! So frustrating!!! Check your store cameras guys!!! I drove to Store #111 Westminster CA, and was informed that the order is not ready yet, that if I'm in a hurry, they can cancel the order and I have to pay upfront to get the item right away!!!
The girl in the counter is a young Latina. I was just so mad and frustrated because they didn't even do anything to help me or facilitate the order... The time I was in the counter is around 12:35PM. Again, The store camera can attest to that. I have all order paper, confirmation, and pick-up order emails in hand. I can email this to anyone who is interested to investigate this scenario. Again I challenge these stores and the Managers to look at the cameras!!! Please improve your customer service!!! Don't waste our time, money, gas and effort!!! By the way, I don't complain and Hide; My Name is JOEY **, email me at ** and my cell # is **.
SEATTLE -- Best Buy sold me a lemon iPhone and failed to replace it although I was paying them $23/month for insurance. When I upgraded to an iPhone 4 last year, Best Buy's Mobile salesperson talked me into signing up for the protection program, assuring me that it would cover replacement for my phone if anything happened to it. Best Buy started charging me $22.97 each month. My iPhone 4 had a chronic problem: when I received a phone call, after the call connected, the person calling me could not hear me for 8-10 seconds, and they often hung up, thinking the call had failed.
The same thing happened when I placed outgoing calls - I could hear the other person answer, but they heard me only after a delay. Again, I got hung up on frequently. I took the phone back to Best Buy, and was told they were sending it in for replacement. When I received the “replacement,” not only had the problem not been fixed - now the phone also regularly dropped calls mid-conversation. This happened in areas where service was 4-5 bars strong. Sometimes the phone dropped out twice or more in a 20” conversation. It was completely unacceptable. I went back to Best Buy.
This time the Mobile representative I spoke to told me they hadn't actually replaced my phone the first time I brought it in…they had “refurbished” it, and the delayed connection and dropped calls problems were related to a software issue. He uploaded some software patch and assured me that this time it would work. It didn't. Each of these visits to Best Buy took 2-3 hours, not counting driving time - just waiting for a representative to be available and waiting for them to address the issue. I was fed up, and stopped in at my neighborhood AT&T store, where I was told I just needed to replace the SIM card.
I tried that, without success, so I gave up and went back to using my iPhone 3, which actually lets me talk on it without connection delays and dropped calls. I posted this only after trying without success to get resolution from Best Buy Corporate Customer Service. That's why I use an iPhone 3 while I wait for the contract to run out on my unusable iPhone4.
MINNESOTA -- HORRIBLE, HORRIBLE! I purchased a product for my husband for Christmas and was told that it could be picked up in-store by the 19th. I called on the 19th and the order had not even shipped yet! I was told that it took their system four days to process the order. Why four days when they received payment for order within 24 hours of my purchase? What happened to the additional three days?
After spending hours on the phone with customer service and a manager who did not seem to care about finding a way to fix the situation, I only have two options. Purchase another item and pay for two, yep, two, because they are unable to cancel the order, or hope and pray that it is here before Christmas so that my husband has something under the tree on Christmas day. I will NEVER shop with Best Buy Online EVER again and refuse to recommend them to family and friends!
OHIO -- I purchased some items online from Best Buy during Black Friday. On Dec 7 they canceled my purchase. After spending 93 minutes on the phone with them they said the package was damaged at their warehouse and they wouldn't deliver it to me. I am okay with that, who wants damaged products? But they also would not send me replacements (they are still available) at the Black Friday prices. Terrible results. Bait and switch or deceptive sales practices, either way who wants to do business with these people? They should honor their agreement to sell me what they said they would for the price they agreed upon.