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 -- This is a follow-up to my previous review of Best Buy and the mishaps that have occurred over and over again in the last 18 months. I have spoken to Ana, their representative that was going to speak to all concerned parties and respond with an answer as to why my orders are not going through on the computer.
Why the sales people have messed up every purchase made by phone and why no confirmation nor order numbers have been provided in at least six separate transactions. Why every time I try to buy something on sale, the computer has a glitch when I try to check out and the sale disappears and I lose out on the buy. No notes exist of these transaction. They too mysteriously disappear.
Quite amazing, I drive to the store after they have a price match guarantee and then told they can't do it. So, I have wasted my time, gas and weekend. Anyway, Ana has yet to call me back. I am out a Samsung Galaxy Note 3 Phone, that compared to Amazon is over $150.00 more. I am out an all in one computer Celeron, that is $200 cheaper at Tiger Direct.
So folks, you judge for yourself. Is it worth it? Ten separate sales, ten separate mistakes, excluding the above mentioned two. No explanations, no ideas and unless you speak to Minnesota Corporate, you shall be speaking to totally incompetent staff who know nothing, doesn't care and rush you off the phone.
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.
ST.PETE, FLORIDA -- 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 keyboard 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 elsewhere?
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!!!
ONLINE/HARRIMAN PICK UP, NEW YORK -- The week after Thanksgiving I bought the iPad Air for my husband as a Christmas gift. Best Buy had a good deal because they were giving a $50 store credit when you bought it. It was full price, but with the $50 off, it was worth getting. It never said when the email would come with the $50 credit. I bought it online, but the gray had to be picked up at the store. After Christmas I called the store about the rebate and they were very nice. However, they didn't know anything about how the $50 would come. They said to call the online dept.
I called online and they didn't know and they said to talk to the customer service online so I did. They also didn't know and told me to call the store. One representative I spoke to said maybe a rebate would come after Jan. 15th because that's when you have up to to return electronics from Christmas and sometimes the rebates don't come until then, but they weren't sure. I also emailed Best Buy to ask them about the $50. I got a response saying to call the online help. I responded to the email that I had called online and store to no avail. I haven't heard back.
I wanted to buy a case for the iPad with the $50. Now I'm at a standstill and feel it isn't fair that I had to track down the $50 that should have been sent to me. All of the reps were very kind. That still doesn't make it fair, though. I still don't know when and if the $50 will come.
LYNNWOOD, WASHINGTON -- Geek Squad couldn't care less about the repair needed on your purchase. 16-month-old 55" flat screen blew something. We called in the appointment, they ordered parts. We went to track the parts and found out that Geek Squad ordered them to be delivered around, hence they would arrive after the set appointment. Excuse me? Customer Service was, for the most part, rude and hung up on me.
I finally was able to speak to one CS person who was cooperative and seemed to be assisting. The Best Buy Store would not assist with the issue, they were more or less the attitude of "whatever". I will not purchase from Best Buy again. All Best Buy and Geek Squad care about is taking your money, that is it. They couldn't care less about customer service or product.