Preview Review

Next Review

Best Buy Consumer Reviews - Page 4

Most Popular | Newest | More Options >
More filter options:
Stay clear of Best Buy
By -

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). ** 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= **. This is what the clerk gave me on 12/13/10 as reference #'s.

** 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 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 ** 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 ** how that could be when I had the order #s of **. 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 **, 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. ** told me I should receive the batteries by Jan 24th. At this time ** 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 ** on the phone at 3:10pm asking her where my other battery was? I tried to tell ** how upset I was about all the mishaps that had happened and all the time I had invested in this and ** 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 ** 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 too hard to read. We finally gave her the s/n and she said she would call us back. ** 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 ** 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 ** never asked for the s/n. She then said she would call me back when she got the battery ordered.

1/20 ** 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 no way I want $40 and the $20 that ** 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 **.

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?). ** told me "who's 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 ** 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 ** 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. ** 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. ** did give me confirmation order #'s for the new battery is: ** and the order # for the return is: **. 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 ** 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 too." 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. ** 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 ** 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 **. She told me she did not know anyone by that name but forwarded me to Corporate Office. 12:45pm ** 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 ** I need to talk to someone above you. 1:00pm I have been turned over to ** (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 too good to be true it usually is.

Replies
Advertisement
Customer No-Service
By -

I just visited your store at the River City Marketplace in Jacksonville FL. As I was selecting the item I wanted to purchase (tax software) the sales clerk was very nice and attentive. No problems, so far so good. When I went to the front to checkout, all the registers were closed off and I had to go to customer service to checkout, once again no problem. As I stood at customer service there was only one customer at the counter being helped.

There were two other associates behind the counter, one that was carrying on a lengthy conversation with what appeared to be a vendor and another young man that said he couldn't ring me up but he'd get someone. A few seconds later he came out and said he was on the phone and the clerk just walked off. All this time the other associate was just chatting it up. I don't know what they were talking about but it shouldn't matter while there is a paying customer waiting. The associate that was helping the other customer could see I was getting irritated and he interrupted the gabfest going on and asked the other female associate to help me.

By this time I was already aggravated and this associate did nothing to make things better. All she had to do was the slightest bit apologetic but instead she was indifferent and seemed as I was an inconvenience to her. Then when she did scan the item it rang up a different price than the posted amount. When I asked her about the different price she said "You got to pay tax." As if I didn't know I had to pay tax. I probably pay more taxes in a year than she makes in a year. I told her I understood that but the item rang up wrong. She looked at me and rolled her eyes as if to say that's not my problem.

At this point I was done. I told her to cancel the transaction. I didn't need her attitude any longer. Then she said "Have a nice day" with a sarcastic tone in my perception. As I left the store I asked the gentleman at the door if there was a comment card or a way to file a complaint. He seemed genuinely concerned and wanted to help but I was beyond help at this point and I do regret not giving him a chance to make things right. I am in retail and I have to say if my customers were treated the way I was by my associates serious disciplinary action would be in order.

I know you get plenty of complaint emails and this will probably be deleted and forgotten about. Being in retail myself I understand this is not the kind of comment you want to share with the CEO, but it meant enough to me to share my bad experience with you. I believe it will be a long time before Best Buy gets any more of my business.

Replies
Sorry Management and Employees
By -

WINSTON SALEM, NORTH CAROLINA -- Well I had the worst experience with Best Buy in Winston-Salem store # 158. Husband went there to get a battery for his cellular which has a service plan with Best Buy and it was like a nightmare. He went in on Sunday the 1-30-2011 at opening at 11am and spent over a hour and a half in this location cause nobody knew what they was doing. He run from Geek Squad to cellular dept. the whole time and never got his battery ordered for him like covered on his plan.

Instead he had to ask someone else if they had a battery there to fit his phone and they did so he had to pay 53.86 for a battery that should have been free to him if the employees at the cellular phone dept. valued their customers but they didn't this day. So I called and spoke to a manager on this same day and they said "I will look into it and call you back."

Well they did call back but left me a voice mail saying that my husband should have never went through all that and that he would refund us for the battery he bought or order us a new one either way and he would call back on Monday to see what I wanted to do. Well to make a long story short he never called me back. I called the manager on Wednesday the 2-3-2011 and spoke to them and I let them know I just wanted a refund and he said "OK I have your receipt in my car. I will go get it." And I said "well he paid with a debit card." He said "well it will have to be a cash refund and I will put it in the mail for you."

Well today is Monday the 7th of Feb and haven't received a refund yet called again to store spoke to manager said they would look to see what had been done and call me back but never called back. I took it upon myself and call consumer relations for Best Buy the lady there ended up hanging up on me so I filed a report with Better Business Bureau so I will see what happens now.

This store needs new managers in it and I also have saved the recorded message from the manager about the refund in my phone. I will not go back to this store again. I have been run around the block for over a week and no refund been given yet. If you have had problems at this store and dealt with the same manager I did then I know you are going through a lot of mess too. I hope the BBB calls this company and I am not letting this go until I get my refund I was promised. The employees at this location are not friendly either in person or over phone so if you want good business don't go here to Best Buy in Winston-Salem.

Replies
Communications and Customer Service Issues
By -

SARATOGA SPRINGS, NEW YORK -- I was at this (Best Buy) Saratoga Springs, NY on Jan. 23, 2011. Overall experience was okay. Was given the option to update my address and spent about 4 min. doing so with the cashier. Next visit Jan. 27, 2011 the WORST experience ever with Best Buy.

Was looking for an item and a sales person ask us promptly if we needed help but had no knowledge about anything in the area. I had a RZ CERT so I went to the customer kiosk. Surprise, Surprise it would not print. So pulled the RZ CERT on my phone and was going to have the cashier type in the string of numbers. Came to the cashier and found out my address was not update from the last visit and the cashier said she couldn't type in the numbers because she was the only cashier (BTW there was one other person behind us, a BEST BUY employee with a soda). She then refused and sent us over to Customer Service.

After waiting about 8 min. in line the Customer Service lady said she could not do this. You can only imagine how much I loved the fact that you don't give a flip about my time. The lady said because of privacy issues she could not pull our information up. We ask her to, please, type in the numbers and knew it would work. After all of that I went back to the cashier to inform her you can type in the numbers from a RZ CERT. Not to be mean but to help with knowledge, oh no, she would not have it. "I am the only cashier so I can't do that, she can print out the RZ CERT."

So basically it's not that she couldn't she WOULDN'T. This store has no training in Customer Service and I am absolutely appalled by the fact you don't care about my time and money so why should I give you my money. I expect an apology for this outrageous behaviour. Dissatisfied customer.

Was working on 01/27/2011 at 13:20 (ALL THREE): The person (female) working as the ONLY Cashier had some serious attitude issues. It was that she couldn't help us it was that she wouldn't; the person (female) working as the ONLY Customer Service was unsure of things she could take care of but did tried; the person (female, has 10 yr old grandchild) over by external Hard Drives tried to help but was unsure so asked but the answer she gave you didn't carry it so we spent 10 minutes for something she recommend but didn't have.

OVERALL you have some serious Communications and Customer Service Issues!!!

Replies
Advertisement
"Ooh I'm Scared"
By -

IRVING, TEXAS -- Recently on November 10th I was in your Irving, Tx location. I wanted to purchase a PS3 and ended up leaving without one due to the service I received by one of your managers (Bob). I was looking at my different options and found a bulk stack of PS3's including a HDMI cable, controller, and a remote control, attached with a rubber band. The sign placed on this item said "PS3 160gb 299.99". When I went to check out your cashier quoted me a much higher price.

The manager on duty (Bob) met me in the gaming dept. He verified the sign and told me that it didn't state that the other items were part of the price. I agreed with him and stated he needed to clarify it better so consumers wouldn't think it was all included for the 299.99 price. He then pointed to a sign 10 feet away from the floor stack and stated it was listed. This store had 4 different locations of PS3 bundles.

As a consumer how am I to know I have to look for one sign on a shelf to find out the price of an item stacked on the floor? I am a store manager and when I am purchasing a item, I look for the small print on the signs, due to dealing with customers that don't clearly read signs. This sign did not clarify what was or was not included. Nonetheless, I understood the pricing.

The problem that I really had is with the manager that assisted me, he had an extremely bad attitude, very defensive posture, and a condescending tone. He was very rude when it came to discussing the placements of the signs. I was floored and very turned off by his tone with me. I explained that I was going to call customer relations and report him, at which point he (Bob) pulled his clipboard up to his face and then replied "Ooh I'm scared."

I was stunned. I have never encounter such an unprofessional manager in my life. If you do not believe me, I'm sure you have video surveillance of my encounter with Bob. Immediately after this encounter, I got into my vehicle and I called your customer relations dept. and reported this manager (Bob). I have never called and complained about any service I have received before that day. My company would have fired me immediately if I ever abused any of our customers the way I have been.

Consequently, I have purchased a PS3 at Target for 299.99 which included a free controller and a 20.00 networking card. It has now been a week since I first placed a call to customer relations and I still have not received a follow up call from anyone within your company regarding this matter. Several weeks earlier I purchased 3 laptops from this same location. Does Best Buy Even Care? It appears that this will be my last purchase made by my family at any of your stores due to your blatant lack of concern regarding this matter.

Replies
Employment Experience
By -

SAINT JOSEPH, MISSOURI -- First of all I want this to get to the corporate office of Best Buy. I was hired as a seasonal employee. I have had an excellent employment record. I retired from the State of Missouri in 12/09 after 23 years of service and have been a supervisor, training new employees.

From the first day of training it was a total unorganized experience. I was hired as a cashier. I was not introduced to employees even though I was required to attend an employee meeting. During the meeting nothing was explained to me. One of the young cashiers was to train me which was fine. After 3-4 days I was introduced to the service desk manager. He stuck me on a register for several hours with no training on how to do most tasks such as giving customers their reward points, and the black tie plans. When other employees would see me struggling they would run over to assist me.

Then one day one of the supervisors, took me to a register to train me. The young girl that had been training me told me to ask the customers if they wanted their reward points and explain what it was, being free, etc. The supervisor told me not to do that but just ask for their phone number to see if they had reward zone and if not to sign them up. She also did not like that I was not used to using the keys on the left of the key board. She put me on a register and I followed her instructions and asked customers for their phone numbers.

Two customers wanted to know why and when I told them they said they did not want them due to not shopping at Best Buy that often. She said "I didn't hear you ask the one customer for his number." She basically called me a liar. When she saw me use keys at the top of the keyboard she would come over and move my hand to the side keys with customers present. This was humiliating. As I observed the other cashiers they asked customers if they wanted reward zone, yet told me I was wrong. I felt defeated and humiliated the few days I was there and their training was very hap-hazard, so I quit.

When I called the general manager Benny to tell him that I was not coming back he had me come in and sign a separation form for my pay. He did not once ask me why I was quitting, nor did he seem to care. In all the years that I have worked I do not believe I have ever been treated so negatively. They had no plan for training and everyone seemed to have their own way of doing things, and I was wrong no matter what I did. I am not a stupid person, but I felt that I deserved proper training in order to be a success at this job. I can guarantee that I will never shop at Best Buy.

Replies
Debit Card Declined????
By -

BLOOMFIELD HILLS, MICHIGAN -- August 28, 2010 - 20:25 pm. I walk into the Bloomfield Hills, Michigan Best Buy. Headed back to the movie section, per instructions from my spouse, to pick up a few movies to celebrate the Detroit Lions one and only one Win in the preseason game against the Cleveland Browns (Woopee!!!).

I get to the horror section, and am being spied from 3 different angles, presumably to see if I am shoplifting anything. When it is apparent there will be no action from this customer tonight, at least 4 sales dudes come up to me and ask me if I need assistance. I politely say "No, thanks, just looking", and each and every one give me the evil eye, as if to insinuate that truly I must be a shoplifting genius just waiting to strike.

Uncomfortable in my forced role-play as shoplifter-in-waiting, I grab three movies and head toward the check-out. I wait in line for a long time, as there was only one cashier on duty. The line got longer and longer as well, so there would be more audience for the charade about to begin. I walk up to the cashier at her prompt.

She asks me if I have a Best Buy Rewards Card, to which I reply 'No' (My Mistake #1). She asks me very politely if I would like to sign up for one. I said 'Sure, why not?' (My Mistake #2). She starts typing my info into the register, misspelling everything until I turn over my wallet with license. She gets all that typed in 5 minutes later, and the crowd is already fuming (at me, I guess). She has repeated my name aloud in front of the crowd at least a few times while she was typing it all in.

Then, I whip out my debit card to pay for these three movies. The keypad is sticky and I have to clear the pin number entry and try again. She reaches over and presses some button on the keypad and in two seconds declares as loud as the Detroit Lion's game referee 'DECLINED'. OK, so I am instantly humiliated and in disbelief because I know there is plenty of money in the account, so why is it declined? I say, "If you can hold on, I will run out to my car and get cash." She looks back at the crowd and says, "OK", and the crowd is fuming even louder.

I run out to my car, retrieve the money, and run back in, dropping twenties along the way in my frenzied attempt to not hold up the line anymore (Now that they all know my name thanks to fog-horn betty at the register). She is there gossiping about the evil me, first a presumed shoplifter, now a runaway purchaser. I hand her the cash, take my 3 movies and get the hell out of there.

Yet, still I am wondering, why was my card declined, or maybe she fabricated a lie for the amusement of the line people? I get home, call the bank and at first they don't have any record of a Best Buy transaction at all. Then the bank's customer service say's "Oh here it is. Your card was declined due to a wrong pin number entered."

Then I remember her reaching over the pin pad and it all makes sense. Why did she not have me try the card again, or run it as a credit? Why did she reach over and press the keys on the pin pad for me? And what was it that she pressed? Maybe the cancel button or cleared off a pin number or something? And why the continued repeating of my name for the consumption of the line people?

The next day I called the Best Buy store and whined to the head cashier guy and then the manager. My point of whining? Isn't there a policy to retry the card as a debit or credit? Especially when the customer is sure of the bank account amount??? This cashier was the judge, jury and executioner all in one. And the humiliated (yet totally innocent) customer slinks off feeling 2 millimeters high.

Replies
Best Buy: Floor Employee Too Stupid for Customer Service
By -

Best Buy location: Fairfax, Virginia, USA. Little River Turnpike and Frontier Drive. I go into Best Buy store for a GPS Garmin 255WT. They tell me after 10 minutes of simple questions: "This model works best out of all of them, and it's cost effective, and this and that and this and that, and also, the unit gets FREE map updates."

I go into the store for GPS questions after I bought, 2 days after. I go looking for a screen protector afterwards in there. There was a girl that helped me and said "This is one that is for everything. All phones, all devices." But, it was $20.00 or so with tax. I go looking up a Droid X and its screen size. A man in a wheelchair asks me what I need, and I say la la la, "I need a screen protector for this size and the Droid X one looks like it might work."

He say "OK I think the best option is to look it up on the computer like you are doing right now. I think the people over there can show you a good one." He goes somewhere else, the girl comes back at me, and says "Yeah this is the Droid X and yeah." Me, "Yeah but do you know the exact measurements?" Her "No." Me, "That's the problem." She leaves. I say "screw it" and go and compare phone screen sizes to my Garmin GPS.

I think OK, I'll just go to a tech store. I ask the front if they know where one is. They say "Whoa I think we have GPS ones specifically." Me, "Yeah, but cheap. I can't be spending $20.00, it's too much." He goes over to a movie stand and accidentally pushes a plastic sign over and it snaps and breaks a little bit. He asks the same girl, and she says "Yeah the one for $20.00 works just fine and we can do it for you for $9.00 extra." She said this a few times before even after I said "Here, look at this wallet" (I show my perfectly sealed red duck tape wallet without flaws, to her).

So after she says her stuff, the guy utters "Man I make $10.00 an hour so." I think nothing of it and say "Yeah I make $250 a day." The girl says "OK guys move it apart" or something. She actually thinks it matters. HAHA. So I say "So, yeah do you know of any place for tech stuff around here?" "Yeah Radioshack." "Oh right Radioshack." I leave. "Thanks!"

Best Buy is an extremely over credited and overrated company as a whole, and as individual. This is a strong bond that is sometimes unbreakable. They do not supply even a quarter of the things that actually work, or make sense that are either bigger bang for buck or warranty related. I'll give them 1 thing, at least some of the employees are very honest and say "Listen, this one gives you a better bang for buck, no loose ends. It gives you the screen size, it gives you this and that and the other."

But the sad fact is they are either making money for the company Hint Hint or they are totally stoned and know almost nothing about the product, or they are selling something that was meant to be used only in Europe and is being sold in the USA. This is in fact a very small list of things that people have complained about I am sure of that, the question is, will anything happen to change this to a positive output. I didn't know that they trained employees to boast about their pay check. They need to think about who they employ in the first place. If anyone is looking for me, Ask for Squire, AKA Irish Bloke 23.

Replies
Advertisement
Customer service/shoddy practice
By -

MELBOURNE, FLORIDA -- Gateway laptop model # NV5378u. On Friday June 18, 2010, I bought a Gateway laptop model # NV5378u for $479.99 using my debit card at Best Buy located 1900 Evans Rd Melbourne FL, 32904. Monday June 21, 2010, I realized that the same laptop was available online for $429.99 and in store pick up was allowed. I returned to the store with my original receipt and a printout from the Best Buy website. I was being helped by two very nice customer service reps.

One of whose name is **. They were able to get the process started for me and I was told after some inquires on the customer service reps end that the adjustment should not be a problem as they do have the items in stock and in store pick up is allowed.

Here is where I became very disappointed with the store. ** needed a manager's override to finish processing the transaction. Tom **, (**'s manager) came over and was given a detailed explanation from Raphael as to what was being done and why. Mr. ** very flippantly flicked the printout back in Raphael's face, said, “It's an outlet item”, and walked away. Not once did Mr. ** address me as the customer to even try to explain what all this meant. He left Raphael to handle it. ** followed Mr. ** and tried to get an explanation from him as to why this transaction is not allowed.

After a few minutes of going back and forth with Mr. **, Raphael told me that Mr. ** would not allow him to process the transaction as the item is an outlet item which means it's refurbished. I was taken aback as there is nowhere in the Gateway laptop's description that says REFURBISHED.

I did some research on Bestbuy.com and I have attached some printouts for you to review. The first is the Gateway laptop, which I purchased, and you can see there is no indication of this item being refurbished. If the item was indeed a refurbished item, then I believe that this would fall under the category of “deceptive sales practices,” since by omission of this detail, a reasonable person would be led to believe that he/she was purchasing a brand new item.

The second is a printout of your refurbished laptops, which are clearly marked refurbished. To resolve the problem, I would like you to honor the adjustment and refund my $50.00. In addition, you should have some in store customer training for personnel regarding customer service. Also, to remind workers that the customers are the one who are keeping the company in business. I look forward to hearing from you and to a resolution of this problem. I will wait for 48 hrs for a response before seeking help from the stores Regional Manager and or the Better Business Bureau of South East Florida.

Replies
Contemptible Customer Service
By -

HOUSTON -- OK, last year we purchased an Insignia GPS device, and paid a bit over $100.00 dollars for it as it was on sale. Anyhow, I needed it for a trip to West Texas and I have not had much use for it since and it's been stored away and out of thought. So, a few weeks ago, I found that I was going to need it, and noticed that my online service was expired, so I went to the Best Buy website to try to renew my subscription.

The one year fee actually cost more than what I paid for the new unit and the 1 year subscription that came with it. I would be better off tossing my unit out, and purchasing a new unit for less money. However, I noticed that there was a 3 day subscription option for only about 5 dollars after tax, which is what I went with. I went through all the instructions, registering the unit's ID number and my credit card information for the 3 day subscription. Sounds simple enough, right? Anyhow, as I came to the end of the transaction, I got an error message stating: "Device renewal failed with error code 400201. Please contact customer support."

OK, so I called, and waited, and waited... Finally I was able to speak to a representative who informed me that their systems were down and I would not be able to get my subscription renewed until the following week. Well, this did not help, as I needed the service THAT day. I told the rep, "No thanks" and that it would be of no use to me the following week and left it at that. About a week later, as I was going over my checking balance, I noticed that I had been charged for the service anyhow.

So I called, and got no answer... I called again, same thing... Finally after several attempts, I got through, only to be transferred, and transferred again, and again, and again, and finally I was told to call a 1 800 number, which I did, only to have my call go unanswered again. At this point, I just said "Screw it, that 5 dollars was not worth this much trouble." Anyhow, I have some running around to do tomorrow, and will be needing the GPS again.

So, I went through the same thing as I did before... I went to the website, registered the number, added my credit card info, all the while thinking that they must have just been having problems that time I did this before. Well, lo and behold, at the end of the transaction, I got the exact same error message, and was told to call the 800 number again. So I called, and first thing I get is a recorded message telling me that my wait time will be more than 20 minutes! 20 MINUTES!!

So as I am typing this, I am actually on hold, waiting for the privilege of speaking to someone who can inform me if I will be able to have the GPS service that I need and paid for, or am I just going to be SOL again and charged for nothing.

This kind of treatment by Best Buy is beyond a joke. I spend my hard earned money there to buy one of their products, and I can't even PAY to have the service... I mean, I get to PAY, but I am not able to get anything for it.
And waiting for over 20 minutes on my cell phone (as I have no landline) just to rectify a situation involving 5 dollars is infuriating. You would think that Best Buy could afford to hire a couple more customer service reps to address the customers who keep them in business.

OK, as I was writing this, I got someone to answer, and they said that they would need to transfer me to the proper department. After almost 20 minutes of waiting I was speaking to the person supposedly able to help me, when I was abruptly cut off. OK, I've called back and I am on the phone with someone, however, I have just been told that it will take at least 3 days or more to rectify this situation. OK, I was just transferred once again, where I waited for 12 minutes, and was disconnected.

This is utterly useless. So, I called the local store and asked for a manager. After a brief wait on hold, I spoke to the manager on duty, and was given the options of coming to the store in person so they could look at my device to see if it is a hardware issue, and if they cannot repair it, then it would need to be sent off to be repaired.

When I asked if I could just have them exchange it out with one that they KNOW works, and try to resolve the problem on their own time instead of mine, they said "No," but I was welcome to purchase a new one. Next time, I will make sure to purchase my electronics from a more reputable store. Never again will I purchase a solitary thing from Best Buy and I am telling all my family and friends to avoid them as well. Thanks Best Buy... I'm sure you don't care, but you have lost a customer forever.

Replies
Top of Page | Next Page >

Best Buy Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 75 ratings and
428 reviews & complaints.
Contact Information:
Best Buy
7601 Penn Ave. South
Richfield, MN 55423
1-800-369-5050 (ph)
www.bestbuy.com
cr@bestbuy.com
Product/Services
Compare Superstores