COVINGTON, LOUISIANA -- My 17-year old son saved $1000 from his job to buy a stereo system for his truck. He picked out what he wanted and asked to speak with a salesperson. He waited and no one came so he went back to the person who said they would find someone. A young guy finally came out and said, "yeah what do you need, I got to get back to work."
My son said never mind and walked out. I wish he had gotten a name or asked to speak with the manager but he just wanted to leave. This is awful customer service and obviously the sales people do not work on commission. We will happily spend our money elsewhere.
CHRISTIANSBURG, VIRGINIA -- I purchased a cell phone from Best Buy. I also chose to purchase a protection plan that would be charged to my credit card on a monthly basis. A year later, I purchased another cell phone. I then contacted Best Buy and requested that they cancel the protection plan on my old cell phone and to discontinue billing my credit card for the protection plan.
Five months later, I noticed on my credit card statement that I was still being billed for the plan. I called Best Buy numerous times to address the issue, but to no avail. My claim for a refund for the 5 months (after I cancelled) was denied and my card continues to be charged monthly.
COUNTRYSIDE, ILLINOIS -- I bought a Sony laptop June 9th from Best Buy. Today June 21st, I saw an ad from Sony.com for the same laptop for 649.99 and 100 dollar gift card from Sony. I went to the store in Countryside Il and went to customer service. I showed a girl named Mary the Sony ad and she told me the only way Best Buy would do it was for me to return the laptop and then I would get the 50 dollars, but not the gift card.
I asked her if she knew what she was doing and she got smart with. I asked to talk to a manager, the guy looked about 18 or 19. I asked him if he was a manager and he said "yes". I told him same as I told the woman and he said the same thing. I asked if he knew what he was doing and he got smart and needs a slap. Best Buy has changed. Now it's 15 days for returns not 30 days and receipt in back has nothing on it. I'm going to return the laptop and order from Sony. Will never buy again from Best Buy, another Circuit City soon.
SANTA CLARITA, CALIFORNIA -- I bought a software 20 days ago, which was not opened or used, and they refused to take it back since they have a new policy as of March 3, 2013, that all merchandise must be returned in 15 days, period. On the same day I purchased the software (for $20), I also bought a gift card for $125 for a family member, and that was not impressive to the manager of the store. The customer service fellow told me to sell the box of software on eBay! I will not be shopping back at Best Buy on principle. I now have a rigid policy of no-return to a store where they are inflexible and sarcastic, and unapologetic.
FINDLAY, OHIO -- Purchased tablet three weeks ago, used a couple of times. Went away for ten days, tablet stayed home. Returned home last week, tried to read the news on the tablet. Right in the middle of reading a cracked formed on the screen out of the clear blue. The tablet has hardly been used. Never dropped or had any other bad treatment. Everyone's passed the buck, Best Buy and Nukousa (the 30 day warranty people). No one wants to help. What's with that? Even sent a complaint to Samsung about all the poor service. They make you jump through 20 hoops to get a message to them. I've now wasted my whole day without any help!
ST PETERS, MISSOURI -- We ordered and paid for an expensive dishwasher at Best Buy. We were told to get the color we wanted. We had to wait three weeks which was fine. Three days later we received a call from Best Buy and we're told we could no longer have that model but they would send the next newer model instead for the same cost and everything on it would be the same or better.
After getting off the phone with the representative my husband and I researched that model. It was NOT the same at all. The biggest difference was it does not come in the color we ordered. If we had not done the research on our own we would be waiting three weeks for an appliance we paid $1000 for and would still not have the correct item or one that we would even settle for.
The representative told us the model we originally ordered was no longer available anywhere. We have now found it at another store and have purchased it there. First, they ordered us something they couldn't get. Then they lied about the replacement one. Then they lied about the original one no longer being available. What a waste of time! We won't be buying from them again!
MADISON HEIGHTS, MICHIGAN -- First, I would like to state that I have always loved Best Buy. When I was a kid for me going to Best Buy was like going to Toys R Us for other kids, and when going there I always felt like a kid on Christmas morning. This love has been going on since Best Buy was opened close to 15+ years ago. I love how they are set up, their selection, the aesthetics of the displays and just about everything in regards to the store.
Unfortunately, that was until my unfortunate experience yesterday. I purchased a VSS4000 StartSmart remote start unit for my 2012 Mazdaspeed 3. I wanted the 3000, but the Geek Squad installers told me that only the 4000 would work with my car, OK $100 more. Installation was supposed to be included in the price, but they tacked on another $130 for the install, plus parts, so my $300 unit with installation ended up costing me $590. Wow, but OK, I thought it was worth it, it was a Christmas present from my girlfriend to me, and I figured just get it and be done with it.
I set an appointment and was told they would need the car for 5.5 hours. Darn, but ok, take all day just do it right, right? Not so. I had to take an hour off work to drop off the car, had to arrange for transportation back to work, and then arrange for transportation from work to get the car. No problem, all day I was so happy I was finally going to get my remote start to keep me warm in the winter.
I dropped the car off at 10 AM, and told them I would be back at 7.30 PM. I get a call a little after 4, everything is going great, and they need my info so that I can set up the service plan from Viper to be able to send a signal to the car. I set up the plan and paid $113 for 3 years of service. At 6.40 PM I get a call stating "sorry, no can do, we had the car apart, we're on the phone with tech support for 3 hours and it just won't work." So, after all day of being happy and impatient to get my Christmas present installed, you can imagine my disappointment.
Best Buy was good enough not to haggle over a refund, but that does not include the $113 I spent for the service plan from Viper. I still have to waste my time trying to get that refunded. Also, the $600 I paid at Best Buy was refunded to my debit card, so the funds will be on hold for whom knows how many days. Of course, I asked to speak to a manager regarding the problem, hoping that for my trouble and their incompetence I would be compensated with at the very least a small gift card for $25 saying sorry, at the best a $100 gift card.
The manager came, and already had a look on his face like he was eating dirt. I explained my problem to him, and the entire time he was not only anti-sympathetic, but he was actually a jerk about the whole thing. I explained to him what happened, and he told me, "well we did all we could." I asked him, "why was I sold something that would not work in my car, made to waste my time, take time off work, have someone waste time taking me to the place, have my car taken apart, have to now fight with Viper for a service plan refund, all for nothing?"
The manager actually smirked at me and said, "What do you want me to do? It's not our fault/problem." I asked what went wrong, why did this happen, and how can we make it work. His reply, "I don't know". Even a mediocre manager would 1) sympathize with my problem, 2) try to resolve it or provide steps to get the problem resolved, 3) minimally compensate me for their ineptitude and failure to understand the product. I never thought I would say this, but Best Buy = Epic Failure in product knowledge, management and customer experience.
INDIANAPOLIS, INDIANA -- 6/5/2010: I am writing in regard to unpleasant customer service experiences had at store 232 on East Washington Street in Indianapolis, Indiana. The whole issue revolves around the replacement of an Apple IPOD, covered under the Performance Service Plan for CPU & Wireless products.
Obviously, my white IPOD was broken. It was brought to the store on 5/17/2010. Upon inspection of my clearly broken IPOD, I was told by management staff to go pick a new replacement IPOD in store. I did as instructed and returned to the customer service area where I was met by yet another manager who informed me that no, they would not swap it out, and no I wouldn't get it fixed today. In fact, they would send it to their Service center so that it could be repaired. I agreed and the item was sent out. We'll call this lovely lady **.
About two days later I received a call that my item had arrived at the store. Upon arrival I immediately noticed the box said "Refreshed by Best Buy" and noted the item color was black. I understand that the replacement items, per the service plan, are allowed to be refurbished.
The problem at this point was that I had a white Apple IPOD, and now I have a black one. I compared the experience to buying a black car, and getting a green one as a replacement. If I wanted a green car, I would have bought a green car in the first place. So ** who is apparently the only management staff EVER at Best Buy, reluctantly sent the IPOD back to the Service Center to be replaced with a white unit.
This time the IPOD was sent directly to my home. I opened this package, as I assumed that the Service Agreement had been fulfilled. After I'd opened the black box my "newly" refurbished IPOD was contained in, I noted that the "IPOD" had no Apple logos to be found. Now my $350 dollar "IPOD" is a generic MP3 player. I'm sure you can understand that in buying an Apple product, you are paying big money for that brand name.
So, I called store 232 and asked to speak with **. She had just walked in and apparently was headed to a meeting. So I left my name and phone number for her to give me a callback. This was at 10AM. By 4PM, I'd still not received a call from ** or anyone from the store. So, I called back assuming that her meeting was over, only to find that ** was on lunch. Awesome. So I waited around for her call, which came at around 5:30PM.
** informed me that not only had the service plan had been fulfilled, but that she would no longer speak to me about his particular matter. In fact, she would only speak with my father, whose name the service plan is in. Apparently, ** forgot that Service Plans are transferable, so I had my father sign it over to me.
I found this pretty hilarious, as I've been dealing with her for the last 3 weeks and suddenly I'm no longer the customer. For all she knew, I used daddy's card to purchase my IPOD & I AM THE CUSTOMER. The way she treated me over the phone was absolutely inexcusable and if this is a reflection of Best Buy's customer service standards, then I will be glad to get this issue resolved and never return to Best Buy again.
Then, I went in store to give Best Buy store 232 one last chance to make this situation right. I waited for about 15 minutes at the customer service area for ** to stroll over. Immediately, she has a bad attitude. I brought Apple's Warranty with me to show her the contents, as she apparently was not familiar.
The PSP states "The Plan is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this Plan continues to provide the manufacturer's benefits as well as certain additional benefits."
At this point, I haven't seen the PSP even meeting the manufacturer's coverage, let alone "adding certain additional benefits". Apple's warranty states that the "Warranty applies only for the hardware product manufactured by or for Apple that can be identified by the 'Apple' trademark, trade name, or logo annexed next to it" ( this warranty information can be found on Apple's website.).
All ** could say was that "the service plan had been fulfilled" and that according to her & the GM, there was nothing left to talk about. I literally had to say "Are you going to let me explain why I am here?" I have always kept my cool and kept my mouth shut and even let her be rude to me, but at this point I have had enough.
Firstly, a manager should never escalate the situation by being rude. In all my recollection, I have never had another staff member at Best Buy treat me poorly. ** is the exception to the rule. Not only would she not help me, but she refused to direct me to someone who could.
When I asked for the name of the district manager, she told me to call 1-888-BEST-BUY. I did, and was informed that they didn't have that information. As a member of Best Buy's management team, it is her job to uphold the highest customer service, and I would assume to achieve some customer satisfaction. She has done neither.
Later, I was in contact with a "Corporate supervisor" who I reached through the ever so helpful 1-800-BEST-BUY. ** who assigned me a case number ** seemed willing to help, but was unable to make the individual store "take a loss" by replacing or refunding my purchase. He got in contact with the store manager, who was told to call me that day. Of course, he didn't. So I called corporate back, and was met by yet another corporate supervisor. This person ever so politely told me that I should "write the CEO or get a lawyer." Thanks again Best Buy for yet another example of your extremely effective customer service. I also filed a complaint with the BBB, case number **.
Who do I need to contact to get good customer service? Fry's? Office Max? Office Depot? Wal-Mart? HH Greg? Staples? Target? There are countless retailers who would gladly take my business and treat me well. I would like to be contacted by someone who has the capability to take care of this issue in a professional manner.
CHARLOTTE, NORTH CAROLINA -- We purchased several appliances and a computer last year as well as other various household and technology applications for our home. In other words we spent thousands of dollars. In less than six months, we had problems with a Samsung refrigerator ice maker. It took over three months to get that problem fixed and we were left with no less than 8 to 10 boxes of parts because no less than 2 or 3 service people refused to service our area because Best Buy would not pay them enough.
Now for the computer issue. We buy a new computer with the ability to download Windows 7 - we purchase the Kaspersky software for protection. However, because we do have several computers - we purchase the software for several computers recommended by their sales person. We wait until Windows 7 is released before setting up the computer. We load Kaspersky on the computer. Nothing works. We take it into the local BBY store. We give them all of our information (code numbers, etc.). We request that any repairs or problems be documented so that we can ascertain what is wrong as well. We get the computer back with charges and costs for new software.
Guess what?! They tried to sneak past us that they went back into the store and downloaded the "RECOMMENDED" version of Kaspersky for Windows 7, but charged us for it. The arrogant clerk behind the desk said that if he didn't we would be getting something free. He said this knowing that we could NOT use the Kaspersky version that they sold us for over $110.00! I was furious and demanded to speak with the manager, who did nothing more than try to calm me down.
Why calm me down? Because this young clerk could not get his head around the fact that the version of Kaspersky that they sold us was worth NOTHING to us and then they proceeded to charge us additional monies for the version of Kaspersky that was compatible with Windows 7. Now understand we had not used this software or downloaded it until the release of Windows 7.
Everyone who sold us the computer knew this, but they wanted to blame the customer. We did eventually get a credit for Kaspersky, but maybe it was because I was talking rather loudly about the problem and people were beginning to understand how they were scamming the customers.
Now for the latest fiasco - a brand new washing machine still not fixed after a month. You name it and it happened. The repairman comes out after two weeks - yes, you read correctly. You have to wait two weeks. Then they do not come out with parts - they just come out to say - yes, I agree it is broken and they have to order the parts which take another two weeks. Today he arrives again with the parts and proceeds to tell us that they sent the wrong parts. I am so through with this company. Try to get corporate on the phone - they won't let you talk to them. Customer service puts you on hold and goes away. I know this game.
I plan to get my money back by shorting the company in the stock market. If this behavior keeps up it won't be long before they go the way of Circuit City and others. While I will visit the Best Buy stores, it will be to look, touch and ask questions. My purchases will be somewhere else even if I have to pay more money. Yes, Best Buy corporate did you read this - I will pay MORE MONEY for better customer service or honest customer service.
ROSENBERG, TEXAS -- As a retired Marine it is my utmost concern that all my service brothers, along with every hardworking American consumer receive this information to avoid the extreme hassle and waste of time that BestBuy put on my family and me. Last December my Wife purchased an iPod touch for me as a Christmas present. We then went and purchased the two year extended warranty on it, mostly due to the fashion the associate promoted the warranty to be, the associate promised that it would cover accidental damages and would be a very simple easy process if the device would need to be exchanged.
Since the warranty is about two pages long worth of fine print we made the mistake of taking the associate's word and purchasing the warranty. This past September 14th I took the device in because the battery was not charging or holding a charge. Right from the get go it was a complete nightmare! All the Geek Squad reps were completely unprofessional and treated my wife and I like some sort of cons. They finally took the iPod to what they said would be looked at and told us they would contact us as soon as they would know something (all our contact information was provided to them).
After waiting and waiting and waiting on Oct 21st I personally went up to the store (Best Buy Rosenberg Texas) and asked what was going on with my item. And what a surprise, they had received it and somehow had just forgotten to contact me. The bag where they had placed the iPod had a date of Sept. 30th. The worst part is they claimed that the device was water damaged and that I only had a standard warranty that did not cover that type of incident.
After speaking to a supervisor which was completely rude and unprofessional, I was out without nothing! And they even tried to charge me a labor fee despite nothing being fixed or replaced on the item! The supervisor asked me what I thought would be fair and I started to repair or replace the device and he stated that he could not just give me $229.00, I stated that I guess that's what his company's reputation is worth then, and that it is clear how much they value their customers!!
Today Oct. 22nd I went up to the Apple store located in the 1st Colony Mall in Sugarland Texas, mostly due to informing myself that the liquid sensor that it's he was actually not showing a positive test. The representative I talked to at apple looked into it and had his tech people check it out and surprise surprise there was NO WATER DAMAGE to the device as Best Buy had stated!! Thankfully Apple replaced the iPod on the spot and I will be following up on getting everyone I dealt with info at BestBuy Rosenberg to file a complaint.
I clearly believe that they used the "water damage" as a cop out and it is very sad of how badly they treat and respect their customers!! This whole situation comes across as a clear FRAUD to me!!! Maybe now that circuit-you-know-what is bankrupt BestBuy is overconfident and feels like they can treat customers as they feel, but as we all know we live in the wonderful age of information and CHOICES!!! Last time I set foot in BestBuy!!!