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Extremely Bad Customer Service, as Well as...
Posted by on
Rating: 1/51
FORT WORTH, TEXAS -- First off, in order to receive any type of customer service you have to be approached. Almost every time I go in to BestBuy (even if the store is practically empty) I have to hunt down an employee for help.

Today (16AUG2013) I have a return, I just bought a new vehicle and am needing to return a radio purchased through BestBuy 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 BestBuy, 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 day's 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 !!!!!!!!!!!!!!!!!!!!!!!

An Army/ Iraq Veteran of the United States of America.
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cmthru on 08/16/2013:
If you read your receipt you would have noticed the return period is 15 days. Silver Premier members get 60 days. The policy is posted in every store.
FoDaddy19 on 08/16/2013:
I've said it before and I'll say it again. Being told "no" when the store is going by its stated policy is not bad customer service.

You were outside of the stated return window, you were not entitled to a return. The cashier explained it to you, but apparently that wasn't enough. The manager/dept manager explained it to you again, but that apparently wasn't enough either, he even gave you corporate's number. He probably wouldn't know anyone at corporate's extension off the top of his head though, and that still wasn't enough.

You were told at least twice why you couldn't return the radio, you were given corporate's number so you can take your grievance higher up, at that point your business with the manager was done, he did all he was willing to do for you. At that point, it's on you to call up corporate and see if you can do anything with them. Continuing to pester the manager isn't going to help your cause as you found out.

The return policy is posted in the store and is printed on your receipt. It's your responsibility to be aware of it.

Best Buy takes a lot of flak, and sometimes it's deserved, but in this instance they didn't do anything wrong, they simply followed their stated rules.
d on 08/17/2013:
No one can read
garrettbobby56 on 08/17/2013:
Wasn't asking for anybody's comments, just letting individuals out there know about this particular store location. The reference to customer service I use in my review has been repeated (or lack of repetition of service), and to have a "professional" laugh in your face and have no concern at all for your situation is just wrong.
On another note, I have seen both of you on multiple other posts. Don't you all have anything better to do? Get a life.
Pkitty on 08/17/2013:
You were told no and apparently did not like that, despite both the cashier and manager following the company policy. That does not mean they were unprofessional. I shop at a Best Buy fairly regularly and I like that I am not stopped everywhere in the store by a sales rep asking if I need any assistance - I can see where the salespeople are and will ask for assistance if, and when, I need it. Just because they aren't right there asking if you need anything does not equal bad customer service.

As for your comment about Circuit City - they are not around anymore so obviously their business model was not all that successful, despite your personal preference for them.
FoDaddy19 on 08/17/2013:
Basically your saying that you're letting everyone know that the BBY in Fort Worth follows their stated company policy...Got it.
andbran on 08/18/2013:
from I get is that you bought a new car and want to return the radio you do not need anymore. the thing is you only can return the item 15 days after you bought it. if they make an exception for you that have to do it for everybody else. my suggestion is to sell the radio on craigs list.
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Galaxy Note Not Replaced
Posted by on
Rating: 1/51
LEWISVILLE, TEXAS -- I have a Galaxy note phone. I accidentally dropped my phone and broke the screen. I went to Best Buy to return the phone.Because I have insurance on the phone. When I went to return the phone the Best Buy associate wanted to give me a loaner phone. I didn't have a problem with that. THE PROBLEM WAS WHEN HE TOLD ME that I HAD TO WAIT 2 WEEKS JUST TO GET MY PHONE BACK. That's ridiculous really 2 weeks just to receive my phone back really. BEST BUY doesn't tell you that when you purchased the insurance. They tell you if something happens to your phone you don't have to wait to get a replacement for your phone. YOU CAN REPLACE IT THE SAME DAY. Well that's a lie. WELL THE LOANER PHONE was REALLY DIRTY, AND BEAT UP I ask the associate could I just keep my phone until MY PHONE comes in, he told me that was fine. And HE TOLD ME AGAIN THAT my phone would not be in until 2 weeks. The associate told me that if my phone wasn't in 2 weeks, that Best Buy would give me a new one. So he processed the order and gave me a copy of the requisition order, and told me it would be 2 weeks. I AGAIN asked I him that this would not be a problem since I kept my phone he assured me NO THAT IT WASN'T A PROBLEM.

Well 18 days later and no phone!!! the manager ALLEN TOLD ME THAT IT WAS NOTHING HE COULD DO!!!. Like I TOLD HIM THIS WAS NOT MY FAULT.this was and error on their part. Allen was just didn't care!!! That just let me no that customer service and appreciating customer service is not appreciated or maybe it's because I'm a B.F.
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trmn8r on 07/21/2013:
You're a B.F.? What is that? A benevolent firefighter? How does is fact you are a B.F., whatever that is, related to the complaint?

It sounds like BB is trying to help you, it is just slower than you expected. They did give you a replacement the same day, it is just a loaner. You can imagine that don't keep a pile of brand new phones on the shelf to use as loaners or replacements. They let you keep your cracked phone while you wait, which is nice. Good luck.
FoDaddy19 on 07/21/2013:
With shipping both ways, figuring out what parts need to be replaced, and getting those parts a week turn around time is pretty reasonable IMHO.

What I don't understand is why they didn't take the phone in for repair and/or possible replacement, usually happens is that the phone will be repaired if it's financially prudent to, if it's not then it gets the okay replacement, this isn't decided by the store, it's decided by a tech in a service center and they need to examine the phone first hand in order to make that determination. So in that respect, I'm not sure what's going on.

clutzycook on 07/21/2013:
What's a BF and what does that have to do with the longer than expected turnaround time for your phone?
andbran on 07/21/2013:
maybe B.F means black female
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Disappointed And Frustrated !!!
Posted by on
Rating: 1/51
LAKEWOOD, CALIFORNIA -- My daughter ordered an open box Macbook Pro and got a confirmation. Another email was sent to me by Best Buy saying "ITS 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 paper work 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 buy 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 NARTE, email me at and my cell # is 310-483-8711
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FoDaddy19 on 07/10/2013:
Sounds like they dropped the ball in not having the item in stock. No inventory system is perfect. It happens. I think it would've been appropriate for the manager to give you a $20 gift card for your troubles though.

I'm not sure why you keep referencing the security cameras, they aren't accusing you of not being there or anything.
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BestBuy Is Now WorstBuy... Loyal Customer No Longer
Posted by on
Rating: 1/51
SEATTLE -- BestBuy 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, BestBuy’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. BestBuy 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 BestBuy, 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 BestBuy. 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 BestBuy 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 BestBuy Corporate Customer Service. That's why I use an iPhone 3 while I wait for the contract to run out on my unusable iPhone4.
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Soaring Consumer on 06/08/2013:
Have you tried contacting Apple?
Honest4sure on 06/09/2013:
You are paying over $250 a year for just physical damage insurance. That is the biggest scam. It has a one year warranty that covers all electrical, electronic failures. Relying on BBY service - might as well buy a lottery ticket where you get better odds of success. In year 1, go through Apple. Go to authorized Apple repairs. The stores are very accommodating.
aa on 06/09/2013:
once they have your money, you don't give a crap about you. Best Buy is famous for having after the sale horrible customer service, 2 to 3 hours ?? really ?? its like they are doing YOU (the paying customer a favor).
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Deceptive business practices
Posted by on
Rating: 1/51
PHOENIX, ARIZONA -- I recently had an experience at Best Buy that suggested some highly unethical and predatory practices. I purchased a Nook that was defective, stopped working after using twice. Best Buy refused to allow me to return it though it was within the guidelines of their written return policy. I was able to work directly with Barnes and Noble for the return of an item I bought at Best Buy.

I wanted to share some of my research on the current unethical practices engaged in by Best Buy that corroborate my recent interactions with them that reflect their malevolent intents and attitudes toward their customers, as written in Forbes Magazine, as quoted here:

"Employees, I learned, are strongly conditioned to see every customer who walks in the store as a potential target, one who needs to be coerced into buying something other than what they came looking for.
But you can't treat the customer as an adversary in a battle of wills. You can't provide superior service when you've been drilled to view each person who walks into your store as prey. You can't be a trusted source of expertise on consumer electronics when, as many former employees told me, failure to follow the company script means getting your hours cut or simply being fired.
Best Buy employees are trained to focus on customers. But not so much to serve them as to overpower them. It is not being "customer-centric" when your laser-beam focus is on sizing the customer up and looking for weaknesses in their resistance to buying products and service they didn't come looking for."…
As described above, my own experience above reflects to a T what Mr. Downes has identified. While everyone knows a defective item is returnable according to written policy, Best Buy staff "sized me up" and determined I could be conquered, and they were determined to do so for the simple reason of their vulnerability to job insecurity, including the possibility of being terminated, and certainly being excluded from promotional rights and privileges, as well being judged as weak by their peers.
In conclusion, I could have taken to task Best Buy staff, and probably would have won, but the more humane interaction with the on line company Barnes and Noble , was less time consuming and stressful. More simple to do, as millions of other consumers of electronics in today's world have done, walk away from Best Buy...forever. I take solace in the knowledge that as Best Buy appears to continue its tail spin, with the continuation of predatory practices, soon to be unemployed.
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Charged FOUR (4) times 2 on same day and 2 more 2 months in a row
Posted by on
Rating: 1/51
SYRACUSE, NEW YORK -- Best buy charged me 4 times for the same virus protection. They charged me on March 13, *which was the correct charge. Then again on February 15 for the same subscription, then 2 times more (twice in the same day) on May 15 for that SAME subscription. The two charges in May they debited right out of my bank account. To this day I still have no clue as to how they got in.

They gave me no help on the phone. The guy on the phone (after over an hour of transferring, and them actually trying to tell me that I really did order all that virus protection (twice on the same day??) all the representative had to say was if I refund your money for that ONE virus protection I do want to inform you your computer will be at risk! He was brain dead. I told him I only want 3 of the 4 charges removed, one of them was correct. He just wasn't listening.

Then he got a manager to actually say that there were no charges except the one correct one, then he'd say Oh, I see the extras, and then he'd put me on with someone else and they'd say, Oh, that was for your virus protection .. starting all over again. He even snipped at me. The main thing is, I NEVER used my bank debit card, I never authorized them to make 'automatic payments' as they said I did. (2 of the charges were on a Credit card, 2 came directly out of me bank)

He said, oh yeah, you gave us permission. WTH? I did NOT give them my card, or bank account. To this day STILL no refund. I had to change my card numbers so this doesn't happen again.
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ChuhBaca on 06/06/2012:
Take them to small claims court for the erroneous charges, court costs, and any overdraft fees charged as a direct result.
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Best Buy as a Company
Posted by on
JEFFERSON CITY, MISSOURI -- They cheat when you apply for their credit card.

They have two types of cards:

1.) Best Buy reward Zone Card: This card is of no use since you cannot use it anywhere else except Best Buy.
2.) BEST BUY REWARD ZONE MASTER CARD: This card is a normal Master Card with Best Buy rewards which is somewhat useful and you can use it anywhere.

If you apply for any of the card they will run a credit History check on your account and it is only useful if they are giving you a master card.

They will tell you that you are approved for BEST BUY REWARD ZONE MASTER CARD.
After telling you that they are going to give a Master Card which would work as a any other normal credit card. they will give a simple Best Buy reward zone card which you cannot use anywhere else except Best Buy.

When I called them to tell that I have received a simple Reward Zone card instead of Reward Zone Master card I was on hold for about 40 minutes and was getting transferred from one department to another and then after long hold the HSBC representative told me that you were approved for only Reward Zone card not the Master card.

In the end when I went for clarification I was given a stupid Answer that this simple reward zone card has been automatically approved by the system.

I was supposed to get the Master card as per representative at Best buy but what I have got is a simple reward card.

I was wrongly informed by the Best Buy associate that I have been approved for a master card and without my consent a simple reward card was sent to me. I am really pissed off with the attitude of lack of proper information by the Best Buy employees for their customer.
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trmn8r on 12/06/2011:
"This card is of no use since you cannot use it anywhere else except Best Buy"

This applies to you, but it may be useful to others.

This sounds like it may have been a misunderstanding or mistake, if it is possible to apply for either one of these and they accidentally put you in for the non-MasterCard. My guess is once it is done they can't just put you in the other one. Since the names are very similar, this is useful information for others who may apply.

If stores are going to have multiple card products, the CSR's should be well trained on choosing the right one.
CowboyFan on 12/06/2011:
Perhap the credit check when finalized did not warrant the issuance of a general Master Card, even though Best Buy was willing to take a greater risk in giving a credit card for use in their store only. When I was starting out, a furniture was willing to give me credit at their store even though Master Card and Visa would not. I am sure that stores like Penny's etc. do the same, since the profit they make on the merchandise they sell, makes up in part for the added risk of accepting borderline credit cases.
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Best Buy Let Me Order A Product That Was Later Determined To Be Out Of Stock But They Are Still Holding The Funds
Posted by on
I purchased a Blackberry Playbook Tablet online on Thursday November 24, 2011. The Tablet was listed for $199. There was a similar product that was listed for $150 but was sold out online and the website suggested I purchase the item that I purchased. Shortly after purchasing the Tablet and $216 being taken from my bank account, I received an email that stated that the product was on back order and I would receive it in 1 to 2 weeks. I was OK with that as long as it came before my daughter's birthday on  December 12. On Saturday afternoon, I received an email indicating that my order had been canceled. This was very upsetting to me. I then begin to call Best Buy and no one, I mean no one could assist me. For three days I have attempted to call Best Buy to have them rectify this matter and I was hung up on, transferred to automated systems and tossed around from department to department. I have sat on hold for hours waiting to speak to to someone only to be hung up on. Unacceptable Best Buy.. I am very frustrated right now because no one seems to care that my item was canceled and no one seems to care that Best Buy is still holding on to money which prevents me for purchasing anything comparable to the product. I have not been able to take advantage of the sales for the  past couple of days because Best Buy chose to advertise a product that it was unable to sell to me. Now I am left with no money to buy my daughter the gift she wanted for her birthday.  Is this how Best Buy chooses to handle its customer during a time when or money it tight. Is this how Best Buy chooses to handle a customer that chose to spend my hard earned money with this company.

When I called in, Brian Dunn CEO would say that he understands that every penny counts or something to that aspect.. He also states that I am a valued customer. Well I don't feel that way... 
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Alain on 11/30/2011:
There are more complaints coming in like this as the Christmas shopping season ramps up. If Best Buy can't keep up, people will just have to shop at other retailers. Maybe local stores would be worth looking into.
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Not receiving products paid for
Posted by on
Dear Sir/Madam;

I am writing on behalf of my father, Charles W. Porter, and myself Lynn A. Kolakowski, his daughter. On May 19, 2011, both my father and I, in good faith, went to the local Best Buy, store # 1480, to purchase a new computer for myself, as my old one had just "worn out". I never had any problem with the previous unit, which was a Dell product, bought directly from Dell in 2002 or 2003. My old system had just plain worn out. Having trusted Dell's excellent reputation, we purchased a new Dell system, including the tower. keyboard, mouse and a Brother printer. In addition, we purchased the item in question, that being Microsoft Home & Business Edition 2010. Never once, did the sales representative state that the software had to be accessed within 30 days; and how could it have been? WE NEVER RECEIVED THE PRODUCT! I have been fighting with the Best Buy Store in Newark, DE., for over 2 weeks, and even spent extensive time on the phone with the Corporate Office. The store Manager of store # 1480 is never available as, my father and I have been "screwed" out of $200.00 for the Microsoft Home and Business Edition 2010. I have called Channel 6's Call for Action, and have not resolved the issue as of yet. All we want is what we pais for, or a complete refund, in which, we will purchase the product elsewhere.

Both my father and I have a negative impact on Best Buy in general and plan to spread the word. The woman that I dealt with at Channel 6, Call for Action, replied that she has had numerous complaints recently about the Retail Store.

All I am asking for is what was purchased. I do have a copy of the receipt and all the correspondence I have had with various individuals.


Lynn A. Kolakowski
Bear, DE 19701
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idontthinkso on 09/07/2011:
Why are you posting phone numbers online like this?? You need to remove them N-O-W!!! Scammers and bots will mine that information like there is no tomorrow! You don't need to post that information here anyway, that is not how the site works.
At Your Service on 09/08/2011:
Lynn, for clarification, this sounds like a separate software package from the computer. As such, it would have to be installed. Where does the 30 day "access" come into play? Are you saying that you were given 30 days from May to return the package, presumably unopened? Is there a reason you weren't complaining about receiving the software package when leaving the store or sometime shortly thereafter?
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Poor Customer Service & Narrow Mindedness to Troubleshooting
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I have a complaint about the customer service at the Erie Boulevard Best Buy Store in Syracuse, NY. I called inquiring about a promotion - trade in old printer for $50 off new printer. I called Friday, and was told the person would check and call me back. She never did - her name was Cindy. I called again Saturday morning and got an answer - promotion is still available and only available for Kodak printers. I online shop AND compare by confirmation with store representative to be better prepared. When I arrive I am told ONLY HP Printers can be purchased with the promotion; the coupon has to be used at the same time as the trade in - versus, for example, using it before the end of the promotion. I overlook all of this. Pick a HP Printer, buy extra ink and go off to tell others about the promotion. A relative wants to take advantage of the promotion and I agree to handle it for her. I call Monday morning trying to avoid previous issues - told promotion good for Kodak printers and a printer is held for me. After a long day at work, I get the old printer, drive to Erie, haul the printer in, and am told ONLY good for HP Printers. I ask to speak to management, because I was very clear in my questions to prepare for the trip and the representative supposedly giving me customer service tells me that the promotion was for KODAK Printers UNTIL SUNDAY & NOW THE PROMOTION IS ONLY FOR HP PRINTERS. Not what I was told or sold Saturday. The so-called customer service representative was about 5'5" light brown complexion, hair braided down back of her head. I speak to elderly male manager who uses a cane to walk. He is fixated on fact that the Kodak Printer that was held for me is on sale with $50 off. He talks to me like I'm stupid and can't do math as I repeatedly outline to him that I understand what he is saying - still, my frustration is with the fact that I - both times - planned ahead based on what reps told me and that I do not appreciate going through all the trouble for them to decide to switch what is available to something other than what I am told when I arrive. The female representative actually said "You can just leave the printer" - the point is NOT to be printerless but to take advantage of an offer for an upgrade. AND, NOT ONCE DID EITHER OF THEM OFFER TO OUTLINE WHAT HP PRINTERS WERE AVAILABLE - DESPITE MY EVEN CLEARLY SAYING THIS TO THE MANAGER. MY MONEY CAN BE BETTER SPENT AT OTHER/ COMPETITOR STORES.
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Alain on 01/11/2011:
Try giving their corporate office a call about this at 888-237-8289.
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