WINNIPEG -- This happened twice today: I called the Best Buy Store in Winnipeg, Manitoba, Canada on St. James Street. The Phone Rang for 20. There was no one to answer the phone. Actually, I have found this situation to be ongoing for many many years now and it never seems to get better. It stems back to even 2008. I think this Company should go out of business since they don't value customers and don't make a point of customer service. It's unbelievable that they have stayed in business this long!!! If there was a choice, I wouldn't give them 1 star. I would like the option of giving them a minus rating instead. It looks like some things never change!!!
HENRIETTA, NEW YORK -- Salesperson didn't tell me that the starter kit for Philips Hue Lighting System was on sale and sold me the parts individually and it cost A LOT MORE! I ordered the starter kit online cause the store closest to me was out of the item, when it arrived it was very poorly packaged with no receipt - just thrown into a flimsy box and the bulb was broken into a million pieces.
I returned it to the store and cause it was ordered online, the only record of it was an email receipt. Without my email receipt, the store had NO way of finding any record that I bought it! So I had to go back home and order another replacement starter kit. When I went to the store to pick it up, they refused to open the box so I could be sure it wasn't broken again! The manager "Mike" told me that the store employees are not allowed to open or repackage an item cause if they broke it they would be responsible. If I break it while opening up the package then I'm responsible. Also they made me go to the end of the customer service line before they told me this. I also had to wait a LONG time before the manager would talk to me.
ADDISON, TEXAS -- Awful experience. Returned a gift that was purchased with an Amex gift card which I explained to the Best Buy employee. I also explained in detail that I no longer had the gift card and if the refund went to the gift card then I would just keep the merchandise. The employee assured me that it wouldn't go to the gift card. He was wrong. The return went through and along with my money that was spent on a tablet. The store and corporate would not even give me a gift card of any value. Sad that's how this company functions. Won't ever shop there again. I tried to give them my business and not Amazon but no more.
MILWAUKEE, WISCONSIN -- I am an elite member of Best Buys rewards program. That purchases all the technology for 3 of my families households, so obviously I am going to have more returns than a single family household. 2 weeks ago I returned a $25.00 Bluetooth speaker, so that I could purchase a $125.00 Bluetooth speaker. At that time I was told that in the future they may or may not accept a return from me, so of course I accepted the refund and told the clerk I would make the purchase of the $125.00 speaker from Target where I know I would not have an issue returning if I needed to, as I didn't want to chance getting a defective product that I couldn't return.
Today I went to Best Buy to purchase a micro SD card, but accidentally purchased a regular SD card. When I attempted to return the SD card with a receipt in an unopened package, for an exchange I was denied the exchange. After a half hour on the phone with Best Buy corporate office, and another half hour on the phone with the third party company that monitors their returns, I was still unable to exchange an unopened product with a receipt...
Long story short, Best Buy has lost 3 households business for a lifetime. I have never attempted to return a product without a receipt and most of the time they are in unopened packaging. I won't even step foot in a store to use my $20.00 rewards certificate I still have... CYA B.B. That was one big mistake you made over a $20.00 product that was never opened and I tried to return after only having it for 2 hours.
PHILA, PENNSYLVANIA -- My experience is like a harrow story. I purchased for my disabled mom a compact washer and gas dryer unit online, but actually calling by phone. The customer service person did not know much about the unit, so I asked if it needs any accessories to connect the unit and then she remember and named one. After she gave me an appt. to deliver 3 weeks later. Finally the day came around for delivery. But when delivery team found out that the unit needs gas connection they informed my mom that they are not licensed to do that and left with the unit.
After spending an hour on the phone with Best Buy I was told that because it's a gas dryer they have to hire a different team and the person who took the order didn't know it was gas dryer. Can you understand that? She took the order for gas dryer, but she didn't know it was gas dryer.
Now I had to make another appt. and wait 5 more days. I called again Best Buy to confirm the order delivery and sales person informed me that I need 2 more accessories to buy for gas dryer, otherwise they couldn't connect the dryer. I asked to talk to supervisor and now because it an additional order and to make sure it will arrive together I was told to make appt. 7 days later and that there definitely will be a gas connecting team.
The day of delivery my mom was told again that they are not licensed to connect gas dryer and they did not have all accessories to connect anyway and they left again with the unit. One hour later the accessories arrived from Best Buy and the team felt bad for my mom decided to disconnect the old unit to get ready when the new unit will arrive and left.
I called Best Buy again and after 1 hour conversation had another delivery date 5 days later. Same day after the accessories delivery guy left at 1.30am I get a call from my mom who barely can walk telling me that she heard a pop as she hears water gushing noise and she doesn't know what to do. I got in the car with my husband and drove at 2am to mom's house 20 min each way.
When we got to the basement the water was pouring down from above the ceiling right where the old unit was disconnected. The water was never shut down. Now we have basement full of water, thank god it's not finished basement. At 3.30am we got home.
Finally the day of delivery came around again and nobody showed up. After 2 hours on the phone I was told that they tried to call, there was no answer and they left. I asked why nobody tried the doorbell? No answer to that. Now for the fourth time it should be delivered next day. I will keep you posted If it will arrive. Do you think I will buy from them again? I don't think so.
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.
BRADLEY, ILLINOIS -- On December 31, 2017, we purchased a range and a laptop computer from the Best Buy store in Bradley Illinois. The sale totaled $1349.81. That is where this journey begins. For the sake of time (mine not yours), I will outline the series of events leading up to this correspondence. After agreeing to the price of the stove we were told that a conversion kit for going from electric to gas was going to cost $250. We said we would have to think about it. As we turned to leave the store all of a sudden they could do a price comparison and knock that down to $70. We went ahead and purchased the stove and scheduled its delivery for Friday, January 5th.
My wife had to take the afternoon off to be there for the delivery and set-up. The stove was set-up and they left. When we went to use the oven it flared up and filled our house with smoke. We called the store and talked to a “manager” named Mike. He told us that we would have to talk to our propane provider. We talked with our propane provider and he said that this was something with Best Buy's installation. We called the store back and asked for Mike. Mike was not there so we asked for the manager on duty. We were told that there was no manager on duty. Remember I said we worked in retail; there is always a manager on duty.
There was no callback. When we called the store back a new date was scheduled for techs to come and look at the stove. This was Wednesday, January 17. Again my wife had to take the afternoon off to be there. After looking at the stove they told her that they could not repair the stove and it would have to be replaced. The replacement stove was scheduled for delivery on Friday, January 26th. After we called to confirm the date they did not show up. After we called late that afternoon we were told that it had been scheduled as a repair and they did not have the replacement stove with them.
Another date was scheduled for Monday, January 29th. Again we called to confirm and was told that they would be there. Again, they did not show up. Again we had to take off another half day and waste our available time off. When we called we were told that we had the wrong date. If that was the case then why wasn't that said when we called to confirm and why did we get a call that evening asking how the installation went? That is when we first talked with the customer service representative Eva who said she would look into it. She called back and asked if we could be there the next day and we agreed.
At this point we had already received our first invoice and paid it. This was also one month into our free financing agreement. Finally, Tuesday, January 30th, one month after the purchase the stove was finally installed. That evening Eva called and asked how it went. We told her it was finally completed but we were not happy about how everything happened. She said she would look into seeing if she could do something about that. She called later and offered us I think $50 gift card. I said that was not acceptable and she said that was all that she could do. I asked to speak to her manager and she said she would and get back to us.
About an hour later I received a call from Ed who said he was a manager of the agents. I was unable to take the call but he left me a message saying he could offer me $125. He called again the next day and left another message saying “I am documenting that I made this call.” Not a very customer friendly comment. Besides, the reason I could not take his call the night before and that day was because at the very moment he called, my wife was receiving a diagnosis from her doctor that she has acute leukemia.
On Saturday, February 3, a person from customer service called and said that the case manager for my case would be out until Monday and wanted to know what the best time and number would be to resolve this issue. I told her Monday and gave her my work number and personal number. Today, it is February 8, 2018 and I have still not received a call. I called Eva at about 10:45 and she put me through to Ed again. I received the standard scripted apology and that the $125 was the final offer.
I asked him if he thought that was fair and he said yes. I said that the company has sacrificed NOTHING and still making a profit off of me while I am out nearly 30 hours of my personal time off that I will not be able to spend with my wife now because of the incompetency of Best Buy. This has taken 40 days and numerous phone calls and no concern for the number of mistakes and lies by Best Buy and I told him that $125 was an insult. He asked what it was that I wanted. I told him that I wanted to be reimbursed for the stove and something for all of the inconvenience they have caused. He said that $125 was all that would be done.
I told him if that is the case I would be returning the whole $1349.81 for full refund and follow-up with my own public campaign to share this experience with anyone and everyone. If reporting this experience to the Better Business Bureau and sharing it on Facebook along with a number of consumer blogs is a better reward than resolving this with a fair and responsible manner, then so be it. I asked to speak to his manager and he said that they were not there. I asked for a name, phone number, email and he refused to give me anything.
He said that he would let his manager know and have them get back to me. I asked when? He said they would not be in until noon and I said that I want to speak to them today. He said that he would make sure they would call me by 1:00. That is the time I started to write this email. It is now 1:51 without any response. More time away from my wife because of the incompetency of Best Buy. So much for customer service. My final phone call was for a manager named James on February 10. I left a message at 10:22 am and I have yet to receive a call from him or anyone at Best Buy.
TEXAS -- Buyer beware, Best Buy has no integrity and I feel like I was taken advantage of and discriminated against because of my age. On the night of December 11, 2014, with the referral, recommendation and assurance of the sales associate in the electronics department at Best Buy # 203 in Austin, Texas, I purchased an Easy CD & Burning kit. I'm a senior citizen and my eyesight is not the best, so I depend on honorable and knowable sales people to give me trustworthy and accurate information. And at my age, every purchase is vital.
I must say I have never been misadvised by any other business sales staff or associates before. I have made purchases at Best Buy before, so I thought it was a company I could trust and depend upon for good honest customer service. Instead I was mislead and tricked into purchasing a product that did not meet my needs or perform the needed function that the sales associate said it could provide me that I needed. I told the sales people I needed a product that had capabilities to RIP a DVD. I was assured by more than one sales person even when I tried to take it back, that this product could RIP DVDs.
When I got home and tried to use the product It could not RIP DVDs, instead it only had capabilities to RIP CDs. The very next day I tried to take the product back but a different sales associate that day ** would not take it back, I and a friend of mine tried to explain that the only reason I bought this product is because the sales person referred it and assured me that this was what I needed and it could RIP a DVD.
If not for the information the sales person gave me I would not have purchased this product. It would have been more appropriate for him to tell me he did not know anything about the RIP process, then I would not have purchased this product. My friend wrote the names of all associate that were involved, but she lost the list of names.
I have come to the conclusion that there are two possibilities to this incident, either the sales people at Best Buy purposely mislead me to get a sale of $32.46 from me and take advantage of me and discriminate against me because of my age and other factors or the sales associates were not qualified or knowable about the department they were working or products to refer and give customers honest and trustworthy advice. My friend and I left very upset because the associate would not take any responsibility for mistakenly or purposely selling me something I could not use.
But after we left Best Buy, we went to Fry's and the sales associates found the product I needed. And they also said since they referred the product to me, if it was not what I needed to just bring it back and they would gladly try to find something else or give me a refund with no problem.
I tried the product Fry's referred for me to buy and it works well. Thank you Fry's, not only do your sales associates know their products, they know about good customer care and business integrity. And for that reason I will not be shopping at Best Buy again. And I would advise anyone planning to go to Best Buy not to trust the sales associates. And this does prove it is at the company's discretion whether to honor a return or not, policy has nothing to do with it. Best Buy has no integrity and I feel like I was taken advantage of and discriminated against because of my age.
AUSTIN, TEXAS -- Customer satisfaction, what is it and where has it gone? Oh that's right it went online. As a die hard techie I am finding myself spending money on gadgets more than I should, but where do I shop? I don't mind paying a little more just to receive excellent customer service, lately it's Amazon and Google Play that has given me the best service. When I have a question, they listen and answer and sometimes check up on you after the conversation. That is service!
Recently I decided to give my old favorite store another chance (mainly because they were the only ones selling my item). So I happily went into the Best Buy store here in Austin Texas and asked someone for assistance. I already knew what I wanted and knew everything about the device, so I only needed information regarding next shipment and availability. Never did I expect what was coming. I asked the LP (guys in yellow by the front) to check the system for me, he was nice and checked it and even gave me the direct line to the podium and when to call back, customer service at its finest.
So I called back when instructed to, only to have some angry person pick up and argue with me that he did not give me the number. So naturally the most important thing here is to get to the bottom of who gave me the number and info. I was like whatever, he may have been under the influence, I will let it slide. So I decided to avoid another uncomfortable call and go into the store.
I tried to find a salesperson (not hard to find as they all have blue shirts), but it seems that they were all busy running in a circle or something as they could not help me. I asked the LP guy to find me a salesperson to help me out, he said "no problem just wait over there, and I'll have someone here shortly". He did not ask what I wanted or anything, but in his defense he was in an interesting conversation with his friend and did not want to be bothered.
10 minutes later someone arrives, and I ask him to see if there are any items in the back, and if I can get a better view of the item on display. He had to leave to find out, as I stood there no one asked me if I needed help as they passed by and trust me I looked like I needed help. Already disappointed by the service, I continued to wait. Finally he returns with a NO and NO, we can't do that and we don't know when more will be here and walks off.
I did not leave very happy, instead they wasted over an hour of my day. So another day I vowed to only call and not show up at the store as I didn't leave very happy last time. I called and was on hold for about 20 minutes before the phone was transferred to someone who just ended the call without saying a word. As a techie I was thinking their phone system has a glitch, but I called again and again and same result. Maybe they wanted to leave early, who knows but I would never return to the store unless it's unavoidable.
Then one night I found they had it online (for a brief 15 minutes), so I purchased it and upgraded for expedited shipping. Needless to say I still haven't received the device, 2nd day air, I don't think so. My Amazon order that was placed the following day has already arrived. I wonder where I'm going to purchase my gadgets from next, here is a hint: it will never be Best Buy.
BROOKLYN, NEW YORK -- I ordered a Wii console with Wii Sport and Wii Sport Resort for 129.99 from the BestBuy.com for store pick up as a gift for my son's birthday. The next day I logged on to the site to check the order, only to find out that it was cancelled. No e-mail was sent to me, nor was I otherwise notified that my order was cancelled. I called customer service who could not even tell me why the order was cancelled. It was not in the computer, so they had no idea what happened and transferred me to another department.
After a while, almost 40 minutes on the phone, we found out that my order was sold at the store where it was supposed to wait for pick up. A lady in that department (manager as the regular worker did not even understand the situation) told me that I have to re-order the purchased item. As a courtesy for the inconvenience she gave a discount on the price and I ordered a new system for 100 dollars plus tax to be picked up in another store. She assured me that this will not happen again. I received a confirmation e-mail that my order is ready to be picked up at the store.
Three hours later I receive another e-mail stating that my order was cancelled due to credit card issues. I called customer service again. The person speaking to me tried to tell me that the problem was with the credit card; however the card was charged by the store and the money did not even return back to the account. I asked to speak with her supervisor and she dropped the call. She just hanged up on me.
I called back and after about 30 minutes was able to speak with the supervisor. Again my order was re-sold at the store where I was supposed to pick it up. She said she was sorry, but the item was not available anymore. Nothing could be done so I ended up without my order (not to mention courtesy discount). Maybe all these cancellations were done so I would not get my discount? In the end I purchased the system from GameStop.com, so my son would have his gift.
So couple of days after the GameStop purchase I wanted to shop for some games for Wii. I went to BestBuy.com and tried making a purchase of MarioKart game. Made a purchase and immediately received an e-mail that my order was cancelled, followed by a confirmation of sale e-mail. I tried ordering it three times and three times I received cancelled e-mail.
So the bottom line is during this purchasing experience my orders were re-sold by multiple stores. I was never notified of the first cancellation. BestBuy customer service lied to me, kept me on hold for over 2 hours (combined), made promises that were never fulfilled and in the end were not able to resolve any issues. The site is useless for purchasing as it does not allow to buy anything. Forget about Bestbuy and go to another store.