CLARKSVILLE, INDIANA -- This store refused to refund money on the product I bought even though it had been less than 30 days. When I purchased the product I was told I have 30 days because I was a member of their program. Not only does Best Buy refuse to refund my money, but the manufacturer, who offers a 30-day money-back guarantee, refuses to refund the money. The manufacturer refers me back to Best Buy, and Best Buy refers me back to the manufacturer. I spoke to several sales personnel as well as the department manager, and all refuse to honor the return policy. They recite exceptions to the return policy on the fly, though none of the exceptions were mentioned when they charged me for the product. Messages for the store manager were not returned from him.
I have bought several large purchases over the years from this location, and during every purchase except one, the salespeople relate to me how they hate their job. I can see why. The management at Best Buy obviously places employees in untenable situations where they receive complaints, but are impotent to address. I will never buy any other item from Best Buy - online, this store or any other. They're the sleaziest company I've experienced and you will ultimately lose money if you depend on customer satisfaction, and receive none, when your product is defective. This company deserves to suffer the fate of KMart.
We are a distributor. We purchased and shipped these security cameras to our customer and they did not work out. Our customer shipped them back to us. By the time we called Best Buy to get a return shipping label, it was 17 days. They have a 15 day return policy which is very poor. I sat on the phone for over an hour and spoke to 4 different people who would not help me out. I do not recommend ever making a purchase from Best Buy even if it saves you a few bucks. They do not know the meaning of customer service and going above and beyond in certain situations. All the other bad reviews on this place says it all! Don't deal with them!
READING, PENNSYLVANIA -- Best Buy is by far the most deceitful company I have ever bought a product from. I purchased a camera from them for almost $900, and even though I paid it off before the interest would have been applied (18 months later), I was slapped with several hundred dollars in other fees during the process. Now that my account is paid off, they are telling me I still owe another approximately $150 to them. But from where? This company is in the business of squeezing every penny out of their customers that they can.
On top of that, no one could ever give me a straight answer to any of my financial questions. And when I got some sort of answer, it was always different from what the last person had told me. Overall, I am disgusted with this company and I will never be purchasing anything through them again.
MENTOR, OHIO -- On April 4, 2006 my husband and I decided to invest in a good quality digital camera to celebrate our daughter's 1st birthday. Today I regret making that mistake. We purchased it at the Best Buy in Iselin, NJ. It was the Canon Powershot SD630 for $399.99. To make sure nothing happened to our camera, we added on the 4 year Performance Service Plan for $59.99. What a stupid idea that was.
On 7/14/09 our camera decided it was tired of taking pictures. I turned it on, the lens came out, and then the black screen of death "Lens error restart camera". So I hit the power button and nothing. Took the battery out for a little while. Put it back in, still nothing except this grinding sound and the lens would not go back into the camera. So off to Best Buy we go. I was under the impression that they were going to fix it there. That's how the people at 1-800-BestBuy made it sound, but it wasn't. It had to be shipped away. Estimated time of completion of the repair 7/26/09.
Thursday 7/23/09: I get a call from Precision, the people who have my camera, telling me that my warranty was void because of impact damage. What impact damage you say? Well I said the same thing because when I dropped off my beloved Canon, sure it had some scraps. After all it was 3 years 3 months 10 days, old but there was no impact damage. So they are no help, it was like talking to a wall. So I call Best Buy. I wish I would have caught this guy's names but I didn't, and he said not to worry. They would take care of it since after all on the service order it says "minor wear & tear", nothing about impact damage.
Friday 7/24/09: Yet another call from Precision damage asking if I made a decision about paying the $155 to repair the camera. I informed her that I had spoken to BB the day prior and they said they would cover it, come to find out she had no clue what I was talking about. So yup you guessed it, another call to Best Buy. This time I spoke with **. He was the one that checked in the camera on the 14th. He said he would look into it further and give me a call back tomorrow.
Saturday 7/25/09: ** calls, says he just got off the phone with Precision and that they are sticking their ground. They sent over some pictures showing the damage. He said the damage was obvious and that he definitely did not see that damage when I dropped it off or it would have be noted under the "condition" on the service order. He told me to call Precision which I had already spoke to twice and they were no help, putting all the blame on Best Buy, and to call corporate and that I could use his name and tell them that when it was dropped off that the damage was not there. Thanks ** but your word mean ** to Best Buy come to find out later on.
Monday 7/27/09: Out of pure boredom and anxiousness to get to the bottom of this I call the 1-800-BESTBUY number at 12:35am and they are open. I speak with a really nice & understand **. For the life of me, I could find one of my papers that had a number they needed. So I find it and call back at 12:50am. Speak with **. He took down all necessary information and told me that if in fact that is what happened there shouldn't be a problem and corporate would take care of it when I called back during normal business hours. Boy was he wrong!!!
10:30am call the 800 number again, ask to speak to corporate. Of course they can't just do that. They have to transfer you to someone else after you just explained the whole situation to only explain it again to get told that you have to call a different number. So I call. It's about 10:35am now. Finally get in touch with **. In a nutshell she told me I was responsible for the repairs because my warranty did not cover impact damage which I COMPLETELY understand.
But the impact damage was not done while the camera was in my care. Since I had no proof that I did not do that damage there was nothing they could do. I asked her what kind of proof did she need because Best Buy's employee ** told me that I could use his name and tell them what he said about there not being damage on the camera when I dropped it off.
Well that wasn't enough, she wanted pictures HAH. And how exactly was I supposed to do that when I am dropping off my camera to be repaired. Does she not know we are in a recession. I don't have multiple cameras to choose from. So she offered to split the cost of the repair. Hmmm I think not. why should I have to pay for damage that Best Buy did??
NEWPORT, CALIFORNIA -- Best Buy was rude and incorporate. My camera didn't work anymore and they couldn't replace it nor fix it. So they offered me to send it to the manufacturer to let them fix it. It should take about 2-3 weeks, but it would have been only around about 1 week. Best Buy can't send it back to Germany, where I come from, neither can't send it faster. For this one case they weren't flexible or nice to me. I wouldn't recommend Best Buy to anybody!
BOLINGBROOK, ILLINOIS -- I wish I'd found this site before I entered the doors of Best Buy on December 10, 2008. I wanted to videotape my grand daughter for the Christmas holiday, but the camera would not focus correctly. I thought I'd take it somewhere locally to have it repaired. I'd purchased it 2 years earlier at Sam's Club. When I got to the Geek Squad counter there was only one guy working. He was not real familiar with using the store's computerized cash register and was having difficulty inputting my information.
He called over a couple of guys for help a number of times. This should have been sign but I let it get by me and continued my patient pursuit of having the camera fixed. After a while a couple of other more knowledgeable (on how to use a cash register) employees showed up to help reduce the line that was forming. Those they helped were leaving out ahead of me. Finally he inputs my data and says they will let me know the cost in a couple of days. I looked at the receipt and it said "estimated repair cost $98".
He put the camera in the black camera bag I brought in and took it to the back somewhere. I stood there and watched him go back there, thinking I would never see it again. Well I didn't hear from them for quite a while. Christmas passed and I called them asking what's going on? They said they'd just sent it out a couple of weeks ago and we're waiting for the estimate. The next day I get a call from a guy saying it will cost me $175 to replace a damaged part. I only paid $375 for it when it was new. So I say "no thanks, please just send it back".
Two weeks later I go to pick it up and they charge me $39 for shipping and handling and give me back my broken camera. They hand the camera to me wrapped in a thin plastic bag. No protection and no black camera bag. I ask the attendant where is my bag? He has no idea what I am referring to. I ask him to make a report. He claims he does but does not give me a copy of the report.
I just called today January 26, 2009 and the guy that helped me the first time answers the phone. He supposedly checks what he took in that day, and lo and behold, there is no black bag listed... Stay clear of the Geek Squad!!! They are legally taking money without providing you any service at all. What a waste of time.
WEST DUNDE, ILLINOIS -- In West Dundee, Illinois on Route 72. I received a Canon digital camera for Christmas 2004. My husband purchased the extended warranty - with all the usual promises Best Buy gives you honoring an EXTENDED warranty.
Yesterday 8/19/2005, I bring in my camera which has not been functioning properly. **, Geek Squad comes out and INTERROGATES me. Before any other dialogue he questions me if I had gone on vacation with the camera, how have I been using the camera, did anything happen to the camera while using the camera - did I go on a boat, etc.. I was speechless. He blind sided me.
Then ** tells me it was his professional opinion that I should just forget about sending in the camera for evaluation and just BEST BUY a new digital camera today. You see, **'s professional opinion is that the camera sustained physical damage and that the warranty won't be honored. He had worked there long enough to know. I shouldn't waste the 2-6 weeks it is going to take for the evaluation of the camera. A new camera is the BEST solution for me. After ME having to convince ** that I would, yes, like to take advantage of the extended warranty, he reluctantly processed the paperwork needed to send the camera off. Chuckling with a co-worker in the process.
Now as you read this it seems innocent enough that may be ** does have a professional opinion. The point being, my dear readers, is that it never entered **'s head to give the consumer the benefit of the doubt. I didn't abuse the camera, it never was dropped. The issue with the camera is that the lens was tilted. Sometimes pictures were out of focus and other times they came out just fine. But ** says this HAS to be physical abuse.
He then wishes the BEST for me, by saying "for your sake, I hope its not physical damage and it is repaired". Well it certainly didn't seem like he wished the BEST for me -- the only BEST he wanted was for me to BEST BUY another digital camera.
I am using his personal name because I so mad that I was treated with such disrespect being 20 years his senior -- It saddens me that his condescending ways are acceptable to Best Buy. **, you need to re-examine your methods in dealing with the consumer. That's my BEST professional opinion.
PHOENIX, ARIZONA -- I purchased a Canon Digital Camera at Best Buy, with "assistance" from one of their sales people. It was about a 10 minute process, and in the course of it, the memory card slot of the camera was discussed... Because I own a number of CF memory cards (used with another Canon Elph camera) and wanted to be sure they were compatible. I was assured that they were.
So, again, I made the purchase... and was happy for about 3 minutes, the walk to my car. Then, I opened the new camera box, tried to insert my memory card... and found it was an SD slot, completely incompatible. I walked back into the store to return the camera (here's where it gets good/bad) and was informed there was a 15% restocking fee. Because I now, apparently, within 4 minutes, owned a "used" camera that the Best Buy salesperson had misrepresented. So, their policy was that I was paying approximately $30 for the privilege of being misled by them.
I spoke to every manager available, I guess to the "top"... and they were totally inflexible, no satisfaction, nothing, the $30 gone. I then wrote to Best Buy corporate online... same. No apology, no credit toward something else, no satisfaction. They had my $30, for nothing, and they were keeping it. I suppose there's some responsibility on the customer to be clear what they want in a product; so you could say I was at fault there. Except, I did ask the right question... and then was misinformed.
I guess you could say I should have checked the box, presumably the card type was written somewhere. But, my mistake was trusting Best Buy and their employee, their service, their integrity. I was on vacation, I was in a hurry. So, bottom line, on principle, I would suggest NOT buying at Best Buy. They're obviously so "mega" that they have no interest in customer service, and no real interest in having competent staff.
MELBOURNE FLORIDA -- I normally research my products before purchasing and never had an issue with my items. In this case, our teenagers have a music recital and 2 hours beforehand, our Sony Cybershot camera malfunctioned. Since the camera was 4 years old, I had no problem with purchasing a new one without researching the product.
I went to the Best Buy in Melbourne FL and spoke with a salesperson and stated I needed a camera with a good optical zoom and outstanding picture-taking capability. Movie capture would be nice but not foremost when purchasing. I have been a Sony guy for almost 2 decades and have been usually pleased with their products. But the cameras have fallen short of their competitors, namely price and functionality, so I knew I would be selecting another manufacturer. I was engaging in a conversation with a salesperson, explained what I needed, price point ($400), my lack of research, etc.
We looked at the Samsung, Nikons, Sonys, etc. The salesperson stated that Sony was bad and Nikons had the best value for the money. He also stated that I had a full 30 days, no questions asked return policy, if the unit did not meet our needs. I felt comfortable with the 30 day return policy and purchased the Nikon. The camera was OK and after 3 weeks, I couldn't justify the cost because the zoom wasn't strong enough and there seemed to be chroming around the images (I am not a pro photographer).
I brought the camera back, all original (used 3x less than 5 minutes each time) and was charged a $45.00 restocking fee. My argument on the restocking fee was that the salesperson said a full 30 day no question asked return policy. The GM of the store pointed to the sign in back of customer service where a myriad of info was located that stated only 14 day return policy and restocking fee applied.
My response was that an individual who purchases items from a store is not going to stop by customer service to validate a return policy when a store employee provides the info. The info was on the back of the receipt as well but I never looked at the back of the receipt and normally never do.
I called the corporate number, disputed the restocking fee with my Credit Card and got nowhere. Conclusion - I don't need to purchase anything from Best Buy and don't plan on doing so again in the future. Amazon and other online retailers provide a much better price anyway. I sincerely hope that Best Buy is sued into bankruptcy and when that happens (not if), I'll be enjoying every minute of their ruination based primarily on their inept salespeople and lack of customer service.
Note: I'm a corporate professional who understands the meaning of profit, financial statements, management statements, etc. But, if a representative of a firm provides faulty info to a consumer, the firm should and will be held liable.