Best Buy Consumer Reviews - Page 6

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.

RESTON, VIRGINIA -- My story of trying to get my Batman: Arkham Origins Pre-Order: Firstly, let me state that I fully understand that mistakes happen. The imperfect human condition means that no person, company, or system will ever operate without at least a few hiccups. However, it seems to me that Best Buy's atrocious handling of the shipping issues that have impacted the delivery of pre-orders for the PC version of the new Batman: Arkham Origins game goes far beyond the “unexpected error” realm and into the arena of utter incompetence in business operations. Here is my short story of trying to procure my pre-order:

I pre-ordered a copy of the PC version of Batman: Arkham Origins several weeks prior to the game's release. My order was processed on Bestbuy.com and I requested store pickup at the company's Reston, VA location (Store #297). I received an email confirmation one day prior to the game's release date indicating that my order would be ready for store pickup the following day. At this point, Bestbuy.com also indicated that my order had arrived at the store and instructed me to pick up my order as soon as possible.

The following day (October 25th) I drove to Best Buy Store #297 to pick up my order as instructed. I did not go to the store until later in the day - around 7:00PM. When I arrived at the store and provided the clerk with my order information and confirmation email, I was given nothing more than a puzzled look. Store staff proceeded to ignore my presence for about 30 minutes whilst various employees looked through their computer systems, paper records, and physical store shelves.

I was given no information regarding what was going on and was simply forced to wait until someone returned to speak with me. I ultimately got the impression that the store staff was simply waiting for me to become frustrated and leave as they eventually gave up on trying to locate my item and went about completing other tasks and helping other customers. I eventually had to re-approach the employee to whom I had initially spoken upon entering the store to inquire why no one had returned with my order.

He simply stated that my order could not be found and no one had any idea where it might be located. Ultimately, the best that the store could muster was to take down my phone number on a sticky note - they indicated that they would call me if my order showed up on a truck the following week. For the record, I have not heard anything back from Store #297 to this day.

After returning home from the store and reviewing my confirmation email, I became concerned about my ability to pick up the game from the store if it arrived the following week. I was scheduled to be out of town on business during the next week (i.e. this past week) and as such I would not be available to retrieve the item from the store. This worried me as my confirmation email indicated that my order would be cancelled and forfeited if I did not pick it up within 8 days after it had arrived at the store. Given that Best Buy's systems were indicating that my order was ready for pickup, I could foresee problems looming in the near future and thus reached out to Best Buy via their customer service phone line.

After explaining my situation to a very disinterested-sounding phone representative and having little success in terms of getting him to understand my problem, I asked to speak with a supervisor. After waiting on hold for a protracted period, I was eventually able to speak with a customer service supervisor on the phone. After explaining my situation to the supervisor, she ultimately indicated that all she could do was to “suspend” my order in her system. She indicated that “suspending” the order would prevent it from being automatically cancelled by the system and thus would assure that my order would be held at Store #297 until I returned to town and was able to visit the store.

Additionally, she noted that I would need to call back prior to picking up my order as it would need to be “unsuspended” by a phone agent before the staff at Store #297 could release my order to me. I agreed that this arrangement sounded fine and the supervisor further indicated that she would immediately send me a $30.00 gift card due to the trouble with my order. I thanked the supervisor and, after reconfirming that my order would not be cancelled (I adamantly wanted to ensure that I received the pre-order bonuses to which I was entitled), ended my phone conversation.

I then proceeded to wait throughout the week to see if I received a phone call from Store #297 indicating that my order was ready for pickup. As I previously indicated, no call ever came from anyone on Best Buy's end. During this time, I ignored repeated automated emails from Bestbuy.com indicating that my order was awaiting pickup and in danger of cancellation. Researching the issue online, I ultimately discovered a post on this forum (from **) indicating that store pickup pre-orders for the PC version of this game would not arrive in-store until “around November 2nd”. Given this information, I decided to simply wait until I received confirmation that my order is ready for pickup.

I returned home this weekend and have since continued to wait for a communication from Best Buy to confirm when I would be able to retrieve my order from the store. I have received no such information to date via any channel. Rather, even after going to great lengths earlier in the week to assure that my order would not be auto-cancelled by Best Buy's terrible order systems, I received an email from Bestbuy.com this evening indicating that my order has been cancelled and is no longer available.

It is simple astounding to me - my much-awaited and paid-for pre-order has been lost, supposedly due to my lack of timeliness in picking up my order, even before the store actually received the product that I was seeking. Just to add insult to injury, I have also not received the $30.00 gift card that I was promised as compensation for my troubles. A simply incredible display of stupidity, carelessness, and disregard!

Overall, I want to make it clear that my primary complaint against Best Buy is not the shipping delay that impacted their stores' ability to fill pre-orders, but rather the company's complete inability to effectively respond to and remediate the issue. It is just ridiculous to think that the company's order fulfillment systems are so broken that they cannot manually suppress automated emails with incorrect information, update order statuses on customers' accounts, or prevent orders from being automatically cancelled when the product is not yet even available for pickup!

Perhaps even worse, why is it that Best Buy's store, phone, and web support personnel are not able to get on the same page in terms of being aware of the situation and providing the customer with a consistent picture of how the problem will be solved? My question for the BBY forum moderators is this: why should I (or anyone for that matter) ever attempt to order anything from Bestbuy.com or one of the firm's brick-and-mortar locations again?

Why is it that Best Buy's order fulfillment systems have now automatically cancelled Arkham Origins PC pre-orders? Is no one at Best Buy competent enough to override the automatic 8-day store pickup window given the shipping issue and the fact that the orders are still not ready for pickup? THIS IS INSANE! Despite the fact that I received an email earlier this week confirming that my order would remain valid until picked up at the store (i.e. when it eventually arrives), my order was cancelled this weekend due to “non-pickup”. How can I pick up my order if the store does not have it?

I visited the store earlier today and was told that they know nothing of the problem and that there is nothing that they can do. They tried to sell me a copy off of the shelf, but this is completely unsatisfactory and I pre-ordered the game and insist upon receiving the product that I was promised (including all pre-order bonus materials - case, codes, etc.).

A further even more infuriating update. I just spoke with a supervisor from 1-888-BEST-BUY. He informed me that at this point there is nothing that Best Buy can do - my order has been cancelled and I will NEVER receive all of the bonus materials that I was promised. He went as far to quote the Bestbuy.com terms and conditions that Best Buy reserves the right to cancel orders at any time and for any reason. WHAT KIND OF CUSTOMER SERVICE IS THIS?

Even worse, I was told that because the steelbook case is in the mail being shipped directly to me, this “partial order” was still valid and I will be charged $50.00 for the case alone! What?!?!? I never agreed to pay $50.00 for a case! All that he could offer me was to place a new order for the regular version of the game and discount the price to offset the cost of the steelbook alone.

This is completely contrary to what I was told in the store today by the MoD (he assured me that I would not be charged for the cancelled order even though I would still receive the case via USPS). The phone supervisor simply shrugged this off and informed me that, “Best Buy stores have no idea how our online services operate.” COMPLETE INSANITY!

Is this company so siloed at the corporate level that they cannot even handle a simple pre-order shipping error? Ultimately, what Best Buy has done is cheated me out of the product that I ordered, charged me $50.00 for a product that was explicitly listed as free on their website, gone against their written word that their shipping woes would not affect the delivery of my product, and finally committed bait and switch in sending me the regular version of the game with no discount to speak of contrary to my confirmed order. This is the absolute last time I ever do business with Best Buy and everyone that I know will hear this story!

OCEANSIDE, CALIFORNIA -- On the morning of July 4th my 8-year old son and I went to Best Buy Mobile at the Oceanside Shopping Mall. We were there to purchase two pre-paid cell phones (one for him and one for his brother). The Assistant Store Manager ** was helpful, but seemed very uninformed as she struggled through every step of helping us. Our concern was finding a phone that would work for calls and text and limited internet as they would always have access to WiFi.

After about 45 minutes she convinced us that Boost Mobile was the best option for us. We selected two phones (Samsung Galaxy and a Kyocera Aqua). We were told that the Samsung would get us a $50 Best Buy gift card and that it would cost $55 to activate each phone and get one month's service. After another 45 minutes to get them activated we left with two phones that we had tested in the store.

Upon getting home my sons realize that the phones are getting no service at all. Not a single bar and calls cannot be completed and texts are failing to be sent. I do some research, find that Boost Mobile is using Sprint cell towers, and I had previously known that we were in a Sprint Dead Zone. In order to use Sprint in my area (Vista, CA) you need to have what is called an AirRade that Sprint will sell you and charge $10 per month to basically use you at home internet to get a cell signal. I called Boost, I called Best Buy and neither could really help because this is listed as a covered area for Boost.

After two days I attempted to use the $50 Best Buy gift card that I had been given and was told it had never been activated (there was no mention of it on the receipt either). Called Best Buy again and they confirmed the card had never been activated. I was so frustrated at this point that I wanted to return both phones. Unfortunately, my youngest son had decided that he would just use the Kyocera as a game, so we kept that one.

On July 12th I returned the Samsung to the Oceanside Best Buy. I had been told by Boost that I could get a refund for the phone as well as the $55 that had been paid to activate the phones and that the people at Best Buy would deactivate the phone and handle that. When I arrived at Best Buy I was told that I could ONLY get a refund for the phone and the extended warranty, but not the activation. I was told I would have to go back to the store that sold me the phone to do that. I asked that he be sure to deactivate the phone and he said he would do that.

I called over to that store and the Assistant Manager who had sold me the phones was NOT in, but I was told that they COULD NOT issue refunds for the activation anyway. On the evening of July 12th at 9:28pm I decided to call the phone number to see that it had been deactivated and to my surprise someone answered the phone. When I asked who it was using the phone, the person hung up. It sounded suspiciously like the person who had issued the refund to me, who also said he was a Boost Mobile customer.

On the morning of July 13th at 10:05am I called the Best Buy Store in Oceanside and spoke to an assistant manager named **. I explained the situation, he said he would look into it and get back to me later that day. Between July 13th and July 19th I made two more calls to the phone number and both were again answered. One by a woman and one by a man.

Let me preface this by saying that I am a long time and loyal customer of Best Buy. I have spent no less than $5000 per year at Best Buy for the last 5 years or so. My wife spends as much as $10000 per month at Best Buy for business related items. She spends so much that she has a personal sales representative from Best Buy who delivers her orders to her IT department. I have never previously had a bad experience with Best Buy.

On July 19th I called Best Buy corporate and spoke to a woman named ** and a "case number" was issued. She said during the call that she would put me on hold and contact the store manager to see what could be done to trace the phone. She returned and said that she would need more time and that she would call me back TODAY in the morning. So far no call, but the phone is no longer active.

I would really like Best Buy to explain why I should be held responsible for the $55 activation and service fee on a phone that was purchased under the advice of an Assistant Store Manager. Further I would like to have explained to me how a phone that I returned was still being used a week after I had returned it. Seems to me a cut and dry case of internal theft or misappropriation by one of the Best Buy employees. They are using the service that I have been told could not be refunded.

UPDATE: July 20th. I received a call from ** at corporate today (on a Saturday) and she stated that ** (the assistant manager at the Oceanside store where the phone had been returned) had found the phone in the correct bin and properly sealed. He also stated that he had reviewed the video and found the person who had answered the phone and that they were being "counseled".

This does not explain the fact that the phone was again answered two days later, and again on the fifth day after being returned. I find it interesting that the phone was NOT deactivated yesterday when I called corporate, but today it is. Still no offer to issue a refund (or even a store credit) for the $55 for the activation.

CORPORATE, MINNESOTA -- Is it any wonder that Best Buy is headed out of business?!? As a 20+ year customer who has bought tens or thousands of dollars in electronics from this national chain, I just experienced their decision to discard my patronage over $150 in warranty coverage, brilliant! In October 2011 I purchased the new iPhone 4s the day it was released. Rather than purchasing through AT&T as with previous iPhones, I decided to give BB a try at their Palm Beach Gardens Florida store.

The representative at the store talked me into purchasing the 2-year warranty coverage on the phone by comparing their coverage to what AT&T offered. He explicitly explained than compared to the carrier's coverage, BB would replace the phone due to any damage if you simply brought it into any store in any condition (damaged, waterlogged, whatever). He specifically stated that as long as it was not lost, the phone would be replaced with a new one. Guess I should have questioned further the validity of that sales pitch (don't tell me these guys don't have some type of incentive or quota to sell warranties!), but for 18 months I had no issues.

Then on a trip back to Florida in April I dropped my phone and broke the front glass. Since I was flying back to my new home in Idaho the next day, I took it in to get a replacement phone. What I experienced was the "Best Buy Shuffle", shuffling the customer off to the Geek Squad or off to the 800 number without any interest whatsoever in solving the customer's problem.

My "replacement" warranty that I was sold turned out to be a 3-day send it out refurbishment program that required coming back to the store to pick it up. Being nowhere near a BB store in Idaho, I needed a solution right then and there. After much "shuffling" that store and another Orlando BB store the next day, the district Mobile manager the next day said "no way" to a replacement phone. The solution I then found was a two-hour glass replacement at a strip mall repair facility before my flight.

Upon demanding a refund of the misrepresented warranty coverage, I was told that all they could do was cancel my warranty coverage and give me a pro-rated refund. After hours of talking to various corporate departments at the agent and supervisor level, this heretofore loyal customer was told the best they could do to keep my business was a $75 gift certificate. Once again BB attempts to cover their sales tactics by negotiating with enticements back to their stores, very transparent.

In explaining to the last corporate customer relationship representative I spoke with that they were about to lose my future business over this refusal to refund a warranty that was not used, he took a combative stance explaining that I was the one making the decision not to shop at BB in the future, not them. Who is the customer and who is the vendor? Do they think they are bestowing a privilege to let me pay them thousands of dollars for electronics?!?

Now I want to highlight my experience to the Wall Street analysts that cover BB and the BB board members. Perhaps Mr. Joly needs to hear how his policies are losing his failing consumer electronics warehouse firm loyal customers such as myself while negatively influencing my family members and friends. What is the old saying "Good news travels fast, bad news travels at the speed of light"?

CHANLDER, ARIZONA -- Best Buy's/Geek Squad 5 Point Pledge #4: Do what it takes to make it right. Boy has Best Buy failed this miserably. 1/30: Take my Galaxy Note 2 in for repair (GPS doesn't work at all, everything else is fine). Worked at Best Buy in Chandler, AZ, was told and I quote "Normally these phones come back within 48 hours, but the policy is 3-5 days". I made it very clear this is used for my job and that 5 days is the max I can wait as that would fall on a Sunday/Monday and I could use my phone again for my job. 1/31: I called Best Buy to check on the status of my phone, the lady said "nothing yet".

2/1: I called Best Buy to check on the status of my phone. Same lady answered and said "sorry still not in". 2/2: I called Best Buy to check on the status of my phone, same lady yet again and the answer "sorry still not here, this could take up to 5 days". I explain that It's for work and I'm just making sure it comes in on time as promised. 2/3: I called Best Buy to check on the status of my phone, same lady again and she already checked for me and told me it'€™s still not in.

2/4: I called Best Buy to check on the status of my phone, someone transferred me to the Mobile Dept. The guy takes my phone number down and tells me he is checking the status now. He said that it still isn't in and how long has it been. I say "this is day 5 and I was promised my phone back". The Best Buy representative tells me, in a very rude voice "you are just going to have to wait as it'€™s not in yet and we have no control over this€. I hang up out of frustration. 2/5: I called Best Buy again to check on the status of my phone. Today they tell me "I'm sorry it's on back order, anywhere up to 2-3 weeks for that to come in."

I've called every day for 6 days and on day 6 all the sudden my phone has a 2-3 week delay now! I spoke to the Manager ** at Chandler Best Buy. He tells me there is nothing the store can do as they don't have the power to make the call on a replacement phone. I work with ** for about 1hr and get nothing but "call Geek Squad as they can make the decision".

I call the Geek Squad, 35 minutes of being transferred around and telling my story to 4 different people I finally get a Manager who says they can help me. They put me on old and tell me "we are trying to find you a loaner phone now". I explain that I have a loaner phone (HTC Desire 4g) and it's not powerful enough for my business needs.

I spend 1/½ hours on the phone with Geek Squad for them to tell me the following: they do not see any back orders in their system (yet the local Best Buy says they see a 2-3 week back order); they do not have the power to ship me a new phone ASAP and that'€™s done by the store; they are unsure to why ** at Best Buy had me call them, he should have called them; they gave ** instructions on how to get me a new phone through the "Bridge" within 24hours. I was instructed to work with ** at Best Buy.

I call ** while having Geek Squad on the other phone, they both agree I need to work with ** as he will be contacting the Bridge for me to get me a phone within 24 hours. ** hangs up with me and calls me back after talking to the Bridge. He tells me "5 days for them to respond to this escalation". 5 days!!! I ask to speak to a store manager, he's out at lunch.

It's now 7:30pm, I'™ve been on the phone since 4:30pm trying to get a straight answer from Best Buy to find out when my phone will be as now my job is affected due to this. I talk to the store manager ** and he tells me if I don't get a replacement phone in 5 MORE days that he will write one off in store for me.

This is nice and all however I was promised 5 days to begin with, I made it very clear this is a work phone and my job depends on it, and still nothing. ** was absolutely useless and wasted more of my time. He gave me the Regional Manger's number ** which I called, left a VM and never heard anything back. I have a feeling this is the wrong number as its a girl's voicemail but I left a message anyway.

The thing I find comical about this is after my 3 hours of fighting with Best buy I get an email from Geek Squad saying my phone was ready to ship out. Did I really have to spend 3 hours fighting with Best buy when you promise "Do what it takes to make it right"? I still don't have a phone and now I'm forced to buy one at full price due to Best Buy's horrible customer service. I'm done with Best Buy as a company and will never shop there again or use their online store either. The customer service is horrible and I now understand why this company is on the verge of going under.

KENNESAW, GEORGIA -- We bought a washer, dryer and dishwasher from Best Buy about a month ago. They sent me an e-mail the following Wednesday saying they would call between 7-9 PM Friday to set up a delivery time. Then they sent me the same e-mail on Thursday and again on Friday. I waited, they never called.

When I called the store on Saturday asking when they were going to deliver they said it would be between noon and 4PM that day (Saturday). I asked what happened to the call on Friday and they said that they had left a message at noon that day. The idea of this tactic is that when they tell you the time you will have no input into if you are going to be able to be there or not. It is that simple, you are either there or you don't get it.

When they showed up to deliver and install the appliances the installer was in a bad mood and swore the entire time. During the installation they managed to crack in half the drain pan that the washing machine was sitting in, scratch the face of the dishwasher, crack the pipe from the drain to the sewer for the dishwasher connection, they did not install the venting from the dryer to the outside of the house correctly (I am afraid to use the dryer for fear it will catch the house on fire) and the dishwasher dryer cycles does not work.

We have called the store several times to complain and to get this issue resolved and they keep saying that the manager will call me back and he never has (it has been 3 weeks). They keep putting me in touch with the salesman who does not have the authority to do anything. I finally found out about a division they have called the Public Defender who I was told has the authority to do all kinds of magical things (another lie).

When I called he apologized (as they all do) and then he set the wheels in motion (as he put it) to get the issue resolved. The problem is now that he is off for the next 2 days (I hope it was 2 days and not 2 weeks) and that nobody else is allowed to continue on with resolving my problem on getting a delivery time set up till he gets back on Wednesday.

I can only guess that because he is off, they are going to close all of the stores and offices till he gets back. He must be the only one with any authority to do anything. The entire company must be waiting on him for everything. When he does get back on Wednesday and tries to set up a delivery they will already be booked solid and they will schedule me for the end of the day. Also, they give you a 4 hour time window and expect you to be there waiting on them the entire time! We have done this for 3 weekends now and still have not had any results. I can only imagine how bad a shape Best Buy must be in when he goes on vacation!

The second mistake I made was putting this on a Best Buy's charge (the first was buying it from Best Buy). You have no rights to dispute this with the credit company if it is on a Best Buy card. Normally I would just tell VISA (or whoever) that I am disputing the charge and Best Buy would not get a penny till the issue was resolved. It is not worth a 10% discount when they destroy your home. Anything that I saved and more will be spent fixing all the problems they have caused and trying to get the bad appliances they supplied replaced.

If you look at the Investors Report you will see that their number one goal is to expanding into China, not to improve customer service. This is because they have ruined their reputation in this country and are hoping that the people in China will be stupid enough to accept their policies and not question their authority.

I have no idea what I can do to resolve this issue promptly since the guy handling my case is off for the next couple of days. The store manager refuses to call anybody back at any time, they will not assign my case to somebody else to resolve and they will not get a General Manager or District Manager involved or allow me to contact them.

I am guessing they want me to pursue this as a legal matter. I can while Best Buy is having financial difficulties and will soon be following the same path as Circuit City. It is my fault for not buying the appliances at Lowe's or someplace else to begin with.

My complaint begins with the radio and antenna installation I had at the Plattsburgh NY store. My daughter bought the radio for her father's birthday in July. Soon afterward the reception would go in and out especially when it rained. We went back to the store and spoke to the installation person and he said it could be a pinched wire. Since it was installed at the store I thought they should be the one to repair it or put in another antenna.

The service person then informed me I would have to buy a new antenna and pay for installation if I could not find my receipt. I told him he should be able to find installation after a certain date (birthday) with purchase of radio. He looked for it and said he couldn't find it in his computer. I finally gave up. The reception finally got to the point where we wouldn't use the $400 radio and the $188 charge for the service at all because of no reception. (It wasn't even two years old.)

We made a few other trips to the store to find out if there was another answer (total of 8 trips in all at $4.00 a gallon for gas, in all to date) with another tech. I asked if there was another antenna that we could use and he said that was the only antenna available, so I didn't have an option if we wanted to use the expensive radio. I was told the same thing over again. Finally I got fed up and went again and asked for the Mgr. He said that he would take care of the installation and there wouldn't be a charge.

I brought the car in and the tech looked at it and said that the antenna case on the top of the car was cracked and water leaked into the inside where the chips were and it was all rusted. He said he had never seen one like this and I said it probably was defected when it was purchased (since everything comes from China). He said he would install a new antenna and I should not be charged for it.

When I got a call that the car was done he informed me that he spoke to the Mgr and he said I would have to pay for the antenna but not the installation since installation is guaranteed and there wouldn't have been a charge any way. Needless to say I was enraged after all I had been through to get this mess straighten out.

When I got to the store I asked to see the Mgr. I was fit to be tied as I had made arrangements to have the car picked up as there wasn't supposed to be a charge. The Mgr informed me that (against the technicians recommendation as he has installed other antenna's with different problems and customers weren't charged and they was an unusual situation) I would have to pay for a new antenna. I told him that the store should stand behind the product that they sell, that I had no other alternative but to have this antenna if I was to use the radio that I purchased there.

He was very defensive and not very obligating and we were standing in the middle of the store arguing (very unprofessional). He wasn't offering any other alternative other than to uninstall the antenna. I told him “This was fine if there was another antenna that I could use with this radio.” He said and the tech confirmed, that this was the only antenna that they have and the only one that would work with my radio.

The Mgr came on very defensive, didn't know how to diffuse an upset customer, very unprofessional in his attitude and almost to the point of being rude. He then asked what I wanted. I said I should not have to pay for a defected product that your store carries and you should back your product.

I would get better refund and adjustment service for a return at Walmart. He argued with me for about 15 to 20 minutes till I was at my wits end. (This is good customer care - I DON'T THINK So!! I guess customer satisfaction is not in their motto.) Finally he said again “What do you want.” I said then “If you won't back your product, I have no other alternative but to keep this antenna. The least you could do is give me a discount.” He then asked “Like what.” I told him “at least half off.” By then it was the principle of the situation rather than the monetary value.

I wasn't looking for anything just what was right from a good customers point of view (my family has spent thousands of dollars in purchases in this store). I thought the reputation of a store was up most with customer satisfaction with sales and service. If he had offered a 20 or 30% discount I probable would have taken it as a sign of good faith but I was really fed up after almost 1/2 hour him on this topic.

I don't think I was being unreasonable to ask a store to back their product when there is no other alternative. I really do hope this gets to the District Manager, as I was told by the Mgr that he owned this store (ha! ha!) and there was no one else I could speak to as I had requested this at the beginning of our conversation. I had worked retail for 10 years and learned how to diffuse an angry or upset person and this definitely was not in the book.

FOLSOM, CALIFORNIA -- My husband and I bought two Samsung phones through Best Buy in Feb. 2010. Our phones would not hold a charge more than ½ day so I called Folsom Best Buy on 12/10/10 and asked them if I could order some batteries for our cell phones they told me I would have to come to the store to initiate the order.

So on 12/13/10 we went to order the Samsung batteries at the Folsom Best Buy on Iron Point Way. We were in the store over two hours because the clerk tried to order them on the Geek squad computer (help desk) which they found they couldn't do. The computer in the cell phone area and where the Geek Squad are not compatible. So then they took me back to the cell phone area and called Best Buy customer service. I don't think the clerk that was helping me was from that dept because it did not seem like he knew what he was doing but he was trying. After two hours in the store we were ready to leave.

The clerk told me they were ordered and I should receive them within 7-14 working days at this time I received no paperwork but just glad the order was done and we could leave. 1/4/2011 around 2pm we went to Best Buy in Folsom to inquire about what the status of our batteries for our Samsung cell phones that we ordered over two weeks ago(12/13/10). ** helped as best she could. My complaint is not with her but with you.

What good is it to have insurance when something goes wrong if what is wrong is not available to the consumer? Meaning we ordered two batteries for these phones like I said two weeks ago (at that time it took over two hours for the Best Buy clerk to get through to customer service and get the order right) and now we were told today that there is no ETA on this either because Best Buy does not have them in stock nor do they manufacture them so they have to be ordered and Best Buy is waiting on the order to come in? My order #'s are= **. This is what the clerk gave me on 12/13/10 as reference #'s.

** said that it is unusual for batteries to go bad? Does it matter what part of this phone goes bad? If I need batteries they should be at my disposal or tell me what the heck good is it to have your insurance we could have bought the batteries for as much as I have invested into this insurance this year! Now I have always bought products from you and have been quite satisfied till now. In fact we were thinking of buying a television but I have my doubts that I would want to buy one through you when I cant even get a couple of simple batteries to keep my phone charged more than a day! You tell me what I should do? Then again you tell me what you would do?

I thought this would be such a simple request that has turned into a nightmare of waiting, complaining and frustration. We pay $6.99 per phone for insurance that is $13.98 a month for what you tell me? No telling how much longer we have to wait to get these. I am so dissatisfied it is unbelievable. Why can't I just get the battery from the store when I go in? Why do they have to be sent to me? This is such bad customer service?

I called 1-888 237 8289 today and talked to ** a representative for Best Buy after explaining my problem to him he told me that it doesn'€™t look like the order was completed that is why I have not received the batteries I requested? I asked ** how that could be when I had the order #s of **. These were given to me the SECOND time I had gone to Folsom Best Buy and asked them what had happened to my battery order?

I asked to speak to a Sup I was given **, I told him I was so tired of explaining this dilemma. What I needed is a resolution to this request. He told me that he sees that there are quite a few people who have dropped the ball and he said he would get me the batteries I needed plus a $20 gift certificate. ** told me I should receive the batteries by Jan 24th. At this time ** did not ask for any S/N on these phones he just reviewed what had been done for me which was basically nothing. He apologized and ordered them.

1/20/11 We received only 1 battery from UPS today at about 2:30pm that is why called Best Buy customer service and I got on ** on the phone at 3:10pm asking her where my other battery was? I tried to tell ** how upset I was about all the mishaps that had happened and all the time I had invested in this and ** told me, "lets move forward and not sit in the past!" I told her "you have to learn from the past before you can move on otherwise we are going to make the same mistakes and I am sick of the mistakes being made!" She told me she had to call parts and I told her I would hold.

She said ** ordered these phones and I told her no I got them and pay for the insurance. She asked if he was there and I said yes. She asked if we could get the s/n off the phone. I asked her where it could be found. We finally found it behind the battery and was too hard to read. We finally gave her the s/n and she said she would call us back. ** finally called back and told us in a rude manner "You gave me the wrong number." I told her "let me look at it again." I told her that give us a minute we will get the magnifying glass to read the numbers better. She said, "that is your problem you are giving people the wrong s/n#s."

I told her "wait a minute ** my husband is 72 years old and I am 62 years old and our eyes are not the same as they used to be." That was mighty rude. We had made a mistake one of the numbers was actually a letter but the s/n is so small. Anyway there was no excuse for her to be so rude she will be where we are some day and I hope no one treats her like she treated us. I also told her that if we would have known she was going to ask for that we could have had it ready but ** never asked for the s/n. She then said she would call me back when she got the battery ordered.

1/20 ** calls back. 4:45pm just called back and told me that she has ordered the battery and it should arrive within 7-14 working days. She told me she could give me a $25 gift certificate and I told her no way I want $40 and the $20 that ** promised me also. She said then she is through with my call. I told her, "No you are not through with my call till you follow through and make sure I receive my battery and the gift certificates then you are through." I also told her that my anger and disappointment is not directly at you as though it might seem that way but there have been so many people that have dropped the ball including your co-worker **.

I told him I needed two batteries for the two phones and he ordered 1 battery. I had told him I pay 13.99 a month for two phones and I needed two batteries (1 for each phone what part of that did he not understand?). ** told me "who's to say that you didn't get two batteries?" I told her "I resent that comment. I hope you aren't trying to insinuate that I am being dishonest?" I told her "I have a slip that shows only 1 battery was ordered. You cannot hold me responsible for everyone's inefficiency. I am not satisfied with the insurance or the customer service I have received. I respect efficiency and effective service I have received neither."

I told ** I could have gone down into Sacramento to Batteries Plus and bought the batteries I needed right away instead of waiting and still waiting on a service that was supposed to be reliable and dependable. Well that is what they told me when I signed up??? I have spent $167.76 this year on insurance for these phones and all I wanted was a couple of Samsung batteries? What is your take on all of this!!! What would you do if you were me?

2/3/2011 (4:05 pm) Called Best Buy contact was ** I gave him my case # and order#. I asked him to look at the notes and help me out. He said he had no access to the parts dept so he was going to have to turn me over to them. ** after looking at the notes he apologized to me and said that the bad customer service that I received might have been due to the seasonal help they hire during that time. ** did give me confirmation order #'s for the new battery is: ** and the order # for the return is: **. He was very cordial and was sorry he couldn't have done more to help me. Now that is good customer service compared to what I have experienced so far.

I have been turned over to ** in the Geek Squad I gave him the information he asked for and he told me that my order had been cancelled because it was sent in as a duplicate order. So no one contacted me I would have never known what happened! I told him I wanted a refund for the insurance I have been paying on for over a year. He told me "I understand your frustration and I would be upset too." He told me he was going to talk to Corporate Office and let them know what is happening so please hold for a few minutes.

I told him my husband is 72 years old and has diabetes and high blood pressure I use these phones all the time it is imperative that I have these working. He said he would relay my concerns and put me on hold. ** from Corporate office is on the phone now I told him what I wanted and he told me he couldn't do any of what I asked. So why did he waste my time? He told me he was going to turn me over to Customer Care? It is now 5:10pm and I have been disconnected "please hang up and dial the toll-free # again."

5:15pm I call back and get a hold of ** in Geek Squad and she tries to put me over to Monthly billing which is closed and she said that is probably why I was disconnected. Well thank you for that great exceptional customer service where your call counts. She told me to call back tomorrow!!! 2/4/11: Called back 12:10pm Rep did not give me a name she forwarded me to the Mobile Unit while music played for 10 min. 12:30pm Elise said she cannot help me and forwarded me to her supervisor and then I am disconnected.

12:31pm Call back Cust Rep no name I told her I had been disconnected and would like to talk to **. She told me she did not know anyone by that name but forwarded me to Corporate Office. 12:45pm ** said "I will more than happy to cancel your plan but I cannot give you a refund." He said "I am awfully sorry for what has taken place here but I do not have the power to issue a refund."

I said "I have waited this long to someone like yourself to get a resolution to this matter and all I get is an apology. I have had those since this all started and you know they don't mean much to me anymore what a want is a resolution to this problem. Every time I call they tell me that I am going to receive exceptional customer service that is a guarantee." I told ** I need to talk to someone above you. 1:00pm I have been turned over to ** (Customer Relations) tells me there is nothing she can do for me. No refund.

I guess I am writing this is so no one like me is tricked into getting their fabulous cell phone insurance. Buyer beware. It is not all what it is cracked up to be. Don't be a fool like I was, stay clear if it is too good to be true it usually is.

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

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

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

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

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