“The worst customer experience I have ever had...period. Terrible online order system, arbitrary cancellation of orders for issues outside customer control having to do with address entry protocols, trivial issue with the result of a cancelled order and then the item was out of stock! Promises of call backs not kept, long waits on hold with zero satisfaction. The humans at Best Buy have no autonomy or decision making authority and customers are lost in the machinery. STAY AWAY FROM THIS ABUSIVE UNRESPONSIVE BUSINESS!!!”
“Geek Squad was unwilling to assist in replacing the battery in my laptop even at my cost despite having totaltech support. They would not even offer to help me determine what type of battery I needed such that I could purchase it myself. In so many words they told me I was on my own. The request for other services went downhill from there”
“Excellent store, they must have revised their policies, because accidents happen, but Todd Austin made it up to me, this store is a lot better than Amazon or any other for help. they made me very happy! you should shop there.”
“Companies do make mistakes, but I have never been helped more than the BEST BUY Gresham store, by Todd Scott. This is much better than Amazon. I will continue shopping here.”
“I paid/ ordered a $380 portable gas grill for a surprise gift to my husband. He received it from fed ex not more than an hour ago. It was delivered in its original box, Instead if being concealed. Knowing that people are shopping for their families for the holidays. This has been very upsetting to me. I have been crying for hours knowing that a surprise I ordered for Xmas was shot, since he was outside when fed Ex delivered it. Needless to say my Xmas was ruined!”
“Terrible customer service, bestbuy customer member since 2016. When you call the local store they redirect to India. I'd multiple pick up issues. I'm canceling my membership”
“Garbage. I'm trying to cancel a Geek Squad membership I signed up for. The people in store told me I needed to do it online. So I waited on a queue to speak with an agent and when I tried to cancel they informed me it's a year long subscription and I'd incur, like, $200 dollars in penalty for cancelling. Thing is, when I signed up for it I asked the representative in store how it worked and they told me it was month to month. After communicating this to the agent they informed me there was nothing they could do, despite it being a mistake made by one of their representatives, misinforming me, and I needed to go IN-STORE to escalate the situation. Absolute garbage. If your company misleads people in an attempt to gouge their wallets, then they need to have the power to fix such mistakes. Geek Squad jerks you around every opportunity they can. Stay far away.
This is all after a truly horrific repair process which took three times as long as estimated and wherein they couldn't communicate with me because they ignored my requests for e-mail communication FOUR TIMES. Stay far, far away!”
“Will never buy from their online store again. 3 weeks after order was placed and paid for, i still wasn't able to schedule a delivery. Over that time frame I made 5 phone calls and eventually got through to a supervisor lol. Well he said I must go to a store a fetch the TV (75 inch tv) or i must go to the store to make delivery arrangements lol. What's the point of ordering online. It's disgusting Best Buy!
So I learned my lesson to buy from them but the good thing is they not the only online stores that sell 75 inch TVs. Amazon here I come.”
“I purchased a open box dell laptop running window 10. It has random flickering cursor issue and does not upgrade to windows 11. There were some errors in log while trying to upgrade. When I purchased, I was told that it was fully tested and perform not difference than the brand new.
The only thing that the techs can do is recommend exchange the laptop. They cannot do any debugging, try to fix even if I told them to take 1-2 weeks. Now the exchange guy is going to recommend you any other laptop without knowing what are the features you must have. That guy's recommended laptop was lower end in most of the resources. For that, he is going to charge you the difference in price. That is all your option if you don't agree, leave the laptop, take your money back and go.
The open box is slightly economical but that does not mean you take it and if there are issues just return it. I see the serious quality/reliability issue with best buy. They are wasting your time/money. I don't know what their "thoroughly tested" standard means, the errors are right there in the eventlog which doesn't require a tech savvy to figure out.
They took this as an opportunity to up sale their another laptop of their choice.”
“Item purchased was not in stock. Sent to distribution warehouse 6 miles away. 50 minutes to finally get my item and I was the first to arrive with no line. They were terribly understaffed with only one order picker that showed up for work, yet about 50 cars in employee lot. They handed out vibrating restaurant pagers and told us to wait outside... but none of them worked. By the time I left, there were 10 people in line. And they wonder why they've lost market share to Amazon Prime Delivery. I won't step foot into another Best Buy.”
“I am travelling abroad tomorrow, so I found a store that advertised the fact that they have stock of the $400.00 Apple Watch which would be AVAILABLE FOR PIUCK UP TODAY.
Predictably taking the $$ from my credit card was smooth easy and INSTANT.
Then I got an email confirming that it was being prepared for pickup TODAY !!!!!
5 FIVE hours later I drove the hour to collect it. That is when the stories and lame excuses started. They never had the order ready and blamed Apple, EVEN blamed me for not waiting for confirmation and said maybe someone came to the store and got priority. Of course I GOT priority when they took the $400. 00 Money is the priority, - customers mean nothing. NEVER EVER rely on these clowns. Buy direct or support Amazon who never deceive. Bye Bye Brick and mortar you have had your fun. Say hi to the Dodo when you fade into history.”
“Bestbuy’s Customer Service is HORRENDOUS! THE worst customer service I have ever experienced!!
Quick backstory…. I recently purchased a Frigidaire mini-fridge on Bestbuy.com and it got delivered to my house. I unpacked it only to find a badly fridge (not ideal ofcourse but it happens, I get it… I was trying to be understanding). However, Best Buy’s customer service to address the situation was what got me all worked up.
In summary, I called BB’s customer service and off the bat, they tried to push me off to the store to address the issue. I explained to them that I cannot fit the fridge in my car but they kept insisting it was the best approach to get the issue resolved! Really?! Finally when they understood, they took forever to process the return and replacement…. And common courtesy would be to offer me a compensation for the delay, inconvenience and frustration - but no offer. When I asked, after much consideration, they offered me a laughable $10 credit to my order. Hah!
So I have to repack this fridge and leave it for pickup. Here’s the real kicker, when the replacement fridge was finally delivered, it was in even worse shape than the first delivery. The box was damaged severely and someone (Bestbuy? Fedex?) had tried to patch it up with flimsy cardboard and tape. I emailed them and guess what…they try to pawn me off to the store! I called them and explain the situation. This time I ask to talk to a manager right away and the rep, like a broken radio, kept repeating the manager is engaged with another customer and that he can help… basically he just refused to transfer me, and then hung up on me!! Ugh :-/ I call back and get transferred around to different departments, but no manager. With each rep, I have to explain my situation and my frustration level continues to rise. When I finally get a hold of a manager, he apologizes and sets up the return/exchange. No compensation offered again. Few days later, unlike as promised, no exchange fridge!! I have no choice but to call back, talk to several incompetent reps that are reading from scripts and no help at all.
I am sick and tired of Best Buy. Part of the reason for this lousy customer service is that they have outsourced their customer service to some remote place where the reps cannot speak decent English, have thick accents, don’t listen or comprehend the customer’s frustration and are following a script .. .and super slow to resolve anything.
Oh btw I one of the reps promised me $100 compensation which they never honored.
Stay far away from this company! You will only get headaches, stress and many hours of your life that you will never get back.
No wonder Best Buy went out of business!!”
“We have tried 3 times to get a refrigerator Installed. They need 4 people to deliver the fridge and we made the company aware of this each time. They continue to only send 2. My wife and I have called out of work to accommodate their delivery schedules. I have never had such a hard time trying to do business with anyone. I will never ever shop at Best Buy again.”
“I purchased a computer in August 2020 and signed up for Geek Squad protection. I now want to cancel the subscription. I have spoken with the live chat, in person support and the store. They cannot find my subscription(been paying every month). I ahve been trying to get this resolved for 3 hours. Now, I'm being told I have to take my credit card into the store. We are in the midst of a PANDEMIC!!! I will never purchase anything from Best Buy again.”
“They charged me twice over $800 each. Then they realized the laptop wasn't even in stock then causing me to pay $1,300 for the laptop that was in stock. This scenario caused my bank to absolutely freak out and they charged me $300 for the inconvenience and cancelled my card. Called Best Buy to complain and no one would even speak to me about it. This is absolutely criminal. BTW it is illegal to charge someone over $800 without their consent.”
“I am beyond frustrated with Best Buy with this roll out. I had used Best Buy's on-line chat numerous times to inquire about the product and it's launch. On October 13 I used the chat to find out about how the pre-order was going to work and when the product would officially open for pre-order. I was told by the employee that the pre-order would open 2-3 weeks prior to the launch date of the product which was November 15th. Which wasn't a big deal as I had assumed that I would have to be closer to the date. So October 25th I again utilized the chat to inquire about the launch date as it was 3 week prior to the November 15th release date. Again I was told through the chat that the pre-order wouldn't be opened until 2 weeks prior to the release of the product. I waited on November 1st and the pre-order didn't open. So again I used the chat this time I was told that pre-order would only be available 2 or 3 days before the release of the product. This time I inquired about an in-store or on-line pre-order system and was told by the Best Buy Employee that the pre-order would be on-line only due to COVID-19 and waiting to maintain social distancing. Which I was okay with. I am a Healthcare worker so I understand waiting to minimize the spread of the virus and putting people in harms way unnecessarily. So I waited again. Then on November 12th, I again waited, the pre-order didn't open so again I was forced to use the chat feature and this time was told that the pre-order would open at 12:01am on November 15th. Despite me knowing that I was most likely was being lied to and told numerous different stories, I stayed up so that I would possibly be able to increase my chances of getting a console. I refreshed the page as I anxiously waited and then the "coming soon" changed to "In Store Only". You can imagine my frustration at this situation as I had been told that the console would be on-line pre-order only and then it wasn't. I am thankful that I maintain all copies of the chats that I had with Best Buy Employees. Best Buy apparently feels that these questionable business practices are acceptable. As a healthcare worker and considering that we are in the middle of. viral crisis I would have assumed that Best Buy would have been more caring about their consumers and been upfront about the pre-order style that they were going to be using. It is apparent that Best Buy doesn't care and instead resorted to this malicious lying about the launch of a long awaited product. I am considering contacting the Better Business Bureau about this specific situation to see what their thoughts are as I have written proof from Best Buy Employees and the malicious practices that the company used.”
“The stores do not take phone calls and you have to speak to someone on a national line. They suck. I have been hung up on...put on hold for 15 minutes...had appointment for radio install and told the parts were in the store and they were not. BEST BUY COULD IMPROVE IF THEY LOOKED AT THE CUSTOMER COMMENTS.”
“We ordered a washer and dryer to be delivered and installed from Best Buy/Geek Squad. This is the location they were supposed to be coming from.
Our original delivery date/time was Tues 11/2/2021 between 2pm and 6pm. 6pm rolled around and our order had not been delivered, and we have not heard from Best Buy/Geek Squad since the calls/texts the day before/that morning confirming our delivery time. I call the call center and they inform me that the delivery truck is at the previous stop and we should hear from them soon.
At 7pm I call again, because we had heard nothing and nobody showed up, and then they told us that the order had been cancelled for the day and it would not be delivered! They could not tell us why it wasn't delivered. It just wasn't and we needed to reschedule... but we couldn't reschedule until the next day, but we will be able to reschedule for the day after that (Thurs) to have it delivered.
Call the next day to reschedule and we are told that the next available date for delivery is the following Tues, a week after the original date. I told them that seemed unreasonable, but I was told I had no other options. Unhappily, we waited until today, 11/9.
So, our window for delivery today was 7am -11am. They called at 6:50 that they were on their way. When they arrived, they grabbed the washer first, and the delivery guys (who were great, actually) showed us a small dent in the back (seen in this review). We said it was alright, we were promised a gift card for the damage, and they installed it.
Next, they went to get the dryer, and it had a HUGE dent in the side. Like, the entire side was caved in and it did not look like it would function properly. The nice delivery guys advised us not to accept the item, and we agreed, so the item was not delivered.
I called to reschedule later in the day and was told I could not reschedule until tomorrow. But I received an email to reschedule prior to this. The next available delivery time is next Wed 11/17... over 2 weeks after our original delivery date! I called again this evening and I asked the rep to speak to a manager (after waiting on hold for 10 minutes to get to the rep). I waited on hold for 40 minutes for a manager, then the rep hung up on me with no notice. That call lasted 58 minutes total.
I called back immediately. Another 10 minutes hold to speak to a rep. Explained I was just hung up on and I still need to speak to a manager. They put me on hold for another 25 minutes.
Finally get a manager, and I'm on the phone/on hold with him for another 30 minutes... only to have him tell me that the best he can do is have the item delivered next Wed 11/17 and that there is nothing else he can do, but offer me a gift card, but he can't tell me for how much until I call again after the delivery is made...
Needless to say, I have canceled the order for the dryer and Lowe's will get us the same dryer tomorrow. I can't believe Best Buy treats customers like this! Absolutely frustrating.
We lost hundreds of dollars between taking time off of work to be here for the deliveries (or lack thereof) and going to the laundry mat because it wasn't delivered on time.
Take your business elsewhere, unless you want damaged items and unhelpful, subpar customer service.”
“I was a very loyalty Best Buy customer for many years and even in their elite program. I have recently bought two very basic TVs and have had the WORST experience. They have a SERIOUS supply issues and i really recommend to anyone considering purchasing a TV from them to reconsider. They were supposed to deliver a TV between 9 am and 1 pm Oct 30th. They called to let me know at 4 pm that they would not be delivering them. They rescheduled for Nov 8th between 9 am and 1 pm and just called at 3:30 pm that they will not be delivering them. They had no problem taking my money!!! but have yet to produce a product.
Please go elsewhere.”
“absolute bulls**t, excuse my French but i just spent almost 2 hours on the phone with support trying to reach an associate in the orem location, for some absolutely stupid reason you cannot call directly to a specific store if you call the number they provide it takes you to the national branch and they MAY or may not transfer you to the individual store. so after trying twice and being told i was being transferred, then the system deciding to hang up on me, i asked for a direct number to the orem store and they told me they dont have a direct number... which as anyone would a brain would know is complete horse s**t, imagine a company that runs countless stores across the country having NO MEANS of contacting a individual store that CLEARLY has a phone... best buy is a fine store/company but just like everyone else their remote support has gone to the dogs, save yourself some time and just drive to the store or cancel your order because the online people are just gonna waste hours of your time.”
