“I purchased a warranty for my Whirlpool dryer several years ago. The warranty is still good for several more months and just this winter, my dryer stopped drying clothes. It no longer offered the warmness to dry clothes, leaving them wet. I called on Dec 6th about my dryer and customer service stated that the Geek Squad would be at my house on the 9th. They showed up and stated they could not do anything because they had to order a part, which is understandable. They rescheduled for the 14th but they never showed up. The parts were delivered to my house but the Geek Squad were no where to be found. The next day I called and they said they had to rescheduled for the 23rd. At this point I was upset and in disbelieve because one, I have no dryer and this pandemic just took my uncles life away and I did not want to risk going to the washers to dry clothes. I have two kids that live with me and my mother who is a bit older who is at risk of getting covid due to her immune system. On the 15th I requested to speak with a supervisor and that supervisor was no used at all. Honestly I have no idea how he became a supervisor, his name is Shawn Orlando, and he showed no compassion. He was really off with his communication skills and the whole time we talked about my situation, he had no empathy. He must have been talking to me from home or outside his home because there was a rooster in the background making noise. I got no where with him and he gave me a case number that I requested. The 23rd came around and I received a call indicating that they have to reschedule for January 6th because they were too busy. I was really upset with Best Buy, the store who I looked at as my favorite store was no longer the store that I looked up to for service. I begged for them to help me and told them my situation with work and how I do not have the time to devote time to go to the washing machines with the kids and the pandemic. My schedule does not allow it and again they stated that they would call me if someone cancels but the reality they never do. They just tell you that to make you feel like they are helping you in some way. I requested to speak with another supervisor and she stated that unfortunately they cannot make me a priority and I would need to go to the back of the line although Ive been asking for assistance before other customers. Long story short, I called a different company to fix my dryer and they came within 2 days. No waiting, no asking, no accommodations, they came and fixed it really quick. Today Best Buy called to reschedule my appointment and I advised them that I won't be shopping there anymore. I just don't understand how they rescheduled on me 4 times. I understand that there is a pandemic, but why do they keep filling in appointments when they don't take care of the active tickets that are open and just keep pushing them back. If I could give Best Buy customer care a zero, I would. I paid out of pocket for a different company to fix my dryer when I purchased a 6 year warranty through Best Buy when they just gave me the run around.”
“We ordered a LG fridge that came with a separate water line for ice maker. Was told it would be delivered 12/29/20 and the delivery window was 7am-1pm. No show, no call, nothing? Called customer service who tried to call distribution and was told they didn’t answer. She said to reorder but would not be delivered until after date of delivery for fridge. The refrigerator was due to deliver 1/2/21 , got call that they would not be there and to call customer service. They told us it would be another two weeks now to get fridge. Never explanation or sorry, they just don’t know why? We finally canceled order and going with Lowe’s for same fridge. Horrible customer service at Best Buy!! Never will return to that company. I see why they are in financial trouble.”
“Bought the extended warranty. Big mistake spent all day trying to set up an appointment. All I got was a computer taking me thru a lot of hoops to jump thru then connected me to an answering machine telling me they are busy call back later. I got the same result with a service number. They played music while I was on hold for 10min. I called many times with the same results.”
“Curbside pickup is the worst. I ordered an Apple watch and went to pick it up, parked in the appropriate parking space for curbside pickup, notified the store via website that I had arrived. waited 20 minutes before going into the store only to wait in line to get my watch. Best Buy should revise the curbside pickup services before offering the service.”
““Worst and rude customer service, hard to believe.”
Order a treadmill with installation service ($1300) online, and my ordeal began.
They will fix the appointment with a window of 12 pm-8 pm and never shows up.
When my wife calls them for the update, their answer was we did not feel like delivering it today. Can you believe that??? When my wife says, we wasted a day of work waiting for the day as we need it urgently. The BestBuy customer representative response was. “Why you fix an appointment on your working day/!!!!!!!!” Can you believe this????? I would accept the statement if they delivered the item. Here I am after more than a month still waiting for the item, and today is the third time they have not shown up; probably they didn’t feel like it. The customer representative was rude each time you call them; it takes forever to get the right person. Then the person will promise a lot and deliver nothing. I promise to stay away from this company, and this one is honest promise will never advise my friend to order anything from this company. I suffer from not listening to my friend due to a couple of average experiences in the past. The treadmill installation service available locally for $90; we paid $200 to best buy in the hope of better service and looked at their service.”
“This is the worst company when it comes to customer experience. We bought all new kitchen appliances from Best Buy. This was a purchase well over $4k and yet they failed to get it delivered. Our first scheduled deliver just never showed up. If it wasn’t for my husband who texted the delivery drivers asking for an ETA we would have never known they even cancelled. We got it rescheduled with a guarantee that all 4 appliances would be delivered between 12-4. On the day of the scheduled delivery they called at 7am and said they are coming at 8am with only two appliances. We would have to schedule again to have the rest delivered. This is absolute BS and no customer should have to go through all this. We ended up cancelling our order and demanding a full refund. NEVER ORDER FROM BEST BUY!!!! THEY ARE THE WORST COMPANY!!!!”
“Cannot stress how terrible the phone system is at not letting you through. This is every day at all times. You just can’t get help there. Local or national numbers had no one available. Never again”
“Worst experience ever! I bought a phone for pickup. Then I called was left on hold for 45 mins. Then told phone is in store. Then 45 mins later it is magically not available. Then I am told we can't tell you when it will be available. We will let you know. So best buy sold my phone to someone else and doesn't even have one at another store to sell me. They expect me to just wait indefinitely for whenever they find one. Which is an unknown amount of time. I mean I have never been so flabbergasted in my life. I honestly think best buy has violated the dtpa and should be sued.”
“We called to get information about ordering a new desk top computer. We were put on hold for 45 minutes and never spoke to anyone. Your customer service completely sucks. We got tired of hearing Christmas music. I can see why Best Buy has such a low rating, We have decided to take our business elsewhere and will let friends and family know about our experience.”
“I have tried for several months to get a hold of ANYONE at any of the 5 best buys in my area. Nobody has ever picked up. Prices are awful, the customer service is some of the worst I have ever experienced, and it's clear that I am not the only one with this experience. In the last 3 months I was ready and willing to give best buy over $2,000 of my hard earned money but I couldn't even spend it because no one ever answered me. It would be great to have something local that I could rely on but it's clear that from now on my best bet is to just order off of Amazon or B&H. I feel incredibly sorry for the underpaid kids that work in these stores and I hope the executives running this company lose every penny they've ever made. I will never shop at best buy again unless I am held at gunpoint.”
“They lie about their delivery dates. Do not believe in their delivery dates. They deliver at least after two weeks after the given delivery date. Very disappointed with the service.”
“If zero stars were an option I most definitely would have chosen that. Customer service does not exist at best buy, we purchased a tv that was for a Christmas gift. Upon turning the tv on the screen was internally cracked. From the disrespectful geek squad worker thru the store assistant manager they have nothing but buzz words for the damage. They do nothing but accuse and offer up no alternative except it was the purchasers fault. They need way more training in customer service before sales, need a little training in personal appearance also. Pathetic from top to bottom, have spent thousands over the years with them but will never give them another penny.”
“Just wanted someone to unlock the cabinet that held the $300 electronic equipment I wanted. There were workers everywhere. They said I had to sign up in the QUE (15 minute waitlist for assistance). I said no thanks I’ll buy it at Target and that’s what i did.”
“Bought games from bestbuy online for curbside pickup next day. Arrived to pickup just to find out they were out of stock at that location. Why would they not inform me before taking the time to drive out there?
Next it gave two options. Change pickup location, or have it shipped. Shipping would take an additional week so I opted to change pickup. Drove to next location 15 minutes away. Then find out that my order is in the fraud department, so I can't get it, and now with all the driving and waiting I'm out a 1/4 tank of gas, and 2 hours of my time.
Customer service is getting ridiculous. Stores like this show time and time again they do not care about the customer. As someone who spends a few thousand dollars a year at this store you would think they would try to do the bare minimum.
This was just today, just weeks ago my wife had issues with them, and their obviously outdated system. I'll be spending my money elsewhere.”
“selling is always easy... but delivery and install is a different story... Best Buy has the worst customer service of all. 0 in communications, 0 clue of what is happening between departments. We made an appointment for delivery and install 2 weeks prior to insure an early appointment. We were told between 7:00 am and 1:00pm. by 9:30 am I start calling to find out the time of install but noon had any clue... i call 5 times and still the same answer... no clue ... by 1:40 I ask to talk to a supervisor and but of course NOBOBY want to take responsability
I will make every effort to spread how bad the service is.. NOT worth saving $50 on the appliance when you have to waste 7 hours of your life waiting...
I will NEVER buy anything from BestBuy again. Plenty of choices in life why do we need this king of aggravation”
“Wish I could give zero stars horrible company ordered a tablet for Christmas I ordered aover a month before and it isn't going to make it. You know what they told my basically it's not our problem I will never buy I thing from them again I don't care if I have to pay more it will be worth it to get better customer service.”
“Bought a laptop that was misrepresented online it said it was a touchscreen and it wasn’t. Called primary support was on hold for over an hour and 45 minutes got hung up on six times trying to get a discount and have to call again tomorrow. They need to train their employees how to treat a good customer if they want them to return back to buy from Best Buy!”
