“Three times is not a charm and four is too much .......
Four weeks ago we bought a whirlpool refrigerator from Best Buy. After delivery and installation, my husband noticed that the doors and handles were not adjusted or leveled, so we called Best Buy and asked for a technician to come adjust it. The service guy could not correct the problem and said that it was a manufacturing defect and that we should exchange the fridge. The second fridge came with a non functioning humid control button and accordingly also needed to be exchanged. The third fridge came with a big dent in the back and the delivery people did not bring it into the house. Amazingly enough, they said that they noticed the dent earlier, but had to attempt delivery anyway. The fourth fridge came with 5 dents in the back and this time the delivery people themselves took pictures of the fridge and shared them with my husband. By now we were into our fourth week of waiting for the fridge to be delivered. Today, we were contacted and told that the scheduled delivery for yet another fridge was cancelled because we were refusing delivery. We were blamed for everything and were really surprised that no one mentioned the defects. We were also told that the bumps in the back were standard to all these whirlpool fridges. We were given the option to keep the defective fridge we have now with the non-functioning humid control or return the unit. No brainer we are returning the unit. Too bad we wasted a whole month on them. Definitely the worst customer service. Nobody knows what they are doing and nobody cares. NO MORE BEST BUY!”
“I received very poor Customer Service from Best Buy. They offered me compensation. That was in June 2019. I still have seen a gift certificate or even an apology. Terrible Customer Service.”
“My refrigerator was delivered damaged. The delivery company noted that the refrigerator was damaged when they picked up but were told the buyer had to reject it (they had a photo). I took an afternoon off work to be home for the delivery and reject it. Not cool, Best Buy!”
“Worst Customer Service
I spent hours waiting online for Customer Service. I was transferred, hung up on, and transferred again. The only way to contact Customer Service is by phone and that doesn't work.”
“I wanted a new TV. I went to Best Buy because I enjoy seeing the different selections on display. I picked out the one I wanted. Asked the saleswoman how to get it and she ordered it from the back. I go stand in line to recieve my TV and a clerk from the back is dragging my TV across the floor and when he gets to me, he flat out drops it at my feet and says..."here dog".The manager walked by a few minutes later and I told him what his associate said and he acted like it was my problem and I should just be quiet about it. I was flabbergasted to say the least. I leaned the TV Against the counter and told the cashier......"later dog".
That was 2 years ago, and I swore I would never return. I caught myself looking at telescopes online a few minutes ago and remembered my experience.........not one chance in hell Best Buys will ever get one dollar of my money again. I will pay 1000 dollars more for an object before i return there..........CN”
“I purchased a set of PLT BBFIT500 and paid over $100.00 thinking that if I paid more for a head set I would get a product that would last. I have purchased head sets in the past and was very disappointed ☹️. When I purchased any of these products they asked me if I wanted to purchase insurance, thinking that I’m spending over $100.00 I’m getting a good product. Well that’s not the case after 3 strikes Best Buy your out. All of these product’s only lasted 2 to 3 months. I guess I need to take my hard earned cash 💰 and give it to someone who cares. Too bad I gave you a long chance but you took advantage of me, what are you willing to do for me now???????”
“Hi everyone, I just wanted to let everyone know about my experience at buying online at Best Buy so this doesn’t happen to you!!
So on sept 15 I ordered an apple laptop, with two day shipping. It was supposed to arrive at my house on September 17th. The payment hit my credit card on September 17th, which was when the shipping label was created. UPS never received the package. On September 18th I called Best Buy support and the woman I spoke with said it would be arriving either the 17th or 18th. Okay not a big deal!
By the end of the 18th there was still no laptop. So I called Best Buy again. This time I was told that my package was stuck in Texas due to bad weather and that there would be a delay. She said in 7 days they will know the status of my package. Okay now I’m starting to get frustrated.
7 days later I call again. Except this time, my package wasn’t stuck in Texas... this time, my package was nonexistent! There were no laptops in stock at best buy. According to the gentleman I spoke with, they had to contact Apple to see if they can get more of the laptop I ordered, and that I should call back in 5-7 days to check in. Well at this point, it was sept 29th. I wanted my money back at this point. He told me he won’t be able to request my money back for an additional 3 to 5 business days until one full billing cycle was complete. Meanwhile, the laptop that was charged to my credit card is accumulating interest. Now I am very upset. I ask to speak with a manager to see what is really going on. Being a Sunday, not many managers were available so I decided to hang up after being on the phone for over a half hour.
I gave it a rest for a week and a half because I did not want to get anymore upset than I already was. I called this morning, finding a third person to give me a third different reason why I haven’t received my laptop. This woman told me that my package was lost in transit. Well UPS still did not receive the package so how was it lost in transit? She offered to give me my money back and I accepted. But I also wanted the additional interest that was charged to my credit card. After 4 phone calls I finally get offered my money back. So I ask to speak with the manager. Her name was Amanda. She was very nice, however she said she understood that I wanted the interest on my purchase as well but she would not do that. She said she could not do that, even if I provide proof from my credit card company what interest that purchase accumulated.
So, by any means I do not recommend using Best Buy. Now I understand why those stores are going out of business. They advertise items that they do not have in stock (according to one person I spoke with). They charge your credit card before the item even ships, letting that interest accumulate. I understand that sometimes things do happen. Sometimes people do make mistakes. But with 4 phone calls to Best Buy, over 2 hours of my time wasted, 3 different reasons as to where my package is... come on Best Buy, get your stuff together. So unorganized, I can’t trust anything I’m being told, and false advertising on items that aren’t available! And all I got out of this was my daughter being without a laptop to do her school work, and and interest charge. And still no laptop. Goodbye Best Buy, now I see why so many stores are shutting down.”
“I highly recommend please do not buy anything over here, customer service is very bad, we bought our refrigerator 2.5 years ago with 4 year warranty, the whole unit stop working 10 days ago, every time l call there is over a 60 minutes wait. They tried to contact some services to fix it. I took of from work and stayed home, no body showed up, it is been 10 days and they haven’t send anyone yet and we paid for warranty. Do not waist your money please.”
“Best Buy has always been great to me. I love their customer service and how the workers always check on you. Rarely ever have any problems checking items out.”
“Terrible experience with Best Buy Appliance Delivery - I ordered 3 new appliances and waited over 2 weeks for the items to get delivered. On delivery day I was told they'll be there between 12-6pm, my husband and I both took off work to be there. 6pm finally arrives and no one has shown up or called. I call Best Buy, wait on hold for over 30 minutes, finally get connected and the agent seemed very unapologetic for the fact we'd waited all day. She said they use a 3rd party delivery crew so she'd have to contact them, she gets them on the phone and the woman didn't want to help at all. All she said was she couldn't get ahold of the driver so she emailed them and asked them to call me directly.....I wait until 7:30pm, still haven't heard from anyone, I call Best Buy again, they try & call the 3rd party and find out now they're closed. This happened on a Friday so I asked them are they delivering Saturday then, no one knew. Finally I get ahold of a manager who tells me she'll try for Monday, I told her I couldn't take off another day & so Monday after 5pm, she said she'll try & call me back the Saturday to confirm the delivery - I end up having to call multiple times again and no one can give me an answer on when they'll be delivering, I talk to another manager who says it's not likely it'll happen Monday but she'll check then call back....again I hear nothing. Monday rolls around, I'm at work and get a call the delivery crew would be there in 30 minutes, I tell them no one is there so as I told them before, 5pm is the soonest they can deliver. After calling multiple times I finally get a dispatcher to call me who said they'll be there at 5pm. Monday night they finally showed up around 5:45pm - I had paid the extra $200 for the range to be changed out with a microwave and per the email I received from Best Buy telling me how to prepare for the install the video specifically says "our experts will change out your wiring for a new outlet"....as soon as the delivery guys get there they tell me they don't do that.....they ended up getting their manager on the phone and I explained the video sent by Best Buy said they would, I told him to forget it & just leave the microwave and we will install ourselves and I'll tell Best Buy to refund the extra I paid for install, finally the manager says they'll go ahead & do it. They get the dishwasher in and microwave, then unbox the stove and of course, it's broken. This happened Monday, today is Wednesday, I've called Best Buy multiple times asking when my stove will be re-delivered, of course no one knows. They said the delivery crew hasn't even checked back in the return so the order is locked and they can't reschedule. Their records don't even show they've delivered my dishwasher and microwave yet. This whole thing has been beyond frustrating. I can't get any specific person to get this resolved, managers have been no help, they've already deducted all my money and can't even tell me when I'll get my appliance. The lack of organization shown by Best Buy is unbelievable. It amazes me that with how poor of a job they've done not one manager has stepped up to take lead and get this taken care of. The one manager I did speak with, Amanda Shires said she provided her direct phone number however every time I've tried calling her since then it goes into a queue. I've even asked to cancel my order so I can just order somewhere else but they keep saying my order is on hold because of the 3rd party so they won't even cancel it. This is the WORST customer service experience I've ever ever had. I will definitely make sure my family & myself NEVER use Best Buy again. They should be ashamed at how terrible of a job every single person I've spoken with has done. It's mid-day Wednesday and I still can't get an answer when I'll receive my stove and it's released so I can't cancel it to just get it somewhere else. NEVER use Best Buy, you will truly regret it.”
“am a long-time shopper at Best Buy and had one of the worst experiences ever. I was trying to return something I bought and I find out they have a 15-day policy. I had over the years purchased so much that I I had an elite status so I never knew there was a 15-day policy. I then explained I was out of the country and could not return it. I was 4 days late. The asst managers attitude was very glib and patronizing as he said he would do me a favor and let me exchange it for something but it had to be right there and then. I explained I did not need anything now but would happy to take a store credit. He explained that was not going to happen and if I walked out I would not be able to exchange it. I asked for the General Managers card and I sent him an email explaining everything and never heard a word back. That explained to me why his managers were the way they were. Not very customer service oriented. I then tried to reach out to corporate and reached a call center in India that said no one could help me. I then went on their community website and was told they would have the GM reach out to me. That never happened. Then I was told to private message this person and they would reach out to the store and get a store credit or have the GM talk with me. I got back a message saying the asst manager John did everything he could do.
Amazing, now I understand why they are receiving Two stars and their stock was down 17% last month. The worst customer service I have ever had. Will not be returning to Prestonwood Store.”
“For a store that is trying to get back on its feet, you seem to have learned little, in fact, your customer service now is substantially worse than it was in the past.
We purchased a new LG washer from Best Buy and have been having problems since month 4. The machine began to vibrate violently, “walk,”
Would not spin out, would time out down to 4 minutes and then spend 45 minutes on 4 minutes until it was manually stopped and reset for spin on medium,
We purchased the 5 year extended warranty with the plan and have had the geek squad and third party repairers out to our home at least 7 times to repair the washer. Each repair is for the same reason. The Geek squad repair reps have even expressly said that the machine that we have has become well known for failure, as the vibration dampeners have a cheap, plastic part that keeps breaking.
We asked Best Buy to replace the washer under the Lemon Policy in the 5 year warranty. The referred us to the “special forces” group which is actually a third party vendor that they use to deny claims. The third party vendor agreed to submit a claim for lemon replacement that would be responded to in 3-5 days. 13 days later, after calling, I was told that the claim was denied because the repairs had to be for the same repair, three times, each a month apart. I informed the representative that we had had the unit repaired at least seven times each time for the same problem. The conversation:
Oh we only see one repair in our system?
Really, because I have emails and evidence that will show multiple visits
Oh, let me check another system
Oh yes I see that you have had repairs in July of 2018, January of 2019, February of 2019 and September of 2019.
Yes, there are actually more than that but that should satisfy my requirement - right?
Oh - well the repair needs to be for the same problem each time
Yes- the repair was for the same problem, a problem which the Geek squad members have stated is common to this model
Oh well our records do not show that it was for the same repair
Really? What do your records show the repairs were for then?
Um - we are not sure?
I want your appeal policy so that I can appeal this decision
Oh - well I’ll send the claim back up
(Two hours later message on home phone)
Hello, this is Karen, I talked to you earlier - I decided not to send the claim back up - thanks goodbye
Our previous experience with the Geek Squad had been excellent. They came out, were honest, and repaired our unit (the same cannot be said for their 3rd party repair company the two times that they came out as they proceeded to feed us shovels full of BS (you are using the wrong soap, your floor may need reinforced, you shouldn’t wash more than 3 towels at a time, etc).
The new Best Buy isn’t worth the time and effort. Take your business elsewhere.”
“The quality of customer attention from the sales rep at St Pete, FL Arnold to the installers (Pedro. Angel & Jeffrey) it was a SMOOTH and EASY process WITHOUT feeling stressed or pushed to buy more. Plus, the quality of the product is also great! ...The notification services via emails and texts were also a BONUS!...
It kept my household reminded and prepared... The section that gives information on what to do BEFORE the installers was an extra special touch too and VERY helpful! ....We bought the Frigidaire suite for our kitchen. EVERYTHING works GREAT and we have NO complaints! 24" Front Tall Tub Dishwasher SKU:6272905 and Gallery 3/4 Disposer SKU:6109304 (BOTH VERY QUITE when in use!); 25.6 Cu Ft Side by side Refrigerator SKU:609871; 5.3 Cu Ft Self Cleaning Electric Range SKU:5857605; 1.6 Cu Ft. Over The Range Microwave SKU: 5857718; ....FRIGIDARE Product reviews = 5 STAR on ALL the appliances & the installers & the sales rep from St Pete, FL!”
“I brought a baby monitor on bestbuy.ca and I decided to return it because it is not want I want. First, I went to the store, they told me it is not sold by them and I need to ship it back to the vendor which is a surprise to me. Then I follow the instruction online for return, ship the product back to the place they ask and I did not get a full refund because they told me the shipping charge is not included. So BEWARE when you buy from bestbuy.ca because you might not be purchasing directly from Bestbuy so you will not get any protection on returns, exchange or warranty. I called bestbuy to get more information as I don't understand I brought from Bestbuy but it cannot be return through bestbuy stores, and I was told that because you just purchased from our site not really from us and ask me to read clearly before making purchase from bestbuy site. What a joke!”
“Five years ago, I wrote a bad review about this location (Mission Viejo). But over the past several years, this Best Buy and others really had stepped up their game and deserving of a higher rating. BUT once again the real Best Buy came to the surface. Here is my recent horror story.
It all started last April when I purchased a new home and decided to buy two 4K TVs from Best Buy and have them install it along with two others that I already owned. I got a fair deal on the two new TVs. But when I gave them my credit card, I was in shocked they charged me $1200 for the installations. I asked if they could provide any discounts and they said no. I wasn’t too happy but scheduled my install date which was 5 weeks out. I did so to ensure it occurred on the day I was taking off from work. A few days after I purchased my TVs and service, Best Buy announced their Total Tech Support Membership. For members, installations of any TVs were only $50! Of course, I went back to Best Buy, joined the service, & got a $1000 refund against my four installations! I was so happy until the day Best Buy was scheduled for the installations. They never showed up! I called Best Buy and they said there was some sort of “mix-up” and I need to reschedule. I was furious because I had reserved that date weeks in advance. I had to wait two more weeks before I had my TVs installed in my new home. Months later I would come to learn the real reasons for this “mix-up”.
Here is where this story becomes clearer. Best Buy ended up contracting my installs to a 3rd party. They did an ok job but by no means a Geek Squad experience that I thought I was going to receive (& was promised when I purchased the TVs). Last August, I decided to take advantage of my Total Tech membership a second time. I wanted additional HDMI cables installed for three of the four TVs in my home. I went down to the Mission Viejo store to schedule an appointment. The Blue Shirt was very nice but indicated they were booked “months in advance” and could only schedule a third party for the installation. Although that wasn’t my ideal choice as a Total Tech member; I agreed, and we scheduled the first available appointment on September 3. I took that day off from work. I called in the morning to ensure they would be coming, and my appointment was confirmed. The time window was 2-6 PM. Around 5 PM I received a call saying I needed to reschedule because the installers had an “emergency”! I was furious! After calling the 800 number and on hold for 35 minutes, I rescheduled the appointment for the following Saturday between 12-4 PM. On Saturday morning, I couldn’t see my appointment online & called Best Buy Mission Viejo. They assured me my appointment was good. Around 3:30 PM, I called again because I hadn’t received any notice they were coming. They assured me everything was on schedule. Well, they never showed up! Not even a call from Best Buy.
I was at the Costa Mesa Best Buy the next day & decided to speak to a manager for them to explain these events. They looked up my order number and I could see his facial expressions. He said that he would had never scheduled the appointment with a 3rd party because they don’t like doing this kind of work. He then said Best Buy Geek Squad was booked for months (into December) and he needed to call someone to get me a better date & get back to me. Guess what, he never did!
The bottom line, I discovered that Best Buy Total Tech Membership is worthless! Because no one wants to do the job for such cheap rates including Best Buy themselves. I ended up contacting a professional company in my area and they did the job amazingly well. DO NOT BUY BEST BUY TOTAL TECH MEMEBERSHIP and do NOT purchase any Best Buy installation services. Go to a local professional. I am going to demand full refund on my membership and/or file multiple complaints with several consumer advocates.”
