“Horrible experience with Best Buy on-line open-box purchase. Bought Large screen 4k TV that was labeled as "excellent", which mean "looks brand new and includes all original parts/accessories". But when I open box, it was dirty and did not include remote control and TV stand. TV was already installed at a remote location so returning it would have been a huge hassle, so I talked to customer service at multiple Best Buy store to see if they can either include remote and TV stand but they all said no even though it was an "excellent buy". I finally went back to store where I picked up the TV and begged for help, but store manager told me I purchase TV is "satisfactory" condition which means not all parts are included. I showed them that it was an "excellent" purchase and showed them proof but they say no. WTF? Then they say an "excellent" buy means not all parts are included which is clearly not true. At which point I got really angry and lost my cool a bit. I was just simply trying to get a credit or at least a partial credit or any gesture that they made a mistake, but they were so smug telling me that I'm the one at fault. I'm an elite plus customer and make many purchases with Best Buy and they treat me like an child.
Bottom line to all Best Buy consumers is that don't believe what they labeled product quality for open-box purchase. Be wary and save your trouble.”
“One mess up and disappointment after another, and no one cares. Wrong stove delivered, no help or customer service, cannot call the local store. Wrong stove delivered for 2nd time. We kept that one even though it was late being delivered and did not have the air fry feature we paid for. Your customer service is HORRIBLE. The new policy of not having any phone contact with the local store is ruining your reputation and business. I tried to get help, and the hired help that answers the help line do not know anything and don't care. They hang up, the chat screen on the website is worse. I had 4 different people and NONE could or would help. I wasted an hour trying to get them to do something. I asked for my purchase history be emailed because it shows that I have not purchased anything in 3 years. I never got any help in the numerous times i called or chatted. DON'T buy from Best Buy online and if you go to the store, tread carefully because they never get any feedback from you unless you trek back to the store.”
“I returned 2 batteries that were unopened on 01/18/2022. Best Buy return center in Kentucky received the items on 01/24/2022. Since then, I called customer service three times to find out why I never received a credit. I got nowhere the first two times. On the third time, 6 weeks later, I was told the batteries are not returnable, and they will ship them back to me. Their return policy on https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800050014 clearly states “opened consumable items including health supplements, health test kits, batteries…” are not returnable. The batteries I returned were UNOPENED! It didn’t matter to “customer service”. I will never buy another product from Best Buy. There are too many other options available.”
“After one month of purchasing pre-ordered phone and not receiving now that I want to talk to a manager they are laughing at me and they hang up tonight I was on the phone for 5 hours 14 minutes and it still did not talk to a manager yet.
Most crappiest customer service I ever seen in my whole life I never purchase anything from Best Buy no more”
“Best Buy customer service via chat and phone is NONEXISTENT. Do yourself a huge favor and buy elsewhere. Tried to purchase a camera and a separate lens through them. They put multiple holds on my card, tried to charge the card twice and then sent an email telling me 1. Half the order may not be full filled at all 2. I needed to update my payment information. After three attempts to get the order issues resolved 1. Was told I was be put on hold and was disconnected 2. Was put on hold for 10 minutes and transferred to yet another “agent” to start the entire process all over. Their cust service agents are in India? Don’t speak English well enough to understand basic issues, repeat the same 5 phrases over and over.
Never again!! Now I know why these places will be going out of business in favor of Amazon .”
“bought an unlocked phone online that was defective! Bought it for my elderly mother. They won't take it back! They wouldn't let me talk to a manager. Told me to send it to the manufacturer to have it repaired. I needed a phone immediately for my mother, bought another phone to make sure she was safe. I have purchased all my electronic equipment through best buy, I will question myself next time I need something!”
“I called the day "Best" Buy delivered a 72" TV Stand that cost me just over $600 to say it was broken beyond repair. They said they would send UPS to pick it up. Two months later and MANY MANY calls to them and communications with their Fakebook representative, I've been told twice that they can't help me because I'm not outside of their standard return window. REALLY?!? This isn't my fault - it's YOURS! And I'm stuck with a 100+ pound box of broken wood pieces and Best Buy gets to keep over $600 of my money. What's wrong with this picture? NEVER EVER EVER AGAIN - I promise!”
“Best buy needs to close down or reinvent the company. Customer service is the worst of the worst. They continously canceled my order 3 different times, for a smart tv. I've spoken to supervisors, who said the issue was resolved. The next day I would get a txt for cancelation and to reschedule. At this point Amazon may get my business.”
“This is very worst service from Best Buy. I am really shocked that Best Buy did this to me. I ordered a TV Stand and it said that it will be delivered on Feb 25, I don't mind if it gets delayed. They should at least provide a date. I followed up more than 7 times, till that that order has no status, it says 'progress' since the time I placed the order. Can you believe a big company working like this. This is really worst. I asked for refund and they said they are unable to do refund at this time. I will never use them again.”
“Ordered an item twice and both times the order was cancelled with no explanation. Apparently they do not have the item, but could not tell me that, and it still shows on their website. BAD BUSINESS”
“Best Buy is great at taking your money but horrible on delivering what they say they’re gonna do when they say they’re gonna do it.
I ordered a refrigerator on December 22, 2021. Was told the earliest they can deliver was early February (can’t remember the exact date). I received a call from the salesman that sold us the refrigerator indicating they can deliver on January 16, 2022. I have course excepted. The Delivery team showed up and unboxed the refrigerator outside prior to bringing it inside. When they opened it up, a small plastic part that connects at the back of the ice maker fell out. The delivery guy told me that the refrigerator wouldn’t work and that he needed to load it back up on the truck and take it back and that somebody would call me to reschedule. I told him what the salesman had told me, which was to install it anyways and that I would receive a call from Customer Support giving me next steps but that at least I would have use of the refrigerator while they either gave me a credit or worked on replacing the unit. The delivery guy then proceeded to argue with me for the next 10 minutes that he couldn’t install it because it won’t work. He claimed that the little plastic part was connected to the computer and if the computer is messed up then the whole refrigerator doesn’t work. Of course, he would never even plug it in to see if it would work, just kept claiming it wouldn’t work. I finally gave up arguing with him and just told him to go. I then receive a call from Best Buy customer service about 15 minutes later (after I left my house) asking about what happened. The representative asked if she could have the team return to get them to install it. I told her that I had already blocked off my morning for this install and since it didn’t happen I proceeded on with the plans that I already had scheduled for that day. She rescheduled me for a delivery on March 30, 2022. I then received an email from Best Buy indicating that I could get delivery of the refrigerator on February 26, 2022, which I of course accepted. I block off my morning yet once again, only to receive no delivery at all. Best Buy claims they both called me and emailed me on February 16, 2022 indicating that they would need to reschedule me for March 30, 2022. The call and the email that they claim they made never happened! I contact customer service accordingly, only to find out that I now have actual two delivery dates one for March 4, 2022 for the waterline and one for March 30, 2022 for the refrigerator. I asked them how could they have me rescheduled for March 30, 2022 for refrigerator delivery since I didn’t speak with them or email them that I was good for delivery on march 30, 2022. She replied that’s what they have me down for. I asked her if she can see the February 26, 2022 delivery scheduled in her system? She said yes but that I was called on February 16, 2022 to reschedule. When I asked her how can I be rescheduled for March 30 if you didn’t speak with me and the February 26 delivery should’ve wiped out the March 30 delivery. She had no reply to this question. As the customer service agent is powerless to do anything, I asked to speak to a manager but of course none were available.
As I read various other reviews from unhappy customers, I see a common theme… Exceptionally poor customer service. I have been a loyal customer of Best Buy for many years now and have purchased everything from dishwashers to refrigerators to computers to software to TVs from them. Best Buy, like a lot of other companies, appears to be suffering the ill effects of the COVID-19 pandemic in that they can’t find quality help and are too big to be able to adapt to the changing times and service their customers accordingly…lesson learned. From now on, if I do go to Best Buy it will only be to view, touch, and educate myself on the product I’m buying then go home and order it on Amazon.”
“After 2 months of waiting for a fridge delivery they never called or showed on the day it was supposed to be delivered. After I finally got ahold of them they said they will try again in 2.5 weeks”
“We walked in to the store in Poughkeepsie NY on February 3rd and placed an order for a Sony TV and a Wall bracket, we were convinced to also join TotalTech, and were promised that the order will be delivered on February 8th and installed, on the 8th we received a call that they could not do the install since the bracket did not come in. I called the RealGeeks and the salesperson, on the 9th and left messages and no one returned my call. I called customer service and I was told after half an hour on the phone that the delivery and install can not take place until APRIL! 92 MONTHS down the road).At that point we decided to cancel the whole order including The TotalTech we just joined for this order. It took over 1.5 hours on the phone until a supervisor managed to cancel the order and issue credits. The only open item was the TotalTech that I paid $199.99 Plus Tax. The supervisor managed to credit only $47.00 since the system thinks the install took place which never happened, she issued a ticket to credit me the balance of $165.42. I was told that it will take 24 to 48 hours to get that credit too. The credit never came! I called again 02/16/2022, spent over half an hour with three people, and was promised that the credit for TotalTech will be issued, so far as of today, a week later NO CREDIT!
Overall, my experience with BestBuy was not good at all. I'm tired staying on the phone with them for hours, being switched from person to person and need to repeat the whole issue over and over, just issue the credit!
On top of all that, just to let you know, Amazon delivered the TV and the bracket within 48 hours of the order.”
“I purchased a built-in wall oven in December and it wasn't showing as backordered. They took until February to let me schedule a delivery date (it really was backordered this entire time). And then they simply didn't deliver in the window they themselves suggested. Their customer service drops the call as soon as you ask for a manager. Do not buy anything from Best Buy, unless you want to pay the money and never see your purchase.”
“Purchased a HDTV on 12-19-21. On 2-19-22 still mounted on my wall. Appointment date changed 3 times, and this WAS a Christmas gift. VERY DISAPPOINTED.”
“Company that clearly does not care about customer experience. I accumulated points I was planning to use in their rewards program. However, they set their program to automatically buy certificates that expire quickly without your consent. So, you plan on using $15 dollars worth of accumulated points. Too bad, the system purchased certificates with your points, then expired them without ever telling you. Why is there an expiration date on the points then?? It is a scam that leaves your customers feeling resentful, not thankful for the points. I would have had a better opinion of BestBuy without the rewards program altogether. This set up is frankly just rude.”
“Walked into the Best Buy in Monterey CA and was asked what I was looking for. I told the guy and he said he would have someone help me, which I initially thought was cool. Then he told me to wait in a section of the store that was on the opposite side of the store from what I was looking for. When I asked him if I can just go look at what I am looking for, he told me again to go stand somewhere on the opposite side of the store. I told him no thanks, walked out and bought what I needed on Amazon. Dont waste my time.”
“FYI Best Buys curb side does not confirm who is picking up the merchandise, they do not make sure to ask for the Credit Card information or anything, if anyone has an order number the can pick it up. So if anyone uses your Credit Card to purchase and use curb side they just got a gift from you. A police report is a joke they do nothing. Curb side not a plus here..”
