“Worst customer service ever. Do not shop here. Over 5 hours on the phone for a replacement dishwasher, which turned into pick up your dishwasher. I still can’t believe how bad the experience was. I lost my cool in dealing with them, and I wish I handled it better, but they missed appointments, sent people who couldn’t complete the job, and passed me to different departments after being incompetent. You have been warned.”
“Horrible company and customer service. Placed an order for a pair of speakers on Oct 12th for my brothers Birthday coming up in two weeks....2 days later the order was cancelled without any reasons. Spent an hour with Customer Service...they were very sorry, cant find a reason why, place the order again....ordered again to arrive in one week, the week passed and my status on the order went from delivered by Oct 20 to DELAYED and with auto cancellation by Oct 29th. Tried chatting with the customer service...got disconnected twice in the middle of the chat which erases everything after an hour of typing back and forth. Called again and was assured that I would be getting it by the 29th as it is a vendor back order. Called Vendor BIC America...was informed there is ABSOLUTELY no back orders and they are making speakers and have plenty in stock...and maybe it was an issue with Best Buy distributor PETRA. BIC America gave me PETRAs number, called them and was told there is absolutely NO issues with deliveries...called back Best Buy and told them I wanted a note on the order that since I have waited this long I DO NOT want the order to be cancelled. Meanwhile the speakers continue to be advertised as in stock with a 7 day delivery date....29th came and went. Called again on the 2nd, again could not find any reason for the delay...offered me 10% discount for my headaches and that I would have the speakers by the 9th...today I noted the order was cancelled. Went on line and ordered from Home Depot for the same price...half an hour later I got a notification the order was SHIPPED!!!Best Buy can go Fork itself...they are a bunch of liars. I am never buying anything from these people again. BTW the speakers were a birth day gift which NEVER arrived. Shame on you.”
“Absolutely worst service in store AND delivery. Bought a 75" TV, unboxed, lemon. Lasted a week. Had to return ourselves. Picked out a new one, promised free delivery...waited 6 hours. No show”
“I paid for Total Tech Support but the first time I nrrdedto utilized that program related to my Samsung refrigerator (purchased from Best Buy) I was told that wasn’t covered (ended up hiring a separate repair firm). Secondly, I recently wanted to buy a washing machine for our son but could never reach ANYONE at our store and then went to the store but found NOBODY in the appliance department. For me I’m just about finished with Best Buy.”
“Geek Squad / Best Buy is the worst managed company I have ever done busienss with. I returned a washing machine which was still under WARRANTY. Of course, Geek Squad could not make a simple exchange, so I had to PAY for the new machine and Geek Squad said they would mail me a GIFT CARD. They were supposed to issue a new gift card. They shipped the GC to the WRONG ADDRESS. Then Geed Squad said they would make the original gift card that was shipped to the wrong address inactive and ship a new GC to the CORRECT address. I was told that I would get the new gift card in the mail in 10 business days. That never happened. I called back and the representative I spoke with told me that it doesn’t look like anything was shipped and he was going to escalate it to a manager to call me back. I never got a call from a manager. Then they told me they had to escalate this to their human resources department because it had to do with money and re-issuing another gift card. And here we are. This complete disaster created by the incompetent employees at geek squad. This is so painful. It makes my blood boil because we've spent so many hours on this mess. No doubt the Geek Squad has documented that the they never re-issued the gift card. It was never resent, which was supposed to have happened. This is absurd. The warranty I had covered me for a NEW washing machine, which was agreed by Geek Squad. Because of their error, I have had to pay for TWO washing machines!!!! This is illegal.”
“DO NOT ORDER FROM BEST BUY!!! What a joke! They take your money, schedule a delivery date which is beyond what the delivery date shows on the website when you order and then you have to wait over 3 months before you get your items. Oh, I still have 1 item that was not delivered yet and no ETA as to when it will come. Called to speak to a supervisor to be told sorry you are out of the 14 day window and nothing they can do. STAY AWAY!!!!”
“Bought a Samsung Galaxy phone along with a Geek squad $110 service plan. 2 weeks later, the phone failed so I took it back to the store and was told they no longer fix Samsung phones but if I pay them $80 IN ADVANCE, they will mail it to Samsung for repair. Since the Geek Squad service plan is useless with them no longer repairing Samsung phones, I asked for a full refund on the service plan I bought 2 weeks ago. They refused! I paid them $110 for a service plan they refuse to honor. I have sent their corporate office emails as well as "Snail mail" letters but still no answer after several months.”
“My husband and I bought a gas range from Best Buy in Danvers, MA. That process seemed fine. We schedule delivery for 4 days later or so. The installers come in and say that they can't install it because it is too close to our wood cabinets and illegal and we need a 6 inch gap. NO ONE HAS THAT GAP. We were also not told about that requirement. We have them take the new range so we do not have two ranges sitting in our kitchen. We put out a request on Home Advisor and someone gets in touch saying that Best Buy just never wants to do work so he will install it for us. Great, cool, we schedule the range to be dropped off again. Also a part of their "service" is that they are supposed to haul our old one away. So we were just going to have them drop off the new one and haul the old one away. They get here the following week to do so, come in, and say they can't take it because our gas line is still connected. THEY NEVER TOLD US WE HAD TO DISCONNECT OUR OWN GAS! WHAT KIND OF SERVICES DO THEY ACTUALLY DO THAT THEY DON'T EXPECT US TO DO?? My husband calls the Danvers, MA store where we got it from looking for compensation. They say that cooperate deals with compensation. My husband calls cooperate and they say that the stores deal with compensation of in-store purchases. I call the Danvers, MA store, am put on hold, and based off the past week where my husband was trying to deal with the original fiasco of them not being able to install it and being put on hold for 20 minutes and disconnected several times, I decided to see if I would be connected to someone first or arrive at the store in person. Sure enough 20 minutes later, I arrived at the store and was still on hold. I go into the store, am directed to customer service, directed to appliances, give the guy my story, and he calls cooperate because he was confused why cooperate directed us back to the store for compensation. He talks to someone for a while, hands the phone to me, and I tell this other guy my experience. The guy on the phone then tells me... Well here are the notes the installers left verbatim... and he then read off to me what the installers wrote about how they couldn't install the stove because it was illegal. I told him my argument about how that 6 inch requirement wasn't told to us and how they came back and then would not take the old oven because we did not disconnect the gas- which we were, again, not told. He then said to me... Well you never disclosed the set up of your house. We don't know that information. So I'm sorry I don't understand how you expect to be compensated and you're not going to be.
The miscommunication; the customer service; the lack of services- it all kills me. I see no reason for why we would think to be like... by the way, we have wooden cabinets. Is that going to be a problem? That is more of a professional/expert thing to inquire about, not a homeowner thing to know to provide.
I could not advise more to not ever use Best Buy!!”
“Absolutely worst “after sale” customer service (that’s a misnomer with regard to Best Buy) I’ve ever had. They believe in take the money & run. Sales must make their money on selling service contracts because if you don’t have one you’re sunk. Walmart would have helped me but they didn’t have the TV size I had to have.”
“They use post canada for delivery, which is more than useless. At the end, you will have to go collect whatever your bought at the post office, even for a heavy item. So, the delivery is some sort of scam. Better to buy from others who use useful delivery services not post Canada. Amason, homedepot... are all very good for delivery, smoth and easy. They drop the item at the door and no reason to complicate life. I will not buy from bestbuy anymore because of the postcanada.”
“I have been trying to secure a video card nvida rtx 3080 for a few weeks. They are hard to come by. Every time they become available, I put one in my cart and it says they cannot ship to my area and my store location is not available. They refuse to ship to Henderson it for some reason. Then the card sells out in minutes. The. They just say sorry. Best Buy is awful.”
“I called today about an product that was delivered under my mom’s name and our address which she didn’t order. So i called Best Buy to get a help in tracing who ordered it and to know if her credit card was used by someone else. So simple a task!!!! The CSR who answered told me i NEED TO GO TO A STORE TO SORT IT OUT. Whaaaat??? Is he truly trained to do his job answering calls? But my inquiry is so simple, why couldn’t he look it up in the system? He was rude and hang up on me because i was telling him i was trying to call because I couldn’t go to the store. HANG UP ON ME!!!! Unbelievable!!! I had never ever experienced that in my life because i call good companies with great CS!!! What kind of customer service is that? That guy should not even be in the customer service job accepting calls. I swear i will not buy from Best Buy anymore because they don’t deserve a single centavo from me. Period. Plus the fact that it is difficult to contact them by phone. That’s why amazon has better reviews because their customer service reps are truly helpful and polite and courteous.
I request that the recording be listened to so you can coach your CSR. Again, he cannot be in a CSR job coz he has no quality that would even be catering to customers.”
“Got a replacement tv that doesn’t stay on for more than ten minutes before the picture blacks completely out. Got the tv at the end of February and had a month to buy a warranty but two weeks later COVID happened and the entire world shut down. I like most people was out of work for six months and with no income buying a warranty was impossible. Fast forward 7 months later the tv has never worked properly and because a warranty wasn’t purchased right away there are no accommodations so I’m stuck with a tv that goes off every 10 to 15 minutes. It’s unfortunate because I never had any issues with Best Buy before because t I am totally dissatisfied with how this situation is being handled.”
“Absolutely horrible after sales service. I would not buy again at Best Buy no matter the price. The sales associate was great until she took our payment. After that she was MIA. Delivery service and Geek Squad service is deplorable. My husband has been waiting 4 hours on the phone with no response.”
“Horrible experience- bought Apple Watch on Sunday and promised delivery on Tuesday- it’s now Saturday no watch and no one can find it. Was told they would ship
Me another but it would take 3 weeks
Just want my money back so I can get it through amazon and can not get a credit back since they can’t find it.
Customer service is horrible. Can’t can’t a call back. Wish I would of just stuck with amazon”
“Customer service staff at the counter should keep their personal opinions about a customer's purchase to themselves, especially when it is condescending.”
“My recent experience with Bestbuy was the worst Ive ever had with any retailer. On 9/15/20 I purchased an iPhone through a rep over the phone. It was supposed to be in on the 17th. It didn't arrive, my delivery date kept changing, and there was no updates to the tracking details. On the 18th I phoned the shipper, UPS, and was informed that they had not received the product from Bestbuy. I then called Bestbuy. During this conversation I felt like the rep was just trying to get me off the phone. He told me to wait until 22nd, didn't try to look into the phones whereabouts, or reorder the phone ( which was still showing in stock online at that time). I also had to ask him 3 times to verify that Ups did not have the phone, before he would answer the question. The phone of course didn't come in on the 22nd, the shipping details still had not changed, and it was now out of stock online. I called Bestbuy again on the 23rd, preceded to spend over 3 hours on the phone, repeated myself to at least 14 different people, was disconnected numerous times as well as transferred more than once to the wrong department. One rep, Carly finally created a claim for me and made notes on my account. Her manager also offered me a 10% discount on my next purchase (which at that point I didn't think was enough considering all of my trouble). She then transferred me to another department to refund the phone and cancel the billing contract through my carrier. It wasnt the right department however, and I was again transferred between numerous people, one of which told me that I would be contacted within 72hrs about my claim. When the call was again disconnected at around 3 1/2 hour in(I had 5 bars at the time so I think it was on their end), I finally gave up and decided to wait the 72hrs to be contacted in case the phone was found. On the 28th, after not being contacted back for 5 days, I tried calling again but was disconnected after 45 minutes and didn't have time to call again until the next day. On the 29th, I again spent over 3 hours on the phone. I was sent to numerous departments, none of whom could figure out how to refund the phone or cancel my contract. I was even sent to apple care twice, who have nothing to do with missing orders or contract cancellation. They also couldn't transfer me back to Bestbuy, so I had to start over again both times. At one point I spoke with a rep I could barely understand, who couldn't find my order # that 6 previous employees had been able to pull up, locate the notes on the account, and refused to look up the claim #. She finally found my tracking details and started to argue with me about needing to wait for the shipment to be delivered, at which point I asked her if she'd understood me when I had told her that Ups didn't have the order and there hadn't been any progress since the 16th. She then put me on hold with no warning and never picked back up. I hung up after 7 minutes and called back. Eventually I spoke with an employee who said that the claim was sent to the wrong department originally and he had to create a new one. Half way through our conversation, before he had a chance to transfer me for the refund, his headset went to static, I waited 8 minutes until the went dead. It had again been nearly 3 1/2 hour again, and I couldn't spend any more time on the phone that day. I was trying to deal with all of this while moving and also caring for my severely autistic son. He gets agitated when I'm on the phone, and had a meltdown both days. At that point I was worried about even getting a refund, let alone any kind of future discount. I thought I would have to go through my bank for a charge back. I emailed customer service, posted to their blog and finally escalated the issue to the BBB. It took several more days to hear anything back, at which point I received an email from them that stated someone would contact me soon. I got a call on the 7th, the rep said he'd called several times to get a hold of me. I literally had 4 calls from him within a ten minute period, and no messages, so it wasn't as if he'd tried to reach me for days, just minutes. I hadn't answered initially because I was busy with my son. I had to stop what we were doing to answer since I kept getting calls. He took information from me and said he'd call the next day. I didn't get a call until the 9th, though there had been an email on the 8th indicating my refund had been processed. They said they'd contacted my carrier about the contract as well, but that was either a lie or they didn't explain the situation properly. I had to contact my phone carrier to make a claim with them, as they had no notes from Bestbuy. After all of that, all I was offered was a free phone case with my next phone purchase, which is a complete joke. Especially since I'll never purchase from Bestbuy again. I certainly wouldn't recommend them to anyone. This has been a nightmare.”
“DRYER DOESN'T MATCH THE WASHER!!....AND I TELL THEM...THEY BRING THE SAME WASHER OUT TWICE THEN TELL ME THATS THE OBLY COLOR BESIDES WHITE....BAD BUSINESS...”
“Ordered Xbox one controller in store on 9/25/2020 dude said it should be sent within a few days and still haven't gotten anything delivered, also bought a headset I need to return but they never emailed me a receipt which they said they would so I'm out over $100 in total because of this, I already ordered another controller from Amazon since then and am already using it now, and I really don't believe the item i ordered will ever come.”
