“Being a frequent BestBuy customer, I am very disappointed at the level of service I received today. What can be only describe as a nightmare experience started with a trip to this store to buy a Samsong S10 phone. After waiting for a few minutes, I was told that the SIM card that is compatible with the S10 was not in stock and I would need to go to a local Sprint store to get it. My local Sprint store is approximately 25 minutes away! So after about an hour round trip and paying $10.99 for the SIM card pack, I came back to BestBuy. This time a different saleswoman told me that the phone with activation would be $699 despite the fact that it specifically said $499 on their own BestBuy website. Now, this was exactly the same phone, same options, same service, same upgrade; $499 online but $699 in store. They said they have no way of honoring the $499 price or even price matching it. The saleswoman claimed that the $499 price is only for new line of service, not for the upgrade like I wanted. I adamantly told her that it's $499 for either new line or upgrade and that I know people who paid $499 for an upgrade. After 30 minutes, I just ordered the phone for $499 online. But now I have to wait until the online order is processed and I would need to pick it up at "Pick Up". That turned out to be almost 4 hours of waiting! They had EVERYTHING in stock including the SIM card that I was initially told to pick up myself! So after I waited 4 hours, I finally made my third trip to the store to pick up the phone which I ended up paying $499 for and it came with the SIM card! This was a nightmarish experience. Even if they couldn't honor the $499 price in store, they sent me on an hour errand to buy a SIM card then had me wait 4 hours until pick up was ready!”
“Being a frequent BestBuy customer, I am very disappointed at the level of service I received today. What can be only describe as a nightmare experience started with a trip to this store to buy a Samsong S10 phone. After waiting for a few minutes, I was told that the SIM card that is compatible with the S10 was not in stock and I would need to go to a local Sprint store to get it. My local Sprint store is approximately 25 minutes away! So after about an hour round trip and paying $10.99 for the SIM card pack, I came back to BestBuy. This time a different saleswoman told me that the phone with activation would be $699 despite the fact that it specifically said $499 on their own BestBuy website. Now, this was exactly the same phone, same options, same service, same upgrade; $499 online but $699 in store. They said they have no way of honoring the $499 price or even price matching it. The saleswoman claimed that the $499 price is only for new line of service, not for the upgrade like I wanted. I adamantly told her that it's $499 for either new line or upgrade and that I know people who paid $499 for an upgrade. After 30 minutes, I just ordered the phone for $499 online. But now I have to wait until the online order is processed and I would need to pick it up at "Pick Up". That turned out to be almost 4 hours of waiting! They had EVERYTHING in stock including the SIM card that I was initially told to pick up myself! So after I waited 4 hours, I finally made my third trip to the store to pick up the phone which I ended up paying $499 for and it came with the SIM card! This was a nightmarish experience. Even if they couldn't honor the $499 price in store, they sent me on an hour errand to buy a SIM card then had me wait 4 hours until pick up was ready!”
“I would NEVER ever buy anything from Best Buy. They are a slimy organization and do NOT hold up to their promises and for that matter their Samsung line of products is horrible. I had a very legitimate concern and when I expressed it in the store, I was escorted out by their security and manager. I will NEVER walk in that store or any store again and I tell everyone NOT to ever visit them either. They should be ashamed of their horrible reputation as evidenced on this site.”
“WORST CUSTOMER SERVICE ON THE PLANET. I DO NOT KNOW HOW THEY ARE STILL IN BUSINESS! So INCREDIBLY unhelpful. Now, I am not talking about in-store staff. I am talking about behind the scenes. Calling in and speaking with the a SUPERVISOR. THEY HAVE NO AUTHORITY TO HELP YOU AT ALL. I ordered a $1,000 monitor for my desk and was told it would be shipped by a certain day. We arrive at the expected shipping day and there's no shipment. I call in and they say that they have no idea where it is or why it hasn't left the holding facility.
Because I was going out of town and wasn't going to be home for the next few days, I asked that it would be shipped at a later date so I could be home for the drop off. Couldn't do that. Apparently they cannot "schedule" a shipping day.... OKAYYY. So I ask that the payment be transferred to a store so I could pick it up in person same day... can't do that either.
Mind you I'm speaking to the SUPERVISOR OF THE ENTIRE DEPARTMENT. I then ask for a REFUND since he couldn't accommodate in the slightest bit. He said he would process the refund in the next 8-10 business days.. I ask when it would be visible on my account. He said he cannot answer that and that they will process the refund in the next few business days... NO HELP EVEN FROM THE SUPERVISOR.
9 days later, there is no email, no confirmation, nothing. I call back and am THEN told that they cannot process the refund unless I go back to the store and swipe the card at the store............ WHY WASN'T I NOTIFIED WHEN I SPOKE TO THE SUPERVISOR 9 DAYS AGO?! He said that HE would process the refund himself.
I go to the store and find out that THEY can't even process the refund because the item is in cue and in the system marked as shipped EVEN THOUGH IT HASN'T LEFT THE FACILITY. Who knows how long it's been like that. We both call customer service as I did 9 days ago, me and the store employee. We are on hold for 20 MINUTES and get hung up on.
I honestly do not understand this level of incompetence. I will never ever again be giving my business to Best Buy in ANY circumstance. After that I just went to Fry's in Burbank where they had my monitor in person and walked out with it same day. I've learned my lesson, that is for certain!!! Best Buy needs to do some serious overhauling on their customer service employees. Better yet, they should cease to be a working institution all together. I wouldn't mind that.”
“I would call it "Worst Buy". Purchased FrigidAir air conditioner. The sales staff was very helpful and eager. I picked it up in Secaucus store, drove to Hoboken and carried it 4. It was the best part of my experience. When I tried to set it up, I discovered that some brackets and screws were missing. So, went back to the store trying to either get the parts or get another unit with all parts in it. But the customer service guy "David" told me to call the manufacturer and have it shipped to me. They would not take it back or exchange it for another unit. He was extremely unpleasant and rude. Customer service is the only way you can compete with Amazon and Best Buy is doing everything to go in the way of all other electronic stores. Good for Amazon.”
“The Riverhead, NY store service staff were indignant and disrespectful. We specifically purchased a PC from them for their service offerings. When my mother went in for a class, she was told basically they only teach how to turn on and off the PC. We were told the classes would help with the additional software, and learning Windows 10. We had asked multiple and specific questions when we initially purchased the additional Total Tech Support. But afterwards, there were all these additional costs. We had asked about installment, than they were going to charge an additional $100.00 to attach to the printer and install the purchased software. Quite frankly I would not reccommend Best Buy, I am thoroughly disappointed and I am awaiting a response frm the Manager. The service and the knowledge of the employees is appalling! If I could I would give a negative 10 rating. My mother asked for the supervisor "well he is gone now for a half hour". Ok, well who else can she speak to ? Needed to be the response, or how can I help. This is really simple.”
“If there was a rating of minus 0, I would rate it that. The WORST customer service EVER! Once they sell you something and take your money, they don't want to hear from you. Comcast had the worst reputation for customer service, but, Best Buy has them beat. They should be renamed WORST BUY. Stay out of that store or you will regret it.”
“I caled number given to me to verify appt. They switched me to delivery. Was on hold for 1 hour 25 min and I finally hung up when the installer text that he was on his way. Initial announcement on phone, your wait time is 34 min. WRONG”
“A horrible delivery experience!
We recently order our third major appliance (a freezer) from Best Buy last week. A year and a half ago we purchased an Open Box Refrigerator that was further damaged because it was sent to Chicago instead of our address near Indianapolis. The store gave us a further discount and the refrigerator arrived on schedule.
Next we purchased a dryer six weeks ago and had no issues with it.
Now comes the freezer. Our old freezer still works so we wanted to wait until close to the arrival time to remove the food. Once we learned when they expected to arrive, the food was packed in coolers and boxes- but mind you, it’s summer.
While my husband was unloading the freezer, the delivery folks called x 3 on one number provided. They cannot find the address. This is the same address we had for the other two deliveries.
My husband had his cell phone with him but didn’t receive a call on it.
They canceled the delivery for that day. Now we have food frosted over and while we expected to lose some of it we didn’t think it would be for this futile exercise.
We talked with the store and customer service. We feel they do not care. And by the way-neither does corporate. It was a 25 minute wait to reach someone. We will not do business with Best Buy again”
“I ordered a window unit a/c from Best Buy. They did not deliver it and said it was in limbo which means they never sent it. So, stupidly I ordered it again. It was not delivered on the date they said it would be. So far I was without an a/c in Texas heat for three weeks because of them. From the store to the customer service, the people I talked to were totally incompetent. No two people know what they are doing. It was to be delivered late on a Monday. By this time I couldn't take the heat anymore so went down to Lowe's and purchased an a/c and had it installed. It is not the brand I wanted but at least it's cool in here. When the Best Buy a/c arrives, late of course, they wanted us to bring it down to the store and they will give me my money back. We are 82 and 91 and they expect us to lift this box in the car? My daughter called the 800 number and told them the problem and they sent me a return sticker to give to the Ups man so it will be returned without us lifting it. This woman at the 800 number is the only person that knew what she was talking about. I will never buy anything from Best Buy again.”
“This whole purchase has been a complete nightmare. From week one from the ice marker to the computer screen freezing up until 7 months later of both sides of the freezer not working and it already needing freon. I waited almost three months from 2/27 until the months later for my refrigerator to finally be repaired. We had to clean out an old freezer that we had in the garage to store meats during all that time. Best buy offered me to swap out the refrigerator but since I had gotten it during a holiday special price match with Lowe's I could only get the dollar amount refrigerator that I had paid for. Since we had an horrible experience at BEST buy thus far we purchased our Samsung dual convection stove to match our Samsung hib fridge from Lowe's. To swap out for a lesser value fridge than our stove would not make any sense. And to lose the deal we got from Lowe's just because of a malfunctioning appliance from best buy was not a good deal to us. So went tech's and out our home. One tech asked us what was wrong with the refrigerator and asked us why the last tech had order those specific parts for it. We asked him to ask the previous tech any questions about the parts before he would arrive to our home to repair the fridge. Obviously that never happened. Regardless, we toughed through those months and the refrigerator was repaired. We was told we could do a food spoilage claim since once we were told it was repaired and it never was and since we went through several months of a nonfunctional unit. We received specific instructions on b how to fill out the claim forms worth am geek squad/BEST buy rep. He told us to use the same work order number from February since the unit wasn't ever repaired until Samsung repaired it in May. I told him I would have several claim forms. He had to look up the form online since best buy had recently changed the steps in submitting a claim. He stated I wouldn't need to provide any receipts and he instructed me to use the SAME claim number for each form. I was under the impression that each claim form although under the same claim number would be handled separately, since each claim happened within months of each other, or are we being penalized because the repair was never completed.
The first food spoilage claim was when the freezer first went out in February. Our meats in our freezer on the left side defrosted
The second claim form was once geek squad's rep Eric (or whatever his correct name is) came out and told us the freezer was repaired and I immediately went grocery shopping. You can see according to my attachment the left freezer was never fixed
By the Third time BEST buy wanted to swap out the unit. That's when I found out we would get the short end of the stick since we took advantage of PRICE MATCH GAURANTEE. Yes we got a great deal on this fridge o well we thought we did ...but since the unti didn't work we was short with the wish would have just bought it from Lowe's thought. So by this time of course we said no to the swap and getting a much less expensive fridge and so even though we paid for geek squad we heard the words of CALL THE MANUFACTURER. So reluctantly we did. By this time the right or left side of this quad hub frezer was not working and neither was the refrigerator. The Samsung rep said he would fix it but it would probably need to be repaired again later when it was most likely out of warranty.
With a "FOR NOW WORKING" refrigerator. We figured well at least let's fill out the FOOD SPOILAGE CLAIM FORM and get all the money that we lost in groceries back.. To then be faced with our FSCF declined. Then 4 or 5 times of calling for five days to be hung up on by the system. To then getting told to email any issues we were having. A response to our email: SEE THE ATTACHMENT!! Only one claim form was approved!!!! I'm guessing this happened since we only used ONE WORK ORDER NUMBER LIKE WE WERE TOLD TO. So I called Samsung to try and get another work order number. PLEASE PLEASE PLEASE SEE THE ATTACHMENT TO SEE WHAT HAPPENED WITH THAT AND PICTURES OF HOW HORRIBLE THIS HOW SITUATION HAS NOW CONTINUED!!! The Samsung rep would not disconnect the call for almost 2 hrs. She knew i would be immediately connected to a survey. Her determination to prevent me for giving her a direct score of her poor customer service she felt the need to stay connected. I was traveling and had no need to be doing anything else. I also was curios on n how long she would continue with this behavior. I come frim sales and have commissioned just about my whole life. This is unacceptable behavior and companies that maybe struggling to survive in this growing economy need to know why. Customer service is directly affected to sales and growth of a business..thus the reason for all the survey's being given.
MY UNIT WORKS FOR NOW
IM PUNISHED FOR USING PRICE MATCH WITH BEST BUY
I AM GOING THROUGH A HORRIBLE SINKING IN QUICK SAND NIGHT MARE BECAUSE MY UNIT DIDNT WORK FOR ALMOST 3 MONTHS AND TRYING TO GET REIMBURSED FOR A SERVICE BEST BUY SELLS SO HARD
TO THEN BE KEPT CONNECTED FOR ALMOST 2 HRS SO I COULDN'T LEAVE A SURVEY BY A SAMSUNG TECH
WHAT I WANT??? NOTHING IM DONE!
BUYERS BEWARE OF SOMTHING THAT LOOKS GOOD:
PRICE MATCH
GEEK SQUAD EXTENDED WARRANTY
FOOD SPOILAGE CLAIM”
“POOR, POOR POOR. Maybe Best Buy but the service is HORRIBLE.
The Geek Squad value 0. Customer service value 0. Spent 5 hours total in waiting time on the phone for someone to answer. Transferred to different departments and still on hold. It's worth to pay a few dollars more for an item from another store to get the service you need.
Never ever again.”
“ABSOLUTELY HORRIBLE!!!
"Never will order anything from them again. I bought a phone online from them it was to be virgin mobile said it on my papers from shipment too. I get the phone and it's boost mobile. I have been dealing with activation issues since October 18, 2018. Went to 21st1 best buy stores, they told me to ho through boost mobile they can't help me because best buy scanned it wrong at shipment, then I was told to call Virgin mobile and they did absolutely nothing because they couldn't. Got treated rudely at Best Buy stores and got hungup on twice by the rude customer service representatives. I will never ever order anything from them again or walk in their stores again. They will not reimburse my money or give me a phone for free since they took my money for a phone that has never worked."”
“Don't go to Best Buy in Collegeville, Pa. if you want to buy Consumer Cellular services. I visited there yesterday with two other family members to purchase SIM cards and connect to CC service. I was told that they do not sell Consumer Cellular or the SIM cards. I know this is not true because a friend of mine visited there last week and had no problem in getting connected to Consumer Cellular. Apparently they did not want to be bothered on the day we visited the store. The two employees that I questioned about getting the service were condescending to the point of being rude. They have lost a customer.”
“St. Louis Blues Fan kept from watching playoffs. I have a friend; he has been a St. Louis Blues fan forever. He cannot watch the Blues games this week (or last) because of buying a TV from Best Buy in South St. Louis County. He purchased a 65” TV from the store in February. As the games began to heat up, he started having problems with the TV. He called the store and they sent out Geek Squad. The guy actually broke the back of the TV while trying to remove the panel to fix the motherboard problem. It was very obvious, from anyone with any kind of tech experience that it was a screen problem, not a motherboard problem. He said that he’d get the back replaced and told my friend it wasn’t the motherboard. Another guy came out later to fix the screen (and the broken back panel) and said it would take up to 12 days to get in the part to get it fixed. My friend said that he wouldn’t be able to watch the playoffs. The Geek Squad rep answered with “Well, you can at least listen to it.”
They did not offer a loner or a replacement. My friend and his wife are elderly and disabled. They have both made multiple calls. Best Buy told his wife that she wasn’t on the purchase receipt, so they would not talk to her.
Tonight is Game 6. He’s waited for almost 50 years for this. He’ll listen to it. He figured out how to use his remote to switch to HDMI so he can get the sound on.”
“Similar experience. The delivery did not take place on the date promised, nor was I notified. I had to call to find out. The customer support line was not at all helpful. Once the product was delivered, the dryer did not work. Now I find my self again waiting for Best Buy to contact me to take action on my issue.”
“Awful delivery experience. Driver who was delivering an appliance called and said he was going to deliver earlier than scheduled and never showed up for delivery. Called customer service which took about 40 minutes and they said I would have to call best buy to cancel or reschedule the delivery.”
