“More Like 'Worst' Buy: A Tale of Frustration and Disappointment (
Danby - 7 Cu. Ft. Top-Freezer Refrigerator - Black/Stainless Steel Look)
If you're considering a major purchase from Best Buy, I implore you to read my experience before making that decision. This isn't just a review; it's a warning about the worst buying and customer support ordeal I've ever endured.
It all started with a simple mistake on our part: ordering a fridge that was slightly too large for the intended space. This error, however, unleashed a series of catastrophic events that would test the patience of a saint. Firstly, Best Buy has completely transitioned to overseas customer support, severing any direct communication with local stores. This decision baffles me – how does removing local support improve customer service?
The nightmare began with scheduling a pickup for the original fridge and ordering a replacement. The pickup was a logistical disaster, arriving 20 minutes earlier than the stated 4-hour window, and the lack of flexibility in rescheduling was astounding.
But it gets worse. The replacement fridge arrived looking like it had survived a battle – the packaging was in tatters, and the fridge itself was dented on every side. After a painfully long wait for Best Buy to pick up this damaged product, we took matters into our own hands and dropped it off at the nearest store. Ironically, they showed up at our door two days later to collect it.
Hope dwindled when the second replacement arrived in an even more pitiful state – the top freezer was utterly crushed. Refusing to wait for another prolonged pickup process, we attempted to return it ourselves, only to be turned away because Best Buy hadn't generated a new order number for this fridge.
As I write this, the mangled appliance still sits in my office, a stark reminder of this hellish experience. My advice? Save yourself the hassle and consider purchasing from more reliable retailers like Home Depot, Lowe's, or Amazon. 'Worst' Buy would be a more fitting name for this establishment, given the abysmal decline in their service quality.”
“I tried to purchase an item on sale in particular a TCL 8QM 75 INCH TV. this was two days before the sales price of $1299.00 was due to expire. Was told product not available even though I said I was in no hurry. Could not order. One day after the sale price went from $1299 to $1599.00. The product is available. What a surprise. Well as a long time customer best buy does not care. I spoke to a manager who couldn't have cared less. Well there are plenty of other places to purchase my electronics from and will do so.”
“Have held a credit account since 2010. Made my payments and have paid account balances off. Have had a $1500 credit limit for many years and never have had an issue as to where my limit was decreased for an reason. Went into the local store on 12/26/23 to exchange a TV I purchased for my daughter, at which my account was verified and was told that I still had approximately $1,090 +/- spending limit available. Went back to same store tonight - 1/1/24, to purchase a Robot vacuum for my wife. Logged into account before going up to counter to purchase vacuum to find out that my spending limit has been decreased to $550 without any previous warning or notification. Contacted Citi Cards, spoke with 3 different people, to be told that, for one, a letter has been sent to me stating the reason(s) for a limit decrease, and two, they cannot verify or discuss those reasons. I told the representative that this has never happened before in the past 13 years I have held this account. The representative then tells me that the credit company / department has the right to review the account holder's credit information at any time, and that they can close or decrease the spending limit on an account at any time. IF my account is in good standing and has never been "reviewed" in the past, why now?!? This has definitely left a sour taste with me towards Best Buy, and I think it is poor communication / business practices that will drive long-time customers like myself away!”
“I spent over $25k on a home theater set up by Best Buy Sterling Magnolia. The initial set up was fine, but when the subwoofer had a problem I was extremely disappointed with their follow-up and customer service. First, I called the Geek Squad and had to pay $150 for them to just come visit and diagnose the problem. Then technician then told me to bring it to the store to have it serviced as it was still under warranty. When I lugged the ~70lbs subwoofer to the store, they then proceeded to explain that due to their "internal process and liability issues" I needed to contact the manufacturer directly, ask for original packing materials/box, and do everything on my own. After spending $25k for the home theater and another $10k on a home wifi set up, I would have expected more in terms of clarity of process and also customer-focused attention once a problem occurred. I would not recommend Best Buy Sterling/Magnolia for any high-end customized set ups. Fine if you buy a one-off product, but for expensive set-ups customer service and any follow-up post sale you are on your own...”
“Be extremely careful if you buy anything online from Best Buy!
Unlike Amazon that has free shipping for returns and full refund, or Costco which has 100% guarantee - The Best Buy Marketplace policies are horrendous - if you buy something and return it - you have to pay for shipping to return it on your dime and then they add a restocking fee. Even if you never opened the box! Disgusting!!!”
“They sell products, and not the supplies for the product. I bought a Brother printer from this company. They do not sell the ink cartridges!!! Try to call and ask why, I am only getting off-shore calling centers (durring business hours). This company has gone down hill big time!!! This was a good company, in the 1980's... STAY AWAY!!!!”
“I'm writing to express my extreme dissatisfaction with a recent Best Buy order. I purchased a game system online, only to find it was at a store 118 miles away. This led to over $20 in tolls and $35 in gas expenses. Upon reaching the store, the manager claimed corporate canceled my order without prior notice.
Attempting to resolve this, I contacted corporate customer service, only to face more frustration—being put on hold and eventually hung up on. The representative suggested reordering when the item is back in stock, an unacceptable response.
The lack of communication between the store and corporate, along with misinformation, highlights a flaw in Best Buy's internal processes. I also suspect an employee may have canceled my order to obtain the item personally, raising serious integrity concerns.
This experience has eroded my trust in Best Buy's ethical standards. I strongly urge them to address these issues promptly. Until then, I'm hesitant to recommend Best Buy due to mishandling my order and inadequate support in resolving the matter.”
“BEWARE OF BEST BUY 5 years ago we purchased and appliance package along with an extended warranty.. at the time they offered a discount if I would sign up for a credit card thru Best Buy and charge the appliance package to it. Which I did, and then proceeded to pay the charge off in the 30 days after and also closing the credit card account.
Approximately 6 months ago I got a bill from Citi Bank saying my credit card account was past due on the account I had closed a few years ago.
Best Buy renewed a warranty package using the closed credit card account without my knowledge and certainly not my approval.
I spent the next 4 months trying to resolve the fraudulent charges. Finally Citi Bank sent me a letter saying they approved my request to remove and cancel this unauthorized charge from this closed credit card account. I also had several messages and phone calls with the so called Geek Squad to make sure they made no further attempts to charge this old credit card again.
So for the last 30 days I am finally relieved to know it got cleared up.
Today in the mail I get a letter from Best Buy stating that upon "their review since a warranty had been in effect after it was charged to the old closed credit cardI had had at the benefit of this unauthorized FRAUDULENTLY charged warranty and they expected me to make payments on it otherwise they would report me as being past due to the 3 major credit bureaus. I am 75 years old and had a 834 credit score until this disaster with Best Buy.
I am sending this same message to Florida State Attorneys office for their investigation into BEST BUYS FRAUDULENT CHARGES.
MY ADVICE IS TO DO BUSINESS WITH COMPANIES THAT DO NOT DO THESE TYPE OF PRACTICES, AS THEIR ARE MANY OTHER COMPANIES THAT OFFER THE SAME PRODUCTS AT COMPARABLE PRICES THAT DON'T STOOP TO THE LEVEL OF BEST BUY.
THIS IS ONE OF THE REASONS WHY BEST BUY ONLY HAS A 1.4 OVERALL RATING.”
“I've been royally screwed by Best Buy. I purchased a washer/dryer stacked unit mid November and scheduled delivery for about 3 weeks later. They showed up, made some questionable measurements, decided that a few pieces of wall trim needed to be removed and left before I had time to evaluate what they were talking about. It took me 5 minutes to remove the trim, but they would not wait. Ok, fine, I can understand that.
So we rescheduled delivery and installation for the next day. I checked my email late that night and found that that they seemingly cancelled. It was 11:30 PM, so went to bed and called first thing in the morning. They did cancel on me because the unit "wasn't properly staged at the warehouse and the delivery truck was full". I was supposed to get a call back from customer service later, after they double checked with the crew to see if space could be made on the truck. That never happened. I rescheduled for the next day.
Next day rolls around and 7:00 that night I get a call stating they're too busy to deliver and install. I was not happy and we went back and forth for a while. I was promised compensation for the delays and their inability to deliver. I was also promised the first available delivery window the morning of Dec 26th.
Here we are. December 25 at 7:00 pm and they cancelled on me again. Now we're looking at January 3.
To further complicate, our house is under construction and this delivery needed to be coordinated and well timed. Flooring, electrical work, and plumbing were all tied to this installation. This failure to deliver by Best Buy has cost me quite a bit of money and here I am, looking at more than two weeks without a washer and dryer.
Do yourself a favor and look elsewhere. I've spent many hours trying to resolve this.”
“Ordered and paid for Samsung ear buds. It was a gift. Best Buy sent a cheap set of headphones. They robbed me of over a hundred dollars. Best Buy doesn’t care and They won’t fix their error. The CEO should go to jail for theft.”
“Day 14: Still no resolution from best buy to gain access to my bestbuy.com account. Calling every day and each day I must endure the endless loop of explaining that I cannot get access to my account because it is frozen and each time I am told there are several accounts that seem to have something to do with me one way or another and that these accounts all need to be merged. I acknowledge this however, the process which I was told takes 96 hours to complete. It has been 288 hours since the first time I called about this issue. I was told 4 different times that the issue has been "Stepped up". to no avail. So the issue continues. Please keep checking back to see exactly how long it takes to resolve this issue and maybe ask yourself do you really want Best Buy to be working on your laptop? They can't fix their own issues let alone anyone else's!””
“To buy In the store is good, but online it's terrible service my product supost to arrive in 2 day Now it's rescheduled for 4 more days. Bad service never buy here online any more”
“By far the worst customer service I have ever experienced. Do not shop there went online to order product for Christmas said item was available for in store pickup. So I proceeded to place order as soon as payment went through it let me know that they didnt have said item and that I would have to wait until after Christmas. So got online chat customer service guy proceeded to lie to me telling he took care of the issue and tell me best buy takes care of there customers. Have the transcript to prove it. So later in the day I call customer service after 2 fn hours of phone tag and holding nobody can help me. So a guy tells me finally that the local store will call me in and hour another lie still no call.”
“Horrible service, this people are a big and huge liar, we order a product to our daughter Christmas gift, supposed delivery on December 21, now reschedule delivery for December 26, crazy last time shopping again without any compensation for they mistake. Bull@#$%”
“Worst Customer service, they were not able to cancel my order and it hasn’t even bee shipped out yet. They are so quick to refer to their policy that they are unable to assist customer and also say that the supervisors will be doing nothing as well because they are unable to. I asked multiple times to speak to upper management and they kept saying that they are unavailable to call back. I suggested if they may call me back at their earliest convenience and they responded that they couldn’t. What is annoying is that they offer next day free delivery but when it comes to their policy they are so strict with it. They should be like that all across the board.”
“Day 12: Still no resolution from best buy to gain access to my bestbuy.com account. Calling every day and each day I must endure the endless loop of explaining that I cannot get access to my account because it is frozen and each time I am told there are several accounts that seem to have something to do with me one way or another and that these accounts all need to be merged. I acknowledge this however, the process which I was told takes 96 hours to complete. It has been 288 hours since the first time I called about this issue. I was told 4 different times that the issue has been "Stepped up". to no avail. So the issue continues. Please keep checking back to see exactly how long it takes to resolve this issue and maybe ask yourself do you really want Best Buy to be working on your laptop? They can't fix their own issues let alone anyone else's!”
“Terrible customer service. Been a loyal customer for many years, both personally and for my business. Unfortunately, when they make a mistake, they do not take accountability for it. Online customer service just echoes that they can’t do anything. Nobody has any power and they Clearly do not value their customers. It’s very disappointing I’ve wasted tons of time on phone with representatives, and have never been truly satisfied with any experience I’ve had.”
“I have decided to write a review every day until my problem is resolved. For over ten days I have not been able to sign into my best buy account as it is frozen. I have been made aware that there are a total of four best buy accounts with my name and or different email addresses and different addresses. I have asked for help with this over the last 10 day period being told everything from someone will get back toy, to your accounts need to merged and it takes 96 hours, to various other excuses. each time I get a new person who reads the nots and thinks he or she has the fix and it goes nowhere. they write another ticket and I never hear back from anyone. i even went to my local store and spent over an hour with the store manager and his corporate tech person to no avail. I am beginning to think they do not have a clue. makes me want to start a new company and call it "Better Buy" because they certainly are not "Best". The other issue is their call center in various cheap foreign countries are totally annoying. really getting tired of this so I will copy and paste this message once a day until they decide to resolve the issue. let's see how many there will be!!”
“Can't do less than one star? It's simple: how can I trust a retailer that will not let you speak to anyone at the store where you made a purchase? Their automated attendant and chatbot are a solid wall as strong as Fort Knox. Therefore, the only thing they care about are the dollars you spend. If I wanted to deal with automation and ease, I'll do business with Amazon, which is actually a better experience. I no longer feel that Best Buy values my support of their brick and mortar store. Bye bye, Best Buy.”
