Best Buy

Customer Service Ratings and Comments

Best Buy is ranked #123 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 35.17 out of a possible 200. This score rates Best Buy customer service and customer support as Disappointing.

NEGATIVE Comments

32 Negative Comments out of 35 Total Comments is 91.43%.

POSITIVE Comments

3 Positive Comments out of 35 Total Comments is 8.57%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

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As Americans, we have the right to have someone speaking our language. It is the law that those business/companies must provide someone to you just like we do here in America. I am not bias or indifferent but sometimes it is hard to understand these people.
SaraKMJ3 1/25/10 12:46PM
My husband and I are SO disappointed with Best Buy. We have shopped at Best Buy for years and have always been pleased. No More.

We purchased an Asus laptop in Dec 08 and about a year later, one month after the warranty ran out, the laptop crashed. I was told by a local computer repair shop that it would cost too much to fix. I contacted Best Buy and they refused to do anything since we didn't purchase an extended warranty.

I feel that Best Buy should have at least offered something to compensate us for the loss of a $700.00 laptop that only lasted a year. I called their customer complaint department, but they refused to do anything. I've now written a letter to their corporate office, but as of this date, have not heard anything.

My best advice:don't do business with Best Buy and definitely don't buy any Asus product.
Anonymous 1/24/10 7:14PM
no one answers the phone at any of the stores i call. mind-boggling. i'm desperately looking for an alternative to this horrible place
barryjay 1/16/10 1:57PM
Terrible terrible terrible....Best Buy didnt deliver my package before Christmas and even theough there was a christmas guarantee they are not honoring it. It is only a $20.00 compensation but they will not give it to me for some reason. I have been calling Best Buy since Dec. 24th, have talked to over 15 people and have had 6 cases opened regarding this matter with absolutely no resolution nor is there any effort to resolve this. They REFUSE to let me speak with a supervisor or manager and tell me all they can do is open a new case number for me.....really Best Buy, really?!?!?!?!?!?!
ihatebestbuy 1/12/10 9:15PM
I had a bad experience this past evening at a Best Buy store in Virginia Beach, Virginia. I was looking though blu-ray movies for ones which were on sale. Noticing all the 9.99 tags as I was browsing about. I noticed the three disc 2008 version of “The Day The Earth Stood Still – Special Edition”. Directly in front of the numerous blu-ray copies was a sale placard stating “The Day The Earth Stood Still – Special Edition” for 9.99. The regular price on these particular blu-rays was 29.99 (later after dealing with whom I believe was a mid-level manager it was shown to me that in the fine print at the bottom of the sale placard it stated “based on the regular price of 24.99). Obviously I did not notice this fact when I grabbed the movie and went to the check counter. I simply picked up what was obviously the item on sale as the “special edition”. Once at the counter the gentlemen price scanned the disc which came up 29.99. I told him that the item should be on sale. I even went and got the placard showing that it was on sale. He contacted this mid-level manager and she said that the placard referred to the black and white version and not the three disc version. Any person who had seen the same sale placard and the blu-rays directly behind it would have thought the same thing I did. I brought to her attention that nowhere on the black and white version blu-ray does it state “special edition”. Who would think that a sale placard stating, “The Day The Earth Stood Still- Special Edition” actually referred to the black and white version which doesn’t state “special edition” anywhere on the packaging? It seemed obvious to me that this was the case of a typo and misplacement of the sale placard. I did understand this was an error and not intentional. Point is I felt that Best Buy, due to their error with the placard should have honored the price and their customer and gave me the purchase. Afterwards correcting the error immediately to prevent the situation from happening again. Mislabeling the sale placard and placing it directly in front of the “wrong” blu-rays is not the customers fault. Point of fact, the black and white version was on the next shelf directly above with no sale placard. I was amazed that I was outright refused the purchase. I gave the gentlemen my rewards card and stated to both him and this mid-level manager that I would no longer require its use, would no longer be a customer, and would cut up my Best Buy card. I think this was handled improperly by Best Buy and refuse to give Best Buy any more of my business. It’s rather sad that Best Buy would sacrifice future purchases and a long standing costumer over a mere twenty dollar error on thier part. I have been recently contemplating a purchase of a new high definition television to replace my older 52” monitor. Needless to say, Best Buy won’t be one of the places I will look. This honestly wasn’t about money it was about principle. I could have purchased the item full price if I had really wanted it. Funny, right after leaving the store I did some internet research. I found that Best Buy had one of the worst customer service scorings.
cxlxcx911 1/8/10 8:37AM
It's 2 days before Christmas and I get a call from Sharon, she wokrs with the delivery people. She informs me that the TV I bought a few weeks ago is no longer available. She tells me "oh well, take it up with customer service at 888-BEST-BUY. Now, they have already charged my credit card and can't reimburse me for 5 to 7 days. I've been calling all day, the first phone call I was on hold for 19 minutes, the 2nd I was on hold for 38 minutes, when I finally spoke to someone the phone call lasted 1 hour 35 minutes total. And still no one could help me. Talk about a messed up company. I was told this happens all the time, they over sell and the people with the latest delivery dates don't get their product. I know things happen but they don't even try to help you, you get passed from one person to another and nothing happens becaue no one knows what to do.
joejonjack 12/23/09 12:43PM
Suck they have no customer service
hatterastom 12/1/09 3:36PM
I have NEVER had WORSE experiences with a store than Best Buy. I purchased a digital camera off line OVER two weeks ago and have YET to receive it. Best part yet, BEST BUY does NOT know where it's at. I've called them over 10 times and if I actually get through without hearing the message "Due to high volumes of calls- please call back again. Good bye" they don't tell me anything worth waiting for.
Anonymous 12/1/09 2:25PM
Best Buy is going to pull off the biggest consumer rip off in history. They are going to take millions of orders and take consumer money and not ship a single order, filing for bankrupcy protection.

Customer service numbers are not answered and orders are not being filled. Corporate office numbers are being transfered to teh customer service number that they dont answer. Watch Out For This one it is going to be big
Bdman36 12/1/09 9:41AM
Bad Customer service you wait forever to get a person then they disconnect your call Lat time I buy anything from this rip off company
Anonymous 11/30/09 10:39PM
Bought a $250 Westinghouse TV and got 12 month Warranty. 13 months took TV in (no picture). They charged me 35 bucks to send it in for estimate. Estimate came back $500.00 for new power supply. But I can go over there and buy a new for $200 (they were on sale). Their answer was "yup, What do want us to do?" I left haven't been back!
Wally 11/20/09 6:23PM
Bust Buy Union City

Never purchase from this place of business as their customer service is the worst that I have come across ever!!!!
Anonymous 10/18/09 4:10PM
As a customer service manager for a multi million dollar sporting goods company I find it totally unacceptable the way Best Buy treats their customers. If I ever treated our customers with the WE ARE BETTER THAN YOU ATTITUDE that I have been receiving from the Best Buy Geek Supervisors I would have been fired years ago. They clearly prove that they don't stand behind the consumers and that we need them more than they need us. I will make sure that I get what I am deserving this time but this will be the last purchase I make from this company.
Anonymous 9/26/09 12:19PM
WORST CUSTOMER SERVICE I have EVER experienced. I have been dealing with their "Geek Squad" agents for over a year with a bunk computer that they refuse to replace. For some reason, (and the reasons change each time the computer has a problem and I have to go back), they claim that the machine is not covered under their "no lemon" policy. If this machine is not a lemon (it's been back to the store 7 times in a year, 3 new hard drives!), I don't know what is. I am so extremely frustrated and vow to NEVER EVER purchase anything from them again. "Best Buy" ... what a joke!
Disappointed in D.C. 9/24/09 5:14PM
I bought a laptop and a net book and then suddenly when checking out the salesperson couldn't ring me up - she had "to go" in a big rush, having someone else ring me up, but appeared at the door when I was leaving. I got the items to my vehicle, pulled out of the lot and oddly enough a car followed me out of the parking lot. When I stopped the people that followed me bashed my window in and stole both computers.

The idiot manager refused to work with me, my attorney and police (since it didn't actually happen on their lot) to confirm that the sales person had signaled to someone in the lot, to prove it was a set up. So now we are having to wait on a court order for their video tapes. What a crock!

BTW, other strange things happened in the transactions that indicated that it was a set up, and they wont even speak civil to us or return a phone call. Rotten! Rotten! Rotten!
I-hate-this-place 9/21/09 12:26PM
This is by far the worst company ever. Brain Dunn should be ashamed of himself. His "consumer relationship" dept. led by Tim Snow is a joke. I have been calling since 9/5/09 and they still have not had the courtesy to return calls or get my computer back to me. Today Iam calling Tappy Phillips channel 7 eyewitness news in the hopes something will now be done. I have been promised e-mails and return calls to no avail.

Judi
Judi 9/16/09 6:21AM
i took my xbox 360 in to my local best buy on aug. 22 due to the cd rom went out 9 months after buying.i had purchased they extended warranty.the sales person to me they were sending out a new one to replace mine. i have been to the store 2x and called the store 2x.and get the run around we dont know whats up.i called the corp on sunday and they told me i will get it when they get it to me.i said to them i was told 2 wks and now you are failing to comply with your agreement.and they told me they can do what ever they want that nothing is in stone.well the joke is on them i contacted my attorney today to file theft charges and breach of a contract.best buy is the most worst place anyone can ever shop at.
lance7128 9/8/09 9:21AM
I bought a laptop AND the $300 service coverage. $1700 total. I only got TWO MONTHS' USE of that PC in the first YEAR. The repair crew (Geeks) kept it for MONTHS, sending it back unrepaired or with new problems. The hard drive was replaced TWICE. The LONGEST they kept it was FOUR MONTHS! They REFUSED to replace it, repair it in a timely fashion. Many times, I stood in line with other customers, cursing Best Buy's incompetence. I will NEVER buy from them again.
evanhaning 8/25/09 4:39AM
One of the few retail stores that I have been THROWN OUT OF !! I complained about a mis-labelled rack of CD's - the mis-labeling was the price, and it seemed very intentional, as I had complained before about the same tactic (announcing CD's for $7.99...but having the rack full of CD's for $12.99). The manager had the security guards excort me from the store (Danvers, MASS). Won't go there again.
RanWiz 8/22/09 3:22PM
Best buy has the worst customer service, that i have ever seen. They told me that they were going to take off all of my late charges, and they didnt. I called a month later when i recieved my billing statement and they told me again, that they would take off the charges and they never did. So when i called a third time, the lady told me that there was no documentation of the late charges that would be taken off. They are so bad, its unbelievable!
Anonymous 8/12/09 10:16AM
I think Best Buy Customer Service is one of the worst. After calling the same number 8 times to cancel my credit card, I finally had someone who was willing to do what I needed. I don't typically get angry when speaking to customer service individuals, but they pushed me to the limit. No one would listen to my requests, they just forwarded me on to the next number that inevitably would never answer. Call Failed. The end. I will never get a credit card with this company ever again.
Anonymous 4/29/09 7:11PM
How do they stay in business. I have been trying two days now to get info on a product for sale on their website. No one is answering. So I called my local store-the robot phone just sends me to an empty hunt group. I have yet to talk to anyone so I called the corp office and she hung up on me. I was polite and just asking for help and she hung up. I have been calling back now for 20 minutes only to get a busy signal.
I am going to shop somewhere else from now on.
shipaddict 4/29/09 9:50AM
I took my PC to Best Buy in Hiram, Georgia on March 13th to be fixed. Today is April 14th and they still have it. I have called 7 times and each time they give me a different story. I have asked for a manager or supervisor call me each time that I have called and they have NEVER called me or returned a call. Geek Squad is not the Geek Squad that it used to be. This is the most horrible service ever. If they can't fix it, just give me my money back and say so!
Charles in Dallas 4/14/09 8:25PM
V.V BAD CUSTOMER SERVICE. FLOOR SALESPERSON ARE DON'T CARE ABOUT CUSTOMER. THEY THINK THEY WORK IN WALL STREET.BAD STORE.I'll NEVER SHOP AGAIN . I'll CANCEL THER STORE CARD.
Anonymous 4/9/09 3:13AM
Back in December (on the 18th to be precise) I purchased a new Gateway desktop computer (model# FX6800-01e) from my local Best Buy store in Fort Worth. (5700 SW Loop 820, 76132). I am a graduating senior at Texas Christian University, and the computer's primary usage was for school. Since purchasing the machine I have added in a total of $1400.00 of high performance upgrade parts to customize the machine to my liking.

On February 25, 2009 I took the machine into the Best Buy I purchased it from due to a hard drive issue. At this time the computer was only 6 weeks old and still in pristine condition inside and out. Best Buy's "Geek Squad" had sent the computer off for repair to their service center. After waiting the promised 2 weeks for the repair to be completed I called to check on the status of the machine, they stated they were awaiting a specific part for the machine, a modem, and the part was on back order. There never was a modem In the machine when I took it in for service, the modem was removed from the machine when I performed the hardware upgrades, as it was unnecessary.

Last night, 3/26/2009 I finally received a call stating my computer was finished and ready to be picked up. Upon arrival and waiting for them to bring my computer out I immediately noticed significant case finish damage that was not previously there (I had only had the computer 6 weeks, and I worked diligently to keep the piano black finish in pristine condition). When the store associate placed the computer on the desk, I heard parts rattling around inside the machine, and pulled the cover off to investigate. The machine had apparently been dropped and abused significantly either in the store or during shipment from their service center. I had to physically verify the serial number on the unit to verify it was indeed the same machine I brought in originally for service due to the damage and scratches made it unrecognizable.

The machine is not even 3 months old, and over half of the time I have owned it, the machine has been in the possession of Best Buy for repairs. I further investigated the damage to the machine, there was significant structural damage to the case, as well as critical damage to the highly sensitive components within. The original problem the machine was sent in for was due to a hard drive malfunction. It took Best Buy over a month to repair the problem, and even then they sent a different unit both in brand name and in hard drive size(smaller than original, and cheaper quality drive) than what the machine came with. The store also expected me to accept the computer as-is, with the "new" hard drive (which was visually apparent as being previously used) and without having the original software installed on the machine, e.g.: the machine was blank and unusable.

I have contacted the 1-800-bestbuy number regarding the issue, only to be met with extreme resistance, the supervising Geek Squad manager within the store was hostile, and refused to work with me to resolve any issues. The Customer Service number has refused my attempts to obtain contact information for area or district managers to help with my search for a resolution. I requested they replace the machine with a new machine and they outright refused, and I am still left with no computer, school work piling up, and over $3000.00 wasted and no resolution in sight.
BGTCUFrog 3/27/09 7:18AM
After the experience that I had with the Best Buy on Arden in Sacramento,Ca I will never shop at a Best Buy again. The manager had no time, although there were only 10 other customers in the store. I was so frustrated after making a large purchase that I called and canceled my entire order. I found out that I had to wait 10 business days to receive a refund by mail. The supervisor on the corporate complaint line was rude and I got a complete run around!!! I will never shop at Best Buy again, actually, I take that back, I will be one of the first in line at their big "GOING OUT OF BUSINESS" sale.
mad in Sac 3/24/09 2:33PM
My girlfriend purchased a MP3 player through Best Buy & bought the additional 2 year replacement plan with it. Now at the time of the purchase she was not informed that the device had to be "broken a certain way" in order for it to be replaceable under warranty but that is what I was practically told at the Best Buy in Arlington, TX. The manager @ that time told me that it was only replaceable under warranty given these "certain circumstances"....I responded with that is strange because I had a TOSHIBA laptop's motherboard replaced/warranty HONORED under the same type of extended warranty even though the repairs were necessary due to my own fault/NOT manufacturer defect. ALSO,..... From the beginning at the refund counter I was treated as a person that was trying to de-fraud Best Buy . They did not listen to me when I told them that I did not abuse the item past normal wear & tear...they just kept saying that it was not coverable under warranty and that they would give me the $$ back for the warranty and that is all...Yeah, cause that's what a warranty is purchased for...?! I just wanted to say that I have spent thousands of $$$ @ Best Buy in the past and would still in the future if this had not happened....but now after this total LACK OF CORPORATE INTEGRITY I will take my business elsewhere.....
Anonymous 2/25/09 8:06PM
I too am very disappointed. Best Buy's customer service sucks when it comes to laptop replacement. I would never recomend anyone to buy a laptop from Best Buy ever again but rather go straight to the manufacture. I am out $1250 now as a result of the run arounds I have gotten from Best Buy. My lawyer has filed a suit against Best Buy as a result of this.
Anonymous 2/25/09 8:12AM
The last person(anonymous) is right not all stores are the same but customers seems to agree and put all their bad experiences together to give Best Buy a bad name. But I have to agree on one thing the worst store I have been to is the one in Dedham, MA store 436 is the worst of all starting with a whole bunch of overpaid seniors that call themselves"Managers" there is only one interest is to get the customer's money, blow their minds away with the latest and greatest and blow them away by have them call a 1-888-237-8289 number that does nothing for the customer!!!
none 1/2/09 11:10AM
This is my letter to Best Buy after today's experience.

3 times in the past 10 days I went to the best buy store in the mall in Guilderland, NY and waited at least 35 minutes each time for help from a salesperson because I wanted to purchase a plasma television. I did not receive help any of those times. The first time there was not even a salesperson in the department and a manager seemed to care less when I asked where they were. Today was the third time and this time I managed to track a salesperson down who told me he had at least three other customers to help before he could get to me. When I asked was he the only one there he said no it was him and one other guy but he did not know where the other guy was. I then went looking for a manager and I saw two employees chatting with each other by the cameras. When I asked to be directed to a manager I was told that one of them was a manager. I doubted this as both were dressed exactly the same. When I mentioned that this was the third time I was in the store trying to buy something but not finding help the guy just shrugged and said "sorry."

When I tried to get the name of someone higher up I was told they did not give out names.

So, here I am complaining to an online system that is going to generate a stupid email telling me how much it means to Best Buy to have me as a customer and that my issue will be dealt with in a few days. Then I'll get a canned response that basically resolves nothing.

Frankly, your sales staff, floor managers and process are terrible.

I'll be taking my business elsewhere. Oh yeah, and the hour and a half of my time that you wasted I will dedicate to putting this story out there on other boards and internet sites to try to keep someone else from running into the same crappy service.
hardwolf 12/29/08 8:36PM
Best Buy has been treating me ok, but I can tell you this if you haven't found out that Best Buy isn't the best place to buy. Their sales price is like not having a sales at all. If you are wanting something from Best Buy, wait for a coupon you get in the monthly mail.
914i 8/27/08 2:07PM
Terrible service.
Anonymous 8/13/08 1:44PM

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I had no problems calling for tv repair. I had a brief wait time. Was transferred to geek squad. Gentleman was very helpful. Set up an appt with a local repair shop and an appt.
anonymous 12/5/09 11:00AM
I walked in with a laptop i had bought from them a couple months ago. It was acting up, so i decided to see what they could do for me. They treated me with so much respect and care. Thank you Best Buy in Dedham, MA.
Anonymous 9/24/09 9:53AM
Charles Stewart 42 Hillsboro oh
I was at your store#154 Eastgate in Cincinnati oh on 9/11/09 I wanted to stereo speakers installed in my jeep.I meet Brittany K. who had a smile and helpful look on her face. I let her know it was going to be my birthday tommorrow and that lived quite a distance away if she could get someone to install them today.
She said she would try her best...I was sceptical but...She imediately went to work on getting a solution...She contacted Brian L. and He put my jeep in the installing bay and went to work expediently...While I was watching him Britta came out to the bay to ask him something...It just so happens I had a watch on that needed batteries, she took inside and found out that they were not in stock but gave me the #s I needed to get them later!
I have never been treated with more care...I would recommend everyone who can to go to bestbuy to get excellent service!!!

Signed stewent7@yahoo.com
CRS 9/16/09 10:29AM

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I used to work at best buy and typically the phone number extensions are the same in every store. When asked to put an extension ins 2180 will get you to the loss prevention desk. sometimes this is an easy way to get transferred because the all have 2-way radios and can typically get a hold of a department directly. if you need Geek squad their extensions are 2110 and 2111.
kaotic 4/15/09 7:25AM
I am an Employee at best buy and i don't think that you should spread bad stuff about best Buy from one experience in one store...We are a fa nominal company and take pride in helping customers. I would say to only complain of that one store and not tell people that all best buy's are terrible.
Anonymous 1/1/09 8:13PM

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888-237-8289

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