Best Buy Customer Service Complaints - page 3

We bought a washing machine from Best Buy back in 2017 that was supposed to be "new". It ended up stop working back in 2022. So the washing machine only lasted 5 years. We got a repairman to check the washer and when he looked up the date on the washer it said it was manufactured in 2005. So they sold a extremely old washer as brand new. I would definitely check the appliances before you buy them. This washer we got now has problems we got it fixed but be wary from buying washing machines or dryers and refrigerators from them. I heard a long time ago that they would resell used appliances. They shouldn't be selling used or old appliances as brand new and charging customers for items that are new when they are not.

Absolute worst tech support. Most people that I reached had such a thick accent I couldn't understand them, and the few that I actually comprehended did not know how to help me. Terrible.

Never apply for a best buy credit card!!!! They are scummers and liers ... they will destroy your credit score...

I purchased a freezer on 01/31/23. At the time, there was a promo, $100 off for opening a credit card and making a purchase the same day which I did. A $100 certificate was issued 03/13/23. After many unsuccessful attempts to use, I called Best Buy approximately 10 times and did 3 chats. Today, they said I could not use due to choosing a financing option. This was not told to me the last 12 times I contacted them. Those times, I was just promised it would be corrected, but it wasn't. This was torture to contact them so many times and then have them rip me off. BUYERS BEWARE OF BEST BUY!!!

Worst customer service on planet earth

This complaint is against Best Buy Credit Services. On 4/17, I received credit alerts form the credit bureaus that my credit limit had been decreased. My limit was reduced from $10k to $2400. My current balance on the account is $2200 so my overall utilization is now 95% from 21%. I recently missed my April payment by 8 days. I have been under ALOT of stress and simply forgot to make the payment. The payment was due on 4/9. I immediately made the payment once I learned I was late and set -up auto pay on the account. My complaint is that I feel that I have been retaliated against because of the late payment. I have never been late on the account from all the years I have been a cardholder (over 5 years). Because of my unintentional negligence, because life happens, I feel that I have been punished by this harsh action to decrease my limit. The decrease will now significantly impact my credit score and rating and will more than likely deny approval for future credit. I was advised that this action could not be reversed and that in order for me to get my limit increased, I would need to request a new increase which will cause a hard inquiry on my report. If this is normal Best Buy practice, I encourage all consumers to caution opening an account with Best Buy. They treat their customers with the least amount of respect, with little to no understanding and empathy. Do not open an account with these people. They do not value their credit card holders and will dismiss you for simple mistake. I regret ever opening an account with them. DO NOT OPEN AN ACCOUNT WITH THEM! DO NOT SHOP WITH THEM!

I always have trouble to pay my bill online. It is headache that happens every month. The online server is too slow or does not respond, to many steps are needed to get access to pay- you need to log in to Best Buy account, then to city bank account, and all links for payment are hard to find. Hate it.

My husband and I purchased a new computer from Best Buy store #1094 , in Carmel Indiana, on April 3. There were none in store but our receipt said it would be available on April 6. When my husband went to pick it up he was simply told it was not there. He called the store the next day and was told it would be there some time later that day. When he called the Best Buy "status of your order" line on April8 it said to bring his iID and come pick up his order. Not trusting that, he called the
actual store. He was told that the computer was not there. They transferred him to customer service. They told him it was coming from out of state but they have no way of tracking it so no one knows where it is or when it will arrive. Really poor customer service . I would not recommend Best Buy to anyone.

My customer service experience at the Best Buy in Charleston SC Store #1120 was so disappointing, I feel traumatized. And it happened twice. Now I understand my story will probably be gaslighted by most, because I am a "black" female and both of these employees were white or non-black males with the same demeanor and attitude towards me. I was too furious to get the names, but does it matter, because obviously this is the culture of that store and probably the company as a whole. The first case I was in the TV section, the employee kept his head in his phone and when I went up to him to ask a question he act like he didn't want to be bothered and he spoke in a very condescending tone. The second case I was in line at customer service waiting to be rung up, an older white male joins in the line adjacent to me and a white male immediately rings him up, overlooking me with no apologies. I reported to another employee, another non-black male as I asked him for the cooperate phone etc. and he has this look of disgust as he gives me the number. I must mention I spoke in a very graceful tone and I pride myself in being a woman of substance, so although I was furious I withheld from cussing or loud talking because that is not my personality in any situation. I had to state this disclaimer since all across the world, many think all black women are loud and obnoxious, perhaps some but not all, as in any race of people. Anyway, these instances happened within a 2 weeks time span. I hope something can be done about this, although I'm not betting on it! However, I am posting my experience to as many customer complaint sites as possible to share my story in hopes that the right person/people will read this and look into this further and do something about it. Best Buy let's normalize good customer service for all, not just for the white folks.

Recently purchased a computer and printer from the concord store on line as none at the store. Was supposed to arrive on 3/14 or 3/15. I called said 3/15 never told me order was cancelled as sold out. I talked to chat who told me it was cancelled. They still were sending printer even though they cancelled computer. So I cancelled order but it is still advertised on line. I'm really upset as I was looking forward to this computer. Please let the staff know it's unavayas that's what I was told and take it off the sight

Terrible customer service, I'm at the store , no one knows where anything is, registers are backed up and lots of useless employees just standing around talking. If I didn't need the cable today I'd order from Amazon. Bust buys is the worst!

Went to the location in Boynton Beach, FL all those employees and NO Help! More employees than customers in the store. Another Circuit City going bankrupt!

We purchased a phone from Best Buy that was going to be delivered to our home within 2 days. Best Buy used FedEx for the delivery, but the phone was not delivered. FedEx tracking said it was but there was no photo evidence. Best Buy refused to refund the phone and we had to purchase it again. Best Buy customer service acted as if this is our problem and not theirs. We had spent significant money getting 2 phones and an Ipad plus service plan and this is how they treat a good customer! Best Buy needs to stand behind their services and accept responsibility for their delivery vendors.

Their customer service is terrible, and their deliveries are unreliable. They just don't care. I had a 7am to 1pm install window for kitchen appliances today, which I made TWO MONTHS in advance. I received a chat at 10am that they'd arrive between noon and 8pm??

I chatted for 45 mins with an agent who barely spoke English (and who went awol for 7 mins + with no word a few times, always a great experience) and finally he assured me they'd be there and done by 3pm since we had plans.

And then, nothing. No more communication all morning and afternoon. So we leave at 3pm as planned. At 5:15pm I finally get a call that they'd be there in 30 mins. It would take me 45 mins to rush home so I asked them to wait when they arrived for 15 minutes. They refused. Still the notice arrived that they'd be there 40 mins later (5:55pm) so we rushed home and barely made it by 5:55pm, but we DID Make it. I texted the delivery people back to say we were here. Nothing. No response and no one ever showed up (or they did and left).

I still don't have my appliances. Worst customer service experience I've ever had, and that's saying something.

Geek Squad installation uses third parties to install for Total Tech Members. I was not aware of this until today when third party did not show up for delivery and installation confirmed by text, email, and phone call.
Customer support little help. BEWARE. Total Tech not worth the price .Geek Squad leads you to believe they are the installers, but not so.

I placed a same day delivery order, never received item, after stores had closed got an email saying item will arrive Ina few days and I could cancel if I wish, I trie dot cancel online but couldn't called Best Buy and told I couldn't cancel and I would have to return item to store

Very bad service i called 4 time they just keep transfering calls and at the end disconnect call.

Being a totaltech member, I called bestbuy and I on call I ordered Denon receiver on Jan 19th, the delivery guy delivered my package to wrong address and not delivered to me on 23rd jan. I called best buy and they said they will send replacement in 2 days till 26th jan. I waited whole day the package did not arrived, then I called again best buy and their representative suggested to take refund and buy again. I said okay, so he cancelled the order and said he is putting dispatch request and I should get call back or email from their back office team within 48 hours. I didnt get any call or email and did not received the refund. I also coordinated with ontrac team and they shared picture of door where they delivered the package but it was not my door, they delivered it to wrong address. Ontrac guy came for investigation and confirmed it. Still there is no refund till now. I tried going to best buy stores also but manager there said they could not help as it was online order. I tried following up with best buy on calls, email, chats and did not get a resolution. Everytime i contact them a new representative waste my time in first explaining the situation and they say nothing is in they hand they dont know status of old dispatch requests and opens new one. Some ask to wait 48 hrs, saome say 72 hrs, same 3 to 5 days, like this it went on till now and I am still waiting for back office teams mercy to process the refund and give me my money. They not giving me money nor the product and playing games with me. None of their employees are knowledgeable, each one tells a different story just to keep my mouth shut and to let go the call. What are my rights in this case? Both best buy and ontrac are enjoying they day and I am still waiting for my money illegally hold by bestbuy

Bought a new pro form treadmill and took 2 weeks to deliver. It kept tripping the breakers. Called to get technical help. No help and was told I was 2 days out of the 14 day return policy. I was told a lot of people like this policy and sorry but we can't help you. You can go in and try and talk to a manager in store but they are often too busy and will not return calls. So stuck with a treadmill that is unusable and fire hazard.

Customer representative, don't speak fluent English. They are terrible at understanding what really happens because they don't have a Best Buy in their area because they're in a Third World country. I understand that it's cheap labor, but cheap labor isn't skilled and skilled labor isn't cheap.

It would help if the so called customer service reps spoke fluent English. I also was hung up on 3 times and all I had was a simple question, and the chat agents are a waste of time also. You can't contact a store directly (which has many US workers. Besides being put in hold immediately, the robo is useless, and no one knew what they were doing. Can I give a negative rating?

BBY01-806722519802
Extremely Dangerous to buy from Best Buy. It can off shoot and they can charge you without delivering the product and claim that they have delivered. My experience with Best buy has been horrible and they just made me suffer to get a refund after they misplaced my order and kept me hanging by committing that they will refund but at the end did not refund my 900.99 USD. I lost this money for free because of their unethical false claims of delivery of the order. They talk softly with customer but they don't shy away from tricking you and loot you when they mismanage shipments. They tied up with FedEx which is another company who have no value towards customers. I would suggest not to buy on this platform. Once trouble catches you they will dump you and they wont care about the customers. Please have some shame on the cheap tricks that you play with your customers !!

So, after eight months, my brand new Dell Inspiron is literally falling apart. I had purchased a BB Totaltech warranty.

Greek Squad posts claim:

"[The warranty] covers every electronic device you purchase fur 2 years. So long as you keep the device active (post fur the service once each year) Its a warranty for all of your devices. Worth every penny if you buy from Best Buy regularly. Plus you get free set up and installation. And free delivery. Tech support."

Elsewhere BB claims "You'll never pay for parts and labor. We take care of 100% of the costs of parts and labor for covered repairs, with no hidden fees. "

Just be forewarned, like most big box POS companies, BB fibs a bit.

From BB's "Terms and Conditions":

Service Fees and Claims Limits; Plans Established with Primary Member. While your Membership will pay for any Protection Plan coverage that you are entitled to when making qualified product purchases, you will be responsible for paying any applicable service fees when you make a claim

And

Plan Terms and Conditions. The complete, current terms and conditions for Best Buy Protection and AppleCare+ can be found at BestBuy.com/PlanTerms by navigating to the "Protection" section of this site and searching for the relevant Protection Plan by its title. All such terms and conditions may be revised, at any time, including the price and applicable service fees.

And

For clarity, when you make a product purchase that is eligible for the Product Protection Benefit in the form of a Best Buy Protection Plan or an AppleCare+ plan, the then-current version of the terms and conditions for Best Buy Protection or AppleCare+, as applicable, will apply and govern the Protection Plan coverage for such eligible product, including any updated coverage, pricing and service fees. P

And

Service Fees and Claims Limits; Plans Established with Primary Member. While your Membership will pay for any Protection Plan coverage that you are entitled to when making qualified product purchases, you will be responsible for paying any applicable service fees when you make a claim.

And, my favorite

All such terms and conditions may be revised, Version: February 2023 18 at any time, including the price and applicable service fees. F

So, to be fair, caveat emptor. The T&C mentions "service fees" ten times in the contract and that these fees can be changed any time without warning. None of the sales people at BB mentioned this when I bought my lousy Dell, of course, but it is up to me as the consumer to be informed about my purchases. Still, BB you friggin' spider, you lost a customer here. Your contract mentions nothing about $99 as a "service fee," and now with the cost of the warranty + the "service fee" I am paying pretty much what I would have paid at the local computer repair shop (which also sucks). I have been a customer for years and I have never had a good experience with BB. It is worse than the government and about as bad as the airlines.

BEST BUY, YOU ROYALLY SUCK.

I had to exchange an I pencil, but when I went to the store, they were put of stock. Customer service started out helpful and ordered one to be delivered to my house. Unfortunately, it never arrived. When I called, I was told Customer Service couldn't help, I had to go into the store. I asked for a manager & they said managers were all busy and would call me back. Almost 4 hours and no phone call later, I went to the store. At the store, they said they could return my money, but unfortunately, manager was busy with something "important", guess as the Customer I wasn't important?? He would take care of it tomorrow morning. Oh. And also unfortunately to actually get my refund I have to come back to the store for a 4th time so they can process it because they don't take phone calls. All calls go to a horrible call center that is only there to tell you to go into the store.
So I have to make 4 trips to the store to get a refund!!
How bad is their customer service that they can't even take phone calls any more?!
I should have known better than to shop at Best Buy. I went against my better judgement & gave it a try and it has been a disaster.
Now I remember why I don't shop at Best Buy!

I will never buy at best buy again...my son who is only 20, works hard...bought a smart watch the end of December at best buy...4-5 weeks later...it WILL NOT WORK. he took it back and was told too bad, no warranty...it should not have stopped working that quick...I will no longer buy from Best Buy and will encourage others to stay away also...young people work hard and should not be treated that way....maybe Best Buy in Roanoke, VA should be more understanding...items should last longer than a few weeks.
Donna Laury