Best Buy
reviews and complaints

The battery health on my iPhone 8 is below 70%, Apple support gives you a list of service centers that will sell and replace the battery for $49.00 the closest place was Best Buy which is 20 miles away. The support team gave me a list of times in which to have the battery replaced, I chose a time for the following day, showed up on time and was told that they didn’t have the necessary battery and would have to order it, I asked why I wasn’t told that by Apple support and the Geek said that Apple doesn’t know what their inventory is. I could understand that so I returned home to see if any other Best Buy stores in the area had the battery and I would drive the extra miles to have it replaced, called the number listed for the next closest store and found out that all calls no matter which store you call go to a central location. I explained the situation and she set me up for the next closest store for the following day, I asked if they had the battery and after checking the store inventory she said no but she could order it and it would be in the next week, I said fine and as long as she had to order it I would prefer it be sent to the closer store she said ok and I told her I needed installed also, she said she could handle it and made the appointment for the same day the battery was due to be delivered.

Received notice from the store the following week that the battery was in and ready for pickup. I drove the 20 miles to the store picked up the battery from customer service then walked 20 feet to the Geek squad for my appointment, she asked for my name and reason for being there and I told her that I needed the iPhone battery that I just was sold by Best Buy and picked up 20 foot away installed, she immediately said that Best Buy does not install batteries in iPhones and they send them to Apple for the replacement and on top of that she said that Apple would not install the battery that they had just sold me. Walked out very disappointed drove the 20 miles back home and called the closest Apple store (40 miles away) after going back and forth with them and talking directly to the store they said that they couldn’t tell me whether or not they had the battery, she also said that she was surprised that Best Buy wouldn’t do it that she never heard of that and was quite surprised.

Bottom line is that a customer cannot speak directly to the store and the people in the customer service department don’t have a clue what is going on at the stores. Still not sure if they replace batteries or not and perhaps it is just the store I went to didn’t feel like doing it.

I have spent thousands of dollars (not exaggerating) over the years and have seen the deterioration in their service. I will probably start using Amazon for my purchases from now on

Worst customer service experience of my life. On July 25,2022, I was sold a bad laptop. Horrible customer service in which my words were changed and when a manager, Skyler, took over she accused me of taking the laptop into the bathroom. Which NEVER happened. She never even asked me what happened. She relied on the words of the customer service employee. We looked over at him, he said, "I have no reason to lie." I said, "you changed my words, I said my man went to take a shower, not I took the laptop into the shower!" Unreal. Then the general manager, Adam, came over. I advised him that he needs to communicate to his employees that they need to listen to the customers because my words were totally changed and misinterpreted. He told me there was nothing they could do for me and to contact the manufacturer. I asked if they had a contact for me and he told me to "GOOGLE IT, HP, they're online." Then I asked what about the $200 warranty we paid for? He then proceeded to actually look at my receipt & say how he must've overlooked it and how his eyes aren't what they used to be. He said they would have to ship the laptop to the service center and he would escalate the repair. When The Geek Squad service guy took my information I asked him how long this would take and that it is supposed to be escalated, he told me it would probably be 2 weeks. It has now been a month and according to the update to the account, today they finally received the part. I have made numerous phone calls and have had mixed messages. One customer service rep said they had to order a new motherboard. I've been told different dates on when the part was ordered and when it was received. I've been told 2 parts were ordered. I've been told parts were ordered but it doesn't say what parts they are. I've been told I could go into the store & get a new laptop & this never should have been handled this way. He was making an appointment for me to go into the Clearwater store instead of the St Petersburg store and then the call got disconnected. When I called back they said "we don't do that." It has been very frustrating. I've been apologized to for the poor customer service, yet no one is actually doing anything to help us. The guy I just got off the phone with said he was sending all of the information regarding the case to his manager and he was sorry there was nothing he could do further. Unreal! Here's the order #: 00565-[protected]. Here are two escalation #'s: [protected] & [protected]. I'm disgusted with this Best Buy experience, it is totally unacceptable. Hoping someone will actually read this and do something about it A MONTH LATER. Thank you.

Insignia™ - 24" Class F20 Series LED Full HD Smart Fire TV Model: NS-24F202NA22 SKU: 6446230

The order was placed “as a guest” and she didn’t receive any e-mail with Order no. and Track no.

We didn’t expect to return it, therefore, we didn’t keep track of Delivery Date.

Emma Nelson (my granddaughter) bought the TV to be used as Monitor (the way it was design, too), but it didn’t perform properly.

From time to time during usage on the screen was “NO SIGNAL DETECTED” or the screen image oscillates up and down / flickers, therefore, needs to be turned OFF, and then ON. As a TV is working very well.

See attachment

After years of purchasing my electronics from Best Buy, I am never going to buy from them again. Best Buy uses a 3rd party delivery company and will not help you when your item is not delivered. Purchased a Samsung fridge which ended up being defective. Called Best Buy for a replacement within 48 hours of receiving the item. Was told they would deliver the new fridge today, Aug. 23, 2022, between 12 pm and 6 pm. Had to take a half-day off of work, only to have the 3rd party delivery company unilaterally cancel the delivery. Unbelievable! They claim they didn’t have a ramp to unload the fridge. What nonsense! How did they put the fridge in the truck in the first place? How did they make their other deliveries? I lost a half-day of pay and no one at Best Buy cares. They charged my credit card for the fridge ($1800), gave me a defective model, my food has spoiled, and I loss money from not being at work, yet they will not let me talk to a supervisor or manager. I have no idea when I will receive a working fridge which is unacceptable. I would not trust them to deliver anything to you.

I used the best buy web support today, 8/17/2022, at 11:00 a.m. The support representative, Aniket, did not help at all except to tell me that I would have to wait online for 4 hours before I could get assistance. I purchased the Total Tech plan in 12/2021 when I purchased my laptop. I cannot load Windows on my computer...haven't been able to since I purchased it...the website states help is available 24/7 and that customers receive the total attention of the person. This did not happen and I am very unhappy with the lack of responsiveness.

J.M. REA 08, 17, 2022

[protected]-62XX

1792 Park Rd

Ridgeway, SC 29130

This is just to give you a heads up on your store 10136 Two Notch rd, Columbia, SC. On Monday Aug 15, 2022 I perched a 70 in TV (LG CLASS UQ75) for $ 647,99 . A employee of that store loaded it into the back of my P/U truck. When I opened it I found that it was damaged. I returned it to the store within 24 hours; the store personnel removed the TV from my truck and brought it in the store.

I was told by customer service there would be no return, no refund and no exchange. The girl in customer service explained that her manager instructed her to relay that back to me. I was told that the TV was loaded improperly into my P/U truck and that’s where the damage occurred. I asked to speak to that manager and was told that he was busy and didn’t have the time. Now it was the store employee who loaded this TV into my truck.

This store has the damaged TV, and has my money. Now being over 70 years old and handicapped. I can only believe someone has taken advantage of me because of my age and disabilities. I have tried (unsuccessfully) to reach someone in the Min office and the Columbia store. A response would be greatly appreciated as I am still out $ 647.99 and no one will talk to me.

John M. Rea

CC: L. B. REA

File

Best Buy (Min Office)

Best Buy (10136 Two Notch Rd Columbia, SC)

I bought a Samsung Electric Double Oven Range. It cooks like a normal range and also does convection and air frying. It did not come with a manual although I was told that it did. I have an eye problem and cannot read any manual online or on my phone. I have spent hours with the customer service telephone line and have emailed copies of two chat sessions that I will gladly share! I was initially told that if I couldn't read the manual online, I needed to return the oven and buy one that comes with a paper manual! I have a disability and did not need to hear that one! Next, on chat I was told that arrangements had been made for me to pick up the copy from the store the next day (about 15 miles one way) and that the store would call me when the manual was there and ready to be picked up. They did not call so I contacted Chat again the next day. I worked with two different individuals, one being the supervisor. Neither recognized the fact that I do not have the ability to print out the manual nor did I have the physical ability to read it online either on a phone or computer. Here I have a $1,700+ double oven that I don't know how to use other than to do basic cooking. I am furious plus I feel discriminated against. I wish I could print it out or read it online! It is model number NE63A6751SS/AA 5.9 CF Samsung Electric Freestanding Double Oven Range.

Maybe not Best Buy's fault but they did send email at 2:18 pm Tuesday August 9, 2022 that delivery promised on that day was delayed and scheduled for Wed August 10 - Sat August 13, after spending the whole day waiting for delivery wasn't expecting such service trying to buy without using Amazon but at least would have received delivery when scheduled so disappointed with the attitude of Best Buy never again

Hello, I have spent over 10 hours calling the support line of Best Buy. I have been hung up on, disconnected, transferred and disconnected and waited to speak with someone for over 1 hour and 30 minutes. I have been trying to communicate with your service department. Many I can not understand the English is poor to say the least and the ability to understand the situations has not been understood by over 10 customer Service representatives. I received from Best Buy a Best Buy gift card in the amount of 300.00. When trying to use the card the scratcher on the back with the PIN number wiped off with the seal. I have been trying to get someone to either email me a new "e-card" or overnight a new card or send me a PIN number via my email on my account. I have the letter that the gift card came in. I was advised to save the letter should something happen to the card or I needed to contact a representative. There has been no resolution and no help what so ever. The lack of effort from your representatives has been beyond poor. The hours that I have spent on this is exasperating. Not to mention it has interfered with my work as the time to connect and actually speak with someone for the past week has been beyond excessive.

as per bestbuy website the samsung s21 5g is for sale for 759.99 and the website allows purchase by pick up at your nearby store. The website showed that my nearby store has one in stock. So I went there to pick it up with the premise to pay at the store. When I got there the sales guy said he will sell me only with plan. Well, neither the website or any commercials showed that

the phone cannot be bought unlocked.

So I drove all the way just to hear with a smile, yes, we have one but we are not selling.

How sick is this, it is the lowest level of any kind of service that one can provide.

No customer service manger has the education to return my call, just uneducated garbage - repugnant.

Best buy Tulsa 71st St. I drove all the way from Muskogee Ok to purchase a tablet it wasn't too busy. I asked store greeter( after looking for 10 mins for item) he was polite and called for assistance. I'm not kidding 20 mins later still no one to help me and as I approached said greeter he turned away as he had something to do this has not been 1st time this happened I will never ever go to any best buy as this is a constant problem. I waited 30 mins. I'm A grandmother but when someone younger wearing tiny shorts ad hardly a top shows up there knocking themselves down to assist her don't say that's not possible that IS the reason I left 30 mins that young thing barely waited 5 mins. Thank you for continuing to be a terribly rude store and prejudiced store. Best buy IS probably the MOST prejudiced store ever. Congratulations best buy #1 at something and its not customer service.

Hello,

My name is Fatemeh Najafi and I bought an iPhone 13 pro from Best Buy on March 2022 with an extended warranty (18CAD per month). Unfortunately, the mobile phone had problems and I sent it to Geek Squad Best buy with the original box. In my phone conversation at the late May with Best buy customer service, it was agreed to replace or repair the iPhone. I sent the iPhone with its original box to the Best buy (470 Saint Catherine street-Montreal) and after passing nearly 2 weeks, I received the repaired iPhone without the box. It was shocking because of the requirement of the box for either registration in my country or selling it to someone else. How can I prove that the mobile phone authentically belongs to me?

I called the Best buy customer service for getting some explanation about the missed original box and the repaired iPhone. After waiting a long time, I found a contradiction in the the operator explanation: she told me the phone I have received is a brand new one not repaired while on the packing it was written repaired. Also, they lost the box and they do not know where it is. It completely force me to question the quality of the service and repair from the Best buy. Since I saw I could not follow up my problem by phone I decided to go to the best buy and talk in person with someone. After going three times, eventually they told me they can pay 50CAD for the original box as a compensation for their mistake and I did not accept their offer. No one answered me clearly and I asked them for talking with a senior supervisor, the employee told me with a little rudely manner: there is no higher rank senior than her. I should say, I spent a lot of times from my office hours for standing behind the line, phone conversations and being present at the Best buy. I am disappointed wholeheartedly from both services and employees’ behaviors of the Best buy and I want to complain to get my true right.

The below information can be used for finding my case.

Your plan: Geek Squad Protection Plan

Contract Number: [protected]

Four-Part Key: [protected]

Incident Number Assigned: [protected]

Phone number: [protected]

I look forward to hearing from you.

Best regards

Proform equip. purchased 10-21-21 with 1yr parts and labor warranty. On June 5, 2022, I contacted the manuf. of a broken part. They agreed to do the repair under my parts and labor warranty. They sent me all the parts necessary for the repair by June 17th. They told me to expect to contacted by a contractor to schedule the installation within 3-5 business days (from June 17th). Many inquiries by phone and email all reiterated I would be contacted to schedule the installation but nothing has happened. The manuf. has abandoned my warranty parts installation, after their last email to me dated July 5th, 2022.

I purchased the Best Buy extended warranty but Geek Squad says they cannot assist until the manuf. warranty expires. Geek Squad says they cannot assist in getting the manuf. to honor the manuf warranty.

Best Buy continues to sell the Proform equipment even the company doesn't honor their 1yr parts and labor warranty. Best Buy refuses to assist customers who have problems with the manuf.

I ordered a stove/oven from Best Buy online. It was shown as in stock and gave me a delivery date. The same stove was available elsewhere, but the delivery date would have been days later. Since my oven stopped working I wanted it asap. I ordered it and my delivery date & time was CONFIRMED by Best Buy that day. No one reached out to inform me the item was not in stock, and weas, in fact, back ordered. 2 days before delivery I received a text to go online to schedule my delivery date...what? I already did that! I called them and told them I had already done this and the date and time was confirmed by Best Buy. The man informs me that the item is not even in the warehouse yet. I asked why no one contacted me to inform of this much earlier, but he had no answer. He also wouldn't put me through to a supervisor even though I asked multiple times to speak to one. After being put on hold and still no supervisor or real answer about why I wasn't contacted about the back order, I cancelled the order. I can literally pick up this exact stove at Lowes today! This is the most unprofessional company I have EVER Dealt with, customers are not their priority, and because of this it is unlikely they will remain in business very long. I will not do business with them again and will tell anyone who asks me about my negative experience.

I ordered a ProForm Treadmill from Best Buy on 01/24/2022. GeekSquad came out to my house on 01/28/2022 and delivered a rowing machine. Rowing machine was sent back with the GeekSquad due to the error. GeekSquad picked up the rowing machine 01/31/2022. The initial treadmilll order was cancelled by me on 01/24/2022. Best Buy has never refunded my money that was paid out on the treadmill. I have called 50+ times and am continually told this will get taken care of. It is now over 6 months later and I still haven't received my refund. I have never had a treadmill in my home, only the rowing machine that was picked back up and was never taken out of the box.

My complaint is related to an iphone order. The end of June, I went into the Racine WI location to order iphone order #[protected]. I wanted the product shipped to the store, but the guy put it in to be shipped to my house instead. He told me the order couldn't be updated because of the item that was being shipped. So I agreed to have it shipped to my house. With my Best Buy account, the wrong address was listed in there and the guy did not verify the address before placing the order. I found out the incorrect address was listed when I got a shipping email from FedEx. The shipping address of 4920 Lindermann Ave Racine WI does not exist as it is supposed to be 4020. Needless to say, this never got delivered correctly. I contacted Best Buy about this and they told me they couldn't fix and I have to call FedEx. I called FedEx and they said they couldn't ship because there was a signature restriction on the order. I then called the support line multiple times and finally got someone that put in an order for a replacement. 2.5 weeks went by and the replacement never got shipped. I called again and requested the entire order to be cancelled. Another week went by and they only cancelled my replacement order, not the original, so I have no refund for the deposit and the monthly payments on mobile bill. Next, I went to the Racine location in person on 7/26 to try and get this cleared up. I was told they have to try and retrieve the package from FedEx first, but if that didn't work they could order a replacement. They took my name/number and said they would call back. It has now been a week and I still don't have the ordered cancelled OR a new phone. I've very disappointed in this entire process that no one seems to care that I'm paying for this product that I currently do not have.

It is garbage...I have had it repaired once in the first three months and now having them come out again...It is definitely not worth the extra money...in terms of Best Buy support; that's a joke to...all they did was refer me to the manufacture...when I asked them to bring up my previous repair, they somehow couldn't find it...funny, I have the replacement part and LG has a record of my call...

your 3rd party refused to deliver and replace the existing fridge stating the doors had to come off they do not the fridge was brought in with the doors on it,

I spoke with 7 different "Total Tech" experts with absolutely no remedy except to tell me my fridge could be delivered Aug 2 the earliest and I would have to pay to have the doors removed then Denise came back and said I would have to remove the doors.

I cancelled this $3600.00 order to get back $3200.00.

I will not under any circumstance make a large purchase with Best Buy again.

I just purchased this house so there is a lot I am replacing and Best Buy just shot themselves in the foot.

The only 2 who were clear on their names were Dakota and Denise.

"Total Tech" is most definitely a misnomer!~!

I purchased a Samsung chromebook at best Buy, new not refurbished, and about three years later I started receiving notices from the computer that it would stop receiving updates, and I consider it theft to sell me a product which stops operating optimally - and may lose critical functionality - after a certain time and not telling me this at the time of purchase..

So there are three companies involved: Google which makes chrome, Samsung, and Best Buy, but Best Buy is the one who sold it to me.

I went to Best Buy and spoke to a store manager and told him that Best Buy should notify a csutomer if a product will only work fully for a limited amount of time. I asked him to imagine a refrigerator or a car which would stop optimal operation and could fail in unknown ways, after three years!

He said this was standard, all stores sold chromebooks knowing they would last fully only a certain time, I told him but I am here in Best Buy and bought it here, i am a long time customer, I expect the salesperson to let me know. He said they couldn't check the update-expiraiton dates of all their chormbooks, so I said of course they could and I showed him how easily one can find them (now I am educated about this, not when I purchased it) and I'm sure their tech people know how, and he pointed to the shelves and said there are too many models to be able to do this, so I said that Best Buy should not sell them if they can't tell customers that they will 'expire'.

I asked if their tech geeks could extend the update time he said they couldn't. I said I could give the store back the one I have which is in excellent condition, and they could give me one which would last more years, he said they can't do that, the could only give me some buy-back for the one I have, obviouly at much less than the cost.

So he said I should write out (by hand) a letter which he would show 'to corporate'. I wrote it right there. However I did not receive any response at all.

So two weeks later I went in again and spoke to another manager, who was rude and completely uncaring of my complaint.

...

Desired Outcome: Originally I'd have said refund,extend update period,or provide model w/ 3 more years, but due to the time & aggravation, I say compensate me with a better model (and I can't give them the 'expired' one now since I'm not anymore near a best buy)

We bought a tv a couple years ago and bought the protection plan. The screen got accidentally damaged about a year after we got it, and we took it in. The person who helped us said we could get it fixed, but he also said we could exchange it with another tv. So we did, and we had to just pay the difference betweenthe price of our old tv and the new one. We bought another protection plan for the new one. The screen on our new tv got accidentally damaged again. We went in and talked to a different employee and he said that they don't have an accidental protection plan for the tv's. I told him that last time we were able to get a new one and just pay the difference, all he had to say was that the employee just gave us an exception. I should of asked this guy why couldn't they give us another exception, but we were to angry. We all feel like we just got screwed over! We cannot afford a new tv right now, and probably for for awhile. This needs this problem to be handled. We want to be able to get a new tv just like the first time our tv screen got accidentally damaged. My email is [protected]@yahoo.com Please get back to me asap. Thank you.