Best Buy
Reviews and Complaints

I made an appt and went into see the Geek Squad on April 25, 2019. My iPad Pro, which I received as a gift for Christmas, has been turning black out of nowhere for the past few months. It generally turned back on after a few hours. This week I was working on a project, and all the sudden it went black. Three days later I still cannot get it on.

Upon reading the Apple Website, this problems seem to affect many of the iPad pros. They explain how to force restart it, but that hasn't worked so I decided to bring it in.

Your Employee Eli, at the Patchogue Best Buy, made this experience horrific. He tried to force restart it, and couldn't. Then he told me I dropped my IPad and broke it. I told him I never have dropped it, I always keep it in a case. He then got belligerent and condescending, and showed me a tiny nick in the metal, , 1/8" long if that. If it was dropped, it would have resulted in a much larger dent, or the glass screen would have broke. I know this because I did drop my last IPad! If I had done so again, yes, I would have admitted it. This tiny nick looks like it rubbed up against something. Regardless, it in no way affects the problem I am incurring with my IPad. The black screen is again an IPad Pro problem.

Needless to say, Eli was extremely nasty. He went in the back, and pretended to call Apple to see if they would cover it. Came out 5 minutes later and said they wouldn't.

I own a Retail Store, and would be mortified if one of my Employees treated a Customer how I was treated. He put me on the defensive from the moment he walked over to the Counter. I come in with a 4 month old expensive iPad that i cant use because of an Apple issue, and walk out saying I WILL NEVER AGAIN buy anything at a Best Buy.

The Geek Squad may be trained technically, but Eli must have missed the class in Customer Service!

Mindy Skura
[protected]@aol.com

Hello my name is evelyn. I had the worst experience electonic service with the store that is in baldwin new yorl. I purchased a computers that iam making paymnet every month cost me over 1000 with insurance. One day my compuerts window got broken. I went to the store to fixed with insurance. They spoke to me will take 2 week a assistent manager name anthony. After 3 week I went back to store because I did know went they will give me back my computers fixed. They gave me a lots of stories. And I asked for a manager. They spoke to me the maneger was not in this moment in the store and that I was suppost to purchase a new computers until the computers was fixed. Its today day 25 d and I did not have my computers fixed after I paid the insurance. I went back today and again they gave a lots of history. I ask again for a manager and the person in the counter spoke to the manager ithe sale rep came back to speak to mr and said
This information you have to wait for your computers. But never came to to speak to me. We are the customers that produce the pay for their jobs because the customers spent the money in the stores. I sale in the internetn and its terrible I do not have my computers for my bussiness. I need a person please that can help me. I dont think I will recomended thsi corporpporate best buy to not one person. I did know who I can resolve this situation, this is my e mail [protected]@yahoo.com my tel [protected].

I have had thee most absolute worst experience with best buy over the course of 2 days. This was my first time purchasing anything online with best buy and I will never do it again. I need to contact my attorney for legal advice at this point. They never delivered my $900 worth of e-gift cards until 13hrs after purchase. They state on their website and the call-line for e-gift cards that it will be delivered in one hour/immediately. When I called with order #'s; no one could find $900 dollars in gift cards. No explanation. "sorry ma'am we don't know" I spent 5 hours on the phone trying to get my issue resolved just to be hung up on w/ no effort in contacting me back. I called back and waited on hold for another 45 mins just to be hung up on again. I am so frustrated. The item I tried to purchase initially was gone after 13hrs total of missing gift cards. And 6hrs of customer support with no conclusion. They state it will be delivered via email in one hour! False. I spoke to 9people in total — 4 of which were managers, the online chat feature, sales, and customer service. I was never helped and with out the item I tried to buy — macbook pro

I am availing the geek squad insurance. I purchased samsung galaxy s9+64 gb-sunrise gold from best buy franchise on installments on november 11, 2018. But unfortunately I lost it somewhere. I am still paying its installments via best buy cradit card. When I purchased the mobile I asked the employee for full coverage insurance but he misleaded me and registered wrong insurance 8.99 (repairing and damaging). Today when I went to best buy franchise for the complaint they checked the system and refused for any obligement. The staff misbehaved and asked to leave the store. Kindly accept my complaint facilitate me with new cell phone. Hope for your cooperation as soon as possible.

I purchased an apple watch from bestbuy on Jan 1st, they sent me an email on Jan 4th that the item was delivered at the front desk of the hotel I am living in, I checked but did not found it, it said it was signed by: Ellen while the hotel has no employee called Ellen!. Moreover; I received like 17 items from amazon to the same front desk without a single problem. Anyways, I called the customer service at bestbuy, they answered that they will send another watch and make it a signed delivery, 3 days later (Jan 7th), I received an email telling me that the delivery was cancelled as they can not reach me! and that they will refund me the watch money with the same Info. noted in my account on bestbuy. 2 days later, the note disappeared from my account, I called the customer service over 7 times since then, each time they answer that some error happened and that they submitted a request for the refund processing but it is not yet approved/ we will submit another follow-up/ please give us 24-48 hours, this happened like 3 time now and it is not yet solved, my bill due date is Feb 6th and I am afraid the refund will not appear in my account before this date, it has been more than 2 weeks now and I am really frustrated!

Regarding hassle free exchange and the management staff at the Clarksville, IN  location (Dan and Justin) are bold face liars. Dan had been forced to resign previously perhaps even for similar bullying females and abuse but has managed to be rehired and is picking up where he left off. Be careful sending a woman or girl to this location. This Dan guy is a real problem. If I were not paralyzed I would definitely seek him out and demand he explain why he bullied and then threatened my wife. Hassle free holiday return? Please!
After purchasing a Lenovo computer for my son under the "Stress Free" return policy, guaranteed until Jan 12, my wife was ejected from the store for not allowing Dan the lying bully a chance to infect our computer and try to steal $149.99 from whom he thought was a dumb woman. Obviously he had never met my wife. Corporate Aquisition Expert, Uof L Honor Grad and very savvy concerning computers and software selling them both for years. I had called in earlier to ensure today was the last day and that the return was hassle free so she would not have any troubles. We had ordered it online and instructed to pick it up at the Clarksville, IN location. Justin (who first told me he was the manager on duty but lied, he is on The Geek Squad) asked what the problem was and when I told him he told me he could fix it but only if I paid him $149.99. I told him I had till today to return it hassle free. He said he would tell them not to exchange or return it until he could run his diagnostic and if it were software damage or a virus (no indication of either) we could not return it. Best Buy policy states they need to visually inspect for physical damage (none) and turn the device on to ensure it boots up. (Also fine) Even if it were laced with the worst virus out there, the policy is the returned computers are wiped clean leaving nothing before sending them back. The actual Manager, Dan (whom I was told by Justin was on vacation earlier) said they had to do a full diagnostic telling my wife he wasn't sure how long that would take. Even though the laptop looked brand new and the preinstalled McAfee anti virus was still operating he needed to see if we had a virus or if the software was damaged. Since the policy is to wipe the entire hard drive this lie was immediately called out as BS by my wife. He also said the laptop did not come with anti-virus software but obviously it does because she had all the reports it had generated for the past 2 weeks saying there was no virus or malware. My wife called him on this lie and angrily told him he would not disappear with the laptop where hours later he could load it up with whatever he wanted and say it was our fault. He did say if there was damage of course The Geek Squad could fix it... for $149.99. My wife was outraged as anyone would be at this obvious B.S. and again told him what she thought of him. At this point he was embarrassed and then told my wife to leave the store. I think this Dan gets off on bullying women and getting them to follow his orders. My wife felt bullied even before she was threatened. Probably had decided to take personal vengence on me from the onset because I told them they were thieves for trying to extort another $149.99 from a crippled man. So, how do I know they were full of B.S.? Upon leaving that location, my wife took it to another Best Buy location where the staff was better trained and not so vitriolic. She was in and out in ten minutes with a new computer. They inspected it just as Best Buy requires. No full diagnostic, just a quick check for damage and a look at the anti virus software, no hassles whatsoever. Best Buy has great deals but stay far away from The Clarksville, Indiana location. There may be good people there somewhere but management of the the sales floor and Geek Squad are thieves and liars even going so far as to lie when my wife asked his name, he told her it was, Don. Such a sleaze ball, he and Geek Squad Justin. I do not believe I can rest until these two apologize to my wife and I and are also reprimanded thoroughly

I bought 2 televisions, a mount and haul away of the old TV on 1/1/19. Arranged for delivery on 1/7/19 between 7am and 1pm. When no one showed up for the delivery I called the store to find out the issue. I asked to speak with the store manager but they refused. I spoke with an associate who could give me no information. I then asked again to speak with a manager and was given to Tonia. After words with her she hung up in my face. I then tried once again to get the store manager but could not. So then I tried the 888 number and spoke to a Victor, he was a very nice employee. He relayed that delivery should have come and delivered a mount and taken away the old TV. He advised me that they did not have the TV in stock so there was no way they could deliver it. He said they had rescheduled the delivery til 1/10/19 between 7am and 1pm. He tried to transfer me the store but I got hung up on again. I tried calling back again and was hung up on again. So I tried one more time and this time I got Eileen in Mobile support. She worked with me and again told me that I needed to go into the store to get this straightened out. This was all after being on the phone for over 3 hours.
Well, on 1/8/19 I went into the store. I asked for the store manager but they called a manager named Chelsea. I explained everything to her and so she sat down to check what was going on. She said that they were going to make the delivery on 1/10/19 between 7am and 1pm. I let her know that I did not have much faith in what she said. She double checked and assured me that they would make the delivery.
I asked again for the store manager and again was told I had to deal with her. About this time the manager, Tonia, decided she would join the conversation (remember this is the person who hung up on me the day before). The encounter went down hill from there. It got to the point that I asked the manager Chelsea to refund my money. Tonia then told Chelsea not to do anything for me. Now this is when I said something rude to Tonia and said let Chelsea give me my refund. I then said I was not leaving without my refund. They said they were calling the police and said fine because I was already calling them.
The police came and talked to both parties. They told them they needed to give me my refund and that I would then be happy to leave the store. I left the store with the officers
Andrea and Gonzales. Office Andrea made the suggestion that I post what had happened on Social Media and that I write a letter to BestBuy Corporate. This is fulfilling the first part of that of what he suggested.
They must figure it is okay to take my money then to treat people anyway that they want to when they don't live up to what they are supposed to do.
The store manager is Ryan Smith and the District Manager is Danielle Snook. When I tried to get these names they made me talk to 4 people and then wanted to know why I wanted them.
For shame BestBuy, for shame. I have bought multiple computers and televisions over the years but you have lost a loyal customer.

Worst service ever. I purchased two oculus go and the promotion was a free case. When I went to pick up there was only one case. The service person and the manager both lied and said I had to add the cases separately to my cart, which again is a lie. When I explained that I did not place the one case into my the both basically kept lying and were basically calling me a liar. When I called Best buy they said that there was a limit to one case per order. Did it say that anywhere, nope. And I still can't believe how BAD the customer service was at the Santa Rosa CA store, worst I have EVER experienced ANYWHERE. I am an eliteplus member and am getting to the point that I will NEVER shop at best buy again. I can order from Amazon with a lot less hassle. Say good to another customer.

We love the products we've bought at Best Buy, but we recently went to the Nicholasville Road store in Lexington, KY, to try out some headphones. We were disappointed to learn that we couldn't try any of the headphones on. The salesperson told us that it was due to a sanitation concern. She said we'd have to buy a pair, try them at home, then return them if we didn't like them. That's unacceptable. We purchased a pair of speakers at Best Buy today, and will continue to buy items in the future, but we won't buy any headphones from Best Buy if we can't try them on at the store.

To Whom It May Concern, 1/1/19

I'm writing to you regarding my experience at the Best Buy in Rochester, N.Y. at the Greece location. On 12/29/18 approximately 6:30pm I entered the Greece store. Upon entering the store, I passed by 5 or more of your employees including the asst. store manager. My partner and I went right back to the Samsun TVs. I was ready to purchase a 65-in. class OLED A8 F Series Smart 4K UHD TV with HDR with a sound system. When I went to look for an employee, I ran into the assistant manager and another employee. I asked if they can help me with the TVs. The assistance manager was inappropriate his comment made me feel embarrass and I was mortified by his response I requested to speak to the store manager and he announce he was the asst. manager on duty. When I turned around I caught him and his employee laughing at me. I was shocked because I didn't expect to be treated like that you're your management. His remarked with no apology, "I was just joking around." I requested another employee to work with so the other employee went off to located one. The asst. manager walked around looking at TV's with me and my partner. I was not able to purchase a TV based on how I was treated. I had loss interest and left the store very disappointed. I can be reached at [protected].
Sincerely,

Darlene Esposito
58 West Garden Drive
Rochester, N.Y. 14606
[protected]

Please provide email and I shall forward all of my complaint. My phone is [protected] and email is [protected]@aol.com. First let me say this is my second complaint. Someone called at dinner time and I told her I was fixing dinner. She said she would call back. Never heard from her. I took my laptop in for repairs (11/4/2028) at a Best Buy located on 1960 in Houston, Texas, your Willowbrook store. I was talked into a Service contract. Contract number I believe is 00214-[protected], the confirmation # was VG984ZTT. When I went to pick up my computer (11/8/2018) I explained to the technician the laptop appeared to be running slow. He looked at me and said nothing. no attempts of any kind were made to take care of the fact my laptop was running slowly and no explanation. I was leaving the country in a few days and had some banking on my laptop that had to be done so I did not complain at the time. I came home and called ATT to get back on line. We did everything to get online and were not able to go online. I called the store back and ended up paying for someone to come to my house. Within minutes the laptop was connected to the internet and was running at normal speed. He reset the network adaptor and connected immediately to my internet provider. All this could have been done in the store and I would not have had a house service call to pay for. The service call technician that came to my home was outstanding. I lost my Microsoft Office 365, which I am still paying for. Per the technician who came to the house, the store should have either put Microsoft back in or at least helped me. I was told by the store that was my problem. Considering my experience with your store I believe the contract should be voided and the money paid should be refunded along with the monies I paid for the Technician who came to the house. The very least you could do is prorate the service contract.

I had ordered a Marantz receiver through the Best Buy website to avoid the craziness of the Christmas rush. When I received it, the box was crushed, ripped, and mangled. It had been taped with what appeared to me to be a whole roll of tape. Just how could any company in good conscience send out a package which looked as though it had been sent through a shredder?! I could only imagine what the receiver inside of this mangled up mess looked like. Or how it would even function after what it must have been through. I contacted BestBuy and was told that I could return it for a replacement. Well I live in a remote town in Michigan, and the Best Buy which had this particular receiver, was a good 35 miles away. So one would think that Best Buy would compensate me for my time and gas to get there? Hell no. I've been a Best Buy elite member for years. I think it's time to look elsewhere for my electronic needs.

I am so angry with Best Buy while back took out their Cd music section in their stores! This is so irritating plus they hardly haven't had any customers! I demand they should start closing the stores down because they haven't had any business and taking the cd music section out of their stores is STUPID! THANKS ALOT Best Buy AND HOPE YOU MAKE IT WITH CD MUSIC SECTION IN YOUR STORE gone, WHOEVER SEE THIS COMPLAINT SHOULD TELL Best Buy CLOSE THEIR STORES RIGHT NOW! CONFIRMATIVE! Digital music is not the way to buy!

Happy Holidays!

I am writing to you today in regards to the recent experience my son and I had at the Best Buy, Rockville, MD location store while having installation of the rear and side view cameras done along with the remote start.

First of all, after having the cameras and remote start installation done last Friday in November this year (my car was at the shop for seven hours), I had to come back to the store the very next day as my son and I realized the next morning that the front passenger seat door cannot be open from inside. We knew right away that it was obviously an issue with installation as we had no such problem with the car in the past.

So, we came back to the store on Saturday morning where we were greeted by the person standing in the middle of the doors chewing the food with his mouse open. We found it to be very offensive and an inappropriate. The first thought comes to mind - is this how employees at that store are trained to greet the costumers? Are not they allowed to have break and lunch?

Second, that same person, who had no name tag (at least it was not visible to us) asked us if we need help and we asked to talk to the manager. It took a while before Joe Baez came to greet us. We had explained that we came back after realizing that installation was not done properly and we are not able to open the door from inside. He told us that Nate Metcalf, the person who had done the work had family emergency and did not come to work. He suggested we come back and I gave him my number asking to pass onto Nate that I need to bring my car back.

I got a call from Nate on Sunday (yesterday) morning. He asked me if I can come at 7:00 pm. I explained to him that I cannot come at that time as my son and I already had plans for that evening. This year is especially difficult to us as I lost my husband to ALS last year and am a widow and a single mother now.
Nate then suggested 12:00 pm.

When I had entered the store little bit after 12:00 pm yesterday I was greeted by the same person, chewing with his mouse wide open asking if I need help. At that time I had the car fixed by Nate and had decided to take upon Joe's offer to ask for a discount for inconvenience which he had mentioned on Saturday he will be able to grand after Nate is done with correcting the mistake. It made sense to me, so I came back to the store.

When Joe saw me, he acted as he had never seen me before. He was acting unprofessional, inappropriate and disrespectful. I asked him if the reason he is treating me that way is because I am a woman he replied he feels I am harassing him. I cannot understand why he would get such impression. I came back to take upon his offer and he acted as he never heard of it and does not understand what I want from him. Then he went to Nate. I came from the customer side and had witnessed him whispering with Nate after which he reluctantly gave me $53.00 discount which I felt was not enough to justify the treatment I had received at the store along with the service. In addition, he asked why I chose this particular store and wished I never came.

I also noticed that Nate's license, which is displayed by the window at costumer's side in the shop had expired in 2017. When I asked him if he has a current license, I had received a very unclear answer which sounded as he has it, but he had not received it yet. It sounded very strange as we are entering 2019 and the expiration date was listed as in the middle of 2017. I wish I had noticed it earlier. How is it possible that Nate allowed to work under expired license?

One thing I have to say is though Nate did a mistake, he obviously is a hard worker who knows his stuff, but clearly overworked and needs at least another person at the shop. I had noticed that he did not even had a chance to eat which made me feel very sorry for him as a human been.

This was a very disturbing experience. I was living in this area for over 21 years and though I was aware of the Best Buy's reputation I thought I should give this chain a benefit of the doubt. Unfortunately, it was big mistake on my part.

I originally had ORDER # BBY01-[protected] on Nov 12, 2018 for a phone with Sprint.

Tracking Number QERE93HB
Status Canceled
Order Number BBY01-[protected]

NOW I GET BILLS FROM SPRINT but the order was cancelled. PLEASE ADVISE SPRINT that the service was cancelled. AND WHERE IS MY REFUND? It's almost a month and not one person will give me an answer. The store says call customer service and customer service says wait. HOW LONG SHOULD I WAIT?

Ricardo Mendez

please respond to [protected]@gmail.com or [protected]@aol.com

We purchased a KitchenAide Refrigerator $3800 and a KitchenAide Dishwasher $900 from Best Buy in Alexandria, VA. It was delivered in September 2018. After installation we noticed a defective leg and the doors were uneven which prevented the interior drawer to close. We called for a service request. The service team deemed the refrigerator defective. They called Best Buy Customer Service & reported their findings. Customer Service spoke with me and ensured they would deliver another one asap. This happened 7 other times. Each time a defective refrigerator was delivered, dents, scratches, etc. Each driver (3rd party vendor) told us the same thing. The refrigerators were stacked 5 high in a warehouse and each time they noticed the items were defective, Best Buy employees would tell them to delivery them anyway. During a phone call for the 5th attempt, Customer Service offered me a $25 GC to keep the defective item. Which we declined. The last driver's truck rolled into my neighbor's yard damaging her landscaping and steps. Each time I have taken time off from my business to accommodate delivery which resulted in nothing but disappointment. I wrote an email to several departments in the Corporate office. Ms. Jennifer Peterson contacted me and ensured me she would look into my complaint. She contacted me today to inform me the product was not available and didn't know when it would be back in stock. Even parts for the item are not available through Best buy. She offered me a $200 gift card to keep a defective product because Best buy can't deliver a 100% perfect one but expect us to pay 100% retail price. I declined and said we would consider keeping it for $1000 credit or they could pick it up. She said she could not offer anymore and because of the time that has passed she could not issue a full credit if we returned the defective product.

Ordered Samsung Sound Bar that was never delivered on November 8th. Called six times to get the issue resolved. I was hung up on twice. I was given 3 different case numbers.

The Best Buy website under my order history states that item was returned on November 10th to the issuing store and a refund was issued however the local store still claims that item was never received back at their store. They have held up the refund for over three weeks. Best Buys customer service is a classic example of LIP SERVICE!
In six attempts not one agent could give me any information regarding the return of my money other than stating that once the issue is resolved it would be refunded in the next business cycle. Long after the holiday season. A total retail online shopping nightmare. They obsoletely have made NO tangible attempt to resolve this issue other than telling me bold faced lies. One agent "Matt" stated that he could refund the money owed then promptly hung up on me. "Linda" "Rosie" and "Stephan" other Best Buy agents only added to the frustration by offering up solutions that had no weight! No manager of phone agents, No supervisor to speak with, only pitiful hollow comments of "I am Sorry".

Tried to contact the store direct by phone but their phone menu is designed to frustrate and prevent any customer service. A convoluted system that was designed by their corporate to prevent direct contact.

It looks like I will have to pursue legal options with my Bank to get my money back from a product I never received.

Best Buy should be renamed Buyer Beware!
Black Friday deals turned out to be a Black Eye.

I bought webroot from my computer from best buy about 2 years ago and had enough about this security 'protection' which was worse than any other I had before so I went back to norton. With webroot - too expensive at best buy (like everything else which it shouldn't be called ' best buy' but expensive buy) my computer was taken over by crooks which invaded it and wanted me to call them and pay of course so I had to close my computer but with a protection it shouldn't be happening.
Best buy automatically renew it but I didn't wanted anymore now at the end of subscription and called a few times webroot to tell them I cancel the subscription but they transferred me to best buy and after a very long wait on the phone when finally somebody answered the phone he hang up right away befoer I could even talk. This was so rude, unprofessional and disrespectful. I'd never go into this store to buying anything. The same products but cheaper I can buy them at walmart where someone answer the phone much faster and resolve a problem and I don't have to be bounded by the store with my personal information. Best buy= worse buy.

I run a Fraternity, Eugene, OR, for 40 gentlemen. I work for a corporation that has 18 houses throughout the US. All the houses have washer/dryer units that were bought from BestBuy 2 year ago.

Before being stationed here in Oregon, I was running the SAE house in Bloomington, IN. The Geek service in Indiana was much more efficient than the one here in Eugene, Oregon, and service repairs were within a week of a simple call made to request service.

I called for service for 3 of our dryers that are not working. It took an hour and a half to reach someone who could set up the appointment to service our machines. It was a 2 week wait for November 3rd, noon to 4pm. No one showed and no one called. I called again on Monday and it took close to 2 hours to reach a rep that could address our problem and to report a 3rd dryer that stopped working. The appointment was rescheduled for another 2 weeks. That would be a month before receiving service for our dryers. Imagine, if you will, a house of 40 men, 1 dryer, a laundry room stench of moldy wet clothes and angry parents.

Later I entered the work order numbers, I was given, to the "track your repair" section of the Geeks website (which is where I was sent) only to find out those were incorrect numbers.

I now, don't know if a repair man is coming, I cannot call to double check as I do not have 2(more) hours to wait for a simple answer and I have a house full of angry young men.

I need a phone call confirming and reassuring our appointment.
[protected]

SAE House Director Wendy Watson

Service address: 812 E. 14th Ave., Eugene, OR 97401

I have called twice since 10/27 (Day when my item should have arrived). I called on 10/28 and 10/30. The customer service agents are so rude and ignorant of how to take care of customers. I have now been on the phone for an hour with the same agent with no success of a refund, offer to resend, or anything...All I want is a credit so that I can buy it again...Only that I will have to wait 30 days to get a refund. Why 30 days?