Best Buy
Reviews and Complaints

Today I went to Best Buy to buy a digital camera. When I got there I have found what I wanted right away. So I asked one of the employee to help me with the purchase. Guess what happened. She disappeared. I asked for help to every employee when they passes by but they just ignored me or saying that he/she can't help. I asked for the manager or supervisor to complaint about the situation that I went through, but the manager or supervisor didn't show up. Wow, I have never thought of spending hour and half just looking for an employee for the purchase.

I am beyond my wits end. Words can not express the extent of frustration and living hades I have been put through by every level of Best Buy over the course of the last two years...especially the last two days. Let this post serve as a warning to anyone who buys products from Best Buy (worst service) along with a "Protection Plan". 1st, let me state that the terms used by Best Buy associates such as “Early Replacement", "No Lemon Policy", or "Exception" are fictitious. I have also come to learn that regardless of how unique your situation is and how many times you have been lied to, Best Buy will never make an exception to take care of a customer who has been wronged. Here is my nightmare, in part... I have spent thousands, not hundreds, thousands of dollars at BB over the last few years. I have even waited in the the freezing cold for over 8 hours to buy a laptop on Black Friday. My TV saga started in Jan. '08 when I purchased a Samsung 55'' Rear Projection TV...got it home...it was broken (bad HDMI input). I decided to spend twice as much money and buy a top of the line 46'' Samsung LCD. Within less than 1.5 years, the LCD panel started to de-laminated (came unglued) causing dark spots. I had the LCD replaced under my PSP and within 2 months, the 2nd LCD became de-laminated even worse. I called for a replacement on Nov. 1st '09 and the technician arrived 30 days later. Between the time I called on 11/01 and the tech arrived on 12/01, the capacitors in the power supply went out (common issue I found out). I figured, since the Geek Squad guy was coming out anyway, I would just tell him then, so I didn't formally report this 3rd issue. While he was here yesterday, he repaired my power supply and replaced the LCD again. Then plugged the TV back in and nothing. It was dead. No TV at all. At least before I had a viewable picture. Now what? I asked the GS Tech to put my old LCD panel back in (at least it powered on) and send the bad one back. He would not, as it is "against our policy". So now I'm stuck with NO TV at all. When he called to order another panel, he recommended to the parts guy that this lemon be replaced, not repaired. The parts guy disagreed and ordered another >+$2, 000 panel (more to repair it than replace it of course). All while I'm stuck for another 14 days to 1 month with NO TV. NO TV. I decided to call BB and file a complaint. Boy was that a colossal failure. After 2 lost days at work and hours and hours of being on hold, transferred and lied to, I have no resolution. I have been lied to by line level employees, 1st level supervisors and 2nd level supervisors. 3 different people, from Geek Saqud to Customer relations, have empathized and stated my situation warranted an "early replacement" under the "No Lemon" policy. I have spoken to at least 7 different people in every department possible and I keep getting re-directed. I keep getting told, "but the policy says...". I respect that, however, where in the policy does it state if you have a "functional" yet defective product on the day of repair, then a completley broken product after the repair, do you have to be stuck with nothing for another month? There are many other incidentals here (like losing programs on my DVR each day I have no TV now), but this comes down to principle and service, and recognizing a unique situation involving a loyal customer who has spent thousads of dolars at Best Buy, only to spend two days in BB hades with a lemon TV, losing 2 days of work and being lied to. Not to mention, I will be out another $200-$300 on a new PSP even if they did agree to replace my lemon. There are always exceptions. But unfortunately, Best Buy could cares less how many customers they lose, how many lies are told, how many incompetent people they employ, how convoluted their so-called "customer service" is. I don't know how this will turn out, but regardless, I will never spend another dime at Best Buy again after this. I will also share my horror story with anyone who will hear, and warn them not to buy products from Best Buy, because of the potential hades that will follow if they have a lemon. The Best Buy Protection Plan ONLY protects Best Buy, not the customer !
As an aside, while I was on hold for an hour or so, I decided to research other BB customer horror stories. I came across this interesting one, where a customer called their local congressman to report being wronged by BB. The congressman contacted a local TV station who contacted BB. Not only did BB call with an apology and swift replacement (TV), they also compensated the wronged customer with $850 in BB gift cards for the inconvenience. I have NO TV now thanks to BB. I will be contacting my congressman and local news media and BBB as well. I feel certain my situation is even worse than the poor guy in this story...
http://abclocal.go.com/kgo/story?section=news/7_on_your_side&id=6643937

I am willing to join a class action.

Best Buy Case #[protected]
[protected]@yahoo.com
M. Leotta
Columbia, MO

Hi,

Me and my friends went to best buy for door buster on thanks giving friday. We are basically from India. With no proof we were told that we are from same household and he didn't give coupons for us, saying only one coupon/household.

This happens only reason because we are from different country. This really hurts a lot.

One of my friend got coupon. There is some cheating in laptop price as well. Which they increase the price of laptop by 40$ (saying its optimized ... ).. Atlast we came back without buying anything.

Already I heard alot from my friends about all frauds they are doing in Best Buy auction.

Please try to avoid buying in Best Buy

Placed an order two weeks ago, has yet to arrived even though the BBGS states the order shipped. Cannot make phone contact with person. Emails are not being answered. I'm trying to cancel the order but with little success.

Best Buy has got to be the worst place to work for ever! They only hire part time and no matter how good you are they will harrass and harang you in the ground over small garbage they are more concerned about their bottom line than they are about their employees or customers! Their management are snobs and suckup brown noser's and apperently the only way you can get ahead with them is not by working hard or being honest it's only by sucking up! Trust me when I say you would rather work in fast food before working for these idiots! Don't trust them any farther than you can throw them and as far as their " Black Tie Protection Plan " That they will try to sell you very hard and their calibration? Well let's just say their Black tie plan is not all it's cracked up to be because they will try to sell it to you saying it's a repair or replacement? This is somewhat true but what they do not tell you is that the black tie plan? if you need something replaced well it will not get you what you bought at first I personaly wittnessed them shafting people with it and their calibration? Well let's just say it's not everything they claim it takes a nice bright clear picture and makes it dull and boring looking with no real inprovment...so be warned in other words caviot emptor " let the buyer beware!
Signed
A former best buy employee or is the worst buy? I leave that part up to you!
BEWARE!

As a retired Marine it is my upmost concern that all my service brothers, along with every hardworking American consumer receive this information to avoid the extreme hassle and waste of time that bestbuy put on my family and me. Last December my Wife purchased an ipod touch for me as a christmas present. We then went and purchased the two year extended warranty on it, mostly due to the fashion the associate promoted the warranty to be, the associate promised that it would cover accidental damages and would be a very simple easy process if the device would need to be exchanged. Since the warranty is about two pages long worth of fine print we made the mistake of taking the associate's word and purchasing the warranty. This past September 14th I took the device in because the battery was not charging or holding a charge. Right from the get go it was a complete nightmare! All the geek squad reps were completely unprofessional and treated my wife and I like some sort of cons. They finally took the ipod to what they said would be looked at and told us they would contact us as soon as they would know something(all our contact information was provided to them). After waiting and waiting and waiting on Oct 21st I personally went up to the store(best buy Rosenberg Texas) and asked what was going on with my item. And what a suprise, they had received it and somehow had just forgot to contact me. The bag where they had placed the ipod had a date of Sept. 30th. The worst part is they claimed that the device was water damaged and that I only had a standard warranty that did not cover that type of incident. After speaking to a supervisor which was completely rude and unprofessional, I was out without nothing! And they even tried to charge me a labor fee despite nothing being fixed or replaced on the item! The supervisor asked me what I thought would be fair and I stated to repair or replace the device and he stated that he could not just give me $229.00, I stated that I guess thats what his company's reputation is worth then, and that it is clear how much they value their customers! Today Oct. 22nd I went up to the Apple store located in the 1st Colony Mall in sugarland Texas, mostly due to informing myself that the liquid sensor that it has was actually not showing a positive test. The representitive I talked to at apple looked into it and had his tech ppl check it out and suprise suprise there was NO WATER DAMAGE to the device as best buy had stated! Thankfully Apple replaced the Ipod on the spot and I will be following up on getting everyone I delt with's info at bestbuy Rosenberg to file a complain. I clearly believe that they used the "water damage" as a copout and it is very sad of how badly they treat and respect their customers! This whole situation comes across as a clear FRAUD to me! Maybe now that circuityouknowwhat is bankrupt bestbuy is overconfident and feels like they can treat customers as they feel, but as we all know we live in the wonderful age of information and CHOICES! Last time I set foot in bestbuy!

Sears had a 3 day sale on the Sony KDL-40VE5 for $899 with another 10% off in-store instant coupon for a net $809 price before tax. Best Buy had the TV for $1199. Sony just added a $300 spiff to retailers for the TV which Best Buy did not reflect in their price. Best Buy policy clearly states they will match price including instant rebates on in-stock items, regular stock items at a bricks and mortar competitor. The sales person at Best Buy confirmed the price and availability of the TV at the Sears down the street from Best Buy. The store manager on duty Keon, in the Marlborough, MA store said he wouldn't honor the price match because they would lose money. WHAT! Nowhere in the store policy does it say that.

Stay away from these idiots. They can't even follow their own policies even when it's read to them.

Dont buy from this people, is a nightmare, I will never buy online from this company again, the dont care about the customer, the only want to sell you, is a scam, fraud, really bad.

I bought a western digital media player online from best buy on september 18, 2009, for $119.99. six days later, their website price was $99.99. i e-mailed best buy customer service ([protected]@bestbuycanada.ca) to ask if their online price guarantee pertains to their own website and not just their competitors'. i was hoping for a $20.00 rebate, based on their 30 day price guarantee. that was september 24. on september 25, i checked their website and the price had jumped back up to $119.99. by september 28, absolutely no response from best buy (not even an acknowledgement that they received my e-mail). on september 28, i resent the message with a plea for a response. on september 29, i resent the message, begging somebody to acknowledge me. today, september 30, i resent the message. it appears that best buy has no intention of responding to my inquiry. i guess they think that if they ignore me, i'll go away. maybe they're right, but i can still post here that i feel this customer service is the shoddiest i've ever encountered. i will not be purchasing from this company again. merchandise is only half the sale. you have to follow it up with stellar customer service if you want to survive in this economic climate. too bad nobody at best buy realizes this.

Three months ago on 12/12/07 I went to bestbuy in san antonio and purchased a hd home theater and hd dvd player for the total $4000.00. The dvd player was $399.99 Now to be told that the movie makers are no longer going to use the hd dvd format so that now means that I will not be able to buy new movies for my dvd player. I received an email from bestbuy saying I could use there trade in to buy a blue ray player so I inquired in there trade in site for the player and 10 new movies and they offered me $56.70. I then phoned the store to see if they had any other offers and explained the situation to the sales assistant only to be told she only earns $9.00 An hour and was not interested. I then phoned head office to be told it was not there problem so whose problem is it besides mine. Either the multimillion doller movie makers who dictate to there customers what format they are going to use. Toshiba the makers of the dvd player or bestbuy who only sold it to me 3 months ago. Somebody must have know that this format was not going to be used anymore, so here I am with a hd dvd player that I can not buy hd movies for I can just use ordinary format movies on a $4000.00 Hd home movie theater it is about time someone stood up and admitted this is robbery to the working class as usual the rich get richer

I purchased a 42 plasma TV from BestBuy in Feb of 2006. I also purchased a 4-year extended warranty for it. In July of 2008 the set started to have several issues. I called Best Buy and they had a local service center pick the TV up for repair. It was picked up on July 18th 2008. I have not seen my TV since. The service center is unable to repair the set due to unavailable parts. Not to mention, the service center is a boarded up storefront in the worst part of town. I have photos of the service center. The service center rarely answers their phone and never calls back when they say they will. Best Buy also never returns promised call either. Two different supervisors over at Best Buy put in replacement requests. Both of which were denied by their insurance carrier. So now, my TV is still sitting at the service center after 4 months, with no hopes of being repaired or replaced at this point. Best Buy has FAILED miserably in fullfilling their warranty obligations on this item. I have documented all calls made to Best Buy as well as the TV service center showing the dozens of times and countless hours I have had to spend trying to get this resolved. At this point, I doubt that we will EVER get our TV returned to us in working order, or replaced for that matter.

My son has a learning disability that requires him to use a computer in school. We purchased a compaq laptop computer from best buy on 9/16/06. We added an all inclusive 3 year service plan as told to us by the salesman. Up until recently we had not had any problem with this computer. Several weeks ago we took the computer to the geek squad at best buy. My son explained the problems the computer was having and a diagnostic was done. The service tech claimed he could find nothing wrong. In less than a week, the computer was shutting itself off each time my son tried to use it. We took the computer back to the geek guys on 12/19/08. My son again explained the problems as we were told that best buy would send it out for repair and it would be 2 to 3 weeks. This was not that big of a problem at the time because it was the holidays and school was closed. On 01/07, my son called best buy to see if his computer was back, since school is back in session and he is having a very difficult time without it. They put my son on hold for a few minutes. When the geek guy got back on the phone he told my son that ten minutes ago they realized his computer could not be repaired on site and would now send it out for 2 to 3 weeks for repair. (We had best buy on speaker phone so I did hear this conversation myself.) My husband called and spoke to the store manager later that day and was told all he could do was "expedite" his repair order. So, basically we paid an additional $250.00 At purchase for a service contract that covers absolutely nothing. Now, as a family, we have purchased thousands of dollars worth of products from this store, each time purchasing a service contract though never needing to use one. How does best buy get away with this? I was clearly told at the time we purchased my son's computer that anytime during the next three years his computer would be repaired or replaced in a timely manner. This computer was $500.00 And like a fool I paid another $250.00 For a service plan that doesn't cover anything. And, to add insult to injury, we just purchased a new desktop computer over the holidays and paid for another useless service contract. We will never use best buy again. My son is so upset. He can't get through another 3 weeks without his computer. I just looked into renting a computer for him and that will cost $400.00 For 3 weeks. I may have to buy him a new laptop, but I won't be going to best buy! I would think that in this economy, big stores like best buy would want foster good consumer relations. Today alone I spoke with teachers, mothers, students, even my doctor about not shopping at best buy.

I found out I am not the only fool in this town! Not really very comforting.

I PURCHASED A $1, 100.00 L G dryer Nov. 28, 2003 which was delivered Feb. 17, 2004, I also purchased a 5yr warranty, which has been used once for the same dryer. Just prior to the expiration of my warranty, the first day for repair was Nov. 28, 2008, called left stating they were unable to make it called and get another appt., then I was given an appointment for Dec. 11, 2008, no show, around that time my day passed so it took me sometime to get things together. I called again on Jan 16, 2009 and was given an appointment of Jan 30th. Well on the 27th of Jan they called and changed the appointment to Feb. 7th, 2009. Now that I'm requesting an earlier appointment I am now been advised by a supervisor in consumer relations, I am out of warranty and I would have to pay for any repair work.

Stay away from this company. I ordered components early November...was told it shipped December 15...asked for a tracking number and was told I was a crook. Thankfully my CC company was able to get me money back. The owner's name is Ken...he is very rude and would not send me tracking information. Just google their name and you will see many more instances of how they treat their customers.

here is what i wrote before to best buy. still absolutely no response! incredible the lack of response. i will never ever set foot in one of their stores again:

here is email i just sent to best buy:

i went to your store in enfield, CT today to look at 2 big screen tv's advertised on the front page of your weekly circular. after searching exhaustively, i could find neither on display. a store employee who was talking to another customer was there, and i waited until a lull in their conversation to excuse myself and ask if they were on display. he said he'd have to look it up, then ignored me. i left to search again, saying, "when you get a chance, please look it up". i waited another 10 minutes, again not finding the advertised items. there were other sales people in the store, but none in that department, and no one approached me to ask if i needed assistance, even though i think i made it obvious as i wandereed down the aisle, comparing the items to your circular. mind you it was dinner time, about 7PM, and there were few customers in the store.

now i dont begrudge your employee from finishing his first sale (if indeed that was what he was doing, as they seemed to be having a lot more laughs than i usuaully have with salespeople). but the lack of assistance led me to just leave the store. back when circuit city was in business, whenever i went in there i was helped immediately. thats why i bought fridges, ovens, microwaves, stereos, airconditioners, and other things from them. in other words, you customer service sucks. well there is nothing i can do about that, except keep out of your stores in the future -- and ps -- when i boycott a brick and mortar establishment, their internet version gets the same treatment.

further, i find it astonishing that you would go to the expense to advertise products on the front page of a national circular, and then not even have them avalable for inspection during the time they are on sale. except, of course, unless you are doing the old bait and switch: advertise a good deal just to get people in, then not have the item available. and that is something i can do something about, as i believe it is illegal under consumer protection laws of both CT and MA. I will contacting the consumer protection agencies of both states forthwith. -- joe

On July 27th, I took my laptop to the local BestBuy Geek Squad to repair a crack in the screen. I wasn't sure if it was covered under warranty - apparently not - so agreed to the repair cost and paid a deposit. After a reasonable 3 week wait, I called the local store to find out the status. The employee had no information except what was on the tracker, that of course, I could read myself. It's now September 3rd, and my laptop is still not repaired. A couple of weeks ago I complained on the online corporate website about the bizarre length of time this is taking and received a phone call from a store employee last Fridaywho just read over the phone everything the online tracker stated - laptop received, parts ordered, being repaired -then on 8/17 parts were ordered again and nothing has been posted since!
Needless to say, I have lost all confidence in Best Buy and the Geek Squad and will never purchase another item from that franchise.