Best BuyReviews 1,792

This is not a complaint about a product or a particular employee. This is about institutional policies that make it so difficult to get an error corrected that it's not even worthwhile to pursue. I'm sure thousands of people each year are mistreated by Best Buy and end up abandoning their quest for resolution because it's just too frustrating and time-consuming. It's not by accident.

Best Buy processed my return and agreed to refund $390 in Reward Dollars (see attached). They only credited me $380. When I called their customer service they told me I would have to deal with the store directly. When I call the store number it re-routes to the national customer service. The customer service agent (Jon) tells me I have to physically go to the store for help. I tell him that the store is a 40 minute drive each way and would cost more in gas than the amount I was shorted. He insists there is no other person who can help - no supervisor, no manager - complete stonewall. This is a scam. When you take someone's money and make it more expensive and difficult to get it fixed than it is worth, you are basically hoping they'll give up so you can keep their money. Terrible business practice. Should be illegal. Definitely unethical. It isn't eve about the money at this point. Someone needs to stop them from running this scam.

Their 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!~!
This is the second time the 3 rd party refused to install or deliver and the 3 rd time I had to cancel the order because of their 3rd party.

Your In-Home Appointment
Appointment Detail(s):

Order Number: Bby**************
Appointment Address:

Horrible attempts to reach a living person not a bot for account help online. Big deal w vision and severe hearing loss n Zero help during Covid. Worst part bots come up fine on trying to help but are never apparently passed onto Real People. Cannot get anything in writing and any person. Appalled esp after months inpatient and In recovery. Their lack of assistance for a physical issue disability has hurt my credit. No other company has been so obstinate and unhelpful. I'm about to take all my purchases and dump them and tell my family whose 3 business uses them.

I called the 800 line to schedule an appointment to have a printer repaired. I talked to a lady with a foreign accent. She asked for the model number, all of the information about the printer. I described the problem she said no problem, they technicians could take care of it. It is a HP lazer 4500 series printer - a big printer! This portion of the process to 40 minutes because I had to repeat myself several times. I got to the store, hauled the printer in, and the first thing the guy asked was, "why did you bring in a printer, we don't service printers". I rehearsed the phone call and all he could say was someone really screwed up. No apology, no assistance on where I could take the printer, not assistance to carry the printer back out. A total waste of two hours of my time. I which I could bill them for my wasted time. Never going back there for service again.

I bought a tablet for Christmas for my son. It was guaranteed to be delivered before Christmas but kept being delayed. When I called customer service they didn't care at all and blamed a third party delivery service, even though they had guaranteed it. Horrible.

Do not spend your money at Best Buy. They sell you broken items blame you for them being broken and refuse to give you a refund or exchange the item for new. They do not care about their customers they just want your money

I've bought numerous tech devices over $300, and IMO sales and delivery services are fine. It's getting assistance AFTER THE SALE that is highly irritating.
There seems to be a lack of uniformity in help…with reps not taking responsibility! ITR, no one seems to consider unique situations - and only fall back on SOP! Come on, good company but get an advanced manager to set up communication channels to enhance customer service. It's an easy fix for better ratings!

I made a purchase online on 7/9/2022 and pickup my laptop on 7/10/2000. The price drop on 7/11/2022 for the MacPro 14. I went to the Tucker, Ga location on 7/11/2022. They were not able to help me and directed me to call *******289 because a trade in was involve. I spoke to a Representative by the name of Jake (he was very RUDE). He said at first he couldn't make the adjustment but later in the conversation said he would make a one time adjustment, but he said because of a statement I made he will not make the one time adjustment. I guess I have to take the laptop back and repurchase on the sale price, which makes no sense. I do regret buying the total tech plan. I ask to speak to a manager/supervisor to see if I can get a Manual override or adjustment. I have shop with Best Buy for years and have never experienced this before. I am a Real Estate Broker and referred a lot of clients to Best Buy for appliance needs. So upset they Don't honor Price Match as advertise.

C. Arnold/GA

Everything is as usual, everything is up to date, you are a pleasure with your service as always!

I drove to the Roseville Store about 11 am today, July 9,2022 a Saturday. The store would not allow anyone into the store apparanty because of construction. The website said nothing about this issue, so we drove about 20 miles one way to go to the store and was met by employees saying the store was unavailable. Not even the repair desk. Forget it Best buy. I am done with you!

I ordered a laptop online and selected free shipping. I didn't realize Best Buy uses a service called Shipt where someone actually picks the item up at the store and brings it to you. I received a text message from the Shipt driver saying she was picking the item up and it would be dropped off shortly. Three hours later I hadn't heard from her so I checked tracking and it turns out my order was canceled. Not by me. Not by the store. It was canceled by Shipt. I called Customer Service (which is a joke) and they told me that the carrier did indeed cancel my order and I would be issued a refund. Since I desperately needed a laptop I went back online, purchased the same laptop but this time I picked it up in the store. After one week the charge for the original order had not been taken off my credit card. I called BB again and was told that my refund had been denied even though I have an email and a text message saying the order was cancelled. After that I was done dealing with BB and called my credit card company to dispute the charge. BEWARE! If Shipt is involved DO NOT CHOOSE FREE SHIPPING. I'm sure how Shipt had the power to cancel a customers order and Customer Service at BB had no idea either. From now on if I ever purchase anything at BB again I will either purchase in store or pick up.

I ordered an 'in stock' fridge in March, with a delivery date two weeks later in March. I called the verify prior to purchase the estimated delivery date, because we needed a new fridge rather quickly. The day of scheduled delivery, after no one showed up in the time frame, I called Best Buy, to which they told me the appliance was out of stock and would not be coming today. I was very annoyed as I sat around off work waiting, when they could and should have reached out to let me know ahead of time. Anyway, second delivery gets scheduled, for July, and I'm told a manager will call me back to send us a gift card for the inconvenience.
Well, July rolls around, and once again, I'm left waiting for a delivery that never comes. I called again and explained this happened before, and the customer service rep won't let me speak with a managing supervisor. I was on hold over an hour. I specifically ordered this appliance because it said in stock, and I verified it was in stock prior to ordering. Not only have we been months without this rather expensive appliance coming in, but it's impossible to get answers from calling. I'm extremely disappointed in Best Buy, and hopefully this review saves you a ton of wasted time and annoyance.

I have been a total tech support member of best buy GEEK SQUAD for years and have been a satisfied customer until this year. For what ever reason the tech support has been horrible. I have had several agents that have actually made things worse with my computers. On May 6,2022 I experienced outright fraud where a GEEK SQUAD agent actually hacked our Amazon Account for $250!. Best buy refused to investigate the matter until I threated to report hem to the BBB and Attorney General's office. They then had someone "Christy" call me from corporate and took the information. I have not heard back from her to date. Thankfully the BANK and Amazon made it good. However, Best Buy has done nothing to date. I would caution any one to be careful with BEST BUY/GEEK SQUAD. They have had a good reputation in the past but for some unknown reason they are going south and I am looking for an alternative source of online tech support.

Their value of stuff was terrible, but it was really fun hiding behind a isle and ambushing the kids and I chased them out of the store.

Deceptive, sneaky employees lose sales by defeating my using a legitimate discount which I paid for twice!
Buying and delivery is mostly fine…until you need easy help (online)…. Then wasted time and aggravation. On multiple occasions the reps did not understand a simple issue and they handed me off causing me to repeat lost dialogue; or they simply disconnected me - 'technical problem.' Right! Further, they went out of their way to avoid honoring incentives. It seems managed by prior burger flippers or online gamers, maybe children?

During research prior to purchasing new tablet, I asked Best Buy on-line support about price match with Samsung on-line with a $250 trade in credit. Assured that they would match Samsung (in writing during "chat"), I was instructed to purchase on-line and take the trade in to store when picking up purchase. I was told that a credit would be issued that could be used to discount the purchase. I specifically mentioned the exact final price from Samsung and again, assured it would be met. I followed the instructions for ordering, wiped all personal data from trade in and restored to factory settings. Upon arriving at store, I was told You were mis-informed" about the price match and that they would NOT match Samsung. Had I not deleted everything from the "trade in" I would have refused the purchase and bought from Samsung. As a long time, loyal Best Buy customer (now FORMERLY loyal) I feel cheated after being lied to. Hopefully the $250 that they did not honor helps someone, because it's the last dollar Best Buy will get from me. See this portion of transcript of Chat - Visitor (13:19:13 GMT): I need to buy a new tablet to replace an old Samsung. Samsung is offering a trade-in credit on a Tab S8. Will BB match?
Kevin Sullivan (13:21:07 GMT): It is great to have you on this chat today.
Visitor (13:21:31 GMT): looking at Samsung Galaxy Tab S8 with 8GB (RAM) + XXX GB, $XXX trade in
Visitor (13:21:55 GMT): End price $XXX. 99
Kevin Sullivan (13:23:05 GMT): Yes definitely we trade in Samsung for new tab S8 at store, Once you trade in our store representatives will help you with the e-gift card for the trade in value Or you can directly use it on the new purchase.

If I could give 0 stars, I would. Over the last 3 weeks, I have placed 3 separate orders with best buy because each of my orders kept getting cancelled. Here I am, a customer trying to give you my money and you decline every method of payment. Each time, I have checked with my bank and credit card to ensure that all the details match EXACTLY. They all check out. My cards have been working fine for every other website. It's ONLY best buy that keeps cancelling my orders. Not only do they cancel, they don't even notify me of the cancellation. So I find out by checking the order status 3 times a day. Each time I place a new order, I reach out to an agent asking them to verify that everything looks OK. They always escalate it for "manual review" of billing information, and the orders ALWAYS gets automatically cancelled before this manual review even takes place. I have wasted so much time checking Best Buy over the last 3 weeks to see if the item's back in stock (I always buy the last or second-last one), checking my order status, and talking to their agents who have NO empathy whatsoever. I am beyond frustrated with best buy. Your system is terrible, your payment verification process is terrible, and your agents have no empathy. Nobody ever offers a solution, and this item is never in stock in a real store, so I am always forced to use your horrible website. I am DONE with trying to buy from your store.

Ok I remember when I had wanted a switch that was Of course expensive I had needed some earbuds and so I wanted some black beats ok I picked up some games and went too check out I was about to be able to walk out but Best Buy let tele check block it so I didn't get anything and on top of that Best Buy is in a whole another city basically far away the taxi had left it was ok though Tryin over charge me for that so I didn't have a ride back to Winston so I was stuck all because bestbuy and there frauds so I had went back to see if they accept old checks and they don't so I left empty handed without the Nintendo or beats twice

They lie about the "get it by" date. Their website "reviews" your reviews and doesn't post most negative reviews. (I was a "verified" purchaser for a product and my review never showed up.) Their customer service is just bad, both phone support and at the physical store itself. I had stopped doing business with Best Buy years ago but broke down and ordered something online a week ago. Terrible experience. Fool me once...

The variety of products seem fine. The staff is either right there constantly bugging me or nowhere to be found when I do need assistance. When they are assisting they are always in a big hurry and seem to have their minds elsewhere. This has happened to me three out of four times. Otherwise it's a nice store.