Best BuyReviews 1,792

BB has the worst customer service. I wish I had done some research and had read reviews before my purchase. I bought a chest freezer. When I took it out of the box I found it had a big bump in a corner. Possibly during shipping. Getting in touch with customer service is a nightmare. Every time you call the waiting times are over one and a half hours. If you try to chat online, it kicks you out because the systems are busy. They have no customer service email. When I finally made contact, they wanted me to take the freezer to the distribution center, over one hour away. When I asked to speak to a supervisor, the guy was rude and hung up on me. They would not send a delivery truck to pick it up and send a replacement. Feeling so desperate and helpless, I sent an email to the CEO, VP of Operations and VP of Customer Experience. None of them ever responded and nobody contacted. Now I have to get a truck and drive over an hour each way to the distribution center to return the damaged freezer. Never thought anything like this would happen to me. You could be next, I'm warning you.

I have had nothing but a bad experience with Best Buy for the last two weeks. I bought a LG OLED TV, LG Sound Bar, Insignia TV stand and an APC power strip. The sales person told us that they would deliver the items in six days. The TV stand ended up being delivered not by Best Buy, as stated, but by USP. When it was delivered the shipping container was smashed on 4 corners. When we took the unit out of the box the stand had numerous cracks in the woodwork. We contacted Best Buy to see if they could come and pick up the unit but was told that we had to take it back ourselves. We explained that my wife and I were in our mid sixties, the unit weighed over 125 lbs and that we lived on the 3rd floor of an apartment building. They told us that it was our responsibility for bring it back and that we needed to make an appointment prior to coming to the store. They also stated that we could pick up the APC power strip the following Friday. My wife goes to the store to pick up the unit at 2:30pm and they tell her that the unit did not come in however they do expect it. We called at 5:00pm and were told that the unit will not be in on that day. They never told us when we should expect to pick it up. The company did not have the decency of calling us alerting us of the delay. We spent over $2700, the least we should get is better customer service. I will never go to the store again. The store that I dealt with was the Warwick, RI store.

We were building a new home. Bought 3 TVs, sound bar, router/modem, bluray player to be delivered and installed when home was finished. Were told the equipment would be ordered and held until we were ready.
When we called for an installation appointment found they didn't have the TVs and one model had been discontinued with no notice to us. This is where the nightmare began! After numerous calls, visits, and literally hours on hold the one TV was found and shipped. We picked up the equipment ourselves and went through hell trying to get an installation appointment. When a person arrived ( it was one independent contractor who needed my help to lift the wall mounted TVs) he wasn't certain how to hook them up and was asking me. Turns out, the main TV & sound bar do not work. After calling the store, I was referred to the 800 number to make an appointment. The decision tree does not allow you to talk to a person about this situation. Luckily the store person said to say "Dispatch" after all the messages and prompts. The system offers to wait on hold or to get a callback. The callback feature would not work and after several tries it hung up. Called again selected to hold - told it would be 16 minutes - have been writing this while waiting - it has now been almost 2 hours - music still playing.

Recently had an order for a steel book DVD pack that was delivered damaged. To begin with, its a nightmare to contact customer service. Their hotline is either automated and hangs up on you or, you deal with someone who doesn't want to be bothered. If you live chat, you can randomly get disconnected at any time. Whatever the case, I was able to speak with an agent that mentioned returning the DVD for an exchange. Okay, so the order gets back to them. A couple days and nothing. Now another agent admits they have the item back and there's no way to supply another. Really? What was the point of pre-ordering and dealing with the games then? Don't appreciate being lied to...

Within 2 hours of placing an order on a TV I wanted to upgrade because I had clicked on the wrong one by mistake they would have made $70 more. But I'm calling customer service they said I had to wait and look at the orders status before I can do any changes. So I did that but I was never able to make those changes so I am getting a TV that I don't want and they clearly no I don't want. You guys are willing to pay shipping to get this thing to me and then send me labels to ship it back so how much have you spent on shipping for an item I clearly said I don't want while it was still in the warehouse. I would have upgraded it spent more money if you'd just work with me at the time now I'm going to get the shipping label so you pay for that shipping and I'm going to bring it back personally and I'm going somewhere else to shop have a nice day I'm not grading the product. I am grading the customer service

I wish i could give negative stars to bestbuy for their entire services. I placed order for kitchen appliances package back in February 2020. I got partial delivery like 2 out of 5 items ordered even after getting confirmation 2 days before delivery. At first, i paid the whole amount at the time purchase and all the items were in bestbuy inventory but after a gap of 2 months between purchase and delivery, i was informed that one of your item is no more available and there is no time frame available for that item. Why did you sell item to somebody when its not available in your inventory and if it was available at the time of purchase, keep it on your inventory as its already sold to somebody. Secondly, when the order delivered there were still 2 items missing which never was told before. On the top of all, i spent 2 days just to get to help through online chat and customer support which is terrible experience oh gosh taking hours of hours waiting time. Once i got someone on the phone i was put on hold for another hour. What a great service bestbuy is offering.

I wasn't sure if Best Buy was open but in an effort to try and do business with them instead of Amazon. I swung by to see. There were tents and a line with a few people so I walked up not knowing what the procedure was so I attempted to inquire. I was told to get in line to which I said "what is the procedure? Can I go into the store or how does it work". This big guy... the general manager it turns out named John came storming over... through out his arm and pointed telling me "get in line like everyone else". I said that I wasn't cutting line that I was trying to find out what the situation was to decide if I wanted to stand in line. He informed me later that I had to get in line and then he'd tell me what the procedure was. How outrageous! It was like dealing with the German gestapo... he was arrogant and acted like I was a criminal or had broken some law. In my entire life I have never been treated with such animosity while trying to business with a store. Does Best Buy approve or endorse this kind of gestapo behavior? Unbelievable... I will never make a purchase at Best Buy again.