I purchased a gateway laptop on Jan. 16 for school and the screen was different as described on the box.  
One of the guys in the computer department opened the laptop and set it up prior to me purchasing the laptop. I asked the person in the computer department and the person in the customer service department if I would be charged a restocking fee and both told me no.  
I went back to the store within 24 hours and tried to return it and was charged a 15% restocking fee.  
Buyer Beware They love to steal your money by lying to you so as that you make the purchase.

I want to highly commend driver 6015 who was absolutely professional and skillful in bringing in my new refrigerator up two staircases through a door that was too small at 642 Florida St in Vallejo, Calif. He removed the front door in 3 minutes, brought the fridge in, set it up, replaced the front door and cheerfully was on his way. I was amazed and delighted at his good humored efficiency. Hang on to this guy, and give him a raise! We had another delivery yesterday. This time a stove. Those delivery people were fabulous as well. How did Best Buy get so lucky?

This review was modified by its author, Elizabeth House, on 1/20/09 9:34 PM.

Washing machine broke down after two washes- even corporate cannot get in touch with customer service. I think they may be out to fix it - but because of lack of communication we really don't know-last machine NOT bought there lasted 14 years this one did not last 24 hours!

I went to best buy to go get a camera i decide i wanted the canon shot sx110 that cost $224.99.I also bought a 2 year service plan i ask them what is the return police she said if i don't like it bring it back and i will get my money back.  
 
i brought it home and took some pic and it took a min to take a other pic .I mean who has a min if they want to take a picture of a child or a pet that move around alot.  
 
So i go to bestbuy today to return it and they said that there would be a 15%charge to restock it i am ok and it came up 33.00 i was like they didn't tell me about this fee and the lady goes well it says on the back of your receipt and i was mad i said that this is stupid and i said i will never ever go to bestbuy ever againg to buy something from there the lady never said anything.  
 
I went to walmart to get a diffrent camera i was so mad i starting crying b/c i was so upset b/c the camera i wanted was going to be 400.00 so all together for the other one it cost me close to 500.00 you will never see me at a best buy againg it looks like they lost a customer trust me i bet they lose alot b/c of that reason.  
 
So if you plane on buying something there and you open it looks like you will be charge a 15%restock fee if you bring it back so do your homework go somewear else!!!.  
 
Best buy yeah right how about rip off best buy!!.

This review was modified by its author, Meg123, on 1/16/09.

I wished I would've known about the Better Business Bureau not following up regarding Best Buy. I threatened to report BB to BBB, and they essentially laughed in my face. My purchase was six months same as cash, and after six months, they sacked me with all the interest. I will NEVER EVER EVER shop at Best Buy again. Deceitful deceitful deceitful

This is my letter to Best Buy after today's experience.  
 
3 times in the past 10 days I went to the best buy store in the mall in Guilderland, NY and waited at least 35 minutes each time for help from a salesperson because I wanted to purchase a plasma television. I did not receive help any of those times. The first time there was not even a salesperson in the department and a manager seemed to care less when I asked where they were. Today was the third time and this time I managed to track a salesperson down who told me he had at least three other customers to help before he could get to me. When I asked was he the only one there he said no it was him and one other guy but he did not know where the other guy was. I then went looking for a manager and I saw two employees chatting with each other by the cameras. When I asked to be directed to a manager I was told that one of them was a manager. I doubted this as both were dressed exactly the same. When I mentioned that this was the third time I was in the store trying to buy something but not finding help the guy just shrugged and said "sorry."  
 
When I tried to get the name of someone higher up I was told they did not give out names.  
 
So, here I am complaining to an online system that is going to generate a stupid email telling me how much it means to Best Buy to have me as a customer and that my issue will be dealt with in a few days. Then I'll get a canned response that basically resolves nothing.  
 
Frankly, your sales staff, floor managers and process are terrible.  
 
I'll be taking my business elsewhere. Oh yeah, and the hour and a half of my time that you wasted I will dedicate to putting this story out there on other boards and internet sites to try to keep someone else from running into the same crappy service.

Hey guys,  
 
Do you guys know that Best Buy is not a BBB (Better Business Bureau) accredited company? BBB has received over 460 complaints against Best Buy in the past 36 months, an over half of them are still unresolved. This goes to show that even though big box stores offer great discount, they do not care about their customers. Google best buy and you'll see the numerous horror stories ppl have posted. Decide for yourself it it's worth it to shop there. Is the money you saved really worth the headache and hassle?  
 

I was very satisfied with the service I received from on line ordering from Best Buy. I ordered a camera and all the information on the order was complete. I received the camera in just a few days, the same as the UPS link they provided. The camera was reduced after my purchase, I called the 800 number and they were prompt and pleasing to give credit to my charge card for the difference. I have shopped at Best Buy for years and have never had a problem.

I'll go ahead and run against the tide here... I've never had a problem at my local Best Buy store. No problems with item availability, returns, etc. I usually order online and then do a in-store pick-up. (Ordering online I can get extra airline miles via a referral from the frequent flier web site.) The store pickup has always been ready when stated and no problems have been encountered. Maybe my local store is a special one?

Terrible. The biggest nightmare I have had in buying anything from any company. I ordered a wine cooler I needed for work on November 4th. I waited over 35 days for delivery just to get a call the day before saying "we don't have this item, we don't know when we will". All of this after 1 month that I had already paid for the item with my credit card that was promptly charged. I mailed customer service twice, never got a reply. I called in and got transferred 50 times with no one that could give me a definitive solution.  
DO NOT BUY FROM THESE GUYS. They are an insult to business and should shut down.  
Nothing but headaches and frustration.

Their policy seems to be "p*ss off the customer". In-store pickup is a joke; I did it two or three times and had to wait 30 minutes or more each time for them to locate my item. I also remember going to the store, credit card in hand, knowing exactly what manufacturer/model I wanted, and couldn't find anyone who wanted to make a sale. After these experiences, I took all my "local" business to Circuit City.

BestBuy Sucks. They are really bad in online selling. Highly recommended "DO NOT BUY FROM BESTBUY.COM"  
 
They can't hear you. They are just there to redirect the call. I did very well shopping, but they are not able to solve shipping issue.  
 
Buy from BEST BUY only if you want to take tension.

I highly recommend that all consumers avoid online shopping at Best Buy unless you are 100% certain you will not have any need for a return or exchange.  
 
I purchased two video games online to be given as gifts. I used a Best Buy gift card for payment, and chose the pick-up-at-store option. When I picked up the merchandise at the retail location, I asked for a gift receipt and was told I needed to call the online business for it. I promptly called the online "service" number and was directed to call in the morning when the receipt department was open - I was told the hours for the department were 8am-9pm. I did as advised, and was told by the morning phone rep that there was no such department. I asked to speak with a manager who told me that a gift receipt would not be available if I didn't ask for one upon the initial order. Clearly, the option for a gift receipt was not clear nor prominent enough to notice.  
 
Furthermore, I was told that if an exchange or return on the unopened gift was desired, the merchandise would need to be returned to a store, then a phone call would need to be made (by me, separately) to the online department, and then a gift card would be reissued to me and delivered in about one or two weeks by mail.  
 
Stick with Walmart and Amazon - much more friendly experience.

This review was modified by its author, mn-purchaser, on 12/14/08 6:46 PM.

A time ago I remember doing case studies in college on Best Buy's customer service and strategy. Well, I must say I am extremely disappointed with their customer service/policies. I purchased a $600 camera from a sales rep that sold me a lousy quality camera. I took it back to the store less than 15 hours later to exchange for a better camera to find out that I was to be charged $82 to restock the darn thing (15% restocking fee). I wanted to exchange for another camera that received better online reviews (the one I was actually going to buy, but the sales rep persuaded me otherwise). Even with the exchange they were charging me the fee. This is absolutely absurd - the camera was returned perfectly in just hours later and I had to pay for this fee. No one even told me about the fee when I purchased it - should have read the fine print on the back of the receipt. Anyway, I will never buy from Best Buy again. I will always buy from Amazon since they do not charge these type of fees hours after purchasing the product. You will never see me in a Best Buy store again!!!!!!!!!!!

Bait and switch, plain and simple. They advertised a laptop package (HP G50 140NR and Canon 3-in-1 printer) for $279.99. It did say in stores only, so I checked my store availability, printed out the ad, and went there. When I got there, I was told that they are not honoring that price, but I could purchase the same laptop, no printer for $600. I got no resolution through the salesman, manager, or 800 number. When I returned home, I looked up "Best buy not honoring" on Google. I guess it turns out they do this alot!  
 
I've filed a complaint with my local BBB. Not that it will help. But this is the 3rd time they've done this to me! Horrible business practice!