"Today, (12/2/12) i went to a Best Buy near my house and decided to do some holiday shopping. I am aware of their new price matching policy. Therefore, i printed out a local Toys R Us ad and decided to give their price matching policy a try. I went to my local Best Buy located at 2852 Canyon Springs Parkway, Riverside, CA 92507. After doing some shopping, i decided to purchase eleven Amazon kindle gift cards in total. As i was paying, the cashier asked her manager for assistance for the price matching to the Toys R Us ad (Toys R Us has it for 10% off). After the manager saw my purchase, he decided to come up with an excuse to invalidate my purchase. He told me that there was a quantity limit of 5. Since i have done similar purchase before at the same store, i tried to explain to him that such limit does not exist. Hence, i suggested an alternative solution. Since I was with my girlfriend at that time, i politely asked if he i could simply do it in 2 separate transactions. Without hesitation, he quickly denied my request and began to provide me with "policies and limitation" that i have never heard of before. As a consumer, i felt very much cheated due to the following reasons: First of all, i have purchased similar quantity in the past without a problem in the same store. Second of all, the policy that he claimed was not listed in the website nor anywhere in their store. As a consumer, i was denied with my purchase and honestly felt quite humiliated. As i was leaving the store empty handed, i kindly asked for the manager business card and decided to come on to this board to address my poor shopping experience."

"On the morning of November 22nd, I went online to purchase a TV from Best Buy (for my husband's birthday present). According to the online order confirmation, the TV was scheduled to arrive on November 28th. According to the online UPS tracking service, the package was "checked out for delivery" at 5:20am November 28th with an expected arrival time of 8am to 6pm that day. So far so good right? NOPE. I stayed home all day to make sure I would be there when the package arrived, with no sign of anything arriving. I even called UPS about it at 6pm to confirm that the package would indeed be delivered. They explained that with the holiday season, delivery times were extended to 9pm, but ASSURED me that it would arrive this day (Nov 28). It turns out they were wrong. I waited until 10:30pm for NOTHING. It's also important to note that UPS has this nasty habit of leaving packages out in front of the door without knocking, ringing the doorbell or otherwise bringing attention to the fact they're leaving a couple hundred dollars worth of purchases lying there. Case in point, a delivery of a laptop and chocolate & fruit gift tower left lying outside my home without so much as a knock or ring to get my attention. So when I say 'I stayed home to make sure I would be there when the packages arrived' I mean I had to CONSTANTLY check outside the door every 15 minutes.

6am the next day (Nov 29), I logged into the UPS tracking service. Lo and behold, the delivery date was now changed to the 29th. Okay, I understand they're busy, especially with the holiday season in full swing. So I was tired but willing to wait at home for another day. At 3pm, I logged on again to check the delivery time. Imagine my surprise and no small amount of fury when the delivery date was now changed to November 30th. But hey, third times the charm right? The 4:49am "check out for delivery" time on November 30 seemed promising.

And now it's 8:30pm on November 30th. There is still no sign of the TV I paid several hundred dollars for and was supposed to arrive three days ago. I even called to cancel the order at 1:27pm (Nov 30th) with Best Buy because I am SICK AND TIRED of being under BEST BUY/UPS inflicted HOUSE ARREST, but they wouldn't let me because "the item was being delivered". The customer service representative (Angela) even had the gall to suggest that they did try to delivery but was unable to due to a lack of recipients. I know for a fact that is impossible. I have staked out my front door every single day from 7am to 11pm. My daughter had to walk home TWO MILES in the rain because I was afraid they'd come during the 15 minutes I'd be gone. After I explained the situation to Angela, she said she would contact UPS and inquire about the package delivery time. After she came back, she said it would be delivered in about 1.5 hours AND that she'd follow up to make sure everything worked out. Surprise surprise, the TV did not arrive in 1.5 hours and she did not call back to follow up on anything.

I do not live in a small rural area with confusing roads or extreme weather. In fact, I have seen no fewer than five UPS trucks going past my house over the last few days. San Jose is a very well known city and maps aren't that hard to find or use. THIS IS PREPOSTEROUS. UPS and Best Buy's lack of clarity on what is going on with my package and their constant misrepresentation of delivery times coupled with their refusal to do anything about makes it infinitely clear why they are losing customers and have declining sales.

In summary: I am NEVER going to buy anything from Best Buy again. When I send packages I WILL NOT use UPS. When that TV gets here, IF IT EVER DOES, it is going STRAIGHT BACK TO THE STORE. The way they treat customers is unacceptable and I am not going to stand for it. It's simply not worth a small amount of savings if they are going to waste my time like this. Take my advice, order from some place like Costco or Amazon where they actually deliver on time, if not early.

Update: The TV finally arrived at 9pm November 30th. The UPS worker did not offer any explanation for why it took so long, just that the package had been "passed around a lot". And yes, I could tell. The box was ripped open on the side, wide enough to reveal the cables inside. I don't even know if anything is missing, but at this point it wouldn't surprise me It's a pity Best Buy closed at 9pm, or else I'd have gone to return it right now."

"awful. service was bad, rude, and nasty. Didnt have the prodcut i wanted and told me they did. I had to wait 2 weeks to get it. I called and they said, there was nothing they could do. The entire district was out. That is awful inventory management to let 15 stores go out of a product. will not be shopping here again"

"I used to pay more buying from Best Buy over Compusa or Circuit City because of their customer service. Last friday I had the worst shopping experience with Best Buy, the associates didn't know ANYTHING about the products they are selling, worst yet, they were not able to answer questions about Warranty, promotions, and so on. They were also rude and unmotivated...
This is not the Best Buy I knew. I gues a change of name is in order, what about WORST Buy??? By the way, I was buying an Ipad 4, 16GB white at $459.00 in the store located at 10760NW 17th St. Miami. FL. (store 1502)"

"Best buy customer service is very bad and specially delivery is always not on time. I bought a washer from Anaheim store and had about 2 weeks to deliver from the day I purchased and I got the comformation emails and calls to get delivered it I did not get my washer that day because the store forgot to send it to the wear house.... So what was the comformation calls and emails are for?

I had to call so many placese and got transfer to different ppl to talk about it. Finally I got my washer 2 days after. I thought everything is over . 25days after washer broke. Water everywhere and burnt smells and I called Ahaneim store to exchange since they have 30 days return and exchange, but guy on the phone didnt want to help so told me to call customer service. Customer service told me to talk to the store. But by the time I called the store they were closed. I called the store again the next day but they told me to call the customer service so I did but they told me to go any bestbuy near us. So we went the long beach store but they could only make an appointment with rapier service. The next day rapier guy came and took look at my washer and told me that more than 3 things are wrong and he has to order parts and be back a week later but he said he will suggest to exchange to new one since it has been 30 days. I called the Anaheim store and talk to to them but they said they don't have the same one to exchange. So I askew if they would find which stire has it ? The manager said there are none. I knew he didn't check so I asked him to check the system and let me know... He said he won't do that for me and I was already very upset for moor customer service and wqwaisting my time with calling people to get my washer exchanged... N one seems to want to do their job and keep blaiming others . Manager hang up call. We had to drive to Ahaneim and talk to them not ove the phone,but manager insulted me and my husband and was not professional at all. There was noting we could do to win because I need washer and I can't get one.
We were there for 2 hours and finally they found the store who has the same washer and we made deliverers time to ink up the old one and received new one on Friday the 16th. So I still had to wait 4 days, have been using laundry mat and it was very bad . On Friday I had a phone call from rather delivery place that they have not received the washer from the store so they can not deliver... Here we go again...
Other store Hawthrone and Anaheim store was blaiming on each other , no one seems to care that I need washer . N responsibility at all. I am supposed to get my washer tomorrow which is 19th but I have not got a comformation call yet so I called the store but they said they will call me back..

I will never ever shop room best buy again. They need to step n their customer revive skills. Not just selling but aft care is important. I have my own business and I make sure that all the customer sops happy and be back again , in this economy that is very important. We can always go to the different store toget the same items but if the customer revive is good then the customers will always come back.. I haven't had my washer over a week now. I don't know when I will get it anymore and it's sucks."

"I have ordered from the Best Buy online site in many occasions. The website is easy to navigate and to search for items with keywords. With a few clicks, I can easily compare several similar products online prior to purchase.
The price alert feature is convenient for any items that go on sale. Finally the store availability is particularly useful and I can always request an item to be put aside.

Recently I ordered a DSLR camera online and it was delivered within a week. Items were delivered in a timely fashion and can be easily returned online or at any Best buy retail shops if necessary."

"I am completely appalled by the customer service with Best Buy representatives. This is my first time using any kind of service by Best Buy and it is sure to be my last. Talked to 3 different representatives (all with different answers, was put on hold for 15 minutes, and still no problem resolved. I placed an order online that is supposed to be shipped to the store today. It is delayed because of "billing problem encountered". When I spoke to a gentleman yesterday he told me he could not see why I was getting that e-mail, that everything would be fine and my order would be in store today on 11/13/12. I told him I was concerned about the e-mails still and he told me not to worry about them. I look at my e-mail today and I get another "billing problem encountered" e-mail, with a shipping delayed e-mail. I call once again as a woman tells me the transaction failed on my end. I contacted my bank twice who I have been with for 7 years and they assured me everything is fine on my end and with my account. They said all the merchant needed to do was to claim payment. When I explained this to Best Buy representatives they said the payment didn't go through and I have to contact my bank. I also purchased geek squad service with an appointment on the 16th to install the audio dash in the vehicle. Now I am worried that it wont get to the store on time and this is going to ruin a huge birthday surprise that I had carefully planned out. I am very frustrated and upset, will not be using best buy service again."

"I bought an sx40 canon camera a couple of months ago and ordered it online and picked it up at the closest Best Buy in Rockaway. I was very satisfied with their service. They had it available and they were very helpful with the points you can make for every purchase you get there. They even gave me triple points for this specific camera and others that were on sale as it was a promotion. I had questions about the website and point system and they directed me to telephone no to call with more questions. I did not get all the points initially and called the no. provided and they corrected it and even gave me bonus points on top of that. I found salespeople very knowledgeable about the camera and they did a great job."

"Bait and Switch tactics
They offered Windows 8 professional for $70. and claimed not only through a phone conversation, and the store but also in an e-mail that this was a full version and not an upgrade version. I got the disks on 10/26 and it is an upgrade version!
I took it back to my local store and they refused to return because I opened it ( I had to in order to find out it was an upgrade) They stated "It is a federal law to return opened software" Not only does Best Buy deceive you to make a sale but they will make up B.S. to deny your return too!
I checked this federal law story and yes...it is only a story...no truth in it at all

People should band together, file a report to the FTC and the Consumer Protection Division when Best Buy rips you off. Please write you congress person to get this type of business practice outlawed!!"

"Best Buy has fantastic customer service! Just bought a Kindle Fire HD for my wife took it home and she immediately starting using it. About an hour and a half later half the screen went blank.Took it back to Best Buy and with out hesitation they listen to my concern verified problem and replaced it promptly.Wow now that's what I call great customer Service! "

"very good service. i love best buy. especially the one in new jersey. thanks for the years of good experience with best buy. all the best to team bestbuy."

"Very interesting reading all these nasty reports on Best Buy. For sure I'd bet bad things happen with Best Buy as they do with nearly any "big box" store. I've purchased countless small and big ticket items from Best Buy over the years and have never had a negative experience in terms of customer service, warranty coverage or returning items. Neither am I saying all the people complaining here are making up stories. Another satisfied Best Buy customer here."

"this is the last time I will buy from Best Buy. I purchased a camera from BestBuy.com and upon trying to use the camera it would not open and turn on. I went into the store and they said they couldn't help me because I bought it from their marketplace, meaning from one of their third party suppliers. I felt it I was completely unacceptable for them to push it onto them as my payment went to Best Buy not the third party. now I have to have the manufacturer try to repair the camera instead of getting a new one because too much time lapsed between finding out it was broken and trying to figure out how I could return it. "

"Bad customer service, poor knowledge of the products, although they seem pretty confident. I guess this is what you get at $10/hr.. I'd rather do the research myself and just order online.."

"Purchased a Boston acoustics sub and 5 speaker package with a 9 year warrantee which they pushed at sale point. A year and a half in the sub stopped powering up. Took it in and after my continued call they said the unit was damaged and void warrantee. I told them there was no physical damage when it was dropped off,it would not power up. One week later they called and yes they would cover it. I called one week later and they said it's too expensive to repair,bring in the whole package for replacement. Had to have it out with a manager because speaker are all mounted with two extra I had bought 200 miles away and I would not tear it down. I wanted a comparable replacement. Finally agreed.Here's the best when I picked it up they wanted to sell me a new warrantee because my 9 year one is now void??? Scammers all of them."