"I ordered a RCA HDTV/DVD combo from bestbuy.com because Walmart was sold out. I chose the free store shipping and was scheduled to pick up my TV on 2/16/12. After a week I decided to go online and track my order...the status said back-ordered. I call customer service to find out what is going on and they tell me that the TV wouldn't arrived until March 20th. I asked why was I not notified by either the email or phone number I provided and the rep told me "oh well sometimes it gives you notice somethings it wont...now you know". The fact that I received zero notice from best buy and they did nothing to accommodate my time waiting for a product I wasn't going to receive has made me never want to purchase anything from best buy again."
"We bought brand new "all in one" HP computer January 14 this year, which we paid for 750 dollars by cash, plus some more for software etc, so it turned out to be more then 1000 dollars. The computer was fun to have - till It failed February 2012, which destroyed all our data at the computer (we were trying to do the taxes there, and unfortunately have done a lot already at the point). We brought it to BestBuy, and the guy there said we didn't do something quite well (can you imagine to do something wrong to the computer, except like dropping it on the floor probably? they are quite "fool-proof"). In BestBuy they recommended us to order recovery disc from HP, which costed us 20 dollars for the shipping. With the disc we recoved the computer, but it failed again a week after. We wanted to return it, but Best Buy would not take it back. THEIR RETURN POLICY IS 14 DAYS for the computers. So, as our computer failed in 20-something days first time, they would not take it back. They said the only way we can return it IF ONLY IT FAILS FOUR TIMES. So I guess we are going to wait for it to fail at least couple more times. What do you think, if I ever buy anything from Best Buy anymore? And of course, loosing 1000 dollars impressed me so much, that I will not forget to inform everybody somehow interested about it and give them valuable feedback on the Best Buy, - no doubts."
"worst customer service ever!!!"
"Went to exchange an iPhone case because of a bad quality to it. It was within 90 days. They said it had to be within 30 days. O.K fine, but before they tell me that, she asks for my license and swipes it.. I asked her why she had to do that and she said to look up my name and exchange history (which I had none). I then asked her why she did that if her excuse for denying me was the 30 day excuse. She could of figured that out without scanning something like my drivers license. This some kind of profiling going on? So much for dropping a couple of grand on the next flat screen at Best Buy."
"In October I purchased a television from BestBuy.com. It arrived damaged. I was told initially that it would be replaced and that someone would contact me. However, upon calling to schedule a time to return the television (it had to be shipped back via UPS) I was told that they would not replace the television. I spoke with several people both at BestBuy.com and in the local store, all of whom essentially told me tough luck, deal with it. The most absurd part of this is that the television was only around $400 which is about a tenth or less of what I generally spend at Best Buy each year, which they can easily see from my Best Buy credit card. However, because they are determined to get their profit on that $400 television, I will not shop at Best Buy again. This does not seem like intelligent decision-making."
"I ordered a tv on dec. 24. They told me there were technical issues with their website, so i had to wait for this tv. I waited 2.5 weeks. I called them constantly about this tv. It seemed like they were just out of stock and stalling customers to make more $. When they finally had tv's in stock, they sent my TV to the wrong address. After arguing with them for weeks, they pretty much told me to F off. I called Purolator with the info needed to track my TV. They told me Bestbuy had sent it with another name and address. Bestbuy somehow merged the billing address with the shipping address. I called Bestbuy over and over about their mistake. They kept telling me they didn't make a mistake. The TV was ordered on Dec. 24. It arrived at the Billing address instead of the shipping address around Jan 24. The Purolator shipper told me he is "not taking this tv anywhere else". So.. I signed it and brought it in. Their mistake:
Billing address:
abc xyz street Southwest
calgary, ab, t3k2n5
Shipping address:
#123-3456 789 street Southeast
calgary, ab, w9s9s9
Best buy shipped it to:
#123 xyz street Southwest
calgary, ab, t3k2n5
(also with the wrong name. A name that doesn't exist)
After boxing day, this tv (apparently worth $899.99) suddenly dropped to a permanent price of $599.99. Very fishy.
My conclusion, BOYCOTT BESTBUY. SHOP AT STAPLES OR SOMEWHERE WITH BETTER CUSTOMER SERVICE!
response after i was forced to take the tv:
A COUPLE OUT OF THE 33 EMAILS BETWEEN ME AND BESTBUY
We are sorry to hear that you have not received your online order. It is apparent that numerous times you have been notified by agents that information that you have provided us with regarding the shipping address is incorrect. When inputting your information during the checkout process always be sure to double check that what you have provided us with is correct. Due to the fact that information on the form is incorrect as you have notified us of, there is nothing that we can do to have it re-shipped to an alternate address aside from you replacing the order with the correct details. Please note that we only deliver things to the adresses that we are provided with, we do our best to have your items to you in as timely a fashion as possible in accordance to the tools we have at our disposal. At this point in time you either need to re-order the item and have it shipped to the appropriate address or simply wait for the funds to be recredited to your card-which will happen when the item is successfully received back at the warehouse.
We apologize for any inconvenience this has caused.
---------------------------
Dear MR. X,
I sincerely apoligize for the inconvience this order has cause you. Once the order was delivered to you may I suggest that you should have not accepted it. Unfortunatley it seems had the info corrected as per puralators own tracking. Again with my sincere apologies to this situaton being such an inconvience to you.
Yours Truly,
Kevin 66409
Best Buy Service Agent
IF BESTBUY EVER MAKES A MISTAKE ON YOUR ORDER, THEY WILL NOT FIX THEIR MISTAKE! BESTBUY SHOULD DO AN IQ TEST BEFORE HIRING THESE UNEDUCATED EMPLOYEE'S."
"First off, I should note that I am not technologically savvy AT. ALL.
I normally buy TV's by seeing which display calls out to me the most while walking around the floor. Unfortunately, this process left me with a $800 TV that fizzled out and just refused to turn on one day. Boo.
So the next time around, I was determined to select a TV based on some actual knowledge of the stuff. One of their customer service reps spent a good 45 minutes or so walking around with me to explain the different TVs, asking what kind of things I'd most use it for (movies, TV, etc.). In the end, I walked away with a plasma TV larger than my previous one for only $400. I really like the quality of it when I watch TV and, most importantly, it turns on.
I can only speak on my experience, but I've had a really great one with Best Buy - and would definitely go bug them to walk me through the purchasing process of other more technological household purchases (computers, etc.). "
"I placed an order Dec 8th, seemingly a simply order for ink. OMG that nightmare still will not end. They have charged my account multiple times for the order. I requested to cancel the order right away after I ordered it and it said it shipped opps Mail order rule it did not. And was not going to ship for another 3 weeks. I tried to cancel the order within 24 hours they refused to let me. Ooops again against the mail order rule. So I wait for the order. Needless to say they repeatedly charged my checking account over and over for this order. Then made multiple attempts at promises that this has never happened before and that they would correct it. Mean while they jacked up my checking account. Promises made were for best buy gift cards and promises of the credits to be returned to begin with. Nothing now crickets. I am thinking about a law suit. Has anyone else had issues with Best buy and they over charging there credit cards and then just ignoring you. I have letters to the Attorney Generals office and BBB waiting on responses now from them they have to respond to them. But curious if there is more to this than is being said by anyone. If you have had issues with getting your money back please post as I am inquiring with an attorney tomorrow to see what my options are."
"NEVER AGAIN!!!!!!!!
Best Buy s/b renamed Worst Buy."
"Beware of their Online Order System!
I purchased a tv online. After I accepted the order, the lower checkout price was replaced by the original "full" price. (The lower price showed until AFTER the order was confirmed) This amount (an excess $1,500) was also charged to my card.
When I called back they agreed the pricing was incorrect but indicated the Credit Dept. would get back to me within "2 hours to several days" to address the issue. I cancelled the order.
If I hadn't checked, they'd have kept my money. They've lost a long time customer."
"Took over a month to receive my TV, had to call them 5-6 times and wait on hold for 1-2 hours everytime. There customer support people are beyond stupid, one tells u one thing, another tells u another.. its clear there just guessing. I will avoid "best" buy like the plaque from now on, and if you were smart you would too. If you factor in the time spent dealing with customer support I spent $500 on a $300 tv. not the best buy. "
"We purchased a laptop computer with the 2 year extended warrantee, which was a big mistake. Best Buy, Inc. does not honor their "warrantee." The warrantee is said to be for hardware problems, which the computer had. We wrote to the CEO to advise him of such, however; he never stood up to the plate.
Our family will not do business with Best Buy, Inc. for anything in the future."
"My husband bought a LCD TV from Best Buy in 2005 for $4,500. It was on sale from $6,000. We purchased an extended warranty, for 3 yrs. A couple of weeks before the warranty expired, I notice there were lines in the background of the TV looking like a light rain. I called the Geek Squad to come take a look. The technician ordered a new "panel" and was shocked, saying it was a good thing we had the warranty, as the "panel" retail price was over $7,000. My husband passed away last year and in Dec 2011 we were once again into the 3rd of the warranty expiring. All year I've kept the Best Buy invoice so I could again renew the warranty on this expensive TV. When I called to renew in Dec 2011, the agent asked me if I had an "invitation", I said no that I did not. I was then told, "sorry, I can't renew your warranty, as you weren't sent and invitation." I was livid to know that I now have a TV that I can't get a warranty on. I asked what was I supposed to do if I had a problem, now that I don't have any warranty. They said they'd by happy to repair it; I would just have to pay out of pocket. I called back to talk to a supervisor, I asked if they've gotten other calls like this. He said that they do, but Best Buy will not offer another warranty on this product, as "technology changes all the time." I was also told last year when I purchased a new TV for our son, that not everyone "gets an invitation." To me meaning that Best Buy wants you either to forget the warranty has expired and if something goes wrong you have to buy a new "whatever" or after the first warranty expires, you're on your own. I said this may be a good biz model for your company to make more money, but it's crappy customer service, when a customer cannot purchase an extended warranty past the first 3 yrs. I guess they just figure everything is disposable. This is why we have so much garbage in our landfills.
Ex- Best Buy Customer"
"The installation process with best buy was a nightmare. I have not worked that into the rating, beacause this is a review of the product itself--but just a note to everyone out there about the series of events that we had to deal with while ordering from best buy:
1) We found the exact dryer we currently had on bestbuy.com and ordered it. It was to arrive in 3 weeks; we said OK because it matched our existing dryer and we knew it would fit in our space.
2) 3 weeks passed wtihout a word about delivery; the day before the delivery was to occur I called and spent about 45 minutes on the phone trying to get a status update. FInally, someone told me it was backordered from the manufacturer and "should" be available for delivery the first or second week of december. It was right around Thanksgiving at this time.
3) We decided to cancel the back ordered dryer and it took 30 minutes on the phone with bestbuy's support to do that.
4) We find another dryer on bestbuy.com that will fit our space (this one!). We order it online. I call a week before delivery to clarify the installation and just make sure we're good to go; it is a simple gas line with power close by and there was an existing similar dryer in place to swap out; I went in circles with an extremely dull man who insisted that I had to buy installation despite that I slowly walked him to a place on his own employer's website that stated because this dryer was a special order, basic installation was included (non complicated/not installing a gas line/etc). He was more interested in repeating himself and reading language directly from the website as if I were a 2nd grader who had not done her homework than in fixing the problem or directing me to someone who could. I worked at an answering service in college, and part of my job as a sales person now involves cold calling; I know how to get what I want on the phone. This guy was just dim witted and argumentative. He told me I had to purchase the installation and that it had to be done by phone and tried to reprimand me for missing some tiny, ill laid out text on the website that should have appeared during check out that supposedly advised me to purchase installation. I finally came to terms with the fact that they weren't going to honor the included installation that I saw on the site, and agreed to purchase an installation. I said I'd like to do that and he told me to call back the next day because their sales office was closed. I did this and the next day was routed to the same department and it took 35 to 40 minutes just to get someone on the phone to purchase installation from. They then would not schedule installation for the same day as delivery and insisted it had to be the day AFTER the scheduled delivery. I said ok. We scheduled it.
5) The delivery guys show up and are super nice. They'r eon time, they call ahead--it's a local contractor that they outsource to. Guess what! It says on their chart that they're suppose to install it for us, included in our purchase. So, we let them. They did a great job. They were awesome. We love them.
6) We call and cancel the separate installation that we were told we MUST buy; they are unable to figure out how to cancel it, I talk to four different departments ranging from appliance installation to appliance sales to website support to customer service.. Finally, they claim it's been cancelled and refunded ($150 or so), but are unable to provide a confirmation number or e-mail.
7) Later in the day, we receive a phone call to confirm installation the next day. I quickly explain we cancelled it with best buy and do not need the installation and furthermore should be receiving a refund.
8) The next day, the guys show up to install the dryer, totally unannounced, unexpected, and out of the loop. They're nice, but we turn them away and explain we've already cancelled their installation and did so in two ways-- on the phone when they confirmed with us, and with best buy by calling directly in.
9) We were charged for the installation anyway. We spent 2.5 hours on the phone with everyone from customer service to appliance installation to geeksquad support to some other company that they told us handles geeksquad's billing trying to get a confirmation of the order ever even taking place, get an explanation of the mystery charge which was charged separately from geeksquad, which we did not have a receipt for, and with several other departments. It was a nightmare. At this point, our time saving purchase online to avoid going to several retail stores trying to find a dryer and dealing with salesmen has cost us hundreds of dollar sin productivity, particularly because most of these conversations had to happen with departments that closed after regular business hours.
10) For two months, we have the charge on our card for the installation we A) should not have been advised to buy and B) cancelled in advance by two methods! Finally, we contest it with the credit card company because we have exhausted other methods.
NEVER AGAIN will I purchase from bestbuy--definitely not for an appliance or anything that requires installation but frankly because they run their business so poorly and their staff are unable to access the information they need or have the power they need to fix problems, everything is so compartmentalized and specialized that no one has any idea who is suppose to take responsibility for any given issue, it's like the government runs the place or something--it is BEYOND dysfunctional. It's APPALLING. Save yourself some time (like 8 HOURS on the phone we had to spend fixing problems and talking to people who couldn't help us) and buck up and go to a store in person for your appliance purchases. This is my biggest regret of 2011!"
"I have bought two PCs in the last two years. I buy what they recommend for anti virus, but both PCs were infected to the point that they said it would be $200 to clean and then they still couldn't guarantee. I asked how much to take my pictures off the old PC it would be $80. I have spent over $2000 in the last 2 years, you would think they would treat you better. Not so. I will never go back to that store. I am now a proud owner of a Mac. Why go through the headache dealing with non knowledgeable personnel, that are only interest is $$$$$$. Be treated like a human buy a Mac. Don't be afraid the Apple people are great. When I asked about the extra service contract from Best Buy, it didn't cover virus infection. But now 12 months later they have a $99 service contract to help with your bad experience with PCs. Terrible experience. MS Nevada"