"I had the worst experience with my BestBuy.com order. I ordered a steam vac that was on sale and chose to pick the item at a local store that showed available stock. After the order was complete I get an email after 24 hours stating that the item was in fact not available at the store I selected. This was a problem because the next store closest to me that showed stock was an hour away. I would have chose to have this delivered for free but it was on back order and not available to ship for several weeks.
I decided to call the customer service department to see if they could find it at another local store. It took a couple transfers and 5 minutes of waiting before I was transferred to a lady that was supposed to help me. Unfortunately this lady was far from helpful. First instead of helping find another location even after I asked her to she said she could just cancel the order for me. What? Dont you want my business? Then I explained that I would rather try and find this at another local store or have this shipped if it can get to me quickly before Christmas. To my surprise, well not really a surprise, she said I could get it at the store I originally tried to order from. I explained to her that I had already tried this and they rejected my order after confirming with their store the actual stock status. She did not understand me. She said what stores did you visit. What? I did not visit the stores in person I explained I only ordered online. Are you paying attention and listening? A minute later she again asked what stores I visited in person to check stock status. I could not believe how incompetent this person was. I only checked online never ordered. I insisted on speaking with someone more competent, and asked for a supervisor. It took several minutes of negotiation to even get her to transfer me. I waited on the phone for 15 minutes with no response and hung up. I canceled my online order and will never do business with bestbuy.com again!!"

"Most horrible online shopping experience ever. Ordered a TV on Black Friday online. Initial delivery date was shown to be 12/19th! Received an e-mail few days later that delivery date needs to be rescheduled as it is a 'Back Order' (manufacturer needs to supply more). Since then I have been trying to reach the customer service. Minimum wait time is approximately 10 minutes to hear a 'human' voice. As soon as you start talking, call gets dropped (or they hang up on you knowingly). If you are fortunate enough to get an opportunity to explain your issue, it takes them almost 30 minutes to try to change the delivery date in their system, and in the meantime they want you to hold. It would have been still a sigh of relief if the issue is resolved after 30 minutes of holding. Then they rudely declare that they can't help as this is a 'Back Order'.

Worst Customer Service ever! "

"Closing Down Sale- Dont be fooled make sure to check prices elsewhere first

Bought a TV stand from Enfield store advertised for 69.99 on sale for 48.99. Exactly the same model number is available online advertised for 34.99 and on sale for 24.30.

I called customer service and they say they cannot match there own prices.

Dont buy at this store....even the sale is a scam."

"Their stores are OK but their online service is absolutely ABYSMAL. DO NOT DEPEND ON BESTBUY.COM!!

I ordered a laptop on the 29th which was supposed to ship in "0-1" days. 2 days later it still hadn't shipped so I emailed them - I never got a reply. Instead the next day I got an email saying my order has been CANCELLED because my "information couldn't be verified". I called customer service (20 mins wait, 30 mins talking to a rep - who it must be said was polite and tried to be helpful) and was told that this was "probably" because the "ship to" address was different to the billing address.

OK, well if that was the case why the heck didn't someone try to call or email me to straighten things out rather than cancel the order???

I asked the rep if he could reinstate the order seen as he had me on the phone and could verify whatever needed to be verified. He couldn't re-instate it... The only thing he could do was to create a new order - which meant I was set back 4 days.

So, having confirmed that the item was still in stock, he went about creating a new order. However I happened to have my email account open and as soon as he had submitted it I got another cancellation notice, again saying that my information couldn't be verified. We tried two other credit cards (none of which had any credit problems) and even changed the shipping address to the billing address - that was 3 more orders input by the rep, however EVERY ORDER WAS CANCELLED. - I'd obviously been "blacklisted".

He said there was nothing he could do and no-one he could transfer me to, other than to have "them" call me which could take up to FIVE business days.

What a moronic way to run a business. Here I am, a willing customer with good credit who just wants to place an order for something thats in stock but I find I'm on some blacklist and despite the fact I've got customer "service" on the line they still can't straighten things out!!!

Maybe they'll call me back at some point but it's too late, they left me with no choice but to go elsewhere.

I'm not the only one with problems, take a look at their customer service forum where the list of problems go on forever:
http://forums.bestbuy.com/t5/BestBuy-Com/bd-p/Dotcom

I will NEVER buy anything online from them again.

BestBuy.com: "Shoot first, ask questions later" (MUCH later). "

"I bought an LG Washer/Dryer combo online back in OCT 2011. They sent me an email that said shipping date would be 11/14. On the 13th they emailed me another date of Dec 3rd. On Dec 2nd they emailed me yet again 12/15. I called to complain yet again, and asked if they would ever be able to supply this washer/dryer and they said they cannot tell me an exact date because they do not have the product to sell it. The person on the phone said that it is only an estimated date, only there is NO word that says estimate. It says "your delivery date is...."
Why do they sell it if they do not have it to sell?
If I did not find the 1600 unit for sale for just over $1100 I would have already moved on.
BestBuy.com sux. Best Buy stores are a bit better."

"Best Buy is easily one of the worst online retailers I've ever had the displeasure of dealing with. On multiple occasions I've ordered an item only to find out days to weeks later that is is backordered. They even cancelled one of my orders because the email says it is not in stock. Then how did I order it? Also, attempts to reach customer service resulted in incredibly long wait times and sudden disconnects EVERY time. Don't waste your time with them. Let them crash and burn and go with etailers like Amazon or Newegg who consistently have great service."

"My camera turn out be not available. This is shown only after ordering. You need to wait until you receive an email.

After waiting for a month I get a mail that I can pick up my camera. No Camera there however. Store " you should have picked it up a month a ago". But then it was not there ? Store "No you should pick it up next week." But then the order will cancel it says in the email? store NO it does not ! But thats what is says on the mail ! The manager comes up with a diffent story again and i say that I would like to cancel my order. Sorry but you can't do that here....You can cancel using this phone number.

Oke so I dail and after going through a menu and 20 minutes of waiting I get a automated message that:" there too busy ,call back later and they hang up".

WHAT A CRAP SERVICE DON"T GO TO BEST BUY There a bunch of idiots !!!!!!!!"

"scums and thugs work there"

"Great prices on Black Friday/Cyber Monday items, but horrible customer service and follow-up by Best Buy.

First, we bought 3 computers online on Black Friday, which REQUIRED the item be picked up at a store, and gave a list of stores in my region that still had the item available. Fine, for a low price we were willing to drive 50 miles to get the computers. Received confirmation notices/receipts on all 3 computers (these were 3 separate transactions). Drove to the indicated store to pick up the items, only to be told that there no such items were available, that they had "oversold", and that we would be getting nothing. No apology, no offer to buy something comparable instead, nothing. [NOTE: Two DAYS later, finally got 3 emails from Best Buy saying the 3 computers were not available].

Went home, kept looking online, and found a different great deal to purchase computers from Best Buy online, that would be SHIPPED to us, thus hopefully eliminating the "oversold at the store" problem. Again, got a receipt and a confirmation for each transaction. Kept checking online, and it finally indicates two of the items have shipped. No info on the third item after six days, and when I try calling customer service I wait and wait on hold, only to be ultimately disconnected without ever getting to speak to anyone. This has happened three times now, so it was not a glitch.

Bottom line: Great prices, IF you ever get the item, but Best Buy is coming off as incompetent, unprofessional and unprepared to deal with the volume of sales they had over Black Friday/Cyber Monday."

"Ordered monitor online on Thanksgiving night. Site says "usually ships in 0-1 days." Believing this helped me to decide to buy this from Best Buy, and to buy it online rather than fight the crowds at the store. It has now been a week, and no shipment. 0-1 days is just a misrepresentation (lie). Attempts to call Best Buy's CS number are EXTREMELY frustrating--disconnections, 45 min hold times, completely unhelpful reps, no available supervisor. Apparently Best Buy's system simply doesn't have the ability to predict when a particular order will actually be shipped. Sent emails to CS department, only to receive an auto-response that says we'll send you another auto-response within 72 hours!
It is clear that Best Buy's business model is all about getting the maximum number of orders, locking out cancellations, and fulfilling them in their own sweet time."

"I ordered a 23" monitor online for Cyber Monday because I don't ever go to the black Friday events. People get in fights or get trampled. I won't go. Not worth it. So instead I caught the Cyber Monday deals. I ordered on 11/28/11 and got the free shipping. I realize that it might take a while but it said 0-1 day shipping. I figured by Wednesday I should have a tracking number. It's now Dec 2nd and still showing as In Process/not shipped. I emailed for the tracking number and all I got was a canned automated email saying that if I want to cancel or modify the order to call the 800 number. Then what's the point of offering email to get information if I'm going to be brushed to the side with a canned response telling me to call instead. This sucks. It's not that I NEED the monitor but it would make me more productive with this project I'm working on.

EDIT:So I call the toll free number and get the run around. You enter the order number the phone system loops around and asks for it again. If you refuse to enter the number in the hope of talking to a real person the system hangs up on you after telling you to call the same 800 number.

EDIT:Finally talked to a person. She said that a lot of things for Black Friday and Cyber Monday were backordered and I would definitely receive it before Christmas. I stated that it was not a Christmas present...it's for working on a project I have. I told her that this would be the last time I order from Best Buy. All she could offer was I'm sorry, Have a nice day."

"I ordered a GPS on Thanksgiving which said shipping is 0 to 1 day to ship out. I knew it would not ship out Thanksgiving so I figured it would ship Friday or Saturday. It is now a week later and I just got an email stating my items is ready to ship. 7 days is 0-1 days. What really upsets me is I went into BestBuy Black Friday morning after the crowd died down and saw they still had the GPS I ordered in stock for the same price I paid online. I asked an associate about canceling my order and just getting it now. He said I would have to call customer service. So I did while I was there and they refused to let me just pick the item up there and not ship the other one. They said it was past the processing time and could not stop shipment. Now it is a week later and is just now going to be shipped. I agree with all others that this will be my first and last time ever with Best Buy online. Very poor customer service."

"Best Buy sucks!

During Black Friday deal, i have ordered "Seagate-FreeAgent GoFlex Desk 3TB External USB 3.0/2.0 Hard Drive-Black-STAC3000102 SKU: 3551442" and the Order was confirmed. After sometime I got an e-mail stating "Not Available for Pickup. We're sorry, but the item you ordered is not available for pickup at the 62ND AND BROADWAY NY Best Buy store #1448.
If you still want this product, call us toll-free at 1-888-BEST BUY (1-***-***-****) to check product availability at a different store or warehouse, or to have the item shipped via free standard shipping. Please contact us within 8 days to choose one of these options. For faster service, tell us the order number when you contact us.

I called 1-***-***-**** to talk to an associate, at least 25 times between Saturday and Monday. Even after waiting for 30 minutes on phone with IVR, no one picked up the phone.

I went to the store, they offered me the current price and told they will not give me the product with the price I have purchased when the deal was going on. My question is, why did they accepted the order in the first place? if the product is not available.

To my understanding, Best Buy has worst Inventory management software and an ill-managed customer care.

I think, I will never purchase anything from best buy again."

"BestBuy.com is a rip off. You order merchandise online to pick up in store and you get an email stating the merchandise is not available at the store and to call customer service to have it shipped for free. The email also states BestBuy will not charge your credit card until they check availability at the store. BestBuy customer service does not offer the free shipping or any shipping at all, so basically the email is a lie and you purchase an item they can not provide. They also authorize your credit card which holds the money for 3-5 days.It's not "charging" your card but the money is unavailable your use for several days. SO you have no merchandise and no money for 3-5 days. It's going on day 3 and I still do not have the $650.00 back after I cancelled the orders for two laptops bought one after another due to their inacurracy of stock on hand at my local store. In addition, Bestbuy leaves the items on their website at least 2hours after they know it is not in stock in the local store.I personally timed the order after it happened to me the first time. I had to call customer service myself to have the internet ad taken down after I threatened to sue for false advertising. POOR CUSTOMER SERVICE, BUSINESS PRACTICES, AND BORDERING ON INTERNET FRAUD. DONT RISK IT FOLKS!"

"Best buy sucks, I ordered a printer to pick up in store and got a email that it no longer available the next day. I called the CSR and they said the same. I missed another same deal because of this stupid best buy online order with in store pickup. They suck and I will never trust their online order again or even buy again from them."