"I have NEVER been more frustrated with a company than my experience with a Best Buy online order. We ordered a 58" Plasma TV that came with a "free" Bluray player. Actually they charged for the Bluray and then deducted $500 off of the TVs price.

Sounds simple but was FAR from it. We decided to have the TV delivered and would pick up the Bluray player. We were told we had 8 days to pick up the player. On the 8th day, we drove 45 miles to the nearest Best Buy store only to be told by the girl at the pickup counter (Visalia, CA) that the player had been returned to the floor and the order cancelled because they figured we wouldn't be in after all.

Well, it seemed you could fix that easily but nooooooo. I told her it was their error and that they should correct it but she gave me a 1-888 number to call and said it was a corporate issue. So I stood in the store on hold for 45 minutes. No help. I had to drive back home with no player. Over the next couple of hours I was on hold 2 more times for approx. 45 minutes each time! Then when I finally get someone who could help me, she calmly says - give me your phone number and a representative who can help you will call you in 5 to 10 business days. I wanted to throw my darn cell phone out the window.

The TV was due to be delivered the next day and I didn't want the TV without the bluray deal.

So I did what any other frustratd Best Buy customer should do (and I convinced at this point that there are thousands!) - I called and cancelled my $4200 order and placed my order elsewhere :) And we ended up with a better deal AND we won't have to wait a week to have the TV delivered, it's in stock 30 minutes away from us.

From their 1.6 out of 10 rating, I'm not suprised with the outcome.

By the way, the manager at the Visalia Best Buy told me that it's not unusual for them to return items waiting for pickup early because people don't often pick them up after 4 days. Well, duh - what if they decide to come in the last day like we did?? He just shrugged his shoulders and said he couldn't do anything for me.

This was an absolute waste to a what would have been a nice Friday evening. But it turned into a nightmare and I spent over 2 hours listening to a voice yell in my ear "Buy with confidence at Best Buy!" every 3 or 4 minutes while waiting for a kind customer service person to pick up the line and offer some help. But it never happened.

I learned my lesson."

"These are the biggest scam artists I have dealt with.
Once you place your order there is no way cancel it.
I called customer service after 2 days of waiting
for my oder to be filled. I wanted to cancel (it would not ship in time for B-Day gift)3 different reps and a manager told me they could not cancel until order was processed. The oder automatically shipped.Then I was told they could not stop the shipping. I ended up calling UPS with the tracking number. Now have to call UPS on the day of delivery at destination and have them refuse delivery.
In the mean time I went to Amazon 4 days after I placed the order with Best Buy. They gave me immediate conformation and shipped the next day, same price. I buy 10k plus a year of computer equipment this is by far the worst experience I have had with an online retailer. STAY AWAY "

"On-line ordering is a complete waste of time and they have the worst customer service ever.

I ordered a couple of computer memory modules on-line for my wife's computer. When I arrived at the store to pick them up, there was a very long line at the online order pick-up desk. I waited 20 minutes in the line and when I got to the desk, they told me that this line was for Wii promotional sale pick-ups and that I should wait in line again at the Fire Dog desk for help! I pointed out to an indifferent staff that I had waited over 20 minutes already and that there was a sign right over our heads that says "on-line order pick-up". I also pointed out that there were no signs saying that this line was for Wii pick-ups only.

As I was losing my patience I proceeded to the Fire Dog desk to pick up my modules. I waited another 10 minutes in this line for someone to help me. When I got to the desk, they finally brought out the modules which were the wrong products. I had ordered desktop memory and they brought me out notebook memory. I notified them that these were the wrong products so they asked me to step aside and wait again while they get the correct modules. I waited another 10 agonizing minutes waiting for someone to bring the correct modules. After a total of 45 minutes of waiting I finally had the products I ordered.

There were no apoligies for the poor service, in fact they treated me like they were doing me a favor! In retrospect I think that if I hadn't ordered these products on-line, I could have walked right into the store grabbed the products I needed off the shelf and been out of there in less than 5 minutes.

Part II

I got the modules home and gave them to my wife as a gift. After she opened them on christmas I installed them for her on her computer. After installation the computer began to randomly crash. I did some tests and found that one of the modules I bought was defective. I returned to the store with my recipt to get a replacement. The on-line order pick-up desk seemed to be back to it's original purpose so I waited in line to exchange. I got to the desk and I was told that they could not exchange it because it was an online order. They could not explain to me how to exchange an online order. They said all they can do is credit the money back for it. Since they refused to do the exchange, I thought that they could just credit the original sale and I would go grab another off the shelf and purchase it seperatly. When I found the product I noticed that the price was now double what I had originally paid. I took it to the customer service desk and asked if they could sell it to me for the original price that I had paid and they refused. I ended up having to buy a replacement from Circuit City.

This is the last time I will ever purchase anything from Best Buy."

"Emailed about damaged DVD and mis-shipped game, was sent a canned response that told me to return the damaged DVD to the store (if that was convenient I would've bought it there in the first place) and nothing for the game that was shipped to the wrong address. I guess I'll just say "I've learned my lesson. No more Best Buy.""

"I didn't check Reselleratings for Best Buy because you see one every corner and they are the biggest in the country right? Mistake! Ordered a Plantronics sports headset that my wife likes and is Iphone compatible without an adapter, and she wanted it yesterday - so Newegg was out. Long story short, ordered it, waited 45 minutes for the confirmation email, went to the store, waited another 45 minutes for a parade of idiots to figure out it wasn't there. Another 15 minutes was spent trying to find the invisible person who checked stock and okayed the pickup in the first place. They give you $10 if they take too long to find it, but zippo if you drive 45 minutes to the story and they yank your chain - "April fools in December - we don't have it! Sorry fool!" Unbelievable."

"My mother bought me a Christmas gift from Best Buy store number 662 on 10/13/07. The product purchased was an FM Transmitter for an iPod at a cost (including tax) of $107.99. I opened the present Christmas day and realized she had bought me the wrong item by accident. Without knowledge of how much the product cost I returned the unopened transmitter to the store on 12/28/07 and received $43.19 in store credit. A few days later my mom asked me if I returned the product and found what I needed, I then told her that I had returned the product but didnt find what I was looking for and received a store credit. She then asked me how much I had gotten and I told her $43.19. I almost fell over when she told me that she spent over a hundred dollars on the product and it has just been sitting under a Christmas tree. So we searched the house until we found the original sales receipt, and sure enough she paid $107.99. So there is a discrepancy of almost $65.00. That brings me to today, 1/3/07. I took the original sales receipt, store credit card, and return receipt to store 662 and met a product process manager (Reggie). After speaking with him I learned that there was nothing he could do, apparently there is a 30 day return policy regardless of whether or not the product is opened. I informed him the I had no idea when the product was purchased, as I have said before, it was a present. I also inquired as to why I only received $43.19 in credit and he then informed me that whenever a return is made without a receipt the product is valued at the lowest possible price. Apparently this is a Best Buy policy that I should have been informed of, BUT WASNT, when I returned the transmitter. Not only that, but whenever a return is processed without a receipt it requires a managers approval which didn't happen either. If I had known that I NEVER would have returned the product! I then offered to give him back the store credit and let me keep the product and he also denied that request. So we were at a stalemate. I had a Best Buy receipt with a price paid, and a return receipt with a credit issued that is considerably less and Reggie actually crumpled up the original receipt and said it "Didn't matter anymore". I thought I was extremely pleasant under the circumstances and I have never been treated so poorly in my life. At this point I asked to see another manager and Reggie informed me that there was another manager present but he was on the sales floor, but he was reluctant to help me find him. I tracked down the other manager, a Customer Experience Manager (a little late for that) by the name of Jeremy Neff. Jeremy was very helpful and said there actually was something he could do. I'm not sure exactly how it works but he has to email another manager and have the return post voided and then he said "Maybe it will work and we can get you a store credit". I gave Jeremy my contact information and he said he would get in touch with me regarding the status of my dilemma. I feel as though Reggie was not helpful at all, in fact, disrespectful and rude during my interaction with him. I would like for the BBB to help me resolve this issue as I fear my problem will be shuffled around Best Buy personnel and NEVER be resolved. Why didnt Reggie inquire about other options before saying NO? The bottom line is, Best Buy has $65.00 of a customers hard earned money that has nothing but a sales receipt to show for it. As a devoted Best Buy customer that has spent literally thousands of dollars in various stores I do not feel as though I was treated fairly at all. "

"Excellent online experience. Ordered a ATI Hd3850 for $159.99, and the order was processed and charged the same day. Product shipped out the next day. A week later the product was on sale for $142.99, called the 1-800 number told the customer-service rep and a price adjustment was made. An excellent deal on this card!

The only problem I had was with the Bestbuy store, they did not want to do the price adjustment and told be to call the 1-800 number. The store was rude and not helpful. "

"I have had issues with this store in the past - Including a refrigerator I purchased that was delivered having its doors removed and carried OVER my neighbors car while I wasn't home (dealing with BB corporate over the broken door seal, so far so good). That being said - I was very pleased with BB customer service for fixing my mistake of purchasing music download cards instead of gift cards, and a very helpful employee who grabbed me the last copy of the futurama movie for my sons belated Christmas gift. Both the website and in-store service have been good of late."

"I am not sure why the other people said, "it's the worst customer service ever". But my experience with BB were great! I ordered wireless mouse and blue tooth on the same day from them. Although the delivery date was different on both items and one of them went to wrong address, I called the customer service and they replace my order that went missing (blue tooth) with 2 day ground shipping free of charge. I was satisfied with their customer service."

"Won an auction from Best Buy Auctions/Dealtree. They sent me a notice that I had won and sent a notice that the item had shipped. I never received the item. The said to wait 14 days and submit a claim. I submitted the claim and they said that the item had shipped. I asked for a tracking number. They never sent a tracking number or any other way to verify delivery. Stay away from these people, they are liars and crooks."

"
I always had a pretty good experience with this company; however I never ordered anything from their website. Yet since I was pretty much pressed for time, I made my order online and selected to pick-up in store. However I arrived to the store a few hours later after making other stops/shopping. There were about 3 people in line ahead of me, yet the wait was about a good 2 to 3 minutes tops. Great! So I thought… I got home set up my entertainment system & so forth, took the TV out of the box everything (set it up & so forth). All to come and notice that the TV was not the right one. I called the store & was handed down the line to several other people. I explained that I ordered the Westinghouse-32" 720p Flat-Panel LCD HDTV-SK-32H240S instead I was given the Westinghouse-32" 720p Flat-Panel LCD HDTV-SK-32H520S. I was told by a store employee that the boxes look alike but I got a more expensive TV for less. Okay, sounds great right? But when I looked onto the Westinghouse website the TV isn’t even shown, so my question is … did I get a discontinued model?

I looked for customer reviews and reports and found ONLY 1 out of the entire WORLD WIDE WEB, how ironic. The TV I ordered & went to go buy I read about for a few days, I know it wasn’t the best or top of the line but from different sites & so forth and even with the consumer’s report (that I paid for) gave the Westinghouse-32" 720p Flat-Panel LCD HDTV-SK-32H240S a decent rating (at least a 7.2 out of a 10). Not much I could say about the TV that was ‘supposedly/accidently’ given to me because the boxes are so identical. I called BestBuy back the next day & the same thing was said on the phone.

Okay, so now I’m like suck it up & just keep it since the reps on the phone are giving me this and that. But to my surprise I go BestBuy’s website itself and see how others bought the same TV and got a different one then expected. So my question again is; is this company trying to get rid of their discontinued models that were still in stock? So I call Westinghouse (1-***-***-****) this morning to ask questions and I get from a customer support rep that the Westinghouse-32" 720p Flat-Panel LCD HDTV-SK-32H240S has so far had overwhelmingly good reviews from what they have heard. And that the Westinghouse-32" 720p Flat-Panel LCD HDTV-SK-32H520S is pretty much the same – although the casing color may be different, however they could not find the television anymore in their system. Because they believe that you could still get support on the product but it is more than likely won’t be manufactured anymore. Leaving me to think, why? And how come so many others on the BestBuy website said they also were given the 520S over the 240S?

Now it is almost a full 2-weeks since I have received the TV, I am unsure if I should return it although I haven’t had a major problem (but for some reason it won’t set the time & date for me when I go through the menu-setup and there is no manual in the box or online to check for that model). I’ll contact BestBuy as soon as I could to see about getting the TV I have ordered originally.
"

"I placed an order with BestBuy.com and chose to pick up the order in store. I arrived at the store in Colorado Springs (First and Main) at 6pm to pick up my order and had ONE person ahead of me at the section for in-store pickups. It turns out the person was making a return, NOT picking anything up. At 6:35pm I finally got to the counter, but no one was available to help. Finally, at 6:55pm after 20 minutes of waiting at the counter (and 55 minutes waiting in total), someone finally was able to go get my order. Once this happened, it took them 15 seconds to get the order and less than a minute to complete the transaction.

I went to a manager-of-the-day named Jason to ask why additional personal were not working customer service (there were only two people) and why there wasn't someone dedicated to in-store pickups like Circuit City. He stated "comparing Best Buy to Circuit City was like comparing Wrigley Field to a hot dog stand." (this is a stupid analogy). He also blamed the problem on me for coming in two days prior to Christmas (it's actually three days). This manager seemed to be saying to me that I shouldn't be shopping at Best Buy during the holiday season.
Other stores don't seem to be having a problem - they have additional people on staff to handle the rush.

I will probably not use Best Buy's in-store pickup again. Circuit City has dedicated people for in-store pickups. They are personable and well-trained. In addition, if there's any delay, they'll give a gift card for the inconvenience.

It would have been faster to walk into the store, grab the items off the shelf and check out than using Best Buy's in-store pickup.

I'm very unhappy with Best Buy right now. I'm in the market for a wide screen TV, but I'll probably get it elsewhere.
"

"I placed an order with Best Buy online on 11/22/07. They stated they shipped it on the 23rd. I called them a week later after noticing the shipping process they use was still stated as shipping. They wouldn't discuss the product being lost or not delivered until 12/7/07.

I called them back again on 12/7/07 and they said they would ship it again. Unfortunately this time, they no longer had the product in stock. (Of course they billed me already)

I still haven't received my order and they keep sending emails asking me to call them to confirm that I still want my order. (Or other "options.") There is no other options other than me canceling the order.

Too much headache. I'll never order from them again. Stay away!!!

"

"Ordered a range from them online as they were offering a 10% discount over an in store purchase. Took the earliest delivery date, a little over 2 weeks later. This seemed kind of long as most local appliance dealers said they could do next day delivery. They did deliver on the date and in the time window promised, but the item arrived damaged. I have spent the last three days on the phone getting a run around trying to get them to pick the range up and bring me a new one. I will never buy from them again and advise that you do the same

Finally got through to someone today who could help me, after being on hold for about 30 minutes. It took her almost 40 minutes to arrange for my old stove to be picked up and a new one delivered at the same time. The first person I was speaking with told me I had to return the old stove first before they could ship me a new one. Only problem is the earliest they can do the exchange is Jan 7th. I did get them to give me an allowance for the money I paid for installation - not done through them as I will have to have the replacement installed as well. I don't know if purchasing in store from them would have been any easier. "

"I placed an order for 4 very small products on Nov 22, 2007. I received 2 of the items in 1 small package on Nov 28 delivered by UPS. I am writing this on Dec 3, 2007 and have yet to receive the other 2 items which for some reason were sent regular mail. I have repeatedly emailed Best Buy customer service and have only gotten the run around and no explanation as to why my order was not sent in one package and why half was sent UPS and the other half regular mail. I have emailed them almost every day for the past week with only vague answers and no resolution. I have a fear of things of value being sent by regular mail,being left in my mailbox and being stolen before I can get home to get it myself. I have asked that my shipping charges be refunded for the second order because it has taken so long, but they refuse to do this. Most retailers have free shipping and I made the mistake of ordering from one who's obvious customer service is no better online than it is in store. I will not go near the Best Buy store due to lack of customer service, I have actually stood in the store for an hour before being waited on. When you finally get help, so much of the time they are of no help, they don't know any more about a product than I do and if they get tired of you and trying to answer your questions they will just walk off. I will never do business with Best Buy online or in store again."