"Awful service. Never again will I shop on-line at this store. They will not refund my shipping charges even though they sent me a PC with Windows in French (not what I ordered), printer software in French, and a defective external hard drive. Yet on their website it states "we will gladly refund your original shipping cost if you are returning an item because of an error on our part." False advertising. The CS rep that I spoke to even told me that I didn't have an option of order the PC with Windows in French. In all, I waited in line for 1 hour and forty minutes to return incorrect and defective items. Definitely not worth the $35 shipping amount I was charged. Never again!!!!"

"I made a purchase online at Best Buy after reviewing their weekly ad online. The ad stated 18 months same as cash and 20% off for a camcorder I was interested in. Apparently the same as cash offer is for in store purchases only. Throughout the whole process the actual terms of the financing were not revealed until days later, when I looked online at my Best Buy credit card account. This is when I discovered the same as cash was for only three months not 18. I BELIEVE BEST BUY IS VERY DECEPTIVE IN THEIR ADVERTISEMENT ABOUT FINANCING FOR ONLINE PURCHASES!! I plan to close my account, and will never buy from BEST BUY again. There are to many other places that do a good job with customers (Newegg, etc)."

"BEST BUY PRICE GUARANTEE IS A FRAUD!!! After researching the web and local electronics stores, my wife and I decided to purchase our Pioneer 50" plasma television from Best Buy about 2 weeks before Christmas. The reason we chose Best Buy was because of their "60 Day HDTV Guaranteee". What a lie. The following weekend our tv went on sale for $400 less during their "2 Day Sale" the weekend prior to Christmas. We called customer service and was given the run around. The representative (his name was Robert with a strong Middle East accent) stated that for some reason because it was a Sunday that I called that he could not give me the price difference that night, and that I needed to call back Monday. Promptly on Monday morning I called 1888BESTBUY to get the price difference. This time a different rep told me that she (with another Middle East accent) did not have records of the 2 Day Sale and that the tv was still the same price on the website as when I ordered. After checking BestBuy.com myself, as expected the plasma was now back to the same higher price. She said she would have to forward the case to someone else and I'd have to wait 2 business days. Nearly 14 days have passed and I now get an email that says: "Our records show that the Pioneer-50" is currently on sale with the same
price as you purchased the item. We cannot give any low price if it is
not CURRENTLY posted on our website." What the hell?!!! They're crooks, plain and simple.

I've contacted a lawyer here in Boston and he says this is an easy case. We'll be taking this to small claims court and have already notified Fox25 News. Other people need to see what bad business they run. I wouldn't be surprised to find that their headquarters for customer service is in India like Dell's is.

STAY AWAY FROM BESTBUY.COM!!!!!!!!"

"I guess this isn't the fault of bestbuy.com but more of the local branches fault. Placed order on 12/25/06 for a 24 inch tv. Went to go pick the tv up today (12/30/06). Waited at the CS online pick up counter for over 30 minutes waiting for the tv. AFter 30 minutes, it turned out that the tv was placed by the entrance yet no one had informed the CS representative that the tv was up front. Then I waited another 20 minutes for them to find the paper work.... what? Yes, the guy had misplaced the paper work. What should have been a 10-15 minute trip in and out turned out to be over an hour wait. Beware of the Best Buy in Knoxville. They will make you wait forever and a day."

"it took bestbuy 4 days to get my item to ups, even though they charged me on the same day i made the purchase online.

1 week later i still don't have the item, and i believe it will take another 1 week to get here.

bestbuy relies on the UPS-USPS mail innovations system which is clunky, slow, and ineffective because money is definitely an issue, while customer satisfaction is not."

"Obviously “customer care” (as it is so eloquently put on their website) is simply a statement opposed to an actual function at Best Buy. I guess this is my own fault for not using Newegg.com as I usually do for all my electronics and computer related purchases. I was hoping our situation was the exception to the rule, but once I began reading reviews of customer experiences with Best Buy, I began to feel sick in the realization that so many have had problems with them.
December 15, 2006
We decided to buy a home theater system for Christmas as a family gift. I decided to give Bestbuy.com a try. They had the Panasonic system I wanted for a decent price and I felt that since they just opened a store in my town we might have a place to get more personal customer service if there were problems. I tried the new store but they didn’t have the system there so we went for the online purchase. We placed the order. The site claims items ship in 0-1 day. With Christmas approaching, I assumed it may be a day or so later, and didn’t worry much.
December 18, 2006
Five days later and our order status still showed as “processing” and my credit card had not yet been charged. Concerned, we emailed them through their customer care email system hoping to get an answer. In the meantime, we found the system we wanted on Newegg.com for quite a bit less, free shipping, and a guarantee that it would be there in 3 days! Foolishly we decided to wait and see what happens with Bestbuy.com.
December 20, 2006
No email reply from customer care. No shipping status online. No charge on my credit card. Irate with their lack of communication or action, I decided to cancel the order and go through Newegg.com (which I should have done in the first place).
10am: I called the customer care line to cancel and quickly realized their customer service line is outsourced. They could do little more than look up my information. Service reps use generic monosyllabic names so no one can be traced or held accountable (typical). I spoke with a rep who could not confirm if the order was shipped or not. All she could say is that is was “created” (whatever that meant). She claimed she could not cancel the order either. Of course any supervisors were in a meeting (same excuse I got later from the others I spoke with). Her suggestion was to call the manufacturer…HUH????
After 10 minutes on the phone with this cretin, I saw I was getting nowhere. I relented to call Panasonic. At least then they would know how poorly Bestbuy.com handles customers buying their products. A customer service rep (very nice and helpful) at Panasonic sympathized with me and even explained that she had 5 calls in the past 2 days from unhappy Best Buy customers who were unable to get any results. Unfortunately, as the manufacturer, there was nothing they could do.
11:30 am: I called back to Best Buy. Waited on hold for 10 minutes and was disconnected! I called back. At first the rep I spoke with was very cooperative and began the process of cancelling my order until she asked why I wanted to cancel the order. When I explained my dissatisfaction with their service, suddenly she told me the order was shipped in the 15th and will arrive on the 22nd. When I explained that I ordered it on the 15th and that I have yet to see a tracking number or any confirmation of it shipping, she began mumbling incoherently. Finally after a few moments, she assured me they could cancel it and that I would receive an email confirmation that it was cancelled. After hanging up I was still unsure of how well my cancellation was handled. I checked status online throughout the day and it continued to reflect the “processing” status. No email confirmation was sent. No communication whatsoever. Nevertheless, I contacted Newegg.com to order my system. The order was confirmed, billed, and shipped out in a few hours!
7:30 pm: After checking status and email all day, suddenly the status shows that it was shipped at 5:19pm! IT WAS NOT CANCELLED AS PROMISED! Furiously I called AGAIN to Best Buy. The guy I got was about as helpful as buttons on socks. Again, supervisor were all in meetings. At 7:30 in the evening?? I told him I knew that was a lie, I had been lied to by other service reps, and I was done with Best Buy for good…among other things.
I called the local store and let them know of my situation and was told that once I received it, I can return the item to them, which I had hoped would be the case. They also told me that if I explain the situation to a manager, they may waive the restocking charge. Hopefully the manager isn’t in a meeting. Even so, the cost for my system at Newegg.com is about 20% less anyway, so I will STILL come out ahead.
Best Buy’s customer service is ineffective, deceitful, and woefully inadequate. I’m not sure how they stay in business this way. This explains the 15% restocking charge. My next major electronics purchase will hopefully be a flat panel HD TV. I certainly WILL NOT check out Best Buy and I am urging others not to make the same mistake.
"

"Stick with Amazon.com!!! I placed an online order with Best Buy at the beginning of December for a CD. It was supposed to be a Christmas present for my mom. I'd only ordered from them once before and they seemed all right, though I wasn't used to paying for shipping. I had a gift card, so I decided to use it for the CD. Many days passed, and no CD. I checked the tracking information and discovered that they had sent it to the incorrect address, in a different city, no less! I thought maye somehow I had screwed up and put in the wrong address, but I checked my account and found that my correct address was listed as my primary, shipping, and billing address. I contacted customer service (and I use that term loosely). After numerous days, they responded and told me I should go to where the package was delivered and attempt to retrieve it. WHAT?!?!? That's their solution for THEIR mistake? Eventually, the CD was returned to them...so they credited my account...minus the shipping costs and tax. So...THEY screwed up and sent it to the wrong address, told me it wasn't their problem, then when it was returned, rather than shipping it to the CORRECT address, they credit my account but keep the shipping costs and tax? So, I paid to have them ship it to the wrong address. Great. They refuse to resend it or reimburse me those costs. And of course, they don't let me know that until three days before Christmas. I will NEVER order anything from them again. What a horribly ridiculous company."

"Invoice number is from receipt on 12/9/06 in store # 0347 purchase in Lafayette,La. I have seen or heard of a company that has the worst customer relations and wants to stay in business. Also, their return policy needs to be reviewed. My wife wanted to return a camera on 12/19 to BestBuy. The only problem with the box was that she pulled down a piece of tape so she could slide out the camera half way and then push it back in and pull the tape back up. The manager in that dept.took the box from her and told her that it will be a 15% charge to restock the camera. I understand the return policy, but the manager then pulled off the tape from the box and damaged the box. My wife went around and around with this jerk. She gave up and was charged the 15%. Little did he know that she was going to exchange for a different model in BestBuy.He did not give her the chance- he just went off on her about the 15% charge. He needs to be re-trained. I came to Best Buy from Circuit City back in 1999.Guess What? Going Back! "

"Item was back-ordered for 2 weeks. I called to cancel and was told the order could not be cancelled. Item shipped a full week later. Then, I was charged $399 for shipping what turned out to be a 20 pound package shipped across only a couple states (cost of $12.57 UPS). The inside had no padding and was severely beat up by the time it arrived. CSR promised to have someone call or email within 48 hours about a shipping refund, no response whatsoever. Shipping charge was disputed with my Credit Card company. Chase made no effort to contact Best Buy, stating disputes could not be made on shipping and handling. DO NOT purchase from Best Buy. You've been warned."

"Was told order was ready for pickup. Went to store and was told order wasn't ready and to come back a few hours later after standing in line for an hour. Was blown off by the manager. Never will do business with them again."

"This should come as no surprise to anyone reading BestBuy ResellerRatings. It appears BestBuy has a long history of customer dissatisfaction of one type or another.

RE: BESTBUY'S ACCIDENTAL DAMAGE PROTECTION PLAN

aka the ADH PSP

If you purchase a product which you may use while traveling outside the country in which you made the purchase, be warned, the ADH policy is not what you might be led to believe.

I purchased a laptop on 10/4 from BestBuy in Nashua, NH. Ordinarily, I do not purchase protection plans, but I thought it might be wise to do so this time since I travel frequently between the US and Canada – obviously a broken laptop on a business trip is useless. I specifically asked the saleswoman if the North American coverage of the ADH plan permitted me to walk into any BestBuy in the US or Canada for repair/diagnosis. She replied yes. I plunked down about $350 extra.

Zip ahead less than two months. I was in Canada and in need of diagnosis for a wireless network problem I was unable to resolve - even a call to HP support did not resolve the problem. The problem was with the laptop. It was unable to identify and communicate with the embedded wireless device after more than a month of normal operation. I tried everything including a clean restore to the defaults. So I called the local BestBuy in Montreal, Quebec to inquire about bringing the laptop in for diagnostics and repair. I was told that they could not accept it and I should call the toll free Customer Care number. I did. The customer representative at first could not figure out why the local BestBuy would not accept my laptop. Upon further research he discovered that there was yet another number I had to call for international service. I called the new number and the woman I spoke with explained “the process” to me.

Here’s the part consumers should read carefully. First, “the process” is not explained in the ADH pamphlet or at BestBuy’s website – even in the fine print. I find that to be VERY deceptive. Second, I have tested the ADH knowledge of several BestBuy employees since the event described above. Clearly, they had never received any information or training related to how ADH (or the standard PSP) works outside the US….each time they were surprised and shocked to learn the truth. So BestBuy doesn’t arm its employees with this knowledge even though the employees are permitted to sell ADH/PSP coverage to consumers. How convenient. And it gets worse.

If you are outside the US with a device you purchased in the US, even if you are standing outside, say, the BestBuy in Montreal, you cannot get your device repaired by BestBuy. You must: 1) find a repair shop yourself…any old repair shop apparently - Best Buy doesn’t care and does not maintain a list of recommended, reliable, local third party repair shops; 2) submit your device for repair and pay the cost of repair up front out of your own wallet (assuming you have enough cash or an accepted CC on hand to do so). 3) Submit the invoice for reimbursement, by snail mail, to an address provided by BestBuy….did I mention that the reimbursement can take up to 6-8 weeks?

In contrast, under the same ADH PSP plan, if you’re in the US you can walk into any BestBuy to have the device diagnosed, repaired, or replaced at no cost to you.

It is now December 4th, 2006. Walk into your local BestBuy and ask about PSP or ADH PSP coverage in North America. You’ll see exactly what I mean. I did write to BestBuy to complain. It responded with the typical “nothing we can do about it, sorry” attitude, which I anticipated. I responded with a list of recommendations about how to fix the problem, including a better cross-border support plan, and brochures (and employee training) that include international support information. The ball is in their court. Personally, I’ll never buy another protection plan from BestBuy again.
"

"About a year ago my old xbox broke. Since I didn't have a warrenty, I decided to check out the xbox 360. Since it was still considered new I had a hard time finding one.
One of the workers at the store told me I could buy an xbox along with the warrenty, and within two years bring it back and they'll put it towards store credit for a new item (xbox 360).
I returned to the store a year later to do what I was told, and they told me i was misinformed. That I couldn't do that. I ended up calling 1-800-bestbuy to tell them what happened. That I was told one thing from there employee, and then later on wasn't able to actualy do so. All they could tell me was that They were sorry, and I should have read the agreement.
I will admit, it was my fault for not reading the warrenty when I got home and will always do so for now on. But I think its a shame that all they had to say was Im sorry about you losing $200 and they will file a complaint.
Complaint?! what is a young kid who makes $7.50 an hour and maybe works a total 5 months there before leaving care about a complaint?
This place makes me sick.... and I will find a way to get my moneys worth."

"Not sure what to do...

I was able to order one of the samsung 931BW 19" wide-screen monitors for $129 on Thursday at bestbuy.com. Shortly afterwards, it was sold out of their website. I received an email confirmation regarding my order and that my order is "in progress" and will ship in 0-1 days. Today, I received an email letting me know that my order is "in progress" but is currently on backorder. Here is the email:


Dear $#$#$#:

The item listed below is not yet available to be shipped. We expect to ship it within the next 1-2 weeks. We will ship the item earlier if it becomes available.

We apologize for any inconvenience. If you would like to cancel this item from your order or have questions, call us toll-free at 1-888-BEST BUY (1-***-***-****). For faster service, tell us the order number when you contact us.

If we do not hear from you before we ship the item, we will assume that you have agreed to this shipment delay.

Thank You.
Best Buy Customer Care

This also happened to a friend of mine who order the Westinghouse 22" monitor for $199.

Should I wait or cancel my order?

UPDATE...........UPDATE.........UPDATE:

Best Buy cancelled by order because they are no longer getting the 931BW monitor. I would be mad, but they gave me a $120 online coupon to put towards any future purchase. It actually works in my favor because I can put the $120 towards a better monitor (19" NEC or 22" Samsung 225BW).
"

"I am very Dissatified with the Best Buy Location in Bay Shore Ny. I had Brought my Gateway in for repair undre the PSP I had purchased. I brought it in first on September 17th 2006. I reported to them that the computer would restart randomly. The said the would run a complete diagnostic on it to find out why it was doing that. About a week later I call them to find out the status. The said to me they found nopw problems at all when they ran thier tests. I was like are you sure they said yes there is nothing wrong with the system but perhaps you should have us install a virus program for you. I had had a friend a few days prior to when i brought it in look at my computer because I had thought it was a virus , however it wasnt and he had just installed a virus program that is great so I knew I didnt need a virus program that they wrre trying to sell me.
I Picked up my computer hooked it up and the problem that I brought it in for happened right away again! I called them back and told them. They said well brongit in again and we'll check again and may have to send it out. So I brought it back again. The called me a few days later saying they found no problems still, and said they would have to send it out. I said fine. They said it would be about 3 weeks.
So two weeks pass and I cal lthe store to find out the Status and they tell me oh yeah its back but they found NO PROBLEM. I went down to the store to pick it up. And I was like they STILL have found no problem and they told me yes. The kid behind the counter then was trying to tell me maybe its a problem at your house. Im like no its not , i have a temp computer hooked up and is working fine. He still suggested i buy a better power surge that the unit fine. I get it home same thing happens right away retarts on its own, but now is making a loud beeping noise as well and wont even get going at all. It constantly rain the reboot cycle.

So today I took a chance and drove 30 mins to another best buy location in East Northport , ny.
They hooked up the diasnotic test in front of me and it showed there was a RAM problem...however on Bayshores test results it past all the tests!!! They guy even said to me how did they not pick this up? I said I have no idea.
I do not have the computer back yet so im not sure if the problem will be fixed but i have some faith in the east northport store.

Im disgusted with the bayshore store. Ive been gooing back and forth to them for 2 moths and they NEVER found a problem where the east northport store found the problem in less then 5 mins. I P lan on bringing the report from the east northport store to the Bay Shore store manager even thought im sure it will not make a difference. I will never deal with the Best Buy Bay Shore location ever again. "

"best buy deserves to be blasted for the scum they are ijust bought a sony shelf system stereo from them open item as is.no problem there very nice product.I get and relize there is no remote I go back next day and try to get them to order a remote for me and they refer me to best buy.com. best buy.dot com will not do anything for you without a CREDIT CARD!!! I doe not have or do I want a credit card period!!!there are tomany lowlifes among us who like nothing better than to get hold of your credit card numbers and really put ahurtin on you! but back to bestbuy I got no help from bestbuy.com and made asecond trip back to the store and spoke to a manager,he would not help me either gives me this line of manure that the only way to get this remote is through bestbuy.com and I must have a credit card to do so. WHAT A LOAD OF CRAP!!!folks I am 51 years old and back in the day when you walked into a store and bought something the sales people would just about bend over backwards to keep you as a steady customer.this low life told me if Ididnt like the stores policys to return the item for refund.Itold him Iwill never spend another dollar in this store and he says that is my perogitive.It just goes to show you that the only thing these stores are interested in is the sales charts Idid however find an easy way to get the remote however,circut city told sure just dial 1 800 remotes so easy go figure!!!
















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