"I purchased a digital camera from Best Buy. Upon returning home I found the box had been opened and the camera was inoperable. I took it back to the store 2 days later and was told that "I had broken it". They would not give me a new one nor return my money. I have filed a complaint with the better business bureau. I was basically called a liar and will never shop there again."

"Customer Service???? NON EXISTENT. Best Buy takes zero accountability for the items they sell. I purchased a 46' Toshiba HD DLP TV on the 28th of January. The picture is absolutely horrible! I had the Toshiba service person come out & take a look at the TV. He agreed that the the picture was horrible. He could take the TV & attempt to fix it but since it was only 2 weeks old he recommended that we take it back to Best Buy for a new one. I called BB & inquired about bringing it back. They had none in stock but I could bring it back & get the 52'. I asked is they were willing to give it to me at the same price. You guessed correctly, there was no way they could do that. I then asked them to locate another 46' for me & they said that is not BB's policy. They are a national retailer, it is the year 2006 & they are not able to look at their overall inventory & ship me another TV????? The "salesperson" then proceeded to tell me that this TV was a clearance item & that they had so many issues with it that they would not be restocking it. Funny, the "salesperson" who sold it to me along with all the consumer reviews I read on it said it was one of the best TV's. Incidentally, when I purchased this item it was never mentioned that it was a clearance item nor were there any tags on the display or notations on the receipt stating it was a clearance item. I told the person on the phone that this sounds vaguely familiar to "Bait & Switch" Tactics. Get the consumer to buy a less expensive item knowing there would be issues & then get them to replace it with a more costly item. I informed him that I would be calling Minneapolis & see what they could do for me since he was "not allowed" to do anything more. He took my name & number & said he would do some more searching.
Calling Minneapolis proved to be even more discouraging. "Sorry, there is nothing we can do, we can only offer you what the store has in stock." Why be a national retailer if you only can sell what is in a specific store's inventory? She said that they are just not allowed. I am not aware of any govt regulations that do not allow you to ship direct to consumers from distribution centers,stores, or even direct from factories...
She then offered to connect me with Toshiba directly. She suggested I take the TV back to the store & work directly w/ Toshiba for a new one. Essentially Worst Buy is the middle man & takes no accountability for the items they sell. They just sell them & make a profit. If there is an issue Worst Buy does not want to hear it. "

"LCD TV shipped and was delivered as promissed. the "free" stand has still never been shipped and we are still fighting about it. They promissed to ship the stand and now the lastest email says they will ship if I promise to place another order in 14 days.

The only negative is the customer service so far."

"Very good service, and fast delivery. Got the product for a very special price. I wonder why other users have had such a bad experience with this store; I personally thought it was a great store.
My order included two items, one of them was back-ordered at the time of purchase, and it was estimated to be delivered in 1-2 weeks. The next day I checked the order status (which is really easy to do on their website) and the BO item showed up now as available and ready to ship. I got the items in two seperate packages, and 2-3 business days apart. The delivery was fast (I chose the cheapest shipping) and they kept updating me by e-mails on my order status. Overall, my experience with this store was pleasing, and I am willing to buy from them in the future. "

"My wife received a car CD player as a Christmas gift this past year. Knowing that she wanted a new car I was hesitant to have it installed. Sure enough, she sold her car and wanted a DVD player for her new one. We went to Best-Buy with the intent of exchanging the stereo for credit towards a new DVD player. When we went to the counter we were told that we had to have the receipt before they would even consider an exchange. We went home and called her parents to have them send the receipt from Florida. Once we received it we went back to Best Buy once again to look at their DVD players. After standing there looking at the ones they had to offer, attempting to get help from their staff for 15-20 minutes, we decided we would just return the stereo and go somewhere else. Once we got to the exchange/return desk (they sarcastically call it a customer service desk) we were informed that there were no exchanges or returns after 30 days. The young man behind the desk informed me that he did not have the authority to make any exceptions. Therefore, I asked to speak with a manager. Ten minutes later another young man approached me and asked what the problem was. Immediately he became sarcastic, rolling his eyes, shaking his head, and shrugging his shoulders. He informed me that if it were only a couple of days he could make an exception but since it was twelve days he was not willing to. He also informed me that they had given anyone that had made purchases in Nov. an extra month as well. Another exception. I however, was not entitled to one. He also informed me that all electronic stores have the same policy. Not true, I visited Conns within the hour, was greeted by a salesman at the front door and they had no such policy. I then asked to speak with his manager and in response he wrote down the 1-888-BESTBUY phone number. I repeated that I wanted to speak with his manager and he sarcastically asked if I needed him to write the number down again. I then demanded to speak with his manager. Ten minutes later another young man walked up and before I could even explain my situation he told me that he would make no exceptions and that he was glad he didn’t have to take it back and sell it at a discounted price. I was flabbergasted that he would even say this to me. I walked out of the store and called their customer service number and though they did not say anything offensive I still was dissatisfied with our conversation. I assumed that since it was an unopened package, was purchased by her parents while visiting during the holidays, and the receipt had to be mailed from Florida, they would be willing to work with me. It was only $100 dollars, the money was not that important. A little compassion would have gone a long way. They may get to keep the hundred, but they will loose my thousands in the upcoming years. One good thing did come out of this however, I realized how valuable customer service is and found it at Conns. They will get all of my business in the future. "

"I visited Bestbuy just yesterday at 4:53pm and was ready to pickup an order for a new Seagate 400mb hard drive. I waited at the pickup counter, and waited, and waited, and waited and finally was asked if I need help after about 15 minutes. I watched the girl and she wasn't doing anything and they never said "I'll be with you in a few minutes" I got nothing! I then explained I was picking up an order and the girl was really nice, but I'll tell yea, this store lacks customer service. I Rate it a big ole 0.

I also was listening to another customer having problems with an iPod purchase. I listened to the conversation from Geek Squad balling out a little 13 year kid for screwed up the iPod and they wouldn't even help them. What a bunch of jerks! I don't think I'll ever shop there again unless I'm forced to.

My hard drive needs returning after just one day but I guess this wasn't Bestbuys fault. I waited to return item and I had to wait over 25 minutes and the store wasn't even busy. Not one person was helping me out! Out of like 7 Bestbuy people and I was the only person at the counter and I got nothing. Manager needs to be fired!!
"

"I received a Sirius Sportster Replay sattelite radio for Christmas. It was purchased at Best Buy and I had it installed there. After about a week it stopped working and Sirius tech support told me to take it back for exchange. I did that on 1-12-2006 when I was told that there were none anywhere at any store within a 45 min drive but that three were due in on the truck the next day (1-13-2006) and that they would hold one for me. When I went to the store on 1-14-2006, lo and behold, no product. I was then told that it was ACTUALLY due in on 1-19-2006, which matched the claim check invoice had received a few days earlier (on the 12th.) On the 19th I called and guess what? No Sporters, in fact no Sirius equipment at all. On 1-24 or 1-25 I got a call from Best Buy and guess what? The guy calling was checking to see if I had come in and picked up my exchange yet! I asked him to go see if there were any Sporter Replays in stock and of course the answer was no. I informed him that I had indeed NOT yet exchanged my defective product and would like to be called as soon as the product came in. Well fast forward to 2-1-2006, today as it happens. I went in and checked the mobile audio department and of course no Sportster replay, although the kind salesboy there offered to sell me the home docking kit (useless without a functioning Sporter though...) Next I went to the Customer Service desk and asked for a manager. The girl paged for "an M.O.D." which I can only assume stands for Manager Of the Day. After waiting for about 5 min (just long enough to make me wonder if anyone was actually coming) I was greeted by some guy named Blake, who incidentally was wearing the exact same uniform as everyone else there. I asked for his business card, to which he replied that he didn't have any. I then laid out my story to him and his first response was call mobile audio and ask them if they had a Sportster, and like I said mentioned the answer was no. Then he spent about 30 seconds looking at the computer and then replied "we don't have any but I can order you one." I told him that this response was unacceptable, which he responed to by becoming very confrontational, saying things like "I can't just make one of these things" and "this stuff is all handled on such a higher level that there's nothing I can do about it. I told him to order it and that I wanted to speak to his boss. His response was that she would not be in all day and to claim that he was in charge of the entire store. I then asked him what would happen if he were to collapse or quit or something, what would the people working there do? His first response was a smart alec, "well I hope they'd call 911." I pressed him on this matter and never got a straight answer. I pressed him some more and asked if this meant that he was refusing to help me any further and he replied (and I wrote it down to be sure,) "that's right, I'm refusing to help you" and when I'm done I'm going to ask you to leave the store because you are upsetting other customers. Well I could go on with a little more 'he said, she said' but the situation is really beyond that at this point. The bottom line is that in more than 3 weeks of waiting, the only thing Best Buy has provided was empty platitudes and an attitude that makes it clear that they consider a customer with a valid complaint to be nothing more than a irritation, not the bread and butter on which they survive."

"Purchased a Sony digital camera. I specifically stated I needed the camera to be compatible with the Sony memory stick. Was told by the sales person that it was, and was then sold a $40.00 memory stick to go with the camera. When I gor home, I took the Camera out of box, and discovered the memory stick did not work with the camera. I promptly put the camera back into the box and went back to Best Buy. They insisted on charging me a $30.00 restocking charge, admitting they were in error in selling me the camera. I asked to speak with a manager and got a young kid, who wasn't interested in explaining why I had to pay for their error."

"Well, you almost only hear about the bad, I just posted a poor rating for another store, but my last experience at Best Buy was very good.

I have been hunting for the newly released Nikon D200. They are VERY hard to find right now.

I happened to check on line and there was one Best Buy in all of California that said it was in stock. I assumed that this was a n inventory error, but decided to call.

They did indeed have them in stock, two of them had arrived just that afternoon and had not even been put out on display.

I asked them to hold one for me. I went in the next day and purchased it with no problem. The unknowing sales person said she had several people try to get her to sell it to them but she held it for me. "I had to fight them off with a stick" she commented. "Why do they want this camera so bad?" I then explained the current difficuties in getting a D200 anywhere!

Oh, they held the camera all without a credit card or anything other than my first name.

I know these stores can be a pain - but sometimes if you know exactyly what you want and it is right there in stock you may have a good experience.

This was one of them."

"This comment addresses Best Buy service only.
I purchased a Sony DSC-P8 with 4 year Performance Service Plan (yes, I know the PSP is ill-advised and will **never** be purchased again). The camera worked well for a time but recently developed an issue for which we needed to take advantage of the PSP protection.
They were friendly enough, listened carefully, took notes and took the camera. It was returned to us on-time but that didn't matter a whole lot since the problem remained.
Frustrated we visted the store again, explained how things were no better and that we really needed it fixed in time for our vacation. Again, they smiled, took notes and our camera. We received it back a second time and once again, it was no better. So, we're six days away from leaving for vacation and these morons have been capable of sending us on vacation with a broken camera.
I called 888-BESTBUY (BTW: to get to a human, dial the number then select 1, 1, 1, #, # and ignore the prompts for your phone number) and was transferred to "PSP Support." After 14 minutes of hold music, I hung up and tried again. This time I actually spoke with someone and basically had the terms of my PSP contract re-read to me. The only solutions they offered were 1) send it again, 2) send it in as an expidited order, 3) visit a Sony-certified repair shop and then try to get reimbursed through BestBuy or 4) turn in the PSP and get a pro-rated amount returned to me. Since none of these are actually helpful nor was the manager I spoke with, I will be buying a new camera from somewhere online and turning in the left-over amount of my Performance Service Plan. This conglomerate does not know how to care for customers."

"beware if you are buying anything from bestbuy.com, i ordered a laptop on 3rd they processed my order took money from my credit card and after 2 days they says my order is backordered. and after 10 days they just cancelled my order without any prior information.i tried to talk to their customer service they will say they couldnot verified my address which is totally wrong."

"Be careful when ordering from bestbuy.com and choosing in-store pickup. Six hours after I placed my order for a tv, the store (Burbank, CA) still had not acknowledged it. I went there and begged a customer service agent named Ana until she finally called someone to bring up the tv. But then, she insisted that to actually get the thing, I'd have to wait in a huge line of people who were returning stuff (after-xmas). No way would I wait yet another hour for the privilege of giving them my money. I cancelled my order. What an idiotic way to run a business."

"I made a purchase through bestbuy.com for three items, all of which were listed "In Stock". I received a confirmation order for my purchase stating all items are in the process of being filled.

The next morning I receive an email stating that two of my three items were backordered. So I went back to the website and sent off an email to customer support asking why the items were listed as being In Stock when they clearly were not. I did not get a reply so I sent a second and then a third email.

It was at this point that I discovered another problem. Best Buy has a policy which says they will not charge your credit card until your items are shipped. They charged me for all three items, including the two that were backordered!

Finally I decided to call customer support to cancel one of the backorderd items and see if I could receive a discount for the shipping on the second item. I also wanted to know why I my credit card had been charged when none of the items had been shipped.

The woman I spoke with was very friendly. She took care of my cancellation after keeping me on hold for about 5 minutes. I then asked her about the credit card charge and she told me that they "hold" the funds immediately after purchase but dont actually "charge" the card until the item is shipped. I explained to her that I didnt think that made sense because my credit card is missing $118.00. Clearly it had been charged.

She couldnt give me a satisfactory expiration. She assured me that my card would be "credited"
for the canceled order. (How do you credit something thats on hold?) I then moved on to asking for free shipping on the second item. I was not being greedy. I was still willing to pay shipping for the item in stock. She would not do it.

So with frustration I ended the call. Content that I would get my money back and get the two products I purchased.

It took a week to "unhold" my money back to my account. I did not receive free shipping on the backorder. I did receive an email response for one of the three I sent to customer support, two days after I spoke with them on the phone.

Overall, the price on the two items I purchased were the best I could find. But the funny business with my credit card and the less then helpful customer support have forced me to shop elsewhere online. I will still shop in the physical store though. I dont expect any employee to try to hold my card for me while I walk around the store."

"I got $500 worth of gift cards for Christmas. I found a nice Sony 32" flatscreen TV. The price was $549... It had an Online discount that brought the price down to $522... WITH free shipping to my door.
I decided to go to the store and see what else they had, in case there was a better deal in-store.
I arrived at approx 8:45pm... Did a little looking around, but liked the Sony 32" flatscreen the best.
After spending 10 minutes looking for a salesman, I finally got a guy to take care of me... He pulls up the advertised TV on his screen and tells me the price is $549... I said that I just saw it online a few minutes ago for $522. He pulls it up online and says "NOPE... Here it is... $549"
After arguing with him a minute or two, I told him he just lost a sale on a $500 TV and I walk away...
On the way out the door, I mention this to the guy that checks receipts out front. He says: Oh, that's no problem, just see the customer service girl at the front desk. After waiting in line, she tells me that price is for internet purchases only. I said: "Do you mean to tell me, it would be cheaper for me to walk out of the store, go home and have you folks deliver it to my door ??? .... THAT just doesn't make sense to me... "

I go out to my truck and call my brother (In ANOTHER STATE...btw) I tell him of my problem in the store and he suggests that I give him all the Gift and CC#'s so he can order/pay for the TV online.
It works... I buy the TV for $522... He supplies me with an order confirmation number and I walk back into the store...
I show it to the gal at the customer service counter, and she directs me to another guy at the other end of the counter. After waiting in line a few minutes, I'm finally waited on.
Now, the guy behind the counter won't accept a handwritten confirmation number... He said it needs to be printed out on paper... And that the guys in the computer dept can do that for me...
I finally get the attention of one of the computer guys, and explain the whole situation... He sends me back to the TV dept... By now I'm getting pretty angry...
I go back to the TV dept and find the same salesman that couldn't help me earlier. I show him my order confirmation number and the price I paid. He was surprised, but cool about it. He takes me to a computer terminal in the middle of the store to print out a copy of the order confirmation number... After fumbling around the website a few minutes, he finds my order... He clicks "Print" and the printer jams up... Soooo... We walk back to the TV dept... He's able to find the order on his computer now, and is finally able to print a copy for me.
He tells me to go back to the front of the store and retrieve a big cart for the TV. I come back with a big cart and load the TV on it.
By this time it's almost 9:45pm
I wheel the TV to the front of the store and stop at the customer service counter AGAIN. A different kid waits on me this time, and asks who was taking care of me earlier, that he would go get them. I said: "NOBODY has taken care of me, OR given me more than 5 seconds of thier time yet... YOU will do just fine."
He says: "Oh, OK... Let's see here"
He types my order confirmation number into his computer, and gives me a funny look... He turns to a co-worker and hands everything over to him... This other guy types everything in his computer and says: "Your order is PENDING."
I asked what that meant... He said:"That means it's pending"
I said it's NOT pending. RIGHT HERE is my order confirmation number and RIGHT HERE it shows the last 4-digits of all the gift cards AND my credit card, INCLUDING the amount charged to those cards. This TV is BOUGHT AND PAID FOR, all I need to do now is LEAVE with it.
He said:"Well as long as it show pending on my screen, it doesn't appear to be paid yet..."

By now I'm absolutely FUMING and having trouble not making a scene...
I said LOOK... I've had enough. I want to speak with the highest ranking individual in the store RIGHT NOW.
The kid walks back to a cubicle and returns with the managers remarks... "The order is PENDING and has not been processed yet.... You can't pick up your order yet."
I said I'd like to speak with the manager RIGHT NOW and IN PERSON.
The manager comes over and is very polite. He asks what the problem is and how may he help.
I said: "I'm going to try and explain this as politely as possible given the circumstances.."
He listens to my whole story and how I've seen and spoken to no less than 6-8 different people, been there for over an hour, and yet here I am, STILL unable to leave with a TV I've bought and paid for. Including having to order it online via my brother in another state. He says hang loose a sec and we'll get this all squared away... and apologizes for all the incompetent seasonal help.
He pulls everything up on his computer, looks at my ID and gift cards, and prints out a receipt for me to leave.
FINALLY, I'm able to leave the store at 9:58pm...

What a nightmare... I'll NEVER step foot in another Best Buy store again.
"

"I went to Best Buy and looked at three HDTVs. I asked the salesperson to check inventory to ensure that they were in stock. He checked and all three had at least three units. Went to Best Buy online that night because they gave a discount for ordering online. Their site confirmed that the TV I picked was in stock and they sent a confirmation e-mail the next morning. Went to pick it up and proceeded to wait in line for a half hour because they had so few people working. After waiting, gave confirmation letter to customer service representative and she called to have the TV brought up. Keep in mind the TV has already been paid for AND I got a confirmation from the store that morning that it was already waiting for me. Manager came out after another half hour and said that somehow the TV wasn't there. They then tried to sell me either a returned model or a display model that was sitting in the back for two years without even offering a discount. When I rejected these he tried to sell me an inferior model and made no more attempts to compensate me for my wasted time or trouble. Suffice to say I cancelled the order and Best Buy is on my "never buy from again" list. With superior alternatives available elsewhere I would recommend people avoid the hassle of shopping at this useless chain. Ironically, they had signs up proclaiming that they were the district's best store for many, many months. This leaves me to wonder just how bad the other stores are."