"Have not received order by 12/25 after ordering on 12/8. USPS tracking says package stuck in Franklin Park Illinois. Three calls to customer service unfruitful due to lengthy 15 to 20 minute wait times and I gave up. Email on 12/22 was responded to on 12/25. They offered to reship items but by now Christmas is here and had to buy another item for my son. Terrible. I will NEVER again order from Bestbuy.com."

"On 12/17/04, ordered a $260 DVD player, a case for it, and a DVD online for an Xmas gift. Did not open the boxes until 11:30pm on 12/22/04, when I was wrapping. Open the box to find that they have sent me an RCA discman instead of an RCA DVD player. I call 1-800-BEST-BUY. The 1st person I spoke, Ken,didn't speak English very well and it was hard to understand him. He said they could either refund my money or ground ship a new DVD. I asked about in-store availability; not available. I said I wanted it overnighted so that I would have it by the 24th. He didn't make much sense & it was frustrating explaining over and over the problem I had. I asked to speak with a manager and he said the mngr. will tell you the same thing I am. I said fine, but I don't trust you and want to speak with a mngr. Put on hold, then I was told the manager's were all on their own calls. I reiterated I needed to speak with a manager. A minute later I was on the phone with Lily. (Again, poor English.) I asked that the DVD be overnighted to me and that they send a pre-paid shipping label for the cd player. She said they could refund my money or ground ship the DVD player to me. I said I needed it for Christams and wanted it overnighted. We went round and round with her saying they could not overnight it because it was a reship and me saying it wasn't a reship because I never received the correct item in the first place. She explained the system wouldn't allow her too and there were rules. I said I worked for a national company before and exceptions are made when the company has screwed up so much. She explained she was hired and paid and trusted to follow the rules. I asked for someone higher& she said they aren't working right now, but they'd never talk to you anyway. There were long silences as I sat in exasperation at the lack of customer service or care. I finally said why can't you refund the $ on this one and place a new order and overnight it. She said ok but I would have to pay for shipping. Best Buy won't comp me $17 after all this? No. She's sending a "lost" form so I file a claim for the money. I doubt I'll ever see it. She also wanted me to ship discman back at my expense & then file a claim. Yah right. Reporting them to Better Business Bureau and they have lost my business forever."

"Ordered two usb hubs for in store pickup. Got notice they were ready to be picked up. Went down to pick them up after a couple of days. Turns out they had pulled the wrong usb hubs. Manager refused to sell me another hub (with the same stats just different model number)from the SAME manufacturer for the price I was supposed to pay. Basically told me that Best Buy doesn't care if I complained since they are doing so well. Arrogant, Best Buy customer service is a joke."

"Warning: Store availability info on the website is completely bogus.

I ordered two DVD's for in-store pickup at my local store. The website says both are available at the nearest store. AFTER completing the checkout, the confirmation page says to wait for an email confirming that the items are actually available. 3-4 hours later (after the store has closed for the day), I get an email saying the items are not available at the store, and that I need to call their 1-800 number to pick a different store or have the items shipped free via UPS.

So the next day I call, and after entering in several numbers into their picky phone system (which seems to have problems detecting repeated consecutive numbers), I am told I have a 25 minute wait. On the plus side, the email also told me that if I do nothing, the order will be cancelled. So at least they made it easy to get out of dealing with them, and I can go buy from someone who actually has a real-time online inventory system even if it costs a few dollars more. (And if I had wanted to receive my items by UPS, I would have ordered from a mail order shop where I could have found better prices!)"

"purchased a h/packard computer system,2nd day the tower went dead,called the warrenty line & they said to return it,after a two hour fight over a 2 day old computer (we found out it was used)they exchanged the tower for me,two day,s lATER I WENT TO REGISTER IT ONLINE AND ANOTHER CUSTOMERS NAME WAS ON THE REGISTRATION AND HIS SCHOOL WORK WAS ON MICROSOFT WORD,THIS IS AFTER THEY GUARENTEED ME THAT THE BOX HAD NEVER BEEN OPENED & IT WAS NEW !! WENT TO BEST BUY TODAY AND THEY GAVE ME A HARD TIME AND WHEN I SHOWED THEM ANOTHER PERSONS HOMEWORK AND REGISTRATION THEY ACTED SURPRISED AND THAT THIS RARELY HAPPENS.I Have to make my fifth trip to return the tower again..they refuse to do a return even tho it is within the 14 day return period..i will never shop at best buy again,,you need to warn people about them"

" I preordered a particular software title. I was told that since I preorderd this particular title that I would receive $10.00 dollars of the full version of the software when it became available. On the date of the full release I purchased said version. After waiting in line for fifteen minutes the cashier told me that he didn't know how to make the transaction due to the $10.00 dollar credit. I was told to go to customer service. I then asked for the Store manager. A man stating that he was the Store manager arrived and spoke to me like I was some young kid. I'm 38 yrs old and they treated me like I was some 13 yr old. I expressed my disappointment with the lack of Cashiers and the lack of knowledge by the cashier. The so called Store manager then told me I had to go to the Customer service desk in order to purchase the item. So, after waiting for another 10 minutes in the Customer service line I finally was able to purchase the item. As I walked out the door I noticed the Store manager smirking and laughing. I stopped at the front door and asked the Security person and pointed out the Store manger and asked him if he was indeed the Store manager, he laughed and said he was not. I later found out that the person that told me that he was the store manager was a mere Head Cashier. What kind of Company lies to their customers?? I refuse to ever buy anything from Best Buy ever again. I also wrote a complaint to the Corporate offices and never even received any type of apology. SAD !"

"Purchase EA Sports Collection on November 19th. Four of the five games worked. Tiger Woods Golf would not. Called EA's tech support and was told that there is a defect on the disk. Attempted to exchange the game at Best Buy. First, I was told that the game worked fine. When I asked to see it it did not. They refused to exchange. So I asked to return the game for a refund. The sales clerk told me that this was impossible because of federal law. I asked for a manager. She tried to seel me the same federal law line, but eventaully admitted that it was a lie. Still would not issue refund. I have called my credit card company and filed a grievience."

"Best Buy customer service refused to change shipping address for on-line order, even after giving my approval to pay the difference in shipping fees. Neither the On-line order system nor the Best Buy automated Customer Service phone line gave the option to amend shipping address. Written requests to have this simple amendment made was met with standard “Sorry but no. Have a nice day.” responses."

"Purchased JBL 10" subwoofer. It blew in three weeks. Took it back and Best Buy was not going to replace until I told them less than 30 days! They replaced with new subwoofer and I purchased an extended warantee. The subwoofer blew in two weeks. Took it back and they replaced right away. Got the third subwoofer home and discovered that the intake tube was broken off and rolling around inside the case. Took it back that night and the salesman said enough is enough and replaced it with a Klipshe 10" subwoofer, a 75 watt upgrade! I went back the next day to thank him for a successful replacement. Found out the salesman was nearly fired for what he did. Manager came to me and explained that the JBL subwoofer should go into service and the salesman should not have replaced it with the Klipshe. I told him the JBLs were lemons and no way should I wait for servicing. He finally agreed and is continuing to honor the warantee on the new Klipshe. Not much he could do anyway. I was NOT going to give up the new subwoofer after all of that. We (the manager and me) parted on good terms."

"Best buy is an absoulte joke: I recently went to purchase a sony pc-109 camcorder there because I needed it for thanksgiving day. I called the store and put one on hold. Went to pick it up and the price was $90 more than the website stated. I asked for a manager to speak with. The manager came and after a 10 minute phone call he placed, he told me that he could not match BESTBUY.COM price because they are separate stores. But, he offered to give my reward zone points adding up to the total discount and an additional $10 dollars off if I purchased an extra battery, external charger, camera bag, and the 4 year extended warranty. The camera was originally $689, the accessories he wanted me to buy added up to over $380 extra for a total of $1069 when I could have gotten a bestbuy.com price of $599 for just what I needed. He was worse than a used car salesman. After his schpeel I asked him with a straight face If he thought I was retarded. He replied why would I think that. I returned: "I can go to Bestbuy.com and purchase this camera and pick it up at this store, correct? He replied, "Technically, yes." I said "So you must think I'm retarded because you want me to spend an extra $470 to buy it with all of your add ons just to get the reward zone points of which I have to come and spend within 90 days and I won't get them for up to 6 weeks, and you consider that matching the online price." He stared at me with a blank face. I told him "Tell your corporate sales trainers they need to work on manager training course....you sound like a flood insurance sales man living in the desert." I told him I was off to circuit city. "

"I bought a camera at a Best Buy store and for various reasons returned it the next day. There was only one young, dumb kid with a smerk on his face handling the returns. It took me an hour waiting in line to return the camera. Never again will I buy from Best Buy. "

"I ordered a Toshiba 51" HDTV projection television from bestbuy.com, and was given an estimated arrival date of 2 days. The day after ordering, I checked my email for shipping confirmation, but received none. I went to bestbuy.com and the order status was not updated for my purchase. So, I called Best Buy's toll-free phone number, and was told that the television that I ordered was no longer in stock, nor did they have an estimated date of when they would receive more. They said that I had no choice but to cancel my order. Even worse, the "free" home theater system which was supposed to come with the television had already been shipped, and I would have to return this to the nearest store location, or I would be charged full price for it. The customer service representative with whom I spoke suggested that I change my order to an inferior product.

To me, this is a text-book example of "bait-and-switch" tactics. I don't know if it will do any good, but I may report them to the Better Business Bureau. I am definitely going to cancel my Best Buy credit card and will not darken their doors again."

"What a run around. I purchased a computer (Shuttle XPC) on the 11/14/2004 and it died on day 9. I took it back and tried to get them to give me a working one. They said that if I popped the case that the warranty was null and void. They called me a liar and said that the machine that I had was not the same as the display model and that I had switched components in the machine. I told them I had not and they promptly kicked me out of the store and threatened to call the police if I did not leave. They wouldn't even TALK to me. I told them that the display machine is not necessarily the boxed version. They wouldn't listen. Now, on a PS2 or an XBox I can see voiding the warranty if you open it. It isin't designed to be opened. A computer is. (I added a wireless PCI card and another stick of RAM.) It wouldn't have the little thumb screws if it wasan't. It would have a sticker across the case joint that would show proof of case integrity if the warranty was that much of an issue.

Now, to the credit to the DAYTIME manager girl I spoke with; she handled it MUCH better that the night time bozo. She was a decent person. She referred me to the store manager. However we did have a bit of back and forth conversation about return policy. I also will be filing suit if my problem does not get fixed. It may be small claims, but I'm not paying for a machine that is defective on delivery. Right now I am waiting on the manager's response. If it's good, they keep a customer, if not, they lose my business, and I'm opening a website, getting it rated at Google, Yahoo, etc. and going to court."

"Unlike the previous people who rated BestBuy, I can't complain much about their service. I ordered a BFG 6800 GT on wednesday morning and it shipped the next day. I paid 2nd day shipping, to ensure it will be here by early next week. I was a little worried at first, because of all these bad reviews, but I was so glad to see a tracking number so quickly. Hey, this card is hard to get your hands on, and I should get it on monday.
I'll post again if anything bad happens (which would be UPS's problem now, hehe)

UPDATE: I recieved the card! excellently packaged. These people know what their doing.

I'm sorry to hear about all your problems, but there are so many more people with positive expierences that just don't say anything."

"I?m collecting information and intend to file a CLASS ACTION LAWSUIT against Best Buy. Best Buy?s (August, 2004) implementation of their new policy is inconsistent with the original Product Service Protection Plan (PSP) for my Sprint cell phone which I bought less than one year ago (December, 2003). POC is myself at ****@****

The collective attitude of everyone (at that is ZERO hyperbole) is ?This is Best Buy New Policy. You are screwed. If you don?t like it Tough Luck?. This attitude is reflected from the Best Buy from the store manager (Colorado Springs), Best Buy Wireless customer representative and supervisor to Best Buy Corporate.

Best Buy gets an F for it?s Product Service Protection Plan (PSP) for # reasons.

Best Buy has made TWO significant customer non-responsive changes regarding PSPs for cell phones only. The new policy was changed WITHOUT NOTICE TO CUSTOMERS effective August, 2004 (Source: Customer?s talk with Dennis, Supervisor of Wireless on 14NOV2004) and Tonya, Customer Service representative at Best Buy Corporate (Friday, 19 NOV 2004).

1) Cell phone replacements are NO longer allowed or performed at ANY of the Best Buy Stores. Source: Tonya said (19NOV2004) that the reason was because a lot of phones were replaced that were not actually defective.

2) Customers are required to contact Best Buy 888-BEST-BUY which is not manned during the same hours as store hours (select the following options 2 for Service, 4 for Wireless and 1 for PSP).

3) Best Buy DEMANDS that your replacement phone be of the SAME CARRIER that you had previously. In the past (on two previous occasions) when in-store replacements were allowed you were informed which of the various phones form various carriers constituted ?comparable?

4) You are without an operational phone for FIVE DAYS. Delivery Turnaround time of new phone. Customer submitted request for replacement on Sunday, November, 14, 2004 at 5 p.m.

a) Credit card required. When you call 888-BEST-BUY the Wireless Section will ask for your credit card as collateral to insure you return the replacement phone.

5) Training Issue Corporate not on same ?sheet of music? as local stores. Dwayne, Store Manager, Best Buy, Colorado Springs (Store #0298) said that the turnaround and delivery time is ??anywhere from 3 to 10 days? but when you talk with Best Buy Wireless section they tell you turnaround time is anywhere from 3-7 business days.

6) Quality Assurance:
Grade F=Email notification doesn?t work. During your first call with Best Buy they will ask for an email address in order to notify you of the status of order but a) no email was ever received compelling customer to make a second phone call to check on status.

"