"Let me start by saying I am not one to write reviews but I have never had such a bad experience with a company's customer service. I ordered a new tv from best buy on June 8, 2020 and scheduled the delivery for June 13 between 12 and 6 pm. My wife took off work to be there since it needs a signature to be delivered and after waiting around all day, nobody showed up to deliver the tv with no calls or emails saying they wouldn't make it. I log on to my account to see if that can tell me where it is and it says it was delivered even though it never arrived at my house. I called customer service right away to try and get it resolved asap and waited over 2 hours to ever talk to anyone. She told me that she submitted it for review to look into what happened to it and I would hear back in 24 - 48 hours. I wait over 48 hours with no calls so I called them back and waited another hour on hold to talk to someone. They told me that it was dispatched and still waiting to hear back from the delivery company but could not get into contact with the company. I called back every day to try and get it figured out but they tell me the same thing every time. To wait 24 hours, but I never hear back. Best Buy needs to find a better delivery company to use and hire people that know what they're doing. Nobody can actually help you there and every one of them just transfers you to someone else that is clueless and of course you have to hold for a long time and reexplain everything every time. It has been two weeks now and I still don't have my Sony 65" tv but they were quick to take my $1060. I advise anyone thinking of ordering anything through Best Buy to shop elsewhere because if there is any kind of issue with it they will not be able to help you and will make you jump through hoops to get a resolution."
"For the second time in a row received Insignia Mini-freeze with damage which was ordered online in Best Buy. "
"I bought Latest Mack Book Pro from Best Buy, and it shows delivered at Jun 6th. But I didn't receive it until now. I called Best Buy many times. But Best Buy keep shirking responsibility to UPS. UPS also shrike responsibility to Best Buy, thus until now this problem was not solver at all. The value of the MBP is almost $1700. Best Buy did not ask me to choose the shipping method, and BB just choose the normal shipping method that do not need the signature after delivery. Why don't Best Buy choose the shipping with signature? If they don't want to pay more expensive shipping fee, why don't Best Buy ask me to choose and let me pay?
Even worst, when I contacted with Customer service to solve this problem. After they get my case reference number, they kept letting me wait, and they hang on my phone directly! One supervisor or customer manager finally was on the line to talk with me, you cannot imagine what he said! He said he could not understand what I was saying because of my PRONUNCIATION! Why can't this manager gently ask me repeat it again if he cannot get what I am saying? Why didn't your customer service provide a more efficient and effective way to communicate and solve this problem? Your customer just talked in such rude way and blamed my pronunciation!
Until now, Best Buy and UPS still did not solve this, and I still did not know who should be responsible for that! I don't want to hear it again from Best But that let me contact with UPS. I think I am yBest Buy's customer, and you choose UPS. It is not my responsibility to contact with UPS again and again.
You Best Buy should solve this actively to protect your customer 's right! Rather than shirking responsibility and even blame your customer! "
"Found the Fridge I wanted on Best Buys web site. It specifically stated that the item was in stock and could be delivered in 3-5 business days. I went through the process of ordering to include providing my debit card information. The order was processed immediately (they debited my account that second) and I was directed to the delivery page. Low and behold, the next available delivery date was in three weeks! To make it even worse, they made it impossible for me to cancel the order on the web site. I had to use their worthless chat service to have them cancel the order and they informed me that, despite taking only seconds to take the money out of my account, it would take at least 24 hours to put it back in! Finally, when I asked to speak to a manager to express my concerns at their shady actions, they gave me a 1-888 number that was another barely understandable phone bank guy that claimed there was nothing he could do besides connect me to another customer service rep. Once he did, a recording told me there was a 55 minute wait time to speak to someone. Never buy from Best (Worst) Buy again!"
"I purchased a Epson XP 7100 including your geek warranty 2 year replacement plan , the printer stop working due to a broken part I did the necessary by calling and explain , I am been told I have to wait 2 weeks to get an appointment to have a technician repair or replace it "
"After rescheduling my delivery appointment, 9 minutes into my scheduled 12 to 6 delivery window, someone called to say that they were too busy to deliver my appliances. This is absolutely ridiculous and unacceptable. We're currently on hold to speak to a customer service representative on two phones. One to discuss this and one to cancel our month old order.
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"Bought an 85" TV 5/24. Scheduled delivery 6/4 (7-noon). 6/3 received confirmation (7a-1p). Waited until 2pm. Called, rude unresponsive rep -- hung up. Entered Chat. Waited 44 minutes to speak to a Geek Squad Team member who advised our order had been cancelled and offered to reschedule for 6/16. We cancelled the order. What's happened to BB? No customer service, no communication, and repeated delivery failures. Good pricing so guess they are comfortable enough not to have to do the nice things in business like keeping us posted, honoring their commitment. BTW, they know before leaving the loading dock when and where they are going to be, why not call the customer and say "you're 4th on the list, that should be 9-10am unless we're delayed". Simple, easy and lets us so something constructive. We sat on our butts 8 hours waiting for nothing. Poor!!!"
"I bought this when my ASUS desktop M32BC died on me. I got the iSeries 1650 GTX super, intel i5 9th gen, powerful computer, the only thing wrong I found so far is one of the RBG lights on the fan does not work the middle one, other than that great performance for money, next time make sure all the lights work before you guys ship out it is still a lot of money for the average joe, thank you and also would rate higher but for overnight shipping it cost an arm and a leg way $78.00 jeeze."
"I bought a PC from Best Buy and I Can say that it was incredible, great service and buying the PC was an easy process. I recommend 100% buying a PC on Best Buy especially if is a ibuypower PC.
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"I bought a gaming desktop and I don't really sure what kind of desktop is what I need and crews were happily helped me and explain to me what kind of desktop i need for games. It's just 2 days and it was already delivered. It was so fast, yet the quality still good. I highly appreciate this item. "
"My experience was amazing, and I would recommend it to anyone that needs to purchase any electronics"
"It was amazing and i loved it"
"I purchase on line 2 laptops and went to pick them up at My store!! Got there and they only had one! So they call the closest store (20 miles) and they had one so I drive there for it! Try to pay with my card and it asked for the associate to call in for approval! After 20 min wait, the person on line ask to talk to me! I stay there with my DL in my hand in front of the sales associate who can clearly verify who I am and she wants my cel to verify a code she would sent! Am 58 disable woman and I told her my cel is in the car and she dnt care! So I hang up and pay with my personal debit card and left!!! I call in to close my account and the agent asks me why! I told her and she says...well, I want to make sure you know that if you close your account, you can never reopen another one!!!! I was blown away! I told her that alone was a reason to NEVER walk into another Best Buy store and give them my business! I had so many negative experiences with them and than positive ones and keep going bk, not thinking much abt it, but my experience with the Geek Squad on a 700$ dishwasher and now this.... surely will NEVER buy another thing there!!! "
"Just ordered my gaming PC from the website and I'm absolutely loving it. It is really easy to use and it tells you immediately when your package is ready to pickup."
" A few weeks back I saw that Best Buy had a $2000 exercise bike in stock in their central Florida warehouse (40 miles away), so I bought it for pickup that I thought was going to be the next day... Turns out the warehouse was closed on Sunday so that wasn’t going to happen.
I received a confirmation that the bike was ready to pickup and that I had several days to pick it up. Well, I couldn’t go during the week, so I clicked change the pickup location on my confirmed order and had it changed to the Store a few miles away... Remember this is the warehouse that provides central Florida with their inventory so it was coming from the same location and already confirmed for my order. Now my order reflects that the Bike will be at my store within 4 days, so Thursday I would be able to pick it up.
I watch the inventory, I call customer service (they’re out of the Philippines, but more on that later), they tell me they called the warehouse and my order will certainly be at my store by Thursday. Day 3 comes and I see the bike is still in stock in the Orlando warehouse, so I think, okay it’s doesn’t take very long to go 40 miles and the truck will probably bring it tonight. So, I check back after the store closes at 6
PM and now the warehouse has none in hand, but I figured that could just be because the inventory has now shifted.
Day 4 is finally here and I’m waiting for the order status to be updated so I can go pick up the bike... I keep checking the order to see if anything changed and there’s no status update at all. Now it’s around 2 PM and I call customer service again, this time I sit on hold for an hour, waiting for one of their reps to answer, about an hour and ten minutes into my hold somebody finally answers. I speak to this guy and he says he doesn’t see any inventory in any of the stores at all, and that he’s sure the order will not be fulfilled, so I ask to speak to a manager and after another 30 minutes on hold, I finally get to talk to one... She essentially tells me that there’s no way I’m getting the bike, and I ask her why I can’t speak to somebody that actually works at Best Buy?!?! She says, oh I can give you the number for the warehouse and I was very happy to hear that, until I found out that there was no option to actually talk to anyone from the warehouse and she did that to get me off the phone.
So, you see Best Buy outsources their call center and even though they likely furloughed a bunch of US staff, and they know that their call centers are getting overwhelmed, they
Opted not to keep some of their US staff working an out them on the phones to assist. Why would they do that, when they can let the American Tax Payer pay for their employees to do nothing right? So it turns out the call center can do very little to help with anything beyond price matches and the My Best Buy Elite Plus special customer service lines are no longer special.
Anyway, I turned to the my Best Buy forums for help, and there, they proceeded to bury my complaint in an unrelated area, because it was filed in a high traffic forum, and it might affect their 4.7 out of 5 fake rating they claim to have. So, I filed another complaint on a different forum, and the same individual decided it was best to bury it with the other complaint. You know, out of sight out of mind right!
Wait, it gets better! I could see on their site that the bike was now 3 to 4 weeks before they would be getting anymore, but because I filed the complaint, they decided to send me an update (On day 4, 15 minutes after the store closed), telling me that they’re going to give it one week and if they can’t fulfill my order, then they’re going to do me this huge favor and cancel my order for me! In other words, they were basically telling me to go away!
The guy on the forums could have done something, instead of burying it, but he chose not to do anything helpful at all. In the end, I cancelled my order, my sister cancelled her order for the same bike, and my wife cancelled her plans to buy a $2300 Fridge from them. They’ve pretty much turned all of us off with their poor customer service and we’re going to be using their competitors from now on, as I don’t feel any need to be loyal to a company that isn’t even loyal to their Elite Plus members (If you’re not aware, that means you likely spend more than $4K in their stores every year).
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