"I bought Adobe software for my granddaughter for Christmas. Bought thru Google Express, sold by and shipped by Best Buy. We try to do install, put in redemption code to get serial number, it was never activated by Best Buy before they shipped it. I go to local Best Buy so they can scan it to activate. But NO, Geek Squad sends me to Customer Service. Can they help, NO, software has been open. Call 1-800-BestBuy. They try to help but can't cuz it was purchased throu Google Express. Google Express can't help cuz Best Buy never scanned the activation code. Refund not possible cuz box was opened. Run around complete. Called Adobe who generated a new serial number. Problem resolved. No thanks to Best Buy. Done with them forever"
"I placed an order online, and tried to use 2 giftcards (with full balances), in addition to my credit card. It only charged the credit card, and the website made a mistake. I tried to call customer service, but they were closed as it night-time. I tried to cancel the order, so I could put a new one through again and use the giftcards, but it wouldn't let me cancel it (the button wasn't there). I called customer service in the morning to try to fix the website error, but they just kept saying that there's nothing they can do, and for me to use the giftcards towards my next purchase instead. I said that this problem can happen again next time, and I might not even be able to use the giftcards next time (if the website made the same mistake again). This was beyond frustrating, that they just kept saying that they were unable to reimburse me and take the giftcards, even though they're able to issue reimbursement for "price matches". Now I'm stuck with 2 giftcards, and have no plans for future purchases any time soon."
"Tried to buy with credit card and was initially approved then canceled. Try PayPal and that was canceled. each taking a day to inform me."
"Spent over $4k on appliances that I still didn't receive a month later. Every time I call customer service is extremely rude and unprofessional.
Cant find out when I'm getting what I paid 4 a month . NEVER EVER AGIAN "
"Tried placing online order using by best buy gift card as payment and do not have an option to enter the card number. I called and spent a few hours on hold dealing with rude and nasty people who were ignorant and not willing to resolve my problem. Best Buy ****. Once I use my gift card I will absolutely never buy anything from them ever again.
I would prefer to pay double the price and deal with a reputable company"
"I ordered a game online on the 21st and was promised delivery the next day. On the 23rd I was told that my order was delayed until January 21. I went into the store and they had at least 2 in stock, but I wasn't allowed to cancel or change my order, even after spending 30 minutes on a phone call w/ Best Buy support. Basically my money is held hostage and I may not receive my order before Christmas despite the BestBuy.com promise. Go to Amazon or Target instead."
"I ordered an Apple watch from your website on 12/18/18 and it said that I would be able to have the watch the next day. Then this morning at 1:36 a.m., while I was sleeping, I received an email stating that my order was delayed and that it could be up to 7 days before I receive my item. It was past the window of opportunity to cancel or modify the order. I called your customer service and was politely told that the item would be here on the 20th and that there was nothing they could do. The unfortunate part is that I'm flying out of state in the morning and was planning on taking the watch with me so I'm screwed. They would not change it to an in store pickup or cancel the order. I was told that was impossible to do.I would have just picked up the item locally but Best Buys website stated that I would have my item the next day. I know its Christmas but if you cant do the minimum of what your website says then you have a problem."
"I am posting here because I have failed to receive help from any other contact from Best Buy.
On October 14, 2018, I went to my local Best Buy (located at 1475 N Main St Ste 120, Logan, UT 84341) to pre-order the Nintendo Switch Super Smash Bros Ultimate Edition. The charge was placed on my Best Buy credit card upon purchase.
On December 7, 2018, I went to my local Best Buy to pick up the console and game that I had pre-ordered; however, they could not find my order and they struggled to find any information on it. They finally discovered that my order had been cancelled by the Best Buy system sometime during the process, which had not notified me in any way, and my credit card had not yet been refunded. I asked if we could just order another one, but because it was limited edition, they would not be able to do so. Frustrated that I would now not be able to have the item I ordered and purchased, I asked for a refund while we sorted things out.
On December 8, 2018, I visited the store to finish resolving the issue. I worked with the manager, Amy Johnson, and she did a phenomenal job trying to help me to the best of her ability. She worked diligently on the phone with various other Best Buy individuals and branches to find a fair resolution for the problem and my troubles. She told me we would likely need to speak to Customer Retention, but they would not be open until Monday. Again, I waited.
On December 10, 2018, I called the number she had provided, along with a case number, and was told they would help me from that point onward. Instead, immediately after providing they case number, they told me that they could not help me in any way and that all issues would need to be resolved in-store, despite the issue stemming from the Best Buy online system. Again, I traveled to my store to see if I could get any sort of help. I was informed that the General Manager of the store would be there on Tuesday, December 11 to help me out. I agreed to come back the next day.
Today, December 11, 2018, I once again visited the store. The GM was unsympathetic, did not care to listen to the issue, and simply told me that he could not do anything and that I should call corporate. I called two different numbers, spoke to three different individuals, and was told the same thing again and again: that my local store would be able to handle the issue. Finally, I was told that a regional/district manager would be calling me today, around 8 PM to address the situation.
To say I am appalled with my Best Buy experience and the customer service I received would be an understatement. The communication between my store and corporate is abysmal, and the service and care I received (aside from Amy) was a miserable experience. I regret having purchased multiple items from Best Buy and opening a Best Buy credit card. It has become apparent to me that Best Buy has little to no care for its customers and makes any form of feedback or customer service extremely difficult to access.
Perhaps the call tonight will change my opinion, but I honestly doubt anyone will call me. If I have learned one thing from my Best Buy experience, it is that they have no idea what they are doing."
"I came in to get my 2nd complete Sonos system. 2 of the play 1 speakers were Alexa compliant and the rest of my system was not. Tried to return them as I purchased the correct matching Sonos play 1's elsewhere.
So I TRY to return unneeded play 1's that will NOT work with my Sonos components as it's not an Alexa enabled platform. Their employees loaded the cart with what i wanted. They couldn't even match up the set or I'd not be in this position. The "manager" of customer service removes all discounted sale prices from all items on receipt to normal price and i end up paying them over $100 out of my $380 return/purchase to get a refund "
"So I go to Best Buy online and I order an Apple watch for my son five weeks prior to Christmas. The site says your order will be delivered in one week. Two weeks later they send me an email saying that they can't deliver until after Christmas. That doesn't make for a good Christmas, so I want to cancel. When I go online, it says I have no order in the system?!? What? So I call customer service and they tell me that I can't cancel the order because its gone to UPS?!? I say "how can it go to UPS, when you don't have the product?" They say there is nothing we can do. So I ask to speak to a supervisor, who tells me (GET THIS) (1) There is no way to cancel the order?!? (2) I will be charged for the item even though they promised it and they can't deliver it (3) When the item arrives some time after Christmas, I will have to TAKE IT TO THEIR STORE for a refund!!! Oh yeah, and I will be charged for their freakin shipping!!!!!@!!! What company does not allow you to cancel an order that they can't fulfill???? I will never, ever, ever do business with Worst Buy again."
"Normally I wouldn't post something so negative, but I think everyone should know my experience so that they can make an informed decision about making purchases at Best Buy. I placed an order at Best Buy on Cyber Monday to take advantage of a sale. I ordered it as a gift and was having it shipped directly. They lost my shipment and because they don't have anymore of what I ordered their answer is just to cancel my order and refund my order on a gift card so that I am forced to make an additional purchase with them and now at full price. I have been on the phone now for an hour and my issue is no closer to being resolved as I don't want a gift card. Seems to me that they would give me a like item to replace the item that I purchased or a voucher to be able to get the item when it is back in stock. Interestingly being on hold they have a message that states orders will be systematically canceled for a number of reasons and one is because of product availability--I wonder if they actually let you know or you just have to figure out that your order has been canceled."
"@BestBuy purchased a door buster last night for $39.99, through PayPal, got confirmations from both. 15 minutes later Best Buy CANCELS my order because of a glitch with PayPal. I immediately attempt to reorder the item (as in 15 minutes later) and the price of the item went up $60.00!! I called to have them correct the price and they refused. I will NEVER buy from you again! It looks shady on your part!"
"Order #1118337736915 shipped to Everett Washington instead of my NY address. Best Buy claims they bare no responsibility it's a UPS issue. Unfortunately for BB my order confirmation email has the wrong delivery address listed, no refund and now out of stock. No more Best Buy for me. Step up and admit you made a mistake!"
"Purchased JBL speaker online to pickup in store and they cancelled the order because I didn’t pick it up in 3 to 5 days. Who cares when I pick up an item that is paid for! Serious corporate problems on brick and mortar stores versus their online channel"
"I purchased a 49" TV. It was too be delivered on tue Dec 4 to my daughter. Ion 3rd it showed as not in transit. I called customer service and was told I could change to store pick up. I called store next morning and was told that is impossible. She got atxt notice they would deliver wed. 1-5. About 4 wed she got another txt saying it would come thur. I called both Best buy and UPS only to be told nothing can be changed on an on-line order until delivery has been attempted. I would have ordered from store and had her pick up if the site had said UPS delivery. Terrible customer service and delivery. "