"I purchased a hard drive for their website for store pick up. The website said it was available immediately which is what I needed to do some backups that night.I could have just gone to the store to buy it but it was late and I wanted to be sure it was put aside and ready since store was closing in 45 minutes. I got there and they said they are waiting on confirmation of purchase although I had a confirmed order number and card was charged. Store was closing so they said to come back. I had to cancel and buy it directly while my charge card still has not been credited (takes up to 3 days).I also did not get my reward points applied since it was tied up the canceled transaction (worth $5 off purchase)> Bottom line never use the online service it absolutely is a waste of time."

"Well, their sales have been better this year, and when free shipping is thrown in, it has been prompt. I don't waste my time with in store pick-up unless really, really desperate. The lines are long, and the staff is indifferent and slow, slow, slow. I've had a few purchases canceled after I placed my order, too, but not as many as ToysRUs, so I guess that Best Buy is not a the bottom of the heap. General in-store prices seem too high, and sales are sometimes hidden from view. Even store management is evasive about special newspaper, online, or next-day sale pricing. Aggravating."

"The Best Buy Robot on the phone was of no value. It kept me on the phone being abused by their abusive noise (I couldn't listen to the news on TV while I waited) they call 'music' which blasted my eardrums. I never did get to a real live human being. So I called again....same thing happened. I think Best Buy needs to hire some living people to answer their phones. To say that I am not impressed with their customer service is an understatement.

I needed help with the "Rewards" Zone. The salesman at the store said they can't help and he told me to call Best Buy. That's an utter Joke. Awful Customer Service.

Now they tell me my account is not activated. Told me to go to my email to get an Activation....but they NEVER SENT IT. This is absurd. It's a bunch of ROBOTS running this company!"

"I will never order through Bestbuy.com again. order a TV that was to be delivered to my home 10 days after the order was placed. I never had a confirmation email or call for the delivery so the morning it was to arrive I called who I spoke to was very helpful and located the TV at one of the stores and gave me the phone#. I called them and they told me that no way could they deliver the Scheduled day because they don't delivery on that day and they could deliver it on a Sunday..I told her I would see if I could find someone to pick it up, I live over an hour away, I made arrangements to take off work to go pick it up and called the store to let them know what time I would arrive. When I got there they couldn't pull the order because some had put it in FRAUD status. If the TV hadn't been for a Christmas present needed for the Sunday of 12/23 and this was on Thursday 12/20 I would have cancelled and gone elsewhere! NOT Happy! Amazon.com you have my business!!"

"I've grown over this year to like Best Buy and their website quite a bit. I was even able to get an in-store Black Friday special ordered via their website, and the pickup process during Black Friday was outstanding. Employees seem knowledgeable without being overly pushy. Customer Service has been polite and understanding with me. Their price-match guarantee is handy, there are stated limitations but generally they stick to their word and make it work. I used to hate Best Buy, but lately they've gotten a lot of their acts together, and now am surprised to find they're my go-to electronics and music store."

"Best Buy had an internet special that was supposed to give you a $25 savings code emailed to you 4-7 days after you pick up tour stuff at a store location. I ordered a camera, memory and a case so the before tax amount was $256. I waited patiently for a week and guess what? No code was emailed. When I called Best Buy's customer service line I was continuously transferred and disconnected. I was finally connected to a Best Buy customer rep that said she would send (by snail mail) a gift certificate for $25 and I should see it in 7-10 days. Well it's been almost 2 weeks and no gift certificate. I tried calling Best Buy's customer support, but again have been disconnected and hung up on. Best buy has terrible customer support. This $25 savings code is nothing more than a "bait and switch". It looks as though I'm not ever going to receive the savings code or gift certificate as promised."

"Best Buy has so much potential to be great. Problem is they can't. One their items are high priced, except on Black Friday but that is one time out of 365 days. Second never use bestbuy.com. I placed an order for a computer $620 black friday best deal anywhere and found out they charged me double the price. After calling customer service and complaining on their forums I finally got an answer. They told me they place two charges, one as a hold, and the other has a charge.

I was out $1200 because of their so called authorization holds. I finally got my money back 4 days later but the whole experience left a bad taste. What would have happened if I didn't have enough to cover the second charge?"

"sometimes you get good customer service, sometimes you get someone that just can't wait to take their lunch break. Overall the store its good and carries a variety of known goods including cell phones. The prices are very decent and the place itself is inviting, especially when you enter the flat screen section with their 3D home theater models."

"Purchased laptop from bestbuy.ca
Arrived defective.
Website claims to have 30 day return policy and 90 day parts and labour warranty.
5 days after receiving laptop, we attempted to return to the defective merchandise to the store. Were told to contact the manufacturer. Manufacturer refused to accept laptop return.
Contacted Best Buy Head Office. They sent a return RMA and shipping label.
Even though the laptop was returned to the Best Buy warehouse, two months later we still do not have our money back. So no laptop or refund.
Avoid this company at all costs or it will cost you!"

"Today, (12/2/12) i went to a Best Buy near my house and decided to do some holiday shopping. I am aware of their new price matching policy. Therefore, i printed out a local Toys R Us ad and decided to give their price matching policy a try. I went to my local Best Buy located at 2852 Canyon Springs Parkway, Riverside, CA 92507. After doing some shopping, i decided to purchase eleven Amazon kindle gift cards in total. As i was paying, the cashier asked her manager for assistance for the price matching to the Toys R Us ad (Toys R Us has it for 10% off). After the manager saw my purchase, he decided to come up with an excuse to invalidate my purchase. He told me that there was a quantity limit of 5. Since i have done similar purchase before at the same store, i tried to explain to him that such limit does not exist. Hence, i suggested an alternative solution. Since I was with my girlfriend at that time, i politely asked if he i could simply do it in 2 separate transactions. Without hesitation, he quickly denied my request and began to provide me with "policies and limitation" that i have never heard of before. As a consumer, i felt very much cheated due to the following reasons: First of all, i have purchased similar quantity in the past without a problem in the same store. Second of all, the policy that he claimed was not listed in the website nor anywhere in their store. As a consumer, i was denied with my purchase and honestly felt quite humiliated. As i was leaving the store empty handed, i kindly asked for the manager business card and decided to come on to this board to address my poor shopping experience."

"On the morning of November 22nd, I went online to purchase a TV from Best Buy (for my husband's birthday present). According to the online order confirmation, the TV was scheduled to arrive on November 28th. According to the online UPS tracking service, the package was "checked out for delivery" at 5:20am November 28th with an expected arrival time of 8am to 6pm that day. So far so good right? NOPE. I stayed home all day to make sure I would be there when the package arrived, with no sign of anything arriving. I even called UPS about it at 6pm to confirm that the package would indeed be delivered. They explained that with the holiday season, delivery times were extended to 9pm, but ASSURED me that it would arrive this day (Nov 28). It turns out they were wrong. I waited until 10:30pm for NOTHING. It's also important to note that UPS has this nasty habit of leaving packages out in front of the door without knocking, ringing the doorbell or otherwise bringing attention to the fact they're leaving a couple hundred dollars worth of purchases lying there. Case in point, a delivery of a laptop and chocolate & fruit gift tower left lying outside my home without so much as a knock or ring to get my attention. So when I say 'I stayed home to make sure I would be there when the packages arrived' I mean I had to CONSTANTLY check outside the door every 15 minutes.

6am the next day (Nov 29), I logged into the UPS tracking service. Lo and behold, the delivery date was now changed to the 29th. Okay, I understand they're busy, especially with the holiday season in full swing. So I was tired but willing to wait at home for another day. At 3pm, I logged on again to check the delivery time. Imagine my surprise and no small amount of fury when the delivery date was now changed to November 30th. But hey, third times the charm right? The 4:49am "check out for delivery" time on November 30 seemed promising.

And now it's 8:30pm on November 30th. There is still no sign of the TV I paid several hundred dollars for and was supposed to arrive three days ago. I even called to cancel the order at 1:27pm (Nov 30th) with Best Buy because I am SICK AND TIRED of being under BEST BUY/UPS inflicted HOUSE ARREST, but they wouldn't let me because "the item was being delivered". The customer service representative (Angela) even had the gall to suggest that they did try to delivery but was unable to due to a lack of recipients. I know for a fact that is impossible. I have staked out my front door every single day from 7am to 11pm. My daughter had to walk home TWO MILES in the rain because I was afraid they'd come during the 15 minutes I'd be gone. After I explained the situation to Angela, she said she would contact UPS and inquire about the package delivery time. After she came back, she said it would be delivered in about 1.5 hours AND that she'd follow up to make sure everything worked out. Surprise surprise, the TV did not arrive in 1.5 hours and she did not call back to follow up on anything.

I do not live in a small rural area with confusing roads or extreme weather. In fact, I have seen no fewer than five UPS trucks going past my house over the last few days. San Jose is a very well known city and maps aren't that hard to find or use. THIS IS PREPOSTEROUS. UPS and Best Buy's lack of clarity on what is going on with my package and their constant misrepresentation of delivery times coupled with their refusal to do anything about makes it infinitely clear why they are losing customers and have declining sales.

In summary: I am NEVER going to buy anything from Best Buy again. When I send packages I WILL NOT use UPS. When that TV gets here, IF IT EVER DOES, it is going STRAIGHT BACK TO THE STORE. The way they treat customers is unacceptable and I am not going to stand for it. It's simply not worth a small amount of savings if they are going to waste my time like this. Take my advice, order from some place like Costco or Amazon where they actually deliver on time, if not early.

Update: The TV finally arrived at 9pm November 30th. The UPS worker did not offer any explanation for why it took so long, just that the package had been "passed around a lot". And yes, I could tell. The box was ripped open on the side, wide enough to reveal the cables inside. I don't even know if anything is missing, but at this point it wouldn't surprise me It's a pity Best Buy closed at 9pm, or else I'd have gone to return it right now."

"awful. service was bad, rude, and nasty. Didnt have the prodcut i wanted and told me they did. I had to wait 2 weeks to get it. I called and they said, there was nothing they could do. The entire district was out. That is awful inventory management to let 15 stores go out of a product. will not be shopping here again"

"I used to pay more buying from Best Buy over Compusa or Circuit City because of their customer service. Last friday I had the worst shopping experience with Best Buy, the associates didn't know ANYTHING about the products they are selling, worst yet, they were not able to answer questions about Warranty, promotions, and so on. They were also rude and unmotivated...
This is not the Best Buy I knew. I gues a change of name is in order, what about WORST Buy??? By the way, I was buying an Ipad 4, 16GB white at $459.00 in the store located at 10760NW 17th St. Miami. FL. (store 1502)"

"Best buy customer service is very bad and specially delivery is always not on time. I bought a washer from Anaheim store and had about 2 weeks to deliver from the day I purchased and I got the comformation emails and calls to get delivered it I did not get my washer that day because the store forgot to send it to the wear house.... So what was the comformation calls and emails are for?

I had to call so many placese and got transfer to different ppl to talk about it. Finally I got my washer 2 days after. I thought everything is over . 25days after washer broke. Water everywhere and burnt smells and I called Ahaneim store to exchange since they have 30 days return and exchange, but guy on the phone didnt want to help so told me to call customer service. Customer service told me to talk to the store. But by the time I called the store they were closed. I called the store again the next day but they told me to call the customer service so I did but they told me to go any bestbuy near us. So we went the long beach store but they could only make an appointment with rapier service. The next day rapier guy came and took look at my washer and told me that more than 3 things are wrong and he has to order parts and be back a week later but he said he will suggest to exchange to new one since it has been 30 days. I called the Anaheim store and talk to to them but they said they don't have the same one to exchange. So I askew if they would find which stire has it ? The manager said there are none. I knew he didn't check so I asked him to check the system and let me know... He said he won't do that for me and I was already very upset for moor customer service and wqwaisting my time with calling people to get my washer exchanged... N one seems to want to do their job and keep blaiming others . Manager hang up call. We had to drive to Ahaneim and talk to them not ove the phone,but manager insulted me and my husband and was not professional at all. There was noting we could do to win because I need washer and I can't get one.
We were there for 2 hours and finally they found the store who has the same washer and we made deliverers time to ink up the old one and received new one on Friday the 16th. So I still had to wait 4 days, have been using laundry mat and it was very bad . On Friday I had a phone call from rather delivery place that they have not received the washer from the store so they can not deliver... Here we go again...
Other store Hawthrone and Anaheim store was blaiming on each other , no one seems to care that I need washer . N responsibility at all. I am supposed to get my washer tomorrow which is 19th but I have not got a comformation call yet so I called the store but they said they will call me back..

I will never ever shop room best buy again. They need to step n their customer revive skills. Not just selling but aft care is important. I have my own business and I make sure that all the customer sops happy and be back again , in this economy that is very important. We can always go to the different store toget the same items but if the customer revive is good then the customers will always come back.. I haven't had my washer over a week now. I don't know when I will get it anymore and it's sucks."

"I have ordered from the Best Buy online site in many occasions. The website is easy to navigate and to search for items with keywords. With a few clicks, I can easily compare several similar products online prior to purchase.
The price alert feature is convenient for any items that go on sale. Finally the store availability is particularly useful and I can always request an item to be put aside.

Recently I ordered a DSLR camera online and it was delivered within a week. Items were delivered in a timely fashion and can be easily returned online or at any Best buy retail shops if necessary."