"Very poor service and delayed response.

Mixed orders and credit card numbers with other customers details and Delayed the shipping date.
They promptly canceled my order saying that new order would be faster and asked for extra shipping fee for the new order. Pathetic customer service in store."

"FICTITIOUS DELIVERY
POOR CUSTOMER SERVICE

After reading many of the reviews of Best Buy, I see that I am not alone... I'm beginning to wonder if they sell you products they don't actually have and then hope you will just upgrade to get it done with quickly WHEN IT NEVER ARRIVES. I purchased a Samsung front loading dryer on October 15th. Great price. Great dryer. Was told it would be delivered October 21st. Was called on the 21st by the delivery company and told no dryer, but they would deliver it on the 25th. Was called this morning (25th) by the delivery company and told no dryer and to call 1-888-Best-Buy to find out why. I then received an email from Best Buy which said they would delivery on the 28th.

Okay, I get it. These things happen. There can be delays. But when I keep getting a new date of arrival, I have to ask myself, is this just a stall tactic? Does this product actually exist? And what kind of a sucker am I to believe that this company didn't just take my money and now is taking me for a very long ride? So of course I called Best Buy to ask exactly WHERE is my dryer and exactly WHEN can I expect it. The customer representative knew even less than I did and said, "I can call them, I guess. If you want me to." So I said, "CALL WHO?" And he said, "The delivery company." Now why would a Best Buy representative call a 3rd party delivery company to find out why Best Buy hasn't sent them the product?????? He then said, "I only know what's on the computer in front of me." So I said, "Then can you please cancel this order on that computer in front of you?" He said yes and that was that.

No, Best Buy won't be getting another penny from me or my family. Which is too bad because I do believe my husband has given Best Buy tens of thousands of dollars over the years, but there are many other fine electronic and appliance stores that can now have our business. It's all about good customer service. People would like to take their hard earned money and purchase a quality product, not be given the run around."

"To the Special Order Department of Best Buy Co. Inc.,

On October 4th, 2010 my wife placed an online order for 2 items (BBY01-356354044559). One item was a dishwasher - ‘GE – Profile 24” Tall Tub Built-In Dishwasher – Stainless-Steel PDWT480RSS SKU: 9590203 @ $934.99. Shipment of the dishwasher was received at our home on October 15th, 2010. The dishwasher was damaged during packaging; the dishwasher insulation was torn in multiple locations. We refused delivery due to the damage.

On the following Monday, October 18th, 2010, J.B. Hunt, the delivery company, was contacted to ensure the damage change claim was made with Whirlpool Corp. and/or Best Buy Co. Inc. J. B. Hunt, who’s representative has been very helpful and courteous, explained that the process had been stated and that we would need to contact Best Buy Co. Inc. for any further details.

My wife contacted Best Buy Customer Service the same day and was told by the Best Buy representative that information about the exchange was not available at the time and that we would receive a call in 24 – 72 hours with more detail regarding our order. We were also told that if we did not receive the call to call Best Buy Customer Service on Friday, October 22nd, 2010. We did not receive the call and thus called Best Buy Customer Service on October 22nd, 2010.

The Best Buy Customer Service representative relayed that they can see that we ordered, that the dishwasher was refused due to damage upon delivery, but they had no idea as to the status of the order. This is unacceptable. I asked the Best Buy Customer Service representative if she could give me the order number that was placed with Whirlpool Corp. for the exchange. I was told that Best Buy doesn’t have the number.

We have not yet received our order and have not a clue as to when the order may be fulfilled. Again, this is unacceptable. Best Buy Customer Service has not been helpful during this entire transaction; we have been given the runaround multiple times. Due to these issues Best Buy Co. Inc. has lost any of our future business.

Sincerely,
Matthew O’Donnell (Ex-Best Buy customer)
"

"Just read a comment by rpp 73. Totally disagree. I had purchased a 40 inch LED tv, brought it home and didnt like it. So returned it, bought a 40 inch 3-D LED tv with absolutely NO problem. Had No restocking fee at all. So obviously the customer service rep. that you were talking to had no clue as to what she was talking about. She told you there was a 15% fee for everything, she screwed you. Along with that manager if he told you the same thing. I also bought a wireless LAN for the tv and realized I didnt need it because the 3-D bluray player already had it. So.... I returned it with NO BOX AND NO INSTRUCTIONS and got my money back. ALL WITH NO RESTOCKING FEE!!! I stand by Best Buy."

"If you exactly know what you want to buy (and more importantly what not to buy) and the current market price of that item (google can be a powerful tool), BB can be a good place to shop. I usually only buy movies from them, and sometimes they have great prices when they have sales going on. However, I have come across many poor souls while in BB stores that are pressed to purchase, for example "recover discs" for the new laptop they bought for $50 (you can do it yourself for the cost of a few blank DVDs or CDs), worthless "extended" warranties costing hundreds of dollars, and people coming to buy one item walking away with a dirrerent more expensive item because the sales rep used pressure tactics on them. Be warned, exactly know what *not* to buy when you walk through the doors of a BB store."

"(letter to Best Buy CEO Brian Dunn)

Mr. Dunn:

I've been a Best Buy customer for 30 years, making my first purchase near Southdale. After my experience yesterday I will be switching to other suppliers.

I was on the road in Portland, Oregon when my travel notebook (which, incidentally, I bought three years ago at a Portland Best Buy) began showing signs of its age and use. I decided to buy a new notebook computer which I ordered online (BBY01-3580********)through the Delta SkyMiles program for pickup at the Jantzen Beach store in Portland. I billed this to my American Express Delta SkyMiles credit card.

I went to the Jantzen Beach store to pick up the notebook but was told it could not be "released." True, I had not received my "pickup" E-mail from Best Buy but I have never had a problem in the past going to a Best Buy without it. (By the way, Circuit City was able to offer a 20 minute pickup guarantee on online orders and I expect Best Buy to do as well or better. That is MY policy. If you have delays longer than that, then you need to fix that.) I checked online and saw that the order status was listed as checking store inventory which was silly because I was in the store and there was plenty of inventory and it doesn't take long to do that.

So I waited...and waited...and waited...two hours...no clearance E-mail. Several attempts to check online but my account was locked out (had to restore password which, for some reason, didn't work) and then two phone calls to customer service without resolution. Finally I enlisted a store manager at the suggestion of the customer service person on the phone. He said there was a "fraud hold" on the purchase.

Now, given that I was 1500+ miles from home, it's not unprecedented for a major purchase to get "flagged" and for me to get a call from Visa or Amex to verify that I in fact did make the purchase. Happens almost every "Black Friday" when I'm traveling. I know the drill. In this case, however, I checked with Amex and was told that there were in fact no issues and the purchase was approved.

Further, it's also not unprecedented for companies to do their own verification. Some of my major suppliers do with new accounts or orders shipped to unfamiliar addresses. This is usually a very quick process and, in my case, my alternate information is on file with Amex and Visa. It's simply appropriate business not to want to lose money to fraud and verification is appropriate. Dishonesty isn't. THERE IS NO EXCUSE FOR DISHONESTY ON ANYONE'S PART, INCLUDING BEST BUY'S. I am honest in my dealings with others and I expect no less in return. I also do not expect or tolerate my time and money being wasted. Telling a customer that you're verifying stock when that's not the truth is fraud as well. It cost me time and money. Further, I eventually had to lose the additional Delta miles which cost me as well. Amex, however, when advised of my horror story in dealing with Best Buy, gave them to me anyway.

Adding insult to injury is that hours later I get an E-mail saying that my notebook is ready for pickup and the Geek Squad service packet was mailed out to me -- this was after my order was supposed to be cancelled out when I picked it up in the store. I will not honor any additional charges and, frankly, am considering litigation against Best Buy for my lost times and expenses due to the dishonesty and poor customer service.

There are things in your business that need fixing and maybe you should try seeing what it's like to deal with your own business from the customer's point of view.

By the way, with one exception, the employees at Jantzen Beach and John, the manager, were good but that does not make up for the dishonesty. "

"The best price including delivery for a new washer and dryer came from Best Buy. I made the purchase online and waited for the delivery confirmation call that was to come over a week later. The call never came. On that date, I began calling Best Buy to track my order. Each person who answered the phone transferred me to another department. This went on for several hours, and finally my shipment was located in a warehouse in a neighboring state. I was assured the order would arrive the next day.
After taking a day off from work for this shipment to arrive, I began to worry after several hours had passed and no word. I started the contacting procedure again. I was put through to corporate, to the store and warehouse the shipment was to come from, and on and on, Finally, one friendly lady helped me and contacted all the above again herself while she kept me on the line. After all this, she found my items were NOT in a warehouse waiting shipment. They could not be located at all. She filled out the request for my money to be returned in full. I am now waiting for my $1400.00 to be refunded. I will never buy from this company again."

"So here we go I actually work for Best Buy and make thousands of dollars in purchases each year here. So if you look at the majority of the issues on this site they in fact have nothing what so ever to do with Best Buy as a company. For example all Apple products are not warrantied through Best Buy what so ever this is because Apple wishes to deal with their products themselves. We are actually expected by Apple to send issues with their products to an Apple store. Even if you purchase an iPhone from an ATT store you have to take it to an Apple store for any type of warranty. Now that we have touched on that onto the issues with home appliances... All deliveries, repairs and anything else to do with appliances is all handled by a third party company not Best Buy. So obviously there are a lot of issues that are completely out of our hands that frustrate us just as much as the consumers. I just think that people should know that everyone at my store at least always has the best of intentions when it comes to helping our customers in any way. Unfortunately just like anywhere else there are issues, however, just because someone has one bad experience somewhere it doesn't mean it always like that. How many times have you gone to a fast food place of business and had them mess up your order? I can't tell you how many times stories and experiences get exaggerated to the extreme because they weren't given their way no matter right or wrong! So please do not stereo type us we do care! And our Price match guarantee doesn't apply to products we don't carry. If a store has a different model than we carry we are not going to give a better one for the same price thats just bad business. But if another store has the same product for cheaper we always price match it. "

"placed the order for a samsung bluray online, picked up on my way to home. It was convenient. I could have saved by ordering somewhere else, but this way at least i knew where to return to when i need to. In fact i did have to make a replacement since the one I got was opening very slowly, so changed with a different bluray later (reward members get 60 days instead of 30, so pretty nice)"

"I have shopped at Best Buy for a while now, but only ever buy large items (TVs, large speakers) because of the cost & risk of shipping from online sellers. They're prices on items like TVs and speakers are average, not particularly good or bad for these items. However, they are a HUGE RIPOFF for any cables or accessories. $20 for a SATA cable, $39 for a 'printer cable' aka USB A Male to USB B Male cable, $30 for Dynex HDMI cables, $100+ for Monster HDMI cables. Each of these cables can be found for less than $5 on monoprice.com or amazon.com or many other sites. In each case, there is no difference in quality - data cables are data cables. I find this utterly ridiculous that they will rip off their customers this way. In the future, I will not shop at Best Buy except to look at TVs etc before purchasing elsewhere. Overpricing items by 400% or more is obscene."

"lol, well where do i start. JUST LOOK AT ALL THE negative feedback here about BEST BUY. Trust me, they do not CARE AT ALL. Why do you think they have a 3 out of 10 rating here?? why is that?? 3 out of 10 is terrible!! That goes to show you BEST BUY HAS THE WORST SERVICE SALES ECT EVAR!!! We just bought a set Washer and Dryer. The dryer is broke. Best buy laughed and said too bad. we cant help you. ??!?! its only 3 days old i said?? whats going on here. They then said we can have someone out the next day. well as you see here.. they did not show. and no one now can help us. DO YOURSELF A FAVOR AND GO SOMEWHERE ELSE PLEASE!! if you do not. you will end up like everyone else here a reseller ratings. 3 out of 10 rating should tell you all you need to know about best buy. It should tell u they Suck!! Buy somewhere else. (Geek squad does washers and dryers now.. not just computers... lol Thats a good one Best Buy.) A computer nerd fixing a washer and dryer. YOU GUYS HAVE LOST YOUR FREEKING MINDS!! Boycott Best Buy!! BEST BUY IS THE WORST TRUST THIS Rely on the 3 out of 10 that best buy got here."

"Though bestbuy can deliver in time,their service need to be improved!"

""PROS:
1.) Prices = Good
2.) Shipping Options = Good
3.) Delivery = Excellent
4.) Ease of Purchase = Excellent
5.) Customer Service = Excellent
CONS: None"
"

"Ordered DVD movie online, it arrived promptly and was very pleased with the product. The site was easy to use and would recommend to others."

"My daughter bought an Insignia camera last week with her hard-earned money. The store clerk said "it's covered even if you drop it". When the batteries went dead and the lens was left protruding, it was bent, not even from dropping it. When we brought it back to the store we were told that the sales clerk must have been telling us about the optional extended coverage (which my daughter did not get) when she said "it's covered", and that the camera is not covered. Best Buy gets a poor rating.
p.s. If we are contacted by Best Buy and they let us exchange the camera I will edit this review and give high ratings."