"I recently made a purchase at Best Buy
Mid Twn Charlotte NC (Store 1108)
1055 Metropolitan Ave
Charlotte, NC 28204
I bought a Toshiba Satellite Laptop
Model: C655-S5049 and I received ASK A AGENT free for 6 months and I also received Webroot AntiVirus with Spy Sweeper free for 6 months which was a bonus because the free stuff wasn't advertised and I loved getting something for free.
The associate that help me was very helpful. He answered all my question and was very knowable about the products. I liked how he helped me though my entire purchase. He looked up my item, went and got the items, and then checked me out. I was very impressed by this. So far all of my items are working great. So my overall experience with Best Buy was great. I would highly recommend this store.
"

"This is as much a negative review about the Geek Squad as Bestbuy return policy. I bought an Emachine desktop for a good price. The sales person was pleasant but not terribly knowledgeable. I noticed that the system did not include a System DVD. He suggested that I pay an extra $30 for the G-squad to burn a set of recovery discs which was a complicated and time consuming process on Windows7. I should have known better that i could do it myself but he said that this would also insure that the computer would function properly. I figured the computer cost less than I expected to pay, so no big deal. I left the machine there for them to burn the discs.

I picked up the box the next day. When I got home and opened the re-sealed box, there was no set up guide (I called the department and they said that it did not come with one)...not a big deal since I know how to set up computers. (I later found out that the reason they removed the setup guide was probably because the first thing it did was tell you how to make a set of recovery DVDs...easy as pie).

Although the initial set up went smoothly, the next day when I tried to install an older Works version on top of the pre-installed version, it screwed something up and error screens started popping up. I figured, no big deal, I have the system DVDs, I'll just re-install the OS back to factory settings (again, this is something I had done with every computer I've owned). Well, something got fried because when after I was prompted to put the 2nd disc into the drive, the system froze and DVR drive was not recognised..no big deal, I figured...this is why I bought the thing from a local BestBuy and not Amazon to make a return easier. HA.

Two days after the initial purchase, I went to BBuy with the receipt and the box. The young lady at the return counter told me politely that their policy is that any returned computer has to be examined by the Geek Squad (where here were 5 people in line waiting for service). After waiting in line (that did not move) for 20 minutes, I asked to see a supervisor. I explained that this was a brand new machine that had lost its OS and refused to recognise the DVD drive...either that or there was something wrong with the recovery discs. I really just wanted to exchange the thing for the same model and be on my way. She told me that the policy is that all computer returns have to be checked out for 'viruses'. By now,45 minutes had gone by.

What a ridculous policy...an electronics department is not a hospital where patients with infectious diseases have to be quarantined! Also, while I waited in line, i got to hear other customers complain about continuing problems and slow service at the hands of the Geek Squad...so not a good public relations policy, either.

The supervisor did finally get someone to come out and 'inspect' the computer...and the other people ahead in line got upset. He agreed that something had gone wrong. Duh. I did get a replacement (opted for that instead of a refund)but the process took well over an hour and the store was not even busy.

It was when I got the new Emachine home that I discovered that it did indeed come with a setup guide...I took no chances and quickly burnt another set of recovery discs...and a driver/app disc as well. What really ticks me off is the fact that whoever repacked the box had removed that set-up quide that also tells you exactly how to do a system recovery. I think the problem with the first CPU might have been that I used the Windows System Image restore function and not the Emachine restore function. You don't pay a premium for service that at best is sloppy and at worst dishonest."

"On June 22nd, I purchased a new camera at your Springfield Best Buy store. I packed my unopened camera in my carry-on luggage, and opened it for the first time the next day in Colorado, only to find the shutter stuck when the camera was activated. Upon closer inspection, I saw a small dent in the shutter mechanism which apparently caused the shutter to stick and not open completely. The packing had been sealed, and did not have any apparent/corresponding damage. Since I was on vacation, I used the camera by manually giving the shutter a ‘nudge’ with the edge of my fingernail so it would open all the way each time it stuck. From my very first photo, the images I shot (and presumably the meta-data related to each image) demonstrate the sticking shutter, as I did not figure out the trick for manually ‘nudging’ the shutter to fully open until after I shot a number of images. To demonstrate that this condition existed from the first time I used the camera - and as it is my understanding that the digital images include meta-data that may prove helpful - I include the image files for your reference (if not useful, enjoy the scenic pictures of Colorado).

The day following my return from vacation, I went to the Springfield Best Buy on July 1st to exchange the damaged camera for another. In doing so, I recognized that I was asking for a refund on a product that came damaged in a sealed/inspected box, and at the very least expected the counter person to have to get approval, and even suspected the camera would have to be sent in before a repair/replacement commitment could or would be made. What I hoped would occur is for the counter person or manager to speak with me and assess what they were told and make a decision one way or the other. What I did NOT expect - and will not under any circumstances tolerate - is what ultimately occurred.

The first person to assist me with my camera return was ‘Roman,’ who at all times during my experience was polite and respectful. After I explained what happened, Roman politely said he would have to speak with his supervisor. A few minutes later, Roman returned, followed by Ceyne (pronounced like ‘Shane’) Stevenson. Ceyne first addressed me as he approached by asking “[w]hat can I do for you, buddy?” Ignoring the dismissive moniker and derisive tone, I explained to Ceyne why I wanted to exchange my camera for another, to which he responded (without ever looking at the packing) “no, way - there’s no way that could happen.” Being taken aback, I first noted that Roman (who was immediately across from me/next to Ceyne) and Whitney (another employee close by / no other involvement) both showed what I recognized to be a shocked or surprised look on their faces in response to what Ceyne said to me.

Given that I (a) described what occurred as it actually occurred; and (b) take my honesty, credibility and reputation extremely seriously and have never been questioned or addressed in this manner, I challenged Cheyne on his choice of and derisive tone in initially addressing me as ‘buddy’ as well as on the inappropriateness of calling me a liar after I explained what happened. When he responded that he wasn’t calling me a liar, I pointed out that his statement “no, way - there’s no way that could happen” in front of others could not be dressed up as anything less. Upon reflection, one might think or believe I misinterpreted Cheyne’s statements and/or intentions, but also factoring in his smirks and derisive ‘yeah, sure’ type chuckles as I first explained and later as I challenged his choice to publicly question and dismiss my integrity, or his ‘yeah, right’ response when I told him I intended to follow up - all leave me certain his manner was intended as it appeared.

When I determined that I was not going to be successful in exchanging my camera, I asked to speak with someone else, indicating I did not wish to speak with Ceyne in light of what he already said to me and letting Ceyne know I would follow up by communicating my complaints to others in the company. Ceyne continued to try to engage and argue with me, and completely ignored and refused my multiple requests for something to write on when I asked so I could record what was said during our exchange. Once I was able to disengage from Ceyne, he continued to ‘hover’ as other employees politely and promptly took care of my repair request (Service Order No. 00600-956107661) and provided me with something to write on while I waited. In my final conversation with the employee attempting to assist me, I learned that Ceyne had already run his story past the store GM and got his backing to refuse my exchange request (and presumably, get his story in before my complaint followed). For an additional example of the obstructive/obstreperous behavior I’ve experienced with this store, please review the unsuccessful e-mail inquiry/chain between myself and the GM for Store 600.

So, in summary, I came into your Springfield Best Buy Store 600 a happy, relaxed and satisfied regular customer, but left a former customer, insulted and aggrieved after having the single-worst retail experience I can ever recall enduring. I’ve worked in the retail business, managed various other businesses, manage numerous employees, routinely manage problems, and am known for my considered and level approach to almost any situation, yet I’ve never seen an employee do such a poor job in handling a situation as occurred in this instance. At this point, I could care less about what is done about the camera and/or whether I ever see it again - avoiding Best Buy (and blogging and posting my experience on social networks and elsewhere) will be reward enough.

Your management training and/or ‘customer service’ fall far short of your publicly-stated values and goals and leave me sorely wanting, yet I remain fully aware of my ability (and intent) to ‘vote with my feet.’ Whether Ceyne Stevenson’s conduct represents the ‘best’ of Best Buy remains to be seen. "

"To make a bad experience worse, Best Buy has now created a problem for me with UPS.

a. I ordered parts in your Orland Park, IL store 6/14/10, and paid the extra
charge to have them shipped next day, because the store rep implied
they would be available.

b. On 6/17/10 I receive an email stating my order would be shipped 6/22/10.

c. I spoke with Susie in customer service 6/17/10, and exlained that I needed
the items before 6/19/10 because I was leaving town and would not return til 6/27/10.

c On 6/18/10 I received an email telling my order would ship 6/19/10.

d. On 6/18/10 I spoke with Josh in customer service, who was VERY condsending
and rude. I told him since the order was not shipped next day that should not be
charged for the service. He said he could not change the shipping date nor
remove the charges.

e. Upon my return home I find 3 delivery attempt receipts from UPS. According
to UPS the order will be returned to Best Buy.

I do not have the items I ordered. I am being charged for service I did not receive. I was treated rudely by your customer representative.
I had to go to the UPS Center myself & pick up my order.
I have spent over $2,000.00 at Best Buy in the past year and was contemplating purchasing a new fridge soon. But after this experience I am very hesitant to every spend a single penny with your company.
"

"I bought a Sharp LCD TV from Best Buy online. They sent me an e-mail confirming the purchase and when I checked my bank account, I had been charged. I then received an e-mail from BB scheduling the delivery for the next week. The e-mail stated that they would contact me on the Monday to schedule a Tuesday delivery. When I did not hear from them, I called customer service. They told me that the t.v was on backorder and that they had no idea when it would be back in stock. The phone agent told me should could offer me a discount if I wanted to pick out another tv. I went to my local Best Buy and explained the situation to the manager. He called customer service with the call reference number that I had given him. He came back to say that he could not offer me a discount since I had bought the original tv online. When I asked him why not, he explained that the retail and online computer systems are not synced together, and are maintained as two separate stores. He then asked me if I wanted to buy another tv. I told him that I would be taking my business elsewhere. His response was: "that's cool". When I got back home, I called Best Buy to ask them again about the promised discount, this time with a model number in mind. The agent told me that she was not authorized to give me the discount but would call back within twenty four hours and let me know what she could do for me. I never received a call back. I cancelled the order and ordered a tv from another online retailer. I was blown away by the contrast between the quality of customer service from the other company and Best Buy."

"Caveat Emptor –
They may have the ‘best buy’ in town but they definitely do not have the best return policy. Purchased my Blue Ray player on 5/19/10. It failed on 6/17 – a Thursday. I was out of town beginning on Fri and returned late Sun. Went to return my player (on Mon) a mere three days after their 30 day return window and was refused. Was told I would have to go through the warranty service provided by the manufacturer in order to fix my problem. In retrospect, I can think of so many companies I could have purchased my product from that would have been more than happy to return a $250 dollar item only 33 days after purchase. Needless to say, I won’t be coming back to Best Buy to shop again. Simply put, their return policy is nothing more than poor customer service in a time where many dealers are bending over backwards to please their patrons. I hope it was worth losing a customer over. Their lack of assistance in this matter is the second such incident I have experienced with them – I should have learned my lesson the first time. I have now. Word of caution – don’t bother to shop there unless you know you will NEVER need to return the item.
"

"I bought an ipod and specifically asked for coverage to take care of falls and spills. The young man said ok, charged me and i went on my way. I went today to best buy today 06/21/10, they said that coverage was not available til 07/2009. I asked what thy were going to do for me, they said nothing. I asked for a manager, the woman said she is a manager. I asked for someone else they told me to call consumer relations. I first got someone who said the store could replace at their discretion. The next (augie) said he couldnt do nothing and i had option to buy expensive plan, and now that its broken, im changing my mind. I explained again that i asked for the coverage he then went into car insurance and burocracy. I asked for his manager who then I got someone who was more sympathetic who offered me 1/2 the cost of a new ipod by gift card. This is better than nothing but the whole ordeal was horrible. Will never buy from best buy again."

"I HAD ORDERED A GASLET/SEAL (RUBBER -ONE PIECE-)FOR A FRONT LOADING WASHING MACHINE. THE ORDER WAS PLACED WITH OVER NITE DELIVERY. IT CAME IN ON TIME. ONLY PROBLEM THE IS THAT THE THE PEOPLE WHO MADE THE PART Q/C MUST OFF BEEN ON BREAK. THE GASKET DIDN'T HAVE A DRAIN HOLE ON ONE SIDE AND ONE THE OTHE SIDE THE EXSTENTION PIECE TO HOOK-UP A NIPPLE AND DRAIN WAS NOT THERE. I CALLED BEST BUY PARTS DEPARTMENT AND TALKED WITH GABRIEL (NY)WHO ASSISTED ME. CANNOT SAY ENOUGH ABOUT HIM. CUSTOMER SERVICE, ATTITUDE,KNOWLEDGE,AND DEMONER WAS 10+. EVEN THOUGH THINGS DIDN'T WORK WELL FOR ME; I THINK DEALING WITH GABRIEL WAS THAT SILVER LINING IN THE DARK CLOUD. I THINK BEST BUY HAS A EXCEPTIONAL EMPLOYEE WITH A GOOD ATTITUDE A KEEPER. TO BAD HIS TYPE IS FEW AND FAR BETWEEN. V/R JEFF MERRITT (CA) "

"Shopped the BEST BUY Memorial day Sale - and on Monday after having been to Best Buy on Wisconsin Ave in DC- 3 times, I called the store to place my order. On my trips to the store twice we worked with Katrina Jenifer, going over all our needs and concerns.
Our Sub Zero needed to be replaced, and I wanted to make sure the hookup would work with the new Sam sung. We were also looking for a sale and she advised going on line and checking for a deal. We thought she was great. I also called the 800 number and spoke to another lady who was very helpful, I asked about hookup with a Sub Zero and was told no problem as well. The day before the delivery I got a call to set up timing of delivery, I mentioned the Sub Zero again and then was told they would not take it away, that's there's a new policy on Sub Zeros. I said I would call the store since no one there has this information. I spoke to the manager Steve who said he would see what he could work out for us, I called back several times and each time spoke to Tara, who said Steve would get back to me he's working on it. The day of the delivery I called again at 11am and once more spoke to Tara who said she would give Steve the message. My Wife and I moved all the furniture and art from the halls and emptied the Sub Zero since Steve said he was working on it. When the guys arrived with the Sam sung they said they could not move the Sub Zero but our delivery guy told us to tell them to send someone else out to help them and they would do it. When they called in to the contracting delivery people they told us no way would they send anyone or move it. Steve never called back after at least 5 calls to him. We wasted so much time and effort only to cancel our order. If you want good customer service it's NOT at Best Buy!"

"I purchased an Insignia Bluray dvd player from Bestbuy last June. I bought the Bdlive model which always has a great picture. My review is not about the Insignia player but the wonderful customer support they gave me at the Bestbuypartsearch.com. My problem started when our 4 year old hid the remote where not even Sherlock Holmes could find it. I went to the Owasso Bestbuy to buy a replacement but they ended up giving me a new remote. The problem was that the store now has a newer model player than the Bdlive01 model so the remote would not work. I contacted Insignia customer support who said bestbuy parts could order a new remote. The phone was answered fast by the most pleasant lady named Terri P in customer service at bestbuypartsearch.com She quickly found the remote and processed an order to send me a replacement remote. After being without a remote for two weeks it was a pleasure to have such wonderful customer service that both Insignia and Bestbuy parts supplied. Terri P was so nice and helpful. Its good to know there are still companies out there that supply customer service at a high level. Job well done!"

"I placed an order online 1 month ago for a washing machine. I recieved a delivery confirmation and my credit card was debited. I waited the 1 month for delivery (which was no easy task since I have a family of 4 with 2 teenage girls - in other words a great volume of laundry to spend many, many hours in a laundry mat while I waited). The day before it was to be delivered I never go my confirmation call. I spent 1 hour on hold trying to check the status. They said there appeared to be a problem and I needed to call the warehouse the next day. The next day after numerous calls and a total of 2 hours on hold, I was told the item is no longer available and that they would have to cancel the order. I previously had a problem with BB getting a TV delivered (but at least I eventually got it). Based on these bad experiences with BB I will never again purchase any items from them which require delivery."

"Got a great deal on a 32 inch Sony. Processing only took 1 day and shipping 4 days which is great for a large item. I recommend this company."

"Great place for video games always enjoy going to the store, first time buying online easy order process and great selection!"

"On May 26 I went to my local Best Buy store and purcased over $1900 worth of Computer parts. Of course they did not have the MOBO or CPU, or even the memory modules I needed. The salesman ordered them in the store and of course store pick up was not availlable so I was charged shipping. the memory modules (3) were shipped in the same small box, for which I was charged $17.97, ($5.99 each). When I called the store to ask why there was 3 shipping charges when there was just 1 package sent, I was told that it was Best Buy policy to charge for shipping for every item and that if I wanted to call corporate headquarters I could. Needless to say, no joy there, after 3 phone calls lasting 3.5 hours and being transferred umpteen times before being "cut off".Best Buy will never see one more cent from me. If you like being ripped off, Best Buy are the store to go to. My advice, look elsewhere, what you need will be cheaper, and the customer service will be far better."

"Ordered a refrigerator and dishwasher online. Fully paid. Was promised delivery on 5/10/10. Then told me order won't make it and will ship 5/21/10. Orders never made it and was promised 5/28/10. Then got a call that dishwasher will not make it, and will take another week. But they will deliver refrigerator and was promised delivery of 1 pm to 3 pm. Then got a call that it will be 3 pm to 6 pm instead. They got here at 6 pm. The two gentlemen that delivered have an opposite attitude than the people that work in the office. They were great!!!!!!"