ComplaintsforBest Buy Stores, LP - US Headquarters

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 13th i waited all day for a bestbuy delivery from a long time friend as my pc blew up. We ordered cpu motherboard a fan and memory ot come to 700+ i am on ssi disability and have no transport so I awaited the box. I received it at 7pm and it was light. I opened it and it was a pair of headphones. I called my friend ******* and he chatted with bestbuy customer service. They said take in the items I could get them exchanged. I called a friend had to borrow a car and went to the store the store manager **** they called for did not respond so they called again 10mins later they said he took lunch come back in ******. I came back and they said he was with a new hire and I had to wait. This is really beyond frustrating. He came eventually and said he had to talk to some department that was now closed after I waited an hour for him to eat and deal with a new hire. So I was then told to come back tomorrow. I cannot I have no transport and this is crazy. I do not feel like a customer I feel like I should be privileged to get my right order. I do not know how to handle this giving me $260 in headphones vs my computer parts.

  

  Business response

  11/14/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  11/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the store in ************* to purchase software for my computer. I place the order with my best buy credit card. I was instructed that i would receive a download to install the software. I did receive one for ********* 365 but did not receive one for Norton 360 Deluxe. I tried to ***** the store to rectify this issue and all i got was customer service call line and was put on hold for a long time when i asked for a supervisor. and I'm sorry if i can't talk to the place where i spend my money then i do not need to shop there. So, at this point i will return all of the items purchased and shop somewhere else

  

  Business response

  11/13/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted. If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  11/13/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Started purchasing Pokmon Booster packages for our son. First two orders went off well and packed good. The last order we received and it was now shipped in a brown recycled padded envelope versus box. These items are limited, collectors pieces, and often saved for future collectibility. We received two boxes and one was crushed and torn open slightly in corner. Luckily the second was ok. So we reached out to their online support. They offered replacement , which was ok. Then came the demands. We need to pack item and deliver to ***. So we are being penalized for their cheapness in shipping. They then offered a 3 dollar refund to keep item. When these items go on sale they often are discounted far more. It was a slap in face. Employee brings on Supervisor whom blames system and will not help further. They wasted 35 minutes of client time for 3 bucks ?? Had you initially spent 75cents you would have shipped properly in box and all would have been fine. You chose to be cheap and then you try to further harm a client that paid you for the product and service. Wow !

  

  Business response

  11/13/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  11/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It was a shame that their Chat Support Team wasted over 35 minutes and offered 3 dollars.  Luckily their Client Support Team for BBB complaints were better adaptable to making fair resolution. 

   

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 18, 2024, I visited the Best Buy retail store in ***********, ******* at **************************************************************************************************, to purchase a cell phone. The sales associate ***** informed me, since I was spending over $500.00, I would be eligible to received a $50 reward certificate, if I upgraded my Best Buy account to the Best Buy Plus account for $50.00. I agreed and I paid the $50 membership upgrade fee. Upon reviewing the instructions, it will take Best Buy approximately 15 days to process the $50 reward. Best Buy online customer service agents are now telling me, because I don't have a Best Buy credit card, one that is linked to my Best Buy Plus account, I am not eligible for the $50 reward certificate as originally promised.

  

  Business response

  11/11/2024

  Dear BBB,
  Thank you for bringing this customers concerns to our attention. We understand the situation at
  hand may have caused some frustration or inconvenience.
  We have contacted the customer directly, and we offered an amicable resolution which has been
  accepted. If assistance is still needed, they are welcome to follow up with us directly using the
  contact information provided to them. Best Buy considers this matter closed.
  Best regards,
  Best Buy

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ** top loading washer from Best Buy Amherst location back in September. The washer price was ****** original price was ******. I purchased a best buy plus plan to get a price match if washer price was lower even more. Today 11/7 that washer price was ******. I called Best Buy and they denied my price match, cause I already got it at a lower price, back in September. I'm sorry if Best Buy decided to lower the price again. I should get a credit for the $50.

  

  Business response

  11/08/2024

  Dear BBB,
   Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  Best Buy

  Customer response

  11/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/22/24, I purchased an open box 48" Monogram Refrigerator from a Best Buy outlet at ************************************************************************************. The salesperson (**** ******; who left that store shortly after my purchase) said that the damage required a door **************** verified that A- the door was in stock, B- Delivery to me would be 4-6 weeks and C- that the extent of the damage was the water line (yes, requiring a new door) and that other than some minor loose flashing issue on the interior, *all of the unit's "guts" (compresor and mechanicals) were tested and are first quality. As **** left, the assn't manager, ****** ******, became my contact (*who I explained everything to: especially the fact that the door was in stock). ****** quoted me new, delayed, delivery dates 3 times. After the 3rd delivery didn't occur, he finally admitted that the door was never in stock (again, I told him it was when we met). He said the new door would be in soon, or he could likely take $2,000 off a new unit. *He ignored all my ************** after that point. I then asked for ***** ******; the *** he offered me free delivery, install of unit/handles/water line, & haul away. The door was replaced and ******** ******* called (from fulfillmet resolution I believe) citing "repairable" damage to the foot (w/pics). On the next delivery day, I got a call from ****** ****** (in corporate) claiming additional damage to a different water line in the rear of the unit that renders the unit trash (yes, a water line renders it trash). We are almost 4 months in now. ****** offered to get me a discounted price on a new unit. Last Tues., she called to offer me $3,900 off ******** thanked her and said I'd get back after speaking w/wife. I emailed her and ******** asking if they could price an alternate Subzero model. I have sent multiple emails To ************** and have not heard a reply in over a week. I have called the ******** ****** provided 10+ times; there is no way to get transferred to her.PleaseHelp

  

  Business response

  11/07/2024

  Tell us why here..Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  We have contacted the customer with their supplied contact information and are working towards a resolution for their concerns. The customer also has our direct contact information for further questions regarding their complaint.
  
  Best regards,
  
  Best Buy.

  Customer response

  11/08/2024

   I am rejecting this response because:
  

  In Best Buy's response to the issue, I believe they claimed that A- They have reached out to me and B- I have been provided with a phone number to reach them. Yes, after being lied to for 4 months I was finally contacted by someone in corporate (on the very day I had taken off my second day of work to be at home for delivery- they said that the unit, after moinths of waiting, had undergone more damage than they originally claimed and was now beyond repair- never to be delivered). ****** ****** (who was sourcing me a new unit) and ******** ******** (who first called me about minor/repairable damage) became my contacts. For the last 1.5 weeks I have been requesting info. regarding an alternative refrigerator model. ******** replied last Friday and said she would follow up with ****** this Monday- she never did. When she did get back to me, she asked me for the alternate model I was interested in- *meaning she did not bother reading my previous emails to them. Why ****** never responded to my many emails, I don't know. If she knew she would be out, perhaps when we spoke last Tuesday she could have mentioned "Hey ****, you might want to make up your mind quickly bc I'll be out next week" -or- "and this person can take over in my absense". Nothing- zero communication from them. Regarding "B" that they provided me w/a contact #: It was an 800 # that relegated me to overseas call centers. She said she's at ext.6: I tried every iteration and called no less than *********************************************** corporate "Fulfillment Resolution" (which ****** works in). They simply would not help. For Best Buy to claim that they provided everything I needed to move forward is insulting as they must know how inconvenient/difficult their 800 number is. Also, I asked multiple times in my emails to ******** and ****** for a direct number. I still haven't been provided one. 

  
  

  

  Business response

  11/11/2024

  Dear Better Business Bureau, 
  
  
  Thank you for bringing the client's rebuttal to our attention. We appreciate your patience while waiting for a response.
  
  The Best Buy Corporate team has been in active communication with the customer and provide further details on a path towards resolution. We invite them to reach back out to us directly shall they require further assistance.
  
  Sincerely,
  
  
  Best Buy

  Customer response

  11/12/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I were shopping for a television. The sales associate's sales pitch involved applying for a Best Buy credit card and receiving 15% off the purchase price of a $2500 ($2700 after tax) *********** After the purchase, and numerous phone calls to Best Buy support, there is no option to discount the purchase of the TV. There is only an option for gift certificate vouchers to spend more money at Best Buy. No one we have spoken with is willing to help at all. They recommended I write a letter and send it by mail to the Best Buy corporate team and wait for a response. This is not good business. My husband and I do not need a credit card, we needed the discount on the purchase, as we were told by the sales associate. Please help!

  

  Business response

  11/08/2024

  Dear BBB, 
    
  Thank you for bringing this customers concerns to our attention. 
    
  We have contacted the customer and advised we are unable to honor their request in accordance with our, My Best Buy Terms and Conditions. Please feel free to review the details with the link below. The customer also has our direct contact information for further questions regarding their complaint. Best Buy does consider this matter closed.  
   
  ********************************************************************************************************************************
   
  Best regards,

  Customer response

  11/11/2024

   I am rejecting this response because:
  
  I was told twice by Best Buy customer service representatives that this has been done before and I could have been credited if I had called within 15 days of purchase, but not after (I was on day 19 when calling).  Also, my tv stopped working yesterday.  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been a Best Buy total tech member for nearly 2 years. I joined solely for the free installation as I planed to get speakers and tvs installed through total tech. When I actually tried to use my benefit and get some speakers installed, they attempted to charge me and say that my membership no longer includes free installation even though it initially did. Im requesting for either Best Buy to install my speakers and tvs for free like they were supposed to do with the membership I payed for or I would like them to cancel my membership and pay me back for what Ive payed which is $380 plus tax

  

  Business response

  11/06/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  After an internal investigation regarding the customers order(s), it appears they do not follow the guidelines listed in our Terms and Conditions for BestBuy.com.  For this reason, we are unable to honor the request for free installation for the TV & speakers. We instead ask that the customer visit their local Best Buy store to purchase the installs and schedule accordingly. As we are unable to honor the clients request in accordance with our terms and conditions, we invite the client to visit the link below for information pertaining to the My Best Buy membership benefits and perks. 

  ******************************************************************************************************************
  
  Best Regards,

  
  Best Buy Corporate

  Customer response

  11/06/2024

   I am rejecting this response because:
  I am not asking for free installation. I was misled by Best Buy and only signed up for total tech for free installation which I no longer receive as Best Buy changed my plan without any notification whatsoever. I now get extended warranty on products which is not something I have ever needed or used as I take care of my products. Im requesting a refund for what I have payed ($380 + tax) as Ive been scammed by Best Buy for paying for something that I dont need. I never received any emails from best by alerting me of a plan change and even when I went to the store for a purchase, I wasnt alerted that changed have been made to my Best Buy account.
  
  

  

  Business response

  11/11/2024

  Dear Better Business Bureau,
  
  Thank you for bringing the client's rebuttal to our attention. We appreciate your patience while waiting for a response.
  
  Upon review of this rebuttal, we will not be able to honor the requested resolution. While we respect their position on this matter, our answer remains unchanged. The customer also has our direct contact information for further questions regarding their complaint. Best Buy does consider this matter closed.
  
  
  Sincerely,
  
  Best Buy 

  Customer response

  11/12/2024

   I am rejecting this response because when I signed up for Best Buy total tech, I was told that I get free installation for anything I purchase and this is the only reason I purchased my membership. Without any notice, my plan was changed and I was essentially being charged for a service that was of no use for me. I was scammed by Best Buy as they changed my plan without notice and continued charging me for a different service.
  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Best buy was contacted on multiple occasions. proof provided below. BEST BUY agreed to "price Match" NOT RECEIVED.chattranscripts@chatsupport.bestbuy.com Aug 22, 2024, 9:57AM to me Below are the details of your conversation from 08/22/2024. Any personal information provided has been redacted for security purposes.Price Match Page ***** ID: ************* SKU: ******* Model Number: QN77S90DAFXZA First Name: ***** Last Name: ***** Email: *********************** Phone: ********** Competitor Name: Best Buy Price Found: $2,599.99 Product URL: /site/samsung-77-class-s90d-series-oled-4k-uhd-smart-tizen-tv-2024/*******.p?skuId=******* Price Paid: $2,997.99 Item Description: unknown ************* agent: Hi there, *****! Thank you for contacting Best Buy! My name is Somi and I see that you're reaching out to us regarding for a price match and that is a great news!************* agent: In this case please allow me to have at least 2-3 minutes to check this price match request of yours and see if this is a valid one, thank you!You: was strange thanks. TV and washer/dryer price dropped ************* agent: Oh I see, so the washer/dryer also dropped its price not just the TV, correct?You: yes ************* agent: Got it and great news! All the items are valid on this price match request of yours and please allow me to have at least 2-3 minutes to check on it for you, thank you!************* agent: I mean to process it here on our system, sorry ************* agent: Appreciate your patience, ***** and I got some good news for you!************* agent: I've successfully processed the price adjustment on the order of yours and you can now wait for the excess amount you've paid to reflect back on your account within 7-10 business days depending on your bank processing time. You will also be receiving an email confirmation for it within ***** hours so please kindly keep an eye out for your primary, spam and junk folders as well for the updates.

  

  Business response

  11/06/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We've made an attempt to contact the client to resolve the issue we were unable to reach them. If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them via email. 
   
  Sincerely,
  Best Buy
  
  

  Customer response

  11/07/2024

   I am rejecting this response because: I have been contacted by email but Best Buys offer is currently inadequate for the damage done.
  
  
  

  

  Business response

  11/08/2024

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  Best Buy

  Customer response

  11/11/2024

   I am rejecting this response because: "low ball" check not received as yet. Damage to my 800+ credit has not been resolved, to my knowledge, as yet.

  I feel since this is entirely best buys error, and they have admitted it's their error, they should cover any and all costs/actions required to resolve issues with the best buy credit card. So far they have refused claiming its ' beyond their authority". 
  
  

  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4, 2024 Best Buy delivered a Ring stick up camera and 2 ********* solar panels. This would be my 4 camera, the second from Best Buy. I am familiar with how to set up and operate the cameras. The solar panel is located in a spot that it can get plenty of sunlight. The newest battery keeps losing power. I called the Mission Valley ( I ordered it online). A very rude female said "You can buy another battery" Really giving me permission...I said Really every couple of months. "Or I can connect you to the Geek Squad for a charge". Keep in mind that I was waiting for an HP printer that I had just ordered a day previously. She ended the conseration with "Have a Nice Day". Please note that I don't live in the middle of nowhere, have transportation and am quite able to shop around. I not at ***** to be a return customer. (Oh yeah the prior camera is connected to a solar purchased from you).

  

  Business response

  11/06/2024

  Dear BBB, 
  
  Thank you for bringing this customers concerns to our attention.
  
  We have contacted the customer and advised we are unable to honor their request in accordance with our Returns and Exchanges Promise.Please feel free to review the details with the link below. The customer also has our direct contact information for further questions regarding their complaint. Best Buy does consider this matter closed.  
  
  *********************************************************************************************************************
  
  Best regards, 
  
  Best Buy

  Customer response

  11/06/2024

   I am rejecting this response because:

  All that I was told was to call the manufacturer and try to get a replacement. If I would have purchased the Geek Squad they refuse responsibilities. 
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩