ComplaintsforBest Buy Stores, LP - US Headquarters

Electronic Equipment Dealers

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Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a television on 14 June along with mounting bracket which I was told was a bundle delivery and I had to wait for installation 10 days later. Order number *************. I have zero confidence in bestbuy so I have called to ensure everything was still moving forward for delivery come to find out they outsourced their customer service to another country I was just trying to call my local store. So I went back to the store to discuss with a manager. I arrived and asked to speak with the store manager to which I was asked which one. Apparently it takes 3 at once to run best buy into the ground. I thought I was overcharged for installation which was cleared up and multiple times told everything was set for delivery and installation Monday. Here I sit no phone calls. No emails. I called the contractor and they said best buy didnt have the bracket for installation today. How is this possible? 10 days later multiple checks on my part because like I said, no confidence. So now i sit here, having taken the day off with no contact from bestbuy or the 3 managers who took down my phone number at the store. Such a shame
Business response
06/26/2024
Dear Better Business Bureau,

Thank you for bringing this customers concerns to our attention.

We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.

Best regards,
Best Buy

Customer response
06/26/2024
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
06/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6/17/24- Purchased and placed order for washing machine, dryer, pedestals, and deliver. Notes and orders in account stated for delivery to install pedestals, washer, dryer, relocate old units.6/22/24- ****** from Logistics Authorized Carrier came to install. I visually confirmed on deliver notes stated, install pedestal, relocate. ****** stated, its not there and I dont have time I have pictures of delivery paperwork and open box washer. He then called Best Buy spoke to *** informing he doesnt have time and left.Current situation is now washer is taken out of box sitting on truck not strapped down. ****** closed the truck door while I was speaking and said someone will call you.
Business response
06/26/2024
Dear Better Business Bureau,

Thank you for bringing this customers concerns to our attention.

We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.

Best regards,
Best Buy

Customer response
06/26/2024
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
06/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a refrigerator on May 29 with a delivery date of June 20. On June 19 I received an email with a time window for delivery. I then received another email on June 20 stating the delivery was arriving that day during that time window. After that window had passes I called customer service and discovered the delivery was cancelled and put into reschedule. The rep I spoke to said she would else elevate and see if it could be delivered that day or the next and someone would call me back. The next delivery date was June 27 but she said to wait and see was decided. Later that evening I called again and spoke to a different rep who said it was elevated for possible delivery on June 22 and someone would call within 24 hours. The next day I called and spoke to a third rep who said the previous call was not elevated and now the next date is July 1. I said this was unacceptable as I had already moved our previous refrigerator out to make room. He explained the delivery was cancelled because there was not sufficient inventory that day but a shipment had been delivered later on June 20. He assured me I would receive an email of the escalation and a phone call from corporate within 24 hours. Neither happened.On the morning of June ***************************************************************************************** the warehouse and needed to be moved from one warehouse to another. I got a second ticket number to follow up. Sill no promised calls.
Business response
06/26/2024
Dear Better Business Bureau,

Thank you for bringing this customers concerns to our attention.

We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.

Best regards,
Best Buy

Customer response
06/27/2024
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
06/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/20/2024, I chatted with an agent regarding order BBY01-806940968241. The item was discounted on the Best Buy Website by $60.00 from $299.99 to $239.99. The price match was honored.The same item was also purchased on 5/5/2024 with a quantity of 2 via order BBY01-806934907771 for SKU *******. These are returnable through 7/4/2024 so they should have been price matched as well. When attempting to confirm on 6/20/2024, the chat department was already closed. On 6/21/2024, we initiated a new chat and was told we could not be assisted as the price had already returned to the original $299.99. This should have been resolved on 6/20/2024 when the discounted price was in effect.Please process a credit of $60.00 + tax for each item (SKU *******) on order BBY01-806934907771. That should be a credit of $120.00+tax to resolve this issue. We are simply asking you to honor your own pricing on bestbuy.com. I also have a screen capture of the discounted price with the date and time on the screen capture, should you be unable to locate the price difference internally.
Business response
06/24/2024
Dear BBB,

Thank you for bringing the customers concerns to our attention. Please know we have attempted to contact the customer to discuss the matter and we are waiting on their response. If they have any outstanding questions though, theyre welcome to reach out using the contact information provided to them directly.

Sincerely,
Sidra
Best Buy Corporate
Customer response
06/25/2024
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. The email communications indicates this is fully resolved.
********
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchase a 50" ******** that suddenly blacked out and the reason for my complaint and request for a refund is because when I attempted to have this ** repair I was told by the Sharp manufacture that the model #LC-50LB481U is not one of their own and that the ** I purchase from Best Buy was a ** that was refurbished and Best Buy used their name; I went to the store to resolve at *********************************** and spoke with a floor manager name ******* who told me that she worked for Best Buy for 14 years and was told that the ** I purchase was a ******** and she never heard of this before; as consumer I feel that I was not sold the product that I purchase being a shopper ******** is brand that lasts years and I feel deceived and if I knew I was purchasing a refurbished ** I could have gone to ******** Target, or I could have purchase an off brand ** elsewhere being Best Buy holds a reputation that I once highly value. I just to make sure what I paying for is what I get
Business response
06/24/2024
Dear BBB,

Thank you for bringing the customers concerns to our attention. Please know we have attempted to contact the customer to discuss the matter and we are waiting on their response. If they have any outstanding questions though, theyre welcome to reach out using the contact information provided to them directly.

Sincerely,
Sidra
Best Buy Corporate
Customer response
06/25/2024
I am rejecting this response because:

I was advised by Best Buy representative to call and since I am getting the run around I was told to contact Sharp directly ***** ref #********* and when I talked to Sharp technician this is what I was told.that this TV was not a Sharp TV It is unfortunate that a company as Best Buy cannot take ownership on this issue long term relationship and customers who have made over 20 years is no longer valued;.

Very disappointed the past purchase I have made on my electronic from Best Buy is still working this now has put an end to my future purchasing anything from this establishment and not the outcome I expected
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a 65 inch 4k television ***** BRAVVIA 2022 model) from a Best Buy store located in ****************, ********** on May 27th, 2023. Included in this purchase was supposed to be a soundbar, a wall mount for my television, and a 2-3 year warranty for the television itself through Geek Squad. The employee who assisted me with this purchase messed up the order numerous times- not only getting me the wrong tv (I had to correct him right before he charged me), but also come to find out, when Best Buy delivered my ** the day I moved into my new apartment on July 3rd, 2023 to install the *** that the wall mount was not included! Which I had to pay extra for. I had also opened up a Best Buy credit card on May 27th, 2023 when making the tv bundle purchase, with an agreed 24 months of 0% APR for a payment plan. I have had SEVERAL issues with this credit card since opening it. Issues such as: buying other items from Best Buy (video games, movies, etc), which I would then pay extra that month to pay off those items specifically to avoid APR... only to find out that my extra money did not go those items, but to the ** itself... leaving me not only with extra to pay off, but an added APR interest on top of that! Nothing was done about this despite submitting a report to the BBB regarding Citibank. Now to why I am filing this complaint: I got a notification last month that I needed to "renew" my membership with an attempted charge of $191.00. When calling Best Buy, they said that I did not get the 2-3 year warranty for the tv (which apparently they no longer offer), but there is nothing they can do to fix this mistake... despite the false sale because I NEVER agreed to this. I specifically requested the 2-3 year warranty. This is STANDARD for all devices you get (PS5, tv, etc) where you can pay extra to have that warranty. Not some monthly membership that expires yearly. Now I am out of warranty for my ** because I am not going to pay for something I never agreed to.
Business response
06/26/2024
Dear Better Business Bureau,

Thank you for bringing this customers concerns to our attention.

We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.

Best regards,
Best Buy

Customer response
06/28/2024
I am rejecting this response because:
A resolution has been offered by business for a check in the amount of $250.00 USD. Until this check is received and into account, the issue will not be considered resolved. Once it is received and in my account, I will mark this issue has resolved. Until then: I am only going off of words said to me and that is not satisfactory enough to mark this issue has resolved. Thank you for understanding.
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 14, 2024 Best Buy charged my credit card $193.04 for a yearly fee. I have contacted them the past two years to cancel this. I have changed my credit card number but since it was with the same bank, they found the new number. I have 'chatted' with them and asked for it to be canceled and they said their is no record of a pending charge. I need this money refunded and all records of my activity with best buy removed from their files. It is just impossible to cancel this service unless I change banks.
Business response
06/21/2024
Dear BBB,

Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused.

We have contacted the customer, and advised we have cancelled their membership. The customer also has our direct contact information for further questions regarding their complaint. Best Buy considers this matter closed.

Best Regards,
Best Buy
Customer response
06/22/2024
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
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have contacted Best Buy multiple times to be removed from their catalog and all other mailings. They keep saying they will do it but it never gets done. The person they are sending to has moved and has not lived here in a year and left no forwarding address. I have put the catalogs back in the mail with it listed as moved and left no forwarding address. The post office just puts it back in my mailbox. I have no interest in Best Buy or any of their products.The name and address on the catalog is: ************************* ******************************* ***************** 33305-3000
Business response
06/24/2024
Dear Better Business Bureau,

Thank you for bringing this customers concerns to our attention.

We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.

Best regards,
Best Buy

Customer response
06/25/2024
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
06/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was billed $3,171.53 in interest on March 10th 2024 in which $2,978.53 was for deferred interest charges accumulated during a promotional period: four (4) promotions on my account expired. Two (2) were on 3-4-2024 and two (2) on 3-05-24. These expired with a balance still remaining on my account. I understand under the terms of the promotion that the deferred interest charges accumulated during the promotional period are now reflected on my account. I was involved in a motorcycle accident on 3-1-2024 which had me hospitalized from that day to 3-15-2024. I was unable to access anything or make any additional payments to what is set to autopay. I would have paid the balances of $3,630.08 before the expiration date but could not. This has now jumped to a new balance on those items of $6,698.11 in March and is accruing interest on these new higher balances. I sent emails on 3-24-24, 4-14-24 and spoke with management on the phone 6-13-24 on trying to waive only these deferred interest that I could not pay due to hospitalization. They say they can not help. I offered to pay off the balance of the whole credit card if this can be waived or even settle and close this account as I do not feel like I should ever purchase anything from a company with no compassion on special circumstances. I have previously paid off promotional balances and also paid deferred interests with no complaint. I want to see if there is anything that can be done.
Business response
06/17/2024
Dear BBB,

Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused. We are contacting the customer with their supplied phone number and are working towards a resolution to their concerns. The customer also has our direct contact information for further questions regarding their complaint.

Best Regards.
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought ********** last December in ******, ** at Best Buy. It broke in May of this year, around May 13. (under warranty) .Complaints about **********s go through ******* now, according to Best Buy ******* took over a week to figure out there were no service ppl near me. I have been waiting a month to het resolution on this, and local Best Buy could/would not help. I finally got store credit and am supposed to have a replacement TV delivered. Appt. was re-scheduled from today without my knowledge--I had to call *******. Now supposedly coming Saturday. I am going to complain tio ******* too, but feel that Best Buy should stand behind its products!
Business response
06/21/2024
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
06/21/2024
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.

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