ComplaintsforBest Buy Stores, LP - US Headquarters

Electronic Equipment Dealers

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/10/2024
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.
The date of purchase order was April 27, 2024 in the amount of $2,171.37. Order # *************. After a long wait, we canceled the order. I am shorted $333.49. I have spoken with the *** ***, but was given no contact info for him. Upon requesting his information, he would only give me his name. He said that items were not canceled properly and it would take a few days and he would call me. I have heard nothing and it's been over a week. The other issue I am having is also with Bedt Buy credit. I have paid $1,100 towards this purchase and they have not returned my money I have paid towards this transaction. I have only received a letter stating that I don't owe a payment at this time. I have requested they return my money. They also charged me $28 interest on a purchase I NEVER received. I want the $28;interest credit along with my $1,100. returned to me. ASAP. I have tried to call and only get routed to call centers for both the cc company and the store.
Business response
07/16/2024
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 issued a refund. We have also contacted the bank for assistance with their charges. 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
07/16/2024
I am rejecting this response because:
I still have not received my money back that I have paid to the cc company for order cancelation.
I won't consider the case closed until I receive my money back.
-*****
Initial Complaint
07/10/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
BestBuy has been continually scamming me out of money for years now. WITHOUT MY AUTHORIZATION OR KNOWLEDGE, they enrolled me in "benefits" (geeksquad?) that I have no idea what it is. I am a 65+ yead old woman and don't even use the computer. What do I need this for? After noticing eventually noticing in 2022, that they had been taking momey from me for years, I filed a BBB complaint (********). They lied and gaslighted me, claiming that I signed up for something that I NEVER SIGNED UP FOR. After many calls and hours waiting on hold, being transferred all over, they said that they had removed these "benefits" and that I would no longer be charged...On July 8, 2024, they stole another $194.39 from me--there was no warning or advance notice, no opting out, nothing. And this is AFTER the BBB complaint in which I went to h*** and high water before they ahgreed to remove this from my account. I want my $194.39 back as well as tjhe money they stole last year. After this I will be taking this to court.
Business response
07/11/2024
To Whom It May *************************** you for bringing this matter to our attention. First of all, we are very sorry to hear of the customer's setbacks when dealing with this matter.
Please know that we have contacted this customer to address her concerns and she has let us know that she was able to contact Best Buy who explained and resolved her issue.

Best Buy feels that we have fully addressed the customers concerns nevertheless, please forward any additional concerns to our office and we will respond accordingly.

Thank you,
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a TotalTech customer for many years and this is completely unacceptable. I placed my order BBY01-806937467130 and when ordering I was told that I would receive a $50 voucher to use in the future. I chatted with ******* and was told that the voucher was loaded onto my account in July. However, I never received a notification that it was on my account neither through the app or email which I have both. I also, never saw the voucher in my account, which I check regularly under the "rewards" app. I have placed multiple orders since then and never have seen the $50 voucher on my account under "Rewards" which usually happens if I have some rewards. I am hoping someone is able to help me. I continue to be a loyal customer and hope there is something you can do to help me.
Business response
07/16/2024
Dear BBB,
Thank you for bringing this client's concern to our attention.
We apologize for the inconvenience.
We have provided the client with a $50 giftcard to honor the missing promotion.
We have informed the client of this.
Best Buy considers this matter resolved.
Warm Regards,
Best Buy
Customer response
07/17/2024
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
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 25, 2024 we purchased a Hisense 75U8N television from Best Buy located n *********, ********. The ** was delivered and setup on June 4. We realized that the ** would not play Blu-*** disks properly so having 2 other Blu-*** players I verified that the ***s that were not playing properly on the new ** would play properly on my other two flat screens that had Blu-*** Players. I then swapped the Blu-*** players and **** cables onto the new ** and had the same problems. After contacting BestBuy support they suggested a replacement and setup a date to have the ** replaced. We were told that the installers would make sure everything worked properly before they left. The installers did not show up on the date scheduled. I had the ** replaced on July 2nd. When the installers arrived (same people as the first install) I suggested that they hook up the *** player before completing the install to insure the ***s would play properly and was told that it was a STUPID IDEA!. I also mentioned that they were expected to make sure everything worked prior to leaving to which I was told that they don't do that and BestBuy should not be telling people that they would and if we have a problem contact the GEEK SQUAD. So they completed the install and we still had the same problem. The installer started to blame the **** cable when I reminded him that I told him we tried MULTIPLE **** cables. We also pointed out that the ** was not the same ** we had purchased only to be told that it was a "newer model". After some research it appears that the model they replaced the ** with was a totally different model (75U8K) that cost over $200 less than the model we purchased and that it was a 'recertified' ** and not a new one!! (BAIT AND SWITCH!!). With numerous attempts to contact ******* 'Geek Squad' we final got an appointment for July 8th. Another NO SHOW!!! If the ** does not properly play Blu-*** disks it is no good to us.
Business response
07/15/2024
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 for their concerns. The customer also has our direct contact information for further questions regarding their complaint.

Best Regards,
Customer response
07/21/2024
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 although I believe Best Buy should have done a better job at resolving the problems..
Initial Complaint
07/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 21, 2024 I received an email informing me that my Best Buy Total Tech subscription would renew on April 20,2024. A couple of days later I received more communication detailing changes to the subscription and determined that the yearly subscription was not worth the renewal as I would need to also subscribe to a monthly subscription as well. On approximately March 30, *************************** ******* and spoke to a young man about canceling my membership. I was there approximately 20 minutes and was told he took care of everything. On July 5, 2024 I went to the Lubbock store and my card was declined. When **** was called I was informed that I had been charged for the membership after I told the Best Buy employee that I was not going to renew my membership and was told it had been taken care of. I immediately contacted Geek Squad and spoke with ****** who told me all he could do was prorate the refund because it had been over **************************************************************************************** that was all he could do. I I then asked to speak with a supervisor and ****** called me back and stated she was escalating my complaint. I was also told I would receive a phone call within ***** hours. I never received a call but received an email with a partial refund I called Geek Squad once more and was told a supervisor would call me back which still has not happened. I was asked about a receipt or cancellation from when I cancelled and told ****** that none was given to me. She stated that the employee should have given me one and I told her that he never told me anything about a receipt or anything else, only that it had been taken care of.
Business response
07/18/2024
Dear BBB,

Thank you for bringing -******** concerns to our attention.

We have spoken to ******* directly. His renewal membership was refunded but only for a pro-rated amount, so we will be issuing the customer a mail check for the pro-rated difference he did not get back. When speaking with the customer he advised us this charge has impacted his credit score as this renewal incurred late penalties there were reported to the credit bureaus. We have advised the customer we would reach out to Citibank in hopes of getting any late fee penalties credited and see if ******** would correct the credit report. Correcting any credit report would be out of Best Buy's control as that is exclusively handled by the financial institution. .

Sincerely,

Best Buy
Customer response
07/18/2024
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
07/09/2024
Complaint Type:
Product 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.
Whirlpool 20.5 cu ft top-freezer refrigerator in black; Model WRT311FZDB; SKU *******; $699.99 + tax; ordered 6/16/2024; picked up on 7/4/424; unboxed 7/7/24. Product is damaged (scratched and dinged) in multiple areas. Contacted Best Buy Live Chat 7/7/24 and after more than 45 minutes, was disconnected. Called Best Buy at ************** on 7/8/24, spoke with ******** who explained that I will need to return the item and have the replacement re-delivered at my expense, unless I contact the local store and they find a way to help me. 1) I cant reach the local store because their calls are forwarded to their call center in which ******** works; 2) I am out of town and cannot walk into the store; 3) There is a deadline of 7/19/2024 to return the items, which I cannot make as this is a large, heavy appliance. I would need to rent a U-Haul again and coordinate physical assistance to accomplish the return to the store.
Business response
07/10/2024
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 with their supplied e-mail, and offered a resolution. The customer also has our direct contact information for further questions regarding their complaint.

Best Regards,

Best Buy Corporate
Initial Complaint
07/08/2024
Complaint Type:
Product 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 TV from bestbuy November 2023 it's a ********* the issue is the tv is turning of by it self and also the wifi keeps disconnecting from the tv i spoke to bestbuy about this 3times and when i called geek squad they promise to call me back about this issue but it's been over a month still waiting all i want is to have the tv replace
Business response
07/15/2024
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 are unable to honor their request. The customer also has our direct contact information for further questions regarding their complaint.

Best Regards,

Best Buy Corporate
Customer response
07/16/2024
I am rejecting this response because: The person who contacted me lied i tried calling the number back and emailing them back they never reply he sent in an email saying they can't do any thing and never followed up with me

Business response
07/17/2024
Dear BBB,

Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused.
We have reviewed the customer's inquiry and decided that we are not moving forward with the customer's request. The customer needs to contact the manufacturer for further assistance.
Best Regards,
Best Buy
Initial Complaint
07/08/2024
Complaint Type:
Delivery 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.
ordered a refurbished Mac Pro May 29th.... no updates. The store doesn't know what to do. *** says a label was created but have not received the package. No one can tell me where it is or what is happening. 10 attempts. Calls and in store questions. They are ignoring it completely.
Business response
07/10/2024
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 directly, and we offered an amicable resolution which has been accepted. Best Buy considers this matter closed.

Warm regards,

Best Buy Corporate
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have a My Best Buy Card NOT a Citi Best Buy Card, just the Store Card. It works because we just bought a TV with it a few months ago. I have been paying the bill with my ******************* pay but forgot and needed to pay it quickly. I went on the website, and it directs me to Citi. I called, texted and did the live chat and it directs me to Citi. I told everyone several times that we DO NOT have a Best Buy Citi card we have a Best Buy STORE card. How am I supposed to pay my bill if customer service and the website keeps directing me to an account that I don't have. I even for kicks and giggles tried to set up a Citi account and low and behold it didn't work, because I DON'T HAVE ONE! I would like someone to contact me and tell me how to pay my BEST BUY STORE CARD online or on the phone. FYI - even the bills just say's Best Buy NOT Citi! In this day and time, it is asinine to think that I have to either mail this bill in or use my ******************* pay to pay it.
Business response
07/10/2024
Dear BBB,

Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused. Both the Best Buy store credit card and **** card are managed through Citibank. For security purposes, Best Buy does not have access their credit card account and information. We have contacted the customer and forwarded their concerns to Citibank. Someone from Citibank will contact them and help them gain access to their account. The customer also has our direct contact information for further questions regarding their complaint.

Best Regards.
Customer response
07/13/2024
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. Best Buy contacted us within a few days. Then **** reached out a few days later. We were able to set up our account.
Initial Complaint
07/08/2024
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.
March of 2024 I purchased a brand new Frigidaire refrigerator!! It was delivered on April 9, 2024. On June 14, 2024 it totally stopped working - all freezer items were lost as well as all fridge items!! On that day I was given an appt for June 24th but later was later told that they dont come to ******* on Mondays so the service man came on June 27th. Was told that the invertor board was not sending consistent power to the compressor! Parts were ordered, this past Wednesday July 3rd I $1017.14was told that they are hoping the parts will be in on July 11th! That will be almost a MONTH we have been without a refrigerator!!! And there is no guarantee on that either!!!
Business response
07/09/2024
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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary