ComplaintsforBest Buy Stores, LP - US Headquarters

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted customer support because I had not received my $40 in rewards certificates for completing a promotion (3 payments to my card) something like that. I was shocked when the first thing the agent said was that he didn't see the certificates but saw that I had been given a $50 certificate for a previous promotion and because i didn't redeem them within the 30 day period it expired like a week prior to my called. I was never notified that the $50 was awarded, how am I supposed to know when they are awarded at random. He also said for the $40 certificate that I had to contact the credit card which I did and of course as usuall they said that while they confirmed the requirments were met they have nothing to do with the rewards. So as usual it was the blame game with each side saying it was the others responsibility.So I lost out on the $50 certificate because I never recieved a notification and the $40 certificate hasn't been awarded because the system isn't working.

  

  Business response

  07/12/2024

  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 regarding this matter and considered this resolved.  The customer also has our direct contact information for further questions regarding their complaint.
  
  
   Best Regards,
  
  
  Best Buy
  
  

  Customer response

  07/16/2024

   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

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 32 inch television from best buy located at *************************************************************************** and paid the amount of $131.39, the actual price was different it had a red sticker that had the brand matched with the sale price for $79.99 they are refusing to resolve the issue I refuse to go back to the store to resolve anything this ridiculous they won't honor the sale price

  

  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
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of gaming headphones on June 6th 2024. Right out of the box they did not work correctly. I emailed the manufacturer telling them the game console was an PS5, and the issue I was having with them. They would connect at first, but would constantly lose the connection, resulting in not hearing the video game. They emailed me back telling me to plug the receiver into the front port of the video game console. To which I replied that there was no front USB port in the PS5. The emailed again, giving me instruction on how to do a reset on the headset. I did the step by step instructions they gave me to see if that would fix the said issue. It did not. So, I emailed them again stating I did per their instructions, and it was still losing the connection. They returned my email, again telling me to plug the receiver into the front USB port, and to make sure the console was not pushed up against the wall as it may damage the receiver. I replied that there is NO USB-A port on the PS5! Fed up after a month of going back and forth, I took the ******************** back to the store I purchased it from which was Best Buy in *********, ** on July 6th exactly on the 30th day. All I wanted to do was exchange the item for a different brand. The associate informed me that their policy is a 15 day return policy not a 30 day return policy, but if I wanted to become a member, they would give me a 60 day return window. I told him that thats the definition of extortion. He said he would have a manager come up, but he would most likely tell me the same thing. And he did. Also telling me if I paid Best Buy $50.00 for a year, then they would give me a 60 day return window instead of the 15 day return policy. The end result being stuck with a $130.00 pair of headphones that dont work. I will be making a complaint to Best Buy themselves, Turtle Beach, and about their Manager rolling his eyes and telling me the definition of extortion was my opinion.

  

  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
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A REPAIR PLAN IN 2023 FROM BESTBUY USING GEEK SQUAD. I CALL TODAY TO FILE A CLAIM AND THEY TELL ME THAT THEY NO LONGER HAVE THE SERVICE BECAUSE THEY NO LONGER HAVE THE CONTRACT. THEY OFFERED ME THE OPTION TO PAY FOR A REPLACEMENT. I WOULDN'T HAVE A PROBLEM IF THEY HADN'T TOLD ME TO SET AN APPOINTMENT AND THERE WAS A FREE SERVICE I WOULD BE ABLE TO RECEIVE. I TALKED TO GEEK SQUAD AND THEY TOLD ME THEY COULD CANCEL THE SERVICE, BUT IT WOULD REFUND ME ANYTHING, SO I WASTED MY MONEY. THE OTHER SERVICE COST ****** AND I DON'T HAVE THAT MONEY. THAT WAS WHY I PAID FOR THE SERVICE KNOWING AT A LATER DATE I MAY NOT HAVE IT.

  

  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
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an 85" screen tv blow from an electrical surge. I had ****************** so they attempted to fix the tv. I had to wait about 2 weeks for the fix. The repairman replaced the power board and mother board only to find that the far right pannel was dimmed. He placed an order for a new pannel... another wait. He then informed me I had to contact Best Buy for a replacement. I got a replacement ordered only to have to wait another week. The replacement came and the brand new TV was no good. Did not work. The installers said I had to call Best Buy for a new TV. I called Best Buy and after an hour-long wait they refused to let me speak to a supervisor and the rep ****** said that a replacement would take up to two more weeks. When I pushed she said the best she could do was 5 days. This was still unacceptable being I had already waited 3 weeks and the company brought a faulty TV for a replacement. I was suppose to get a brand-new TV and appears as if they brought me a refurbished one that does work. The **** ***** told me she could not keep me on the phone and scheduled a call back from her supervisor. I told her this was unacceptable and I would not disconnect the call. She stated her call volume was too high and she could not remain on the line, again, not my problem. I wanted to speak with someone. She disconnected the call. This level of customer service from this ********************** and this call center is unacceptable. I still sit with an TV that does not work. I want this resolved.

  

  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
  
  

  Customer response

  07/11/2024

   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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Best Buy Geek Squad sent me an email saying I renewed a security system and it said if I called within 48 hours I could cancel. I called 2 times, both times the service person refused to allow me to cancel and said it was too bad an hung up on me

  

  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
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered a Mobile phone from Bestbuy.com on Jul 01, 2024. It was to be delivered by Jul 02, 2024. I ordered only because it was promised to be delivered on Jul 02, 2024. It never arrived and when I checked the status, it was not even picked from the store/warehouse by ****** I interacted with their customer rep through their chat app on ********************** to cancel the order as it was getting delayed. The customer rep confirmed that she has put a request to cancel the order/shipment. After some time I get an email from the customer support that the request has been rejected as the cancellation only work if requested within 30 mins of order. When I checked the status online, the order was still not cancelled. I contacted the customer support through their chat again and asked them about the status, they confirmed that the order will be cancelled and I will get refund to my original mode of payment.Not seeing any progress I contacted their X ********* Customer Support. I requested them to cancel the delivery as I don't want to even handle the package.The ******************** said that there is nothing they can do and that if I don't want the product, I can return it to nearest bestbuy for immediate refund or order a pick up and wait for 15 days for the refund. I reasoned with him that why would I need to spend time to return the package when they have messed up the fulfillment. They said its their policy and there is nothing that I can do except for accepting it. My question is,1. Why should I be bothered for their mess.2. What if I would have travel plans before the late arrival of the package. Who will take the responsibility of handling the package? How will be my money refunded

  

  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, 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 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a washer and dryer on line on June 26th, the first appointment was scheduled for Saturday June 29th, with a window from 7 am to 7pm, I took the day off from work and waited all day for the delivery, around 3pm I received a text message saying you were not able to delivery without and explanation and that I will receive a new appoitment within 2 days, which I never did, later I received another text to re schedule, which I did for today July 5th and I was expecting the delivery today but about an hour ago I received another text message that the delivery needs to be re scheduled, this is totally unacceptable and VERY umprofessional, I have taken two days of work which you are not going to pay me to wait for the delivery and only to find out you wont be here today either, I want a compensation and I want my washer and dryer deliver ASAP.

  

  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
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an Apple Watch 9. It never showed up and I was told it was lost. The agent said they could send another out with expedited shipping. I agreed. I then get a cancellation email. I then spoke with another agent who said that the new order was cancelled as well because its not the same price and to go to the store. I drove all the way into the store and they said they couldnt help me. And to call the 800 number I did. The phone agent said he couldnt help me and that I will get a refund in 10 business days in the mail. Or itd be credited to zip which isnt my card. The biggest issue is the watch now costs more money and if I actually do get a refund I cant get the watch for the same price

  

  Business response

  07/09/2024

  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  

  Customer response

  07/10/2024

   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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the week of June 24, we made an appointment with Best Buy to have a tech look at issues we were having with Best Buy Eufy security cameras'. We were given an appointment for July 2, between 7a & 7p. We were told we would be notified on July 1, of the four hour window. We were never got notified. On July 2, looking online I saw our window was between 11a & 2p. I waited all day and never received a call or email. I called the Best Buy a number of times, was put on hold, spoke to people who clearly didn't understand English. Was told i would get a call back. Finally at 5p received a call maybe from a Best Buy tech, he stated they were having 'buffering' problems and couldn't call customers. He promised to call me on July 3, and come and diagnose our camera issues. He never called or showed.

  

  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
  
  

  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.

*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. ↩