Complaints

This profile includes complaints for Best Buy Stores, LP - US Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Best Buy Stores, LP - US Headquarters

  7601 Penn Ave S Minneapolis, MN 55423-8500

  
• 

  Best Buy Co., Inc.

  4251 Outer Loop Louisville, KY 40219-3850

• 

  Best Buy

  9930 Southside Blvd Jacksonville, FL 32256

• 

  Best Buy

  13141 City Station D Jacksonville, FL 32218

• 

  Best Buy Company, Inc.

  11200 W Broad St Store 423 Glen Allen, VA 23060-5815

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/28/2023, I placed an online order via BestBuy.com for 3 eero WiFi devices, totaling $531.22. Order#BBY01-806745721451. My order was allegedly delivered on 03/01/2023, however never accounted for. No photo and/or proof of the alleged delivery. Also, the shipping details indicated that a signature was required on delivery but never obtained. Over the course of 3 months I had been in contact with Best Buy and the carrier several times through all platforms including live chat, telephone and e-mail. All to be lied to by Best Buy reps who led me to believe I would be getting refunded - lies and empty promises.I initiated a claim with the carrier and a thorough investigation was completed Upon completion of their investigation, the carrier was unable to locate the package and therefore determined the package to be lost and subsequently had accepted responsibility of losing it BB was made aware of this and per the carrier to BB: *The claim was issued and paperwork was sent to the sender. We haven't received yet the filled out claim paperwork from them. Once we received it, the claim will be processed for payment.I would suggest to contact your sender for additional assistance and ask that they send us the paperwork as requested. ** would reply that they were sending info to carrier as requested and that my refund would be processed soon. The lies dragged on for a little over 2 months and they never completed the paperwork requested by the carrier. 5/13/23: I received an email from Best Buy which read: Weve concluded our investigation and have determined we will not be providing a refund or replacement item.? At this time, we encourage you to work with local law enforcement regarding this matter (had done). So I disputed the charges with my bank. Unfortunately, by the time I initiated the dispute, it had fallen outside the required notification timeframe per policy. They suggested that I contact the BBB.? I just want my refund as promised and as I am owed.

  

  Business Response

  Date: 08/04/2023

  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 issued a full refund onto their original form of payment. The customer has our direct contact information, in the event they have any additional questions or concerns.  Best Buy considers this matter closed.
  
  Best Regards,
  Best Buy

  Customer Answer

  Date: 08/07/2023

   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.

  I am still waiting for my refund to process into my account but I am hopeful it will process soon as promised and this all can be resolved and done with finally. 

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two washers that were broken. I have not received my product and when I called they said they can't help me until their dispatcher brings the product to the warehouse. I tried to find a resolution and didn't receive one as they refuse to send out a new product or a refund at this time.

  

  Business Response

  Date: 08/09/2023

  Dear BBB, 
   
  Thank you for bringing this customers concerns to our attention. Our Geek Squad *********** team has contacted the customer to discuss the matter.  
   
  Best Regards, 
  Best Buy 

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online purchase on 7/27/2023 (order number BBY01-806780711174) from Best Buy for $214.49. It was to be delivered on 7/29/2023 and I waited in my home for the arrival as to be present for it's delivery. I received a text message and email at 3:08pm stating the package had been delivered. I immediately went to the front porch (3 mins later) and there was no package. I checked my mailbox and again no package. I immediately called customer service asking for a photo of the delivery to be able to determine if perhaps it was delivered to a neighbors home and I might recognize the porch. They stated there was no photo or proof of delivery and that they would replace the item. They asked if I wanted the replacement to be shipped or picked up; I requested delivery. After I hung up and thought about it I changed the replacement order to be picked up as I didn't want there to be an issue with delivery again. For three days they kept telling me the pickup order was "in process" and required "further verification" and to please patient as it would be ready within 24 hours....for three days in a row. Finally, as of this morning (7/31/2023) I requested the item to be cancelled and a refund to be issued as the item was still not ready for pickup. They said that was no problem. Several hours later, I received an email stating a refund would not be given as they show it was delivered. I have called no less than a dozen times over the last several days and I am unable to obtain resolution in any way. I requested proof of delivery on multiple occasions and they continue to reiterate there was none. I am requesting a full refund immediately.

  

  Business Response

  Date: 08/03/2023

  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 have issued a refund onto their original form of payment. The customer has our direct contact information, in the event they have any additional questions or concerns.  Best Buy considers this matter closed.
  
  Best Regards,
  Best Buy

  Customer Answer

  Date: 08/06/2023

   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 was frustrated it had to come to this point to resolve the issue, I am appreciative of the very **************** once the complaint was filed. 

  Thank you!
  
  ***************************
  

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12, 2023, I placed an order online for an item of $217.89 order #BBY01-806776910456. On July 13 I received an email with a photo indicating that the item had been delivered. The photo in the email however was not of my porch and had not been delivered to my home it was delivered to the wrong home. I could not find a phone number for Best Buy so I contacted their carrier Roadie because that was the only phone number I could find on then email. I waited on the phone for at least 25 minutes so then I began an online chat with Best Buys customer service. Their recommendation was for me to contact local authorities. I found a phone number for Best Buy and was told I needed to have the carrier company investigate the issue. At that time, it was too late to continue to try to reach someone. On the morning of July 14, I received a text from someone from Roadie asking me to confirm that I received my package, and I said I did not. That person said they would be reviewing it.Since then, I have had at least two phone calls with Roadie and two with Best Buy each time I am told that the other company needs to file a claim. Best Buys online store is the business where I bought the product and they are the business that took my money and I still do not have the product. It should not be the customers problem if they have issues with their delivery vendor. They should be accountable for the businesses they choose to contract with and whether it be Roadie or any other carrier Best Buy is still responsible for getting the item to the customer. The last communication I had with Best Buy was on July 18 they said they could not refund the item because the carrier would need to investigate what happened to the package.I have since disputed the charge with my credit card company but that can take 60 to 90 days to resolve, and I am outraged that in addition to lost time and money, I now must wait another 2-3 months to see resolution.

  

  Business Response

  Date: 08/04/2023

  Dear BBB,

  Thank you for bringing our clients concerns to our attention. We have reached out to client with a resolution after our support team completed their investigation. Client has confirmed resolution.

  Thank you,

  Best buy 

  Customer Answer

  Date: 08/07/2023

   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

  Date:07/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an LP washer and gas dryer on 7/13/2023 and an lp conversion kit because I have propane and it is indicated on the receipt. Several days later an installation team came installed everything and left.I did 2 loads of clothes.On the first load I thought that I smelled something funny.On the second load of clothes, the dryer was flashing an error code and large flames could be seen in the back. I found the code and turned the gas off. The code said that the dryer was unsafe. I called Best Buy and after several hours on the phone they had the installation team call back and they asked me whether I had propane. I told them I did and it said so on the paperwork. They said the conversion nozzle was not on their truck so that's why they didn't install it. They came back and installed the nozzle and the dryer didn't work. They blamed it on it being a defective dryer. After hours on the phone with Best Buy again they ordered another dryer which they delivered in a couple of days. The same team installed it again and it didn't work so they blamed it on my propane company and said that I didn't have enough pressure. I had the gas company, *****************************, on the speaker phone and they said that was ridiculous, but they came out immediately because they feared for my safety.They checked all of the gas lines and as predicted, nothing wrong with my propane. Now after several more hours on the phone with Best Buy they were sending out the Geek Squad repair team.They came out a day later and said what my propane company said, that the initial installers had broken not one, but 2 ignitors.The Geek Squad does not carry parts so again ordered another dryer. More hours on the phone with Best Buy and they said that they could bring me a dryer in a week. We spent two hours at the store yesterday, where we were assured that they would make exchange and bring a new dryer today. Only came to take the dryer. Didn't bring new dryer. Went to store had to buy a second dryer.

  

  Business Response

  Date: 08/09/2023

  Dear BBB, 

  
  Thank you for bringing this customer's concerns to our attention. We apologize for any frustration or inconvenience this may have caused. Best Buy has reached out to the customer and provided the appropriate resolution. The customer has our direct contact information should they have additional concerns . If you require additional information regarding this matter, please feel free to reach out. 

  Cordially, 

  Lisa  

  Executive Resolution Specialist 
  Best Buy Customer Care 

  Customer Answer

  Date: 08/10/2023

   I am rejecting this response because: I have requested that Best Buy no longer install propane appliances with conversing kits, because their third party installers are not accredited to do so.  I explained to the management at Best Buy that ********** and Loews, their chief competitors, do not install propane appliances but instead have the customer's gas ********************** so the installation. 

   

   
  

  
  

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an ** ChromeBook (Order No. BBY01-806778885426) open box in excellent condition. The advertisement expressly stated (and still states) that the ** ChromeBook comes with a 45 Watt Charger. The computer is fine, but the ******* included in the box is for a ******* device and is only a 33 Watt (max) ******* and does not appear to be correctly impedance matched with the computer and thus DOES NOT MEET THE SPECIFICATIONS OF THE ADVERTISED PRODUCT. When I contacted *******, they told me that my only option was to return the computer. However, they falsely advertised the product and I am entitled to receive the product that I purchased and for which I paid.

  

  Business Response

  Date: 08/02/2023

  Dear BBB, 

  Thank you for bringing this customer's concerns to our attention. Best Buy has reached out to the customer and provided the requested resolution. The customer has our direct contact information should they require additional assistance. 
  Please feel free to reach out if you require additional information. 

  Cordially, 

  Lisa 

  Executive Resolution Specialist 
  Best Buy Customer Care 

  
  

  Customer Answer

  Date: 08/02/2023

   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

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a portable air conditioning unit from bestbuy.com on July 16, 2023 at around 4 pm. The email told me I would get it by July 19th. It is now July 28th. It is 94 degrees in my house. I have received like 1 update from them. I called them tonight on July 28th to cancel my order. They charged me $302.67 for the air conditioner. I don't think they should charge you for something you have not received yet. They also told me they can only cancel it within 30 minutes of placing the order. They said I basically have to wait until I get the air conditioner (if it ever comes) and then return it to the store in order to get a full refund. This is completely ridiculous and very poor customer service. My order # is ******************. The website says a *** bill has been filled out, but *** does not have the package. I feel like this is a scam tactic to force you to keep what you ordered. I'm also going out of town soon and I won't be home to receive the package and I have no one to pick it up for me. I am hoping you can help me get this ordered canceled and to get a full refund back. Thank you for your help I really appreciate it. I am very frustrated.

  

  Business Response

  Date: 08/02/2023

  Dear BBB,

  Thank you for bringing this customers concerns to our attention. 

  We have contacted 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,

  Best Buy

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6- 25-23 bought and ordered for delivery to a second home one hour away from primary residence a kitchen suite of appliances (refrigerator, dish washer, stove and microwave). Delivery was scheduled for ****-2023. This was done at ************, ** store.On **** only stove and refrigerator delivered and installed- microwave was damaged and dishwasher forgot to be put on delivery truck.After multiple attempts to get delivery rescheduled together, dishwasher scheduled for **** and microwave not until ****. Attempts to get both delivered on same day were futile and told could not happen. Dishwasher not delivered on **** a second time due to damage. Microwave delivered but not installed also again due to damaged.********** again could not be rescheduled until 8-4-2023- received email confirmations for dishwasher delivery on 8-4 - on ****, **** and ****. This would be the third attempt.Microwave rescheduled on **** to be on 8-4 with the dishwasher and received email confirmation. This would be the 3rd time for the microwave.Now on **** received email changing the dishwasher delivery from 8-4 to 8-9 without any call. This will now be over one month late and after we made multiple trips out for delivery.I was told today **** that even though we have three email confirmations the dishwasher was to be delivered on 8-4 that it no longer could and we would have to wait until 8-9 which will require another (4th) special trip to this home for delivery. We request the 8-4 date for dishwasher delivery (along with the microwave) to be honored given it was confirmed three times in the past two weeks and we have made special plans to be there for the delivery. Between the microwave and dishwasher there have been FIVE delivery/ install mistakes in 30 days. The ***** TECH and store personnel have not been able to help. There is no communication and coordination between purchase and delivery and no help to fix this given all the Best Buy mistakes.Thank you.

  

  Business Response

  Date: 08/09/2023

  Dear BBB,

  
  Thank you for bringing this customers concerns to our attention. We appreciate your patience as we work to resolve their concerns. Please know that this complaint has been forwarded to our Geek Squad *********** team and they are working with the customer to find a resolution. 
  

  Best Regards,

  Best Buy

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/26/23 ordered Whirlpool (WP) fridge Best Buy (BB). Pd. $1,584.97 (w/waterline kit, install, delivery, Ord. *************, delivery 4/4). 3/27 call from Gen, delivery postponed to 5/22. Her direct #*************). Will call us 3/28 for earlier date. ** call. We called 4 different days, left messages, no call. Spoke w/other cust. serv. (cs) reps. ** answer, bounced from one to another. 4/18 spoke w/*** (post purchase support). For all the frustration in dealing with all of this, numerous calls made/hrs. on phone, etc. BB gave us a gift of $350 on 4/19/23. Since 4/18 spoke w/over 15 reps/supervisors. Rep told us to call warehouse 5/2 to see fridge was there to be delivered 5/10*5/12. Called 5/2. **t there, looking late July, no guarantee. We spoke with BB supervisor 5/2 to cancel order and refund us total of $1,584.97. On 5/3 $1,234.97 refunded. BB owes us $350. ** says $350 gift they gave us back in ***** would no longer be a gift, but used as part of refund. Several supervisors said we would be refunded $350 owed to us and credited to our acct. by a certain date, case #'s given, no credit. Spoke w/Diego 6/19. $350 will be credited to our acct. 6/27. Case #********* Other case #'s/reps: Leka * *********, Supervisor Aldeana * *********, ****** *********. Never credited. Spoke w/****. **t credited $350 on 6/27. Said they will not pay balance of refund. Said already did on 4/19. Our order wasn't even canceled until 5/2. **** talked over me, was rude, wouldn't listen. I asked her to connect me w/her boss/supervisor. She said no, she refused, said she wouldn't and going to disconnect our call. I told her I was going to file complaint w/BBB and with BB corporate. She didn't care, said go ahead and hung up on me. That $350 was a gift from BB (see above). BB now claim they are using gift they gave us of $350 back in ***** as part of refund. This whole ordeal in dealing with Best Buy has been horrible to say the least. We want the balance of our refund in the amount of $350.

  

  Business Response

  Date: 08/03/2023

  Dear BBB,

  Thank you for bringing this customer's concerns to our attention. We regret any frustrations that *** have been caused. Best Buy has reached out to the customer and provided detailed information to resolve their concerns. The customer has our direct contact information should they have additional questions or concerns.

  Please feel free to reach out if you require additional information.

  Cordially,

  ****

  Executive Resolution Specialist

  Best Buy Customer Care

• Initial Complaint

  Date:07/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Date Of Transaction is July 27th I Had Bought A Gift Card For 500$ The Website Says I Will Receive It Within 30 Minutes I Have Yet To Receive It, It Is Now July 28th And I Am Now Going To Miss The Airbnb To Buy For A Birthday Gift The Website ***************** Am Very ********************** Does Not Help At All.

  

  Business Response

  Date: 08/01/2023

  Dear BBB,

  Thank you for bringing this customers concerns to our attention. 

  We have contacted the customer with their supplied phone number. The order/transaction has already been canceled and refunded. The customer also has our direct contact information for further questions regarding their complaint.

  Best Regards,

  Best Buy

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  
  I Am Not Happy At All I Was Told That My GiftCard Will Be Sent Within 30 Minutes I Still Have Yet To Receive My Refund I Lost My Reservation I Would Have Never Purchased The Item If I Would Have Known That You Will Have To Wait 24 Hours To Recieve It, Their Website Is Very Misleading & False Advertisement Im Very Upset.