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:02/20/2023

  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 something for a friend from Best Buy, and after nearly a week later it arrived to our apartment. Instead of leaving it in front of the door like I thought they would, they left it in one of the lockers we have at the complex. I have no problem with that, but they didnt leave me the code to pick it up. Ive already contacted Best Buy and the code I was given didnt work. *** also contacted ***** who made the delivery, and am currently awaiting their response. Had I known this would happen, I would have picked it up myself at the ********** Best Buy store. I was looking for convenience, but it arrives on the 15th, and I still havent been able to get it out and give to my friend. Im so tired of trying to call people to get the code

  

  Business Response

  Date: 02/22/2023

  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 have informed the customer on the next steps on how to obtain their package. Best Buy considers this matter closed.
   
  Best Regards,
  Best Buy

• Initial Complaint

  Date:02/20/2023

  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.

  1/7/2023 I made a purchase @ best buy @ ********************************************************. Items were ordered. Order# *************. Order was cancelled by best buy on 1/30/2023 due to trouble shipping item. I can't find a phone number to contact store directly. Called their customer service 5 times. All calls were answered by different people.2/3/23 spoke with ***** 2/8 **** or ****,2/9 ***** said I will receive a refund check 5-7 days. 2/7 spoke with *** then **** another time was jazzelle. 2/16 no refund check. Called 2/16 didn't get that person's name because what's the point now. She first told me the check was cancelled since I didn't receive it. How would they know what maili get? Then she said a check was mailed 2/14/23. Now this check would take **** business days. Why the change from 5-7? Previous person(*****) said Saturdays count as business day. This other person name unknown refused to tell me if Saturdays counted as business day. She gave me a"check # **********". Quotations are because at this point I don't believe there is a refund check at all. She said the number really fast, I had to ask several times to slow down and repeat # and she seemed agitated at that request. She also put me on hold to get a tracking # from supervisor. Then said there isn't one. On 2/9 though, ***** gave me a confirmation# *********. Which at this point is probably fictitious. I gave that # to the person I spoke with on 2/16 she was clueless.i told her they basically stole from me. On 2/16 I did receive a billing statement for the best buy credit card. They have no problem mailing those. I paid that on 1/7 so don't owe them anything. They owe me $831.01. the best buy employee conned me into getting the card so I would get $75 best buy reward. So I did the card and immediately paid it off with my bank card. So I'm out $831.01 and they took back the$75 since the order was cancelled. Cancelled by them.

  

  Business Response

  Date: 02/23/2023

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused. We are contacting the customer with their supplied phone number and are working towards a resolution for their concerns.
  
  Best Regards,

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair 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 insignia gas dryer from best buy, it was delivered 7-3-2021. It was leaking natural gas from where the pipes connected to it when they installed it incorrectly. I had to pay someone to come fix that on July 4 2021. I contacted them, they gave me money off it. It always smelled like gas inside after it was not being used. In December 2022 the natural gas smell inside of it was worse. I bought an explosive gas detector, and it confirmed the dryer was leaking gas inside the drum when not in use. Paid a handyman again to come look at it, he said the gas valve assembly is bad. Encompass through insignia is the only place you can buy parts. I made an online purchase with them in December for a new gas valve assembly for around $150 total. It said it would arrive **** business days. Never arrived, I checked sight again and it then said it was on backorder until 5- 29- 2023. All the while this dryer is an extremely dangerous explosion risk. I've called insignia again in February of 2023 with no resolution. I've emailed them about this, that this is not okay to have gas leaking and I need something done and even though it says they will respond in 48 hours, I never received a reply email at all. I would actually like to file complaints against best buy, insignia, and encompass. They should not be allowed to sell defective products and I can't even purchase the part because they run a monopoly with the parts (can ONLY buy through them) AND it's on backorder, so I'm stuck with an explosive dryer that is still new. I DO want to keep the order I placed for the gas valve assembly, but surely there is some way I can receive it faster. Also, at this point, after all the problems I've encountered with this, they should make it right by not charging me for it. Their dryer is leaking explosive natural gas into the dryer in my home. I just want there not to be an explosion hazard, that's really not too much to ask. They should not be allowed to have a monopoly on parts

  

  Business Response

  Date: 02/24/2023

  Dear BBB,

  Thank you for bringing our clients concerns to our attention. We have reached out to client in regards to this, they have purchased a new unit with 3rd party. No longer needing assistance.

  Thank you,

  Best Buy 

• Initial Complaint

  Date:02/20/2023

  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 an order from Best Buy three days ago. One of the items is defective and needs to be returned for refund. But Im not able to process a refund online so I called best buy customer service and was given the runaround to eventually being told Im beyond the 15 day return policy and I would need to send defective item to the manufacturer. After arguing with ******* and wasting three hours of multiples calls the Best Buy, I finally was able to get a return shipping label sent to me. I understand best buy has 15 day return policy but it seems that Best Buy is a bit confused with basic math as I only had the item for three days. Very frustrating.Best Buy needs to fix their system include the automated call system I had to fight with just to get a human. If Best Buy system was working, I would not had a need to waste hours of my time arguing with Best Buy reps that dont understand Basic math.Please have Best Buy call me ************

  

  Business Response

  Date: 02/22/2023

  Dear BBB,

   

  Thank you for bringing this matter to our attention. We regret any inconvenience or frustration that *** have been caused. Our Corp teams have reached out to the customer to discuss this matter further. We consider this resolved.

   

  -BBCC

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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.

  Issues with rewards points. Unable to talk to American customer support agent at ********** and ********** The individuals in the My ******************* were unable to help due to outdated workstation software we determined. Unable to issues rewards due to this.Can you please add all the missing points in account that says 0 bonus points? I have literally been on phone for days trying to figure this out and they can't give me any more details. I can not reach Americans.

  

  Business Response

  Date: 02/22/2023

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention. Please know we communicated with the customer that they have received more points than they were eligible for. They will be unable to receive any further points for the remainder of 2023. If they have any outstanding questions though, theyre welcome to reach out using the contact information provided to them directly.
  
  Sincerely,
  **************
  Best Buy Corporate

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair 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 had purchased a **** car digital media receiver for my 2010 ****** Forester in February of 2020 with a 4-year protection plan. Well, it's now 2023 and the protection plan still has one year prior to expiring. The unit is starting to glitch out and the back up cam went out, making it dangerous to back up. When I initially contacted Best Buy to set up an appointment to fix the problem, I was told over the phone that they would be able to swap it out. I have dasham footage of the call. I get there on Feb 16, 2022, they tell me I have to send it in for servicing and they need to determine it to be unrepairable before they can swap it out. This means I will be driving without a digital media player, preventing me from using the CarPlay for GPS and answering or making phone calls while driving, causing very dangerous driving conditions. I attempted to contact Best Buy both by email and by phone with no avail. I would just like my digital media player replaced with a new one so I can be about my business without any safety issues.

  

  Business Response

  Date: 02/28/2023

  Dear BBB,
  
  Thank you for bringing this matter to our attention. Our records show the customer was contacted by the Corp team regarding this matter. Further information has been shared with the customer. We consider this matter resolved.
  
  
  -BBCC

  Customer Answer

  Date: 03/01/2023

   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 was satisfied with Best Buy Corporate contacted me and gave me the credit I asked for.  Already ordered the radio and will have it installed at the Best Buy store in **********/ *********, ** this coming Tuesday.

• Initial Complaint

  Date:02/20/2023

  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 bought a Macbook Air at the Best Buy website yesterday (February 18th). Order number: BBY01-806742736609. The order was supposed to arrive on the same day by *****. My purchase was signature required, in other words, it needed my signature upon receipt since the order was expensive (almost a thousand dollars). Ive waited the whole day and no one showed up with my order. Later at night, I went on the Best Buy website and it said that was delivered but there was nothing on my porch or door and none of my neighbors got my order either. I filed a complaint with Best Buy and they seem unable to help. Their customer service is terrible. And I wont buy with them again. The next step is filing a court claim. They didnt collect my signature since it was REQUIRED, they didnt leave my product with someone trustable and they didnt leave at my door. Thats outrageous and serious.

  

  Business Response

  Date: 02/22/2023

  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 with their supplied phone number, and they have stated their concerns have been resolved. The customer also has our direct contact information for further questions regarding their complaint.
  
  Best regards,
  Best Buy

  Customer Answer

  Date: 02/23/2023

   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:02/20/2023

  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.

  During the last three weeks, I have suffered numerous delivery failures which have delayed deliveries and required me to wait for hours for deliveries that never arrived or were mishandled. The first involved delivery, assembly and set up of an 85 inch tv and associated stand. Delivery and assembly were covered by the TotalTech membership I purchased. The stand was to arrive snd be assembled on a Thursday, with the tv to follow the next day. Instead, the stand was shipped by ***** with no plans for assembly. This resulted in a several week delay. The remaining incidents involved failure and install a washing machine. In each case. A 12 hour delivery band was proffered which I insisted be reduced on the morning of delivery day. In each case, the delivery did not arrive as promised snd there was no communication with me, resulting in many wasted hours of waiting. Prior to the last delivery attempt, I put Best Buy on notice that failure to deliver as promised would result in my cancellation of all relationships with BestBuy, refunding of my Totaltech membership cost, and appropriate compensation for lost time. These matters remain unresolved. A major problem is Bestbuys abysmal customer relations policies. There is no email address for complaints; calls are fielded by ineffectual answering services in various countries; and supervisors are hard to reach and when contacted are evasive

  

  Business Response

  Date: 02/26/2023

  Dear BBB,
  
  Thank you for bringing this concern to our attention.Please know we've since partnered with our Geek Squad *********** team to escalate their concerns and are working to resolve their complaint. If they have any outstanding questions, they're welcome to reach out to their direct contact should any unexpected issues arrive.
  
  Sincerely,
  ********************
  Best Buy Corporate

  Customer Answer

  Date: 02/27/2023

   I am rejecting this response because:
  O
  I have contacted Bestbuy after each of it's many failures to provide satisfactory services. In each instance, I was assured that the problems would not recur but they have. The following is the list of the actions Bestbuy needs to take to resolve this matter: 1. Reversal of the recent charge for renewal of *********** services after I had informed that I would not renew; 2. Confirmation that a charge for the sale and delivery of a dishwasher that never arrived; 3. Compensation for the nearly 20 hours of my tlme lost for three separate deliveries which never arrived and, indeed, with respect to which  Bestbuy never contacted me to advise that the delivery would not arrive as promised

  

  Business Response

  Date: 03/06/2023

  Dear BBB,
  
  Thank you for bringing this concern to our attention.Please know we've since partnered with our Geek Squad *********** team to escalate their concerns and are working to resolve their complaint. If they have any outstanding questions, they're welcome to reach out to their direct contact should any unexpected issues arrive.
  
  Sincerely,
  ********************
  Best Buy Corporate

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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 tried ordering some items for my son on Feb.14th, one of the items was delivered via email to download, and the other item ended up not being in stock. So I got some assistance to order him something else with a Best Buy Rep, that item ended up being canceled. i called Citibank to make sure my card was ok, they stated nothing was wrong with my card. I called BestBuy again and a rep sent me an invoice to order another item, and stated that everything would be resolved. I never got an mail stating that the order was ready. I called again and a rep told me that my account was on verification hold, and that the verification team would send me an email by Feb 18. I have not received an email at all. I called again and asked to speak with a supervisor on the 18th, the rep stated that the managers were in a meeting, they took my phone number and stated a manager would call me back. Today is 2/20 I have not received no call, any assistance. I am totally disabled so this is causing a lot of stress, and I can't physically go into a store at this time. My son has helped me with most of this but it has not yet been resolved, and I need to speak with someone who can resolve this immediately. I am receiving a complete run around, and no results.

  

  Business Response

  Date: 02/25/2023

  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 with their supplied contact information and are working to address their concerns. 
  
  Best regards,
  Best Buy

• Initial Complaint

  Date:02/20/2023

  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.

  I have been trying to log in and close my account with best buy. I continue to receive emails which indicate that someone is using my Best Buy account. I am un able to log in because Best Buy automatically initiated a two factor code which used my last phone number before I deployed overseas and they wont provide an overseas phone number which allow me to call. I was able to start a chat and was told that they would close my account with reference number *********. That didnt happen and I am concerned they are choosing not to close my account intentionally at this point. As a result of the interaction with the unbelievably frustrating chat representative, the number of problems Best Buy has provided, and all for nothing other than my wish to access my account I no longer wish to conduct business with Best Buy. I wish for my account to be closed, if its not closed with this final attempt I will also open a ************************ complaint for identity theft as it is clear Best Buy doesnt care who is running my account even if its not me.

  

  Business Response

  Date: 02/22/2023

  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 with their supplied e-mail, and informed them that we have successfully closed their Rewards Account. The customer has our direct contact information should they need further assistance.

  At this time, Best Buy considers this matter resolved.

  Warm regards,

  Best Buy Corporate

  Customer Answer

  Date: 02/22/2023

   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.