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

  5101 Hinkleville Rd Paducah, KY 42001-9049

• 

  Best Buy Company Boardman

  561 Boardman Poland Rd Boardman, OH 44512-4909

• 

  Best Buy Company, Inc.

  9901 Brook Road Glen Allen, VA 23059

• 

  Best Buy

  1980 Griffith Road Winston Salem, NC 27103

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:08/08/2022

  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 bought a laptop on June 30th 2022 for ******* on my credit card and then 300 something in store credit. The wrong item was sent and I told them this and then they were going to send out a replacement. The replacement ended up being delayed so I figured I should get a refund and purchase the correct item. I still havent received the refund. Ive called and chatted with numerous Best Buy reps and I cant get a resolution. I keep getting vague youll get your refund in ***** hours, well its been almost a month and I still havent received anything at all. Ive tried talking it out with Best Buy reps but I cant get anywhere. No one can give me anything concrete. I know that according to my rights as a consumer under the **** I dont have an obligation to send in the incorrect item, but I wouldve done that had I received the refund. Im not sending something back when it looks like I wont receive my money back. Since I have no obligation to, it looks like the best guarantee I have is to sell the item to recoup at least some of what Best Buy is refusing to refund to me.

  

  Business Response

  Date: 08/17/2022

  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,Tell us why here...

  Customer Answer

  Date: 08/18/2022

   I am rejecting this response because:
  
  I dont trust Best Buy to resolve this. I had called them and contacted support every 2 days and got no where until I had involved the BBB. This isnt a resolution, just an email saying theyve said something, which is not enough for me to trust them.

  

  Business Response

  Date: 08/21/2022

  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 using their supplied phone number and email. we are currently waiting on information from the customer before we can continue with their claim. We are still working towards a resolution for their concerns.  
  The customer also has our direct contact information for further questions regarding their complaint.
  Best Regards, 

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because:
  
  This isnt a solution

• Initial Complaint

  Date:08/08/2022

  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 ordered a Ping-Pong Table from Best Buy. When I opened the box the table was damaged on the corners. I promptly called Best Buy to notify them and started a case. It has been over week and they are not solving the problem. They have told me so many different things it is hard to keep track of them. My last conversation was with a supervisor who told me I had to keep the item and no refund would be given.I would take the item back to a store, but it's too big to fit in my car.All I did was receive a damaged item. I need my money back and for them to pick this item up ASAP!

  

  Business Response

  Date: 08/17/2022

  Dear BBB,

  Thank you for bringing ************************* concern to our attention. We were disappointed to learn about the issues he encountered when attempting to return a damaged product. We have been in touch with ************** and this matter has been resolved.

  Respectfully,

  Best Buy 

  Customer Answer

  Date: 08/18/2022

   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:08/08/2022

  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 received a bill from Geek Squad Billing Team for a Geek Life ********************* which I are my husband ***************************** who passed away June 26, 2022; we have never purchased a Geek life ********************* for $199.99 total $290.97. We have been attacked on a monthly basis by SCAMMERS. THE GOVERNMENT WILL NOT STOP THESE ATTACKS. SO, THESE INDIVIDUALS ARE MAKING A BUSINESS OUT OF THIS. THE INVOICE IS #******** AND THEIR INVOICE STATED HAVING RENEWED YOUR SUBSCRIPTION WE NEVER HAD A GEEK LIFE LOCK SECURITY SERVICE WHICH IS STATING $199.99. SO, GEEK SQUAD BILLING TEAM WILL HAVE TO SEE WHERE THAT PURCHASE WAS MADE FROM AND WHO MADE THE PURCHASE. WE ALSO HAVE IDENTITY THEFT. IF THESE COMPANIES ARE HIRING SCAMMERS TO SCAM CONSUMERS BECAUSE WE HAVE BEEN TARGET BY ******** AND PURSUED ON A DAILY BASIS. WHAT I WANT IS FOR GEEK SQUAD BILLING TEAM TO CANCEL THIS INVOICE #******** that was sent to my husband email address. As I stated before the government have no interest in stopping scammers. So please report this to your scam department.

  

  Business Response

  Date: 08/23/2022

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention.  We apologize for any frustration or inconveniences this may have caused.
  
  We have reached out to the customer to obtain the email received about the Geek Life Lock Security as this appears to be a scam from an entity impersonating the Best Buy/Geek Squad name as we offer no such life lock security.  We are awaiting a response from the customer with the information requested. 
  
  Sincerely,

   

  Best Buy

  Customer Answer

  Date: 08/23/2022

   I am rejecting this response because: I need what has happened from Best Buy to mail to me a letter of apology of the scam, sent to my address *********************************************************** 23824.  This letter is very much needed. 
  Today's date is Aug 23, 2022. This letter is needed as soon as possible. 
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  An order with Best Buy was submitted the beginning of June for an entertainment center and geek squad assembly. The order was cancelled, with the entertainment center being shipped back to the manufacturer. The geek squad part of of my invoice was refunded. The entertainment center was to take up to 15 business days. Several calls were made with customer service which they claim to have on their records. The 15 business days has come and gone, which was confirmed today 05Aug22 by customer services. At first they started it could take up to another 15 days to process, but its now in escalation. That said, the refund might still be out 15 days plus.As for supporting documentation, CS claims they don't have the ability to ability to send an email with confirmation. I do have a reference number if needed.

• Initial Complaint

  Date:08/08/2022

  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.

  on july 20th 2022 i went to ******* best buy to open my credit card that got closed ,, and i wanted to purchace a av reaciver order StoreNumber1058 001 **** 072522,,and at the time i gave 300 dollars to a best buy store clerk to put money down on the av reaciver so my payments would be lowerd andon july 27th i was suppose to pick it ** in the **************** but i got my av reaciver fixed and i no longer needed it,, ,, i asked for my 300 dollars back i put down ,the **************** has to have a paper trail or a recipt on july 20th 2022, best buy clerk told me i will have to contact the cti best buy credit card company ,, well the best buy credit card company is having problems and not helping me at all.. i tryed contacting best buys corp office with no luck just transfers me to bestbuy customer service ,, I NEED MY 300 DOLLARS BACK ,,or i will be closing my ***** credit card,, i tryed filing this before but i got no email responce back

  

  Business Response

  Date: 08/16/2022

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention. Please know we contacted the customer who stated that the issue has been resolved.
  
  Best Regards,
  
  Best Buy
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  7/11/22 $119.06 tv did not work on my antenna system tried everything i could think of but could only get weak signals tried another tv worked fine i am 71 forgetful and procrastinate was not aware i only had 2 weeks to return treied to return on aug. 2,2022 got not satisfaction or cooperation family gave me their old tv so all i want from best but is a refund

  

  Business Response

  Date: 08/23/2022

  08/23/2022

  To whom it may concern,

  Thank you for reaching out to Best Buy through the Better Business Bureau.  We have escalated this complaint with our corporate team and a specialist has contacted the customer.  Due to the circumstances we have offered an exception for a return and have provided a return label to the customer.
  
  Regards,
  Best Buy Customer Care

• Initial Complaint

  Date:08/08/2022

  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 purchased a washer with an extended warranty plan. I called in and set up 2 different repair appointments. It was determined on the second appointment the part needed to repair my washer was not available and the washer would be replaced under the warranty. I called in and placed the order for the washer and paid for another 3-year warranty. The washer that was sent was not a brand new washer as stated on the receipt but a beat-up dented mess that must have been another return from a different customer. I have pictures of what they had tried to deliver to me. I did not accept delivery of the washer. Before the delivery truck even left my driveway **** from Geek Squad was on the line and said they had made a mistake. He said the refused washer would need to be checked back into the warehouse but he would open a case ID ********* and call me later in the evening to set up the delivery of a new machine. The only thing they have done is set up an appointment for me to return my old washer which I will not do until my new machine has been delivered. I have done more than my part here. I have now purchased 2 3 year warranties and I still have a broken machine. I have been transferred around to agents that are answering the phones overseas and they do not understand what is going on. I am three hours plus in for this problem and still, nothing has been resolved.

  

  Business Response

  Date: 08/16/2022

  Dear BBB.
  
  Thank you for bringing this customer's 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 the customer can expect to be contacted within 24 - 48 hours.
  
  Best Regards,
  
  Best Buy

• Initial Complaint

  Date:08/05/2022

  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 a Mac Pro 14 described as an open box for my daughter on 6/2 . She would be traveling to ****** for 3 months. After receiving and turning on the laptop we noticed private information belonging to someone in ******** was in the system. Took it to Geek Squad to erase the memory and it was still showing up. Called customer relations several times and keep getting told I would be getting a call back. Still no answer

  

  Business Response

  Date: 08/18/2022

  Dear BBB,

   

  Thank you for bringing this to our attention. We apologize for any inconvenience this has caused.

   

  We have reached to ****** directly to work with her towards a resolution. She also has our direct contact information. 

  Customer Answer

  Date: 08/19/2022

   I am rejecting this response because:
  
  Issue has not been splvef as of yet 

  

  Business Response

  Date: 08/24/2022

  Dear BBB,

   

  I have parternered directly with leadership frrom the store in Northridge. They have a resolution in place and have contacted ****** to make her aware of this. When her daughter returns from overseas they will go into the store to have this situation addressed. 

• Initial Complaint

  Date:08/05/2022

  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.

  Hello-- I recently purchased a washer/dryer combination from Best Buy which included installation and haul away of my old working unit. When the installation team (3rd party) arrived at my home - they were inexperienced and unable to complete the job. Instead they broke my old working washer dryer machine and pulled out the pipes from the wall which they then said is leaking and the valve to shut the water of is broken. I called a plumber urgently to come "fix" the issue (which i paid him $500 dollars) to which he informed me there was issue and seamlessly shut of the water valve and even took apart my old machine and moved it to the side. I then got in touch with the team at Best Buy asking them to come and finish the install and haul away the old machine. They gave me date later in the week and then pushed the appointment back again to the following week. I have a client facing role and have not been able to have anyone over because i have 2 washer dryers in the middle of the house and a broken closet door and empty space. They claim they ****** expedite my installation and haul way.

  

  Business Response

  Date: 08/23/2022

  Dear BBB, 

  Thank you for bringing this client's concern to our attention.

  We apologize for any inconvenience.

  We have reached out to the client twice via email, and another two times via phone and left voice mails.

  To date, we have not heard back from the client.

  The client has our contact information.

  Warm Regards, 

  Best Buy

• Initial Complaint

  Date:08/05/2022

  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.

  Today (8/4/22) I was scheduled to receive and have installed the fridge that I bought last week from Best Buy. Immediately the installation crew asked me where my water valve shut off was located. Naturally, this was alarming as those who install refrigerators regularly should know how to locate a valve; they then informed me that they couldn't complete the installation because the tube wasn't long enough. I asked them to acquire the right length tube and they said they could not, as it would interfere with their schedule. I then told them I would need to contact Best Buy as I expected the fridge to be working when they left. They handed me a phone and told me I was on with Best Buy (I later learned it was not Best Buy and that it was the head of the company that Best Buy had contracted to install the fridge) The man on the phone told me that they couldn't install it because of the pipe- I asked to speak to his boss and he said "there is no boss. I am the boss". Let me talk to the Best Buy employee contact, I said I was passed to another employee that informed me that they couldn't install the new pipe because the old pipe was copper and they were not licensed to touch copper. They then told me that Best Buy had sent the wrong company to install the fridge and that they should have sent a company that could touch a copper tube. I asked for their best buy contact and they again gave me the name of a man who is connected to their company. I finally called Beast Buy myself and they informed me that they couldn't install the pipe- not for the reasons previously given- but because the tube was behind the cabinets, and they were not contracted to do that, and that I needed to hire someone to do that. I said that they had lied to me twice about why they wouldn't install it and I asked to file a complaint. the customer service rep said there really was no such department. I said that I would file a complaint anyway, which I am now doing with BBB.

  

  Business Response

  Date: 08/16/2022

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention.  We apologize for any frustration or inconveniences this may have caused.
  
  We have reached out to our delivery/installation support team that will be in contact with the customer to discuss resolution. 
  
  Sincerely,

   

  Best Buy

  Customer Answer

  Date: 08/19/2022

   I am rejecting this response because:
  they are asking me to hire someone to pay someone to install the line when there are contractors who will do it for them. I already paid for installation with them and I want them to pay someone to do it (if the previous company can't) The fine print available when I bought the fridge did not specify that that I had to have a specific type of water line. I obviously would never have bought the fridge if it couldn't be properly installed
  
  

  

  Business Response

  Date: 08/23/2022

  BBB,

   

  Thank you for allowing the client to vent their frustrations in regards to the home modifications that need to be done to their home before the installation can be completed by Best Buy. The clients line was found to be ******, which Best Buy doesn't install to as it is outside of our technicians scope of work. This is listed in our terms and conditions for delivery. The client has been advised by one of our delivery experts of the two options for resolution to hire a plumber to switch out the ****** piping or to have another provider install to her current set up. Best Buy considers this matter resolved. 

   

  Thank you,

   

  Best Buy 

  Customer Answer

  Date: 08/28/2022

   I am rejecting this response because:
  
  I have been treated so horribly as a result of buying a fridge from Best Buy. I am not asking for a refund or to be compensated- I am asking for them to hire someone to install it who is able to install it. If I can do so, they can do so. the matter is not resolved for me. *********