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 Co., Inc.

  4251 Outer Loop Louisville, KY 40219-3850

• 

  Best Buy Company, Inc.

  9901 Brook Road Glen Allen, VA 23059

• 

  Best Buy

  4707 Valley View Blvd NW Roanoke, VA 24012-2000

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:06/21/2022

  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 purchased an Insignia mini fridge from the Brick location for $129.99. Once I got home I saw the front door was damaged. I called corporate because you cant call the store and spoke to a ******. ****** instructed me to go back to the store and call back to get some sort of refund for my troubles. The rep who gave me the product must of dropped the item because he showed me a band-aid on his hand when he brought me the item. So the item was dropped not advised and put in my vehicle. Now I'm on with best buy rep and they have no records of any associate speaking with me and basically tell me there is nothing they can do. I want was was promised to me and promised by the associate.

  

  Business Response

  Date: 06/28/2022

  Dear BBB,
  
  Thank you for bringing the customers concerns to our attention. Please know weve contacted the customer and processed 10% back to the original method of payment. If they have any outstanding questions though, theyre welcome to reach out using the contact information provided to them directly.
  
  Sincerely,
  **************
  Best Buy Corporate

  Customer Answer

  Date: 06/28/2022

   I am rejecting this response because:
  
  Two representatives promised me a 30% refund and now there just happens to be no record of such interactions. Best Buy need to retrain and actually review processes on logging any interactions with customer. 

• Initial Complaint

  Date:06/21/2022

  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.

  The laptop for order BBY01-806643453887 was returned on may 25th 2022 under tracking 1Z30Y81R9091286226 with *** to best buy and best buy said to wait 15 business days for the refund to be issued back to my card and there has been no refund issued at all. there is no way to get in contact with anyone, i would like a refund back asap, you guys have your merchandise now send back my funds as requested.

  

  Business Response

  Date: 06/28/2022

  Dear BBB,

   

  Thank you for bringing this to our attention. Based on our research, it was determined that the item received at our ********************* was not the item that was shipped to ********. The item was something we do not sell at Best Buy. Therefore, we will be unable to provide a refund and the item was shipped back to ********. *** tracking shows the item was delivered back to ******** on 6/11.

• Initial Complaint

  Date:06/20/2022

  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 am a consumer who pays for membership service in Best Buy Geek Squad, for warranty and technical support (Best Buy Total Tech Member). I utilized Best Buy Geek squad to perform a remote online tech session on my laptop to correct issues with my email on 6-14-22. There were 4 sessions over 2 days as the problem was not fully corrected during the first 3 sessions. During the 4th session, the verified Geek Squad technician infiltrated my Amazon account and purchased gift card which was cashed immediately. As soon as I became aware of the security breach, I terminated the online session. I then began the arduous process of changing passwords universally, as well as cancelling back card, etc. I concurrently attempted to contact Geek Squad supervisory staff at many different numbers to report this incident. I kept getting sent out of the country with the highest level of escalation being "2nd level technician" who did not know where to go to report this theft. I tried their corporate offices in **, I was run in circles and was told there was no one to talk to and was referred back to their ************ number which took me out of the country to the same dead end. The evening of the 15th I took my computer in to the local Best Buy store (611 ********, *********, ** *****) and sought out assistance from the Geek Squad manager. His name is ******************* . He was helpful in checking my computer in to be scrubbed for virus and possible infiltration/access software, however did not have any path to report this fraud, could not provide me with any corporate office contact to report this myself. I expressed my dismay and concerns that they have an employee that is committing fraud, and possibly doing it to others while this goes unattended. I also sought out the store manager, spoke with one of theirs *********************. He did not know who to contact to report this fraud. Though he is trying to help, I needed to report this to BBB in hopes they can investigate and get assistance for me

  

  Business Response

  Date: 06/28/2022

  Dear BBB,

  Thank you for bringing this matter to our attention. We have contact the customer and currently working to resolve this issue with local leadership. We apologize for any inconvenience this may have caused. We will provide an update once this matter is resolved.

  Respectfully,

  Best Buy

• Initial Complaint

  Date:06/20/2022

  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.

  Overall, the issue stems with being provided miss information about a purchase by a customer service representative prior to going to a store front location. 1) At 11:25 am CST on 6/19/22 I made a call to the Best ******************** Phone number, ************. An associate, of unknown name (we will discuss further this in point 3), was the originator of miss information according to the Host of the Best Buy Store location I traveled to, as well as ***, the supervisor I spoke with during my second call after leaving the store. When speaking with them, I let them know I was able to make a purchase with credit I received for selling items at a store, for ****** and Nobel gift cards or PlayStation gift cards, online at BestBuy.com. The representative who spoke me with during this call provided me assurance that my Best Buy credit I received from selling Best Buy 2 iPads and 2 iPhones would allow me to purchase ****** and ***** gift cards in store as the store would help me. 1.5) Let it be known, this call was recorded by Best Buy as the automated system did specify to me that my call would in fact be recorded after the automated message that my call could be record. There is record of this call as far as I know due to this disclosure. 2) I drove *************************** an area with gas at **** a gallon just to be told by the host that the representative told me wrong information as gift cards can not buy gift cards in store. This was at the North Ave ******* location.3) I left the store while calling the customer service number again, and spoke with an agent who transferred me to their supervisor ***, when calling at 11:42 am CST. *** specified that they could not provide me with the representatives information who helped me before in order to provide it to the BBB. They also said there wasnt a department who could help me. *** also stated they could not provide any compensation for my wasted time or gas due to the miss information.

  

  Business Response

  Date: 06/29/2022

  Dear BBB,

  Thank you for bringing ***************************************** concerns to our attention. We appreciate your patience while waiting for answers.

  Please know that Best Buy gift cards cannot be used as a method of payment towards other gift card purchases, even if it's for a third-party retailer. We apologize if ****************** was advised otherwise and will ensure his feedback is documented for possible coaching and future training opportunities. If ****************** has any other questions about this matter though, he's welcome to follow up using the contact information provided via email or view the link below. We'd be happy to help however possible.

  https://www.bestbuy.com/site/gift-cards/gift-card-faq/pcmcat1526048189330.c?id=*******************

  Sincerely,

  Best Buy Corporate Office

• Initial Complaint

  Date:06/20/2022

  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.

  We brought our iPhone in for a battery replacement service and they gave us back the phone with 11% charge on it and we were unable to completely charge the battery up.

  

  Business Response

  Date: 07/07/2022

  Dear BBB,
  
  
  
  

  Customer Answer

  Date: 07/12/2022

   I am rejecting this response because:
  
  

  I have only received one email from Best Buy and that was the sender asking me which store in ****** did we take my wifes phone to. They have not offered any kind of resolution or any further information. Thank you.

  
  

  

  Business Response

  Date: 07/14/2022

  Dear BBB,
  
  
  
  

• Initial Complaint

  Date:06/20/2022

  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 am a repeat best buy customer I am a total tech customer A treadmill purchased in late 2021 is still under warranty and Ive bought extra protection On Wednesday, June 1, my treadmill stopped working and blew a fuse in my home electrical system repeatedly. I called total tech and was told that the treadmill should be replaced given the nature of the problem but the pro-form **** was not in stock and I agreed to upgrade to a pro-form ****. My Best Buy credit card was charged. A delivery was scheduled for the next day Later that day, Best Buy canceled the delivery and thats when my very unfortunate customer service saga with Best Buy began . I have called Best Buy over 15 times in the last 18 days. I have engaged in 2 live chats. I have been upgraded twice to sections within **************** that supposedly deal with the most difficult problems. I have been put on hold for endless hours while representatives research the issue. I have been advised to request to speak to a supervisor only to be told that it is impossible to speak to a supervisor but that a supervisor would call me back. At the suggestion of one total tech representative, I visited the ColumbiaGateway store which I was told was necessary to resolve the problem. I was not unexpectedly, told I had been given bad advice but that they would look into the problem.They did , and resubmitted the order and a delivery was finally re scheduled for June 17 . Within minutes it was canceled by Best Buy and I was told that the delivery could not be scheduled so I emailed the store again and have not received a reply I know these treadmills are in stock . I believe they are not scheduling delivery to avoid the cost of a replacement

  

  Business Response

  Date: 07/07/2022

  Dear BBB,

  Thank you for bringing this matter to our attention. We are currently working with our delivery team who is contacting the customer to assist with this issue. We apologize for any inconvenience this may have caused. We will provide an update once we have more information.

  Respectfully,

  Best Buy

• Initial Complaint

  Date:06/20/2022

  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.

  order number ************* date of purchase may 28, 2022 I have purchased over 8k worth of appliances delivery and installation was scheduled for June 14 no one showed up (or called to let me know they weren't;t going to show up)when I called the 800 number to have it rescheduled I was hung up on I have tried to reschedule delivery over the phone as well as via the website to jo ****** all I am being told it will be escalated and someone will contact me but no one has

  

  Business Response

  Date: 07/11/2022

  To Whom It May ************************ you for bringing this matter to our attention. First of all, we are very sorry to hear of the customer's setbacks when dealing with this matter.

  Please know that we have contacted the customer and are currently working to address their concerns. We will provide more details when this is fully resolved. 

    
  Thank you,

• Initial Complaint

  Date:06/20/2022

  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.

  Bestbuy charge me a tech support fee promised to fix my computer and now the manager ******* from ************* store # *** is calling me trying to charge more money for the repair and when I told him that I was going to file a legal complaint he told me that they have lawyers and even told me that he was going to give their attorney phone number so my lawyer can call their number

  Customer Answer

  Date: 06/21/2022

  When I took my computer ****** the person who help me charge me ****** for a total tech support because my computer was not turning on, they never call me back and I call several times trying to get a date for when my computer was ready they never respond even when I left messages to call me back, So I when this past Saturday 06/18/222 and I spoke to ******* V store manager and he told me that that I have to pay ***** so they can see if they can repair the computer .  and I told them that this was not what they sale me and that I was going to seek legal help, he respond with we got lawyers. and yes they still have my computer

  

  Business Response

  Date: 06/30/2022

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused.
  
  The client has been in contact with our internal support team, and are working towards a resolution for their concerns.
  Best Regards,
  
  Best Buy

• Initial Complaint

  Date:06/20/2022

  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 called the online help desk and they worked through some issues that I was having with the computer-- a desktop. I was trying to avoid taking it into the store. The next day it was crippled and I couldn&#**;t get to some of the short cuts that I had established over the years. I finally had someone come out to the house to make the repair. He was only able to make a partial repair. I have a service plan which was about $200.00. Some of them came back two days later but not all of them.

  

  Business Response

  Date: 06/29/2022

  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 spoken to **** directly and found a solution mutually agreeable.  Best Buy considers this matter closed.
  
  Sincerely,

   

  Best Buy

• Initial Complaint

  Date:06/20/2022

  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 purchased a dryer from Best Buy. I scheduled a delivery on 6/18 from 12pm-6pm.The delivery crew showed up three hours early. I am my elderly parents full time caregiver. Both of my parents have severe cognitive decline. I have one day off per week so I made very specific arrangements and made sure I would be back here for the delivery.I was not here three hours early. The crew assumed my parents wanted a front loading machine and did not deliver the exact machine I ordered. They took our old dryer but left the pedestal it rests on. Of course my parents had no concept of what was happening in the slightest.I called to complain and the best I could get from Best Buy was maybe they would be back out today.

  

  Business Response

  Date: 06/22/2022

  BBB,

   

  Thank you for making us aware of the frustrations the client experienced during his attempted delivery. We've partnered the client with a delivery expert who has provided feedback to our business partners and processed a client satisfaction gesture for our client. 

   

  Thank you,

   

  Best Buy 

  Customer Answer

  Date: 06/23/2022

   I am rejecting this response because:
  
  While best buy did offer me a gift card for my first delivery, it is not adequate compensation. Also their second attempt was even worse.