ComplaintsforBest Buy Stores, LP - US Headquarters

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/22/2020 I purchased a digital gift card for a Christmas present. The recipient went to redeem the digital card and it would not work. He called the number on the email he received and they told him that the purchase was declined. I have emails with receipts and bank statements showing the withdrawal. I have tried multiple times to get this resolved. Ive either been put on hold until it hangs up or am told it was put to an escalation and they would respond to me within a few hours, this was days ago. This is theft.

  

  Business response

  08/18/2021

  Dear BBB,

  we have spoken to client and this is taken care of for them.

  Thank you,

  Best Buy

• Initial Complaint

  08/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I purchased $6000 worth of appliances on 07/30/2021 to be delivered on 08/07/2021. We purchased- refrigerator, over the range microwave, stove, dishwasher and dryer. The day of delivery, I received a call from the driver at 7:03am stating he would be at my house around 7:45am. I said ok. I am waiting for them to show. I received a call at 7:46am from the dispatcher saying that the road is closed and they are refusing to deliver. I told her how he could go around to get here and she said I could talk to him. He got on the phone and said he has been sitting there for 20 minutes and he cant deliver today. I asked him why he didnt call me instead of just sitting there. He said the route would take him 25 minutes to get to me. I told him it would take him less than 5 minutes to get to me. He still refused. He has $6000 worth of my products on his truck ive been waiting for for a week. Then I was told I would have to wait for a manager to contact me.

  

  Business response

  08/16/2021

  Dear BBB,

  This has been sent to our Team and have been resolved.

  Thank you,

  Best Buy

  Customer response

  08/17/2021

   I am rejecting this response because:
  
  The guy that I bought the appliances off of said he was going to take care of the reschedule for delivery. I had to spend 30 minutes on the phone at my 30 minute lunch break setting it up. My window for delivery was 8/11 from 7-1. Then it got changed without notice from 9-1. At 1:45 I received a call from the delivery truck saying he was 30 minutes out. At 2:15 he pulls in my driveway. The delivery guys were very nice and put everything where I wanted it. The guy that was taking care of my complaint from Best Buy called me later that night. I told him about the delivery being an hour later than my window. He said the best he could do was send me a check for $175. If it wasnt so much of a pain, I wouldve returned all of the appliances and went somewhere else and spent my $6000. I have now wasted 2 whole days where I had to take off work and not get paid for this delivery and the best they could do was send me $175. For as big of a company as they are, its very sad that they didnt take care of a good paying customer. Because of this, I will probably never shop there again and I will definitely tell anyone I can about my horrible experience Ive had with them.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a PC online for store pickup and the product is defective. We tried to call the store and was met with a message saying that stores no longer take calls. We asked customer service to replace the *** even if it was shipped to the store and were refused, only offered a refund. We were told we would have to go to the store for further help, which is an hour away. Customer service hung up on us multiple times, including one that basically told us she did not give a sh*t if we got help. That was at 8pm central time, if you want to listen. Yes I was rude, but I am angry. We spent ****+ dollars on a product and refused any sort of service. ALL we want is a replacement.

  

  Business response

  08/10/2021

  
  Dear BBB,
  
  Thank you for bringing the customers concerns to ourattention.  We apologize for anyfrustration or inconveniences this may have caused.
  
  Our records indicate the customer returned to the store the day after the submission of the complaint.  The computer was exchanged on 8/7.  Best Buy considers thismatter closed.
  
  Sincerely,

   

  Best Buy

  Customer response

  08/10/2021

   I am rejecting this response because:
  
  
  We are still waiting for the computer, it was promised to be delivered today. We would also like to be compensated for the time and money spent, not to mention the horrible customer service.

  

  Business response

  08/13/2021

  Dear BBB,

   

  According to the *** tracking number the computer arrived at the customer's front door on 8/11.  *** Tracking Number:  1Z4260542991246033.  Best Buy considers the matter closed.

   

  Sincerely,

   

  Best Buy

  Customer response

  08/13/2021

   I am rejecting this response because:
  
  
  It did and it arrived defective again, this means she will have to once again drive a 2 hr round trip because Best Buy refuses to assist any other way. I do not consider the matter closed. We have not received a product that works correctly. Do we need to take the matter further?

  

  Business response

  08/24/2021

  Dear BBB,

   

  We apologize the customer received another defective computer, but the only recommendation/option is to visit the closest store to set up the exchange.  The store needs to validate condition of the product before processing exchange.

   

  Sincerely,

   

  Best Buy

• Initial Complaint

  08/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a HP Omen-**** Gaming laptop - *** Ryzen 7 - 16GB Memory - NVIDIA GeForce GTX **** Ti - 1TbSSD for a total of $1,297,99, They provided an exact shipping date, and then switch the shipping date to and earlier one , and Claim my item was Shipped to me, which is false I never received the Item Or signed for it I contacted BESTBUY and they told me my refund would be processed , some days later they send me an email telling me that they cannot provide a refund or replacement with no explanation after lying to me telling me my refund would be processed. This is unfair Best Buy I will never be shopping there again and don't recommend anyone to shop there unless you want to experience getting Robbed.

  

  Business response

  08/09/2021

  BBB,

   

  Thank you for bringing the clients refund request to our attention we do apologize for any frustration the client has experienced. We have reviewed the clients account and request and found *** shows delivered to the address on file. Best Buy will not be able to provide a refund or replacement unit since the product shows received. The client will need to work with *** and their local law enforcement agency.

   

  Thank you,

   

  Best Buy

  Customer response

  08/13/2021

   I am rejecting this response because:
  
  The business Does nothing to solve a customers issue , the company does not help its clients and steals customers money , I told you guys I did not receive the item due to BEST BUYS Incorrect system , they might have sent it to the wrong place or misplaced the item , Best Buy takes no responsibility for them . That is unfair I got robbed from BESTBUY 

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted with Best Buy for services that had a clause to cancelbefore a certain time frame. I cancelled on time and they removed their product from my home. They issued me credits and the remains balance was paid from my on line banking service. But they insist on invoicing me and telling me I still owe them money. I have copies of the credit slips and on line banking payments.

  

  Business response

  08/17/2021

  
  Dear BBB,
  
  Thank you for bringing the customers concerns to ourattention.  We apologize for anyfrustration or inconveniences this may have caused.
  
  We have been successful in contact.  The customer provided all the receipts and bank statements.  We have issued all the credits available and issued a check for the remainder were unable to credit through receipts.  As the customer is also requesting any interest or late fee payment removals we will have to discuss with Citibank as Best Buy has no control over the interest charges. 
  
  Sincerely,

   

  Best Buy

  Customer response

  08/18/2021

   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 up to a point. When the interest charges and late fees are removed then I will feel satisfied. ********* and Best Buy are working in unison and should resolve this problem quickly. 

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 21st I bought a all in one computer from best buy for $1,309.33 & returned it on the 25th and they tell me they can't give me cash back even tho I paid cash for the ************ policy states you'll recieve the way you pay for the item... & that $800 or above is issued in a check form. Which they don't tell their customers about this when spending $800 or over. They said it would be 10 business days at the *** for me to recieve the refund. I reluctantly comply & wait the time period. No refund. No shocker there!! So I go back into store (08/05/2021 & they contact corporate & they say it's the stores obligation to issue the refund and the store is saying it's theirs and so I'm here without a refund and they cannot tell me when or if my refund was even mailed!! I demanded I recieve my money I purchased the item with back and they said they cant this is insane. This is theft! I demand best buy give me my refund $1,309.33 & $500.00 gift card, My rent is due. Thx I cant pay it now!!

  

  Business response

  08/10/2021

  
  Dear BBB,
  
  Thank you for bringing the customers concerns to ourattention.  We apologize for anyfrustration or inconveniences this may have caused.
  
  Our records indicate the check was mailed out on 7/27 to the address the customer confirmed in the store of:

  *********************************************************

  We are able to see this check has yet to be deposited so we can certainly submit a stop payment and resend the customer another check to either the same address confirmed or a different address that the customer can designate.

  
  
  Sincerely,

   

  Best Buy

  Customer response

  08/13/2021

   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. Mail check to ********************************************************************** please immediately and rush shipping or expedite it next day please I'll pay for it if I must. I have covid and need check to get me a place to quarantine.

  

  Business response

  08/24/2021

  Dear BBB,

   

  Nothing new has been added here.  The check was mailed out on July 27th.

   

  Sincerely,

   

  Best Buy

• Initial Complaint

  08/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 8 we had a over the range microwave and stove installed that we purchased from Best Buy. The installer, ***** (refused to give last name) did not install the microwave correctly, it is not level. He refuses to fix it. ***** is arrogant, rude and unprofessional. After multiple attempts to this this issue resolved through Best Buys customer service I have no other choice then to file a complaint. I want this resolved by Best Buy not *****! He showed up, entered my house with his chauvinistic attitude suggesting that we are crazy and we are wasting his time. He blatantly attempted to cause damage to the appliance he did not install correctly. He is very aggressive and I dont want him in my house or around my family! To add to this insulting interaction, the stove that ***** installed is bent in the back and the power cord that he put on the stove is entirely too long and its causing it to be crimped.

  

  Business response

  08/19/2021

  BBB,
  
  Thank you for bringing the clients delivery delay to our attention, we apologize for any frustration this has caused the client. We have paired the client with a delivery expert to assist in a timely resolution.
  
  Thank you,
  
  Best Buy 

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery of stove took place on 7/17. When taking out the old stove, delivery people did not put cardboard down, & damaged my wood floor. I called & filed a complaint at the number provided by the sales rep. I Was told someone from Sedgwick would call me within 24 to 48 hours. I called back 72 business hours later when I hadnt heard from anybody. I was given an email. I emailed Sedgwick. I emailed and received an email that said someone will contact me within 24 to 48 hours, but yet no one has called me regarding the damage. Today is August 6, 2021.

  

  Business response

  08/09/2021

  BBB,

   

  Thank you for bringing the clients claim delay to our attention, we do apologize for any frustration this has caused. Sedgwick is Best Buy insurance underwriter once a claim has been filed Sedgwick becomes the clients point of contact for the claim. We have reached out to Sedgwick and requested they have an adjuster reach out to the client to move forward with the claim process.

   

  Thank you,

   

  Best Buy

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB NOTE: Consumer narrative is attached.

  BBB SUMMARY: Consumer describes issues experienced after recent Geek Squad drive installation / data transfer.

  

  Business response

  08/13/2021

  Dear BBB,

  Thank you for bringing this customer's complaint to our attention. The service was to have the data transferred. Programs are not able to be transferred which seems to be what caused the issues the customer was experiencing. ******************** apologizes for any inconvenience and frustration this may have caused but will not be refunding the fee paid for the Data Backup Service. 

  Best regards.

  Customer response

  08/16/2021

   I am rejecting this response because: My pictures are still missing. I imagine that they should have been a part of the data transfer. Also, they definitely should have told me that my antivirus program would disappear. They said nothing about that. There might have been dire consequences and I would have been clueless! They need to explain thoroughly what will happen when a data transfer is done.
  

  

  Business response

  08/24/2021

  Dear BBB,

  Thank you for bringing this customer's complaint to our attention again. However, our stance on this matter has not changed. Best Buy will not be refunding the Data Backup charge. 

  Best regards,

  Customer response

  08/28/2021

   I am rejecting this response because:
  My computer problems have not been resolved yet, even after a Geek Squad agent spent two hours working on it. My pictures are still not in the folders as they were before the transfer, and now the computer is exhibiting new problems. If I try to do something as simple as scroll down a page, it will give up and go back to the desktop screen! I will have to make another appointment and hope that can be fixed.
  
  

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, 7/31 I purchased a dryer at Best Buy in ****** ** and was told the dryer would be delivered on Wednesday, 8/4 between 12 and 6 PM. On Tuesday, 8/3 we received a call saying the dryer would be delivered between 2 and 6 pm on 8/3. I called that evening to get and update on the delivery. I was told that they came out to deliver at 2:46 PM and did not get and answer. I was home sitting 3 feet from the front door. Noone knocked, rung the doorbell or called the phone number that they called to confurm the appointment. After the 1st person in the customer service line hung up on me, I called back and was not able to get any information/update. I went to the store in ****** for a refund and was told that a refund would be processed first thing today 8/5. I never received a call today about my refund and called this morning. They said it would be processed and J would get an update. Called back. Now they are saying they cannot say when my it will be processed. I want my refund now

  

  Business response

  08/07/2021

  BBB,

   

  Thank you for bringing the clients refund request to our attention we apologize for the frustration the client experienced during this process. Upon review of the clients account we see that the refund was processed on 08/05/21 a copy of the return receipt has been emailed to the client. The funds should be back in their account in the next 3-5 business days.

  Thank you,

   

  Best Buy

*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. ↩