Review Time
I recently bought a Lenovo PC at Best Buy and after I had transferred files from my old computer a virus installed itself from the Epson support site. I was trying to install a scanner. No joy.
I ended up taking it back into Best Buy for a diag and was helped out by Guru...one of the Geek Squad techs. He got the issue taken care of and was excellent at explaining what had happened. I found him very professional and easy to talk to. Job well done Guru.
Several weeks ago, I went to best buy (via AI suggestions) to get a new laptop. I was immediately approached by a kindly, exuberant guy (I felt good, he's going to help me) who said he would get me some help and sent me over to some far-off desk. I walked around, staring first at prices, 2nd at sizes of screens. It was quite awhile before someone came to ask me if I was looking for a laptop. I understood the wait. There were a few people in the area ahead of me. A young man came and asked what I wanted help with. I wanted to replace a 15-year-old laptop. He said that was a 'dinosaur' and amazed it was still alive. I told him I wanted a large screen for the lowest price. He took me to laps that were over $1000. I didn't understand the terminology he was using (I'm 75 and used to phones, dictionaries, and libraries). He seemed frustrated with my stating confusion and called in the troops. Another person came in to help. I said I wanted a laptop that has plenty of storage and a large screen. While he took me to a lap that was on sale, he kept looking around and I kept having to redirect him back to ME. He and I were both getting fed up with each other and I chose one that was not within my price range, but worth it to get the heck out of there. Once up to the cash register, I got the HEAVY SALES PRESS by the clerks who wanted me to buy their horrible microsoft bundle to which I said no. Then I got the heavier press by an additional clerk who was there to push the old woman client into submissiveness. I finally agreed. They started to ring up the bill and demanded my social security number. EXCUSE ME??? You don't demand my social security number and expect me to comply. All three bots (clerks) behind the counter chuckled, chided, look at each other. 'But you won't get your $199.00 microsoft package if you don't give us your SSN,' they said in complete patronizing melodic tones. "Really, a lot of older people don't trust giving their SSNs due to concerns, but it's really safe." Excuse me again? We were due a huge snowstorm in several days; my laptop had died; I needed one. AI pointed me to best buy for the best reviews for knowledgeable, helpful customer service. What they should have added was 'we only hire non-socialized geeks,' because that's what I saw and experienced. They lied to me in their sales pitch (said I didn't have to sign up with microsoft) to get the bundle; said I would get the bundle immediately once I signed up with microsoft (didn't happen) and get a rebate on the bundle I 'chose' to buy. That didn't happen either. I took the laptop out to the car, changed sweatshirts, then came back into the store to wander around and follow older people vs younger people for over an hour. Best Buy shuns older customers questions and instead wants to sell them thousands of dollars of unnecessary equipment; best buy does NOT respect older customers; best buy has an odd hiring practice of taking on people who may have social anxiety. I no longer will shop at Best Buy. Although it has been years since I bought laptop, I have made many major purchases there in the last 6 years and will no longer even consider its store. People over the age of 50 and people who are neophytes...STAY AWAY FROM BEST BUY! If you're unsure, ask the clerk what 'neophyte' means.
I bought a membership on Feb 18, 2026, and I paid $194.84. , and the Feb 19, 2026, I chat with BBCC care and requested to cancel because the cost of membership is too high. They agreed and said they would refund $179.99.
After a week, I did not see my refund, and contacted customer service, they said they can not refund, although your staff said me will refund of $179.99.
NEVER AGAIN...
Helping out elderly and non-computer literate neighbors, whose refrigerator was dying, selected and ordered a new refrigerator from BEST BUY. Mainly because of the product and a delivery PROMISED/CONTRACTED in 2 days, a Thursday. Delivery morning an email states driver out sick, call or email a specific person to reschedule. I called 5 times and left voice mails. I emailed 7 times... Hoping to reschedule delivery for Friday. Crickets! NOTHING!
Thursday night, livid, I called customer service and went through four levels, several different foreign languages, and then someone who finally dug deep enough to find that our product was still at the manufacturer, wouldn't be shipped until next week and could schedule a Friday delivery (8 days after the original). Unacceptable!
Next morning I went on another online refrigerator search, found one at Lowe's, went to a Lowe's, touched it, bought it and it was delivered and installed by 9 am the next morning. Thank you, Lowe's.
Best Buy? I hate being lied to, hate chat bots, customer service rep's I can't understand and can't help. Best Buy? NEVER AGAIN!
I will NEVER purchase ANYTHING with Best Buy EVER!
THE worst possible online presence EVER ..
Impossible to find answers .
You have to open accounts with Citibank and Plaid to pay bill. Then you get multiple warning emails that you haven't paid your bill????
The manager of the Grand Island, NE store, "Jenneman" refused to honor an advertised promotion by Logitech. He insisted that the recycled item had to be Logitech brand, despite me checking two days earlier and being told ANY PC or gaming item is included in the promotion. I brought the promotion from the Best Buy website up on my phone and Jenneman refused to look at it, while he and a couple of employees snickered at me.
Customer service just tried to sell me the keyboard and TVs I walked out without buying.
My business is setting up and training people on computers and entertainment systems. I used to shop at Best Buy.
No more.
Best Buy’s behavior is appalling and deceptive. My $1,800 refrigerator arrived cosmetically damaged, and when I immediately contacted customer service, I was lied to about receiving a refund. A second representative promised a $150 gift card if I kept the fridge, stating it would arrive within 7-10 business days.
Weeks passed — no gift card. Best Buy intentionally delayed the process until the return window expired, ensuring I could not return the damaged refrigerator and then refused to honor the agreed compensation. This was not a mistake. This was a calculated bait-and-switch, designed to exploit customers while leaving them stuck with defective products and no recourse.
This is unethical, unacceptable, and a blatant abuse of customer trust. Best Buy’s executives need to know this behavior is driving loyal customers away. I demand this be fixed immediately. Other customers beware — their representatives cannot be trusted to honor promises, and the company will happily leave you with nothing once it benefits them.
Best Buy engaged in deliberate and deceptive behavior. My refrigerator arrived with cosmetic damage, and I contacted customer service immediately to resolve it. I was first told I would receive a refund, which later turned out to be false. When I followed up, a different representative offered a $150 gift card if I agreed to keep the damaged refrigerator instead of returning it and stated clearly that the gift card would be issued within 7 business days.
That promise was never honored. Weeks passed with no gift card. During that time, Best Buy continued to delay and deflect until the return window expired, eliminating my ability to get a refund. Once that happened, they simply stopped honoring what they had promised.
The outcome was exactly what Best Buy wanted: I was induced to keep a damaged product based on false assurances, then left with no refund and no compensation. This was not a misunderstanding or a one-off mistake — it was a bait-and-switch tactic designed to protect Best Buy at the customer’s expense.
Extremely dishonest and unethical conduct from a company this large. If you deal with Best Buy, document everything and don’t rely on what their representatives tell you, they clearly do not stand behind it.
I am a Best Buy Plus member and have bought fridges, computers, gaming consoles etc. but will not be buying a thing from them again. As someone who would give Walmart and Amazon 5 stars for customer service and maybe GameStop 3 stars I have to give 1 star for Best Buy for communication inconsistency and not even abiding by their own policy. First issue was with the Best Buy Credit Card I signed up for. They screwed up entering some of my information (honest mistake, it's okay) and so I had to use my regular card after already applying for the card. They tell me at the store to come back once I get the card and move the transaction and I'll still get the 10%. My card comes in the mail 13 days later. Nobody mentions to me that I need to move the transaction within 14 days and I activated the card on the 14th day then moved the transaction over about a week later to my Best Buy Card. The store tells me to just call the card when I notice only 5% rewards during the transaction. I called and inquired about why I didn't get 10%, get put on hold for 15 mins, and then they hang up. After calling back and being on hold for another 30 mins they told me they can't honor the 10% since it's beyond the 14 days... I would have never signed up for the card.
Then I had another issue with price match. I contacted customer service online for an item I had bought that was on sale. It was only on sale for 3 more hours and was on a Friday night. The customer chat tells me to call back the following morning since the team that deals with price match is closed. I call the next day, they call me they can't price match since it's no longer on sale-They have full proof on their end of their item's price history but won't price match it even though I followed their policy that says to contact them online as soon as you see something go on sale that you recently bought but told me to go to the store, show them the text and messages I have and they'll price match. So I go to the store, and they tell me that they can't price match since it's not currently on sale and I explained I followed their own policy on price matching and did contact them online as soon as I saw the discounted price. I was told by the store rep they couldn't do it despite all my proof.
Best Buy doesn't even know their own policies and they make it next to impossible to make things right. They suck
WARNING!!! I made a significant investment in a $4,000 television, and my experience at the local store, particularly with the customer service from their so-called “Experience Manager,” was the worst I've ever encountered. While I understand that issues can arise, they had numerous opportunities to rectify the situation. From the time of purchase to the final installation, it took over two months and four scheduled attempts. The first two appointments were missed without any notification, and during the third attempt, they accidentally damaged my floor, costing $750. With each failed attempt, I was pushed to the back of the line, resulting in at least a two-week delay with no weekend options available. They had ample chances to demonstrate good customer service—such as proactive communication, prioritization, empathy, or compensation—but failed to do so at any point. The time lost in rescheduling my work week, waiting for them to show up, being on hold, and arranging repairs was frustrating. It would have been beneficial if their Experience Manager had taken a more active role rather than just stating, “your order has been escalated” and offering a $300 credit. As a loyal customer who has spent over $50,000 with this company, I will not be returning.
I would rate them a 0 or even lower if possible. The service was appalling despite having a scheduled appointment. I was misled directly, and the manager showed no concern about losing a customer or prioritizing customer care. To elaborate, I traveled 50 miles for a scheduled appointment to replace my iPhone battery. Upon arrival, I was informed that the replacement would take about 1.5 hours, and they assured me they would start immediately (I have the timestamped contract to prove it). When I returned two hours later, I discovered that nothing had even begun. To make things worse, the manager simply apologized and stated that nothing could be done, only offering a reversal of the charge for the replacement. I proposed a discount due to the misinformation and the time I wasted. Additionally, I have requested that they remove my personal information from all their records. I strongly suggest they rethink their approach to customer service. For now, I hope this warning helps others avoid unnecessary dealings with this company.
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