Best Buy

I purchased a ASUS Vivobook 17 online from BestBuy March 2022...3 months ago. It effectively died 3 months later. I spent 2 days doing every "Troubleshooting" technique on the ASUS website, after which time they CONFIRMED I am fully under Warranty, and sent me the following:
"In the unlikely event warranty service, PLEASE CONTACT BESTBUY FOR SUPPORT AT 1800-433-5778 or VISIT HTTPS//WWW.BESTBUY.COM/GEEKSQUAD".
I immediately set up an appointment for the next day and drove 2 1/2 hours to the closest BestBuy store (Woodland, CA). I arrived on time, and told the employee the laptop would NOT progress past the ASUS logo screen. I told him all the troubleshooting I had done, under ASUS direction. I had to show him how to get into the Bios screen (he had no idea).
He then said this: "You need to buy a $199 Service Plan in order for us to work on the laptop".
WHAT??? He would NOT accept the laptop for ANY investigation, let alone service, unless I did. I contacted ASUS again and they were dumbfounded...since the laptop was under FULL Warranty, and THEY had sent me to the "GeekSquad" for Warranty repair.

HIghly recommend looking for another verndor for any appliance. Best Buy delivery service damanaged the wood floor in my living and dining room and the marmoleum floor in my kitchen and scratched the door of the fridge. The delivery service was so careless I cannot believe that this isn't common. While processing the damage claim, I learned all Best Buy claims are handled by an insurance company with a 93% one star reviews. I thought this was odd given the fantastic reviews on Best Buys website. Guess what, Best Buy requires that you register to create a review and gives points towards merchandise for any review they publish. I feel I have been cheeted - avoid my mistake, shop elsewhere.

Buying and delivery is mostly fine…until you need easy help (online)… . Then prepare for wasted time and aggravation. On multiple occasions the reps did not understand a simple issue and they handed me off causing me to repeat lost dialogue; or they simply disconnected me - ‘technical problem.’ Right! Further, they went out of their way to avoid honoring incentives. It feels like ‘the insane are running the asylum,’ and lost sight of the objective - customer satisfaction and REPEAT BUSINESS!

Ordered a car stereo on May 30. Was told it would be delivered to the Grove City, Ohio store on June 4. We scheduled installation for June 10. By June 7 it still had not been shipped. It said delay in shipping. I called the store who when they couldn’t find the reason, connected me to the call center. I was told it was in Findlay, Ohio in the warehouse and was waiting on bulk shipping to the store. (It is close enough that I could go get it. Not like it’s across the country.) He said he would call me on June 8 or 9 and let me know the status. Of course he did not. Customer care at its finest. I finally called and found out it would not be there by installation date which was 6 days after the scheduled delivery date. I said forget it and just cancel. They were going to refund me everything including the protection plan I purchased minus shipping fees of $28.11. Oh no way! I canceled because of their unfulfilled promise, not because I changed my mind. Needless to say, I did get that returned too.
They lost out on over $400. Many stores are failing these days due to places like Amazon and I can see why. They don’t care. I’ll not even try to purchase anything from there again.

The folks in the stores are great; online and phone systems suck. If possible, would give zero or negative stars.
The folks in the stores are great; helpful, knowledgeable, and friendly. The phone system totally prevents you from contacting the store or getting any help. When you reach someone, they give you info you already have, tell you nothing you don’t already know, do not help at all, and give you no way to improve the situation. If you can buy at a store, good place to buy. If all your transactions are remote, you will likely be up the creek. The phone, e-chat, and computer systems are designed to prevent communication, to frustrate, and deter resolution. Best Buy obviously cares not at all about customer relations.
Edit: on the evening of the day I was supposed to have picked up my appliance I received a text/email, dated one day prior, that it would not be ready for pickup. Not a big help after the fact.
Edit: My order was so delayed, that credit card authorization ran out. Email/text told me to update payment info on order. Clicked on link; no place or way to update payment info. Had to go to store to pay and keep them from cancelling my order. Horrible system; horrible abuse of customers.
Update: Now two month late, supposedly (as of a month ago) able to pick up in four days. I understand the chip shortage and necessary accommodations. No order status updates available online or in app. No-one to speak to. Absolutely a black hole of no information, without even some Hawking radiation to indicate any info to be had.
Update: 2 days rigor to supposedly being able to pick up the appliance: no update; no info.

Brandon S from the South Setauket store in NY was extremely helpful and knowledgeable when he helped me with my purchase.

The folks in the stores are great; helpful, knowledgeable, and friendly. The phone system totally prevents you from contacting the store or getting any help. When you reach someone, they give you info you already have, tell you nothing you don’t already know, do not help at all, and give you no way to improve the situation. If you can buy at a store, good place to buy. If all your transactions are remote, you will likely be up the creek. The phone, e-chat, and computer systems are designed to prevent communication, to frustrate, and deter resolution. Best Buy obviously cares not at all about customer relations.
Edit: on the evening of the day I was supposed to have already picked up my appliance, I received a text/email, dated one day prior, that it would not be ready for pickup. Not a big help after the fact.
Edit: My order was so delayed, that credit card authorization ran out. Email/text told me to update payment info on order. Clicked on link; no place or way to update payment info. Had to go to store to pay and keep them from cancelling my order. Horrible system; horrible abuse of customers.
Update: Now two months later, supposedly (as of a month ago) able to pick up in four days from now. I understand the chip shortage, labor shortage, social/economic difficulties, and necessary accommodations. No order status updates available online or in app. No-one to speak to. Absolutely a black hole of zero information, without even some Hawking radiation to indicate any info to be had. Look at the online reviews; all horrible. For a good reason.

The worst customer service ever. I have a refund and bestbuy claimed to send me a physical check which I had never received. I has been trying to contact customer service for my refund many times and no one willing to help resolve my issue. Every time I speak to a bestbuy customer service agent, they keep transferring my call around and none of them willing to take the responsibility for my issue. Very frustrated with the way bestbuy handle my issue and felt like I was scammed. If don't want to give me my refund then just simply let me know, do not waste my time by promising again and again.

I would give BestBuy zero stars if it were possible. I was notified a subscription I have (MS Office) would charge a set amount to my account. I was charged $5 more and wanted to know why -- and why I never got a receipt for the full amount. After almost 40 minutes and three transfers the CS rep is threatening me with cancellation (he offered it; still a threat). We won't be going back. This is absurd. They will still not issue me a receipt with renewal without a serious 40-minute fight.

I bought a washer and dryer from best buy in December 2021. It is now almost June 2022. I paid for installation and delivery. The people who delivered my washer and dryer had no idea how to install the washer and dryer and they damaged my wall and floor trying to get it up the stairs. They took off my gas line instead of just taking off the connection. He then stated he wasn't going to install my washer and dryer because he didn't want to be responsible for gas leak in my wall. What? You just did that. Everyone knows you use 2 wrenches to take off a connection for the gas line so it doesn't come off the wall. I had to ask someone to come over to install the washer and dryer, after it sat for 3 days at the top of my stairs. It took 6 hours. If you want it done right, call someone else. They don't know what they are doing. I put in a claim with best buy/geek squad. They sent it to the wrong company. Of course it took 3 months for them to figure out. I have called the 800 numerous times. I finally go to Sedgwick, the correct insurance claim adjuster. I get no responses. I keep calling the geek squad, who by the way is in charge of deliveries, and they tell me they can't help because it is an insurance issue. This is crazy. 6 months later no accountability from Best Buy, Geek SQUAD, or Sedgwick. I am going to have to get a lawyer.

The Geek squad. What a bunch of crooks! Good luck getting satisfactory service. They stick you with a $200 for a so called membership fee. This fee gets you nothing!!
Stay the he'll away from these crooks. You will be speaking to the rudest drum bags on the planet. The state of California needs to shut these crooks down NOW!!!
Timothy M Gover

Best Buy is the worst company ever. I was going to make a $1,500 purchase and of all things they couldn't reset my password on my account until I made a brand new email account just for them. I am going to Amazon to make my purchase. Best Buy just needs to go out of business!!!!

05/17/22, I went to Best Buy located at shady grove for my watch wrist exchange, I clearing told the girl from service desk(Maryland is her name) that I wanted to do an exchange cuz the one I got was constantly falling off(very bad quality). Instead of listening to what I was telling her she went ahead and refunded it. I didn’t want a refund since I was getting another one so I asked her to void the transaction (which is possible in almost big warehouses) she was just having an attitude and she sent me away (and the manager Antonio was on her side and they refused to help). Then I requested for another manager and they were able to void the transaction and I got a new one. very bad experience with those 2 people forme customer service.

*** RISK TO FAMILY SAFETY / FIRE HAZARD INSTALL***
First off, our sales rep was amazing. Staci really went out above and beyond to provide wonderful customer service. She kept us up to date on the delivery of the product, the site visit, and the install date. She has also helped funnel the information about our situation to the right people to ensure management is aware.
On the other hand, the contractor assigned for the installation has caused major damage to our house. Recently had an oven installed and it did not go well. The oven smoked up the house, the contractor left paper attached to the oven, damaged the wall, and shoddy wirework. The installation is a fire hazard and not up to code.
The contactor damaged the stovetop and oven when tampering with the wiring. They are both a fire hazard until electrical and drywall are repaired. The unit was damaged upon installation. The contractor wired it incorrectly and the oven smoked and popped. He pulled out the oven and redid the wires but the damage had been done. He said BestBuy will cover the replacement.
How could he leave the job knowing this could be a fire hazard and compromise the safety of the family? It's upsetting to think the house could have burnt down because of the faulty installation, injury, or death to the customer/family. The unit is on backorder until July. We (a family of 4) need to figure out how to make meals while we wait for repairs and the replacements.
To file a claim we have to process it with Sedgwick Claims Management Services. It took a week calling multiple times a day to get contacted. I did eventually get an email but be ready to deal with a slow process.
I am awaiting a response and would like to work toward a resolution.
Given the risk involved and damages, we did not proactively receive a call from store leadership with genuine concern and apologies for our inconvenience.

A Geek Squad tech came to do repais on my laptop. he was sent to my home by best buy. After he finish the repairs He had a sale offer. He told for a single visit it would cost me $165.00. but if I brought a 12 months contract It would only cost me $200.00. When I called the store theyy did not honor the contract. And they would not give me $35.00 refund

I purchased a dishwasher from Best Buy online and purchased the installation along with it. The reason I decided to go this route and paid that additional install fee was for the convenience. Once the purchase was made, it was an absolute pain to get the delivery and install arranged. The delivery appointment was changed several times, a couple of those changes was done by Best Buy without my approval. I made several calls to the 1800BESTBUY number, be cut out, hung up on, or disconnected several times before I was able to talk with a real person. Once I finally spoke with someone, the only thing they were able to do was “escalate this” and have someone call me back within 24hrs. NO ONE CALLED. I did receive notification that a new delivery date and time were. This was done without my approval. I then needed to go back into the wed site and change the delivery and install date, making sure someone was going to be home during the delivery/install. Once the dishwasher was finally delivered, I was informed by the delivery team that they do not install the equipment. They were unable to see or verify when the installation team would be over to install the dishwasher. I was given a number for his supervisor, Keith Clow, Home Service Experience Assistant Manager. I expressed my frustration and anger with Best Buy so far. Keith informed me that he would check into the situation and gat back with me in a few hours. I did receive a call back from Keith. He informed me that he spoke with a Bernice Kirkland. That Bernice scheduled an installation team for the next Saturday 5/14. Again, this appointment was scheduled without my authorization. No one will be home during the scheduled date and time. Keith informed me that Bernice was going to call me before the end of business day. AGAIN, I DID NOT RECEIVE A CALL. Keith Clow informed me that he was unable to get a direct phone number for Bernice Kirkland. Keith’s advice was to “raise hell” with whomever I call to get this issue resolved. I called the 1800BESTBUY number again today. I spent more than an hour on the phone again and the best advice to go online and reschedule the installation appointment. While I was on hold, I attempted to look at the installation schedule online. There are NO APPOINTMENTS AVAILABLE. The next piece of advice I got was to drive to my closest Best Buy store to schedule it. The closest Best Buy is over a 2 hour round trip drive. I can’t call the local store to schedule this because the phone system route me right back to the 1800BESTBUY number that advised me to drive 2 hours to fix the issue. The person I did speak with told me that she would have a supervisor call me today. I have yet to receive that call. She also gave me a number for the compliant dept. 612-291-1000. The first attempt at the calling that number ended up in waiting on hold for close to 15min before disconnecting. I called back, waited on hold again, and once I spoke with someone, they informed me that I had the wrong department. I was transferred again and told that need to transfer me to someone that can help. I still haven’t been able to resolve this issue!
Every costumer support person I’ve talk with has been unable help resolve this issue. They have been unable to transfer me to anyone that has the authority to make any decisions. I keep getting the run around, wasting hours of my day, to get a dishwasher delivered and installed. I paid for services that I never received. Forced to spend hours on the phone or online to not get anything resolved.
I finally opted to install the dishwasher myself. Hopefully the inept staff I spoke with will process the refund correctly. (if the previous service I’ve received is any indication, I will be calling back making sure my refund is processed correctly.)
It’s sad that your own local employees know how bad your system is, that they advise customers to call and raise “ever living hell” so I can get this resolved.
This has been the worst costumer service I’ve received and will never shop at Best Buy again.

Worst Stores and customer service ever had to deal with. Do yourself a favor. Shop somewhere else for what you need. If you have a problem beware there is no way to contact the stores. customer service tells you to go on line for help. Where there is no help. STAY AWAY FROM BEST BUY

I purchased a laptop a month ago and nothing has been delivered. Somehow the shipping notice states 7-150 days. Does it mean that I have to wait 5 months? Its ridiculous....

Charged 200.00 dollars by geek squad just to tell me what I already knew . I needed new hard drive. Then they forced me to sign up for a recurring annual total tech subscription . Criminals… provided a telephone number they stat could be used to cancel subscription , who refused and told me to call back.. thieves and criminals. In addition made me sign paperwork stating they had repaired something which they did not. to even get my own computer back.I promise they have had their last dollar out of me after 30 years of using their company