Best Buy

Reviews

• SM

  Stephen Moses

  Dec 27, 2025
  1.0
  I just had the worst customer service experience at a retailer that I've ever had in my entire life. It was on sale for their 48 hour pre Christmas sale, pretty heavily discounted from its original price of ~$1500 down to ~$1128. On top of that they showed they had one unit available with an excellent condition open box discount of am additional $63. As their description stated it was essentially like new( fully functional, with the possibility of very minor scratches/damage, with all parts). I expected maybe a light scratch or two, but all parts included and no functionality issues with the laptop. However, once the initial set up was complete, I started having random resets while I was doing various tasks on the unit. At first I wrote them off to perhaps resets tied to windows updates, although windows usually gives you a prompt before restarting. I left it be that night to go to bed. After out family gathering on Christmas, I again began to work with the pc, still experiencing random resets. I pulled the event viewer log and found that it had experienced about 20 critical events, all the same error, pointing to faulty hardware. I decided that I would take it back for an exchange. So the next day I took it in. The cashier began the return/exchange process but when it came down to getting a replacement he stated they had no other open box units available. I said if I had to pay the $63 back that I got as an open box discount I'd just take a new one. He stated that there would be a price difference as the sale had ended on Christmas eve. I didn't feel that this was fair as the unit was defective at no fault of my own and didn't want to pay the almost $400 difference. At this point a young lady that had walked up to the register next to us mid discussion mumbled, " well, we can't travel back in time". I asked to speak to a manager because again, I felt this was unfair.Had I known that I may have been buying a defective computer, I would have chosen the new unit the day I made the purchase.best buy falsely advertised the unit as having no functional defects when it obviously did. The manager turned out to be the young lady that mumbled the rude comment. Although I feel that my argument was fair and valid, she obstinantly stood her ground, refusing to let me pay the $63 difference and get a new unit at the sale price that was offered when I bought the computer. I honestly feel that they knowingly sold me the defective unit. I chose to hold on to the unit and call customer service as I figured that perhaps the options she was presenting weren't in line with best buys return/customer service policies. I proceeded to conduct a call with a very kind customer service representative on the phone, but after a 30 minute back amd forth she said they can't honor the sale price from the day of the purchase and the options I had were in-line with what the manager stated in store. I could have understood the stance had I perhaps came back asking for this concession after seeing scratches or something and wanted to exchange it for a new one, but the unit I brought back WAS NOT FUNCTIONAL. Their open box description mentioned nothing about possible functionality issues. So as a customer I was robbed of the opportunity to make an informed decision on my purchase. I kindly asked if I could speak to her supervisor. After a moment a gentleman came on the line asking how he could help. I again explained the issue and the resolution I expected. He gave the same pushback, except now he was insinuating that I was wrong, that the almost now $500 price difference was solely due to the item being an open box item. As I again was trying to explain that there was a promotional discount that made the new unit $1,128.99 and the price I paid of 1,065.99 reflected the $63 open box discount, the guy just hung up on me. This blew my mind. Literally blew my mind. I felt like throughout this entire experience I was being like an unreasonable crazy person.
• SM

  Sabrina Moses

  Dec 26, 2025
  1.0
  Customer service was rude and sold a defective product. When we tried to exchange it, they tried to charge the difference in price since the original was bought on promotion. Heinous service. We called the customer service number, they admitted to selling a defective product, and proceeded to HANG UP. Worthless service.
• DR

  Diego de Ronde

  Dec 26, 2025
  1.0
  Was looking to purchase brand new AirPods and a PS5 game with Christmas money received. Upon arrival (12:54) I waited around 15 minutes and no signs of an employee. It is absolutely bogus I have to hunt down a random employee from another department for assistance. I left without a purchase and very disappointed at “Best”Buy
• TF

  Tony Furman

  Dec 26, 2025
  1.0
  I am a long-time Best Buy customer. I recently purchased a TV online and scheduled it to be delivered and installed originally on Dec 24. On Dec 23, I received a text message indicating that the delivery was postponed. Delivery was rescheduled for today. I received a confirmation email with a delivery window between 3p and 6p today. I took time away from my work and social commitments twice already as a courtesy to be available to take delivery. I am developing a bad case of rescheduling fatigue and it seems the only cure is to request a refund from Best Buy and purchase the same TV from Walmart, right next door. I have spoken five times to four different individuals in relation to this purchase/deliver--each time, I received deceiving (inaccurate or outright lies or exaggerations), getting different versions and half-truths about delays at every step of the way. On Dec 23, I received a call from a delivery driver (Pablo Z.) who advised he was in the neighborhood and wondered if he could deliver that day (I said I was unavailable)--one day earlier than promised, but as it turns out, there was no TV to be delivered that day--or any day so far...and no word on when (if ever) a TV will be available in my area. In my conversation today with the representative in a call center in Guatamala, I was informed the TV is not in available in my area, and he couldn't not estimate when it would be available. I counted no fewer than four entities involved in this transaction including Best Buy in MN, our local Best Buy (El Paso), a foreign call center (Managua), and local delivery contractor (El Paso). From this experience, I have observed the 4 entities choose not to, or are unable communicate with one another to facilitate a delivery on or near a promised date. I see now that the Guatamalan call center person scheduled delivery for Jan 3 when I will out of town for a week. That precipitated another call to the toll-free number in Managua. I recall fondly that I used to make purchases from Best Buy and I would schedule delivery and installations. The Geek Squad (employees of the store) would arrive and install the equipment. Apparently, that business model worked too well for the customer, but not well for Best Buy--so they changed things. If any of this means anything to you, I would suggest that the "My Best Buy Total" is not worth the cost--especially if you cancel your purchase (for a refund). I would also suggest avoiding purchasing electronics from Best Buy if the reason for buying there is for the delivery and set up benefits. In this "race to the bottom" business model when "commodity items" (like consumer electronics, for an example") are the same price everywhere and comparison shopping is easy--the only way these stores can differentiate themselves from purely online sellers is SERVICE. A model that forces people to leave negative online reviews in order to get a response to correct a wrong simply makes no sense. Seems much more costly than simply improving operations. From my observation of all the negative Google Reviews, VERY LARGE NUMBER point to service-related issues and particularly, missed delivery appointments, delays, postponements, etc. Eliminating service from the retail experience is a death spiral for retailers, especially in uber-competitive niches like consumer electronics. Apparently, Best Buy executives are not students of past business failures. Circuit City, which filed for bankruptcy in 2008, along with other major players like CompUSA and Tweeter, failing to adapt to market changes and competition. Ironically, the "competition was Best Buy and online retailers. Not perfect, but I did finally receive a satisfactory response and a $50 gift card for my trouble and inconvenience--but not until after I posted this review. I did cancel my order and request a refund. It was processed yesterday--and I purchased the same TV from Walmart and scheduled delivery and installation for next week.
• SG

  Scott Greene

  Dec 10, 2025
  1.0
  Beware of deliveries. I bought a Nintendo Switch 2 and it was delivered to the wrong address. It was Best Buy via UPS via Roadies, and I was notified it was coming and given temporary driver phone number. When the delivery did not arrive, then the confirmation photo was of a strange house, I had nobody to talk to. The driver phone went to voicemail "whose mailbox has not been set up" and they wouldn't reply to my texts. There were no other options when I tried to seek help. I spent more than half an hour going in circles on the Best Buy support site. No humans, no relevant FAQs, nobody to respond to my concern of my $600 item given to someone else at the wrong address even though several features of the house, (like the address and lack of an entry gate), were different than my house. Nobody ever responded, there is no working safety feedback in this system. It's as if they absolved themselves of the problem and walked away. The 14th house I looked at trying to find my package was where it was sitting. I looked like a porch pirate examining many porches with packages looking for mine and finally retrieving mine from a stranger's house. People can get shot over confusions such as this. I then spent half an hour trying to get in touch with someone but there is no system for that at all, just chatbots and circular FAQ-style links. Pic of the "confirmation photo" of my package at the wrong house. The wrong address is on the brick to the left just out of the confirmation pic.

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