I'm paying a couple $100 a month, and I have to talk to somebody in another country to get help with my device. I don't think so. The worst part about it is the kids in the store gave me the numbers to call that I ended up talking with a woman in the Philippines, India or Egypt: they said, I would be talking with someone in the states. That's a lie.
It took me 3 months to get a replacement cord for the Lenovo computer that I bought at 1 of your stores. They sold me the wrong cord in the store. I had to return it, then they told me in the store that they couldn't order the cord for me even if I paid for it right then and there. I had to call the company. It took me four days to get the right number to call the right dept. They were pretty cocky in the store about showing me where the serial number was on the computer. When they told me to go ahead and do that by myself, I talked with a woman from india first, who was a total witch. She transferred me to a man in egypt who was an absolute angel. I got that cord in two days. You're a huge communication company, but your communication sucks. I've been paying for services for years. It used to be good. It is not anymore.
Just by the way, I ask the woman that I spoke to today, if she calls people in the united states for her tech issues, she does not.
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Ken Rosales
Sep 22, 2026
Their customer service is the worse I’ve ever had to deal with. The fact that they farm out their customer service people instead of people at the store level helping you is beyond frustrating and completely unacceptable. Trying to get past the prompts and to a person is almost impossible to do. All around the customer service sucks!!!
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Ronald Zambrano
Sep 13, 2026
IMPORTANT: This review is NOT directed at the employees or management of this particular Best Buy location. I am posting it here because Best Buy does not make it easy to publicly review the corporate Customer Service and Rewards departments, which are the reason for this one-star review.
My experience with Best Buy Customer Service and whoever manages the My Best Buy Rewards program has been absolutely terrible.
I purchased an ASUS laptop for $1,649.99 and received 3,594 reward points. Shortly afterward, the price dropped to $1,499.99, and Best Buy approved a price match — a difference of only $150.
What happened next makes absolutely no sense.
Best Buy removed 2,370 reward points from my account because of a $150 price adjustment.
I completely understand that when the purchase price is reduced, the corresponding rewards should also be adjusted. That is fair. What is NOT reasonable is removing 2,370 points over a $150 price difference without providing a clear explanation of how that calculation was made.
I contacted Customer Service expecting someone to simply review the transaction, explain the math, and correct it if there was an error. Instead, the experience was frustrating, unhelpful, and gave me very little confidence that anyone actually took the time to investigate what happened.
I am a paying My Best Buy Plus member, and situations like this make me seriously question the value of the membership and the Rewards program. A loyalty program is supposed to reward customers for continuing to do business with a company — not leave them feeling like they have to fight to understand where their points went.
Again, this review has nothing to do with the employees at this specific store. My complaint is with Best Buy corporate Customer Service and the department responsible for the My Best Buy Rewards program.
Best Buy: if you are going to offer a rewards program, customers deserve transparency. Show us exactly how points are earned, exactly why they are removed, and provide Customer Service representatives who can actually investigate a problem instead of leaving customers with no meaningful explanation.
After this experience, I am extremely disappointed with Best Buy and will seriously reconsider where I make my future electronics purchases.
This review is for a store in Philadelphia Pennsylvania on Christopher Columbus Boulevard This document constitutes an amendment to my prior review. This amendment is being executed on September 5, 2026, following a visit to Best Buy.
We encountered a highly unsatisfactory experience while engaging with representatives from AT&T, as well as with TCC, the independent entity authorized to conduct sales under AT&T’s banner. We expended four hours attempting to transition our cellular service to a new plan. Numerous errors were committed by AT&T, including a failure to inform us at the outset that we were required to trade in our phones, as well as a lack of disclosure regarding the value of said phones until the conclusion of the process. Additionally, we were not made aware of the billing cycles verbally until the final moments, despite having previously discussed and reached an agreement on a specific amount. Upon preparation to finalize the agreement, we were unexpectedly advised that our initial two bills would be higher than previously indicated.
Furthermore, we were not adequately informed that the tax obligation had to be satisfied upfront. While I acknowledge that this is standard procedure for any purchase, we were under the misapprehension that such charges would be incorporated into our monthly bill subsequent to our agreement on a defined amount and our intention to trade in the phones. The representatives informed us that two of the phones held no value, necessitating a downgrade of the devices we possessed.
After consuming four hours, we returned resolved to proceed with the deal. However, an issue arose concerning my partner’s identification, which was marginally outdated, triggering a flag in the system. The ID was submitted three times, resulting in an unwarranted lockout, which should not have occurred. This constituted an exceptionally poor experience. It is imperative to note that although AT&T operates independently from Best Buy, I conveyed our incredibly negative experience to Best Buy.
I inquired whether there existed a possibility for collaboration between the Best Buy management and AT&T in order to enhance the overall transaction, specifically by including complimentary cases and screen protectors to facilitate the completion of our agreement. However, following the lockout during the transaction process, we were unable to finalize the deal, culminating in a complete wastage of five hours, with Best Buy providing no assistance.
Three of us are valued customers of Best Buy and are members of their membership program. It is notable that Best Buy permits AT&T to conduct sales within their establishment. It is my belief that remedial action should have been taken in this matter.
I wish to convey that my experience has not aligned with that of other retail establishments; it pertains solely to this specific location. I hold Best Buy in high regard and have been a customer for numerous years, consistently enjoying positive interactions. My engagements with the staff, spanning from checkout procedures to service encounters, have generally been favorable, leading me to appreciate the value provided. Nonetheless, I express my hope that this instance does not reflect a trend for future dealings.
I did submit several photographs pertaining to our prior engagement, which was a favorable experience at this particular location.
Be extremely cautious with Best Buy's trade-in promotions and customer support.
During pre-orders, I bought two phones (Galaxy Z Fold8 and Z Flip8) under an advertised $820 trade-in promotion for my Galaxy Z Flip5. After processing, Best Buy credited only $400 ($430 after tax adjustments)—less than half of what was advertised and agreed upon.
The customer service experience has been unacceptable:
Unhonored Promises: I have written email confirmations from two separate agents acknowledging I am owed the full $820 credit. Mocking the same order online still shows the $820 quote, which I have documented with screenshots.
Bounced Emails & Time Wasted: After spending over 2 hours on the phone trying to resolve this, a support representative gave me a direct email address to send my proof. The email bounced back as invalid/undeliverable.
This is classic bait-and-switch pricing: lure customers in with high trade-in quotes, pay half, and stall with broken assurances and fake contact details.
Case Reference IDs: #500859510 and #500731982.
