EG
Eugene Gorokhov
1 day ago
I purchased an ASUS laptop from Best Buy in December 2024 with a one-year warranty. Before the warranty expired, I reported that the battery lasted only about two hours under light use (working in text documents and browsing the web at approximately 30% screen brightness).
Best Buy sent the laptop in for repair (Service Order No. 0845-251211-50253) and informed me that the battery had been replaced. However, the battery life remained exactly the same. During the second repair (Service Order No. 0845-260127-95320), instead of addressing the battery issue, they replaced the charging cable. A charging cable does not affect battery runtime, so this did not address the original problem.
After reviewing the Windows Battery Report, I found that the battery’s Full Charge Capacity did not increase after the reported battery replacement. This raised serious questions about whether the battery had actually been replaced. I repeatedly asked Best Buy to explain this discrepancy and requested the part numbers of both the original and replacement battery. My questions were ignored at every level — store management, customer support, supervisors, and the Corporate Executive Resolution Team. No one was willing to provide a clear answer.
Best Buy also refused to refund my purchase, even though I reported the defect before the warranty expired and the same issue remained unresolved after two repair attempts.
At that point, I realized this was not the decision of a single employee. Based on my experience, this appears to be how Best Buy handles warranty claims.
I have retained all supporting documentation, including repair records, emails, chat transcripts, screenshots, the Windows Battery Report, and Best Buy’s written responses.
This was an extremely disappointing experience. I expected much better from a company of this size and reputation.
Will I ever buy anything from Best Buy again? Absolutely not.
Would I recommend Best Buy to my friends, family, or colleagues? Absolutely not.
Based on my experience, I cannot recommend a company that failed to resolve a warranty issue after two repair attempts, ignored legitimate technical questions, and refused to take responsibility for a product that continued to exhibit the same defect.
My review is a copy of my email that I sent to Best Buy Corporate.
Hello, this e-mail is to the Best Buy Customer Advocate Department Manager,
My name is Donald Traeger, on June 8, 2026 I ordered camera equipment and accesories and the Best Buy Total membership by calling the Idaho Falls store, which transferred me to your corporate customer sales team. I requested to purchase a Best Buy Total protection plan "on the same phone call" that I ordered a Sony A6700 camera and accessories. SAME PHONE CALL, AS SAME TIME. The customer sales associate could NOT include the Best Buy Protection Plan so after the equipment order was processed she transferred me to another associate to purchase the Protection Plan, which I purchased.
Since the Sony camera and accesories were purchased BEFORE the camera I am told they are NOT covered by my Best Buy Total protection plan. Unacceptable.
Today, June 17, 2026, I was told by Mohammad, a supervisor in your customer service department, to either:
1) Drive 4 hours, one-way, to the Idaho Falls, ID store to return the Sony A6700 camera and the accessories purchased on June 8, 2026. Once returned, re-purchase the SAME equipment again so they are covered by the Best Buy Total Protection Plan. Then drive 4 hours back. Or,
2) Return the Sony A6700 and accessories via a pre-paid shipping label. Than re-order the same items so they are covered by the Best Buy Total Protection Plan.
Both options are totally unacceptable due to our location and plans over the next 2 weeks.
My questions to Mohammad a few minutes ago, and via this email, to Best Buy Corporate Customer Advocate Department Manager.
1. Why can't a Manager simply "add" the Sony A6700 and accessories purchased to my Best Buy Total Protection Plan?
2. Why was I transferred to another department to purchase the protection plan instead of the authorizing the Sales Department associate to process the Total Protection Plan, at the same time as I ordered the camera equipment?
3. Is it worth losing me (and all the many friends and family I have and will tell my story to) as customers to enforce a Best Buy policy and not authorizing a Supervisor or Manager to solve this problem over the phone today?
I look forward to your response.
Thank you for your attention to this matter. Feel free to call me if this can be resolved in very, very short order.
Donald Traeger
June 17, 2026 0905 MDT
TL
Tabatha Lovelady
Jun 16, 2026
I have spent the last 9 hours (check your cameras) at 2 separate Best Buys!!!!! The first 5 hours were spent at the Jordan Creek location in West Des Moines. The “advisor” Liz completely entered in my upgrade wrong. They said she processed it as a Best Buy instead of through my Verizon and it continually spiraled downward from there!!!!! Phones were not connected that should have been and there were phones on the wrong phone number!!! Then they tried to charge me over $2500 for an UPGRADE THAT I SHOULD HAVE ONLY PAID TAXES ON!!!!!!! I have been with Verizon for years all lines were eligible for upgrade!!! After they realized what the Liz at Best Buy had done they sent us to a different Best Buy because you employ people that can’t do their job!!!! they couldn’t change the payment in your POS???? . We had been there for hours!!!!I asked for a manager while we were at Jordan Creek. That was laughable!!!! Liz was clearly new and requested help they would come look at the screen and say “ yeah I haven’t seen that” and leave!!!! Multiple employees did that including Stacie who was supposed be the manager she was the least helpful for this poor girl!!!! Ahmed was the only one that stepped in to help her. As a manager of several employees I really hope this is not the support Best Buy gives to their staff!!! Was DISGRACEFUL TO SAY THE LEAST! I’m more irritated about how this poor girl got forced into this situation after she repeatedly asked for help!!!!! Now to go on to the NEXT ISSUE!!! You guys cancelled two of my phone lines after it was all done and said and I had to spend another 2 hours reconnecting service are you kidding me?!?!?! What is your standard because you failed at every single point!!
Thing that should had been a 30 minute process!!!!
GT
Golden Hour Travelers
Jun 16, 2026
Best Buy
A deeply frustrating and unacceptable customer experience that reflects a breakdown between automation and human support.
A Meta VR headset was ordered on June 3rd and successfully delivered to the same address without any issue, confirming the address works for delivery.
A second order placed on June 12th for a ring was accepted, charged, and scheduled for delivery on June 16th. Everything appeared normal until June 15th, when the order was abruptly canceled one day before delivery. No proactive communication was provided—only a generic cancellation email after the fact.
When contacting support, the situation became significantly worse. The call lasted over 90 minutes and was recorded. During that time, the issue was escalated through multiple representatives (around 10 agents), yet no one was able to provide a consistent explanation or take meaningful action to resolve it.
The underlying cause appeared to be an automated system decision flagging the address as a hotel, despite a prior successful delivery to the same address from the same company. The key issue is that the system (AI-driven or automated review) failed, and there was no human authority capable of overriding or correcting what was clearly a fixable and contradictory error.
Despite repeated attempts to resolve it, every representative was limited by the same constraints, with no escalation path that led to an actual correction or reinstatement of the order. The result was a rigid system where automation overruled common sense, and human support had no power to intervene.
Overall, this reflects poor system design, weak escalation capability, and an absence of accountability when automated decisions are wrong. The experience was time-consuming, unresolved, and entirely avoidable.
Best buy has lost a Customer. Stop replacing humans with AI. Give the humans the power to override a stupid AI decision.
Common sense seems to be absent for Best Buy.
And yes I have the recordings to prove it.
MD
Monica Dunk
Jun 13, 2026
We will never buy another item at Best Buy. We have spent thousands in the last few years. Obviously Best Buy doesn’t care. We will be shredding our Best Buy credit card as well. We had a warranty issue with our fridge 1-1/2 years after buying it. Turns out the idiot at the store canceled our warranty and didn’t tell us. He had ordered the wrong fridge and never told us the CORRECT fridge was more money AFTER we paid for the warranty. So Best Buy replaced fridge but not the warranty. I told them I won’t pay a single dollar for the warranty because I already paid for it. They wanted me to pay 159 and I said no. It was YOUR screw up. So as a matter of ethics which Best Buy does not have, we did not buy it. I will not buy anything else from them even if it means spending more money somewhere else. If they don’t back up their mistakes I will not spend another dollar.
