Very poor customer service I would never recommend Best Buy if there was a score less than one Best Buy would deserve it read more

On March 8, 2024 I purchased a refrigerator from Best Buy. It was sold as a floor model but it is my belief it was a purchase & returned item. I paid $125 for pick up & delivery on March 12, 2024. After plugging in the refrigerator to cool an hour in I noticed it was blowing hot air and not cooling. I am disabled and needed to refrigerate life saving medications that I've been keeping in a cooler. Due to my circumstances, I am in desperate need of a refrigerator because of my disability & medication I contacted a technician which was another $150 expense to see if it was fixable. He advised me it was a fire, electrical & safety hazard I immediately contacted the sales representative called with no response. I finally e-mailed and after a few days of delayed response, I stopped by the store in March 15, 2024. I advised the store the refrigerator was a fire hazard and had start to burn the rubber around the edge of refrigerator accommodated by pictures & service notes. The burning rubber smelled. I went as far as to tell them, please don't put the refrigerator back out because of the fire hazard which could've ignited. If wasn't constantly checking for cooling to store medication and groceries this was a disaster waiting to happen. I did not want a refund but a replacement. I simply don't have the physical energy to deal with the delay & going back & forth with the management team @ that location. After being told they would not replace because they did not have one @ that price point. The refunded me the purchase price. It took over a week for the refund to be processed. When I advised them of the additional expenses $325 for loss of unrefrigerated medication and nearly $200 in groceries, they started to ignore my calls. If I had known the customer service would be this bad, first I would NOT have purchased from Best Buy and secondly with the additional expenses I would have purchased a different brand new. I contacted customer service 3 times trying to resolve the issue & to speak with a manager. After the 3rd call the csr picked up the phone and laid it down. During my 25 minute hold, I was able to hear other conversations with Best Buy customers that included names, address, & account numbers while the representative kept clearing his throat which is breach of customer confidentiality. Best Buy can pull the recorded call. Finally the sales rep called me yesterday March 18, 2024 while which is a nice person but the store main concern was me purchasing other items we discussed (dishwasher & stovetop) the problems I experienced was secondary. It made me feel as though I was being blackmailed to purchase other items @ a discount in order to resolve the issue. He asked me to send him acceptable replacement which I had a week prior. To date, this has been a stressful situation with no resolution, additional, expenses, & a delay of funds being applied to my account. Due to my disability my treatment schedule will not allow me to go out until Saturday March 23, 2024 creating further delay when all Best Buy had to do was send an acceptable working refrigerator. The sales rep appears to be trying however; the can has been kicked down the road for me to contact another customer center 888-237-8289 when I've already been unsuccessful multiple attempts & due to the way my call was handled, I'm concerned with the confidentiality of the call & my personal (credit card) information. This should've been handled over a week @ the local level. I'm beyond exhausted and still no resolution. As of March 21, 2024 still have not heard back from corporate. read more

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Worst customer service I've ever experienced in my life. They delivered a defective machine on Monday. They refused to take it back even though it proceeded to leak all over my floor. They then promised me a new machine on Wednesday between 12 and 6 o'clock. Didn't hear anything all day. I called them at 5:30 and they said it was still coming just running late. They then proceeded to after I called again call me at 7:30 to tell me "they were tired it was late and they were going home so I had to call to schedule a new delivery." I then spent two hours on hold waiting for them to schedule a new delivery which they never did. They promised me a manager would call two times that never happened. And all they want to give me is a $50 gift card to a store that I never want to shop at again. And I still have no washer. read more

Not that this is going to change Best Buy refund practices or communication platform...but here goes nothing. I went to the Best Buy Buford GA store and ordered an Arlo Ultra 4 camera system. In addition, in store I purchased two solar panels for that camera system. My order #1120175140084 and I spent $1,017.57 total. My order was supposed to arrive in store 06/30/2020 for pick up however, the order was delayed until 07/07/2020. On 07/07/2020 I received an email that my order was cancelled because of unexpected wait time. In the same email it states, "For credit card payments, we have released your fund." Today is 07/15/2020 and no refund has been issued. I had to call Customer Service after calling my bank. I was told that the order was not in a cancelled status and they would have to work with another department to process the refund. After a short wait time magically my refund is now processed. Why should a customer have to call to receive a refund when your email clearly states the order was cancelled? This is a bad way to conduct business especially when you are not talking about a small sum of money. I understand the Customer Service agent has a script to follow and is going through the motions based on there training. Something needs to change! The email that Best Buy send out is deceptive. It states on thing and Customer Service states something different. Ultimately, I had to purchase TWO Arlo Ultra 2 camera system in order to have 4 cameras total. Of course this cost more money, almost $165.00 more. The Arlo Ultra 4 camera system was not available within a 250 mile radius at Best Buy. Truth be told, the Arlo Ultra 4 camera system was a better deal at Best Buy after weeks of researching, that's why i made my purchase with Best Buy. Rest assured I will not spend another dime at another Best Buy store even if the price is cheaper! Bad customer service practice and poor communication platform. Make it better, make a change! Do the right thing! read more