Best Buy Reviews 

A new low today for customer service , even for best buy. Delivery guy for my 55 inch tv rang my buzzer at 9am, and said "delivery". I responded by buzzing him in and instructed him to take the elevator to the 6th floor. At that point , i never heard from him again, though I waited at home for another four hours. My assumption is that he didn't want to come any further than the Street. I guess they only deliver 55 inch TVs to New Yorkers who have movers and commercial grade flatbed dollies standing by on the sidewalk to meet them? I called customer service and after spending 15 minutes working my Way thru AI prompts I finally got someone , who sounded like they were in India on the line. This was not a matter she could handle so she asked me to hold for another department, which I did for another 15 minutes. When that person picked up I would assume by their accent that they were in a Latin American country. After trying to make my situation clear for five minutes, the person told me I could download an app to my phone and make a request to have the TV redelivered. When I said I would prefer someone from customer service calling me to reschedule the delivery she said that was not possible, that I could call to reschedule (and deal with the same hold times) or download the app. I will call on Monday morning... To demand a refund so that I can take my business elsewhere

Last year I purchased a membership to Best Buy. Today I went online to buy a new ipad. The chat box told me there was a discount from the listed $399 price. I went to the Oxnard store but they would not honor the chatbox discount information saying that " AI could not be trusted". I view this as fraud and a bait and switch tactic. Anyone else have this experience?

Excellent service

I have never experienced a customer service process as frustrating and inefficient as the one I encountered with Best Buy.

On August 5, I visited the Best Buy in Sacramento, CA to upgrade my daughter's phone at the Verizon kiosk. We purchased a new Samsung Galaxy S26 in person. Because my daughter attends college six hours away, we arranged for the phone to be picked up at the Best Buy in Cerritos, CA, and made it clear that she would be the person picking up the device.

When my daughter arrived at the Cerritos location, she was told she was not listed as an authorized pickup person, despite our explaining this at the time of purchase.

From there, I spent hours trying to resolve what should have been a simple issue.
• I called what I believed was the Sacramento store but reached a remote customer support representative who informed me they could not transfer me to the actual store or the Verizon kiosk. Instead, I was given an 800 number, which turned out to be Verizon.
• Verizon confirmed my pending upgrade and order but explained they could not assist with Best Buy's pickup authorization.
• I then called the Cerritos location, only to reach another remote support representative. After explaining the situation again, I was told there was no way to add an alternate pickup person and that my only options were to cancel the order or drive six hours to pick it up myself.
• Hoping to resolve the issue in person, I returned to the Sacramento Best Buy. The Verizon kiosk employee reviewed my order and pointed out that the notes clearly stated the phone would be picked up by my daughter. They advised that the Cerritos location should simply review the order notes.
• Before making another trip, my daughter called the Cerritos store and was told that employees do not honor order notes and that only someone officially listed as a pickup person could receive the phone.
• I contacted Best Buy customer support a third time and was again told there was absolutely no option to add an authorized pickup person. I requested a supervisor but was told supervisors do not accept transfers. Instead, I was promised a callback within 20 minutes. More than an hour and a half later, I had still received no call.
• Ultimately, I returned to the Sacramento store a second time and canceled my order altogether.

What makes this experience so frustrating is that the issue itself was not complicated. It should have taken minutes to resolve. Instead, it required:
• Three calls to Best Buy customer support
• One call to Verizon
• One call to customer support by my daughter
• Two trips to the Sacramento Best Buy
• Hours of unnecessary time and frustration

Best Buy - I would appreciate answers to the following questions:
1. Why are customers unable to speak directly with their local store when many issues could be resolved within minutes by the employees handling the order?
2. If customers cannot contact stores directly, why can't Best Buy stores communicate with one another? It seems far more efficient for the Sacramento Verizon kiosk to contact the Cerritos Verizon kiosk than forcing customers through multiple layers of remote support.
3. Why was I allowed to select pickup at another store after explaining that my daughter would be picking up the phone if there is no mechanism to authorize an alternate pickup person?
4. Why did every customer support representative simply repeat scripted responses rather than take ownership of resolving the problem or escalating it appropriately?

The most disappointing part of this experience was not simply the inconvenience, it was the complete lack of ownership. Every representative passed the responsibility elsewhere, offered conflicting information, or presented only two unreasonable options: drive six hours or cancel the order.

In the end, I solved the problem myself by canceling the order.

My experience was horrible. I paid 500 dollars for Meta Glasses because I assumed Best Buy would be able to deliver. First they used some shipping company i've never heard of. Then when I didnt recieve my order I called and was offered a free replacement. I told them I was disabled and unable to leave the house. They then told me I would get a refund. I get an email a week later saying no refund is possible. So If I wasnt disabled and was able to pick up the order I would have gotten my device. This is discrimination and I would suggest never trust Best Buy if you like recieving orders.

I purchased a gas dryer in early July. Because of my schedule and theirs, I couldn't get an installation date until late July. When the installers came, they told me the gas line the dryer came with was too short, so I'd have to buy the correct part and reschedule the next day (Sunday). I wasn't able to get thru to anyone at Bestbuy until Tuesday. The services involved were installation and haulaway of my old dryer. In spite of MANY communications on this, they kept scheduling the haulaway before the installation, which can't happen since I can't disconnect the gas line. I have spoken to tens and tens of people at bestbuy, on the phone and on chat, and have been told a million different stories. Finally the installation was scheduled for Tuesday, August 4th, and I was assured someone would be coming between 2PM and 6PM for both services. The haulaway team arrived at just after 11:00, which was not what we discussed, and then the installation team arrived. I was not at home, and had arranged to take the afternoon off work since that's what Bestbuy committed to (2-6). Someone at Bestbuy lied and said I cancelled the appointment. Once again, I contacted BestBuy and after escalating the issue was promised an installation date of 8/7. Since I didn't see the appointment online, I AGAIN contacted Bestbuy and was told the best they could do was 8/11. I cannot keep taking time off from work, but BestBuy doesn't care about that. They also give a 12-hour window for installation, which is absurd. Meanwhile, I have the dryer here, not connected, and am disputing the whole transaction until Bestbuy attempts decent customer service.

I am so done with Best Buy after all the years and money spent there. I went into the Reno store and spoke with a sales rep. I told him exactly what I needed. He recommended a laptop but their restrooms were out of order again so I went home to order it from the picture he showed me. It wasn’t what I wanted at all. Now they never delivered it and I can’t get my credit even though I have sn email stating it was returned to the third party seller. You can’t get anyone on the phone either

I would give it zero stars if I could. This is unacceptable, I will be reaching out to the corporate office.  This delivery has been rescheduled 3 times due to no fault of the customer.  I would just rather you credit my account for the cost of the washing machine so that I can purchase from another retailer.   Every week I'm told to reschedule and I do, I take time off from work only to be told the delivery won't happen.  WHAT IS THE DAMN PROBLEM.  I'm sick of this store. I will never purchase from Best Buy again and will warn family and friends too!

I am extremely disappointed with my experience with Best Buy.

I purchased a $2,500 laptop using my Best Buy Credit Card, but instead of the laptop I ordered, Best Buy shipped me the wrong and significantly less expensive model.

After contacting customer support, Best Buy acknowledged their mistake and instructed me to keep the incorrect laptop until the replacement arrived, at which time FedEx would deliver the correct laptop and pick up the incorrect one.

I followed every instruction exactly as requested.

Unfortunately, the replacement that was promised for Wednesday never arrived. The delivery has now been delayed multiple times, and more than a week after Best Buy’s original mistake, I still do not have the laptop that I paid for.

The most frustrating part is that I have done everything I was asked to do, yet I am the one dealing with the inconvenience and repeated delays caused by Best Buy’s error.

For a company of this size, I expected much better customer service, communication, and accountability. A $2,500 purchase should not turn into a week-long unresolved problem.

I hope Best Buy resolves this issue quickly, but based on my experience so far, I cannot recommend ordering expensive electronics for delivery.

Have you ever tried to call Best Buy? What a joke. First you have to deal with the AI answering service which us useless. Then they transfer you to India which was very useless. Finally had to go to the store to ask about my Mac that I left them only to be told they have no direct phone lines for Customers to call. Then they told me that the Mac which I bought from them could not be fixed because they are not allowed to work on Macs. Why didn't you tell me that when I dropped it off. Never again, customer lost.

I spend a lot of money at Best Buy, and their customer service s***s. Their CITI credit card has a horrible voicemail system, and it is impossible to get to customer service. Even their reps apologize on the phone because of it. I was supposed to get a Best Buy credit card and have not received it. They are ridiculous. I wish I never would have applied for it, and I plan on not spending any more money with these yay-hoos.

Unlike most retail stores which have a 30-day return or exchange policy if you have the original packaging and receipt which I did have Best buy only gives you 15 days for their product to break on you then you're stuck without it unless you want to pay an additional $30 for a so-called membership which is just an outright scam to get more money out of you you're not saving anything by shopping at that store I would suggest Target or Walmart where they actually guarantee their
products they sell you

A.I is terrible!
This 1 star is for your customer phone service. The A.I. thing is rediculous. I had a couple of simple questions and the computer couldn't handle it. I went into the Rancho Cucamonga store and spoke with a great young man who answered all of my questions, completed the sale and I was on my way in a few minutes. If you had a human to answer simple questions insted of a computer claiming they a person and having no option to speak with a human Best Buywould still be my 1 and only place for my electronics. I will be shopping around next time!

I've used Best buy tech support for quite a few years and the majority of it has been very positive. But recently I asked if my Google pro pixel 10 can increase the storage with a microchip. The sales lady definitely said yes which was a total lie and it has taken me way too long to return my $176.51 I'm really disappointed in this last sales lady because she intentionally lied to me which is unlike most most of the experience I've had with their tech support

Complete indifference in providing meaningful customer service. I made multiple attempts to resolve an issue with a television I purchased and received nothing but automated replies. They create so many hurdles before you can even speak to a representative. I can’t underscore just how awful this experience has been.

I own a nonprofit consultancy and am an adjunct professor at Northeastern University. I'm writing to let you know about the extrodinary level of customer service provided to me by your Experience Supervisor, Jeffrey Wansley. His professionalism, thoughtfulness and effort was remarkable. Prior to knowing I would also need his assistance, I watched as he responded to a customer with courtesy, empathy and understanding. He could undoubtedly instruct Fortune 500 companies in excellent customer service.

This sotore ripped me off for $400 and had no problem lying to me on the phone repeatedly. Dont trust this store.

I ordered a receiver from Best Buy and it came well packaged but had a huge dent right on the top - like something large fell on the box, even though the box did not have a dent. I contacted them and asked for a replacement which they sent and it came about 2 weeks later, which was somewhat of a let down. Additionally they made me send the original item back even though it was clearly not salvageable. They did pay for shipping but I had to spend about an hour (30 min there and 30 back) driving it to drop it off at the shipping carrier's location. So in the end I got the device and it works well, but I lost an hour of my life and had to carry this heavy thing down the stairs because my building doesn't have an elevator. I don't know if I'd recommend it.

I ordered a tv on the 3rd of July. It is the 31st and I still don’t have a tv installed. The first two came in broken. It took weeks between the first tv and the second tv. I was understanding at first but trying to navigate Best Buy customer service is a nightmare. Today they dropped off a tv but were supposed to install it. When I finally got someone on the phone they couldn’t get the installation to happen fast. The lady was condescending and patronizing. They only offered 115 off the installation. Nothing else. I told them I have been a fan for decades but this experience is making never want to shop with them. She did not care. She was supposed to send me an email with her contact information. Nothing. What a joke. I will never buy anything from them ever again.

Best Buy delivered my package to the wrong address… and now they can’t even process a refund.

Has anyone else had an experience like this with Best Buy?

On 7/22, I ordered a pair of AirPods. A couple of days later, I got a notification saying they had been delivered. I went straight to my front door, but there was nothing there. I checked around the house, asked everyone at home, and still couldn’t find the package.

Then I looked at the delivery photo that was supposed to be the proof of delivery. That’s when I realized the package wasn’t delivered to my address at all—it was left at a completely different house that I don’t even recognize.

I contacted Best Buy customer service right away. The first representative apologized, told me a refund had been issued, and said I’d receive a confirmation email within an hour.

An hour passed… nothing.

I contacted them again. The second representative told me it would take 24-72 hours for the email to come through.

After about 48 hours, I reached out again. The third representative was honestly pretty rude and basically told me I’d already been told to wait 72 hours and to stop asking because I’d receive the email.

Well… I waited over 90 hours.

When I contacted them again, I was told my refund had only been “processed halfway” (I still have no idea what that even means). They then told me I’d receive yet another email within 24 hours, and only after that would the refund process continue.

So let me get this straight:

* Best Buy delivered my package to the wrong address.
* I never received the product.
* I was told multiple different stories by customer service.
* I’ve spent days chasing updates.
* And I still don’t have my money back.

This has honestly been one of the worst customer service experiences I’ve ever had. Mistakes happen—I get that. But dragging someone along for over a week after your company delivered the package to the wrong address is unacceptable.

At this point, I don’t know what else to do. Has anyone dealt with something similar? Were you eventually able to get your refund?

Needless to say, this will be the last time I order anything from Best Buy.