Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order for airpods. Upon arrival and opening the box, it was empty. I immediately contacted customer service and they refunded me for the item. The next day, I received an email stating I will not be receiving a refund or replacement for the item. I am confused as to why.

  

  Business response

  02/06/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  02/07/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pre-ordered Sniper Elite: Resistance for the PS5, which states on your site. "Pre-order DLC Target fhrer - lights, camera, achtung campaign mission, 1x weapon skin, and a Karabiner 98 rifle." I never got the pre-order bonus I have contacted support, and it's gotten me nowhere. I contacted the publisher and they said it's up to you guys to get me my code. I pre-order a ton of games from Best Buy so I wonder how many codes I never got and didn't realize. I used to use the forums to get answers, but you guys took that away. I tried contacting on X, and no answer. I used the chat support and they want me to call because they can't do it. WHY HAVE SUPPORT IF THEY CAN'T HELP!! even the supervisor couldn't do anything! I want my pre-order bonus! next on Order Number BBY01-807025989934 Kingdom Come Deliverance II was supposed to come with bonus DLC also but I haven't gotten that! ************************************************************************************************************************************* That's the *** to that. Sniper Elite did not have a site like that. But I am missing both. Please get me my pre-order DLC. Thanks

  

  Business response

  02/06/2025

  Dear BBB,
   Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  Best Buy
  

  Customer response

  02/08/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order. $650 paid, Order shipped, Had issues receiving order, Best buy filed claim with *** and lost. I filed claim with *** and won. All shown on tracking info. *** awarded claim for order. *** sent best buy $800 for claim award. Best buy refuses to refund or replace order and blacklisted me from Future orders. Refuses to send me the $800 from *** claim instead. This was my first order as a new customer with best buy. Best buy refuses to acknowledge *** awarded claim and tells me to call police at every contact. Police say if *** awarded me a lost package claim then there is nothing they can/will do. *** says best buy is responsible for refund/replacement as do police. I'm going in circles. Best buy tells me they dont have to/wont refund/replace my order because its there policy. HELP!!!!Order Number: ************* Tracking number: 1ZR3059E0355859275

  

  Business response

  02/03/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this customers concerns to our attention.
  We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team. The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclose. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.
  
  Best regards,
  Best Buy
  
  

  Customer response

  02/05/2025

   I am rejecting this response because: I was awarded an $800 lost package claim from *** on this package ,best buy refuses to refund or replace my order or give me the $800 from **** Best buy also refuses to make contact with *** in any way to verify that my claim was awarded. 
  
  
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 9, 2025, I purchased a television at a local Best Buy location and while doing so, used a Reward Certificate/Promotional Certificate toward the purchase price. Regrettably, upon arrival home and unpacking/setting up the television, it had minor damage. This was very unfortunate and even more so, that the original store location did not have any additional units in stock to replace it. Therefore, I had to go to yet another Best Buy location to make the exchange. In doing so, it was apparently not possible to apply the prior certificate, and I was told it would be reissued to my account. I spoke to several associates since that time who indicated that it would be reissued and I could potentially return to the store again to have it applied to my existing purchase. I have some documentation of these exchanges/chats, as needed. In any case, it is now over two weeks later and I have not received any update or resolution to this issue. The overall experience, lack of communication/inconsistent communication, and lack of follow up has been highly unimpressive and inconvenient.

  

  Business response

  02/01/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  02/04/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of purchase: 01/24/2025: *********, ** store #***: missing power cord (open box)Best Buy visit 1/28/2025@ 5:00pm CST. I called the Asheville store because I purchased an open box, excellent condition HP monitor, they instructed me to go to the Opelika, Ala Best Buy store. We are deployed out of ** and I was in despert need of a monitor. I love ** products and I have been shopping with Best Buy over 20 years and have never experience rude and unprofessional behavior as I did in this store. When the manager on duty, arrived to approve the return and purchase he wanted me to purchase a "good condition" monitor and pay an extra $69 for the same identical HP Monitor. I refused and attempted to explain to the manager that my HP monitor is in excellent condition and that it was not right to charge me more for a "good" condition same model HP monitor. As I was explaining my reasoning he abruptly interrupted me and became argumentized and displayed a nasty disposition and refused to give sound recommendation. I politely excused myself and kept the excellent monitor and called Best Buy Corporate to file an official complaint. My concern was that it was the same HP monitor and how can Best Buy charge me $69 more for a lesser conditon monitor for an excellent condition monitor. I will eventually bring the moniotr back if we can not resolve this concern

  

  Business response

  02/01/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this customers concerns to our attention.
  
  We have reached out to this customer directly. We appreciate the customer bringing the situation to our attention. We take feedback such as this seriously and is in the process of being reviewed by the appropriate team.The findings and the conclusion of the investigation or any subsequent action is for internal use only; we are unable to disclosed. If the customer has any questions that we can answer, they are welcome to reach out using the contact information provided directly to them.
  
  Best regards,
  
  Best Buy
  

  Customer response

  02/05/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 6 2024 I had purchased several appliances. Unfortunately the refrigerator was not going to fit so I canceled the entire order. Best Buy continued to message me telling me that my order was being delivered despite me canceling it numerous times. They finally were able to cancel the order however they never canceled the microwave and the delivery men showed up to the house with the microwave. I told them not to get out of the car that I had canceled several times so they took it back. I have been charged for this microwave on my credit card showing that I have a balance of $590 79 for something I never received. When I called customer service numerous times and got transferred to numerous people they told me that they were going to credit me back $146.37 for a Best Buy plan however they are refusing to credit back the $394.20 balance. Every representative told me that all the appliances were canceled on November 15th however I am still being billed $590.79. I disputed this with the credit card company and they sent me a letter saying that I still owed the balance. I have spent hours on the phone trying to get this settled and yet it has not been resolved. I am requesting a refund in full because I've never received the item and every representative said that the order was canceled. I have been transferred to numerous departments who keep transferring me and there's still no resolution.

  

  Business response

  02/04/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  After an internal investigation regarding the customers order(s), it appears they do not follow the guidelines listed in our Terms and Conditions for BestBuy.com.  For this reason, we are unable to provide and refund. We went of the purchases on the client account and validated the refund was already issued to the original form of payment. 
  
  Best Regards,
  
  Best Buy Corporate

  Customer response

  02/05/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I am reaching out in hopes to receive assistance with resolving an ongoing issue with the ********************. I have recently placed an order in store for delivery that was never received. The first attempts driver was assigned through a service Best Buy uses called roadie. The driver never retrieved the package And delivery was cancelled. I was then assured I would get a refund and if I wanted the item I would have to reorder the product. I did as directed and ordered the item again for pick up only to find out Best Buy provided incorrect information and a second delivery attempt was being made. This time a driver picked up the package but did not deliver to our home as the order was marked. I reached out to Best Buy to make them aware immediately and they opened an investigation. They were provided video footage that proved there was no delivery made of the time delivery was stated but yet they stated they are not able to help and denied a refund.

  

  Business response

  02/04/2025

  Dear BBB,
  
  We appreciate you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  We have contacted the customer directly, and we've honored their resolution request.  If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  02/05/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Best Buy on 1/16/25 for a routine remote tune up on my computer, which I have gotten countless times with no problems. On this occassion Agent Niamath performed the tune up and immediately afterwards I was unable to use my computer due to a blue screen reading windows did not close down properly. I called right back minutes later after noticing. The person said I would have to bring it into the store on **************** ***** LA to be fixed. He made me an appointment for the next day. The store checked it in and called me back about a week later saying that they would have to replace all the hard drives in the computer to get it back working. There are four drives in the computer. One drive is fairly new and still under warranty that is my main C drive. Two drive are fairly new having little or no rewrite data on it, so one would consider those practically new. One drive is a storage drive that only get items moved to it but never deleted it has almost 6TB stored on it. The drive holds 12TB. I was thinking this would be inconvenient for me, but should be a simple fix. Uninstall windows and reinstall, so I wasn't expecting the catastrophic news of all my hard drives needing replacement. I firmly believe Best Buy Geek Squard online support is responsible for this failure and should cover the cost of replacing my drives due to their negligence. I have reached out to Best Buy online geek squard four times already and all four times they assured they a supervisor would be calling me back within 24 hours each time I called. I have yet to get a call back. They have never reached out to me to resolve this issue. The computer is still at the store waiting for me to pick up in non operating condition. The store said they can't move futher without Best Buy online geek squard permission to cover the cost of the hard drives.

  

  Business response

  01/29/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  After an internal investigation regarding the customers order(s), it appears they do not follow the guidelines listed in our Terms and Conditions for BestBuy.com.  For this reason, we are unable to replace their hard drives. We instead ask that the customer visit the store that has their device and discuss alternative repairs or diagnostic probabilities with Geek Squad directly as they still have the device in their possession.
  
  Best Regards,
  
  Best Buy Corporate

  Customer response

  01/30/2025

   I am rejecting this response because: I feel it is very dismissive and shows a lack of loyalty towards patrons. Best Buy wants my business as far as my money, but does not care to do business after they get what they want for customers which is our money. The facts in this situation speaks for itself and without a doubt shows that Best Buy is and should be held responsible for making this ordeal right. It is so dismissive that it reads as if they didn't even take the time to really do an investigation. It doesn't explain why not one supervisor called me back when they said they would prior to me reaching out to the BBB. What is really upsetting about this entire ordeal is that I just spent around $5000 there in the last two months alone. Yes, $5000 not $5, I guess their so called investigation revealed that fact in there effort to gather the facts. It's really not about how much money I spent at Best Buy; this is simply a matter of Best Buy doing the right thing after they did the wrong thing by making my computer inoperably solely because of an mistake they made on their end. Corporate responsibility is something Best Buy does not practice in my opinion after judging from their response towards me and this situation.
  
  
  

• Initial Complaint

  01/29/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have a Best Buy Total Membership which covers Geek Squad for PC repairs and maintenance issues. The past few years have been acceptable but today I had to contact Geek Squad remotely to finish the job of fine-tuning my PC (running slow) and downloading ****** Mail to Outlook. The level of experience after two remote connections with Tech *****s was so poor in their understanding of computer expertise, I was frankly, shocked. The first ***** asked me to 'reboot' my computer after a remote connection (that's what HE should have done) and so I lost the connection. There was no call back. Then I had to make a second try to get service. A friendly new female agent took over but again, had no idea why she couldn't make the connection. So she wanted me to close all programs. I was worried again I would lose her. There is a window in the application to establish a remote connection. I said to her that I had pressed "no", should I have selected "yes"? This might be why we are not getting the connection. She apparently didn't know. I think she finally said I should have selected the "yes" box. Couldn't these tech agents be a little more helpful? The service is positively terrible, like beyond anything I've witnessed before. No one seems to know anything. I think my Webroot was also taken out at the store level with Best Buy's Geek Squad during store repairs. The PC technician took out my Malwarebytes, my Webroot and also my ************************** literally UNINSTALLED all of my paid programs! I mentioned this to the Sales Consultant and thankfully, he went and borrowed keys to get everything re-installed. But I think he missed Webroot. Now, my PC is running slow and my Outlook was also taken out. I had ****** Mail downloaded to Outlook. I'm finding very inexperienced technical people. So I think I'm going to take my PC back to a new Best Buy store in my area. I'm so disappointed, you have no idea. I'm not getting the support I paid for.

  

  Business response

  01/29/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.
  
  We have contacted the customer with their supplied contact information and are working towards a resolution for their concerns. The customer also has our direct contact information for further questions regarding their complaint.
  
  Best regards,
  
  Best Buy

  Customer response

  01/30/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased online 2 SanDisk 64GB MicroSD cards BBY01-807012239462 on January 5, 2025 to be used in 2 of my security cameras. Received in the mail and the first one worked fine right away, the second one was not recognized, neither could be formatted in the camera, a PC or a Mac. Conclusion: it's defective. Immediately contacted support and started a return, expecting a replacement to mailed out right away. BestBuy received the return January 14, on January ************************************************ the mail, with a note that it is not a returnable item. I contacted support, and they confirmed it can't be returned, and their option in the system was greyed out because it's past the return date (it only took BestBuy 22 days, maybe that's why). Customer support agent was understanding and agreed with me, but he couldn't do anything. The suggestion was to visit a BB store, which for me wasn't an option because the closest one is an hour and $20 in gas away. I've never heard of a defective item BestBuy sold to be not returnable, neither did I notice this mentioned on the product page. It's hard to understand ******* is willing to alienate longtime customers over a $12.99 item they sold, a defective item. I still would like to receive a working replacement. Why would I ever purchase anything from ******* again after this experience?

  

  Business response

  02/03/2025

  Dear BBB,
  
  Thank you for bringing this customers concerns to our attention. We understand the situation at hand may have caused some frustration or inconvenience.
  
  We have contacted the customer directly, and we offered an amicable resolution which has been accepted. If assistance is still needed, they are welcome to follow up with us directly using the contact information provided to them. Best Buy considers this matter closed.
  
  Best regards,
  
  Best Buy

  Customer response

  02/04/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  After communicating by phone, Best Buy offered a refund of the defective SD card after returning it by mail, I received a return label yesterday 02/03/2025. 

  Hopefully Best Buy will work on their customer service.

  Thanks,

  MS

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩