Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I bought a laptop for a friend using my Best Buy credit card, without adding any warranty, protection, or additional services. However, after paying off the full balance in December 2024, I noticed a $99.99 transaction in ********** first, I assumed it was an annual credit card fee, so I contacted the bank. To my surprise, I learned that the charge was for a license I had never agreed tosomething they had decided to add to my credit card without my knowledge. So yes, I had been unknowingly paying for a service since 2021.They refunded the $99.99 charged this year but refused to reimburse me for the previous years.I find it completely unacceptable that they made the decision to charge me for a service I never agreed to in the first place.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 75" *********** for $439.99 (through ****** using best buy as the 3rd party) and it was delivered on 29 March 2025. When it was delivered, the screen was cracked. The outer box and the wrapping (Styrofoam/cardboard) around the TV appeared to have no damage. My assumption is that the TV was cracked already and yet stored for shipment or order. I was so waiting on this product. After contacting best buy, I have to wait in limbo for them to pick up the item and see if I could get a replacement or refund, which can take two weeks or longer. This is so unacceptable...as I was even asked if I could return the TV myself?! This is a large item that takes at least two people to handle, and I don't have the transportation means. The main reason why I set up delivery. Best buy can do better!!!

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Best Buy has lied to me several times about my refund for my order they never issued it and I have called 50 times I want my refund processed for this order Online Order Number BBY01-807008622781

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a laptop online with Best Buy on October 21, 2024. We received a box with our information on the outside but when we opened the box there was another persons order in it (image of wrong item with different name and order number attached). We reached out to Best Buy to resolve this issue and they told us that we needed to return the wrong item first before they would process the replacement for us. They sent us a *** label and the item was returned (Tracking# 1Z75014R9022423218) and the item showed that it was received on October 28th. We followed up with Best Buy and was told that we would need to wait 7-10 business days for them to process. We received an email stating that the replacement was being denied and that we needed to work with local law enforcement. There was no theft that had occurred and it was a shipping error from Best Buy. We have reached out multiple times and each time they have told us to follow the same instructions. Here are the 3 different claim #'s that were given to us: *********, ********* and *********. We did exactly what was asked of us in good faith that they would resolve this issue. We asked that this issue be escalated and were told multiple times that no one was available to speak with us at that time. When we told the customer care representative that we were willing to sit on the phone all night until someone was available they finally sent us to a "manager" who in turn told us the exact same thing that the others told us and that we needed to wait ANOTHER ***** hours for a response. At this point we are no longer requesting a replacement but would rather just get the transaction refunded so we can take our business elsewhere.

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TOPIC: ACCT ENDING IN 4641 SUBJECT:LATE FEE: CREDIT I HAD MY PAYMENT OF $100 RETURNED BECAUSE I HAD UNAUTHORIZED CHARGES ON MY CHECKING ACCONT SO THEY HAD TO CLOSE DOWN MY OLD ONE AND OPEN A NEW CHECKING. MY NEW CHECKING INFO WAS INCORRECT. I MADE MY PAYMENT TODAY. I ALSO CONNECTING MY NEW CHECKING BY LOGGING INTO MY BANK SO IT WILL NOT BE RETURNED AGAIN. YOU CAN SEE I HAVE BEEN A VERY GOOD CUSTOMER AND ALWAYS PAY MORE THEN THE MINIMUM DUE. I HAVE NEVER MISSED A PAYMENT. THIS WAS NOT MY FAULT I HAD TO CLOSE MY OLD CHECKING DUE TO FRAUD.TYPE: LATE FEE PLEASE WAIVE.I SENT IN THIS MESSAGE ON BEST BUY PORTAL AND THERE WAS A RESPONSE BUT I HAVE NO CLUE WHAT THEY ARE SAYING. I HAVE EMAIL SAYS THE LATE FEE WAS WAIVED BUT I WANT TO MAKE SURE MY PROMOTIONAL ZERO BALANCE IS STILL GOOD ON MY ACCOUNT. I JUST WANT AN ANSWER IN ENGLISH THAT I CAN UNDERSTAND.

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the Best Buy inb ******** on **** yesterdy and I went to drop about 1k on itmens and I did not get help from one person to purchas the items. I was told someone was coming to help no one showe up. I waited for 20 mins. I was very upset and the customer service was nonexistant. Then I called to file a complaint and was left on hol with no one ever coming back.. I am appalled by this service.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had 5 refrigerators in the last 5 years that have been replaced under the manufacture warranty due to them saying they could not fix the problem that they had to be replaced one after the other. In the end of 2023 I was still waiting for the (right) one promised by Best Buy. But Due to the fact that the one I wanted could take up to 5 years to get because of it being on back order, I choose to stay with my ** stainless ****** instead of waiting up to 5 years. Well every time they sent me a new refrigerator, the warranty had to be transferred. I went thru h*** for 5 years with exchanging refrigerators having to lose groceries every time. When in 2023 I came in and the manager told me to pick any refrigerator I wanted and it would be honored because of all the c*** I ve been thru. The manager I dealt with is now working at the ******** branch no longer working on ray. Needless to say I have an error code on my current refrigerator that demands repair. I called for the last 3 weeks to get someone out to my home but because of all the transfers of refrigerators and warrantys, they dont know which refrigerator had what warranty. Told me to go into store. I did asst *** said he took care of everything to make another call to geek who is now saying g I dont have insurance when it was transferd. I have proof of payment and exchange of refrigerator but now store *** is saying wait for call from corporate. My food will be going bad when this refrigerator stops working. I not only got the exchange but damage was done to my home getting the new one in which Ive been compensated. For them to tell me I dont have the right refrigerator is ridiculous. I have no where to turn with all these managers telling me something g different. Bottom line is now, they r saying I have no warranty when I have proof of transfer. Please help me I paid 3000 for this refrigerator. Thank you.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************ *************** Manager After purchasing a car stereo and back up camera online I began having issues with it dropping Android auto. I have been caring for elderly parent's so haven't had much time to drive the truck.. Now that i started driving it i realized it drops Android auto more frequently so I scheduled an appointment to look at it. They claim to have updated my phone and made sure software was correct and I left again. It began doing it again immediately so I tried several times to contact *** in the Clovis store, Several calls and e mails later he calls to set up another apt. explaining it seems to be an issue with that model, Once i took it in *** told me because I didn't purchase the best Buy Warranty I would have to reach out and deal with Pioneer my self and because I was at the end of my warranty period. Also because I didn't but it in store it was an issue..... SOMEONE PLEASE EXPLAIN TO THESE MORONS THAT IT ALL NEEDS TO BE TREATED THE SAME WHETHER I BUY IT IN STORE OR ONLINE! WHETHER IT IS 1 DAY AFTER THE WARRANTY OR 1 DAY BEFORE THE WARRANTY IT NEED TO BE ADDRESSED! AND WE DO NOT NEED TO BE STRONG ARMED TO BUY A BEST BUY WARRENTY FOR THEM TO DO SOMETHING ABOUT A ISSUE WITH THE PRODUCT THEY SELL!!!!!************* THE STORE MANAGER TOLD ME HE WAS STOPING ME FROM EVER GETTING ANYTHING DONE ABOUT IT! WOW WHAT A LOOSER!!!!

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an **** Predator gaming laptop from Best Buy in ***** ***** in December of 2023. SNID number ***********. In May of 2024, it developed a problem with the external microphone not working. It was sent in to best buy Geek Squad and after about 2 weeks it was returned not fixed. It was sent back for trip number 2 and again after about 2 weeks it was returned still not fixed. It was sent back again for trip number 3. This time it was returned working properly. However, after getting it home, the laptop decided to do an update. The update failed and somehow corrupted the ****** The laptop was returned to Best Buy Geek Squad the same day that I got it home from trip number 3. They sent it back to repair center for trip number 4 where they decided to replace the mother board and hard drive. So far all this has been under manufacturer warranty. Received the laptop again after about 2 weeks only to find out the geek squad repair center had not loaded any of the drivers for the laptop. After the local (*************) store tech loaded all the drivers I took the laptop home. Only again to find out that the windows operating system was not activated and some of the features would not work. After talking with the Manufacturer, they informed me the unit would have to be sent back to either the manufacturer or Best Buy Geek Squad for a 5th trip to correct the problem. At what point do a I get a new computer that actually works?

• Initial Complaint

  Date:06/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on June 15th 2024 I call in to Best Buy to replace a toy ********* switch) for my son. After purchasing a $180 protection plan that I was talked into buying the year prior because it covers everything and I dont have to pay anything else but the $180 for 2 yrs making the total purchase about $550. **** today I was told that ************************************************************************************ to their program. But you must pay the $180 again. And a fee so I am essentially repurchasing the entire set again. Nope. I am extremely close to calling my bank and filing a fraud claim why DO THIS TO YOUR CUSTOMERS FULL OF LIES!!!! I want my money back!! Or I want my sons toy ********* replaced) Such a disgrace and disappointment. I shouldve known it was Best Buy.