Complain about a product or service

Best Buy Returns

Patty of Paso Robles CA (06/29/08)
I purchased an Alpine auto deck as a gift for my son who lives in No. California. The unit did not work and I picked it up and returned it to the San Luis Obispo store where I had purchased it. It was returned to me one month later and I delivered it back to my son. It was not repaired at all and was found to have a manufactured defect. I have been working with Georgalina and Bruce Williamson. They agreed to replace the unit at a store near my son's home.

My son went to the store near his home (#129 Roseville) and gave them all the information. They refused to replace the unit and were rude on top of that. (Marco Bisio Jr-the manager was terrible!) We have been hassling with this since March 27th 2008.

The player is only $140 but since it does not work the entire $700 system is useless. I have had no luck in getting my money back or getting the unit replaced.

Sarah of Philadelphia, PA (06/26/08)
A week after I bought an Xbox game at Best Buy, I went back to the same store to return it because the disc was visibly defective, and didn't play in the game system. They would not allow me to return it saying that they could not take CD, DVD, or video game returns because people could burn them and return them.

Normally, this is a policy that makes some sense but since they had sold me a defective game, they should have taken responsibility. It was a waste of my time and money to go out to the store twice, and I was treated rudely.

For a $40 video game, they have just lost an enormous amount of business, from me, my family, my friends, and my college campus.

William of Elizabeth NJ (06/24/08)
purchased a gps system on sunday took it back to return on monday if anything the package was put backwards, other than that everything was intact.

they charged me 60$ for restocking fee totally uncalled for, they going to sell it any ways. i don't recommend this store to buy your electronics.

Evan of Morro Bay CA (05/30/08)
On Tuesday, May 27th I had purchased a Zune 80GB media player from Best Buy. My overall experience with the Best Buy personnel had been excellent at this point, and I was happy with my purchase. This was soon to change. Upon returning home with my new player, I had opened the box it came in, leaving on the original plastic slip it came in. At the time I was disappointed, but sure that Best Buy would allow me to return a damaged product, especially in its original and mint (except for the damage that was apparent) form. The extensive damage to the LCD screen (not the glass/plastic screen cover) crippled the device to the extent where it was entirely unusable. It was obvious that a great amount of pressure was put on the face of the device, enough to cause the LCD screen underneath the protective glass layer to crack and leak fluid.

At that point I had no intention of paying for the repair of a device which was obviously marked for sale in an unusable form, that is, broken. Because I had purchased the item at 8:51 PM, and had returned home after the store closed at 9:00 PM, I was to return the item the next day, within 24 hours of purchase so as to secure my replacement product without question. Upon returning to Best Buy at around 6:30 PM on May 28th, less than 24 hours after I had purchased the broken item, I went immediately to the customer service desk and spoke to a Best Buy associate. He quickly examined the device, and consulted with a co-worker, one who did not have the standard blue uniform and who was apparently a Geek Squad associate, who then examined the device more thoroughly. Upon examination he stated there is no physical damage to the device other than the LCD screen. It is important to note again that the Zune was still in its tamper-evident plastic sleeve, and complete with proper sales receit and packaging, all materials associated with the initial purchase were intact and present, meaning I could not have damaged it in normal use because it was not set up for me to do so. I DID NOT damage it during my trip home.

After the Geek Squad associate had examined the item, he told the Best Buy associate who had originally helped me you're gonna need M.O.D. approval, which I'm guessing is short for manager of some kind. The Best Buy associate then proceeded to consult the manager, who was in his office at the time. The associate returned with the information my manager said NO, would you like for him to come out here? I replied in disbelief with a nod. The manager (who I have recently learned was the head manager of the store) then came out and told me you had a question? I replied that I was told that I cannot return this, referring to the broken item, which he had no intention of inspecting himself.

He then replied that he is unable to return the item to the manufacturer, and that this was the reason that I cannot return the item. I said to him that the item must have been damaged in shipping or otherwise and that there had to be some accountability for a damaged product that Best Buy sold to me. His reply, of particular dismay to myself, was that the item is shipped in a highly protective packaging, implying that I was lying and that I had damaged the product somehow within 24 hours of purchase, with it still in its original plastic sleeve and unopened box. I told him that it was an impossibility for me to have broken the product, and he simply shrugged his shoulders. The insult of him implying that I was lying and the indifference he had shown me is unacceptable and disheartening.

I will now refuse to do business with Best Buy, and am doing all that I can to get this issue resolved, either by contacting Best Buy's corporate personnel, or by filing a suit in small claims court, which will undoubtedly further spend my time and effort, all because Best Buy would not allow me to return a product that they had stocked, albeit unknowingly, broken.

I have now wasted 290 dollars by purchasing the broken Zune and the accessory that I had purchased with it, including sales tax.

Chris of New York NY (05/09/08)
On 4/24/08, I purchased a video editing program for $200. Upon opening the package, I discovered that the disc and serial number were missing. When I came back to the store, the customer service reps told me that they would not exchange the product, and that I needed to call the manufacturer. Worse, the rep attempted to explain to me that if the box was wrapped in plastic when I made my purchase, then the disc would have been there when I opened it. The implication was that I removed the disc myself and was lying. This, above all else, was the worst insult.

Everyone I dealt with at the store was completely indifferent to my experience. I can assure you that I did not remove the disc. At this point, I would have saved more money by purchasing a second copy vs. the lost income from time spent dealing with this situation. Considering that the only missing pieces were the disc and the serial number, it seems highly unlikely that the problem relates to an automated packaging process at the manufacturer. This implies that, at some point, someone removed the items and repackaged the box. Unfortunately, since the policy is to simply turn away customers, it is impossible for them to analyze if this is a company wide phenomenon. Even if it is an isolated problem, it should be looked into.

Luckily for me, the software manufacturer also has local stores. I visited them and they immediately, and happily, exchanged the program. This should have been done by Best Buy. Instead, insults and indifference ensued. After contacting the local store, a manager offered me a gift certificate for my troubles. I declined, as my pursuit of this has only to do with principal of the matter, not money.

I also sent a letter to the corporate customer service address. They wrote back and said, When Best Buy sells a new, factory-sealed product, this is precisely how the manufacturer represented that product to use. Best Buy employees do not have a way of repackaging products that come sealed by the manufacturer. If a customer finds the incorrect make and/or model product inside a factory-sealed package (or if all or part of a factory-sealed product is missing), Best Buy feels that the manufacturer is in a better position to address such incidents. I was glad to read that (the manufacturer) replaced their software that was improperly packaged.

I ask for you to take a moment and reflect on how their companys policy would seem from a customers point of view: Best Buy will sell you an empty box for $200, and not care.? I also ask you to consider the possibility that the product was not factory sealed when it was sold to me. Again, the only things missing were the disc and serial number. This does not point to a manufacturing malfunction. If, as they asserted, the product was not opened and resealed by someone associated with Best Buy, I ask you consider that another customer could have bought the product, removed the contents, resealed the box, and retuned it. It took me under a minute to find the tools and instructions on how to repackage software on the internet. When a factory seal consists of only shrink-wrap, there is very little seal at all. I think it would be prudent for them to reexamine their definition of Factory Sealed. I can understand if a television remote, an instruction manual, or some other miscellaneous accessory were missing, Best Buy would see it fit to redirect the customer to the manufacturer.

However, when the entire product is missing, Best Buy should step in and sort things out on behalf of the customer. I feel they do share responsibility as the reseller. Luckily for me, the manufacturer was one that frequently ranks high in customer service. Had it originated from any other company, the exchange would have been vastly more complicated and time consuming.

Best Buy has already lost a substantial purchase from me. A simple, Were sorry to hear about your experience with our company.? would have gone a lot further than a copy of the company policy. I hope that someone at Best Buy will look closer at my experience this time, and will try to find ways, if only for their own sake sake, to prevent similar experiences from happening in the future.

Letitia of Jamaica NY (05/07/08)
I purchased a Kodak Easyshare digital camera on 4/27/08. On 5/2/08 I opened the the box which the camera came in and noticed that the tape was already broken. I proceeded to take out the camera from the box and noticed that it had several scratches on it, and the cord for charging the battery was missing.

I immediately went to Best Buy on 5/2/08 advise them of my findings and exchange the camera. To my disappointment the above named individuals that I have named, one being a manager, informed me that the camera had physical damage,a nd he would not be able to exchange it or give me a refund. It was implied that I created the damage. To further complicate matters, the serial number on the carton did not match the serial number on the camera.

They again implied that I bought another camera and switched the damage one with it, and returned the damaged one. Both individuals informed me that they will send the camers out for service because I had purchased a 2 year protection plan, but they could not guarantee it would be fixed since the serial numbers were different.

I got no satisfaction from both individuals, and do not know the status of the repairs. They said if the manufacturer would not repair it, then it would be returned to me, and i would be stuck with it as is. I can not get an exchange, refund or store credit. I have never experienced anything so ludicrous in my life. I have bought appliances, furniture, housewares, some very expensive, and have never had a problem in getting an issue resolved resolved, if there was ever a problem. I have questioned family and friends, and they too confirm that they have never heard of a policy such as the one that Best Buy has

I am uncertain as to the outcome of my camera that was returned to the manufacturer. if it will not be repaired because of the discrepancy with the serial numbers, then I am stuck with a damaged $180.00 camera, which will incur additional expenses to me for the missing power cord.

Lonny of Riverside CA (04/30/08)
Sunday April 27,2008 at 18:36 I purchased a Western Digital Harddrive from a locked cage at Best Buy. At home I opened the shrink wrapped package and removed the harddrive from a plastic package inside. I did not examine to see if this inside package was intact. I attempted to place the hard drive in my computer but noted it would not fit. Further inspection revealed this was a samsung product and not a western digital product. There were stickers with writing on them suggesting this was not a new product.

I returned the product in all its packaging with the original receipt to the nearest best buy in Riverside, CA. I was told I needed to return it to the store of purchase. I was told this by Janelle who introduced herself as the store manager. I asked her to put it in writing why she was not able to exchange the product. She did sign my receipt. I called the 800 # for customer service en route and described the situation. They suggested returning it to the store where it was purchased. I returned to the mira loma store where I talked to Brandon who identified himself as acting store manager. He told me it was company policy to not refund the product and it was my problem and not the stores. He said the store would contact Western Digital on my behalf and if he got a product returned he would be able to do more but until then. I suggested to him Best Buy has sold me a product other than what it was advertised as and suspected this was illegal. He assured me it was not. I left my number to be contacted when he hears back from western digital.

239.99 for product + 7.75% sales tax ~ 20 miles of driving- ( gas and mileage) ~ 2 hours of personal time ( I bill $1000/12 hour day- 83.33/hr) ~ 1 hour of cell phone time

Juan of The Woodlands TX (04/25/08)
I purchased a Frigidaire chest freezer from best Buy on 1/10/2008. I was sold the freezer with a $70 discount because it had a scratch and was classified by Best Buy as an open box item. The Freezer failed to keep food frozen and I had a Best Buy technician on 4/22/2008 check the freezer. The Best Buy technician found the freezer could not be repaired and reported to Frigidaire it had to be replaced. Frigidaire approved the replacement under the Frigidaire warranty which, according to Frigidaire, there is no cost to me - the consumer. When I went to Best Buy to have the freezer exchanged Best Buy would not replace the Freezer unless I paid the $70 discount I had been given when I originally purchased the product. Best Buy claimed that I had to pay this amount because I was receiving a new freezer.

Best Buy would not refund my purchase because it was past the 30 day return policy. I discussed this issue with both the appliance and service managers but they would not replace my unit unless I paid the $70. I believe this is a fraudulent way for Best Buy of extract additional money from the consumer. Unfortunately most, if not all, consumers don't realize that appliance manufacturers provide a 1 year parts and labor warranty for their products regardless of the purchase price. If the product fails the manufacturer will repair or replace the product at no cost to the consumer subject to the warranty. Additionally I believe there is no cost to the reseller, in this case Best Buy, because Frigidaire will pay for the processing of the faulty freezer. All Best Buy has to do is receive the bad unit and provide me (the consumer) with the Frigidaire approved replacement.

In my case, as it is in all cases with Frigidaire, Frigidaire sent a letter to Best Buy stating they (Frigidaire) authorized my freezer to be replaced at no cost. I did not ask Best Buy for a different model and I did not ask Best Buy for the unit to be delivered therefore as per the warranty there should be no charge. However Best Buy would not honor the Frigidaire warranty unless I paid them the $70 dollars. This is unfortunate for me in that I had to spend the time with Frigidaire to find another location to exchange my freezer without being charged and I will not find out where that location will be until Tuesday or Wednesday of next week. Worse of all this is unfortunate because, in my opinion, it means that Best Buy is charging many consumers for what is rightfully theirs, as per the manufacturer warranty, when the consumer should not be charged.

The food in my freezer may spoil by the time I find another location to replace the freezer. I will have to drive farther since the Best Buy is only 2-3 miles from my house. However, my complaint is more for the general public than for me. I don't plan to shop at Best Buy again.

Eric of Littleton CO (03/16/08)
I purchased an ATI video card from Best Buy, still in shrink wrap. But what was inside the box was a used video card and it wasn't even a PCI Express card it was AGP. I took it back to Best Buy and just wanted the card I had paid for and the manager said, "We can't do anything for you, you will have to talk to ATI," and then went on to say this is an impossibility. I was furious by this time and basically told him he was calling me a liar.

I wanted him to call ATI because I purchased it from Best Buy and they should be the ones to handle this. He wouldn't do it. So in his presence I called their tech support and talked with a technician to see how we resolve this. The technician from ATI told me what happens sometimes is people bring back a product after they have re-shrink wrapped it. I thought yeah thats probably exactly what happened and I asked the Best Buy manager now how is that an impossibility? He couldn't give me an answer. Then the technician told me we could replace it for you if you send it back to us, i thought that's great of ATI to do this but I did need the card for a job I was on. The end of story is I had to buy another card to use that day and hope that ATI will approve the replacement of this video card. I own my own business and can tell you I will never shop at Best Buy again, all this over a $60 video card.

Hector of Minneola FL (03/14/08)
I bought an Infocus In72 on Nov 2006 during Black Friday ($499) along with a PSP for 4 yrs ($199) and other accessories. On April 2007 I took the projector in for repair, and it came back fine; I was satisfied. But on March 2008, I took the projector back for the same problem; and it was not repairable due to part not available. I went in to Best Buy in Ocoee, Florida, to get a replacement projector, and this is when all the troubles started. I was told that I will pick out another projecter because the model I have is no longer available. I was to find a sales associate to help me find a model that has the same specifications as my previous model. The closest model that we found was an Infocus IN24 which retails for $605. When I got to customer service, I was told that I needed to pay the difference of $100 since it was more than what I purchased for my original. I questioned that policy and asked why do I have to pay extra for a product that is equal and I had a projector that did not last more than 1 1/2 years?

On top of that I would have to purchase a new ceiling mount ($100) for the newer model. I asked to speak to a manager, Danilo, and what I got from him was this is our policy or we can give you your money back. He mentioned that as technology advances, so do the price of the projectors. So I purchased a product on sale, and now when it comes to take care of a consumer after purchasing a 4-yr service plan, they did not want to take care of me. It felt like he was defending $100 when he is actually losing more than that in myself and others that I will tell about my experience. I asked to have a phone number to escalate this matter, and he gives me 1-888-Best Buy. So I went ahead called the number and spoke to Josh. Josh was pretty much telling me the same thing, so I ask to speak to his supervisor Daniel. When Daniel got on the line it felt like I was the bad guy, and he is not going to do anything for me; and he was the last in line on the chain of command that I could speak too. He ended my call by repeating a rererence number (Ref # 46840394) and wouldn't go further to assist me. I gave up and went back into the store to get my money back. Now I'm being told that I can only get store credit.

I Don't Want To Spend More Money At Best Buy! I gave in and took the store credit of $532 that I'd rather use elsewhere. Taking care of the customer is the last thing Best Buy wants to do--but yet defend $100. After I got home I gave it some thought and remembered that my PSP was for 4 years, and I only was on the plan for 1 1/2 years. What should I do about that?

Bad customer service: I still don't have a projector, and my store credit is not enough for another projector. I have store credit for nothing that I need or want to buy at Best Buy. This took time out of my day and travel expense. I was insulted, embarrassed and upset the rest of the day.

Gregory of Plymouth MA (03/10/08)
I purchased a defective Radar Detector from Best Buy in the state of Massachusetts. Because of the powerful consumer protection laws in Massachusetts and our implied warranty of merchantability, all merchants are obligated to provide a refund for defective merchandise, REGARDLESS of the store's official return policy. I printed out all the relevant state laws and took them to the store General Manager, who subsequently laughed at me and said Talk to my Attorney. The return policy of Best Buy includes a statement that they reserve the right to deny any return. This is in flagrant violation of Massachusetts law. I filed a complaint with Best Buy corporate but was told they were standing by their return policy and wouldn't issue a refund.

I then sent a 30 Day Demand Letter as required under the MGL 93A Consumer Protection laws to the CEO of Best Buy, Richard Schulze. They failed to respond with a good faith offer of settlement within the 30 period and I subsequently filed a claim in Plymouth County District court for trebled damages and all attorney fees. The trial date hasn't been set yet. I'm also actively locating other people in Massachusetts who have been injured as a result of BestBuy's practices and am filing a complaint with the Massachusetts Attorney General.

Damages of $1100.

Diane of Redondo Beach CA (03/01/08)
At 12:04 PM on 3/1/08, I purchased a 20 Samsung Tube TV from Best Buy. After getting the TV home, I took it out of the box and noticed the TV screen had a circular discoloration in the center. Just then, my cell phone rang; and as I was talking to my daughter, telling her about the TV I'd just purchased that had this spot on the screen, I noticed that the from the edge of the tv screen to the bottom left edge of the tv frame it was completely cracked. I immediately returned the TV to Best Buy where I was told by customer service and the store manager, Andres Alvarez, that I was out the money I had spent on the TV ($249.99 + $8 CA recycle fee + $20.62 tax = $278.61).

Best Buy said they were not responsible because there was no sticker on the box saying it had been opened previously, and there was no indication it had been dropped while it was in the box. They were not very sympathetic and basically insinuated that it must have been something I'd done, or it was just a defective TV and was not their problem. The manager offered to sell me the same TV at employee cost (only an additional $220 for me to pay). Of course, I declined his offer! His only other suggestion was for me to contact Samsung directly to see if they would do anything for me.

I am out $279, and all I have is a damaged, nonfunctioning TV. I spent over an hour at Best Buy trying to get the matter resolved. It was very frustrating for me and emotionally draining. I feel like I've been robbed.

James of South Plainfield NJ (02/29/08)
My wife purchased a sirius stiletto 2 with accessories, adding up to about $500. At the time she thought it would be good for me since I commute to work on a train for an hour. Unfortunately, it is something I will not use, and after reading the manual it will not work on the train anyway. Since it was purchased on line, I called them directly to ask about returning it, but it was past their 30 day policy. I said I would take a store credit...especially since I am in the market to buy a LCD HD TV, but they will not even give a store credit!

I am stuck with a product I will never activate or use. I will never buy anything from Best Buy again and will recommend the same to everyone I know...which I have done several times. I also count this as a strike against Sirius satellite radio.

Carol of Mt. Gilead, OH (02/23/08)
We purchased an iTunes gift card for our son for Christmas, who goes to college in WV. We purchased it at our closest Best Buy store.

He has used many iTunes cards successfully, and certainly knows how to access them online. He did not want to download the tunes on our computer in Ohio, so after returning to college he attempted to use his card.  The card issued the statement that it had not been activated. 

He was in West Virginia, and the receipt (which we had) was in Ohio. The next time he came home we returned the card, so the store could properly activate it, but the store manager said the receipt was dated beyond their return policy date and nothing could be done.

We paid the store $25 for services that we DID NOT RECEIVE and they would DO NOTHING to correct the problem. 

John of Apple Valley CA (02/19/08)
I purchased 2 Samsung Super Light Scribe DVD Writers, and when I got home I noticed they had been opened. (There was no plastic wrap, just a weak sticker.) I found the drives were replaced with what appeared to be bags of rocks taped very tightly. I called Best Buy in Victorville, CA, and they told me to come down, and they would replace them. When I got there all Samsung drives were removed from the shelves, and I was told NO refund will happen or an exchange. In addition, I purchased a blender that appeared to have been re-taped, and at the checkout stand I requested that they open it up for inspection, but was told I needed to pay for it first. It works so far; however, there are scratches that are minor. They are placing previously purchased products back on the shelves and stating they are new and do not possess tape to seal boxes. They then threatened to call the police in which I encouraged them to do, but the manager ran out of store and told me to go [expletive] myself!

I am epileptic and tried to resolved the issue with their Consumer Relations department only to be played off like an idiot. I then went into 3 back to back seizures from the stress. I had to pay $ 30.00 to place a stop payment on my check, and finally have $20.00 in gasoline down the drain.

Emma of Northport AL (02/11/08)
My husband and I went to Best Buy to purchase a camcorder before the birth of our first child in a few weeks. We purchased a hard drive camcorder that we knew had been restocked. We were hesitant to do, so but we were told that it was the only one they had. The sales associate went through the box and told us everything was present and in working order. When we got home the only instructions were in Spanish, there were no computer cables, and no remote control. My husband called the store and they said there was nothing they could do. On the back of the receipt is states that returns must have all accessories, so how was someone allowed to exchange the camcorder if several items were missing? There is also a sticker on the box where the store can mark if items are missing from the box, but the box is not checked. So we now have to make the 2 hour round trip to return the camcorder (minus the 15% restocking fee despite the fact that the box was open when we purchased it). This was our first trip to Best Buy and we will never shop there again.

Peter of Burnt Hills NY (02/10/08)
I bought a surround sound system as a family Christmas gift. I set it up about two months later and found that not all of the speakers worked. Returned to Best Buy. First question was whether I'd purchased the extended warranty plan. I responded that I had not and was told there was nothing they could do, and that I would have to contact the manager. I did and got nowhere. I had never experienced anything like their demeanor before or since. I phoned the company and was told to return it to the store.

When I returned, another employee managed to be easier to talk to. He said he'd encountered the same problem and sold me the really high end gold connectors, which did absolutely nothing. I returned yet again but they would not take back the costly connectors, since the package had been opened. I had been a loyal customer and had tried all of the fixes Best Buy proposed but ended up with a surround sound system that hasn't worked properly since day one. I've learned that this store is seldom the best buy and will never purchase another product from them.

The unit cost several hundred dollars and it has never worked as it should.

Bryant of Reynoldsburg OH (02/08/08)
I purchased a PCTV HD Stick at store #292 on Taylor Road in Columbus on 1/28/08. After opening it on 3/1/08 I found that it did not work correctly. I tried to return it on 3/3/08. I was told that I could not return it because it had already been returned. Of course that was impossible because I had the item with me along with the bag, all packaging and the original receipt. I was told that it had been returned to store #295 on Morse Road in Columbus, and that there was nothing they could do. After explaining that was impossible, I was basically called a liar and a criminal. I went to store #295 today and experienced the same thing.

Instead of checking what I told them, they preferred to call me a thief and a liar. I am a computer engineer / consultant and I know people and computers makes mistakes. They could have checked their inventory or even the video tapes from security to see I was not lying but they chose to insist I was lying. So I am contacting an attorney to see what my options are, I do not like being called a liar and thief by any person or machine. I wasted more than 3 hours of my time which I bill at $120.00+ an hour, plus gas and embarrassment. I will at a minimum be filing a small claims suit against the managers of store #292 & 295 by the end of the week.

Store # 295 manager is Chris Palmer, and store number 292 manager only gave me her initials, but I will find out who she is. I have my proof, and I cannot wait to see Best Buy in court. This could have been a simple transaction, but their managers chose to assume everyone is a thief or a liar. We will let the courts decide who is what. Thanks for your time, and I will see Chris Palmer and the other manager soon. This is what happened, and what I sent this information, also, to their customer service. I have not heard from them.

Cindy of Fort Collins CO (01/26/08)
I purchased a Hoover steam carpet cleaner for $170.71 from Best Buy in Fort Collins, CO. It worked properly the first time, but the second and third times failed to suction up water. When I took it back to Best Buy, they refused an exchange because more than 30 days had passed. A steam cleaner is hardly like a TV or computer that is used every day. It would have been impossible to know within 30 days that the steam cleaner was not functional. However, several levels of managers culminating in store manager Brandon Pagani, refused to consider an exchange. My only option, according to Best Buy, was to have Best Buy send the steam cleaner out for repair. Since the machine was still under warranty, the repair would be free, and I have a slip from Best Buy showing an estimate of $0.00 for repair.

However, the repair people (I do not know if they were Best Buy or Hoover people) could not duplicate the problem I had experienced twice, so they shipped the steam cleaner back to Best Buy, not repaired. Best Buy informed me that I would have to pay $34.95 to retrieve my steam cleaner since there was no repair. Best Buy's policy says it can resell the steam cleaner if I do not pay the retrieval fee within 30 days. I have lost $170.71, plus $34.95, for a steam cleaner that only worked once.

Darlene of Citrus Heights CA (01/16/08)
I have two complaints about Best Buy's policies. In December 2007 I went to Best Buy and bought a few items that totaled $500.00. I paid in cash. On that same day I brought the items back because I found a better deal somewhere else and was told that they couldn't refund me back my cash. They said that they have a Policy that they can't refund you cash if it is over $200.00. They said they would issue me a check in two weeks. I couldn't believe it. I paid cash and brought the items back the same day and had to wait for a check. I don't have that much money, and I needed my cash back. So, in two weeks I received my cash back in a check and had to take it to the bank and then wait for it to clear as well. They wouldn't budge and said this is our POLICY. They don't tell you their policy when you are at the cash register, they are eager to take your money but not give it back.

Now tonight my husband went to return a Christmas present that we had gotten from his brother; it was a GPS. When he told me it was from Best Buy I cringed. My husband got to the store, and they said that the item had been opened and they had to charge us a 15% restocking fee. I called my husband's brother who had bought us the GPS and asked him if he had opened it, and he said he had not. I didn't open it either, which means that they sold it that way. Regardless, how dare they want to charge us $50.00 to restock it? We spoke to a manager at the store who was very rude, and he wouldn't budge. Said it was their POLICY. I called 1-888-Bestbuy, and they also wouldn't budge and almost insinuated that I was lying because of course they couldn't have sold the item in a box that had been opened or had a sticker that was removed. So, I didn't get my money back once again. I just want people to be aware.

Charles of Niceville FL (01/16/08)
I returned a digital camera and was given an in-store credit card. Not finding anything else I wanted, they kept my cash and told me I had to buy something in their store. They will not pay me interest on my cash. I do not approve of their return policies.

I'm out about $115. Their computer now cannot read the dollar amount on the in-store credit card.

Obi of Elmhurst NY (01/14/08)
About a week ago I ordered a camcorder from Best Buy which I received in about 3 or 4 days. It was not the one I ordered. I contacted customer service and asked about the one I ordered which recorded on mini dvds. I was advised that the fastest way to exchange the one I had for the one I wanted was to simply re-order the one I wanted and return the one I received to my local store.

When I did this I was charged a 15% re-stocking fee which I was never warned about by their representative when she advised me on how to go about exchanging the item. This cost me $31.45.

Mona of Charlotte, NC (12/31/07)
My son purchased a Motorola Gaming Headset on Dec 22 that was defective. Best Buy refused to allow him to return the item. They said that their computer said that item wasn't sold in December in that store.

My son paid cash for the item and has lost the receipt. The store clerks were extremely rude and basically called him a liar because it wouldn't come up in their computer. I was with my son on the day he purchased the item so I know when he bought it.

This is very disappointing to a child that a store does not stand behind their merchandise.

Maureen of Smithtown, NY (12/30/07)
We bought a Westinghouse 26 inch HDTV on 12/18/07 for my daughter's Xmas.  We opened it Christmas morning, plugged it in and there was no picture, just colored lines. We brought it back to Best Buy on 12/28/07 to exchange it for a working one. An expert Tech, according to Best Buy, took the TV out and plugged it in. He saw the same exact thing we saw Xmas morning. He told us that we do not qualify for a return because there is internal damage.

All he did was plug it in, like we did, he never looked inside the TV. How does he really know if there is any internal damage and so what, we bought a damaged TV for $760.

When we complained they were very rude to us and said there was nothing they could do. They suggested to call the toll free Best Buy phone number. Same results. They refused to exchange or give us a refund.

Best Buys keeps my $760 and I am stuck with a broken TV.

Andrea of Traverse City MI (12/28/07)
I purchased a Magnavox portable DVD player to be used in the car on road trips only. After approximately 4 to 6 uses, it stopped working--not holding a charge. It wouldn't work when plugged into the car jack or via home outlets to charge the battery. I took the unit back to Best Buy, and they told me the plug had probably gone bad. They also said this is not an uncommon thing. Then they told me the Magnavox 1-year warranty will cover parts but not labor. This is a unit that is less than a year old, been used maybe a half dozen times, and now they want me to pay over half what I paid for the unit to fix it! It shouldn't be broken! It's hardly been used!

I asked Best Buy to switch it out with a new unit. They would not. This is now apparently a discontinued product! I work hard for my money, and I would expect a costly piece of equipment to last longer than a few months. Best Buy and Magnavox have lost a customer. In this billion dollar industry, does anyone care? I DO! Looking for a new DVD player.

The economic damage that resulted was I LOST MY MONEY!!! I paid for something and got nothing. I have a shiney silver thing that has absolutely NO USE AT ALL and it cost me my hard earned money I don't make serveral BILLION a year like these electronic companies do!!!

Jason of Brick NJ (12/28/07)
I purchased a Playstation 3 two days after Christmas, came home, played it for 30 minutes, then it just stopped working. When I brought it back to the store, I was informed by the young customer service rep that the serial number on the PS3 did not match the serial number on the box. Beyond upset I was informed by the Manager to contact Corporate Customer relations. After I do I am told again they will not exchange anything with different serial numbers. I do not own another PS3 and did not previously purchase one. I have spent thousands of dollars at Best Buy in the past, but after this $492 dollar rip off with my PS3 tampering, I will never ever shop at this store again. I have to say I am so upset with everything. I honestly bought the system ,played it for 30 minutes, and it broke. I am assuming someone messed with the unit, and I would have never thought to open up the box in the store to view the numbers all matched.

I am personally out $492 and have a big headache.

Paul of Port Saint Lucie FL (12/19/07)
I purchased a camcorder w/warranty on line 11-23-07 as gift. It was received on 11-29-2007. The recipient did not want the gift item. The camcorder was not opened. Upon calling Best Buy to return, was informed of their policy that it must be returned within 14 days of receipt and is not returnable. This was not made clear during order process, which is unfair practice on their part--very deceptive on Best Buy's part.

Now I'm stuck with another camcorder... which I don't need.

Daniel of Covington KY (12/18/07)
I bought one of Bethesda Softwork's $50 games called The Elder Scrolls 1v Oblivion Game of the Year Edition plus the book that covers all platforms. I bought this from Best Buys, and they don't have a return policy. I have a windows xp P.C. and cannot play the game because Bethesda said I have the wrong video card. I asked them what can I do? They said, "Nothing." I have to eat the money, and they would not let me talk to management. I don't have 80 dollars to throw away; the book cost $24 dollars plus tax. Thank you. I hope you can fix this problem for me.

Loss of money and frustration from dealing with these people!

Bill of Greenville PA (11/28/07)
I went to Best Buy on Nov. 23 to try to purchase a Toshiba laptop (special price). I went there real early, and they said that they gave out tickets for those, but if I waited in line then they would be available if the customer did not pick them up. At 9:30 they started letting us in the back. I was about 7th in line. When I got up there they were out of the Toshiba but had another one on special. I asked about the return restocking fee, and he checked and another guy said 15% restocking fee which he relayed to me. So I passed. I then went to the camera department and was talking to them and they said there should not be a restocking fee unless the package is opened.

I immediately went back to the line and talked to the clerk, and told him he'd given me the wrong information.  He checked and said it was the wrong information--was nice about it.  They called asst. manager Lou, and he was cold and unconcerned that I'd been given wrong information.  He said they assume everyone opens the box. I feel this Lou is incompetent as a manager and should know the actual store policies before he comes to customers with his cocky attitude. The manager Ryan then came and supported Lou and asked me to leave the store. I came there early, I waited my time patiently, I did what I was supposed to do. Best Buy was in the wrong not me. They deceived me on this, and I am not happy about it. I have talked to several people since who told me that Best Buy is famous for giving people the wrong information. 

Linda of Palm Springs CA (11/25/07)
I purchased an XBox 360 for my son yesterday. I paid $377.11 cash for it. It made it through a few hours of play and then froze up. I took it back to Best Buy this afternoon for an exchange and there were no more in stock. Rather than wait until Tuesday, when their next shipment arrives, I asked for my money back. I wanted to take my very disappointed son elsewhere. They would not give me my money back but tried to give me a gift card instead. If I did not want the card I could wait 10 days for a check to arrive in the mail. I became angry telling the clerk I paid cash just yesterday for a piece of junk and now I have to wait 10 days for my money. She explained their policy of not giving money back over $250. She threatened to call security on me because I was being rude. I asked for a supervisor and was told she was it. I feel this is a ridiculous and an unfair policy to a customer paying with cash. I now have to wait 10 days for a check in the mail.

Apparently, there are no provisions for the unsuspecting cash paying customer who purchases a piece of junk in good faith. I purchased the unit at Circuit City across the street and find myself $800 in the hole instead of $400. I did not apologize for being rude but remain very angry at the treatment. I must wait!

Elliott of Pensacola FL (11/07/07)
Bought a surge arrestor (APC). Worked about 2 months. Took it back. With or without a receipt. was told after 30 days,,,no can do...Called the 800 number on the back of the appliance and was told it has a lifetime warranty and should have honored..They were super and sent me a new one at no charge. Will never got to Best Buy ever..and will tell all of my friends.

David of Manalapan NJ (10/28/07)
I went to Best Buy and purchased a Sony PSP. When I get home, the PSP was broken; there was a scratch on the screen, and one of the buttons was broken. When I went to the store to return it, they told me that the serial numbers did not match up. Some Best Buy employee did not do his job when checking the product to make sure the serial number. I patiently asked to call Best Buy Corporate. As I sat on the phone with Best Buy, I spoke to one representative who told me the same thing, and I asked to be transferred to a supervisor.

While on hold for a supervisor, the manager of the Best Buy came up to me, asked me to put the phones down, and speak to him. He told me there was nothing he could do and asked me to leave the store. I obviously ran out of patience and my temper rose as he started ushering me out of the store. I then in anger screamed.

I lost $175 on a PSP.

Emmanuel of Chicago, IL (10/15/07)
I purchased a Zune Mp3 player at a Best Buy. When I got home I noticed that the seal on the box was broken. I wondered if they sold me a used/returned Zune.

I started looking through the Mp3 player files and found an explicit pornographic video on it. I was extremely offended at the fact they sold me a used Mp3 player, passed it off as a NEW product and charged me the original price.  And they didn't even take the time to look at the content of that Mp3 player before reselling it.

Martha of Winsted CT (10/12/07)
My husband purchased a PC video game for $19.99 for which he paid cash. He got the game home only to find it had two discs labeled #2 and no disc labeled #1. We returned to the store (an hours drive away) to return the game for a refund or exchange. The clerk offered us an exchange, we went over and looked, no more of copies of this game were available and there was nothing else my husband wanted. We returned to the register where we were informed that we could get another game for the same price and that was the only option. This was said by a gum chewing, insolent clerk who continued keying on her computer and didn't even look at us once.

My husband explained that he did not want another game, he wanted his money back. Ms. Attitude explained that it was not their fault the game was defective, it was the manufacturer's fault and therefore there were no other options. My husband became agitated and demanded the manager. Ms. Attitude said you don't have to yell at me (he wasn't yelling) and sauntered off to get the manager. The manager, Eric then came over and asked what was the problem. My husband explained and the manager then proceeded to tell him that he could get another game or a credit and that he didn't appreciate my husband yelling at the clerk and making her feel threatened. I pointed out that no one had yelled, my husband had raised his voice but only because Ms. Attitude couldn't seem to be bothered to tear herself away from the computer to help him.

Eric once again repeated that we could have a credit or another game. My husband once again repeated he wanted his money back. Eric became very snotty and sarcastic and finally after another 10 minutes slammed our money and receipt on the counter and said have a nice evening and huffed away. The worst experience I have EVER had and I will NEVER go back. We have purchased many items there from TV's to laptops and I will never ever go to any of their stores again. All this over a $20.00 game!

Robert of Yuma AZ (09/26/07)
Over a year aog I bought an XBox 360 from our Local Best Buy I should mention it is the only Best Buy within 100 miles. I also bought the product replacement plan. So of course in true Xbox fashion it broke.  I took it to the store informed them that it was broke they took it back and confirmed it and replaced it. I will tell you I was very happy and told everyone how great this store was. Well low and behold 4 months later we once again recieved the red rings of death. I took it back.

Spoke to the young lady at the return desk she informed me that I would have to send it out and that was there policy. I informed her of the above story. She left in a huff and got her manager he came up and informed me that they have had a change in policy and they no longer do in store replacements and I would need to contact the product replacemnet people. It will take them 4 to 6 weeks to fix it.

John of Stoughton MA (08/17/07)

Purchased a product replacement plan and was told just bring back the product and I would be given a new one. Turns out you have to send the product back for either repair, replacement or a voucher for a new item. After 4 tries to get a return shipping label they finally said they would just mail me a voucher or a gift card to take to the store.

After not receiving it for a couple of weeks I called back and was told that they had a problem making the gift card. I spoke to a supervisor and he said he would send it right away which he did. I received a store credit card and went to use it and I was told it was not activated and spent an hour speaking with management who cannot make any decisions and now I have to wait 7-10 days for them to activate it. I won’t shop there again.

Tiffany of Canyon Country CA (03/26/07)

I received a Nikon digital camera and not more than a month after Christmas the camera stopped working. I tried to exchange the camera on because the lens would not retract. No other damage was visible other than the lens protruding from the camera. Like I said this was a present so I had to wait for my cousin to send me the receipt. When I went to Best Buy they would not exchange the camera because they conveniently discontinued that particular camera as of Jan 21st 2007. And they have a 14 day return policy which due to the holiday was extended until Jan. 8, 2007.
Best Buy advised me it was Nikon (the manufacture) and instead they sent it to an authorized repair center, not Nikon. On March 8th this repair center deemed the camera irreparable due to corrosion to the main board. In the summary from the repair center is states there was damage from corrosion. When I went to the store today the 26th I noticed my camera's shutter had been damaged from the repair center. I asked Best Buy what they were going to do any they simply ignored the fact that they further damage my camera.
Camera was sent to the repair center to asses the damage which was deemed unrepeatable because of unexplainable corrosion. When the camera was returned the repair center had broke the camera's shutter.

Teresa Pineville NC (12/31/06)

My young daughter purchased World Warcraft from Best Buy in Pineville, NC. The sales associate told her that the game could be played as a stand alone. We opened the package and in reading the manual found the game had to played on-line and there was a monthly subscription fee. None of this information was available without opening the product.

I tried to return the product to the store. Unfortunately, my daughter being young did not save the receipt. I spoke to the person doing returns, her supervisor and a senior store supervisor who said without the receipt they could do nothing.

Evidently they do not have any problems with young customers being given incorrect information. This product would not have been purchased if my daughter was not misled by the associate. I find it amazing that nothing can be done to satisfy us as customers. Because of the misinformation provided by the sales associate I have two unhappy children and a game that we cannot use. In addition to this I did not appreciate another employee standing in the background and watching my discussions and laughing. I found this extremely disrespectful as well as unprofessional.

Hugo of Sylmar CA (10/16/06)
I went to best buy today to get an exchange for a PS2 Cordless Controller. I waited over 25 mins for the customer rep. name Justin to tell me he was not able to do the exchange due to I abuse the warranty. I asked to speak with a supervisor. He called many times and no one answer his calls. At the end the manager came to the customer service desk and he asked what the problem was. I told the manager that my wireless control broke. All the manager said was we can not exchange it because you can only exchange it once

I asked the Manager, how come I was not told of this when I did the 1st exchange. The manager said did you read the terms and conditions I told the manager all cunsumer never read contract and it was their obligation to tell the customer of the things that are happening. I asked the manager ( FRANK ) if he was going to do anything to help me twice and he only said there is nothing I can do I reply. so there is nothing you can do. Can you imagine what I went truh for a $39.99 purchase. So now thing about it and realize what they will do if you did an over thousand dollars purchase. I told the manager I will call his boss to get a better answer and he reply. How fun and let me know the outcome.

Jeffrey of Mercer Island WA (09/12/06)
I would like to place a consumer complaint against Best Buy for deceiving customers by failing to clearly state their 15% restocking fee policy at time of sales and prior to the actual sales transaction. Details are stated as follows: On Aug. 11, 2006: I visited Best Buy of Bellevue, Washington. I looked into buying a GPS system. At the time, I was very hesitant to pay so much money for a system especially because I did not know about its performance. I discussed my concerns with Best Buy's Sales Staff. The Best Buy Sales staff told me explicitly that I could take the system home and try it out; AND if I was not satisfied with it, I could return it within 30 days.

Throughout the entire discussion, I was very reluctant to buy it. But, he convinced me to try it out. Throughout the entire time, he had plenty of opportunity to; but he did not, mention anything about Best Buy's 15% restocking fee. I purchased the system and tried it out ONCE. I repacked everything in its original packaging. I had to leave for France the next day. But, I asked my sister-in-law to return it for me within 1 week. Within 1 week from date of purchase, my sister-in-law made repeated attempts to return the GPS system. The store clerk called the Store Manager and imposed a 15% restocking fee.

When my sister-in-law protested and refused to pay for this fee, the Store Manager pointed out to her that the restocking fee is indicated on the back of the receipt, and that she should have read it. The policy stated NOTHING about GPS systems. It only made references to computers, radar, radios.

As for reading the return policy on the back of the receipt, I would like to point out and emphasize that at the check-out counters to pay for purchases, there was a line. There was not adequate time for anyone to read the store return policies. The customers waiting in line, including the Best Buy Cashier, tried to push and expedited the process. How many constomers were actually asked to read the store return policy at the cashier counter?

Donald of Laguna Hills CA (07/18/06)
Best buy is a terrible company. I bought a Kodak Camera July 15th, 2006 with a Kodak gift card and when I went home I realized it was the wrong model. The sales man said It was 7mbs. I never opened the box but it had tape on one side and the tape was barely visible but was already cracked open. I never opened the box! Never touched the camera. I went into the store two days later on 17th to return it and after looking at other cameras decided to come back another time when I knew for sure what model to get for my vacation to Europe. When I went to the lady that was holding my camera she walked away with it and came back with a rude snotty attitude telling me I opened the camera because the seal was broken.

She said they were going to charge me a 15% Restocking fee. I asked for the manager and apparently they have no General managers in the store. This young guy named Adrian with a chip on his shoulder comes over to me and he was very rude. When I told him I did not touch the camera and showed him the camera was in the bag sealed and told him his staff was rude to me he continued to raise voice saying do you want me to help you, If you do then dont call my staff rude his voice was loud, yelling and trying to humiliate me so that customers and fellow employees could hear. He then just walked away and left me standing there with my camera refusing to do anything. I have never been treated like this in any store for all of my 46 years of life.

Carter of Brooklyn NY (07/07/06)
i bought a portable air conditioner yesterday (open item box) price was great. i got them to check for missing items and there was 3 items missing. I went online to look for the missing pieces and realized that this item was compleatly different from the one on the box. I went the next day to return the item very frustrated. They will not accept the return now because it is not the item listed on the box.

Brian of Wood Ridge NJ (06/21/06)
I purchased a Cannon SD600 digital camera on Sunday June 18, 2006 at 12:00 noon. The camera would not work so I returned it to the store by 03:00 PM. The clerk would not accept the return because the serial number on the warranty card did not match the serial number on the camera body. The manager implied that I switched the good camera with the broken camera! I asked if the packages were verified and sealed at some point and the manager said no. I called Canon and they stated the packages are not sealed due to customs requirements. I believe that the camera was illicitly exchanged somewhere along the line but certainly not by me. They have clearly allowed pilfering to occur internally and are passing the problem along to the customer.

My 14 year old daughter was heartbroken that her graduation gift was not available for our vacation. The $350 will be recovered through Citibank credit card consumer protection (I hope!).

Danny of Merced CA (04/27/06)
I purchased a Digital camera from Best Buy and did not like it. I returned that item and paid the 15% restocking fee of $60.00 and was told by customer service that I would receive my refund check of $542.64 within 14 business days. I waited until the 14th business day and nothing came in the mail.

June of Lawrenceville NJ (03/25/06)
I received an Insignia TV (Best-Buys brand) for Christams; Model ISTV040919. It was purchased on 11/25/05 and I have a gift reciept. Because of hoiliday gift giving, Best Buy's 30 day return policy was effective 30 days from Christams day 12/25 (not from the day of purchase) and it says so on the receipt. One would assume that their 90 warranty on thier own product would also be effective from 12/25. On March 23, 2006 the TV screen went completely dead. Sound, remote, work fine but a blank, dark screen. This was within 90 days of 12/25 but not from the purchase date. Best Buy store and Insignia customer service REFUSE to do anything about this. Any TV that breaks down within 90 days of use (or within the first year for that matter) is defective or a piece of junk. I can get no-where with Best Buy or Insignia they refuse to fix it or exchange it for another.

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