I purchased premium service plan on my dryer that went unused for 5yr. The company, Bestbuy, never contacted me to renew, no I did not need service work done and yes they were more than welcome to verify the operational status of my equipment, I called a week ago I was told that I never had plan. I dug through my old receipts (11-21-05) and found that I had indeed had a warranty. I called back 2/5/11 and talked to a rep that originally could not find me in the system until she went to other entries did finally find me. I asked why I was never notified as to when it would expire she said …you must have been notified we have a different system that automatically sends out the notices… I asked how could it have been sent when she couldn’t even find me in their system.She asked what my complaint, was I told her that I was confused as to why I wasn’t notified before my warranty ran out so that I could renew it. She said again that a notice was sent I asked for verification esp since I couldn’t be found in their system at first. She said to the effect that it didn’t matter since the warranty could not be extended now. I asked to speak to her supervisor, she asked why I said that I was confused on the topic and wished to discuss it with her supervisor. she hung up on me.
I called back to the rewards department to see if I was credited the triple points for not using the warranty on all my items as my warranty clearly says I should have been, this is to include never even getting the “Annual Maintainance Diagnostic test to find potential problems” as I was entitled to but was neglected by Bestbuy, again the assistant could not find my info. She, after finally finding my info again, asked me what my problem was… I explained that so far I had been called a liar then hung up on, as well as being hung up on a second time. She said that she was sorry about my experience but could not help me with a warranty problem. I again stated I didn’t need warranty work, my items work fine, I explained that my problem was with customer service and attitude. She again stated that my problem was with warranty and had to talk to them about it I again asked how to file a complain since I was getting no where with warranty department nor with her … she told me to “CALM DOWN” I was calm, I even had my young son with me.. I was calm, just getting the run around. I asked to speak to her supervisor in ref to her telling me to calm down. She hung up on me… third time in less than a week. I called back again this time I asked how to registar a complaint on customer service over the telephone, her department, she said I had to talk to warranty, I again said it was not a warranty issue but a telephone customer service problem.. Again I asked to speak to her supervisor she again said it was a warranty issue regardless of how I explained it to her that my complaint was with the customer service call center not warranty, that was a mute issue. She hung up on me also.

In a nut shell the customer service call center is omnipotant and have no supervisors nor do they have to explain themselves, they have the all mighty power to just hang up on the customer since the customer is only a voice on the end of a line. I beg to disagree, the customer 1. has the money to purchase, 2. the customer has the privilege to go to another venue to make purchases and 3. the customer has the responsibilty to tell other customers how they were treated so that future customers can use the resources of other stores so as to avoid similiar situations with Bestbuy

This year I have brought a number of products from your company and am shocked at the poor level of customer service to say the least.

Only a few months ago I purchased some audio equipment and installation, only to turn up and be informed your sales representative had failed to book it. Naturally I was angry, however to top it off, your installer said it wasn't his problem and that I would have to rebook. After 30 minutes of arguing with various members of staff including a manager, they decided they would do it that day. Seriously this is poor service to say the least, in fact arguing with the customer and saying its my problem is about as bad as it can get.

If that wasn't bad enough, lets move on to my second experience of your companies wonderful service. On December 25/10 I decided to buy a Sony car stereo (I must be mad after my first experience with you). When i say buy, I mean tried to buy as after 2 days I still haven't been able to purchase it. I have tried 2 credit cards, wasted hours on the telephone waiting to speak to an agent and then going around in circles time and time again. They check my credit card details, they match, you then send me an email 5 hours later saying to call back. I call back your systems are down, I give a new credit card, it doesn't go through and on and on.

To end this matter I took the opportunity to speak with a very rude supervisor named Renee whose staff ID is 1076. Like your installer, she is very rude and agressive and likes to blame the customer for the problem. She didn't want to help, didn't apologise and didn't at my request let me speak to her superior (you must really train your staff well).

As your systems were down yet again you couldn't put my credit card details through there and then. She said I would need to call back. I declined and asked for her or a colleague to call back, she declined, I asked 10 more times, she declined. Apparently 'company policy in busy periods not to call customers back even though they are unhappy'.

So, I write to you requesting you sort this out and give me some incentive else I will never set foot in a Bestbuy or Futureshop again. There are plenty of other companies out there who want my money, the choice is yours. There is nothing wrong with my credit cards and I don't appreciate the time I have wasted just trying to buy a product online.

I refuse to call back as I have already called 6 times and I am seriously unhappy with your company right now and do not even expect a reply.

Reply:

Thank-you for contacting Best Buy advising us of the issues you have been having.

We apologize for the frustrating experiences.

We have checked your order # 41721327. When we call your Financial Institution to verify the billing information on your order, we are being advised that these cards are debit cards and not credit cards.

When placing online orders, you need to use a credit card.

When calling us, instead of using the automated system, you can call 1-866-237-8289. Choose your language option, then press #1 for bestbuy.ca inquires and then press #5 to speak to a live agent.

Wow great response best buy, sounds like you didn't even read my email and for the record I used a visa credit card and even said I wouldn't ring back...say no more

We went to the local Best Buy Store to buy a Washer/Dryer. After waiting for what seemed like an eternity and reminding staff that the Appliance section was not manned by an associate, we were helped by someone from their Electronics department. The associate was nice and helped us buy the Washer/Dryer ($1, 200). But we later found out that we were erroneously charged for haul-away (of our old appliance) and also over-charged for delivery! He also forgot to mention to us that we needed a PROFESSIONAL installation of the gas dryer and had to pay $135 for that. All this was only brought to our attention when we came to their store two (2) days before the actual delivery date to resolve the haul-away charge. My wife contacted the Manager and he agreed that it was an error on the store's part and reduced the installation charge to $50 and refunded the $20 haul-away charge.We were also told that the installation specialist was scheduled to arrive at our house the day after the delivery. I just got a call from the installation specialist and was told that the store erred (again) and he won't be able to come to my house until the following Tuesday! Our simple question to them was: "Does the left hand in your company know what the right hand is doing or saying?"

We were over-charged. Not told that we needed to schedule and pay for professional (gas-dryer) installation and now the installation date has been moved to next week. I wonder if they'd like if we sent them our laundromat bills!!

We feel their name is a misnomer - it'd be more accurate to say: "Best Buy / Worst Customer Service." Over the past year, we've dealt with Lowes and Home Depot and none of their service has been as sloppy as "BESTBuy's."

Lesson to be learned: Question your bill because you never know if the charges are rightfully applied; and, question ... well, question EVERYTHING at BestBuy!

We recently went to our local Best Buy (Tucson, AZ) to purchase a laser toner cartridge. We entered the store and proceeded t the back of the store where laser toner cartridges are displayed. We were unsure what cartridges would fit our printer and began looking for help. There were 2 other people on the aisle looking for help as well. I spotted an employee on the next aisle who quickly looked away and walked into the back when we made eye contact. A couple minutes later he returned and began doing slow laps around us making sure not to get within 2 aisles of us and not make eye contact. I have never seen anyone act this way. The other people on the aisle just laughed and threw their hands up. My wife asked someone in another department for help. They stated someone will be there soon and went back to holding up the counter and carrying on their conversation with another counter support agent. I then proceeded to the Apple department and began searching the internet on a Mac to find the part number for my toner. After finding the part number and still being ignored we decided to use the Mac to find another store to purchase the toner. I found an office max and looked up the phone number. I called office max and they performed a stock check while I was on hold in Best Buy. After confirming they had the toner in stock my wife and I began to exit the store. 15 minutes after entering not a single associate had acknowledged we existed, that is until we walked out the "entrance" doors. Then Security and a manager (also in the counter support department) stopped their conversation to let us know we had to use the exit doors. My wife and I laughed all the way to Office Max.

I just want to start off by saying I work in a pretty ruthless retail environment, and there is no excuse for the treatment I received for the best buy on Staten island (Richmond ave.) I walked in looking to buy a 32" LCD, first I waited a half hour for the ONLY person on the TV floor to finish talking to someone who bought nothing.

The sales person brought me over to the television, which they had in stock, little did I know I'd have to drag this bulky box around the store, I asked him for help with it, no go, he can't leave the floor, I asked for a wagon up front, I asked four separate people. The responses I received.

1. Not my problem buddy (exact words)
2. they are outside, go get one.
3. sorry I am busy
4. the 4th person just walked away from me.

I asked to speak with a manager, who was extremely rude about the whole thing, stating that they were busy.

Being busy is no excuse for the feeling I left that store with, like my money didn't matter in the least, my hard earned money matters to me, even if it doesn't matter to best buy, I will be looking to spend it elsewhere from now on.