The worst customer service/return policy I have ever dealt with. Buyer beware especially if you are buying a big ticket item. My daughter bought me a computer for Xmas, she bought it 10/30/07. I set it up the day after Xmas, we worked for hours trying to connect to the internet without success. After much frustration my daughter made an appointment with the Geek Squad. The Geek came and apologized to me stating this particular HP computer has a problem with connecting to AOL Vista (the problem is it can't connect). I called the Best Buy in South County Mo talk to Dee (store manager) she said she would call me back, she never did. Two days later I called her store back (during business hours) no one answered the phones. I called another local store and I told them how South County store did not anser their phones this C/S person told me"they usually don't." To sum up I have a computer that is not able to work properly, Best Buy tells me I am out of the return policy time (by two days), they did offer to fix it for a charge - WHAT? I spent almost one full day with this problem and when it was all said and done I feel like I was raped by Best Buy. I promise I will never do business with them and thank you for this opportunity to let others know about this company.

I am writing to share a recent personal experience with Best Buy that highlights poor customer service issues and the need for stronger implementation of customer privacy protection policies and enforcement of related laws.

The short story is that Best Buy (Tenleytown DC) let my laptop be stolen from their store (I believe by an employee). Best Buy/Geeksquad "Customer Service" then lied to me about the repair status and location of the phantom computer for months. In failing to disclose the theft to me, they left me exposed to identity theft for months, and violated DC consumer protection and privacy breach notification laws, and have left me stuck with paying for ID theft prevention services for years.

The company-wide disregard for consumer privacy protection obligations disturbs me greatly, and I've filed a lawsuit and launched a blog that details the background and motivation for the lawsuit (http:// bestbuy badbuyboycott.blogspot.com/ ). My hope is to bring attention to the issues involved, so they can be addressed and future customers will not be put at risk by Best Buy’s negligence.

On July 17 I left film to be transferred to DVD. I was told it would be 2 to 3 weeks. At the end of the three weeks I called and was told someone would return my call. Two more weeks went by and no one called. I called again and the photo person apologized, he had been assured someone would return my previous call. He said he called the lab and was told the transfers had been put in the mail the week before and they would be in the store any day. Another week and a half went by so I called again. It was now Aug. 28. Again, I was told they hadn’t come back. I called the lab and asked them to put a tracer on the transfers. The transfers had been accepted by Best Buy on Aug. 9 and signed by an employee. I called Best Buy back and told them my order was in the store and I wanted to pick it up that day. I was told they couldn’t be found. I asked that the person who signed for them be asked. He didn’t know where they were. I asked to speak to the manager. I gave him the whole story and said I wanted them found and I wanted to pick them up today. The first thing he said to me was, “You are being very demanding.” Demanding? After calling for three weeks and being told my order wasn’t back when in fact it was there the whole time and now no one knew where it was, I did not think I was being demanding. The second thing he said to me was, “Well, you aren’t being very nice.” Does Best Buy have a store policy that if the customer elevates to a specific level of agitation the store can refuse service? This sure seemed to be the store manager’s goal. When I didn’t elevate to a more agitated level he transferred me. I gave my story again and the person said he was a TV salesman (more of the store manager’s attempt to elevate my level of agitation?) but he would put the supervisor of the department on the phone. I went through my store again and the supervisor told me in a very unfriendly tone that he had 4 people turning the store upside down and he would call me back in an hour if that would be okay. Within 15 minutes he called to say my order had been found, would I like to pick it up today and there would be no charge. I said I expected to pay, I just wanted it found so I could pick it up. Neither the store manager nor the supervisor said they were sorry about this, apologized, nothing. Their attitude was that I was being unreasonable in wanting my order found and to pick it up that day after learning from the lab it had been returned to the store three weeks before and being told by Best Buy each time I called that it had not been returned. The lady in Customer Service apologized to me twice when I picked up my order, but she was the only one who did.

The purpose of this letter is to convey my disgust over the treatment I received by Best Buys on Central Avenue. Not 48 hours from the time I started writing this letter (on May 9, 2007 around 8pm). I visited this store to purchase a Sony PSP as a gift for my nephew. I asked for the device from customer service when checking me out I was offered a 2 year replacement warranty should something go wrong with the device. That same evening I gave my nephew his gift.

Upon opening the device it appeared flawless, we proceeded to charge the device for later use. A few hours later we turned on the device and inserted a game cartridge. The screen looked cracked. We tried another game cartridge with the same result.

The next evening after work I took the device to nearest best buy which is located in Mont Vernon, NY. I went to customer service explained what happened and the manager, Carl Ali, told me that although there was no sign of trauma or impact I would have to go back to the store where it was initially purchased because they refused to honor the 30 day return policy or the 2 year replacement warranty.

I went back to the store in Hartsdale spoke to customer service who suggested I
Go to Sony have the device replaced. I explained that I didn’t purchase the device from the manufacturer that it was purchased only 23 hours prior from that same retailer. The customer service representative said that they too refuse to honor the 30 day refund policy or the warranty which I paid for. I asked to speak to the manager she said that there was not one on site at the time. I asked her name she said the General Managers name is Keith Waldman.

At this time I would like best buy to refund me for the cost of the device and the warranty. Initially I thought this was an honest mistake and I went to the store to replace the manufactory defective item as it is clear that it came in that manner since 2 stores examined it and found no visible signs of trauma.

I do not intend to shop as best buy ever again as I have now learned that policies And warranties are not honored, therefore I want a full refund. My business also has a line of credit with your establishment which I intend to discontinue and no longer do business with Best Buy in order to avoid future headaches.

I purchased a keyboard from them. When I got it home, my wife tried it for a week or so and could not get used to it.

I had the receipt and got back to the store to return it just after the 30 day return policy. I had it in the original package and it obviously had no wear on it at all.

They would not even consider refunding my money. That STINKS!

I can see refund policies protecting stores from people trying to return obviously USED or MISUSED products, but there was no way they would take this one back.

Also, said the product was no longer in the computer so, they couldn't take it back even if they wanted to becuase they had no code for it.

Sounded pretty lame to me!