Best Buy — Attraction in Lancaster

This started as an ad on Instagram for BestBuy stating up to $550 credit for phone trade in program, which I took advantage of on 3/19/19 for a total value of $850 (Samsung Note 8 $550, and Samsung S8+ $300). Before signing, I asked the Pick Up attendee (because customer service desk is permanently closed in the Lancaster Pa BestBuy), Could these be used online, combined, which he (Trevor?) answered yes to 3 times. The entire trade in took over 45 minutes with at least 5 different employees trying to help as no one seemed to know how to complete a trade in. I was not presented with Terms and conditions, just to sign on the credit card machine. When the employee saw the amount of $850, he remarked “Jesus that will almost pay off the whole phone” as I was going home to purchase the phone online since the store did not have the model I wanted in stock, and would not be getting more in for over a week, and they would not hold the devices or order per my request, as well as my online promotions I would not get by buying in store. After such a long and frustrating process that took entirely too long, from too many employees who obviously had no idea how to do their job, I left frustrated without reviewing my 6 page recite. A few days later on my day off I proceeded to purchase my new phone online with my gift cards and was prompted from the site as not able to complete. I reviewed my papers to see a note that said “in store use only.” So I went back to the store to talk to the general store manager Eric, who refused to help me after explaining to him how his employees miss informed me and that I needed credit for the phones in the total agreed upon amount of $850, which he laughed at and said NO. But then proceeded to tell me I could used my in store credits to buy the phone in store and they would Issue the 6% difference as store credit for my online shopping rewards program. An issue came up with the lack of ID to purchase in store and it was closing time, so I left only to come back to the store for a 4th time the next day 3/30/19 the last day the credit was good for, and was presented with an assistant manager saying “he knows you have 2, but you can only use one, and if you return it, you will not get a refund.” I said thats fraud I need to speak with the store manager, which I was made to wait more time for. Eric came over saying he had done everything he could and theres nothing he can do. I asked for his superior and he said he did not have one. I asked again (as Eric does not own BestBuy) his response was 888-best-buy. Call them I cant help you. So I left and called them, got transferred 5 times, hung up on once, and was told they could not look into my case but from my explanation, I should be allowed to use everything online, together, for any purchase of my choice and if I was having issues, go see the store manager. I returned to the store, told Eric what phone support said and he made a laughing smug look saying yea sorry I cant help you, you should really call 888-best-buy. I went home checking my account with BestBuy online, as that is what phone support told me, and it showed a credit of $0.00. BestBuy blatantly took advantage of me as a customer and then completely refused to help in any way, or any form of credit, other then saying “sorry.” I have tried numerous times contacting BestBuy customer support with no solution. They have already told me if I try to return the device, I will not get a refund. I am unsatisfied with their level of customer support. I am unsatisfied with their lack of attempts to correct their mistake, in fact, them blaming me the customer for their mistakes. I asked for the discount of $567, they said no, I asked for a gift card for $576, they said no, I asked for an in store credit for $567, they refused. They refused to help me in anyway. They took advantage of a big box store ploy. Call corporate. Go to the store. Call corporate. Go to the store. There is no option for me other than filing a dispute and calling them out on them not giving me the credits they...

Never send your laptop or devices into this Best Buy. They will take weeks to fix it and then try to give you a more broken device. There's no communication whatsoever with the team here. I called multiple times, got the problem escalated to a higher up, and was met with "What is the issue?" every time. They've lied to me (promised a store credit and took it back) and my laptop is STILL broken. Terrible service with no integrity. They'd rather ignore you and push you off than try to make things right. You're better off doing it yourself or finding a local shop that knows what they're doing. Do not trust them with your devices.

I took my laptop to Geek Squad in December 2023 for a battery repair as it was under Geek Squad Protection. I get a call about 3 weeks later saying that my laptop was broken during shipping. Christina and the GM at that time said I would be receiving store credit with the value of what I purchased the laptop at ($1100). I was told they would call me back when the store credit was ready for pick up. No call back, I have to hunt down a number to get through to this Best Buy. They tell me they've been waiting for me to come by and pick it up. I have a family member come pick the store credit up and instead, the workers here try to give back a laptop that is broken. My family told them to try to turn it on and they could not. There were dents on the side and the display did not power on. Best Buy said they would contact me the next day between 10am-11am. They did not. Noon rolls around and I'm the one that has to call them, and they have no clue what's happening. I get in contact with a manager, and I told them that I was told that I was getting store credit. Apparently, the GM that said that got "moved on" and that a store credit of that amount wasn't at all possible. The best they could do was give me a $75 gift card and send the laptop back to get repaired again. If the repair center said it couldn't be fixed, then the most I would get was the current value of the laptop. I get the laptop sent back into get repaired and it takes another 3 weeks to get repaired.

I just picked up my laptop this Sunday. I turned it on at the store and made sure it was running. However, Monday night I'm typing on my laptop and the screen just goes dark. I thought I hit a button to make it go to sleep but no, the laptop just won't turn on at all. I've tried doing a hardware reset and nothing. I called Best Buy the next day and told them the issue and wanted to get in touch with a manager. I was told they would call me by day's end (8pm). I've received no call.

So, 6 weeks later, I still don't have a functioning laptop and this is with it being sent to their repair center twice. They've officially put in more money into this laptop than the actual cost of the laptop. Maybe they should've given me the store credit in the first place. I would've just dealt with the battery issue if I knew this was what I would have to deal with.

I'm a student at college. Not having a laptop kills my ability move between school and home. I've had to spend hours late at night just to make sure I had access to all the software I need. I've had to put money down on a loaner laptop because of how hard it was to only do work on campus. My lease on this laptop is set to end in a few days. I don't have the ability to put more money down on a loaner and my laptop won't turn on. All of this I've expressed to Best Buy and they do not care to find solutions or advocate for...

My employee ordered a freezer to be delivered on Jan 12. It was damaged (the driver had told the warehouse manager it was damaged before they left the store--he said deliver it anyway). So at delivery, I refused the damaged goods. While the drivers were still here the delivery was rescheduled for Tuesday January 16. Tuesday comes, drivers load old freezer onto truck and then tell me that they don't have the new one and drive away. I call Best Buy. They can't look at account while it's listed as "in transit" but see that the freezer is still in the warehouse. I'm instructed to call back in 24 hours. I do. I'm told the same thing and that the freezer is damaged. I ask if that is the second freezer that is damaged and am told that it is! I am told I will receive a call within 24 hours. 24 hours later, no call, so I call. I'm told they can't discuss it with me as it was ordered under my employee's account. Never mind that the last three people have not had a problem with that. I ask to speak with a manager. She told me it wouldn't matter. I demand to speak with someone who has authority to deal with my problem. On hold. I get a new customer service rep who I have to explain the situation to again. He says...you're trying to reschedule a delivery? YES. He passes me off to someone else. I have to explain AGAIN what I need to do and why. This person transfers me to scheduling. So, for the FOURTH time, I explain my problem. I'm getting pretty frustrated by now and threaten to cancel and get a refund. This person apologizes for the problems. Nice, but I just want someone to solve my problem. The end of this call... they can't reschedule for any time this month, but she has "escalated the call to the back office" whatever that means and I'm to expect a call in 6 hours.

Yup, no call. Customer care calls and wants to know how our experience was. Told her the nightmare that we were in. She gave me yet another number to call. I call. I get JD, who let me know I should have received a case number...who knew? He listened to my story (FIFTH time today). He put me on hold to read through the history...again...who knew there was a history? Gets back on the line...the problem is this: THERE IS NO STOCK! And....it was in the history, but not one person before him told me that. NOT ONE! He gives me options: wait for them to try and find another or order another one. They have screwed up and I have to be the one to fix it.

I have usually had good luck with Best Buy, but maybe it's just the Fruitville Pike Store that has issues. I'm (im)patiently waiting to see if they find another freezer, but I'm...