Best Buy — Local services in Hilton Head Island

Best Buy Bluffton Horrible Experience: I bought a Roomba Robot Vacuum on 1/05/23, it started malfunctioning after 91 days so I brought it in for repair to the Geek Squad as I’m covered as a Total Tech member plus it’s under 1 year manufacturer’s warranty. 
The Geek Squad member told it had to be sent off for repair and parts were covered but not labor and there would be a service fee, but he said if it was junked out (not repairable) I would be refunded for the service fee. I said What! I’ve never been charged a service fee before, and prior to the purchase of this one I had another one sent off for repair (not repairable) in December 2022 and I was not charged a service fee. He told me to talk to the store manager. I asked the manager about the service fee and she was very rude and said sorry you agreed to a service fee when you purchased the item. I said I just purchased it on January 5th, can I just return it, but she said “sorry you went past the 60 days (this is the 91st day I’ve had it). I’ve been a loyal Best Buy customer since their stores first opened with many many purchases, and this was the first time I was ever treated this way by a store manager, in the past they would do whatever they could for customer satisfaction. I called Best Buy customer service and they were helpful and tried on my behalf to resolve the problem I was having with the store, even that user total tech care if it’s still under manufacturers warranty there should be no service fee, and had asked the Geek Squad employee why I was getting charged except this time he said it was for deductibles??? I gave up because I had no choice and paid the $51.94 service fee. After I got home I looked at the receipt for the service fee and it was for ADH (accidental damage in handling) protection so I called the Geek Squad member and said it doesn’t need ADH, because under the total tech plan for vacuums ADH is covered. So he tells me that’s in case of damage in shipping to the service center. I received a text today that the Roomba was started for repair at the Best Buy Service Center and in shortly over an hour received another text that it was non repairable. I went to the store and there wasn’t a problem getting a full refund for what I originally paid for the roomba, but when I asked if the amount included the $51.94 for the service fee, she said she’d have to talk to the manager. A different manager said he was sorry that it was non refundable, that the other manager told me that, and I said BS; she said the roomba was non returnable because I went past the 60 day return period and then I said it was the Geek Squad member when I turned it in said if it was junked out I’d be refunded the service fee. This manager then said “that’s not what he said”, so now they are calling me a liar. Buyers of Best Buy products beware, they will charge you a service fee if you bring an item in for repair without regard if it’s under manufacturers warranty, you just recently purchased it, or or if you pay to be a total tech member. Bottom line that Geek Squad member needs to be properly trained, and the 2 store managers need to be fired. If I need anything I will start shopping...

I bought a printer from Best buy last November for my girlfriend for christmas. we had to move several times and she just opened it in october. it would not hook up with the Hewlett-Packard she had. I called the Best buy customer service line and they said that I would be allowed to bring it back for a refund or store credit. they even sent me a copy of the receipt so I would have no problems. when I went to Best buy in Bluffton the girl at the customer service desk initially called for help because she wasn't sure how to do the return. she had figured it out and already printed the return out. the general manager came up and said I am not taking this back it's up to my discretion. I told her that the printer was never used and never made a copy it was still brand new. she said that she did not care and it was up to her discretion. I said the guy customer service call center told me it would not be a problem she said well I guess he should not have told you that huh. I was very disgusted by how I was treated at best buy. I tried calling corporate, but you cannot get a number for corporate every time you call the number and press the buttons it put you back to the same prompt you get when you call any best buy. it always sends you back to the call center. it was my day off I drove 25 minutes one way waited at Best buy then 25 minutes the other way. it's sad that a company like that has no communication between the departments and the customer must suffer. I started to smash the printer right there in the store and let them clean it up. I also find it sad that a company of that size that $379 would break them. I also find it sad that corporate does not have a phone that a customer can call to wage a complaint against a store or an employee. I now have a printer that I will do nothing with. Best buy gave me a credit card with a $4,800 limit and I bought a TV and sound bar and had them install it at all. I did not renew the total tech protection which I think is the reason she would not accept the printer back. I will probably never buy anything from Best buy again because of this bad experience and the rudeness of the general manager at that store. I told her I would not have driven that far on my day off if I did not know I could bring it back. she did not care. she said it is my discretion and I choose not to take it back. Best buy will never have to worry about me sitting foot in that store again. and I will tell everybody I know about my bad experience and caution them from making purchases at any Best buy store. I started to pick it the store with some friends of mine on my next day off but I did not want to stoop to the level of a menial employee that you have. I hope this gets to corporate and thank you...

Open Box Buyer Beware:

I purchased an 83” LG G4 OLED TV in "excellent condition" from Best Buy online, thinking I was getting a great deal. The website made it sound like this TV was in perfect shape. I drove 1.5 hours from Goose Creek, SC to the Best Buy in Bluffton to pick it up. When I got there, I confirmed with the staff that everything was fine and in excellent condition, and they assured me the TV had been thoroughly tested and reset to factory settings—"like new."

But as soon as they wheeled the TV out, I noticed it was held together with flimsy blue Best Buy tape on the bottom. At this point, I should’ve turned around. When they lifted the TV into my truck, the power cord literally fell out the bottom. I was already concerned, but I pushed through because, hey, it’s a good deal, right? Big mistake.

Once I got the TV home and started unboxing it, the "excellent condition" TV was missing the back cover plate, wall mount, screws, remote, and the instruction/warranty manual. I tried calling the Bluffton store multiple times, but surprise! You can’t get through to a store directly. You’re routed to some call center. After talking to THREE customer service reps, all they told me was to just drive 1.5 hours back to the store. Are you kidding me? The truck I drove there with isn’t even mine! This is completely unacceptable.

I then tried to call my local store in North Charleston. No luck. Again, no direct line. I was stuck with the call center, which refused to give me a number to speak directly with the store. Frustrated beyond belief, I decided to just drive to the North Charleston store in person. The response was pathetic. No apology, no offer of a solution. The so-called manager didn’t seem surprised at all and told me to "Google the General Manager’s name and email them." Really? That’s how Best Buy handles things now?

To top it off, two employees admitted that since CEO Corrie Barry took over, Best Buy doesn’t care about customer service anymore—only about profits. This whole experience has been a nightmare. Yes, I could return the TV, but at this point, it’s not even about that anymore. It’s about warning people: Best Buy doesn’t care about YOU, they care about YOUR MONEY. And frankly, it’s beyond...