Best Buy — Local services in Monroe Township

If I cold make this ZERO stars, I would. This situation is not specific to this store location; however, I am posting it here.

This company has horrible customer service and basically just committed fraud on my credit card. On 10/8/24 I noticed a charge on my credit card dated 9/23 for $39.99 from Best Buy for Trendmicro yearly plan. I did not authorize this charge, and in fact, it was a reoccurring charge placed over a year ago by my now ex-husband, which I knew nothing about. The notice of this plan and it's charges did NOT come to me, all correspondence was emailed to my ex husband's email account. When I got my CC statement on 10/8, I contacted Best Buy at 1-888BESTBUY and spoke with Angel. I asked her to remove the charge and cancel the auto-renewal. Angel informed me that because the plan was NOT in MY NAME, she cannot cancel it, nor can she refund me the money or stop the auto renewal. After 10 minutes of trying to explain that this is NOT HIS CREDIT CARD it is being charged to NOR do I even have the ability to USE this plan, she would not remove the charge or cancel the subscription, nor would she transfer me to a supervisor. She told me that she must contact the "holder" of the subscription in order to cancel it---ie: my ex husband. She confirmed his phone number and she said she tried to call him but he didn't answer, she stated she left a message. Angel said she would continue to attempt to contact my ex husband to cancel this subscription....which I'm certain she did not. Immediately after hanging up with Angel, I called my CC company, Bread Financial/Comenity and filed a dispute. On 10/25, my CC company closed the dispute stating the reason was b/c this was A RENEWAL and a REOCCURRING charge. I contacted my CC company at 4:15 pm to advise that this is NOT correct and the charge was NOT made by me. After an hour on the phone w/ CS rep, Sandy, and a CS supervisor, Tonya, the credit card company refused to open another dispute or remove the charge and stated I needed to contact the merchant (Best Buy). So on 10/25, at 4:59 pm I called Best Buy, spoke with Dee who did nothing except attempt to contact my ex husband via telephone to see if he would agree to cancel the subscription, etc. She told me the same standard speech that Angel told me on 10/8 and attempted to contact my ex-husband via telephone. She stated when she called he did not answer. After several minutes of getting nowhere (again), I asked to speak to a supervisor, I was transferred to Josh, who did nothing as well except attempt to call my ex husband and see if he would agree to cancel the charge. He did not answer. Josh continued stating he understood why I was upset but he could do nothing b/c the TrendMicro subscription was NOT in my name. After MANY times of explaining this is NOT my ex husband's credit card, and I did NOT authorize this charge nor do I authorize the future charges from this subscription, Josh stated "my hands are tied there is nothing I can do unless your ex husband contacts us to cancel b/c this is in his name." Josh stated he could not stop the reoccurring charge without the authorization of my ex husband, even though the charge is ON MY CREDIT CARD. THIS IS FRAUD! Both my cc company and Best Buy are terrible. I will be canceling my credit card, but BEWARE BEST...

First, I must say, I have NEVER before written an online review. I feel compelled to write this one. I have been a Best Buy customer for over 20 years. I have always found the staff exceptionally helpful and friendly. I have bought three televisions, four computers, at least four I-Phones, a WI-FI system, 2 routers, numerous items such as cords, phone cases, etc., and four printers and many hundreds of dollars of ink. I have been satisfied with my purchases, except for the printers and ink. My last two home printers, (HP) have broken within two or so years of my purchase (and no I did not have the protection plans -- that must be renewed yearly - my bad, but that's not the point). I understand that this product quality is more an HP issue than Best Buy. But I now have many unused ink cartridges that Best Buy won't take back or give me credit for because they are beyond the return dates. So I said, "OK, I'll buy another printer from you that uses the same ink cartridges." Guess what? Best Buy doesn't sell a printer that uses the same cartridges! The mananger said glibly, "Well, HP changes printers every 6 months. Complain to them." He offered me 10% off a new printer or ink. OK, I get that. But I think Best Buy should stand behind their products and not just blow off good customers. After literally thousands of dollars I have spent at Best Buy for my home and business, I am now a former customer! This experience has been very frustrating! So..., I just bought a Canon printer from Staples!...

The people in the store are great! The corporate policies have gone downhill dramatically and is why I give it 1 star. I bought a hard drive less than a month ago, and it bricked on me. I went in to see what they could do, but as two associates stated, they can’t do the 30 day return without a Best Buy credit card or the paid membership. Associates were nice enough to advise me to go through the manufacturers website which they processed a replacement for me within less than one minute. I was going to purchase a pair of desktop speakers afterwards, but since the corporate greed, Best Buy their policies for me to go to manufacture for replacements, I will just go to the manufacturer for my purchases as well (learn from NeeEgg, Tiger Direct and Micro Center) This is absolutely no fault on the store associates! No wonder why Robert Stephens left Best Buy years ago… even as a former agent of Geek Squad, this is greatly upsetting and makes me feel like my badge is only worth a paper weight… overall, just a sad day for the death of a culture crushed by corporate greed. The Geek...