Best Buy — Local services in Town of Islip

To Whom ever this may concern,

I am very displeased with the online services that your company has offered me. I placed a order online at 4:13pm on 12/20/17 to be picked up in the store by me. The money was debited out of my account at 4:13pm online. I went to the store to pick up item, I was told it takes about an hour for the money to be transferred to store in order to get the item. The manager was very friendly and wanted to help me so he pulled my item immediately. The store rep told me to come back in an hour and I should be able to pick it up... ok that’s fine I understand. I come back at 5:20, I wait on the pick up line. I reach the rep by 5:25pm and she tells me my item was placed on a financial review hold. That’s interesting since the money has already been depleted from my account by your company. She then directs me to call customer service for online to get the hold off in order to take my item which is already at the counter. So I proceed to call customer service and reiterate what the rep has relayed to me. The online customer service rep proceeds to tell me that the store rep has fed me misinformation and the item is not on a financial review hold and directs me to hand her the phone to speak with her. Ok, so I get back on the pick up line and hand the store rep the phone... They converse for about 4 minuets and hang up. The store rep then tells me the money just hasn’t hit their system yet but there’s no hold on it, it should be ready in another hour or so... it’s Because of the holidays. Ok, so let me get this straight.. if I would of just came in and purchased it, I could of received my item faster... but because I decided to purchase it online and pay for it ahead of time to just come in and get it.. I have to wait hours for the money to transfer to store???!?? Wow that makes a lot of sense. I surly wish I would of knew this before... I would have never!! Placed the order online. Ok, so the store rep tells me I’ll receive a email when it’s ready and the store closes at 11pm. This is just great!! I bought this as a birthday present and now I have to go to a party empty handed. Fast forward, I’m at the party constantly checking my email on my phone even up until 11pm and still my item is not ready!!! Are you serious!!??. I wake up 8am 12/21/17 still no email..... highly disappointed!! Would not recommend online store pick up to anyone.

-Sincerely One...

Bait and Switch Open Box - Disfunctioning Items and Terrible Customer Service at [Best Buy Bay Shore New York Location]

I am writing to express my extreme dissatisfaction with a recent open-box purchase at the [Best Buy Bay Shore New York Location - Bay Shore, NY] on July 28, 2025. I purchased an open-box desktop computer, and upon opening the box at home, I discovered that the included keyboard and mouse were disfunctioning.

This is unacceptable. Open-box items should be inspected and clearly labeled regarding any disfunctioning components. The fact that these essential peripherals were absent renders the desktop virtually unusable without incurring further expense.

The situation was compounded by the appalling customer service I received when I returned to the store to address the issue. I spoke with a manager named Kim, who was completely unhelpful and dismissive. She refused to provide a replacement keyboard and mouse, stating that I "already paid less" for the computer. This is not an acceptable excuse for selling disfunctioning merchandise. The lower price should reflect the potential for minor cosmetic damage, not the absence of critical components required for basic functionality.

Kim's attitude was unprofessional and showed a complete disregard for customer satisfaction. Instead of attempting to resolve the issue, she implied that I should be grateful for the "deal" I received, despite the fact that the product was not as advertised and required me to spend additional money.

This experience has left me incredibly disappointed with Best Buy. I expect a higher level of integrity and customer service, especially when dealing with open-box items. I believe I am entitled to receive the disfunctioning keyboard and mouse, or a partial refund to cover the cost of purchasing replacements.

I am requesting a formal investigation into this matter and a satisfactory resolution to this problem. I will also be sharing this experience on various consumer review platforms to warn other potential customers about the risk of purchasing open-box items from Best Buy, particularly at the [Best Buy Bay Shore Location] with its demonstrably poor...

Worst buy.

I bought a lemon of a computer. We went back and forth from Geek Squad like a yoyo, with them constantly telling us the problem was fixed with the laptop. Meanwhile, the screen would still have flickering issues going past the warranty and eventually wouldn't even power on. After being told by one of those working for Geek Squad there that we could request an RMA from the manufacturer (him being fully aware the laptop is outside of manufacturer warranty, mind), we tried to look at HP's website only to find we could not do such a thing. We were clearly being fed misinformation.

Next, we get the laptop diagnosed for repair by a repair place found on their website (uBreakiFix), and we're told that there was an issue with the system board. That is easily a $300+ part in today's heated PC market if we fixed it ourselves. Who knows how much we would have spent for it out of pocket if we had someone else do it?

One of their own technicians, who we had to set up an appointment with in our house after the diagnosis, told us we had to get reimbursed regardless of a warranty if their repairs didn't fix the issue. He conceded that he did not have the parts to fix it, and told us to go to the store to get a reimbursement.

We went to Best Buy one last time and confronted Geek Squad. The manager for Geek Squad did the same thing you would expect any airheaded bureaucrat to do: He refused to accept responsibility for what the technician said, claimed that there was nothing within the system that could be done, and tried to throw the responsibility to us for not completely submitting to their bureaucratic limbo they call a warranty and repair service. We were given a runaround by multiple employees within their departments, and we're expected to take the fall for ALL of them. In the end, we're out of $800 and the supervisor gets to protect his workers who exploit good nature and time to make a quick buck. Way to take responsibility, manager. I'll be sure not to waste my money here any...