Customer Ratings & Reviews

I am extremely disappointed with Best Buy’s customer service and the way this situation was handled. I purchased headphones for my brother under my name and had them shipped to his address in the Bronx, New York, since I currently live in another state. The package was marked as delivered, but the delivery driver simply took a photo of the package outside the building and left it there. The package was never brought inside the building or delivered to the lobby, and it subsequently disappeared. Fortunately, the building has security that keeps records of package deliveries. After asking them to check their records for the date and time of the alleged delivery, they confirmed that there was no record of anyone delivering a package under my name. This strongly suggested that the driver never even entered the building and simply took a picture outside before marking the order as delivered. I contacted Best Buy’s customer service, provided the delivery photo, and explained what had happened. I was assured that this should not have happened and that the issue would be resolved. A replacement was supposedly arranged, and I even requested that the delivery be changed to my brother’s name and that the package be properly delivered inside the building. However, days passed, and the replacement never arrived. I eventually changed the order to store pickup, but even that was never completed. For nearly two months, I spent my time calling, sending messages, and repeatedly following up, only to receive explanations that the issue was an error in the delivery system or that something had not been properly recorded. After all that time, I received a final message stating that a refund had initially been processed on July 14, 2026, but was later denied because Best Buy’s internal team determined that the item had been successfully delivered to the correct address. They then referred me to the delivery company, Roadie, and suggested that I contact law enforcement if necessary. How can a company claim that an item was successfully delivered when the package never reached its intended recipient, the building’s security had no record of the delivery, and I had already provided evidence showing that the package was left outside? Instead of taking responsibility and providing a reasonable resolution, Best Buy left me chasing answers for nearly two months, only to ultimately deny my refund and redirect me elsewhere. What makes this even more disappointing is that I was not a first-time customer. I had previously purchased my laptop and several other items from Best Buy, which is why I trusted the company in the first place. I genuinely believed Best Buy was a reputable and trustworthy retailer, but this experience has completely changed my perception. I wasted my time, had my money tied up in an unresolved order, and had to repeatedly explain the same situation without receiving a satisfactory resolution. Customers should not have to spend two months fighting to resolve a problem caused by a failed delivery. This was an unacceptable experience, and I am extremely disappointed in the lack of accountability, communication, and customer care. Based on how this situation was handled, I will seriously reconsider whether I can trust Best Buy with future purchases.