Customer Ratings & Reviews

Came with a already used game code, contacted bestbuy, and have been jumping through hoops ever since

Psvr2 came in great SHAPE. However, the bundle shipped with a scratched off code the previous owner decided to steal and lie about being valid. Best Buy has no procedure for partial refunds or replacement codes. The customer service (both chat and phone) will stick you in an AI deathloop because they have no power to help you. One of the two products that make it a bundle is missing, and their solution was to try and force me into a full return of the expensive hardware in the hopes they get it right next time--not very likely given the other reviews. They then told me I could contact a physical location or take it to one. Well, you can't contact a Best Buy store because all of their location numbers now route to an AI which loops you back to the dead end call center. After finally reaching them through Geek Squad I was told I could come in and maybe a manger could do something for me, but they couldn't check. I live over an hour away from Best Buy. Why else would I have ordered online? Anyway, they were going to keep my money until I left a lengthy review on the app store about them stealing my money. I was then directed by their app team to contact the social media team, and was finally given a paltry refund of $30 rather than the $60 value of the game. I guess it's better than nothing. I conclusion, I won't ever buy anything Open Box from Best Buy again. If something ever goes wrong with the hardware, and I need to use my warranty, I highly suspect I'll be left to twist in the wind by a company who was ready to pocket my money after failing to provide me with the digital item I paid for. CONTACT THE SOCIAL MEDIA TEAM OR LEAVE A NEGATIVE REVIEW ON THE APP STORE IF YOU WANT ANYTHING TO BE DONE ABOUT REFUNDING DEFECTIVE CODES.

Do not buy! The controller strap broke while playing and there is no way to reattach it, when the strap broke it sent the controller flying and now the controller does not work properly. Trying to get anybody from PlayStation support department to replace/repair it has sent me in circles as the 800 number does not give support hours, they appear to never be open, and there is no support form online you can fill out to start the repair process. Biggest issue right now is you cannot buy replacement controllers you have to buy the whole system again, so even if I was willing to buy a new controller I can't. I basically have $600 paper weight at this time. If you do dare to buy purchase the BestBuy warranty.

Purchased a new (not open box) Horizon Call of the Mountain bundle and I was hit with the dreaded sense controller issue where the left controller would not respond to inputs in game. It worked fine in menus and all software and hardware is up to date with updates. Upon researching the issue, this is a widely reported problem with upwards of 30+ “fixes” that arent permanent fixes and need to be done each time you play a game. Some of these “fixes” are several steps long. For $600+ dollars, this paperweight went right back to Best Buy for a refund. So disappointed with Sony as this issue was prevalent at launch and a year later, is still a big problem. And there seems to be no acknowledgment or fix from Sony. Buyer beware!

Do not buy OPEN BOX - Excellent expecting the game to be included. Best Buy does not stand by its own ranking/ Geek Squad certified for it to include everything as new. I purchased this item when the PSVR2 units went on sale this past Sunday and saw an Open Box - Excellent. I received the item but the digital code for HORIZON: CALL OF THE MOUNTAIN had been used. I contacted Best Buy via chat and they said for me to go in-store and they would be able to help me. I then went in-store and the manager said that was a stupid recommendation as they had no codes to give and couldnt do any price adjustments. He told me to contacted chat again and they said for me to call in and primary care would be able to address the issue. The recommendation was as always.....just return it and get a new one and pay the difference (which beats the point of buying an OPEN BOX - Excellent). Great customer service Best Buy....especially as it was their mistake marking it as Open Box Excellent with everything complete. Suffice to say I called in and was on the phone for over an hour and they just transferred me from agent to agent saying they could address the issue. A new code...Nope. A price adjustment because of their mistake....Nope. A store credit to buy a Sony Gift card so I could buy the digital only game on the PS Store.....Nope. Their recommendation was for me to LOCATE a retailer that had it in stock locally (nevermind that one has the base model in stock) and do an exchange. I re-iterated to them that this was their mistake and they basically sold me a used PSVR2 headset.....since no game was included....So why charge extra for a Bundle?? Suffice to say don't believe the other review saying you can get a price adjustment or refund if the game is not included....that is NOT the case.

If I could give this product zero stars, I would. PlayStation is not responsible for this; it’s all on Best Buy. I bought this VR set for my son, who is currently battling stage four cancer. I was thrilled to get his gaming system, but during the delivery process, my package was either mistakenly delivered to the wrong address or simply never arrived. I took matters into my own hands and reached out to Best Buy’s customer service to inquire about the next steps. Unfortunately, they refused to issue me a re-shipment or even a refund. To this day, I haven’t received any positive responses from Best Buy. With no other options, I’ve had to contact my financial institution to dispute this transaction.

Absolutely HORRIBLE. The R2 and L2 buttons DO NOT WORK. I plugged them into Gamepadtester, and there is GRIT **from the factory** in them, which is making it think the R2 and L2 buttons are being pushed when they are not. It went away, and then it came back not long after. So I returned it. And what happens with this "new" VR headset? Same. Exact. Issue. This has been an issue ever since the PSVR 2 released, and sony has promised they would fix the issue. So where is the fix?

Unfortunately, I can't write a review of the PS5 VR2 yet since I don't have it. I placed the order at the Best Buy in Hato Rey on December 6th as a Christmas gift. Today is December 30th, and it still hasn't arrived, and the store can't give me any explanation. I haven't canceled the order, hoping it will arrive in time for Three Kings Day. As of today, I don't know the status of the order because the store NEVER answers the phone. You have to go there in person, and they simply tell you they know nothing.

I returnes this thing time after time! Hardware is horrible!! How could sony put this out with these horible lenses! Feels like your looking trough a stocking! If you have a fully capable pc that can run vr stick with that and get the quest 3! Now some if the games are beautiful and the eye tracking is great but with the type of lenses they decided to go with is just terrible! Please for the live of god stay away! If they updated the build of this product to something that is on par with the valve index structure with the clarity if the quest 3 this thing would have blasted all other headsets out the water but to me it fells like a 700 dollar proto type! Skip it and wait tonsee if the revise the hardware. I dint recomend this to anyone at all.

The one i purchased appeard to have a damaged controller or a non active one. I had to return. But the overall feel was comfortable.

doesn't fit good. It's blurry. And it is not wifi it is tethered.

The game code was missing and Best Buy could care less. They advised that I should return it instead of offering any sort of discount or providing any other alternatives. I definitely expected better support.

Bought the device used excelent conditions and that was not the case smelled like cigarettes and they dodnt have a replacement.

Thought I was purchasing something innovative but came to the conclusion that this device didn’t hold up to my expectations. Sure it had picture it had sound but I didn’t feel as if I were immersed in the game.

It Suck controllers do not work even when set them.

We ended up going through two of these before finally returning it for good. The left controller is extremely glitchy at best. My husband did everything he could to get it to work without having to reset it every single time the game was turned on, but even after factory resetting the PS5 it wouldn't work. For $600, you'd think that Sony would get a patchout to fix the issue. So much for getting him a Christmas gift he really wanted. :(

This thing has so many compatibility issues with psvr games it actually only worked normally with grand turismo cause i didnt need to ise controllers but anything with the controllers and its always a connection issue.

I ordered this bundle open box excellent condition which is guaranteed to have all items included in functioning condition. I received the item with the game code already redeemed. I contacted Best Buy. They would not provide the missing game. They would not exchange for a bundle with the missing game. They presented my only options were to keep it without the game or to return it. I pointed out that the open box excellent condition was supposed to have all included items. They refused to do anything to honor the listing. Completely unacceptable customer service and inaccurate product listing, I do not recommend buying from Best Buy.

Excellent product, but I am not satisfied with the store. If you expected a false review where I say that everything with you is perfect, for your lie contest where no one wins, I'm sorry for you.

left vr controller has issues working in most games. apparently it’s a known issue and is very difficult to get games to work at all using just one working controller