Customer Ratings & Reviews

I recently went to Best Buy knowing my total tech card on file needed updating. I went in to swap 2 broken Xbox controllers that are covered by Total Tech. I was supposed to be grandfathered in at a lower price than the new price change. The cashier had me swipe my card 4 times in attempt to change payment. Her manager then tells me to get the app and to try on there. Doesn’t work and they instruct me to try at least 3 times. Same manager then informs the cashier she has to call a number. Instead of calling like she was instructed, she passed the buck to me and had me spend 45 minutes reaching out from inside their store to change the card. They then charge my card and tell me good to go and swap my products. I get to the front and show them my account has been charged 9 times. About 3 of the payments came back same day (spoiler, 5-6 payments didn’t come back for another 5 days). I was told by the cashier that Total Tech wasn’t showing yet so I cant swap my controllers until another day. I asked if there was any management to help me since this seems wrong that i paid 9Xs more than i should have and don’t even get to leave with new controllers. They say only way to deal with this is through an 888 number. After about 4 phone calls and 2 agent chats through their website and app, i was livid. We came to no resolution where management thought there was no wrongdoing requiring customer satisfaction since it looked on their end like i will get my money back at some point. This company clearly feels they can do anything they want to their customer and that there will be no consequences. The agent I spoke with through the app ensured I would recieve an email the following day. That email NEVER came to this day. I called very angry and demanded top dog who can do something. They tell me I need to speak with the manager at the store to resolve this. The same manager that the store employees earlier stated couldn’t do anything to help my. I then show up to the store and speak with the manager who has minimal patience for customers with issues of this magnitute. He ACTUALLY said “you know what dude, it’s been about 45 minutes of this and i’m starting to get frustrated” when I then had to remind him I have been dealing with $1800 missing for OVER 5 DAYS and I was going into the weekend with an overdrawn account (which I had to figure out seperately). The only resolution (if you can call it that) was the manager trying to get some money available to me for the weekend through diminishing my equity in what is currently being covered. This means that he gave me a $60 gift card subtracted from what electronics i currently have covered. If i want to swap my $160 headphones that are covered by Total Tech, now they will be only covering $100 because they gave me $60 of my own equity to “make this right”. It should speak volumes if a Best Buy corporate rep can see this and not think they need to remedy this situation immediately in a BIG WAY for all of my troubles and the time I poured into this. Every single person through every step was rude, dismissive and seemed to uniformly know that customers are always wrong. DO NOT GO THROUGH BEST BUY TO COVER YOUR TECH!

I paid the fee for the total tech for just in case situations, i have numerous products that ive purchased with bestbuy. I figured why not you never know. So the time came when my expensive tv failed on me, i decided to call them up and schedule an appointment. Marlene the agent who was show up, never did. 4 different times i scheduled and the person never shows and never called. She instead reshedules it a few times without my consent. So i am requesting a full refund and advising customers in the bronx NY to avoid purchasing anymore products from best buy. Especially pricey gadgets etc that will probably need a reliable warranty service. Its a shame i spent thousands of dollars because i trusted best buy but this situation left a really bad taste. Ive filed complaints and will take action i have proof of appointement made and cancellations and also complaints ive made, chat transcript etc….