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Repeated Unauthorized Charges and Poor Customer Service

Dear Best Buy Team,
I am writing to express my extreme dissatisfaction with the service I have received regarding my protection plan and the unauthorized charges on my account.
In october 2022, I purchased a phone along with a protection plan from Best Buy. In September 2023, the phone broke, and I returned it to Best Buy as per the protection plan. Best Buy issued a gift card equivalent to the phone’s original value and informed me that the protection plan for the broken phone was terminated. I was also told that if I purchased a new phone, I would need to get a new protection plan, which I did.
However, despite the termination of the previous protection plan, Best Buy continued to deduct payments for it. I was unaware of these charges until I called on June 1, 2024. The representative apologized and assured me that a refund would be issued. Despite this assurance, there was no response for 18 days. When I called again, I was told the issue would be resolved within three business days.
This is not the first time such an incident has occurred. Approximately 1.5 years ago, a similar situation happened where a completed protection plan continued to incur charges. After six months of unauthorized deductions, I called and only then did Best Buy issue a refund.
It is highly frustrating that despite assurances from Best Buy employees about the cancellation of the protection plan, the charges continued. This repeated issue feels like a corporate scam. Customers should not have to waste their time and energy repeatedly to correct an error made by Best Buy. After such inconvenience, Best Buy should provide compensation beyond just the refund of the incorrectly charged amounts.
I hope this complaint will be taken seriously and necessary actions will be taken to ensure such issues do not recur.

Horrible service. I ask the computer tech about a laptop I wanted to buy for school he then went to tell me that the laptop did not operate word which was not true. He then went to another part of the store to talk on his phone. I attempted to get his attention again about another windows laptop that operated word he then told me that laptop was no longer available and just left. I then went to talk to another member at the geek squad desk and waited 30 minutes. There was two employees at the counter and the one available employee just kept looking at me. As the line up started to grow behind me he then asked me after 30 minutes how he can help me. I finally asked him about the laptop and told him about how rude the other employee was. He brushed it off and gave me short answers to all the questions I asked about the laptop. I then called staples to ask about a laptop. Staples provided me with excellent service and I bought my laptop from them. Do your self a favor and do not purchase anything from best buy specifically this location. I will never return to best buy for any electronics or nothing. People can spend a lot of money at best buy they should try being a little more helpful and work on their customer service.

I called in just to ask a very simple question about a ps4 slim 1TB price and availability. My call was answered 10min before the posted business closing time. What do I hear? It sounds like the phone picked up and left on the countertop in a room full of people giggle and laughing with each other. I say, “hello, nothing, I say it again, nothing.” Finally I shouted, “Helloooo!” And everyone started howling with laughter in the background.

It was infuriating, humiliating, and by far the worst thing I’ve ever experienced with a company. Instead of calling, I reached out to their online chat agent. They helped me immediately with my question. That was great. But preceding my question about the product information, I explained me very recent experience, and they say they’ll have a meeting about it to try preventing it!? IT HAD JUST HAPPENED and after calling back shortly after the initial call happened AGAIN! The same people picked up and were continuing to do the same thing!!!

It needed to be addressed immediately and whoever out there is responsible for that needs severe disciplinary action.