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Best Buy Company, Inc. complaints

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7601 Penn Avenue South, #D6
Richfield, MN 55423-3645 | Get Directions

http://www.bestbuy.com

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Total Amount in Dispute:
$80,331.00

Total Amount Settled:
$1,325.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Although we have received a number of complaints against this company the complaint allegations are typical of what we would expect for this industry and are not such that we would consider them serious.

Complaint Closing Statistics

125 complaints against Best Buy Company, Inc. closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
122	Unanswered

125 complaints against Best Buy Company, Inc.

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3/26/2026

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

3/3/2026

I purchased a Sony Bravia TV, order #BBY01807097828902 which was delivered on October 16 2025. It stopped working on Febuary 26 2026. Best Buy said it is not under warranty. Told me to contact SONY. I tried all morning. No assistance available. No live person to speak to. Best Buy took my money and should return for defective product. Resolution Sought I would like a refund or new TV. It should not have broken down after 4 months.

3/25/2026

RESPONSE: Complaint was not answered Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

2/27/2026

Purchased a w/d set from Best Buy in 12/22 and a 3 yr extended warranty. Problems almost from the beginning. The washer is extremely loud, deep fill doesn't always work as designed, basket rocks, have to stop cycle, rearrange load and restart cycle. Washer basket replaced in 11/23, lid replaced in 4/25. Dryer needed servicing in 3/25 for noise and not drying loads completely, tech diagnosed noise as hard small lint balls. These were all performed by a third party Authorized repair company. On 12/29/26, prior to expiration of my 3 yr warranty, I contacted BB regarding the constant washer issue and continued dryer noise. Instead of assigning the issues to the third party again, it was assigned to BB GEEK Squad techs. On 1/7/26 Mike arrived to diagnose each problem, he stated the noise from the washer was normal, and leveling would correct the rocking of the basket., dismissing the fact that the issue was the same issue that constituted the basket replacement in 11/23. (Washer was level). Mike diagnosis- front and rear bearings would rectify the dryer noise.. 1/20/26 two GS techs were assigned to install the bearings, in the process they discover both the dryer drum and heating element were rusted; replaced on 1/29/26. I have contacted BB and escalated multiple times requesting a replacement. The noise persists, 2 appts were scheduled and cancelled without explanation, 2/20 &2/21. BB is refusing to honor 90 day warranty or replacing in light of 4 major pts needed. Resolution Sought In light of 4 parts, no additional warranty other than the 90 day promised, I'm concerned that I will need to purchase a new dryer. The 4 pts did NOT stop the noise, it's actually worse since GS techs were assigned. The two techs seemed to be learning on the job, the most basic tasks took more time than it should, fumbling through removing and installing parts. One having to give instructions to the other. Nearly 4hrs total spent during the two visits.

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