Subject: Formal Complaint - Unresolved Refund and Lack of Communication I am writing to formally express my disappointment and frustration with the handling of my return and refund with Best Buy. On January 13, 2026, at approximately 5:11 PM, I visited a Best Buy store to exchange an item. I received a credit for the returned product and used that credit to purchase another vacuum cleaner. Unfortunately, that vacuum did not work out. On February 9, 2026, at approximately 4:26 PM, I returned the vacuum to the store and was informed that the refund would be issued back to my original form of payment. I was told that once the item shipped, I would receive a confirmation and my refund would be processed. A few days later, due to what appeared to be confusion with the packaging or return process, the vacuum was mistakenly sent back to my home. I then returned to the store again on February 16 at approximately 5:11 PM to bring the item back. During that visit, Assistant Manager Edgar (Florida City location) assisted me. I want to acknowledge that Edgar was professional, helpful, and understanding of my situation. He took the time to listen to my concerns and advised me to follow up if the refund did not process. He even provided his business card. However, despite his efforts, the issue has still not been resolved. I have attempted to contact the store multiple times and have been unable to reach anyone. Now it is March 9, 2026, and I still have not received my refund of over $500. Since then, I have spoken with four different Best Buy representatives, and every single one has given me different information: One agent told me the refund was processed. Another told me it should appear on a gift card. Another said it was a different gift card. Another said to wait a few more days. Two weeks ago, I was told to call back if the refund did not appear -- and when I did, I was suddenly told that the purchase was made through a Best Buy Marketplace seller and that Best Buy could not assist me. This is extremely concerning because this was never mentioned during my return process, nor was it explained to me when I exchanged or returned the product in store. Additionally, I purchased this item directly through the Best Buy website, and at no point during my interactions with store employees or customer service was I informed that I would need to resolve refund issues with a third-party marketplace seller. The only notice I later found in an email stated: "For further assistance, please contact the marketplace seller directly through the Message Center, which can be accessed on your order details." However, Best Buy does not clearly communicate to customers during the purchase or return process that they may be dealing with a third-party seller and that Best Buy may not be responsible for refunds. If I had known that purchasing through the Best Buy website could result in dealing with a separate third-party seller for returns and refunds, I would never have purchased the product. After being a Best Buy customer for over 15 years, this experience has been incredibly disappointing. The lack of communication, inconsistent information from multiple representatives, and failure to resolve a refund of this size is unacceptable. At this point, I feel as though I am simply out over $500 with no clear resolution. I am requesting that Best Buy: Immediately investigate this matter Provide a clear explanation of where my refund is Issue the full refund owed to me This situation reflects very poor customer service and internal communication, and it has unfortunately damaged my trust in Best Buy as a long-time customer. I sincerely hope this matter can be resolved quickly. read more

This Bestbuy is amazing. A employee named John helped me purchase Meta Glasses for my wife for Mother's Day and he was both very helpful and welcoming. He was also very knowledgeable about the product. It does way more than I anticipated. I highly recommend this Bestbuy, as well as the employee John. Thank you John. read more

Best Buy - Electronics Near Me - Florida City, Florida

I called the store regarding an issue I have where my MacBook, which was purchased here, is not turning on. I make an Appointment with the geek squad. I come all the way here for them to tell me they cannot help me because it doesn't even turn on. They tell me to go to Apple. I told the guy over the phone and he told me they could help me. And nothing. What a waste of time! read more

Exceptional Service - The Reason We're Loyal Totaltech Members We've been coming to this Best Buy location for years, and every time we walk in, we're reminded exactly why we keep coming back--and why we proudly continue to pay the premium for our Totaltech membership. This visit was no exception, thanks to the truly exceptional service from Dale, Hector, and their manager Daniel. From the moment we walked in, we were greeted with a warm welcome and genuine hospitality. The store was immaculate. The atmosphere was professional, yet friendly and approachable. Dale and Hector were both incredibly helpful, knowledgeable, and patient--answering every question we had with care and never making us feel rushed. Their teamwork was seamless, and it was clear they genuinely wanted to help. When things required extra support, Daniel stepped in with the kind of leadership and poise that sets the tone for a strong team. He treated us with respect and made sure everything was handled thoroughly and professionally. Every staff member we encountered made us feel valued as customers. It's this consistent level of above-and-beyond service that keeps us loyal--not just to this store, but to the Totaltech program as a whole. We're more than happy to continue paying for the premium experience because they deliver on it. Huge thanks to Dale, Hector, and Daniel--you're the reason this location stands out. You've earned our continued loyalty and we're grateful for all you do. read more

Horrible customer service. Be ready to wait 30 min ti be helped. Everytime I decide to shop at this store has always been the same.

ALYSSA IS GOATED!!!! shes the sweetest smartest most kindest angelic saleswoman in the world. I needed a new phone today and she guided me so well through the credit application process, BEST DEAL EVER!! i got the perfect phone for me! THANK U ALYSSA she deserves more recognition! read more

Just got a car stereo installed in my old Land Rover. Xavier did an awesome job. This guy is not only extremely skilled but he loves his job. I'd recommend him to anyone. My installation was beautiful!! Thank you Best Buy! Thank you Xavier! read more

Best Buy is the worst. Since December of 2024 I have been promised a cooktop install. Every month they came to measure and I was promised a specific cooktop by the design team. Every time the cooktop did not fit. Now I encouraged the installers to determine which cooktop to choose and they recommended I install a newer version of the same one I currently have - Kitchenaid. So now they promised me the cooktop would be installed, without fail, by June 17th. Then they sent me an email to tell me it was moved to June 24th and without fail, it would be installed. Now I got another email telling my it is "expected" by July 1st. We are now going on +7 months delays. Best Buy is a disaster. read more

Because the new iPhone 14 Pro no longer has a slot for a physical sim, I needed a 2nd (unlocked) cell for when I travel to Europe (Spain). My cell service provider, Orange, in Spain, does not offer esim capability. I have the Orange sim on my desk ready to go for when I travel later this week. I checked the Best Buy website and saw they had a "renewed" unlocked iPhone 8 in stock for $189. Great! Ahmed helped me and had to locate the phone. Purchase was easy. You can return it for a $45 restocking fee, or for free if it is defective. This was an inexpensive way to solve my connectivity problem while outside USA. I charged the iPhone in my car on the drive home. It started out at 37% and only reached 51% by the time I was home an hour later. In Settings, I checked the battery status. It said the iPhone needed service and the battery needed exchanged! I called the store, but their calls go to a call center where ever. The man at the call center was unhelpful. He said I had 14 days to return the iPhone for a refund IF it was defective. I said I would need to exchange it. He said there was "no more inventory" and I could get a refund and buy a more expensive phone. I asked if Geek Squad could simply replace the battery. He said they didn't carry batteries "for those old iPhones." I said, "I just bought it 2 hours ago." He was completely unsympathetic and said my only option was to return it for a refund and buy a (more expensive) different iPhone. Luckily where I live, there is a business that repairs all Apple iPhones, iPads and computers. I texted the owner and he said he could exchange the depleted battery in 10 minutes for $70. As I need the iPhone for travel, I bit the bullet and $70 later, the iPhone has a new, fully functioning battery. I chose to buy the unlocked iPhone 8 at Best Buy rather than off eBay for less because because it is a "brick and mortar" store with a decent reputation. For me, this was not the case. Horrible customer service. read more

Best Buy - Receipt from my defective purchase. - Electronics Near Me - Florida City, Florida

Omg worst customer service ever. I guess if I was a female wearing a short skirt I would have got more help. Can't believe how they stay open with all these employees standing around but no one can help. 3 people left while waiting . This is ridiculous read more

Best Buy - People doing nothing - Electronics Near Me - Florida City, Florida

Tried looking for an item, and I couldn't find it, I walked to the front and asked for help. Employee named lurch was just hanging out on his phone. I asked about a product and he told me it's in the back. No shit! That's why I can up here to see where the item is at. There is no customer service here at this Best Buy. I came back to the front to leave and it's like a hang out. Everyone is on their phone and just hanging out. Why aren't they in their dept? read more

Gonna update my review upward due to my recent experience at my local Best Buy....mostly because of the ease of access they have for people with problems walking. As many people I know should know I recently had foot surgery which has kept me from really going out anywhere near as much as I would like. It's hard getting around anywhere when you can't walk...forcing me to move around on a knee scooter and that's difficult to do in stores and restaurants. I had no choice but to go to a store because my printer stopped working and I needed a new one. I decided to come to Best Buy because I found a great deal on a new canon printer. I was worried though how I was going to be able to go around the store and my brother came along to help. This Best Buy though had a cart made for people with difficulties walking....please see my pictures. It incorporates a seat and allows whoever they come with push the cart. The store employees also were friendly and helpful during this purchase... kudos Best Buy thanks for helping me. read more

Best Buy - Electronics Near Me - Florida City, Florida

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I'm here at the store after weeks of planning a car radio install with the parts I needed to purchase only to be told the pieces they needed to order are not available and I will need to wait until they arrive. This is unacceptable and I am beyond livid. I've wasted my time and effort here and am no closer to getting what I need done. The customer service has been less than desirable, they want me to give the name of the person who helped me and I feel like they waste time instead of getting the problem solved ASAP. Manager has been quick to look busy but not get involved in solving the problem. read more

Where else does one go for electronics and Flat Screen LCD's since Circuit City closed, and Amazon is an online store!? BEST BUY! This is my go to store for all my electronics needs. I'm on their Rewards Programs which kicks back money to me for simpler purchases after I accumulate large purchases. Plus, after a certain amount there are levels to the program which affords levels of benefits. Like extended Return dates, special shopping deals and exclusive online blowout events. This store is located right on US1 in Homestead before you start hitting the Keys (like in 10 mins drive). So if you forget something digital to capture those memories, stop by and get it. They have really good employees working there. Some for years, which says to me the company is taking care of them, somewhat. It is a retail store and they have to sell products. So you really are selling to make someone else rich. So, I'm not sure how much advancement opportunities there is for these faithful employees. But the loyal customers like me benefit from their competitive prices and great stock of the products (except for the Amazon FireStick TV). Lol read more

I made a reservation on line for repair service. Even though I had the reservation I still had to wait 20 minutes. When I finally got some help I was told they don't do the repair I needed (switching out a battery on a Samsung Tablet). Horrible. Why wouldn't they just add to their site the services they do and don't do. Won't be back. read more

Place an order on Nov. 22 for the new PS5. Got the order placed and paid for with no issues up until it came to get picked up. The pick up date was Nov. 29, but the morning of that day, not only do i get a text stating that my order was ready (which was fine) but a few hours after that i get a follow up text stating that my order was on the way to me at curbside to get picked up. Problem was that i was at work. I try and call, 30 minutes on hold. My husband had to go to the store, with our infant child in the middle of this pandemic. When he gets there the only 'GM' available was a man by the name of Angel Gutierrez. A GM wearing Geek Squad uniform. He was extremely rude to my husband. Left him and got lost in the alleged attempt to fix the problem. When he finally reappeared 30 minutes later he very rudely hand the gigantic PS5 box to my husband who is CARRYING OUR INFANT. A few minutes after my husband left the store, i received a call from a female informing me that she was part of the inventory team and needed my husbands number in order to update the serial number of the product we actually received and after it is updated i would receive a receipt detailing the entire transaction. Fast forward a few hours, i am done with work but have yet to receive that receipt so on my way home i decided to go to the store. At which point i am met with the same person, Angel Gutierrez, who was rude to me this time. I requested the receipt of the transaction but he just kept on blowing me off telling me it was all going to have the same information. To which i asked how that was possible considering the call i got from the inventory personnel? He then stated 'you can go and make the line and request the receipt but it's going to have the same information as the original order' again i said that can't be because I GOT A DIFFERENT ITEM than the one that was originally held for me. Then he said he can guarantee it would all be the same. I realized i was not getting anywhere with him so i did decide to leave the store at that point since he seemed determined to just be rude and stand his ground regardless of him being in the wrong. Now initially when i received the text that my order was getting ready for curbside pickup, the text stated to have my 4 digit code ready. I never created nor received a code to say at the time of pick up. Which only leads me to believe that aside from Angel being rude, an associate did this intentionally. Maybe someone offered him/her compensation to bring out a console meant for someone else. That's THEFT. When i spoke to Angel myself he did mention that CCTV was reviewed and although he couldn't release any of that personal information to me, it was reviewed. I hope he was not lying. Whoever did this needs to be reprimanded accordingly. Also this also occurred in the Best Buy located in Florida City. read more

So my all-in-one computer (Dell) came grinding to a halt a few weeks ago. I took it in to the "Geek Squad," to see what the problem was. They discovered it right away; it needed a new hard drive. I was very relieved. The fee to diagnose the problem was $99.99. They added something for the part and the labor, which brought the total up to about $200. That certainly is a lot cheaper than buying a new computer. It's been a couple of weeks and it is working just fine so far. In a time when people seemingly want to complain about everything, I thought a positive review would be refreshing. read more

Kevin and Mario in electronics helped me out with a project I wanted to get started for my cars audio system through geek squad, they were patient and went through the entire process with me. read more

We came up to Miami from the Keys hoping to buy a computer and at our first stop- Best Buy we had excellent service from Kevin in the computer department and Charles in the geek squad service center. They both treated us courteously, fairly and were very knowledgeable. The whole process was painless and enjoyable which is pretty shocking actually. read more

Waited 20 minutes to get help asked three times. When finally somebody came he didn't have the key Worst service read more

I came into this Best Buy twice. Once to buy AirPods for myself and then the second time for my partner. The people that work in this location are rude and they treat you like you're in the store to steal. Next time I'll drive further away to go to another Best Buy. read more

I was surprised of this store it is a normal size with everything you would expect to find at a Best Buy. I say this because this is the smallest town I've seen one of these stores in. The store is conveniently located and easy to access with plenty of parking. Order online and pick in store. The email said it could take up to eight hours to fulfill the order, but it was ready within minutes of placing it. The store was appropriately staffed and the wait for pickup was fast. I did not walk around the store, but it appeared to have a lot of stock of items. When I did my online order everything I was looking for was in stock. If you are looking for a niche item that they carry I would check online to make sure they have the inventory. read more

My husband purchased a 43 inch TV and we got it home and plugged it noticed the screen was broken returned it today August 1 . Jason went out of his way to plug in the Replacement TV to ensure me that all was in good working order as well As provided for the inconvenience and additional discount. It is people like Jason and Ruby that made a difference in my experience at Best Buy. Customers always make sure they post a review when upset and I feel it's important to post a review when you're a satisfied customer, I am a satisfied customer and will continue to shop at Best Buy. read more

I've been a Bestbuy customer ever since I can remember, however all that is now over because of this stores policy. I Purchased a mini projector from this location not to long ago. I first looked online and observed many different prices and models, however none of them could be delivered in 1 day. So i purchased a more expensive model at Bestbuy homestead. When I arrived home I discovered that it was an open item that someone apparently returned. The projector had a small scratch on it and the instructions and cables were in disarray. Not happy with my purchase of a "new" projector that cost about $130, i took it back the following day for a refund. I tried to explain to the lifeless brain dead customer service rep that it was an open item that Bestbuy tried to sell as new. She argued with me that it was new when I purchased it, and to make matters worse, she charged me a $24.99 restocking fee. REALLY?? Is business that bad? $24.99 for an open item that's probably been sold numerous times. They're using this projector like a prostitute- sell it, return, $24.99 restocking fee; sell it, return, $24.99 restocking fee; sell it, return, $24.99 restocking fee. Needless to say my family no longer shops a Bestbuy. Now if I want to buy an electronic item, i may go to Bestbuy just to look, and buy the item from Amazon. As an Amazon Prime member, I don't pay for delivery or ANY FEES, including "restocking fees". Bye bye Bestbuy!!! read more

The worst customer support I have experienced, I purchased an extended warrantee on a 65" TV and also have their premium support called total tech. The TV went inoperative in early November. It took two weeks for the tech to come out to visit it - unacceptable for a premium level of service. He said parts had to be ordered, gave me his phone and said to call when they came in. The came in early in December and I have tried to call the number he gave me multiple times and I go to voice mail each time. Now I see they scheduled an appointment for Jan 18. Totally unacceptable! Tried to talk to Geek Squad. After 15 minutes of trying to communicate with someone who barely spoke English, I am supposed to be called back by a manger within 24 hours - we shall see! read more

All-around horrible service couldn't find anyone to help me some of the kids that are working there extremely stock up although I know the Best Buy does not pay their employees good they should in all honesty pay a little more and hire better quality employees worst of all this was not a busy store definitely would never come back read more

I went there for new controllers and a game put when I got there there were no games but the controllers were there

They had the speakers I needed, but the service was a bit slow. the salesman was knowledgeable, until the power went out on the stereo rack. props to the cute girl at the door. read more

. . Disrespectful environment, smells reeks of alcohol main entrance, strong odor of marijuana in the parking lot, I do not feel safe walking the parking lot, inside of store is a circus with no Ring Leader. read more

We'll, I Was pretty happy to find that this location is a good one since it is so close to me. I have had poor experiences with Best Buy stores in the past with customer service and have experienced no such issues here. The employees here are very nice and will generally go out of there way to assist. Most importantly, I have never had any problems with price matching as they will always give me the competitors price when asked. Best Buy stores are getting slaughtered by Amazon, but as long as they continue to price match, they will be my go to for all my gadget needs. read more

The location itself is very clean and organized. Everything seems where it's supposed to go according to their sign and the display for the products is very clean and appealing. As far as the knowledge of the staff, they seem to know what their talking about when it comes to their section. I had a wonderful lady help me find accessories for my kindle. She did not sigh or give any form of attitude when I asked for her assistance while she was actually doing something else. Everyone was very friendly and had no problem answering any question I had. read more

Best Buy - Electronics Near Me - Florida City, Florida

Corporate media tends to control what you hear about retailers. This is one of the only means of getting out the actual performance of a retailer without all the marketing hype. Retailers all always touting policy that matches other stores practices trying to entice the consumer. Most follow thru with little prodding. Not so at this Best Buy. They SAY in their policy that they will match any other local retailer "lowest price", but in reality they don't. In this case, the lower price was Lowes. The lowest price reflected a 10% military discount. Bottom line is, with the discount, Lowes price was lower. Best buy simply..... and I might add rather disrespectfully stated to me...." That lower price is with a Military discount and we don't do Military discounts". When I said that is misrepresenting their low price match policy, she said, " I don't care. I'm the manager and that is what I say." Hmmmm, Literally every other store graciously has a military discount while Best Buy thumbs their nose at the Service. Well, I have shopped Best Buy stores since they came into business......but NOT any more. And it is not because of some few dollars of discount. It is because of their blatant disrespect for the customer and our country's Military. These managers have no regard for customer service or just general courtesy. They just don't get that they are only here and able to have a business because of our great country's freedoms that are in a huge part, a result of our Military and those that fought to protect all of us. Simply a narrow minded greedy business. With today's internet, competition is tight for brick and mortar stores. I will simply offer my business elsewhere where I am not disrespected. read more

I am very disappointed with the service I received not only today but in the past week from this store. I cracked my iPhone screen and have been trying to get it fixed with your company. I understand with the Covid19 that things are tough and harder to accommodate, but I have been patient and understanding to both the employees and company as I too work in customer service. I have called the store about 7 times trying to book an appointment slot as well as try to book online and I have not been successful. The store didn't even answer the phone when called several times. I then tried to go through my Apple care with their employees, and they also couldn't get through to anyone on multiple occasions. I live in the Keys therefore I had to travel 50 plus miles to contact them in person, on this occasion I sat at the counter with a rather rude employee who seemed unbothered to assist me. The young lady from geek squad then came out to help us book an appointment but couldn't do so either. When I asked to speak to a manager higher than her ranking, the same rude gentleman came out and rolled his eyes at my situation. I explained I just traveled over an hour to come and simply book an appointment as I understand the company is rather booked during this trying time. I have been super kind, patient, and now I am rather pissed off because I am not even looked at as a valued customer. I never knew it was so hard to give a company my money. As a highly paying consumer to your business, I have decided that I would rather buy ALL MY ELECTRONICS elsewhere because this is unacceptable and honestly unprofessional. How are you an authorized dealer for Apple if you can not even answer the phone for myself and them? I am also in the customer service industry for my employment and I expected so much more from the Best Buy and Geek Squad family. read more

Best Buy - Worst Customer Service - Electronics Near Me - Florida City, Florida

i love this store because there is never a wait...and they usually have everything in stock like movies and games and music. A big plus is that it is like 5 minutes from my house!!!!!!!! i know this review is short...please pardon me.... read more

I am a frequent shopper here at this best-buy in Florida city conveniently located by my home. Nonetheless, this Best Buy is amazing. Always has what I am looking for in stock and a awesome now friend employee named Cesar is the guy to see. He knows what he talks about, he can sell you just about anything and he's a very professional guy... he treats his "guest" like family. Always making sure we get the best deal for our budget. I've bought so many things thanks to this guy. The front end security all know me and say hello when I walk in always with a smile as well as the great cashiers.. I've never had a problem at this Best Buy and doubt I ever will. Keep up the great management and floor team! read more

We purchased $4800.00 in appliances and had outstanding service from their associate. Unfortunately the service company that Best Buy used to deliver and install the appliances kept rescheduling the delivery and installation to the point we canceled the order and went to a competitor; this poor service from their 3rd party cost them a large sum of money. In addition when we went to cancel the order we were made to wait and took an act of God to cancel the order and refund the money to our credit card! Wonder why Best Buy is performing poorly financially? read more

Small store. Had to go to the Kendal Best Buy for them to Price Match a Student Discount on a MacBook Pro because the Homestead Store would not. Because of these reasons, 4 out of 5 Stars. Store is Never busy except during holidays. read more

This is the closest electronics store to my house and I tend to buy most of my gadgets there. The staff have always been pretty helpful and seemed to know what they are talking about. Like the other reviewers have pointed out, it isn't that big of a store and can get a little busy around the holidays. read more

Orlando with the Geek Sqaud fixed my computer. He was extremely knowledgeable and professional. I would take my computer or any other equipment back there in a heartbeat. Thank you Orlando! read more

Jonathan from the Mobile Department is the BEST!! He is always friendly and knows exactly what is he doing!! He always remembers us when we go in and always greets us with a smile and friendly attitude although he knows when he sees us that we are coming in because something is not right and that we will probably be there for over an hour. But he is always patient with us!!! He truly is the definition of GREAT CUSTOMER SERVICE!! read more