Category: | Electronics Store |
Address: | 6315 E Southern Ave, Mesa, AZ 85206, USA |
Phone: | +1 480-807-1900 |
Site: | stores.bestbuy.com |
Rating: | 3.3 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–8PM |
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Joe SprOckEt
Purchased a soundbar from Best Buy, then didnt even open it for a couple weeks. (I was moving to a new place, and figured Id open it when I was ready to set it up.) After putting it in, it sounded awesome. My wife didnt really care about it, so I was really the only one to use it. After about five times, an hour each, I couldnt get any sound from it. I tried every input, to no avail. When I took it to Best Buy, I was told it was out of the return window. (14 days?!) Fine, I went through the Geek Squad, and they sent it to be repaired. They kept the soundbar, the subwoofer, and the power cables to both. After two weeks, I received an email telling me that it was shipping (from Chino, CA to Mesa, AZ). I was expecting a phone call or email to tell me it was ready for pickup, but it never came. I decided to stop by and see what the hell was taking so long. When I spoke with the Geek Squad, I was told it was still shipping. It had been nine days. :| I had literally been to California and back in that time. Pony Express would have been faster. I had to damn near yell at the guy to have him check the back, and another Geek encouraged him to see if it was there. Sure enough, it had arrived in a shipment that nobody had bothered to catalog. He gave me the soundbar and the subwoofer, and wanted me to sign saying that I had received my product and was satisfied with the quality of the repair. Um, I hadnt tested it yet... I told him I needed to test it. He advised me we couldnt test it because we didnt have the power cables. (Mind you, this is the same Geek I gave them to over three weeks previous.) I reminded him that I gave them to him, and rather than checking, he just argued with me. The other Geek found them and we plugged it in, and tested it without issue. I took it home, installed it, and played music on it that evening for about four hours. The next morning, it didnt work again. I immediately packaged it all back up and returned to the store. I insisted that they replace it, and they insisted that they wouldnt. After half an hour of arguing with them, and getting loud, disrupting customers, and encouraging them to shop elsewhere, I was told that they would go ahead and exchange it. Best Buy has lost all my business, and this location is staffed by at least one incompetent Geek, with no capacity for customer service.
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A Private User
I was on vacation last year and had to purchase a digital camera "in a hurry". I went to Best Buy and knew more or less what I was looking for. A Canon Elph digital camera, similar to and compatible with the one I had. I wanted the battery and memory card to be the same as what I had, for obvious reasons, and mentioned this to Best Buys "associate". In brief...in the end I was guided to buying a certain model, and really didnt look at it very carefully, I assumed the young man assisting the sale had heard what was said and was aware of the memory card, battery issues. But that was wrong...when I opened the camera box literally 10 minutes later I found that the memory card was not compatible (SD versus Compact Flash). I went back into the store (again, this is within 15 minutes)...and was told I could not return or exchange the camera without a 10% "restocking fee" being charged. Which was about $25. I strongly made my case...that their salesperson had not listened to my issues, that I wanted to look at other cameras with the compatible memory, that this had all transpired within minutes, the box had barely been opened... And they were completely inflexible. No admission of wrong, no interest in accommodating. In the end, I returned the camera, paid their "fee" and went to a Ritz Camera store and found the right model, essentially the same price, an all-around better experience. Im not saying I wasnt "at fault" for not being precisely aware of the memory card issue (I certainly am now) -- but their salesperson should have been much more aware than I was. And I believe thats supposedly one of Best Buys claims... their people are so knowledgeable and helpful. My experience was the opposite. Finally, I addressed this issue "corporately"...I wrote directly to the company, told them I thought their policy was unfair, particularly in this circumstance, relative to their representatives actions. I said, basically, your policy robbed me of $20+. They offered no resolution whatever. The tone was simply, "thats our policy, thats your problem". So, I would, and have, avoided Best Buy altogether since. I think theyre a "price leader", fair enough, but not one at all interested in customer service or satisfaction.
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Josue Romero
I wanted a certain product and called beforehand to see if it was available in the location I was nearest at. They told me that it was, and that I could go ahead and order it online for pickup, and that I could pick it up right after I had finished eating dinner. (I was out for dinner and the best buy was near, so i thought I would knock two things out at once by calling beforehand so I wouldnt go in vain.) I get there and they tell me that they are having trouble "locating the product". They tell me to wait a while and then after about 10 minutes they tell me to come tomorrow. I speak with someone else because I lived about 20 minutes out and didnt want to come back. They tell that they will try again and tell me to look around the store for about 10-15 minutes, and that they will notify me personally about the status of the product. About ten minutes in of looking around, I receive a message from the AUTOMATED system saying my product wasnt even available at the store. I show it to them and then they just kind of say "yeah its actually not here". So I try to get them to order it for me with at least overnight shipping for making me wait so long and for technically lying to me by saying they have it (I called the location beforehand and even checked online to make sure it was there) and they wouldnt cover the fees for overnight shipping. I understand that Im not entitled to that but if I really wanted to order it online and have it arrive to me in normal shipping I could have done it in the comfort of my home, not drive 20 minutes out to have someone else do it for me. Terrible communication and customer service. No one seemed to know what was going on and whoever did did not communicate it with the rest of the crew. Best buy will probably not be getting any of my money anytime soon.
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Charles Bristow
On friday my family became eligible for Sprint 24 month contract upgrade, 4 phones. My family had decided to upgrade to (3) Gs7 and (1) Gs7 Edge. I sent my son into this location to check availabilIty and pricing of these 4 phones for 24 month contract upgrade. He spoke with the cellphone manager, who confirmed all 4 phones in stock, available for 24 month contract upgrade and price of each. After my workday ended (830pm), my family went into this location. We were greeted at the cellphone area by a nice young woman. I informed her my sons had been in earlier and we were here to upgrade our phones. She went to check that the phones were in stock. She returned and said all 4 were in stock, but she could only upgrade 2 on the account. I asked why and her response was new release phone are restricted to 2 upgrades per account. I requested to speak to the manager. After several minutes, she returnef with s msn who identified himself as the building manager. He informed me of the 2 contract upgrade limit. With some questioning he related that it is a Bestbuy system limit, not Sprint. He futher stated it carried over between locations and Bestbuy online. Additionally, it would be 90 days before phones 3 and 4 could be upgraded at Besybuy. We left without any phones, wondering why the building manager let a $2500 sale walk away. At home, I went to Bestbuy online to try the system. The online system only processes one phone upgrade at a time. So, I had to wait until after activating phone 1 to process phone 2. Saturday, I called the Fiesta mall location. Phones were in stock. We went yo Fiesta mall location and upgraded all 4 phones without any issues or mention of limits.