Best Buy

Reviews 3

AN

Andrew Brignone

Probably the worst service after the sale I can remember. I bought a new desk top computer system, router and printer, and Geek Squad services to install and make the system operational. This was done as scheduled with one exception. I didnt purchase or have a phone splitter to connect the all in one printer and phone to a single number. I wasnt asked about it either at the point of sale or ordering Geek Squad services. So the technician left me his business card with the invitation to call with my questions how I could later install this connector after I purchased one, which I did the next day or so. After two phone calls to the technician with no answer or return calls to my specific voice mail messages, I went to the Best Buy store in Park City to get the connector installation instructions. After some difficulty finding someone at the store, who appeared to know the answers to my seemingly easy questions what plugged in where, a customer service rep drew a diagram showing what I should do. I did it and it wasnt correct. At this point and for several days, I had no phone service and the printer was not operational. So I thought Id just schedule another Geek Squad appointment to remedy the problem. Thats when a deeper insanity began. I called the store to schedule the follow up Geek Squad appointment. But although the Geek Squad is housed inside the Best Buy store, I was told I had to call an 800 number because the Best Buy store doesnt have access to the Geek Squads scheduling and appointment system. When I called the 800 number and relayed this now lengthy story, I was told to call the store since it was an incomplete or unsatisfactory service order. Believe it or not, when I called the store back, they again told me to call the 800 number. I figured I should talk to the store manager, Eric Morgan who ,surely, could cut through the thicket I was trapped in. No such luck. Although Eric was full of apologies, he didnt do anything to address or solve my problem other than to shunt me off to several other people none of whom, it appeared to me, were communicating effectively with each other because some didnt know the problem and others misunderstood it, although I repeated the ever longer story to each. My last conversation was with Tyler who astounded me by saying that I had ordered a home entertainment system set up but that the technician nevertheless installed my computer system, that the Service ticket was closed and that it was unpaid. At this point I realized I was approaching the definition of insanity--doing the same thing over and over again but expecting a different result. So I gave up dealing with Best Buy and the Geek Squad. I called a local technician who promptly fixed my problem. But thats not the end of this Best Buy experience. I also bought a washer and dryer with delivery and installation. Both were promised in writing by a certain date with a call to be made by Best Buy the day before to coordinate the specific time. This was a no call, no show. My poor wife had to endure countless failed efforts to call Best Buy. All she will get is a very high cell phone bill. All she got were mind numbing excuses, buck passing, and finger pointing among Best Buys undisclosed subcontractors. She never did get a call back from Eric. So after spending thousands upon thousands of dollars t Best Buy for TVs, sound bars, computer systems and appliances, Im done shopping at Best Buy. There comes a point where a reasonable price accompanied by non existent and incompetent service is too high a price to pay. And I wont be spending my money at Best Buy. The message to Best Buy is this. If you expect to survive and thrive as a brick and mortar retailer in competition with internet retailers who have a pricing advantage, you have to offer something the internet retailers cant offer as well. And thats customer sensitive and responsive service. In this respect, Best Buy is worst buy. And good bye from me.

M

M Ann

GROSS DISHWASHERS, NO EXPERIENCE, AWFUL SERVICE! Tried to call store to verify if they had what I needed. While its a local number, it turns out you are routed to a call center with a HORRIFIC phone tree. a. There is a very long message about being out of Nintento that all callers have to listen to each time they call regardless (I was looking for dishwasher!) b. has crazy prompts, as in, if you select sales need, it tells you can do a voice prompt -why would i not just use my computer at that point?) c. well, no one ever answers? I was trying to avoid a 30 minute round trip from in town to the junction (which is better than Salt Lake but the same as home depot) IF they did not have what I needed to see in person. I had been researching online for weeks. I knew I wanted a Bosch or Kitchenaid and had it narrowed down to a few models. Based on online reviews, I knew that I needed to be tactile and such. I entered and told someone my issue with the phone tree and asked for a manager. He could have cared less and explained the call center. He sent an "expert" over to help me. As I was waiting. I opened an $800 Bosch 500 series (on sale new at Lowes for $719) It had detergent all over the door, and was a mess. LIke the floor model was a damaged return? BOSCH take NOTE! It was one of the models I was interested in. The "expert" then tells me that the model next to it is the higher end one. HA. so of course, I am blond and a female. I ask him what the higher end model is? he starts trying to read the long serial number. (I am looking for the 300,500,800). he is clearly clueless!. I l ook over his shoulder. both models are 500. Difference? the higher end has the handle that sticks out (NOT the higher end btw) and the other one is the used one. Then I ask if he has any 800 models. Not on the floor but I can look online. Not so helpful as I already looked online and wanted to see in person to narro down. Then I ask if he has any Kitchenaids? no, not on the floor, but I can look online. Keep in mind, Best Buy has a promotion to install Kitchenaids for free right now AND I told him I was ONLY interested in Bosch or Kitchenaids based on the research I did. So, he walks me down the aisle, well, heres a samsung. Um, NOPE, no way no how. Lost my $700-800 business on the dishwasher. Also lost my business in a small town for all other things they sell. Will NEVER go back.

MA

Maguire Ward

Recently went into this BestBuy to setup a single AT&T line because I was moving to a new location where my current provider wouldnt work. A week later I am back in town, after finding out my current provider expanded their network and they now offer service for me, I decided to return my AT&T device within the return window. The return and cancellation process was not fast by any means. I made the mistake of coming in about 30 minutes prior to closing one night, and found nothing could be done until the next day. I come back the next day to return the device, which took about 45 minutes. I was promptly refunded for my case, screen protector, and any fees and such charged by BestBuy. I was told my phone deposit would be returned within 2 months, mind you a $209 deposit. I waited a week to see if a refund had posted to my cc, nothing showed up, so I contacted AT&T to see how things were running. AT&T had no record of my $209 deposit, or a refund to be issued. I was prompted by AT&T to return to the POS where I paid, and so I returned to the BestBuy. The person who took care of my return assumed they had punched in my cc info directly to AT&T. Even though it was shown that I was clearly charged at the POS on my receipt for my transaction. Did I mention too that when I first walked out of the store with my new phone, I got home only to find a sim card hadnt been inserted? Another assumption I was told. A lot of assuming going on at this store that has costed me time.