Best Buy — Attraction in Columbus

Rating: ★☆☆☆☆

I had a frustrating experience at the Best Buy in Columbus, GA, and unfortunately, it was mainly due to poor communication and lack of professionalism from the staff, particularly Justin in the car audio area, and the call center.

I purchased a radio and installation kit for my Dodge Journey. Justin took the year, make, and model of my vehicle and set up an appointment for installation. However, I received a call later to inform me that the appointment couldn’t be kept because they were short on installers that day. While I understand that things happen, this was just the beginning of the issues.

We then rescheduled for a day when it snowed in Columbus. I called to confirm that the store was open, but instead of speaking to someone at the store, I was routed to a call center, where a representative assured me that the store was open and I should keep my appointment. I even double-checked with her as she put me on hold (I assumed she was calling the store), but when I arrived, the store was closed. That was very frustrating, especially since I trusted the information I was given.

After rescheduling for the soonest available appointment, I arrived at 10 AM today, only to find out that the store opens at that time and the installers don’t come in until 11:30 AM. I left my car and, an hour later, received a call saying the old screen wouldn’t come out, which would make it impossible to install the new radio as planned. Mr. Terry, who stepped in and was very helpful, asked if I had been informed of this when I purchased the equipment. Unfortunately, Justin had not explained that to me, which led to even more wasted time.

If I had been working directly with Mr. Terry from the beginning, I could have avoided a lot of frustration. He was the only person who took the time to communicate properly and set things right. I appreciate Mr. Terry for taking the time to explain what should have been communicated earlier and for pointing me in the right direction to get the right radio. However, after this experience, I’m hesitant to return to Best Buy in Columbus unless I have direct communication with him first.

Best Buy, please consider having someone with real expertise in car audio handle customer consultations, instead of relying on staff who seem unaware of the details. Also, I strongly recommend routing calls back to the store instead of to a call center, where representatives can’t check the store’s hours or status for customers.

At this point, I’m back to square one with my audio system, and I’m still without a new radio after weeks of waiting.

Thanks again to Mr. Terry for trying to help, but unfortunately, I’ll probably look elsewhere for my future needs unless I can work with...

POSITIVE and NEGATIVE review The following is our overall customer service experience within the Whittlesey Blvd location early Saturday evening January 21, 2023. To avoid ambiguity, the FIVE STARS are SOLELY for Best Buy advisor named Joong.

The store was busy while browsing the inside perimeter of the store it was evident, they were short staffed. The employee greeting guests at the entrance confirmed this along with what we witnessed.

No one asked to assist us while we browsed for about 11 minutes. Once we entered the TV area looking at TVs, a man with the name tag PK who was as close as 4 to 10 feet of us during certain points of our visit didn’t physically or verbally acknowledge us. We later learned PK is the manager of this location. What PK was pretending to assist a customer. PK didn’t realize a member of our party can read lips. PK was busy using Best Buy’s time gossiping.

Other employees needed PK’s assistance but based on some of their behavior (body language) they were reticent about asking for help and other employees needed PK’s assistance in overriding on the register, but PK was having a great time talking. PK doesn’t need to be a manager.

Saving the best for last. Joong was asked by a member of our party for assistance after we patiently waited for a total of 20 minutes in the store. They located Joong near the front of the store. Joong we initially thought was a manager. He stated he was an advisor and would be more than happy to assist us. Joong is a young man probably not even 21 but possessed the professionalism, maturity and savvy of people twice his age. Joong saved and secured the transaction. He was forthright, answered all of our questions, explained questions about the Geek Squad, the warranty, protection plans and also covered for his lazy and incompetent manager PK who was busy not securing a sale but using his employer’s workplace for his social life.

PK didn’t apologize for the delay. Apparently PK doesn’t like eye contact with certain customers of a particular phenotype. Please PK don’t call or email us with a BS apology either. #lipreading

Joong thank you for excellent customer service. He is sincere, concise and an intelligent young man. It was a pleasure meeting and engaging with you.

As for PK he doesn’t need to be in management perhaps demote him to Best Buy’s horrible misinformation and lazy customer service call center locations in the United States or abroad. PK is useless and only has eyes, ears, and attention for...

Just left best buy to get my computer of 3 months looked at as it has the blue screen of death. Walked in, and knew from the last time I came in, I needed to stop at the front desk to get an appointment with the Geek Squad. The last time I was there, waited for over 30 minutes when I was told to go to the front and get an appointment (NO SIGN as you walk in). So today, I knew better. I stopped at the front desk (still no sign) and the person pointed me to the Geek Squad line. So, I'm standing and waiting again, patiently for my turn. A lady out of know where comes up and asks if I have an appointment. By now, there are 5 people in this line and I am the 1st one still waiting. I told her that I was in line getting an appointment. She told me no I'm not, and that I need to go back to the front of the store to get an appointment. I told her that they told me to come here -- she says, well, I'm the market manager and you need to go back up front. Frustrated, I whispered under my breath, "wish ya'll would get your S* straight" and she turned around and said, "No need to say the S word, I can see you have an attitude -- don't you curse at me -- you need an appointment". I told her this is the 2nd time this has happened. Instead of her moving the conversation forward and apologizing for the confusion --- the manager chose to exchange words with me on the floor confrontationally and in front of other customers. I had to remind her that I was the customer and she was the manager -- do the professional thing and get me an appointment.... she continued to talk about my attitude and the S word. I told her once again, to do her job and all she could talk about was the S word I said under my breath. I then asked for the manager and she said "I am the manager", and I said, "great"! I could see this conversation was going nowhere. All she wanted to do was have opposition with me. So I apologized for the S word -- at that moment, her entire demeanor changed and then she moved on forward to schedule me an appointment with the Geek Squad. Not once did she apologize for the inconvenience or her unprofessional behavior towards me, a customer! I have the warranty service for over 2 years that I purchased for my mom and family -- but after this fiasco, especially with a manager, I believe my business will be...