Best Buy — Attraction in Grand Rapids

I want to give a special shout out to Dyna and her manager at the Beltline store in GR. Thanks for being so helpful at the customer service desk with my graphics card mistake. It was my fault I bought the wrong part, but that didn't seem to make a bit of difference to either of you. You got me fixed up and even turned me on to the right sales advisors - Josiah and Tyler - to help me decide to buy a new computer rather than try to patch up my old one. Good advice, and I'm way ahead because you and your manager know all about customer service - which is probably why you work in that area of the store. So, kudos to the Store Mngr who gets to make these choices. I wish I could remember the name of the gentleman who worked with you, Dyna, and seemed to be your manager in customer service. He also knew his job very well and turned me into a customer for life rather than making me feel like a pain with my questions and mistake about buying the wrong part. Happy Holidays to you both!

I usually build my own PCs, but BB had a great deal going on a package with all the parts I would have used anyway. Josiah was the sales staff that was assigned to me and he did a good job of finding exactly what I was after. The best parts on the market. Tyler seemed to be the expert or manager in this dept and had all the answers we didn't have. The next day I went back for a part the manufacturer omitted and Daniel helped with more tech questions I had. Sam was also helpful about adding m.2 drives. The part I needed was a tiny screw and standoff for mounting the drives and Ricky in the geek squad took 15 minutes out of his backed up day to find spares in their parts bin. I had no idea there were so many different sized screws used by different manufacturers for this one purpose. It wasn't the tech manager's or Ricky's problem really, but he made it his and found the parts... with a smile and time to talk about using it right. I have to say, things do go wrong with tech. Alway has and always will. I saw a lot of complaining online about BB and even the computer I ended up buying. I could have problems with it, of course, but most of the problems w this box have turned out to be user setup error w an easy fix. It would be great if people didn't use feedback to air their negative sides - especially at thanksgiving time when we are blessed to even be able to buy this amazing tech. But that will always be true about humans also. So, for you who don't live like that... my gratitude to you all. And remember not to believe everything you hear or read - especially in our modern gossip columns/feedback posts. I have always had very great service at Best Buy and now I know they have a lot of expertise also. Thanks to you all. I am a happy customer and know you will be there for what I need for tech. Be proud you do a good job with kindness toward your customers - even during hectic holiday times. Happy holidays to you all at Best Buy GR...

I am not sure if this is a Best Buy issue or a problem with the appliance manufacturer, but it needs to be sorted out…. Before I lay out my qualms with Best Buy, I want to note that the delivery teams I dealt with were EXCELLENT. None of this was their fault and they handled the situation with great customer service.

I ordered a Whirlpool appliance set that included a stainless-steel refrigerator, washer, microwave, and range. I picked up the microwave and refrigerator at one of the stores (emergency situation, our old one went out, so we couldn’t wait for a delivery). I didn’t have enough room in my pickup truck for the other appliances, so I scheduled a delivery for the dishwasher and range. This store was tagged with the delivery because I am in their service area. This is where the problem begins….

The appliances were delivered on 9/19. Our kitchen is going through a renovation, so we had them keep everything in the box (inspected the boxes, no apparent damage). After the delivery guys left, I decided to open the top of the range box to check out my new purchase. To my surprise, the top of the control panel was completely smashed in to the point that the stainless-steel cover was separating from the control screen (about a 2” deep dent in the top edge of the control panel). There’s no telling if the controls still worked or not because I immediately closed the box. I called the 800 number, sat on hold for 20+minutes, and got a return scheduled – the 2nd “new” range would be delivered on 9/24 and they would take the damaged one back to the store. No big deal - minor inconvenience.

On 9/24, the new range showed up as scheduled. This time, I had them unbox it before they left. Lo and behold – this one had the exact same damage on it. The top was smashed/dented in and the stainless-steel plate was pulling away from the control screen. They took the original damaged range with them and left the “new” one behind. Again, I had to call the 800 number, sit on hold for another 20+ minutes, and schedule yet another appointment to get this swapped out for a new one. We'll see if the 3rd one comes out undamaged....delivery is scheduled for next week.

All-in-all, this has been a really frustrating experience. It’s obvious that someone along the way has been stacking things on top of the ranges (like I said, not sure if this is a Best Buy issue or a problem with the way they are shipped to BB from the manufacturer). Also, give your delivery teams the necessary “authority” to start a return on the spot. You do nothing but waste the customer’s time if they must call into a hotline and sit on hold just so Best Buy can fix the mistake. All I want is for my appliance to be delivered undamaged, that is what...

So today I had the WORST customer experience of my lifetime with Best Buy on 28th Street in Kentwood. First, let me point out that I’ve spent over $10,000 on my 3 new tv’s in the last few months alone. I went in last Sunday to buy a range that was on sale for $2,000, including delivery and installation. They said they could deliver on January 24th, which meant I would have to take off work, but I decided I really wanted it installed so I cancelled my clients since I own my own business.

This morning’s disaster started when the Best Buy guys pulled in and WALKED IN with huge boots on , on my REAL WOODEN FLOORS. I had walked in another room to let them unload and just assumed when they actually entered my home that they would see the rubber mat in the garage and take their boots off if they didn’t have booties. I proceeded to tell them they had piles of water on my wood floors and they stood and watched as I got down with towels and mopped it up ( no they didn’t go take their boots off.) Then, they said that I had corrosion on a gasket “ that required a level 2 installer “ to come hook up my new range. They said to call and get a level two installer scheduled or have my own plumber come and I would be refunded $199.99. I called the number the “ level one installers” left, and it was the wrong department. I called the next number I was given ( another 20 minute hold time) and was told they could come Tuesday of next week. I told them to forget it, I wasn’t waiting that many days , plus I wasn’t taking another work day off. They rudely said fine on the “ customer service “ line. I then sent my plumber the picture of the “ corrosion “ I was told I had, he said that wasn’t corrosion at all, but he would have it hooked up for me in less than 24 hours. I let Sam, my sales rep for my range, know that I found someone to come get it done quickly, and he told me I’d get $29.99 back, not $199.99 back. What?!!! So, they sent two team members that could have easily ruined my floors, I took off an entire day of work, spent much time on hold on phone lines only to be told they’d send someone else in 4 to 5 days, and if I wasn’t happy with that, I could have $29.99 back as a credit?! Btw, I’m a premium member at Best Buy, so how is the average person treated there? This place is a JOKE. No more phones, no more appliances, no more memberships with this terrible place. Run, don’t walk, when it comes to doing ANY business...