Best Buy — Attraction in Portage

Horrible customer service. Needed to exchange a laptop, waited in line over 20mins, was getting about closing time and told they wouldn’t be able to complete the return.

I understand due to a bit of a drive and my own work schedule it was difficult to make it in more than 20-25mins before close. I know they want to go home but I was told to fully re-install the OS so they wouldn’t allow me to return the item (their return policy does not state this part, as I had simply erased my personal content as it says and got to the setup screen). It takes about 10mins to do the additional process and it was 5mins til close after the prior customer finished their transaction. I asked if I could finish, it showed 10-15mins to complete and the lead says, “You can finish in the parking lot, we open at 10.” What? That’s just rude. I waited patiently in line and I use to visit a lot here (admittedly mostly did in-store pickup) and had never been told to get out a few mins before close or even shortly after while browsing. I didn’t put up a fuss and returned the next day, mentioned it to a “manager”(training lead) and was argued with that their employees shouldn’t have to be inconvenienced past their closing time and their system doesn’t allow certain transactions...bs.

When I stated I waited in line and their policy didn’t say anything about that additional process she argued the condition of the item must be in the same condition purchased (prove to me it wasn’t)...and I wasn’t even returning it in the same condition due to issues with the product and not including the original charger. I didn’t include the charger to prove a point because Best Buy has a $20 fee for returning without...nullifying the condition “as I bought it,” yet she didn’t mention it when arguing the product must be ready to sell open-box. So you’re gonna resell it without a charger and call it same as original condition? Amusing interaction but I figured they’d use some common sense...nope, crazy trainer doubles down and continues arguing, multiple reps start chiming in with me to stop wasting time and just leave. I was waiting for the rep to finish the return the entire time so I couldn’t even leave and the manager had to override which she kept stopping to educate me on retail store schedules and closing (I do work retail).

Not only unprofessional and rude to begin with, but argumentative when offering perspective. I originally wanted to exchange the product for replacement but instead just returned and bought elsewhere.

I understand they likely don’t care about one customer, but simply taking consideration to the entire situation and listening rather than being on the defensive makes all the difference. Especially when the entire problem stemmed from someone just not wanting to do their job after a prior un-related long transaction (out of everyone’s control) while I waited in line. Making numerous excuses and going into an argument about employee’s schedules, closing time and hours posted, and yet their policy doesn’t even state what was argued. Also laughable that it was also said that their team shouldn’t have to take time to do anything with the device - that it’s on the customer to be in re-sellable condition during the return. How is that a customers responsibility? I’m not reselling the product, I’m returning it.

Spoke to the store manager a couple days later and got a pretty standard sorry for any poor experience but it’s a one-off. Wasn’t looking for anything in return but understanding but didn’t even get that.

Good or great customer service takes into account a waiting customer before closing time and gives an opportunity to take care of something then and there. Hope they can understand 5-10 mins past their close should not be an issue, even when other people were still browsing and checking out. Maybe the regular reps don’t have much incentive to provide a good experience but at least have some basic principles and...

I am so very disappointed in this store (Portage, MI). My husband and I bought two new TVs, sound bars, and mounts for both TVs and sound bars. We purchased these items in early October 2024 and were given a delivery/installation date of October 15, 2024. This was a good date for us as we were having a party at the end of October. I received one phone call the Friday before this delivery date (Oct. 15) and did not check that voice mail but apparently, they had to reschedule this appointment. I was very frustrated that we only got one phone call and there was no other communication, but I realize that this was ultimately my fault as we didn't call back until our delivery date was missed. My husband then went into the store to pick up the TVs and sound bars as they couldn't get a new appointment scheduled until after the date of our party. When he was at the store, the manager had indicated that they could get the TVs, sound bars, and mounts delivered, and everything installed by October 25, 2024. We agreed that this was acceptable. We called on October 21, 2024, per the manager's instruction, to confirm the appointment and we received confirmation of our appointment for October 25, 2024. We called on October 24, 2024, as we received communication about scheduling our appointment, but that new appointment window was in November, which was not acceptable as we had agreed to October 25, 2024. Again, the party was scheduled for the weekend after October 25, so anything after that date would be too late. It was relayed to us that in fact our appointment did have to be rescheduled again. This is immensely frustrating as we could have picked up the TVs and sound bars a week ago and installed them ourselves (of course then Best Buy would have lost out on around $1200) but now we are scrambling to get the items so we can ensure a great party. I have reached out to the corporate number to get this resolved, but honestly, this is so ridiculous. The person I spoke to on the corporate number had indicated that the appointment had to be rescheduled because they couldn't come during the window...like what? We hadn't even scheduled a window time and again, how is this our fault that Best Buy does a poor job scheduling their appointments? I know businesses don't care about customers anymore, but this feels like straight theft. It is not like the payment is pending our installation, they already charged our card for all of it, the TVs, the sound bars, the mounts, and the installation - and they just keep delaying our delivery. The best we are getting is "we are sorry for the inconvenience". Just such a disappointment. I honestly do not think I will shop at the Portage Best Buy anymore or maybe not even at Best Buy in general anymore - certainly not if we need something delivered and installed - what would...

We recently bought a stacking washer and dryer from Best Buy.

About 45 minutes after ordering everything in-store, the salesman called to say he forgot to sell us the stacking kit and we needed to come back to the store. No biggie. Never mind we were also forced to buy a new dryer vent kit we don't need.

When they came to deliver the units (within the 12 hour delivery window we need to be home for... I love sitting around on a beautiful day), they say the washer is defective. No problem, these things happen. But with four kids the laundry is starting to pile up.

A few days later the second delivery team calls to say they can come early. Awesome! They give us a time window. The time window passes. Another day shot. When they do show up, they complain that the previous team gave us the wrong type of cord. Apparently, the first team was a different third party who didn't know what they were doing. The right hand doesn't know what the left hand is doing and they're talking smack behind each other's backs. They stack the unit in the hall then stop. The hot water faucet broke while they were installing it. We need to call a plumber. They leave everything in the hall with nothing attached. Again, stuff happens... apparently frequently. They tell me once the plumber comes, I can move everything into place myself, plug it in and I'll be in business.

After they leave, I look at the setup. It's immediately clear that the dryer cord isn't long enough to reach the outlet. The dryer kit I didn't want in the first place is still in the box. Nothing is "installed".

I go to call the number on the card the salesman handed me... what!!? There literally isn't a phone number on his business card. I look at the order forms. No number. Finally, I find a number buried in the fine print of the folder. After several minutes of navigating voice prompts, I'm put on hold...................

I explain the situation and am told they don't sell longer cords. All I need is literally 1-2 inches of wiggle room! To their credit, they refunded me the cost of the installation that didn't happen and told me I can buy a longer cord on Amazon and install it myself.

At this point, my children are quite ripe and we still have the world's largest paperweight in our hall.

UPDATE: The washer cord was short 3 inches because the outlet was on the left side instead of the right so I had to replace that as well... and hire a plumber to add a regulator to the faucets because the new machine shuts off so fast it makes our pipes and house shake....