Best Buy — Attraction in Town of Hempstead

I had the most unlikely experience at this Best Buy yesterday. Let me begin with... THE BAD: the Geek Squad people were AWFUL! I went to them with an issue I had on my phone which had a protection plan. A bald white man with glasses said I needed an appointment for him to even look at my plan on the computer, even though there was not a soul on line. I asked what the next available appointment was and he said 3:15pm which was only 10 minutes from the moment I was making the appt, so I patiently agreed to the time slotted. As he was making the appt he told me that I should be visiting the other Best Buy which is 2 miles closer to my house. I guess he didn't like my presence at this store. I was trying to get some type of info on how the coverage plan worked while he was putting me in the system for my appointment, and he said he couldn't tell me until 3:15 but in the meantime I should take my phone to the Samsung area for them to check it. 😕 I walked over to Samsung and a nice guy took care of me, he told me they would perform a quick check on my phone. Then 3:15 came around as the Samsung people were checking my phone, so I went back to Geek Squad for my appt. When I arrived, a young black guy with red hair was at the counter. He told me he couldn't help me because I didn't have my phone on me. Meanwhile he had witnessed how his co-worker had sent me to Samsung with the phone. I said "let me go get my phone quick." He told me he would have to give me another appt at 3:45pm! Meanwhile there was not a soul there and nothing on the appt screen until 7:15pm. I said fine, yet felt so miserable. I kept my composure and walked back to Samsung thinking "I'll never in my life get another Geek Squad plan. Heck, I'll think twice about coming back here!" You might be thinking, "Why 4 stars then? " Here's why... THE GOOD: My husband was at Best Buy with me but at the Mobile center upgrading his phone while I was at Samsung. CURTIS, from the Samsung department was very attentive, helpful, and knowledgeable. He checked my phone and offered solutions. But suddenly my husband called me over to the Mobile department to inform me that I was eligible to upgrade. I realized that I was better off upgrading than paying a $150 deductible to get an outdated phone. So I went over to Mobile to speak to them. There I met KEVIN, the department supervisor. That man went to the Harvard of customer service, he's no joke! There was one certain phone I wanted but they didn't have it in stock so KEVIN, grabbed his keys and went to the Baldwin Best Buy to pick it up for me while we did paperwork with very sweet and patient JUDY. She was great, went over every option and detail with us. Lovely girl. I had NEVER IN MY LIFE (as a longtime customer of Best Buy) been given such an amazing treatment. To fast forward a little, I ended up upgrading all 5 phones on my plan because of KEVIN'S amazing assistance, and purchased an Apple Watch and the VR Gear I had always wanted for my Galaxy phone.

Is KEVIN Mr. Best Buy's son or something? He was ridiculously awesome. He was also training another man who participated in the transactions, he was very nice and helpful as well, his name is BRENTON. There's no doubt that the right person was training him. Best Buy should really consider making KEVIN leader of their training dept., we need more KEVINS in every store.

Note: If it weren't for the Geek Squad situation, I would have given them not 5...

WORST BEST BUY EVER! THERE CUSTOMER SERVICE IS ABSOLUTELY DISGUSTING AND HORRIBLE, I went in looking to do an exchange and get an Ipad, I went to look at ipads and see which one I wanted and no one came up to me to help me, I ended up waiving someone down to ask for assistance, they sent over someone to which at that point I told them which Ipad I wanted and they said it would be at the front. I proceeded to the front and waited in line where for whatever the reason they have only 1 person working the front at their busiest times, even though I see associates just floating around available to help but dont. After finally making it to the front I had changed my mind to the other model Ipad and had requested it be brought up, I would of probably been more sure with my choice if I had someone to actually help me in the Apple section of the store during my decision but there was no one to help inform me on the products. The rep at the front called for the Ipad to the front to which a bang up dented Ipad box was brought up, I requested they could bring me a box in better condition because this was a gift and really didnt look in all that good shape with a big dent in the box, I then proceeded to have to wait 20 minutes just for them to grab a new box from the back, 20 minutes is an insane amount of time to wait for a new box to be brought up. I was really let down and disappointed in the experience to which I wanted to speak to the manager, two managers Rudy and Greg approached me and began to tell me dont say no one helped you cause I helped you and to which I said, I have been waiting 20 minutes for someone to bring up a new box so I can do my exchange and leave, no one helped me while I was making my decision and now I am waiting 20 minutes just for a new box to be brought up. To which the manager said well there is a process and you gotta wait and I said yeah I understand that but 20 minutes for a replacement box to be brought up is ridiculous and unacceptable to which they gave more pushback and said if thats the case go to Apple to buy the Ipad than and walked away. If you have any value for yourself respect or time, do not go to this BestBuy you will spend 45 Minutes for something that should take 10 minutes, the place is a joke and no one cares and has really gone down hill and use to be such a better place in the past. Its a shame what has...

Best Buy is, without a doubt, the most infuriating, incompetent company I’ve ever dealt with across the board. Their customer service is beyond terrible, and my recent encounter with their so-called manager, Rich, was the icing on the cake.

Rich is a perfect example of what’s wrong with Best Buy—lazy, clueless, and completely unfit for any position of responsibility.

This guy was supposed to call me on Wednesday. By Saturday, when I had to physically go to the store to resolve my issue, he admitted he just didn’t bother. Four entire days, and he couldn’t even pick up the phone!

First, I had to get a friend to help me with her car to bring in the TV.

After patiently waiting for 20 minutes for lazy Rich to arrive at return desk to approve the return, he admitted that he didn't get a chance to call me back after 4 days.

He then refused to let me return the TV there, even though I showed him that Best Buy’s website gave me a bar code and explicitly said I could return the TV at that location. Even though customer service over the phone also said I could return it there. He didn't care!

Rich expected me to spend another $100 to travel to Norwalk, CT Best Buy, who was also incompetent in selling me an open box TV that was supposed to be in excellent condition, but that wasn't inspected and was Dead on Arrival when I got home.

Norwalk Best Buy is another example of Best Buy's abysmal incompetence. By the way, I needed to take an Uber XL to bring the TV home from Norwalk, costing me $105 because they wouldn't ship it to me even though Best Buy customer service said they would.

Back to lazy, incompetent Rich.

Did Rich at Westbury Best Buy try to help remedy the situation? Nope.

Did he call his district manager? Of course not.

Did he call the Norwalk store to see what they would do for me? No way.

Did he bring compassion, empathy or understanding to the situation? Nope!

He couldn’t have cared less about my situation.

How someone this lazy, disinterested, and flat-out incompetent got promoted to manager is beyond me—he's a complete embarrassment.

If Rich is part of their leadership, it’s no wonder their customer service is an absolute train wreck!

Bye bye Best Buy!!!

That's Rich in the photo. The unequivocal poster boy for total...