Best Buy — Local services in Ontario

God I miss Future Shop!

I’ve not been in a Best Buy in a while but I can’t believe just how uneducated and ill-equipped some of your staff are. It never used to be this bad. After reading some of the negative reviews, I would greatly agree on the apparent lack of knowledge and professionalism that some of your staff at this location have!

I was in your London South location on Sat. March 7 @ about 1:30pm. I was there for two reasons, looking at smaller TVs and dash cams. I was greeted at the door by a very friendly associate which I appreciated. I proceeded to the television department to ask some questions. When there, I spoke with one of the specialists (I think Samsung?) and he was very knowledgeable and helpful, however he did mention that I should speak with a Best Buy employee for more information. This is where everything went south. I had asked if he could check my name in your system to see about a particular television which I’d purchased a few years ago. He indicated that he was incapable of doing so, which I thought was a bit strange. After a time, I realized I wasn’t getting anywhere with him as he seemed to struggle to comprehend what I was asking! I'd asked if he could just show me the smaller 24” and 36” TVs. Honestly, it’s almost like he didn’t want do this! He was just there for a pay cheque. I said thank you and he said “cool” and left! I was a tad annoyed with his attitude. I then went over to look at the dash cams.

Since I didn’t exactly know where the dash cams where, I’d asked a gentleman in the nearby computer dept. He was obviously texting someone on his phone but did agree to take me over to the cams. I asked a couple questions and he then very abruptly told me in a condescending tone “I work for Microsoft so therefore I can’t answer your questions”. I ignored his obvious attitude and asked another question. Once again he “reminded” me that he worked for Microsoft and that he could call someone over. What a jerk! I told him that Yeah, maybe he should get someone with more expertise. He then went back to texting in his Microsoft realm. After waiting for some time, a guy came over who looked like he hadn’t shaved in quite a while. (geez, c’mon). I specifically asked him questions about the Thinkware U1000. He didn’t really know much about it. Just spewing off general info which most people can get from Google! Wow. Honestly, on this visit, I got further ahead with the door greeter and Samsung specialist!

I’m challenging the manager to reach out to me, or reach out to anyone for that matter! His/her lack of response is quite telling.

Oct. 21, 2020. Again, the lack of a response from a store manager is...

Purchased an iphone xs charging case online to pick up since they wouldn’t allow curb-side shop/pickup anymore which is totally fine.

Went to pick it up and noticed I received the iphone xs “MAX” charging case instead of the regular xs I ordered. Went back to see if I can get an exchange and told them that I received the wrong product. One of the representatives told me I ordered the wrong one and that I, should check to see if the item code online matches the item code on the box. I told the representative I ordered the right one, and that I’m fully 100% positive. I even checked to see my email confirmations, and the product I purchased in my cart. It fully says iphone xs charging case. Not the iphone xs max model. Apparently, the item codes got mixed up and the system shows that I purchased the xs max version.

I get that. It happens. BUT, the representative I talked to, was so rude and ignorant. I told him that I got the wrong one, and I would like to exchange it for the one I purchased. He just told me that it can’t be done, that I have to call the 1800 number and get my refund or exchange. Also again, thats fine. But he just made me feel like I was the idiot who didn’t check carefully online before I made the purchase. With that frustration, I got even more frustrated when he told me to just open the box and try the iphone xs max case, ON my iphone xs. I told him no, the phone is not going to fit inside a larger phone case. Common sense. But he kept insisting it, which fuelled the fire. He could’ve just simply show some understanding, to see the customers point of view, and kindly tell me that yes, we are sorry, its our fault that the systems item codes are mixed up, this is how you are going to get your money back. BOOM. Thats all he had to do. Instead, he tells me that I’m the one, who ordered the wrong case. And that I, should double check the item codes, to see if they match. When it clearly says I ordered the right model online, and the case package that I have in my hand, is the wrong model.

I asked if I could see a Manager on site, and he had no trouble saying yes, but of course, he tells me theres nothing I can do about it. You don’t have to say that, could’ve just said yes and move on. The representative said he was one of the Managers too, which to me is mind boggling. With that customer service, I wonder how.

Manager came, was very friendly and understanding of the situation. Kindly told me to do the same thing, except he didn’t make me feel like I was in the wrong here. Other staff were great, I had no problem.

Probably won’t be coming back to this location ever again, but was very distasteful of how I was treated...

My experience with Best Buy up until recently I would say has been good 4/5. But currently 0/5.

I bought a 65 inch LG TV just over 3 years ago and it stopped working on Dec 22/19. I bought the warranty luckily I thought. I called the 1-800 Geek squad # and confirmed the tv was under warranty and not to worry they can help. They gave me the # of tel star electronics, I called them and set up a time for them to come to my house to look at the tv. A few days later they came picked up the tv and would need to order parts and that it was up to Best Buy if they would fix it or replace the tv. A wk goes by and I get a call to say that they will be fixing the tv and they still need to order the parts and for me to call Best Buy.

So I called geek squad back and they said yes it will be getting fixed and to be patient. Another wk goes by and no update (now 2 wks). Geek squad say they will follow up and call tel star electronics. A few hours later they call me and say parts are really hard to get but expect the parts to arrive within the next few days. Another wk goes by and no call so I call again. Geek squad and Best Buy are a joke. The same thing that the parts are in and they are fixing it. I ask for this to be escalated because we are approaching 3 wks and no tv, what kind of warranty is this??? Then at the 3 wk Mark I call geek squad again. I am not happy with them but not getting anywhere with them. Today is now the 4th WEEK and NO TV. I call tel star electronics and was told next wk it should be ready (been told this before). One of the parts failed and got another part and need to install it and test it to ensure it works and that they are busy. 4wks now WTH IS GOING ON. I call geek squad and I am not very friendly, I don’t want I’m sorry or basically they are working on it and be patient. I ask again for this to be escalated and need a manager to call me back. At this point no call yet. THIS IS RIDICULOUS no tv just over 4wks now. No replacement, I have to be the one who calls to get updates. Best best, Geek Squad and Tel star electronics are a joke. I’m just supposed to be ok with no tv and you’ll get it when you get it is the feeling that I am getting What is the Warranty for??? That I will get the run around, get a tv back that might work temporarily in the 5th or longer?? This experience will definitely make me stay away from Best Buy for awhile. Poor warranty, poor customer service. Should of been offered a replacement temporarily during this process or replace it completely. It’s been over 4 wks. Also not sure Tel star electronics can keep up but this is who Best Buy/geek squad use in London...