Best Buy — Local services in Arlington

This is a complaint toward Bestbuy store customer service, qualification, and care, Online chat and over the phone service, and lastly product quality.

In-store service- In my area, there are two Bestbuy's, 1st is 0.09 miles from me and the other 2-3 miles away. I bought the Frame TV 65" from the farther BestBuy because for some reason the closest bestbuy didn't want to order it.

The TV "came" after 2 and a half weeks, we had installation and full tech support also, the tech person came without the TV to install it only for us to tell him the TV isn't here and that he is supposed to bring it. He double-check online and found out that the TV is at the bestbuy that is 0.09 miles from. NO IDEA WHY my TV went there after I ordered from the farther bestbuy after the closest besbtbuy told me they can't order it.

He picked it up, came back home, installed it, and was beautiful ONLY FOR 5MINUTES. During the menu set-up, the TV went black and stayed black/blue with only sound, no picture. Did everything NOTHIN. That was 5min after getting the TV, so i called them and they had the installation person return and look at the TV, he did what he can which is nothing worked. He said to return the TV because it is most likely defective.

1st. Call on Friday- After 2 hours later, they put me on a schedule for someone to come and inspect the tv in order to return it, and was told someone will update me with the time they will come. I got no update so I called and was told the Monday schedule was for to schedule a different day for someone to come. I was upset, so I went straight to the best buy store.

2nd. Bestbuy store that is close to me flat out denied us a return because and I quote from the manager "We don't want to lose money on that order since you bought it from a different BestBuy (2miles out). I said okay, very disappointing customer service but sure I would go there no problem. (We will come back to this store down in this story)

3rd- Went to the store that is 2miles out, thinking it is a simple return specially because I only had the Samsung Frame TV for 2 days. This location has the worst qualified employees any store can have. They had me there for 2 + hours to find out how to send tech guy to my place to inspect the TV for return, 2 hours! 7 different people changing to a registration one after one, nobody can figure it until the last guy who again was confused out of his mind and each time we have to update from start which is extremely tedious. After that long he finally created a work order to send someone over to inspect it. The guy came next day which was yesterday, did his thing which took 5 minute, then reported it to be picked up for a return.

4th- We had to again return to the store that is 2-3 miles away at night, after work, in snowy weather. After we got there, we are like Thank God it is finally over and we can leave this God forsaken store.....NOPE. more problem came up. The manager left us and the return with an employee who isn't even cabple of doing that transaction, she had asked 2 people how to do the transaction after telling the manager she knew how to do. Manager then had to come back and do it herself, the problem happens now, it shows the TV hasn't been picked up from the store yet, the bestbuy that is close to us "still have the TV" at their store. I am livid at this point, we had the TV for almost a week and their system shows it hasn't been delivered yet because of the incompetent warehouse manager at the bestbuy. He didn't scan or record the TV when the Installer guy picked it up so it still shows the TV is at the store. Now we are told to go BACK TO THE FIRST STORE WE WENT TO FOR RETURN AND WAS DENIED AT.

Update- I came back from my trip and the TV was finally gone after almost 2 weeks of useless trash sitting in the living room.

The most exhausting experience

Not even COMPENSATION for all the things they put me through!!

I was even willing to switch the TV to slightly different and better TV since they didn’t have my exactly TV...but they refused flat...

Horrible customer service. Employees do not know what is the process to return an equipment that was purchased less than one month ago, without the store warranty (LG surround bar and rear speakers).

To start, I went to the Customer Service area. The person that was at the counter that day said that since the equipment was purchased more than two weeks ago, I had to go through the "online purchases" area. A little confused about it, I went to the Online Purchases counter, where the lady said that they were not able to help me and that I had to go to the Geek Squad area (right next to Customer Service).

Went to the Geek Squad area and the gentleman there appeared extremely busy (he was taking care of one customer, had another customer in line before me, and people kept coming). He asked me if I had an appointment, to which I replied "no", and explained the situation.

30 minutes later, the Geek Squad guy is still with the first customer, so I decide to walk to Electronics and speak with the person who sold me the equipment in the first place (a manager in the store). I waited for about 15 more minutes in order to be able to talk to him. I explained the reasons why I was returning the equipment, and I said that I was asked to go to the Geek Squad counter but that I wanted to talk to him anyways. He tells me that the return has to go through the manufacturer and that "they" should be able to help me with that. Since I came from the Geek Squad area to Electronics, when the manager said "they" I assumed that he referred to the Geek Squad, and that "they" were supposed to help me with the return process through the manufacturer, so I came back there.

At this point I've been in the store for over an hour, when this could have easily been resolved by (1) the person at customer service explaining to me what the process is, when I first walked in to the store, (2) the person at online returns explaining to me what the correct process was instead of sending me to the Geek Squad or (3) by the Geek Squad guy once I first told him what I was there for.

The person at Geek Squad is still extremely busy, so he gets someone else to assist me. I explained this new person the situation, I told her who sent me to this counter and she says "oh! This is just a regular return so I will help you at Customer Service".

I walk to Customer Service, and then she gets the Manager that sold me the equipment. The managers walks towards me and asks "what's the problem". At this point I am so confused about the situation, and frustrated about being in the store for close to one and a half hour, so I tell him "what do you mean?" And I proceeded to explain my entire journey in the store. He clarifies and tells me that I need to CALL the manufacturer and pretty much handle everything on my own.

This is the worst Best Buy that I have ever visited! People act very nice when you are about to purchase electronics, but they forget about customer service if you ever go back...

I walked in about 7pm to buy a Nintendo Switch. I checked the Nintendo area, but no consoles were on the shelf. So I walked over to one of the cages nearby as I recalled they tend to have more items there. Voila, a dozen Switch consoles or so. So I hovered around the cage, and picked out a couple of games while waiting.

A few minutes later, a store associate walks up to help two other gentleman in the game area. I was there before they were, but you can't expect sales associates to be omniscient. So I shrugged and continued to hover around the Nintendo console cage.

The sales associate helping the other two guys takes them elsewhere, then walks off and returns a couple of times to them. I start staring at him every time he walks by hoping to be acknowledged, and never get a glance.

At this point, I've already been back at the cage for 15 minutes. I'm looking in every direction, staring at far off employees, raising my hands like hey, can someone come unlock this cage? Finally I started browsing on my phone for other stores who have this in stock nearby. Target does, so I put my two games down on the cage, plus a random movie I picked out.

But I'm in the Best Buy. It's been 20 minutes, so I try to give them one more shot. I walk up to the in-store pickup line because it's the shortest and wait. It was a short wait, and I tell the lady there I've been waiting for 20 minutes for someone to simply unlock the cage and hand me a Switch to purchase.

She tells me she will just grab it for me, but then goes and asks the original sales associate if they have a switch. He says he does, and so I add I've been standing back there for 20 minutes waiting for help. He got a little defensive and kind of snapped that he was with a customer, and walks back off.

Sorry, but I was also a customer. I didn't have questions. I just needed someone to unlock the cage and hand me what I was there to buy. So I just walked out. I'd recommend not walking in if you...