Best Buy — Local services in Asheville

I write to express my frustration and disappointment with the service my husband and I received during our visit to your Tunnel Road, Asheville, NC location on December 12, 2024, around 1:05 PM. We spent approximately an hour in the store, during which time we encountered multiple issues that fell far short of the service I have come to expect as a loyal customer.

We initially went to the Gaming section to purchase a Nintendo Switch, which we found locked up. I spent about 10 minutes searching for a sales associate and eventually located one, only to be told that he did not have the key. He informed me that the Nintendo Switch consoles at the front of the store were prioritized for sale and directed me there.

Meanwhile, my husband engaged with another customer while I proceeded to the Laptop section, picking up a digital photo frame along the way. I quickly identified the laptop I wanted within 10 minutes but could not locate any associates in that area. I eventually stopped a Geek Squad member, who assured me they would call for assistance over the intercom. Unfortunately, I did not hear a call and no one came to help.

After waiting another 20 minutes (my husband joined me in the laptop section) and with pending appointments at 3:00 PM, we were running out of time. In frustration, I projected my voice to call for assistance: “Customer needs assistance!” followed by, “Customer needs assistance by laptops!”

A person who appeared to be the manager approached but maintained a significant distance..I would say about 20 feet. Rather than addressing my concerns, he questioned me aggressively with, “Are you the person over here yelling?” His tone and manner were dismissive and confrontational, and he proceeded to scold me about yelling and a lack of employees, rather than acknowledging or resolving my concerns. I responded, “I guess my money is not the right color,” to which he shrugged, turned away, and walked off angrily. At that point, I put down the items I had intended to purchase and left the store with my husband.

This experience was unacceptable and indicative of a lack of prioritization for in-store customer service. I understand staffing challenges, but the dismissive and unprofessional attitude of the manager was particularly troubling.

I encourage you to review the surveillance footage from the time of my visit to verify my story. As a long-time customer, I am deeply disappointed and will not be making any purchases from Best Buy—either in-store or online—this holiday season. I hope this feedback will prompt action to improve customer service at this location, as it currently fails to meet even basic expectations.

12/13/2024 Update in response to ^Tommy (see his response)

Thank you for responding to my complaint regarding my recent experience at Best Buy. While I appreciate your effort, your response appears to include several incorrect assumptions that I feel compelled to address.

Store Traffic: At the time of my visit, there were no more than 30 customers in the entire store, and there were no sales associates present in the PC/laptop section.

Online Options: You seem to assume I am unaware of online shopping options. As someone currently living in temporary housing due to Hurricane Helene's impact, I deliberately chose to shop in-store to ensure my purchases would not be delayed or misplaced.

Geek Squad Interaction: It was a Geek Squad member, not a Best Buy associate, who assured me they would call for assistance via the intercom, which did not happen.

Greeter Misidentification: The greeter present was wearing a "Security" label, which does not indicate responsibility for managing customer service requests or queues.

Waiting Time and Conduct: While you state that yelling for assistance is unacceptable, your response seems to suggest it is reasonable for a customer to wait for 30 minutes without any form of acknowledgment or assistance.

12/14/2024: Received a much more respectful response from ^Pre via Facebook. I refused the gift card offer as money does not fix disrespect...

If I could give zero stars I would. If you have an APPLE product and are seeking assistance through Best Buy, save yourself the headache and deal directly with Apple. The screen on my 11 pro suddenly stopped responding to touch. Since the phone was still under warranty, I called apple support to see about a warranty replacement. They advised me that because all of their retail locations were closed, the only same day option would be through their authorized service representatives “Geek Squad” at Best Buy. I scheduled an appointment online, and then proceeded to spend 3 hours in store in attempts to get my COVERED replacement (no physical or water damage to the device. Just stopped responding to touch.) Senior advisors at Apple went as far as issuing CS codes to override whatever problem Best Buy “claimed” to be having all without result. I proceeded to another Best Buy (Tunnel Rd) at which I had even more issues. The reps were 100% unwilling to help and unwilling to accept guidance from MANAGEMENT at APPLE (the owner of the product they “service” who grants them the ability to do so in the first place) I was forced to ship my phone off for replacement (even though they had both the authority AND product availability to replace same day) and offered an iPhone 8 as a loner device. The loaner device was damaged which I then offered to pay for and was told that I must pay full retail price for the device and I would NOT BE ABLE TO KEEP THE DEVICE THEY WERE REQUESTING NEARLY $500.00 for. They stated that Apple made the rules and they’re the ones who said I’d have to pay and return. I then spoke with management at Apple, Who informed me they do not issue loaner devices to service providers and that the phone is the property of Best Buy, not Apple. They also stated that the retail price couldn’t be issued by them because they no longer offer the device and thus do not have a sku for it. Best Buy continued to say that they requests were made by Apple and could not provide documentation that stated such. They could also not provide documentation that I signed stating that I would be responsible for damage AND return. Only one or the other. They still refused to do anything and continued to report false information.

I spoke with Apple management, yet again, who apologized PROFUSELY for all of the riffraf and TOOK CARE OF THE PROBLEM. AND offered a “gift” as an additional apology for the unprofessional behavior of their affiliate.

Seriously y’all, if it’s Apple related. Just don’t. Best Buy’s standards and customer service are nowhere near Apple’s. Save yourself the headache and deal with Apple directly. They will DEFINITELY take...

On 7/02, I ordered a Samsung washer and dryer for delivery and install on 8/01. All scheduled, all good... NOPE!

Received a text, without any explanation, to schedule the service (it was already scheduled)... This was due to Best Buy saying that the power cord would ship separately from a different store. However, the soonest they could schedule the cord delivery was 8/02, so install could not be done on 8/01. They could cancel the cord order and order separately and deliver that on 7/20 for a delivery fee of over $100 for a cord that was supposed to be delivered together with the washer and dryer.

Then I was told that if I went that route, I would lose the 8/01 install date anyway, because I am a total tech member and if I decoupled, would void the free delivery and invalidate the overall install schedule.

The only option was to delay the delivery and install by 30 days and be without laundry. Honestly felt like I was dealing with a 17 year old kid who hadn't yet figured out how to use information systems and logistics scheduling tools. Or more accurately, felt like working with Southwest Airlines after they canceled 8000 flights in a long weekend. Come on Best Buy, you have to get better as you are in serious danger of losing a 40 year customer who has spent $1000,000 with you over the years. Not only that, but you get this review, and then you get me bad mouthing Best Buy to friends and family. This is seriously an unacceptable result for me after spending over an hour with "powerless" customer service reps... One flat out lied to me, while the other tried everything she could think of to help, but couldn't answer my question of "If you can get the cord to me by 7/20 if I ordered separately, can't one store ship to the other to all line up for the 8/01 date"? (still couldn't keep the 8/01 install date due to system restrictions - System thinks the part would be delivered 8/02 regardless as they can't override that date).

Some ridiculous stuff!

For those of you considering using Best Buy, and/or becoming a Total Tech Member, take note, they have some serious blind spots and their IT systems are antiquated!

If you can utilize a company who understands customer service, go that route instead, else you may be...