Best Buy — Local services in Bailey's Crossroads

I don’t usually write reviews for in store purchases, but I felt compelled to do so after my experience with the Baileys Crossroads Best Buy team. To start, David, who was the Magnolia expert at the store, took great care of us. He and his manager, JP, made sure saw the 2 products we intended to see for comparison purposes and didn’t pressure us in any way. They also previewed a sound bar we were interested in buying. From walking in the door to the time we checked out, only 30 minutes passed, which was great. We also saved 2.6k$ on our purchase, which we were really happy about. Best Buy also offers great financing, which we took advantage of.

So after the in-store experience went great we were really excited for the delivery and mounting, which was scheduled during the purchase for a week later. This when things started to go wrong.

Our delivery window was from 8am to noon. At 1220 pm we got a call from a 3rd-party vendor hired by Geek Squad to do the delivery and install work. The vendor informed us that there was “a scheduling conflict” and the install could not occur that day. I asked for them to reschedule for later that afternoon, and they said they would call us back with an update. I also got a callback number just in case.

After an hour and 40 minutes, no one called to follow up on the delivery or install. I tried to use the callback number but it didn’t work!!! I was pretty livid at that point.

I got the runaround a little bit, but finally connected with Kyle at the Baileys Crossroads store. He told me he could not do what I was asking for, but his manager, JP would contact me by Sunday.

JP called me about 1.5 hours later. After a quick call he made it clear to me that he was going to do whatever it took to make this right. Ultimately, he delivered the tv to my house in his personal vehicle that night. He and another employee put it in the basement as we requested. I was beyond impressed that he would do that.

Not only that, but because of the holiday back up and our unavailability to do a mounting at any time other than a weekend, there would be a 2-week delay to mount the tv. To resolve this, JP offered to reimburse us the cost of the contractor’s service so that we could get the tv mounted immediately and not wait 2 weeks, which is the answer I was getting from other Best Buy members.

JP deserves a raise, a promotion, and special recognition for his efforts to make the customer happy. Over the years I’ve shopped at a lot of different places and had a lot of less-than-wonderful customer service experiences. I’m glad that JP did everything within his power to come through after a 3rd-party vendor totally f**d up.

One thing he said when he delivered the tv was that he was happy to do it. Even though he and I knew Best Buy wasn’t directly at fault, he said that this reflected on Best Buy and he wanted to make sure we had a great experience. I hope someone from Best Buy corporate reads this review and recognizes JP appropriately. When you work for a giant business like this, it’s easy to feel like you are just a cog in the machine. But JP is obviously very dedicated to making his company successful. Anyone who hires this guy would be lucky to have him as...

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