Best Buy — Local services in Brentwood

This store is the reason I prefer to shop with Best Buy online.

I went to view a few televisions I saw online. I usually don't go to Best Buy in stores, because shopping can be a little intimidating when it comes to technology and purchasing it. I got to the area with the TVs. A man "whispered" if I needed any assistance while slowly walking by. I answered, "Yes. I am looking for a few TVs I saw online." I told him each of the models, and then I told him what I was looking for. He was very knowledgeable at first and seemed pretty friendly. Then I asked him to show me something in a "50-"55, since the room I will be using the TV in is a pretty large one. He walked me to the TVs, and showed me one of the best sellers. Now, I understand what it is like when you have someone who's really inquisitive about a product and you don't know all of the answers or if you're uncertain if they will even buy the product, but what he did next is the PERFECT example as to why I think Best Buy should hire people who are enthusiastic about their brands, engaging with customers, and who honestly don't MIND taking time out of their day to chat about any questions a customer may have....

I asked him for details about the TV. He quickly answered 1 year warranty, and didn't make eye contact or seem to want to engage with me anymore. He started talking on this little microphone thing to another associate instead of asking more questions about what I was really needing. Then, he indicated that their were other brands, but that they were much more expensive. I leaned towards him showing me those brands, since he quoted the price of them being between $500 and $3K.

I wasn't asking the guy to coddle me or anything, I just felt like he should have been much more engaging in his sales approach. I have spent thousands of dollars at Best Buy, and I hold a credit card there. I buy a lot from this company. And for someone who rarely comes into the store, I would have expected a better experience. I too, work a demanding job talking to people all day. And I don't know if this guy was in a hurry to go to lunch, end his shift, or if he was just tired, but the way I was treated wasn't an experience I would have provided him at my own job. My own employees get the training they need to retain business such as the one I provide to Best Buy. In short, do better with training your employees how to walk through the sales process and not rushing through it, while making it much more personal and professional. I guarantee you your sales will skyrocket.

A Concerned...

6/25/24 - I went to Best Buy tonight with the intention of picking up my BOSE headphones and replacing my screen protector with my lifetime warranty that I purchased in 6/2023 when I bought the phone under my family’s Total Tech account. Over the course of 45 minutes, I was redirected to speak with the manager after the sales associate at the Geek Squad was unable to complete the even exchange for my screen protector. It was told to me that the last time I exchanged it (which looks like it was January, but I don’t know because I am not the account holder and I don’t have access to the screen they’re looking at), it was exchanged for a 15 pro max (while I have a 14 pro max). This is possible because this has happened before to me where they say it was already exchanged. Instead of helping me find the right protector that could fit (I was curious to see if the 15 pro max actually could fit on my 14), Van (manager) sent me to find it across the store 2 different times, each time bringing back an incorrect screen. After the second failed attempt to get the screen protector, she rudely brushed past me to go look herself, after having been arguing with me for 10 minutes that this exchange is impossible for her to do. We walk to a different section than I had been in because nobody instructed me where to go. She finds the 15 pro (not even the same model or size) and is demanding that this is what was put on my phone. Holding up my 14 pro max phone, I say that this is not even the same at all and could never possibly fit. Van went on and said that this exchange is on ME as the customer to make sure the receipts line up evenly. This is not on her associates to check each time. This is a responsibility of me and my “god knows how many family members on this account” to make sure of before exchanging every time. When I kept persisting after 40 minutes of this, she walked away. I said “are you seriously walking away from me?” And she replied “I am seriously walking away from you” and waved me off. The absolute worst sales experience I’ve ever had. Do NOT come to this Best Buy. I would give 0...

I was in the store for 45 minutes to an hour and not a single person tried to assist me in any way. I tried to get assistance from two of the associates and neither of them came to help. There was nobody at any of the checkout stands in the front of the building. One of the associates that is working in the customer service area called me over and checked me out there instead. They are more concerned with joking around with each and selectively assisting other individuals rather than providing customer service universally to all their customers. I literally seen more associates walking around doing nothing or horsing around with each other than there were anybody assisting customers. When the two associates didn't assist me I literally went and sat in the customer service desk area for purchasing cell phones, looking up the details I needed online instead, and an associate came up to that counter and said absolutely nothing to me but went about their business and they were not assisting a customer, that's how pathetic the customer service and attentiveness is here. So instead of buying the Samsung Galaxy S10 from this store I decided to leave this store and go to the Microsoft store at the galleria mall right up the way from them instead and I bought the phone there. It sucks for them, granted this may sound like a stupid move on my part but I was willing to spend $200 more on a new phone at the Microsoft store than to give that money to a place that I felt like was not there to help me or that I wasn't even wanted / welcomed there to begin with . So you guys missed out on $1,000 sale basically. Not to mention some of the kitchen appliances that I wanted to get that is your loss and I highly recommend you all speaking to your associates very thoroughly about the implications of their lack of customer service skills oror helpfulness...