Best Buy — Local services in Brentwood

Let me share my recent experience. My wife and I were needing to replace our Fridgerator. Our old one was not keeping the food cold, and we had been losing food. We worked with Matt in their appliance division in selecting the one we wanted. He left us alone when needed, but was a fountain of knowledge and suggestions when we asked for support. Essentially, exactly what we wanted for a salesman. He shared that in 2 weeks, there was a sale expected on the LG fridge we had chosen. (Labor Day sale). We came back the morning of the sale, and was assisted by Mike L. Who we had purchased another fridge 15 years before. He is great, helpful and was able to pick up with where Matt left off with our situation.

Here's the deal. We're currently in a global pandemic, and supply chains have been severely disrupted. Thing is, that is exactly what happened with our fridge we selected. No one's fault, unless you want to blame Covid-19 ( and I do). Mike L said he would check frequently on the status and check back with me when we were able to order. He gave me his card and cell number so I could text him. We did this for multiple weeks, sometimes with me having some time to check on the status in person. No luck in the fridge availability. This went on for nearly 2 months.

One evening after work I stopped by to check in and met Sara, who said she would be happy to put it in her order binder and work on it as she did her checks on people who had already put orders in. ( Our fridge was not only on backorder, the availability was so limited we couldn't put the order in- essentially a built in safety for paying for something they weren't sure when they could or if they could deliver). Sara took my name, number and said she would check.

Next morning, she text me and said they had become available. My work schedule didn't jive with their open hours for a few days, but I was able to get down to the store with my wife this last Thursday. We worked with another Mike, who was helpful and assisted with ordering the fridge, and matching the sales price that had long past. He also helped me institute the plan Mike L. had with me to open a Best Buy card to earn points on my purchase to assist with a dishwasher purchase we know we will be doing soon.

Cut to the following weekend, where I discovered that our original measurements for where the fridge goes wasn't going to fit. We had our original measurements wrong. I was really frustrated at ourselves at making a mistake, but we would have to re-do cabinets and counters just to make it fit. The obvious solution was to cancel my long awaited fridge.

I went into the store today, and waited for someone to assist. While waiting, I saw the price of the fridge had increased. This got me scared, because I was already past my desired budget, and in my research I noted the counter depth fridges were more expensive. Supply and demand strikes again!

I met Hewa, who understood our predicament quickly. She looked for a matching replacement that fit my wife's needs of space as well as the options she had been looking for. Her empathic and helpful approach was really fantastic. She told me she would get it fixed and taken care of.

She partnered with the department manager, Mel, and they matched the price of the fridge I had originally ordered, found me a new delivery time, and made the process painless. I hadn't asked for anything, but they took it on themselves to really go above and beyond to create the best customer experience I've ever had. The mistake was ours- we measured incorrectly.

Best Buy has my business for as long as they are a store in my community. I plan to share my story with everyone that is looking for a service they provide- because I believe in them and their customer service.

Thank you to Matt, Mike L, Sara, Mike, Hewa, and Mel for your unparalleled commitment and demonstration of...

I recently bought a new radio head from this Best Buy location and had to return to the store that night due to the fact that after I had soldered the pieces together I find out they sold me the wrong wiring harness. While there it took a manager over 10 minutes just to come to the customer service desk. After the clerk explained my problem the manager took my piece and left without saying a word to me. After about 5 more minutes I finally asked the clerk if it would benefit the manager to know the year and model of my car in order to get the right piece which she then proceeded to share over the radio. The manager returned to the service desk with the same exact piece in hand telling me it was the new correct one and the only one the computer said would fit my car. I then googled in my own phone the make model and year of my car plus the words wiring harness. Sure enough Best Buy comes up right away with the part I need front and center so I show the manager who puts the part number in the computer and finds it available in the store.

Being extremely frustrated at this point doing everything but walk and get the part myself, including the fact that I am going to have to restrip and solder the new piece together. I asked for a discount and was met by another Manager who was quick to have an attitude with me toward my upsetness saying that the first manager had no intention of being disrespectful. So I told her intentions mean nothing if that's how I'm treated. She huffed gave me 10% off and immediately walked away.

After redoing all the work I hook up the new radio head go to insert it into my dash and it does not fit, it's too big. At this point I am now very upset because I asked the same employee who sold me the wrong part if it would fit directly into my car. To which he replied with the right dash harness it would. I go to Best buy again in the morning and the original employee is there again. After checking the computer he tells me it's because my car requires a dashboard modification. I asked why he didn't inform me of this when I asked multiple times if it was the right size for my car. He didn't have an answer for me so I asked since I was there if they could just quickly modify my dashboard since I had already done all the work. He tells me their instillation bay is closed, this was noon on a Wednesday.

So back home again I went to literally saw and sand down my dashboard to get my new radio head into my vehicle.

All in all the staff at this location showed zero initiative to help me and an overall could care...

Major Disappointment with Geek Squad – Overpriced and Unnecessary Data Recovery

I rarely leave reviews, but my experience with Geek Squad at Best Buy has been so frustrating that I feel it's important to share. I had high expectations based on their reputation, but unfortunately, my experience was nothing short of a disaster.

Before I get into the issues, I want to give credit where it's due: the team at Best Buy itself was amazing. The gentlemen who helped me in-store were friendly, patient, and took the time to explain everything clearly. They answered all my questions and even tried their best to help resolve my issue. I highly recommend their in-store customer service.

However, my experience with Geek Squad was an entirely different story. Here's what happened:

I brought my external hard drive in to Geek Squad after my cat knocked it over on my desk and the cords ripped out. When it happened, the drive wouldn't read on any computer system, which understandably sent me into a panic. It was a Sunday, so I thought the issue might just be a broken cord. I clearly saw that the USB port on the external hard drive was detached, so I brought it in to see if Geek Squad could help with a potential simple fix.

Unfortunately, Geek Squad's diagnosis was that the drive needed to be opened for data recovery in a clean room, on a higher service level—at a cost of thousands of dollars. I was shocked by the price but felt like I had no choice because of the data I needed to recover. After some back-and-forth emails, I decided to take the device home and hold off on the expensive data recovery option.

When I got home, my boyfriend took a quick look at the drive and immediately saw that the USB port was broken. He bought a $30 part, fixed the port himself, and within minutes, I was able to recover all my data—no clean room, no expensive services, just a simple fix.

What frustrates me the most is that Geek Squad had already opened the casing of the external hard drive. If they had simply checked the port, they would have easily seen that the problem was a simple repair. Instead, they went straight to suggesting an unnecessary and expensive recovery process.

This experience was not only a waste of time but also could've been a huge waste of money, they had just taken a closer look and offered the proper solution.

In conclusion, if you’re facing a tech issue, I strongly recommend getting a second opinion before relying on Geek Squad. Who knows, you might get lucky like I did, and save yourself a ton of time and money with...