Best Buy — Local services in Brookside

The day I bought my new Moto G Stylus was when I received great service by the employee in the phones dept. He was very patient and did not bicker or show any attitude problems for my taking a real long time trying to decide on what phone to get. I don't know if it's the store policy to only take care of one customer at a time but it seemed his undivided attention was for me. He stood aside when I was doing some research about this phone (on gsmarena.com) and killed time on his phone which was fine. He was very helpful and tried his very best to answer every question and for those he didn't know, he tried to find out. I took a chance on this phone and I like it. That day was Nov. 1st, 2020. Now on a different day, Sat Nov 7th I think it was, when I went back to pickup a Chromecast that I'd ordered online the night before and setup in-store pickup, I tried repeatedly to get someone on the phone on the way there and when I got there from the parking lot to have someone bring it out to me instead because I was in a lot of pain that day and needed my walker to get around. Nobody was picking up the phone!! Not one person. I really hate businesses that consider people on the phone not as important as the ones already there in person. They assume people are all going to just do everything online, thru online chat or thru their now automated robolady service. My request was unique and only a live person could answer it. So Best Buy, get with the program and reserve some people to answer the phones and quit passing the buck assuming someone else will get it. I was alone that day and got my walker out and made my way in the store and picked my item up. I was ever so glad that they had several people handling the pickups so I didn't have to wait in a long line being in pain. Another thing I hate now is the location of the newest store. The two once close to me stores closed up so they could open up there. I don't like going to the Christiana mall, it's a royal pain in the butt. But all in all, Best Buy has good employees that know their stuff. I won't shop there hardly ever anymore due to their higher prices, poor location, and difficulty getting someone on the phone. All that plus the fact that now you have to spend I think $500 before you can get you a measly $5 in store credit that you only have a limited time to spend. I thought it was bad before when you had to spend $250 to get that $5 credit but now it's pathetic. It's a sad rewards program and nowhere near incentive enough for me to go out of my way to shop there. To me, the cons...

I went in this Best Buy to pick up a PS5 that my son ordered from Germany as he is a soldier and is scheduled to come back to the USA soon. My son told me that the order on his phone still said “preparing”. After a couple hours and it still wasn’t ready according to his phone, I decided to ride 20 miles up to this Best Buy because I said, they will just get it when i show up with a copy of the ,receipt my son sent me. Long behold I showed up, an employee name “Greg” scanned my receipt (screenshot) and just advised me that the order wasn’t ready. So I said “can’t you just go get it “ ? he said no because it’s a “fraud” precaution. I got upset when he said “fraud” that’s all I heard, I started explaining how my son is in the army and “blah, blah, blah” and Greg stayed professional and explained to me that my son can call best buy and have them basically release it. Greg also explained to me that I’ll be able to take it if he doesn’t call but I have to wait until it’s ready in a few hours, to a day or so. He also explained to me that the reason Best Buy dose this is because if someone used my sons card “like a scam” it gives him time to call and cancel the order….. it’s a protection method to protect the customer…. Once Greg explained to me the process in a calm professional manner & then gave me the number for my son to call if I wanted to get it today, I felt at ease and just decided to go back home and wait til it’s ready because my son didnt call right back. Once i was on the road my son called and I explained to him what happened and my son said he can wait the day or so because it’s not like he can play it now….. So I have to take my hat off to this Best Buy and give “Greg” employee of the Year because he was totally professional!!!!! He didnt get smart with me, even thou I was a little upset he remained calm and professional…… I encourage this Best Buy to give Greg at least a hand shake on behalf of me, if nothing else because he did an awesome job handling my issue and I was a complete idiot in the beginning of our conversation, however I left the store informed and feeling good..

Thanks Greg and Best Buy for hiring an amazing...

If I could give this -1000000 stars I would. I will NEVER buy anything from Best Buy ever again and you have lost customers for life. We bought a TV and sound bar on Thursday in store and opened up a credit card to finance it. They told us it would be ready Friday morning at the latest since we were leaving the state to go back home to Georgia Friday night. They were not ready so we called three different times because you cannot contact a store directly, when calling the store number (any store) it redirects you the national hotline. So there’s no way to get in contact with the actual store itself. After 4 calls they said they would transfer the order to a different store that would be ready within the hour. It was not (and we found that out after driving there for an hour). I have screenshots of guarantees and promises that it would be ready and we would not have to pay sales tax since they are moving it from Delaware to Maryland pickup. The reason we can’t pick it up is bc they are expecting us to pay sales tax now for their mistake. You can’t change the pickup person unless you drive back to the store itself, even though i added a person on my account online, that doesn’t qualify!! After calling again Saturday they said they will contact the store and have them reach out to us within 24 hours. It’s been 24 hours and I have been on the phone again for 2 hours today and passed around to 7 different agents with no help, reiterating the story over and over. This is a nightmare, we still have it charged to us and no one is doing anything. We have to go back in store tomorrow to see if we can get anything fixed because you cant call a store directly!!!! This is the most outrageous customer service I’ve ever had in my life and I work in the service industry. All they tell you is I’m sorry please pay us more!!! I will tell this story to anyone looking to buy anything from them and tell them to go elsewhere, ANYWHERE ELSE. Save yourself the trouble and just throw away your time and money bc that is essentially what you’re doing. I would’ve rather jump off a bridge than ever buy from Best Buy again. How embarrassing for such a...