Best Buy — Local services in Canton

The product specialist in the store was very knowledgeable and helpful, as expected. However, the journey was frustrating and headache-inducing.

We are staying in a campground an hour from the closest Best Buy, and we had to find a replacement quick for a phone dropped in the river. It should have been a straight-forward resolution: call the store, speak to a specialist for the correct compatibility with our provider and ensure they had it in stock before we made the hour-long drive to the store.

Simple, right?. Well, when you call the number listed for the store, you are routed to a "global customer service" call center which is just as helpful as you might guess. When I tried to confirm that I was talking to the location I called, I got the answer that would be repeated at me 20+ times over the course of my call, "the store is no longer accepting customer inquiry calls," and she repeatedly claimed she could help me and that this was my only option other than going to a store. I humored her on the 5th repeated phrase and quizzed her on my situation and need. She could make no guarantees other than a phone should be compatible but also noted the 14 day return policy and mandatory $45 restocking fee if I needed to return it. She also said that the only way I could guarantee a phone would be available at the store was if I paid for it online and then waited 2-3 hours for a confirmation email before heading to the store for product pickup, which would have been AFTER the store's closing time.

We took a chance and drove the hour to the store with zero guarantees that our problem would be resolved after the 2 hour round trip.

When we arrived, the specialist that ended up assisting us very well, had just finished with another customer and informed us that he had "just clocked out" and we would need to wait for another associate. I ensured he knew I was exacerbated at this point, but I understood and didn't want to put him out, as I understand the customer service world and the demanding hours these guys deal with.

He ended up helping us find the exact same phone for less than I was expecting to pay and they had it in stock. Once he started helping us, we had the transaction completed and we're out of the store in under 5 minutes.

The extra two stars given here are solely because of the specialist who helped us, (even though he ensured we knew he was "off the clock") and the expeditious manner in which he took care of us in my utterly frustrated mood.

My advice, if you need it now and you aren't close to a store, save yourself the hassle, frustration, high blood pressure, headache, global call center hell, and avoid this once-customer-focused store.

If you are close to a physical store, I have found the employees knowledgeable and helpful when needed.

I will recommend Best Buy only if you can get to a physical store and can't wait for an online order (where you can probably get it cheaper and faster from the big gorilla in that...

Don’t buy appliances from this, or any, Bet Buy. I bought a fridge, double range stove and MW to be delivered and installed on 9/1/18. The purchase was made on 8/27 and scheduled for 9/1. I received two calls on 8/31/18 from Best Buy delivery stating my delivery would be a window of 12-4PM. My wife and I wasted all day waiting for them to come. No one came. Tried calling the delivery number and was transferred to a third party delivery company, XPO, and was told after waiting on hold for 7 minutes that the order was cancelled. I can assure you this was not the case. I then tried calling the store directly. Guess what? The store number never allows you to actually speak to a live person. The problem here is I had already moved my stove from my kitchen to the garage. I also disconnected the water line to the fridge and removed the door handles to allow them to move the old fridge to the garage. My wife and I wasted one day of our 3 holiday weekend waiting for an install that no one showed up for. Not to mention not one damn call from anyone to proactively let us know they were Not coming. The person at XPO states that when the driver got back, they could reschedule the delivery. WHAT???? What in hell does the driver have to do with rescheduling and not being able to tell me when they are coming. We decided to make a visit to Best Buy to cancel our order. Once there, we were passed to Courtney at the service desk for her to look into the delivery failure. Courtney said we were the fourth customer today that came in that no one showed or called. She called XPO and had a conversation with them. They were trying to find out when someone could reschedule. We were open to waiting for 9/2-9/3/18. They could not confirm. In the wait, we went to Brandsmart in Doraville to look at other options. During the drive there, we were called by XPO and offered a petty $100 AmEx gift card. Not much compensation for a wasted day on a holiday weekend. While we were pricing products at Brandsmart, we were called again by XPO and were advised the earliest delivery date would be 9/13/18. Are you kidding me??? Another 13 days for their errors? I should have mentioned that we were also told by XPO and Courtney that drivers quit today. Great! Tell us your business. BB just lost countless thousands of dollars. We bought at Brandsmart and will be returning the purchase at B.B. in the morning. For a company in financial troubles a few years ago, they need to get a reliable company for delivery (or have their own delivery employees). Never again will I consider buying anything at B.B. for delivery. I hope that their corporate hears what a cluster this is and how much business they lost.

If I could give zero stars, I...

2 weeks ago I paid for two tv mounts and installation to take place today. Yesterday afternoon, I was notified that I needed to schedule the installation appointment. I was confused because I already scheduled it. I called customer service and was told that the tech cancelled the appointment and left no notes as to why. When I asked first rep for a way to speak with store manager, she provided me with an extension that would connect me. When I tried the extension, their phone system said it did not exist. When I spoke with second rep, he said they do not have access to phone extensions. I asked him if the first agent made up the number, he said yes. I was then provided with a different number to call, and yet again, was only provided with the exact same information. My original appointment could not be met because the tech cancelled the appointment for an unknown reason. Next available appointment was 12 days later. This is not acceptable. I paid for a service to be completed at a specific time. My appointment was cancelled by an employee for an unknown reason and no explanation. I requested that the installation fee be refunded and to pick my mounts up last night. When I spoke with one of the managers on duty, there was not anything else he could do, other than escalate it to a different team. He did. When I spoke with that agent when he called me, it was a repeat of the previous 3 phone calls I had already experienced. Tech cancelled appointment, no explanation, and now the next available appointment is 17 days away. I asked if there was a way for me to speak to regional leadership, weather that be a district manager, regional manager, someone. Rep advised that there is not a way for that to happen and that he is with corporate. Absolutely no customer service was provided. Everything I heard was I can't perform the service you paid for at the time that was set, only thing that can be done is wait two more weeks. Last agent I spoke with said that since he was with corporate, there is no one else to talk to. The lack of customer service was extremely...