Best Buy — Local services in Carmel

DO NOT BUY ANYTHING ONLINE FOR SAME DAY PICK UP BECAUSE IT IS A LIE.

Placed same-day pickup order online w/ chat agent who verified order after I cleared bank level hold for W Carmel, IN placed FRIDAY. Bank verified 11:49am & again 7:01pm for a store level hold clear via 3 way call to “store support.” Best Buy corporate entire phone system designed to AVOID in-store contact, routing everything to centralized call center when dialing (what LOOKS LIKE), local. That is potentially deceptive.

Despite all that, order STILL held w/o resolution or local intervention. Attempted multiple chat, text, email, & calls to reach store-level only to be routed offshore w/ no solution, zero accountability & no form of retention offer. As a business owner w/ new BB biz account making a MAJOR cash purchase via debit, this should be priority on VERIFIED/ SAME DAY order processed before noon. It is not a private label credit card that can be a defaulted payment!

The equipment is intended for time-sensitive use in live production. Failure to fulfill order directly cost our business 3 days revenue (& counting), interfered w/ contractual obligations, productivity, & income potential. Not acceptable for businesses relying on storefronts to supply critical gear on time sensitive production needs when orders are advertised as same day pick up.

When advised hold due to our Executive Admin listed as pick up person on ticket, AFTER order system allowed us to add pick up individual w/ ID, bank verified order TWICE, were ASSURED “priority” 3 times, & bundled software has arrived already for use in the hardware still on hold more than 48hrs AFTER placing “Same Day” order online.

Based on “SAME DAY, IN STORE PICK UP, IN STOCK” offer w/o warning regarding auth holds potentially delaying fulfillment, no BB store direct by phone, no chat agent able to help, “Store Support” not able either . . . it feels like the only way to get pushed through escalation via a BBB filing, a CPB complaint, some social media exposure to industry colleagues, or in-person action if possible.

In store unfortunately, will cancel, reorder & tie up MORE working capital on second order. That forces us into wait for refund of original order. There is no option to transfer verified auth to in store. There is no option for stores to verify a person in house to pick up on a VERIFIED PURCHASE while online order system glitches. We have been “assured” a call back from store “within 2 hrs” & NEVER got it. We watched order actually move BACKWARDS in the tracking system w/ no resolution. See pics attached to this review for further details.

• • 07/21/25 UPDATED EDIT * * * Thanks to ASHLEY the Experience Manager, we were able to get the hold issues resolved after another 2 hours of calling “store support” and waiting for it to hit their order cue. Ashley saved the day and deserves a raise for the problems I am certain she...

My husband and I went to purchase a phone because I was switching companies and they had a great deal going on. We sat there waiting to be helped for 15 minutes. We were passed by at least three employees all of whom we had tried to stop so we could get assitance. Finally after very loudly remarking on how terrible the customer service is at this location, someone approaches us. This young man's name was Ben. He seemed as though he was spacing out the entire time we were explaining which phone we were interested in. We had questions regarding the deal and he just continued to stare. Finally he asked if we were wanting to purchase the phone, which we had stated numerous times already. Throughout the entire process he was very unpleasant. He seemed very eager to get the transaction over with. Now I do understand that towards the end of a shift you are wanting to get out of work as soon as possible. There is still no reason to constantly look at your watch and comment on how other employees can wait because you almost have the couple in front of you out of the store and you would love to get home. It also would have been nice if the guy helping us would have offered a case or screen protector. I had to bring it up myself. I was told there is only one case for the particular phone I purchased. Which was a lie. I ended up exchanging the case he had handed me. With the screen protector there was no offer of putting it on for me. I also had to return this as well. Then I was charged to have the screen protector put on. $8 to have it put on crooked by geek squad. Do you realize I payed half the price my screen protector cost to have you guys do it wrong...?

Every time I go to this location I have a terrible experiance. Whether that is with a sales associate, geek squad, or someone at customer service. I highly recommend the district manager do an evaluation of this location. There is some serious hiring and training problems going on.

I will not be returning to...

Early this afternoon my daughter and I went in to return a video game that we purchased day before yesterday because it said disc error. Reason of the return today was because we had other obligations to take care of. Well there was a guy that helped us and said that he couldn't give us a refund because it had been opened only an even exchange. Okay that was fine but he proceeded to say well this is not the game and did you open it like this. We told him we had just pulled it out of the wrapper and said what it read. The said that it was a cd and it had been covered with some label of the video game like we had done something shady to to game. Also said did someone steal the original game from us as if we live in a bad neighborhood. As long as I live I've never stole a thing in my life. I felt that we were stereotyped and discriminated against. (Being African American) I spend my hard darn money in that store and I've never been so humiliated in my life.Instead of him saying I apologize for our inconvenience he made of feel like we were criminals. I wish I had gotten his name and the young lady that did the exchange being that their name badges were not visible I would of named them both in the complaint. I am totally disgusted and very angry not only to of had to experience this but in front of my daughter. I will not be shopping there EVER AGAIN. I'll take my money else were. It was unexceptable and handled very wrong. This was the store off of N Michigan Road in...