Best Buy — Local services in Chesapeake

Before I begin, I would like to say I have been buying items from this Best Buy for multiple years, actually since they came to Chesapeake Square Mall. I frequently have my wife purchase things online we both agree we want, and once my son gets off work he usually passes by the store and picks the items up, Clearly today that was not to be. We purchased two sound bars on sale on 12/2/17, and the associate in the store did everything on the computer, not once did he ask who would be picking the item up as MY SON was listed as the primary pick up person on our account. His response was not a problem, he just has to show his ID and even though it is ordered in your name he can pick it up no problem. I got the email today12/6/17 our order was ready for pickup, so I forwarded him it and he said I will pick them up. He arrived at the store and the first question was, is it in your name? The answer was of course no, but being the primary pickup he has picked up several other HIGH dollar items (A 4K TV and 500 dollar sound bar, just to name a few), so he didn't think much of it. They informed him he could not get the items today, regardless of them allowing him to pick up items in the past two weeks using this same process. So, he requested the assistance of the store manager, as the regular employee told him that it was not her concern and he needed to come back after an alteration was made on the account. BY this point, he had already pulled up My Account on his IPhone as I gave him permission so he could prove to them that he was listed and no alteration was needed. This is where I get put on speaker, and KATE the store manager comes into play with her already piss poor attitude from the jump. She first says he cannot use that as valid proof, it has to reflect in Best Buys system, which it did after she took a few seconds to look at the computer rather than just jump to arguing. Second, she told me over the phone you should not be sending someone who is not you to pick up your items and that I will not give it to him. I do not know where this lady gets her attitude form but her Customer Service skills are non existent and piss poor!! She then begins to raise her voice at my son and I, all the while making snide comments and remarks. However, when I brought up to her that clearly his name is on the account as primary pickup, which meets your demand, and all that we are yelling about is pointless. She then begins to say she will not be treated and talked to this way, but yet she began the yelling and continued it with my son, which clearly shows her inability to perform in any management position. Next I brought up the fact the other three orders he has picked up in the last two weeks were picked up this same way, keep in mind all high dollar items, and she said well I will have to fix that, but yet you will not follow the same training, or lack of in this case, that YOUR employees are using. I also mentioned that the employee that told my son and I the night we ordered the items was in the store and we should go talk to him, yet she quickly rushed to have someone take him off the floor knowing I was going to be able to prove a point; all the while my son was saying another employee he picked up my high dollar sound bar from was literally on the other side of customer service, and magically he vanishes too. This is sadly not my first run in with KATE, as she denied me the right to return an UNOPENED chrome book within my fifteen day return period. Yet I was able to return it at the Greenbrier location without any issue!!! To the store Manager Kate, you are in the wrong line of work and prior to completing this I have filed a complaint with Best Buy and will continue to pursue the complaint. Overall, I would avoid this Best Buy and take the time to drive to the one in Greenbrier where they actually seem to care about customer satisfaction and the ability to speak in a higher...

Bestbuy Complaint(8 calls, 1 store visit and over 2 hours later)

On June 1st 2020, my mother, wife, and sister went to the Best Buy in the Chesapeake Square area in Virginia. They spent over an hour in the store picking out a refrigerator, dishwasher, and microwave for the house we are remodeling in Virginia. Once they were at the front counter and ready to pay the employee helping them came back and said they cannot sell the items because they were already sold earlier that day. They were given no compensation or given any other options to look at before leaving. Since we had to go back to NY my mother did not put up a fight and simply left the store.

On our way to Virginia we find a refrigerator on sale that we called and purchased over the phone for delivery on a date that I would be back in town. We used our mother’s account so she can receive the points for the purchase however the salesman did not put in the correct delivery address. We were not upset initially with the assumption that they can simply change the address for the delivery but we were wrong. We were told that we need to speak to geek squad to change the delivery address. 1 hour later we spoke with geek squad and was told by a young woman that she just needs to find someone with a register to make the adjustment. She had me on hold for over 50 min before I realized how long I was on the phone and hung up. I waited for 30 min hoping for a callback before I called them back. I have been repeatedly asked if I would like a callback due to high volume calls coming in and being told that they cannot help me while keeping putting me on hold.

Today is June 5th 2020 and I finally decided to just call and cancel my order because after 6 calls no one can seem to help me. When I called, gave him the order number, the delivery address, and phone number on the order he cancels an order my mom had placed THAT DAY, which was a PICK UP ORDER, rather than cancelling the correct order which was a DELIVERY ORDER PLACED ON JUNE 1st.

It is to the point now that between me and my wife I am currently on hold for a manager, on my 8th call, attempting to still cancel my order and figure out exactly why I was never meant to order applicants from Best Buy. Adding up my call time I have spent over 2 hours on the phone. My 8th call so far has lasted me enough time to sit and reflect on this 5 day struggle enough to make sure I didn’t miss any details in this very lengthy complaint.

Needless to say I can never waist my time making a purchase at this store again. If you want my advice, if you can literally put it in a bag and walk out or have access to walk back into the store to complain in person, you probably...

Finally at my limit with this location. I've been living here and going to this same Best Buy since 2004 and over the last couple of years it's been going downhill. I'm not sure what the problem is, but when any time I go there and can't get any assistance for 20-30 min and have to keep reminding and asking for help, that's poor customer service. I'm a technologically savvy person, and rarely do I ever need to ask for help in there. But the times I have had questions and needed a rep, they're congregating with one another and walking around other parts of the store away from customers and goofing off. It's one thing to be understaffed, but if you ask someone for help, and two of them are walking around together, how hard would it be for one of them to ask what you need help with and see if they can at least answer a simple question? No, you get blown off and told "Someone is on their way" and you continue to stand there waiting and waiting. This is why stores are CLOSING left and right all over the place. Think about it- why would I go there again and waste my time waiting for someone when I can do my own research online and find what I need, spend half the cost and have it within just a couple of days at my front door? It's very frustrating how many times I've been to this location over the last couple of years and this is the norm. I remember the days when you'd walk in and every corner you turned, someone smiled and asked if you needed any assistance finding something. Also, the inventory there has gotten really pathetic recently and I've had to walk out several times empty-handed due to lack of stock on the shelves. I hate to see this location go downhill, and have customers walk out. It wasn't just me standing there waiting for assistance this time either, another customer was waiting and said the last time they came in they waited 20 min and nobody ever came to help, so they left and took their business elsewhere. Whatever is going on, management needs to fix it. Maybe it would be a great idea to have a button in each department for customers to press for assistance? It at least gives us some hope that an associate will be there at some point and have been notified. And I also agree that they need to make two separate locations for customer service and in-store pick-up. I've experienced a very long wait just to pick up items I bought online due to customer service issues ahead of me that took much longer to handle. This store needs an overhaul if it's going to survive, seriously...I'm fed up and likely will not be back through...