Best Buy — Local services in Chesapeake

DO NOT SHOP AT THIS BESTBUY!!!

I'll start with it is a three hour round trip just to get to the store (not their fault and not the main point, but an important point to this horrible experience).

I went to the store to purchase a new curved monitor, spent over an hour waiting to talk to the one rep they had on the floor (not his fault). He was nice enough to spend almost another hour talking to me about what I wanted and what I had. Based on his recommendation I purchased a 34 inch curved LG. He grabbed the box, took payment and sent me on my way.

I got home and as soon as I unboxed it, realized it was NOT the monitor he recommended or that I agreed to purchase. As there is no longer a way to contact stores directly the only option BB support has was for me to drive back and see what could be done. I drove back the next morning and they confirmed he gave me the wrong box. I again verified what I wanted to do and they sent me out with the exact same one he recommended only this time I actually got the right one given to me.

I purchased online, at their recommendation a 4 port hub with the BB credits I earned from the monitor. Once that arrived I hooked it up as directed and surprise it didn't work. The resolution was cut in half and the new monitor did not show a true split screen. After several hours of calls to support and several hours trying to get in touch with the store through an ext given by support, took a long time on hold to get a manager who said she couldn't do anything other than sell me a new monitor. But she did offer to have the Store Manager call me the next morning. As it is a 3 hour trip I asked for a call in the AM. Shocker no call... So I called just before lunch, and was told they where discussing the issue and the store manager would call in a few minutes.. Again no surprise no call for 5+ hours, so i called back (aprox 25 calls to get someone to pick up) and another 20 minutes to get him to the phone. I was told that the best he could do was a small discount on the monitor I actually needed, and then I could drive back again to do another swap. I was offered the option to pay for the new one, and they would deliver it. However I wanted to make sure it worked (they refused to test it at my house) so agreed to pick it up on Sat and have geek squad confirm it will do what they said it would.

Due to all the issues to this point, I checked to see the status of the delivery on Wednesday before the appointment on Saturday and it had been changed to a Tuesday delivery to the store. IF I HADNT DONE THEIR JOB I WOULD HAVE MADE A FOURTH TRIP FOR NO REASON!

At this point I just wanted the monitor and asked for the same offer given previously since at this point I had already paid for the 2nd monitor and had not yet gotten a refund on the first). The store manager, in his infinite wisdom and knack for customer service declined this option and now only offered a cancelation of the 2nd monitors purchase. Leaving me with the 1st monitor they INCORRECTLY SOLD ME!

I now have no choice but to drive back to this crap store yet again and sit there for at least another hour while they refund the first order and then confirm what they sold me the THIRD time will actually work as they say it will.

To be clear this is NOT the fault of any employee other than the store manager who clearly has no desire to support his employees or solve for customer experience.

I will add that the option to submit an issue with BB support is useless. They spent an hour gathering this same story, promising they "had my back and no need to worry, we will get this taken care of" at the end they admitted it would just be sent to training to ensure future customers... blah blah blah, nothing to solve my issue other than deal with the store that caused the issue and...

This is by no means a dig at the staff of the Chesapeake Greenbrier location however the events of my day started and ended there due to me trying to buy a new MacBook Pro. I came in to order a new MacBook Pro. Due to only being an authorized user and not the account owner I could not enjoy the perk of buy the computer with my ID as proof of payment and need ed the physical card, so I ordered in store to have store pick up at Chesapeake. I was told it will take about an hour to process so I went and ran some errands (1030-1100 timeframe). At 1215 I got a Spam Risk call which I later found out was someone from Best Buy’s fraud department trying to verify that I was me and the one actually buying the computer. Well the woman spoke very softly and her English was the best. I couldn’t make out the number she told me to call back on and I couldn’t barely make out that she was claiming to be associated with Best Buy. So throughout the afternoon I made several phone calls to multiple different customer service numbers until about 4pm when I finally got ahold of someone who explained to me that they are verifying against fraud and the number that called me at 1215 was a Best Buy associate. The same guy also said I couldn’t call these associates to start this verification process so I asked him if he could transfer me to them or get I touch with them to call me. He said he’d annotate a note in my account and that was it. I waited in Best Buy for another hour to see if I’d get a call to verify I was buying the computer and no call. So I cancelled the order and reordered the computer to hopefully restart the process and get my computer tonight. That order was made at 5pm ish. I went back around 7pm and we find ourselves back in the verification process. My mother who is the account owner called customer service and they told here the store’s customer service team had to call the fraud line and get the verification process pushed forward. I went and told this information to Greenbrier’s customer service team and they said it was up to Best Buy’s customer service line to do that. So I went to called customer service and explained the entire day and the lady told me this an automated process that she can annotate my account to hopefully speed things up but that’s all she can do. My mother called the fraud line while I was talking with customer service and the man she spoke to said he needed to talk to me not my mother since I was in the store and tried to have my mother who’s not technologically inclined to three way call me into the phone call and it didn’t work but that man refused to call me directly so I didn’t have to sit on hold wait to be heard from someone in fraud. Needless to say I didn’t get my computer after 10hours today. I have college assignments that I won’t be able to complete tonight due to this headache of a day. I’d like to thank Derek, Kimberly, the guy with the blue hair (sorry drawing a blank on your name) and Brad (virtual sales rep) for all their help, I know it was out of there hands...

My husband and I recently purchased appliances (washer, dryer, refrigerator, and 2 televisions) totaling a little over $4,000.00, from Best Buy.

On January 28th, Best Buy's delivery team delivered our washer, dryer, and refrigerator to our NEW construction home. While bringing the items into our new home, they caused over $300.00 worth of damage to our walls (holes, scratches, dents, etc.). The associate took pictures and called to report the damages while they were still in our home. Our case was assigned to Jeremiah Dally at Sedgwick. I have ONLY been able to speak with him once (approximately February 3rd) since all of this happened because he NEVER returns phone calls or responds to e-mails.

I finally contacted Jeremiah's team lead, Jennifer Mathias. I talked to her on February 14th. She stated that she needed a quote from a painter which Jeremiah never mentioned. However, I sent them both a quote from a painter on Sunday, February 16th, so they would have it when they were back in the office on Monday, February 17th.

I waited until February 21st to see if they would respond to my e-mail or call me back. They NEVER did. I called both of them and left messages. I then reached out to Best Buy's corporate office. I spoke to someone named Mimi who stated she was escalating the situation and would get back with me in three (3) business days (Wednesday, February 26th). I NEVER heard back from Mimi either.

I e-mailed Jeremiah and Jennifer again on Tuesday, February 25th, while I was hoping to hear back from Mimi in corporate office. On February 27th, when I should have been celebrating my wedding anniversary with my husband, I was still e-mailing and calling trying to get our situation resolved.

I called Best Buy's home services' department earlier on February 27th only to spend 43 minutes and 42 seconds on the phone with an associate named Echo who stated, "You should hear something from Sedgwick in 4 to 5 days." Of course we have ZERO confidence in his statement as we have made NO progress with our issue.

As of today, March 5th, my husband and I still have NOT made any progress with having the damages caused by Best Buy's delivery team to our home resolved. We are EXTREMELY irritated and disappointed with the runaround and lack of professionalism we have experienced with Best Buy's claim company (Sedgwick) and now with Best Buy's corporate office. Customers should NOT be treated this way. We should not be forced to chase people down to be compensated for damages caused by Best Buy's employees.

Additionally, ALL Best Buy's employees keep telling us, "You have to get reimbursed by Sedgwick because they handle our claims." This is UNACCEPTABLE! Best Buy partnered with Sedgwick. This does NOT excuse Best Buy from being responsible, especially since Best Buy employees caused...