Best Buy — Local services in Columbus

I bought a laptop that needed to be shipped to the store and when I purchased the laptop it was going to ship in a week - perfect for work. Then it didn’t come and I get an email stating it’s delayed and will be cancelled it it is not received by January 6th. There is no explanation even though I have been waiting a week for the laptop already. So I call and am on hold for 10 minutes before someone tells me that it’s delayed, again no explanation.

I ask them if it’s in the store and finally they say it’s shipped out. I ask when it will be there so I can rearrange this to still hit me deadlines and I’m told I don’t know. I then ask where the vendor is that is shipping the laptop and I get an I don’t know.

Trying to get information is like pulling teeth and I have done nothing wrong. Also I am told I can’t cancel even though it’s a day late now because it shipped even though no one can tell me where it is. Thus I can’t buy a new one that is in store so I can have it so I can get some work done. It was supposed to come Saturday and I’m talking to them on Saturday at 8:40pm before they close . Then I ask because the representative is giving me nothing when it shipped out. After a long hold I was told it shipped out the day before. Then he says estimated arrival is Monday when I’ll return to work so I won’t need to work from home. I don’t say anything besides thank you for the information although I’m annoyed that he didn’t tell me that when I asked him when it would come at the beginning of the call when clearly he could find out.

Then I call Monday because I still haven’t gotten an email about my computer being there. I am told they have it and things are back logged so it hasn’t been scanned in. As I am talking to the service representative to find out whether they would be scanned in by tomorrow he tells me the vendor is probably responsible for the delay and then hangs up on me.

I and my family have been customers of Best Buy since I was a kid. It’s my dad’s favorite store for electronics because not only are the employee usually knowledgeable about what the best product is for your budget and needs but because they are typically friendly and helpful. This is the worst customer service I have had from anyone thus far after I’ve spent good money on a computer. I have had better service at Walmart, Meijers, Microcenter, you name it. It is disheartening to see such a low standard being applied for customer service at a company like this - supposed to be known for being the best at helping you shop.

Also no customer wants to here a representative kick the can to another company like it is that companies fault when they went to Best Buy. Best Buy is the one who took my payment, left my money locked up although my laptop was 3 days late and hung up on me. More importantly Best Buy is responsible for the accuracy of their shipment date. If you have a bad vendor, done use them or get them in line so you aren’t giving bad service. Also Best Buy is the one that failed to tell me my money would be limbo for issues that aren’t my fault and when things went wrong I was...

5 star for BB customer service for compensation 0 (ZERO) star for the installation guys! I ordered a washer and dryer combo which was delivered on Sunday. Since we recently had a house fire and are still in the middle of reconstruction the electrical outlets weren't in place yet so the installation guys hooked up everything else but couldn't plug the appliances into the outlets. After reading some horror stories about washers getting destroyed from the shipping bolts not getting removed I sent my husband outside to catch the installation guys before they'd leave and ask to make sure that they removed these bolts which one of the guys replied that they did. 5 minutes later one of them runs back in the house to look through the washer to make sure. After checking he confirmed that they're not there and he was trying to explain to me how they usually just "come out of the washer as they remove the packaging" (huh? - these are screw in bolts, how could they possibly just "fall out"?!). But since I assumed that they must be knowing what they're talking about as they likely do this on a daily basis I just trusted their word. Today (Tuesday) as my outlets have gotten installed I was ready to finally wash clothes in our own washer rather then use my neighbor's but some weird instinct told me to check the installation manual just to make sure that everything was done correctly. So I open the washer, get the manual out AND the fully wrapped installation kit and started to read it. 1st step: REMOVE SHIPPING BOLTS. So I go and look at the back of the washer AND ALL 4 BOLTS WERE STILL FREAKING IN THERE!! Even after I asked them specifically if they surely removed them and even after the guy coming back and checking to make sure that they did. I called Best Buy customer service immediately to share my frustration and express my concern about the "knowledge" of their installation guys and they issued a compensation credit which I appreciate. However I feel like that they should have workers whom are trained much better to install expensive appliances as I don't think that your average Joe customer should be the one being responsible to triple check their works. Just imagine that they "install" this washer into your Grandma's house (who would likely not even have the thought to check anything to see whether or not things were properly installed) and her whole house gets flooded due to the "experts' " wonderful skills strong sarcasm! This is unacceptable! I've always ordered my large appliances from HD in the past and never had such issue. (The only reason I ordered from BB this time was because HD didn't have these w&d combo in stock. But I'll rather wait in the future unless BB decides to start training their installation guys properly.) Now I just hope that the appliances themselves will be working out well at least. Okay guys, that's all. Karen will...

OPEN YOUR SEALED GAMES AND CHECK IF THE RIGHT GAME IS INSIDE.

I cannot stress this enough!

I ordered the last copy of Lego Star Wars for the Switch for online pick up at the Polaris location 4/15. I went home and decided to start playing, well when I opened the SEALED game, a completely different game was inside....Nickelodeon All Stars Brawl.  Someone must have bought a copy of Lego Star Wars, swapped out the game, plastic wrapped it and returned it. So, I immediately call the Best Buy Polaris number that is supplied by Google. I explain the situation to him, he transfers me to the online order customer service hotline. I'm on hold for about 30 mins. I explain the situation to him. He tells me that he's adding all of this info to my account and that I can go back in and get an exchange or store credit. But the copy I bought was the last one. So he says that he'll have them transfer a copy from the Grove City location for pick up at Polaros towards the end of the week.

So, fast forward to today 4/18. I decide to go back to the Polaris location thinking things would go fairly smooth after my conversation with two people involved with Best Buy customer service. I go in and nothing is saved on my so-called account. So, I explain the situation yet again, and long story short they say that I'll have to call Best Buy corporate again and writes down the same number. I've worked retail for about 12 years, so I'm fairly keen on how things work specifically with asset protections. I asked if there's a way to see if anyone returned a copy, he checked ....and BAM! a return for one copy that was paid for and returned in cash. So whoever did the swap, knew exactly what they were doing. I was then told issues like this have happened before at that location.

I'm a little annoyed at this point that nothing can be done in store and I would have to contact the corp number again. So, I'm put on hold for 40 mins, have to explain the situation yet again. He apologized for the run around and sent a UPS label, so I can ship the swapped product to corp. After they receive it, a refund will be processed. Finally, some relief/closer at this point.

All in all, more should be done in store if this issue happens and has HAD happened. I understand the sensitivity of the matter, but all of this back and forth was completely unnecessary and exhausting. Item was bought from the store, issue should be resolved at the store. The employees were kind about the situation and I get it, there's only so much they can do as employees.

I don't want anyone else to go through this, so please check your sealed games before you leave the store to save you from...