Best Buy — Local services in Delta Charter Township

General Manager of the store tried to physically intimidate me to leave the store in front of my 6 year old son after they messed up a pick order on their end of an AC unit on the hottest day of the year so far during a heatwave. Bought the AC online through Klarna, Best Buy said pick up would be ready in an hour. Went to Best Buy an hour later to pick it up and they said they couldn't release it until possibly 8/30. Asked them why and they were unable to explain. Showed them that I had already been charged for the purchase and that it was clearly a problem on their end. At this point I decided to to just wait around the store for a bit to see if the order would finish processing but this was apparently not acceptable because both members of staff, the GM and the Customer Service rep became hostile. The GM demanded I give up my cart because it was a "special TV cart" (that they had brought out for me to use btw, I didn't put the AC on this cart they brought it out like that and had been letting me use this cart to wheel it around the payment area for about 5-10 minutes before the GM decided to get involved for absolutely no reason) and my 40 lbs son was going to apparently damage it but the 80 lbs AC unit was fine, in reality he did it to be confrontational because I told him I would rather wait for my order to process in his store than sign up for a Best Buy credit card and he was offended when I called him out on it being an inappropriate time to try and hawk their predatory credit card services. At this point he told me that if someone ordered the AC unit I had already purchased (money had left my account I checked multiple times) they would still take it from me despite me being physically present in the store and holding onto it in store at this point. I asked them why they could not simply put the item on hold until whatever issue they had on their end cleared up and the GM told me that that would not be possible and he had decided so without even calling or checking with anyone higher up. He could have been reasonable given that they had clearly made a mistake and made an exception if this was policy (I highly doubt it, it more seems like he was making things up on the spot to make my life inconvenient like taking the cart away for no reason) but instead he chose to be rude and incorrigible going so far as to enter into my personal space and attempt to square off with me which he continued to attempt to do until I called him out on this behavior asking him if he planned to make me leave the store physically at which point he backed up and stopped with this unacceptable tactic. Lansing Mall is already bad enough without this Best Buy charging too much money for garbage appliances and literally physically bullying people out of the store for their own mistakes. I went and bought the same AC at Home Depot 15 minutes after cancelling the order through the same service I used at Best Buy so it was definitely an issue on their end and now they are out $400 in what I assume is an already failing store judging by the parking lot most days. Anyway GM should be fired and whoever the guy in the grey shirt is, the middle aged gentleman with the salt and pepper hair, that guy was cool, make him the GM instead because he at least knows how to de-escalate a situation. He actually seemed interested in helping to fix the problem whereas everyone else involved was doing as little as possible, it's clear that they just want to work as little as possible and flirt with their coworkers all day. I saw the GM flirting with a Geek Squad girl not 5 minutes before this interaction which I already thought was highly inappropriate behavior for a GM and I can see that this behavior continues throughout most aspects of this individuals attempt at management in this store. Oh yeah manager also tried to imply that because I was using Klarna to pay that I was too poor to afford the AC which is just rude and unacceptable to do. He is a rude and confrontational person who should not be...

Purchased a remote start for my 2017 and was told it would take around 4 hours to install on my vehicle. After 5 hours I received a call and was told it would take another hour because they were having trouble installing it. Another hour later, I was called again and told they could not figure it out and that they were currently taking it back out of my car and recommended I return it. I ended up taking it to the dealership after this incident and it was installed in 2 hours with zero issue.

Edit: It has been 5 years since making a purchase from this location and lo and behold, I gave them a second chance to my regret. I am in need of a new PC and when I looked at the Jackson location, they did not have the specs I needed. I called the best buy sales line, and the sales rep found the specs I was looking for at the Lansing location. She said the PC could not be put on hold, but she could text or email me an invoice to pay for it, head that way and it would be ready upon arrival. I paid and made my way to Lansing. Upon arriving, there were 4+ employees goofing off and gossiping around the door, whatever. I went to pickup and was told by the associate he was having "trouble processing it" and asked the girl near the door that was goofing off for assistance. She couldn't figure it out and paged for a 3rd associate who claims his name was "Phoenix". He said that he had my invoice for the transaction, that it was paid, however they did not have it in stock (after sending the female associate to look for it). I reiterated that I only drove up here because I was told over the phone that it would be ready today, and it said the pickup date was today on my invoice receipt via email. He gave me an unapologetic, shoulder shrug response and said my options were to wait until it was shipped to the store or cancel the transaction for a refund, also diverting blame to the woman I spoke with over the phone saying that it was a call center and that she was not from the store. I said if they couldn't keep their promise after I already drove all of this way from Jackson, to just cancel it. He proceeded to cancel it and AFTER FINISHING says "oh wait, it says there is one in stock". He comes back with the PC and stated, "I dont know where she was looking, but I found it". He then proceeds to tell me that because he already canceled, now I have to be recharged meaning that instead of the $2,300+ charge, I will now have two $2,300+ charges until the first pending charge is dropped. I have never experienced such a level of incompetence and lack of caring. Not once was I offered an apology or solution for THEIR MISTAKE, just a "Well it's already canceled, so this is your only option". Best Buy has been going out of business for a reason, and this is a shining example. Charging my account for $2,300+ and acting like it's no big deal that I now have to wait for a refund and get charged again if I want to purchase the PC same day is disgusting. I would be much less upset and understanding if I received decent customer service, but they couldn't make it more obvious that they did not care whatsoever. I left with no PC and a $2,300+ hold on my account. Best Buy, you lost out on a decent sale and I will never do business here again. I will make sure anyone considering buying from Best Buy hears about the multiple nightmare experiences I have had. I will be going to the microcenter or ordering my PC direct from manufacturer where customers are actually valued. I will add that that the store closed at 7PM this Sunday. I made the invoice payment after calling at 5:55PM and arrived at the store at 6:35PM. The associate named Phoenix did give me a huge run around prior to canceling the order about how they were likely struggling to get it to go through because "it has to be made an hour or more before closing time to be same day" (which it was). I think the moral of the story is they had less than 30 mins left in their shift and were too lazy to perform their job to even a slightly...

TL;DR: Don't ask your fiancee to swing by and grab something real quick. A few staff will provide terrible customer service experiences if you're a female, they are unwilling to work with you, and shouldn't have jobs. The most redeeming part of the experience was Aaron who assisted me when I attempted to find the product. He really probably deserves a raise because he's the only reason I'll come back instead of sticking to Amazon.

Normally I feel pretty indifferent about local retail stores. Don't really love them, don't hate them either. Amazon is just usually easier unless I need it ASAP.

Today though my fiancee and I experienced the worst customer service that you can believe. She was attempting to swing by for me to get an item that their website claimed to have 3 in stock. When she went in someone assisted her with finding 'the item'.

After that person walked away she realized it was in fact the wrong item. A converter with the same connections, but in the opposite direction. Something that may be technically usable, but not appropriate for the application in question.

She finds another sales person for assistance. They look around a bit and then claim the item we need isn't in stock. She looks to her phone and tells him there should be 3 in stock. The salesman tells her, "Oh you can't always trust the numbers shown online to be accurate". Confused by this she explains that it claims she can order it now and pick up in store today. Would the website really offer that if it weren't the case?

The employee then explains to her that in cases like this the order would either: a) be cancelled, or b) have to ship from a different store. Claiming that if she tried either one of those two would happen. OK - so if true, then it's good to know you can't trust Best Buy's website.

At this point she tried to show the salesperson her phone with the product. They essentially refused to look at the phone to see the SKU, adamantly repeating to her that they were sure it's not a product they have.

At this point she was done with the experience. And understandably so.

She explains all this to me, confused I check the website again. Yep, in stock. So I then call the store and confirm with both the Automated System and a human that in fact they should have 3 of them.

So I drove up there myself to see if they're in stock and make sure someone is aware of the terrible customer service they are providing. Lo and behold, they are in fact in stock - they had 3 new ones and even an open box.

The salesperson who assisted me (Aaron) was excellent and understanding of the abhorrent customer service they showed my fiancee. At the end of all of this though I'm left with two feelings. The only major difference between our attempts to get the item is that I'm a Man and my fiancee is Female. The guy who "assisted" her probably shouldn't have a job since clearly they're unwilling, or unable, to provide females with a proper customer service experience. And more importantly to Best Buy - they're making it harder and not easier for Best Buy to take...