Best Buy — Local services in Dover

Dear Best Buy Customer Service,

I’ve been a loyal Best Buy customer and Total Tech Pro member for over a decade. During that time, I’ve shopped at numerous Best Buy locations across several states. A key reason I’ve continued to purchase all my computers and major appliances from Best Buy is because of the consistently helpful, knowledgeable, and welcoming staff.

Unfortunately, my recent visit to the Dover, Delaware location did not reflect the customer experience I’ve come to expect.

While shopping for a new TV for my wife, I had narrowed my options down and went to find a cart that could safely transport a larger TV. At the front of the store, I located a flatbed cart with railings — clearly the best tool for safely moving a large, fragile item. However, as I attempted to take the cart, I was stopped by a staff member, who informed me that it was for employee use only.

I explained that I was shopping for a TV and that this cart seemed necessary to safely transport the product. Shane reiterated that the cart was not for customer use. I expressed disappointment, stating that I may need to shop elsewhere. Only then did he ask what I was shopping for and offer to assist. At this point, another employee kindly brought me a customer-use flatbed cart — one without railings — and I thanked her.

With that cart, I selected a 65" Samsung TV, a full-motion wall mount, and a power strip. Unfortunately, the cart provided was barely large enough to hold the TV flat, and navigating the store aisles was difficult due to narrow spaces. As I exited the store and made my way through the parking lot, I had to stop and reposition the TV multiple times to keep it from sliding off the cart.

I understand and respect the importance of store policies. However, I also believe there should be room for practical judgment and customer-focused service. The initial cart with the railings was clearly the appropriate tool for transporting a large and expensive product. Requiring an employee to accompany a customer just to use such a cart seems inefficient and unnecessary, especially when the customer is still making a decision.

While I appreciate the staff members adherence to policy, his approach lacked the warmth and helpfulness I’ve come to associate with Best Buy staff. His demeanor was more confrontational than inviting, which made the experience unnecessarily frustrating.

Thankfully, the second staff member who brought me a cart helped salvage the experience — otherwise, I likely would have left without making a purchase.

I’m sharing this feedback not to complain, but to encourage reflection on how policy can be enforced with a more customer-friendly approach. I remain a loyal customer and hope this feedback is taken in the spirit of improvement and...

These guys are terrible…not interested in listening to their customers. Over the last 10 years Best Buy has been my go-to for electronic products: phones, computers, TV’s. I’ve had a few minor issues with them…nothing of note…but the one time I did have a problem I needed their help straightening out they showed me they couldn’t care less about customer satisfaction. Recently, I purchased a computer online. I picked it up at the local (Dover,DE) store, and when I got home I noticed that the model number on the box did not match the model number I paid for. I called and was told that they agree that the models are different and that they had the correct one in stock and would make the switch. When I took the incorrect model back they would not make the swap…said that the SKU on the box matches the SKU on the model I purchased. So they said that I did receive the correct computer. I pointed out that regardless of what their SKU says the model number is not the same nor is the description on the label. ….the description of the computer on my receipt does not match the description on the box. I noted that the model number I purchased specified a 32Gb RAM and 2TB storage… the description on the box of the unit they gave me is 16GB RAM with 1TB storage. They had one of the Geek Squad come over and the Geek Squad said that the description on the box is in fact different than the SKU description…said RAM and storage are different. So the guy that was “helping” me calls someone (I guess a ‘higher up’). Once off the phone I was told that whoever he was talking to agreed the numbers matched and that I did receive the correct unit … this despite what the label on the box and what the Geek Squad says. Obviously they had no intention of taking care of their (now former) customer, or giving me what I actually paid for, and they obviously do not need my business regardless that THEIR error is printed in black and white on the label. The way I would have handled it…I would have gotten a different unit out of stock, made sure my customer was satisfied with the exchange, and sent a happy customer on his way. I guess I’ll see if I can find a company/store that values...

Best Buy in Dover, Delaware, provides a mixed bag of experiences, leading me to give it a fair three-star rating. While there are commendable aspects to the store, there are also significant areas that need improvement.

Firstly, the positives: the staff at this location are friendly and helpful. During my visit, their customer service skills were apparent, especially in the way they managed to maintain professionalism under pressure. A specific instance worth mentioning is the excellent job they did with my radio installation. Despite the challenges, the end result was satisfactory.

However, the major downside of my experience was the noticeable understaffing. It significantly impacted the service speed and efficiency. For instance, my radio install, quoted at 30 minutes, ended up taking three hours due to the tech being the sole person running the entire install section. This kind of situation not only puts undue pressure on the staff but also leads to delays and a less-than-ideal customer experience.

Additionally, the store itself feels like it’s in need of an update. Compared to other Best Buy locations, it falls short in terms of modernity and overall ambiance. An updated, refreshed look would greatly enhance the shopping experience.

On the brighter side, the store offers a decent selection of products at good prices. The variety meets expectations, and the competitive pricing is definitely a plus point for budget-conscious shoppers.

In conclusion, while the friendly staff and good pricing at Best Buy in Dover are noteworthy, the issues of understaffing and the need for a store update cannot be overlooked. Improvements in these areas could significantly elevate the overall customer experience. As it stands, it’s a decent option with the potential to be...