Best Buy — Local services in Elizabethtown

Changing a previous 5-star review to a 1-star for this location over the conduct of the manager, Drew. Arrogant, snarky, and immediately began making excuses without attempting to engage the complaint or customer.

I requested to have a monitor taken off a shelf and watched for about 15 minutes as...

(1) A female employee with red hair seconding the main casier at the front desk, stated neither of them could physically leave that location. She passively tapped at a tablet without much feedback, trying to "call" an associate for a shelf about 10 feet away;

(2) After several minutes, I asked the Geek Squad rep, who was 5 steps from the shelf, if he could do it - over the next four minutes, he also began tapping at his screen trying to "call' someone, stating that there was nothing he could do and that I should go wait 5 feet away near the monitors. I farcically pointed at the shelf a few steps away and asked how on earth that could be, and suggested this miraculous associate just show up at the front desk. I took a 4-minute recording of four desk associates standing there assisting 2 customers, while I continued to sit;

(3) After ten minutes total, I asked the front door screener if, for the love of god, he could access the shelf or find someone who could;

Finally, when I stood at the front desk until they would address me, one of them (larger man with a beard) did leave at the 15-minute mark and help get the item off the shelf. He had an actual "human" manner of engagement and apologized for the wait.

When the manager Drew subsequently arrived, he immediately gave the impression that he regarded the whole thing as a massive nuisance. I explained that I was extremely upset not because of the overall delay, but because of his staff's helplesslness and lack of hustle. He immediately started citing low staffing and heavy costumer volume as the cause. I laughed because for the past 15 minutes I had watched three desk associates, a door screener, two geek squad guys, two sales associates on the floor and the manager himself milling about serving 3 customers in total. Check store footage - I was at the store around 6:30 pm on Sunday December 8th, was wearing a black sweater and green pants.

The manager accused me of interrupting him and the conversation escalated. He was cocky, glaze-eyed and clearly unconcerned about the entire thing. I finally realized that he did not care at all and just told him he was bad at his job, for which he sarcastically said, "thanks, I appreciate the positive words." It was a shamefully apathetic display of communication from a member of store leadership.

Absolutely unnecessary escalation and sloppy handling of a 5-second issue ("Yeah, one sec, let me grab that for you.") All it did was piss off a customer who previously left good reviews. Drew had an attitude to match my frustration and came in hard.

I'll continue filing complaints about Drew until this...

helpful sales staff; corporate mismanagement almost completely ruins it. this store, which is about 1/4-1/2 the size of most best buys often doesn’t have what you want in stock. i scheduled a repair for a new iphone battery several days in advance. When setting the appointment I informed them of the exact make and model. After arriving on time and waiting for staff to run a diagnostic, I was told I would need to make another appointment, pay $100 up front, and return to have the battery installed a week later. Who has time to make multiple appointments to have a battery repaired?!? The friendly, knowledgeable geek told me she saw the battery as in stock in their system but couldn’t find it. Total waste of my time, in friday afternoon rush hour traffic, for something I need for my livelihood. if you can, go someplace else. I certainly will.

Update: I returned the following week for the repair I had already paid for and the battery was still not there! The same tech who had worked with me during the previous visit called me to cancel a few minutes before my appointment. I had just pulled into the parking lot, so the call was a total waste, as was the time I spent going there. I ended up getting a refund and going to ubreakifix, which is across the street. Their repair was more expen$ive, but it was done in 2 hours. apple certified, too.

The real kicker for all this is that Best Buy corporate reached out to me after seeing my initial 2-star review. They asked that I contact them with an order number on Facebook messenger (or IG or twitter) to talk about my experience. After several back and forths over several days with a friendly chat bot that may have had some human guidance at times, they politely offered to “document” my experience, as if that does me any good. Even after corporate learned that I had to cancel the repair entirely, they didn’t offer me anything but canned messages of “understanding.” I never lost my cool or became rude. I think their strategy is to try to make people feel heard and do nothing to actually address the issues or compensate people for the massive amounts of time their requests to “document” the deficiencies of their system cost their customers. Talking to an AI or AI assisted human does not make me feel better, lol. They wasted my time, don’t seem to care, and it stinks.

I’m giving 2 stars because the sales people and geeks at this location are always super professional and friendly,...

My parents went to the store in Elizabethtown KY before Thanksgiving and purchased multiple appliances. They were told these appliances, stove, freezer, dishwasher would be delivered 12/05/2024. With the exception of the refrigerator that was on back order (understandable). My parents were told the delivery would be on 12/5 any time between 7am and 7pm that day. With a call at least 15 mins before they arrived. My mother stayed up all day with my father taking off work so someone could be there for delivery because I was working. So when I came home tonight expecting to see new appliances I seen still bare holes where the appliances should have been and the old ones removed from the DAY BEFORE to be ready for the possibly early arrival. Not only did my parents pay a decent amount for their first new appliances in about 15 years, but they are old fashioned and still believe in regular home cooked meals. Which we were not able to because we already moved out the stove to the garage.

As of right now I’m unsure the reason for them not being deliver, so I will change my review if I’m in the wrong. And it wasn’t their fault but other than an accident on route I’m not sure I can accept it. I don’t leave for work until til almost 5pm and at the time there was still no sign, or call from the delivery people. It’s insane to me that they can give you a 12 hr wait time. 7am to 7 pm!? That’s ridiculous and the times and slots for delivery should give the customer at least half their day to enjoy and not sit around waiting only to be let down. I will update as soon as I see what happened with the delivery. And will adjust...