Best Buy — Local services in Farmington

The WORST shopping experience in some time! I thought I would give Best Buy a shot again, horrible mistake. It took some time to find the item on the website, then once found the description is vague and incomplete. I order the Surface I want, you recommend a keyboard with it, which I ordered and then come to find out, it already has one with it (not according to the description). I place my order, receive the email confirmation, then an email saying that my order is ready for pickup (even though the tablet was shown to be a week out), then another email that part of my order is ready for pickup, then another that states that an item is not available at the current location, then another part of your order is ready, then another that its ready for pickup, and yet another that its ready for pickup. This was all from the 20th to the 24th even though the original order confirmation said the tablet would not arrive until the 29th. Wow, who could tell what the heck is going on with “ready, part is ready, ready, part is ready, ready, ready”? To top this joke off is the phone call that if I didn’t “pick up my order it would be returned”. So I called and was informed that, the order was not ready, only parts of the order. So you are then going to make me drive 30 miles to pick up part of an order, then come back, yes another 30 miles, to pick up the rest or “it will be returned and cancelled”. Really? What horrible service, who did you get this from? What genius decided this was good company policy? During the call I mentioned that I was not going to drive 30 miles twice to pick this up, I asked why they would not extend the pickup date to the 29th when the entire order was there, complete? No one knew that part of the order was not there, it was a big surprise to them. One person said she would move the pickup date to the 29th so I could come in one time and not twice, but she could not actually do this, :the system will not allow me to change the date” again completely surprised. “Let’s get a manger that can do it” I requested, long wait, manager picks up and I have to tell the whole story again because she has no idea what is going on! She cannot fix this either, so now I am going to have to come twice to pick up one order! I am in Denver at this time so I look and a local store has this all in stock, I contemplate just going there and getting everything but I don’t have time for this either. Somehow a tablet appears for nowhere and the entire order is now ready for pickup, amazing magic! The order is collected, unpacked and now I find that a keyboard is included and now I have to make a return trip to return the keyboard you recommend I buy with the surface that has one already! Again, amazing service! Never again! I wish you the best, as for me and my family (including any person that will listen) we will not be shopping here again, no thank you, I don’t have the time to deal with a company who knows nothing about...

The people at Farmington were nice, but their company policies created an excruciatingly unpleasant and stupid customer experience for me, and there's no way to leave a review for the whole company. So I'm doing it here. It doesn't matter which store you shop at, this same thing could happen to you.

I am also not trying to get satisfaction by speaking to them personally, because they're not going to change their policies simply because of my complaint. They might give me a gift card or something, but lots of other people will go through the same thing I did. So this has to be public. Sorry, Best Buy.

When you buy a laptop from Best Buy, they withhold a very crucial piece of information from you:

IF THIS LAPTOP NEEDS TO BE REPAIRED, BEST BUY FORCES YOU TO COME TO THEIR STORE. THERE IS NO MAIL OPTION.

This is not a big deal if you live in a city. But I live 2 hours from the nearest store.

You have to make two trips: one to drop off the laptop, one to pick it up.

THIS MEANS THE ONLY WAY I COULD GET BEST BUY TO REPAIR MY LAPTOP IS TO DRIVE 8 HOURS. 4 hours round trip to drop off; 4 hours round trip to pick up.

I spend a lot of time in their phone system trying to get a mail option, but nothing worked.

One nationwide employee in their phone service told me I could try talking to the local store to see if they would give me a mail option, BUT IT WAS IMPOSSIBLE TO GET THROUGH TO A LOCAL EMPLOYEE AT THE LOCAL STORE over their phone network; every single option I tried, every button I pressed, routed me to a national employee.

Their phone system is designed to completely prevent you from being able to talk to an in-store employee.

So, that didn't work.

And, when I drove the FOUR HOURS first trip and dropped off the laptop, I asked the geek squad person if they would give me a mail option for the return side of things, and he said no. He confirmed; I would have to drive 4 hours round trip just to pick up the laptop.

I've never had a worse experience with any electronics store in my life.

I've had several Amazon laptops repaired over the years. It's super easy. You make the inquiry, they send you a pre-paid UPS padded box, and in a week, the laptop is back at your house, repaired.

It's amazing that Best Buy believes their business is going to survive against such superior competition.

I feel sorry for all best buy and geek squad folks who are working for a doomed company.

Amazon kicks ass. Buy your laptops from them, even if you live in a city close...

Came here because we still don't have an Apple store in Farmington for some reason.

My first Geek Squad appt was ok. Both times (since I had to come back), things seemed to be ok. They did get to me about 10 mins after my appt time.

When it came time to pick my device up, I never received a call. Text. Nothing. I had to call the 1-800 number for Best Buy to find out on my own. I made an appt to pick the device up and proceeded to wait 27 mins past my appt time to be seen. It appeared another lady was allowed to make a 2:20 appt as well and she was seen by a second technician while the first was busy with another elderly couple. This caused a lot of frustration already because I made an appt and needed to be at work by 3pm.

The gentleman who helped me said the phone would activate itself after putting my icloud info in. Well. Now I have to wait 3 days for iClould account recovery and maybe then it will activate. Or I may have to go to Verizon. I don't know. I thought Geek Squad and Apple Care were supposed to take care of all of this stuff when they had the device.

The entire situation is frustrating, but not necessarily the employees fault. However, it was still extremely annoying seeing two different parties being helped during my entire appointment time, which is why 3 stars for Best Buy. Please fix this problem. I will probably mail in my device myself next time if nothing is improved. I'm not any more important than the next customer, but I did have an appt time that I do expect...