Best Buy — Local services in Fort Myers

We went in the other day to purchase a laptop and while we were there looked at a Sonos soundbar. The salesperson that helped us, Loren, was outstanding and provided us with a lot of information. We purchased the laptop and told Loren we'd think about the Sonos. We had some questions by the time we got home so I called the store the next day to speak to Loren. You can't even reach the store...the phones are answered somewhere in a far, far away land and they won't even transfer you to the store! The store is a good 30 min from us with traffic so I asked if he was working and they said yes. It was getting late so I didn't go but instead emailed him to the address on the business card he gave us...the same one with the store phone number on it that doesn't go to the store. The next day, Loren called me back to answer my questions and I also found out he was off the day before when I called and the far, far away land told me he was working. I would have been really pissed off had I driven to the store and he was off when they told me he was there. The salespeople don't work on commission but they do get credit for sales and I'm all about helping someone in that way when they've provided good service. After getting our questions answered, I drove to the store and purchased the soundbar. To our benefit, it had gone on sale since we were in to inquire about it a couple days prior and we save around $150! We purchased the Beam, Gen 2 to use on our pool deck and absolutely love it. We were torn between it and the larger one for around $1000 but I just couldn't wrap my head around paying that much for our pool tv. I'm glad we went with the less expensive and it works out there just fine. Long story long...pathetic that Best Buy can't answer their phones and sends the calls to a land far, far away instead of providing customer service and allowing you to call the store to make an inquiry. I even called the corporate number to make a complaint and guess where that call went? So many big box stores are going out of business for so many reasons but poor customer service, or in this case, lack of it, I'm sure could be a contributing factor. I could have purchased the exact same bar on Amazon, for the same price and with a better return policy if we didn't like it, saved the time and trouble of driving to and from the store but I chose to go back because I told Loren before we left the first day that if we purchased it, we would come back to him. Best Buy...had Loren not provided the excellent customer service he did...your competitor would have had MORE of my business. Answer your phones and show that you appreciate...

I placed an order on line and designated my Son to pick up the item as it was a gift for him. When he arrived for the curbside pick-up he was told we had already received the item. My Son confirmed we certainly did not pick up the item and we still need the item we paid for. He was denied the item and was told that someone had come to the pick up lane, knew the last 4 digits of the order number and the store employee verified their ID matched my last name. After waiting for almost an hour, my Son was told to leave and they would not give him the item. When he arrived home (30 min later) they called and told him he could now return to pick the item up. They had figured out what happened.

I drove back with him and they offered to give us the item now with no real explanation. They did not even check our IDs, they just handed my Son the item. I asked to speak to the manager who came out and said that someone with an ID matching my last name came and picked up the item but because they were driving a black car (which no one in my family owns a black car) they can now assume we did not pick the item up. I voiced my concern for identity theft I asked the store manage if this was reported to the police? Juan (the Manager) said he turned it over to "loss management" and a report was filed with Best Buy. I asked for a copy of the report or at least a case #. Juan told me flat out NO, this was a Best Buy problem and I had no right to that information. I told him I was not satisfied with that answer and he told me sorry but tough. It was strictly an internal issue.

I find this absolutely unacceptable, and I find Juan and his poor attitude completely unacceptable. I have been a loyal Best Buy customer for years and have spent many thousands of my dollars at this store. I am very unhappy and will probably never use the Fort Myers Best Buy ever again.

Negative 10 stars for Juan and his staff for not trying to make sure I was happy after being forced to waste over three hours because of their incompetence. Not everyone is management material !

NEXT DAY: My best buy card was hacked last night! Someone from Miami added themselves as a AUTHORIZED USER on that account.

Big thank you to Juan for telling me you took care of this and thank you for letting this happen to my account.

THANK YOU...

I am only doing 1 start due to the Rep Sydney who was a very nice woman and got me all setup for my Power Supply change out.

A few days ago, my PC turned off w/o warning. I knew it had to be the power supply but I feared that it might also be more due to how the UPS tripped.

I setup an appointment for 340pm and understood they are "short staffed". One of the Reps tried to tell me at first "Due to it not starting by itself we can't service it". I questioned that Rep's explaining and then out came Sydney who assisted me and got me setup with a new Power Supply. Great work Sydney.

Today, I was texted "Completed" and clicked the link and it told me that tomorrow was the earliest for a "Pickup". I called to confirm this lame check in time.

I called the store itself, and had a in store Rep from Geek Squad confirm it was completed and functional. I asked him about that check in time because I wanted it today. He stated, "Come in and we will get you". I asked if there was anything else I needed to do, and he responded "No". Then "He hung up on me".

I drove from North Cape through traffic soon after and then told at the store that I "Had to have an appointment and they would take me as a "Walk-in". He stated No more than 30 to 60 minutes.

It ended up being around 1.5 to 2 hours later.

I get you are "Short Staff", but your customer care from some of your Geek Squad members needs to be improved, and also of course higher more people. From the time I checked in to the time I received my computer, the amount of unhappy customers in line was greater than 90% and that is me being nice on not saying 95%+.

Overall for me paying a plan of $150+ for the service and plan and parts. For over $308 dollars for a simple power supply. I would have rather drove to a Mom and Pops place anywhere and gotten faster and better service. Besides Sydney, the rest of my experience was below par for Customer Care. If I was doing a review for her. She gets a 5. The rest, however 1 or a 2 at most for rest. Overall I'm forced to give a 1. I'm sorry, but my plan I paid for will never be used again.

I only went to Geek Squad for peace of mind, but I...