Best Buy — Local services in Greeley

My husband and I bought our washer and dryer from Best buy. The gentleman who was our sales associate was really very incompetent. We asked him questions about the machines and he didn't know answers to basic things. I asked if they sell pedestals for the washers and dryers in store or only online. He told me they do not sell them at all. I had just seen them online and told him that was not correct. He argued with me and when his manager came over, he corrected the associate himself saying they absolutely do sell them online, just not in the store. After accidentally hitting the wrong button on seven different transactions and having to cancel to re-enter over and over, he finally got our order placed. When we got home we received an email confirming our order and delivery of the washer and dryer. I found the associate had accidentally set up for delivery with mismatched equipment. One machine was white and the other was silver. I had to go back up to the store and speak with the same manager who was great and took over the transaction to enter it properly. He fixed the ticket and we were good from there, but I was shocked when he told me the sales associate was their best one on the floor. I was not angry, but I was definitely frustrated and I explained to him the situation and recommended additional training for the associate. For customer service sake. I wanted to pass along feedback that might make the experience better for others.

When the equipment was delivered, It was installed badly and the washer shook so violently that a brand new large container of detergent was thrown across the room and broke, spilling everywhere. The dryer kept giving an error code and would not run. They sent a technician out and found the washer was not leveled properly and the dryer was completely level which caused it to not run. It needed to be tilted forward a bit. After it was fixed, the washer and dryer ran perfectly and we have had no issues since.

A month and a half later, I went into the store looking for some assistance on headsets for work. It would have to connect to a PC and have ANC, an external microphone, and wireless preferably. They didn't have anyone in the store who was available to help for over half an hour. When I did finally get assistance, the associate was only knowledgeable about one specific headset that he personally uses. There was no one who could explain how points and coupons work through their app, and I ended up walking out of there empty-handed. I went to Walmart and did some searching online between different ones, looking for recommendations, and differences between them. I found two that would work for my needs.

I was willing to give them another shot, hoping the one-off experience while buying the washer and dryer was simply that. A one-off. It was not, and I will definitely never come back...

This is what I sent to their district manager...

I cannot say how utterly disappointed I was with the customer service offered at this store. And after reading all the poor reviews online I can see this has been an ongoing issue for this store. I went in today with the intentions of purchasing a key-less entry system with remote start and new speakers for my conversion van. No one greeted us as we watched several employees make eye contact with us and then walk away. We saw groups of 2-4 employees congragating and socalizing with one another instead offering to help us. My three children and I waited in the car audio section for over ten minutes without 1 employee asking us if we had been helped when I finally accepted that we were not going to be waited on and then called Car Toys from inside your store. Car Toys answered their phone quickly (unlike this store), were friendly (where as we were ignored and I partically think the issue is also because of the difference in our cultural appearance), and they said if we made the trip over to them they would be happy to take care of us. We than left your store and again were not greeted by any of the employees, even in passing as we left. I called the store manager Kate from the parking lot and it took over 10 minutes to get her on the phone... I was literally pulling into Car Toys parking lot by the time she got on the phone. It was so sad to see a store I once thought to be one of high quality products and exceptional customer service in the Denver area reduced to this in Greeley. It is my opinion that the employees could use some additional training in customer service areas such as verbal greetings and acknowledgments, not being intimidated by cultural differences, checking to see if each customer has been helped and management should be deeply concerned with the social attitudes (lack of professionalism) and congregating of employees on the sales floor in full view of customers. It should also be noted that my total purchase at Car Toys totaled over $800.00 that I had originally intended to spend in your store this morning. I hate to be so direct, but clearly stronger or more leadership...

Best Buy is great until you have a problem. I purchased a 75" TV and had it delivered. When I took it out of the box, the screen had lines through it. No big deal I thought, still within the return/exchange window. I went online and the website said to take it to Greeley Colorado store for return (not easy for a 75" TV). Regardless, I put it in my Yukon and took it to the store. Store helped me unload and take inside. After about 20 minutes of waiting, store "manager" advised that it was their discretion to take it back and that they would not, telling me to call 1800 Best Buy and they would pick up at my house (website never mentioned this, only told me to take to store). I told him I would gladly do so, but could not take the TV with me because I had other business to attend to and could not have the TV taking up my entire car. At that point he tells me that if I leave the store without the TV it will be considered PRODUCT ABANDONMENT. I told him I would call the number, but again I could not take it with me, which he again said would be product abandonment. I left the store and called the number..... which connected me to BestBuy customer support.... at this time, I have spent over 4 hours either on hold or explaining the situation to no less than 4 different reps. The last one I spoke to said they would deliver a replacement to my home today (1/14/22).... here we are on the day they said they would deliver a new one and nothing... a complete lie from their customer service agent.

In sum, the manager at the Best Buy store in Greeley was rude and inflexible and put me in a no-win situation by not allowing me to leave this TV at the store even though the website told me to take it there (see picture). Further, the website says you can take ANY online purchased item to the store for a return. This is a lie and a deceptive practice. I agree Best Buy can be great when you are in a pinch, but their customer service is the worst I have ever experienced bar none. Better to pay more and buy from a place that honors their stated return policy and does not give you an hours long run around on the phone for...