Best Buy — Local services in Greenwood

I wouldn't even give this store one star. My experience with a simple warranty for something purchased in January of 2022 and owned for only 20 days would seem like it would be a simple issue to resolve, but that is not the case here. I purchased a warranty, which I now feel was a waste of my money. I have had a negative experience with this store a few years back with an HP computer purchase (needed repair), which I paid for a warranty. That situation resulted in a refurbished model returned to me and not my original computer. The refurbished model started having issues, eventually it was unrepairable. 1st, poor experience with Best Buy Greenwood ( I didn't return it and never made a complaint about the issue I had @ that time-I let it go), my 2nd experience is with an S pen that came with a tablet I just recently purchased. I've been given the run around for an item that is suppose to be warrantied, either by the store or parts department. I purchase TWO tablets, with warranties! Contacted Best Buy customer service --1st phone call, they made an appointment for me at the Greenwood Location. Went into store, got customer geek guy one, passed to another geek guy, told to contact parts dept., contacted them, was sent to another department which had nothing to do with parts, hung up called back to parts, they told me to contact store, its their warranty issue, parts wont issue one unless store contacts them directly at parts and they will issue one, at this point between the store and phone calls, sent to wrong departments, I had talked to 6 or 7 different people at least.. Called same day, spoke with Best Buy customer service representative explained to her what is going on, she apologized. I asked for a store GM to help me resolve this issue...She emailed store manager, was told this person would reach out in 2 hours or first thing next morning. Never received a call from anyone, called back two days later, was put in with local geek squad talked to person number one, who transferred me to someone else, who told me the store can not order this pen you must go thru parts, and I explained to him, per the Best Buy Parts dept., this product is still under store warranty and the store can call parts dept. and order a pen for me--he replied, the store is no longer allowed to order parts from Best Buy parts department any longer. He gave me two options, I can call parts department again or try Samsung. I am beyond frustrated, because from the time I made the initial call, I have spoke to approximately 12 different people-this is the worst customer service. I was told by buy a different Best Buy customer service rep, that she was sorry this is happening and this is a simple fix and someone should be able to resolve this for you simply...boy was she wrong...nice lady, but wrong. When I purchased my last computer from Best Buy the situation was resolved poorly....I thought I would try with Best Buy one more time and I purchased two tablets with warranty, purchased one in December and one In January. I can see that my concerns with giving Best Buy my business was warranted. I am retired, owned my own business. I would NEVER treat a customer as they have treated me-if a product has a warranty, COVER IT!! Don't make a customer talk to 12 or more different people without making EVERY effort to help them resolve their issue. I could have purchased this tablet for considerably less money at a local Costco, probably should have in retrospect, but against my better judgement I decided to give Best Buy my business because I wanted a warranty and a place I could take my items directly to--to get serviced if needed. I spent 444.00(x2) for 2 tablets and a warranty (over 800 dollars) and I don't feel like this warranty was worth the purchase. I am in the market for a new computer and printer, as I stated the HP Computer I took into Best Buy to be serviced was not the one returned to me (refurb) I took pictures before I sent it in for repair. Not sure I can trust Best Buy at this point, so...

I'm being generous with those two stars because I've browsed through this store often dating back to when it first opened. I've bought many products here that have given me years of enjoyment. If I know what I want and I can locate it fairly easy it's a fine place to be made to feel like a criminal by the guy that stares at me when I walk out after making my purchase, which doesn't seem that weird after the cashier has asked my name, phone number, zip code, tried to sell me a subscription to Time, Rolling Stone, or Sports IIlustrated, tried to sell me a warranty on gum, tried to sign me to a contract to clean my CDs or DVDs if they skip or become unplayable for the rest of my life. Those cashier's and the creepy door guy are good at what they do. It's once you get about 20 yards into the store that things fall apart.

Anytime I've had to ask for help it seems that nobody has any knowledge of products surrounding them. The products on display are usually not the products that are available for purchase.

Once I got so frustrated after looking at camcorder features, deciding on one, waiting on the blue shirt to search for it through all the brand new-in box-not for display cameras, only to get the same answer again and again. "That one is out of stock." Eventually I just asked to look at what was under the counter and googled the model numbers from the boxes to decide which I liked best.

After many more similarly frustrated experiences I recently tempted fate and bought my most recent phone through their website. I thought if I did the research, bought and paid for it online, and only had to go to the store when THEY emailed me telling me it was ready to pick up that there would be little room for error once I received that email.

I ordered the phone before they opened and the website said it would be available to pick up that day. I get the email 10 hours later, 30 mins before closing time. That's fine they were probably busy or whatever and it was the same day as the website had predicted it would be. So I raced over there and arrived about ten minutes from the time I received the email.

Somehow in those ten minutes my phone that was "ready to pick up" went missing. I then got passed around between the three people at the pick up counter, a guy that was called over to check with the Verizon guys, the Verizon guys themselves, and back to the now empty pickup counter. Long after the store closed somebody somehow was able to find my phone in the same storage closet that the first three employees searched through unsuccessfully. I was still owed two accessories that were part of a free promotion when buying the phone but I didn't even bother to bring it up after what I thought was going to be a five minute transaction.

I have to believe there are or have been some good employees that have worked here throughout the years but I've never had the pleasure to...

Best Buy needs to seriously improve their customer service experience if they plan on staying in business. I purchased a dishwasher in-store from them for the first time because they had a good price and have since been mortified by all the bad reviews I've found today detailing similar experiences to the one I'm about to share. I went into the store looking for a dishwasher, and luckily had done some online research beforehand because no one approached me to help even though I spent several minutes looking at different models. I eventually went up to a "sales"guy who didn't even have to get up off his stool to order the washer for me. I was happy it would be delivered at the end of the week, just a couple of days before Christmas. The evening prior to my schedule delivery I received FOUR automated calls confirming my delivery. The next morning I receive a call from a delivery guy informing me that my dishwasher is still in Chicago, and that I need to call the store to tell them they can't deliver it. Repeat...I HAD TO CALL THE STORE to tell them about the delivery issue... I called the store and explained the situation. Very quickly the associate told me she submitted an escalation ticket and someone would call me within the hour. I asked her if they had any other washers in stock, and she assured me escalation would go over all my options. Ok fine. Escalation called and suggested that I call the store to see if they have a washer in-stock that could be installed until my actual washer arrived. They agreed to email installation to see if a washer could be installed next day, but it was my job to find a washer. WHAT?! So, I called the store and was told that I would have to buy one of the open-box washers they have on hand. Yes, this would mean I would have to purchase a SECOND dishwasher. Because don't we all have hundreds of dollars lying around over Christmas?? I told her I would have to call back. I decided to call the customer service line and reached a very rude woman who must have been taking calls outside from a New York sidewalk because I could barely hear her with all the background noise. She offered no other solutions, agreed that she wouldn't want to pay for two washers either, and then asked if there was anything else she could help with. It was so unclear to me that we were actually at the end of our call that I had to ask. There was no resolution, no other options presented, no support... Keep in mind at this point, no one has even offered to reschedule my delivery or offer a discount for the inconvenience. Nothing. I called the store back and cancelled my order. I got no push back, no offers to go get the manager to see what else could be done, no offers to reschedule, or even a feeble attempt to save the sale. My total purchase, including installation, was close to $800. If Best Buy doesn't need my money, I'll go give it to another retailer that does....