Best Buy — Local services in Hiram

First of all I need to say that Matt the installer at the Hiram location is absolutely amazing. He was very friendly and very kind. He helped me with the additional purchases that I had to make as well as doing my install on my touch screen in my vehicle. He is truly the only reason why Best Buy is receiving a five-star review from me. YOUR ABSOLUTELY AMAZING MATT! Thank you.

My first initial experience with Geek squad Best Buy was absolute trash. I called the Smyrna location to speak with somebody at Geek Squad about what it would cost to install a touch screen in my vehicle as my screen was shattered in my car. Because they were busy and someone was not able to answer their phone, it automatically transfers to a call center located God knows where. I spoke with David Z. Now I have to say that he was very kind to me. But what infuriates me about my experience is that he lied to me and then had opportunities to make it right and still lied to me. I told him that I knew nothing about having a touch screen replaced in my car and had been Price shopping and wanted to know what it would cost to purchase a new touch screen and have it installed and what my all-in rate would be. He said that Best Buy is actually running a deal because of Black Friday. Now don't get me wrong, I work in customer service so I know how this game works about "deals" but I continue to listen. He said due to an early Black Friday deal that they are having, all I have to do is purchase the touch screen and the install process would be free. I was blown away at this information as that did not seem real, but I was very intrigued as anyone would be. I continue to repeat to him that "all I have to do is buy the touch screen and the install process would be free?" He continued to tell me yes that there were no other fees. Just purchase the touch screen and I'm good to go . So, naturally, I decided to purchase the touch screen. He then had an opportunity to be upfront with me when setting up my installation appointment, as it prompts employees that other additional items are needed in order for the install to take place properly. But instead he did not use that opportunity and told me that that was all that I needed to do, and that my appointment was set up. I also asked him to set me up at the closest install location to me. The Hiram location is only 15 minutes from where I live and he set me up with an install location in Dunwoody. He also did not order the additional parts for my install for the Dunwoody location, so I would have drove all the way to Dunwoody two days later,after my purchase, with no parts to install my touch screen. Fortunately I went with my gut to the Hiram store to ask questions about my touch screen and make sure that I purchased the correct touch screen as the language barrier was also extremely strong. That is when I found out that not only did he not tell me about the additional parts, but that I would have to pay double what I was originally told in order to install this touch screen into my vehicle.

I hate doing reviews but I did this review for two reasons: one to let everybody know that if they need an install done, that Matt is your guy. But also to share about my horrible experience with the new call center customer service rep named David Z. I hope that you use this review as an opportunity to not only correct him, but to make sure that when all sales associates are trained, if the customer asks you the all-in price, it is then your responsibility as a sales associate to be honest and upfront with a customer about what they are going to actually pay! Had I not had the additional money that I had to pay, I would have been devastated and honestly embarrassed when that could have all been avoided, had he just been honest. Unfortunately I will never ever use Best Buy to install anything for me ever again. Again thank you Matt , as well as the nice lady I spoke with...

Our transaction started out bad from the beginning. We went into the store today to buy a specific tablet already knowing what we wanted. As we browsed one of the sharkes came over and began crowding us as we looked at the device. The shark completely took over the tablet and began pushing all over it showing us stuff we wernt even interested in and then he got completely lost once he got into the different apps to the point he had to just walk away.

We told him we wanted the tablet in white. He walked away to get it out of the stock. While doing so another customer couple grabbed him and he began walking around assisting him for the next 5 minutes. When he finally came back he was carrying the gray model. when we asked him for the white model he was like, "what?" Like he didn't even know white existed. Then we showed him the one on display and his responce was, "o wow. Well this is the only one we have." Then he once again got distracted by other customers. After another 5 mins he came back and we explained to him that we didn't want the gray we wanted white. He again insisted he didn't have the white and said he could show us online. Then he got distracted again. We grabbed another clerk who was nicer and who was more willing to help. She looked it up in the system and said they did have the white in stock, then she left and went and informed the first guy that they did have them. After another five minutes he came back and asked us what was going on. We told him that the other clerk said the white was instock. He was like "o. Well let me go look." He left, immediately got caught by another couple who he helped.

Finally we were so frustrated with him that we focused our attention on the electronic manager who had been steady helping and racing around helping people. After 15 mins we finally got his help. We explained to him our situation and what we had been dealing with and his responce was "we absolutely have the white instock." Then he raced off to the lockup. He pulled the tablet off and handed it to the guy who had been helping us the first time. He got pulled back some customers he had just finished helping. The first guy also was busy assisting other customers. For the next 20 mintues we sat there waiting to see what was going on. Finally the first guy came back with the gray tablet again and was like "so are you ready" we asked about the white again and his responce was "o, no like I said we don't have those in stock." So we disrupted the manager and asked him what the deal was and he rudely said no we don't have any whites sorry. Finally we were like okay fine well take the stupid gray one. So we were escorted to checkout and made our purchase. No appologies were made to us about the way we were handled even after we told them how long we had waited and how unsatisified we were.

While at checkout the shark made his spill about the insurance protection and trying to convence us that we needed this. From the second the words started coming out of his mouth I told him we wernt interested. He continued to talk without missing a beat. I told him no 4 times but he kept on talking forcing me to hear his whole spill. Finally after he was done he let me tell him no once more.

In all our experience was highly poor and was completely unworth it. But to be honest this is the kind of stuff that's been going on at this bestbuy store for years. It took us a hour and fifteen minutes to make a purchase knowing what we wanted when we went...

I would give this zero stars if I could. On December 29th 2024 we called the Hiram Best Buys Geek Squad to set up an in-home appointment for my printer. We had previously tried to correct the problem over the phone to no avail. We were told that even though we paid yearly for the service, we would be required to pay $79.99 in advance for the service call. We were given Jan 7th 2025 as our service date with service occurring between 7am and 7pm. We were further advised that the day before we would receive a notification of a tighter window for our service. Even though the Geek Squad had 4 different ways to notify us, they chose none of them. I asked my husband had they contacted him in any way with a more accurate time for their arrival and they had not. On the 7th I was waiting for a call, text, email or something letting me know when they would arrive, and once again nothing. As the hours ticked away, I had a bad feeling that we were going to be stood up. At 1:13 pm I called the store to try and get an ETA. I spoke to Brandon and he advised me that the work was actually going to be performed by an outside contractor and not Geek Squad themselves. He also told me not to worry because they were trained to perform just as the Geek Squad would. I asked him what time they would be arriving because the day was growing late. He told me that they had NO WAY to contact their own contractors. I thought that was the craziest thing that I had ever heard. He assured me that they would come and that I would be pleased with the work they did. So I relented and didn't cancel. Now in retrospect I wish I had. Well 7pm came and went and no one showed up. I immediately called the store to voice my anger of the no call/no show and was connected to Dan. He listed to me, put me on hold and I suspect, hung up on me because the call disconnected. I called back immediately, put in my order number and heard details about my upcoming service call. Mysteriously from the time I was hung up on until the time I called back, someone had changed my appointment so it didn't look like it was missed. This time Christy took my call. I told him my story AGAIN and asked to speak to a supervisor because I wanted to escalate. He advised me no supervisor was on duty, but that he would process my refund (Which we still have not received) and gave me a case number and that a supervisor would call me within 24 hours (I'm still waiting on that too). I will never use this service again based on this interaction. We were given crappy information at booking the appointment and the nerve to not show up and not issue our refund will cause us to take matters to our lawyers. DO NOT USE THE...