Best Buy — Local services in Jackson

Worst experience I have ever had. With my well earned tax money it was time for a tv upgrade and I decided to purchase a 72" Visio for just over $2000.00. They do a routine inspection have me sign a piece of paper and then load it into my truck. Upon getting it home it sat for a few days until I could get the help to get it on the wall. After the install we turned it on only to notice that the bevel along the right edge was warped from the TV. So I checked my reciept and it told me that there was a no questions asked 14 day return policy. I was cutting it close at 10 days but still well within the guidelines. When I returned to the store I was completely honest and told them what had happened, asking to exchange it for a properly functioning one. The young lady then said she had to speak with her manager. She returned telling me that because the tv was damaged that they could not exchange it. I was furious! I obviously was confused and argued for a moment and then she asked me "well did you purchase a protection plan?" I, confusingly, responded with a, "what protection plan?" She then told me if I had purchased one that they would help me. I told her that I was never offered one. And she told me that I must be lying because the one who sold me the TV had been working there for a while and would not have forgotten to offer me one. I stormed out of the store more than ready to speak with a corporate office...

Upon returning home I called the geek squad corporate office. The young man who helped me was very gracious and easy to work with. He spoke to me and then with his supervisor who conveyed to me that as long as I was within the 14 days I should be able to still purchase the protection plan and have my issue resolved. He gave me a case number with his and his supervisors name with notes telling the store the correct actions to take.

The next day I returned with case number in hand to resolve my issue. The young lady this time was in the process of handling my transaction when the young lady from the day before happened to walk by and stopped her. She was like "what are you doing? You know he is trying to buy a plan on a damaged TV?" The new girl told her that she was doing what it said to do but the previous girl said hold on and went to get the manager. During that time she told the girl to call the number and confirm that I wasn't "lying again" after being on the phone for several minutes the new girl handed the phone to the older girl so she could help other customers. The older girl then told me that no one with the names I was given worked there and that they weren't going to help me. FINALY a manger come over and kept feeding me the same BS telling me that they didn't have proof that I didn't damage it myself. I should have purchased the protection plan. That I signed their paper that said that it was inspected. So after telling them that they would be hearing from my lawyer I again left.

I again placed a call to corporate. This time the young lady on the phone (who was again super helpful) got in contact with the store to figure out what was going on because this shouldn't be happening. She finally returned telling me that the store told her that they have a "3 day rock-in-the-box" policy having to do with damages after it leaves the store. This was the first time I had heard of that throughout this whole process??! However She got me intouch with Visio who where also super friendly and helpful.

The only good part about it was that the Visio guy told me that they would bring the new tv to my house, instal it, and then take the old one back to Best Buy themselves and shove it down their throat...

Oh and because I'm a rather observant fellow I took a photo of the mat sitting on there customer service desk and it says verbatim: "If you are not fully satisfied with your purchase let us help you with a replacement, return, or repair." As well as contradicting everything I was told by...

Ok here we go. Best Buy I have been a manager in a retail/wholesale store for 16 years and I understand the importance of good customer service. I also understand corporate policy, it is put into place to protect the company. I was in your store today to return a product that I had bought in April and it was never used simply the box had been opened. It was past your 15 day return policy, life happened and simply didn’t get it back in time, well the young lady at the customer service desk told me it past the time for a return, but seeing everything was there and still packaged she would ask her manager if there could be an exception made. I thought to myself that was nice she is trying to help me. So here is an opportunity for the manager to step up and provide world class customer service, to keep a customer happy and returning to buy more later. But no, the young lady disappeared into a back office and returned within a minute saying that the manager was refusing to take it back. Ok I understand that due to “corporate policy “ that was the right decision, but due to customer service it was a bad decision. You have lost a long time customer over not being flexible or caring enough to take care of the issue. I would have been ok if the manager would have come out and sorry due to policy I just can’t take it back and tell me whatever their reason was for not taking it back but no, they sent the young lady back out to do their dirty work with a no. The product was $65, not going to break me or you, but that $65 cost you any more of my business, which you can’t put a number to because who knows. Please teach your managers that service to the customer is job 1. Without us you have nothing. Have them look at the big picture, if I was a habitual returner or had other issues then I get the no, but it is not always black and white, look at how their actions today will effect your business tomorrow. I also understand I could have had a meltdown and probably gotten what I want, but I am not one to do that. I will thank you and never come through your doors again, and as a manager I always wonder how many of my customers I have loss and never knew why and that bothers me as I hope it does you. Sorry for the lengthy review but I to say it. Hopefully you will take...

Went to Best Buy recently to compare a few smart phones before purchasing. Did some research and had it down to two phones based on my needs. I go in and find the two phones and am trying to compare when a BB Associate asks if I have any questions, so I ask about the two models and she asks which phone I currently am using, I told her I was using an older model iPhone and she said I needed to stick with iPhone not to switch to Android, people find it very difficult to make that switch. My main purpose of getting a new phone was to get something that would connect to my vehicle and my current phone was too old to perform that and I told her my price limit. She continued on telling me that both the phones I was looking at arent worth a lot and will not last me six months then I will have to run back to Best Buy and purchase yet another new phone. I told her that I only wanted to spend X amount, she then suggests an iPhone SE, which is double of what I decided on spending. It was then, without getting any advice on why my picks were both junk in her expert opinion being told I would regret the purchase and ultimately be back to Best Buy to purchase an iPhone. I could see she was not going to help me and told her thank you and went back to looking at the models I came to compare. A man that was setting up a Samsung display saw this unfold and came up to me, as he worked for one of the phone companies I was interested in purchasing and offered to shed some light on the phone as it was only released a week ago, he went through and we compared specs of the two phones. His help was priceless, its exactly what I needed to decide on purchasing a new phone. Then came the problem of finding an associate to go in the back and get the phone, the Samsung man couldnt go in the back, nor check out the purchase. Searching the store to find someone was impossible. Giving up after 7-10 minutes. Yikes, Best Buy, you just lost...