Best Buy — Local services in Jackson

On September 1, 2018 I ordered a Samsung - Activewash 5.2 Cu. Ft. 12-Cycle High-Efficiency Top-Loading Washer on the Best Buy website for delivery on September 15, 2018.

I was called today, September 12 at 7 pm and told by a sales associate at the Jackson, MI Best Buy that the washer that I ordered arrived damaged from the manufacturer. He gave me a phone number, (888) Best-Buy, and told me I needed to make a phone call there with my order number and the SKU number of the washer to get it reordered. I said that was fine and hung up to make the call. When I called the phone number, I was put into a waiting queue that told me the next available representative could talk to me in an hour and a half.

At this point, I figured that the sales associate had duped me into doing his job because there was absolutely nothing that I had in front of me that he did not have available to him when making this call.

Now it is 7:15, and I call the Jackson Best Buy store that had called me to ask for a manager to get some explanation. I talked to a female customer service representative and explained to her that I need to speak to a manager. She instead insists that I speak to her, so I tell everything that transpired. After going through the whole story and how I felt like this was not my responsibility she then puts me on hold to get someone to help me.

The customer service representative connects me to the same sales associate who passed the job onto me. I explain to him that this is not something the customer should be doing in order to fix this problem and why couldn't he do this task. He said it is "company policy" that the customer calls to reorder damaged goods if bought online even if they have not been delivered. I explain that it is not my job to wait around for an hour and a half to take care of something that has nothing to do with me and asked for the manager.

The sales associate places me on hold and then finally I talk to the general manager of the store. Who flatly tells me it is my responsibility to call for a damaged product that has not been delivered because it was bought online. He then proceeds to tell me I should have come to the brick and mortar store instead of ordering online like it was my fault for this situation. He said the only way they can reorder it is if they deliver the broken washer and I refuse the order. I then asked for the corporate phone number because I am flabbergasted that as a customer I am being treated this way. He told me the number was the (888) Best-Buy number and I would have to wait that hour and a half to get my complaint heard. By this point, I am entirely boiling and told them to waste time and money dragging that broken washer to my house so I can refuse it since I am not waiting on the phone doing something that Best Buy's customer service should be doing.

I have been to many places over the years and have had both good and bad experiences, but this is undoubtedly one of the worst customer service experiences I...

So I used to like going to Best Buy here in Jackson until every other employee pretends to be busy to avoid assisting customers. I do customer service and try to be the best I can be, you don’t fool anyone. Lol but anyways I purchased a phone with a warranty on the phone itself as well as the screen protector. Screen protector was installed “professionally by geek squad”. After installing my screen protector. I was informed that the screen protector (invisible shield) replacement is free. And if anything were to happen, just bring it back to geek squad and they will take care of me. Made me feel good at the time. Well not too long after owning the phone, the screen started to bubble/ get cloudy. No big deal. Brought my phone in. I was told I had to file a warranty claim. No big deal. Filed my warranty claim. The company charged me for the screen protector. It wasn’t a huge amount. Again no big deal. Brought my phone in with my screen protector to geek squad a week later, they were unable to find any information of me purchasing my screen protector or phone ?? Guy at the counter wasn’t too clear just said I would have to bring in a receipt of my purchase. I informed him that I purchased the phone and screen protector twenty feet away from where we were standing and asked if there is a way we were able to grab my information from one the guys standing over there to avoid another unnecessary trip. He said no I would need a receipt of your purchase. Mean while they guy couldn’t make eye contact with me very well so I assumed hes probably having a bad and I was wasting his time and thought I should contact the manager for better customer service. Well blain (manager) was not to helpful as well and didn’t really do anything to help the situation and simply said ok after I told him not to waist his time bc again I felt like an inconvenience to him and that I would make a third or fourth trip to have a very minor service THAT I PAID FOR done. Not too mention I had two or three different people picking up the phone as I was holding from the manager asking or questioning why I wanted to speak with the manager after informing the first person the reason why I was calling. The whole experience was a complete joke and I’m very fusterated bc I have to spend ten minutes giving this bad review and that I have to go back to this store due to the fact that it’s the only one in...

Absolutely awful customer service these days and nobody seems to have a clue about what is happening in that store. We had an install scheduled for 10 AM on Saturday. We had made this appointment 6 weeks earlier and this was the first available appt. We drove 40 miles for this appt. When we got there, the main store was closed and didn’t open until 11. (Their website said the hours were 10am. There were other people there waiting with us.) We waited outside the store doors and someone came out to talk to us. I told him I had an appt. For a mobile installation. He told me that he was sorry but nobody was there and my appt. Should have been rescheduled. He said to come back at 11. Okay, we left to run some other errands. 30 minutes later, I have a vmail from an installer at Best Buy asking where I was and if I planned to keep my appt. I called him back (45 minutes after my appt. Was to start) and explained that we had been told to come back at 11:00 am, but we were 5 minutes away and could come back now. He was sorry, but at this point he didn’t have enough time to complete the install so we wouldn’t be getting our work done today. I explained to him that we had driven 40 miles and was on time for our initial appt. Again, he was sorry but there was nothing he could do. We went back and talked to the shift manager (who origin and the store manager and they were sorry but there is nothing they could do. Could they have tried to get another installer to come in? No, they were sorry though. Could they try to shift someone who may have been local to another day? No, but they were sorry. Could they call and confirm other appts to see if they may have a cancellation available later that day? Unfortunately no, but they were sorry. End result, we got ousted back 6 more weeks to a different store. In my opinion, the managers and customer service at this store is in fact, very very sorry! And when I called corporate to tell them about this, I got a pre-recorded message telling me to write an email. Instead I’m writing this review. And...