Best Buy — Local services in Jacksonville

I bought a 60” LG television in-store at Best Buy and decided to make use of their free delivery service because it would have been difficult fitting it in my car. I chose the 12pm-4pm delivery window on a Saturday and signed up for text alerts, and the salesman took my address and advised me to make sure someone was home to receive it through the duration of that window.

Turns out I had to work Saturday morning, no biggy, my partner stayed at the apartment to receive it. I have very poor cellular service in my work building, this will become relevant as I attempt to track down my television.

Come 4pm, my TV hasn’t arrived, and I haven’t received any updates view text. I call the store, and they refer me to the geek squad support line. At this point I just want to know if it’s still on the way, or if the delivery will be rescheduled. No one could tell me ANYTHING about its status and advised me that it may still be out for delivery. When I called the store location again, they told me that geek squad should be able to contact the delivery truck and find out why my TV never showed up, so I’m transferred again back to the people that have zero knowledge of anything. At this point I have called at least half a dozen times, and I finally gave up at 8pm, trying to salvage what little was left of my Saturday.

Later that night I called the support line again and they hung up on me after saying they couldn’t help. I called again, and again, until I found a supervisor who finally told me that I was called at 11:45am (while still at work with no service) and they didn’t deliver my TV because I didn’t pick up. To highlight how useless text-alerts were, I received a text at 1:53pm that my TV was out for delivery, AFTER it had been cancelled on their end.

I was never once told I would need to receive a phone call for my television to be delivered when I made the purchase. The supervisor told me to call back at 8am the next morning. When I did exactly that, they told me nothing could be done, and that I should contact the store location when they open at 11am.

I assumed a physical presence would help my cause and went to the store when they opened. There, I was completely stone-walled with icy courtesy, and the employee had frustratingly little incentive to help me, even after asking to see a manager. He told me the same thing I already knew, that I had missed a phone call and that was reason enough for them to mess up my weekend. He insisted there was no way my TV could be delivered that day, and since I work weekdays, it would be another week until I could receive my TV. Not once did he try to help me, instead insisting that salesmen normally tell you that you’ll receive a phone call prior to delivery, as if that was helpful. It was at this point that I requested a refund, and he was all too happy to give it to me.

This was the single worst shopping experience I have ever had. Incompetence was compounded with a useless support line, lazy delivery practices, and an icy indifference in-store. I can tell you definitively that I will never shop at...

My most recent visit to this location was absolutely incredible! Everyone that helped me fostered an excellent buyer experience. I can't say my experience has always been fantastic at this store, but it seems as though there has been a major culture change this year.

From the greeting I received from Mike as I walked in, to the quick and personable connection I made with Chris (the Apple representative), and then to the 10/10 sales experience provided by Landon in computers and Payton in mobile.

Landon took the time to understand my situation and make solid recommendations to ensure that I had everything I needed to achieve my goals with the iPad I purchased, while maintaining a respectful attitude when I declined some of the additional offerings (which would be a great value if I did not already have those things covered).

Payton was incredibly patient with me and kindly walked with me through the process of purchasing a new iPhone (on release date and without a preorder, I might add). She worked extremely hard to ensure that I had a positive experience, even though I was having issues with my AT&T account. I took special note that there were very few team members around to handle the amount of customers, but Payton and her fellow team members did an outstanding job of ensuring that every customer was acknowledged and ensured that they would be helped as soon as possible.

The sense of urgency, genuine personability, and high standard of excellence at this store is a breath of fresh air to someone who has been extremely disappointed in the trajectory of retail sales experience (and Best Buy in particular).

((One note of observation I have is that, while quality is vastly preferred over quantity, it was clear to me that the store was understaffed. If Best Buy were to entrust the task of training some high-quality new team members to the rockstars this store has, there would be very little left to be desired. The universal truth of high-capacity individuals like those mentioned above is that your time with them will be limited if their potential goes unrecognized, unappreciated, and under-utilized. Culture change starts with one person committed to excellence, and you...

Went into your 4906 Town Center Pkwy, Jacksonville store on 3/22/21 to buy a laptop, Fitbit & radar detector cord. I didn’t know what type of laptop I needed and was hoping to have someone help. The lady who called my name, after being signed in, rushed me, didn’t explain things well, didn’t know competitor computer details, and was very rude. It seemed as if she was on a timer to get to the next customer. She was in such a rush that I said I needed some time to look by myself. The information labels on each laptop were also not helpful. After listening to a different store rep talk with another customer, I learned more and thought I found a laptop I wanted to buy, and wanted some help. I was told I was taken off the list and would have to be re-entered to be helped. I said I didn’t want to go to the back of the line because the initial rep had no patience, rushed me, and was unhelpful. Then, they said I would be first on the list only to watch a rep help a different customer with a question. When I asked for help by this same rep, I was brushed off and then he helped yet another customer. I walked to the front of the store and asked for the store manager. Brian said he was and asked how he could help. I explained my experience of being rushed, the initial rep not being helpful, the second rep brushing me off, how rude and unhelpful they were, and he started offering excuses about the check-in system. I asked for the district manager’s contact info and I was offered a card for Morgan Chasteen “Asst Mgr of Sales”. I said that doesn’t look like the district manager’s contact info and Brian told me she was filling in for him. Your customer service is absolutely terrible. Try a genuine approach to helping people, not chasing a time clock on your check-in system or chasing a quick sale because you’ll lose loyal customers to competitors with your disingenuous approach. This follows my last visit several months ago where my wife & I walked in to buy tv’s after moving to the area. 4 reps standing around, talking, and not one offered to help. We walked out, went to a competitor, and purchased 4 tv’s on the spot. Please share this feedback with your...