Best Buy — Local services in Jacksonville

Let me start by stating: LaDonna through Geek Squad was phenomenal! So glad she ended up helping me. However, I will be going to Greenville location instead.

However, the few gentleman I had to deal with both times when I called, were absolutely ridiculous! I called and asked about my appointment, explaining that apple had made the appointment for me, I get a rude response of “Apple won’t call and make your appointment for you unless you were on the phone with them.” I explain that I was, but I was just calling to check on the time as it had slipped my mind, and I didn’t know if it was 2, or 2:30. (It’s an hour drive for me to Jacksonville, so 30 minutes made a difference) I get snapped back at with “2” I explain my hour drive, and was asking if they could just check for my phone before I made the drive. Again, I get snapped at and told they will not check because they can’t guarantee it will be there (I understand this, partially) I show up for my appointment about 15 minutes early. I don’t get greeted with anything other than “Do you have an appointment?” I’ve worked in customer service for nearly 9 years, this is not professional, nor inviting. I expected a bad experience.. However, Ladonna was the first to help me after the gentlemen checked me in.. I’m SO thankful she was there! I told her what was going on, she was so polite, and helpful! Even gave me all the information needed to deal with Apple (as those with Apple Care know they can be a pain!) she even stated that had she answered the phone, she wpuldve let me know that my phone wasn’t in stock so I didn’t make the drive! Again, she was phenomenal!

Fast forward after going through hell and back with Apple, LaDonna calls and leaves me a voicemail stating she would help me on Sunday And to call back to schedule that appointment as she wouldn’t be there until then. I knew I could call and check the status of my account for the next day or two, and hopefully get something taken care of. I call again today, and get a gentleman on the phone again, rudely answers my questions, tells me that LaDonna would not be there Sunday unless she was just coming in for me, they didn’t have an appointment until next Friday, I explain the message LaDonna had left, and he said “I can’t tell you if she’ll be here or not” I got so fed up with his attitude about everything I said, I just hung up, and called Greenville location... they were kind, and helpful.

I will never return to Jacksonville location, unless I know I will be dealing with LaDonna, and will not recommend Geek Squad services through Jacksonville Location. It amazed me how I watched a Gentalmen be polite with men customers, but was rude to the 2 (including myself) and one other woman with her husband.....

I understand the brand as a whole is adjusting due to distribution issues relating to Covid-19 restrictions, and I have been pleased with most of my interactions and service up until this point, but the last 48 hours have put a heavily sour taste in my mouth, and will tinge my decisions to purchase anything that requires delivery from Best Buy for the duration of the adjustment period.

I placed an order in this store for a washer, dryer, mini-fridge with a 2-week wait and a large refrigerator with a 6-week wait. My scheduled delivery for the first order was yesterday.

I waited patiently through the eight hour window (1pm-8pm), and my items were not delivered. Further, I did not recieve any notice update by email stating our delivery was rescheduled, and the new date would be nearly a full 30 days later. I have been diligent in reading all emails and text notifications that I've received leading up to this time.

I visited the store where I ordered the items, becauss the customer service reps I spoke to on the phone could neither cancel and refund my order nor explain why my delivery had not occured.

After explaining my situation to an in-store team member and a manager, I was promptly refunded, and c Repeatedly told there was no codes showing a reason for non-delivery. The manager went to the rear to see if he could identify why my order wasn't completed. When he returned, he explained my order was in fact at the store, packed and staged for delivery but was simply not picked up or taken by the delivery/installation team.

He went on to say the team who delivers and installs orders "does not belong to Lowes" and he has no control over their conduct. The fact they did not attempt to notify via call, text or email was a mystery to him. He offered me a delivery date another week away, and I declined, as there is no certainty that order would be competed either.

After leaving, I was able to go to another large chain store, pick out comparable items, and have next day delivery and installation,

I'm sincerely disappointed, and thoroughly frustrated by this situation, and encourage others to do their due diligence when ordering during these...

I come in looking to do a screen swap as is part of my replacement warranty under best buy for ZAGG. I go to the checkout to get a receipt so I grab the right one and the girl says she’ll grab it for me. She’s training some new guy without a company shirt. Whatever Have we replace it for you before, have you been charged before? I say no the employees usually install it for free. She says it’s 8 dollars not a big deal but why the charge now? I said that’s fine I’ll do it myself, if you could hold it here as I’m going to browse. She then gives me attitude saying I should’ve held off on getting the replacement until I was done shopping. If I was going to have them replace it why would I waste more time standing there while they do that? I go browse come back ready to pay and does the whole checkout process. The workers have Always asked me to take it off, it starts shattering and small glass flakes do come off, it’s Glass. Sees me doing this the whole time until the end, and then says next time if you could not do that at the front of the counter because of the slivers. I throw away the film and pay for my item. Idk if you’re training him to be a cashier but what you are doing is being passive aggressive for no reason. You’re the Employee. You’re in control. Act like it. Every other employee is helpful and friendly, it really isn’t that hard. Store was clean and organized. Item was on sale, saved $4. Thanks best buy.

Update: I was given the wrong screen protector anyways. Had to drive back the next day but luckily the rep was helpful and attentive, he was able to retrieve the correct one with no complications. Works great, I was in an out in 15 minutes. Was it an hour round trip? Yes but he was beyond helpful in digging into the account and double checking he himself had the right one,...