Best Buy — Local services in Jacksonville

I am a customer who faced extreme difficulty purchasing a simple phone from BestBuy.

I am extremely dissatisfied with the way you guys handled the whole process.

Horrible employees, Stupid customer service agents, Shitty websites, and even shittier customer service.

I was trying to make a purchase from Best Buy and wanted to order 2 phones from them and trade in my current phones. I was trying to place an order via their website and the trade in value changed as I reached the final payment steps.

So, I called the store location and the agent Kingley asked me to visit the store to get better help on this matter. I did drive for 30 min and reached the best buy location and after reaching the website they had the similar issue which I was facing and they did not know the exact reason why it was happening. So, disappointed, I headed back home to try again to place an order on their website.

Between I was chatting to the customer service and trying to explain the same thing for the next 3 hours and they were not good at all. They didn't understand what the task was and I had to type the same thing like 5 to 6 times and finally they screwed up the invoice by entering the wrong trade in details after explaining multiple times.

I applied for a best buy credit card to take advantage of the 10% cash back for new customers and the limit is 4k.

Since the initial order was screwed up I wanted to check with the agent and correct the order to which she transferred me to a different agent. I did wait for 30 min and the chat was disconnected.

I tried connecting to a different agent again in a fresh chat window and after a while I was able to connect to a different agent and she was even worse. I explained everything again for the 100th time she sent me an invoice with my trade-in devices, I have included my old cancelled order for her reference and asked her to just update the trade-in device section and send me a new invoice number. And she said my credit card was not activated and asked me to call the bank and disconnected the chat with notice.

I called the bank and they helped me fix the credit card via the website and I placed the order again this time and I was relieved and was happy for a few minutes and guess what I received an email saying my order got cancelled.

I have been a best buy customer for the last 11 years and this is the worst kind of service I have ever received.

I am totally disappointed with the way the whole process got handled.

I hope best buy would try to resolve this matter in the best...

I have been shopping all my appliances, devices and computer/laptops at Best Buy for years. However, what happened this year really turned me off. I ordered a Samsung refrigerator on 6/15/23 and it is still supposed to be under manufacturer warranty until 6/14/24. When I checked with Samsung about Manu warranty a couple of months after purchasing, I was told the manufacturer warranty expired on 4/30/23, which means Best Buy sold the equipment out of warranty to me and they should have cover this period assuming the warranty started on the day of product delivery to my home. When I found a potential issue with the filter system of the fringe, I went to the store in Southside Jacksonville, asking for assistance with the product sold out of warranty. I was told that the have total tech program to cover it and I should have nothing to worry about. I changed the filter recently and found the light still on, so I contacted Best Buy total tech team for inspection and repair, but I was told by two reps that the products still in Manu warranty and I should contact Samsung in spite of my advice about Manu warranty expired. I contacted Samsung again today to verify whether/why the filter light on signals a real issue here. We did step by step test and have proved this issue needs a tech support on spot. Samsung staff reiterated to me that original warranty expired on 4/30/23, so Best Buy should provide free service to me assuming the warranty starting from the date of purchase. I then contacted Best Buy total tech again and the third rep insisted on warranty still on and I should contact Samsung, making me feel like a football kicked by and forth between the manufacturer and retailer. I wasted almost the whole day hearing what they wanted to tell me, getting no where on how to fix my issue. I would therefore urge all the public to be on alert when you purchase appliances from these big boxes to let them write down the manufacturer's warranty and potential extended warranty by retailer. We just cannot trust them simply because they are big as they may fall soon if they choose not to stay behind the products...

I needed to return an item that this store sold me that was defective out of the package. I looked up the hours of this location online before driving 50 minutes (round-trip) and they have it published on both Google and Apple as closing at 9PM on Friday.

Upon arrival, just minutes after 8PM, I walked in the front door (which was literally wide open to the public), and started walking towards the return counter. Halfway to the counter, I was intercepted by a young employee (Jelsen, Jeison?) and told that they just closed. Surprised to hear this, I told him that the hours they published online said they were open until 9PM. He replied "'I'm already well aware of that... but we closed now." I told him that I am just there to do a quick return on a defective product they sold me (microSD card) and he abruptly said no, and directed me to come back tomorrow. I explained how I drove 25 minutes to their store, and am already in the store half way to the customer service counter, and that there are still customers at the counter so the register is clearly still open, and that I shouldn't have to come back when I am already here in the store. My return would have taken any competent employee seconds to process. He still told me no, and to come back tomorrow. I asked to speak to the store manager to see if they would make an exception (given the circumstances they caused by not updating their published hours), and he snarkily replied, "I AM THE STORE MANAGER, AND THE FINAL ANSWER IS NO". I then asked him if he was the general manager of the store and he said yes. I called another store today and found out that he lied.

This failed transaction to date has cost me approximately 100 minutes of time (25 minutes each way, x2), and now I have to go back again, for a total of 150 minutes, or 2.5 hours. Experiences like this demonstrate why brick-and-mortar retail stores are going extinct and online retail is fast-growing. Best Buy will soon be yet another casualty as a result of hiring people...