Best Buy — Local services in Lakeland

I would leave zero stars if I could. I ordered an open-box "Satisfactory" rated 16" MacBook Pro for store pick up, as I live an hour away from this location, but it was the only one that had this in stock. After my father and I drove the hour to get there, we were able to inspect the laptop. No box, not a problem, seems like its in decent shape, all good, lets get going. We found out it did not have a charger... What kind of big box retailer such as Best Buy would knowingly sell a laptop without a charger? Sure it's marked on the box... once I get there, at which point the sale was already completed and the terms and conditions of sale already agreed to via my purchase. No where on their website did it say that a charger was not included, only that it was "satisfactory". I am not sure how not having the thing that makes the laptop function not being included is considered satisfactory. Might as well been sold for parts or repair because after that battery runs out its a brick. I would not have driven 2+ hours round trip had I known that no charger was included. We asked to speak to a manager. A manager came over and affirmed that a charger would not be included. We had some one on one chat time with one of the managers, and after a chat about just giving us a gift card for the charger, she had walked away, seemingly to go get one. 20 or so minutes go by and we are wondering where our charger/gift card was, and this manager comes back with I assume some sort of actual manager named Joel. After waiting 20 minutes and expecting to be on our way with the laptop and a charger, or at least a gift card to purchase one, Joel comes over to us and tells us what we were already told. That we could not get a charger. Why would we wait 20 minutes for a resolution, just to be told we weren't getting the charger? Why would they falsely make us think that we would be getting taken care of? They should have just said no rather than implying we would get taken care of and wasting our time (I assume on purpose at this point). They blame the website for "not saying a charger was not included". How is that my problem? I drove over there to pick up what I had purchased, which was described as a fully functioning laptop. It does not function without a charger. Some manager even made a smart comment that it clearly functions. Like really? Maybe for a few hours before it dies. The logic was not there with this statement at all. Anyway, Best Buy wasted about 3 hours total of our day for nothing, where as a $99 gift card would have gotten me out of their hair quickly and I would have been on my way quickly with a good experience. The lack of respect for a customer's time was appalling and, I would even say might have been the worst part of this whole thing. I want a gift card just for the wasted time at this point. Time is money. I would not recommend shopping at this Best Buy. They do not care about the customer at all, especially making my dad, an amputee wait without a resolution for an extended period of time. All I wanted was a charger that comes with a laptop when buying from a retailer. Terrible experience 0/10 would...

Absolute worst customer service! My son got a gift card for Christmas. He wanted to go to the store but because the gift card was only $25 there wasn’t a whole lot he could purchase so he wanted to get a Roblox and PlayStation gift card and at check out after going back-and-forth for probably 25 minutes with Dominick at the store not understanding why he couldn’t check us out after he tried a couple times he told me it’s because they can’t do it from the store but I can do it online. It was very irritating that I couldn’t purchase these at the store. Anyways we left and attempted it the next day online like he said to do.

Fast-forward, we came home ordered the gift cards digitally, the order went through and by the end of the day it was canceled! Then after an hour of chat conversation (because you can’t get a hold of anybody at the store) and talking to three different people during this chat I was told I would receive a email in the new couple days refunding the gift card and because of the miscommunication and frustration at the store which the guy was clearly wrong and now I know you can’t purchase a gift card with the Best Buy gift card the person I spoke to on the chat said that they would go ahead and send a email and the gift card department would get with me and make it right. Six days have gone by and I haven’t heard anything from email so I called and I’ve been on the phone once again for 45 minutes just to find out that they did refund the money to the gift card, but they still wouldn’t just out of convenience and compensation for all the frustration issue my son the digital gift cards that he requested to begin with and then preceded to tell me you’ll have to go to the store and speak with the manager.

Customer service is terrible and it’s just very frustrating. I even asked while I was at the store if Donminick would get a manager and he refused to get a manager, he never did he just kept going round and round with me, I don’t know runs that store but they need to do better!! Super frustrating. Lesson learned: no more gift cards from Best Buy I will just make sure others know you cannot use their gift card to purchase other gift card in their store. Which in my opinion, they should definitely have a sign on their gift cards to let people know this. Or the employees should also know their own policies in which this case he...

The Customer service needs major improvement. I made an appointment with GeekSquad today over the phone. I walked in slightly early for my appt, saw my name on the screen and seated myself in the chairs waiting for my name to be called. There was one employee helping a customer. I notice one name ahead of mine on the screen, so I deduct that I’m next. There is one employee who never looks up from his computer screen, so I’m led to believe he is busy and I will have to wait for the one employee to finish before I will be helped. The customer had to run to his car for something, Im still not spoken to and continue waiting patiently. At this time, another customer walks in, talks to the man at the counter and I notice his name now appears ahead of mine on the screen. Immediately the employee who has not looked up from his screen calls him to the counter. At this point I walk to the counter and say, “excuse me are you going by that list on the screen?” The employee says “no”, I reply “well, I have an appt, my name is up there, I have been waiting and now someone else’s name appeared above mine and has been helped ahead of me.” He asked my name and I tell him, he states “well, you didn’t check in, I didn’t know you were here.” I said “I’ve been sitting here the entire time, I didn’t know that.” He replied “people sit there all the time to just take a rest, so I didn’t know either.” I replied, “Well, you should have asked.” He then states “I’ve got you checked in now, so if you’ll just have a seat in those chairs, we will see you when we have time.” I’m annoyed, but nicely say “ok, thank you” and sit back down. I watched the employee walk to the back. I wait approximately another minute and then decide to leave, because that was rude, it is now 10 min past my appointment, and my time is limited. How nice it would’ve been, if either employee had acknowledged me or had the courtesy to ask if I needed anything or if I had been helped yet? I never go to Best Buy and now I have been...