Best Buy — Local services in Lakewood

Luke Urso, the technician that installed our car stereos (2) is a model for the public face of Best Buy. The ways in which Luke blends skill, knowledge, courtesy and his work ethic is the most decisive reason this customer chooses Best Buy over the competition, including online options.

Before we even met in person, he called the day before each appointment to remind me, check if I had completed and picked up ordered parts, informed me potential technical issues between factory and after market hardware and how we would resolve them. He allowed for the time for potential issues. When we met for the first installation appointment, he immediately told me that we would have to change the stereo because of predictable breakdowns with the unit that I brought and advised on an alternative. Then his work was quick and clean. He instructed me on use of the stereo and I was on my way.

Days later, feeling really good about the experience with Luke at Best Buy, I returned and purchased another unit for another vehicle. Luke took the time from his installation area to confer with me and salesman to select a unit based his understanding of what I wanted for my money.

During the days between purchasing the second unit and the installation appointment, the Bluetooth on the first unit conked out. I informed Luke and he offered to use time after the second installation to look at the problem with the first. Again, the second unit went in quick and clean and instruction on its features and use was quick but thorough with time for questions. Luke then expertly determined that the Bluetooth problem with the first unit was in the unit, he seamlessly went about replacing it. The same problem was presented with the replacement. Luke impressed me again with customer care and engaged with me and his manager to resolve the issue with this same appointment. One option would be to order a third of the same unit (no more in stock in store) or to consider an upgrade. I made it clear that I did not want to spend more money without some convincing and did not want another appointment, whenever that might be available. Luke took up the task of advocating for resolution with his manager Ivan.

At this point, Ivan listened carefully to me with his customer care ear and to Luke with his company care ear. Hats off to Ivan that he was able to hear that we were working sincerely to find a compromise and made a generous offer that matched my history of commitment to Best Buy as my first choice for my electronic needs and wants.

Kudos to Luke and thanks to Ivan for supporting Luke's commitment to customer care. It was a great experience, even with the kink of faulty...

My one star isn’t for the Best Buy or it’s staff it’s specifically for the rudest person I’ve ever had the displeasure of interacting with in my entire life at the geek squad station. I don’t know the name of the boy but he has a beard and a squid tattoo so if you see him you’ll know ahead of time what kind of person you’re dealing with after reading this. I made an appointment to get a phone fixed and in my own error lost track of time and missed it. I did come in late and apologized for being tardy and was told I wouldn’t be helped at all because I missed it. That’s fine and I understand having to reschedule, I was told that there were no appointments that day and I made an appointment t for another day. I left and out of curiosity checked appointments and low and behold there were plenty. I made an appointment for later. I came in on time. Waited 5 minutes for the same boy to show up and he looked shocked and disappointed to see me. I do not raise my voice or lose my temper in public, ever. I was trying to explain that I couldn’t unlock the phone because of the way it was cracked and tried to explain the phone had been erased previously so there wasn’t any find my phone to remove. He spoke to me like I was a child with no grasp on simple instructions and after 15 minutes of his condescending tone and him leaving I finally said I really do not like the way you’re speaking to me. I also said I didn’t appreciate being lied to about appointments earlier and I’d like to get the service done and if he could just be polite instead of snide that would great. He told me can speak to me any way he wants and rather than fix the situation chose to bully me into leaving. I was taken aback. There was no apology, no attempt at customer service and no change in attitude. I had to ask him multiple times to get a manager or anyone else and he flat out refused. Instead, he chose to yell at me and threaten to have security throw me out. Guess what? They didn’t. Why? Because I wasn’t wrong. A very nice supervisor came over and helped while the little guy was taken into the back. Geek squad is supposed to provide customer service and there wasn’t any to be had. If a customer has to beg you to be polite and get someone else to help them then you are the problem. Teach your employees to apologize and not instigate fights with people when they are called out for lying. I will never step foot in this Best Buy again. An employee should NEVER get into someone’s face and...

I purchased a Samsung laptop online on the Best Buy website to pick up in store BECAUSE IT SAID IT WOULD BE READY IN 1 HOUR. This was blatant false advertisement. It also FORCED me to create an account to order online, which is unnecessary as far as I'm concerned, so that was just an extra unnecessary step. Why have a "checkout as guest" button to save time if you are going to FORCE your customers to create an account anyway? It has always let me order online as a guest in the past. I have ordered online from Best Buy for in-store pickup many times in the past & never had to deal with this nonsense.They sure did take my money immediately, but I waited & waited & never received a pickup confirmation. When it says 1 hour I EXPECT 1 HOUR. I never even got a text or email there was an issue with my order. I showed up 2 & a half hours later, just minutes before they closed & they told me they "never received my order" because it was on a "fraud check hold." The Manager was very kind & tried to do his best to help. He even called the help desk. They told him to check my ID to verify it's me, which he did. Even still, they couldn't push my order through. So, I just told them to give me my money back in full. It does not make sense to me WHY my product was even put on a "fraud check hold" because I ensured I entered all of my card information correctly & it matched my bank records. I even double checked to ensure I entered the correct billing address. The store pickup clerk said it could be because I "have multiple accounts on the Best Buy website under the same name & phone number, just different emails." That is an incredibly stupid excuse to suspect my purchase was fraudulent. I'm not upset at the Manager of this store, either. I'm upset at Best Buy as a company & with the help desk because they were no help even AFTER I presented my ID. It's rather odd that Best Buy didn't suspect fraud last year when I dropped $900 on an Alienware monitor, $250 on an Alienware keyboard & $80 on a mouse online. If Best Buy suspected fraud, they should have NEVER taken my money out of my account in the first place. Now I know what they would do if someone actually did commit fraud on my card, they would just take money out of my account anyway & probably keep it. Oh well, more money back in my pocket & not yours.

UPDATE: I have filed a complaint with the Bureau of...