Best Buy — Local services in Lakewood

Took wife's laptop in for warranty service with geek squad. The rep took down our info and sent it in for repairs, no issues there.

A week later we received an email that repair was complete and it was being shipped back (they don't fix on site apparently). Great! Watched tracking for a few days only to find that it was delivered to a pickup location 1000 miles and several states away.

After several calls to phone support, including being transferred around literally five times on one call, finally found someone who knew enough to figure out that it was shipped back to an old address on file. At no point during the drop off in store process was I asked where to ship it to; my assumption was that it would just come back to store for pickup if it had to go anywhere.

So, UPS would not change the shipping address because I was not the shipper. Called the store and the GS manager (Adam?) told me he would contact their repair facility (the shipper) and get it fixed. I informed him that we are traveling in a little over a week and need it before then (mind that this is already about 2 weeks after drop off). He said no problem.

It is now 6 days later, and 3 before we leave town. According to UPS the laptop hasn't even been picked up from the wrong location yet! My wife spoke to the GS manager again yesterday and was told he'd look into it. Same manager who told me he'd take care of it last week. Shouldn't this be as easy as contacting the repair facility and having them redirect with UPS?

Bottom line, not impressed with the customer service. This was a (kinda) honest mistake with shipping address, but the response has been terrible. What's the benefit of paying more at BB over say Amazon if the benefits of having local, in-store service aren't there? I looked and could have bought the broken part (internal power receptacle) on eBay for $10 and avoided this whole fiasco. Will never pay for a GS protection plan again, that's for sure.

Update: 10 days later. Still no laptop. Zero communication from the store, including the GS manager that said he'd update us as it progresses. Grade F service continues.

Final update: wife received a "your computer has arrived for repair" email. Strange. I pulled up the tracking and it showed that actually it was delivered to the original store yesterday. No calls as promised, either when it got to the Kentucky facility or back to Colorado.

I decided I'd go get it. GS guy said "it's not here" (after I waited in line as he chatted with another customer for 10 minutes!). I showed him the UPS tracking. He said "that means it was delivered to the local UPS facility". I asked for a manager. He was able to find it in the back. I feel like if I hadn't shown up in person and pressed the issue we would never have gotten the computer back.

So disappointed. I'm a nerd. I think I spent my first lawn mowing money at BB when I was like 12. I'm from Minnesota so it's a local company to me. I'll never step foot in another BB if I...

Did a "curbside" pickup for a new Apple iPad Pro. Clerk wcompirred himself in a friendly and efficient manner. And when stumped by one of my questions, he did his best to get an answer. Overall, when I probably didn't get the best deal possible by using brick and mortar pickup rather than courier or usps delivery, my goal in this circumstances related to my desire to obtain in my possession a unit without further delay. (The first attempt to order this model iPad had ben thwarted by whatever fate befell the item after shipment . THE order was apparently lost in shipping, and at the time one could just shrug and invoke the ubiquitous utterance: "Well dude, it's just COVID-19." IN ANY CASE this snafu had created some frustration. AND having now an experience is quickly becoming a rare treat, is, for a premium, getting the pleasure of immediate gratification by have the item resting safely in one'es grip. So memorable is the feeling of contained elation provided elation provided by the iPad, nearly 1k, and a beaminganf affable checkout clerk, who had without haste produced the object in question from some kind of shielded cupboard in the immediate vicinity and within a flash placed in my welcoming hands as if it were a newborn infant. YOU may thonk i jest or have a satirical intention by my manner of describing this once commonplace consumer event--well, the near adrenal rush I might go on about ad nauseum--may comport with the uniquely transcendent sensation experienced in the past by a few other star-stricken individuals. As a consumer ritual that was possibly once taken for granted, the lessening frequency and almost certain extinction of the retail, in store buying paradigm has know filled consciousness, and for me has transformed into what the common vernacular would peg as a"a thing." Perhaps I am in prattlinngon as I do I'm unwittingly revealing the fetishist sickness of a brain addled, hopelessly deranged musings of middled-aged misfit. And in the same moment I do have a reverence to to capture the uniquely euphoric and also shamelessly privileged and brazenly corrupted selfishness holding this electronic Cadillac flagship tablet elt, resting pristine an unspoiled in its new completely mint in its new splendor, the shrink wrapped iconic white Apple box, placed without incident in my hands in less than a day, or even just couple hours wiyhim ordering. FROM BEST BUY ONLINE, the seamless website to physical store site Process was pretty much effortless aside from finding...

Never purchase a phone and warranty coverage thru BestBuy. My oldest son surprised me last year and bought me a Samsung Galaxy 20+ with the extra protection plan in case the phone is ever damaged, etc. In May, 2021 I had to get my phone replaced due to a cracked screen. I had to pay either $200 or $250 go best buy (on top of the extra warranty my son paid for when he bought the phone) for them to order another phone and have it shipped. I then had 30 days to ship the broken phone back. I was going out of state and my mom was watching my children, and I was worried my screen would completely stop working while on my trip and I wouldn't be able to call back home, etc. Anyways, nothing more was said about the original warranty plan my son had bought. I was never told I needed to repurchase another one for the replaced phone. In fact, it still showed on our best buy acct that the phone was still "protected". Well, yesterday my phone fell out of my pocket while I was painting and the screen hit the edge of my ladder and cracked the screen. The bottom 3/4 of the screen won't show anything and when I plug it in, it blinks green. I make an appt immediately with the geek squad to get my phone replaced. The man proceeds to tell me that he doesn't know why it still shows protected because it's not. He tells me that I needed to repurchase another warranty plan when the phone got replaced in May. I told him that I was never told that. He even agreed that it was strange because it does still say "protected" but it won't let him do what's needed to get the phone replaced. He even commented about how wonderful we are as customers because we have Total Tech Support and have so many items that we've purchased thru them that have the extended warranty plans that we've paid extra for. So I told him that obviously, if we knew we needed to repurchase another warranty plan, we would have. But NO ONE ever told us we needed to. We figured since we had to pay the $200-250 fee to file for the repair, the original warranty was still in effect.

I just want to warn anyone who's thinking of purchasing a phone thru them...it's definitely not worth it. You are better off going thru your wireless phone company and paying the small monthly fee for warranty protection because there is no limit to the amount of claims you do. Stay away from Best Buy when purchasing...