Best Buy — Local services in Logan

UPDATE:

I am posting here because I have failed to receive help from any other contact from Best Buy.

On October 14, 2018, I went to my local Best Buy (located at 1475 N Main St Ste 120, Logan, UT 84341) to pre-order the Nintendo Switch Super Smash Bros Ultimate Edition. The charge was placed on my Best Buy credit card upon purchase.

On December 7, 2018, I went to my local Best Buy to pick up the console and game that I had pre-ordered; however, they could not find my order and they struggled to find any information on it. They finally discovered that my order had been cancelled by the Best Buy system sometime during the process, which had not notified me in any way, and my credit card had not yet been refunded. I asked if we could just order another one, but because it was limited edition, they would not be able to do so. Frustrated that I would now not be able to have the item I ordered and purchased, I asked for a refund while we sorted things out.

On December 8, 2018, I visited the store to finish resolving the issue. I worked with the manager, Amy Johnson, and she did a phenomenal job trying to help me to the best of her ability. She worked diligently on the phone with various other Best Buy individuals and branches to find a fair resolution for the problem and my troubles. She told me we would likely need to speak to Customer Retention, but they would not be open until Monday. Again, I waited.

On December 10, 2018, I called the number she had provided, along with a case number, and was told they would help me from that point onward. Instead, immediately after providing they case number, they told me that they could not help me in any way and that all issues would need to be resolved in-store, despite the issue stemming from the Best Buy online system. Again, I traveled to my store to see if I could get any sort of help. I was informed that the General Manager of the store would be there on Tuesday, December 11 to help me out. I agreed to come back the next day.

Today, December 11, 2018, I once again visited the store. The GM was unsympathetic, did not care to listen to the issue, and simply told me that he could not do anything and that I should call corporate. I called two different numbers, spoke to three different individuals, and was told the same thing again and again: that my local store would be able to handle the issue. Finally, I was told that a regional/district manager would be calling me today, around 8 PM to address the situation.

To say I am appalled with my Best Buy experience and the customer service I received would be an understatement. The communication between my store and corporate is abysmal, and the service and care I received (aside from Amy) was a miserable experience. I regret having purchased multiple items from Best Buy and opening a Best Buy credit card. It has become apparent to me that Best Buy has little to no care for its customers and makes any form of feedback or customer service extremely difficult to access.

Perhaps the call tonight will change my opinion, but I honestly doubt anyone will call me. If I have learned one thing from my Best Buy experience, it is that they have no idea what they are doing.

PREVIOUS REVIEW: To preface, the issue has yet to be resolved, so I will be updating this review on Monday, December 10 when everything has been addressed. On October 14, I pre-ordered a limited, special edition product with my Best Buy credit card. When the item released, I went to the store to pick it up. Their system cancelled my order, without providing any notice or refund. Because the item was a limited, special edition, it was out of stock everywhere and could not be ordered. A frustrating and disappointing experience, but Amy Johnson worked on my behalf to ensure the situation was remedied. Though the issue has yet to be resolved, I am thankful for and confident in Amy’s efforts, which have lightened an otherwise...

Apple/Best Buy Review

Here is the email, and rundown of events that took place:

Dear Apple Complaints

I am extremely frustrated with how my Apple Watch service request has been handled by both Apple and Best Buy. I have spent over five hours dealing with this situation, only to receive unclear information, contradictory statements, and an unacceptable delay in getting my issue resolved. Below is a timeline of events:

Wednesday • Spoke with an Apple technician for two hours. They advised me to take my device to Best Buy but failed to mention Express Replacement as an option. • The conversation about a replacement process was unclear, and despite discussing what watch and band I would receive, nothing materialized. • Took my device to Best Buy, where it took over an hour for a diagnostic. The technician confirmed the issues but provided inconsistent information regarding Express Replacement, simply stating, “it’s what Apple might do.” • I was told the repair would take 2-3 weeks, which is unacceptable given my AppleCare coverage.

Thursday • Spoke with Apple Support again, who told me my device had already been shipped from Best Buy and was delivered to the Salt Lake City service center. They claimed it was being worked on. • When I inquired about Express Replacement, the representative backtracked and said I needed to speak with Best Buy. They called Best Buy on my behalf, but I received no update for 30 minutes. • Shockingly, the Apple representative somehow obtained my wife’s cell phone number—which I never provided—and disclosed details of my case to her. This is a major privacy and security breach. • I had to leave the call due to other responsibilities, yet no one followed up with me.

Saturday • Contacted Apple via chat and phone to cancel the repair and proceed with Express Replacement. They again attempted to reach Best Buy but received no response. • I personally called Best Buy—no answer. I tried their chat support, but they refused to discuss the issue.

Conclusion

I have AppleCare, yet Apple failed to properly explain my options. Had I been given the correct information from the start, I would have already received a replacement Apple Watch. Best Buy, an authorized service provider, failed to do their job correctly and gave me misleading information. The 2-3 week delay should have been flagged, and Apple should have advocated for me instead of making me chase answers.

This situation has caused me unnecessary stress and wasted an unacceptable amount of time. Apple claims to prioritize customer experience, yet my case has been handled with poor communication, misdirection, and zero accountability.

My Request A resolution specialist must investigate this matter across both Apple and Best Buy and provide me with clear, consistent updates. I expect immediate action to ensure I receive my Apple Watch replacement without further delay. Given the time wasted, incorrect directives, and privacy violation, I also expect appropriate compensation for the inconvenience caused.

This experience has been nothing short of disgraceful, and I expect Apple to take full responsibility in making this right. Please respond promptly with a resolution.

I spoke to Apple again and they said there’s nothing they can do as they don’t have a complaints department.

Completely and utterly frustrated.

-Tried calling Best Buy to be transferred to the Logan outlet, and they couldn’t even do that, the call disconnected.

What an absolute joke

Hopefully this review can...

Update: dropping stars from 4 to 2

Typical over promise and unxer deliver. They were factory resetting the floor model computer they squared me away with and loading all their protection on it. Was supposed to get a call first thing this morning. Never heard from them. Yesterday the tech said that with 2 hours left in their shortened business day he couldn't do it same day but could have if they were open till 9. He needed up to 5 hours. They opened at 10 today. Didn't hear from them by 3 (10am-3pm is 5 hours and assumes they did nothing with the 2 hours yesterday). They closed at 6. Never heard from them.

Original: This would have been a 1 star, or 0 star, review yesterday. Let me explain.

I had sent out a laptop, through the geek squad, on 2 separate occasions, over the last 18 months under the geek squad protection plan. Each time my laptop came back with new problems or new damage. It was a battle to get them to own their errors and fix them, so much so that after each "repair" I set my laptop aside for montha because it would reignite these extremely frustrated and angry feelings. My experiences with their geek squad staff, the customer service, and even their over the phone help were atrocious. I had gotten about 9 months of use put of my laptop and then it turned into a paperweight for a year and a half because trying to deal with best buy and geek squad was such a miserable time.

I went back today to try again to get my laptop running smooth and correct as I prepared for fall courses. I asked for the geek dquad manager and got JORDAN. He listened to my situation and the whole story and immediately went into resolution mode. He went straight for a fix that should have probably been done the very first time I took my laptop in. He credited me what I paid for it, helped me shop a new laptop and even reduced the price as much as he could so that I could have a new computer and a protection plan at the value of my old computer. He succeeded. I now have a brand new laptop, the same model as my old one in its current version, with a protection plan an all I really paid was tax. I can now do computer work without worry, without it triggerinv frustration and anger and I feel so relieved that I can do the work I need to without issue. I was FULLY prepared to write off best buy as a company forever. They were truly miserable to deal with up to this point.

JORDAN was exceptional today and I felt a responsibility to share my experience and sing his praises. He has earned a little of my trust back with the company. Not much, but enough that I will give them small business and opportunities to built off this positive experience. If you have issues with geek squad, JORDAN is the man to talk to.

Thank you JORDAN. You were the person I needed...