Best Buy — Local services in Louisville

Horrible experience with having a dash cam hardwired into my vehicle. Was called the night before and told to pull around behind the building and wait at the Geek Squad Garage doors, where someone would let me in. I got to my 10:00 AM appointment 10 minutes early (9:50 AM) and ended up sitting back there for half an hour. No one ever opened up the garage doors, looked outside, or even called me. At this point it's 10:20 and I pull back around to the front store entrance, run inside and let somebody know that I've been waiting back there for half an hour. They page another employee over the walkie-talkie and then I head back around to the back of the building with my vehicle. They let me into the garage and Alex was immediately making remarks along the lines of "I'm on a time crunch now" and "There's not much time" and "We're on a tight schedule", etc. I let him know I was out there for half an hour waiting for the garage door to be opened. He then proceeded to tell me he opened the door right at 10:00 AM and didn't see me. The entire time, I had been parked about 10-20 feet away from the doors. I drive a bright red SUV that is nearly impossible to miss. After that very obvious lie, he then wanted to charge me for a hardwire kit. Whoever I spoke to online, the employee had informed me that they owned the same model dash cam and that a hardwire kit was included. So while I'm signing papers for my installation, I end up being slapped with another $40 charge for a hardwire kit that I was told was already included with my purchase. They also sold me a brand new model online, and then proceeded to install an open box version. I told them I was fine with having an open box model installed as long as everything works properly, and it does. But the point is, if that dash cam had been sent to my house, it would have been a whole giant process to send it back and get a refund. Nowhere on the website was it listed to be open box, and they even confirmed that I paid the new box price. Luckily I was reimbursed on the spot for the price difference. Moral of the story, not only did Alex in the garage lie and try to turn the situation into something that was my fault, but I was also blindsided with a charge for a hardwire kit that was supposed to be included with my purchase (according to an online Best Buy customer service associate), and it was also an open box model that would have been a haggle to return and get refunded for if it was sent to my house. I would not recommend going to them for any mobile installation and I would definitely triple check product information with several people there before making any kind of decision or purchase. I'm not one to write such a large and negative review, but this was an absolute disaster on...

My journey as a Best Buy customer has involved significant expenditure, well beyond $5,000, with a recent purchase of various electronics totaling around this amount. This includes TVs, Sony headphones, among other items. Despite my previous confidence in Best Buy’s expertise in electronics, my latest encounter, particularly with their Geek Squad warranty service, has left me deeply disappointed.

Among my purchases were two TVs: a premium LG 75-inch for approximately $3,000 and a Toshiba Fire TV for $200-300. The LG, now out of warranty, continues to work fine, but the Toshiba, still under warranty, began malfunctioning within three months of purchase. As a computer engineer, I attempted all standard troubleshooting methods, including multiple factory resets, but the problems persisted.

When I contacted the Best Buy store on Outerloop for assistance, they directed me to Geek Squad. Initially, Geek Squad acknowledged my warranty and asked me to bring the TV to the store. However, this is where the frustration began. On my first visit, I was turned away because it was past 8 pm. On my next visit, I was informed that they couldn’t service TVs larger than 32 inches in-store, which contradicted their earlier instructions.

After waiting 20 minutes to speak with the manager, Patrick, I received no assistance other than being told once again to arrange a home service through Geek Squad. Despite explaining the situation and requesting some accommodation for the inconvenience, I was met with indifference.

Final Thoughts:

This experience has significantly tainted my view of Best Buy and Geek Squad. The lack of consistency, empathy, and effective customer service, especially for a long-standing customer who has invested significantly in their products, is disconcerting. The experience starkly contrasts with the more straightforward and customer-focused services offered by retailers like Walmart.

Given the complexity and the time commitment required to resolve this issue, and considering my busy professional life, I have reluctantly decided to discontinue my efforts with Geek Squad. This incident serves as a reminder of the importance of reliable customer service and efficient warranty support. Unfortunately, Best Buy’s services did not live up to my expectations, and I will be more cautious in my future electronics purchases and the selection of...

Let me preface this post by saying I'm a very patient person who tries to do the right thing, but this interaction pretty much ruined the rest of my night. So, I went in looking for a micro SD card. The Best Buy app said they had 5 in stock so when I was finally helped by an associate they were unable to locate any of them. He kindly offered to go in the back and look to see if they just weren't put out on the shelf. After 10 minutes he came back and said he still couldn't find them so he told me he was going to get his manager involved and go look again in the back since this was a shrink issue. I was left alone for about 15 minutes, and after awhile of standing around the same spot, I look over and there's the sales associate rearranging stuff on the shelf in an aisle near me. He eventually comes over and tells me they still can't find it in the back. So, he told me it might be a long wait if I wanted to stay and still see if they could eventually find them. That being the case, I just asked if they would consider a price match or anything like that so I could just leave if they weren't able to come across them. He said he would go ask his manager real quick about it and that ended up being another 15-20 minutes. Finally, while waiting I happened to look over into the next aisle... and there he was again rearranging stuff on the shelf! When he looks up and notices I am looking at him he comes over and tells me that the manager won't be able to do the price match and that they still can't find it in the back. I was pretty frustrated by now at how immature the associate was handling this. When I asked him why he was avoiding me he told me he had other responsibilities to do because he's at work. He claimed he wasn't trying to avoid me so I then just asked him why he simply couldn't walk back over and tell me they wouldn't consider a price match so I could have my answer and leave. He started tripping all over his words and making excuses at this point. In the end, I wasted close to an hour trying to be patient and see if they could work with me or find this item. Definitely not saying all my interactions at this store have been this bad,...