Best Buy — Local services in Matthews

Earlier in the year I bought my husband a phone, case, and screen protector at the Matthews Best Buy. The screen protector has a lifetime warranty, and because of damage, needs to be replaced. So we stopped by this evening to get it taken care of. When we arrived, there was a family at the phone desk being helped by a Best Buy Associate. We waited, and when they were finished, the associate began walking away, when I told him we needed assistance. He said he would call someone to help us and disappeared. We stood for several minutes, sat for awhile longer, then I got up and headed for the service desk, which had a long line. I looked over to the associate who was at the front door, he/she acknowledged me and I could see they were calling for help over their earpiece. So we waited several minutes more. I was surprised there were no associates manning the phone area, as there were several people shopping. Finally an associate asked if he/she (I will not identify, as I don’t want them to get in trouble) could answer a question for us. I explained that we needed a screen protector replaced. The associate, obviously frustrated/embarrassed said “honestly, it’s going to be a while.” I asked if they were having a difficult time finding people that wanted to work, which seems to be the problem for a lot of business. I was shocked to be told, “No. Our CEO made cuts, as he feels most people prefer shopping online.” Seriously?! The parking lot was 3/4 full, and there were a lot of people shopping in the store. You cannot get your screen protector replaced online, under warranty. We were on our way somewhere else, so we didn’t have time to wait any longer. Which means another trip back to the store for a 3 minute exchange, that will probably take over an hour. The CEO of Best Buy needs to rethink his new plan. Because it is not fair to the associates… or the customers. Not everyone wants to shop online, or wait an hour to be helped. I gave the 2 stars only because I feel bad for the...

Order fulfillment timeframe store is open for two hours. I put the order in before the store open on a Sunday and the problem is what exactly.? The art of Customer Service has died, that I have to go to the store myself without notification from the store to find where my order is to get to the front door, only to be greeted by this person behind the desk with an attitude not very nice didn’t care that I had to come to the store to pick up an order for fulfillment that only thing he had to do was ask for it from the back room It took two minutes to get it from the back room for two hours to be filled, and then the attitude at the front door immediate discussed with why Customer Service is so difficult for these human beings not to care that somebody is spending money at your location for you to roll your eyes and walk away when I asked you how long it would take to come from the back room after two hours of waiting when your location has been open for two hours??… someone comes from the back room with it in his hand within two minutes ??? You can’t call the store there’s a store full of employees on a Sunday. The phones are not being answered this call to the store of being outsourced to another country. Only to tell the customer then not available to take phone calls but when you walk in the store they’re all standing around doing absolutely nothing but rolling their eyes at me because I’m mad about a two hour order fulfillment that took two minutes to come from the back room when I arrived without notification Simply disgusting customer service where I will shop Amazon at least I know with Amazon is coming. I know what it’s coming. I don’t have to wait for it nor do I have to wait on anybody’s disgusting attitude at the front door or beyond that point. Never shopping at matthews township store ever again. Horrible customer service-I refunded the item. Amazon will get my money with...

Huge lack of communication with clients! Unreal waiting and lack of organization to install appliances! I bought close to 10k in appliances for a large flip project and they had all appliances except a expensive Samsung hood that was not in stock. First delivery and install was on time and quick. The sales guys did a awesome job selling me the products and supporting when things went downhill. The installers did their job as they were told. Where's the problem you must be asking?... The first installers warned me that he was probably the only skilled to install my wall hood and that chances were they would send someone that wouldn't be able to install. So i went to the store and ask to get the installers that were present on the first delivery. Well days later after a long delay the installer showed up with news that he couldn't install that hood. I called the store as i had inspection on schedule for the following day. Canceled inspection,paid my inspector a fee for that. Than rescheduled other contractors and inspector. Since then i called 3 more times and when personally to the store one more time. Apparently nobody knows what is going on,my hood still in the middle of my kitchen for over a MONTH!!!! Ahhh i paid over $500 to get it installed! Now i want my money back for instalation and the cost to cancel my inspector 3 times! I have contractors delayed because of this and now i have no idea what's going on, but i am EXTREMELY unhappy with how a simple install could get so screwed up! If you're buying appliances there be sure to pickup yourself and hire a professional to install for you as the higher personnel at BESTBUY does NOT care about keeping their end in order. Again sales people and installers are the best. 0 starts for the responsible...