Best Buy — Local services in Mentor

Four stars for the pleasant people who work there, but only one star for their Geek Squad handling of Apple iPhone repairs--just don't do it. I have now been without my phone for five days and it may be another two or three days before I get the replacement phone after their tech broke my perfectly good original phone.

I brought my iPhone 7 Plus here because it needed a battery replacement. Because it's the Apple Authorized repair center closest to my house (10 minutes), Apple recommended I take it there. Seemed innocent enough, so I got there at my designated appointment time of 4:40 PM on a Friday. The Geek Squad team member said they wouldn't have anyone available to work on the phone until 10:00 AM the next day and it would take two hours to replace the battery. I figured I could go a day without my phone, so I left it with them.

At 1:30 PM Saturday, I went to Best Buy to get my phone. It wasn't ready. The repair tech said he was the only one that could do the repair and they got really busy, so he hadn't been able to finish it. I was told it would probably be done by about 5:00 PM. At 3:00 PM my fiancé got a call from the tech: he broke the phone and would not be able to return it to me. The repair was covered and I would be getting a brand new iPhone 7 Plus from Apple...but he couldn't get hold of them, so he couldn't get an immediate authorization because Apple Chat was down. Another day without my phone and I was told I couldn't get a loaner. My frustration level was beginning to boil.

I couldn't access anything because my phone was used for authentication to my bank accounts, work remote access, and a number of other apps I use on a daily basis. And let's not forget I had no ability to do the most basic task: make a phone call. It was crippling, to say the least.

Sunday morning around 11:30 AM I went back to the store--my THIRD trip--and met with the Geek Squad tech (a supervisor) and told him unequivocally that I was not leaving the store until he figured out how to get me a loaner and figure out how I was going to get a new phone...another 90 minutes of waiting while he made calls and talked to people. FINALLY, he got through to Apple and got the authorization to have a new phone sent to the store. He also figured out how to get a free loaner phone, which turned out to be a Moto G7 Android device. Then I found out it would be about four days before the new phone will arrive. Yikes.

So I am now writing this on a Wednesday, still without my Apple iPhone, five days after I brought my original phone in for a 'simple' battery replacement. Through it all, I have to say, the only thing that stopped me from blowing a gasket was a calm, reasonable, and sympathetic Geek Squad supervisor who did his best to take care of me after bricking my phone. Accidents happen, but this was a costly and frustrating one for me. Do yourself a favor and go directly to an actual Apple store for service.

• UPDATE * Three automated voice messages later from Best Buy that say my device is ready for pickup and it still has NOT been ready for pickup! It's now July 28--23 days after I dropped off my iPhone. This is the craziest situation ever! Each time I went to the Geek Squad to pick up my device I was told it had not yet...

We ordered an LG Washer from BBY. We received a delivery date and a window of 5 hours (12-5PM). My 80 year old mom was waiting for the delivery. I received a text that the tech was on their way and would arrive at 2:20PM so I notified my mom (we are 160 miles away from each other). 2:20 came and went. Finally, at 5PM, I called BBY Geek squad to see where the washer was. After a number of minutes waiting while the CS rep tried to figure out what was going on, he told me that the washer never made it to the warehouse the day before. So the installation was cancelled but no one bothered to notify me nor my mom. No call. No text. Nothing. My 80 year old mom spent the entire day waiting for a washer installation that was never going to happen. Next the CS rep told me that we would have to wait another 5 days for the washer to arrive at the warehouse and one additional day to get it delivered and installed. We had already waited 5 days to receive the washer on the original delivery date. I asked the CS rep of this was good customer service especially since I am a BBY Elite member. Obviously, he agreed that it was unacceptable and he said he would provide us compensation for our trouble. I appreciated that so I asked what the compensation would be. He told me the only option was a gift card and he couldn't tell me the amount until after the washer was delivered and installed! I expressed concern that the compensation was a gift card and asked for a discount on the washer price instead. He said that they could not change the price of the washer. So basically, the "compensation" really doesn't do anything for my mom because she rarely needs items from BBY (at 80 years old, she is not the perfect demographic for BBY). It also really doesn't impact BBY to offer a gift card. Basically, you are just delaying the revenue a bit by issuing a gift card. The fact that you wouldn't tell me how much the compensation would be until we installed the washer was insulting as well. To add insult to injury, I was told by the CS rep that I had to call back into BBY and manually ask for the gift card after the installation. There was no way to have it issued automatically after the washer was installed. The CS rep said that I had to call back and provide a ticket number in order to obtain the amount and have the gift card issued. I asked the CS rep to send me the ticket number via email or text so I had it and didn't write it down incorrectly. Nope - CS Rep can't send an email nor send a text. So, the hope is that the customer will forget to manually call back and request the compensation and perhaps lose the ticket number so they can't claim the "compensation". I asked to speak to someone that could make changes to the above but was told that they would provide the same info that the CS Rep had provided. On the positive side, the CS rep was very courteous despite my frustration and the inadequate customer service that his company was offering me. I hope this info gets back to appropriate BBY management in the hope that changes are made and a review of what happened with the order and the communication of that...

We had just bought a house and were in need of appliances. Best Buy has a large assortment of Samsung appliances and TVs we were looking into purchasing. The staff was really helpful in store when we were spending our money. Unfortunately it’s after they got our money things declined extremely fast. We need initially were only going to have the cooktop delivered and pickup the fridge ourselves. The fridge was a open box and we had other items to get. However we figured might as well have it delivered with the cooktop. They told us they pick up from store on Tuesday and Thursdays. Our cooktop was already scheduled for Wednesday so we thought perfect have them both delivered on Wednesday. The store said they could setup so we went about setting up delivery for fridge. Tuesday night is when all good things with Best Buy and this store end. They call and said sorry can’t deliver tomorrow the products you bought. We asked if they could deliver just the cooktop since we didn’t have one. They said no nothing we can do. Oh and by the way reschedule for Saturday. I called the store and they apologized and said you have to call the delivery number about the issue. I called the number they gave me said Saturday was soonest they could do and to call back Saturday for refund or compensation. Saturday came and they call and say oh by the way we don’t have the fridge. So I call the store and talk to Mercedes who apologizes for issue. Sherry the warehouse manager and Mercedes setup a new delivery appointment and a brand new fridge and not the open box we bought. I was excited until they were like friday is earliest we can do. They giving us a new fridge so I was like ok the three days off work we had to take off will be worth the new fridge. Friday comes around and the delivery team shows up they do a wonderful job. We look at inside of fridge and there’s scuffs and scratches on different parts of the fridge. I call store, talk to Mercedes and sherry to say that I’m not ok with the condition of this fridge. There response was well not our problem we gave you a new fridge. Really because you gave me a new fridge to make up for the terrible experience I had and now I’m stuck with something undesirable. Now I have to use more of my time to call Samsung to get them to replace stuff on the fridge instead of dealing with this store. Never again will I buy appliances from here. I would recommend staying away from here if you are looking for appliances. It’s for this that I feel unsatisfied with this order and the store is getting one star. I’ll go to Home Depot who give military discounts along free delivery and...