Best Buy — Local services in Monroeville

I went to the store to pick up an online order. Before I picked my order I needed a TV mount for my purchase. When I got to the TV section I found an associate and asked if he could direct me to the TV mounts. He showed me the section and attempted to help me locate the mount. I told him the size I needed and he then started telling how that I was wrong and no TV would need that kind of mount. The TV I was purchasing was a 85" TV that needed a 600mmx600mm vesa mount. Knowing I was correct I continued to check the mounts and was unable to locate the correct mount and decide to just order one from Amazon that would fit correctly. I then went to the front to pick up my order. The associate there told me to bring my vehicle up front and they would bring my order out to me. They brought my order out and I was surprised by it's condition. The website indicated the TV was an open box and excellent condition. What was rolled out to me was a floor model TV wrapped in bubble wrap with missing panels, multiple scratches and other cosmetic issues. A floor model that is missing parts and scratched, can in no way be categorized as excellent condition. They have sat on for 11 hours a day 7days a week on top of all the physical damage and missing parts. After about 30 minutes of them telling me I still got it cheaper then I was supposed to and there wasn't anything else they could do. I asked to speak to the store manager and found out the original associate that "helped" me look for a mount was the store manager. He claimed he can't change the price and he is locked by the computer and that I should reach out to corporate. I asked if I should do it now and he said sure and so I did and got a message that they are closed today. He then attempted to call and stated he got in a call queue of seven minutes but then hung up the phone before we got to talk to anyone. I was given an email address for the district manager to see what he can do. Needless to say I was very unhappy with the situation. I opened a bestbuy credit card to make the purchase. I rented a vehicle to pick up the item. I wasted several hours of my day dealing with people that couldn't or wouldn't make things right. We will see what the district manager or corporate will be willing to do but Bestbuy is going on the list of stores I use to do...

Horrible customer service. Save yourself the aggravation and go to Target or Walmart. I went to the Best Buy in Monroeville earlier today. The loss prevention lady at the front of the store asked me if I needed help with anything. I replied no as I knew what I wanted just needed to verify if it was in stock. After verifying, I went back to the front and asked the loss prevention lady if someone could open the case so I can get the ear buds I wanted to purchase. I didn't need any sales help, just the case opened. The loss prevention lady said, "I'll send somebody right back." Five minutes later and I'm still waiting and decided to leave. Just as I'm about to walk out the loss prevention lady asked if I got what I needed. I said, "No. No one came back to open the case." She gave a what seemed to be a half sincere apology and said, " You are number 2 on the list to be helped. I don't have anybody available right now and he is getting off now." He is a sales associate who was standing and talking to the loss prevention associate the whole 5 minutes I was waiting by the case for someone to open the case. Couple of things stand out to me. Could the associate who spent 5 minutes talking to the loss prevention lady taken 30 seconds out his chat time with her and came back and opened the case for me? Could the loss prevention lady have told me when I first requested assistance that they are short staffed and she will put me on a list?

You can review your security tapes to verify what I just wrote. I came in about 4.45pm with the burgundy sweater on.

I asked these questions rhetorically as either one would have worked. I definitely felt like my time and patronage are not valued. I went to Target and purchased the exact same item. If this is Best Buy showing appreciation to their customers, I will just go to Target or Walmart going forward. In retail, everybody sales the same things at roughly the same price. What keeps customers loyal and returning is customer service. Why would I shop at Best Buy if this is the best you can do with your customer service?

I tried to call the store to speak with the MOD before writing this, but after waiting 6 minutes and 48 seconds on hold I hung up.

I doubt anyone from Best Buy will reply to this, but it would be nice...

Visited Best Buy in Monroeville yesterday to look for a 65” TV for my family room. I walked in and was greeted by a loss prevention girl then walked around with nobody asking if I needed help for about 45 mins and the store wasn’t even busy. I began to get frustrated, walked towards the front where I was greeted by a gentleman who appeared to work for At&T trying to sell me cell service, I told him I needed help with TV’s so he went to find me help. About another 20 mins went by with no help, finally someone working at the back register asked me if I needed assistance in which I told him yes, he said he was with another customer and attempted to find me help. Another 5 mins or so went by where I was greeted by an associate who offered to assist. The associate asked how he could assist, I told him I was looking for a TV 65” for $500 or under and was looking for some advice. He immediately told me I was only going to get junk at that price point and told me I needed to spend more, I again reiterated that my budget was $500 or less and if he could help me find something, he reluctantly helped me with an attitude at that point, once I found my purchase as he was ringing me up he continually tried to sell me extended warranties, Best Buy memberships and installation service, none of which I was interested in.

This experience was less than subpar, going forward I will either shop online or shop at another retailer with electronics.

I am a District Manager for a major retailer in Pennsylvania, I am responsible for over 200 employees, all of which know to ask the customer if they need help when walking around the store. If I didn’t have $200 in Best Buy gift cards to use I would’ve left and went elsewhere to spend my money.

Just amazes me that a major retailer in the electronics industry doesn’t have employees walking their sales floor...