Best Buy — Local services in Montgomery Township

Went to return a phone case. The 'greeter' at the front door looked at my return item, stuck a pink sticker on it and sent me to Customer Service. I waited in line for 10 min at Customer Service - only one employee was working the return/customer service register, three were standing ten feet away BS'ing. When I got to the counter the girl said, "oh, you need to return this over in the Best Buy Mobile section". I then went to the Best Buy Mobile Section where the only two employees in the section were selling mobile plans to two separate customers. I was the 3rd person in line to return something. After a 15 min wait, a third employee showed up and was obviously high or something. He took an additional 10 minutes to take care of the first person in line as he wondered from register to register and rooted through the cabinets behind the counter. When I finally got helped, the guy didn't say a word to me or make any eye contact. ABSOLUTELY the worst retail store, bar none, in which I've shopped. If this was my first bad experience at this store, I would have simply chalked it up to a fluke, however it was not. I received a remote starter for Christmas and had it installed at this store. The installation went fine, however, I wanted an adjustment made so the car would run longer and not shut off so quickly. I spent ~30 minutes on the phone with some idiot explaining the situation and what I wanted changed. This guy was clueless and finally said to come in and talk to the installer which I did the next day. After 'making my case' as to why I wanted to the car to run longer than the default 10 minutes he agreed to adjust the remote starter to make the car run for 20 min instead. I was about 2 minutes away from popping the hood, ripping the remote unit out, and throwing it across the store. I asked the installer if the adjustment was a simple matter of adjusting some DIP switches in the control panel and he said in a condescending bark "Yes, but Not for You!". And for my last example, about a year ago, I ordered a laptop online to avoid dealing with the idiots in the computer department and to expedite my purchase. I ordered the laptop around 9am, the store opened at 10am. The website said to wait for a confirmation e-mail after I placed my order. I got an e-mail around 10:15am stating that the store was closed when I placed the order and to wait until store the store opened for the confirmation e-mail. I received the confirmation e-mail at 11:45am! I went to the store and waited for about 10 min for someone to stop talking and come to the register. The employee had a hard time finding my order even though I had the confirmation e-mail and it took another 20 min to get the laptop out of the warehouse in the store. Next time I'm gonna...

This review is unfortunately due to one God awful manager. I'd like to note all other employees were extremely attentive and helpful and did everything to help me. This poor excuse of a "manager" Evan was absolutely abhorrant and dismissive to myself and his employees. They all tried to find a solution and all he did was tell me what he couldn't do. I have worked in customer service, particularly escalations for 20 years, so I know how to deal with customers and be a customer and try to treat employees kindly but I spent TWO HOURS in this store and got zero resolution. When I entered the store he immediately said he couldn't help me and didn't have access to view Amazon orders. When he walked away another employee said they thought they could and found my order immediately. He hid in the back of the store and had his employees run back and forth offering me multiple solutions like a "one time price adjustment" of $40 ONLY if I purchased a $49.99 membership. I had done my due diligence prior to coming to the store. Chatted with Amazon and Best Buy and brought my chat transcript and FAQ which clearly stated I could get a price adjustment or return the TV in store. I opted for the price adjustment and after an hour of back and forth and them "tempting" the manager to come out by telling him there was a "Baja Blast" at the front for him. They said they could do the adjustment or a return if I brought the TV in. I had my husband drive to the store. The employee saw the Best Buy tag on it and scanned for a return. They requested the manager come out because he needed to authorize then refused and said he wouldn't do it because I needed to submit the return via Amazon, even though if returning through Amazon I would have to ship back through UPS. Best Buy site and chat stated I just had to show proof or bring the TV. Two other employees told him he could do it and he basically told them not to talk back. He tried to gaslight us all into thinking he could "return" the TV but I wouldn't have a TV or the refund because I bought it on Amazon. He had ALL my information on the screen. After he said, I can't help you, you aren't understanding, he walked into the back where I heard him complaining. I sat there in shock for 5 minutes as I had been so patient for TWO HOURS. He was horrible and I honestly don't know how he is even employable as it was clear he hides in the office on a regular basis. I have been on the other end of handling complaints with BBB, TrustPilot and Google. Never did I think I'd be receiving customer service so poor that I feel the need to contact all channels to ensure no one else is treated so terribly. Value the front of house employees here, they deserve better than this manager that doesn't belong working...

Arrived for a simple video game pickup. Advised by employee immediately after entering to follow yellow dots on floor. I would later learn that pickup was moved to checkout, which in honesty he may have said, but I had only heard to follow yellow dots which had also pointed to customer service desk. I got in line and after waiting a few minutes was asked by employee what I needed. I advised I was here for a pickup and held out the barcode on my phone to be scanned. The employee instead asked for my ID. After doing so, he ushered over to another enployee to retrieve item as he was still helping the other guest, but gave her the wrong name. I advised that he had said my middle name and corrected him. The other employee disappeared into the backroom and I could see her through the transparent wall as she was looking all over the shelf looking quite confused. After a few minutes she returned holding a laptop with a post-it note of someone else's name and asked if this is how I spelled my name. I advised no and that I was here for a video game pickup. The original employee advised I was at the Geek Squad side of the desk and then directed me to the other side for customer service desk. I then changed sides and began waiting for several more minutes behind another guest. While one person was helping the guest another was just standing there. This employee had eventually left and began making casual talk with a couple other employees who had walked up, never asking to help me. When it was finally my turn I said I was here for a video game pickup, which she then told me pickup is at checkout. By this point I was aggrevated, as it was probably 20 mins or so after entering the store, and may have had a tone in voice, but had told her I was first first direct to the desk and then over to the opposite side. The employee responded with a tone in her voice as well telling me I was wrong and correctly told by the greeter that pickup was at checkout and that the person who worked on the other side of the desk is Geek Squad and "doesn't know anything". Finally, I made my way to checkout to pickup my...