Best Buy — Local services in Morrow

My recent experience with Best Buy in Morrow, GA has been nothing short of a nightmare. On July 4, 2024, I purchased a TCL 85-inch TV from the Best Buy on Hammond Drive in Atlanta, GA. The next day, after paying to have it mounted by an independent contractor, I discovered the TV was missing essential components: no remote, no power cable, and no manual. Attempts to resolve this over the phone led nowhere, so I drove an hour back to the store.

Thankfully, the store manager at Perimeter- Hammond Drive Atlanta GA location, John, eventually located the necessary accessories after going through multiple TV boxes. However, after further troubleshooting at home, the TV still wouldn’t power on upon my return from a trip abroad. On June 18, 2024, I brought the TV to the Morrow, GA store for a return. This is where the real nightmare began.

An associate named Michael Dennis initially assisted, but informed me the TV wouldn’t turn on and claimed there was a crack in the screen. I had never removed the protective plastic, so I was unaware of any damage. When I requested to speak with a manager, I encountered Charmaine, who was not only unhelpful but also refused to provide her name despite repeated requests. Her customer service desk associate Faith also refused to give me her supervisor's name. Charmaine's demeanor was rude and condescending throughout the entire interaction.

Charmaine insisted I return to the original store for any resolution, despite it being highly inconvenient for me. After speaking with corporate, Michael Dennis still refused to honor the return policy due to alleged damage. Frustrated, I made the trek back to the original store, where Sabrina finally provided the customer service I had originally expected. She promptly exchanged the TV for an 86-inch LG model without hesitation.

Overall, the ordeal I endured at Best Buy Morrow was beyond disappointing. The lack of customer service from Charmaine and Michael Dennis was unacceptable, and their refusal to abide by company policy until Sabrina at another location intervened speaks volumes about their disregard for customer satisfaction. I will actively dissuade friends and family from shopping at any Best Buy store and am pursuing further action with senior leadership to address these ongoing issues. I am also sharing my experience online on every social media platform I am a member of to share my experience in hopes to prevent others from experiencing something like this. This experience has been a significant inconvenience, consuming unnecessary time, gas, and effort. Best Buy Morrow has lost a previously loyal customer due to their incompetence and...

Terrible customer service! Upon walking in you’re not greeted, but there’s plenty of employees standing around and leaning over the counter talking to each other. Geek squad customer service is terrible as well. I came in for a scheduled phone repair, waited over 10+ minutes for an employee to come out from the back. When he finally did, the employee stated they didn’t have the screen in stock. I asked what was the point of making an advanced appointment? Shouldn’t the store see the issue in advance and order the product before hand to assist the customer? The geek squad employee response was “no the purpose of an appointment is for the customer to come in to see if we can repair the phone” what!? I couldn’t believe it, what sense does that make? That is a waste of my and other customers time!!!!! I am very disappointed that I received no customer support and that this person is employed at a store that has been around for many decades. The employee suggested that I contact Apple since he couldn’t help me and wait for them to send a box which will take 3-4 business days, then wait another 5-9 more business days to receive the box and another how many other days to get the box back from apple then come back to this location for pickup. That’s 2+ weeks without a phone. The guy never suggested a loner phone, or other ways to provide support. Then, without pulling my Apple profile in the tablet that was in his hand he told me that the amount due was higher then what it was supposed to be, when I corrected him he then asked if my name was Ian? I took a second because At this point I’m highly irritated and asked for the manager, he replied “there isn’t one, and to go to CS counter” I walked away with no results. Screen still cracked. When I got to the CS counter I again asked to speak with a supervisor which provided no support as well, he deserves to be demoted. Never even apologized for the complaint.

The entire store is full of unprofessional employees and should close immediately. This was a terrible business experience for me. Would not recommend. - Will not likely return. Location should be on the top 5 places...

I came into this store's location looking for RAM after speaking with a customer service representative who verified and confirmed to me that this location did indeed have the RAM that I needed. The RAM was not easily accessible on any shelf if it was available, so I asked a store associate where I could find RAM. He pointed me to an area in the store I had already been to, so I asked who I could speak to to find out more and he asked why. I advised that I spoke with a representative over the phone who checked the system to find that the item was available (at this location), so if the item is indeed available, then my thinking is - where is it? Respectfully. And so these are the things that I'd like to gather more information on. That store associate's response to me was that they '..haven't had a working phone in the store since before covid.'. I was beside myself 10 times because - never mind whether or not y'all have had a working phone since before covid. (I don't care.). I'm sure the customer representative that I spoke with likely was indeed a call center representative for Best Buy. This is beside the point. The point is: 'This store has availability. How do I obtain this item?' The initial point in purchasing RAM was because I wanted to go and pick up my RAM in person and not have to order it. Unfortunately due to the poor customer service I received and lack of communication from the stores Mt. Zion location and even the management there, I end up traveling 10 miles to another Best Buy location and ordering the item I needed online anyway from the Best Buy on Caroline street who had FAR better store associate's AND managers with much, MUCH better customer service skills.

Thank you to the young lady behind the counter at the Best Buy Geek Squad on Caroline Street!!!

Do better Best Buy on Mt.Zion. After this horrible experience and waste of my time - I won't be back any time soon, but hopefully, there will be fresh, new, better trained staff when I visit this location again in 6...