Best Buy — Local services in Mount Juliet

The salesmen or women at this store will tell you anything to make a sale. I purchased all new kitchen appliances (high end, as well) on Dec. 29, 2024. At that time I was told by my salesman Johnathon K that we should also get the Best Buy protection plan, as it would cover anything that could possibly go wrong with any of the appliances I purchased. He also said it would cost me NOTHING to have someone come out to repair whatever could go wrong, and additionally the free product replacement. I paid for the plan, and everything was delivered on Jan. 6, 2025. Fast forward to today ... the left door of my brand new refrigerator will not close properly. Additionally, apparently when the refrigerator was installed, the top and bottom of the doors are not properly aligned ... the left door sits slightly higher than the right. Unfortunately for us, we didn't notice this until about a month ago, so we don't know whether it occurred when they delivered the appliance, or if it's happened over time since it was delivered. Bottom line, I called Best Buy support only to be told I had to call Samsung because it was still under their warranty, AND I was informed that any visit from a Best Buy repairman - even though I purchased their two-year product protection plan - would cost me $99 just to have them walk in my door. That's absolutely not what I was told when I purchased these appliances, and definitely not what I expected when I called Best Buy support. I expected to be taken care of exactly how my salesman Johnathon K told me I would be taken care. In a nutshell, I WAS RIPPED OFF!!!!!! And calling their customer support line is a complete joke. You can't talk to anyone at the store, and they don't call you back when they tell you they will. I will not stop until I get a complete refund for their protection plan, and I will NEVER buy anything else from Best Buy. Considering I've spent over $5,000 at Best Buy in this last year alone, they will be the ones to feel this backlash. They're a complete joke, and their customer service totally sucks. Be warned, as they will tell you whatever you want to hear just to make a sale. Do yourself a favor and go somewhere else. I've had much better service from Electronics Express. Seriously. Good...

This review is of Best Buy. The TV is fine, I'm no expert.  One is supposed to address BB issues through customer service. I spoke to 4 people to not much avail. I bought this specific open box excellent sight unseen while out of town. I'd hesitated on others listed in fair and good condition at closer locations. Excellent: like new, all parts, original packaging. For pickup, found a tv wrapped in plastic with a parts envelope inside the plastic. Not ideal for hauling in the truck 45 minutes but made it work. At home, unwrapped enough to access parts envelope. Only the power cord was included (again, note definition of "excellent"). The sticky tag (on the screen, really) listed 'residue' as the only issue. Phone customer service said to return to store for possible parts. Note here:  it's ridiculous that a customer cannot call a local store! Made the 1.5 hour round trip. A manager (Jonathon) grabbed a remote from a display tv and a new (ugly) Insignia stand. Did not address my concern (with pics) of scratched anti-glare (not residue) and did not offer lower pricing for an obvious 'not excellent' condition (I didn't ask but did not yet know how much coating had been scraped). I don't believe there was a "Sorry for your trouble" either. He mostly seemed to be trying to walk away. I was not being rude. Once I unwrapped completely and was able to switch screens, noticed a lot of coating scraped off. I don't know what people do to cause that. I travel for work and was not able to return to store before 14 days. I made a couple of calls but the overseas support wouldn't address my concerns on an open box item.

My primary complaint is that either someone lied or is incompetent. This tv wasn't close to being 'excellent'. I went through more trouble and expense for a falsely presented item. My secondary complaint is a lack of a satisfactory resolution. The system is set up to be convoluted. I don't want to feel like I must throw a fit in the store to get attention.

I'm ok with the tv because I'm not a perfectionist but I'm not ok with the false info and unwillingness to...

I usually enjoy going to this store, as they are knowledgeable and willing to demonstrate products, and typically have good overall customer service. That was until my most recent visit...

I was purchasing a game for my Xbox One, which was recently on sale as part of the cyber week promotions. As that time has passed, I was amazed see the game I wanted still marked down at the lower price when I went yesterday. When I went to buy it, it rang up full price. I told the cashier about the lower price tag that was with the games, so he called his manager, and the manager said that it was a mistake, and the game was back at full price. (Most places would go ahead and honor the lower price, as it’s their fault, and then fix the issue to prevent further confusion). That was fine, and I told the cashier that I could get the game at GameStop for the lower price. He said, “oh wait if you can show me the ad for GameStop I might be able to price match”, so I pulled it up on my phone and showed him. He then had to call the manager to the front to verify and the manager said that he would not honor the price because GameStop is selling the new version of the game for less than the pre-owned version (a $10 difference, and is that way because the maker of the game controls the new price, and GameStop controls the used prices), and almost seemed to be accusing me of making this up, when In fact he took my phone and was looking at the website himself.

I told him I wasn’t going to purchase it there for full price when I could go across the street and get it at GameStop for half of what they are charging, to which he responded, “yeah you might want to do that because this seems wrong and I’m not going to honor the price match here”. THEY HAVE A FREAKING PRICE MATCH GUARANTEE!!! I’m a rewards elite member and have spent tons of money here, and to be talked down to by someone that is in a prominent customer service position makes me not want to spend another...