Best Buy — Local services in Omaha

Today Best Buy broke me. Having worked retail many years, and even at Best Buy, I know this season can be quite taxing and rough. However, customer service doesn't wain, the customer experience might be different.

I ordered a laptop after talking to an AMAZING salesman at this store. Ordered it off the e-mail he sent me because i had to go after the full break down he gave me. But he made the sale. Kudos to him. This is where the positives stop.

He had motioned sending it to the store, so it was quicker/cheaper. So, I did. It said it would arrive on Tuesday, after Cyber Mondy. Great, that was a bit after i wanted it, but before I needed it.

Tuesday, today, rolls around and I notice one of the 3 items (Salesman got me to add a bit more power with ram and SSD) was ready for pick up. The other 2 items were "Preparing for pick up today." I went to the store, only 1 Item was there. I asked the clerk. He said this was all there was. I said I needed the laptop today, he said to call or to chat online. Literally not an attempt at problem solving for the customer in the nearly empty store. Just call.

I later learned why. I called. Got a nice lady. She did some digging, and saw that it was delayed and wouldn't arrive until the 5th. She apologized and offered a $100 refund for the delay... THEN THE LINE CUT OUT! I spent the next 2 hours talking to customer service and getting laterally transferred, each pretending to be a specialist of some sort. They weren't good at it because each time, they kicked me back ot the main que. Each time I had to explain the situation, what was happening.

I WAS JUST TRING TO GET ANSWERS. The first lady was great, until the line cut out. Then, each person after that told me the items were in the store and i should turb back around and drive an hour to the store. "Kel's" was the final straw for me. This guy lied to me multiple times, telling me the item was in the store. That i needed to wait a few hours (when the customer service line would close) and it would say so in the app. While on the call with him the app said it was delayed for a few days. He refused to acknowledge it, kept saying he couldn't modify the order, and gave me the run around about not being able to speak to his supervisor.

After being on the phone with Kels for 1 hour he transferred me back to the main option menu.

It has been a horrible experience after the order was placed. I have missed out on better deals (Walmart, BH Photo, Etc) that I passed up BEACUSE of the good customer service that salesman had. You couldn't have made me believe i would have been treated this way by Best Buy if you had told me last week. I will hope to resolve something tomorrow... but if not, literally will never deal with this company again.

UPDATE

The manager made this whole situation right. I am someone whoe udnerstands you will have bad employees work for you, it is how you react when customers have problems with them that is the real measure of a business. 5 stars because of resolution. Great customer service... IN THE END.

1st guy, I think Tyler, in the computer department was awesome. Last guy manager working on Tuesday after Cyber Monday... Also awesome. Book ended with awesome people, the middle was...

I absolutely CANNOT stand Best Buy anymore. Their phone customer service is terrible if you can make it through to them after waiting on hold for a half hour only to be transferred again, their in store service is horrible because they want to do nothing but argue with you, but that's only if you can actually find help in the first place, they're just an outright joke anymore.

I was in their store debating between getting an iPad Air 2, a Samsung Galaxy Tab S2, or a Microsoft Surface as all three were on sale. I was in the Samsung portion of the store looking at the tablet with an employee standing there looking at the time and completely ignoring me. Finally he reaches under the counter, grabs his coat, and walks off while continuing to ignore me. So much for that... so I find an employee and ask him about the Surface and it quickly becomes clear he has no clue and is just reading off of the tag which I am capable of doing myself. So finally I decide to go with what I know and get an iPad, especially because I found a price match that was cheaper than the other options. I wasn't able to make it into the store for the Black Friday sale so I originally tried to buy one online but it conveniently said they were out of stock... till the day after the sale and they're back at full price. So when I finally get a chance to go into the store and have a price match for Target, but they won't match prices Black Friday through Cyber Monday... arrrghh. Ok, so I wait a little longer and find that Target has it once again on sale and I can get it for $402 with a Target store coupon. Once again I go back into the store and they won't honor that either!!!! According to their manager they, "reserve the right to refuse any price matches." This is after I sat there and watched him tell the customer in front of me how he worked for Verizon before and left because their customer service was terrible and went to Best Buy because they were so customer friendly and he was empowered to go above and beyond to do the right thing. I finally told them to shove it and I will buy the iPad from Nebraska Furniture Mart. I can't believe they were arguing over a price that was still higher than their advertised price on Black Friday. The only reason I was even considering getting it from them this time is because I had a gift card for them and thought that I would use it towards this.

The sad thing is this is not the first time I have had problems with them. When Best Buy Mobile first came out they were great and they've slipped into being obsolete as well. I had purchased their phone buy back plans when they offered them only to find out that when I was ready to trade in my phone they no longer honored that program and would only offer a refund of what I had originally paid.

They're a horrible corporation that is slowly dying not because the electronics store is becoming obsolete, but because they run a horrible business model with horrid customer service and...

Purchased an open box laptop today and they assured me everything was "good to go" with it and that Geek Squad had gone over it thoroughly. I was hesitant to leave without booting it up to check but they went out of their way to assure me everything was fine with it. Now, I realize getting a deal on an open box model means a lot of compromises... scuffs, minor cosmetic issues, etc and I'm 100% fine with those. However, when booting up the machine, the store had left their Display Model Windows profile as the default it boots to. Without a password to this I'm unable to factory reset Windows and start working with this machine. When calling Geek Squad's supposed "Local Number" here on Google Maps, it reroutes to a national call center as does the Best Buy number as well. After being on hold for nearly an hour and transferred 5 (yes, 5) TIMES... I was told they can't help me and only a store associate at that location can provide the assistance I need and the guy on the phone literally told me I'd need to contact them (I had to remind him that it WAS their local number I called which routed to me to some call center). My call escalated to what sounded like a manager, even then aside from being super apologetic and sounding confounded by the situation himself, he also claimed he didn't have the power to contact the store directly either stating that really no one does anymore with their current phone setup. I would be left with no choice other than make the super long drive back to this location which I won't be able to do in the near future as this was the one day I was finally able to make it all the way other there to pick up this order.

Unless someone from this store is willing to contact me and help get this resolved over the phone, which would take all of about 5 minutes for the Retail Admin Profile Login info, if they really do care, I will be making sure to let everyone I can know that the level of service at this Best Buy location has gone...