Best Buy — Local services in Orlando

On 8/04/25 a family member of mine visited Best Buy Millenia in Orlando, Fl location. While visiting they were interested in purchasing new headphones. They talked to a member of staff (a supposed General Manager) by the name of Trent (on the floor they call him Magic Mike). He advised my family member that the JBL LIVE 770NC WIRELESS HEADPHONES were on sale for about 5-7 days for the amount of $154 and change instead of the normal $219. Trent asked this family if they had a Best Buy membership to which they replied they did not. Trent looked into their system to see if they did in fact have one or not to which they didn’t. My family member then stated to Trent that they would reach out to another family member and see if they had a membership. Here is where I come in. That family member reached out to me and advised they headphones were on sale all while Trent was near them and asked if I would be able to make the purchase for them. I advised I would wit no issue because they were quoted a price of $154 and change. I arrived at the store and asked to speak with Trent. One team member was very nice and assisting me with getting Trent over the radio and asked me to wait near a service desk for him. I stated no problem and was aware that they were short staffed and was spread thin. I watched as Trent made his way through the store assisting other customers and knowing he would come and assist whenever he got a chance. After a while I didn’t see him in sight. I ended up waiting almost 30 minutes after multiple team members ( with the exception of 2 individuals) passed me and didn’t ask if I needed assistance. The 2 that tried to get me assistance listened to wait I needed help with and tried to help. I was pointed to speak with a member named Michael at the front desk near the entrance and exit of the store. Once I made my way there I noticed Trent was there saying goodbye to the other members of staff and left the for the day with his backpack on. I asked the members of staff if that in fact was Trent to which they said yes. I couldn’t believe that he would just leave without even acknowledging that he had a customer that specifically asked for him and was waiting around. I ended getting help from Michael who explained the discount of the product goes on sale but I was not happy at the fact that my family was devised the wrong price for the headphones. Trent clearly was avoiding me and gave false information. I wanted to speak with someone from corporate regarding information and see what could be done for the difference in price since I ended up buying the headphones for regular price. Best Buy shouldn’t have a “General Manager” in charge if they don’t know their products and price! The 2 stars are for the members of staff that went out of their way...

Man, Best Buy’s in the area have really taken a faceplant in service the last couple years. It’s staffed by decent people, just seems like there aren’t enough to keep up with the amount of customers and it shows in their hospitality and maintenance. I’ve been to 3 different ones in the last year and it’s always the same story. No one is looking to help customers with items locked in a case. And when you get someone, they look at you like you asked them to solve a 1000 piece puzzle every time. It’s almost always a 15 min process. The floor is a mess. Products set up sloppily and displays that are dirty and poorly maintained. Multiple times, there have been inventory cards out for products they don’t have. I’m not talking about the last card either. There will be multiple cards out for products they simply don’t have, which is fun just standing around waiting to find out. Only for them just to pull up the website and see it says “none in stock”, which I already showed them, but… yeah. Then they say they don’t have any, I say, hey here’s the other place cards since you don’t have them, and they say, just put them back, it’s fine… Really? Check out. I’ve never seen a store make it so hard to buy something. Most of the time it’s one overworked attendant getting railroaded by a huge line. My visit to this store, no one was even there to check people out. We sat there for a few minutes, associates would just walked right past us, go behind the counter, do what they needed to do completely ignoring everyone, then just leave without even an look. The older gentleman behind me got angry, left his stuff there and said to heck with it. I asked one of the people working the return counter if anyone was working the check out line, to which she straight up just ignored me. Eventually, when I asked a 3rd time, she just checked me out in the return line. It was a perfect example of why I try all I can not to have to come here. I don’t know what it is Best Buy, maybe it’s the management, the type of people you’re looking for, or your low wages. I’m not sure. But, one thing I am sure of is you’ll be filing for bankruptcy the moment any other competitor comes along in any other form. I’m willing to bet you could make 2x the daily sales if you corrected even the checkout process. Either way, see ya later, but not if I...

I bought a 43” Insignia TV open-box from this location and when I got home with the TV there was no remote. I was able to change the input to test out my xbox/games but I could not increase the volume without the remote. The picture was also extremely grainy and just horrendous. Which is probably why the other people returned it. I drove 10 miles back to this store (after already spending and hour round trip on the first visit) and went to customer service. When I arrived I spoke with Adam who started the process, when it came to exchanging I told him I already found a TV on the Best Buy app that I would like to exchange for and I showed it to him to which he told me “you can head to the back of the store and they will get it if you tell them” to which I replied “okay I can go do that for you” as Adam had a radio in his ear and could have easily asked another coworker to retrieve it for us. I went to the back of the store and spoke with the first associate I met who gladly offered to retrieve the TV I asked for and bring it up to customer service. I returned to customer service and asked to speak to the manager, when the associate who retrieved the TV arrived it turned out he was the Manager; his name was Ethan. I then explained how I travelled hours back and forth today, was sold a product that wasnt properly labelled and then provided terrible customer service. Ethan apologized for the open-box product for being unlabelled, for my wasted time and agreed that for something as simple as retrieving a TV they should be calling over their radios to do so. He then let Adam finish the exchange process at which time he asked me to pay the difference. After all the inconvenience it seemed the least that could be done was to take care of the difference, and in the end Ethan agreed with that sentiment. Thank you Ethan for upholding a higher level of customer service than some of your fellow associates. You saved this review from being a 1-star review. Adam gets no stars as he was entirely unwilling to help and would rather stand around...