Best Buy — Local services in Paramus

Been going to Best Buy for some time now, purchase electronics from there since college. I had to say their entire program/ geek squad from the beginning has been an absolute scam! I now even purchased the additional Total Protection they offer for $189/year- which turns out to be another scam. This $189/year program was supposed to help the consumer to protect and replace their products they buy (from Best Buy) after their normal warranty expired; return, repair or replace if any of those couldn’t be done! Yet somehow that’s not at all the case. And the kicker? The program “,covers” things for 2 years, and yet you pay the $189 EVERY YEAR! So, we are paying $400 to cover these products every 2 years ? What sense does this make?!

Battery doesn’t hold a charge and computer freezes randomly with no recovery unless you reboot/start over! Now 2 geek squad visits later (within my year warranty) to explain my ongoing issues and they seemingly find “nothing” wrong with it, IRONIC! The second it went out of warranty I’m coincidentally now in my “Best Buy protection”. This somehow now costs me $50 to ship out for them to evaluate it. They replace the battery (a year and change later) and claim nothing else was wrong! That same week, computer freezes twice in one day! Call customer service, again, they try troubleshoot over the phone. No resolution. Freezing continues randomly. Back to geek squad

In addition to this, the uncanny proofs I have had since Oct 2022 when I purchased my laptop (and subsequent total protection plan) the constant issues somehow don’t seem to raise any red flags to anyone. Now 5 customer service phone calls to the call center, cases escalated to “managers” and names with case numbers provided to help support my case HAVEN'T DONE CRAP!!

No one takes accountability or responsibility for anything; call back and you’ll get someone else who plays the game worse than the last one after being on the phone for 2 hours and ultimately using you as the scapegoat! Then, the “manager” told me I needed to go to the physical store and speak with the manager there, then once I’m there call them back and ask to speak with a manager (case number provided with details of escalation etc) so they can come to a resolution and help me fix or replace my computer. I now treck the way there- again- and get some random person on the phone stating nothing can be done- and somehow her manager wasn’t available for 2 hours. Odd! What kind of customer service was I even dealing with; it felt like people from overseas on a random island in a hut who were out to steal my Information!

I walked in and the “manager” on shift that night (who was maybe 25 years old), also now told me there was nothing he could do regardless of my phone call. It’s against policy for him to issue me a new computer or help resolve any issues with my computer- despite my case number and details provided), and that’s what geek squad is for. He told me the only option is to YET AGAIN, seek geek squad to tell me what the issues are within my computer. Now 2 hours later, I’m still there now with geek squad who looks at my computer and says battery looks fine. Dear lord! You have to be kidding me! Obviously it’s fine- after 5 attempts, I just had it replaced last month and paid to have it shipped out! Jesus! Do your job!! It’s still freezing! His answer?. “Make sure the battery is at 100% otherwise you won’t get a full charge worth. I always tell people when they have problems, they should just exchange it within the 90 days or always put it under the claims/warranty so they can get it replaced and fix the problem right away”.

Oh!! Okay!! Thank you so much for that advice! I had no idea! Thank you! Wow, I can’t believe I didn’t think of that! Silly me! BEEN DOING THAT FOR THE PAST YEAR AND YOU HAVE BEEN PLAYING LETS FIND THE LOSER/RING AROUND THE ROSEY! Now that THAT doesn’t help whatsoever (2 years and $400 in warranty coverages later), let’s actually do things that HELP our customers!

NO WONDER AMAZON...

AWFUL experience at this store. Ordered an Xbox Series X online that was store pick up only. It was supposed to arrive on 12/21, but due to a snow storm I got an email that the truck got delayed with the shipment. I was worried I wouldn't get the Xbox in time for Christmas for my kids so I had inquired with the general customer service on 12/22 since I had not received another update. They had someone from the store call me back directly and they told me the truck would be arriving on 12/22 and available for pickup on 12/23. I arrived at 645pm on 12/23 to pickup the Xbox and was told the truck was there but it hadn't been unloaded yet. I spoke to the manager Ana and she was the most rude person I've ever met. She kept asking me who the person was that called me to tell me I could pick it up on 12/23. I explained multiple times that I didn't think it was prudent to ask the name of the person calling me. Since I didn't have a name to give her, she tried to make it out that it was my fault for showing up. I paid for the item, I got a call from her store telling me to come pick it up. Seemed pretty simple. It seemed to bother her and the staff that now they had to get to work and unload the truck. She told me she wasn't sure if it would take 20 minutes or 1 hour to unpack the track. That would've been no problem. I gave her my phone number and said I'd go shopping in the nearby stores. Another 90 minutes went by without a call so I went back in the store. I saw the Xbox's had been unloaded and they were in the office. This was about 8pm. I walked back up and asked Ana if I could take my order now. She said she had to still add the shipment into their inventory system. At this point all of the staff including Ana sat around in the office cutting up cardboard and laughing at me thru the glass window while I waited. They told me "We are open until 10pm, so we have until 10pm to get the item to you!" . So they sat around until 950pm and then brought an Xbox out for me and just said "sorry about the wait" with a smile. The employees at this store are the most poorly trained staff I've ever seen. I was there for hours sitting right next to the pickup desk and not once did anyone ask me if I needed any help. I guess it starts from the top with the store manager being as...

The quality of service at this location has really gone down the tube, in the years since I have been here. The last time I was here was 2014, and upon coming back, I have done several curbside pickup orders, that took an hour plus for them to bring to my car every time. I saw several other cars come and go before and after my check in. The first time I ordered this way, after an hour of waiting, I went in and asked about it. The employee told me they had lost it. So I asked could they get me another one of the same item? I don't need that specific one. Seemed an obvious fix to me.

Fast forward to my third, and definitely final order from this store, in 2 weeks.

The first part of the order had been given to me already. The website said pickup within an hour, and the person who brought me the first order told me to wait until the notification for the second part to be ready. So, I sat and waited. The third time in 2 weeks this happened, I had become fed up. Walking inside and waiting on the customer service line, I politely asked to see a manager. The woman told me she was the manager (probably not, but ok, I went with it). I asked her why it takes an hour and 45 minutes to grab an hdmi cord and bring it to me? She says it's been busy etc. Well there were no other cars waiting at the pickup besides myself, and the last two times I was here waiting, I saw the same gentleman taking his time bringing orders out. Well then the woman at customer tells me they don't have that cable in the store, "which is why it says preparing your order" and "we'll tell you when it's ready." So I ask, you're telling me that it's not even in the store now? And she says yes. And I ask how I'm supposed to know that, and why it said it was available in store? She says you'll get an email. No email was received. Then I ask her how come the other girl told me to wait? She told me that she meant you can go home and wait. Not wait here. Well that wasn't clear. Then she says thank you to me, turns away, and starts helping someone else.

TL;DR: Avoid this Best Buy location, and go to a different one. Even if it is further away, as the customer service and management has become absolutely terrible. You'll be...