Best Buy — Local services in Pittsfield Charter Township

Extremely disappointed. I've been a loyal Best Buy shopper for years - I've spent literally tens of thousands of dollars there, and didn't even stop going when they actually LOST my computer when I brought it in for repairs many years ago. I've been a vocal advocate of shopping there, insisting it was instead it was better than doing the easy thing going online and shopping. No joke, in the last week I even just convinced another person I work with at the Humane Society that she should shop there, instead of going online.

Well, they have have made it clear that they don't value my patronage, so instead of being an advocate of Best Buy moving forward, I have will no longer even be a customer. And all over $40.

The issue was that I bought an expensive pair of headphones, and also bought the Geek Squad protection. However, I was not happy with the headphones and tried to bring them back. In fairness to Best Buy, it was a day or two past the 14 day return policy. But, while I could return the headphones, I was going to lose the $40 I spent on the protection plan. They kept telling me this "was no big deal," and it was "only $40".

I explained to them that I had had to be out of town for a trip, but had come in literally the same day I returned. They told me they couldn't help me if they wanted to - they explained it was all "set up at corporate," and "controlled by a system they had absolutely no control over," and that it was it impossible for them to do anything for me at all. I asked for at least a discount on my next pair of headphones to help make up the difference. I just got a an eye roll and one more chorus "no, there is absolutely nothing we can do." Bottom line is that if their systems are as inflexible as dealing with a machine, I may as well shop from a machine, and I may as well join the rest of the world and start shopping online.

Times are clearly good for them if they can't/won't help a customer who has spent thousands up thousands of dollars with them over the last many years, when all it would cost them is $40 and a brief and one-time extension of their return policy.

Very, very...

After many mixed customer service interactions over the past year at the Ann Arbor store, I wanted to share the wonderful experience I had on February 6th!

I want to give a shout-out to employee Dan F. My friend and I stopped in to pick up a computer mouse for her grandfather and we decided on a whim to take a look at the samsung watches. We were by ourselves for a few minutes when Dan came over. We wanted to try on the watches, so he found some open-box ones for us to try, and patiently stuck around answering all of our questions as we decided to actually buy watches (I never impulse-buy stuff like this and wouldn't have if Dan wasn't so helpful!).

I've seriously never had a more helpful Best Buy interaction. He had answers for every single question and gave me advice on where I could buy interchangeable bands and a screen protector. I decided to buy an open-box watch and my friend ordered one in a color that was out of stock in-store.

Moving to the checkout, he was so patient, again! I have one of those AmEx e-gift cards I'm trying to use up, so he helped me try and use Google Pay with the gift card. That didn't work, so he emailed the watch invoice to my phone to let me pay online with the gift card. That didn't work either but it wasn't his fault - I'm not sure what was happening with the gift card. He explained that fraud protection is pretty strict so it could've been that. Either way, after all of that he never rushed me and kept telling me everything was fine when I was apologizing for taking so long! I ended up paying with a regular credit card, and he ordered my friend's watch no problem with a delivery date in just 3 days.

My friend and I were talking more about the watches last night and we both kept saying hours later how helpful we thought Dan was. He provided what I would call perfect, above and beyond customer service....

Buyer beware of purchasing an Apple product here, particularly iPhone. Even though the website will say “available in 1 hr” when the product is in stock, employees are aware of a “fraud check” that Apple does before an order can be fulfilled. I placed an online order (for an iPhone 16 and another for a case), and got a notice that the case was ready. I assumed that the iPhone was probably ready as well, but I attempted to call the store 5 times to confirm with no answer. I took the chance, driving over an hour from Lansing because there was almost no stock available locally. When I arrived, it was three hours after I placed my order that was promised to be ready in an hour. I feel bad for the kid at the door who helped me get my case, who then had to tell me that the iPhone wasn’t even reviewed yet for them to fulfill. This employee told me that it was probably stuck in “fraud check” and that it takes a long time, even though the website says ready in an hour. I asked if I could just take the phone and activate it myself since it’s in stock, and he said no; all phones through Best Buy had to be activated in store.

I wasted a ton of gas and time to leave with a phone case and no phone to go with it. Because there’s no readily available stock locally, I have no choice but to come back again whenever they deem it suitable to fulfill the order. I placed this order on an emergency basis as my phone is on its last leg, almost failing completely today, so I am extremely frustrated.

Sorry to the kid who I’m sure felt forced into a very awkward position this evening. Best Buy as a company, however, needs to do better and set appropriate expectations on their website. Stores should also have appropriate staffing to be able to answer...