Best Buy — Local services in Sarasota

Been a die hard loyal Best Buy customer for years. But this location has made me lose all faith in Best Buy. Incompetent sales people. Awful management. 2 years ago I came to upgrade my phone. Called before coming in to make sure they could safely transfer my old phone to the new one and told them not to touch it unless 100% sure. So over confident. I should have went to my carriers store instead but like I said die hard Best Buy customer... I always do everything I can tech wise with Best Buy. I loved my locations in NY and they were absolutely amazing. Had a life long customer till this location. I came in at 6pm to do the upgrade and I left at almost midnight with my phones wiped clean and EVERYTHING lost. #1 it shouldn’t have taken that long at all. # 2 they LOST EVERYTHING #3 to add insult to injury they offered a $5 Gift Card FIVE FREAKING DOLLARS for losing my PHOTOS, MY CONTACTS and basically my life in my phone. #4 I was supposed to get $250 for the trade in each phone (2 devices were being done...) and I called to ask if they would honer this if I came to Best Buy instead. They confirmed EVERYTHING when I called and then screwed me when I was in store. Told me they didn’t know how to do this - this being after they wiped my phone and couldn’t figure out how to activate my new phone... which is why I ended up there 3 hours after closing. Cuz I was screwed I had two nonworking phones and 2 new devices they couldn’t manage to activate. And needed a phone so I had to wait out their incompetent mess. So went with B.B. and ended up not getting credit for my phones (they also wouldn’t give them back to me cuz they screwed something up and told me to call the next day before they shipped my phones out to get that resolved. Nothing was ever resolved lost 2 perfectly good phones and lost credit for them too.) lost everything on my phones and was treated so poorly by the incompetent mess that is their employees. Ohh and they also gave me the wrong paperwork (which was another part of the problem.) which had some other guys Private info on it.. SS# account #, credit card info, address name etc.. I mean it was disgustingly disturbing how careless they were with peoples privacy and information. Showed total lack of any care to protecting their customers privacy. Wasn’t going to waste anymore time with theses morons after talking to management and giving them a chance to investigate “what happened” and would get back to me with a resolution.. never heard back and figured They didn’t care in the slightest about their customers so I just Never went back..

Fast forward two years.. I was going to purchase an iPad. Target had a really good price. The target I go to was out of stock so I called Best Buy’s in the area to see which store might have the one I need in stock. I didn’t even want to go to B.B. but figured that horrible experience was years ago give them a shot. So called this location and they did have stock. Asked them to hold it they wouldn’t (great CS... eye roll...) but whatever I’ll run down there.. but before I got off the phone I asked about their price match. I asked if they match with target. They said Yes. Great! I asked if there were any limitations and she said if it was a flash deal / wasn’t in the ad etc was the only exception so just make sure I bring the AD from target and all will be good! Absolutely fabulous. So I run myself down to B.B. and go to get this IPad.. dude who’s working Apple section says sure they can price match but ONLY if the target the match with is INSTOCK. Really? Why would I come here if target was instock?! Mentioned that I called before wasting time coming down here and asked about this and was told if it’s in the AD they match. And I have the AD. Nope only if it’s instock next door in that exact color and size. So No. learned again the hard way not to deal with this company and their incompetent employees. Not worth the hassle / waste of time. So I went back target and they ordered my iPad at the sale price it will be here in 2 days. Targets got the best CS. I...

I’m giving this Best Buy one star, and here’s why: I’m a frequent customer, and this location happens to be the closest to me, so I end up here often. Unfortunately, I’ve repeatedly experienced poor customer service, and it seems to be a consistent issue with many of the younger employees who just don’t seem interested in helping customers.

My most recent visit was the final straw. I went in to warranty my screen protector—something I’ve done many times before, and it’s typically straightforward. Cherish, the employee assisting me, seemed new, so I tried to be patient. However, her attitude and unprofessionalism were very off-putting. When I pointed out that she was looking up the wrong screen protector, she just kept repeating, “I’m just telling you what the computer says,” and insisted it was correct because that’s what showed on her screen. Even though the screen protector she was looking at was clearly labeled for the Galaxy S23 Ultra with a curved screen, and I now have the S24 Ultra, she insisted it was right and even wanted to charge me $10 for the replacement on my previously warrantied item.

Realizing we were getting nowhere, I asked for someone more experienced to step in. Eric came over and, while not the friendliest, was able to quickly resolve the issue and process the exchange. Once the transaction was completed, Cherish didn’t say a word—no apology for the confusion, no “thank you,” not even a “have a good day.” Just total silence.

As I was leaving, I decided to go back into the store to get the employees’ names so I could leave an accurate review. When I returned, I saw Cherish and Eric standing together, laughing. I can’t say for sure what they were discussing, but given the experience I’d just had, it certainly didn’t feel professional.

Best Buy, you really need to invest in your employees. I understand it can be challenging with a younger workforce where people often come and go, but customer service should still be a top priority. It feels like every time I come here, the employees seem annoyed to help, as if it's an inconvenience. For loyal customers like myself, that’s disappointing. Sadly, I doubt this will be the last negative experience at this location.

EDIT:

Meant to update this sooner, but figured it was worth sharing my experience with Best Buy’s customer service over Facebook Messenger. Complete waste of time and absolutely no help. Don’t expect much if you reach out that way.

"Hi, Austin,

Thank you for reaching out to us here on Facebook. I can certainly understand expecting friendly and accurate service when shopping at your local Best Buy. This is far from the experience that we strive to give our customers.

I have documented your feedback regarding this incident. Was there anything else you would like me...

TERRIBLE LOCATION! I walked the other evening when it was really slow in the store and was in search of a new 65" Samsung and to set an appointment for a tv calibration on my 75" Bravia. I waited in line at the home theater area while an employee was helping another guest at the counter and told me he would be with me in a min. after 7 mins. I decided to start looking at the tvs while I waited another 5 mins. goes by until I turned around to look at the counter and noticed that both the guest and employee that was going to help we had walked away so I assumed they were looking at something. I continued to wait. There was one other couple in the home theater department. I watched another employee walk a foot away from me in between myself and the tvs I was looking at to go help the couple, not once or twice but THREE times! Completely ignoring me. I then noticed 2 other employees to go ask the couple if they were finding everything okay, meanwhile I'm standing about 15 feet away from them looking at the larger tvs and was disregarded. I even recorded them as they walked past me. I finally began to head to the front to leave and take my money elsewhere and I pass the initial employee, that said he would help me, just yawning and walking in circles in the middle. He asked if anyone ended up helping me and I said no, and I was going to take my business elsewhere. I go up to the greeter and ask to speak to a manager. when the manager came up and I explained the issue he said he saw me but didn't think I needed help and made excuses for the other employees saying no, one works the warehouse and can't answer questions and when I mentioned he was helping the couple with the tv he said oh no, he was busy with a lot of other customers in home theater, then I said that it was only me and the other couple and he addressed them 3 times while walking right past me. Then continued to try and make excuses until I cut him off and told him that I used to be a manager and although I may look young and may not look of higher class but it was my day off so I wasn't all dressed up and was planning on spending over $1,000 in their store, it doesn't mean that I should be disregarded based on appearances, I wouldn't tell a customer they are wrong when they're complaining, make excuses when I wasn't there to witness it, and would apologize. HE DIDN'T EVEN RESPOND!!! I'm an elite member with rewards stacked up and am not going to return due to this being the second time I've...