Best Buy — Local services in Smyrna

I had a terrible customer service experience with this Best Buy location. I ordered a desktop computer on Saturday and was told that it would be delivered on Sunday. On Sunday evening someone from this store called to say that they accidently sent the wrong item and that I needed to have the delivery person send back the item for them to delivery the correct item the following day. It was late in the day so the delivery person had to return the incorrect item the next day. Best Buy sent me an alert that the item was returned and that two delivery attempts had been made. Two delivery attempt had NOT been made. The first delivery attempt was an error made by the store. For whatever reason, they were possibly counting the delivery persons return of the item to the store as a second delivery attempt. From there it was a exhausting effort at trying to initially get them to send me the item to no avail. I called the store several times, was put on long holds several times, transferred to unhelpful customer service in various location several times, and had numerous dropped transfers. I then made several attempts to receive my refund. That involved customer service chats on the website, numerous calls, dropped calls, wrong department transfers, retelling the story to several people, continued confusion as to what was happening. It was an unbelievably terrible experience.

I had plans to make another bigger purchase. Needless to say, my plans have changed. The charge for the desktop computer has gone from pending at my bank to complete. On the Best Buy website, however, it says that the item is returned and my refund is processed. I am on day 5 and am still waiting for my refund. For whatever reason, I am told that I need to call to get it processed. I've called, everyone, and I mean, every single person, I've spoken to has been unhelpful. I receive empty reassurances, broken promises to clear it up, explanations that it was some sort of exception to the norm, etc.

I do not recommend Best Buy. If you pick up your item at the store and have no issues with that item, you may be fine. If, however, you order online and run into any issues, you are in for a headache. Be prepared to speak to customer service people from around the country and other countries who have no idea how to reach solutions. They'll transfer you into exhaustion, have you repeat everything you've already told others, misunderstand simple things like "I did NOT receive the item", and so on.

There are better options. Amazon, as an example, beats them on customer service. There are other retailers, from which to get...

Stopped in here last week to purchase a washer and dryer after terrible experiences with other retailers. Was assisted by Joseph, who was great, super reassuring, who told us this Best Buy was better. He’d make the delivery happen, etc. We bought a larger more expensive machine, purchased the geek squad warranty, even bought ourselves a blender. He was a great salesman, obviously. He said the delivery window would be 8-12 today but they’d email the night before with a smaller window of time. Last night we got the email 10a-12p. YAY. Today at 11a my husband got a call informing us the delivery would be late... (Annoying) but ALSO... oopsy! Somehow our washing machine didn’t make it on to the truck!!!!!! ARE YOU KIDDING ME? When my husband expressed how unacceptable this was, how we had similar experiences with other companies, how we were told this would be different and better, etc etc - Best Buy offered $75 gift card. Are you kidding me?!? This didn’t even cover the tax! Not to mention, my loss of revenue for today because I had to be home all day waiting on this stupid thing. Plus I’ll have to take off another day this Saturday for the washer. And after all that they assured us the delivery guy would be there by 130. He arrived at 2pm, so 2 hours late from the windowed time, rather unapologetic about the whole thing. And here’s my favorite part; in order to get the dryer installed by Best Buy you have to purchase a mandatory dryer vent kit for install (approx $50). Well it is so stiff and rigid, it requires 12 inches of clearance behind the machine (not the 6 inches we were told in store, not the 6 inches listed in the manufacturer manual). So now I can’t even open up the dryer door. Delivery service with this Best Buy is absolute garbage. The cable company is more reliable. Buy your large appliances elsewhere!!!! UPDATE; spoke with the store directly after more mishaps with eventual washer delivery (shocking, I know). I have updated this review from a 1 Star to a 3 Star to reflect the service from this store. Jim; one of the managers, was incredibly helpful, kind, and professional. He apologized to us on behalf of Best Buy for this horrendous experience. He then directed us to Jesse, the appliance manager, who ultimately offered us a very fair discount for our experience. Overall I am disappointed in the Best Buy customer experience but at the end of the day, the managers of this specific store did everything in their power to right a very...

I went to the store to pick up a couple of new release movies. The first associate I asked to help me told me to go and ask another associate and the second person I asked claimed to be helping someone mind you that the store was very slow and did not have very many customers. I asked a third person and finally got someone to help me. I went to check out and there was no one there to check help me check out. You have a check out area with no cashiers and one associate waiting on two other customers at the service desk. Then the person who went and found the movie came up to help me check out. I asked about price matching with Amazon and he called for another associate and a female associate came and matched the price for one of my items but not the other because it did not say sold by Amazon and then proceeded to walk away. I asked to speak with the manager and the associate called for a manager and after waiting around for 10 minutes I finally just left because no manager responded. I called the customer service number to see if they could help me and the associate was more interested in telling me what she couldn't/would not do than trying to find a solution and told me that it was up to the individual manager whether to match the price. What good is it to have a customer service number when they provide no customer service to the customers. When you call to make a complaint they are more direct you to a recording telling you how to look the store up on their website and send a e-mail to the store leadership. Since when does the corporate office abdicate all control to the of the company to the store leadership and allow store leadership to dictate company policy? The company would rather lose approximately $55 sale rather than match the price which would have been a $5.02 difference. If you don't want or appreciate my business I will gladly take it elsewhere where customer are taken care of.  A copy of this has been filed with the Better...