Best Buy — Local services in Sparks

First time customer of Best buy and ordered a console for Christmas. Item was out of stock so had to wait for reshipment but that wasn't an issue. UPS lost the package couple days after they received it and Best buy refuses to refund or replace. Item was last seen in Florida and I live in Nevada. Found a tag on my door from UPS and it was marked as delivered by driver. Spoke with the driver and there was no package to deliver. the in truck camera can prove that. UPS refuses to offer refund or replacement. They didn't even contact the driver at all. I Contacted local police. That was of no help either. In the end I'm stuck paying $800 for a order I did not receive. Best buy support is unwilling to offer any kind of resolution. Best buy support is like talking to AI and clearly is not a real human Even if you ask for a real human or a supervisor. They have American names but clearly it's AI. UPS support is unwilling offer any kind of resolution and as we all know law enforcement is of near no assistance when it comes to package problems. Be sure to pick items up from the local store in your area instead of shipping to avoid this problem with Best buy. Local law enforcement says Best buy is notorious for this kind of issue when it comes to packages.

Update: UPS awarded the Lost package claim and Best buy still refuses to replace or refund my order. They refuse to even acknowledge that the claim was awarded even though the UPS website / tracking number shows claim was awarded. They're claiming no claim was awarded even though the UPS website/ tracking number and UPS support says the claim was awarded. Best buy tells me to contact the police, I contact the police, they tell me to contact Best buy as a UPS claim it's been awarded, there's nothing they can do. UPS says they sent the money to Best buy Best buy says they didn't get the money. Police have contacted UPS to verify that the claim was awarded. The police have spoken with Best buy. Best buy still refuses to refund or replace and has that banned me from future orders at this address. Best buy has turned into a scammer...

The customer service here is hit and miss. However, on the day in question it was THE BOMB!!

Jerry helped us on 5/13/17. We were looking for a computer. It was knowledgeable, friendly, customer service oriented and beyond helpful. He gave us all the info to make the best possible choice for us. He also informed us that the computer in question that we were looking at was on sale and might not be on sale tomorrow. He let let us know that we could purchase it and return it within 14 days and not be out any money. The store did not have the computer in stock but Best Buy at Scheels had it.

We drove to Best Buy by Scheels and purchased the computer. I took it home and charged it. The next morning I couldn't get it to turn on. I them plugged it back in and got it to turn on only to find that the battery was at 49 percent. It had been plugged in all night. It should have been fully charged. So we returned the computer to this Best Buy as they are the closest to us.

The computer I purchased was a lemon. Jerry still did a smashing job. The fact that the computer didn't work was not his fault.

We then met Josh. We worked with Josh because Best Buy workers do not work on commission. Josh was just as AMAZING as Jerry. He understood and informed us of all the available options. He was professional, kind and friendly. I took his recommendations and made my choice of a new computer. Again the store we were at did not have it and we had to drive over to the other Best Buy in Sparks to pick it up.

These two guys gave such phenomenal customer service! I certainly hopes corporate sees this and gives these to guys much deserved credit!!

Thanks...

I live about an hour away from this store (closest to me) and had to order an item online to be delivered to store. It was not cheap, a $3k item. I ordered on September 3rd and my checkout said it would be ready for pickup today (Sept 10). I drove to the store and they told me it was not yet available and to check back in 1-2 hours. So around 1pm (3 hours later), I called the store and they told me it would be available at 5pm. I went back to the store then and it still was NOT available and they told me that no one had unloaded the truck and I would need to come back tomorrow. I would have gone home if they just told me it would not be ready today. They wasted my whole day.

Absolutely poor customer service and communication. If an order isn't going be ready just let the customer know so they don't wait around all day. I am beyond frustrated. I now have to make the 1 hour drive back to the store tomorrow and back home. (That is if it is even ready). I will make sure I call and get verbal confirmation that it is indeed ready to be picked up before I go.

I will never have anything ordered online to be set for pickup at this store again, nor will I shop at this store due this incident.

UPDATE - Just got an email that it will not be ready for a few days. Love spending 3k, driving 2 hours, spending the day away from home. And then late at night getting an email that it won't be ready for a "few days", after being told it would be ready at 1pm, then at 5pm, and.... here we are. No idea when I will get my $3k item. What a joke. Should have just...