Best Buy — Local services in Stuart

My daughter wanted a GO-PRO camera for Christmas. After shopping around and comparing prices and availability, Best Buy had only 2 of them left in stock.. I called the Jensen Beach store to make sure I could claim 1 of those 2. The person I spoke to on the phone either could not hear me or was absolutely terrible at their job! I'm gonna go 50/50 on that! She spelled my name wrong after I spelled it out for her twice. This breakdown in communication made for a painstaking process! I was not familiar with the 'in store pick-up' procedure. I paid for the camera and was waiting patiently for an email letting me know that I could go pick it up at the Jensen Beach store. In the meantime, I had no copy of the invoice, no order number and I couldn't seem to pull up the previous screen. I waited an hour and a half and tried to exercise some patience giving their process the benefit of the doubt but ultimately decided that something must've gotten messed up and I called the store again...waited on hold for 35 minutes..come to find out, my email address was misspelled even though I previously spelled it out using the phonetic alphabet! The employee I spoke to this time was extremely helpful and made sure I had everything I need before hanging up. Well, I finally get everything corrected and I get my email saying they have my order...etc. At this point, it has been about 3½ - 4 hours. My e-mail does NOT say that my item is ready to pick up though. I decided that I would head to the store anyway because I had shopping to do at other stores in the same plaza and I figured I had a better chance of correcting any further problems in person. I knew they were busy due to the holiday, but I figured it couldn't possibly take them much longer to find my item and they were closing soon. I waited in line for 15 mins and my order wasn't ready yet. I was told to have a seat and it would be ready in a few minutes. After another 15 minutes, the lady that was helping me asked my name again and re-entered my order in the computer and there was some unspecified confusion and or problem. Something wasn't working out correctly and a manager was called over. The lady assured me that this was not my fault (NO KIDDING!!!) and that I'd be on my way in just a few minutes. I was still unaware of what the actual issue was but from what I could gather something wasn't ringing up correctly due to a mistake being made in the back by whomever retrieves the sold item. I guess when they were ringing it up, it was not counting that specific item as sold in their inventory...judging by what was being said... Finally, after yet another 15 mins, I WAS LEAVING THE STORE WITH MY PURCHASE! An extremely nerve racking and frustrating experience!!! I was able to purchase the GO-PRO at a decent price, but I'd rather pay a few dollars more or travel a little further than deal with those kinds of problems during the holidays. The absolute cringe when I got off the phone the first time, after paying $200 for the camera, and soon as I hang up, I have no invoice and can't load the page that just took my payment! The only proof I had that I paid best buy $200 was the item showing up on my online banking! I still had no order number etc....and I wouldn't be getting an email being as the first person spelled my email wrong! I think these problems could be avoided with a little extra...

I wanted to shsre an experience I had this past weekend concerning the manager Aaron and Theresa, a clerk working at the returns counter. I went into this store to replace my husbands ear buds. To sum up my experience, Theresa was very abrupt and short, not taking the time to locate my Total Tech account. She continually said “Unfortunately I cannot help you,” “Unfortunately without proof of purchase, there is nothing I can do for you.” She repeatedly said this over and over like a robot, not showing any concern for what I was trying to tell her. I then asked her to please stop saying unfortunately over and over, the unfortunate part was her not wanting to take the time to find my account, which I knew I had. I purchased the buds at this very story and she insisted there was no transaction showing I purchased them. I was then told by Aaron that “You don’t need to be rude,” very rudely himelf. I was not being rude but aggravated that she wouldn’t take the time to slow down and stop acting like a robot, repeatedly telling me that there was nothing she could do, over and over. As a customer service clerk it is her job to assist me to locate where the problem was. She did not. I then called Best Buy customer service number and spoke with a very patient customer service rep, who found my account within 2 minutes, showing my purchase as well as my Total Tech membership that is good until 2024. Interesting enough, when I asked Aaron what his name was, his attitude changed to trying to offer to help. Sorry the damage was done. When I came back in with the confirmation number to my account, I was then told, “You can go over there and wait until I am done here.” (talking to Aaron) The way they spoke to me was very condescending and not professional at all. My biggest concern was that if I had not been diligent in calling custiomer service myself, Theresa and Aaron would not have honored my Total Tech membership. For other people who are not insistent like I was, the customer would lose money because of Thersa and Aaron’s lack of concern. I am hoping that they are retrained to treat people as human beings and not act like a robot, just repeating the same thing over and over. Very disappointing and would rather drive to the Palm Beach Gardens store which were extremely courteous and helpful to me. I have always been treated respectfully at any other Best Buy store (Vero Beach, Fort Myers, West Palm Beach and Palm Beach Gardens). Virginia...

Purchased a dryer using in-line website because they did not have the matching dryer in stock. Pickup at the store was 4 days, if I wanted it delivered it was 10 days, UGH. Opted to pickup. I ordered all new accessories, including protection plan. I can’t even tell you the horrific customer service I received when I went into the store to pick up my purchase. I was told you have the protection plan but I couldn’t get it in writing. No documentation supporting I bought the protection plan. The in-store receipt only showed the dryer and all the new accessories. 3 staff members later, including 2 “children” with middle school attitudes, tisks, rude comments etc. only to find out after showing them the on-line order, the credit card receipt and showing I paid for the protection plan would the manager, who was probably 1-2 years older than the other 2 children who did not do their job, did they see they made the mistake. I used the app as instructed to minimize my wait picking up my order, it took 40 minutes for them to get their acts together. All the while, I am subjected to their incompetence and attitudes. Hey the $850 dryer home practically all put together only to find they did not include the “steam” hose. Called the store, they give me the product customer support line. Called, took 5 minutes to connect, then I was put on a brief hold, 12 minutes, only to find my only option is to have the store come and do a refund and exchange, they will order a new dryer, then schedule a delivery, this could take up to 21 days, OMG, this was all I received. I asked if I went to Home Depot and bought my own hose for $12 and use it, it would void warranty and the extended warranty plan. I have wait for a store manager to call me back, still waiting now 35 minutes no-one has called. Poorest service ever and still no resolve. 8:30 pm finally someone who understands customer service, cares about what he is doing and about people, Jonathan! I’m sorry I didn’t get your last name, but you should be commended and I thank you so much for taking the time to call me back, identify a solution, which not only saved your store money, this customer got a resolve to a nightmare experience. Whoever your store manager is and District manager is, I will be calling them tomorrow to let them know how much I appreciate you going THE EXTRA MILE and they should value you as a top employee. Thank you Jonathan for being the person I was lucky to...