Best Buy — Local services in Town of Greece

Horrible... My mom purchased my computer there as a gift last year and it needed to be repaired or replaced less than 2months later. The geek squad had no idea what was wrong with it, said they'd never seen rippling under the touch screen before but I've had it less than 2months, I figured we'd purchased the extra warranty plan on it but regardless thought that they should have just replaced it then. Not only did they not replace my computer with a new one that night as the screen was warping from underneath but they sent it to Kentucky for almost a month&they were still unable to repair it. They called and you need an appt to drop off, pick up, ask a question, its ridiculous but when we went in for our "appointment" they had no idea why we were there. Plus whether you have an appt or not you still have to just stand there&wait because there's only one person? They couldn't find my computer or the paper work for the repair from when we dropped it off. I saw my computer was sitting on the back counter but there wasn't any paper work with it&I told the guy when he finally came back out from the back without it that it was sitting there. They finally figured out that was it but that it was unrepairable&would have to give me a new one&we said yes that's why we're here you called&said I needed to come in to pick up a new one. When we set up that appt time they stated they would have all my stuff transferred on the new one for me when I got there. It wasn't set up, they didn't even have one ready, they had to go hunting to even find one&when they finally did they tried to just hand me a computer, no box, no power cord, no paper work, nothing?? But when you bring it in for your "repair appt" they tell you, you have to bring the original box, all paper work, securities, programs on it&the power cord so I didn't have those things&I lost the extra security I already purchased because they said it was on my old computer so it was gone but again I had it less than 2months. I need a new television but I definitely won't be going to Best Buy in Greece or any Best Buy. The service is horrible, management doesn't know what they're doing&lack customer service and the geek squad is a joke, they don't know anything and don't know how to fix your computer or even set it up or locate it when its right behind them on their counter. I don't know why they have you fill out paper work but I guess I'm glad I did&had my copy or I wouldn't even have a computer. To top it off almost a month later they called to tell me that my computer was back from Kentucky but that it was unrepairable. I said I know I was already there last month...wow... Don't go to Best Buy or the geek squad or buyer beware&be prepared to not have your device for awhile, don't lose your paper work either or you may just be out of your new device...

I'm not a fan of shopping, so maybe this is typical for service these days, or maybe I was there on an off night. I haven't purchased anything from Best Buy in a couple years because the service has always seemed hit or miss to me. Sometimes it's good, often times it's not great. Usually, if I'm going into a store vs. buying online, it's because I'm trying out different models or need to research options, so experienced and helpful staff is why I go.

This last incident has pretty much put me off Best Buy. I needed to run a few errands on a weeknight, and it seemed the Greece area was going to be best. I am an artist and a writer, and I'm looking for a new iPad with the Apple pencil to do these tasks. It was suggested to me that going into Best Buy I could try out the models on display, with the Apple pencil, and see how the various screens and processors work with those tasks. I called ahead to this location to make sure they had the models and staff who could help me. The person on the phone said yes, so I borrowed a car and made the trip out to Greece.

When I arrived, I was greeted and told the Apple section was in the back of the store. The greeter seemed lethargic and when I said I'd never been to this location and asked where specifically, they pointed over their shoulder and went, "way back corner. You'll see it."

I went in search of it-- but the area with display models was fairly large and it took a few minutes to locate the ipads. The only staff person I encountered was on break or going off duty and said they weren't available to help.

Once I found the iPads, the pencil didn't seem to do much, and there were very few apps on the display models. I couldn't get anything to work. I looked around, and tried to flag someone down to help me, but the person I located said they weren't an Apple specialist, and would go see if they could find someone. I returned to the ipads, trying to see if I could make it work.

After about 10 minutes I gave up and started to exit the store. As I got near the door, someone in the kitchen appliance section offered to help me. I explained why I'd been there, and that I had given up and was leaving. It was a manager, so he said he could help me, took me back to the ipads, and asked me to wait. Another few minutes went by and finally an Apple specialist employee appeared. She explained the apple pencil was broken and had been for some days, and she didn't know when it would be repaired. She further suggested if I "really had to try it" before buying, to take a drive out to the Henrietta store.

IT would have been helpful if they'd suggested that on the phone prior to my making the...

I am really stymied why there is no product in the store. I could order at the store and return to pick up but why would I do that? I go through the effort of walking into a store, I would like to be able to walk out with the item that I intended to purchase.

l general review of local stores I know. The Greece store has more helpful folks around, I am usually asked if I need help by at least two employees in the Greece location store. The Henrietta store is full of apathetic workers who head-down-avoid shoppers, they have a cue, if you need help. Help may or may not come, but if standing still waiting is not a worthy use of your ability window then you may need to think about entering in the first place unless you already know the store layout and don't need help. I have not thought about looking at the website to see if they have a map of item locations.

Accessibility In Rochester stores I know. Accessibility, This is your average back big box store with a decent hike to get into the store proper from the closest handicap spots which are usually plentiful enough on the weekdays. BB has converted some of the handicap spots for "drive-in pickup" spots, and would use them in a pinch.

Many stores forget about in store accessibility, I have found the lines at the main checkout almost impossible. I've had to sit on the stanky floor during a 20 minute return procedure, during COVID with a little kid looking at her mom and said "but that's gross ". It seems like they go through a lot of things when you're checking--you know the colonoscopy for your personal information--out so the standing through the checkout process is extensive and if there is a line it becomes impossible for me. A return... I'll send a friend next time.

♿In the Greece store I have found that I can usually check out in the TV section at a register with a tall stool to sit on. That is if I find an available and amenable store associate. This was enough of a win to bump up 2 stars and has been trialed twice--with the same associate who may just be miles above awesome compared to his counterparts. Alas, when facing shopping, one store associated can make a difference in accessibility. Accessibility is about humanity adjusting, reasonable accommodations...