Best Buy — Local services in Wheeling

This place scammed me. Last Friday I drove up here all the way from Fairmont WV to buy an open box - excellent qualified TCL Google TV (r646). An open box excellent TV was supposed to come with all the correct parts, but my unit was missing the power cable, Google remote, and screws from the stand.

Well, the people at the store don't know the difference between the Google TV and Roku TV variant so they included the wrong remote. Not only that, but they included the stand with no screws. Finally, they included the wrong power cable. Mistakes happen, but this review is because the store has outright refused to deal with the problem.

I had already driven the TV down to give to my grandparents as an early Christmas gift. Literally, all I wanted them to do was either ship me the correct parts, or credit me with a partial refund so that I could actually use the TV. They refused to do either, and the rep on the phone even went against company policy and said I couldn't return the TV within the promised 15 days.

Lastly, someone actually acted with malice at this store. They intentionally classified a display model as open box. When I grabbed a power cable, it immediately booted into store display mode. Just know if you buy an open box excellent TV at this store, that is completely not as described, they will waste your time and refuse to do anything about it.

Thankfully, Andy from the Best Buy support forums is supposedly doing something about it. This store has went out of their way to NOT help, despite me being extremely polite with them every step of the way. Bad management for refusing to handle a simple issue, and bad workers for categorizing a display unit as open box, and failing to include the correct components.

This was a HUGE waste of time when it could have been resolved in minutes over the phone. I cannot believe the barriers of support that were put in front of me. I am floored by how poorly this store handled my issue. Never buy an open box TV here, especially if you have to...

Cole was very nice and friendly. Cole gets a 10/10 for quality service.

Sadly, it seems like the metric for communication is very ex-parté as Cole and another associate had to reference a girl named Sarah for a lot of my questions. Prior to coming in for a trade in, I had two conversations with best buy support confirming the store would handle my request and it appears that wasn't correct. Best buy support apologized later for the confusion.

I was given information passed on from Sarah through another associate that my options were to return my new phone, buy it back, and then get my trade in credit after 24-48 hours, which seemed a bit extreme of a suggestion, or, mail my old phone in as intended instead of going thru the store.

I give 2 stars because I would have found it more appropriate for Sarah to speak directly to me to remedy this issue rather than have an associate walk back and forth only a few feet away to talk discreetly. I felt as though my ask for service was being treated as something secret, and that the resolve was to not involve herself directly and instead send a messenger. This method resulted in a few miscommunications that were no fault of the associate but the way it was handled. I felt like I wasn't a part of the discussion that directly involved me and the issue, which was a bit inappropriate.

Cole was exceptional and the other gentleman was very polite, but Sarah, if you see a customer and are free to help them and your associates have a learning opportunity, use your customer service skills to show them how it's done instead of using them to relay your answers. I felt very disconnected from the person who was trying to help give me accurate information, and she said nothing to me at any point walking by her a few times when picking up a new phone case. I felt...

Okay my name is Andrew Hercules, I am very disappointed and upset about there “Geek Squad” services. I went into Best Buy to have my Nintendo Switch Repaired, waited a little bit and someone (can’t remember the team members name I think Taylor) came out and took the switch and said we could help you went behind the curtain of the Geek Squad area and wasn’t but maybe a minute and came back out and told me “sorry we can’t work on this we do not have the tools to open it up”. Now I know full well that a small screw driver can open the system up I watched many YouTube videos on what was wrong with it, so she said your best bet is to buy a new one…. So Best Buy is going to advertise repair services and that there “Geek Squad” are very knowledgeable and helpful but can not even assist me with my system. I guarantee they were just trying to sell me a new system they probably get a commission or something off a sale. I have spent a lot of money at this best buy but i WILL and HAVE spread the word about how big of liars they are and how they have Zero intention of helping people. I even called another store and asked if they repair switches at gamestop they said no and told me to go to best buy but i informed them of my experience and they were astonished saying isnt that the "Geek Squads whole thing and reason is to be able to help and repair. Well i guess it is not I will NEVER RECCOMEND ghis store again and am spreading the word of my experience i even have proof of it. Yhanks for nothing Best Buy GEEK SQUAD. Best Buy owner Ezra I do not have ANY SOCIAL MEDIA So I can’t do any documentation good dodge though just understand this is screenshot and I will share with...