Best Buy — Local services in Wilson

I purchased a 2021 Smart Google TV mainly for gaming use. I purchased it through the website and picked it up at the store. This was the week of Halloween 2021. Within a few weeks it started having problems. The screen was randomly going black for just a second but not losing sound and the apps would randomly change without voice or control actions. After calling the support line and being told I was only covered for a manufactures warranty ( I was not offered a warranty with my online purchase - so I suggest making purchases through an app or in store ). During my long journey through phone tree and then technical support, I was put on hold and transferred multiple times before I arranged for an appointment to speak with the store manager. Unfortunately the return / exchange period had ended. I was unaware of the new return policy being 15 days as I did not have a print out of the receipt, only an email confirmation on my cell phone showing my online purchase. My appointment was met as soon as I arrived, which was several minutes earlier than scheduled. After explaining the problems the TV was having, the manager and an associate both agreed it was a manufactures defect and granted me an exchange. My appointment was at 6:40 pm and I did not have the television with me. I rushed home, unplugged everything, reboxed it and rushed back to the store as I was unsure if I wanted to risk getting the same model and having the same problem, in the event it was a bad batch from the manufacturer, or if I wanted to go with an older yet somehow more expensive TV. Two very enthusiastic young men explained their preferences for gaming televisions as one had an Xbox series x and the other had a PS5. I have both systems and after comparing and contrasting different models and being re-educated on QLED and OLED, I decided to go with the same exact TV I had purchased to begin with. I was 100% satisfied and will continue to shop here. The TV I got works wonderfully with no problems, and I was able to add a 5 year protection plan at the time of exchange. The store has very friendly and knowledgeable staff. The store manager goes above and beyond to ensure customer satisfaction. I would highly recommend this best buy location if you are in the market for televisions, sound surround as well as PC gaming...

Poor Customer Service The guys that came to mount my 98 inch tv were awesome! However a mount was ordered that was too small. So the guys worked with me to find the right one. It was not instock, they explained if I go to the store, I could possibly get this handled. I went to the store, was greeted by a bald head guy in a hood mid conversation that pointed me to the line. I get to the line the lady there she was outstanding, but she called the guy Jody over to help. He immediately assumed that this was not a bestbuy mount. I assured him athat it was. I explained to him that i needed the mount that was suggested he said there was a price difference, i asked is that something that can be comped due to the inconvenience. He said he couldn't because i ordered on bestbuy. Com i told him i called the Wilson store to order he said it transferred to the dot com i said how would a customer know this? While he was pecking on the computer I asked can they overnight the part because my 98 inch is currently on the floor he says yes, i them asked if they can comp that fee he said no, he then told me he will try if that will make me happy!! I said hold on i don't want you to do something to make me happy i want you to provide me with excellent customer, i then asked if there was a customer servicev policy or what have they done in previous situations while i am talking he says i removed the fee there is a 53 dollar difference.. I shook my head paid it i explained its not about money its about your customer this guy was so detached the new employee explained it to him I then asked him can it be mounted sooner then 2/6 because we have discovered that we can overnight it he went over came back and said he would give me a call. Once they figure out how to pay the guys to...

On 9/13/24, I went to Best Buy to pick up an order that I placed online for my son. The order summary stated my order would be available for pick up at 8 pm which was closing time for the store. While waiting for my order to be fulfilled, around 7:47 pm est, I noticed a customer entered the store with some sort of device in her arms. She stood around waiting for assistance about 5 minutes and she started speaking with a store employee (Agent Vick). The customer needed tech assistance and Agent Vick told her that it would take about 20 minutes to fix. He told her he didn’t have time and to come back tomorrow. The customer didn’t want to come back the next day because she lived out of town plus the store was still open. The customer and employee argued . She was upset that she couldn’t get her device fixed that night. The employee (Agent Vick) told the customer to get the “F” (full word, not abbreviated) out of his store and don’t come back. He also instructed another employee to call the police. The customer left. I was standing in front of pick up with my 16 year old son and we’re just listening to and watching this unprofessional exchange from a Best Buy employee and a customer. Other customers were in the store as well. I’ve worked in Human Resources for over 30 years and regardless of what a customer says or does, when you put on the company uniform, you are the representative of the company and it’s brand. Companies expect employees to display its values, ethics, and code of conduct at all times, especially when dealing with the public! I’ve never seen a Best Buy employee speak to a...