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June 2024 by Mary Ward
I am writing to express my extreme dissatisfaction with a recent purchase and the subsequent customer service experience I faced. I purchased a Lenovo Yoga I-9i laptop, Model: 8381001XUS, SKU:6533949, in an open box condition labeled as "Excellent." According to your website, an item in "Excellent" condition should work and look like new, be restored to factory settings, and include all original parts, packaging, and accessories or suitable replacements. I paid extra to have this level of quality assurance.
However, when the laptop was delivered, it was nothing short of a disaster. There was no original bag or packaging at all. Instead, the laptop was thrown into a box with some bubble wrap, accompanied by a charger. The laptop was dirty, had a damaged screen, and displayed multiple defects. The condition was far from even "Fair," let alone "Excellent."
I immediately contacted customer service and called four times using the online customer service number. Each time, I was told that nothing could be done online. I was instructed to visit the nearest Best Buy store in Dothan, Al. Despite the significant inconvenience, I made an hour and a half round-trip drive to the store.
Once I entered the Best Buy location the store manager, Andy Gentry, was chatting with another employee and I approached and stated I had a return. Mr. Gentry looked annoyed and pointed me to the front counter and said “over there”. The customer service representative agreed that the product was far from excellent condition and I requested to return the product and purchase the product for the sale price that it was the other day when I purchased the “excellent” open box laptop, because I would have purchased a new one had I known the standards that Best Buy upheld. The customer service representative went to Mr. Gentry to explain and very quickly returned to advise that they could not assist me and that the only solution was a full refund. This was extremely frustrating, especially after spending an additional hour on the phone prior to my visit. To make matters worse, the manager would not speak directly with me. The customer service representative I dealt with was visibly uncomfortable and offered no real assistance other than processing my refund.
I am bewildered by the disjointed and inadequate service between your online and in-store teams. It is unacceptable to invest time and money into a product and receive such poor quality and service in return.
As a loyal customer who has spent on average $2,000 annually at Best Buy, I find this experience appalling. I feel compelled to share this negative experience through every possible channel to warn others about the lack of accountability and poor service I have encountered.
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June 2024 by Dylan Jerkins
Oooo I have had a few experiences here but the last one soured me a little ... I was looking at cameras and he misguided me on a product that was on sale ... Education is key don't sell with your wallet!! I had to come back and change out for a newer model in doing so missing the sale on the one needed ... It's okay but here ya go
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May 2024 by Robert Massingill
Limited and poor service.
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May 2024 by Drew Hardwick
Staff were friendly, but hard to find.
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May 2024 by Jen “Geminie”
Friendly employees, good selection of electronics and good discounts
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May 2024 by Marelyz González
I came to buy a pass for about half an hour looking for someone to serve us and no one ever served us, very bad service.
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May 2024 by Mark Wrinn
Order was ready for pickup. Efficient delivery ?
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May 2024 by Mike Boemmel
I purchased a 24" Insignia TV from Best Buy on Amazon. It was prepaid on my credit card. I changed my mind about the TV and intended to buy a monitor instead. This is for my new security system. I went to the store it was purchased from to get a refund and the person at customer service said "no problem with the return". I told him it was not a return but rather a cancelation. He did not seem to know what to do and after about 20 minutes playing with his computer another person came over and in about 10 more minutes she told me that they could not refund my money and that I had to RETURN the TV through Amazon. I tried to cancel over Amazon and their system required me to download a shipping label, take it to UPS and pay $13.50 for shipping. The TV was never shipped, it was at the store. Does it make any sense to pay return shipping for an item that was never shipped and sitting in the store waiting for pick-up? The sale was complete and all they had to do was accept it like a return but neither employee could figure that out. Now I have a TV I don't want and the only way to get my money back is to ship it by UPS and pay shipping charges back to the same store it was there in the first place. I will NEVER deal with Best Buy again.
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May 2024 by Tamara Myers
I purchased a double oven from Best Buy on March 15th. The initial delivery date was supposed to be on April 2nd. The item was on backorder, however, and wasn't delivered to the warehouse until April 11th. Since then, the delivery has been rescheduled multiple times - April 16th, April 19th, April 26th, April 29th, April 25th, April 29th, May 3rd, May 6th, May 7th, and May 8th. Best Buy determined there was a glitch in their delivery system, canceled and reordered my oven, hoping this was the fix. It wasn't. My oven was then scheduled for deliver on May 9th, May 13th, and now May 14th. I've called, messaged, and have been told multiple times that this has been escalated and resolved. If it wasn't a certain oven that met the odd specifications that I need, I would have cancelled the order. So, now I've made two payments, and the oven is still sitting in some warehouse..... This is beyond unexcusable.
I've already reached out on Facebook Messenger last week, and copied my messenger message for this Google review, yet nothing has been resolved.
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May 2024 by Sue Sue
Dothan Best Buy is the best!!
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May 2024 by Hunter Walsingham
Fast in and out service. Had to grab a MacBook case. Show me where it was quick got me in and out of the store.
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May 2024 by Christie Mayo
Super helpful staff and the product needed was in stock!!
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May 2024 by Nicholas Nowell
Awesome thanks
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May 2024 by Allicia “Corbin” Davis
I was asked by all 23 employees if I needed help finding something, so their paychecks are clearly commissioned through sales. All in all, I'd rather have to go elsewhere and search for what I need solo than have to avoid all eye contact at this store, out of pure aggravation from having to answer the same sales pitch question over and over again.
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April 2024 by CECILIA Sweeney
Great help from Anthony today. I appreciate his help!!
