Bottom line, not impressed with the customer service. This was a (kinda) honest mistake with shipping address, but the response has been terrible. What's the benefit of paying more at BB over say Amazon if the benefits of having local, in-store service aren't there? I looked and could have bought the broken part (internal power receptacle) on eBay for $10 and avoided this whole fiasco. Will never pay for a GS protection plan again, that's for sure.
I went to the Colorado Boulevard Best Buy and I had the worst customer experience ever.
This was my first time shopping on Black Friday and wanted to buy a TV. A sales person told me to do a line and after more than hour the cashier told me that I was not going the right line to get TV.
A week later we received an email that repair was complete and it was being shipped back (they don't fix on site apparently). Great! Watched tracking for a few days only to find that it was delivered to a pickup location 1000 miles and several states away.
I decided I'd go get it. GS guy said "it's not here" (after I waited in line as he chatted with another customer for 10 minutes!). I showed him the UPS tracking. He said "that means it was delivered to the local UPS facility". I asked for a manager. He was able to find it in the back. I feel like if I hadn't shown up in person and pressed the issue we would never have gotten the computer back.
It is now 6 days later, and 3 before we leave town. According to UPS the laptop hasn't even been picked up from the wrong location yet! My wife spoke to the GS manager again yesterday and was told he'd look into it. Same manager who told me he'd take care of it last week. Shouldn't this be as easy as contacting the repair facility and having them redirect with UPS?
So, UPS would not change the shipping address because I was not the shipper. Called the store and the GS manager (Adam?) told me he would contact their repair facility (the shipper) and get it fixed. I informed him that we are traveling in a little over a week and need it before then (mind that this is already about 2 weeks after drop off). He said no problem.
Took wife's laptop in for warranty service with geek squad. The rep took down our info and sent it in for repairs, no issues there.
Best buy address: 4100 E Mexico Ave a, Denver, CO 80222
Garett, in cell phones, deserves recognition for a job well done! He is professional, very knowledgeable, congenial and patient. He is a real asset to Best Buy. I hope he receives recognition from management for providing "World Class Customer Service." Thank you for your help today, Garett.
Great help in picking a new television, wall bracket and arranging instalation. Everything in one quick stop. Staff was very helpful and friendly.
Update: 10 days later. Still no laptop. Zero communication from the store, including the GS manager that said he'd update us as it progresses. Grade F service continues.
I went to talk to the manager to explain him the situation and it was the worst idea. The guy was super rude, sarcastic, and even made fun of us. I couldn’t believe it. I felt that I was in a hiding camera show or something. At the end I asked him if he was joking or something and he told me with a big fake smile that he was being serious. The name of the guy is Kevin and definitely this has been the worst customer service experience that I’ve ever had.
After several calls to phone support, including being transferred around literally five times on one call, finally found someone who knew enough to figure out that it was shipped back to an old address on file. At no point during the drop off in store process was I asked where to ship it to; my assumption was that it would just come back to store for pickup if it had to go anywhere.
Nice staff and well managed store. They're always willing to listen if you have an issue with a product. I go out of my way to go here as opposed to others that are closer to my home. Especially if I need to speak with customer service.
So disappointed. I'm a nerd. I think I spent my first lawn mowing money at BB when I was like 12. I'm from Minnesota so it's a local company to me. I'll never step foot in another BB if I can help it.
Final update: wife received a "your computer has arrived for repair" email. Strange. I pulled up the tracking and it showed that actually it was delivered to the original store yesterday. No calls as promised, either when it got to the Kentucky facility or back to Colorado.
Best Buy is a US Electronics Store based in Lakewood, Colorado. Best Buy is located at 1400 Denver West Marriott Blvd, Lakewood, CO 80401, USA.
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