Best Buy Novi

Good

I made the mistake of trying to "save a few bucks" on an open-box item, and what followed was an utterly infuriating display of incompetence that confirms why physical big-box electronics stores are a dying breed. I placed an order for an Open Box SAMSUNG Q990D 11.1.4ch Soundbar (11.1.4 channel—meaning it requires a soundbar, a subwoofer, and 2 rear speakers). The system confirmed my order was ready. I get to the order pickup window, and the associate scans my barcode. He comes back, drops the subwoofer on the counter, and tells me he needs to find the other parts. Five minutes later, he returns, empty-handed, and admits he can't find the rest of the system. He calls a manager. The manager eventually appears and says, "I found the soundbar!" I looked him dead in the face and said, "What am I supposed to do with a soundbar, no rears, and a subwoofer with no power cord?" That's when the manager offered the worst advice I have ever heard: "You have an option to try to purchase the rears from Samsung." Are you kidding me? If I'm trying to save money by purchasing an open-box item, why on earth would I then turn around and buy missing replacement parts from the manufacturer at full price? The whole point of buying the system from Best Buy is to receive the entire system! The audacity to mark an incomplete, non-functional system as "ready" and then try to upsell replacement parts is staggering. I said, "Just give me a refund." The final insult was watching the young sales associate struggle to process the refund—a process the "manager" who caused the issue completely walked away from and didn't assist with. I was standing there, completely wasted time, trying to reassure the associate it wasn't his fault, but the fault of a company that claims an item is ready when it is clearly NOT ready and doesn't even have all the component parts. I will never mess with Best Buy again. The service is truly terrible. I have a feeling this company will file for bankruptcy within the next ten years with service like this. I'd rather get my stuff off Amazon at full price than deal with this disaster. Best Buy, you'll be ending up like Circuit City in a few years.

Almost no customers yet I had to ask for assistance after waiting for a long time and no employee coming to me. Employees more engaged in chats with one another than customer service. Most employees had no details on bundled phones, plans, etc. Best Buy would not price match anything on Black Friday weekend or Cyber Monday. Bathroom needed cleaning and stocking due to no toilet paper or hand towels, debris on the floor, and I personally observed employee exit a stall and not wash up. The experience left me wanting and I ordered online for next day delivery for less. The days of Best Buy ruling the holidays appear to be over and the past visits were pretty much the same. No customer focus, lack of training, let the customer figure it out or go elsewhere, and general disregard for training, knowledgeable and friendliness in the staff gone.

We've done business there before and, compared to the other four locations vloser to us, the service and cleanliness of this location was noticeably better as soon as we walked in. We knew then that the longer drive to get there was worth it. This year we went on Black Friday. We had to. Our TV died during the Lions game on Thanksgiving and the Michigan- Ohio game was Saturday! Thiw place was packed, but still calm, clean, and orderly. Thry even provided two port-a-johns so customers in need wouldnt have to wait long. We found what we needed! A salesperson was quickly available and got our purchase taken care of. We were out the door with a new TV in less than 45 minutes! This remains the location we will always go to, despite the hour drive.