Best Buy Tucson

Went to pick up an item and had no one working the pick up line, extremely long wait time

Yesterday at the Tucson Wetmore Best Buy, I got very dizzy and lightheaded and I ended up on the floor and hit my head on a bottom shelf. Julia, who was waiting on me, handled it beautifully and graciously. Within seconds, several other team members were crouched down beside me, asking me questions and offering medical help. I tried to stand up and went down again. I waited a bit and a sweet young man named Vick offered me a wheelchair and said he would help me check out. He said he would take me to my car and we had a nice chat while he pushed the wheelchair and assured him that I wouldn’t leave until I felt fine. He also gave me a bottle of water. I am so grateful to Julia and Vick for their kind and empathetic handling of the incident. I sure hope Vick and Julia are recognized for their exemplary customer service. They never left my side. God bless Julia and Vick and all the others who stopped to help!

The guy that served us had a bit of attitude but the store is well stocked

UPDATE: See their reply below - makes my point. Nothing in there to show empathy or a desire to make it right. They have my name, location and membership level..they could look up my record reach out to try and make it right. Instead they want me to do more work. Reviewing the company - not just this store. I have used this store and the one on Broadway in Tucson. Overall, some Geek Squad staff know what they are doing. Some don't. They never actually *show* what has been done when picking and often change things, like installing a new default browser. Here is my review for 2025: 1. My laptop got a blue screen. I brought it in and told them I wanted the same specs in a new laptop. Two employees looked it up, sold me a laptop and Total Membership (most expensive Geek Squad service) saying it made sense so they could transfer and set up new laptop. Upon picking up, Geek Squad staff informed me that the new laptop memory was totally full. Uh....my previous laptop was only half full, so clearly they sold me the wrong item. Had to buy ANOTHER laptop, get the first one scrubbed and returned, get everything transferred to second laptop. Only a couple of files were transferred and it took several visits to get it done right. 2. Took my 90 yo mom to buy a Chromebook and printer. Worked with a salesperson. After describing needs, he recommended products (which we bought) and said I could get $50 trade-in for my old laptop. I could not get the Chromebook to see the printer. After a few sessions with Geek Squad online, I ended up having to go the store. Tech spent over an hour on it and said the printer was not compatible. Another return, another purchase and I was also told I could NOT get the rebate for my laptop due to the type of Chromebook I bought. Uh...YOUR SALESPERSON gave me that info. Crappy that the store would not honor their word. Crappy that the SALESPERSON sold me incompatible machines. 3. Bought a TV. It worked! Shock! 4. Bought an external hard drive. Could not get it to back up correctly. Online Geek Squad claimed to set it up and it still did not work. I tried chat but did not want to type the whole history and asked them to call me (they have in the past). They claimed they could not call. Made an appointment at the store. Spent a FEW HOURS and they said that I had to purchase a subscription to use the hardware. Uh....no (and if that was true, why did online GS not mention that?). Then they said that Windows 11 could not use File History and the HD would only take an image of my computer, not back up and allow access to actual files. Then they researched and said if I exchanged it for a different HD by a different manufacturer their software would allow access to individual files and a 5 year subscription was included. We did that. I spent 3.5 HOURS IN STORE and in the end they said, no, it would only take an image of my laptop and if I want individual files I have to click and drag every file. So this entire fiasco cost me almost a whole day. I was angry and asked to speak with a store manager. I was told they did not have a manager and was offered an assistant manager. Ok. I explained the problem, remaining calm, and asking for some kind of compensation. Especially after the 3.5 hour stretch which was exhausting. He looked at me and simply said "we can't just offer a gift card to anyone who is unhappy." That just demonstrates the entire lack of caring for a customer. No empathy. Yesterday I tried to open a file on this laptop and suddenly a piece of software is not installed. It worked fine before the HD fiasco. WTH? Now I have to spend MORE HOURS at Geek Squad. At this point I feel like I should be on payroll for all the hours I'm spending there. And they definitely need a complimentary cafe! I wish MicroCenter would open in Tucson. They are coming to Phoenix and hopefully that's a start for them.