Best Buy Waterford

The Waterford location has exceptional customer service!

I would give ZERO STARS if I could! I brought my iMac in for repair as it suddenly stopped working after 3 months and would not power on. I was quoted a 2-4 week wait period for my device to be shipped out, repaired, and shipped back to store. It took this Best Buy location 3 days just to find a box to ship my iMac out with. I work in customer service as well and that alone would be unacceptable. After 4 weeks I received an email that my device was ready for pick up and scheduled an appointment. None of the appointment times really worked for me and I was tired of waiting. I tried calling multiple times to ask about a different appointment time or other options but Geek Squad is helping customers so they can't answer the phone and require you to leave a message. I then headed to the store in person to sort this out. When I got there the woman I spoke to was as helpful as she could be and tried to locate my iMac for me to pick-up. After about 5 minutes of her trying to locate my computer Chris comes over to inform me that the evening prior he received my repaired iMac but when he opened the box to inspect it the screen was completely broken. Chris said they must not have packaged it well enough and apologized that I showed up before he could contact me about the damage. Chris had already shipped the iMac back out for repair and quoted me another two weeks wait. A week later I received an email that I was being granted an exchange for my iMac and needed to schedule an appointment to complete the exchange. The link that was sent to me to set up an appointment time and once again when I called through to Geek Squad, using the extension they gave me, no one was available to answer my call. I left a message but ultimately decided because of previous lack of communication that I would just head to the store to either sort this exchange out or make an appointment. I had no problems with Geek Squad during this interaction. They processed what they needed to on their end and sent me over to the computer department to find a replacement for my iMac. The man that helped me there asked me about what had happened to the iMac I brought back and I shared my woes and frustrations. At the end of my tale he said "Well there's good news" which made me perk up because at this point I am ready for this whole thing to be resolved and over. Then he proceeds with "Your nose rings match your tattoos" which caught me totally off guard and I kind of froze. This response from this employee was completely unprofessional and rude. I had my teenaged daughter with me who very quickly clocked this interaction as inappropriate and expressed her discomfort to me once we walked away from this employee. I'm sure in this man's mind he was being kind but there is a time and place for that and it's not when you are on the clock helping a customer. My husband and I have been loyal Best Buy customers for years and even have the Best Buy store card. After this whole situation I will be more than happy to drive over an hour to the nearest Apple location where I can expect to have prompt, professional and respectful customer service.

I went into this Best Buy after leaving Staples because it was nearby and I wanted help choosing a printer. Chris, the employee who helped me, was excellent; he greeted me right away and answered my questions while we looked at printers. When he asked over the radio if Best Buy offers any credit for turning in an old printer (like Staples does), someone answered him but then a manager named Justin came over and immediately responded in a very dismissive and condescending way, saying something along the lines of “We’re not giving you $50 off a printer. If Staples does that, then go to Staples,” while laughing (kind of an “idc” attitude). The issue is that neither Chris nor I asked Justin to come over. I was simply asking a question, not arguing or pushing for anything. The printer I wanted was $469 and with a $600 budget, money was never the issue. I was just inquiring. However, the way he spoke to me was completely unnecessary and unprofessional. I asked to speak with the general manager (Phil), hoping for some professional relief, but instead of addressing the situation he immediately began defending Justin by saying he’s never acted like that in all the years they’ve worked together. My concern wasn’t about his past reputation; it was about the 5 minute interaction I personally experienced. Chris was professional and very helpful, but the behavior from Justin and the response from management (Phil) left a very poor impression. I would appreciate someone from Best Buy corporate looking into this experience bc that was very unacceptable.

Like most Best Buys... The works seem to be knowledgeable about the items in question...