Best Buy Ocala

Had such a horrible experience today with Best Buy. I ordered online 8 :00Am in the morning to pick up some Beats headphones after work. I thought by the time I get off which was 8 hours later my order should be ready. I never received an email saying my order was ready which I thought was weird. I did some running around before even going to the store and still no email. I simply go into the store to see what’s going on and they told me my payment failed yet the money was already taken out of my account and processed. I asked how much longer would it be and was told maybe another hour. The employee then offered me to go and purchase the headphones and cancel the order. I asked well am I going to get my refund right away and she said no it’ll take a few days to return. The one employee then offered to get them to take the hold off of my order and to give her about 15-30 minutes. I browsed around and went to check back and I had to explain and show a different employee that my payment was processed. The funds had already been taken out of my account. She calls a manager to come and they never came they told her they have to verify something and that it could be ready in maybe four more hours. The first employee I spoke to came over to check again to see if they can release the hold on the headphones to give her another 15-30 minutes. I said okay and ask if I would get an email if they release the hold. I walk out the store to go and simply cancel the order and they finally sent an email saying my order is ready. I would absolutely never shop here again. I would never order anything from them again and I’d rather drive to Orlando to get my Apple devices fixed. Horrible store and horrible experience. I was still very patient and not rude to the employees for I understand they’re not at fault, but management refusing to help was insanely absurd.

Wonderful staff always helpful.

I came to this location today to buy two phones and activate them with 2 lines of service. I walked into the store and placed myself in the electronic queue per the signage. I received a text message indicating I was in the queue. I watched 5 employees stand around and do nothing while I waited for help. I went to the person at the front of the store and asked to speak to a manager. She asked what it was regarding. When I politely told her that no one had helped me when they were clearly free of anything to do and working in the department where I needed help, she suggested that the delay was due to the fact that no one could activate new phones. That might have been a relevant answer if anyone knew that I wanted to activate a phone, but as no one ever asked me the purpose of my visit, I don't feel like that was the truth. I would have made my purchase online, but the website directed me to the store because I wanted to start a new account with the cellular provider. Edit: I'm pretty disappointed in the response below. I was ignored when trying to make a purchase, I was not provided access to a manager in the store in order to give my feedback directly to someone who might implement change, and after leaving a poor review, I'm being asked to take further action. I'm sorry Best Buy corporate, but I'm not your customer and I don't need any further help. This review is already tied to the store location. The ball is in your court to hire management at the store level who will train and monitor employees effectively.

My review is 2 star because this location is very busy and short staffed. The lines to check out are long and have long wait times because of this. Every customer has a lot of questions and staff try to remain patient and help. customers also need to do research before they shop because the store isn't as organized. the manager on duty was the only person in the store that spoke Spanish per another rep and she had to help those customers. They really need others that can assist because I had a really long wait time. I went to the store for an exchange. I purchased a iPad and the staff didn't scan the correct serial number so the receipt had the wrong number. with the store being short staffed, this caused a long delay over an hour. The staff just need to take accountability and have a better system to prevent these issues. The check out staff shouldn't have to handled checkouts, trade ins and returns. Other locations have a customer service desk where they handle returns and issues. This will make the operation smoother. this is the closest store to me but going forward, I will order online. Shopping in this store is a headache and the staff aren't really knowledgeable. As a customer, I can go to the store confused and ask the staff for directions but you all really need to look at the operation. More staff are needed. I have went to the store a lot and most of the time its more staff available to help but during black Friday and deals, please have more staff. eventually the manager was able to help, she reviewed the camera footage and resolved my issue. I just value my time and my review is based on my experience. several customers did walk out and leave because of the long wait in line. I also shopped for a blender that was on sale. I had to walk around in find it, look high up and request for someone to get a ladder because the one I wanted was in stock just in a different area. the staff should have did this for me, they wouldn't have thought about looking up to see if it was in stock. They depend on the best buy app a lot which doesn't seem accurate. if a customer is looking for a item and you know that you have more inventory on the sales floor. please help the customer look.