Matheus S
November 25, 2025
Drove over 30 minutes to pick up the last Ninja slow cooker in the area for Thanksgiving. The order was on my Best Buy account, but the pickup name was listed as my wife since she placed it while at work. At the pickup desk, Joey asked for the barcode but offered no real guidance—just kept repeating policies. I located the barcode myself, only to be told I still couldn’t pick it up due to the name issue, with no helpful solution offered.
I had to step outside, call my wife, and she walked me through updating the pickup info on the app. When I walked back in, I was helped immediately by a different representative with zero issues.
Policies matter—but basic customer service and problem-solving matter too. This could have been resolved in under a minute.
Store was fine. The initial pickup experience was not.
Excellent customer service agents with knowledge!!!
This will be my last time going to Best Buy. Scheduled a 12:20 PM geek squad appointment showed up on time and they told me to come back in 20 minutes. Once they finally did see me it took 30 minutes for them to figure out if they had the needed part in stock, and if the technician had time to do it today. After all of that, the manager, who had terrible personal hygiene, came over to tell me that they would not fix my phone in store despite my AppleCare coverage because “it would cost the store too much money“
Response from Best Buy
November 22, 2025
Alex,
Thank you for taking time out of your day to share your story and bring this to our attention. Please know that this is not the service we aim to provide and not how we want customers to feel when needing Geek Squad service and repair. So, that we can document what took place, can you please send a private message to our social media platforms on Facebook (https://bby.me/7q3119), Twitter/X (https://bby.me/lgk37e), or Instagram (https://bby.me/tif3uh). In your message please state that you are responding to "Google Review 73113" so we can tie it to your post here.