Best Buy Buckhead

⭐ 1/5 This is easily the worst experience I’ve ever had with Best Buy, and I say that as someone who has shopped here for years and has actually defended Best Buy when family members told me about their own bad experiences. I ordered an item costing over $2,000 and was given an expected pickup date. After waiting all day, the order showed as delayed. I contacted Best Buy and was provided FedEx tracking showing the shipment had arrived at the store. The representative assured me everything was handled and the item was there. Based on that assurance, I drove to the store after work. When I arrived, employees initially seemed like they didn’t know what I was talking about. Eventually, the manager on duty went to the back and investigated. I was told my order WAS there, but was still inside a shipment/package that they couldn’t process or access without the store manager, who wouldn’t be there until the next day. I then called Customer Care FROM INSIDE THE STORE. The Customer Care representative told me the item was out of stock and had NEVER ARRIVED AT THE STORE. I had FedEx tracking showing it was delivered AND a Best Buy manager standing next to me who had just gone into the back and confirmed what was happening with the shipment. I explained this repeatedly. The Customer Care representative continued insisting the item wasn’t there. I even PUT THE STORE MANAGER ON THE PHONE with Customer Care, and the representative STILL claimed the item never arrived. Either Best Buy’s systems are providing completely inaccurate information, the representative didn’t properly investigate, or I was simply being told whatever would get me off the phone. The representative was also rude and did not genuinely listen to what I was explaining. The store staff wasn’t particularly helpful either. I understand that employees may have limitations, but I drove there because BEST BUY assured me my $2,000+ item was there and everything was handled. Simply telling me to come back tomorrow after I made the trip based on Best Buy’s information is unacceptable. I also dealt with Best Buy’s automated/AI customer service system during my attempts to get help, which disconnected/hung up on me. Shipping delays happen. I can understand that. What I cannot accept is misinformation, contradictory explanations, rude service, poor communication, and being made to feel like a fool for pointing out that Customer Care’s explanation made absolutely no sense. Had someone simply told me, “Your shipment arrived, but unfortunately the store hasn’t processed it yet,” I could have understood that. Instead, Best Buy assured me everything was handled, caused me to waste my time driving there, and then had Customer Care argue with both me AND their own store manager about whether the shipment was even there. After years of being a loyal Best Buy customer and defending the company to family members who had bad experiences, I now understand exactly why they felt the way they did. I feel disrespected, misled, and betrayed as a longtime customer. This experience has seriously made me reconsider where I purchase my technology going forward.

Perfect 👌

Helpful, professional staff.

Everyone are so friendly