Best Buy St. Matthews

Today I had one of the most frustrating retail experiences I’ve had in a long time at . I ordered a $1,200 e-bike online and received both an email and text confirmation stating that my order was ready for pickup. To save time, since I had my young nieces and nephews in the car and had already ordered food to pick up afterward, I selected curbside pickup. When I arrived, I completed the online check-in process and received the four-digit verification code that I was instructed to provide to the associate when they brought my order out. Except nobody ever came out with my order. After waiting around 20 minutes, I walked inside to see what was happening. The pickup counter was empty, yet what really irritated me was watching another customer who arrived after me get a wine cooler loaded into their vehicle. Clearly some curbside orders were being handled while mine was being ignored. I spoke with an associate at the register and explained the situation. I gave him my order number and could actually see on the monitor that my order status had turned red because of how long I had been waiting. I told them I would wait another five minutes, and if nobody came out, I was leaving and expected my order to be canceled and refunded. I waited longer, spoke with another associate outside who also had no idea what was going on, circled the building once more, and still nobody ever brought my order out. At that point, I left. I then called the customer service number to cancel the order and request a refund. Instead of getting help, I was bounced around between departments, repeatedly asked for information I had already provided, and was even told at one point that another department could help ship the item out immediately so no time was wasted. Instead, I was transferred right back into another queue. After spending over an hour on the phone with a supervisor, I was told they still could not cancel the order remotely and that I had to physically return to the store. When I went back and spoke with the store manager, Austin, the entire conversation felt like an attempt to shift blame onto me, despite the fact that I had proof on my phone including the pickup confirmation, check-in process, and verification code showing I followed the process exactly as instructed. I also asked Austin if he could provide contact information for a district or regional manager because I genuinely believe there is a major communication breakdown happening within this store’s curbside and online pickup process. If customers are being told their orders are “ready for pickup,” then those orders should actually be ready. If the store is short-staffed or unable to handle curbside orders properly that day, then curbside pickup should temporarily be disabled instead of wasting customers’ time. In my opinion, the responsibility for this entire situation falls on the store’s management and internal communication failures. Something was clearly mismanaged from the start, because there is no reason customers should receive confirmed pickup notifications for orders that are apparently not actually ready. What shocked me even more was being told, essentially, that there was nobody above the store manager that I could contact regarding the situation. That answer alone was extremely concerning. At this point, I would appreciate someone from Best Buy corporate or headquarters reaching out to me directly regarding this experience so this can hopefully be addressed before it happens to more customers. The most frustrating part of this entire situation wasn’t even the delay itself. It was the complete lack of communication, accountability, and urgency from nearly every level of customer service involved. What should have been a simple curbside pickup turned into hours wasted, multiple trips across town, hungry kids in the car, and a customer left doing all the legwork just to try to cancel an order that the store failed to deliver properly.

Have been to Best Buy for years for my electronics and appliances. Service is always good. The only complaints I have for my recent purchase is the store near me (Outer loop ) didn't have the GE microwave model I wanted in stock, and so I had to choose a different model, which they also didn't have in stock. Just the display unit. That leads to my second complaint. I had to drive to the St. Matthews store to get it. Which leads me to my third complaint. The St. Matthews store is essentially hidden from view of Shelbyville road. Google maps was telling me I had reached my destination, but no Best Buy! Finally figured out it was on the backside of the property. So my suggestion is that Best Buy corporate put more signage up directing customers not familiar with the area were the store is!

Been trying to contact the Shelbyville road store in Louisville Ky to talk about Starlink internet systems. You cannot talk to the store. They start with ai then switch you to a call center. No one knows anything and still can’t talk to the store. No wonder everyone mail orders from other company’s. Wish it would let me give 0 stars. Used to be a good company.

I don’t recommend ordering from Best Buy. I ordered a fridge with installation and this is how the delivery people left my water line. They bent it and zip tied it as a way to “cap” it off. Now it is bent and broken and leaking. I had to turn off the water. I called and one person told me I would hear back in a day, one person in 14, and one person in 10 days. I went to the store and they said I would hear back in 3 business days and they would call me with details shortly. I haven’t heard back. I was told by Best Buy the delivery people are not authorized to perform plumbing modifications and if I make repairs myself they likely won’t cover the cost. So here I am… No water, no clear direction on whether I can get it fixed myself, and no offer from Best Buy to repay any bit of the fridge or any financial help other than IF they approve my claim I might get reimbursed. It’s a real shame. Also their entire customer service is a call center with no clear understanding of Best Buy’s policies. They really left me in a tough spot when all they had to do was plug in a new fridge. Edit: considering Best Buy has responded I would like to point out I called multiple times, went to the store, dm’d Best Buy on instagram and was given the same lack of help. I would just have to wait 3 business days. No resolution, no offer to provide immediate help or any level of compensation for all of this trouble, and for me to wait was the best they could offer.