Best Buy Portland

Immensely disappointing and unpleasant experience. Best Buy used to be good, it's now a waste of time and money. Staff don't know what they're doing but insult others. I bought a laptop online from Best Buy after confirming with a customer service agent that it had a feature I absolutely needed and that was unclear on the website. It took about a week to be ready, I picked it up and spent several hours setting it up to find that I couldn't find the feature I had needed (pen compatibility). The next day I wasted 3 full hours trying to troubleshoot with live agents over 2 conversations, the live agents said they were transferring me and then nothing happened. One of them had suggested an in-store appointment to help me, so I made an in-store appointment at this location. When I got there, we spent the 20 minute appointment with the geek squad member changing his mind every few minutes about the problem without any explanation or results. At first he said it should be compatible. Then he said my pen was the problem. Then he said that the computer was a problem. And so on. He said I could buy a new pen or return my new laptop, I reiterated that I would keep it if it was compatible with a pen but that is a non-negotiable feature... and asked if we had any idea about how we could figure out if it had that MPP 2.0 feature that I needed and the original agent said it had. He said "Oh, no, this particular laptop, it just doesn't have MPP 2.0" ... Okay, What? What was all the questioning and back and forth about, then...? I politely said that I do need to return it then and he started the return which will hopefully actually go through. Some other problems with this experience: they don't have any test pens on-site, as confirmed when I asked if they had other MPP 2.0 pens on-site to test if it was just an issue with my own pen. Also, if I were keeping the laptop, it would've been a problem that he was holding it in a way that the back of the screen was the surface in contact with the table and the trackpad was in the air. I don't think laptops are meant to have their screens have the weight of the entire laptop balanced on them? Lastly, the geeksquad spoke disparagingly about and insulted the online and phone customer service reps; "they don't know what they're doing". It seemed unnecessarily rude and since the staff here were just relying on google searches and google ai in front of me, I don't think it's fair of them to insult the other customer service staff when they aren't any better... Best Buy has gone way downhill, it isn't worth your time or money. I can't get my dozen hours back, but hopefully I can help you avoid the same horrible experience!

Good customer service

Sales staff are very helpful and knowledgeable.

Ordered the new Fortnite gift card over the phone. Was assured I would be emailed the code…Day later still no email/code. Would not suggest making the same mistake I made by ordering digitally.