Best Buy Westland

Smells like cheeks in the store

I was trying to get an employee help me with purchasing a Samsung bespoke all in one washer/dryer and ended up going to the front of the store to ask for assistance. They paved the associate, and she still never showed up. I've never gotten stellar service here, but never no service at all. I ended up leaving and looking at home depot for my needs.

Wanted to check out new washers/dryers. No assistance in that dept. Ended up leaving.

My visit started off awful. The app said “Ready for pickup,” so I parked up front expecting a quick sign-and-go. I even drove 45 minutes to the Westland store because it was the only location with an Open-Box “Excellent” unit. Instead, I waited while they tried to locate the TV, then waited again for a loading associate, and what finally appeared was a dusty, unboxed TV—nothing like what I was promised. I didn’t pick it up and left, yet the system later showed it as “picked up” and my card was charged. At that point I was one step from disputing the charge, grabbing some popcorn, and watching this turn into a case study in “how not to do customer service.” I even tried calling Best Buy’s customer service, but every rep gave me the same answer: “You’ll have to go back to the store.” Translation: enjoy another hour and a half road trip for something that should’ve been solved in 30 seconds over the phone. Not exactly what you want to hear after wasting a Saturday. Then Bradley stepped in and single-handedly turned it around. He called me numerous times to keep me updated so I always knew where we were in the process (honestly, I heard from him more than some of my friends). And of course, when the magical Best Buy system didn’t want to let him do something, he just found a solution. No problems, just results. He set me up with a newer Sony Bravia (XR8B) at a similar price (it was on discount), enrolled me in My Best Buy Plus so I’ll get more money back, and—best of all—since the open-box had been a pickup, he hooked me up with shipping on the new TV so I didn’t have to make another road trip. If you shop at Westland, ask for Bradley. He’s the reason this went from a near 1-star experience to a story I’ll now happily retell—with a working TV at home to prove it.