Best Buy Brentwood

The screen protector with lifetime warranty no longer offered and there is no substitute. I have to contact manufacturer and get them to send then make a trip back to have them install for free...

This was one of the worst customer service experiences I’ve ever had. We were told we would have to wait more than an hour for assistance, yet several employees were standing around talking to each other instead of helping customers. The white American employee with long hair was especially rude, dismissive, and unprofessional. We came in ready to buy a phone, but it felt like the staff had no interest in helping us at all. It’s frustrating that customers are expected to wait so long while employees socialize. We ended up leaving extremely disappointed. I would not recommend this location to anyone looking for decent customer service.

I am writing to express my disappointment with the customer service I received during a recent visit to a Best Buy store last Friday. After traveling all day, I stopped at the store because the item I needed was listed as being in stock. Upon entering, I approached an associate and explained exactly what I was looking for. Rather than assisting me, he simply pointed toward a section of the store and said it was "over there someplace." After searching unsuccessfully, I asked a second associate for help and received essentially the same response. At that point, I was frustrated and went to the front of the store to speak with a manager. A female manager came over, and I explained that I had already asked two employees for assistance and still could not locate the item. She stated that the store was under construction and that products were not currently located where they normally would be. While I was clearly frustrated, I was trying to explain the poor customer service I had experienced. The manager responded by telling me that if I was rude, she would not help me. She then walked away. She later returned and asked again what item I was looking for, but by then I was concerned that the interaction was escalating unnecessarily. Fortunately, I found another associate, a gentleman in a wheelchair, who was knowledgeable, professional, and immediately took me directly to the item I was seeking. He provided the kind of customer service I had expected from the beginning. After reviewing the product, I ultimately decided it was not the right item for my needs. Before leaving, I returned to the front of the store to request the manager's name. She refused to provide it. Another employee later told me that her name may have been Adrian or Adriana. What concerns me most is that a manager's role should be to de-escalate situations and assist customers, especially when they are frustrated due to poor service. Instead, I felt dismissed and treated as though I was the problem rather than someone seeking assistance. I have shopped at this store regularly and considered it my go-to Best Buy location. However, after this experience, I do not plan to return. I hope this feedback is reviewed so that other customers do not have a similar experience.

Trying to pickup my online order scheduled for delivery, which is a TV at $319 free delivery. This store manager says it’s $349 in stock at this location today - will not do price match or good luck waiting for the home delivery