Best Buy Hickory

Subject: Unacceptable Customer Service Experience – Hickory Location (3/21/2025) Dear Best Buy Management, I am writing to formally express my disappointment with the experience my husband and I had at your Hickory location today (3/21/2025) while attempting to resolve an issue with my online order. I placed an order online, which initially stated it would be ready for pickup today. However, on the day of pickup, the status was suddenly updated to indicate the item would not be available until 3/28. This was completely unacceptable, considering the item was paid for in advance, I was originally told it would be ready within a day, and I could see that the store had it in stock. Upon arriving at the customer service desk, a young woman in black assisted us in trying to determine what went wrong with the online order. However, before we even had a chance to fully explain the situation, another employee—a middle-aged blonde woman in a pink sweater—immediately called for a manager, stating, “Manager to the desk, customer angry about order.” This was both inappropriate and inaccurate, as neither my husband nor I were exhibiting anger at that point—we were simply seeking a resolution. It was apparent that assumptions were being made, which was both frustrating and disappointing. When the manager arrived, they looked up our order and stated that there was no way to transfer the payment to allow us to take the in-stock item home. Instead, we would have to cancel the online order, wait for a refund, and then repurchase the item in-store—essentially requiring us to spend over $1,000 upfront just to get the item today. As my husband began to respond, the same employee in the pink sweater interrupted him, dismissively stating, “Well, we just work here, and that’s how it works.” Not only was this unprofessional, but it also undermined the manager’s role in resolving the issue. I politely asked her to refrain from further interjecting, as the manager was already assisting us. However, when my husband attempted to continue explaining that he had never encountered this issue with previous pickup orders, she interrupted him again. At this point, her behavior escalated to outright hostility, leading to a completely unnecessary confrontation! As we walked away, she continued making inappropriate and offensive remarks, including personal insults toward my husband. The manager had to pull her into the back, yet she was still yelling across the store. Amidst all the commotion, I did not catch her name, but I will ensure that the appropriate individual is identified and that this matter reaches the intended recipient. This interaction was beyond unprofessional—it was hostile, unprovoked, and completely stressful for me being 3 months pregnant on top of it all. After speaking with others, I have learned that this is not an isolated incident with this particular employee. Several other Best Buy customers within my neighborhood has had similarly negative encounters with her. Because of this experience, I chose to take my business elsewhere and purchased my item from another retailer. If it were up to me, this employee would no longer represent your company. I fully intend to escalate this matter to the general manager and corporate office, as no customer should ever be subjected to such treatment. I expect a formal response regarding how this situation will be addressed. Sincerely, Amanda R.

Great atmosphere and wonderful variety of food selection.

The guy that assisted my husband with his new phone was great. Spent over a hour helping him. Great service.

Shout to Joe from Geek Squad. I went through 2 employees and finally got one that knew what I was talking about and helped me out tremendously. Thank you 🙏