Best Buy Tuttle Crossing

I'm not even sure where to start on this review. End of May we visited the Dublin, Ohio store to start our search for a home theater system for our new home. When we built, we had it pre-wired for surround sound thinking that would be the hardest part. Little did we know. During our visit, we talked to a very knowledgeable person who showed us various speakers and components but suggested the we work with one of Best Buy's consultants to make sure we got what we needed. He put our request into the system and said we'd be contacted within 3 days. That never happened. We visited again a week or so later to once again talk to someone about a system. By then we were just a few weeks away from closing on our home and wanted the system set up before moving in as we knew the holes in the ceiling would need to be enlarged and wanted that to happen before furniture was brought in. Once again, the sales person was very nice and put us into the system...again for a call from an in-house consultant. We were assured that we would be contacted within 3 days. Again, that never happened. We should have known then that we were not important enough for anyone to contact us but we tried again. This time, we went ahead and bought our new 75" TV and asked to have someone reach out about the surround sound. We did finally get contacted by Nathan. He was nice and through pictures of what had been installed when the house was built, he was able to order a system and get our install set. When the third party contractor came out the week before we moved in, they were missing a speaker and after we talked, we learned that MasTec does not have insurance to enlarge holes in the ceiling nor did they have any experience with installing the system that was sold to us. They left and the install was cancelled. So much for having this done before we moved in. We contacted Best Buy and finally had a quality control associated who called back. We explained the situation. She apologized. Reordered the speaker that was missing and rescheduled the install. We were told it would be the Geek Squad that came out. Two weeks ago, MasTec (and even better the same person who told us that they couldn't do the install) showed up with the missing speaker and then left. We didn't know they were there to do the install but after dropping off the speaker, the install was cancelled without us knowing. My husband called...again. The install was rescheduled for this past Monday, September 9. Guess who showed up...again? Yes MasTec and the same technician. This time he made sure that his manager put in notes that MasTec could not do the install. I contacted the Geek Squad at the 1-800 number. I was told they would do an escalation and someone would reach out within 24 hours. I gave them 48. No response whatsoever. Yesterday, I called again. I was then told escalations could take up to 72 hours and that the notes say they can't do the install. I tried to explain that a 3rd party contractor indicated they could not do the install but that we need the actual Geek Squad to do the install. The CSR was just not getting it. I asked for a supervisor. I was put on hold but was then told the supervisor was on with another customer and that I would get a call back in an hour. I'm still waiting on that call and it's been nearly 24 hours. So we sit with thousands of dollars of equipment in our living room that has yet to be installed with Best Buy not caring about this since they've already made the sale. I will be calling the Dublin, Ohio store this morning and seeing if they care to help. If this gets us nowhere, I'm really not sure what to do. Return thousands of dollars of equipment and go someplace else? That may be our only option because I don't know enough about the system that was sold to us to see if we can find a contractor that can actually install the equipment that was sold to us. I am beyond frustrated at this point.

Good customer service

Terrible customer customer service. Went to buy a brand new macbook, took it home to find out it was broken. Went to bring it back 3 hrs later to have the geek squad look at it just to be told I'd be charged extra to have them look at something that was sold to me by them the same day and that I should just switch it out. I go to the front desk and am greeted by a myrmella which was very rude and inconsiderate and honestly should not work customer service. The laptop would not allow me to log out of the cloud so I had to have my wife do it virtually. She claimed I had a "tone" but I spoke without a raised voice. The manager was great but angry little Mrs Myrmella should be fired. A janitor job or something non vocal would suffice for that disrespectful kid.

This is the most unfriendly store and the most difficult store to get help in. I tried again to get help in purchasing a watch but even after asking for help no one showed up to unlock the cabinet. This is the third time this has happened at this store and very likely my last visit here. Best Buy if you expect to compete with online you have to have some value.