Best Buy South Hills

We have been regular customers of this Best Buy for a while--but something has taken a very wrong turn, at least at this location. I brought in my laptop for a repair. My initial appointment with the technician seemed pleasant and helpful (as usual). But when I came by to pick it up, I waited for the next opening, but the technicians were only doing intakes, so I asked the service manager (in front, just milling around with several other employees) if he could help me with what should have been an easy, two-minute transaction. Not only did he refuse to return the laptop to me. he literally yelled at me and said that I had not followed the "correct' process and did not "deserve" to pick it up that day. He claimed that I should have known that I had to make a 20-minute appointment with a technician at a later date just to pick up the laptop. Not only have I never had to do so in the past, it doesn't even make sense to me--it shouldn't take 20 minutes of a skilled technician's time just to return a laptop? Especially with all those employees standing around doing (apparently) nothing? I double-checked, and "pickup" is not even listed as an option on the appointment menu. His tone was just awful-- he even said "I'm done talking to you." I was quite shocked and definitely shaken --and so were the people around me. Two of them came up to me in the parking lot afterward and shared their sympathy. My husband kindly agreed to pick up the laptop for me the next day, but when he brought it home, the issue had not been fixed--and the technician he spoke to clearly did not even understand what the problem was that needed to be fixed. Best Buy basically kept my laptop hostage for 6 days (for a simple repair), refused to return it, yelled at me, didn't do the repair that was asked for, and now I still have to get it fixed somewhere else. We had been planning to purchase a new desktop from Best Buy, in part because of the positive experiences we have had in the past with the service. Instead, we got a much better deal on Amazon (it's Prime Days). And what do you know--the process was transparent and customer-friendly, the new computer was delivered to our door in two days (as promised), and they didn't yell at me once.

Can't contact the store for any reason. All calls to the supposed number on the front page route to a call center that has no idea what they are talking about. When I asked how to contact the store directly, they suggested I call the call center line back, despite saying earlier that all calls route to the call center.

Can you pickup items as advertised on website? Yes. But, Customer service is non-existent. I visited twice within a two week period. One first occasion, three sales people were standing around chatting, I approached and asked where to find requested item and they pointed in the direction to go. Mind you, I had questions about the options, having to ask again if someone could explain the differences in options. Second visit, I literally had to stand in the middle of the store waving my arms to get assistance, after waiting at least 5 minutes after a warehouse worker requested sales help on his intercom. Then after purchasing , they told me the leave the large item at front and pull up my car. Continued to load myself, as no one was around to assist. Then manager came rushing out offering to help, after I had loaded. What a joke! Best Buy…. you are competing with e-commerce. Won’t be surprised if you are shuttered soon. Do better!

We ordered a TV and mount to be installed and Geek Squad did a no show, no call, nothing twice! We had to call and kept being told we will get an update on a smaller window delivery timeframe and never did. Each time we called to see what happen, we were just told we were not on the schedule. We will never use them for anything again for an install. The only good out of this was the guy who helped us in the store find the TV we were looking for. Awful customer service when we called. Nobody could give us a straight answer.