Best Buy Nashville West

I bought an iwatch but the store doesn’t keep them in stock so they said I’d have to have it mailed to my house or the store. The store I was at is an hour from my house so I would not have been able to get it much later if going to the store so I told them to send it to my house. The package arrived the day it was supposed to but looked banged up on one end and had extra tape on that end. When I opened it the seal on the watch box was broken and you guessed it…no watch only the charger. The separate strap box was still sealed and no problem with it. I called the store but you can’t actually talk to anyone at the store it rolls over to the 1-800 BESTBUY. They tell me no problem they will issue a replacement or refund and I can go in the store or she will ship me a label. I decide to go into the store but one closer to my house. I tell the manager and he starts fussing how this should have had to be signed for so it wouldn’t have been tampered with. I’m like it wasn’t tampered with on my doorstep. I have a camera and no one else came up after the guy dropped off the package which you can clearly see the banged up box on my camera and the picture the delivery guy took, and the extra tape on the bent end. You can see the box was bent in on one half so someone could reach in. It came to my house that way. He then makes comments like I am somehow the dishonest one. Saying there isn’t a product to return or replace so he can’t help me. I KNOW THERE IS NO PRODUCT!!!! I received an empty watch box with a broken seal.Then he says well it isn’t my store you bought it from so I can’t help you, call 1-800-BESTBUY. So, are individual stores, individually owned now? I told him I did call and they are who told me I could come into the store. So many 1-800-BESTBUY calls later and I have been told 3 to 4 different things. They say there will have to be an investigation in one call and someone will be reaching out for more information and that he can have them do it through email since my job does not allow for me to take calls anytime during the day. The next day a guy calls, Frank, asking if my situation has been resolved and to call him back if not. I try to call back and the store seems to keep their phone on rollover to 1-800-BESTBUY so I get customer service all over again. This time telling me there doesn’t have to be an investigation she’ll ship my replacement to the store. That store is an hour from my house so it will take me two hours total to drive there and back and I have no way to talk to the store manager or anyone to find out if I am wasting my time to drive there because the 1-800-BESTBUY employees seem to have no clue what is going on and Frank seems to have no clue that his phones don’t ever let calls come through to the actual store or why would he ever say to call him back. I am locked out of my account due to they have authentication and despite asking the store to update to my new email and phone number it must still be send the codes to my old information so I can’t see anything going to my account. I think I’ll have to call 1-800-LAWYER, 1-800-CORIE BARRY, 1-800-BETTERBUSINESSBUREAU, OR maybe even call… 1-800-FEDERALTRADECOMMISSION. I have been a customer of BestBuy for over 30 years and never have had a single problem before but now I’m treated like a criminal, shoveled around trying to navigate this myself because one person says I can go to the store and the next says I can’t, taking my valuable time, and nothing seems to be getting resolved. I guess I’ll have to see if the last CS rep actually knows anything and it actually gets to the store.

I love best buy. Employees are so friendly and helpful with everything I need.

staff is polite

Great prices great service