Best Buy Newport News

So after doing our research and deciding on a TV my wife and I wanted to purchase we decided to go to BestBuy to pick one up. We already knew which brand and model we wanted. We are Samsung loyal people. Also we are not the type that have to have the latest and greatest electronics and tech. When we got there the gentleman at the front was inviting and greeted us promptly. That was the END of a good experience so far. We made it back to the TV's and we had a question on what the difference between QLED and OLED. HUGE MISTAKE. At that point the young man never completely answered the question and just proceeded to tell us why we needed to buy a Sony and basically Samsung was a bad decision. Even after asking us is it because of quality or brand that we chose Samsung I flat out told him. Both but brand because we are comfortable and confident in Samsung he just continued to UNSELL a TV. It got so bad my wife walked away and I got uncomfortable. All he could say was "for example" but not really giving the example. This behavior gives Professional Sales People a bad wrap. It was like he just got out of a sales seminar and missed a HUGE part of the training. LISTEN to your customers. Instead of trying to sound smart and act like you are the TV guru. Focus on giving you customer the product, service and experience they want. By all means if you believe that Sony is the greatest TV out there buy one. But if your customer is looking for a Samsung, how about this? Sell them it. Anyway we left with a TON OF ANXIEY and NO TV.

Calling this Best Buy is the worst decision you can make. The AI bot that “assists you has an arrogant attitude” unhelpful as hell- refuses to forward to human - requests the product number - assumes you are on line looking at a produce. Bad move Best Buy- when I finally was told it would forward me to an agent it hung up on me. WOW YOU LOST ME - bye Best Buy!

By far one of the worst experiences I’ve ever had dealing with a company and their customer support. I had an installation scheduled Oct 10th. The evening of Oct 9th I received an email saying it was cancelled with no explanation as to why, so I called for clarification. The rep I spoke with said they are unable to tell me the reason for cancellation and said I’d just have to reschedule it via the link in the email. The same day, Oct 9th I tried rescheduling via the link in the email but no dates were available at all… this year or next so I called back. The person I spoke with next said they’d submit an escalation request and contact me Monday, Oct 13th with more information. I asked how initiate the refund process but the rep would not tell me and kept assuring that I’d have a response Monday to have my install scheduled. Monday, Oct 13th came and I received no update. Wednesday Oct 15th I finally got an email saying I “need to call to reschedule the delivery/installation”. I called again, Oct 15th trying to reschedule with all of the information provided from the email but yet, the same exact thing happened. All of the dates were greyed for the entire year so the rep said he’d submit an escalation request. I informed him I already have one and gave the number. After checking the previously submitted escalation request he said there’d been no progress on it and all he could do is submit another escalation request. So I asked again, how can I go about requesting a refund and finally, someone was able to help me.

Joshua definitely went above and beyond from customer service to even helping loading my purchase in my vehicle! If you come here ask for Joshua to help you!