Best Buy Fox Point

Placed order at different location for a shipped item. Shipping service was Roadie and shipped from this store. Employee stole my $700 item and swapped it with a worthless one. Recorded the entire process.

I recently purchased an open-box Dell 15.6” Touchscreen Laptop from the Best Buy website listed at $284.99 in “Good” condition. The listing clearly stated it was sold by Best Buy and available at the Fox Point, WI store location. The same laptop retails for around $600 new. Before purchasing, I went to the store to inspect the laptop in person. It appeared to be in excellent condition and worked properly. However, when I attempted to purchase it in-store, it rang up at $485. Employees and the store manager refused to honor the website price, despite the SKU number matching exactly and the listing not stating “online only.” I was incorrectly told it was sold by a third-party seller, which was false. I was then forced to purchase the laptop online while standing in the store. Just minutes later, I received confirmation that the laptop was ready for pickup the exact same laptop already sitting in the store. Later, when I returned to pick it up, an employee offered an additional $20 discount for the inconvenience if I returned and repurchased the laptop. After returning it, the store again could not sell it back to me at the correct price and told me I had to wait over 2.5 hours for it to be released back into inventory so I could repurchase it online again. During this entire process, I was repeatedly pressured to buy more expensive laptops with fewer features. I was also told I could only receive the additional $20 discount by applying for a Best Buy credit card. The employee began entering my information for a credit application without clearly explaining that my credit would be run. I find this extremely dishonest and unacceptable. In the end, I eventually repurchased the laptop online for the original $284.99 price, but the entire experience was frustrating, misleading, and handled very poorly from start to finish.

Based on my recent experience at this Fox Point location, the customer service here is incredibly frustrating. The store is significantly understaffed, and the employees who are available completely lack basic product knowledge. Trying to get clear, accurate information on specific high-end electronics is nearly impossible, and the staff seemed entirely disinterested in helping. They never even asked what I was in the store to do? (I was ready to buy a $2000 laptop) I ended up walking out without making a purchase because the service was so poor. I highly recommend looking elsewhere if you need actual customer assistance or knowledgeable staff.

I tried my best to support brick-and-mortar retail stores. I ordered a gadget as a birthday gift , tried to pick it up the same day, and requested a gift receipt. Not only did I wait in line for 30 minutes for an online pickup that was already ready, but I also didn't get the gift receipt. The cashier had no idea how to produce one. To make matters worse, a large pickup sticker was stuck directly onto the box, even though it was intended to be a gift. Thank you, Best Buy, but I'm not coming back anymore.