Best Buy is an electronics retailer where customer experiences vary significantly. Some customers report helpful staff, a clean and well-organized store, and successful, quick purchases with assistance at different price points. Other experiences are described as pretty middle of the road, neither great nor bad, though sometimes finding an employee for help can take quite a bit of time. However, several reviews describe negative and frustrating experiences. These include problems with defective products straight out of the box, where returns involved difficult policies, demands for cash refunds instead of gift cards, and unexpected fees for resets. Major issues are reported with installation services, including canceled appointments without notice, long waits for rescheduling, and significant unexpected cost increases for promised features like steering wheel controls and Sirius XM. Customers describe horrible customer service, being left on hold or hung up on, and finding it almost impossible to call the store directly. Some note that a particular location is small compared to others, leading to smaller selections, a lack of variety, and higher prices. While management can sometimes help resolve issues with discounts, the process often requires a lot of effort and time, leading to an overall bad experience that makes some longtime customers doubt they will return.
