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March 2023 by Tajhma B.
Before I even get to the Geek Squad appointment. I have to preface this by saying that I was very clear in what I needed when I spoke to the customer service individual responsible for scheduling appointments. I gave her a very detailed account of the fact that my printer needed ink so I purchased ink but it still wouldn't print. I explained that based on my own troubleshooting, it was clear to me that the printhead was clogged. I explained that I was looking for someone to unclog it. I explained how it was difficult to find anyone that fixed printers and was hoping that the Geek Squad could help. I was assured that they could. So, I made an appointment for Tuesday, March 21st. Mason came out to my home at about 1pm on that day. I shared with him the exact assessment that I shared with the customer service person that scheduled the appointment. As Mason pulled my printerhead out of the printer, he indicated that the Geek Squad didn't "repair" printers. But that he would unclog the printhead to see if it would print. His version of unclogging it was wiping the printhead on my copier paper, then inserting it back into the printer to attempt to print. During this time, I asked him if he needed alcohol or something because he mentioned that people often used it. He replied that he didn't. But, he repeated those steps about 3 times before recommending that I replace the printhead which he looked up on Amazon and told me would run about $150 which may not resolve the problem. So I might want to just replace the printer. For that 15 minutes of effort, I received an invoice for $99.99. He hovered here until I paid the invoice and then left. As I searched for printheads online, I came across videos of people actually unclogging the printheads of the same type of printer that I have the HP Officepro 8600. I realized that I was scammed. I learned that in order to unclog the printhead, it actually needed to be flushed out with a solution which was not done. So, I called the Geek Squad to let them know that I was scammed and didn't receive the service that I requested. I was then told that they don't offer that service. So I asked why the customer service person that scheduled my appointment didn't tell me that. Then they proceeded to read me back half of what I stated my printer problem was, which I didn't realize until I saw the invoice was identified as printer troubleshooting. That is when I realized that I was really scammed and asked to speak to a supervisor. After informing the "supervisor" Dana (probably not her real name and she probably wasn't a supervisor) of what occurred and that I felt that they owed me my money back for not delivering on the services that I requested. She told me that she would get back to me in 2 hours. I have not heard back from Dana yet and it is 3/27. I paid with a credit card and plan to dispute this charge with my credit card company. This isn't fair to consumers to be ripped off by the Geek Squad and then blown off because they don't want to address your concerns. Simply pulling the conversation with the customer service person that I ended up scheduling my appointment with could clear this entire situation up. Instead I have wasted a total of 2 hours of my life that I can't get back. I say, don't ever utilize this service. Because they are associated with Best Buy and I have already had a bad experience with them, I don't think that I will be patronizing them at all after this.
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March 2023 by Lori C.
Talk about nightmares! Bought my car stereo, had it installed by the geek squad. They didn't put my car back to correctly and didn't even install all the parts. District manager called me and told me that this store would correct all the problems. I show up for my appointment and the two males working in the mobile install told me that they would not repair my lift gate. It simply needed a self tapping screw. And they were saying that they could get in trouble for damage. I told them that their manager knew what was going on as well as two other store managers and the district manager. I went in the store and spoke with John who at first was appalled that his techs told me they couldn't fix it. He told me that I could let them fix half the isue. I said no. He replied with "You are free to go somewhere else." I will never step foot in that store.
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November 2022 by R.P. S.
We ordered a refrigerator over the phone with a delivery date of 11/12 even though the icemaker could not be delivered until 12/22. Then we received notice the icemaker would be delayed until 12/30. On 11/11 at 5:53 pm we receive an email confirmation for the refrigerator delivery on 11/12. At 10:45 am on 11/12 we went online to track the refrigerator delivery and it was only showing the icemaker. We called and was put on hold for 14 minutes before being able to speak to a live person. After putting us on additional holds, the rep told us that the delivery was being rescheduled but couldn't tell us why or when it would be delivered. She could not tell us why we weren't notified but said email confirmations go out from a different system which they have no control over! The right hand doesn't know what the left hand is doing! The store should be called WORST BUY ... they are definitely not a best buy! I would give them no stars if allowed.
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September 2022 by Carla K.
Hardly ever has what I need in stock. Like ink cartridges and usb to usb cables. The staff on the floor never seems to be able to help.
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July 2022 by Todd S.
Stopped in Sunday. Got on the list to speak to a sales person in the car audio speaker department. was told about 10 or 15 minutes to wait. After waiting 45 minutes, I left. This happened in this Duluth location. The same thing happened Saturday in the Snellville location. Best Buy needs to stop selling car speakers if no one can help.
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August 2021 by Omar T.
Purchased some tv mounts that were the wrong size. I walk into the store to return them and was directed to the customer service desk. Nearby in plain sight and 5 feet away, Selena and Esther enjoyed a meaningless conversation, never to acknowledge me. I literally stood there for 5 minutes until another random gentlemen came by and I asked if I was in the right area for customer service. He said I was, then signaled Esther to come and help me. Esther directed me to carry the heavy tv mounts to another desk instead of just taking the receipt from the customer service desk. It was so nice to have finally got her attention. I won't be returning here again that's for sure
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June 2021 by Danny N.
Why should your customers have to hunt you down for assistance? Every time we come here we hunt you and some of you seem to do a good job at dodging. Poor service!
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May 2021 by Paul R.
I hadn't been to this store in a long time but Best Buy is on of my favorite electronic stores on side of the Apple store. I had to go over one day to do an exchange on some beats headsets that I had. The exchange was very quick and not problematic at all. All of the staff were wearing masks. I try to go in and do what I need to do and leave. If not I'll start browsing the store just to see what I want to buy next.
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March 2021 by Janos J.
Back in the days I used to like Best Buy, but lately, everything about BestBuy has gone done. I have visited this location (and others) and every time I do, it is always the same thing. We do not carry it, go online. I go online and when I try to buy it, they don't ship it or do not allow pickups. Honestly, I do not know why Best Buy even bothers to have stores, they should just stick with online as they barely carry any in-store inventory. Now they sell pots and pans, rice cookers, and things just so it appears they have something to sell you. [Review #631] (3rd Review of 2021)
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September 2020 by Stacie N.
Awesome customer service!!! This was my 3rd stop in hopes to find the new Apple Watch Series 6 Blue Aluminum Case 44MM for a birthday gift. Masks were required to enter & all the staffs were really friendly & helpful, especially Ti!!! ^^ At first, he checked the system & it was only available to ship in October but he didn't give up & was determined to help me. After a short wait, he found one in stock at the store somehow. Yayyyyyy!!!! ^^ It was a pleasant surprise for me considering I had no luck at the other stores & Apple wouldn't ship until November. (: Thank you Ti & keep up the great customer service!!!!
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August 2020 by Erick S.
tried to call this location Wed. 8-26-2020 no one answered the phones instead of answer a questions for a customer who has not bought a laptop in almost 10 years. So I called the mall of Ga one & Geek Squad member answered my questions about a new laptop. Well he decided to tell me I can not say how many we have in stock but we do have it . I was like well not my problem if i am gonna drive to you which is almost 30 mins and buy it then what is the issue of setting one aside for me? he tells me I can not do that unless you bought it online. At this point I have been trying to get questions answered for like 5 hours. With me now super upset and annoyed I ordered the laptop online I wanted to just buy it and get it done but I accidentally left it on ship to me once I saw it said Friday I decided to wait. It said delivery time would be Friday 8-28-2020 yet I wake up today to a notice about order is in F****** Chicago!! Due to covid 19 my weekends have been a bit empty and boring and long. I was looking forward to the laptop to work on it and start adding my stuff to it. Now it says My new laptop won't be here until Saturday by 9pm.... nearly my whole Saturday lost. I worked For f****** Gamestop and if we did not have a product before ordering from out of state or in state if we could a supervisor or store manager would drive to that other store and do a hand to hand transfer and make sure the employee signs product back into new store... so that the customer never has to go through this...yet instead of anyone contacting me from Duluth so I could cancel order no one in this Best Buy was f****** helpful at all. Thanks for ruining my weekend plans
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August 2020 by Dandre T.
This is starting to be the worst location in the county. I placed an order at noon on Thursday, September 13 for curbside pick up and here I am in the parking lot at 5:01 PM and still waiting for my order to be picked this is the worst location this is not the first time that I have waited so long for a curbside pick up if you're going to say I can receive my order within an hour this needs to be changed on your website regardless of the pandemic
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July 2020 by Rob G.
Horrible. Purchased a modem online for a cable switch for curbside pickup. Never got the email saying it was ready so I physically went there after work before making the trek ITP home, after 3 hours. An irate customer was screaming obscenities and they called the police within 5 minutes of my arrival. I thought she was crazy. Dial forward 60 minutes I have yet to be helped. Turns out my item can't be found so I have to buy an upgraded item and better yet they can't apply any rewards money to the new purchase. Over 2 hours spent there before I finally left with a modem and I didn't get the discount for which I had purchased online. Even called Best Buy help (which they told me in the store would refund me money no problem) and of course useless. Lesson learned. I havent stepped foot in a Best Buy in years and I won't again. That lady at the start of my adventure wasn't crazy, just a natural response to the incompetence at this store.
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July 2020 by Rashad F.
Not nearly enough associates to handle the volume of customers. Needs more help as soon as possible.
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July 2020 by Miquel B.
I just left this Best Buy and I'm extremely disappointed with the online and in-person ordering experience I just had.Yesterday evening, I ordered a four pack of LIFX lightbulbs online for contactless pickup today. I arrive at the store only to be given a box with a slash through it sealed together with Best Buy branded packaging tape. I didn't initially notice this because it was on a face that was positioned down inside the bag. Upon realizing this I returned to the store. I explained that this purchase was a gift for a friend and I had paid full price for the item, I didn't think it was unreasonable to expect it to be in intact packaging. I simply wanted to exchange it for the same item in undamaged packaging. I was told they were out of stock and that the item's damaged packaging was due to issues with repackaging the item after someone had bought and returned previously. I kindly reminded them that that isn't my issue and at the very least then I should have been charged an open box discount price if the item was pre-owned. The cashier said he would talk to his supervisor. After a 10min wait, I was told that I could be given a discount of 10% but I needed to return the item first (which included needing to wait 3-5 days for a refund to process) and then, repurchase the same item at the discounted price. This was clearly intended to thwart my attempt at a reasonable resolution. I'm a Best Buy Elite Member and I find it absolutely ridiculous that this is the type of service Best Buy is providing any customer let alone one that spends a lot of money with their stores in a given year. I said I would keep the item but i was going to make it a point to write a review anyplace I could to express my discontent with this "resolution".Previously it was a no-brainer to check Best Buy first for my electronics purchases, however, moving forward I intend to explore other options before spending money with Best Buy in general and specifically the Gwinnett store.