Best Buy is a retailer offering a full selection of technology including HDTVs, computers, cameras, gaming consoles, appliances, cell phones, tablets, and Geek Squad services. Customer experiences with the business vary significantly. Many customers report positive and helpful interactions with the associates at the physical store, describing them as great and able to provide good service, correct errors, and ensure customers get the best deals. Easy online ordering and in-store pickup is also noted. However, there are consistent and serious criticisms of the call center and online services. Customers report major issues with canceled orders not being fully processed, leading to incorrect credit card charges and unresolved balances requiring numerous calls. The call center is faulted for creating errors, providing no resolution, hanging up on customers, and failing to provide promised manager callbacks, leading to hours of wasted time. Some feel the business does not care about providing a great customer experience for large appliance purchases. Within the store itself, service can be inconsistent. While some purchases are smooth, customers sometimes encounter limited staff availability, leading to long waits with no assistance. There are also reports of restrictive store policies, such as staff being firmly told not to perform standard setup services like installing screen protectors or transferring data during busy periods, even when the store appears quiet. Some customers also note the presence of third-party vendors and express that Black Friday deals were not as good as in years past, though appreciating the ability to see products in person before purchasing.
