Best Buy is a store where the employees are often described as wonderful, extremely helpful, pleasant, knowledgeable, patient, professional, and smart. Many reviews highlight specific staff members and the Geek Squad for being amazing, super helpful, kind, and providing big assistance with depth of knowledge. Customers appreciate workers who are patient and offer detailed attention during tasks like returns or diagnostics. However, experiences with the company's systems and policies are frequently frustrating. The website and computer system are criticized as awful, with items advertised as available becoming unavailable when added to the cart, including open-box items. This inconsistency causes inconvenience. Some store-level issues also occur, such as return processing errors where items are accidentally only partially refunded, leading to considerable back and forth with supervisors. In other cases, appointments made for services like AppleCare repairs can be misleading. Customers report driving long distances only to be told the store cannot perform the advertised repairs, which feels like a huge waste of time. There are also complaints about appointments being rescheduled or booked over. While the individual employees often receive a 5-star rating for their helpfulness and professionalism, the overall experience is sometimes lowered to 3 stars due to these systemic and procedural problems. Customers suggest the company needs to revamp its systems and provide clearer, more accurate information on services and inventory to match the quality of its in-store staff.
