Best Buy is a store where experiences with service and inventory can vary greatly. Some customers report good experiences with purchases like monitors, gaming systems, and gear. Helpful and polite staff members are noted, with specific praise for the Geek Squad's outstanding customer service and willingness to provide lots of information. However, many reviews highlight significant problems. Service is often described as horrible, with long waits and difficulty finding anyone to help, requiring customers to take a number. The online order pickup system is frequently criticized for not being good, with the one-hour pickup promise regularly broken. Customers report waiting for very long times, sometimes 90 minutes or more, only to be told an item is not ready or cannot be found, even when the website shows it in stock. This has led to wasted trips, with some people driving from another state only to be disappointed. Inventory management is a common issue, as staff sometimes cannot find items themselves. There are reports of customers being given open-box items instead of new, sealed products as ordered, leading to confusion and extra trips. While some managers are noted as prompt and helpful in resolving issues with discounts and apologies, other staff members can be rude, failing to treat customers with respect or value their time. The experience can depend heavily on which employee assists, leading to a mix of convenience and frustration.
