Best Buy - Baybrook

We drove over 2 hours for a deal we thought would work for my dad who is terminally ill. There, we realized it wouldn’t work. Instead of giving up on helping us, they found a solution. The greatest interaction I’ve ever experienced with Best Buy. Special thank you to William, Rickie and Kieth.

I have had, by far, the worst experience with Best Buy. I purchased a 75-inch TV, a soundbar, and a full-motion TV mount, and I scheduled installation a week in advance on my day off. Then, just 45 minutes before my scheduled appointment, Best Buy canceled and rescheduled my installation. When I spoke with a supervisor, I was told they didn’t have enough technicians available to complete the job. They rescheduled me for two days later. I explained that I would have to go into work late because Best Buy requires an adult to be home during the installation. I was assured by an advisor that I was a priority customer and would be the first appointment of the day, around 7:00 AM. The day before my appointment, I received a text message from the technician confirming an arrival window of 7:00–8:30 AM. Later that same day, I received another confirmation showing my appointment had been changed to 4:15–6:15 PM with no explanation. I don’t understand how Best Buy expects customers to rearrange their entire work schedule when an adult is required to be present, yet the appointment window can be changed at the last minute. When I called customer service, I was simply told there was nothing they could do. The scheduling problems didn’t stop there. My soundbar installation was originally supposed to happen during the first appointment, but after the reschedule it was pushed back another three days after my TV installation. Even the Best Buy employee I spoke with was confused about why they were scheduled separately. The technician who eventually arrived did a great job. He showed up around 9:30 AM, was professional, and worked efficiently. Unfortunately, the issues were with Best Buy’s communication and scheduling—not the technician. When he arrived, he informed me that the work order only included a basic TV mounting. However, on my receipt it showed that I had purchased both the TV mounting and wire concealment. The technician explained that I was supposed to purchase the in-wall power outlet kit separately in the store. This directly contradicted what the Best Buy sales associate told me when I made the purchase. The associate specifically said he wasn’t charging me for the outlet because the technician would have everything needed in the van and that I could simply pay the technician if it was required. That turned out to be completely false. To make matters even worse, after everything was finally installed, we turned the TV on and discovered that the TV itself was broken. I was then told I would have to exchange the TV and schedule yet another installation appointment. From the day I originally scheduled the installation to the day the replacement TV would finally be installed, it would be a total of 9 days just to get a working TV mounted on my wall. That is completely unacceptable after spending thousands of dollars. After multiple reschedules, conflicting information from different employees, poor communication, separate installation dates for items that should have been installed together, and finally ending up with a damaged TV, this has easily been the most frustrating retail experience I’ve ever had. I expected much better service from Best Buy, especially after spending thousands of dollars. I hope this experience is taken seriously so future customers don’t have to deal with the same issues.

Terrible customer service at this location. I came in to pick up an order for the Insta360 Ace Pro 2, but before taking it home I wanted an expert opinion on the differences between the Ace Pro 2 and the Insta360 Ultra so I could make an informed decision. When I walked in, I wasn’t greeted. I asked for help in the camera section and was told an associate would be called over. After waiting about 20 minutes without seeing anyone, I asked for an update. The employee told me he had called someone, but they were busy. It would have been nice to know that from the beginning instead of leaving me standing there wondering what was going on. About 10 minutes later, an associate finally arrived. I started asking questions about the differences between the two cameras, and to my surprise, he simply Googled the information. What’s the point of going to a tech store for expert advice if the associate has to look everything up online? I can Google it myself or ask ChatGPT from home. Unfortunately, it got worse. After deciding which camera I wanted, the exchange process was incredibly chaotic. The associate brought the wrong item, attempted to process the exchange incorrectly, and even told me I would receive a gift card despite the fact that I had paid with a credit card. I had to point out that he had selected the wrong product. Then there was another 15–20 minutes of the associate walking around without communicating what was happening, only for me to eventually realize he couldn’t locate the item. The lack of communication throughout the entire experience was extremely frustrating. Everyone seemed to be moving at a snail’s pace while leaving customers completely in the dark. In the end, I returned the item and decided to make my purchase at a different Best Buy location. This was one of the most disorganized retail experiences I’ve had in a long time.

Bad experience at this location yesterday. This is the Best Buy store of preference. Close to me and have bought many, many things here. I was looking for 2 LG tvs and 2 tv mounts, I waited a while and someone showed up. I told him what I was looking for and he gave me some info and said he would be back. After 30 mins and this person still not back. (Don’t remember his name but has an unusual name or nickname). Went to the front and ask the person at the door, (an older man with long hair) I asked if I could get help and annoyed he replied that he was short handed and that’s all he said. Not an apology or anything. I back and waited a little longer and still no one to help. Decided to leave and as I was leaving at told him that I was surprised how they could have someone so rude at the door and He didn’t even look at me, he ignored me. I work in customer service and have been doing this for many years and take my job very seriously and when people in customer service are rude they need to get a different job. When I said this to this guy I didn’t say it raising my voice, I thought maybe then he’d apologize and say; I’m sorry, we’re short handed today but if you please come back tomorrow, we’ll be better staffed but that didn’t happen. Good thing is we have other choices and will buy my tvs somewhere else. It’s a shame, this store was were I bought all my electronics.

Best Buy sold me a lemon! I bought a GE Cafe French door refrigerator. After one month it stopped cooling both fridge and freezer. They came out and addeda part they said was missing. Since then I have had numerous problems mostly with the freezer thawing out completely every few days. GE guessed it may be the compressor so they changed it, It worked well for few months, then again the freezer started going out every few days. The techs that have come to look at it have not been able to pinpoint the problem. Two weeks ago they replaced the mother board. This weekend the fridge and freezer both stopped cooling. I bought a thermometer to test the temp and it read 60 inside the fridge. I emptied it and unplugged it. They are coming back out to replace the compressor again! I have the extended warranty so it’s covered, but the amount of food that has gone to waste is not covered by warranty. I spoke to customer relations at @cafeappliances they did not offer any help I now need to replace my stove, but I won’t buy a GE product!