Customer service is awful. I went on a weekday when it was not at all busy. I needed a computer and accessories for my dad, who I was visiting from out of town. I stood in front of a sales person for about 5 minutes who was at a computer. No, "I'll be right with you." No eye contact. No nothing. Completely ignored. Other sales people were chatting with each other but offering no assistance. I sat in the parking lot and ordered all the things I needed off Amazon. And while I'm not happy with Amazon these days and would rather avoid using the service, It was so much easier to purchase through them to avoid the frustration of poor customer service. read more

My name is Tom King, 69 years old, from Lawrence, KS. I have purchased all my electronics from Best Buy since the mid-1980s. On Friday, April 25, I went to the store at 2020 W. 31st Street in Lawrence to buy a new phone. Johnathan was my salesperson. I needed an unlocked phone, Verizon-compatible. I'm a senior on a tight budget and he recommended a BLU G54 128GB for $119.99. I also purchased a one-year warranty for $29.99, and paid $39.99 for the data transfer from my 11-year old Motorola phone, also purchased at Best Buy. The total sale was $207.73. Johnathan transferred the SIM card to the new phone. The data transfer took 3.5 hours but I was still unable to connect to Verizon for service. I went to the BLU website that evening to verify that the G54 is compatible with Verizon, ATT, T-Mobile, Cricket and others. The BLU website confirmed that. The carrier specs on the G54 page on your website omit Verizon but include ATT. I was very clear with Johnathan that I was a Verizon customer and he assured me that the BLU G54 was Verizon-compatible. I returned the next day and talked with Zac. Very helpful and knowledgeable. He contacted a Verizon technician who verified that my account was in good standing, and that he recognized the device but couldn't connect me to service. Zac tried several possible solutions without result, eventually concluding the phone might be a dud. He replaced the phone, transferred the SIM and the data, but the result was the same. Zac advised me to go to the Verizon store. At the Verizon store, they told me the phone was an unsupported device. They tried two different SIM cards without resolution. The next morning I went to ATT, my Internet carrier. After another hour of trouble-shooting, they too found that the G54 was an unsupported device. As I had been without a phone for four days, I purchased an ATT phone and am now able to call and text. This morning, April 28, I went back to Best Buy to return the BLU G54. I dealt with Jared, the manager. He insisted the phone was compatible with Verizon and ATT when it clearly wasn't. His talk was accusing. He first tried to refund me $163.99 against the original sale of $207.73. When I disputed the restocking fee, he said, "My salespeople spent a lot of time on you and those guys don't work for free." This statement was witnessed by an employee in training. He also told me not to "try to avoid the restocking fee" in the future. After more grumbling, he refunded the full amount. The refund has yet to be deposited in my account. I've been a loyal Best Buy customer for over 40 years. I was planning to replace my MacBook Pro with a new Air this month, but after my encounter with Jared, I'll buy direct from Apple for the first time. I'm glad to see that Best Buy is doing so well that it can afford to discard lifelong customers. You sold me a phone based on compatibility with major carriers, particularly Verizon. Both Verizon and ATT declared the phone incompatible. Isn't that fraud? read more

HORRIBLE CUSTOMER SERVICE. A two-week return policy is PATHETIC. My dashcam broke after three months and I have no recourse. I tried calling their customer service department, it's a joke of broken English outsourced jibberish and all you get is the runaround if they don't end up hanging up on you. I need to cut up the Best Buy card, to risky to purchase anything there. read more

I went in for my keyboard to be repaired only for the repair team to make the problem worse! I walked out with my keyboard more broken than when I walked in. Repair team did not know what they were doing, gave horrible advice for a solution, and did not tell me they broke my keyboard further. read more

Today I had the worst experience in customer service I've ever had from a big box retailer. My friend, who is handicapped, bought a Sony TV from this store, they gave her a delivery window of Wednesday between 12-6. So far so good, then 8 AM Wednesday morning they show up unannounced, of course no one was home. They even left a voicemail that they had the TV there. When informed no one was home, they said maybe 12-6.....then supposedly the truck broke....another reschedule, this time 4-8...so another delay. Guess what, no delivery but a call that it would be there at 7 AM Thursday!! Thursday morning no deliver. Call to the Lawrence store got a BS response of, "well it's our busy time of year and we have no control over deliveries". The "store manager" Liz, gave me an 800 number, (which wasn't even the correct number). After several calls I finally got a delivery expediter who said it would need to be rescheduled, maybe for the following weekend !! Another call to the Lawrence store manager who seemed eager to do a quick refund apparently to make "her" problem go away. There's a reason Best Buy is always teetering on the brink of Chapter 11 bankruptcy. Their customer service SUCKS. I'd like to support a local location but this is exactly the reason Amazon is winning. Avoid buying major electronics at this location !!! read more

Best Buy has many good products not available in other stores in Lawrence. In addition, the sales staff is qualified and can be very helpful. But the corporation's business practices can be deceptive. For example, if you contribute to United Way, you may have a "Caring Club Members Reward Card." Various merchants offer discounts to those having that card. Online the Caring Club quotes the following from Best Buy: "5% discount off any item from the following categories: Entertainment, Computer Products, and more Stuff." This wording is misleading (I'd guess intentionally). It should say "computer accessories," since they do not consider computers to be "computer products." Very annoying that they are using a charitable organization to proliferate a misleading form of advertising. If you search online, you can find more detailed information. But I just carry in my wallet the Caring Club benefits list and summary. I do not carry a computer to stores to search for more details about their advertising. The problem is not that they do not offer the discount for computers. The problem is that the choice of words on the Caring Club web site is misleading. They honor that discount only on accessories. Also be careful about the "setup charge" for computers at Best Buy. If you don't ask for the price, you might be shocked when you pick up the computer. You might prefer to do the software setup yourself. Alternatively, you might prefer to buy at Office Depot, which has never charged me that setup charge for the computers I've bought there. Of course if you highly value what Best Buy does for setup and feel it is worth their charge, then go for it. read more

What a mess. An absolute mess. I had called this store a week or so ago. I spoke with a CSR who said I could get free delivery if I spent over a certain dollar amount on a television I planned to purchase. I told him which set I wanted to buy and he assured me that I would meet the requirements for free delivery. My VIZIO crapped out and I was sans-TV. He also said I could get my old set recycled for no charge. Win-Win, right? Today I went into the store to buy my new TV. The salesman, Nil, was VERY high pressure and kept telling me he did not work on commission. About 10 minutes later he told me he would only make about $6 on the sale. HUH?? He kept referencing cars "Would you buy a Kia when you could buy a Beamer?" "You wouldn't put diesel fuel in a Ferrari so why would you get THAT tv when you could get the 6 cylinder set?" After the 4th or 5th time, the car references got very old. VERY OLD. He kept steering me to the high end and pressure, pressure, pressure. I asked for some time alone. I made notes about the other sets and came home. After some research, I went back to BB and picked out my 50" set for $611. Nil said I did not qualify for free delivery because the sets have to be at least 51". WTF? I had a lengthy discussion with the manager, Matt, about that policy. Finally decided I could get a 55" set for $24 more and get the free delivery. Not so fast. They didn't even carry that model in three states despite the fact it was on display. Back to square one. Picked out another set, Manager Matt waived the *GULP* $70 delivery fee but would not waive the $15 recycling fee on my old set. You would think if they were delivering a set, they could take away your old one for free. It wasn't costing them anything to drive there to pick up the old set since, I dunno, they were already there delivering the new set. Despite the fact that I was also going to purchase the warranty for $100 + you would think they would give me a break. After you spend close to $800 at a store, you would want some concession. Nope. The delivery was scheduled for five days from purchase even though the set was already in the store and I lived half a mile from BB. At that point, I had a panic attack. I told them to get me the 50" set, ring it up and get me out of that store as fast as they could. Nil was *kind* enough to help me to the car with the new set. Just not a good experience. The deal was not what I was originally told and they acted like I was trying to pull a fast one over on them. Then my second choice was not in stock anywhere in North America despite the fact it was displayed prominently in the store. On my final choice, they were still going to stick me with a recycling fee (it was not the money but the principle) after I had dropped $789 and deliver a product they had IN store to me five days later. When I was checking out, I was in tears. Nil said, "I can't help you set your set up. They fired someone for that a few weeks ago." I looked at him and said, "I never asked you to help, did I?" Bastards. I will not ever go back. It was a horrible transaction. Sales staff was condescending and patronizing to me. I am not through with them yet, by any means, either. read more

Be careful: They will try to swindle you by ringing you up at a higher price than the tag. 2 times in a row they've tried to do that. One time? Maybe a mistake. Two? That's intentional. Shame on them. read more

Negative stars. I had an Apple product needing repair under an Apple program. Apple directed me to Best Buy as an authorized center. After I had waited a week for an appointment Best Buy looked at the product, decided on their own there was too much damage, and refused to take it in as Apple's representative. No concerns, no suggestions, no nothing. I called back to Apple and told them what had happened. Apple immediately arranged for shipping and repair. Best Buy is worse than useless. I wouldn't go back if they were giving products away. read more

Geek Squad in the Lawrence Best Buy store replaced a battery in one of my iPhones and broke the Touch ID, then refused to take responsibility for it and would only offer a meager $20 over the cost that I paid for the battery repair towards a new phone. If you botch a repair, you should back your work and replace or repair what you broke. I won't be a Best Buy customer anymore, and am returning all Christmas gifts I purchased there. read more

Wow, clearly the first reviewer is a little too excited by Best Buy. Manufactured from the moment you walk in the door to get you to by the latest and greatest, the tone for the store is set by the security booth stationed right at the door. Clearly, this is a store with big expensive things and you, the common person, can't be trusted to not succumb to the overwhelming urge to grab the latest Rock Band game and try to smuggle it out under your shirt. That said, they're basically the only game in town for electronics stuff, so for better or worse, I shop there to save the half hour drive into Kansas City. Almost always more expensive than you'll find online, or even in other stores. Their salesforce seems to take a particular delight in customer stalking, that is following you "discreetly" until you show interest in a product so they can swoop in and show off the sales skills they learned in an hour-long orientation and training class. Ask them about anything Mac-related and they're clueless. Ask them about anything beyond the most basic of computer questions and they're clueless. Basically, ask them anything beyond "Are you wearing a blue shirt?" and they're clueless. Oh, and don't under any circumstances take a computer there for repair. Just don't. No really. And for the love of non-existent God, no, I don't want to sign up for a Best Buy Rewards card. Just let me exchange money for the goods I'd like to purchase and leave your store. Oh, and I don't appreciate the suspicious eyeball as I walk out either. read more

One of my favorite songwriters, Sierra Hull wrote this tune in the parking lot of a best buy and... well. it suffices as review too. I like this joint. You can buy me the best, say you love me like the rest, But don't think I'm gonna buy the words you say. You can tell me your sweet lies, with those pretty big blue eyes, But don't think I'm gonna give my heart away. You can tell me things untrue, say you want me like you do, And that you'll always be the one that's by my side, But I won't buy it, I'll deny it, cause I know it isn't true, Cause a million times I've heard these lies from you. [Chorus] That you're gonna give your all and do your best, Make me the happiest girl that's ever known a love so true. Tell me that you love me so, and you will never let me go, But I know it isn't so. Cause the best that you can buy, don't you think it's gonna fly, Fly over like the lies I bought before, Cause you can take your stuff, I've had enough, I'll even hold the door, Cause I ain't gonna buy it anymore. [Chorus] That you're gonna give your all and do your best, Make me the happiest girl that's ever known a love so true. Tell me that you love me so, and you will never let me go, But I know it isn't so. read more

Non commissioned sales people. This means the sales staff has no incentive to sell you anything you don't need! They will tell you what products they think are the best, not which have the most mark-up. Being a college town, most of the employees are students who work part time and actually really like their job and are excited to help customers out. PRICEMATCH! They are competitive with prices (usually) but they price match during the return period (30 days) so I don't have to worry if I'm paying too much. Their Geek Squad offers warranties on everything in the store, I have it on my iPhone and tv and have used it on my tv. Hassle free+fee free=awesome. The local store does not have Mac or Magnolia store in it so if you want big money items it will have to be a bigger Best Buy. read more

My family and I love our electronics and games so we are constantly coming to this store. I don't shop for electronics anywhere else! I have never had a proble with customer service or them being too pushy. I just bought a laptop today (10-28-11) and was pleasntly surprised that the price had dropped by $80 from a week again when I went to check out the computers. We got a $50 discount because they did not have my laptop 'in the box'. However, it cost us $100 for them to remove everything and to create a backup disc. It also took them over 4 hours to do! They said they would call when it was done but at 9:30pm (they closed at 10) I decided to go in a check. The laptop still had 15 minutes to go so we wondered around. It only took 5 minutes and the geek squad manager came to find us in the store to give us the laptop. I have another big purchase here, a $600 camera. I have NEVER had a problem with the camera and the support that I have gotten from the store and their employees. My boyfriend and I have also done black friday shopping here. They have amazing savings, last year we got a Wii and a 32 in flat screen for $400. Not bad! We got there are 7 pm the night of Thanksgiving, were second in line, and were very happy when we found out they come out at 3 with tickets for the big ticket items. Once you have a ticket for your item you can leave and come back later that day to pick your item up and pay for it. read more

I made an appointment with their "Geek Squad" to do a simple repair on my phone. My carrier looked at my phone and said it should be an easy fix and I should head over to Best Buy. I dropped off my phone and the worker ran a "diagnostic" on the phone, he told me that he cannot fix it and that no one else will be able to, and by told me I mean man-splained it all to me. I am a computer science major and now how technology works. I went to another phone repair place in Lawrence and they were able to fix my phone in an hour. Do not waste your time here. read more

Terrible customer service! I bought a charger there 18 days ago for a computer and since then I had to purchase a new computer. I tried to return the charger today but they will not allow any returns at all (store credit or otherwise). You're a major chain - that type of customer service is ridiculous. I will never shop at Best Buy again. read more

Horrible customer service! Liz the manager needs a class in how to talk to people and not be condescending. Trying to support local store during pandemic - but they will no longer get my business. She is terrible for the store. Hope her boss is made aware of this review! read more

One of the worst stores I have ever dealt with. Placed and order on line.. and then it didn't show that I had. I tried calling to find out if it hand gone through and was put on hold.. 4 different times and never did answer. Sorry Sorry way to run a business. Pass this on to your friends as I am going to. Never go back there!!!! read more

Great place to go for all my gadget needs. The people there are friendly, they were really helpful that you would think they make commission but they don't. They even helped me trying to find an item in Amazon just so that they can price match it and save me a few dollars. I will always be a great loyal customer to Best buy. read more

Horrible customer service. Zero communication about what was happening with my computer repair. I had to call twice and got two different answers. They did not contact me when they couldn't fix my computer and let it sit in their repair shop for two weeks. When I voiced my concern I was brushed off. Will never bring my business to Best Buy again. I never leave reviews but I am so upset with the service I received. read more

I called in for some info on a device. Got put on hold 3 times before I got my question out. I went to Kohl's next door with no problem. Thanks for nothing Best Buy read more

They have horrible customer service and I will never use this Best Buy again. They have an item that we were needing for an event later today and when we called to ask if they had it (since it said few available) the lady said she had no idea what we were talking about and refused to help look up the item by the sku #. She assumed since she didn't know exactly what item we were talking about off the top of her head then it must not be in their Best Buy, even though it said they have some in stock at that store. After refusing to help us out in any way she then hung up on us. I refuse to ever use this Best Buy again and if I can help it I will never use Best Buy again. read more

Horrible service. I was in to purchase a phone screen and have it applied professionally. Two clerks were working the phone department at the time. The one who was helping me was very friendly, but didn't know how to apply the phone screen. She asked the other clerk to help her, who rolled her eyes, sighed, and reluctantly agreed... but only if she talked her through it. She said "you probably don't need to know this because you're leaving soon, but we'll have you do it". In addition to having an inexperienced person apply my $40 phone screen, she took her time helping two other customers (who came after me) and answering a call before she helped the clerk complete the application. read more

Horrible. I just called about my phone warranty and of course they have no record of it. Money well wasted.

We spend over $200 a year on membership for Total Tech Support. We spent a whole day calling and waiting for calls for the 24/7 service. It takes long waits to get through to the Best Buy call center and even longer getting to a tech. Once we got helped we had to wait for a call back. Not just once, but twice. Nothing was accomplished with either call back from the techs. Even when calling Best Buy customer service for any type of help, such as an order, return, etc you get no where after long waits. We can no longer call our local Best Buy in Lawrence at 785-843-0657 and speak to someone local because it is now answered by Best Buy national phone center, which is actually answered in another country. Best Buy's customer service is over. This is true for all big box stores. It is not the employees fault. It is the powers that be. All corporations are no longer interested in either their employees or customers well being. We are expendable. It is just too easy to hire a new employee or leave a long standing customer on line without service. read more

I bought an Xbox One controller from this store yesterday and it's defected. When I took it there to get it replaced, they refused to replace it. This store and company are thieves. I will never shop here. I highly recommend that you don't shop here so you're not ripped off. read more

Sure people have a friendly face, but that's just the tip of what a seasoned company should be able to do. They can't replace a key on a keyboard...? What??? How is that even possible? Fiancee busted a key and broke it, and the geek squad didn't even have the ability for one simple stupid key. Secondly, they offer a screen protector service for $8 to put it on in-store for the guarantee of using more if they mess up. Catch: they Dont tell you that the most qualified employee uses 2 hours of your time and 3 separate protectors to do this. To boot, his response is "oh don't worry, I get paid by the hour". Thank you sir, you're super helpful. What crappy service. read more

Lifetime warranty on their mobile electronics installs is nice. Unfortunately I took the car in to get a remote starter repaired. Said they fixed it, it didn't work properly. Went back the following weekend. 4:00 appointment, come 6:00 they told me not only did the remote start not work but now the car wouldn't even start with the key. So, no transportation Saturday / Sunday. They had to have the car towed to Toyota and hopefully their technicians will be able to fix it. read more

I walked in and immediately an associate (Keith) walked up to me and asked me if there was anything he could help me find. I showed him a picture of what I was looking for and he walked me right to it. Then rang me up so I avoided the whole line! read more