Best Buy — Attraction in Frisco

It been very frustrating! So I ordered my washer, dryer and fridge in store I guess the person who took my order did not confirm with me on the delivery address and goes by my driver license. It was never confirmed with me so that’s why I was not aware of that the delivery address was incorrect. So when scheduled for a delivery online I never got an email with the address on it until the day before the delivery date so when I notice it I contacted customer service right away to get it corrected. The agent told me it cannot be corrected since it already been finalized in the system and told me to update it with the driver when they call. So on Monday, August 5th the driver call me to let me know they will be there in 20-40 minutes so I told the driver the address is incorrect and updated him the new one. He said he cannot update it, he doesn’t have the right to do that but let him call the main office about it. An hour later I got a call from Best Buy agent saying that they cannot deliver it because the address does that match so they have to drop off our leg washer, dryer and fridge at the warehouse and reschedule for another day. They said another agent will call after 6:30pm to reschedule. I even told the agent how frustrated this is because they could at least call a day or 2 to confirm on the delivery address but there’s no confirmation on anything. I took a whole day off of work because I didn’t get a delivery timeframe until the day before at night time. I have work and it’s nice to know at least ahead of time. So agent reached out to me that evening to reschedule to today Wednesday, August 7th. I told him the situation and told him please make sure it is scheduled for Wednesday. I really need it to be delivery and I cannot keep taking days off for this. It’s very frustrating. I even told him please make sure my delivery address is correct. He assure that everything was done correctly. I got an email with the new delivery date but no timeframe so this morning I called customer service and found out from the agent that according to the note he said delivery will be today but it was not saved for delivery. So once again I have to reschedule to Saturday, August 10th. I had to take a day off today because of this and this is the third time I have to reschedule. I asked if I can reach bestbuy supervisor to let them know how frustrated I am. I have to take days off of work and their side is not organize and on top of their delivery. The agent told me supervisor won’t not be able to help me with this so this is why I’m leaving my review. Bestbuy need to fix their management if they want to keep their loyalty customer. This is not acceptable. Put yourself in our shoe and how would you feel. All of this could of been prevented but it kept reoccurring. I’m very...

Best Buy offers a wide selection of products but it deserves a recognition for its people.

I needed a new desktop and laptop. Mine were 16 years old and could not handle Windows 11. As a senior (73) I avoid change like the plague so I was intimidated when I walked into Best Buy at Stonebriar Mall. Luckily, I was greeted by Eddie Salazar. He spent an hour with me explaining the options, Best Buy rebates, etc. until I made my $4000 purchase of an HP desktop, Samsung monitor and an Asus laptop.

Over the following week, I had several questions and Eddie was always there at the ready to help me and to make things easy to understand. "World Class " customer service!

It gets better!

I brought my old desktop in to Geek Squads desk to transfer my data. The next day, they notified me that there was a problem with my hard drive (crashed) and the data was not transferable. I was devastated. My life was on the drive.

Luckily, Christian Adleta overheard the conversation and intervened, suggesting that my data may be in Microsofts cloud. I have never knowingly used the cloud but thanks to Christian and Microsoft, everything was there. They were able to download my files and life got alot better. I appreciate Christian's intervention and input. Again, "World Class" customer service.

It gets better yet!

I was having trouble at home so I booked a Geek Squad visit for a week out ... but I couldnt wait a week so I called a local computer repair company. They got someone out the next day ($200). The rep was a nice guy. He hooked everything up and then got a call from his boss that my hour was up so he had to leave. Nothing was working right.

When Geek Squad arrived a few days later, the rep JJ was on point. He spent the time needed to get everything up and running. He even corrected what the other guy did. My system hadnt been working because the independent local guy, did not connect my router correctly. Once he found and fixed all the system issues, he sat down with me to show me what my new system could do, showed me short cuts, and completed my list of issues and questions. It was a thorough repair call and everything worked (including my TV's, etc.). I cannot thank JJ enough for setting the standard for customer service.

These three examples are what customer focus is all about. This type of service is rare. I cant thank Eddie Salazar, Christian Adleta and JJ enough for their patience, knowledge and customer focus. Kudos to Best Buy for the products and services they offer but more so FOR ITS PEOPLE. Eddie, Christian and JJ went above and beyond. It was like they were a team ... raising my comfort level with the change and in doing so, solidifying my loyalty as a Best Buy customer.

Thank you Eddie, Christian, JJ. I love my...

I’m truly astonished at how poor the customer service at Best Buy and Geek Squad has become. For years I’ve paid a premium by purchasing from Best Buy and not from elsewhere where the price is almost always beaten by competitors. I’ve bought many accidental protection plans as well as Total Tech Support, honestly an absurd amount. In a day or so it’ll be 4 weeks they’ve had my device, which has not changed status and is still waiting on parts. The same status since the first technician looked at it and they’re still unable to provide any type of estimate, besides the one that blew past long ago. They also are now very exacting on everything their plans don’t cover, certainly not the sales pitch you’re given when purchasing. Also be prepared to be lectured at length about reading your terms and conditions. After 1.5 hours they did finally read the terms of my plans and what do you know I had read them and was correct which they stated after reading them. I’m still shocked due to someone had always previously got this corrected but now the branding of good customer service is gone. Can’t believe I’m saying this but even Fry’s treats customers better. From the online chat group just copying and pasting then closing the chat without providing any help to even over the phone Geek Squad if not out right rude, very disgruntled. If I’d been told on January 1st about my customer experiences at Best Buy and with Geek Squad I wouldn’t have believed it, in 2 decades had never had 2 consecutive bad experiences, now it’s difficult to remember having a pleasing one. To have run me off as a customer took quite a lot, if treated even somewhat decently I wouldn’t be disgruntled but with the difficulty at every step it is just not worth it.

We should feel good about purchasing items but now can’t wait to be done with store credits so I never have to go there again. Also they’ll auto renew items even when you’ve asked the auto renew to be turned off. Have to practically cancel your card due to difficulty to get the issues resolved. Just floored, if I hadn’t experienced it I wouldn’t have believed it.

And at the Best Buy in Frisco on Preston road the Geek Squad manager will tell you they haven’t changed their protection plans in over a decade, he’s been there 13 years. Even do it mockingly with assistant store managers and customers standing there overheating and the managers don’t take any action. What happened to the training, Best Buy used to have the best customer service experience of...