Best Buy — Attraction in Glendale

I drove 60 miles roundtrip to pick up Dragon's Dogma II and Princess Peach Showtime. 6 employees including 2 managers had their hand in my transaction today which mind you was a preorder. Everything that could go wrong did go wrong and unfortunately, this has been the ongoing trend for a few years now. Dragon's Dogma II didn't come with a steelbook so I asked for the steelbook. Another cashier decided to jump into our conversation and blurted out that there isn't a steelbook for Dragon's Dogma II. I said 'Yes, there is a steelbook and it's on your website. I showed him the product page for the game and even the separate product page for the steelbook. The manager of Store #251 named 'Dave' comes over and doesn't say anything for the first 2 minutes as he types away on the computer screen. He then told me that since I purchased the game online for store pickup my order has nothing to do with 'HIS' store and that if I want this steelbook that I'm claiming is part of the preorder then I will need to take it up with the 'Online People'. Stellar customer service Dave, you really made me want to come back to the store and do more business with you. I responded to Dave by saying that I've never been told before that my online order for store pickup has nothing to do with "HIS" store and that I've picked up a countless number of steelbooks at Best Buy that I preordered online for store pickup and Dave say’s “Yeah that's not the way it works” but doesn't elaborate and walks away saying nothing else. Ok... Then I let the cashier know that I also needed to pick up Princess Peach Showtime. He looked for my preorder and couldn't find it so he flagged down Geek Squad to look for it. Mind you, there was a stack of about 20 copies of Princess Peach Showtime sitting directly behind him. Geek Squad came over and looked into it and then told me "Yeah this game hasn’t been released yet”. I then kindly pointed out that the game was right there behind you on the shelf. Then they flag another manager to come over and look into the situation. After much deliberation, he said that the truck that arrived on Thursday hasn't been inventoried yet (It's Friday afternoon) and that's why we can't give you your preordered copy of Princess Peach Showtime. Mind you that Princess Peach Showtime was part of a Buy 2/Get 1 Free deal so if I canceled my preorder, I would be charged $59.99 when this was the free game. I said ok, so you can't give me my preorder but can you sell me the game? The answer was that they can sell me the game but they couldn't give me the game I paid for as part of the preorder and that it might not be inventoried until Saturday. So I ended up buying the game and then changed my preorder on the Best Buy App to be shipped to me but now I’ll have to drive 60 miles roundtrip again to return the preorder when it arrives to get my money back since they couldn’t process my preorder pickup. Additionally, they didn't have the Princess Peach Showtime Acrylic Display Preorder Bonus and said that they had “never even heard of it”. Again, I showed the Manager their Best Buy Website showing the preorder bonus and without even looking he said “yeah, I haven’t seen that anywhere”. So I drove 60 miles roundtrip, all this back and forth took about 45 minutes only for me to come home without either preorder bonus, I was assigned homework by Dave because now I have to reach out to the "Online People' to try and hunt down my steelbook and on top of that I'll have to go back to the store and return my preorder that is now being shipped to my house since they couldn't give me my preorder bonus. Unbelievable. I cannot in good conscious recommend this Best Buy...

I recently went to Best Buy knowing my total tech card on file needed updating. I went in to swap 2 broken Xbox controllers that are covered by Total Tech. I was supposed to be grandfathered in at a lower price than the new price change. The cashier had me swipe my card 4 times in attempt to change payment. Her manager then tells me to get the app and to try on there. Doesn’t work and they instruct me to try at least 3 more times. Same manager then informs the cashier she has to call an 888 number. Instead of calling like she was instructed, she passed the buck to me and had me spend 45 minutes reaching out from inside their store to change the card. They then charge my card and tell me I'm good to go and swap my products. I get to the front and show them my account has been charged 9 times. About 3 of the payments came back same day (spoiler, 5-6 payments didn’t come back for another 5 days). I was told by the cashier that Total Tech wasn’t showing yet so I cant swap my controllers until another day. I asked if there was any management to help me since this seems wrong that I paid 9Xs more than I should have and don’t even get to leave with new controllers. They say only way to deal with this is through an 888 number. After about 4 phone calls and 2 agent chats through their website and app, I was livid. We came to no resolution where management thought there was no wrongdoing requiring customer satisfaction since it looked on their end like I will get my money back at some point. This company clearly feels they can do anything they want to their customer and that there will be no consequences. The agent I spoke with through the app ensured I would receive an email the following day. That email NEVER came to this day. I called very angry and demanded top dog who can do something. They tell me I need to speak with the manager at the store to resolve this. The same manager that the store employees earlier stated couldn’t do anything to help me. I then show up to the store and speak with the manager who has minimal patience for customers with issues of this magnitude. He ACTUALLY said “you know what dude, it’s been about 45 minutes of this and I’m starting to get frustrated” when I then had to remind him I have been dealing with $1800 missing for OVER 5 DAYS and I was going into the weekend with an overdrawn account (which I had to figure out separately with my bank). The only resolution (if you can call it that) was the manager trying to get some money available to me for the weekend through diminishing my equity in what is currently being covered. This means that he gave me a $60 gift card subtracted from what electronics I currently have covered. If I want to swap my $160 headphones that are covered by Total Tech, now they will be only covering $100 because they gave me $60 of my own equity to “make this right”. It should speak volumes if a Best Buy corporate rep can see this and not think they need to remedy this situation immediately in a BIG WAY for all of my troubles and the time I poured into this. Every single person through every step was rude, dismissive and seemed to uniformly know that customers are always wrong. BTW every employee who heard about this felt bad for me and admitted that Best Buy does not handle customer satisfaction well. Everyone in that store knew a customer was wronged and that they were not allowed to do anything to make it right. DO NOT GO THROUGH BEST BUY TO...

APPLE USERS BEWARE I scheduled a service for my iPhone's battery through the Apple Support app. The app generates a list of "Same-day service" authorized providers and I selected this Best Buy location. Upon arriving for my scheduled appointment, I was told by the Geek Squad rep that this location does not have a staff member onsite who can service my battery. The scheduled time was over four hours before the store's closure so I asked for a manager. When the manager arrived, they shared that I should have gone through Best Buy’s website because their website has the correct times while the Apple Support app does not, and they have no control over the times published in the Apple Support app. (It also sounded like this isn't the first time that this conflict has occurred.) The best they could do was take in the iPhone that evening and service it the following day. This was not feasible for my schedule so feeling frustrated and misled, I made a comment about needing to do better with this process/relationship with Apple because this is not customer friendly or reflective of the advertised services. The Geek Squad rep made an audible noise similar to a scoff or mocking laugh, as if to suggest that my expectation of the service I selected through the Apple Support app was too much to ask for and not realistic. The manager stood there and showed no customer empathy. Look, I understand that sometimes these partner services/joint apps don't always work. But to state that there's nothing that can be done about the advertised services (e.g., eliminate that timeslot from selectable slots), or for the manager to show some empathy and say something like, "You're right, this could be improved to avoid misleading further customers, so I will take your feedback and escalate up the chain" or "I cannot guarantee an opening, but let me see if there are other nearby stores with a team member available to service your battery today," is a complete disregard of Best Buy's "Customer focus" value. To remedy my situation, I went over to the Apple store at Arrowhead Towne Center and even though I had no expectations of receiving same-day service, they worked me in upon hearing about my situation and despite their busy operations. That's customer service. So to all other Apple users, if you need your Apple device serviced, avoid wasting your time at this location, and possibly interacting with scoffing, customer unfriendly employees, and just got to the Apple store at Arrowhead Towne Center. I will no longer support this location and I plan to make sure Apple is aware of how this location threw them under the bus related to the time discrepancies in the Apple...