Best Buy — Attraction in San Antonio

I would like to complain about the worst Customer Service to include Supervisor Edward. We had bought a 75 inch t v that was delivered, January 18 we wanted to check to see if the technician had closed out the ticket because we wanted to upgrade. ( we had already visited store January 19, 2025 at alamo ranch spoke to Ahmed but he wasn't able to help us because technician had not the closed delivery ticket and he was supposed to call us back) We called 3 today spoke with representatives which asked for all of our information, and then the calls get dropped, not one of them called us back to continue assisting us. (they had our info) I called 4th time.Finally get to speak to someone named Sam I asked multiple times to speak to a supervisor apparently they have a protocol. They have a form to fill out before the supervisor will call you if it's approved within 3-5 minutes .50 minutes later we went ahead and did the exchange and set up the TV to be delivered on Saturday January 25th I told them we weren't supposed to pay for set up and he said no, there is no charge but he WASN'T sure. I again asked to speak to the supervisor and that is when I spoke too Edward. Edward, without even looking at the process, ticket said that I don't have a delivery date for January the 25th. He could only offer me the following saturday or the monday January 27th. I read to him the email that I received that. I do have a delivery date for Saturday January 25th. (He did nothing to help me.I hope y'all listen to the recorded calls!) So my date was set for January 25th, but since he had to add the setup charge.Because Sam was not allowed to do that or could not do that?? So Edward aka supervisor added setup and now delivery is Monday January 27th. How did that help me? he had no regard for my complaint. Did not try to assist me in doing whatever he could to keep my delivery date the same. I THINK WE SHOULD BE ABLE TO CALL THE STORE WE WANT TO DO BUSINESS WITH AND SPEAK TO THEM DIRECTLY INSTEAD OF GOING THROUGH THIS CALL SERVICE THAT THEY HAVE AND SPEAK TO INCOMPETENT SUPERVISORS THAT DO NOTHING TO ASSIST YOU AND TO MAKE THINGS RIGHT. HE NEVER APOLOGIZED FOR THE PREVIOUS REPRESENTATIVES, I HAD TO DEAL WITH.HE ACTUALLY SEEMED ANNOYED WHEN I'M THE ONE THAT SHOULD BE FRUSTRATED. HAVING TO CALL MULTIPLE TIMES AND PRACTICALLY BEGGED TO SPEAK TO A SUPERVISOR AND IT TOOK SO LONG TO GET ON THE LINE WITH THE SUPERVISOR WE COULD HAVE HAD OUR SETUP UPDATE FOR SATURDAY JANUARY 25. WORST CUSTOMER SERVICE EVER!!!!

I actually called back just to confirm that Edward the supervisor set up our appointment for January the 27th and actually HE HAD NOT set up the appointment for our delivery on Monday, January the 27th. instead, he sent an email for us to set up delivery date. If I had not read that email and assumed that he did what he's hired to do.My delivery date would have been pushed back.Even further!!!!!! When he had asked me if Monday would work.Thank goodness that I called back and didn't take his word for it!!! What is the reason for his title supervisor if he did nothing to help me???

If it was up to me, I'd purchase a TV at another store but it was my husband's...

So ... I go to Best Buy in Alamo Ranch Saturday, 9 June 2018 around 6:30 pm because I needed a laptop to take to this certification course I'm taking in Atlanta starting Sunday morning ... Like any good consumer, I check out the internet for the best deals and features I need on my laptop ... Best Buy advertises a 14G5 HP Chromebook with keyboard backlit for 299.00 on father's day weekend ... Great deal right, nope ... As I am waiting to pay for the laptop, I asked the salesman about the keyboard backlit function and the Salesman tell me that the laptop doesn't have that function … I pointed at signs that had the same picture as the laptop on displayed which stated the HPG5 Chromebook did have the keyboard did have the backllt function … The Salesman then tells me, they don't have that particular HPG5 Chromebook in stock ... I pointed to a red advertisement card that seemed to indicate that Best Buy Alamo Ranch did in fact have that HP 14G5 Chromebook in stock and I also let the salesman know, that on Best Buy's website, it's saying the same thing ... Then the salesman tells me that no Best Buy in San Antonio had that HP 14G5 Chromebook in stock ... Okay, So, no 14G5 Chromebook laptop at any best buy stores in San Antonio ... A contradiction to Best Buy's advertisement online and in their store, fine ... I asked the salesman how long it would take to order the laptop with backlit keyboard (keep in mind I'm flying to Atlanta Sunday morning) the salesman replies with a date around the 22nd June 2018 which is no good for me ... So, I'm thinking to myself, okay Best Buy posted a product on their website and in their stores that Best Buy doesn't even carry, bad business ... I asked to speak with manager, thinking the Best Buy Manager would understand and adjust the price because Best Buy's advertisement was misleading and a flat out lie ... James the Best Buy Manager showed up and I started to explain my issues about the False and misleading advertisement and the Best Buy salesman tells James the manager; everything that I'm saying is correct and the truth … I explain to James that I don't think it's right for Best Buy to lie about the products they aren’t really selling ... I asked James the Best Buy Manager to adjust the sells price or remove the red advertisement card because it was not telling the truth, simple right ... James replies with "no I can't adjust the sells price and I am not removing The False Advertisement because he can order the laptop and have it delivered to the store" ... Okay, James, then I'd like the laptop to take to Atlanta at which time James replies with “I can't get the laptop here today” ... I told James the Best Buy Manager, then Best Buy advertisement is false because Best buy doesn't even carry advertised HP 14G5 Chromebook with backlit keyboard product in any of their store and Best Buy doesn’t state on any of their advertisement that you could only get that model by special order only ... James then starts getting loud with me and causing a scene ... Bad Manager, false and misleading advertisement is the only deal you'll get at Best Buy Alamo Ranch, San Antonio location...

THIS IS WHY BIG BOX STORES WILL CONTINUE TO DIE OFF!

I will never purchase anything else from Best Buy after my experience yesterday.

I went to purchase a DJI Osmo Pocket 3 Creator Combo along with, a keyboard, tripod and sd card.

It's 6pm on a Monday and hardly anyone in the store. I waited several minutes to try and find someone to assist me.

I sent my daughter to a checkout station where there were 3 BB employees to ask for assistances.

Antonio comes over to to unlock the product which was behind a locked cabinet.

He takes the box out (not a huge box as its a small vlogging camera) and as anyone would assume, I stuck my hand out to receive the box so that I could look at the box and what was included etc.

He quickly brushed passed me and asked if there was anything else that I needed. I told him I needed a tripod.

We go over to the tripod section and clearly he was not familiar with what camera or what tripod would work with the camera. As he stated "I need to find a tripod that would fit this camera".

Mind you he is still holding the box and wouldn't let me touch the box.

He took the box with him to the checkout counter and just left me there. He sends over Liam.

Liam proceeds to try and help me with a tripod, but I explain to him, I needed other accessories too but I never got to see the box to see what all was included and what else I might need.

Liam goes back to get the box and holds it in front me of and when I go to grab the box, he has a death grip on it like I am not suppose to hold the box. I said what are you doing, you act like I am about to run out the store with the box. Am I not allowed to hold that box? He goes "I am just doing what I was told".

So either Antonio told him to not let me hold the box or this is BB's policy. Either way, it is POOR CUSTOMER EXPERINCE to be treated like a criminal for simply wanted to hold and look at an item you are about to spend $700 for, not to mention all of the other items I was purchasing.

It's not like I couldn't get this item from Amazon for the same prices. But I CHOSE to go to BB because I wanted the instore experience to be able to see and touch the product for myself as well as getting "expert" advice to ensure I was getting the right accessories.

Mind you I have been a BB Visa holder for nearly a decade with a $10k limit and I use this card regularly to rack up points so I can then use with BB... and I have never been late... Every..

So to be treated like a criminal is completely unacceptable.

I spent over $900 in the store yesterday and I was so upset I forgot to get the keyboard.

But this does not sit right and even this morning I am still feeling like trash. I will be taking all items back to the store unopened for a full refund and this BB Visa card will be parked permanently as I will no longer do business with this company.

Note to BB: Treat your customers like better before you...