Best Buy — Local services in Aurora

My experience at the Best Buy on Mexico street was great - everyone was very helpful and kind. I had an absolutely terrible experience at the Best Buy on Mississippi Ave.

My late 2013 MacBook Pro had died that morning and I had spent all day running around to different tech stores to run diagnostics. As a dental school student, a laptop is an essential item, so I was eager to resolve the issue as soon as possible in the most financially conservative manner possible. After all the diagnostic tests deemed the laptop irreparably damaged, I went to Best Buy to purchase a new laptop. The first customer service member I spoke to was very kind, though misinformed, and informed me that they could price match and also provide a student discount. As I was looking at the laptops available, a second customer service member came up and offered help, but he was rather overbearing and continued to stand next to me as I tried to decide between the models. He didn't offer much help but rather just ... stood there, creating an awkward experience.

However, the worst part was when I went up to purchase my laptop. To do the requested price-matching with Apple, the manager (Derek, an "Apple expert" according to his name tag) needed to swipe his key. When I asked about the student discount, he rudely told me that I could only do one or the other. I didn't realize that this was a policy, so I (very nicely) asked him how much the student discount would be compared to the price-matching in order for me to get the best deal, as I had been under the impression that I could use both benefits. He was extremely rude and seemed to scoff at the idea that I, as a full-time student living off loans provided by the school, might need a discount. He wasn't subtle about his annoyance at all - he was curt, snapped at me when I asked questions and then tried to overcompensate by being extremely personable with other customers in line, and sighed out loud multiple times. The entire time, he felt like I needed to apologize for wanting to know abut their store policy and for wanting to get the best bang for my buck. He kept on impatiently recommending the student discount, which gave me an additional $50 off compared to the price-matching... and he didn't mention that matching the price with Apple would also get me free Beats headphones (worth $290). It was only after I poked and prodded him about Apple's student promotion (buy a new MacBook Pro, get free Beats headphones) that he said, "Fine, let's go pick out headphones." He was so unbelievably rude!!

I can understand that it may have been frustrating for him to have a customer who didn't IMMEDIATELY know what they wanted, and was high-maintenance enough to ask for price matching. But the way he handled himself was so unbelievably demeaning and rude that I have no idea how he became any sort of manager in the first place. In addition, because they acted like I was such a huge inconvenience, I offered to wait until every other customer in line behind me had been helped. Even then, Derek remained rude.

While he was changing the prices, I offered my phone, which had the price adjustment calculations (since the price of the Beats headphones had to be discounted from the price of the laptop) and he rudely snapped at me, "It's fine, I don't need that." Then he proceeded to enter the wrong number, overcharging me by $1; granted, $1 is obviously not a lot of money, but it was still very frustrating as a customer to be snapped at so many times, even when I was trying to be helpful.

I would be EXTREMELY reluctant to make any purchases at this Best Buy again - I've already told several other students about this encounter just to find that many of them have had similar experiences. It's absolutely unacceptable - no matter how "annoying" a customer may be, his job is "customer service" - aka to serve the customer. Given the fact that I spent $2000 at the store, I believe I should have received much...

Subject: Urgent Customer Complaint – Unacceptable Treatment at Best Buy

Dear Best Buy Customer Service,

I am writing to formally express my deep frustration regarding an incident that took place at one of your stores on Tuesday Feb. 4th 2025. As a long-time customer, I am both disappointed and appalled by the treatment I received from a store manager, Amir, during what should have been a routine purchase.

I visited Best Buy with my family—my son and grandson—to purchase a television that I had seen on sale. Upon entering the store, we located the TV, placed it in our cart, and continued shopping for additional items. Before checking out, I approached Amir to confirm that I was getting a good deal. He reassured me that I was, but then, upon realizing that the TV had been purchased online just minutes earlier, he abruptly informed me that he could no longer sell it to me.

At this point, I calmly explained that I had been shopping for over thirty minutes and had already secured the TV in my cart. However, Amir dismissed my concerns and, in an unprofessional and unacceptable manner, physically removed the TV from my cart despite my objections. With my young grandson present, I refrained from escalating the situation, instead requesting assistance in locating the same TV at another Best Buy location. To my disbelief, Amir refused to check other stores, refused to call for availability, and instead told me to leave the store, making it clear that my business was no longer welcome. His parting words to "have a good day" felt entirely insincere given the circumstances.

Not only did Amir refuse to help me locate the TV, but he also refused to check if the item was available at any nearby stores. As a result, I was left with no choice but to get in my car, with my grandson and son, and drive thirty minutes to another Best Buy location. It was only at this second store that I finally received the level of customer service that should be expected from a company of Best Buy’s reputation.

To add insult to injury, when I called the 1-800 customer complaint line that the manager provided, I spoke to Helena and Irsharan from Southeast Asia. After going over my story multiple times with both of them, they were dismissive, unhelpful, and ultimately ended the conversation with, "Well, unfortunately, we're not able to do anything here, so have a nice day."

If this is truly the Best Buy way of handling customer concerns—where both in-store staff and customer service representatives fail to provide any meaningful assistance—then I would appreciate an official clarification of your policies. However, if this is not how Best Buy intends to treat its customers, then I would like to know what corrective actions will be taken to address this unacceptable experience.

This incident has left me deeply disappointed, and I am seriously reconsidering whether Best Buy is a company that values its customers. I expect a prompt response regarding this matter and a resolution that acknowledges the poor service I experienced at both the store and corporate levels.

I look forward to hearing from you...

I went to this location to purchase a new TV and needed help with my purchase. They got me a sales associate who helped me find a TV that he thought would be compatible with my sound system (needed a red-white output). He found a TV that he said would work. I bring the TV home and it is not compatible with my sound system. I try to give a call to Best Buy and of course this location has no phones set up so I am sent to a national call service. National call service has no answer for me so I call Samsung and get the answer I was afraid of. The TV does not do what the sales associate told me it did. After attempting to get a converter from optical to red white (does not work, sound output is extremely low), I have to give Best Buy a call to figure out how to return the item (it was too big to fit in my car so the return would not be simple). Called once and I get told a supervisor will call me back in 30 minutes to an hour. No call back that whole day. I call the next day and get put on hold as she tries to get me to a supervisor. Call hangs up and never get a call back. I finally call a third time and I am told that I need to go into the store to set up a delivery of a different TV and return this old TV. I go back into the store and get some assistance from a manager (who is quite cold) to figure everything out. He sets me up with the TV I want and sets me up for delivery of the new TV and exchange of the old one. Sounds like everything is set until I get home and see the incorrect delivery address on the receipt. I call Best Buy to get it figured out, talk with a lady to get the address changed but she cannot get the delivery fee waived like the manager did for me in store. So I get transferred to a different team. I talk with that best buy employee trying to figure out how to get it waived. After a conversation for another 10 minutes, he puts me on hold and says that he will transfer me to the department that can waive this fee as he was computers department and I needed to be in the TV department. I get put over to the TV department after holding for 10 more minutes. I talk with the person in the TV department and they ask me how large my TV is. "It's 55 inches and up so I am going to transfer you to the home theatre department. They currently have a hold line of 6 minutes, does that work?" And now, I am sitting on hold for the Home Theatre department and it has been approximately 20 minutes. At least it gave me time to write this review for this terrible phone service and cruddy location. This is one of the most ridiculous situations I have ever been involved with. The amount of time I have wasted with Best Buy has been ridiculous. If I could give negative stars, I would. AAAAAND finally, I get a hold of someone who can waive the delivery fee but "we cannot waive the tax sir, I am sorry. You will have to pay $13.50 in tax. Even though you have a receipt that shows the delivery fee was waived and the tax was waived on it, I cannot waive the tax. You owe $13.50." I cannot believe any of this. How is this actually a working organization? What an...