Best Buy — Local services in Aurora

Horrible experience at this location. I highly recommend not ever coming here to make any purchase, return, or exchange. Back on 4/20/16 I made a purchase at the Bloomingdale location of a Case Mate Brilliance Stone iPhone 6 Plus phone case in the color champagne. The original price for the phone case was $79.99 but on Amazon I had found it for $49.21. My new case completely broke within a month of using it so I decided to return the phone case and exchange it for the exact same one.

I work for a large retailer, so before I decided to go to Best Buy again to return and exchange my item, I looked up their return policy. It stated that I had 15 days to return or exchange almost any item in store from the purchase date. I scrolled down a little further on their website and it said that they have an exception policy for damaged items and can be returned or exchanged outside the 15 day period. So clearly, my item qualified.

I drove to the Aurora location in Yorkshire Shopping Center with the case and original packaging, and brought the card I had purchased it with a valid photo ID, as required in their policy. A young man at the customer service desk was able to pull up my transaction through my credit card and instructed me to go pick out the new case to replace the broken one with. I walked over to the iPhone 6 Plus case section and picked up the case to exchange with, but saw that it also came in a different color that I liked, but was only offered in the iPhone 6/6s. I brought both cases up to a different Best Buy associate to ask if they had any of the rose gold color case in stock in my phone's size and I was told no, but that I could order it and have it shipped to the store to pick up free of charge.

I walked back up to the customer service desk to have the same young man assist me. He said that he would be able to order the new one for me free of charge. Then he stopped in his tracks and said to me, "I'm sorry ma'am, I didn't notice this before, but you're actually out of our 15 day return policy." I then began to tell him what I had seen on their website on their damaged item exception policy and asked why my item did not qualify. He then back tracked his words and continued on with doing the exchange, since he knew very well that I was correct. I definitely did not like that he had tried to pull a fast one in trying to not allow me to return the damaged item.

As he then continued to place the order for a new case, he told me my total would come to $86.59. He said he would apply the amount paid before, $53.03, and that I would owe a difference of $33.56. I then became more upset at the fact that it was not an even swap. I then proceeded to tell him that it was price matched on Amazon so it should be an even swap. He then said to me that it wasn't price matched for that color and it would be full price. I then became more upset and asked him to please check on Amazon what the current listing price is. He told me it was on there for $60, so then I would owe a difference of $11.92. I decided to just say okay because I didn't want to deal with him trying to pull fast ones over my head again and again like he already had been trying to do. So I swiped my card and left.

Once I had finally gotten back in my car, I wanted to check on Amazon for myself just to be safe that he wasn't trying to pull a fast one on me for the third time. And what do you know? He did. On Amazon it said the price was $50.68. I then went back inside and spoke to him again showing him the price on my phone that stated the actual price. After I said that he didn't look me in the eye, just took my receipt and started walking away from me as he handed me back the new receipt issuing me back $10.09. I couldn't believe how piss poor of an attitude he had had with me and that he tried screwing me over THREE TIMES!

I will NEVER be returning back to this location again. I can't believe how scummy one person can be, trying to screw someone out of money! Someone like that should not be working at a customer service desk. I will NEVER...

What I thought was a good experience getting a new laptop and new phones/carrier has become a nightmare of poor service and atrocious customer service. After 8 weeks the computer has crashed and the hard drive completely inoperable. There has been a host of other issues such as thumbprint login and volume not working. Upon taking it in, as I paid extra for the service plan, it was sent to the service center with expected repair time of up to 4 weeks. This was purchased for my daughter to use at college and she has an exam in 4 days where her computer is required. Geek squad can’t diagnose or fix it and there is no loaner or concern of actually helping her. Next, I called on her behalf to the store only to find you can’t actually contact anyone. The automated system left me on hold for about 20 min in total and I was hung up on 3 times...5 calls to actually get a person who was willing to talk with me. At this time I was told there wasn’t a manager to speak with and they can’t escalate the service. I asked for a call back from both the technician and the manager and neither have called. A $1250 computer shouldn’t have this many issues and the service program shouldn’t entail taking a computer for 4 weeks with no recourse. On to the phone purchase, quite frankly, the sales manager misrepresented what my new bill would be. He downgraded the flat monthly charge to make me think my new bill is more affordable. Now, I purchase 4 new iPhones and changed carriers...only to be stuck for two years in a plan where the cost was misrepresented. I explained in great detail my concern over storage and pointed out that a version of the same phone with double the storage was available at the same price, the representative did not offer this to me and acted as if he didn’t know what his store was offering. After 4.5 hours of switching phones and service, the store was closed and I had to leave with the phone or leave with nothing as my existing phones had already been disconnected. I really felt that I was dealing with knowledgeable, professional individuals but now realize they are only amateurs trained to tell customers what they want to hear and share only half of the details. I wish I spent my $3000 elsewhere. Easy is not good, Best Buy is not a customer centric organization, simple as that. I am extremely disappointed and will never recommend this store or company to my family and friends. If the manager doesn’t call me by tomorrow, their store goers this weekend will be overhearing an interesting conversation when I walk in and demand to speak to the store manager or general manager. I find their lack of service, accessibility to decision makers and general disregard for my situation to be unacceptable.

Update, manager finally called me back and was pleasant to deal with. Not much can be done to remedy the situation however, the manager offered to give me direct access to his email for future concerns. The mobile department also called but can’t help me because they state my PIN number is invalid, which it is not. Moral to my situation...service is #1 on my list of priorities. This organization can benefit from increased customer service training and a new...

Disastrous GE washer experience coupled with poor customer service experience from appliance department. I have been shopping at the BestBuy for years with average to above average customer service experience until recently. I will be giving my business to Amazon or an appliance-specific store moving forward. If you must purchase an appliance from BestBuy, do not purchase a GeekSquad protection plan unless you are willing to wait over a week for someone to resolve the matter for you. Also, don't by a GE dishwasher.

The outcome I was hoping for is that the dishwasher was labelled a lemon and that some BestBuy credit returned to me. Also, the remaining 2-year of the GeekSquad protection plan be refunded to me.

Background: About 3 years ago, I purchased a GE dishwasher with a 5-year GeekSquad protection plan. Let me reiterate again that I do not recommend purchasing a GE dishwashers.

The dishwasher has been repaired at least 3 times in 3 years. The first time it leaked water into my basement and I had to file a claim with State Farm. They turned around, subrogated damges to GE and won damages and refunded my insurance deductible (this process took over a year). Then the heating element stopped working. Then it leaked water again. Every time I use the GeekSquad protection plan you lose at minimum 1 - 2 weeks of time to a repair. This is a really long time to be without the use of an appliance.

On Feb. 24, 2024, a BestBuy appliance department staff member tried to get the matter resolved for me. He was really helpful IMO at least initially. He spent about 30 minutes talking to a GeekSquad protection plan representative. I think it was a frustrating experience for the both of us. Every time we called up GeekSquad protection plan center, it is the same story: It takes about 1-week to get anyone out here to look at the dishwasher. They told us that only GE can get us a return authorization. Unfortunately, Feb 24 is a Sunday and GE is closed.

On Feb 25 (following day), I called GE. After spending about an hour trying to navigate the GE phone system. Eventually, I was able to reach a real human being. The GE agent said that only BestBuy can issue a return authorization. We are going around in a circle chasing our tails at this point.

On Feb 26, I e-mail the BestBuy service department. The head of the appliance department calls me but I am unable to pickup my cell at that moment. He sends me an e-mail to which I reply to immediately. I also try to reach the head of the BestBut service department by phone but at this point my patience for waiting on hold is limited. No additional follow-up from BestBuy service department head or the original staff member that helped me.

I submit that this is poor customer service.

The GE dishwasher has been disposed of because I could not go weeks and waste more time dealing with this non-sense. If BestBuy wants to make this right with me, they should just send me $100 of store credit and we can call it even. The original diswasher + GeekSquad protection plan was...