Best Buy — Local services in College Station

Think twice before wasting your time, Amazon or Fry's over this place anyday. Terrible customer service. I purchased a set of wireless Beats headphones Feb 15,2017.After great experience and use of the product since I purchased them, they stopped working and holding a charge yesterday (3/22/2017). After calling the listed phone number I was never actually able to speak to someone at the College Station location, all calls are sent to a call center elsewhere. I have been dealing with this local store for years and have no problems like this before. When I finally had to time to stop by the store on my lunch break, I was greeted by the doorman and told to check with customer service about possibly exchanging my headphones. Without even explaining my situation or bothering to take a look at my receipt, the customer service clerk told me that since it was passed 15 days there was nothing he could do and I should call Apple, I tried reasoning with him to no avail. I politely asked to speak with the manager. When the GM arrived at the desk, I calmly tried to explain my situation. The manager finally made the Clerk actually take my receipt and look at the order in their system. They both read over the "report" on the order, stating that it said since it was a "Manufacture Warranty" I would have to call Apple. I asked the manager if he could do anything for me, he replied, "I can do whatever I want, I am the manager". Thinking this meant he would be helping out, I asked if he was going to exchange my order. He said no, there is nothing I can do. Possibly Geek Squad could send it out for repair. Literally seconds after claiming he could do whatever he wanted because he was the "MANAGER". Needless to say, after this awful experience with the not so "experienced" staff I will no longer be taking or advocating any business with my local BEST BUY. Should have just stuck with AMAZON. Take your business elsewhere if you want actual Service from...

Warning - don’t let the same thing happen to you!

I bought a laptop on bestbuy.com (And ‘protection plan’ that said it would cover any problems if the laptop didn’t work). I picked up @ College Station store.

A few weeks later, it stopped working. Wouldn’t start up. I took it in for repair.

Geek Squad said they can’t fix it, & they’d issue me a gift card to replace it.

But at the register, I was told I owed another $150 to get the replacement.

Apparently the price of the item was increased $150 after I bought it.

This is what I learned talking to staff and managers:

If you buy a defective product from Best Buy, and they raise the price after you buy - their ‘protection plan’ won’t replace it, unless you pay any/all price increases that happened after you purchased

At every point (when I purchased, when I took in for repair, when they issued me the ‘replacement’ gift card) the language used was about ‘replacement’ under the protection plan.

I’m a simple guy. When I hear over and over again that something gets replaced - I expected a replacement.

My complaint is that’s misleading, deceptive and an unacceptable business practice.

The manager’s response:

• He can’t do anything to help.
• He has ‘no autonomy’ to make decisions like this or help anyone with this problem.
• There’s no one else at this store who could help.

So I’m still without my computer.

(Look it up for yourself. Google ‘1 Year Accidental Geek Squad Protection’ - see if it sounds like it will replace a defective product within 90 days.)

I’m sure some Best Buy social media person or manager somewhere will respond on here, and explain why I’m somehow wrong.

So, go ahead and destroy me in the response if you want.

But I don’t want others to have the same thing happen that happened to me.

UPDATE - I reached out to the social media address Best Buy posted on here. A representative (or a bot?) chatted briefly and offered no additional help...

I ordered a gift for my son’s birthday and it was supposed to be here today at the store for pick up. I received a confirmation email saying it would be there on the 22nd. I checked the status of it yesterday and again today and it still says preparing order will be ready today. So I called Best Buy they redirect me to a one 800 number just to tell me that it hasn’t even left the warehouse yet and it takes two days to get from the warehouse to the store so there’s absolutely no way that I’ll have it by today tomorrow or the next day. This is the only item that my son wanted for his birthday and now he won’t have it nor do I know when if if he will get it because there is no eta. This is very unfortunate because they could’ve sent me an email and let me know that there was a delay or even when I go to the website to check my order it could say that it didn’t ship so I could prepare and make other arrangements and try to pick it up somewhere else or get him a few other gifts to make up for it being late but they didn’t do that. I expressed my concerns and disappointment to the customer service representative who didn’t care at all and there’s no way of talking to the actual store but I’m sure that they share his same bad attitude of not caring. I’m very disappointed that no one let me know that there was a delay or it was behind or that anything was going on because now this has completely ruined my son’s birthday! At least Amazon sends you a notice saying your order is delayed and lets you actually know the process I guess Best Buy just doesn’t care about...