Best Buy — Local services in Dallas

Tonight I walk in with my 2 yr. old he's really sleepy and weighs about 30 pounds. As a single mom, I must be resourceful and pick the lesser of the two evils in just about every situation. You really just try to figure out when going out how you're going to have a pleasant experience shopping with your child and if it's not hurting anyone bothering anyone or hurting himself then why not let my child do what he wants to do as long as he's being a proper human being/well behaved 2 yr old. So we sit in the wheelchair. My child is very comfortable and we go on about our shopping experience, no one telling us in The Beginning, rolling by many of the Best Buy employees that we cannot be in the wheelchair. At a certain point I needed to use the restroom so we go to the restroom and at that point, my son was ready to start walking around, but he liked the wheelchair and holding onto it while we were walking so I thought why not who is that hurting and he's not crying he's not causing a commotion or a scene so why should it bother anyone so we walked to where we're about to buy a gaming mouse And this guy "with the most unhappiest demeanor gives me a warning about not smoking my ecig in the store (which I did out of pure habit and caught myself to put away..before going to the restroom .) I said to him "thanks" and he seemed as though he was finished speaking and was going to walk away. I went about our shopping experience for a second and the look on his face that it didn't completely ruin my night or my experience and that I didn't pop off to give him the satisfaction he was looking for to "get off" or use "his level of power" to peacock. He asked if I'm handicapped and continued with because there are other people in the store who actually need it. I said "no I'm not but my little one is to heavy (I need to lift weights I know I know) and I needed some assistance to make our experience pleasurable and to prevent my little from crying. With his lifeless monotone scowl on his face. "Well he's not crying and I can't allow you to use this because people actually need it and you shouldn't smoke around your kid and explains why it's bad IN FRONT OF AN ENTIRE GROUP OF PEOPLE." So I gave him what he wanted and popped off that he didn't have anything else to do but cause a passive aggressive problem with others just to peacock because there was no reason to walk up to us AT ALL my ecig wasn't out at all when he walked up and my little was as content as you could wish your 2 year old to be. Maybe we not being as miserable as he is affects his mood enough to actually want make peoples time at this Best Buy as miserable as he is because then... My child puts his hand to his head trying to understand why it was taken from HIM and the one tool that was allowing the shopping experience to be content COMPLETELY FELL APART. He took it the front of the store where NO ONE IN THE STORE ACTUALLY NEEDED THE WHEELCHAIR. Maybe Gus did because he was bored or didn't like how I was dressed or my kiddo IDK BUT A MAYBE max 30 minute shopping task with my 2 year old that was about to end with the help of the wheelchair WAS SHATTERED and my experience went from a possible 30 minutes to almost hour and half long with the last 20 minutes being a screaming crying fit which was entirely preventative if Gus had a love life or knows where the nearest sex shop is although "the stick" is probably to far up his you know what to get it out which in that case I feel for him and hope he can pull it out one day and actually have some level of spiciness/empathy in his life for customers even to young to buy to have a pleasant time at what he has shown as soul sucking place to go and it starts with the vibe of their employees. Gus if no one is in need, having a problem, hurting someone,or themselves why have a problem AT ALL with anyone? My 2 year olds whole thought process and the good vibes I had going to get out of "your store" literally would have been the best without the interaction of you at all. Won't be going back or calling to make sure he...

Let me paint a picture of the worst TV buying experience. If you want to buy a TV, I recommend literally any other location instead of this one.

You go to Best Buy to purchase a TV, you call to inquire about the TV and they tell you they have an open box TV. They disclose that some things are missing but the TV is in “perfect” condition. The person that you speak on the phone assures you of what actually comes with a listed open box.

“Yes the TV has the box, the remote and the power cable… it is missing the TV stand and the mount”

You’re thinking, ok no problem you have a mount anyways…

You show up to Best Buy to purchase the TV. You pull into the lot for store pick-up. Inform them that you are here. You wait 20 minutes and nothing.

You go into the store, frustrated. You wait in their customer service line for another 20 minutes, people are walking by ignoring you are even there. Finally someone stops to talk to you.

They tell you that your open box is not as advertised on the phone. It’s just the TV and that they lost the items because they are remodeling. You want to pay less, because there are more things missing and then what was said on the phone and now you will have to purchase them. They claim that the people that handle the phone “have no idea what they are talking about”. Really? Don’t they work for Best Buy too?

Nah, they say you have to call the store to find out what’s going on… only thing is… you CANT. They won’t allow you to call the store directly. Instead they will send you to the incompetent service agents at their call centers. More on that later.

You are promised that the TV is in working condition. Have they tested it? Nope.. if it was sent to them it should be working….

You are told that you can get a remote & cables for free from another Best Buy because they usually have some stock… but this one is remodeling which is why they don’t have it. You end up repurchasing the TV for 10% off with now double the amount on your credit card. Finally, after an 1 hour and 30 minutes later you have your TV. Off to go get your remote and cables from the other Best Buy.

You go to the other Best Buy 20 minutes out of your way. They are confused why someone would say that they can offer original parts for TV. They don’t have any. Jokes on you. Another 20 minute trip wasted and another 30 minutes home.

Ah it’s whatever, we’ll just buy a cable and I’m sure we have a universal remote lying somewhere right? Another journey to purchase the cable, finally home. Let’s get this bad boy running. You take the bubble wrap off of the TV and there is a crack staring at you right in the face. The same TV THAT THEY SWORE HAD NO ISSUES WITH THE SCREEN. Listed on the sticker it states… cracked screen. So now… they lied to you, wasted your time but who cares. As long as the TV works right? You plug it in, and you can see the pictures that I saw below.

How upset would you be?

You put it back in the car and bring it back to Best Buy, frustrated you ask for them to bring you another open box as they have one in Plano so they can replace your TV. You spend another hour and a half trying to return the TV as it took a while for you to speak with the great manager, Gus I believe was his name.

He says nope, not his problem that the customer service agents on the phone promised you a TV in a specific way… they have “NO IDEA WHAT THEY ARE TALKING ABOUT”. So that’s the customers fault? The customers fault that Best Buy’s own employees refer to the off shore call centers as incompetent.

How was I compensated? By being threatened to deny the return and lose my money all together if I didn’t just take the return and leave.

You want to call Gus’s incompetent support agents to complain about service? Good luck. Melanie (who will promise you compensation and an apology escalated call back in 24-48 hours), Zakia Johnson (who will talk over you and not listen), Zach (who will give you false expectations on what’s in the store), Baby will just waste more of your time.

You’d have a better experience buying a TV...

Updated rating to 3 bc they finally fixed the charges. 10/6 from 8/13 - went back and forth with them to resolve what would seem to be a minor issue. Too tired to write more, lol. Story below. - Literally all they need to do is look at the order and look at the pick up. However, correcting problems from online orders always seems to end up costing more more time and money than the product itself. To sum it up simply, I placed an order online for a laptop, a charger, and some software. Ordered for pick up in store. So far, so good. Communication about order readiness was great. Went to pick up in store on time with all order info and identification in hand. There were a couple of pick up lines and they were backed up, but in fairness, the pace was not bad. They were moving people thru pretty quickly. Got to check out & everything seemed pretty seamless. They handed over items, I signed for them, and left. MY ERROR = right here. I didn’t want to hold up the line, so did a cursory quick check that items were correct and then moved on. Honestly, I knew I had a receipt, so I wasn’t overly concerned. It was actually a day or so later that I really looked over the receipt because when I glanced at my account balance online, it seemed higher than I expected. When I looked at receipt details, they had charged me 3x for the same laptop charger, and they had refunded one charge, but left 2 on the bill. I was annoyed, but as I mentioned, I knew it was a simple error with an easy fix. NOT. First had to jump thru the Best Buy routing me to Citibank to manage card charges. Simple enough, entered dispute, logged out and waited. The next week, logged in, saw a message saying credit had been issued. Presumed all good. Then I got my statement. No credit. Still being billed for the extra charger. Checked statement date thinking maybe the bill cycle closed before credit was posted. Nope. There is a credit, but it is the one they issued for the 2nd duplicate charge, 3rd still remains. Called Citibank, which is what the card statement says to do. Spent ridiculous amounts of time navigating bots and automated voice systems promising to resolve the problem, AND repeatedly directing me to their amazing app and online that would save me time and fix everything with ease EVERY SINGLE TIME I selected any option that would get me out of voice prompts to a live person. HELLO BEST BUY!!!- I started there! Can you add some intelligence into your algorithms to maybe recognize if I’ve been circling through IVR prompts for 15 minutes, your system is PROBABLY NOT meeting my needs? Finally get a live person who listens to my explanation, assures me he will review the account, and agrees that he sees exactly what I explained. He then assures me that they did issue the credit, and it will probably show up on next statement. Face palm…I resisted the urge to be rude, and pointed out that the only credit on the account was issued before the cycle closed. He assured me again that the credit had been issued. I stayed polite in spite of my rising frustration & pointed out that there were 3 charges for same charger. Only picked up 1. Only 1 credit was issued. Still an extra charge on my account. He then points out that they (Citibank) issued a credit for the order number in dispute. Yes. Your bank credited the same duplicate charge Best Buy already credited. He agrees that is exactly what they did. I point out there was only 1 product ordered, only 1 picked up, but 2 charges. He agrees. Then he tells me I should probably dispute it on BestBuy’s website. Face palm, silent scream because I know this is going nowhere. That is EXACTLY what I did my dude. So…my plan this week is to fight my best fight through the BEST BUY customer service number voice system to talk to one of their live people. Sigh- I’ve already spent more than the hundred dollar dispute in time wasted. I don’t care. It’s the principle of it all now more than the hundred dollar overcharge. When I get the charge refunded, I’ll update. Products r great. Bots 100- Humans...