Best Buy — Local services in Denton

It's amazing that today is the day BestBuy would like for me to review my product purchase, so I choose to also post to Yelp, bestbuy product, bestbuy store and Google! What the worst experience by BestBuy and Sony I've ever seen, combined but most of this is on BestBuy. I bought a Sony Soundbar unit based upon advice from multiple places, and went to BestBuy for the best price. That was a failure decision. After waiting for 2 weeks, the product never arrived. I called, and was told that it was lost by UPS but they could not ship me another for a full week after an hour on the phone with tech support nor would they refund me. So I waited for a week, was able to have one shipped, waited for another 4 days for delivery. It arrived, missing parts. No remote, no wall mounts, no HDMI Cable. Another 2 hours on the phone with customer service, then UPS found the original item and ended up delivering it. Guess what, it was also missing components. That BestBuy Quality Tape Seal means that it was taped, not inspected. So after fighting I was told to buy the wall mount screws at home depot myself and piece together the two items and then take the one back to the store even though I ordered online. I took it back to the store with the customer service paperwork, so now I'm 4 hours into a $300 purchase, and then the store wants to charge me for $50 for the missing parts I never received. After an hour of arguing the store said the issue is you should never return any item to the store and that CS told me on the phone and in writing the wrong thing to do. So after fighting with 4 employees, they decided to wipe the charge on the return for the missing parts that were never delivered, so kind. BTW, never had an HDMI cable in either box, I was told to Eat that loss. Flash forward 2.5 weeks, the unit completely dies. My wife goes back to BestBuy immediately TODAY to simply "exchange" the broken unit with one already in stock on the shelf as we checked in advance. BestBuy says absolutely not, your stuck. BestBuy did point out that if I had spent $30 purchasing the geek squad protection service they would "consider" exchanging the dead unit. The Sony rep happened to be there, they confirmed the unit to be dead. Not less than 30 days of piecing it together myself and then I'm told no returns or exchanges are allowed after 15 days, and my timing of not receiving the full item was never included, and after another hour of fighting sony agreed to honor the warranty and send it off for repair and that it could be a month before we see any response whatsoever, with a caveat that they might not even fix it and I'll need to make a claim with American Express against BestBuy and Sony. The product, sounds great when it works. BestBuy, horrible, Sony, not good, dead in 30 days and we are stuck eating a $300 bill, I'd refer all buyers elsewhere for the product and the store and the manufacturer. Sad cause I used to love...

BEWARE! THE 4 STAR REVIEW IS A LIE! THEY ARE BUFFERING THEIR RATING! THIS LOCATION IS AT BEST A 1-2 STAR

Bought a laptop here for my son. When I first got it home I let the check updates run after it was setup. The initial updates somehow cleared the TPM and put the device into a Bitlocker key loop that would consistently ask me to enter the 24 character bit key but since the TPM was cleared it would perpetually keep me locked out. Since the OS was manufacture specific I could not just merely reload windows over the OS. The system was toasted and would require a fix. Both Windows and the manufacturer confirmed it was an issue with the device. Ok, no problem let me get it returned or fixed. It's only been a day with the device.

Now for the return process. Customer Service took my box, opened it up and pulled out my device. Caleb would not take it back, would not offer to repair it and would not help in any way other than rolling his eyes to himself.

He constantly tried to tell me "Come in tomorrow."

Can I leave it now? "No!" Caleb replies

Problem is I wouldn't be back in town for over a week and it would put me nearly past the return date for the system.

Not my problem Caleb tells me.

I've dealt with Veteran Affairs so I am used to this level of disrespect and nonsense. The deny until you die mentality people try to give me. So with my child in tow, I grab my broken laptop and the box it came with and walk right out. They obviously don't want anymore customers I think to myself.

Outside in my car with my child I hear a thud and see Caleb outside my window yelling. My kid screams "Dad I am scared" as another employee comes over and smashes my rear view mirror.

What is happening!?

I pull my car away and console my child only to find out that your employees swapped my old box with a new box. Great work psychopaths, you traumatized my child over absolutely nothing!

Thank you Caleb and Best Buy Denton for making this 20 year customer never step foot in your stores again. You also inspired my child to never shop with Best Buy ever. Fantastic work. Your device was easily dropped back at a sister location and I informed corporate as well. No way I am stepping in your store ever again.

It cost me $300 to repair the broken computer you sold me. Thanks for nothing.

Don't waste your time giving a response here unless its: "What Veterans of Foreign War club do I need to go to so that I can apologize directly to you and your child."

Oh and happy Veterans...

I went in to best buy to check out a 77" OLED tv on sale. i told the sales associate i was interested but would wait to see if it came down on black friday. he told me that if i found it for less anywhere else between now and Jan 15th 2024 to bring in proof and they would price match. i even bought a sonos ARC sound bar. total around $3k. he even went to sonos web site to check if the bar was cheaper to compare. so i bought the tv and sound bar. he was very helpful and knew the product.

later i found sonos had the ARC for $180 less, so i printed it off and brought it to customer service for my refund. thats when i found out they really don't price match. the customer service rep said that they would not honor the price. i said but the sales rep told me you would. i have proof and it is before 01/15/2024. the customer rep said i had to come in while the sale was going on with the other vendor so they would not honor it. i said this is not what i was told when i bought the system so get your manager.

the manager was even more helpful. he said they would not honor the deal because it was a manufacturer and they would not match the manufacturer even though the salesman went to there online site when he sold me the sound bar for price validity. then he asked me if i could remember who sold me the system. i said yes and proceeded to describe him. then he told me that i should have read the matching policy on the website. where i said, i thought i could trust what your sales rep told me. he said no price match and that i should have read the policy on there web site. i told the manager that i knew he would not make this right based on our discussion so i would just leave. and that i did not do business with people who told lies or misrepresented themselves. so in the future i would take my business elsewhere. of course that does not in any way affect Best Buy. but it does affect me. i feel better not doing business with people i do not trust.

MORAL TO THIS STORY WHEN DEALING WITH BEST BUY "Read the small print on the website and do not trust the sale staff" sad but true. as for me - no more business with Best Buy.

PS - Before leaving the desk i asked for my receipt back. the customer rep walked back over and opened his hand and took the wadded up receipt and gave the...