Best Buy — Local services in El Paso

Purchased Apple Watch series 3 on Black Friday along with Zagg screen protectors and Modal 2 pack universal bumper case. Unable to have screen protectors installed due to insane crowd of people. Got home noticed that a paper with a number was stapled to the outside of the box of both watches. Well, low and behold, staple went through to charger on one watch than than other. My husband and I drove back the following day. (Mind you, we live about 30-40 minutes away). Spoke to manager named Josh. Was nice to replace the damaged charger and also offered to install shields at no cost for the inconvenience.

Asked if we could come back at a later day for the install and said he would remember us. We show up days later and speak to another manager who has no clue as what was spoken between josh and us. (Managers should have a log of these kinds of things). Anyways, they get installed. 4 days later, after a day to add Modal cover, the shield starts peeling and collecting dust. Call and speak to manager Julio the night before. Says it’s no big deal in getting it replaced since it WAS installed by Geek Squad. I was OK and showed up today. Explained that upon careful observation, the shield was crooked and the case was pushing up on the shield. Victor gladly changed it and tested my theory and sure enough it was the case. I told him I would buy a different one. I did. Unfortunately, when he installed the second one, it had lint from the wipe that comes with the shield and asked for it to be replaced. He got busy with another customer. Another geek squad employee asked if I needed help, but seemed to be in a bad mood. I point it out to the same manager Josh and he said that I shouldn’t take offense to it and assured that the the employee would do a great job.

Well, he didn’t.

The screen protector is crooked and I just want to give up at this place. I don’t have the time and money to be driving back and forth for them not doing things correctly and not providing the customer service that I think they are capable of doing. Btw, Josh said that it if something else is wrong with it that they are unable to replace it anymore. Wow!

I was driving all the way out there bc I had great customer service many times before from this store. They were always stocked as opposed to other stores. Guess u...

Don't get me wrong, Best Buy is a great store! However this location (zip 79938), this time was a horrible experience. My daughter turned 16 and on that day we turned in her old iPhone towards a new one. Although the process took longer then anticipated, we received good customer service from Karla. It appeared to be her first time doing this transaction, but she asked questions, when there appeared to be a problem with the system, etc. Well we had reservations, didn't have time to stay and get the additions for the NEW purchase that day. *A few days later a case and screen protector was ordered and me and my daughter went to pick it up. Everything went smoothly until we stopped off at the counter where we initially purchased the NEW phone, and now other products. Only to be told (when my daughter asked) to put on the screen protector it was going to be an $8 fee. I asked the Best Buy employee (with NO name tag) why that was and if I could see it in writing? He said he couldn't provide it but, something similar to it was what it would take to get the requested assistance. As a consumer who just brought significant business to this store and location... An $8 fee without justification was not only a shocker, but has me about to pay off my account and not support them at all. To add to it and sharing the details of what happened when we ran out of time the first day. He wanted to look up the receipt to see if we were charged the fee in the beginning. We didn't make it that far due to running out of time. So why would you need to look it up? Especially if we didn't make this particular purchase on that day. I have been debating on if I should share this or NOT but I couldn't hold it in anymore. CUSTOMER EXCELLENCE is lacking and I want to know what could have been done better in this situation. I have no problem with informed consent...when I'm informed, but this was...

I purchased a microwave oven to be delivered and installed. On the day of the installation, the installers came in and decided that they would be unable to install and that we would need to have a third party installer. Of course, there would be an additional charge but when I inquired as to what a reasonable estimate would be, no one was able to give me an answer. The installer was supposed to call and he said he called and there was no answer. I then called again, to get an estimate of the cost and of course, no one was able to assist me. They then made an appointment to have the third party installer come in today to install the microwave. The appointment was for between 12 noon and 1600 and of course once again, Best Buy failed to keep up their end of the agreement. The installer said he called and no one answered but this is a blatant falsehood as there was someone at the house all day, and I have the phone records to indicate that no one called. I then called again, and was told that he tried to call, and no one answered, and then when I challenged them on that, the story changed to "He went by and no one was home" Once again, a mistruth. They then transferred me to the store where I bought the microwave who also gave me the same story, and of course, there was the requisite "I understand what you mean" No, he doesn't understand but that is beside the point. Now the installer has an "Emergency" and he won't be able to come back for a week. I am not sure about what kind of an emergency schedules itself with a finite length of time but whatever. This is the absolute worst service I have ever encountered from Best Buy. The only store worse than best...