Best Buy — Local services in Fort Worth

Me and my family have been purchasing electronics and electronic accessories from Best Buy for a long time now and for the most part, all of those purchases have been fine as the products haven’t malfunctioned and have worked as intended. Our last purchase, however, was for an LG OLED TV which was purchased not even a year ago and has since stopped working. We called Best Buy to see what could be done and what options we would have to resolve this faulty TV; a TV that the sales rep had mentioned would last a long time and would have no issues, but is clearly faulty. When being connected and being placed on long holds numerous times and then being disconnected and having to call back to be placed on long holds again, we get the runaround of having to contact LG as that is their problem. We did that and LG gave us the runaround as well. Didn’t give us any sort of timeline when it would get repaired/replaced, and said we would receive a call within 48 hours (a call we still haven’t received and it has been 2 weeks now). After getting off the phone with LG, I called Best Buy and got transferred to a sales rep who kept saying that there is nothing they can do and I would have to just deal with LG. I asked to speak to a manager and was placed on hold for over 37 minutes. Spoke to the manager on duty who said she would call us the next day around noon and do a 3 way call with LG and make sure that they get us a replacement for the TV as it is faulty. They did call, but didn’t do the 3 way call as mentioned and instead, just repeated that this is an LG problem and there is nothing they can do. When I heard this after getting home from work, I called again, and this time, placed on hold for 43 minutes while waiting for a manager. Manager apologized for not following through on what they originally said and got us over to their representative to do the 3 way call. On said call, LG said the same thing to them as they did with us and didn’t provide any sort of definitive time frame as to when this issue would be resolved. I brought up solutions to the Best Buy representative like letting us return it to them for credit, using that to get a better TV and they can then deal with LG on the back end, get the TV fixed and sell it as a marked down product. They dismissed that all together, didn’t offer any solutions that would fix this issue. They even went as far as saying that even their extended warranty wouldn’t do anything in this scenario as it doesn’t kick in until after the manufacturers warranty expires. So spoiler alert to anyone who buys that scam of a warranty, don’t. Save your money. This is not a company that cares about its customers, or looks to ensure its customers are satisfied when things go awry. Such a shame too as now me and my family will shop elsewhere. I can get better service from online transactions through Amazon than Best Buy...

I've been a Pokémon collector for over 20 years, and this Best Buy has made it one of my worst buying experiences. The Asian kid who rang me up last night before closing pretty much called me a Pokémon scalper. I asked if they had any, but he cowardly blew me off and called me a scalper, which he could have easily said no. He said other employees also collect Pokémon, and they buy them themselves.

So pretty much this Best Buy keeps all cards for them selfs. Last time I got lucky and picked some product up and an employee came running at me and snatched a box out of my arms without our permission or apology. An employee was stocking up and I grabbed some but then that same guy who snatched the box out my arms said those were not for sale because of the release date but he was lying because it had been released a week before and I showed him on the Best Buy app so he let me keep that box.

Before I was going to pay for my items a friendly worker gave me a heads up and said that they were not going to sell it to me. So when I went to get ringed up for my items the girl was scanning my items fine but when she got a call or something she said she couldn't sell it to me anymore I asked why and she said she didn't know. I did notice she was making eye contact with the manager that was about 30' away and nobody else was around. One of the managers was also involved I went to him to let him know about the situation and he was also saying it wasn't sellable because of the release date I showed him also and he said it was fine but I know he collects because he was also talking about people scalping in a way trying to offend me which I'm not I don't resell. Also, that same manager told me that on a specific Pokémon release date, they were not going to have the product that it was all on pre-order and sold out but he lied because a friend and a bunch of people went on the release date and got products.

That manager also greets everybody but not me. Like I have done something to him so I have to look away because it makes it awkward and it's another worker with him also that's kinda tall but fat with glasses. Either way, they're not stopping me from collecting I'm confident and I have been through tough times and this is a piece of cake. The Asian kid has no muscles and he talks tough he should limit his words. I'm actually about to go again in a few minutes hopefully the day workers are nicer but I'm still going on Monday nights and Tuesday nights like always have. Maybe they are always mad because I come before they close but if they are mad about that they should close earlier or stop letting people in 30 minutes before they close that should solve...

Extremely disappointed. Yesterday was my wedding anniversary. So I loaded up and went into my local Best Buy for his gifts. Bought a few things including a digital Xbox one video game. After checkout I got a digital receipt. To save a sliver of a tree and all. Well that’s when they told me the digital code would be on that receipt and she couldn’t print me a copy of it. So I waited about 10 minutes in front of her until my receipt showed up in my junk box. No code on it. It said that the code would be emailed next. Well...8 hours later and still no code. So I called the number on my receipt and after 20 minutes of run around, they generated a new code and instead of giving it to me right then and there they said they would email it in 48 hours. Defeats the purpose of buying it today, right? Finally they told me after a bit of complaining to return to the store and they would refund me and I could buy a hard copy of the game. Before going up there I decided to call the store to make sure I could return a digital item that I didn’t receive, before going all the way back in person. How bittersweet. After being hung up on 5 TIMES, I finally got someone to pick up. Described what was going on and she said I needed a manager. 5 minutes later some kid gets on thinking he is answering a new phone call. Nope “put me back on hold, I’m waiting for a manager”. He made me describe once again what I needed and after I did, said I needed a manager 😑. 5 minutes later and the same kid gets on and says I can’t have a refund. OKAY.... now I’m getting hot. After some vulgarity and loss of patience, he placed me back on hold and tried a manual refund. Came back and said it was impossible. Now I really flipped. I advised him I’ve worked in customer service a LONG time and I hate to be this person but...I handed him his own rear end, and I told him (in much harsher language) that I will NEVER shop at this store again and it is completely unacceptable customer service they have proved. And yes I know, it makes no difference to them about losing 1 small customer, but I didn’t care. I could even hear the people behind this kid coaxing him what to say and forcing him to deal with a very upset customer instead of dealing with it themselves.Grow a pair Best Buy employee and get on the phone. Just be thankful I wasn’t in person. I saved a trip I guess. I ended up going to Game Stop and buying a copy there. Which I received immediately. I still haven’t received my digital code from Best Buy. Maybe they should rename themselves to Bye Buy....