Best Buy — Local services in Fort Worth

Update from messaging Sarah (the customer support I connected through Facebook). As the output of your internal investigation remains confidential. I'd still get a response/explanation from the store, why Vanessa could openly lied to us that the product we tried to exchange is not carried by Best Buy, while this product is literally displayed in your store and has multiple in stock ready for pick up. We understand Vanessa can selectively be busy serving other customers who came after us. But before she walked away from us while we asked her questions, why she would have no response to our questions at all for multiple times. All Vanessa's behavior indicate a strong disrespectable and unfair treatment to us. We're really concerned about Best Buy has employee who holds preference against customer's race, simply being called "racist". All of our concerns, have not been properly explained by any one from the store up to now.

On Aug 18th 2024, around 14:00 CDT time, my boyfriend and I went to Best Buy store located at 5604 SW Loop 820,Fort Worth, TX 76132, trying to exchange a product we bought on Aug 9th, 2024, with a total amount of $378.86.An employee named Vanessa was helping us in the customer service counter. Vanessa was being extremely unprofessional by providing us with the wrong information by saying "Best Buy doesn't carry this product any more"with no intent looking up the product for us. My boyfriend then quickly Googled this product online and found this store of Best Buy does have multiple of this product in stock and ready to pick up. We showed our phone to Vanessa then she walked away from us to serve other customers who came after us, without notifying us to wait or didn't respond to our questions. We then waited for her to finish serving other customers and my boyfriend asked if she can double check for us. She then looked us and walked away again without leaving any response. I reasonably questioned her about why we get a different treatment than other customers and not even getting any response from her. I'm highly concerned if she is being racist towards me giving how she preferred to serve other customers came after us and left us with no response. Vanessa then called her manager Shelby to come over. Vanessa called me out with screaming at her and Shelby took over to help us.Shelby explained to us that they're all working under a lot of stress so that's why Vanessa was being impatient. We didn't get any explanation about why we are treated differently than other customers and not getting any professional information from Vanessa. Shelby told us the product we tried to exchange color has a $110 price increase from Aug 9th to Aug 18th. We either have to pay for the difference if we exchange color or only get store credit if we return the product. We returned the product with a store credit eventually. We're concerned about work...

Employee thought he was giving the best service ever, but was giving the worst service. He even suggested I talk to management on my way out of the store to share my experience, thinking it would be a good review. I bought a new phone and he was assisting with transferring my old information to my new phone. At the top of the conversation, he mentioned he was getting off work soon. He starts the transfer. Immediately, the option comes up to transfer the photos, and I said make sure to transfer all my photos. Then, I noticed he selected the opposite option. I told him I think you selected the wrong option. He said no, it will transfer the photos. Then, the transfer was taking a little longer than he anticipated, so he walked off. Within a couple of minutes, the transfer was completed. Then, I had to look around the store to find him while he was chatting it up with another employee. He comes back and finishes the transfer rushing and asks if there was anything else I needed. I attempted to place a call, and it would not go through. I had to find him again. Then he could not figure it out, so he called the provider and immediately told the representative that he was getting off work soon to rush the call. Then he gives me the phone and walks off again. The representative tried to send me an access code, but it was not going to the new phone. I had to locate this same employee again to see if the old phone was getting the text. Finally, he comes back and brings the old phone, and I got the code. Then he leaves again. Then, the representative needed me to shut the phone off, and I could not figure it out on the new phone. I had to track the employee down again. Then he said I needed to wait. So, the representative walks me through the process, and the employee comes over after about 5 minutes, and asks what else did I need and makes the comment that he needed his phone because he was ready to leave. I thought the phone was working until the next morning, and I realized NONE of my photos were transferred, and I could not text. So, I had to call the provider again and have it fixed. Terrible experience with this one employee. The rest of the staff was nice. I would go back, but I would RUN from that employee. Delusional confidence.

And Best Buy, please answer your phone. I called your store directly for 3 days straight, and no...

Horrible, awful service on Best Buy’s end.

Let me start by saying our dishwasher unexpectedly went out, so we scrambled to make the 1.5 hour drive to an our Best Buy store to find a new dishwasher. We have 2 young kids at home, with lots of bottles and sippy cups to be cleaned daily, so a running dishwasher was a just.

The store had an open box display item available in stock, so we elected to purchase this. The next available delivery and installation date was not until 10 days later. We patiently waited the 10 days, only to have the delivery and installation guys show up to our house with the dishwasher, but Best Buy has packed the incorrect power cords, so the dishwasher could not be installed.

After several phone calls, we finally got it straitened out for them to come back a week later, and Best Buy would pack the correct part. A week goes by and luckily, the delivery guy was the same and remembered our issue from a week prior because once again, the correct part was not packed for him to pickup. Luckily he was able to obtain the correct needed part prior to leaving the warehouse. If it wasn’t for him, we would have been in the exact same situation as the week prior.

So finally, our dishwasher gets installed but doesn’t work (water will not drain from basic). So back on the phone I go trying to obtain some time of resolution from Best Buy. I’m basically told that since it was an open box item (display model), there is no expectation the dishwasher will actually work. Therefore, my options are to set up a pickup and get refunded or pay the difference for a brand new dishwasher. Or, I can drive 1.5 hours each way back to my store to see what else they might have available. Mind you, it’s also not an option to call the store directly anymore. Everything goes through an automated system with lengthy menu’s.

I elected to have them just come pick up the dishwasher and asked for a refund. So here we are, 3 weeks later. Still no working dishwasher. And I’ve now wasted two 1-2 hour long trips home from work in attempts to get this faulty dishwasher installed.

So please, if you’re considering purchasing an appliance from Best Buy, especially if you’re hoping for any ounce of understanding and customer...