Best Buy — Local services in Frisco

I had a bad experience trying to upgrade my car stereo. All parts to be ordered had to be received to our house instead of the store(!) But the clerk missed to order one component that the installer wrote down for him. So I called to have them order it. But they never called me back. So I had to go in and tell them to order it in person and pay for it. A second clerk attended tome at that time, but he was not sure if that part included a harness, so we had to ask the installer. He was not in so he wrote a message for him to call me. He never called, so once again I had to go back in to the store to confirm I did not need to order another harness. Because they said the last part had a 2 week lead time, the installation was scheduled out 3 weeks. It came in much sooner so I called to ask if installation could be pulled in. They said there was no opening. I waited with great anticipation despite all the nuisance and arrived on time at 11AM sharp the day of installation. 11AM was the appointment time I was given over the phone. But the garage door was closed and the installer was not opening the door (!). The garage door for the installer is in the back so it is quite a walk to walk around the building. When I finally got to the back, the installer was there. I pointed to my truck visible thru the garage door window and said I am here with the truck. But without an explanation dryly asked me to park the truck in front of the other garage door. There was a fridge and some other stuff blocking the other door so my truck could not be driven in via that door, and there was nothing blocking the door I had parked in front off. His request did not make sense. Quite confused, I asked him why? He said “another customer is ahead of you”. I showed him my appointment of 11AM. He said that was not his doing. He then showed me that the other customer had booked their appointment a day earlier than me: both were booked several weeks ago, but one day apart. He did not know the 2week delay they had caused me by missing ordering one of the items. I had plans for the evening so when he told me that he would not get to work on my truck until late in afternoon I decided to return all the parts and take my business elsewhere. I had a much better experience at Earmark in Lewisville. By the way, the installer said he could not open the garage door so I was going to have to walk around the entire building again. After explaining the situation to a store manager, he was nice enough to let me out the garage door. I then drove to the front of the store and returned all parts + the 2 year geek-squad service contract I...

I had a terrible experience at Best Buy that I need to share. I went to purchase a laptop this evening and asked the sales associate about open box options. I showed interest in an open box laptop labeled as "Excellent Condition," which claimed to "work and look like new." It was also marked as Geek Squad Certified, meaning it had supposedly passed all checks. I asked the sales associate multiple times how reliable these items were, and he assured me 100%, stating it was just as good as new. He even mentioned that he personally uses open box products and gave me complete confidence in my purchase. Based on his repeated assurances, I decided to buy it.

When I got home, I had an important interview scheduled within the hour, so I set up the new laptop, planning to use it. However, when the meeting started, I discovered the camera wasn’t working. I tried restarting the laptop several times, but the issue persisted. It was incredibly embarrassing, as the interviewer repeatedly asked me to turn on the camera, and I had to explain that it wasn’t working. This situation made me appear unprofessional, and I ultimately lost a critical job opportunity because of it.

I immediately returned to Best Buy to express my frustration. I reminded them of the sales associate's assurance that the laptop would "work like new," only to be met with an unacceptable response from the manager. They attempted to fix the issue but couldn’t, and the manager brushed it off, saying, “It’s an open box item—we don’t know what might happen.” This completely contradicted the 100% guarantee I was given at the time of purchase. Even worse, the manager claimed, “It’s still like new; the only issue is the camera doesn’t work.” How can a laptop with a non-functional camera be considered “like new”?

While they offered to refund my money, this issue is about far more than just the money. It’s about the time I wasted, the critical career opportunity I lost, and the unnecessary stress I experienced due to their misleading practices. As the manager, it is their responsibility to ensure that open box items meet the standards they advertise. Selling a defective product labeled as Geek Squad Certified and claiming it passed all checks is both misleading and irresponsible. This experience was deeply disappointing, and it reflects poorly on Best Buy’s quality assurance and customer...

Best Buy, Extremely Disappointed with Customer Service - Store #5299, Eldorado Pkwy, Frisco, TX I ordered an Xbox Controller online from Best Buy during the Cyber Monday deal on December 2nd. The deal was $39.99 before tax, significantly lower than the current price of $59.99. At the time of placing the order, I was informed I could pick it up anytime before December 11th. On December 5th, I visited the store to pick up my order, expecting a smooth experience. However, the status of my order was “Preparing for Delivery Tomorrow” despite the item being visibly available in-store. I reached out to the pickup register, customer service, the store supervisor, and the manager to resolve the issue. Here’s where the experience went downhill: Rude and Dismissive Staff: Except for the register employee, the customer service representative, supervisor, and manager were rude and disrespectful, treating me as though I was trying to swindle a bulk deal instead of claiming an item I had already paid for. Zero Flexibility: Despite confirming the product was in stock, they refused to help me retrieve it, blaming online and in-store processes. When I called Best Buy’s customer service helpline (enduring long wait times and multiple holds), the online team ironically directed me back to the store, stating they had the stock. Unacceptable Suggestions: Both the store and customer service suggested I cancel the online order and purchase the item at full price instead of honoring the Cyber Monday deal. It felt like an intentional tactic to force customers to pay more and an outright refusal to provide a positive resolution. This experience was a prime example of how to alienate a customer. The inflexible policies and poor service were shocking, especially considering the current decline in sales Best Buy is experiencing nationwide. How can a company expect repeat business when customers are treated with such disrespect? Best Buy should seriously evaluate the operations and customer service standards of this location (Store #5299) and reconsider if stores like these should remain open. With competitors offering seamless and customer-friendly policies, I cannot see myself recommending or shopping at Best Buy again after this experience. I will go and pick up the product today, adding another...