Best Buy — Local services in Garfield Township

Update 9/23/25:Your employee made false claims in order to sell me a product, that is illegal. I have spent weeks reaching out to customer service on twitter and on online chat and not a single person can help me. I have spent hours on hours on this with no resolve. I was sold a phone with a warranty RECCOMENDED to me by your sales associate, and my phone is broken so I go to use the warranty and it does not apply to my phone! He sold me the complete wrong warranty and now I have a phone that is $400 to fix and no one can help me do anything about this.

On July 5th we went into the store to look at new iPhones, a sales associate helped us through the process and provided his recommendations which we are finding out now, were all completely incorrect. Firstly, in order to purchase the phones we wanted a payment plan, so he advised us to get the credit card, which we did. He asked if the address to ship it to was the one on my ID and I said no and gave him the correct one. I gave him the correct one 2 more times and even typed it into his computer. The credit card came to the incorrect address. I had to call the 800 number cancel the current card and get a new card sent to set up my account. (This is the smallest of the problems I have incurred but still very inconvenient) Secondly, we bought 3 phones with the intention of returning one, we were deciding between 2 and wanted to take them home to decide. He said no problem there is a 30 day return policy. As we were traveling at the time, we double and triple checked with him about the return policy and he said yep no problem, you have a whole month to decide! Flash forward to 3 weeks later when I’m trying to return the phone and find out that the return policy for phones is actually 2 weeks. You can imagine the absolute frustration of being unable to return a $1,000 phone you have no need for because you were incorrectly informed.

Last and the most frustrating part. He said the most wonderful thing about buying these phones from BestBuy is that you can pay $179 a year and be under complete warranty. We went on and on asking questions and he eased all our worries and said that yes, it is an amazing warranty and will cover everything we need on our phones. How amazing, we bought it right there! Flash forward to 2 months later we have an issue with one of our phones, but no worries we have a warranty. We went into the BestBuy store and they tell us they know exactly what is wrong and that it will be $400 to fix because we have no warranty on these phones. You can imagine my surprise! And yes indeed after checking it turns out that pre-owned phones are not covered by my best buy total care policy. So now I have 2 phones with no warranty, a warranty that does nothing for me, and a bestbuy credit card I don’t want. I’ve spoken to customer service and they are willing to refund me a prorated amount for the “my total care” policy. Refunding me for a policy that doesn’t apply to me, and pro-rating it for the last 2 months (where I also could not use this warranty) is below the absolute bare minimum. If I had been told any correct information by this sales associate I would have bought 2 brand new phones with the warranty or bought these phones from literally anywhere else. This has been a miserable experience and I no longer want either of these phones or anything to do...

I have shopped at Best Buy multiple times and have had simple and very successful purchases. lately though it feels as if the associates are not willing to help and at least one manager was more interested in figuring out what food he was going to get rather than focus on the problem that was created by best buy. my wife was interested in getting a new account and phone from at&t and she processed a online activation that she would just need to pick up. they tried to help at first and failed... no big deal. until the next day my wife had her service from the carrier we were on removed and her phone number lost in limbo without a carrier because when we cancelled the order they did not return the phone so we would have ended up with a phone payment that we didnt even own. AT&T said this could be fixed if they returned the phone which would release the IMEI from activation status. they didnt listen to a thing I said and proceeded to setup my wife on another account through AT&T with the same phone..... that already had an active IMEI. They ended up telling us there is nothing they could do and said we would have to get this fixed by AT&T down the road. They were more interested in talking about their dinner instead of focusing on the issue we had.... we spent 2 days working on this issue, at least 3 hours a day trying to fix the issues they ended up causing. Luckily the AT&T store down the road was more than willing to help us. got my wife setup with the iPhone 16 and ended up discovering that Best Buy had 2 installment plans setup with the same IMEI phone that we did not even own or have possession of. The store manager was able to call the customer service line of AT&T and had the extra installation charges we had removed and also the extra accounts removed so we didn't get hit with a extremely high bill that Best Buy would have created. I also would doubt that they would have even been willing to fix that problem in the future since they did not refund us the $55 activation fee after they told us to cancel the original order.

It is a simple task we were asking for and with the lack of training that is given made this become a huge problem and would have became a huge finance issue if it had not been for AT&T. This is a prime example of what happens when corporations/store managers that take over who care more about the numbers(sales, signups, labor hours....etc) and less about what is needed to help the customers.

Hope you had a great choice for...

Ive been going to this location my entire life without any issues until today. I bought a tv and set up an appointment to pick it up 2 days later with no issues. The next day after buying it I received a call from an employee named Justin stating that if I did not pick it up that night it would be returned into stock and someone else could buy it. I’d have to repurchase it if available. No exceptions. I had to leave work last minute sacrificing my own time and money driving over a hour one way because someone at Best Buy made a communication mistake. I get there yes I’m irritated and I’m trying to hurry up attempting to get it loaded into my van so I can get back to work while Justin takes his sweet time. I got irritated and started loading it myself. I was trying to maneuver it out the door with him pulling back on it, which made me bump the security sensor. He then states that only employees are allowed to push the carts. So I let him wheel it to the van but told him to hurry up. I picked up one end set it in the van, he on the other. He then aggressively shoved/threw the 86in tv into my van ripping the top of the box and part of the styrofoam inside before the tv fell over slamming on its side. I said “really,dude? If that is broke you’re getting me a new one”. He smirked at me as he stormed back inside. I got the manager and she looked at the cameras but of course it was out of range. She defended Justin and did absolutely nothing about the situation. She told me there’s nothing she can do and that I need to leave. he told her I purposely tried to break the sensor down. This is absolutely unacceptable behavior and untrue by his part. I never once swore at him or raised my voice, I just had an attitude telling him to hurry up. Later as I got home I found the top that got tore open was scratched and the tv has a random flicker. This was a $1200 tv. I have always loved Best Buy and I do not blame the company I blame the employee Justin and his manager at the traverse city Michigan branch. I’m writing this in hopes that Best Buy is an honorable company and that they will rectify this situation or at least try to make an effort to...