Best Buy — Local services in Indianapolis

I have an issue with Best Buy

Today I went in to the Best Buy store #229 with my iPad Pro to buy a keyboard case.

I arrived and was met with two young employees that couldn’t find the correct case for me to purchase until an older gentleman came up and handed me the Logitech Combo Touch (920-012659) telling me this is the correct case for my iPad Pro Gen 4.

I made the purchase at 3:07pm and left the store. At approximately 4pm while waiting to get in to for a Dr’s appointment I attempted to install the Combo Touch. I noticed it was a very tight fit so I double checked my receipt to see what it said, and then examined the box which it came in. The Best Buy receipt says I purchased a Combo Touch for iPad Pro 11. The Logitech box just says iPad on it, and no where does it say anything about specific model, nor do the instructions inside. So I took a breathe and just made sure I had the iPad oriented correctly for install according to the instructions and tried again, this time I added a little pressure because it was almost in, just a hair away and then…… My iPad Pro 11” Gen 4 screen cracked!!!!

So I was ticked off at myself, I double checked the receipt, the box. Looked up the model number from Logitech and they all said iPad Pro11”. It had to be right. Since I was already near my home and across town from the location I purchased it I decided to stop into my local Best Buy in Avon. I spoke with the store manager John Hurley and the Geek squad manager named Jerry. I presented my iPad and the Logitech case to them. They both attempted to push the case on and couldn’t. Jerry even looked up my iPad on the Best Buy app and told me it was the correct case for my iPad, something must be wrong with the Logitech product! They advised me that I would have to contact Logitech because it may be a product defect causing it.

I get back to my house and first call Apple customer care and let them know my problem, and of course said it was not Apples problem, they recommend contacting Logitech. I called Logitech customer service and explained the situation to the customer service rep. He then had me give him my iPad Pro model ## at which point he told me that Best Buy sold me the wrong case. The case they sold me is for an iPad Pro (M4). NOT the iPad Pro 4th Generation. I pointed out that no where on the box does it say which one the case is for, and even though the service rep walked me through using Logitechs website to look it up, it still seems very difficulty to make the correct decision through the website until he pointed out when you changed the color of the case you want, it changes the model ##. I think that is sketchy at best, let alone the product box doesn’t even tell you which model it is for.

I packed up my items and returned to the local Best Buy in Avon, IN. I spoke with John and Jerry again, explaining what I had found out by speaking with Apple and Logitech. I told them that the Best Buy associate at store #229 sold me the wrong product, and I pointed out that both of them did not catch it was for the wrong iPad when they looked it up themselves after trying to slide the cover on.

John and Jerry both said it was my fault because I broke it. Its lovely that Best Buy won’t take any responsibility for selling me the incorrect product. I am not a tech guy, I don’t know the difference between a 4th Gen and an M4 iPad Pro (THIS IS WHY I TOOK MY iPAD INTO THE STORE WITH ME). They should have known or noticed it was incorrect after looking it up and attempting to slide it on themselves, but they did not!! It appears its just a millimeter different in size, I applied just that little bit of extra pressure that cracked the screen. My fingers did the damage trying to force the product I was told was correct for my iPad on, but only because BEST BUY said it was the correct product.

I would like for someone with authority to reach out to me and let me know if Best Buy is going to stand up for the poor customer service experience or if you are washing your hands of...

I’ve been a lifelong Verizon customer, but the bill increases every month so I decided to try something new. I got a new line from Sprint at Best Buy. While in the store, I will say my experience was overall pleasant albeit a bit confusing (but I assume that’s just me and all the mumbo jumbo that comes with new contracts etc).

I’ve worked in customer service, so I don’t like rude entitled people. I try very hard not to be this person. I was pretty patient when they rang up the wrong phone and had to get me a different one and start the entire process over. However, now I’m being charged for that “accidental” phone, and I’ve tried calling and speaking to several people about getting this non-existent second phone off my bill all to no avail.

I also feel like I’ve been pretty patient waiting on the follow-up information my salesperson was supposed to send me after I bought my phone with instructions on how to trade in my device and get the promotional credit. I had to reach out several weeks later to follow-up, and her email just said I needed to mail it in - didn’t include any directions on how to do that (who do I send it to? How? Where? Any info would’ve been helpful ha).

Further, once I received my bill, I have had an even worse experience. It’s double what I was quoted, and I understand first month bills can be higher. I give them the benefit of the doubt and try calling Sprint to get it resolved. Sprint tells me I’m being charged incorrectly, but I’ll have to resolve it with Best Buy. Again, it’s this second phone that I DON’T ACTUALLY HAVE that I am being charged for as an “upgrade.”

I’m talking to the guy and it’s going pretty well - I even compliment him and tell him he’s been the most helpful one I’ve talked to yet. Things go downhill fast when I try asking about this bill discrepancy and he asks me to describe the person who checked me out then informs me that the person I’m describing has worked there for several years so he KNOWS she did what she was supposed to (that’s worrisome if their most veteran employees are making these billing mistakes). I wasn’t the one who brought up the salesperson; I just said I had some questions about the process. For him to ask who it was and then shut down all of my questions with “no she’s been her forever, so I know she did her job.” ???? He tells me he has already explained and it’s just “beating a dead horse” by having to repeat it to me. I ask for his name, and he tells me he doesn’t have to give it then hangs up on me!

When I call back and ask to speak for a manager, I’m on hold for 15 minutes. Not the type of hold where they come on and say let me place you on a brief hold while I review your file, etc. They answered the phone, immediately put me on hold for 15 uninterrupted minutes. When the guy - who is not the manager - gets on the phone, he doesn’t ask me what I want or why I’m calling. He immediately says I just need to come to the store because they can’t see my bill so aren’t sure of the errors. Fine, totally get that. I would be happy to accommodate this, but I’m actually calling to speak to someone about the way one of the employees just talked to me. His ONLY response? Well our employees don’t have to give you their name.

1. At NO point did anyone ask me why I was calling? So I can only assume I was on hold for 15 minutes while he talked to this other employee and got HIS side of the story but never bothered asking me why it was I was calling.
2. When I acknowledged that I understand employees not giving their names but still being upset over being HUNG UP ON, he says “mhm yeah” ...that’s it. No apology, no attempt to rectify the situation, not even some sort of “it was a miscommunication” attempt at an excuse.

I’ve left maybe 1 or 2 reviews before in my life because who takes the time to get on here and complain?? But this was the most mind-boggling experience to be so blatantly disrespected and hung up on (!!!) and have the manager make no attempt to rectify the situation actually...

Best case scenario: Untrained staff made stuff up on the fly to get a sale

Worst case scenario: Blatant false advertising to get a sale

Full write-up below I purchased the Epson EF12 on 3/14/21. It was advertised in-store as a 1080p display, and online as a 4k display. It was clarified by the employee in question that this unit did support 4k as advertised online.

It does not.

I told the employee I was looking for a "smart" projector capable of running Netflix and Prime Video straight out of the box. I was told that this unit supports both platforms via the Google Play store.

The Epson EF12 does not support Netflix or Prime Video.

I was told that a universal mount sold by Best Buy would work for this unit, and I had scheduled an in-home consultation with a Best Buy rep named John for professional installation.

He was unable to install it to my ceiling, because the Epson EF12 needs a special mounting bracket sold exclusively by Epson that has been on backorder for over a year.

After all of this, I still tried to make it work. I bought a Fire Stick and attempted to order the necessary mounting hardware. It was then that I discovered that the Fire Stick's software did not like the software found on the Epson, and that any video quality over 720p (This unit was advertised as a 4k display!) would result in severe freezing and resultant audio lag.

Now the store is over an hour away round-trip, so naturally I attempt to give them a call first to see if we can fix this issue without an in-store visit only to see that the phones have been disabled and there is no way to contact anyone at the store outside of travelling to the location. Normally, this would be fine, but I was admitted to the hospital shortly afterwards to have a 22mm tumor removed from my Colon. Unfortunately during this time I was unable to make the drive to return the item. I was able to make the return on April 5th-- just 21 days after purchase.. but was initially told this unit was (understandably) outside of the return window. I ask to speak to a manager in person to attempt to resolve the issue, but am refused. The Geek Squad rep ensues this 5-10 minute game of "Telephone" relaying my messages back and forth until I am given an instore credit (not a refund) and am charged $150 for the restock fee.

Closing arguments--

Given the false pretenses of the salesman on 3/14 leading to my purchase, I believe I am entitled to a full refund on this unit. I trusted this Magnolia Theater representative as being knowledgeable in his field, and I even drove over an hour out of my way specifically FOR this product knowledge, but The Epson EF12 did not perform as advertised. The salesman was either untrained and making stuff up on the fly, or willingly and knowingly sold me a unit that he knew would not...