Best Buy — Local services in Irving

I’ve never posted a negative review until tonight. The review will show one star because you cannot select zero and still be able to post. My experience with in store, chat and 800 Geek Squad was totally unsatisfactory. In the past 8 years I have bought 2 televisions, 5 notebook computers, iPads and iPhones from Best Buy.

My 40” Westinghouse television set has internal speakers that stopped working a few days. I tried a few online solutions but nothing worked. I knew that I had purchased a 5 year Geek Squad plan with it back in August 2016. After going online I discoverd that because my set was smaller than 42” I wasn’t eligible for an in home repair. No big deal I thought because an appointment to drop it off at the Irving, Texas store on Airport Freeway was easy to book online. The instructions said to bring in any power cords or accessories. These instructions I found out were not complete. I arrived at the store a little early and there was only one person in front of me. Wait time was less than 5 minutes. I let the Geek Squad folks know what my problems with the set were and that I really liked the picture on the set. They told me that it would be a month before my set would be back at the earliest. An additional two weeks would be added because I didn’t bring the original box. All repairs are shipped out. They said that waiting on a “ taco” for shipping really slowed things up. There were no instructions anywhere online or in my confirmation that said : For FASTER service bring original box ! I have the box. It’s hard to believe that a company as large as Best Buy or Westinghouse isn’t set up better for repairs. If this was 1975 I might understand. These wait times seem pretty unreasonable. I’m not asking for Amazon Prime Next Day or Same Day, I’m just hoping for 2018. The in store reps weren’t rude but didn’t seem surprised when I wasn’t happy about the month plus long wait time. So I left.

I thought surely someone in Geek Squad chat could help. But in about 2 exchanges they told me to call the Geek Squad 800 number. The phone rep quickly agreed with me that the month plus repair wait time and situation regarding the original box were ridiculous. She that typically a replacement was a better solution. I felt like things were heading toward a solution. I really just wanted my original set back in a reasonable amount of time. So she got my information and pulled up my info. Apparently if the television was a 42” that would be the case but not in mine. She said the wording in the plan didn’t allow for that until after the set had been in for 3+ times in a specified time. So it seems as though my protection wasn’t good for much of anything except an empty promise and coverage is really only for the 42” sets. We customers with the smaller sets are out of luck.

Unless Best Buy steps up my solution will be to try a sound bar (not from Best Buy) and hope that works. I certainly won’t be shopping there or recommending them anymore. When I purchased the Geek Squad Plan a promise was made and that promise was not fulfilled. Now I have a television with no working internal speakers and a repair plan that doesn’t help with...

THIS REVIEW IS FOR CORPORATE BEST BUY NOT THE IRVING, TX STORE

On Friday October 11, 2024, Best Buy’s Geek Squad delivered and installed a new LG television. During the installation they broke my existing Samsung television. There is now a huge white line down the middle of the screen. See the attached photo.

Called their customer service number the same day and filed a claim.

On Sunday October 13, 2024 Tonya called regarding my claim. Unfortunately I missed this call. Returned the call on the same day and left two (2) voicemails. On Tuesday October 15, 2024 Tonya called again and I also missed that call. Returned that call again on the same day and left two (2) more voicemails.

Tonya has never returned my call from my voicemails. Still have the voicemails Tonya left me.

Do not keep my ringer turned on while at work so I do not disturb my co-workers.

At one point, I called Customer Service and spoke to Ken.

He stated he understood my issue and had created a ticket to resolve the issue. During this call, I was very clear which television was broken (the Samsung) and which television (the LG) was working. Even clarified during the call that the Samsung would be picked up and replaced. Ken said yes.

Due to all the issues I have had I went to the store in Irving, Texas and the staff checked on the ticket Ken had created. The ticket Ken created was to have the working LG television picked up and replaced with another working LG television. There is nothing wrong with the new LG television. Why would anyone create a ticket to have one (1) working LG television picked up and replaced with another working LG television.

The incompetence of the Customer Service team is mind blowing.

It should not be this difficult to speak to someone who knows what they are doing, and can assist customers over the phone.

Since that time, I have been back to the store in Irving Texas and staff there have called Customer Service on at least three (3) occasions and there is still no resolution.

The last call was on Thursday, October 31, 2024 and we spoke with Amanda. At that time, my issue was again escalated and I was supposed to receive a call within 24 to 48 hours.

It is now Monday, November 4, 2024 which is 72 hours and I have yet to receive a call. Also somehow during this entire debacle two (2) case numbers have been created.

In another week it will have been one (1) month since Best Buy broke my existing Samsung television.

If this is the type of service that Best Buy provides, maybe I need to find another place to buy my electronics.

Although I will say that the staff at the Irving Texas Best Buy have been phenomenal. Want to give a particular shout out to Jamion,...

This is the second time me and my husband went to this Best Buy to give it a try since they always seem too busy to assist customers in the store. So we got to this store at 11:50 ish (am) looking for a security cam. We already spent time in security cam section to make up our minds on what we wanted. So we came down to 2 products on which we needed assistance on from some employee at Best Buy. I went and asked for some assistance.... some guy told me he will send someone in a min..... 20-25 min goes by... no one shows up! We understand being busy and not having enough employees to assist everyone so...I went up to the front again and got a lady this time to help me get some assistance .... and mind y'all.. I already explained her that we have been waiting for quite sometime.... she says we are all tied up but we will send someone over to you guys asap..... another 40 mins goes buy .... no one shows up .....so I try to sit down with my 9 month pregnant body with swollen feet. My husband spends another 15 mins just to get someone to help us buy 1 of the two products which is kept in a lock&key!! No one ever shows up at all!!! We walk right in front of the lady who said she will send someone asap... and no words get exchanged .... we proceed to leave as no one cared to assist us over an hour. Never will I ever walk into this store or let my husband go in either.... to get such laid back and ridiculous customer service.

I understand being busy but do not understand "careless, irresponsible and unapologetic" behavior of the staff. There is no proper way to assist people in first come first base at this place .... many other customers were wondering around as well.... not knowing whether they will find some help or not.

Only if someone would've spent 5 mins with us we would have bought the product and be out of there ...but it's just impossible at this store.

Don't have someone stand at the door to just welcome customer when y'all really don't care on what happens once we enter the store!!! Please pay someone to assist .... not just stand and repeatedly say "we will send someone". I could have complained to the manager...... but I chose to just leave a review so that this can be read by the staff and others. But I will never spend my money at this store ever again. Posting a picture of my swollen feet to show .... that even in this situation we waited over an hour just to get "5 mins of...