Best Buy — Local services in Jersey Village

I try to give this specific location on 1960 at Willowbrook a chance but everytime they let me down. If I could give this place 0 stars I would. Walking in we were greeted very warmly, then approached by someone asking if we needed help, we didn't at the time. Once we decided, we asked for help and a young lady knowledgeable gave me information that was useful for my decision, she was actually getting off for the end of her shift unfortunately. I stopped a young man drinking his energy drink by the cameras for help to get an item out of the case. First he seemed hesitant to even help me then he didn't know as much information as the first young lady in the same section. I had to ask him twice if he could let me look at the two items to compare. While in the middle of making our decision for which one we would purchase he says "we also have a financing program, if you want to finance." First of all we never said the price was an issue, we never asked why was one price higher than the other, and we never said "wow, that price is a bit too much" NO. I would understand if we had made any one of these comments or even asked him about the price. He might not have meant to, but he came off very rude as if he didn't think we could afford the items we were looking at. We wanted to make a concrete decision and compare the two while we looked around some more, so we said we will be right to get the one we wanted (despite the comment, and his off putting demeanor). I looked online to see what other offers there might be as far as items included, I was going to ask about it. I made the decision to get both but still wanted to know about what I found online. When we came back to the section there was no one to be found. I went to customer service to see if they would be able to tell me if what I found was in store as well. Instead of looking if up, they sent me back to the section and said to wait for someone to come to the section to help. No body showed up, frustrated we were about to leave, when a representative from another company told us he didn't know much about the product we were looking at but, the person for the specific department was with another customer. The customer service person could have let us know that, instead of watching us wait for a long period of time for someone who wasn't even on their way to assist us. 2 people walked right past us, in no hurry. We saw 4 other people in blue shirts following eachother around and playing, yet no one could stop and say "is there something you need?", or "the person for this section is with a customer right now, if you don't mind waiting." Instead someone who was not employed there tried to help us. A blue shirt walking by the, different company person stopped him and told him we had a question, instead of having the courtesy of coming over to us with the information, he told the man trying to help what we were wanting to know. I will not put these people's names on here because 90% of that entire staff needs to do some sort of customer service/common courtesy training. I have never had a good experience in this store, at this location, and I am always leaving disappointed. I left not getting what I came in there for, nor the second choice item which I really wanted also, because on one who actually worked there would come assist us. I like Best Buy but I will probably never come back into this location again because they are not good with people or...

Never go to this Best buy and their geek squad and pay for them to install your screen because then they will scratch your actual phone screen and say you did it even though it was pristine when you brought it to them and it was literally bought that same day. They will do nothing except blame you for the scratch because they're magical cameras that can somehow see that kind of detail in the back. However, they wouldn't watch when they actually did it only whenever it was in the back and I gave them the time on my receipt to review from. They did it when they took my phone because you know the properties of diamonds can scratch diamonds, well the same glass can scratch the same glass and you stacked my husband's phone on top of mine and it lines up perfectly with the camera and I didn't do it, they did. I would very much like someone from corporate to speak to me. I will be reaching out to them if they don't. I am not letting this matter go, I will be refunded for this outrageous bull. Also, do not tell people you cannot show them the camera when it's out on display every day for anybody just to see as they walk by because it's in the middle of the store. They took my phone and said they'd have it for 5 minutes and they tried to hide what they did because they had it for nearly 20 and I had to go get it from them because they weren't bringing it and we're avoiding us. When I got my phones back they tried to stop my husband's on top of mine again and I wouldn't let them because I'm sure he was trying to hide what they did as well. If they're going to do a screen install, they should absolutely never, ever take them into the back and I was pissed about that too. My screen was pristine when I gave it to them and he even admitted to that, but they still won't do anything. Never go to this Best buy. They also lied about AppleCare saying oh bring it back to the store they bought it from because that was not in the notes and they also didn't put that they scratched in the notes they implied it was there, I know this because the Apple store would actually be open and honest with us. I would have had a screen installed there, but they didn't have the screen I wanted.

Photo is the scratches underneath a new screen protector that they tried to imply was hair and that I had them take the screen off to show it wasn't, then they also tried to backtrack and say we were saying it was a hair and they thought it was a scratch and that we took the screen off and the crack screen was ours and all this other bull. Every time I would interrupt to correct them that no, we said it was definitely not a hair and your other guy took the screen off and then confirmed that it was a scratch and so on. They will try to put words in your mouth. They kept taking my phone out of my view and I really am pissed about that too. They took it to a manager's office and again out of my sight. Why would any good assistant manager take a customer's property out of their sight when there is already an issue??? Massive lack of judgement and needs to be addressed.

Zero...

This Best Buy has some of the most amazing, knowledgeable and friendliest staff. Their customer service in store is grand in the departments of Phone Tech & TV & Media. We always leave with what we came for, sometimes what we didn't.

A huge shout out to Luis Duque for all of his hard work and hours spent showing us different setups in the media center. I recommend asking for him directly!

Another grand shout out to Victor & Michael in the Phone Tech center for always being a great help on answering questions and assisting us during our upgrades! They are always very patient with us and take the time to assist us. Def recommend these two guys.

Now the part that pains me to say this, and I am very sorry because this is where the other 2 stars were not valid. Although, we love this Best Buy location and we will continue to give it our business, the phone line geek squad & customer service is not very helpful. We dropped a phone off at the Geek Squad and were told it would be ready for pickup the same day late in the evening, and if not we would receive a phone call. That call never came so I called almost an hour before closing, only to get their phone customer service that is not actually in store. It is the national service line that picks up. This was stressful because all I wanted was an update on the phone dropped in store, and unfortunately the national customer service line was no help as my order number was supposedly invalid. Even though I read the document received from the Willowbrook location, number for number, I wasted an hour talking to someone to not get any help. I understand the instore portion both has high call volume and closes, but if they would've honored their word of a call to let me know if the repair was taking over night as opposed to same day pick up, we wouldn't be here.

Now to say all of that, we will continue to use this best buy, just know if you take something to Geek Squad or if you ever call during a high call volume, you're best bet is to just go in person during store...