Best Buy — Local services in Killeen

Horrendous! From this day forward I will tell anyone and everyone of my experience. I went in store to purchase a new TV for my husband. I was told 2 were left on the shelf. Salesman refused to even look, insisted his "phone" said none were in store and I'd need to order. Said delivery could be the next day. Rang up my sale, I had to ask for the warranty, he then says computer tells me delivery will be in 2 days. Also told me delivery would be through Best Buy. I spent both days at home waiting for delivery. By the second day which was a Sunday I still had no TV, I checked my emails and discovered delivery would in fact be done by FedEx. I contacted FedEx only to be told the TV had been lost and an investigation would need to be done on their end because they had no idea where or when the TV could be delivered. The following day I went to the Killeen, TX Best Buy to get a refund. I dealt with the Assistant Store Manager. She told me because it was a CASH sale I could not be refunded my money. Excuse me! I was insistent that my money be returned because I had no TV and no idea if the TV would be found. She contacted the corporate office and they told her I couldn't have my money instead I needed to call them to get my money back. At this point I exited the store to go sit in my car because I am disabled with a bad back. I called corporate and this person informed me because it was a cash sale they couldn't help me and I needed to go to the store and get it there. So while on hold with the corporate office I went back into the store to speak with the ASM again. The ASM spoke to the corporate rep both explaining to each other what they were told to do. Then the ASM said she has one more person to call. After that phone call I receive my refund and leave the store. Two days after that FedEx comes to my house with the found TV and I refuse delivery of it and state return to sender. Now one day later I've received to phone calls from Best Buy telling me I need to bring the TV back or come in and pay for it. I've spent the day on the phone with FedEx where they were able to confirm that I did refuse delivery and even received a case/confirmation number. Tried calling the store for several hours and no one picks up. Called corporate and sat on hold for 45 minutes before a rep answered. After explaining all that has happened he puts me on hold to "find out what to do". Absolute horrible experience! Terrible customer service! Store employees not willing to work with customer and corporate reps have no idea how to help. Sat on hold with corporate today for 45 minutes and the man helping me just wants to know if "I want off the hook". I am beyond frustrated!!! Never will I ever shop Best Buy again! You got a 1 star only because I was...

6:30 pm - arrived at store with purchase in mind. Had done online research and needed to talk with someone about a few variations in different models so that we could finalize our decision.

1st problem: No one in the store appeared to want to be working. Waited around the counter where the product was but no one even noticed our presence in spite of tapping and speaking loudly about anyone working in the department.  After several minute with no attention, finally had to go track down an employee from the customer service guy (what a joke) who told us the guy we needed was helping another customer and pointed him out.  NO, he was not helping another customer. The customer spoke only Spanish and he'd already passed her off to another employee. He was only hanging around monitoring the conversation, of which, not a word could he understand. So what was the point of him brushing us off and telling us he'd be with us in a  moment.

2nd problem: Employee didn't have any knowledge or expertise in the products we were looking at. He said that employee had gone already and they had no one in the store to cover but HE'd try to help us.  His help amounted to him reading the display cards under the products and telling us why he has the phone he has which was a completely different brand and nothing we were interested in.  The rest of his assistance was him researching customer reviews ONLINE and telling us what they had to say. I pointed out the fallacy of using un-vetted reviews from people with questionable technical skills or knowledge.

3rd problem:  When it was clear employee could not give us any qualified help, we told him we'd go shopping at other stores and if we didn't find a better price, we'd at least get the education and come back to make the purchase.

4th problem: We found the same product at another store for $50 less and bought the product there.  But they had no accessories and suggested we return to Best Buy but when going back, we discovered Best Buy also had no accessories that would fit this model. Customer Service dude overheard our frustration and sent us to the mall where he said they had a kiosk with nothing but accessories for our product.  Nice try, but upon arrival, mall was closing down and even though NOT closed yet, had no interest in selling anything to anyone.  Which, of course, is outside of B.B.'s control but just ONE MORE source of frustration to make what should have been a simple purchasing proceedure even more of colossal F.U.

Unfortunately, this is not my first bad experience with this chain.

Would I go back to Best Buy for another purchase?  Only if they were the only store in the world that had what I needed and it was a life &...

My wife and i have been Best Buy customers for at least 10 years. It's our go to source for all mobile phone upgrades. So when we got a notice she could upgrade to the new Samsung z fold we were pretty excited.

Went into the best buy Killeen location and the mobile dept left much to be desired. The gentleman with the beard couldn't really be bothered and wasn't much help. He brushes us off to another lady with red hair who was helpful.

The phone wasn't in stock but she said we would be notified once it was in stock and they could transfer all our data over and we could pick out accessories and insurance plan at time of pickup.

We were notified a few days later and again, the guy with the beard couldn't be bothered and a young lady with gold eye shadow tried helping us. She just handed us the prone in box. I asked what about the data transfer? Activating the phone? She asked the beard and he said it was a $40 charge. I was dumbfounded. When purchasing a new phone they always data transfer and activate the phone for you. Her reply to phone activation was we have to go to a Verizon store! No offer to add accessories or insurance. Just take your phone and let me get back to my personal cell phone activity.

Why should we even bother buying from best buy if we have to go to Verizon after to activate it? Needless to say it was our worst best buy experience in 10 plus years and if this is the way best buy is doing business we will be sure to take our business elsewhere.

I called to speak to a manager and have yet to get a call back. Call their number and your routed to a national phone center that can't answer any questions.

I would strongly suggest looking for other businesses that actually care about their customers and boycott this Killeen location. Their mobile phone dept obviously could care less about their customers whether new or old. Perhaps limiting employees personal cell phone activity would be...