Best Buy — Local services in Lewisville

This 1 star review is towards the in-store pickup system and not the actual associates in the store, who were more than helpful and don't deserve a 1 star Regarding order #BBY01-806762753476, I placed an online purchase for the GoPro 10 at 11 am with the intention of picking it up from the store. However, by 5:30 pm, I hadn't received any update on the status of my pickup. Aware that the store closed at 7 pm, I contacted customer service for assistance. They assured me that the item was available and ready for pickup.

In response to this information, I drove for over an hour to reach the store location. Unfortunately, when I approached the counter, the agent informed me that the item had not been retrieved yet. This was surprising to me since the GoPro 10 is not a heavy item requiring multiple people for handling. I explained to the agent that I had been informed by customer service that the item was available and that I couldn't return the following day due to scheduling conflicts. However, my concerns were disregarded and the sytem was blamed.

Frustrated by the situation, I decided to take matters into my own hands. I walked over to the Camera section, where I found the GoPro I had purchased. I approached the staff there and inquired if it was possible to complete the purchase since the payment had already been processed and the item was physically present. Regrettably, I was informed that the system did not allow them to proceed with the transaction, and the only option was to cancel the order and make a new purchase.

Complicating matters further, I had used a third-party payment processor for my purchase, and the funds had already been deducted. If I were to cancel the order, it would require an additional 3-5 days to receive a refund. Considering this, I expressed my inability to go through with the cancellation and the subsequent waiting period to the agent. However, no resolution could be found, and I was left with no options.

Now I find myself disappointed with the store pickup process, as this is not the first time such an incident has occurred. If I am informed that an item will be ready within an hour, I believe it is reasonable to expect it to be available within a timely manner (approximately 2-3 hours), especially if I have to travel 1-2 hours to collect the item. Adding to my frustration, the price of the same item has increased substantially and most likely would not be able to purchase it before my travel, and it is highly likely that it will not be available when my refund is processed and I can repurchase it.

Overall, I am deeply dissatisfied with the store pickup experience and the inconvenience it has caused me. I hope Best Buy updgrade their instore pickup program, and hire more associates at the store to make the...

NEVER EVER GO TO THIS STORE

I have bought one open box Samsung monitor on may 31st from stemmons fwy store, I did not like the video quality so I decided to return the monitor on next day to the store and that's when the drama started.

Their geek squad manager and the person on the checkout(Ashley) reached out to me at the counter and said she can't return the product because serial number is different on the product than the box. I requested them to check with their salesperson because he had opened the monitor so that he can confirm this is the same product which I had bought the other day and to that they replied he's not around and they can not return it. I ask them if I can speak to their manager and Ashley said she is the manager. I asked her to call someone senior but she denied that no senior is present today. I asked about their availability but she said she can't say about anyone's availability.

I tried involving some other guy but Ashley jumped in between and asked me to take the product and leave. She said we have to keep it. I need to call my friend and she came all the way driving to this place and tried to understand the situation but it was the same story. We have asked for the customer support number to that she said she does not remember it. My friend found it online and called them up.

Customer care executive Laxmi understood the situation and talked to Ashley but of no help.

Now things changed after Laxmi escalated the situation and Danial(Laxmi's manager) came to the rescue. He insisted to talk to someone senior in the store. And Ashley called Amanda and she came(But she was not in the store right? well Ashley lied).

Daniel spoke to Amanda and Amanda said Ashley is right, she only knows this much stuff. (The question is Ashley didn't know Amanda is the senior???). Why didn't she called her earlier?

Well Amanda heard Daniel and you know what?? She hanged up on Daniel and rudely said "LET ME TAKE CARE OF THIS".

Again thanks to Daniel, he called back to confirm if the call was disconnected. He was surprised to know that Amada hanged up on him.

Then being frustrated, Amanda returned the product and paid us back.

We wanted to buy a TV, a mac mini, and an Acer monitor. but we dropped the plan after all this drama.

Moral of the story, don't go...

As a loyal Best Buy customer for over 30 years, I never thought I’d be writing a review like this. Over the decades, I’ve purchased everything from TVs, audios, networking, and laptops to a multitude of accessories — always choosing Best Buy over competitors because I believed in their service and commitment to customer satisfaction. Unfortunately, my recent experience has changed that perception.

The current return policy is overly rigid and unfriendly — especially toward long-term customers. Best Buy only offers a 15-day return window for standard customers (even less if you’re not part of their membership programs). Unless you’re paying for a My Best Buy Plus or Total membership, you’re essentially penalized for being a regular shopper. In today’s retail environment, where customer loyalty is key, a 15-day return period is simply unacceptable — especially when competitors like Costco, Amazon, and Target offer far more generous policies.

What’s worse is how inflexible the store and customer service teams are when it comes to good faith returns. I recently attempted to return a product just outside the window — unopened, with receipt in hand — and was met with a flat-out “no” and zero willingness to work with me. No store credit, no escalation, no acknowledgment of my purchase history. Just a cold policy readout and an unhelpful shrug.

A company that has earned decades of my business should be willing to show basic flexibility — especially when the return is reasonable and in good faith. That’s how you retain loyal customers, not drive them away.

Best Buy needs to seriously rethink how it treats long-time shoppers. Policies should be designed with the customer experience in mind, not as a blanket rule to deflect accountability. I’m deeply disappointed, and unless things change, I’ll be taking my business elsewhere —...