Best Buy — Local services in Lexington

I purchased 5 cricket wireless sim cards on the bestbuy website and went to the store on Nicholasville Road to pick them up. When I went to the pick up section, the guy who scanned my sim cards said, "These sim cards won't be available for activation for some reason. We'll deliver sim cards that really work to your place." I received 5 new sim cards about a week later. I didn't doubt that they would work. I opened one and took out a sim card and sent it to my parents in South Korea because they were planning to visit me. They recieved it okay, and they will put it into their device when they get to the Airport of Dallas tonight (They are on their way). I always sent a sim to them so that they could have phone service in case something unexpected happened at the airport before taking the connecting flight. I called Cricket Wireless to have their sim activated this morning, and I found out that that sim card was not available for activation because it was not scanned by Bestbuy. I went to that bestbuy with all my sim cards to solve the problem. I explained what had happened and said, "This is not the first time. The same issue occurred again, and now my parents won't have any phone service at the airport of Dallas." They couldn't handle this issue. They said, "We can refund your money for the sims that haven't been openned yet, but for the one you opened, unless you bring it to us, we cannot refund your money." It seems they didn't even check their products to see if they really worked or not before delivery. They sent new sim cards because the first set didn't work for activation. When the second set didn't work, they were supposed to do something to compensate for my loss. I drove over an hour twice for this issue (first and second set). I lost my time and gas money, and my parents cannot have phone service at the airport right now. They didn't care about my situation. What they said was, "Oh, it is very fair" when I asked, "If you were in my situation, would you still think that it is fair?" Their poor customer service really upsetted me." I don't know if they know how to scan sim cards to make them available for activation. What made me really angry was that they didn't refund my money for the sim that my parents currently have but that doesn't work. They sold bad items that wouldn't work, and they didn't care about that. It is bad business. Even if they put $20 into a bestbuy gift card to apologize for their mistakes and gave it to me, that still wouldn't be enough. But what they did was insulting a customer like me by saying, "oh yeah it is very fair!" The employees need to be trained better to provide better customer service. It was aweful. By the way, today was my birthday, and they messed that up with their selfish and uneducated customer...

Email that I sent to Service Experience Manager Yesterday.

Re: Terrible Customer Experience - 3220 Nicholasville Store 259 Good morning Sir,

I hope this email finds you well. I'm reaching out regarding an experience I had at this location about an hour ago. I visited the store to look for a monitor, which I ended up purchasing (had I not really needed it, I wouldn’t have made a purchase at all). I live in Masterson, so this location is convenient for me. However, going forward, I will not spend another dime here.

Before I provide the details, I’d like to mention that I have 15 years of experience in sales and customer service, so I know what bad service looks like.

When I entered the store, I went straight to the monitor section. While I was back there, I was going back and forth between two options, unsure of which one I wanted. Additionally, one of the models didn’t have any inventory on the floor, so I was curious if there were more in the back. After about 5–10 minutes of waiting and debating, I decided to get the model with units on the floor.

When I reached the cash register, I was frustrated that no one had offered assistance. I shared this with the cashier, John, who apologized and agreed that it wasn’t acceptable. I then asked to speak with a manager, and Jackie (a short, blonde woman) approached. I was surprised she was the manager, as she had walked past me earlier while I was looking at monitors without offering any greeting or assistance.

I told her directly that the customer service was lacking. She seemed visibly annoyed by my comment, made a face, mentioned she hadn’t seen me, and then walked off. At this point I asked John if there was another manager in the store. This is when I really got pissed off. John called over the radio to a Justin (Another manager); Justin legit replied to John with, "I can't talk to him, I'm busy doing something else."

John was taken aback by the manager's response and honestly didn’t know how to reply. He shared with me everything the manager said over the radio. I thanked John for keeping me informed and then asked him to return the $370 monitor I had just purchased. In that moment, I realized I was acting on emotion and still needed the monitor. Additionally, I didn’t want to drive to the Hamburg location. John then suggested that I reach out via email, which brings us here.

While I’m unsure what actions will be taken, my experience was very disappointing. Just four months ago, I purchased a MacBook from this location for $1,700 and received no assistance that day either. I truly feel that some of the staff in the store may have issues...

STAY AWAY FROM THIS PLACE!!! If I could give zero star I would!! Went to Best Buy on Nicholasville Rd to get daughter first phone for Christmas. Spoke to young man regarding adding a phone to Sprint account and additional monthly cost, then discussed phone options. He looked on YAP and informed me I could lease IPhone 7 for 18 months at $14.95 then receive $10 monthly credit from Sprint, net monthly cost 4.95. Second option would be purchase IPhone 7 for same net monthly fee of $4.95 for 24 months (what a deal). That's the way I decided to go, another young man completed the activation I specificity asked him to verify this deal, he did on the same app (YAP) and said this was correct, even wrote that down on a piece of paper. He printed contract I asked about the $27.95 fee and he said the discount comes from Sprint due to you original contract, when you receive your first bill the $4.95 will be reflected there. Completed the transaction (1 hour 15 minutes) and left. I felt this deal was to good to be true so called Sprint to verify, you guessed it, not accurate information. I them called Best Buy , and 15 minutes later was told nothing they could do but cancel contract and sorry about your luck. Drive to Best Buy the very next morning, went to Sprint desk they told me to see Customer Service, went to Customer Service and after 10 minutes was told to go back to Sprint desk. General Manager walks me back to Sprint desk and tells me we are going to get it worked out. After waiting 15 minutes guy comes up to me takes phone, gets on computer and starts typing. I asked him what are we doing, the little punk told me he was cancelling contract. No problem, how long will it take, he replied 30-45 minutes. I told him I have been here for 20 minutes and cannot wait that long, the little punk said "then you will have to come back". I calmly said never mind I will go to a Sprint were they have professionals working, "he replied there is one across the street in the mall". Never once did they attempt to resolve the issue, not once did they apologize for my waisted time. I will never step foot in this Best Buy again, not due to the mistakes but they way they treated me...