Best Buy — Local services in Mansfield

I would rate a 0 if able... Horrible experience at this store with 2 iPhone 11 purchases. I ordered online, charged $30 activation + tax per device, and went to pick-up the phones. First the Mobile tech. started issuing gift cards for our trade-ins when we already chose to apply the value to the new phones. He never even asked us, or checked the order, just started creating the gift cards. I luckily caught him doing so at the beginning, but then he had to get a manager to revert the gift card and apply the $ back to the phones. This added at least another 30 minutes to the process. A more experienced tech had to take over and he also did not show us our phones were reset, only said they were, which they are supposed show us to confirm. Before leaving, the tech confirmed the new phones were activated, we just needed to restore from our backups once we got home...

Once we got home, we began restoring our phones from iCloud backups, then realized neither phone was fully activated and we could not make calls. We tried to activate per the link in Best Buy’s email, but that requires you to call a phone # to complete activation. We couldn’t call because we both traded in our phones and there was no URL to complete! AT&T’s site showed they were both already activated and it would not work either... I had to use Skype to finish activating my phone, but when trying my wife’s it said it was already activated...

I had to call AT&T the next morning to get the issue with my wife’s phone corrected. Best Buy entered the wrong SIM card info on top of it all! The AT&T tech stated Best Buy was pushing product without taking care of their customers and activating properly..

It seems that when you order a phone online via Best Buy, they only partially activate the phones with AT&T and require you to call in to complete the final step. The problem is there is no Best Buy URL to do this final step and you MUST call, which is difficult if you traded your phone(s) and have no land line! Also, due to this (lack of) partnership between Best Buy and AT&T, AT&T’s activation process does not work for these Bust Buy purchased devices...This is supposed to be a streamlined process, but it is majorly flawed and Best Buy employees do not do any verification... I went back to the store the next day to talk to a manager about the issues, and also make sure our traded phones were properly reset, but the manager took no ownership. Basically he said his superiors would not listen to him, he did acknowledge the process gaps and reset proof should have been shown, but escalation would do nothing. I’m not sure what he manages if he doesn’t enforce process with his people and cannot escalate customer issues... They also could not find our phones and assumed they were shipped out after our trade-in. No confirmation could be provided.

I also received my AT&T bill and they also charged an upgrade fee for each device on top of the activation fee I paid Best Buy. The activation fee already paid to Best Buy was not communicated to AT&T! We are existing customers, the Best Buy online purchase process verified this, and we should have just paid an upgrade fee only! There was no way around this online activation fee. AT&T confirmed we should have paid the tax only and they would charge the upgrade fees on the first bill. This is an obvious gap their processing between AT&T and Best Buy. AT&T also has no way to verify we already paid this fee to Best Buy and we must go into an AT&T store and show them the Best Buy receipt to get the upgrade charges removed from our bill. AT&T Loyalty team has no way to receive email or evidence of the payment from customers. This is again ridiculous given the field and services they provide...

I cannot fathom how 2 technologically advanced companies such as these, which deal in tech/comm. services, are so technologically deficient in their processes and partner communications.

I would strongly advise against using Best Buy’s wireless device online purchase process and utilizing this store for these types of...

First the initial approach was rude and inconsiderate after show the employee the order number on my phone and explaining, I was calling the person that place the order. He told me I would be able to pickup the order and walks away. I remain seating there and another employee ask me to move my car. I ask for the manager he says he was a acting mgr, He explains what need to be done. I leave my place in line come back after we have done what they said would be required. The manager who was somewhat helpful approaches the car. I explain the situation, and she says the everything must go through corporate first, and that I would need to pull up and wait. After 1 hour my supervisor call the store ask to speak with the manager. He was told that they were busy and he would need to leave a number. His reply was that's Asinine my employee has been wait over a hour in the parking lot. Sir he will need to go to the drive through pick up she responded. On the three way call, I replied I am in the pick up line. The next thing that happens the same associate that initially came attempt to car come towards me saying he did appreciate me call and cussing at his employee on the phone. Now, I'm upset first of all I wasn't the one calling, neither of us cussed, and we still don't have our order. The kid is tell me to get back in my car pointing at me, i took one step forward and said excuse me. You accusing me of doing something I didn't do and pointing telling me the customer that has spent thousands of dollars in your store to get off a public sidewalk. Son you don't have the authority to tell me what to do. He then proceeds to tell me he's calling the cops to which I replied go right ahead. Then the manger comes a says they're just going to have to cancel the order. She wasn't concern that her employee had just false accused me of something and btw the word was ASININE- DEFINITION EXTREMELY STUPID,OR FOOLISH is not a cuss word. After explaining again what occurred she says we can cancel the order and repurchase the merchandise. OKAY LET'S DO THIS! By now BEST BUY IS NOT LIVING UP TO ITS NAME. The Cops come now and ask me what was going on? I explained to the two officers, and then they walk up with the merchandise that they said they could give me because, I was the pick-up person. They charge it to my card, and hand me the merchandise with the original persons name on it and not mine. Go figure. This is the second time something like this has happen at this store, and likely the last time. The first purchase was well over a thousand dollars. This is unacceptable customer service, I worked 35 years Retail sales in customer service. You should at least talk with the customer before you allow some young person make the decision to call the police on a legitimate good customer. And you clearly need to use more common since when dealing with customers that have visible proof their legitimacy. The majority of people are honest should be...

I usually do not have a problem at this location…this is the 1st incident. After walking around for roughly 5 minutes without finding anyone to assist me, I ran into a Customer Service Representative, Lauren, (she was headed to the counter to assist with customers which she actually told me this as if I was suppose not ask my question which is where her attitude started) was very abrasive, only answered my questions. She told me I did not have any other option which seemed extremely odd; her primarily focus was to get to the 6-7 customers waiting in line. I was really bothering her so why did she even stop. So I “thanked her” and begin to walk out. As I was walking out I ran into one of the Managers, Tyrek.

I did not tell Tyrek what happened with Lauren I just asked him the exact same question. He actually walked me over to the products to compare gave me options that the store had one option was to add an accessory and offered to order the actual product for me to have it delivered to my home in 2 days. Well when I opted to follow that option. Guess who he asked to assist me, Lauren, so we met again. I still didn’t tell him about our earlier encounter.

Yet when she started the purchase she still had the chip on her shoulder. I did not know what she had with me or if she is not a good customer service rep. However I had to give her feedback. I told her to improve her response to customers because I was on my way out for the door with “FALSE” information. Her response was “EXCUSE ME” since she acted as if “who are you to to tell me?” I told her to become more approachable because she was RUDE.

I hate that this situation happened at this location because it overshadows the AWESOME work that Tyrek and his other staff has done over the years I have gone there. I should have told Tyrek I didn’t want her to cash me out, however, I would look silly. Yet I wouldn’t be able to warn you all about this horrible behavior from Lauren. She really need to be in a no contact (or no customer service) position. Just my recommendation.

Thank you again Tyrek. I really appreciate you taking your time explaining my option & your...