Best Buy — Local services in McKinney

My 87 year old father in Arkansas had ordered a TOSHIBA 75-inch tv as a Xmas present for us. He ordered it off Amazon since he lives 5 hours away only after seeing that it was sold by Best Buy and he had confidence in your products. It was delivered to me on 12/13/24 we opened it 12/18/24. We turn it on and there were lines and colors going through the screen. No actual signs of cracked screen but something is busted somewhere. But after looking through the reviews I saw this was an obvious problem with this tv and possibly the reason the price was so low. Next day I call Best Buy customer support 888- 237-8289. He said since this was delivered by Best Buy that I would have to call another Best Buy # 800-433-5778 to talk to the delivery service. This guy tells me my dad would have to start the return with Amazon then it would be in their system and I would need to box the tv back up and either schedule them to come back to pick it up or I could just return it to any Best Buy with the return code from Amazon. At this point I just want to get it credited back to my dad’s account. I never asked for this tv. This is a hassle I did not ask for! That night we get to the McKinney Best Buy They took the tv to the back and we went to CS. Gave the lady our slip with the barcode. Then she says we can’t return this here since it was purchased on Amazon. WHAT? She scanned the code! She has all our info! It’s Best Buy! It’s what Best Buy told us on the phone! She then gets another guy up to the counter. This guy tells us we have to take the tv to an Amazon warehouse! He tells us Best Buy customer service tells people that all the time and they are wrong. Are you kidding me? There is NO way I’m driving this 75 inch tv to an Amazon warehouse (they couldn’t tell me where one was) during Christmas time! Eventually this same guy decides he can give us a credit for the amount of the tv minus the taxes. I was all for this idea although my husband was not, considering all the stuff we had been through. He thought we should get the full amount. So the guy goes and talks to his manager. The manager comes up. Super big chip on his shoulders. Says we have to return the tv to the Amazon warehouse and that’s it. I tell him about the Best Buy numbers I called earlier in the day and he starts talking over me and cutting me off which causes me to get louder and upset because this guy is trying to shut me up while I am trying to explain my situation. He tells me the second # is to the Geek Squad and there is no way that they could have told me that! I asked him if he is accusing me of lying? I pulled out my phone and showed him the two calls I made with the lengths of time. I don’t have a recording of them but what else can I show him? He was very condescending and snappy and not the kind of person you want to have dealing with your customers when problems need solutions. Had I been there alone I am sure I would have broke down in tears but I just walked away and let my husband deal with it. I have never been pushed to that reaction at a store in my life. In the end you know what happened? We had to take the freaking tv home again. The manager gave us a “free” pick up at our house on Saturday for whoever is coming to pick this tv up. So the Saturday before Christmas I am going to be stuck here ALL day waiting on whoever is going to be picking this tv up whenever they decide to come! This has been the worst experience I have ever had with a retailer EVER and I will make sure all my friends and family know about it. You would do a big service to the store in McKinney by getting the manager that was working that night some extra training in communicating effectively with the public. I know my family and friends is no dent in the big picture of your company but if this is the big picture of how your stores are running I would be worried. Especially the fact that the only people that were in the store were in the return line. I added pics of my note pad, tv in box & receipt w/ mgr ID #. I will be forwarding this to the Best Buy...

Best Buy is a joke! I gave 1 star because there is no lower rate than a 1 star, they actually deserved 0 star. Back in November I bought a Kitchen Aid refrigerator that costed me about 5K from the Best Buy store in McKinney. The refrigerator had some issues, I called Best Buy asking to replace it. The delivery guy came with the new refrigerator, but he talked me out of exchanging the whole refrigerator and replaced just the defective item in it. After a month the problem occurred again. I called back and asked them to replace the entire refrigerator again and not just the defective item. Which they agreed and did replace it. Then the whole other problems occurred, the ice wasn't dispensing from the ice maker, except in the middle of the night when we are sleeping, it just suddenly automatically starts dropping the ice cubes on to the floor. The water is constantly dripping from the water dispenser. I called back and asked them to replace it with another brand equivalent to what I bought, they suggested me the Samsung, which I agreed to buy. However, three times the delivery and installation was cancelled on me without informing me about it. I took personal days off my work to be at home and wait for the delivery people, and they just cancelled on me again and again. Not to mention the fact that every time I expected a delivery, I was taking all my stuff out from the refrigerator, put on the counter in a room temperature environment for several hours and then after realizing that no one is actually coming I'd put my items back in to the refrigerator. All my meat and dairy products would spoil. Every time I call Best Buy I’d speak with several people and they wouldn’t be aware of the whole picture, so I had to spend hours and hours to go thru the whole story again and again. Half of the time they would put me on hold and the phone would drop, no one would call back, and I'd call them again and the carousel will start all over again. I specifically told them that I have only one refrigerator and they will have to schedule the pickup, delivery, and installation on the same day, but they would schedule it pick up first and then after 4-5 days delivery and installation. Where am I going to store my perishable items, they don’t care. After the delivery was cancelled on me for the second time, they assured me that this time the pickup&delivery&instalation will be on time, and compensated me with a gift card, AND, SURE ENOUGHT, THEY CANCELLED ON ME AGAIN FOR THE THIRD TIME! This is not Best Buy, this is the WORST BUY, I'LL NEVER BUY ANYTHING...

I recently had an incredibly disappointing experience at Best Buy regarding a screen protector for my iPhone 14. When I purchased the screen protector, I was assured of a lifetime warranty for it. However, when I returned to the store because the screen protector had become bubbled, I was told that the product I had bought was no longer available and therefore couldn't be replaced. This was already frustrating, but what made the experience truly appalling was the attitude of the store manager.

To make matters worse, it became evident that the product was still available through the vendor but under a different name, marketed as a "blue light block" protector. It seems that Best Buy had simply rebranded the product, thereby avoiding their responsibility to honor the lifetime warranty. This deceptive practice is unacceptable and reflects poorly on Best Buy's commitment to customer satisfaction.

When we asked for assistance from the store manager, she displayed a complete lack of empathy and professionalism. Instead of attempting to resolve the issue or offer alternative solutions, she simply dismissed us with a rude attitude, stating that it was not their problem and that we should take it up with the company directly. This dismissive behavior was completely unacceptable, especially considering the amount of money I had spent at Best Buy and the supposed lifetime warranty promised at the time of purchase.

Furthermore, rather than de-escalating the situation and working towards a resolution, the manager's response only served to escalate the tension and stress. Her lack of accountability and refusal to acknowledge the issue only exacerbated the problem, leaving me feeling frustrated and undervalued as a customer.

Overall, I am extremely disappointed with the way this situation was handled by Best Buy. Not only was I misled about the warranty policy, but the customer service provided by the store manager was abysmal. I will definitely be reconsidering where I choose to spend my money in the future, as this experience has left me feeling undervalued...