Best Buy — Local services in New Braunfels

Horrible customer service! Visited Worst Buy on 10/19/17 to exchange the faulty TV that they sold me LESS THAN A YEAR AGO. I called best buy initially to let them know what was going on with it; they directed me to the Toshiba website to contact the manufacture to get it warrantied, which then directed me back to best buy's "Rude Squad" who sent a technician to my house to fix the broken TV I was sold. The techs that i dealt with were great. They had to order a part to try and fix the problem. A week later the part came in; they sent another Tech to my house to install the part which ultimately did not fix the issue. He gave me a confirmation number and directed me to Best Buy who he said would replace my TV. Now to me, replace means replace the item but in their words, means they can decide to give you a TV, fix it (knowing it is just going to bust again), or if it costs them to much of THEIR money(forget about the hard working customer's money right, best buy?), then they will issue you a gift card. Now I understand that if a TV is not being made anymore or if they cannot get the same TV to exchange it with, then there is nothing else they can do, I understand that. I do not understand poor customer service, talking down to me like I am stupid, and ignoring every thing that I am saying just to repeat on and on what you first told me. (JUSTIN GREEN) This employee, JUSTIN GREEN, explained everything which is fine, but while quoting his policy at me, talked to me like I had no choice but to suck it up. Did not see things at all from my perspective and did not even attempt to understand where I was coming from. Agent Wenk nor Justin Green never apologized for the inconvenience, never did either of them apologize for the misunderstanding of not being able to exchange the TV even after the Geek Squad tech who visited my home said they would. I am not upset that I could not get my TV exchanged. I am upset with the POOR customer service skills that were exhibited, the horrible attempt they made to "fix" things with me, and the lack of communication they had with me. They went to the back, came back after a few minutes and gave me a gift card and receipt. Was told here you go, have a good day. Seriously? Did not bother to tell me and my wife what was going on just wanted to get us out. So for the woman who I first talked to, Agent Wenk and Justin Green; Great job! I myself am a manager at a popular retail business, I have also been in The Herald; I will be sure to tell my roughly 100 customers a day what an amazing job Best Buy and their employees did when I visited their store!! I will also let friends, family, colleagues and everyone else who is in the market for a TV; DO NOT EVER GO TO BEST BUY UNLESS YOU WANT TO BE OUT OF A TV AND TREATED LIKE YOU ARE...

If I could give 0 stars I would. I am never shopping at a Best Buy ever again. I ordered an exterior hard drive from Best Buy. When it did not arrive on the promised date, I waited another 3 days. I finally used the tracking info fir shipping. Nothing indicated that it was shipped. When I contacted the Best Buy corporate #, No one answered and then I was put on hold for 45 min and then disconnected. I went to the New Braunfels Best Buy for Help. I wanted either my money back or the product. The clerk told me since it was already invoiced they could not issue a refund. But when it arrived I could return it. I explained that it had disappeared. Best Buy didn’t know where it was and the shipping company never received it. I asked for a manager and after 20 minutes they just sent the clerk back out to give me the same phone # I had tried before. They told me that’s all they could do. I demanded either my money back or the product. I insisted on speaking directly to the manager. After another 20 min the 2 managers came out but ignored me and assisted other customers with minor issues. I refused to leave without my money or the product. When the managers, Erica and Scott, finally spoke to me, Scott was very rude to me and seemed annoyed and could careless about this impossible situation they had me in. They said they had a better phone number to call that could help. I asked why after 45 min, they hadn’t used that # before. Scott just kept belittling me. He went to the back and never came back. Erica eventually came back after another 15 min. She called this special number and was on hold “forever”. She finally handed me the phone. The person on the other end did not know how to help me either. I handed the phone back to Erica. She remained on hold another 10 or 15 min while I called my credit card company and told them that Best Buy refused to give me my product or my money. My credit card company investigated with the shipping company and confirmed that Best Buy was at fault and would enter into arbitration on my behalf. As I was walking out the door with the manager still on hold, she tells me they are ready to refund me. She handed me the phone again and I got no response and was put on hold again. I handed the phone back to Erica and walked out the door. I re-ordered the product on Amazon and received it the next day. I should have just ordered from Amazon the first time. I will never shop here again. And Erica and especially Scott need to be reprimanded, take some lessons on basic customer service, or be fired. But, I am done with Best Buy. They still have not contacted me or issued a refund or my product....

This Best Buy is single-handedly the reason I will never shop at Best Buy again and will be closing our Best Buy credit card. We purchased a remote car starter for a car that we bought on 7/6. On 7/9, my fiancé took it to get installed. His appointment was at 4pm and was told it would take about 2 to 2 and a half hours. He called me at 8pm and asked me to pick him up (we live a half hour away). Apparently something went wrong during installation and the car wouldn’t even start. He said they assured him that it would be taken care of the next day by noon but it was too late at night to have anyone do a diagnostic at that point, keep in mind that this was the first time they even gave him an update about what was happening. We are livid because this means my fiancé will have to take an unpaid day off of work because he won’t have a car but what else can we do. Next day we show up at noon, the tech figured out that a wire was damaged during installation and that’s what caused the issue, was told it would only be 20 more minutes. I take this time to speak to the manager on duty (shorter lady with dark hair) because this experience has been unacceptable. We get told that they can comp the part needed to fix the car (frankly the bare minimum since they damaged it to start with) and gave us $50 for our trouble (isn’t even close to covering the income lost for their mistake but whatever at this point). After another hour and a half of waiting, the tech finally informed us that remote starts aren’t compatible with our car (how did y’all not know this before installation?), sucks but fine. He tells us he needs to remove it and it’ll only take 10 min. And then he locked the keys in the car. The only set of keys we have. At this point we left and went to the movies because I was going to snap. It was 1:45pm. We got back to Best Buy around 4pm and was told that the lock smith wasn’t even there yet. By the time everything was said and done, Best Buy had hour car for 25 and a half hours, couldn’t complete the service, damaged it, and needed a lock smith because they locked the keys in it. And the most disappointing part? The GM was there that afternoon, had to give the tech the company card to pay the lock smith, saw us, and still didn’t say anything, not a single apology from him. Don’t waste...