Best Buy Outlet — Local services in Pineville

Buckle up, this is gonna be a long one.

We bought an open box fridge from this location after the fridge in our home died. The fridge that we bought was a good price and was only a fridge/freezer with no water hookup because we already had an older fridge in the garage that had a water dispenser and ice maker that we wanted to now use as our main fridge. The intent was to "haul away" the fridge in the kitchen, "relocate" and "install" the fridge from the garage to the kitchen, and "install" the new open box fridge in the garage. This was made clear upon purchasing the fridge and every other interaction we had with any representatives. This delivery was attempted and failed 6 times, during which time both my husband and I took time off work and stopped buying groceries as we had to have the fridges emptied (and the delivery was promised practically every 2-3 days after each failed service), so the costs that were incurred and wages lost were absolutely not worth the sale price of the fridge. At no point were all instructions/services made clear to the delivery team.

After one incident where the delivery team called to cancel delivery because the fridge was NOT LOADED on the truck that day, it became even more of a problem. Apparently when there is an open box item that is purchased, only the outlet that it was purchased from can reschedule the delivery (as opposed to customer service being able to do it promptly) because the serial number is needed and is not put in the system. The outlet did not ANSWER their phones and had no voicemail to leave messages, and had no email or contact information on their website that would actually get to them. I had to drive across town to make them correct their mistakes after being advised to do so by Best Buy Leadership.

It is important to say that most of the fault here is a major flaw in Best Buy's systems/software/scheduling something and not typically the fault of individual people. The supervisor that I had to go back to visit rescheduled the delivery with the correct services. The third party delivery manager I had been speaking to was able to get the delivery moved up. The actual delivery people were only allowed to do what was instructed on their orders so they are not held liable.

After everything seemed to finally be in place, I then learned that the delivery team is not allowed to take the doors off of fridges (which was needed to get them in/out of the house) but only after they had arrived to finish setting everything up. At this time I had an elderly relative at the house to receive this delivery and they were not able to do it themselves, so this had to be rescheduled yet again.

After speaking to the third party delivery manager, she informed me that "yes, that has always been the rule." Why was I never informed of this on any of the previous attempts? I would have already had it done and ready. So she scheduled the Geek Squad to complete the services 2 days later because "they are able to take the doors off." I took the day off of work again and was still told that they were not allowed to do so via phone call 5 minutes before arrival. I took the doors off myself and finally everything was completed. I asked the delivery people (now Geek Squad) what would have happened if the person here was elderly and not able to do it, and their response was "that's a question for corporate." I let them know that they were corporate's answer.

I will never be purchasing appliances from Best Buy again. All of the errors that occurred were not unique to my specific situation but should be common with any major appliance purchase. This was absolutely not worth the time,...

Okey so lets start with the good. They owned up to the major mistake made on their part. And made it right cost wise.

I just want to start by saying that this is my honest opinion and in no way to bash bestbuy or this specific location for anything other than servicing/repairing devices.

I WOULD NOT BRING YOUR DEVICE FOR REPAIR HERE. SEE WHY BELOW...

I still feel the need to post a one star review because unfortunately after what happened I wouldn't trust them to service a device again. And because 6 months worth of data/memory on my device is lost. I can't get that back and I don't want to blame bestbuy but this would have been avoided had they sealed my phone properly.

Now lets get to the story: I call Apple about my iPhone battery draining quickly. So they run diagnostics on my iPhone remotely and confirm the battery is under 79% or whatever threshold system they use to see if your device qualifies for a battery replacement. They schedule me an appointment for a battery replacement at this very bestbuy.

Prior to the appointment I back up my phone. The appointment goes smoothly takes approximately 40 minutes to complete the replacement. Keep in mind this was January 2025. And everything appeared to be working properly with no issues.

Now fastforward to the 4th of July 2025. I get in the pool with my phone in my pocket for literally 5 seconds. Realize I forgot the phone is in my pocket, immediately take it out and attempt to power it off. But the screen wouldn't even come on for me to do that. Shortly after I realize that the phone is full of water. Literally shaking the phone upside down and water is pouring out of the top of the screen.

So I go to Apple the next day. They say they can't do anything because the damage is liquid/water damage so they won't touch the device. And furthermore, they say bestbuy is a third party and isn't actually Apple so they wouldn't be able to help me anyway. And don't even get me started I argued with them for a while about that. Especially considering that Apple scheduled the appointment for me here. But they give me a document stating that the device was not sealed properly based off of their visual inspection.

So we go to bestbuy the following day and explain that the phone had a battery replacement and was not sealed properly. Surprisingly, we didn't even have to argue with them or show them the statement from Apple. They immediately took the phone to the techs. Came back shortly after and mentioned the phone is not repairable and that they would replace my device for the exact same iPhone new.

So they ordered the iPhone and replaced it a few days later. What I will say is that I'm still not sure if the phone they gave me is new because it came in a brown box with no labels or anything. Apple can't even confirm if it is refurbished or actually new. But I'll give them the benefit of the doubt and trust that it is new. Either way all the data between January & July is gone. Luckily I didn't delete the back prior to that. Because I don't typically back...

I’ve been to this location quite a few times. I’ve found fantastic deals and have have encountered some great employees and some not so great. Folks that worked in audio instillation (2023) awesome!! Very knowledgeable and helpful. So overall I’d give the store three stars.

Pros: Fantastic discounts Great product availability Huge store Majority of the staff is knowledgeable and helpful

So my most recent experience was today (12.21.24) of course it’s the holidays and folks are rushing for last minute gifts. The store was adequately staffed and everyone seemed to be working diligently to make sure customers had a fast and efficient experience. Unfortunately, my experience left much to be desired. I came in with my three children (one in a car seat deep, a two year old entertaining himself on the phone and a 13 year old there to help make decisions or wrangle any crazy kids if necessary). Anyhow, asked for assistance to look at some MacBook pros that were refurbished and marked down significantly. A staff member came over and because my signal was too weak to scan the boxes and the MacBooks of course aren’t in original packaging so i didn’t know what was in each box. She opened the cage ever so slightly and slid one MacBook Pro out. So I told her I wanted to see all three options because I want one that has minimal cosmetic damage of course. She was hesitant and apprehensive about doing that. I suggested she just put them on top of the locker and we can look at them one by one. She said she was unable to do that, it had to be at one of the tables and just stared at me like maybe I’d change my mind. I told her that was fine and walked my children over to the tables. The first one she pulls out does have cosmetic damage and I’m like “see this is why I’d like to look at them and pick the best one. She responded “well I can’t tell what’s in the box so do you want this one?” To which I replied - “no I want to see the others. I’m well aware you can’t tell what the item in the box looks like without opening it” so she opens the second one and it looks just fine. So then I’m like “this one will work but this is why I wanted you to allow us to inspect them”.

She checked me out and not a thank you. Have a great night. Happy holidays. Nothing. Not even a bag!!

My problem with this visit is I felt like she was worried I was going to run out the store with these MacBooks - it’s the holidays , I get it. People are crazy! But ma’am- I have three kids… two under two and I wouldn’t be able to get very far. Additionally if you’re concerned about that, you could have said, I’m only permitted to take one out at a time- are you ok with that approach? But not make me feel like a thief. Also, allowing your customers the opportunity to look at an item that is refurbished is not an obscene ask!

I won’t name her because maybe she didn’t mean it the way I perceived it and I don’t want to publicly shame anyone; BUT I definitely encourage the staff to think how their actions, responses, etc may be perceived...