Best Buy — Local services in Plano

Bought a 4K Sony TV at the end of March during Quarantine, curbside pickup. TV died a little over three months later, beginning of July. Sony's customer service is down due to the pandemic, no online chat, no phone. I reached back out to the store about trying to make this right.

I call store, explain, and was passed up to Terry. After double checking that Sony is in fact not doing customer service, he said they'd help this one time. But the TV we purchased is no longer available (last year's model), so we'd need to pick out something comparable. I said I'd talk with my better half and get back to him. (NOTE: Discontinued TV is still available online at the Best Buy website)

I forgot to call the next week and followed up Monday morning. Left a message for Terry with the two comparable TVs we'd found, had the Geek Squad person take down the SKUs to save time, then read them back to me.

Terry calls me and starts by saying I called weeks ago. I correct him and say it'd only been a week and half. He said he'd have to talk with his GM because it'd been so long. I give him the SKUs for the new TVs again because he said he didn't get them. They were both more expensive, I was told we'd have to cover the difference, and he'd get back to me.

Sixth call in. Terry gets approval from the GM, but the closest model to ours isn't available for weeks. The other is available now, but costs significantly more. I said I'd need to discuss with my better half and Terry informed me I had until the end of the week to make a decision and I had to come in to the store to get it taken care of. (NOTE: Less expensive TV is available on at the Best Buy website)

Friday. I wake up and go in to work early so I can leave work early to make it to their store during their reduced hours. I walk in and an employee asks if I need help. I said I was there to see Terry and was informed Terry was on vacation, he left earlier in the week, but I could go stand in the Geek Squad line. I figured I could at least let Terry know I came in and what TV we decided on.

While waiting in line, the same employee came back over and asked if I was here about a Sony TV. Ah, yes, I am. I was told to follow him and as we walked through the store he asked if I had brought the broken TV with me and I said I had not.

Full stop by employee who then proceeded to talk down to me about how were they going to do an exchange if I didn't bring the TV? I said that Terry never mentioned bringing anything in, just that I had to be there in the store by the end of the week to get it taken care of.

He again asked what I was thinking not bringing the TV. I said again, if I was supposed to bring the TV with me, Terry should have mentioned it. A third time, I was asked what I thought they were going to do without the TV?

To be honest, I'm surprised that the third time he asked me I didn't lose it. I don't work at Best Buy, I haven't brushed up on how they handle merchandise they sell that doesn't work. So a third time I pointed out that all Terry ever had to say during any one of our calls was that I needed to bring the TV with me.

This was all taking place in front of a group of customers, which is why I think him essentially accusing me of being dumb on three occasions really upset me. He, not me, was making a scene in the store with me at the center of it.

I thought it was over and he pushed me on how big it was. "Well how big a TV is it?" as in, is it a really big TV and you couldn't handle it? It's hard to give tone in text, but imagine someone egging you on. Guess what, it is a big TV, and that's what I told him with an expletive added describing just how big it is. I was then asked to leave the store.

I don't think I was out of line, I think the employees of this store were repeatedly. On more than one occasion I was talked down to, on the phone and in person. $1000 for a TV that doesn't work and for multiple employees to treat me like that. All the dude wanted was...

If I could give a store 0 Stars, this would be it. The employees are rude, and not only unhelpful, but will make wild accusations when you ask for something completely unrelated like product inventory. It’s not even worth arguing with someone who doesn’t have the mental capacity to win an argument to begin with, much less maintain valid points. Alex raised his voice in a way that made me feel physically threatened. When I asked to speak to the manager he began yelling more, and despite having offered to fetch the manager or to call other stores to check for the item which he had not even placed me on hold to verify whether it was in stock or not, promptly told me I had asked what his opinion was and if I didn’t like it — “YOU CAN CALL ANOTHER STORE!” I’m sorry that you’re illiterate, Alex, but the EMPLOYEE MANUAL OUTLINES APPROPRIATE AND OBLIGATORY RESPONSES WHEN HANDLING CUSTOMERS. You responded as if you were the customer and I was supposed to be tolerating your frustration with my ineptness, despite me being paid to perform so ineptly. When I called to inform corporate they took me on a wild goose chase, and eventually I ended up with a representative who was practically as obstinate and ignorant as the employee I was calling to complain about! She informed me to go to the store and report the incident, when I informed her I was disabled and that wasn’t really an option, she became aggressive and claimed I had asked for her opinion — as if we were friends talking about our love lives! She became agitated, and I found myself having to explain MY FRUSTRATION WITH THEIR TERRIBLE CUSTOMER SERVICE — something they are PAID TO DO! CUSTOMER SERVICE IS NOT A MATTER OF OPINION IT IS A MATTER OF CORPORATE POLICY AND HUMAN KINDNESS! When my 70 yo mother took it upon herself to visit the store, she was mistreated as well! They dismissed my elderly mother, telling her, “all the managers are in at meeting!” with no alternatives or offers to seek the help requested, because they were personally having bad days and could not leave it at the front door — the ultimate sign of someone who is not a professional much less fit to be in customer service. My mother was a business professional for 30+ years, and we both happen to know it is most company’s corporate policy TO ALWAYS HAVE A MANAGER ON THE FLOOR.

Bottom line: you can’t argue with stupid, so do yourself a favor and avoid...

Absolutely Horrible!!! Con artists and Customer Services gets a ZERO rating. I have been purchasing products from Best Buy for years. In this past year alone, I have spent upwards of $4000 at Best Buy and i still have the receipts to prove it. Just the other day I went to Best Buy in Plano, TX and spent an additional $995 on a computer monitor/protection plan [as suggested by the salesperson] only to figure out (on my own) that the supposed "new" item I had purchased was actually used. The salesperson never told me that, but it was apparent when the protective film that comes with the new monitor had already been removed- not to mention the scratches that were found on the item. When I phoned in to request an email address for Best Buy, "EJ," if that is even her real name, over the phone insisted on asking me why I wanted an email address only to then gaslight me and tell me there is no such email address. Why not just say so? How is my answer going to affect whether or not there exists such an email address? She then tells me I'm welcome to write a review on their website, so when I ask her how to do that exactly, she all of a sudden acts like she can't hear me and proceeds, while in character, to hang up the phone. Just like a child would. Am I living in a comedy sit-com (?) because Larry David would love this bit. The salesman who sold me the monitor even told me that if I purchase the protection plan that Best Buy won't fix a faulty item, that they will simply replace it with a new one...a "new" one...hilarious. That was another lie because when we phoned in to get the monitor to function properly, they insisted we bring it in so they could "fix it." There was no mention of a replacement. This place is an absolute scam. They will sell you used items as new, then they won't replace them, regardless of "protection" plan they proactively sell you. Then they will try to cover their tracks if you hold them accountable. And that is across the board, from the showroom to their telephone customer services. That's how they are able to lower their prices and live up to their name: they recycle used items and pass them off as new. If you don't care about that sort of thing, then ignore this review....