Best Buy — Local services in Spring

Update:

So I contacted them as they requested. Asked some questions, got some answers.

Yes, he lied. He's not the manager.

They don't believe the product was sealed in store. Instead, they think they failed to notice it was being returned as unopened.

They have said it will be fed back to the store. With the additional information about the indifference and basic poor manners. I'm dubious.

And since I was asked this by friends, no they didn't make any goodwill gesture for my time, my treatment, or the additional costs.

Now I'm down to one star.

Original review. This branch.

If you don't want the details. Customer service is great when it's going well, but when it's not, then you'll be expected to solve the problem and find your own resolution.

They avoid 1 star because the first gentleman was lovely.

First visit, I was waiting a while for a pick up, and a warehouse staff member came to help. There was an issue, and he worked hard to get help to solve it because he was unfamiliar. He was polite, friendly, and apologetic to the point that I kept reassuring him it was all fine.

But! I got home to find my headphones already linked to another person. They had been sealed, so I couldn't understand it. Chat spent some time before saying call this number. Called that number for one of the most infuriating customer service calls I've experienced but basically, whatever you want to do then go do it yourself because I can't arrange a mail pick up, can't contact Sony, can't find someone to help and so on. More time with Sony customer service, again they were lovely, offered to escalate when they couldn't resolve. I decided I'd buy them elsewhere and get a refund. I did, and that's when I knew I'd been sold a used item as new. The second one was sealed differently.

Back to Best Buy customer service. Ignores that I asked to make a complaint / feedback. Asks me what happened, has me go through every detail. Then proudly informs me that he knows what the issue is. The issue I just described is repeated back to me. I point that out and ask if he can help me with what I actually wanted. To log the complaint.

He advises that he's done it. Great, can I get contacted once they have it so I can pass on my praise and confirm they have actually been made aware because it's the second time I have bought a used "new" item. At that point, suddenly only the manager can take the complaint. He ends the chat on writing that line.

So, when I can, I go 40 minutes back to the store. Ask to speak to the manager. "What's it regarding?" Common enough so they can let the manager know, I've done it when working retail.

Get a refund, and give my praise and feedback. Then ask if I can speak to the manager now (edit, as in this point in time not NOW Karen style lol).

He advises he is the manager and thought it was implied. I advise, no, see above, plus your badge is covered. He didn't know when he looked at his chest, his badge showed supervisor. Maybe that's how they do shift management, idk. I didn't bring it up. Basically, he says it wasn't sealed in store, though it was a perfectly fitted, heat sealed plastic piece. And oh, sorry.

So basically, their mistake cost me hours in time trying to get it resolved, risked my details being shared (a warning that came up when I tried pairing the device). Extra expense to replace it elsewhere. That bit was my choice but shouldn't have been necessary, and after the "diy" approach to customer service, I wasn't risking it again! So moral of my essay ... when things are great, then it works. If you have a problem then you have to be prepared for you to have to problem solve and reach your...

Best Buy computer warranty and services are a scam. Do NOT purchase your computer hardware from Best Buy. Awful customer service. Will NEVER make another purchase from Best Buy again. I purchased a New Republic of Gamers PC that was an immediate problem. It would not turn on. If it did turn on it would randomly turn off and crash. Then it would take days for it to turn on again. Best Buy REFUSED to allow me to return it and insisted it had to be sent away to be assessed and fixed before it could be returned for a computer that worked. It took 2 MONTHS for Best Buy to ship the computer to the service center, have the computer serviced, and then shipped back. They replaced the mother board. It still did not work. We requested that it be replaced with another computer and they said that it was now too late to do so. It took 2 months for the computer to be serviced and Best Buy has been in possession of my computer longer than I have. Since the service took so long the time frame for being able to return the computer was exceeded. They now have the computer again and expect it will be another 2 months (at least) to have the computer assessed and fixed again. (If it can be fixed) As per the Best Buy policy I will have to go through this process 3 times before their lemon law process will apply. However, because of the time it will take for service that will more than likely exceed the turn around time requirement for the lemon law to apply. In the mean time they did offer to sell me another new computer since I will not have one and need one for work. (I declined and purchased a computer elsewhere.) THIS IS A SCAM. They sold me a lemon and refuse to replace it and make sure the service time frames exceed the ability for you to return the computer -- but they don't mind profiting trying to get you to purchase another computer! If that was not bad enough, the manager of the Cypresswood Geek Squad was extremely rude, condescending, argumentative, and tried to blame me for the computer not working- even though the Geek Squad and the best Buy service center had the exact same problem and another Geek Squad employee supported my story. If I had chosen to go to another vendor like Wal-Mart I could have just had the computer returned and replaced. I have a brand new computer I can't use and had to purchase another computer so that I can actually work. I continue to pay for the first computer though it has never consistently worked and it has not been in my possession most of the time I have owned it. Best Buy and the Geek Squad has terrible customer service. The Best Buy warranty policies are established to create bureaucracy, frustration, and scam you out of your purchase. Also, at the Cypresswood location, if you call the store in an attempt to speak with a manager the VM states the store no longer accepts phone calls. After this experience it is no wonder why Best Buy is struggling as a company and about to declare bankruptcy. I certainly would not want anyone to ever go through this hellish nightmare. Take your business to a company that respects their customers and honors their...

This rating would have been 5 stars, but my visit today changed all that. I've had great customer service with the GEEK Squad here, and everytime I've been handled by the same gentlemen. Today I showed up 6! Minutes! Late! For my 1:40p appt. That's it! Six minutes! No one was at the counter but a lady who was obviously waiting for someone to finish servicing her. So I stood there and waited patiently for someone else to come from the back. Before I realized it, it was 2pm. At that time the gentleman who normally helps me appeared, but unfortunately he was already helping the other lady. A couple minutes later another guy appeared and asked if he could help me. I explained that I needed my tablet repaired due to the screen being cracked. And that there was nothing else wrong with it other than that. He said "okay let me check the schedule really quick." In my mind I'm thinking why is he checking the schedule when I've already told him that I was the 1:40 appointment but I was a little late, and that I got here at 1:46. 🤷 Then he comes back and tells me well because it's already past 2pm I'll have to reschedule you.......... 👀 Like seriously! I got here 6 minutes late, stood out here when nobody else was out here to assist me or ask me if I needed help with anything, and then you walk out at 2:02 and say you got to reschedule me when I've been standing out here since 1:46 p.m.?!!! That's just bad business. Word of advice to the dude that handle me today: don't take being a geek so seriously. There's no reason to be that freaking punctual when it's going to interrupt a customer's business. He tried to offer me the option to reschedule but I tried to explain to him that I was going out of town tomorrow and I wouldn't be here all week and dropping off my tablet would be really appreciated. I even said please and didn't get that much of an attitude. But he just went right back to saying what he was saying before like he was a robot and had no idea how to assist me or make me happy in that situation. I appreciate your knowledge geek squad, but teach your employees how to have good customer service as well. There's no way I should have been sent away when I stood out there that long and they didn't come out of the back room until 2:02. I'll just be going to the other Best buy up the road from now on. Really appreciated having the option to come to this one though, considering it was literally 5 minutes from my house. And the last thing I'm going to say is what really pisses me off is the fact that I could have lied. I could have said "hey I've been standing here since my appointment time and you guys didn't come out here to assist me and now you're sending me home?!" But I didn't. I told the truth and still got treated like it was my fault. Never...