Best Buy — Local services in Tracy

I purchased a laptop online via the Best Buy website on September 15, 2024, an Alienware M18. Based on the indications on the website, the laptop had an “average sized” display, so I had the laptop shipped to my house. I was shocked when the product arrived; it was absolutely massive and weighed a ton. It was so large, it would not even fit in my large work laptop bag. I knew I would need to exchange it for a smaller model. (Interestingly, the smaller model, the M16 is listed on the website as having an “above-average sized” display, despite being 2” smaller than the M18.)

I was not sure how to go about an exchange having made the purchase online, so I called Best Buy customer service. After waiting online for more than 20 minutes, I hung up the phone and decided to call a store directly. The closest store with the Alienware M16 in stock was your store in Tracy. I called the number on the website and, much to my chagrin, was directed to the same customer service telephone pool where I waited, again, for 20 minutes before I was connected with a human being. I found the call with the customer service representative to be frustrating and condescending. The representative did advise me I could take the laptop to a physical store to exchange it.

I needed the laptop for a project in the coming days, so I immediately set off to Tracy on September 17, 2024 at 5pm in the afternoon during the work week despite living almost an hour away. I prepared for the worst and, given the fairly high price of the laptop, I was sure an exchange would take an exceedingly long time and would involve shuffling the laptop I had with the laptop I wanted. I walked into the store prepared for a battle with security at the front and long waits in the computer department. To my surprise, I was warmly greeted at the front by William, who tagged my laptop quickly – and with a smile – and sent me to the back for an exchange. Completely flabbergasted I would not be required to lodge the laptop in some kind of locker or be escorted to the back of the store, I set off on my own.

Gary immediately greeted me in the computer department. I explained my situation and how exasperated I was and my need to downsize the laptop. He was sympathetic and knowledgably answered my questions about the differences in computing power. Again, I was expecting a long wait while he pulled the M16 from the back and completed extensive paperwork. I was surprised again when Gary helped me boot up the M18 I came with to be sure it was working and calculated the difference in price for the smaller laptop. Since I would be getting a fairly sizeable refund, he offered to upgrade the coverage for the M16, which I did.

After being supremely frustrated with the Best Buy website and customer service phone line, I was pleasantly surprised to find warm and prompt customer service inside your Tracy store from Gary and William. My receipt came electronically, which Gary verified with William via the store communication system. I stopped at the exit, sure I could not leave the store without some kind of pat down or triple check verification of the laptop to the receipt. William waved me along, having already received the heads up from the computer department. I was in and out of the store in less than 10 minutes.

I wanted to take the time to send along my sincerest thanks to both William and Gary. The quick and satisfying resolution to my complicated issue was most...

DO NOT BUY big electronics from them, their installation team totally sucks. First, they will send folks who do a piss poor installation and they will tell you it is your fault for ordering the very same parts that their associate told you to get at the store for the TV. Then, they will re-assure you that they will re-schedule you for another day when they will come with the right equipment. Then you wait and wait for the rescheduling email as they promised and yet nothing, you go into the store in Travh to try to get someone to help you contact their installation team to come back and finish the halfway job they started BUT NO, the Tracy store team that actually sold you the TV will tell you that they have no way of contacting their own installation team (yeah right) and then they tell you if they have to put a new installation appointment, you have to pay another $250 when it was their fault that the first installation didn't have the right equipment in the first place. If you insist that their installation has to come back as they said and finish the half jmdone job, then they will give you the run around of you calling a phone that no one ever picks up to try to reach the so called ghost installation team...it's almost like it is not the same Best Buy company that sold both the TV and also have the installers. Finally, you manage to reach someone and they give you a case number to keep waiting. You spend over a thousand bucks for a TV but yet they can't be bothered to ensure customer satisfaction with the installation. They are only concerned about selling you the product and their credit card. Do yourself and avoid this location and their...

I bought a dishwasher and set up install, which was 3 weeks later. The dishwasher was in stock but the installers were backed up 3 weeks. My hubby took the day off to be there between 7 and 1 and no one showed, no one called. I called BB at 12:15 and they said they contacted the driver who was 15 minutes out, but again, no one showed up. I called BB multiple times to reschedule, since it was their error i wanted to be accommodated to MY schedule, and not another 3 weeks later but they could only add me to the schedule 3 weeks later. I left work early to go to the store (60 miles from my job) to talk to a manager and have my dishwasher delivered and installed that I paid for a month earlier and after almost an hour and force booking me into the schedule the following week, I left the store. On the following delivery date, guess what- no call, no show!! I went back to the store on my following day off to find out the dishwasher was no longer in stock. I picked out another dishwasher from the catalog and was given a hundred dollars off for my troubles and a new delivery date 2 weeks away so I reluctantly went forward and received the new dishwasher. So after 2 no call, no shows for installation, taking time off work to accommodate them, multiple phone calls, and unnecessary frustration I finally have my dishwasher but in no way do I feel like Best Buy did enough to correct their errors. Just beware when buying...