Best Buy — Local services in Tyler

I walked into the store to return an item. First, there was NOBODY at the door. I looked to the right where I found Geek Squad and Customer Service. I proceeded to that area. Geek Squad was on the left, Customer Service on the right. At the beginning of the line, signs indicated the opposite. No big deal, I can see and know where to go. I stand at the unmanned customer service desk for 10 minutes. Geek Squad is busy and 3 or 4 customers deep. I asked several times where an employee was and was told "I don't know", or ignored. Finally I see someone back at the door who was also seen me standing at the desk. I ask him if he can get me help. He proceeds to tell me "Return are done at ONLINE PICKUP". Sure, that is fine, so I head over that part of the store, on the opposite side. No only are returns at ONLINE PICKUP, but so is checkout since all of the registers are unmanned. This in itself creates chaos because people are all confused as where to check out and people are coming to ONLINE PICKUP from all directions for everything from returns, to questions to regular checkout. I finally get my turn, I have now been in the store for 30 minutes. The night before I drove to Dallas to buy two laptops: I purchased 2 identical laptops, one was open box, and one was new. Samsung Notebook 9 Pro. The open box was labeled Excellent-Certified. I did open in the store, and everything appeared great so I took the huge discount as a win. Once home, I realized the screen on the open box was "wobbly", the screen would move a lot when compared to that of the new identical laptop I had sitting next to it. I examined the laptop to see if there was a cause and noticed the bezel on the back of screen was coming loose. I could see specks glue, almost like someone bent it back too far or tried to open it. The hinges were nice and tight, but the screen was literally coming apart. I drove 2 hours to buy this laptop and the next morning, I was not able to go back to the original store, I instead went to a closer store. At the second store (now back in Tyler), I was called a liar and was told Best Buy would never put a laptop like that back in a box to sell. I explained this was a very small (however huge) finding and I can see how it was easily missed. The store continually refused to exchange or return until I argued for 30 minutes. I gladly paid the extra cost to exchange to a new device in an unopened package. I was told several times there was no manager "everyone is at school or off today". When they finally agreed to exchange I was told "I sure hope you know you are paying more for the open box". Well of course I do, I had already suggested that I was fine with exchanging for a new unopened item as I knew the store did not have an open box. Even more insulting was when I did check out, the employee asked if I wanted the extended Geek Squad warranty. I responded "No, thank you", the employees response was "Right, of course you don't" in a very condescending tone. By far the worst experience ever I have ever had at a...

Purchased a Samsung 25.6 cu ft Side by Side almost 5 years ago along with the 5yr warranty through GeekSquad. Had multiple issues with it over the last 2 years with ice maker, and cooling issues. This last time it was a repeat of a repeat issue with the freezer part not cooling like it should. The repair guy came out and looked at it again (same repair guy as before and very knowledgeable), he called Samsung who had him take pictures of the unit where it was having issues. I called GeekSquad while he was still here and kept them updated every step of the way with what was going on here. A few days later I call in and get moved to their Escalation Department where I speak with Linda ( or maybe Lynda, I didn't ask about the spelling variation). She let me know they were considering an exchange due to inability to repair (or something like that) and told me the process it would have to go through. Long story short, we were approved for a repair and given a confirmation number. I asked how much of the value we were approved for and she didn't know, said we'd have to call the store to find out the details. I assumed there would be depreciation on the value since the unit was almost 5 year old. I called the store and spoke with Trevor in the Appliances department. he was a little busy, but asked if he could call me back when he was through helping the person in front of him. I agreed and figured it would be an hour or so before I heard back. About 15 minutes later he calls back. I asked him about the replacement amount and he said we were approved for the full value of the original purchase price (899.99). I was amazed and asked him to repeat that, which he did. I placed my order for a new unit over the phone as we had already looked online and decided on what our new unit would be.

We have purchased an Amana 24.5 cu ft unit. They don't carry this in store and we knew it would be a few weeks for it to come in and be delivered. We knew this by looking at the information online and decided that since this one was American Made, and had the best reviews from different sources (googled the unit and looked at other store chains review sections) and determined the wait would be worth it.

Now here's the kicker.. Since we had already paid for delivery and setup on the old unit, we didn't have to pay for that again on the new unit. The Amana unit was $100.00 more than the Samsung so we had to pay that difference and buy a new warranty since the old warranty was fulfilled. The total cost to us was less than $250! The warranty IS WORTH THE...

Update... after a lengthy chat with Best Buy and constant apologies, I was assured that the chat conversation was to be sent to top level management to ensure they received my input and concerns. I was also given an e-mail address to send directly to the store manger in Tyler. I was assured that I would be contacted by the store regarding my complaint/concerns. Yeah this never happened. I don't buy many big ticket items but when I do I would go to Best Buy, either on-line or the store where I previously lived. Well, the Tyler store has had me cut ties with purchases from them. Now I have to seek out other retail stores for my purchases. Thanks Tyler Best Buy for the huge let down.

This is a new review. I have no idea why I went back. I guess it was because they were talking about making a better customer experience. I ordered a stove that they said couldn't be delivered. When purchasing Alvin B. and a manager agreed that when it came in to just call the store and then I could set up a delivery. I called the store and the recording I have is just irritating. When I finally get a hold of what I thought was an associate, it was someone from customer support and he told me 2 years ago Best Buy put in a policy that you can't call and speak to anyone at any store. So basically I can't call the store and speak to an associate. I can't set up a delivery as promised unless I just drive to the store. If I do that I may as well do the pick up. However I think I will just cancel it, get my money returned and go someplace else to buy it. I hate people that just deliberately lie to me to get a purchase and it makes me just very very angry.

I can see why this best buy doesn't care about anything. They are the only one around. Disaster with a refrigerator. Talks to my wife like they don't care she doesn't have a refrigerator. Then wants to sell her a slightly damaged one for half price and we believe it is the one they took back. Then the guy tells her she should always except the delivery if its damaged and they would just pick it up. Much different than the rest of the world tells you.I get a call todayand and tells me that there was a glitch in the system for the TV they were scheduled to deliver. I didn't schedule delivery because they wanted to charge me a 100 dollars. I told them I would pick it up. I just cancelled it. Will drive way out of my way before going here. Which is sad because best buy was always my...