Best Buy Durham

When was Best Buy ever one? This location and the lack of service is via phone is aggravating to say the least

I waited for an hour before open to get some cards for pokemon day, but they let each person get one of each tin and booster bundles of multiple sets, they should've limited it to one tin and one bundle per person, especially for pokemon day, to allow everyone to enjoy the cards. I left empty handed, I'm not mad, it was just a let down to wait for so long and not get anything.

I don't typically write reviews. It takes a really significantly bad experience for me to take the time to sit down and let other people know about it, and I certainly never thought I'd have to leave a review for Best Buy, but here we are. I'm documenting this because what happened here wasn't a policy disagreement... it was two employees deciding, on their own authority, that a paying Total Tech member with a defective product doesn't deserve the return window printed on his own receipt. I purchased the Ray-Ban Meta Display from this location. After about a month, the Bluetooth began dropping connection intermittently, worsening over time until the glasses were functionally unusable. This is not an isolated issue. Meta's own community forums are full of identical reports. There are multiple open threads: "Constantly disconnects from bluetooth," "Meta ray bans disconnects," "Meta Ray Ban Display issues." This is a documented, widespread product defect. Visit one. I brought the glasses back well within my return window — my receipt explicitly states March 15th. The associate, Christon, refused a full refund because the frames had a minor cosmetic scuff. On glasses. That you wear on your face. He offered store credit. When I cited Best Buy's own policy that refunds go to the original payment method he laughed at me. For context: Ray-Ban's own Warranty Plus plan explicitly lists "scratched or chipped lenses or frames" and "normal wear and tear" as covered conditions. Even the manufacturer expects these glasses to pick up scuffs. But Christon knows better, apparently. Visit two. Different associate. What I did catch was Christon watching me from across the floor the moment I walked in. I'd bet money he flagged me before I reached the counter, because the second associate's reaction was rehearsed. The moment he pulled the glasses out of the case, he recoiled: "Damn, what did you do to these?" As if I'd taken sandpaper to them. It's a minor scuff on the side of the frame. That's it. I told him, "they're glasses, they get scuffed." He said "no way we're returning this," handed them back, and walked away. No manager escalation. No Geek Squad diagnostic. No mention of Meta's 24-month manufacturer warranty. Nothing. What Best Buy's own policy actually states: - Total Tech members get a 60-day return window. I am within it. - Defective items are eligible for refund or replacement. - Refunds go to the original payment method, not store credit. - The "like-new condition" clause is for abuse, not for wearing glasses. What the product's own manufacturer acknowledges: - Bluetooth disconnection is a known, widely reported defect. - Frame scuffs from daily wear are expected — their own protection plan covers it. - The visible waveguide pattern in the lens is by design, not damage. I've contacted Best Buy corporate, Meta's warranty department, and my credit card company. I have my receipt, my membership number, timestamps from both visits, and a video of the Bluetooth failure in action. To Christon and whoever the second associate was... I came in twice asking for help with a broken product. Both times, I was dismissed. If your store's position is that a Total Tech membership doesn't entitle customers to the return window printed on their receipt, and that a known manufacturer defect isn't grounds for a return because glasses got scuffed from being worn, say that publicly. Put it on the door. Because right now, the only place that policy exists is in this store's imagination.

I am a long-term customer who loves to support brick and mortar businesses. However, this location has done everything in their power to let me know that my business is not valued. I made an appointment for a repair and showed up promptly as scheduled. After checking my phone in, I was told that they would not be accepting any more repairs. What??? I had made an appointment specifically for this time. It was a mid-afternoon appointment, during normal business hours. No apology was offered, or any attempt made to rectify the situation. When I asked if they were going to do anything they told me I could just come back some other day or make an appointment at the Apple Store miles away. Completely unacceptable. I then asked to speak to a manager. After I explained the situation he asked me: "well what do you want me to do about it". I shouldn't have had to be the one to troubleshoot but offered several suggestions including 1) not offering appointments at times when help is not available 2) Letting customers know by text or email if an appointment needs to be rescheduled 3) prioritizing the service for first thing the next day since there was a failure to honor a confirmed appointment and 4) offering a discount for the inconvenience. Instead what I got was a lot of eye rolls but not even so much as an offer to schedule a new appointment. I was told I could go online and make another appointment myself or go to the Apple Store. Best Buy - if appointments mean nothing then why offer them? And for that matter, why say you service these products at all when you'd clearly prefer we just go the the Apple Store? You had every chance to make even the barest attempt to rectify the situation. You did nothing. If you wonder why business continues to decline - maybe consider that it is because of your complete lack of respect and regard for your long-term customers.