Recently purchased a pair of AirPods Pro 3 for curbside pickup at this location. Opened the box in the parking lot to find a used and damaged pair of AirPods Pro 2 belonging to an another person (their iCloud account email appeared when I attempted to connect). I immediately went inside, explained my situation, and tried to return them; however, they refused to accept them (insinuating I committed fraud) and advised me to contact Best Buy customer support. I called customer support and was told to send them by mail to a return center. I shipped them back as told and now they have been sent back to me. I don’t know how an old, used pair of AirPods ends up in sealed “new” box to be sold. Very frustrating disappointing experience.
Response from Best Buy
February 20, 2026
Good Evening, Andrew,
We certainly understand how you are feeling after an issue occurred regarding your recently purchased set of AirPods. We would be happy to look into this situation together. Please start by sending our team a private message on social media with your Google review case ID in the message, so we can help: #119876.
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Lucas was awesome helping with TV questions!
Justin G
February 16, 2026
Nabila helped me with my work computer set up and she was amazing to deal with. She was very knowledgeable and helped me weigh the options, while taking into consideration all my specific pet peeves about what set up I wanted. Whatever she is getting paid, she needs a raise!
Melanie M
February 11, 2026
Best Buy on Nicholasville Road, Lexington, KY has very poor customer service. Many of the employees appear to be too busy talking with each other to interact appropriately with customers. They also did not answer questions accurately. The Geek Squad, on the other hand, was very professional and helpful.
Response from Best Buy
February 11, 2026
Thank you for sharing your experience, Melanie. We try to pride ourselves in ensuring we provide great customer service. This is not the feel we want for you when you visit one of our stores. We definitely expect our employees, from top to bottom, to conduct themselves as professional and knowledgeable as possible in every situation. Let's get this documented and reviewed further.
Please send us more details through our social media channels on Instagram (https://bby.me/251x32), X/Twitter (https://bby.me/nks0po) or Facebook (https://bby.me/knq3dr). Please send us a message with the full details of what took place. Also add Google Review 116046. We look forward to hearing from you.