Best Buy Allen

This has been one of the worst customer service experiences I've had with a major retailer. My TV was scheduled for delivery, but the delivery time passed and it never arrived because it wasn't loaded onto the truck. Not once did Best Buy contact me to tell me about nor explain the delay or provide an update. Instead, I had to repeatedly contact Best Buy myself just to find out where my order was and what was happening. After being promised a new delivery date, I was told again that the TV wasn't available for delivery. I again found this out when I received none of the promised communication prior to the delivery and had to call them and spend way over an hour on the phone. At this point, no one seems able to tell me where my TV is or when I will actually receive it. When a customer spends this much money, they deserve honest communication and proactive updates—not broken promises and silence. The lack of accountability, poor communication, and failure to follow through on repeated delivery commitments are unacceptable. I expected far better from Best Buy. Update: since I have been unable to contact the store (they have no direct phone lines to call) I went to the store where I purchased it and the manager said that her screen says there are no more available anywhere. So it appears to me that BB sold a TV that they don't even have available. The one that is similar is double the price of the one that I ordered. Is this bait and switch in action??

Best Buy have really improved their processes for picking up items or returning them. Now just takes a few minutes to pick something up or do a return.

I had a very disappointing experience at the Best Buy Allen store while purchasing two Apple Watches as gifts for my parents on Father's day. Before making the purchase, I brought in two older Apple Watches to ask about their trade-in value. A customer service associate carefully inspected both watches, entered the serial numbers into the system, and told me they were each worth $50 for trade-in. Based on that information, my parents happily picked out the colors they wanted, and we decided to complete the purchase at this store. When we returned to Customer Service to process the trade-in, we were helped by a manager named Tommy Le. Right from the beginning, his attitude felt a bit unfriendly. He abruptly told me to remove the watches from Find My before he could continue. As a customer, I wasn't familiar with the trade-in process, so I simply followed his instructions, unpaired and removed both watches from the phones. However, Tommy suddenly told me that both watches had scratches and that, because we didn't bring the charging cables, the trade-in value would only be around $15 each. I was confused because we had just been quoted $50 per watch literally 20 mins ago. When I asked why the quote was completely different, Tommy insisted the scratches are deep enough that he couldn't offer any higher. I said I wish you've told me that before everything is removed or your coworker mentioned those. He insisted that his communication had been clear and made no effort to acknowledge the inconsistency or apologize for the confusion. When I asked to speak to the previous associate, he told me she was on break and that if I wanted to speak with her, I could wait about 20 minutes until she returned. When I asked to speak to supervisor, He said he is the one in charge on that day and had the final authority on the trade-in value. What disappointed me most was not even the lower trade-in offer—it was the lack of professionalism and customer service. There was no apology for the conflicting information, no attempt to explain the discrepancy, and no effort to offer a reasonable solution after we had already spent time choosing our watches based on the original quote. In the end, we left and went to the Best Buy Plano store. They inspected the exact same watches, provided the $50 trade-in value for each straightly, and we completed the purchase of both Apple Watches in less than 30 minutes without any issues. Just sharing - pick the BB store wisely.

HUY and Natali has a great personality and on the job training skills. I would like the corporate office and regional management to acknowledge Huy and Natali