Best Buy Spartanburg

Ash was fantastic. she helped me out with a TV issue and guided me to the right products for our home. she is really helpful and insightful, and made the experience a breeze. 6 stars if I could!

I just had the most convoluted customer service experience. I purchased a TV on the Best Buy app for pickup at the Spartanburg store. It sat in the box in the living room and I opened it last night and plugged it in. The screen was malfunctioning and could display only part of the welcome screen. The TV was never used and was never taken through the welcome screen even. Trying to resolve this (still unresolved) issue consumed over two and a half hours of my day with 4 customer service phone conversations, one store employee who pretended to be a manager, and one actual manager. I spent over 40 minutes on the phone with three different individuals at Best Buy customer service. The first did not know the answer to the question and put me on hold to talk to a supervisor then disconnected me. I called back and after going through their automated system, I spoke to the second person. Ruth. She was helpful, but concluded she was the wrong department then gave me a different 1-800 number to call for another department. I called that number and went through the automated system all over again, trying to get it to understand I would like to speak to a live person and not text. The gentleman seemed knowledgeable and answered the questions. He assured me that I could take the item to the store and the store manager could pull up his notes in their order system and see where he had advised me to bring the item back to the store for an exchange. I carried the TV to the store customer service counter and after reviewing it they said they could not exchange it since the box wasn’t damaged. They powered on the TV and could see that it was still at the welcome screen with half the pixels not working, I asked to speak to the manager and Dalton introduced himself as the manager. I asked him to check the order system, and he insisted he could not see the notes from Customer Service which I was promised he would. I asked him to confirm that he was the manager and that there was not another manager in the store. He said that he was the manager and that if he couldn’t see the notes, nobody could. He said he reported to the district manager, Jeff and insisted Jeff did not have a business phone number or a business email, and that the only email account to use was a group leadership email. I called the 1-800 customer service number and put them on speakerphone since he insisted he could not see the notes. The customer service agent read the notes from my prior conversation and said the manager should be able to see them. Dalton insisted that it did not matter what Customer Service told me or what anybody at corporate customer service 1-800 numbers told me. He, as the store manager, had the final say and he did not want to give the exchange. He said there were no notes of any prior conversation. Since he could not see the customer service notes. I was wondering if he was actually the manager so I asked the Customer Service agent on the phone for the name of the manager of that store location. They said the manager is Justin Daniels, and not Dalton who was misrepresenting himself. Embarrassed, Dalton admitted that Justin is the manager and said Justin would not be there until Tuesday and was not in the store. When I continued to make it clear that I was going to stay on the phone with customer service and that a group email wasn’t a resolution to the issue, surprisingly the store manager, Justin Daniels walks by. I explained to Justin how I had to call their 1-800 number to even find out his name and that his employee was misrepresenting himself as manager. Justin left the issue unresolved and would not stand by what Customer Service told me. He said he controls his budget and that Customer Service does not get to tell stores what to do for an exchange. I was told different things from corporate customer service and local store employees who act like they work for separate companies with neither being responsible for anything the other says. I expect more of a brand like Best Buy. Do not trust what they tell you.

Tried to get a new phone through this worthless company. Best Buy is trash

Needed a camera replacement immediately for a project and this was the nearest location. Fast and friendly service. We try to avoid Best Buy due to their hysterical overreaction to the virus fraud a couple of years ago.