Best Buy Harlem & Irving

I had a terrible experience with Best Buy, Geek Squad, and their Total Tech warranty service. I accidentally broke my phone at work, and since it was completely damaged, I went into the store expecting help. I was told they couldn’t assist me in-store and that I had to submit a claim myself. Previously, they used to process claims in-store and provide a replacement right away, which made sense because customers aren’t left without a phone. Now, I was told I’d have to wait about 7 days for a replacement. When I explained that I had no phone and needed something in the meantime, I was told I could buy a temporary phone and return it later. They mentioned shipping could take up to 7 days, while the return window was 12 days. I then ran into issues submitting the claim because my account wasn’t working. After finally getting someone on the phone to submit it for me, I waited 10 days with no updates. When I followed up, they said the claim was “under review,” but then finally approved it after I pushed. Even after that, I had to call multiple times, and no one could explain why my replacement hadn’t shipped. After 4 weeks and multiple phone calls I was eventually told to go back to the store, but the employees there said they had no access to claim details and couldn’t help. Instead, they asked me to bring in the broken phone for store credit. When I tried to return the temporary phone I had purchased based on their guidance, the manager refused and ended the conversation abruptly. In the end, I was left stuck with two phones and a lot of frustration. The lack of communication, inconsistent policies, and poor customer support made this an extremely disappointing experience. I would not rely on their warranty service again.

I went to this store to return a damaged TV 📺, and honestly, the whole experience was beyond frustrating 😤. Before even going, I made sure not to waste my time — I chatted with a support rep through the app, and they clearly told me the fastest way to handle the return was to bring it directly to the store 👍 But once I arrived, I was told something completely different 🤦‍♂️ — that I needed to call a number to arrange pickup instead. When I asked to speak with a manager, the employee literally told me to go find him myself… like seriously? Who does that? 😳 After finally getting the manager’s attention, he just told me to call another number 📞. And guess what? The person on the phone told me AGAIN that the quickest way was to return it in-store 🤯 Talk about going in circles! It didn’t stop there. The front desk staff had a terrible attitude and didn’t even want to call the manager for me 🙄. I ended up waiting while the manager, Angel, was nearby chatting and laughing with coworkers instead of helping me ⏳😡 In the end, I was told they wouldn’t accept the return, with no clear explanation. Honestly, the lack of communication and customer service here is shocking 👎 This is not how you treat loyal customers. Very disappointing experience overall.

Staff was friendly. And very helpful. I was lookin for a laptop for my elderly resident at work and the gentleman tqlhat helped I didn't get his name but was kind and patient

One of the worst customer service experiences I’ve had. Staff gave completely different answers about pricing for the same service ($0, $12, $14.99). No consistency at all. The manager (Matthew) was extremely rude, refused to help, and escalated the situation instead of resolving it. I was asked to leave and security was called, even though I was simply trying to get service I was promised at purchase. Very unprofessional behavior. This location clearly needs better management. Update: Thank you for your response, however I would like to clarify the seriousness of this situation. I have already shared the details of this incident and would prefer to resolve this matter directly, rather than being redirected to social media channels. This situation was not just a minor inconvenience - it involved extremely unprofessional and aggressive behavior from a manager, including throwing my own phone at me and creating an unsafe and hostile environment. Security staff who responded were also surprised by the situation and advised me to return another day, as they acknowledged this behavior was unusual and concerning. Given the seriousness of what happened, I expect this issue to be properly reviewed, documented, and addressed at the management level. UPDATE (Monday): I visited this location again today and unfortunately had another concerning experience. I had a scheduled appointment between 10:40 AM and 11:00 AM, and I would like to acknowledge Dillon for his excellent service - he was professional, friendly, and very helpful. However, immediately after my appointment, around 10:56 AM, I had an uncomfortable interaction with a security employee. While I was at the checkout purchasing a Roblox gift card, the security employee approached me, looked into my personal bag from a distance, and asked if I had paid for the item inside - without any explanation. This was confusing and inappropriate, especially since I did not walk around the store and came directly for my appointment before going to checkout. Once again, no explanation or apology was provided. At this point, it is clear that customer experience at this location is inconsistent and depends entirely on which employee you encounter.