Best Buy Tysons Corner

Best Buy has become extremely incompetent, poorly trained, and time-wasting these days. We purchased an $800 electronic tablet for my young son less than 10 months ago at Best Buy. Normally, I would buy cases and screen protectors on Amazon—much cheaper and with a bigger selection. But the salesperson insisted that if we (there were three of us present at the time) bought the $50+ Zagg screen protector at Best Buy, it came with a lifetime warranty, and anytime I needed a replacement, I just needed to bring the device to Best Buy and it would be replaced for free. Sounds like a great deal, right? Except it was a lie to get me to buy their overpriced screen protector—something I would only find out about 10 months later. The screen protector quickly wore out and looked horrible after about 5 months, but I didn’t get around to taking it in to Best Buy for a replacement (widower, work full-time, take care of young son) until about 10 months out. It wasn’t a priority, since the salesman had said it was free lifetime replacement. So I finally found time to go. At customer service, a young guy took my phone number but had a very hard time finding my purchase in the system. He kept questioning me if I had actually bought it at Best Buy, and when. That was the first red flag about Best Buy’s competence. He finally found it, claiming that Best Buy has multiple systems he had to check. He then printed out the receipt and told me to go find the screen protector by locating a floor person to help. I did that. The floor salesperson scanned the barcode on the receipt, grabbed a Zagg screen protector for my tablet, and I took it back to customer service—only to wait in line yet again. At the counter, the guy now questioned whether it was the correct screen protector, saying the receipt didn’t show a Zagg but something else. A young girl next to him came over and confirmed I supposedly had the wrong brand. I explained that the salesperson on the floor had scanned the code they gave me and pulled it off the shelf for me. They still didn’t believe me. They told me Zagg gives lifetime warranties but the “other brand” on my receipt does not—so I couldn’t get a replacement. I asked for a manager. While waiting (a long while), I found the floor salesperson again and asked him to come over—he said he would, but of course he never did. Back at the counter, customer service kept insisting it was the wrong product. Finally, someone decided to compare the numbers on the receipt with the product. Surprise! It was the right product—it was a Zagg screen protector after all. But now came a new problem. The girl said Best Buy doesn’t do free replacements of those anymore. The guy whispered to her, “Did Best Buy change their policy recently?”—but I couldn’t hear her answer. Then the manager arrived and said, no, Best Buy doesn’t replace screen protectors, only devices themselves. The fact that customer service had originally told me to get the replacement, and even said “we only do Zagg exchanges,” shows that Best Buy employees are poorly trained and wasting customers’ time. Clearly the original salesperson lied when he told me replacements were free for life at Best Buy. And clearly, customer service didn’t know what was going on either. Finally, the manager told me to contact Zagg directly, and they would send a free replacement. Another lie. It isn’t free—they charge $10+ shipping (more if you want it faster). In short: Best Buy salespeople misled me to make a sale. Customer service wasted huge amounts of time and didn’t know their own policies. “Lifetime replacement” is misleading: you pay shipping every time, and you can’t get it at Best Buy despite what they say at the register. Best Buy is not the same store it used to be 10 years ago. They give wrong information, contradict each other, and there’s nothing you can do when it comes time to claim a warranty. Better to buy accessories like cases and screen protectors on Amazon—cheaper, faster, and no time wasted on incompetent staff.

I would have given them negative rating if it was an option. These people don’t know how to do their job. I went to pick up instore pick up order and it took me 3 trips almost 2 hours of my life. Provided them with order number but they said my order was cancelled. They charged me for the same device twice after charging me it took them for ever to fix the mess they created. Either they didn’t know how to work or they just didn’t wanted to do their job. STAY HOME IF YOU DON’T FEEL LIKE WORKING. DO BETTER it’s is called customer service for a reason.

Great place as always

I was there to get an iPad nobody take xare off brunch of service there