Best Buy Southlake

On May 21, 2026, I purchased a Samsung over-the-range microwave, Samsung gas stove, and an Osmo mobile phone stabilizer from Best Buy. Unfortunately, what should have been a simple purchase turned into one of the most frustrating customer service experiences I have ever encountered. The initial sales representative (Rich) was not knowledgeable about the products he was selling. He convinced me to purchase an SD card for the Osmo stabilizer, even though it was completely unnecessary. After I picked up my son from school and gave him the stabilizer, he immediately asked why I had purchased an SD card because the device stores videos directly on the phone’s memory. Realizing I had been misinformed, I returned to the store and successfully returned the SD card. During that visit, I specifically asked the customer service associate to review my receipt to ensure everything had been processed correctly, including my future delivery and installation appointment. I was assured that everything was entered correctly and there were no issues. Fast forward to my scheduled delivery date. I received a call from Alberto, who informed me that according to the system, I had taken the microwave and stove home with me on the day of purchase. I explained that I had not and that delivery, installation, and haul-away services had been scheduled. Alberto advised me that my installation would be canceled and instructed me to contact Best Buy. When I contacted corporate customer service, they confirmed the same incorrect information and advised me that my only option was to return to the store to resolve the issue. After speaking with a store manager, it became apparent that this was not the first issue involving the sales associate who originally assisted me. Although the manager was professional and ultimately resolved the problem, the solution required canceling the entire transaction and starting the process over. As a result, I had to wait an additional week for delivery. On the rescheduled delivery date, more problems arose. Jonathan arrived for the haul-away service but stated that he did not know how to remove an over-the-range microwave. He only removed the stove and left the microwave behind. Fortunately, the installer, Marco, was outstanding. He was professional, courteous, and solution-oriented. However, upon arrival he informed me that I would need a new gas line for the stove installation—something neither the original sales associate nor the in-store Samsung representative had mentioned at the time of purchase. After already experiencing multiple delays, cancellations, and errors, I was forced to purchase yet another item just to complete the installation. After everything was finally installed, I contacted Best Buy customer service to express my concerns. The representative acknowledged the issues and offered compensation in the form of a Best Buy gift card. What was most frustrating is that throughout the conversation I repeatedly stated that after this experience I had no intention of shopping at Best Buy again, yet the proposed solution was a gift card to spend at the same store. It felt like no one was truly listening to the concerns I was raising. The only bright spots throughout this entire experience were the store manager who corrected the initial error and Marco, who went above and beyond to ensure my installation was completed. Unfortunately, their professionalism could not outweigh the multiple failures, misinformation, scheduling issues, lack of product knowledge, and overall inconvenience I experienced. I typically shop elsewhere for appliances and electronics, but because Best Buy was conveniently located next to another store I was visiting that day, I decided to give them an opportunity. That decision ultimately cost me significant time, unnecessary frustration, and multiple trips back to the store. My advice to anyone considering a major appliance purchase stay from BEST BUY .My experience was disappointing from start to finish.

I don’t normally post negative reviews but wanted to share a bad customer service with who we believe is the store manager, according to the cashier. As soon as we walked in, the manager “greeted” us by immediately giving us an attitude asking what we were looking for. We politely said we were looking for pokemon cards (I was with my bil, sister, their 2 teenage boys and my 6 yo son). She directed us to customer service, and as we made our way, proceeded to shout “only one item per adult multiple times”. My nephews have their own debit cards but she would not allow them to purchase cards themselves. I don’t know if she was profiling or if this hobby has made all stores and employees hate pokemon and their customers (I know there are a lot of bad actors in this hobby but we were literally with our kids). I will never go back to this particular location again and will be sure to tell all my family and friends to shop at other locations because of this. I have worked in multiple different industries within customer service, and this is not how you treat your customers. Edit to add: the young lady at customer service checking us out was very sweet and seemed almost embarrassed for how the manager was acting towards us.

The Hispanic lady at the front was highly rude. Missed out on a $300+ purchase

Ii and out 15 minutes. Greeted at door. Check out fast enough. No military discount