Best Buy Denton

Update from my post shared 3 months ago: Just three months after my most recent repair, my craft ice maker once again clogged up and has stopped working. I contacted Best Buy only to find out that my extended warranty expired three months ago, and despite the recent repair, my ice maker is no longer covered under warranty. I was previously told by Best Buy agents that repaired parts are covered for one year. Apparently that is not the case. Save your money and shop elsewhere. ORIGINAL POST: I strongly discourage anyone from buy appliances from Best Buy. Four years ago I purchased a $4k LG refrigerator, among many other appliances during a kitchen remodel. Less than a year later, the refrigerator’s craft ice maker stopped working. Geek Squad ultimately replaced the ice maker. Since then I’ve experienced this same issue nearly a dozen times. Recently, the Geek Squad agents did not show up for a pre scheduled repair appointment that was made three weeks in advance. I was not given advanced notice of the canceled appointment, and instead was notified the morning of. I’ve asked to return the refrigerator, and I’ve even asked for a replacement or store credit to purchase a new fridge. Best Buy has refused all requests. Their only response has been, “We’re sorry for the inconvenience” and for me to continue scheduling service appointments. According to many of the Geek Squad technicians I’ve spoken with, LG is notorious for making poorly designed ice makers, and Best Buy absolutely refuses to work with its customers. Rather than standing by the products they sell, they push garbage units and shaft their customers. Costco will be my go to store for appliances going forward.

So we went to Best Buy today and bought a Samsung 65 inch TV that was just a little over $300. Put it on the cart, lying down went and checked out. Paid for it and bought the extended warranty on it for $70 for 5 years. We got home unboxed it set it up, plugged it in, went to turn on and it has a crack in and doesn't come on at all. So we called the support team and they said, yeah, bring it in, you know, we'll replace it, we haven't even had the TV for 12 hours. So later that day, we take it back, take it into the store, they no set it up, plug it in, look at it and the Geek Squad supervisor sorry, I did not get her name. But she is a woman, looked at us and said, that's physical damage. We're not going to replace it. I said, but we have the warranty. What do you mean you're not going to replace it? She said, well, that's physical damage and I remember your child climbing on the TV while y'all were in line to buy it. Now I get my child climbing on the TV yes, that is our fault, but my child is a one year old and not even 30 pounds. And she was on this TV for maybe 5 seconds, because she climbed on I saw her, I got her off so she did not even make it past the foam that is supposed to protect the TV. The Geek Squad supervisor said, well, we're still not going to replace it for you, I admit I did get angry and I told her this is ridiculous. We literally just bought this tv and spent $300 on this TV and I asked to speak to her manager, she said my manager's not here right now and I was like, okay, well let me have his phone number. She was like, I'm not going to give you His' phone number. I can have him call you tomorrow. Now I work in customer service and to me, this is very bad poor customer service on Best Buy's part. You're not going to replace the TV that was damaged because I'm sorry, but you cannot prove that my child climbing onto this TV did the damage, and you're not going to refund me my money and I have not even had this TV for 12 hours at this point. The geek squad supervisor lady then also said that well, I remember whenever y'all were transporting it, you had it lying down, you're supposed to transport a TV standing up. We had it lying on the cart and she was sitting right there when we were at the counter, checking out not once, did anyone say anything about needing to transport a TV standing up. Oh, and on the side note, we purchased the warranty for this t. V, but was not informed that this warranty does not cover any type of damage done to the TV. And not saying they're supposed to, but when we bought this TV me and my husband had our 3 children with us trying to get this tv out to our car, not once did any of the associates offer to help while I was trying to wrangle our 3 little ones and my husband was trying to get this TV out to the car.

David, the manager at Best Buy Denton, went beyond extraordinary! One of my TV’s threads was defective and I couldn’t remove the tv mount as Amazon required for return. Stuck in an endless cycle between Amazon and Best Buy, David personally took ownership. He researched, found the right process, and resolved the entire issue ensuring I had a TV ready just in time for my housewarming party. His dedication, professionalism, and problem-solving were truly 5-star worthy! Thank you David for your help and professionalism!

Gabriela was super helpful and kind to us while we were in here! Despite being new to the company, she definitely is a hardworking people person. :)