Best Buy Mobile

TL;DR: With so many other places to buy expensive electronics and appliances, there’s no reason to risk spending thousands of dollars with a company that offers virtually no support after the sale. BestBuy’s customer service is effectively inaccessible unless directly in-store. I am honestly so frustrated and disappointed that I hope this review helps others understand the risk of making a large purchase at Best Buy. I have never experienced customer service this poor from a company selling products that cost hundreds or even thousands of dollars. If you expect meaningful support after your purchase, prepare to be disappointed. I needed to return a television, but my father suddenly developed kidney failure and was hospitalized. Returning a TV understandably isn’t my highest priority, so I simply requested if my return window could be extended. That simple request turned into the most frustrating, disrespectful, and dismissive customer service experience I’ve ever had. First, you cannot actually call the store. Every call goes through an AI system that is slow, confusing, and eventually routes you to a centralized call center. It took nearly 15 minutes just to reach someone. The first representative was so difficult to communicate with that a conversation which should have taken a few minutes lasted over 30. I have no issue with overseas call centers, but if communication is nearly impossible, the system has failed. I was also told there was absolutely no way to speak directly with the store or a representative stateside. After that call ended, I called back and got ahold of the sales team customer service… based in Texas. To me, it’s pretty telling of BestBuy’s priorities that the sales team call center is based stateside, but the customer service call center is half a world away. Regardless the rep was professional, sympathetic, and easy to understand. She confirmed there was no way to transfer me to the store but offered to request a callback from the location. That callback never came. So I called again today. After working through the AI yet again, I explained my situation and asked if there was anything that could be done. I’ll never forget how the representative sarcastically replied, “I’m sorry about your father! But anyone can make up anything these days. We won’t be extending your return deadline. Have a nice day!” Then hung up before I could respond. That was the moment I decided to write this review. In all my years, I have never experienced customer service this dismissive or lacking in basic empathy. Being accused of lying and hung up on while explaining that my father was hospitalized is something I never expected from any retailer. The irony is that I was returning the TV because I intended to purchase a more expensive model. That obviously won’t be happening now. I always viewed Best Buy as the place where paying a little more meant having knowledgeable people available if something went wrong. Instead, I found an AI phone system, call centers that couldn’t resolve a simple request, a promised callback that never happened, and a representative who sarcastically implied I was lying about a family medical emergency. Best Buy as a company will gladly sell you a thousand-dollar appliance, but when you need any kind of help or assistance, you’ll be treated with customer service less helpful than your health insurance and less sympathetic than a debt collector. I won’t be making another major purchase from Best Buy. There are simply too many other retailers, online and in person, to risk spending thousands of dollars only to receive this level of post purchase support. Finally, I want to emphasize that this review is not directed at the employees in the store, who were mostly helpful during the purchase. My frustration is with Best Buy’s corporate customer service support strategy, where AI systems, outsourced call centers, sarcastic and dismissive representatives, and the inability to reach the store directly turned a simple request into an exhausting and emotionally draining ordeal.

Friendly employee's

Friendly knowledgeable staff great selection of tech

Had battery replacement. Good customer service. No problems. Thanks to the Geek squad