Best Buy Tuscaloosa

Great experience!

Didn't honor an extended warranty for replacement, copied and pasted the same comment on all categories on repair sheet. Made us send off an AC unit instead of replacing it with an in stock unit of the same sku.

I’ve been a loyal Best Buy Total member for years and have always trusted this store for my family’s electronics, spending thousands over the years because of the service we used to receive. Unfortunately, my recent experience left me extremely disappointed and disrespected. Today, I brought in my son’s PlayStation 5, which is still under warranty, because it kept freezing, lagging, and shutting down. When I explained the issue, the store manager, Ryley, took one look at the console and immediately said, “Oh, this is a first-generation PS5. We don’t have any of those, so there’s nothing I can do.” He then said the only option was to ship it off for repair, which could take weeks and isn’t guaranteed to fix the problem. I told him I was more than willing to pay the difference for a newer model if that helped, but he dismissed that idea too and just said, “I can’t do anything,” before walking off without any effort to help or even show basic understanding. His tone and body language were cold and dismissive from the start. What made it even more upsetting was how the other employees reacted—they saw how he was treating me and immediately walked over to remind him that I’ve been shopping here for years. They clearly wanted to help and knew the way I was being treated wasn’t right, but Ryley wouldn’t listen or consider any alternatives. This experience was such a stark contrast to how things used to be under the previous manager, JC, who was absolutely wonderful. He handled every situation with care, professionalism, and kindness. We never left the store unhappy when he was in charge. Best Buy, I hope you take this feedback seriously. I’ve been a loyal customer for over a decade, and it’s disheartening to feel brushed off and disrespected by someone in a leadership role. Your employees still represent the values that built my trust in this company—your current management should do the same.

I recently visited Best Buy with my mom to address a software issue with our PlayStation 5. The console kept cutting out, lagging, and not working properly. We’ve been Best Buy Total members for years and have spent a lot of money there over the years, always enjoying excellent service. Unfortunately, this visit was disappointing due to a manager named Ryley. Despite our warranty, Ryley said the only option was to try and send the PS5 off for repair, which could take weeks and wasn’t guaranteed to fix the problem. He also mentioned that since our console was a first-generation model, they didn’t have any available to exchange. We told him that was okay—we were even willing to pay the difference for a newer model just to resolve the issue fairly—but he said no and that there was nothing he could do. Then he simply walked off. What stood out was how the other employees, who have always been wonderful, stood by our side and tried to advocate for us, clearly disagreeing with Ryley’s approach but unable to intervene because of his managerial role. It’s especially disappointing considering our previous experiences with JC, the former manager, who was always fantastic. Anytime we had an issue, JC would personally override it and make sure we left satisfied. He truly embodied what good customer service should look like. It’s really disheartening to see someone in management act this way, and it’s not a good look for the store. I hope Best Buy takes this feedback seriously because loyal customers deserve consistent and respectful service.