Best Buy Thunderbird Rd.

We have bought alot from this location and normally have a great experience. Unfortunately tonight while in electronics we had Set constantly trying to push us to get the best buy card. We told him we were okay multiple times but he continued trying to push it, also tried to tell me it wouldn't be a hard pull on my credit. Was constantly trying to upsell me when he clearly didnt know what he was talking about. Normally love it here when the employees care about actually helping you out instead of upselling.

Subject: Urgent Complaint Regarding Mishandled Return at Thunderbird Best Buy Location Dear Best Buy Customer Service, I am writing to formally address a very concerning experience I had at your Thunderbird Best Buy location on 10/07/2025. I believe this situation requires immediate attention due to the level of mishandling and unprofessional behavior I encountered. I recently attempted to return a Pokémon card item at this location after discovering mold inside the packaging. I had purchased the item from a different Best Buy store, but I had my receipt and understood that returns could be processed at any location. Unfortunately, the employee assisting me was inattentive, wearing headphones and not listening to my concerns. Worse, he handled the product carelessly, causing the mold to drop onto the store’s surfaces and thereby ruining the evidence of the issue I was trying to resolve. When I asked for the mold back, the situation escalated. The manager made inappropriate comments, implying the mold looked like marijuana and even suggesting I smelled of it, which was not only irrelevant but offensive. Who is he the weed doctor? What a WILD ACCUSATION, He himself said “Pokemon cards? Oh I’m gonna need. My manager for this one.” He couldn’t even help me with a return. He turned into a child and opened the bag of the playing cards then started gig giggle like a school girl, THE AUDACITY ?! Ultimately, I was refused service and asked to leave the store, despite having my receipt and being fully entitled to a return. I was told I was being aggressive when I was simply trying to resolve the issue calmly. The employee didn’t even have a name tag and was repeating everything i was saying directly to him. “It’s my fault ? I dropped it ? I don’t know where the mold is bro I can’t finds it.” AFTER 2 EMPLOYEES (MANAGER AND EMPLOYEE) CONFIRM FINDING THE MOLD IN THE POKEMON ITEM THEY TELL ME THEY CANT HELP ME?! The manager (who did not ware a name tag) told me “can’t help ya take it back to camelback location.” I am requesting that this matter be investigated, that my return be honored, and that the staff involved receive appropriate guidance to ensure this does not happen again. Thank you for your attention to this issue. I look forward to your prompt response. Sincerely, Cam T!

I thought maybe I came in on a bad day but after reading these reviews it turns out the manager/ the cashier that “helped” me actually just shouldn’t have a job in customer service. I’ve never been treated so disrespectfully over something so small. The cashier told me one thing. So I called Best Buy customer service line to clarify that I couldn’t do my return. And they told me there should be no problem at all. So I immediately turned around and drove back. I told the cashier that the customer service line told me I should be able to return my item. I was very respectful, If they then couldn’t return it that would be fine. I just heard 2 different answers so I went back to clarify. I will never be returning to this location. The manager is simply incompetent and arrogant. And I don’t know why anyone hired him.

Couldn’t sell me a product they had right in front of them because of a Sku error. The manager couldn’t over ride it and instead made me drive to another store