Best Buy Ahwatukee

I don’t normally write rude reviews, but today I had one of the worst customer service experiences I’ve ever had. I came into this Best Buy to replace a screen protector that has a lifetime warranty and to have it installed… something that should have taken just a few minutes. Instead, I was met with eye-rolling, dismissive attitudes and, if it couldn’t get any worse, a manager who clearly had no interest in helping but plenty of interest in standing around chatting. When I asked about the installation (which I had already paid for previously), the employee rolled her eyes and made a comment to the manager as if I had just asked them to complete the FitnessGram Pacer Test. The manager then came over with an equally rude attitude and ultimately walked away instead of resolving the issue. At that point it was pretty clear they had already decided helping a customer was simply too much effort for the day. The entire interaction made it feel like they were trying to figure out how to get me out of the store as quickly as possible rather than actually doing their jobs. I’ve rarely seen employees act this uninterested in helping someone who came in for such a basic service. What’s especially frustrating is that the employees at the Best Buy in Tempe Marketplace would never behave this way. Every time I’ve gone there they’ve been helpful, professional and actually seem like they want to be employed. Those employees deserve recognition for how they treat customers compared to the staff at this Ahwatukee location. I genuinely hope someone from corporate reads this review, because something about the management and customer service culture at this location clearly needs to change. A customer asking for a simple warranty service should never be treated like an inconvenience.

I usually like shopping at Best Buy, but this was a pretty frustrating experience. We purchased an $80 Xbox controller that was sold to us at full price and had nothing on the box indicating it was open-box or used. When we got home and opened it, it was very clear the item had been previously opened as the batteries were missing and the controller had visible scuff marks. This shouldn’t happen when you’re paying full retail price for a “new” product. We went back to the store to exchange it. They did swap it for a new one without arguing, which I do appreciate, but the bigger issue was how it was handled. I asked why a used controller ended up being sold as new and was given a vague explanation that didn’t make much sense. I then asked to speak with a manager and instead was just handed another cashier, who shrugged and said it was “probably human error.” That was basically the end of the conversation. As I was leaving, I got a quick, half-hearted “sorry,” but no real explanation and no sense that anyone actually cared about what happened. Mistakes happen and I totaly get that. What bothered me was the lack of accountability or concern. When customers are spending that kind of money, you expect quality control and at least a sincere response when something goes wrong. I’ll still shop here if I have to, but after this I’ll definitely be double-checking boxes before leaving the store.

Tech sales reps pretty much talk down to you.

Although I received confirmation the day prior, the Pokémon Day event FOR KIDS was scheduled from noon to 2. They started it at 10, letting all these people without kids take all the fun! We got there a little before noon and it was all over. My kids had been excited; they dressed up in Pokémon costumes, got their binders ready to trade, play, and have fun with other Pokémon kids, and obviously were very disappointed! Then they told us to try Tempe Marketplace as they were going to start theirs soon, and I said, "Are you sure? It doesn't say online they are doing anything." The employee replied with, "Yes, absolutely." We drove all the way there and THEY WEREN'T DOING ANYTHING POKÉMON! DISAPPOINTED YET AGAIN!