Best Buy Carmel Mountain

Just went to Best Buy on Carmel Mountain Road. We purchased a Google Pixel trade online and we were told to pick it up at this location. The online receipt said that the trade-in was worth $312. We were given this quote even with a crack on the screen. We arrived at the store and were told to go to customer service. We waited in line and then we were told to go to the front. Then, when we went to the front, an employee named Dylan came to ask if we've been helped. I said we are waiting for management. Dylan told us we needed to go to customer service. I told him we went to customer service and that they directed us to come over here. Dylan responded with annoyance. "Fine." took a look at the phone and called for management because he didn't like that the screen said we would get $61 back for the phone. They told us we would only receive $31 for the Google Pixel trade in. Wyatt said that the phone wasn't marked as damaged. So we showed him screenshots of the receipt that said the phone was cracked. I told Wyatt that we were told we would receive $312 for the phone. Then he said that you won't get that price bc it's a promotion. I said that's terrible business to not honor the receipt. Wyatt said all they will give for the phone is $31. We asked to see a supervisor or manager. Wyatt said he is the Experienced Supervisor. We asked for a refund of the transaction and a receipt. Wyatt hand wrote a receipt. During this whole exchange both Dylan and Wyatt were bad mouthing us and they also called security up front. Even if they aren't in the position or have the power to change the situation they could at least be professional and respectful. I was planning on buying a $100 Google Play card. After the unprofessional experience I didn't want to purchase anything from this business. So I walked to put the gift card back to the card rack. Wyatt acted like he didn't want me to walk in the store to put it away. He even told me not to that he could do it. So this business Best Buy lost $1400 tonight....bc had they been nicer we would've just paid full price for the phone and the Google card.....bc time is money and we already invested so much time in replacing this phone. We are old school and still believe it takes years to start a business and seconds to lose it.

My mom was having cellphone issues with spam ads popping up constantly. We decided to try the Geek Squad, hoping they may have an idea of what’s causing the issue. Ray helped my mom out incredibly! He was patient and professional, helping explain the problem and how he fixed it. He also gave tips on what to do to insure this problem doesn’t come up again. We can’t thank him enough!

Bad customer service on return. Would not honor agreement of no restocking fee due to design defects that had been agreed with best buy online agent. Deflected and said they aren't qualified agents. At least the online agents were more helpful than the online staff

Never in my life I have experienced such a disappointing and unprofessional "customer service" from a company this size/ reputation. I am still baffled and shaking. I recently purchased a Samsung tablet (kids edition) at the store for our family (advised by a Best Buy employee). When I got home my husband explained to me that for the same money we could buy a faster one so I returned the tablet and he ordered another Samsung tablet at Best Buy online that I could pick up at the same location. We only used the tablet once during our flight to Europe. Two days ago we tried to use it again but it did not work. We tried to charge it but nothing happened. I went to the store and the employee told me that I was out of the return window (28 days) and therefore he could not do anything for me. I asked to speak to a manager. The manager told me the that the only thing that I could do was to purchase a Best Buy membership (50 usd plus tax) in order to give me a replacement. I asked if they could help me sending it back to Samsung but he was NOT willing to. The manager told me that Samsung would probably charge me for returning it and that it could take months to get it back (repaired) and the best option he could give me was to sign up for their membership (!!!). What bothers me is the lack of empathy/ acknowledgement: So sorry to hear that the product is not working. No BB employee told me about the extra care plan in the first place. I was totally unaware of the fact that they only offer 14 days warranty (in Europe this is at least 30 days, and ever after that, they are more willing to help and assist) They did not try to check the tablet with or for me. What is the added value of buying at BB if they offer you no service at all (only if you sign up for their membership for $$)? If you buy a new product you may expect that it will work for a fair period of time. I am in my last term of pregnancy and felt like the manager used it to sign up for the BB membership (which I unfortunately did and paid 54 usd) because I do not want to experience stress.