Best Buy Tracy

I'm so happy you stuck around!

Great place with great prices ...and the workers actually take their time and help you (if it's not too busy of course)

Very friendly and helpful staff

I purchased a laptop online via the Best Buy website on September 15, 2024, an Alienware M18. Based on the indications on the website, the laptop had an “average sized” display, so I had the laptop shipped to my house. I was shocked when the product arrived; it was absolutely massive and weighed a ton. It was so large, it would not even fit in my large work laptop bag. I knew I would need to exchange it for a smaller model. (Interestingly, the smaller model, the M16 is listed on the website as having an “above-average sized” display, despite being 2” smaller than the M18.) I was not sure how to go about an exchange having made the purchase online, so I called Best Buy customer service. After waiting online for more than 20 minutes, I hung up the phone and decided to call a store directly. The closest store with the Alienware M16 in stock was your store in Tracy. I called the number on the website and, much to my chagrin, was directed to the same customer service telephone pool where I waited, again, for 20 minutes before I was connected with a human being. I found the call with the customer service representative to be frustrating and condescending. The representative did advise me I could take the laptop to a physical store to exchange it. I needed the laptop for a project in the coming days, so I immediately set off to Tracy on September 17, 2024 at 5pm in the afternoon during the work week despite living almost an hour away. I prepared for the worst and, given the fairly high price of the laptop, I was sure an exchange would take an exceedingly long time and would involve shuffling the laptop I had with the laptop I wanted. I walked into the store prepared for a battle with security at the front and long waits in the computer department. To my surprise, I was warmly greeted at the front by William, who tagged my laptop quickly – and with a smile – and sent me to the back for an exchange. Completely flabbergasted I would not be required to lodge the laptop in some kind of locker or be escorted to the back of the store, I set off on my own. Gary immediately greeted me in the computer department. I explained my situation and how exasperated I was and my need to downsize the laptop. He was sympathetic and knowledgably answered my questions about the differences in computing power. Again, I was expecting a long wait while he pulled the M16 from the back and completed extensive paperwork. I was surprised again when Gary helped me boot up the M18 I came with to be sure it was working and calculated the difference in price for the smaller laptop. Since I would be getting a fairly sizeable refund, he offered to upgrade the coverage for the M16, which I did. After being supremely frustrated with the Best Buy website and customer service phone line, I was pleasantly surprised to find warm and prompt customer service inside your Tracy store from Gary and William. My receipt came electronically, which Gary verified with William via the store communication system. I stopped at the exit, sure I could not leave the store without some kind of pat down or triple check verification of the laptop to the receipt. William waved me along, having already received the heads up from the computer department. I was in and out of the store in less than 10 minutes. I wanted to take the time to send along my sincerest thanks to both William and Gary. The quick and satisfying resolution to my complicated issue was most appreciated.