Best Buy Littleton

I walked into the Lakewood Best Buy planning to grab a mid-range TV and walked out with a 75″ Samsung Frame—the last one in the store. Brandon, the associate who helped us, was great: friendly, knowledgeable, zero pressure. My wife loved the Frame’s aesthetics, and I appreciated the discount because it was last year’s floor model. We paid and left while the team took it off the wall and bubble-wrapped it. Two hours later we returned to pick it up. Two warehouse employees slid the TV into my Land Cruiser. One let a corner take the weight for a second; I didn’t think much of it until I later felt how flexible the chassis actually is. The set then rode home face-up on a flat, padded camper platform—never touching the ground until we laid it on our living-room carpet. Unwrapping it—by hand, no knife—revealed two deal-breakers: • an 8-inch gouge across the lower screen • a chewed-up bezel where the bubble wrap hadn’t covered it Clearly the damage happened before the TV ever got into my possession. Zero question about it on my end, as I knew how I had handled it. The bottom bezel has never touched anything but carpet, and even though I know for sure the screen was never touched by us, the vertical gouge could’ve never happened when we were carrying the tv vertically and moving the tv around horizontally. It could’ve potentially happened when they were setting it down into the cart that they wheeled it around in the store with. Or maybe it happened before the bubble wrap ever got put on the TV and someone either covered it up or just didn’t notice. I really don’t know, but it shouldn’t be my problem. I called Best Buy. The phone rep apologized and told me to drive to a different store that had the same model in stock; they would “honor the price you paid because you purchased a TV in excellent condition.” That felt fair, so I drove an hour to that location—only to be told returns had to happen at the original store and any accommodation was up to them. So back to Lakewood I went. Manager #1 agreed to refund the purchase but refused any credit or price match. Disappointing, but at least it was something. Manager #2 then stepped in, claimed I must have sliced the screen with a knife, and warned that if I said another word he’d cancel the return and kick me out. When I calmly pushed back—firmly but respectfully—he followed through, instructing staff to reload the damaged TV into my car and attempting to escort me out. At that point I called the police; there’s now a record of the incident. I’ve also opened a dispute with my credit-card company (the charge is still pending). Best Buy has its damaged TV back, but what the store really lost is a customer. I’ve installed dozens of TVs over the years. I worked in custom home theaters for a while. I’ve never seen such careless handling or hostile management. Brandon at sales was terrific; everyone after him turned a simple exchange into a full day, 100-degree, over-half-tank-of-gas ordeal. Reading other reviews, my experience isn’t unique. Poor training and an even poorer attitude are driving customers away—and judging by the empty parking lot, that slow decline is already under way. There’s no scam here. I proceeded to purchase a new TV from the Best Buy at Mexico and Colorado blvd an hour later. Much better service. Bottom line: If you value your time, money, or sanity, avoid the Lakewood Best Buy. Friendly sales associates can’t offset a warehouse that mishandles merchandise and hostile managers who punish customers who expect to be treated fairly.

Very friendly and knowledgeable staff and really cool products!!!!

The gent working the Verizon desk knew what he was doing. He helped us get things going with our new pixel phones. He helped us save some money instead of going through Verizon.

When returning my camera in unused condition well within the return window, the store manager here made up some story about how their system wouldn’t accept it because I bought it online and they “don’t stock it in store so they can’t take the return and need to ship it instead”. So I took the camera to another Best Buy and they took my return no questions asked. He most likely didn’t want that large of a return to be on their store. Managers like this are why I should have just ordered from Amazon instead.