Best Buy Loveland

I will put some background and then focus on this review of the Loveland store. First, I am a huge supporter of Best Buy overall. Have been shopping there for many many years. Long before the CURRENT TERRIBLE CEO. It is great to have a brick and mortar store within a reasonable distance from home. We have the Fort Collins Store and the Loveland Best Buy store within a reasonable driving distance. But we also use the online purchasing option. The Loveland store is closer. Spent a lot of hard earned money at Best Buy on TVs, computers, tablets and even a refrigerator just over the last year. Much more over the years prior. We were BB customers when Circuit City still existed. Now on to the Loveland, CO store review. Before the newest CEO started, we frequented the Loveland store and received outstanding customer service, in all ways. Online service was great. Since the new CEO, experiences at the Loveland BB and online have been mostly awful. BUT, from fall of 2024 to Summer of 2025 we frequented the Loveland BB and had fabulous service every time we came in. The manager was exactly what one would want when dealing with a brick and mortar store. Prior to that it was a nightmare going into the store. No one knew anything. Service was absent. You had to stand in one line and there were no checkout registers at all. Even after COVID. The experience was terrible. It was a very different experience going to the Fort Collins store and always has been. FoCo has had consistent good service and the store employees were mostly a joy to even interact with there. Just a few days ago, we called the Loveland store phone number, before going, to make sure what we were interested in was there to physically check out in person. Figuring we would get the same GREAT service we had been getting since the previous fall. NOPE! Item was not there to try. Back to the worst customer service experience one can receive when in person at any store. Asked for a manager. Employee who approached us was completely clueless. Wrong about several things we discussed related to BB policy and the product in question. Didn’t go to get help. Was antagonistic. Was rude. Was absolutely unapologetic about our troubles. Escalated the issue. Terrible experience in every way. Not to mention that now, when you call the local store number, you are forwarded to a call center in India. In our case, that person lied, saying they were at the Loveland store when asked. Since we had a person who worked there who had an Indian accent before, we thought nothing of it and went to try out the product. The person I was buying it for needed to try it out in person because of physical issues. AND had asked if it was available to do so. We called ahead and asked. Additionally, There have been law changes and policy changes in Colorado regarding restocking charges for returned items. In April of 2025, Colorado began allowing stores to charge restocking fees for returned items. As long as they notify the customer that a return will be charged a fee and what the fee is. The item we were interested in said there was a $45 restocking fee if the item was returned, when I placed it in the cart online, and I am a BB Plus member. I have always been able to return items without any hassles. Never saw that message before when making an online purchase. So asked. The same store employee, who came up to me when I asked for a manager, said they never charge restocking fees. And had no clue there was a law change in Colorado. But there it was on the order I was ready to make. Then I chose not to because we could not try the item out in store after being told we could and the new fee. I was going to buy two. So it would be $90 and we couldn’t try it out. I am not going to buy something they are going to charge me $45 to return. Even if some random clueless employee says it is OK. Especially after driving 24 miles round trip for nothing. AND BB using Customer Service in India to answer local phone call. PLEASE GOD, have someone fire the CEO of BB!!

Seriously don’t know how these guys stay in business. They don’t answer any questions, there are no salespeople in the store. I was looking at TVs for about 10mins. - no one ever approached me & asked if I needed help. I finally talked to the security guy near the front door who was looking around as if looking for a train, the only employee I could find who suggested, incredibly, that I make an appointment or call the 800#. Really? When I did call I was finally, after navigating the extremely unfriendly & useless answer bot, endlessly on hold - connected to someone overseas ! When all I wanted to do was talk to someone in the store that could answer my questions regarding if or not they could perform a repair on my Bose soundbar, & then questions on a a new TV I need to buy. I wanted to spend $ there but they made it as difficult as possible. I guess I’ll buy my tv on Amazon like everybody else & just send the soundbar into Bose. Zero would be a better rating.

Terrible service. Waited 30 mins in TV section ready to buy a TV and no one available to help

If I could give this store more stars I would. I am here way too often and yet the crew jumps to help me with a smile and kind greeting every time I go in, and always sort me out when things need service or replacing. Extremely knowledgeable crew. I hope I never have to move so I don’t have to go to any other electronics store. Kudos Ethan and Collin, appreciate you guys! Cheers!