Best Buy Pembroke Pines

I love it here

Hello, I have never written a review of anything before, but my experience today with Best Buy customer service was so bizarre and terrible that I felt I had to write this to warn others. In the past six months, we have purchased many thousands of dollars worth of kitchen appliances and equipment from Best Buy because of a kitchen refurbishment we did. As a result of these purchases, I had $85 worth of reward certificates in my Best Buy account. Last week, I looked at the Best Buy Outlet website and found a refurbished iPad at a great price, so I purchased it and used my $85 worth of certificates toward the purchase. I have never had an iPad before, but I do have a 128 GB iPhone. The issue I ran into was setting up the 64 GB iPad using the backup from my 128 GB iPhone—it was horrendous. It kept running out of space. So I concluded that I needed to return the 64 GB iPad and get a 128 GB iPad instead. When I went to the Best Buy app to set up the return, I noticed that it was only going to credit me the purchase price minus the $85 worth of certificates. So before returning it, I called Best Buy customer service to ask if I was going to lose this $85 if I returned the iPad. I was told by a young man that there were ways for Best Buy to give me back the $85 certificate value, but that they needed confirmation that the return had occurred first. This was the entire reason I called beforehand—to find out specifically what would happen to these certificates. Then I returned the iPad to Best Buy. In the car as I was leaving, I called customer service again and explained that I had called earlier and what the young man said. He told me he was putting notes into my account regarding the conversation. However, this new customer service representative said she saw no notes in the account, although she did see a notation that I had called earlier. Within the first ten minutes, she told me that $75 of the $85 was considered promotional certificates and was a one-time use only, so there was no way for her to credit it back to me. I politely re-explained that the person I spoke to earlier did not tell me that, and had they told me that, I might have kept the iPad and given it away as a gift. This is exactly why I called in the morning—to find out what would happen to these certificate credits. She said there was nothing she could do beyond giving me $10 of the $85 back. I then asked to speak to a supervisor, and he told me that the only thing he could do was find out who I spoke to in the morning and scold them. I then told him to take $75 out of his own wallet and give it to Best Buy as a gift. Let this serve as a warning: when you follow the instructions of a Best Buy customer service representative, And what they tell you is a mistake, that Best Buy does not stand by the customer. In this time of watching what get spent I ended up with no ipad and I lost the value of the ipad that I could have given someone as a gift.

Subject: Urgent: Issue With Scheduled TV & Soundbar Installation – Resolution Needed Dear Best Buy Pembroke Pines Management, I hope this message finds you well. I am writing to express my deep frustration and disappointment regarding the handling of my scheduled installation for a TV and soundbar purchased at your store on Saturday, November 15. I was provided with a confirmation email stating that my installation was scheduled for today, Monday, November 17, with an arrival window between 7:00 AM and 7:00 PM. However, when I called the store this morning to obtain a more specific time window, I was informed by the customer service representative that my installation appointment was never scheduled. The representative first stated that it was my responsibility to call on November 15 to confirm the installation—despite the fact that I made the purchase on November 15 and received written confirmation. He then contradicted himself by saying the appointment had not been scheduled at all, despite the confirmation I have in writing. He later informed me that no driver was available today and attempted to reschedule me for a date more than a week later. When I asked about compensation for this inconvenience, I was told that I would need to wait until after the installation is completed and then call back. The call then ended abruptly, as the representative hung up on me. I took the day off from work specifically for this installation based on the confirmation Best Buy provided. As a loyal Best Buy customer for over 30 years, this experience has been extremely upsetting and wholly unacceptable. I am requesting the following: 1. Immediate clarification as to why my confirmed installation was not honored. 2. Prompt rescheduling of my installation ASAP, not a week later. 3. Information on what compensation Best Buy will provide due to the significant inconvenience, loss of wages, and unprofessional treatment I experienced. Please contact me as soon as possible to resolve this matter. I expect a timely response.

Good product and services