Best Buy Iowa City

Decent.

I bought a tv and the screen was broken. No big deal- it happens. I called the store and spent half an hour trying to speak to someone. It seems the only purpose of their automated phone system is to make sure you can’t talk to a human, and you can’t arrange a replacement through the automated system, so you have to talk to someone. I finally got a replacement but it also arrived broken- again, it happens. Next time I literally spent hours trying to get someone on the phone, because every time I did they transferred me only for the call to get dropped and I had to start over from the beginning. I went online to message their customer service, and after an hour with one person they still thought I was asking for a refund- like it’s so hard to understand that I got a broken tv and wanted to get it replaced- so they transferred me to someone else. I had to spend 90 minutes with the next person who finally arranged for a replacement. I’ll never step foot in a Best Buy again. This was the absolute worst customer service experience. If they would have just spoken on the phone with me this would have taken five minutes, not six hours, and I’m pretty sure they intentionally hung up on me when they said they were “transferring” me.

I pre-ordered my niece the ROG Xbox Ally X 7 on September 26 (the day pre-orders were allowed). I did so wanting to ensure she had this gift for Christmas. I picked up on October 28th only to realize when I get home, they gave me an open-box item. They didn't state this when I picked it up, given what I ordered was new (hence the pre-order). I take it back only to discover they don't have any and of course, it's back ordered till Christmas (again, the reason I pre-order to ensure this doesn't happen). Given that BestBuy totally botched this, one would think they'd ensure a solution. Instead, I got an apology. So, thanks for ruining a Christmas gift for my niece BestBuy. For those reading, you're better suited to send all pre-orders through another vendor. If I could, I would give 0 stars.

Great customer service