Best Buy Burbank

The five stars is for an associate named Ed in computers. I was supposed to receive a free 6 months of virus scan with my new computer purchase, which I didn't. I was on the phone for at least an hour with best buy customer service the previous day and kept getting transferred and not helped. Then, I went to the back to this store where I purchased it was transferred around the store to different people. I finally went up to an associate named Ed in computers, I talked to yesterday about my computer purchase and guess what? He knew exactly what he was doing! I was so excited because he was able to do an exchange and repurchase and add the free virus scan. It turns out someone was supposed to check a box when I purchased it to add the virus scan. So now I am all set! All employees on the phone and in the store should know what they're doing like Ed, because no one knew what to do otherwise and I wasted so much time previously. Thank you Ed!

Very nice people

Customer service is dog water. You literally have to hunt down ANYBODY to help you, and when you DO find someone they either A. Can't tell you shit about the product or B. Are already helping someone else out. Why the hell do you have people sponsoring other companies but not enough people on the floor? All I wanted was to get a laptop. It should not take 15 min of me walking around trying to find someone to get some info. I even found one employee in the corner on their phone. It's ridiculous

I have been dealing with a refund/charge issue since April of this year. I have received SIX different case numbers and my issue still has not been resolved!