Best Buy Harlem & Irving

Best Buy was my favorite tech store to shop from since I was a kid. From gaming consoles to TVs to professional camera gear, I’ve always defaulted to buying from Best Buy despite their return policy being half the timeframe to other major online retailers. I just loved the magic feeling I got from being in a brick and mortar and seeing the electronics around me. That is until today. All that magic was stripped away and I wish I never spent the thousands of dollars I did here when I could’ve supported a different business. Today, I was treated and humiliated so poorly that I wish Google would allow zero stars for their reviews. I came in to this location after speaking to customer service over the phone about their recycle and save program. The lady helping me told me exactly where to go, what to ask for, and went through the trouble of checking if the items I wanted to recycle would be eligible and went a step further to even check if the item I wanted to purchase with the recycle and save coupon would be eligible. She said that it would in fact be eligible for this program. So I follow her instructions, speak to the customer service rep at the desk, and he approves my items for the coupon. Good deal. I ask him if we can just make the purchase of the mouse that I wanted right there on the spot and he informs me that that item is not eligible. I told him that the agent on the phone told me that it was eligible and that there are posts online about people using this program for this exact mouse but he was adamant that it won’t work. Confused, I asked to speak to a manager and also decided to call customer service to see why there was a mismatch between what phone support told me and the response I was getting in store. Manager never came. When I was connected on the phone to support they once again said it should work and asked for the coupon. I gave them the coupon and they were surprised why I was given a in store coupon and not the online coupon considering Best Buy did not sell the mouse in store and told me they needed to reprint a different one. I asked if I can get the online coupon but was told I needed to give them another recycled item for it after I already gave them my speakers. I asked if I can just get my speakers back and they said that the exchange is final. I told them the coupon doesn’t work and that this feels wrong and unfair bc I’m left with nothing but a piece of paper and that I wasn’t told the exchange was final at the time. I raised my voice, yes, but I never became unruly and never insulted the staff. As soon as I raise my voice because I felt like I was being robbed, a man standing next to the staff who’s not dressed in a Best Buy outfit tells me I’m done and to leave. I say, “excuse me but I’m not done and who are you?” and he continues to tell me to leave and says that I’m on camera and that I’m assaulting him. I never made a physical or verbal threat other than asking who he is. The staff next to him claims that he’s the GM. Not him but the staff had to tell me this. I ask the staff if I have to leave and they say yes because this guy who’s not in uniform said so. I comply but ask why am I being kicked out and he said for trespassing. Not the staff but this random guy claiming he’s the GM. Apparently raising my voice because I’m demanding my speakers back for a non working coupon AFTER I was told by support that it would work is trespassing and there’s no arguing with them about it. You can’t even show emotion as a human without them kicking you out. A true GM that happens to be there and overhears someone who’s confused and dissatisfied would come over and introduce himself as the GM, explain why he’s not in uniform, and proceed to de-escalate the situation. That’s what a GM is for, to control chaos. He was quick to intervene by kicking me out but he wasn’t quick to intervene by offering a resolution or at least an explanation. Why are you in business if you’re going to kick out customers instead of wanting them to return? Well, I’ll never return so bye Best Buy.

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Horrible Service!!!! No wonder why Best Buy has been going down. One I am a former Best Buy employee years ago so I do still under stand the policies and why certain stores decisions are based on. But I bought an open item washer through Best Buy.com and pick it up at the North Ave location when I took it home I noticed it was just too small being a 2.4 CU and decided to then exchange it and took it to the HIP Best Buy. Right away a manager named Angie decided to denied my return even though it was within the return policy and told me that an open box item major appliance can only be returned at the original location it was bought at which is false. I called customer support which disagree with her and even contacted someone up the chain that still works for this company and even after that she still refused my return. Angie stated in the policy says that and couldn’t point me where it did say that. I even showed her that on my app when I clicked return it directs me to any location. Angie also refused to give me the name of the GM Steve because I know she was in the wrong to do that to a customer and refused the return. I hope Steve you read this because I don’t know why Angie refused a return which would of resulted in a more expensive washer and even a dryer sale added to the stores revenue. Again Best Buy this is from a former employee that work over 15 years ago and people like Angie are why Beat Buy finds it in the state that it is currently. I am considering closing my Best Buy Credit card of 18 years because of this experience and shop with other retailers.