Best Buy Greenwood

The stuff was really good at customer service

I learned the hard way not to try and use the trade in option Best Buy has with mobile carriers. I have Verizon and they didn’t have the phone and watch I wanted in stock, so I foolishly used the Best Buy app to trade in my old phone and watch. My purchase was ready for pick up and when I got in line, all panic ensued. A “code” was called because there weren’t enough employees to handle customers. The woman handling my trade in told me to keep my phone and I’d be sent a shipping label, but she took my watch. A week went by and I never got the label. Verizon said I had to deal with this from Best Buy or I’d be the one charged. I went in the store and worked with an employee, Michael, for an hour trying to get a shipping label and eventually the manager, Ryan stepped in when I asked for a refund. He said he would handle it and I could leave the store. Michael called and told me I would be sent a new shipping label to my house and Verizon was aware of the delay. That never happened. No one answers the store phone. I spent over an hour on chat with their customer service until I was told to call their customer service line. I was told I could trade in the phone (for a fraction of the cost) with their company, but I couldn’t return my products because it was outside of the date. My purchases were on 10/23, less than a month ago. Well yes, I explained to them…I’m an emergency healthcare worker that works in 7 night shifts. Unfortunately I can’t sit in their store every business hour while they try to figure it out. Every person I spoke to told me to use the link online to trade it in, which I tried several times with no success. I felt like they wanted me to do the work for them. When I told the representative that I needed to speak to the manager (Ryan) on site originally handling the situation…he hung up on me. In the last 4 months I’ve purchased a 75 inch tv, iPhone 16, Apple Watch 10, AirPods, and screen covers/lens protectors/phone cases, etc. through Best Buy that adds up to thousands. A friend warned me not to buy anything from their company for these exact reasons and to wait on Verizon. I would be more than happy to return all of my products purchased that day and spend my money elsewhere, but they’ve made it clear it’s too late for a refund and they aren’t willing to fix things. I now have to find some way to return/sell my phone or pay the extra costs. I won’t spend another dime at this store or any Best Buy.

Quentin in the geek squad was very professional and courteous. He listened to my issues and explained how it could be fixed. He then proceeded to fix my issue in a very timely manner. The whole time he had a smile on his face. And by the time I walked out the door I had a smile on my face. Management needs to acknowledge this young man for his hard work and dedication to customer satisfaction

10:00am opening time means 10:00am, not 10:06am.