Best Buy Florence

Austin went above and beyond to make our experience amazing. He’s very polite and attentive! Thank you!

I purchased a Samsung Galaxy S25 Ultra outright on April 13, 2025. I was upsold on a $45 screen protector. The selling point was that I'd pay for it once, and they'd replace it as many times as needed. No brainier, right? I was out of town for three weeks for work. While I was out of town, my Zagg screen protector broke. I ordered a cheap screen protector on Amazon and thought nothing of it. I had the ability to go into the store after getting back to town a couple days ago. I went in to get my free Zagg screen protector replacement because I preferred the matte finish on the Zagg. AJ greeted me, and I explained the situation. He asked if had the broken screen protector with me. I wasn't sure I heard him correctly, so I asked if he meant the broken screen protector that broke 2 weeks ago? He said yes. I told him no, I threw it away. But he can have the screen protector I had on the phone now if he'd like. He told me they can't give me the free replacement screen without the broken Zagg one. I told him he can break the one on my phone now, and use that. Although said in jest, AJ took this very seriously, and deferred to his boss, "Dr. Dike." Dr. Dike proceeded to explain to me, in a tone dripping with condescension, that, of course they can't replace the screen protector without the original, broken, Zagg screen protector. I explained to Dr. Dike that when I paid $45 for the screen protector, no one informed me that I'd indeed require the broken screen protector to receive the replacement. He went on about how surely I couldn't expect them to recite all terms and conditions of a warranty at the time of sale. He insisted that I reach out to Zagg and see if an exception could be made, as Best Buy and the Geek Squad are completely hands-off when it comes to the warranty. I explained patiently that if someone would have told me to keep the broken screen protector, I would have, without issue. But it was never stated and I did not receive any receipt or email with any terms of the warranty; I could only go based on what was explained at the time of the sale. I do not care about $45. But to treat someone like an idiot because they're unfamiliar with the terms of a warranty is unacceptable. AJ and Dr. Dike would do better to treat people nicely and not like they're stupid. If they wouldn't have spoken with such condescension, this review would've never been made. Geek Squad employees seem to have this innate ability to think that they're better and smarter than all of their customers. Surely, they sometimes are, but it's not hard to install a screen protector, or replace a hard drive, or install an antivirus software on a computer. I was paying for convenience, and was sold a lie. I will shop elsewhere from now on, and will be sure to share with friends and relatives that the employees here will treat you like you're stupid.

Waited 30 minutes to get help in the camera section talked to 5 employees and still no help. Just left after that because how can you say you called someone to help for over in the department and have no one come. There was plenty of staff that was just talking to other employees, but couldn't take 5 minutes out of their day to help. Thank you best buy for setting the standard for me not to step into another best buy again.

Sam really helped us out yesterday at bestbuy. We had so many questions and he answered them all swiftly and easily, and when it was time to purchase he didn't pressure us into any additional items, and explained the promotions very well! He even looked through the stock that came on the truck to see if they had what I wanted, and they did. I'd really recommend talking to Sam!