Best Buy Southland Center

I’m writing this review to recognize team member Caleb, who went above and beyond during my visit today. His professionalism, empathy, and dedication made a meaningful difference in what could have been a frustrating experience. In October, I purchased a $40 Zagg screen protector with a lifetime warranty. After enduring numerous drops — a testament to both my clumsiness and the product’s durability — it finally cracked. I visited Best Buy to take advantage of the warranty, only to encounter a few issues. First, I was informed that a receipt was required for replacement, despite never being told of this condition at the time of purchase. Second, the original receipt wasn’t readily available in my account — only the installation fee was on file. That’s where Caleb stepped in. Though not obligated to do so, he personally helped track down the transaction using my payment method, went the extra mile to print the receipt, and advocated on my behalf. Unfortunately, I learned that Best Buy changed its warranty policy just 21 days after my purchase, now requiring customers to pay an $8 installation fee for each replacement — a fee that now applies repeatedly over the lifetime of the product. This significantly undermines the value of a “lifetime” warranty, especially when the customer was unaware of the change. Caleb kindly had the fee waived this time, recognizing the lack of transparency. Additionally, Caleb informed me that with new phone releases, in-store availability of specific protectors may be discontinued — though replacements can still be ordered online through Zagg. While this is a viable solution, it adds a layer of inconvenience compared to the seamless in-store service originally expected. Despite these systemic frustrations, Caleb’s integrity, compassion, and commitment to service excellence shone through. He didn’t just follow procedure — he led with empathy. It’s clear he takes pride in helping customers, and he deserves recognition for his efforts. While my experience reflects some areas where Best Buy’s policies could improve, it also highlights how much a single employee can elevate the customer experience. Thank you, Caleb — you’re a credit to the team.

Huge selection, attentive staff.

Cody at the phone counter for AT&T was amazing! Helped me get my new phone and everything taken care of.

Can't say enough good things about these people Friendly, courteous knowledgeable. Go out of their way to help you. Excellent selection of things in the store.