Best Buy Traverse City

I will tell you that I used to be a huge advocate for Best Buy, however the times they are a changing. I have to say that the level of customer service has diminished from here, I had pre ordered 2 copies of a game that was scheduled to be picked up by Sept 12th 25. Not only did they not have these editions but the person I spoke to on the phone was extremely condescending while talking to me. I ask the associate if the my copies were physically in the store, he responded with yes. I told him I was on my way to the store (which was an hour away), got to the store and they had zero copies in the store. Needless to say I haven't had the best experiences with them in some time, so much so that I will be getting rid of my best buy card for good.

Employees standing around in one section talking and offer zero help. I asked where chargers were for my MacBook and he just pointed in the direction. Case is locked so you can’t get anything without the help of someone and not a single person offers help. Just walked out.

On July 5th we went into the store to look at new iPhones, a sales associate helped us through the process and provided his recommendations which we are finding out now, were all completely incorrect. Firstly, in order to purchase the phones we wanted a payment plan, so he advised us to get the credit card, which we did. He asked if the address to ship it to was the one on my ID and I said no and gave him the correct one. I gave him the correct one 2 more times and even typed it into his computer. The credit card came to the incorrect address. I had to call the 800 number cancel the current card and get a new card sent to set up my account. (This is the smallest of the problems I have incurred but still very inconvenient) Secondly, we bought 3 phones with the intention of returning one, we were deciding between 2 and wanted to take them home to decide. He said no problem there is a 30 day return policy. As we were traveling at the time, we double and triple checked with him about the return policy and he said yep no problem, you have a whole month to decide! Flash forward to 3 weeks later when I’m trying to return the phone and find out that the return policy for phones is actually 2 weeks. You can imagine the absolute frustration of being unable to return a $1,000 phone you have no need for because you were incorrectly informed. Last and the most frustrating part. He said the most wonderful thing about buying these phones from BestBuy is that you can pay $179 a year and be under complete warranty. We went on and on asking questions and he eased all our worries and said that yes, it is an amazing warranty and will cover everything we need on our phones. How amazing, we bought it right there! Flash forward to 2 months later we have an issue with one of our phones, but no worries we have a warranty. We went into the BestBuy store and they tell us they know exactly what is wrong and that it will be $400 to fix because we have no warranty on these phones. You can imagine my surprise! And yes indeed after checking it turns out that pre-owned phones are not covered by my best buy total care policy. So now I have 2 phones with no warranty, a warranty that does nothing for me, and a bestbuy credit card I don’t want. I’ve spoken to customer service and they are willing to refund me a prorated amount for the “my total care” policy. Refunding me for a policy that doesn’t apply to me, and pro-rating it for the last 2 months (where I also could not use this warranty) is below the absolute bare minimum. If I had been told any correct information by this sales associate I would have bought 2 brand new phones with the warranty or bought these phones from literally anywhere else. This has been a miserable experience and I no longer want either of these phones or anything to do with BestBuy.

Was set here by Apple drove 4 1/2 hours to get here after making an appointment just for them to tell me that they can’t get to it for another two days absolutely horrible communication definitely do not recommend going there for any sort of repairs