Best Buy Baxter

Worst experience I have ever had in any store ever…. All staff apart from Riley tries there best with a lack of support from management. he is quite rude

Ordered a Pixel 10 Pro on 5/3/26. At the time of purchase, I verified specifically with multiple associates that the $250 instant off would apply, and I could get the $200 trade in incentive, on top of the trade-in value of my phone for a total of around $~$500 in incentives. Ordered phone, waited for it to arrive, picked it up and transferred all my data, factory reset my phone, handed it over, then got told they couldn't figure out the $200 incentive, at first insinuating it must've been a "carrier incentive". I pulled up their own website and showed them in real time the incentive was still active, they called "The Bridge" whom, from my understanding, said it either should work by entering a promo code at some point during the process, or it was online only (despite not being stated as such anywhere). After hours of them messing around, I requested to speak to whomever was in charge, and was told he was busy. Waited hours more, a guy named Riley finally came out of the back, and was immediately rude to me and escalated the situation negatively. Said the only thing they'd offer was me returning the phone and waiving the $45 restocking fee. I asked if they'd called the store manager as I requested, they said "yes, that's what she said to do", I said if that's all they're gonna do, I'd be happy to return it and purchase it elsewhere at full price, then began setting up my old phone; transferring my data and phone number back. Some time went by, and my girlfriend who had been waiting with me at the counter for around 3 hours at this point (she showed up after me so I didn't have to wait alone) went to walk around and look at appliances, as we'd earlier talked about needing a new dishwasher. She walks around, comes back, and we wait for my number to finish transferring... Before it transfers, Riley reappears and asks me to "Do him a favor", I look up and respond "Sure, what's up" and he says "Get out, you're trespassed, you're following my employees around the store harassing them, and called them worthless", I asked if I could finish tranfering my files, he said I could "Go out in the parking lot and finish, if I finish before they close, I came come back in and process the return, otherwise I can come tomorrow and return it, after which point I will not be shopping with them again". I remind him I'll be needing my paper receipt back from behind the counter in order to return it, I verify what time they close, and verify they'll be waiving the restocking fee. I leave, my wifi drops before my carrier transferred the number back to my old phone, and it's been deactivated from the new one. I go home, get ahold of my carrier, they're able to help me activate my old phone again. I was able to return the pixel the next day, once again Riley was rude, but not overly so this time. I asked multiple times for the contact information, specially email, of whomever was in charge of Riley, and despite being told they'd provide it to me, they never did. I asked Riley to apologize to Matt for me, as Matt had been caught in the crossfire, and to my understanding Matt believed I was calling him worthless when I intended to exclusively call the managers hiding in the back worthless, I highly doubt Riley delivered this apology. So to be very clear, Riley is worthless, and left his lower level employees to deal with an increasing angry customer, that specially asked for whomever was in charge, because I had no desire to be angry the direction of low level employees just trying their best. In my option Riley is unfit for management of any kind, and did not do right by his people, his store, or his customer.

Friendly staff and helpful. I'd recommend Best Buy.

Very friendly staff