Best Buy Battlefield

Came in today and Marques S helped us buy a few tvs, he was incredibly helpful and knowledgeable also the nicest person ever, especially after having an encounter with an extremely rude employee (the Sony rep Nick). Would recommend Marques!!!

I ordered a new S26 Ultra for pickup and trade in, then called and waited through the new pathetic AI system. After 10 minutes, I finally got ahold of somebody at a Best Buy call center and clarified with him multiple times that I would be able to pick up my new phone and had 72 hours to turn in my trade-in, despite the app saying to bring your trade-in device to the pickup counter. I then drove all the way to the store and spoke with two managers, an employee at the pickup desk, and Geek Squad, only for all of them to tell me that I could not leave the store with both my trade-in device and my new phone, and that I did not have 72 hours to turn it in. Best Buy just lost over $1,000 over this, and I canceled my order. No one seemed to understand or care, even though I had the phone call recorded, having had a feeling this would happen. My primary phone is the device that has to be switched over, and I need time to transfer 23,130 photos/videos and several thousand text messages before I can hand my phone over. That transfer is estimated to take between six and nine hours. This was a waste of fuel and a lot of time already. Having prior management experience, I feel this could have been handled much better, especially since I am initially charged the full retail price of the phone, which is clearly disclosed, and I am not refunded until they verify that my trade-in device matches.

They dont ever seem to have what I want in stock in store, everything has to be online, and when I go into best buy its usually because I need something right away and dont want to deal with shipping. The people are usually friendly though so that's a plus.

Absolutely the worst customer service I have ever received. This business deserves to go under.