Best Buy Concord Mills

I purchased a Switch 2 on release day (June 5th) from this store for my son's birthday. Awesome service and my son was thrilled to receive his gift. When we took it home, set it up, and found the product was defective. The dock didn't work. Its not best buys fault they sold me something faulty. No big deal, we'll return it. I went to swap it out on June 7th. It's an in-demand item so I knew my chances of getting a replacement on the 7th weren't great. Support was nice and understanding and said they would call me in a week and a half (two weeks max) when they expected my replacement to arrive. When that time came and went, I called the store to check the status. Of course, the local number directs you to a call center out of the country. I was on the phone for about 20-30 minutes and they finally told me that my product was in the store and ready for pickup. When I arrived, no replacement. I was told that they could see my name in the system but had no information other than that. And no replacement on hand. They told us to come by the next day and to talk to Frank. The next day (today), my young son and I arrived to be greeted begrudgingly by a whole new staff who had zero clue about anything. At this point I'm incredibly frustrated by the run around. They wanted me to start the whole process over and had zero empathy for the situation. "Who told you to come by?" "They said talk to Frank." They made me wait about 10 minutes while they went somewhere and decided that now, 18 days later, I needed to fill out some form for them to hold a device off to the side for me. "Was this not done on the 7th?!", I asked. "Do you want to fill out a form or not?" was the reply. "A form?! I was told yesterday it was in the store and then was told the same thing today and now I'm filling out a form?!" "Do you want to fill out the form or not?" "Fine", I say. The guy asks for my phone number and I apparently say it too quickly for him to comprehend. He asks again and I say it again. He asks again and I say it again. He then asks me to leave and threatens to have someone escort me out. He didn't like the way I said my phone number. He thought I said it too fast, even though I said it three times. I expected to have some resolution but he lacked any empathy for the situation. He grabs his phone and calls the police since I was standing around hoping to get some resolution. I said "Are you kidding? Wow. You're wrong for this. This is wrong." I left the store and as I was about to leave the parking lot, I see the police show up. I get out of my car and flag them down and tell them about the absurd reason they're there. I apologize for Best Buy not only wasting my time, but wasting theirs, too. They seem to think it's ridiculous and offer up the unsolicited advice that they couldn't help me legally to fix the situation. I tell them I'll have to reach out to corporate and go from there. They said "that's probably your best bet." I say "it sure wasn't my best buy." We shake hands and that's that. Roll the tapes. Check the footage. Anyone would be frustrated with the run around and complete lack of support. Especially when a child is involved and gets excited that they will finally have their gift fixed, only to be disappointed by the lies that we were fed (twice). Still unresponsive and unresolved. I'll be trying my best to get in touch with Mr. Damien Harmon. He's got a lot of work to do on this one. If you can avoid this place, I suggest you do.

My wife and I recently purchased new cell phones at the Best Buy store at Concord Mills, Concord NC. Our sales associate was Lola. She was very friendly, knowledgeable helpful and patient. She answered all our questions and helped us work through the entire process. She set up our new phones including transfering data from our previous phones.We are still learning our new phones but feel very confident that Lola will help us with anything we may have a question concerning. Thank you Lola...we will be back. John and Marsha W.

Staff and management terrific.

One Saturday I purchased a service agreement for my computer. 18 hours later, yes less than one day, I cancelled it. I never had anything repaired ..never used it. Best buy tried to prorate it and keep $27. I filed a charge with my credit card company, and was awarded a full refund. Someone needs to file a class action lawsuit against them. P.s. the receipt stated full refund if not used. After 60 day grace period, they prorate . And, the sales agent started off with the most expensive service contract. I didn't know the other less expensive ones existed. Very disappointing.