Best Buy Durham Southpoint

My daughter and I recently purchased a new TV and a pet camera from the Best Buy store on 7001 Fayetteville Rd, and I felt compelled to share what an outstanding experience we had, thanks to Emily and Aurelio. Both team members were incredibly knowledgeable and friendly, making the entire process seamless. Emily was fantastic, helping us navigate the different pet camera options and ensuring we selected the perfect one for our needs and Aurelio was equally impressive, providing great guidance as we navigated the different TV options. We have been extremely happy with both items. Their combined efforts made the entire purchase process extremely easy. They went above and beyond to provide a level of customer service that is truly rare. Thank you both for your expertise and exceptional service!

I bought an Open-Box Excellent MacBook Air from the Garner Best Buy. Open-Box Excellent items are supposed to come with all original accessories, but mine came with the wrong charger. I went to Southpoint expecting them to fix it, because Best Buy’s policy allows any store to correct open-box accessory issues. The associate did talk to a manager, went to the back, and even showed the box to a Geek Squad employee but all three of them told me the same thing: “You have to take it back to the store you bought it from.” That is not Best Buy policy. They also said they didn’t have the correct MagSafe charger in stock. While they were talking, I checked online they actually did have them. No one tried to order it, offer a credit, or follow the proper Open-Box Excellent procedure. They just sent me away. This wasn’t even my first issue with Southpoint. I bought my ROG Ally at this location, and they failed to attach my warranty correctly. When I needed service, Southpoint said there was nothing they could do. I went to Crossroads in Cary, and they found my warranty instantly and fixed it immediately. After Southpoint refused to help with the MacBook Air too, I went to Crossroads, and they once again resolved the issue quickly the way Best Buy policy actually requires. After two major problems, I won’t trust the Southpoint store for anything except order pickups.

If I could give 0 stars I would. My refrigerator delivery the day before Thanksgiving was a complete disaster. No one called before arriving, the driver went to the wrong address, and I received zero follow-up. The Best Buy app was useless. You can’t reach the store, and the 888 customer service line wasn’t available. There was no way to speak to a live person about an urgent delivery issue after spending a lot of money. This experience was extremely frustrating and disappointing. Best Buy needs to improve communication, delivery coordination, and customer service.

Had what I needed. Out really fast, good service