Best Buy Matthews

Clean store with mostly friendly staff however the selection was not that great, some empty shelves that I felt could of been stocked a little more

To Best Buy Customer Support / Store Management, I am writing to formally submit a complaint regarding a recent customer service experience at one of your establishments. I visited the store to exchange my screen protector, a service I have previously utilized on multiple occasions without incurring any charges. However, the employee who assisted me, Amber, insisted on levying a charge for the exchange. When I clarified that I have never been billed for this replacement policy in the past, the matter was not resolved to my satisfaction. Furthermore, she requested the damaged screen protector prior to initiating the exchange. I indicated my willingness to perform the removal myself if that was her preference. I expressed my concern that her approach did not align with optimal customer service standards and inquired about the rationale behind the difficulty I was encountering. I proposed replacing the screen protector within the store and presenting the old one to her immediately after removal, as I wished to avoid touching the screen. My intention was to promptly remove the old protector and install the new one, but she declined this request. This interaction represented a lapse in customer service.

After ordering a TV from here to be delivered because of the Memorial Day Sale, I had noticed on the application that it said I still hadn’t made an appointment for delivery after I had placed it so I called to make sure it was going to be delivered. I was told that there were none available so they rescheduled me for another delivery date. When that day came by, I messaged Customer Support and they gave me the same answer. I told them I had already called and they “guaranteed” me another day and that the TV was already in transit. To make room for the TV I tossed out my old one because they “guaranteed” me that my TV would be delivered on said day. Today (6/5) I got a phone call saying that the TV was not available until sometime on 6/20. I cancelled the delivery and tried to speak to customer service. The best they could do for me was a quick “I’m sorry” after they themselves “guaranteed” me the new TV. Now I am down my old TV and about 2 weeks of waiting after multiple appointments and promises of delivery on the same day.

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