Best Buy Carson Valley

This store has the worst customer service! I bought a brand new iPhone Air which has a hardware issue. We already brought it to the store once and the Geek Squad guys were awesome and actually got the phone to turn back on, however, I lost everything. For some reason, nothing was backing up to the cloud and it had to be factory reset. Well, the phone started doing the same exact thing it did before bringing it to the Geek Squad. We have been trying to call the store for multiple days, however it is completely impossible! We don’t live in Carson City so it is a long drive for us to go there. We finally got through to somebody in India, who told us they don’t have a way to connect us to a person at the local store. Then, we tried to schedule an appointment online and it says there are no upcoming appointments available. So we are trying to figure out when we can drive to Carson one day after work and hopefully get to talk to a real person. What a joke. I will never buy anything from Best Buy ever again!

This experience has been incredibly disappointing. I brought my computer in to have the trackpad fixed and paid $200, only to receive it back with all my programs removed and bookmarks for Google, Firefox, and Internet Explorer erased—none of which I had asked the technicians to delete. They took it upon themselves to make those changes. Attempting to resolve this was a nightmare; the AI phone system repeatedly looped me, making it nearly impossible to reach a human representative. When I finally spoke with someone, there was no acknowledgment of my frustration or empathy for the fact that I had spent three hours driving back and forth to the store, especially since I am remote. The Assistant Store is extremely difficult to contact, with multiple calls still resulting in my inability to speak with Uylliss, the Assistant Manager. This entire ordeal has left me profoundly disappointed in their service, highlighting a lack of care and empathy from a corporation that seems more focused on profit than customer satisfaction.

This location does a terrible job categorizing its open-box merchandise. We purchased a refrigerator that was labeled Open Box Excellent, and it had noticeable scuffs. More recently, we purchased a KitchenAid microwave that was also labeled Open Box Excellent, only to arrive and find that it was missing almost everything except the wall mount. There was no hardware, no mounting template, no manual, and no box. They have three condition ratings, yet this location clearly isn’t doing a good job accurately representing the condition of the merchandise. If an item is missing essential parts or has visible damage, it should be categorized accordingly. And what happens when someone purchases an open-box item online based on that Excellent rating? They may rent a truck, arrange transportation, take time off work, or make other arrangements to pick it up, only to get there and discover that the item isn't actually in the condition advertised. That is a huge inconvenience that could have been avoided if the item had simply been inspected and labeled honestly in the first place. The kids who helped with the return were actually very nice, so this isn’t directed at them. The problem is with the person responsible for inspecting and labeling the open-box items. They are doing a terrible job. Honestly, it feels like a sneaky tactic. The customer should be getting a better price when an item has scuffs, missing parts, or missing accessories. But when it gets incorrectly labeled as Excellent, the customer pays more for something that isn't actually excellent. Please inspect and categorize these items accurately. Customers shouldn't have to discover the true condition after they've already purchased the item and made arrangements to pick it up.

My complaint is about the quality of product this store stocks. I bought a pair of Shokz Open Run Pro2 headphones in June 2024. They lasted 14 months before the volume up button failed on them. You couldn't turn them on. And they were replaced by Shokz without issue. The volume down button on the replacement pair failed 11 months later. Because it was 25 months since the original purchase Shokz refused to replace as it was longer than the 24 month warranty. All they would offer was a paltry 15% discount on a future purchase. Shokz Open Run Pro 2 is an excellent product....until it fails. The micro switches are clearly of poor quality. I paid US$191 which is top $ yet I get a durability performance that is inferior to a similar $15 product you can buy from Walmart. And a company, Shokz, who, instead of doing the right thing, hides behind a 2y warranty which to be quite frank is somewhat questionable business behavior. If I have had a repeated failure issue with the micro switches you can bet many others have had this issue too. My advice to you is to avoid purchasing any Shokz product going forward. This is clearly a company that markets shoddy expensive gear and is not willing to address its poor performance. My recommendation to Best Buy is to have nothing further to do with Shokz. FYI I've attached a pic of the Shokz and the much cheaper headphones that were the predecessor. The cheaper ones are now 7y old and still perform well.