Best Buy Fields Ertel

Had the worst experience here this evening. I was looking for portable speakers that could connect to a wireless microphone. I checked online and saw that an open box JBL partybox with microphone was available. It said “Excellent” condition, which meant all the parts would be included. The site also suggested to check the unit in-person to be assured of the quality. So, I went to Best Buy to check it out. When I got there, someone greeted me at the entrance and told me to just go to the speaker section to look for the unit. No one bothered to help locate the unit… Luckily, I found it, and it was sealed in a box. I asked if I could open it to test it out and view the unit (I figured that should be okay since it was an open box unit anyway), but was told I couldn’t. I was told that I could buy it and just return it if it didn’t meet my needs. When I went home, I opened the box but the microphone was missing. I tried calling the store but just got routed to a generic customer service center. All good… the agent said I could just go to the store with the receipt and they should be able to give me a microphone. I was told no need to bring the unit with me. However, I decided to bring it just in case… and good thing I did. When I got back to the store, there was no one at the entrance, so I looked for the individual who I spoke to earlier. I found her and said the microphone was missing. I was told that’s the issue with open box, and could swap it out with another open box unit if one was available or she would just file a refund. I tried to speak with her to see if there were other options, but she started walking away, just leaving me there standing with the speaker. When I realized she didn’t seem to care and wouldn’t entertain me, I went to the speaker section to see if I could get assistance. However, I just stood there being ignored… you’d think a customer standing in the store, carrying a speaker, would draw attention… but no one seemed to care. Finally, one adviser approached me, and he was very empathetic. He tried his best to find me options, but couldn’t find anything. As a compromise, I asked if they could just give me a discount since the microphone was missing. Oddly though, I had to explain that Excellent condition meant all parts should be available, while Fair means some parts could be missing. I basically asked if they could give me a partial refund since the unit I bought was effectively Fair condition (missing the microphone) and not Excellent. Eventually, he called his manager. I explained again the situation, but the manager was very dismissive. She said she would have to change the price tag of the unit to Fair, and that would take an hour. So, my only option was to return the unit, then she would change the pricing and post it online but there would be no guarantee that it would be sold to me. Exhausted and exasperated (awful customer service, and very little effort to make things right), I finally just agreed to a return & refund. It was a very disappointing experience. Definitely didn’t feel like a valued customer at all. I was willing to work a compromise, but this store didn’t seem to care at all.

Ran around and lied to by customer service and wasted a trip to the store for nothing. Was told they'd price match a clearance price by an agent on their corporate line. When I arrived in store they said they wouldn't and the corporate person has different rules. This is why best buys are dying left and right.

Friendly, professional! Trusted Geek Squad representatives!

They have made it IMPOSSIBLE to call the store to speak to someone