Best Buy Tuttle Crossing

I rarely leave reviews, but this experience has been beyond frustrating and deserves attention. About a year ago, I purchased a $1,600 TV from Best Buy. During checkout, I was strongly encouraged to buy the extended warranty. I specifically asked multiple times if it would cover physical damage during a move, since I knew I’d be relocating 8 hours away. The associate clearly told me yes, that I would be covered. That reassurance is the only reason I agreed to spend extra on the warranty. Fast forward to now, I moved, and unfortunately, the TV was damaged in the process. While it was upsetting, I initially felt relieved knowing I had paid for coverage. That relief quickly turned into disbelief when I was told that physical damage is NOT covered at all Since then, I’ve made multiple calls and had this issue escalated five separate times. Every single time, I’ve been told someone would follow up within 48 hours and no one ever does. To make things worse, one representative recently told me the damage actually was covered, and that I just needed to wait two days to schedule a Geek Squad visit. After waiting, I called back only to be told again that it’s not covered.So which is it? At this point, I’ve been without a TV for weeks, I’m out $1,600, and I paid extra for a warranty that I was clearly misled about. The inconsistency, lack of follow ups, and outright misinformation from multiple representatives is unacceptable. This has been one of the WORST customer service experiences I’ve ever had. I used to trust and enjoy shopping at Best Buy, but this situation has completely changed that. Unless this is resolved, I will be pursuing this further, including small claims court. beware: get everything in writing, because verbal assurances clearly mean nothing here. Sales reps will lie just to get a sale.

Waited 5 minutes around the apple area before asking someone for help, waited another 5 minutes and still no help came. Saw most employees by the door on their phones. Someone who was working in the printers was able to help me after he was done fulfilling an online order.

Mustafa in the computer section came over and was very helpful in my selection of choosing a new laptop explained all the bells and whistles because I am not computer savvy he made my choice and selection and easy one Thank you for your help.

Went in to buy the ray ban meta glasses, the store wasn't really busy, I got help right away, and I was in and out in a flash.