Best Buy Tuttle Crossing

This is what “Open Box - Excellent” means to this location. Loosely packed home theater system, severe cosmetic damage to the subwoofer/rear speakers, and splitting power cables patched with electrical tape. How did this even pass inspection?

BestBuy is where customer service went to die, and interaction with a store employee does not exist. I went to purchase a $2200 3D printer this evening and asked an employee for assistance upon entering the store. I was directed to an area where I was told that someone would be with me shortly. After 20 minutes standing in the aisle I was sent to, no one showed. I walked to the front of the store to once again ask for assistance, and was once again instructed to go back and someone would be right there. 10 minutes later, no one. When leaving the store I was asked if everything was taken care of. When I advised that no one showed a second time, the response was that 'She was looking for me'. She couldn't have been trying very hard, because the store was not at all busy, and the only employees I saw were standing talking to each other. 30 minutes, plus drive time wasted. I went home and called another store to confirm that they had the item in stock, as online inventory showed only a single unit. The telephone agent assured me that the store did in fact have one. I asked if they could physically verify, before I drove another 35 minutes one way. I was told that they did not have the ability to do that. They were limited to inventory systems, likely because I was talking to a call center. They wanted me to complete the purchase online. When I attempted to add multiple filament rolls to the order, the inventory they showed available was only a portion of that which showed online. When I explained that I was not willing to drive another 70 minutes round trip without verification, I was told they could guarantee the item was in stock for delivery if I was comfortable waiting 4 days. If I wanted the item shipped, I would purchase it from the manufacturer with free shipping. All of this could have been avoided by someone taking far less time than the phone conversation to physically verify that the item was on the floor, at which point I would have gladly completed the purchase. Further proof that human interaction has no value at BestBuy is that all of their responses to poor reviews is to ask that you follow up on one of their social media channels!

very good selection of products and very nice people working there

Extremely disappointing and unprofessional experience, both at this store and with Best Buy Corporate. Before pre-ordering the new Samsung Fold 8, I specifically went into this store because I knew I had a huge amount of data on my current 1 TB phone and wanted to understand exactly how the trade-in would work if I chose store pickup. I was told by an associate that I could pick up the new phone, take it home, transfer everything, and then mail my old phone back. I relied on that information when I chose store pickup. When I arrived on release day, I was suddenly told I could not leave with the new phone unless I transferred everything there and immediately surrendered my old phone. The same associate remembered our earlier conversation and said she had believed I could take the phone home and was only then finding out, along with me, that Best Buy would not allow it. I was completely unprepared to surrender my old phone that day because that was not what I had been told. No one made any effort to find another solution. I asked to speak with the store manager and they refused to get hold of him. My choices were basically to transfer everything there, come back another day, or cancel the order. I ended up spending over two hours in the store, and because my old phone was wiped before I could fully verify everything at home, I also experienced data loss and account-access problems that could have been avoided. I escalated the entire situation to Best Buy Corporate and was assigned to Jeff in Executive Resolution. What I got back was not customer service. His responses became dismissive and defensive, and the final message was basically go pound salt, you should have chosen shipping, and our answer is not changing. No real acknowledgment that I was given incorrect information. No meaningful explanation. No effort to make it right. I WOULD have chosen shipping if I had been given accurate information when I specifically asked before ordering. That is the entire point! Best Buy publicly talks about being “customer-focused” and elevating the customer experience. My experience, from this store all the way up to Corporate Executive Resolution, was the exact opposite. At this point, I feel like Best Buy simply does not care. I have been a loyal Best Buy customer for many years and have spent a lot of money with this company. After the way this was handled, I have lost all respect for Best Buy. Best Buy has lost a longtime loyal customer, and I will not give them my business again.