Best Buy Tuttle Crossing

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.

BUYER BEWARE Do Not sign up for BestBuys Citibank credit card at all cost!!! It’s not worth the discount you get for all the hell you’re going to go through If fraud happens to your credit card with Best Buy. Long story short somebody hacked into my Best Buy online account and use my saved Best Buy credit card to buy two Amazon gift cards. I immediately opened up a fraud case with Best Buy Citibank and received an official letter stating my case was under investigation. They told me in writing I had to do nothing at this point, and I was not liable for the disputed charges or the interest. To my surprise throughout the whole investigation, they reported to the three credit agencies and never removed the disputed amount on my statement with interest charges compounding during the Investigation. I also received collection calls and text messages about my past due account, threatening to contact the IRS. This immediately lower my credit score by over 100 points. I called numerous times to BestBuy and Citibank explaining over and over that my fraud case was currently being investigated, but nobody could do anything saying they can’t control their collection agencies. Finally after nearly 3 months I won the case, all disputed charges and interest have been removed but now I still have wait another 30 days before they correct my credit? Best Buy is taking her sweet time and letting their AI system fix my credit sometime in the next 30 days when they get around to it! There is no Best Buy executive manager to take care of my case. Total BS I reported them to the Consumer Financial Protection Bureau and to all 3 credit agencies. Throughout this process, I found out that nobody can do anything for you and they hide behind AI on a phone system that keeps looping you in circles. Most of their customer service are foreigners that you can barely understand. One of the worst experiences I’ve ever had considering how long it took me to get my good credit and how fast bestbuy can lower it ?