Best Buy Tuttle Crossing

This was an absolutely terrible customer service experience at this Best Buy. The staff was not helpful at all. I received a TV with a broken screen through Best Buy delivery yesterday. I brought the damaged TV into the store and asked for an exchange. However, the employee who assisted me did not seem to know how to handle the process. Instead of processing an exchange, he cancelled my order. I specifically made it clear to him that I did NOT want to cancel the order—I only wanted to exchange the damaged TV. He said, “Okay,” but eventually had to ask his manager for help. The manager with red and black hair then asked me why I had originally cancelled the order instead of requesting an exchange. What? An exchange was exactly what I had asked for from the beginning. After I explained everything again, she finally arranged delivery of a replacement TV, but then told me I would have to pay the difference in sales tax. I do not understand why I should have to pay anything extra when the delivery address remained exactly the same and I was simply exchanging a TV that arrived damaged. This situation was not caused by me—it happened because Best Buy delivered a damaged product. What frustrated me even more was hearing her explain the situation to another manager as if it were a “customer changed their mind” situation. That was absolutely not the case. I never changed my mind. I received a damaged TV and simply asked for a replacement. The entire experience made me feel as though I was being blamed for a problem that I did not cause. Customer service employees should be properly trained to handle exchanges and damaged products, communicate accurately with one another, and show more professionalism and empathy toward customers. I am extremely disappointed with how this situation was handled.

Hey, got a response to my negative review. Best Buy wants me to respond on social. I don't do social. I do phone and in person, which I tried and didn't work. And this was the only way to respond to them

Went into purchase a new laptop. The sales associate was very helpful, very friendly, and very knowledgeable. Very pleasant experience.

Great store. No bad managers