Best Buy West Ashley

As good as they say. Can't lie.

Clean, well organized, helpful people. Prices are competitive. Sales people know their products.

I bought a laptop on a store issued credit card that was returned in 5 days due to an AI problem. I was still charged 109.99 for 2 programs never used or installed even though I also canceled the credit card. I could never speak to a person just an AI. One credit was issued but they continued to charge late fees of 43.00 a month until I just gave up and paid in protest. This is the worst company I have ever dealt with and will NEVER buy anything from them again. Too much competition out there to treat customers so bad. I'll spend my money elsewhere.

I have been a loyal Best Buy customer for years and purchased my previous Surface Book 2 from this store. When it came time to upgrade my business computer, I purchased a Microsoft Snapdragon Elite laptop that retailed for approximately $2,899 but was on sale for $1,399.99. It was an incredible deal and exactly the computer I wanted. Unfortunately, the laptop turned out to be defective. I want to be clear that Kian in Geek Squad was excellent. He was professional, knowledgeable, and confirmed that the computer was defective. This review is not about him or the in-store staff who tried to help. The problems started after that. I first attempted to purchase another unit while I was in the store. The store was unable to place the order. Because I wanted to make sure I could still obtain the computer at the same sale price, I then spent nearly an hour on the phone being transferred between departments trying to get answers. During that call, I was advised that I would be able to purchase the same computer at the same sale price when it became available. Relying on that information, I continued trying to work through the issue and contacted the General Manager Shannon for a rain check. These communications were sporadic and would not have continued if not for my persistence and follow ups. The request was made during the period the device was still on sale as advertised. That request was denied. Despite their policy online. From there I filed a BBB complaint, I exchanged emails with management. What surprised me most was not that Best Buy disagreed with me. It was that they largely ignored the issues I repeatedly raised. No one meaningfully addressed the representation that I could repurchase the computer at the sale price. No one meaningfully addressed my request for a rain check. Instead, I was told that although better service could have been provided and additional options could have been discussed, Best Buy was under no obligation to do so. Best Buy ultimately offered me a $200 gift card. To be fair, they explained that this was not intended to make me whole and was not intended to restore the deal I lost. It was simply an invitation to continue doing business with them. I declined. It's insulting. That is the part I struggle with. I never asked Best Buy for money. I never asked for compensation. I never asked for a windfall. All I wanted was the opportunity to purchase the same computer—or a comparable replacement—at substantially the same value I originally received. The entire situation arose because Best Buy sold me a defective computer, yet I ended up losing access to a deal that was nearly 50% off retail. The employees I dealt with in the store were courteous and professional. Kian deserves recognition for his service. My disappointment is with Best Buy's corporate response and the unwillingness to stand behind a customer who's only fault was purchasing a device that did not work and made every effort to keep it. Returned within the policy window, attempted to purchase a new device, called the corporate line, requested a rain check, emailed the general manager, advised the BBB, and communicated with their corporate office. I expected better.