Best Buy Southpark Meadows

⭐️ 1/5 TL;DR: The employees at this Best Buy have been AWESOME — friendly, helpful, and they’re now helping escalate my issue. My 1-star review is about Best Buy’s absolutely terrible phone/customer-support system. I was told my replacement phone would take about two days; a week later, there isn’t even a shipment number from Apple. I had to drive an hour round trip just to learn that because the support line couldn’t tell me or connect me to the store. More details below: First, I want to make this extremely clear: the employees at this store have been awesome. Every person I’ve dealt with in person has been friendly, helpful, and genuinely seems to want to help me. This review is NOT a reflection of the in-store staff. I brought my phone in last Friday because the front and back are cracked and part of the screen no longer works properly. The phone is still usable, so I kept it while they ordered a replacement. I was told it should arrive in about two days and that I’d be contacted when it was ready. After returning from a wedding on Monday, I realized I still hadn’t heard anything, so I tried calling the store. That’s when this turned into a ridiculous customer-service experience. The number listed for the store does not actually connect you to the store. Instead, it routes you to centralized/offshore support. I explained that Best Buy had ordered me a replacement phone and I just wanted to know whether it had arrived. The first representative seemed confused about the situation and kept asking why the store didn’t have my current phone. I explained multiple times that I still had it because I was waiting for the replacement. Could I talk to the store? No. Could they transfer me? No. Could they give me a direct number? No. Could they contact the store? Apparently not. I tried again later in the week and got essentially the same result. One representative said they might be able to ask the store to call me, but I never received a call. Today — a full week after I was originally told approximately two days — I called one more time before driving 30 minutes to the store. The representative couldn’t tell me whether the phone had arrived, when it might arrive, give me an estimated date, contact Geek Squad, or connect me with anyone at the store. So I drove 30 minutes to Best Buy just to ask the question in person. And within minutes of talking to the employees here, I finally got an actual answer: the replacement phone has NOT shipped yet, and they haven’t even received a shipment number from Apple. That is obviously disappointing, but at least it is an answer. And it’s information that the phone-support representative should have either been able to see or obtain instead of simply telling me they couldn’t help me. The employees at the store were once again great. They’re helping escalate the issue, explained what was actually happening, and when I mentioned how frustrating it was that I could never reach them by phone, they gave me the extension I can use to reach the store directly going forward. THAT is customer service. My frustration is with the fact that I had to physically drive to the store to get it. If Best Buy is going to route customers through centralized support instead of letting them speak directly with stores, that support team needs to have access to basic information about an active repair/replacement or at least be able to communicate with the store. A support system where the answer is essentially “we can’t see it, we can’t contact them, we can’t connect you to them, and only they can answer your question” is completely pointless. Again, the staff at this location have been fantastic. Unfortunately, Best Buy’s broader customer-service system made what should have been a simple status update into multiple phone calls and an unnecessary hour-long round trip. Best Buy corporate needs to fix this system. Their store employees — and their customers — deserve better.

I had a great experience with Mr. Marshall Andrews, the Geek Squad Manager. My MacBook repair and replacement process with Apple took a long time and had several delays, but Mr. Marshall stayed on top of everything. He consistently followed up with Apple, kept the escalation open, updated me whenever he received new information, and even created a new service order to help move the replacement process forward. What I appreciated most was Mr. Marshall’s communication and persistence. Even when there wasn’t an immediate update, he still kept me informed and made sure I knew what was going on. Eventually, Apple agreed to replace my MacBook, and Mr. Marshall continued following through until the process moved forward. Thank you, Mr. Marshall, for your patience, professionalism, and for going above and beyond to help me. I truly appreciate all the time and effort you put into resolving this situation.

Quick

Universal power supply for monitor, in stock, nice staff.