Best Buy Southpark Meadows

I am writing from a very concerning experience I had at the Southpark Meadows Best Buy location in Austin, TX on May 9th and May 10th. I originally wanted the tv off the wall but I purchased a returned open-box TV that I was told had been inspected. However, upon setting it up, I discovered significant issues including screen glitches, visible lines, and scratches. After contacting customer service, a Geek Squad appointment was scheduled. The technicians, including Carlos Ruiz, confirmed that the TV panel was defective and advised me to return it.On May 9th around 5:00–5:30 PM, After briefly leaving due to a power outage, I returned when the store reopened to exchange the TV. Due to the size of the item, I had rented a U-Haul to transport it for a second time.When I went into the store with the TV I was going to exchange, I asked an employee named Alex if I could view the replacement TV on display while my return was being processed. He repeatedly told me “no” without providing a clear explanation. Shortly after, I overheard Alex telling another employee that they would not bring down the replacement TV from the wall that day and would instead make me come back the next morning. When I asked for clarification, he stated they were “understaffed” and refused to assist further, despite the store not appearing busy. He explicitly told me, “I’m not going to do it.”I explained that I had already rented a U-Haul twice due to this issue and had been dealing with a defective product for over a week. Despite this, he remained dismissive and unhelpful. When I expressed concern about his lack of assistance, his behavior became increasingly unprofessional. He spoke over me, refused to let me explain my situation, and denied my request to speak with another employee or manager. After I noticed he was not going to do anything for me knowing this is an inconvenience to the customer, I walked away and told him I would be back tomorrow morning for the TV, he threatened to mark my item as “abandoned,” which I found inappropriate given the circumstances. I returned again on May 10th as instructed, once again renting a U-Haul. Alex then stated the TV would still not be available and that I would have to wait yet another day. During this visit, he continued to argue with me and my partner, refused to connect us with a manager, and insisted he was the only person we could speak to. Even while another employee was assisting us, he interrupted and continued engaging despite us clearly stating we did not wish to speak with him further. As a result, I am now being forced to wait until May 16th for delivery—turning what should have been a simple exchange into a two-week ordeal. This has also required multiple unnecessary U-Haul rentals, and I am now incurring additional delivery fees as a direct result of the delays and lack of assistance. This experience was extremely frustrating, unprofessional, and unacceptable.

I made an appointment online to fix my cracked iPhone screen through my Apple Care plan. Showed up, waited near the Geek Squad service desk and wasn’t greeted or helped for an hour. I don’t blame the technicians - there were only 2 techs working and there were 5 customers needing help when I arrived, not including me. Some of which were older and clearly not very tech savvy (or nice) and needed some hand holding. The techs were running back and forth helping customers and I could tell they were very stressed. They got to me eventually and fixed my phone screen…but if I make an appointment, why am I waiting an hour AFTER the appointment time for the service to even begin? Best Buy - put more technicians on the Geek Squad schedule to handle the work load, or don’t allow walk-ins! You’re killing your customer service!

Emilio helped me out today when looking for laptops and TVs and he was super knowledgeable and helpful for what I needed. He answered all of my questions and really gave me some good information. I will definitely be coming back here more often!

Found what we were after, but not quite the best price. It was on stock, which is always nice.