Best Buy Flower Mound

I am following up on my previous review #228004, best buy replied asking to contact on their social media with more details, I was hoping that they would actually do something to fix the issue, they took my details but just ended with the generic "we have made a note and we are so sorry". They don't really help you and it is more of a time waste, they literally just repeat the generic apology and the fact that it has been noted. At the end they listerally ask you to "follow" the best buy social media page...lol I am not even sure if it was a real person I was chatting with or an AI agent. They send these replies asking to contact personally to make it look like they are addressing issues but it is nothing but a total waste of time.

Terrible experience!!! We ordered a google pixel 11, we had the option of shipping and getting it after 2 days but we preferred to get it in store so it would be faster (lol); it was anything but that!!! We had to trade in our old phone and for some reason their machine was not allowing it; only at THIS store. We spent an hour waiting for this issue to be fixed, eventually they said their machine is not allowing trade in, we asked to cancel, they conveniently asked US to cancel, the email did not have an option, we asked for their help and that took another hour since their machine would not allow a cancellation as well!!! The most annoying part was that, I handed my phone to them and still other employees would stop by and ask, "aren't you able to cancel?" like dude I literally handed my phone to you, please check and cancel. Eventually they said it will take a while and if we wanted to leave that's fine and we would get a call, as expected there was no call, we had to spend another hour on the phone with the best buy customer care to get the order cancelled. Yes it took 2 extra hours to get a simple order cancelled. The worst part was that the store never called us, the customer service person said he is arranging for the store manager to call us which obviously never happened. It was a direct order from best buy, how can you not process it and if there are issues, how can you not cancel it. We wasted 3 hours of our weekend for nothing!!! When we asked to be compensated for the inconvenience the guy in store rudely said : you are on the phone with best buy, ask them!!! and of course the best buy employee on the phone said; it's an in-store order, so you need to ask them. I recommend ordering online if at all needed but don't go to this store.

Great products, better employees. Love this place!

I visited the store last week and Jude helped me tremendously, patiently answering all of my questions. Great customer service!