Best Buy Lake Worth

Kaykay in customer service did exactly what I asked her not to do.

I brought my computer to Geek Squad on Friday 3/13/26 for a repeated issued they claim is a known software issue. I am a total tech rewards member. The man who checked my computer in suggested a new "fix" to try. I asked if anything on my computer (files) would be lost and he assured me everything would be restored. I agreed and left my computer. Later that evening a team member called me to let me know the computer was ready to be picked up and that the issue I was having seemed to be fixed and everything was restored and nothing was lost. I told him I was out of town for 24 hours and would be by Sunday to pick up. Sunday, 3/15/26 I ran by to pick my computer up. After waiting at the desk a few moments a Geek Squad representative name DEVYN rudely walked up and barked at me for my phone number. I was taken aback but gave it. He then disappeared in the back and rudely came back moments later with the computer. While he was getting the folder of papers together for me and very quickly (almost slurring) said how the issue was fixed and I would need my passwords in order to recover systems and files. I responded that when I dropped the computer off the person said I would have everything restored and this was confirmed by the person who called me Friday night when it was ready for pick up. That clearly pissed DEVYN off further who cut me off mid sentence telling me I was wrong and that it wasn't their "problem" to make sure my files were restored. I was very concerned and confused because the guy on the phone and on Friday told me differently. I didn't know who to believe, but most importantly I needed my files (had I known I would be responsible and to figure out how to get everything back, I would have asked more questions Friday). I calmly explained I wasn't tech savvy and I didn't know how to recover the files. DEVYN, very loudly and rudely said to be quiet if I wanted him to show me how to get everything back. I was Stunned!!!!! I would NEVER talk to ANYONE like this!!! I was so stunned I started almost crying and getting red in the face. I said excuse me and he then yelled at me that I was racist!!!! WHAT?!?!?!?! My family has a bunch of different races. I have friends of different races. I work with different people across the globe and have NEVER EVER been told I was even close to racist!! I asked him why he thought I was racist?? That just made him angrier and louder shouting I was racist and he was getting a manager. again, what?!?!?! The manager (sitting at the front door) slowly came over but was absolutely no help I explained what happened and he said it was my problem to get the files recovered and not sure who told me they recovered it but both those people were wrong. When I told him about his employee saying I was racist after asking a computer related question and he replied that all of his employees were hard workers. Not sure that is accurate, but also.....it doesn't address the situation. We will not be renewing our total tech membership. I have never been talked to so rudely and embarrassing. I have also filed a complaint with the BBB and have a call scheduled with Corporate. In such a politically charged world, hurling insults and baseless accusations is NOT OK and I will not be treated like that EVER. This location clearly doesn't respect their customers. If you must give your Business to Best Buy............go to ANY other location. This behavior by DEVYN was disgusting!!! Both DEVYN and the store "manager" needs retraining or at least classes on human decency, how to be professional, and general manners.

Wow! What a great shopping experience. We came in looking for a TV. Ethan was knowledgeable and when he wasn't sure, he asked questions. We enjoyed our time and Ethan, Martha, and Destiny made our time even better.

Don’t recommend this location. They sold me a phone case, after I specifically asked for their recommendations. Got home phone case was too big. Asked 3 times before buying if this case was the right size. They assured it was. Wouldn’t let me return