Best Buy Eldorado Pkwy

Dec 24th & 20 mins to close, Joe was helpful & cheerful.

This was by far one of the most infuriating retail experiences I’ve ever had. I purchased a Samsung Frame TV from the Best Buy in Frisco, TX, off El Dorado, and paid extra for professional installation through a third-party company. When we discovered the TV screen was damaged, I immediately called customer service. They instructed us to unmount the TV and bring it back to the store for a replacement (a huge hassle, but fine). To make up for the inconvenience, they promised free installation on the replacement TV. That sounded fair—until I actually dealt with the store. I went in to clarify a few things customer service couldn’t answer, and initially, a young man at customer service was helpful and polite. He even told me we wouldn’t need to lug the TV back to the store—they’d handle the swap during the replacement installation. This was a huge relief for my busy family. Then, the assistant manager got involved, and everything went downhill fast. He showed up with a horrible attitude, completely dismissing the promises made by customer service. He claimed there were no notes about the free install and had the audacity to insinuate that we might have damaged the TV ourselves. His condescending tone and refusal to take responsibility were absolutely unacceptable. Rather than helping solve the problem, he made it worse with his rude and unprofessional behavior. Thankfully, I called customer service again, and they were able to do what the manager should have done in the first place: honor their promises and arrange everything. I will never shop at this location again. The management here is appalling, and they clearly don’t care about their customers. Save yourself the headache and go somewhere else.

The GM is Garner Carey, great guy and runs a solid store. I had an issue regarding a delivery of a product I bought that was not in stock, and he solved it with no questions asked. Being in retail must be hard, but he makes it look easy.

I ordered an IPad online for in store pick up, this was fine since the website claimed a “1 hour pickup”. So I gave it two hours after the order before I decided to go attempt to pick up the item assuming the one hour timeframe meant it just needed to be taken from stock and brought to the front. However when speaking to the gentleman at the front we asked why they say a “1 hour pickup” but many hours later there’s still no IPad. We received the response “it be doing that sometimes” so this is not the gentleman’s fault, but for it to be a familiar issue, enough that the employee would confidently say that, speaks volumes. It is not okay to claim that your business can do something that it in fact cannot. This is making a false statement and setting up a false expectation. I was later told that if I wanted to cancel the order I could, and go get the same item in store and pay at the counter, issue is that I’d have to wait 7-10 business days for my refund. An absolutely infuriating situation, made worse by the ambivalence and confusion in the store and with customer service online (see picture). I’m completely done giving money to companies that don’t deserve to even be in business anymore, I hope Best Buy is going the same direction as Circuit City and RadioShack.