Best Buy Willowbrook

I wish I could rate it zero stars. I have never been so upset after a normal shopping experience. I can not stress how bad the customer service is, not just in the store itself, but beyond. So my samsung phone broke that I purchased in store, but I bought it with a warranty, so I went to switch it out. I had the warranty in one hand, the busted phone in the other. The teen at the geek squad counter was absolutely fine, he checked how he could help me, realized he didn't understand how, and asked for a manager. That's all good. The manager arrived, and spoke to me as if I was a major inconvenience. She did not actually bother to help me in any way, she just loudly told me to download the best buy app. I did on the temporary (and also broken) phone i'm using. The app doesn't make it clear right off the bat so I used the little customer tab and it sent me to an AI chatbot where I was asked dozens of questions, with long wait times between each reply. At the end it told me to call a number, because the $45 dollar warranty I paid for does not get me a phone in the store at all, which is something the manager could have told me at the very beginning and I would expect someone in charge to know, instead of just shouting "no sir you have to download the app." So what was supposed to be a quick stop and swap of my busted phone turned into 2 hours and 15 minutes of completely wasted time. Absolutely horrendous, I am never shopping at any best buy ever again. Update: I have now followed every step everyone from Best Buy's customer service has told me, I have alerted every customer service person what steps i'd already taken, they are still telling me to go back to people I have already spoken too. I am more angry than I was whej I wrote the original review.

Never have what I need

Got what I was looking for no wait

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