Best Buy Humble

LeiLei, store associate was amazingly helpful! She thoroughly assisted me and answered all my questions. I left the store happy and pleased with the service that was provided

Great experience

I went to this location looking for a new laptop. The customer service representative was extremely knowledgeable and helped me pick the perfect device. He answered all of my questions and was very patient.

I trusted the Humble Best Buy because it is an Apple Authorized Service Provider. That turned out to be one of the most frustrating customer service experiences I’ve ever had. I brought my iPhone 16 Pro Max in for a simple AppleCare back glass repair. When I dropped it off, the side power button worked perfectly. When I returned to pick it up, I was informed that the technician had damaged the side button during the repair. In other words, I brought them a phone with one problem and received it back with an additional problem that they caused. To Best Buy’s credit, they agreed to replace my phone. However, that’s where the customer service ended. I was initially told the replacement could take anywhere from two weeks to a month because the phone wasn’t in stock. During that time I was left with a phone that couldn’t properly perform basic functions requiring the side button, including restarting the device and certain Apple Pay and Face ID functions. What made the situation even worse was the complete lack of communication. The store has no direct phone number. Every call goes through a national call center. The call center told me they couldn’t transfer me to the store or even contact the management team handling my case. After returning to the store and sharing a letter with my concerns and issues about my experience, the gentleman was quite kind, and told me that someone would follow me later. I did receive that phone call. A store manager called & told me that the 1-800 number could provide some type of compensation or credit for the inconvenience. After spending more time on hold, the representative at the 1-800 number told me that wasn’t true and that only the store could address compensation. So I was sent back and forth between the store and corporate, with neither taking ownership. I don’t live in Humble, so every visit required additional fuel, mileage, travel time, and rearranging my work, ministry, and personal responsibilities—all because Best Buy damaged my phone. Eventually, I did receive the replacement phone, but there was never any discussion about reimbursement, compensation, a courtesy credit, or even a sincere acknowledgment of the inconvenience their mistake caused. Replacing what your technician damaged is the minimum expectation—not exceptional customer service. Mistakes happen. What separates great companies from poor ones is how they treat customers afterward. Unfortunately, this experience showed a lack of accountability, poor communication, and no meaningful concern for the customer’s time or expenses. I expected much better from an Apple Authorized Service Provider.