Best Buy Irving

Worst ever

I’ve been a loyal Best Buy customer for many years (including paying for Total/Rewards memberships), and I have never been treated with the level of disrespect and hostility I experienced at the Irving, TX location on Belt Line Rd. I came in to resolve an exchange/credit issue related to a protection plan. From the moment I arrived, the experience was dismissive and unprofessional. I approached the front of the store where three associates were standing and asked to speak with a manager. I was told I needed to go to customer service and that a manager would not be able to help. When I asked again, it turned out the supervisor (Giovanni) was standing right there and did not identify himself until I repeatedly requested a manager. That lack of basic professionalism set the tone for the entire interaction. At the time, I was still on the phone with a Best Buy Exchange supervisor, and both the exchange supervisor and the in-store supervisor repeatedly stated there was “nothing they could do,” and when I asked what recourse I had, I was essentially told I had none. I was then referred to the Geek Squad manager, Andrew, who was the most unprofessional person I dealt with. He refused to assist and made a derogatory comment along the lines of, “Why would I give you $2,800 for something you paid $1,000 for?” I clearly explained I was not asking for an inflated payout—I was asking to be made whole with an equivalent replacement in quality and specifications, especially since the model I purchased is no longer sold at Best Buy. He printed documentation that reinforced the same principle (reimbursement up to non-discounted retail pricing to provide an equivalent product), but then stated, “Well I’m not doing it and I don’t feel comfortable with this interaction,” abruptly ending the conversation and walking away. The most troubling part of this isn’t even the policy confusion—it’s the complete lack of effort, empathy, and professionalism from multiple employees. I left feeling dismissed and spoken to in a condescending manner, as if I couldn’t read or understand the policy language. I recorded both the calls and the in-person interaction due to the inconsistent messaging and the subpar service. I would strongly caution others: if you need actual support or respectful escalation handling, consider a different location.

Seems my prior review was deleted so I am adding it back. I used to work at Best Buy and I understand what their loss preventions policies are and what the protocol is when the security at the front suspects someone is stealing. So I’ll start by saying I don’t appreciate being racially profiled as I am a veteran who served in Iraq. I went to this Best Buy to look for led lights to put on the back of my tv. As I’m walking around the store I find the lights and I’m there reading the backs of the boxes etc and employee comes to me and asks if I needed help, I say no and thank you. Then another employee comes and asks if I need help so at this point I ask a question about the product. Once the conversation finishes the guy keeps hovering by me and never leaves my side like ever….which I know if loss prevention says hey keep an eye on this person 2 employees will leave their section to monitor this customer. This is exactly what happened. I’ve never stolen a thing in my life. And being a veteran honor and integrity mean something to me , along with not having a criminal record. So I purchase my lights and get my receipt and as I walk to the front the security guy won’t even look me in the eye as I’m leaving the store because he know he called some bull crap. I don’t appreciate that, and do not remove my review. I’ll keep posting.

Muhammad helped us with picking the right tv and also provided us with useful insights of the product. Way to go with such people working at the store!!