Best Buy Lubbock

IF you are going to drop off an Apple product for a LONG-TERM REPAIR OR REPLACEMENT, you should read this review. ABSOLUTELY GET WRITTEN DOCUMENTATION FROM THEM FOR A REPLACEMENT! I went to this store on Saturday because my iPhone wouldn't turn on. At first, they said they would return the phone the same day if they had the spare parts in stock. However, they mentioned the process would take a few hours, so I waited. After 3 hours, they told me they couldn't repair it, so they would arrange a replacement within 2 to 5 days. They asked me to wait a little longer and said they would give me the exact timeframe once they heard back from Apple. Honestly, because they said that, I assumed I would get an answer in the time it takes to make a quick phone call. Instead, hours passed, and then they told me they would give me the new phone in two to four weeks. When they said this, I asked for my phone back because a one-month wait felt way too long, and their constant changing of the timeline made me lose trust in them. However, the employee there talked me out of it, claiming the process had already started and that canceling it would require Apple's approval, which would take a long time. I then requested a written document from them, but they said the order number from the initial repair was sufficient. Frankly, I found it a bit weird that they refused this request. I asked if they could verify everything via email so I would at least have some written proof; he told me he would reply if I emailed him. Naturally, after I did, he didn't replied. Two days later, when I couldn't see any replacement process on the website, I called Apple. They told me their system showed the phone as "repaired." I asked them how that could be, explaining that the store told me they were in talks with Apple for a replacement. Apple informed me that even though they have an agreement with that store, they don't manage the process directly, so I should talk with them. Also, Apple representative said if I canceled the repair and brought the phone directly to an Apple store, they could give me a replacement the same day, or they could mail me a new phone within two to five days, after which I could mail my old phone back to them. So, basically, there is no need to deal with this store at all. In fact, getting this store involved only complicates things. They keep saying contradictory things, changing the timelines, and stalling you by claiming they can't give the phone back due to their policies, etc. Anyway, after getting this information from Apple, I called the store's line and demanded my phone back, pointing out that Apple has no such policy. The guy answering the phone line had nothing to do with the actual store; he just answers calls. He told me he had no authority and advised me to go to the store to talk to them in person. I went to the store, and the same employee told me they had already shipped the phone and therefore couldn't give it back to me. I persistently asked how that was possible since Apple was completely unaware of any replacement process. Finally, a younger employee came over and said he had actually seen the phone and that it was in the back. I thank him for that, because the guy who kept making contradictory statements was obviously just making things up to avoid returning my phone. They brought my phone out and then asked me to fill out a document. They wanted me to sign a paper stating that the repair was sufficient. I refused to sign it because that statement was simply not true. They tried to convince me it was just a routine formality, but they had said so many conflicting things that I refused. Finally, they told me I could just take my phone and leave. In conclusion: Do not trust verbal statements; make sure you have written proof. And in my opinion, if they cannot fix your phone or computer within a few hours and hand it right back to you, do not manage this process through them. That was my experience.

The staff was very knowledgeable and quick to acknowledge customers upon arrival. It's obvious they are trying to cut down on theft. Im sure it's necessary and effective in today's society, but I miss the days of not being evaluated the entire time I'm shopping.

Very professional. Great service.

phone support AI system is honestly horrendous. It doesn’t help with anything, it barely understands what you’re asking, and half the time it just hangs up on you if it can’t figure out what you want. Trying to reach a real person is almost impossible , you basically have to fight the system just to get transferred, and even when you finally do, you’re stuck on hold for 30+ minutes. It’s sad to see how far Best Buy has slipped. It really feels like they don’t care about their customers anymore. Instead of making support better, they’ve made it harder to get help, harder to talk to a human, and harder to resolve even simple issues. This isn’t “innovation,” it’s just bad service