Best Buy Mansfield

Great service

I love it. I was like there since they just opened.

Plenty of customer service as soon as you walk in and checking out was reasonable..

Extremely frustrating and disappointing experience at the Best Buy in Mansfield. I arrived at approximately 11:40 AM and did not leave until around 3:00 PM trying to pick up and activate my new iPhone 18 Pro Max. Before coming to the store, I spoke with Best Buy customer service and was told that my phone was NOT available at the Mansfield location and that I would need to pick it up elsewhere. However, once I arrived, I found out that my phone had actually been picked and was available. I was excited and decided to proceed with my pickup there. Unfortunately, that is when everything went downhill. I was initially told that the pre-activation could not be completed because there was a lock on my AT&T account. I immediately took care of the lock, only to then be told that the pre-authorization had failed. I went to the AT&T representatives on site for assistance and was told there was nothing they could do. I want to specifically acknowledge Mari, the Best Buy advisor who was assisting me, because she genuinely did everything within her ability to try to help me. She stayed with the issue, attempted different solutions, communicated with me throughout the process, and repeatedly reached out to supervisors and other support staff for assistance. Unfortunately, she was not given the support she needed from the rest of the team. Mari advised me to cancel my order in an attempt to resolve the issue. After canceling, we then discovered that I would have to start the entire process over again. Even at that point, Mari continued trying to find someone who could help instead of simply dismissing me or passing the problem along. What was especially disappointing was watching her actively try to get assistance while supervisors and other team members failed to step in. Meanwhile, other employees continued prioritizing customers who had walked into the store AFTER me. I had already been there for hours, yet Mari and I were essentially left trying to figure out the situation without the support she repeatedly requested. I also attempted to get assistance from the AT&T help desk inside the store and received none. There were even issues simply pulling up my account. What makes this even more frustrating is that I had already spent time on the phone with BOTH Best Buy and AT&T two days before my pickup specifically to ensure everything was in order and that the process would go smoothly. By the time I left around 2:00 PM I had spent more than two hours at this location. I watched customers who arrived long after me receive assistance while my situation remained unresolved. I want to be very clear: my frustration is NOT with Mari. She was patient, professional, and persistent, and I appreciate the amount of effort she put into trying to resolve a situation that clearly required additional support. My frustration is with the fact that she repeatedly asked supervisors and other team members for help and was essentially left to handle an increasingly complicated issue on her own.