Best Buy Plano

I have had nothing but great experiences at this location! The general manager is friendly and helpful and the associates are always very happy to help. When getting my laptop exchanged and upgraded I was kept well informed by geek squad and also was able to get things resolved very quickly!! If I could rate higher I would

Review Title: Customers Deserve Better — TotalTech Is Not Worth It I’ve been a loyal Best Buy customer for over 20 years, spending thousands of dollars annually and even worked there briefly after returning home from Afghanistan. I’ve also paid for the TotalTech membership for years, assuming it would actually help when something went wrong. Unfortunately, when my Samsung refrigerator failed, Best Buy and Samsung both pushed repairs out more than a week — while I had no working fridge and no food at home. I hired a licensed technician myself for $89 because TotalTech would have charged far more and still couldn’t get to me in time. I asked Best Buy for reimbursement of the $89 service fee and a small amount toward the food spoilage. They denied everything. This experience showed me that TotalTech doesn’t offer the support customers are led to believe it does. Worse, after years of loyalty, Best Buy couldn’t offer even the smallest gesture of goodwill. Other retailers — including Home Depot — offer 5-year Allstate protection plans for around $225 that actually cover everything, are honored without a fight, and consistently support veterans. My experience showed Best Buy does not. I’ve canceled my TotalTech membership and will not be returning. I’m sharing this so other customers can make informed decisions before spending their money.

I had a very disappointing experience at this store, especially with the manager on duty, Druve. I visited with my family, including my young children, to pick up a laptop order and complete a trade-in for my 5-year-old MacBook. The initial trade-in estimate was $35, but in the store they reduced it to $5 due to minor scratches. Even though I didn’t agree with the reassessment, I still said I was okay with proceeding—even at $0—just to complete the pickup. However, instead of helping, the manager insisted that I must wait around 30 minutes for the old MacBook to charge enough to turn on, even though its value was essentially nothing. When I politely asked to simply remove the trade-in from the order and proceed with pickup, he abruptly said the system wouldn’t allow it. A simple apology or explanation would have been enough, but instead he told me, “No, it won’t work that way,” and asked me and my family to step out of the line because they had “other customers to deal with.” Being spoken to like that—especially in front of my kids—was humiliating and completely unnecessary. I later checked other reviews and saw that other customers have had similar experiences with the same guy This experience left us extremely disappointed, and I hope the store provides better customer service and empathy in the future.

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