Best Buy Sugar Land

Gabe at Best Buy provided outstanding customer service. He went above and beyond to help me get my Meta glasses connected to my phone and made sure everything was working properly before I left. He was patient, knowledgeable, and took the time to answer all of my questions. It’s rare to find someone so dedicated to helping customers. I truly appreciate his assistance and would highly recommend asking for Gabe if you need help. Thank you for the excellent service!

I am extremely disappointed with my experience at Best Buy. On May 20th, we purchased a 75-inch TCL Open Box TV from Best Buy. Since the TV was labeled as “Examined by Best Buy,” we trusted that it had been properly inspected and was in good condition. We paid over $800, including additional protection plans and services. Since the TV would not fit in our vehicle, we arranged transportation and paid to bring it home. However, as soon as we turned it on, we discovered that the entire screen was cracked. The damage was not visible in the store because the TV was completely wrapped in bubble wrap. Had we known the screen was damaged, we would never have purchased it. We immediately returned to the store to report the issue. Reaching customer service by phone was nearly impossible, as we could only get through to AI agents who were unable to assist us properly. We were told conflicting information about our account and purchase, which only added to the frustration. At the store, we selected a 75-inch Hisense TV as a replacement. It was actually cheaper than the TCL TV we had originally purchased. Since it was not available at the time, we were assured that it would be delivered to our home on May 24th. We paid in full and waited for the scheduled delivery. On the delivery date, we tracked the order all day. The system showed that the TV would arrive between 1:30 PM and 5:30 PM. We waited the entire day, but no TV arrived. When we returned to the store that evening, we were shocked to learn that the order had effectively been canceled because the TV was not available. We were then told that we might receive it sometime the following week, with no definite date. After already waiting several days, this was unacceptable. I requested that the order be canceled and that my money be refunded. Instead, I was told that the order could not be canceled and that my refund could not be processed until Best Buy received the damaged TCL TV back. The situation became even more confusing when a delivery team later arrived with an 85-inch TCL TV that we had never ordered. They were unaware of the pickup request and had no clear information about our case. We refused the incorrect TV and again asked them to take back the damaged TCL TV and process our refund. Since then, we have received no meaningful updates, no follow-up calls, no emails, and no resolution. Our money is still tied up, and every interaction with Best Buy employees has resulted in nothing more than apologies and statements that they “cannot do anything.” For a company as large and well-known as Best Buy, this level of customer service is completely unacceptable. The lack of communication, poor coordination between departments, incorrect deliveries, delayed resolutions, and failure to follow up with customers have made this one of the most frustrating retail experiences I have ever had. I rarely leave negative reviews, but this experience deserves to be shared. Based on what I have experienced, I cannot recommend Best Buy. Customers deserve better communication, better accountability, and much better service than this.

**⭐☆☆☆☆ (1/5 Stars)** What is the point of a pre-order system if you don’t actually hold the product? I paid upfront and fully in advance for a product on May 21st, with a confirmed pickup date of May 30th. When I arrived to pick it up, I was told they sold my exact item to a walk-in customer. They apparently sold three of these items today while completely ignoring the inventory that was already paid for and reserved. The entire purpose of a pre-order is to secure the item so you get it first. Selling a reserved item to someone else defeats the whole concept. It’s exactly like renting a car for a vacation, only to show up and find out they gave your reservation away. Horrible customer service and an absolute breakdown of how a basic inventory system should work. Unacceptable.

Update. I tried to copy the links bestbuy provided requesting further information from me. The links weren't working and I was simply asking for help. Instead, bestbuy removed there comment. That was very unexpected and not helpful at all. which actually makes sense and explains my experience at the store much better. Im definitely a dissapointed customer. I guess i look poor or something. Not one person offered to help. I guess playing on there phones and talking with the other coworkers is more important. Ill go to a different bestbuy location and spend my money. I dont know how to use those links that you provided