Best Buy Riverdale

I purchased a Logitech Combo Touch for my iPad Pro 11 at this Riverdale Best Buy on September 30. The box had no seal or protective wrapping, but the salesperson assured me that was normal for this model. I trusted him. When I installed it, I discovered a scratch, a bent section, and fingerprints on the trackpad—clear reasons to question whether the product was actually new. Before noticing the damage inside, I had attached an Apple Pencil holder to the exterior with strong 3M adhesive. Because removing it could damage the case, I called customer support to ask how to handle the return. Vanessa asked for my “order number.” The number was printed on my receipt, but it was labeled “Customer Service PIN,” not “Order Number.” After researching it myself, I learned that this was the number she needed. A simple explanation would have resolved the confusion immediately. Instead, when I asked where to find it, she responded, “You don’t know where the order number is?” in a mocking tone, then dismissed my question with “Never mind.” She made me feel foolish for asking a reasonable question. She then asked for my phone number. I gave it to her twice. Out of the blue, she literally said, “Give me another number.” No explanation or clarification. I told her that was my only phone number. When she said she could not locate it, I requested a supervisor and was left in complete silence for about five minutes. I thought a supervisor would help. Oh man, she was even worse. She repeatedly told me to “just return it” because I had bought it the day before, dismissing the situation as no big deal. I explained that the Pencil holder was attached with strong 3M adhesive and that removing it could damage the case. That was the entire reason I needed guidance, but she kept repeating the same instruction without addressing the complication. She had not asked for my name or reviewed my purchase, so I asked her to open my account. Instead of doing so, she repeatedly challenged me: “What are you going to gain if I open your account?” I had to explain that reviewing my information and purchase was a reasonable step before advising me. Even then, she continued resisting. Only after I said the call was being recorded and that I would report her refusal did she finally open my account. When I told her the service had been poor and that I intended to submit a complaint, she raised her voice, and I ended the call. Escalating to a supervisor made the experience more confrontational instead of resolving it. A product sold as new should be in new condition. Customers asking for help deserve clear explanations and basic respect. Attaching receipt. Best Buy, please help!

Was able to pick up my Amazon order the same day!

We had a new back up camera & stereo with a screen installed. Great work!

**IN NO WAY DOES THIS REFLECT THIS SPECIFIC STOE OR EMPLOYEES** I've been working in retail for 10 years, and what they are doing with this phone system is absolutely CRAZY! It is the most backwards customer service model ever. I'm never going back. Just bought a phone there and have 2 VERY simple questions about adding protection plan after the fact, and why it doesn't show on my account. All you get is an A.I. assistant then a call center in India. Hard to understand them, and they didn't fully understand my question. They didn't have an answer to any of my questions, rudely corrected me on what day I bought the phone, (which was irrelevant) and tried to push me to sales. Absolutely garbage I can't talk to someone in store that can help me and knows what the heck they are talking about. I even tried calling back using an extension phone number and no one will answer. Obviously they don't care about customers if they are just pushing off phone calls to the lowest bidder and A.I. CEOs hate using up their bonus checks