Best Buy Fairlakes

Great costumer service 👏

I got the help I needed and the IT support team was excellent

Waited in line to checkout 3 items for over 10 mins. There were over 15 employees in the store that could have come over to check out the line that had gotten to be more than 7 people long. 2 employees were just chatting behind the store pick up area and watching the line get longer. Finally an employee came over that was grabbing beats headphones for a customer and had them cut in line to check them out immediately. At least this employee then stayed to work on checking out everyone in line. Would give 0 stars if I could.

I purchased a Razer BlackShark V2 headset from Best Buy along with the 2-year protection plan. After about 8 months of normal use, the headset snapped while I was taking it off my head. I brought it in, used the warranty, and exchanged it for another one. About 8 months later, the replacement headset broke in the exact same place under normal use. When I returned to the store expecting the remainder of my 2-year protection plan to still apply, I was told that the warranty does NOT continue after a replacement unless you purchase a new protection plan on the replacement item. The issue is that nobody explained this to me during the first exchange. At no point was I told the warranty would end or that I needed to renew it. Had this been explained properly, I absolutely would have renewed the protection plan. Instead, I wasted my time driving to the store only to be told there was nothing they would do. Management refused to provide their names and told me to call customer support. Customer support then explained the policy — which does me absolutely no good now since it should have been explained when the first replacement happened. To make matters worse, after asking if it was okay to place me on hold, they disconnected the call. When I called back, I was told to contact the store directly... the same store that had already sent me to customer support. This entire situation could have been avoided with basic communication and customer service. The product failed twice in under two years in the exact same way, yet Best Buy refuses to honor what most customers would reasonably believe is a 2-year warranty. Terrible communication, poor customer service, and a complete waste of time.