Customer Ratings & Reviews

LEGIT AND SUPER BRAND NEW works super fast and sounds amazing

To whom it may concern, I am reaching out to discuss my horrendous experience with Best Buy, Charlotte NC, North Lake, and the customer service center, in hopes it will save someone else time, money, and disappointment. My experience has been extremely disheartening, dishonest, and disappointing. FedEx delivered an empty box, which was supposed to be an Apple 10th Generation, Pink iPad. As soon as I noticed the box at my door, which was open, and left in the pouring rain, I could clearly see that the contents I paid for and was expecting was not in the box. I immediately attempted to get the FedEx driver’s attention, hoping he would stop, so I could speak to him about the opened, empty box he left at my door and have him report it. Normally FedEx rings the doorbell, the driver did not do that, which was concerning and very unprofessional considering it was pouring rain. Thanks to my outdoor home camera system, I was able to see the FedEx driver at the door. I was in a panic, as I have never experienced anything of this caliber, I immediately called FedEx. I spoke with Dane, who did not provide a reference number, but instructed me to contact Best Buy due to Best Buy being the merchant, Best Buy would be responsible for completing an “Missing Content Claim.” I explained to Dane my concerns and disappointment with the FedEx driver as well. Dane replied that “he would notate my concerns so and pass the information on accordingly.’ I reached out to Best Buy which was a tedious process trying to get the right department, some departments stated they were closed. I knew time was of the essence, so I persevered until I finally got lucky and selected the “right option.” I was connected to Gerson, Case ID: 326579089, he was cordial, but I felt rushed through the conversation. No empathy was spared as tears streamed down my face, while explaining the situation and my frustration. Gerson only told me when I wanted to hear in hopes I would disconnect so he could wrap up the call and move on to whatever else he was doing that was obviously more important than the customer. Gerson advised me that within an “an hour or two my product would be available to pick up.” I was ecstatic that the process appeared to be seamless, but I was also leery considering Gerson did not collect much information from me. Instead of going to the store on Sunday December 17, I went to the store today December 18. I decided I would give the store ample time to prepare my merchandise and have it ready for me upon my arrival. The first Best Buy associate I encountered and explained my situation to, very nonchalantly stated he did not see anything in the system prepared for me. He stated he would contact his manager for assistance. Again, no empathy or compassion was shown. I explained that the iPad was the number one item my niece is expecting from Santa and the importance of having the iPad before Christmas. I am hoping to keep the Christmas magic alive since my niece is on the fence about believing in Santa. Time is of the essence; it is crucial. I spoke with the manager Selena who initially stated she would look in the system, and get the process started to expedite me being able to pick up the replacement iPad order. Selena acknowledged my replacement order was showing in the system. After waiting an hour, Selena returned, still with no solution and not much more information than she originally provided. Selena stated she contacted the Bridge department 1-888-237-8289 and spoke with Brittany. Brittany stated an investigation had to occur to ensure the purchase was not fraudulent. I was informed there was not an expected turnaround time limit, and the case was “simply under investigation.” I explained several times that the answer I was given was unacceptable and did not make sense. When I initially ordered the iPad, my order was processed immediately. No investigation took place. Now at no fault of my own, my order needed to be “investigated.” I was patient, polite, and professional throughout the entire ordeal, even after being at Best Buy for two hours, speaking to associates who advised me they had no authority and could not do anything. No one at the store appeared competent or had any urgency to resolve my issue. I felt like just a number, instead of a valued customer. I cooperated, providing my ID, reference numbers, who I spoke with, and explained the situation to three different individuals. Selena was busy so she sent Cat to speak with me, I was hopeful she would make more progress. Cat also spoke in riddles, and nobody appeared to know how to manage my case in a timely, professional matter. After being in the store for two hours I walked out no closer to a solution than when I initially walked into the store. It is obvious that training in how to oversee situations like this needs to be reviewed and retrained. Everyone needs to be aware of the Standard Operating procedures, and policies. I spoke with three different individuals at one company and received three different answers. It reflects poorly on Best Buy and management. Customers should not be made to appear like criminals, I do not understand why I am being investigated due to FedEx’s inability to deliver an item that I paid for. I would also like to know if this is the policy for all customers or select individuals. Gerson, the Best Buy representative I spoke with on the phone did not mention anything about an investigation. When I went to the store to pick up my replacement, I was baffled that my claim was suddenly under investigation. I am in the middle of Best Buy choosing to collaborate with a carrier that steals and mishandles packages, yet I am being inconvenienced as the customer. The only solution the employees could think of was to “repurchase the iPad, and hope that I would receive a refund back in a timely manner, from my bank.” I am not sure why this would come up as a logical or acceptable solution, it is unacceptable. Critical thinking skills need to be practiced at this location with its employees. I hope going forward no other customers will experience this nightmare I continue to experience with Best Buy. I can only hope Best Buy takes accountability, responsibility, and is transparent about their policies when customers are calling into the call center. Best Buy leaves its customers in vulnerable, uncovered positions. I thought I was safe shopping with Best Buy, due to the brand. I learned that I was the furthest from it, when I need Best Buy the most, Best Buy has let me down. Extremely disappointed ex customer,

great ipad and very easy to use with my apple iphone.

Love it very well done I like the new look and color

Very solid and great pictures my daughter is very excited about her new ipad

That good for my kid my kid really like it i love apple

Very cute iPad my daughter loves her new colored iPad !

Great product at a great price at a great store!!!

Good for people who have business………………………………………..

Bought this item as a gift and my son loves it. Perfect size and color.

Well service attitude easy comfortable option good price

Awesome product and very versatile comfortable must needed

Great service i can t complain i ordered mu item and bring my device

The new iPad is faster and the battery lasts all day. Nice improvements

Best screen display and works fine with the Apple Pencil

My daughter loves this iPad! Definitely would recommend!

Alright it was not a bad ideal to check out for yourself

This was a gift for my grandson. He loves it! He takes it every where.

It a great product!! My son enjoys it and it is easy to use.

My daughter's absolutely loves it very nice electronics