Customer Ratings & Reviews

The experience I had with BestBuy trying to pick up my Pre-Order at the Aurora Colorado BestBuy has been one of the worst customer service experiences I’ve ever had at any store! I walk in to pick up my pre-order on the 31st after waiting in line about 45 minutes. A representative attempts to process the pick up but they begin looking concerned at the screen without any explanation to me on what’s going on. After another 15 minutes, a team lead is called over and then she also is working on the computer with confused eyes. After another 15 minutes, the store Manager (Letty I believe is her name) comes over and doesn’t say “Hi” of even acknowledge my existence. Figured that was okay since she was busy helping the dozens of other people get their S24 Ultras. You can guess what she did looking at the screen. She makes a phone call to BestBuy customer support and after another 15 minutes she looks to me and says, “The system isn’t recognizing your trade in and I’ve opened a ticket with the technical team. I can’t release the device to you and I wouldn’t expect to pick up the device today. I’ll call you before I leave to give you an update.” I said this was awful to hear and if there was something she could offer me for the time I’ve waited and the overall experience. She then looked at me confused and said, “I can’t offer anything as it’s a technical issue and not a store issue.” This was devastating as I waited for over a week for the device and she was telling me there was nothing I could do to get one on release day and it could take DAYS to get! Everyone else was walking out with their devices but me for nothing I did! I didn’t get a call from her towards the end of the day so I went back into the store hoping for an update and turns out Letty had already left… That was news to me because she didn’t make a phone call to let me know which she said she would. I still don’t have a phone and who knows when I will get my device. I know Letty could have done something but was too lazy to call her manager to let me go home with the phone I paid for! I’ve spent tens of thousands at BestBuy buy throughout my customer history and I’ve always paid for their annual memberships. I felt like trash being sent home and told to wait… I doubt she’ll make me a priority this morning to get me a phone and is just waiting to hear back in a “ticket” which is probably being processed in another country for all I know in a completely different time zone… All I want is the phone I paid for!

Phone totally dead only 3 months after purchase. Samsung pushed an update that resulted in the phone getting stuck in a reboot loop until it died. Dealing with customer service is a nightmare. They give you automated answers with no real resolution and tried to avoid honoring the warranty by claiming it was damaged, but it was not! After escalation, they waived the repair fee but yet have not repaired or returned the phone for 4 weeks, again without someone providing an answer which shows respect to the customer

I would of never bought this expensive phone had you not said you would give me 450.00 for my samsung note 20 ultra. You sent it back. You guys have thee worst customer service, and after what you done to me on this phone i will never spend another dime at best buy, you guys are the worst people ever, im 62 years old and you guys just cheated me out of 450.00. I will be doing something about this.

The BestBuy app allowed me to trade my cracked screen pixel 7 pro when i bought it online, but when I went pick up the phone, the manager at the 20290 Katy Fwy (Fry Rd) store did not want to accept the trade in because the screen was cracked. I wasted my time and reset my 7 pro for nothing. Fortunately I found some AT&T guys that gave me a great deal, my cracked phone and switching to AT&T, for a free S24 ultra, a S24 and two A15. Plus, we made the store manager leave almost an hour late. Poor personality and poorly trained managers is why these stores lose customers. Bye bye BestBuy.

The absolutely worst service at Best Buy San Rafael CA. 6 different agents and supervisors spent 2 days and 14,5 hours trying to transfer the data from my old OnePlus Nord 200 to Samsung S24 Ultra with NO SUCCESS!!! ALL THE TIME I HAD TO WAIT AT THE COUNTER. THEY JUST LEFT ME THERE FOR 14,5 HOURS DURING 2 DAYS. NO APOLOGIES WERE GIVEN TO ME. THEY LEFT MY OLD SIM CARD IN THE NON-WORKING NEW PHONE. TERRIBLE EXPERIENCE. NOTHING TO SAY ABOUT THE NEW PHONE BECAUSE IT IS NOT WORKING AT ALL.

If I could give zero stars I would. Tons of problems. Best Buy couldn't get it to work, blames Samsung. Samsung blames Best Buy... Well you both suck. I am done with both Best Buy and Samsung because they just don't care about the customer.