Best Buy - Moreno Valley

Went in to get a battery replaced on an iPhone 14 but they said I had to schedule an appointment. I asked them to schedule an appointment and make sure they have a battery for my phone. The associate said they had a battery in stock and they scheduled me for an appointment. I go back in the day of the appointment an hour early to drop off my phone and they said I had to be there for the battery replacement and to come back in an hour. I came back in an hour and the associate I saw then said the problem with iPhone 14 is they need to have the battery and the screen because chances are likely the screen would separate and they’d have to replace the screen. And they did not have the screen. I wasted three trips to Best Buy for something they could’ve told me the first time. Utterly unprofessional and ridiculous.

I purchased new Airpods Pro 3 from bestbuy. I went inside and picked my item through the pickup window. The boxed seemed open, but i was being optimistic and thought maybe they were just checking if the product worked. On my way home. I examined the box again and it was somewhat open. So i checked the inside. synced it with my phone and an odd beep came from the airpod. Completely different from previous airpods version. Also, a name popped up saying “Malik’s Airpods Pro #2. Noting that someone already synced their phone previously. Then, I checked the case near a light and it was completely scratched up, in addition to the airpods looking off. I then realized that I was given fake Airpods from the store. I had to go back to the store and talked to a customer representative. Informed them what happened and after several minutes talking to her peers. I then received a sealed Airpods. This could’ve went south, because some people may not have noticed the fake from the real airpods. The representative could’ve blamed me saying that box was unopened and that i could’ve swapped them. The fake device had legit warranty and everything, but the sound and feel of that fake airpod was noticeable. What infuriated me the most though was that it was noticeably scratched. I thought I had to talk to a lawyer.

I had an excellent experience with Shaughnessy at Best Buy Geek Squad today. She was professional, kind, helpful, and incredibly patient while assisting me with my Apple product. What stood out most was that the store was very busy, and she appeared to be the only one working, yet she handled everyone with grace, calmness, and genuine care. She never made me feel rushed and went out of her way to make sure I was helped. Shaughnessy represents exactly what great customer service should look like. In my opinion, she should be running Geek Squad. Thank you so much, Shaughnessy, for all your help today!

Went in today to purchase a computer monitor. Three employees were in the back not helping any customers, not stocking but instead doing literally nothing but talking to one another. I sat there on my phone letting their QR codes tell me about the monitors instead of their employees whose job is to help guide my purchase. I pick up a monitor after 20 minutes or so of no one acknowledging me and asked if they had a smaller one available. They didn't and that was okay but when I asked about a similar one the employee looked at her computer and told me she didn't have that one either. No further questions to help find an alternative. Just a quick "no" and then she ran off to the front of the store to converse with the next group of employees. At this point I'm peeved because the customer service is nonexistent. I think its great to socialize with coworkers but at the expense of actually doing your job? I also went on their site minutes after she told me they didn't have the monitor I was okay with and ordered it for pickup. So they actually had it the whole time. but I had to go through an unecessary series of steps to get it when the employee could have been of better assistance because thats what she's being paid for. Biggest thanks for nothing and the only reason why this location got my money is because I urgently needed a monitor for my office. If I have the luxury of time I won't be wasting it there.

UPDATE: 4/12 After being asked to reach out for further support, I followed through expecting a different outcome. Unfortunately, the escalation process led to the exact same response with no resolution or additional options. At that point, it felt more about saving face than actually helping. Buyer beware escalation does not guarantee a solution. 4/10 I went to Best Buy to bring my brand new MacBook Pro that I bought after seeing a defective screen. I was well aware I was outside the return window of 14 days. But well under 30 days of even having the product. I genuinely hoped they would help me find a resolution after purchasing my last MacBook with this same store that I had for four years with no problems. Met with Edwin who was a part of geek squad he gave me the policy standpoint which was him just doing his job which was understood. I asked to speak with someone over him to maintain my need for help since buying this product was expensive. He brings Brenda a supervisor not a part of geek squad who inspects it touches the screen with her nail and defaults to telling me it’s damaged cause the buttons in between my screen and keyboard cover are the reason it’s broken. I asked her where the factual information on this was and she verbatim said “this is from my 20 years of experience” I asked if you can show me factual information on this being the reason I would appreciate it because this was not disclosed information from the team member who sold me the computer. I asked “if that’s factual why aren’t you teaching your team members this information to help customers understand better why things like keyboard covers aren’t sold in store” she then verbatim said “because that would make me replaceable and I won’t do that.”. I won’t even go into how she interrupted me multiple times disrespectfully. Brenda is a supervisor and the clear lack of compassion for resolving consumers problems was shown in her attitude additionally she does not seem to care about the growth of her team to elevate consumers experiences in store. I feel empathy for those who work under her and encourage Best Buy to converse with her and help correct her leadership style and Customer Service qualities. I was a genuinely frustrated customer who needed help with an expensive product that’s used for my daily work life. She did not care. Do better. Only reason I’ll say something kind is because of Edwin and Breanne for stepping in and creating a better end to the conversation of my frustrations. Do better a job doesn’t always have to just be a job