Best Buy Bee Cave, TX

September 7th I purchased over $7000. of Kitchenaid and LG appliances with a 5 year Geek Squad warranty and scheduled a delivery date of Nov. 2nd. I called the store a week before the scheduled delivery to make sure everything was good for that date and was told there were no problems. By the 2nd I did not receive a call or a delivery and spent 2.5 hours on the phone with Best Buy customer service, the store, and XPO delivery. They re-scheduled for the 4th. On the 4th, the same call and no delivery. That day I was on the phone for 4 hours and was told by Fabian, the Bee Cave store manager, that he would work on it and call me later in the day. He never called, I called him and all I got was we can re-schedule for the 9th, then it was the 14th, then the 24th. At the end of the day he cancelled my order but still charged me $423. With all the time I spent on the phone I talked to about 8 different individuals with one customer service agent calling me a liar. When I tried to call the CEO, they hung up on me. There was no Black Friday, I had completely paid for my order and had set a delivery date for 2 months out. There is simply no excuse for this type of beyond horrible customer service. The next day I called a Pacific appliance inside a different Best Buy and completely re-ordered everything and they were able to get my appliances to me within 2 weeks. Don't order any appliances from Best Buy in Bee Cave and I would recommend only using Pacific sales if you absolutely need to order from Best Buy
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#739675 Review #739675 is a subjective opinion of poster.
Best Buy Sales Manager
Reason of review
Poor customer service
Preferred solution
I want a full refund, an apology from the Bee Cave store manager, a full reprimand of that manager and retraining of customer service agents.
  • Bee Cave Best Buy

Best Buy - Sales Manager Review from Lake Jackson, Texas

The Lake Jackson, TX Best Buy store is completly filled with *** They change the rules to verify accounts at their discretion and there is no way to verify what their actual policy is. Store manager Mike is no help so don't even waste your time with this *** as far as customer service. The sales reps that work in the mobile dept. would rather lets long lines form, while they talk about their personal issues. They never greet the customers and tell them sorry for the wait or nothing. Very unprofessional. I will never shop at this location again. I encourage others in the LJ area to do the same and go elsewhere...there is other options.
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#562239 Review #562239 is a subjective opinion of poster.
Best Buy Sales Manager
Reason of review
Poor customer service

Best Buy screws the consumer again

Today 1/28/12 I attempted to exchange a gift I received for Christmas on 12/25/11 at the Rapid City, SD store. I dropped off the product when I arrived at the store in the customer service desk stating that I want to return it for exchange but did not know what I wanted yet and needed to look around. They said okay. I returned to the service desk and started working with a gentleman until he stated that the return date had expired and he needed to talk to the manager about it. When the manager arrived she briefly stated that the date had expired and she could not accept the return. I stated that I lived 154 miles away and that I do not get to any town that has a Bestbuy every month to return such things and she again said "sorry". She obviously does not care about the customer or understand retail sales. I had planned to use that return as partial to purchase a new Iphone, accessories, and a couple of other twenty dollar items. Not only did you all lose my purchases today but will never see me purchase anything from you all again. Also I will be spreading the details of my experience to all of my contacts along with every place on the internet that I can think of. I will also be writing to our local newspaper so everyone can see how you treat customers that do not live in the towns where you have stores.
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People who comment on these complaints are so rude. These complaints are to inform people of their bad experiences with companies and people are swearing at them and calling them names just because they shared their bad experience.

Best Buy has quit a few complaints. Obviously this customer was not the only one that had bad customer service.



Do you have comments on everything? Most of your comments are rude.

Get a life and a job. It may keep you off boards like this.


hahaha wow, you're A *** ***. why should you be treated better than everyone just because you want to return something that was bought a while ago?

you do realize that Christmas was well over a month ago right? if you live over 100 miles away then that's your own fault for driving so far for something as lame and *** as an iPhone. you should have called ahead to see if they could do anything. good thing you'd never go back because if I worked at Best Buy, I wouldn't want to see an *** like you with the mind of a 10 year old.

and you're gonna write in the local newspaper about it..? I hope people tell you how *** you are.


The store needs to show discretion. If the product is unopened and still state of the art there should be nop problem with a store credit.

Yes Mr ManinBlack many stores allow returns after 30 days for store credits.

The policy is there to prevent theft by employees and customers. There should be a policy that is flexible.


Best buy allowed consumers to return items upto 30 days after it was purchased and during the xmas period they allowed from black friday till jan 25th to return You have had the product over 30 days it might as well be second hand now. Would you buy something that had been in someone else's home for over a month? I sure as *** wouldn't.


Jesus, if you can't return an item in 2 weeks, then just keep it.


the policy is there for a reason, if they make an exception for you, they need to make an exception for everyone to be fair. BestBuy doesn't need a customer like you.


Actually Best Buy said on TV they are giving consumers 45 days to return items but I found that is from the date of purchase. I'm sitting on a $500 mistake my husband made and he normally doesn't buy anything until Christmas Eve.

Too bad for Best Buy, we're good customers and have purchaseding all kitchen appliances and electronics for the last 20 years and we have rentals as well. No more business with them/.


so you admit to waiting over a month to return it and you blame the store for your laziness? no stores in this country will let you return an item after 30 days.

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#292787 Review #292787 is a subjective opinion of poster.
Best Buy Sales Manager

Best Buy - Return Policy

I recently bought a IPAD for my wife. At the time of the purchase, I specifically asked the sales associate about the return policy. She replied "30 days from the day of the purchase". Since the purchase was for my wife, I wanted to make sure that she likes it and I have an option to return it in case there is a problem with it or in case my wife feels its not for her. Since the purchase, the device constantly locked up during operation. My wife was not satisfied with the purchase and wanted to return. I took it back today for the return (winin 30 days) and was denied any help. Now the manager told me that the return policy is 14 days and not 30 days. I was denied the service even after I informed the manager about my prior understanding of the 30 day return policy. Now i am stuck with a product I am not really happy with. I have decided not to do business with best buy in the future and cancel my credit card account unless best buy honors my request and returns the product. adnan wazir
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Ma & Pa and 100% customer service = closed forever.

Megastores and 100% policy = thriving more than ever.

It's no mystery which store customers prefer. I wonder figure it out.


A business cannot stay in business if there are no customers paying into it BECAUSE of said policies. There has to be a balance of policy and exception. There are two spectrums of the scale:

Ma & Pa = 100% customer service

Mega Stores = 100% policy

The failure to define a middle line is what gets corporations into trouble. While it's true that a company can lose too much money by bending over backwards for EVERY customer, a company can also lose too much money by following their policies too closely.

Rules -HAVE- to be bent in customer service. Put away your pride as an associate and put yourself on the customer's side. Throw the book only at your more irrational, ruthless, violent, abusive customers and do your best to provide a satisfying service to the other customers.

Most are simple enough they misread something, misunderstood something, or honestly didn't see it. It's happened to me a few times too. Outside of work we're all customers.

Customer Service didn't die, it just became precious (think diamond) in a world full of narcissism and legalism, so it's rarer.


yes best buy's policy's are on the back of the receipt or hanging high on the wall in small print.. I do work for BBY and brought that store's policy should be brought down and posted where they well be seen..

I was told something I already knew..

and training on policy needs to be done better with workers at BBY.. I for one if i'm not sure I track down the answer..


Maybe you should have read the terms and conditions for returning the item before you spend your precious money, not just demand whatever you think you are owed just because you bought something


I work for best buy. I personally thing the return policy is just. If you are willing to spend that much money on an item it would be in your own best interest to do the research and make sure you are purchasing something that you will use and enjoy.

With that being said the employee who misled you should have face some sort of consequence. No the return policy on any computer based item is not 30 days it is 14 days, if defective. Also, you will have to pay a restocking fee. Best buy does not make any profit on these items They are being sold for the customer not for best buy to make money.

The customer when making a purchase that size should find out all of the necessary return information BEFORE making the purchase and not just going by the word of the front counter person who doesn't personally sell computers. Next time ask the person who sold you the item, they will know the return policy on the item they are selling.

Just be smart with your purchase. and don't blame 16 year old kids for your poor judgement.


So, the days of "Customer Service" are over and now we only follow policies. I dont agree with that but lets just say (for an argument) this is how it is.

There is still an issue when a sales associate misminforms the customer on the policy. My mistake was that I did not read the back of the receipt once I had a face to face conversation with the live person. I wonder how many people do the same.

And when I returned, I was called a liar instead of accepting the agents fault. Now I do have a big problem with that....


awazir: Ma and pa shops used to bend over backwards to please customers, even if it included them taking a loss. Do you know what happened to them?

They went out of business for losing money instead of making it.

Now, it's either follow policy or too bad. Like it or not, it's just the way it is.


Simon: Its real simple.... It all boils down to the concept of "Customer Service".

Its not the matter of an Ipad anymore. If I own a business and a customer comes in and complains about a product which I sold him / her. I better make sure that the customer goes back satisfied or I lose that customer forever. $600 is not a big $$$ if you look at what Best Buy sells in 1 day.

My problem is with the impression I got the moment I showed up at the customer service desk with my receipt and the product.

There was no effort to help me from the start.

They tried everything to push me away.... and they succeeded.


You might have been happier buying an Android tablet instead.


It's real simple. You cannot take a brand new, high priced item, use it and return it.

What is Best Buy supposed to do with a used Ipad? Send it back to Apple? What are they supposed to do with it?

My car had 5,000 miles on it. I think I'll call the dealer and see if he will take it back because I'm not satisfied.


I agree with you Simon. However I think that consumers should be more proactive about their shopping experience with major retailers, especially when it comes to important clauses in return policies and protection plans.

Some stores like Best Buy in particular have a large placard that displays their warranty limitations and is there not only for decoration but for customer education as well. In relation to this incident it seems that Best Buy's position on the issue stems from a lack of clear definition of "PC, Notebook" group of electronics. A tech savvy individual would likely place the iPad in the "PC, Notebook" group given that it functions somewhat similar to its PC counterpart.

I'd go as far as to say that most shoppers would say that an iPad is similar in function to iPod Touch and would classify the device as member of the "everything else" group. I'm sure that if this issue was reported to top Best Buy execs then this clause would be re-written to include tablets; sanity permitting.


I don't think we should only return defective goods. Many retailers accept returns for no reasons.

Though we should not take advantage of this, it always happens that we buy something wrong and we need to return it.

What is more important should be the policy.

Customers should follow the policy. On the other hand, retailers should keep their promise (policy).


I also learned a lesson on BestBuy today. The receipt says PC and NoteBook and several other electronics could be returned within 14 days, all others could be returned within 30 days.

I bought my iPad 20 days before and now I wanted to return it, no matter what's the reason. What happened is that I was rejected. The manager said they have additional policy which says iPad follows 14 days rule. I argued that I only accept the policies they put on the receipt, because that actually is a formal agreement between BestBuy and me.

The guy just stand there and said "I can do nothing."

Should iPad follow notebook's policy? Maybe.

But if the receipt says clearly 14 days is the policy for iPad, I won't go to argue with them. When that manager said "this is the rule, you have to accept it." I felt so bad because I was at disadvantage and had to accept the "rule".


To nita: The fact that the user isn't smart enough to use the product doesn't mean it's defective. If the purchaser felt it was defective, the store would have to be able to reproduce the malfunction.

The OP either didn't mention it was defective or couldn't reproduce the error.

Since the item wouldn't have been considered defective, it would have been put back on the shelf. You should try checking the facts before you become a full blown retard...nevermind, it's too late.


Don't ask the kids in blue polo's about facts like return policies and protection plans. They only want you to spend money and go away and they'll state as many unreasonable "facts" as possible to get you to do so.

What kind of business strategy makes money in that they're store managers would honor a 30 day return policy and a refund at that? Go straight to the source and read their return and protection plan policies fully before purchasing a $600+ item. If you know what you're buying and all of the risks included with that purchase then if you run into an issue you know they can't argue against paper.

I find it a sort of challenge to trust a 16 year old acne ridden child's dissertation of a return policy. I find 30 days for a return policy(not an in store warranty) is absolutely ridiculous and unheard of in this day and age.


Thanks everyone for comments. I guess, it all boils down to the customer service (or lack thereof).

Best Buy pretty much called me a liar and I dont apprecaite that. There was no intent to understand my situation help me from the start. I know that I may be out of luck....bust buy will lose a customer forever... not a good business decision....

i am buying a $1500 projector setup for my media room.... guess where I wont be going.


To Simon. Returned items that are defective are not put back on the shelves for other consumers. Try to check on your facts before being judgmental.


The employee misinformed you, however the policy posted in store, on the back of the receipt and online states 14 days.


Best Buy is brutal, I purchased a TV, printer and a laptop there. The laptop went on sale for $400 less than I paid for it less 15 days after I bought it...

I went back, and asked if there was anything I could do, and they referred me to their manager, a 400lb sloth who said "Whatever, our policy is 14 days, not 15, looks like you're out of luck." I will NEVER buy anything from BestBuy again... This was the Ottawa (Nepean) store in Ontario...

Bad name for all Best Buys. WARNING: Best Buy also owns Future Shop, so I don't go there either.


I bet you wish they would have given you a full refund so they could put the item back on the shelf and someone else could pay full retail for your used Ipad. Nice.

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#225375 Review #225375 is a subjective opinion of poster.
Best Buy Sales Manager

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