Best Buy

On Christmas Eve, I purchased a new ASUS TUF laptop as a Christmas present for my son. Unfortunately, when my son opened the laptop, we discovered that it had a defect. My son was understandably upset, and so was I. I attempted to exchange the laptop on December 31st, but there was a misunderstanding between myself and an employee at that time. I was then referred to the store manager, Rex, whom I contacted via email. Despite it being a holiday weekend, Mr. Rex took the time to respond to my email on Saturday. He apologized for the misunderstanding and clearly explained Best Buy’s exchange policy. It is rare to see managers work during the holidays, and this alone demonstrated his strong work ethic, commitment, and leadership. Mr. Rex provided his availability and invited me to meet him

Huge thank you to Alexis and Louie at Best Buy! This was my first time doing an exchange and they were so kind, patient, and attentive. They went above and beyond to help me! Truly amazing customer service!

Very slow service , they have checkout , returns and exchanges in the same line. So if you need to pay something you need to wait if you have returns in front of you which take longer. Your have a separate line for checkout since is faster to just pay.

Completely incompetent when it came to me trading in my phone. My phone broke and I went to claim my insurance, since I pay for total tech. I went to the store and they sent me home to self service. I had an issue with self service, called, and they sent me back to the store, where I wasted another hour repeating behat inhad already done (and explained) in self service. At the end, they couldn't even claim my insurance so they gave me a refund. Glad at least they resolved the issue even though it took two hours. However, come to find out because I got a refund, I had to trade my device on the spot, so I didn't really have time to properly back up everything. My pictures were backed up, but I didn't realize that other folder like WhatsApp or screenshots weren't backed up. Even though I aske

Hello, I am writing to formally complain about a very disappointing experience at the Otay Ranch location on December 30, 2025, at approximately 8:00 PM. I recently purchased a TV from Best Buy that was delivered less than a week ago and is already defective. When I went to the Otay Ranch location seeking assistance, the manager on duty ELI was rude, dismissive and completely unhelpful. He stated that because he was “certified trained,” he couldn’t assist with an exchange or return and insisted that I contact the manufacturer directly. He also claimed that the store doesn’t warranty the product it sells. Which made no sense. This response contradicts the level of service I have experienced at other Best Buy locations and left me feeling brushed off rather than helped. As a customer, I expe