Avoid this store at all costs, especially around 8:30 PM. They close in half an hour, and they won’t lift a finger to help you whatsoever.
That female manager — or honestly, I’m not even sure if she is a woman — is extremely rude. She lies blatantly without even checking the inventory, claims items are out of stock right away. Then she walks off to chat and joke around with a group of young male staff, completely ignoring the three of us customers.
I’ve had this exact bad experience on two separate visits. It makes you wonder whether this is a Best Buy or some nightclub.
MH
Matthew Harris
Jul 1, 2026
Couldn't get good help, they all walk around without a care in the world! The person that waited on me looked at pictures on her phone!!
While!! Waiting on me!
07 01 2026, Last time I was there! The young man took good care of me!
JJ
John Hough Jr
Jun 29, 2026
Had the Samsung galaxy s26 ultra on sale on June 29th, on their website, never said it was ending at midnight. I drive all the way down here 35 min drive the next day, and too bad so sad, no sale, full price. They would not honor it. I checked it last night and decided to get in-person and not have a $1,000 phone shipped to house. Don't waste your time or money here. It's the next Circuit City, I'd hate someone to buy something of high value only for them to go out of business and you are out of any warranty. They are well on their way to it, with business practice like that.
Subject: Formal Demand for Immediate Resolution – Defective Meta Ray-Ban Glasses / Store #587 Refused Exchange
Dear Best Buy Corporate Customer Relations,
This letter serves as a formal demand for immediate resolution of a defective product matter and a formal complaint regarding the conduct of management at Best Buy Store #587, located at 1504 MacArthur Rd, Whitehall Township, PA 18052.
On 05/16/26 at 1:33 PM, I purchased Meta Ray-Ban smart glasses, listed on my receipt as “META – RBM2 WAYFARER TRY GRY,” for a total of $413.56, including tax, paid with my card. On 06/12/2026, the glasses became defective and stopped working. On that same date, at approximately 1:30 PM, I returned to Store #587 with the defective product and my receipt and requested an exchange.
Rather than providing assistance, the store manager refused to exchange the defective item and relied on vague, generalized receipt language referring to “most purchases” having a 15-day return window. When I asked how that language specifically applied to this product and this defect claim, I was asked whether I could read the receipt. That response was rude, dismissive, and wholly unacceptable.
Immediately after leaving the store, I contacted Best Buy customer service by phone. During that call, I spoke with Zola, Payel, Ntompizodwa, and supervisor Fikilie. Each of those representatives advised me that I was entitled to an in-store exchange and that the store should process it.
Most concerning, during my final call, supervisor Fikilie specifically instructed me to return to the store and have the store manager speak with him directly so the matter could be resolved immediately. I followed that instruction. However, when that was relayed to the store manager, he refused and stated, “not happening.” That response reflects a deliberate refusal to cooperate not only with me, but with Best Buy’s own supervisory staff.
To be clear, the relevant facts are not in dispute:
• I purchased the product on 05/16/26 at 1:33 PM.
• The product became defective on 06/12/2026.
• I returned to the store the same day the defect occurred and promptly requested an exchange.
• Four Best Buy representatives — Zola, Payel, Ntompizodwa, and supervisor Fikilie — told me the exchange should be honored.
• Supervisor Fikilie instructed me to return to the store so he could speak directly with the manager, and the manager refused, stating, “not happening.”
• Store #587 nevertheless refused to resolve the issue and did so in an unprofessional manner.
Best Buy cannot reasonably expect a customer to accept defective merchandise, contradictory policy guidance, and disrespectful treatment from store leadership. If Best Buy’s position is that this defective product is not eligible for exchange, then I demand that Best Buy state that in writing, identify the exact policy provision being relied upon, and explain why four of its own representatives advised the opposite.
Accordingly, I demand the following:
1. Immediate written authorization for a full exchange of my defective Meta Ray-Ban glasses at Best Buy Store #587, or a full refund to my original method of payment.
2. Written clarification of the exact policy Best Buy contends applies to Meta Ray-Ban smart glasses in this situation.
3. A formal review of the conduct of the manager at Store #587 who refused assistance, refused to speak with supervisor Fikilie, and addressed me in a dismissive and unprofessional manner.
4. A written response within 7 days of receipt of this complaint.
If this matter is not resolved promptly, I am prepared to escalate it through every available channel, including a card dispute, a Better Business Bureau complaint, and any other consumer-protection avenue available for the sale of defective merchandise and the refusal to provide a consistent remedy after contradictory corporate guidance.
I am preserving my receipt, product information, timeline of events, and the names of the representatives with whom I spoke.
FINAL UPDATE:
Based on CCR Warranty’s offer, I accepted the iPhone 15 Pro Max, regardless of its battery condition, & purchased the necessary accessories. 4 days later, however, I was informed that the iPhone 15 Plus was suddenly back in stock & would be shipped instead. I explained that a written agreement existed & that I had already incurred additional expenses purchasing accessories for the Pro Max. My concerns were dismissed, & CCR Warranty proceeded as though the original agreement never existed.
ANOTHER UPDATE:
I have now been without a phone for approximately 2 weeks, not including shipping time. During this process, I learned that CCR Warranty, the warranty company Best Buy partners with, can match the cosmetic condition of the original purchase (in my case, “Excellent” condition). However, there is minimal transparency regarding battery health beyond the statement that it will be “at least 75%,” despite Apple defining batteries at or below 80% of original capacity as chemically degraded. When I raised this concern with Jeff, the Executive Customer Specialist for Best Buy, I was again told there was nothing the company could do & that I should continue working with CCR Warranty. I requested a replacement with 80% or better battery health, as the one I sent in was closer to 100%. CCR responded that they cannot guarantee or disclose exact battery health beyond their 75% minimum threshold, leaving no clear assurance that the replacement meets a reasonable standard of battery performance. I feel forced to accept a lemon.
UPDATE:
Thank you to the social media team for responding. However, this is how Best Buy Corporate handled the situation.
In response to my Better Business Bureau complaint, Jeff (no last name), an Executive Customer Specialist, contacted me on behalf of Corporate. He explained that all pre-owned Best Buy electronic devices come with a 90-day warranty through CCR Warranty & they could repair or replace the device. Because I have sensitive data on the phone, a repair was my only viable option.
However, when I contacted CCR Warranty, they flatly contradicted Jeff’s claims, stating they do not repair phones under any circumstances; they only replace them. When I brought this contradiction back to Jeff, the executive resolution offered was simply to tell me that I “should have backed up my data” on a phone that suffered a sudden, catastrophic failure less than 2 months after being sold in “excellent” condition.
If you buy “Geek Squad Certified” or “excellent” pre-owned tech from Best Buy, be warned: corporate promises 1 thing, but their warranty departments enforce another. I will be leaving this review up so other buyers know what kind of “support” to expect when their certified devices fail.
ORIGINAL:
I’ve now had multiple bad experiences with Best Buy’s “certified” & preowned electronics.
In March, I purchased a preowned iPhone 15 Plus listed in “excellent” condition. Less than 2 months later, the touchscreen completely failed, making the phone unusable.
What made the experience worse was the poor customer service. I contacted support multiple times & received inconsistent information & little assistance. I have since had to file complaints with the Pennsylvania Attorney General office & the Better Business Bureau.
I’ve also previously purchased a Geek Squad Certified “unlocked” smartwatch that arrived carrier-locked to T-Mobile. When I reached out to T-Mobile, they were shocked it was even sold considering it was still tied to an active contract.
These experiences have left me with serious concerns about Best Buy’s inspection process, the accuracy & reliability of its product descriptions, condition ratings, & other labels used to market preowned items, & the quality of support provided when defective products are sold.