• Report: #1143651
Complaint Review:

Best Buy

  • Submitted: Fri, May 02, 2014
  • Updated: Fri, May 02, 2014

  • Reported By: Carlee — Lakewood Colorado
Best Buy
5395 S Wadsworth Blvd Lakewood, Colorado USA

Best Buy- Ryan and Rob WORST EXPERIENCES EVER!!! Lakewood Colorado

*Consumer Comment: Read the Manual

*Consumer Comment: You need to take responsibility....

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This was by far the worst the experience I have ever had in my life!! I went in last Sunday to replace my phone that I have the Geek Squad protection on. I called early Sunday and told them what I did to my phone and they (the Best Buy on University) said I am covered and there is no fee.

I went to the location closet to my house in Belmar. I had to deal with the same young kid as I did last time when I had issues with my new LG G2 not charging. Completely clueless as he was the first time, just this time had a manager title!? How is far beyond me.

I told him what the University store told me and he said I am covered, but it is a $150 Deductible. I understand that as I called Sprint and they have the same and that's pretty standard. Then proceeded to tell me that they will get me a loaner phone while I have to wait 3-5 days for the replacement.

When I brought my phone last time for not charging, they had one there on the spot to give me, but not this time? Sprint will replace it for me that day. So again, I get it, fine I will wait, but I need a smart phone so I can download apps for work and to run a business.

The young kid brought out his manager to see if they had anything other than a flip phone and long behold he was an arrogant and very cocky man. I was so disgusted by the lack of customer service and want to help their customers that I left immediately. 

The next day Monday I went to the South West store. I worked with another young man, but seemed as though he knew what he was doing compared to the other 2 at the BelMar store. I told him I would like to order the new phone and I do not need a replacement phone, my son let me use his for a couple of days.

I told him that I had about 2000 pictures of just my kids on there including my daughter's first loose tooth. Obviously very important to me and memories I can't get back. I tried to download my pics to my computer, but I was not able to as it was in charge only mode. 

I wasn't able to unlock my phone to change that either. I asked if he knew anything else that I could do and he said I tried it all. So I believed him. I asked if I need to take out my SIM card or SD card and he said no, Sprint does not have SIM Cards. 

So again I believed the Geek Squad guy. Come Thursday, I drive across town back to the store to pick up my phone. I get it and all looks great. Another guy activates it for me and then lets me know I am ready to go. I said is there anything else that I need to do and he said he handled it all. 

I get home and now my phone says NO SIM Card!! Wait I thought that Sprint didn't have SIM Cards? Well the LG G2 does and that is because it's a 4G phone. Called Sprint and they informed me I was correct.

At that point I was irrate! I lost all of my pictures of my children and everything else in my phone because of a young kid who obviously has no training or no business being in the Geek Squad department or the phones department!!

So then I called Best Buy about 6 times before someone finally answered. I asked to speak to the manager and I got Ryan at the South West store once he called me back. He began to tell me as well that Sprint and the LG G2 doesn't require a SIM Card. 

I told him that my phone says it does and Sprint told me that I did have one and I require one. After explaining to him about his products he finally believed me. Told me that I can come in and he will get me a SIM Card for my phone. I asked him to check and make sure my broken phone wasn't there in hopes to get my original SIM card out of that one. It wasn't.

When I went in he had nothing but excuses and said he thinks it was miscommunication! Seriously, miscommunication that your sales staff and managers don't know their products or anything about the Carriers that they advertise with?!

I asked him for the SIM card and also asked if he could help with a few features on my phone and he was clueless. I asked him how to change my text messaging, something I can do in my sleep. He had no clue about any features on my phone.

I am baffled because how did he make it to manager when he doesn't know any of the products? I took what he gave me and said I will figure it out myself and again excuses as to why he didn't know what he was doing.

As soon as I finally get back home to my kids I looked at what he gave me and it was a SD Card NOT a SIM Card! I called him immediately and was very very upset. He finally apologized and at that point, but what is your apology going to do?

I already lost all pictures of my kids due to Best Buy's lack of knowledgeable staff. I told him I need his bosses name and number and they need to figure out how to make this right. He gave me Rob Malmgren's name and told me to call after 1:30 today, Friday.

Rob handled what I need, but in no way understood what happen or why I was so upset. I have dealt with this horrific company for almost a week now with nothing but horrible customer service and attitude.

I then left work to go to the Park Meadows store to get the SIM Card. Told me I needed to ask for Jordan. I went in asked for her and she put me with Garrett E. While telling him what was going on she told him to activate my phone. I said "no thank you I will do that myself" and then there was the Awesome Best Buy attitude from her. 

"ok whatever then" was her words to me. Finally, I got with Garrett E. I wish I would have talked to him the whole time. He was so nice and wanted to help me. He even asked what happen that I was so upset and apologized right away. Thank you Garrett!

My main concern with all of this was the poor attitudes and the lack of customer service. I, myself, work in customer service and we do what it takes to make things work for our customers and we will go far out of our way to ensure happiness.

Not once did any manger offer anything to ease the stress or numerous mess ups made by their company. Barely even received an apology for all their mistakes. I will be cancelling all of my business with Best Buy with my son's and my account and also my friends and family are doing the same and some already have. 

I will make sure I never ever go back to this place again. 



This report was posted on Ripoff Report on 05/02/2014 03:18 PM and is a permanent record located here: http://www.ripoffreport.com/reports/best-buy/lakewood-colorado-80123/best-buy-ryan-and-rob-worst-experiences-ever-lakewood-colorado-1143651. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Read the Manual

AUTHOR: coast - ()

Page 71 of the user guide instructed you to read the disclaimer about backup and restore. You lost your pictures due to your failure to backup your phone’s data as instructed on pages 188 & 189.

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#2 Consumer Comment

You need to take responsibility....

AUTHOR: Robert - ()

I already lost all pictures of my kids due to Best Buy's lack of knowledgeable staff.

- You do not want to hear this but that is WRONG.  You had over 2000 pictures on there.  Those were not just taken over a day or two.  They were most likey over several months, or even years.  That is plenty of time for you to have gotten the pictures off of your phone when it was working.  But YOU failed to do that.  Sucks..of course but that is not the fault of Best Buy. 

I am not really going to go into the Customer Service Issues as it seems your biggest complaint(disapointment) seems to be the loss of these photos.

To the thought that your SIM card had all your photos, and had they just taken out the Sim card in the beginning everything would be grand.  The SIM Card is a very small memory device(in comparison to your phone).  To put it another way we are talking memory in the K's not G's.  If you have any technical knowelge you know what that means.  It basically holds just enough information to get the phone working on the appropriate network.  It may have some extra space but not a significant amount.  Generally it is the place people hold their contacts, ringtones,..etc.  In comparison your phone in particular had 32GB of Internal Memory from what I found and I can again just about guarantee that, this Internal Memory is where most(if not all) of your photos were.

So while inconvinenent about the SIM Card confusion, whether or not you had the SIM Card you probably wouldn't have gotten your photos back.

I will just say one thing about the CS Issue.  You seem to think that a person should know EVERY single spec, detail, and functionality of every item they sell.  In an ideal world yes, but have you gone into a Best Buy?(rhetorical question).   Most of these people are Late Teens/Early 20's and working their way through school.  They may be there only a few hours a week.  How many phones do they have..a few dozen.  Seems like  you are asking a bit too much of them.   Or let me put it this way,  you didn't mention what end of CS you are in.  But I bet that regardless of what you do, if I came into your store I could ask you something that I could do in my sleep but you won't know the answer to either.  If I did would I be valid in writing a RipOff Report on you about how bad my experience is with  you?

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