I will start with the good then finish with the worst. I bought a defective (Geek Squad certified apple watch), it was labeled as excellent, but the band lock was defective. A different store would not do anything, but the Asst. store manager stepped up and took care of me. Kudos.
This all started one week ago, I purchased a Pioneer car stereo from the Maryland Parkway store. It was misrepresented. The associate there stated that it would accept the SiriusXM adapter. After I took advantage of the free installation feature that comes with the radio promotion, I not only learned that the SiriusXM will not work with that radio, but also that the radio is a discontinued model. And yet it was at a sale price, that was competitive pricing for a new priced item. Now I understand this was done at a different store, but I felt I needed to open this statement, addressing this point.
I called the Summerlin store to see if I could exchange the radio that was purchased at the Maryland Parkway store for the radio that featured the SiriusXM feature. So I called the customer service line after your store opened up. I ended up waiting 30 minutes to talk to someone. After being transferred a few times, I finally spoke to a lady.
I explained the situation, I also stated that I did not want to pay for an additional install, as this was misrepresented, and I felt it was not my fault for getting a product that did not fit my needs. I was told it would not be a problem, and they could switch out the wrong radio for the new radio.
I asked her to make an appointment for me, and she said she was unable to do that, she said that the Geek squad was not available at that time. I informed her that I could make the appointment on line. She said if I did make the appointment, not to go to the best buy, until she calls me back. I made the appointment for 11;45AM.
After waiting for the call from her, I decided to take my chances, and just drive the distance to your store.
I arrived at the geek squad bay at 11:47 am. Now I know this is 2 minutes late, but I would have been earlier if I was not told to wait for a call before driving to your Best Buy store. However when I arrived, the geek squad agent was letting someone else into my time slot.
Did the geek squad agent attempt to call me, even though I requested he call me if there was an earlier time slot? Did the agent apologize for the mix up? The answer to these questions is a big NO!
But he was full of excuses. He said he thought because I also had a second time slot, he let the other person have my time slot. Needless to say, I was furious. Did I let it show? No, I did not, because I am smart enough to know that I was getting now where with this agent!
So the other customer got my time slot, I told the agent what I wanted. Then he informed me that I MUST pay for the installation fee. I informed hims that I called earlier this morning and the lady I talked to said everything was covered. His response was "Today?"
In a very unpleasant voice he told me he would never allow a customer not get away with paying, and he will have to find out about this matter. After waiting for about another 15 minutes, he returned and did not say anything except "OK!"
I was also planning to purchase and have the SiriusXM unit installed, but asked if he would do the install at a discount being that he would already be doing the radio installation, he responded with "not unless you want to pay the extra $40." To tell you the truth as this day was going at your best buy, I decided not to buy the unit or the extra install.
He then said he would start it. I asked him for an estimated time of completion, and he told me 1:30pm. So I left the store, and returned about that time. He did finish ontime and called me to pick up my car.
When he returned the incorrect radio (which I paid $129.95), he only gave me a credit of $90 plus the associated tax. I asked why the difference? He responded it was part of the package, and that's all you get back.
The only reason that I did not return to Maryland parkway is that the installed was booked. I will never return to the Summerlin store. I never been so disrespected before as I was at the Summerlin store.