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I have an issue with Best Buy

Today I went in to the Best Buy store #229 with my iPad Pro to buy a keyboard case.

I arrived and was met with two young employees that couldn’t find the correct case for me to purchase until an older gentleman came up and handed me the Logitech Combo Touch (920-012659) telling me this is the correct case for my iPad Pro Gen 4.

I made the purchase at 3:07pm and left the store. At approximately 4pm while waiting to get in to for a Dr’s appointment I attempted to install the Combo Touch. I noticed it was a very tight fit so I double checked my receipt to see what it said, and then examined the box which it came in. The Best Buy receipt says I purchased a Combo Touch for iPad Pro 11. The Logitech box just says iPad on it, and no where does it say anything about specific model, nor do the instructions inside. So I took a breathe and just made sure I had the iPad oriented correctly for install according to the instructions and tried again, this time I added a little pressure because it was almost in, just a hair away and then…… My iPad Pro 11″ Gen 4 screen cracked!!!!

So I was ticked off at myself, I double checked the receipt, the box. Looked up the model number from Logitech and they all said iPad Pro11″. It had to be right. Since I was already near my home and across town from the location I purchased it I decided to stop into my local Best Buy in Avon. I spoke with the store manager John Hurley and the Geek squad manager named Jerry. I presented my iPad and the Logitech case to them. They both attempted to push the case on and couldn’t. Jerry even looked up my iPad on the Best Buy app and told me it was the correct case for my iPad, something must be wrong with the Logitech product! They advised me that I would have to contact Logitech because it may be a product defect causing it.

I get back to my house and first call Apple customer care and let them know my problem, and of course said it was not Apples problem, they recommend contacting Logitech. I called Logitech customer service and explained the situation to the customer service rep. He then had me give him my iPad Pro model ## at which point he told me that Best Buy sold me the wrong case. The case they sold me is for an iPad Pro (M4). NOT the iPad Pro 4th Generation. I pointed out that no where on the box does it say which one the case is for, and even though the service rep walked me through using Logitechs website to look it up, it still seems very difficulty to make the correct decision through the website until he pointed out when you changed the color of the case you want, it changes the model ##. I think that is sketchy at best, let alone the product box doesn’t even tell you which model it is for.

I packed up my items and returned to the local Best Buy in Avon, IN. I spoke with John and Jerry again, explaining what I had found out by speaking with Apple and Logitech. I told them that the Best Buy associate at store #229 sold me the wrong product, and I pointed out that both of them did not catch it was for the wrong iPad when they looked it up themselves after trying to slide the cover on.

John and Jerry both said it was my fault because I broke it. Its lovely that Best Buy won’t take any responsibility for selling me the incorrect product. I am not a tech guy, I don’t know the difference between a 4th Gen and an M4 iPad Pro (THIS IS WHY I TOOK MY iPAD INTO THE STORE WITH ME). They should have known or noticed it was incorrect after looking it up and attempting to slide it on themselves, but they did not!! It appears its just a millimeter different in size, I applied just that little bit of extra pressure that cracked the screen. My fingers did the damage trying to force the product I was told was correct for my iPad on, but only because BEST BUY said it was the correct product.

I would like for someone with authority to reach out to me and let me know if Best Buy is going to stand up for the poor customer service experience or if you are washing your hands of the situation.

I called the Best Buy Store in Castleton to recycle a tv. The person I spoke with told me, after putting me on hold to verify the company policy, I could bring in my 37 inch flat screen tv and recycle it at no charge. I took the tv the the Best Buy Castleton and was told there would be a charge to recycle it of $29.99. I told the cashier I had just spoken with someone in the store and was told I could recycle it for free, she told me that was wrong and that the stores do not have phones. She eventually called a supervisor who told me there would be a $29.99 charge, regardless of what I was told.
This store has very poor customer service, and will not be my choice to purchase future appliances, one of which I am looking to purchase in the near future.
They do not honor what they tell you.

Tried to get help resolving an issue previously reviewed at the Westfield store because they first me to chat to resolved, and yet can’t respond in 6 days. I go into store to resolve and they can’t help me, saying “we can’t just take a chat message” and make an exchange. Also supervisor tried to tell me that “sometimes product listed as excellent is missing parts” (even though website says otherwise)
How bad is your customer service when you drop the ball, and just keep fumbling until you have a customer who never will shop with you again. Like worst experience ever. I don’t expect stuff to be perfect but fix it. Don’t turn the fix into another disasters. More wasted time since Castleton (closest and most convenient for me) was incapable of helping with zero customer relations skills.