Best Buy

7/22/23, approximately 6:00pm. Best Buy Princess Anne Commons Virginia Beach. Phone screen broke in NJ and had my screen professionally replaced. Arrived home in VB and attempted to have my Zagg screen protector with the lifetime warranty replaced, they refused saying I had to bring the screen protector in (which was in NJ!). I explained that when I purchased the screen protector nobody EVER told me if I needed a replacement, I had to bring the old one with me. All I was told was "if anything ever happens just bring the phone back and we'll put a new one on". During my attempt to have the screen protector replaced, I was told by a customer service representative that the return instructions were on the back of the box when I purchased it, to which I responded I was never presented with a box as it was thrown away by the sales associate following my installation. I was then told that I should "just know" this information to be covered by the warranty. The pretend store manager "Shimin" refused to replace the screen protector without an old one. Her responses to my questions were very condescending and rude, so I no longer wished to deal with her. I asked who her supervisor is, and she stated very rudely that she doesn't have one, she is the manager. She was very clearly trying to have me believe she does not report to anybody at this location, she identified herself as and attempted to lead me to believe she was the top manager of this store. It wasn't until I asked for clarification NUMEROUS times that she is the top manager at that store, that she finally stated, "I am the manager right now". She played word games and was obviously caught lying! I asked this question approximately 10 TIMES before she finally gave the name David but told me he does not work on site and never works on site. I asked approximately 5 times if David is EVER at the store and she refused to answer, constantly answering questions in circles and speaking in a very condescending tone. She also stated, "The issue stops with me". I was told "without the old screen protector we are going to lose money". Had I been informed when I made the purchase that I need to bring an old one with me, I would have done this!

It is obvious Shamin has zero people skills and is VERY RUDE. It is also obvious that she has personality issues which DO NOT compliment any abilities in customer service which can and will be extremely detrimental to this location.

Aaron Filippini

[protected]@outlook.com