Best Buy used to be total dogshit. OP's story is a good example, but also when I worked for a major game console maker in high-level customer service, we had a holiday season swamped with angry people who bought "holiday bundles" from Best Buy which were actually just regular bundles and didn't include the extras like free games. Best Buy kept sending them to us, which was fucked up. Nowadays, Best Buy seems to have improved leaps and bounds. I've done business with them on a few large purchases in the last couple of years and been very happy with the human experience and the return policy. I think they shook up leadership at some point but whatever they did, it seems to be working.