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August 2023 by Lisa Abshire
Terrible support at best, completely zero support at worst. I purchased a home cinema, audio, home security, and network in 2022. I’ve had nothing but problems since day 1. Nothing was set up correctly or works. Any time I could get someone to troubleshoot they’d say the previous person set it up wrong and make changes. Problem(s) weren’t resolved. The next person would say the previous person didn’t configure it correctly and make changes. That wouldn’t work either. I’ve been trying to get support all year, it’s now August. I can’t get a reply via the app or to messages, emails, or phone calls. Back when I could get in touch with someone, they’d argue that there was no problem because they couldn’t see anything on their end. They were condescending and rude, dismissing my tech issues as fabrications of my imagination. Meanwhile I’m home with internet, tv, projector, speakers etc etc that don’t work.The entire home cinema is clunky and buggy. They bit off more than they could chew technically and the whole installation was clearly beyond their capabilities to spec, configure, or support. They installed a TV, audio, projector & screen in the same room that could be used interchangeably via the Savant remote. This hasn’t worked smoothly ever.I have to restart the main tv every time I switch it on otherwise it says no wifi detected and apps won’t open. The projector flashes blue light and movies crash.During one of their many visits they turned up with a JBL and swapped it with the marantz they’d spec’ed. No explanation other than it would help everything work better. I didn’t want and hadn’t bought anything JBL but said nothing because I was so desperate for everything to work. It made no difference. During visit 5 or so they noticed that half of my ceiling speakers hadn’t been configured and weren’t playing. Then once on one was buzzing and had to be replaced after I complained.Another time they said the problems may be the Apple TV device because it’s known to have problems with set-ups like mine. They swapped mine for a new Apple TV device. That made no difference. Why use an Apple TV device if it’s known to have problems with my installation?When they ran cables in the attic they piled the insulation up leaving my attic floor bare. When Summer arrived the house was sweltering and my electricity bill was sky high until I saw what they’d done. When I complained they wouldn’t return to lay the insulation back on the attic floor how they’d found it.Using their support app is as useful as shouting into a black hole. The app shows my internet is down, I can’t do a speed test or see anything so I clicked the option to be emailed a report. The report shows my internet has been down since March. It isn't down but I guess it’s no longer connected to their Support app. I pay for that (nonexistent) Support and was just auto-charged for another year.I can’t re-boot the wifi without turning power off and on at the fuse box outside. I can’t log on to the wifi interface because they wouldn’t give me the user name and password to my own equipment saying they’ll support it remotely. When it randomly flicks off it takes 40+ minutes to fully reconnect.I spent (wasted) an obscene amount of money that I now deeply regret because nothing works. A TV with a cheap netgear would have been better by a mile. I was promised the world by Sales and in reality it is the most disappointing purchase of my life. If I could get a refund I would do it in a heartbeat. Whatever you do, do not buy anything from Magnolia in the Central Expy Best Buy or you will regret it. They have no idea what they are doing and nothing will work. You will be left with very substandard or a flat out non-functioning system.
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October 2022 by Debra Wolf
I'm hoping to change this review and add stars but a few months out and I doubt it. Spent over $30,000 on what I supposedly NEEDED, like a $500 remote just to turn on the TV and Sonos and then go to phone apps to do anything. Nothing but trouble and response stinks. A good fellow came out last week and said heneeded to come back this past week but no, didn't happen. I'm on the service line at Magnolia now and holding for 6 or 7 minutes with no answer - lovely service - LOL.
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February 2022 by ebony watkins
I just picked up my new headphones that were ordered to be shipped to the store because the first pair was defective, my package tape was broken and when I got the headset out it had residue on the ear bud as if someone tested them out before I did.. this store is horrible that was extremely disgusting ?
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January 2022 by Colin
I'd stay far away from this Magnolia.I talked to a sales rep Randall to order a home theater system that was backordered and he assured me that I'd be able to get a ship date and an update in 2-3 business days. After over a week of not hearing anything at all, I called him 3 times and finally got him on the phone (only after talking to someone else who informed me that Randall had setup to have the item shipped to wrong store). Randall then tried to convince me he never said they could order it for sure, and that they'd need to refund me.Trying to gaslight your customers is never a good approach. Take your business elsewhere.
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November 2021 by Hugh Brooks
Absolutely the worst service ever experienced. One of the two Savant controllers quit working - screen scrolling. The Magnolia department at Best Buy confirmed that this is a known issue and that the unit would be replaced and programmed within 2 weeks. That was over two months ago and now I can't get a response from anyone at Magnolia.
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November 2021 by Mikel ONeal
Cool place, kinda pricey!
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August 2020 by Kim R.
This business deserves less than 1 star. Magnolia has absolutely the worst customer service. They overcharged my credit card by $199.99 (daily charge for $19.99 per day for 10 days). When I reviewed my statement and called about it they could not figure out how it happened and therefore could not fix it. I gave them more than a week to figure it out but still no credit. I called again and, unfortunately spoke with the same person, Amy. She assured me I would receive a credit "right then". Instead I received another charge for $19.99. Avoid this team at all costs. I have emailed the Regional Manager an called numerous times. No response.
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July 2020 by Bob Shurtleff
Left messages for service on a Savant Sustem purchased from them, with the lead tech James Montgomery at Magnolia on Park Lane but he did not return calls or respond to email.It seems whenever I need service, always need to escalate to a store manager. If only they were as diligent on service as they are in collecting money.Huge disappointment.
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May 2019 by Paul G.
Our home in Plano was built in the early 90s. And it is the only home we have owned, built after 1988, which was not prewired with coax in every room. The previous owner had added some outlets in a couple of rooms but in illogical locations when you envision furniture placement. As the home is two stories, adding coax runs to the first floor usually means unattractive lengths of cable on the exterior brickwork. Not my choice. Having used Magnolia at our previous home, I scheduled an in-home appointment to develop options. After assessing the present conditions within the context of our desires, they offered a plan utilizing a wireless Ethernet network and Roku boxes. I was amazed by being brought into the 21st century. The project also included installing home theater speakers and a wall mounted TV in the main viewing area. The installation project took an entire day. The wireless Roku installation in three rooms was quickly accomplished and included a second router on the upper floor and programming the TVs. As Spectrum is our cable and Internet supplier, their app is simply downloaded to each Roku allowing viewing of our package without the Spectrum box. I was impressed with the in-wall speakers and the care in modifying the walls was excellent. The wall mount TV portion included couplings, my term, so that all wires, obviously for the speakers, but also for the TV power and HDMI, were hidden in the walls. Lastly, they spent almost an our checking and verifying all operations and balancing the speakers. We will be using Magnolia when we configure the pool and patio areas for sound and television. Great job.
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March 2019 by Odai Adnan
Initially I had the sales rep come out to my house in November to check out the prewiring in the house and the media room space. The sales rep who is a "system designer" saw that the prewiring does not have cut outs and the walls are filled with foam. After going back and forth multiple times hashing out what I am purchasing for the house, I finally confirmed my purchase on 1/26. My installation for the media room was not set up until 2/9 because the magnolia sales rep prefers to work with a specific person on geek squad, he is supposedly the best. No problem!
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March 2018 by Ashley Odeh
I purchased a television and sound bar. It was installed by magnolia the very end of November. It is now March. My sound bar is squawking and clearly some input or connection isn't functioning properly. I was looking for some troubleshooting help. I spent the morning trying to get hold of magnolia. I got transferred to geek squad, transferred to geek squad scheduling, transferred to magnolia assistance, transferred to magnolia scheduling then finally transferred directly back to the magnolia sales people at this store. The man who answered the phone was not the person who sold me my products. The salespeople I initially had were very friendly. The man on the phone today spent most of the conversation spewing unnecessary condescension my way. He even went so far as to tell me that I should call geek squad back because his teams spend 4-5 weeks on other installs and don't have time to tinker with my problems. He also went on a lengthy diatribe explaining to me that in his decade of experience “SONOS soundbars never go bad!†That's all fine and dandy but I am not even saying it has gone bad. So sorry for insulting you as I didn't realize your undying love for SONOS! .... instead I'm suggesting that for some reason or other - bad connection etc.- it is not functioning as it should! I just want help! After being snobbish and rude for 20 minutes he finally decided to offer helpful advice! This included rebooting my cable box (which I had already done), adding a surge protector behind the wall mount or switching cable providers entirely! Haha! I put the surge protector behind my TV and it's still squawking. Maybe I should call back and get more helpful advice? Perhaps this time he will just tell me to burn the whole house down and start over. *Edit* I'm changing this from a 1 star to a 3. I called back and got a different person on the phone named Nick. Nick solved my issue in 30 seconds! He actually listened to me and deduced the issue could be solved by changing one setting on my cable box! So easy! Thanks Nick!
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February 2018 by Jeannine Hernandez
I just had the most "Exceptional Customer Service," from 2 young men who work in the Magnolia Design Center! They were attentive, professional and courteous. Wonderful experience!!!
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September 2017 by Shaun DuFresne
All sales, no service no matter how much you spend
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June 2016 by Russell Lam
I recently went to the magnolia center in dallas. Met with rob coon who is a system designer. I was leary not with the equipment but with their services. I purchased a very high end speaker/subwoofer. Obviously they did not have it instock. He convinced me that he would only get credited for the sale if I purchased it that day. Sure it will be no problem when ypu come back to puck it up he said. I showed up as instructed and no one there would even help me. I just wanted to pick it up. They were no different then a bunch of used car salesman. All they cared about is the sales. Once you purchased you are on your oen. Beware of this. They may be located in the store but do not behave like one. Stay away.
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September 2015 by Bret Cunningham
Same experience as the previous person reviewing. Three employees start ding behind the desk checking their phones or distracted and none offered help or even made eye contact. I even walked into the demo rooms right behind them and they didn't seem to notice. wanted to discuss purchasing and installing a full house stereo system, but decided to head to a real home audio store than be ignored.