Best Buy's total lack of customer service is beyond comprehension, to the point where it's unbelievable they stay in business.
After my recent experience with them, I'll never step foot in one of their stores ever again.
+1 +1 +1! I FINALLY was able to exchange my 16GB 5S for a 32GB, so I'm happy. And the people who helped me with the exchange (will explain later) were VERY understanding, but I will never step foot in a Best Buy again.
So here's what happened: I was added to "The Retail Equation" no-fly-zone list at Best Buy, where both my credit card and drivers license were flagged as no longer being allowed to make returns or exchanges. I bought the 16GB, thinking it'd be enough storage -- I was WAY wrong

. So when I decided I wanted the 32GB, and finally found one in stock, I went in -- went through the motions of the exchange, only to find out that they couldn't let it go through. The manager at that particular store wasn't available, and since they're doing first-come-first-serve, they refused to put the phone on hold for me until he was available. RIDICULOUS.
I went to a nearby location a few days later (I live in NYC, so there's one on every corner), after finding another 32GB AT&T Gray in-stock. Not only did the associate put the phone on hold for me, she explained that I can easily fool the system by using a different state-issued ID. It doesn't even have to be mine, can literally be your friend/girlfriend/neighbor/etc -- they just need a license number. I chose to use my passport, as that was the easiest solution at the time. She promised to hold the phone for me, so I ran home... maybe I took a cab -- but for the purposes of this story, just assume I was running with the Ferris Bueller music -- grabbed my passport, grabbed a different credit card (just in case), went back, got the phone, made the exchange, paid the extra $100 and was on my merry way.
Now that this headache is complete, I will never step foot in there again.