Best Buy — Attraction in Fullerton

Picked up my Samsung Fold 7 at about 8pm on launch day July 25th at about 8pm and out of  the box the plastic hinge part was out of the frame of the top of the screen creating a gap between the screen and the box and on first open of the box the phone screen was broken because of the defect.

Immediately contacted Samsung on the 25th and they said it's defect and is willing to replace it but since I did buy online pick up at Best Buy they are saying I need to go to best buy to replace it and gave me a case.

Called Best Buy Corp on the 26th to confirm this is true and they confirmed it and also gave me case number as well for the exchange / return.

I initially to it to the Anaheim store as Best Buy corp told me that this was the closest location to me that has it in stock for a replacement.

I arrive there and store refuse to exchange or return.

Store employees / manager refusing proper escalation path by refusing to provide DM contact info all starting with the manager of the Anaheim store (123 Orange Fair Mall Fullerton CA 92832 Cassandra Watson who takes it upon herself to not follow Best Buy policy and their partner agreement with Samsung by allow the return or exchange because she claims she can deny anything as it's her store).

She tells me I have to take it to the original store that it was picked up at (120 E Imperial Hwy, Fullerton, CA 92835).  I ask her why as Best Buy corp says I can return exchange to any store she again said it's her store and she can refuse. I asked her you can deviate from Best Buy policies and she did not comment.  I asked for district manager info and she refused to give me contact information. I left and later went to the original store as she instructed.

Few hours later I get to (120 E Imperial Hwy, Fullerton, CA 92835) and there are no manager in the store just two supervisors by the name of Josh and both claim they were instructed by Cassandra to deny my return. So why would she even refer me back to this store if she was going to block my return to a different store other than waste my time.

While in store I even had Samsung manager on the phone on speaker and Samsung was directly telling the supervisors per their agreement with Best Buy the store is required to accept the return as it's already been approved by Samsung and this the only way the device can be returned as it was a Best Buy pickup and they still denied the return.  The Samsung manager asked the supervisor if he was aware of Best Buy policy / Samsung agreement for their marketplace orders and Josh said yes, the Samsung manager asked him why are you denying the return then, he said because he can and because a Cassandra told him not to accept it.

I asked them to get in contact with their store manager they refused to do so as they said he is off. I explained to Josh your manager is salary so you can call him, he refused. I asked for his name and contact info and only provided his name Jordan Baron and said I can come back on Tuesday when he is here. I explained I'm not going to have to miss work for a 3rd attempt to return and he said that's the only way. I asked for DM contact information he again refused to do so. I asked him for the DM name and he said it's Sandy Pilnacorn and best he can do is teams her my info for a call back in 24 hours.  24 hours later I still have not been contacted.

Samsung escalated the case as a violation of their agreement with Best Buy.  I already escalated to BBB and Best Buy CEO office and will next get American Express involved to reverse payment as right now I have a $2000+ dollar paperweight due to employees not...

I rarely write bad reviews and don't normally write good ones. This store is providing exceptionally bad service to merit this writing. My hope is that management, especially regional, corporate management will take notice and make changes.

Yesterday I went to their website to see if they have the Whirlpool OTR Microwave (Model: WMH78019HZ) in stock. It was available -NEW- for in store pick-up at this location (in Fullerton, CA) and could be delivered to my house or any store in my area. My family and I drove to the store and went to go look for it. We did not find the new model but did find an OPEN-BOX with a highly visible scratch on the left (steel finish) and -NO PRICE- posted. I went up the information desk to sign up for assistance locating the brand new one and finding out how much the OPEN-BOX model was marked down. My wife and son mentioned that the last time they came into the store, about two weeks prior, the same OPEN-BOX microwave was sitting there. In addition, there was a really nice layer of dust across the top testifying to it's time stationed here. As we waited, we opened up the microwave to look inside and even took a couple of parts out for inspection.

After the store representative arrived he went off to get the price information and locate the new model. (Note: he did not have a nametag but was courteous and helpful.)

After returning, he explained that this model sitting in the OPEN-BOX area of the store, was the -NEW- model. I pointed out the scratch and the dust and then pointed at all of the other devices sitting on display that will on some future date become listed as OPEN-BOX. Not to mention the fact that customers are going to be looking and touching as we had done. How could they even think of listing this appliance as NEW? If something that is so OBVIOUSLY OPEN-BOX is listed as NEW what would happen if something was scratched and then put back into a box? How can I trust buying anything from this store?

Worse, their lack of professionalism and ethics has a cascade effect. The same website that listed this store as having a NEW microwave available for pickup also listed all of the other locations as being able to have one available for pickup within 2-5 days. Does this mean if I buy it new and choose pickup at a different store, the one I would get would be an OPEN-BOX with a scratch on the side?

This is not BEST-BUY! In total (driving, looking, waiting) I spent three hours of my Saturday. In addition, this mismanagement of their inventory has DEEPLY SHAKEN my confidence in this entire company, their inventory control, and ability to deliver on the name of their company. Today, I went to Build.com and after chatting with a customer rep, they price matched the exact same appliance, and are shipping it out to me for free delivery...

I purchased an Apollo - Go 2024 Premium Dual-Motor Electric Scooter on October 11 2024. Unfortunately, when I open the package it was the wrong item. It was a different scooter that seemed to be used inside the packaging. After, opening the package I immediately went to the store which was the same day of my purchase. My husband came with me and he first interacted with the store manager Gilbert. He showed him the receipt of my purchase and explain the situation. Gilbert started typing on the computer and didn’t provide us with customer service. He just said that he had to do an investigation and couldn’t do the exchange or return. My husband was upset of his lack of customer service and Gilbert deny him service. I told Gilbert the purchase was on my name and I’m a total tech member that he can’t deny service. I explain to him the situation once again and told him I previously bought the same scooter for my brother few weeks ago that’s how I realized it was the wrong item. I showed him pictures of the packaging before opening and also pictures of the packaging when I opened. The pictures have details and the time I took them. He said I had to wait for him to backtrack the item. Even the cashier who helped me with the purchase came up to us and asked what happened? The cashier’s name is George which he gave us great customer service from the beginning. George recognized the packaging was the same he rang us up. Gilbert didn’t take that in account he told me he was going to contact me on Sunday October 13, 2024 after investigating the matter. Today is October 13,2024 he didn’t reach out to me regarding the issue. I’ve contacted customer service and they even send him a reminder of todays date for him to reach out. Customer service told me he should’ve exchange the item for me or return it because I’m within the return policy. I did tell Gilbert I planned to exchange for the correct item and I wasn’t planning to return it. I used my Best Buy credit card on this purchase which was a total of $1,281.15. I have proof of my receipt and pictures with timestamps of the packaging before being opened and pictures when I open the package. I also have pictures of the product when I took it to the store. I recommend customers to open your products in store so you won’t have to go through this issue. It’s unfortunate to experience such bad customer service after years shopping at this location and having outstanding history on all my purchases. Ive never had such a bad experience.The only positive experience was the interaction with the cashier who helped us with the purchase. Great customer service George!! Hopefully I get this resolved as soon...