Best Buy — Attraction in Pasadena

Bought a new washer and dryer to replace failing units I also bought at this store a few years back. Each time they were delivered the units were found to be at least physically defective (scratches, dents, doors not aligned correctly, etc.). Each time it was an ordeal to change my schedule around and speak to multiple people to have this attempted another time. Each time I had asked what assurances this would not happen again as even the delivery/installation people would all tell me that damaged units are extremely common.

Prior to the third attempt, I was told they would check the units before pick up from the distribution center (I don’t know why they didn’t just do this in the first place), and I was also offered a $100 gift card for my troubles, because at this point I was considering simply canceling the order. I asked how I would obtain this gift card and I was told just to go to the store as they “are all familiar with my case”. I was already skeptical about this and lo and behold, I went to the store yesterday and no one is able to find a record of this. I have spoken to at least four different people today so far and basically since I have no proof of their offer, I’m basically out of luck. Totally my fault for not insisting on some form of written guarantee, but I guess I wasn’t quite ready to accept that a person’s word has no meaning anymore.

I understand that damaged units happen, even several times in a row, and I have consequently been very patient and understanding over the entire process. However, the part that bothers me the most is not even the $100 (which is almost a meaningless and insultingly low consolation at this point), it is the principle of the matter and the complete lack of integrity on their side. I do not know what has happened to Best Buy, but no one there is communicating with each other, and customer care (their ONE competitive advantage compared to say, Amazon) is awful. They have the symptoms of many other brick & mortar big box retailers, many of which have gone out of business in the modern age of retail transformation. You don’t have to hire management consultants to pinpoint where all the holes in your operation are: just read constructive feedback and learn from the real life experiences of your longtime customers. And judging by the other reviews on here, it seems you have a lot of room for improvement.

I am sincerely hoping Best Buy can differentiate between an unreasonably upset customer intending to cause harm out of vengeance, and a longtime loyal customer who was simply extremely disappointed and wanting to affect positive change for everyone’s sake. On the whole, in the 15+ years I have been going to this store, employees are generally friendly and helpful. It’s just a pity that management cannot get it together on their level to form a cohesively pleasant customer experience when things need to...

August 2023 update: things have continued to be as bad as I could imagine in terms of service. The Samsung refrigerator we purchased has had to be repaired 3 times, and each repair takes about 2 weeks to schedule and implement, including Samsung mailing parts each time for the repairs. None of the repairs have fixed the problem, and today I spent 45 minutes on hold and on the phone with Best Buy customer service reps, most likely based in another country, (I say because their English is so bad I can’t understand them at times, which delays the process further). I’ve now scheduled another technician to come out seven days from now, to assess the situation, and then they will “consider” replacing the refrigerator. Best Buy, customer service, and the overall process of dealing with them post purchase is horrible. I will never buy another product from Best Buy again.

May 2023: Sales reps are nice people and relatively informed about their products. Prices are as good as I could find anywhere else. But, the pressure sales tactics were annoying. And the delivery and installation has been a total mess. Wrong items delivered today and the 3rd party installer was 2 1/2 hours later than the customer service rep (who called me today to advise arrival time) told me to expect. And that cancelled the delivery of the correct item. And ALL the delivery dates have been pushed later for all items (which is about a dozen items). When there's an issue, you can't get in touch with the local store where the purchase was made: you're always connected to a national call center (which I suspect at times is also using people outside the US) and they're very polite but they have no idea what's going on. It's always: "give us 24-48 hours and we'll call you back". It's a real mess. Best Buy just laid off a lot of their workforce and you can see why they're struggling. The areas they could excel in and differentiate themselves from competitors in are customer service, delivery, and installation. There are numerous places I could've bought all this A/V equipment and appliances from for the same/similar price. So, buying through Best Buy gives you a competitive price but I should have then arranged for delivery and...

I want to start with the employees were mostly very helpful and polite aside from the salesman at the end.

In the last 12 months I've spent thousands of dollars at best buy and never had an issue with them before but this was just such an unpleasant experience. Mostly a failure of best buy corporate but the pushy sales people didn't help

I purchased an LG C4 open box online for in store pick up for $1000 after tax. Great deal, it's a bit far away but that's fine I'll drive for a good deal.

Let me start by saying an open Box marked in "good" condition should be able to be turned on by the customer that seems like a fact . There was no remote and HOW CAN YOU SAY OPEN BOX WHEN THERES ZERO BOX . They brought me just a thin panel tv and the stand . No padding ,no nothing. I tried to call the store prior to confirm that this shouldn't be the case before driving all the way out but best buy corporate in their infinite wisdom decided that you cannot call stores anymore.

How do they expect us to transport an insanely thin tv with no box. The guy bringing it to my car says he recommend I get it delivered so I follow him back inside.

Then they say we have to sell you a different open box tv or wait 3 days and come back and maybe we can do it since it's stuck in the system now.

I say okay what's the other tv and the manager takes me over to the salesman who spend a long time trying to wheel and deal me into spending an additional $500 on a new tv and trying to sell me a best buy membership to get a discount and after being there over an hour I had finally had enough. I was so frustrated .

I said just cancel my order so I can leave . I was feeling anxious just being there and wanted to leave and then they told me they can't cancel it I can wait here 15 min or leave and hope the option pops up to cancel in the app. I decide to tough it out and wait . I'm very sad and have no new tv and wasted my Sunday morning and gas.

Literally bought a switch 2 and 4 games and a $100 memory card from y'all yesterday and then go to buy a tv to match it but now I'll just go to...