Best Buy — Attraction in San Francisco

6/12/23 UPDATE On Monday a team of two came out and disassembled/reassembled the grill and fixed the problems. We grilled chicked Monday night and all systems operated as expected.

Everything seems good now and I am changing the rating from one star to three.

Why only 3 stars? Well, read below, starting with the original post at the bottom. Best Buy has great, "I understand and will make things right" serrvice representative scripts. Unfortunately, the reps don't seem to have the power to do anything except ask the computer to reschedule an installation. Most also don't follow up or follow through.

Our good service came from "Magee", the rep who responded to my second (third?) set of messages in Facebook messenger. She got back to me several times and got the situation enough attention that I was assured that we would not get our original installers back AND a woman called with a four-hour service time frame a whole day earlier than the Best Buy standard. Thank you, Magee!

But, serioiusly Best Buy. Look at the overall ratings you're getting. Have your own execs try calling or chatting to see how you're treating customers. Maybe stop engaging the low-bid installing company (this is just a snarky guess, but really the folks representing you in the field are not great).

6/8/24 UPDATE You can see that Best Buy replied on Google on 6/5 that I should DM them on Facebook. I already had done that and received a quick reply that they would look into my issue. A day later I received a DM saying that they were escalating the issue to their "appliance fulfillment team" and I would hear back within 24 hours.

Nope. I have heard nothing. Moreover the appliance people were one set of reps I had already talked to and they did nothing already.

Best Buy's scripts sound soooo very customer oriented. But, their follow through is non existent. The reps all say that the "computer" won't let them or their manager change anything.

Can we give 0 stars?

6/5/24 ORIGINAL POST ------ Yesterday we received a Weber grill from Best Buy and it was assembled by the delivery men. There are significant problems with the assembly and we need knowledgeable technicians to fix the problems.

We have chatted online with the Geek Squad support. The best they offered was a 12-hour appointment window five days from now. I called the Geek Squad and talked to a man who said he or his manager would not be able to do any better. I pressed him to let me talk to the manager. The manager was busy, he said, but he'd have the manager call me. That was 6 hours ago. Obviously not going to get a call.

What was wrong with the delivery/assembly?

The crew left the slide-out grease tray on a nearby patio table and did not install in the BBQ cabinet. When I went to put it in the grill I found out why the crew did not do it. The yellow-capped wire was strung tightly in front of the opening for the grease tray. I had to unplug the yellow wire and re-route it away from the front of the grease tray. No catch pan for grease was delivered or installed. The wires to the igniter are very taught and obviously not installed correctly The bottom of the inside cabinet is incorrectly assembled. The hole for the propane tank in on the right side of the cabinet but the scale to judge fullness in on the left. The propane tank was not hooked up to the scale and, in fact, cannot reach the scale from the wrong side of the cabinet.

The delivery/assembly folks volunteered that they were inadequately trained. One man said he'd received only 15 minutes of training and then pointed to a You-Tube video.

I have had good delivery/installation experiences with other items, but, wow! They clearly are bottoming out.

Photo shows the barbeque cabinet with propane tank installed on the wrong side.

5:45pm after owner response: Thank you for that suggestion. I read that advice you gave other people and have already sent a message via Facebook. I will happily edit my review and rating if something changes in the service Best Buy gives. But, for the moment it's a one-star...

Very bad customer service today!

Customer service varies obviously as there is high turnover. Sometimes good, sometimes indifference-- usually always young recent high school graduates, who are friendly for the most part and do a good job, as I am a regular customer who picks up Best Buy orders from San Francisco for years, but today I was treated as a criminal trespassing into Best Buy for the first time ever in all my years of supporting Best Buy at this San Francisco location!

One of the Best Buy employees named Josh, a young white male either 18, 19, or early 20s decided to behave like a "Karen" after 4 other Best Buy employees (including their Best Buy vendor brand associates) who did not see any issue with me being a Best Buy customer-- even after an alarm went off on accident when I removed the USB cable to test the computer, including hardware, software applications, audio, video, etcetera, by using the web browser to view a film trailer for a documentary.

Only later after encountering 4 different Best Buy employees, such a "Karen" Best Buy employee came over to me abruptly with backup from armed security and began accusing me of using a Best Buy computer for personal use for such a length of time and also shoplifting from Best Buy due to an alarm going off on accident, including remarking such a microaggression to me that, "This is not a public library! You can't sit down and watch Chinatown Rising!" while I was also speaking with the Best Buy vendor brand associate, asking questions about the product I was interested in buying as a customer. This all happened in less than 15 minutes.

After the "Karen" Best Buy employee and such armed security returned to their post by the entrance and the exit of Best Buy, I asked the "Karen" Best Buy employee if he was the manager to which he responded, "No," and then I requested to speak to the manager. I complained to the Geek Squad Manager who was a young Black woman in her 20s about his behavior and also informed her that customers will not want to buy anything after the behavior of this Best Buy employee, as well as explained to her I am a Best Buy customer who regularly uses the app for order pickups as well as in-store shopping and gave her recommendations to improve the Best Buy store layout and signage to their corporate offices to avoid similar situations like this from happening in the future that negatively impacts the Best Buy customers' experience. Even other Best Buy employees were astounded by this bizarre incident of random white male privilege in public by this "Karen" Best Buy employee.

There have been positive experiences at Best Buy however, such as, for today's order pickup that led me to experience this bizarre "Karen" shopping experience, I called in the previous week to have my order pickup extended an extra 7 days which only the Best Buy employee was able to input in their internal Best Buy sales system beyond what the customer is able to extend order time pickup, so you gotta take the good with the bad....

Overall, Best Buy seems very stressed out and may be in danger of closing with SFPD in front of their San Francisco location at all times, so I'd rather go to a different Best Buy location in the suburbs of the Bay Area for a more pleasant in-store personable shopping experience because the behavior of the "Karen" Best Buy employee was overly aggressive in policing a Best Buy customer as though I was trespassing onto Best Buy private property to the point of myself as a customer needing to formally complain to a manager to take action against such an employee asks the question: Why do you work...

Ongoing Issues with Defective Laptop & Unprofessional Customer Service

On November 24, 2024, I purchased an ASUS TUF laptop at the San Francisco Best Buy location, along with a membership to ensure support in case any issues came up. Unfortunately, just a few days after purchase, the laptop began experiencing multiple problems. I ended up sending the laptop in for repairs twice - once on December 1st, 2024, and again on August 3rd, 2025. After the second service, my original charger was not returned. Upon checking the paperwork, I realized the agent failed to include the charger in the intake notes - even though I had clearly dropped it off along with the laptop, as I did the first time. When I raised this issue, I was treated with disrespect and condescension by the staff and store manager at the Harrison Street location. The manager (an older white man with white hair and a beard) walked away from the conversation when I said I didn’t want a used replacement charger - I simply wanted my original one back. Two other staff members (a heavyset black woman with permed hair and a tall, heavyset white man) also treated me rudely and dismissively. As I was leaving, the tall man sarcastically said I was their “favorite customer” while laughing with the others - an extremely unprofessional and humiliating experience. I later took my case to the Daly City Best Buy, where an agent named Joe listened respectfully and reviewed the evidence I had gathered. Thanks to him, my laptop is now in for a third repair - all within less than a year. For reference, I had requested a refund as early as December 2024, shortly after the first issues began, but was denied. I also filed a complaint on August 11, 2025, regarding the store manager’s behavior at the Harrison location. I sincerely hope that report was taken seriously. The way I was treated - dismissed, mocked, and denied proper service as a paying customer and member - was completely unacceptable.

In summary: I bought a laptop that was defective within days. My refund request was denied, despite early issues. My charger was not returned after a service appointment. Staff refused to acknowledge their error or investigate (checking cameras or confronting the intake agent). I was mocked and disrespected by multiple staff members, including the store manager. I’m now on the third repair of this same laptop, and still without my original charger. I’m also attaching screenshots and documents that support my claims, clearly marked with dates and explanations.

Since I don’t have the exact individuals' names, I’m providing general descriptions based on appearance to avoid misidentifying or wrongly...