Pacific Sales Kitchen & Home San Juan Capistrano — Attraction in San Juan Capistrano

Summary: Pacific Sales adds zero value, just buy direct from Best Buy where you’ll have better customer support.

I had a really bad experience buying appliances for one of my home renovations recently. I worked with Joe in sales and we had so many communication errors throughout my entire purchasing experience.

First, he walked me through the showroom and showed me some options for what I was looking for and I took down all the information of the pieces I liked. I reached back out months later when I was ready to purchase, and by that point, some items had been discontinued or prices had changed (understandably). When I asked for comparable items, I specified what had to stay the same - the features I was looking for, the dimensions I needed, and finish. Joe shared alternatives (which he didn’t show me physically, so I assumed they weren’t in the showroom). I was verbally assured that the items he recommended had all of the requirements. This was my first really big purchase of appliances, and I let him know that I wanted extra support in understanding the purchase before I confirmed everything. Lesson learned that I should have had him walk me through every detail of the specification sheets before purchasing….

When my items were delivered, the house was not livable and we weren’t local, so I didn’t do a thorough review of all of the appliances for another month - I.e. I didn’t run multiple cycles on the dishwasher, or test every feature of the fridge, which I should have, that’s on me. So when I did and discovered things I simply didn’t like (I.e. nothing was faulty), I reached back out to Joe to see if there was any sort of exception that could be made for returning a couple of items, fully aware that I was outside of the return period and it was my mistake. Joe just sort of brushed off the request so I asked if I could speak to a store manager. That’s when he put me in touch with Susie. Susie told me she reached out to corporate (I.e. Best Buy) to ask for an exception and she was told no exceptions unless a product is faulty. She didn’t offer any more help, so I asked if I could call corporate. The number she gave me was the Best Buy support line, not any special escalation line. I called them, explained the situation to them, and they immediately offered to replace my items for only the difference in cost, and they waived installation fees.

That tells me that both Joe and Susie barely even tried to help me, a customer who placed a sizable order. In my opinion, I don’t see any value that Pacific Sales can provide me. In the future, I will absolutely be going direct to Best Buy, where I can count on way better customer service and clearer communication about the features and specifications of the appliances I’m buying.

If you have to go through Pacific Sales for any reason, I strongly recommend not working with Joe N...

WATCH OUT!! BEWARE!! SHOP ELSWHERE!! BETTER BUSINESS BUREAU 13,000 COMPLAINTS - 1.0/5 RATING - CHECK FOR YOURSELF!!!!!!!!

We purchased three Dacor (Samsung) appliances from Pacific Sales. A side by side built in refrigerator, a stove top, and a double oven in the amount of over $16,000 last June 7, 2022. That's right, over a year ago and still having problems with no solution in sight. Talk about the ultimate run around! After delivering two stove tops, they finally got it right. The double oven was delivered with dents on both oven doors where the door handles attach and dents in the stainless steel at the bottom of the doors. It is clearly a factory manufacturing defect! Susie told me to let them install it and they will bring a replacement. So, I did. Then they delivered three more ovens with the same damage and then Susie Lemus the Asst. Store Manager told me over the phone just about a month ago that there's is nothing more she can do for me and left me hanging. After Susie telling me the ovens were on back order for months, I finally called the store one day to check on availability when one of the salesmen asked if they could deliver the new oven the following week. It was obvious that I was forgotten about and if I hadn't called, I would have never got the last oven delivered which also came dented. The oven issue has never been resolved. The refrigerator water dispenser is now leaking. Dacor sent the warranty service technician to fix the water leak twice, but he was unsuccessful and is coming out again. The refrigerator door moans when it is opened and closed. I have also left many messages for the store manager Phillip Chavez which has never had the decency to return my calls. Isn't the store manager supposed to run the store and take care of any problems that occur? Then I finally called the store one last time on May 30th, 2023, and spoke to Marlene. Marlene was very nice and asked me to explain the problems and guaranteed she would put my paperwork from the original sale on Phillip Chavez, Manager desk and have him call me today, May 31st, 2023. GUESS WHAT? I never received a call from Phillip Chavez. I sure wish we would have done our homework and checked out PACIFIC SALES -- BETTER BUSINESS BUREAU RATING WITH OVER 13,000 COMPLAINTS!!!!!!! Can you imagine doing this kind of business? They don't care! We have been the most patient customers. We would have purchased our appliances elsewhere had we seen these ratings especially knowing that they are owned by BEST BUY! OR SHOULD I SAY WORST BUY? Please do your homework. Helping the next guy so this does not...

There is little to no concept of customer service. I highly recommend that you take your business elsewhere. I ordered a fridge for delivery. After waiting 2 weeks, due to lack of delivery resources, without a fridge they were set to deliver between 8-12pm, and finally delivered it at 5pm. The inside was damaged and one drawer was shattered into glass pieces. Glass everywhere, in the fridge, freezer and all cracks and crevices. A trail of glass shards spread from where the delivery truck parked all the way throughout my house to the kitchen. Unfortunately i didn't realize this until they left. After calling and speaking to several people they said they could swap it out in a week. Unacceptable. They figure out a way to bump up the delivery to an earlier date. Delivery guys just came without a fridge. They said on their sheet they could see that they should have a fridge to exchange but there's no fridge in their truck. So we call the warehouse who says that they have the fridge but just didn't have the time to load it on the truck. Oops, so sorry we can offer you a $25 gift card for your trouble! What!? Gee thanks. So now we are scheduled out for another week. We'll see if it shows....