Best Buy — Local services in Burbank

I CANNOT BELIEVE this location has an above 1 to maybe 2 star rating. So my husband had taken my laptop I to geek squad that I bought along with a $200 Total Tech membership that supposedly offers 100% coverage. husband and I have taken in products and picked them up interchangeably as we are both on the account. So my husband went out of the country and as scheduled I went in to pick up my laptop. I was introduced to the most rude lady who said because my husband dropped it off only he could pick it up and also mentioned because the technician deemed the laptop unable to be fixed because of the mother board being soldered to the laptop hardware so it will be a "junk out" where they give u a store credit gift card in the amount of the laptop at the time of purchase. Mind you I'm still a total tech member as I stand there trying to get this handled. I explained that's not right we are both on the account and not only that but you can see from our history of repairs that we have both interchangeably picked up our devices with no problems or ever having to give verbal consent to the other picking up said devices because we're both on the account. Asked for my or his ID while picking up?? Yes absolutely because they match it to the names on the account. I asked for the manager to which she rolled her eyes and went to the back. After being gone for 10 minutes she returns with another woman who is already giving me attitude by saying "whats the problem" with a very bothered tone of voice. So while repeating myself as the geek squad manager and other employee stand before me the manager cuts me off before I even finish explaining and literally just repeats the exact thing that the first employee said as if they are buddies and she went back there told her the situation and against policy or the best interest of the customer she basically refused to release my laptop to me irregardless of the fact that I'm on the account as well. Furious I left empty handed. Little did I know in 1.5 weeks time my total tech membership would expire, which after the way I had been treated I was far from keen on spending another 200 dollars to be treated like garbage. Coincidentally a few days after my total tech membership expires I get a call from best buy on my phone by the very Same "manager" that treated me so poorly and lied to me profusely. She stated that that laptop has been stored in the closet too long and end of the week the closet would be "cleared out" and my laptop would be thrown away. I stated that I don't know what they want me to do my husband isn't back from his business trip for another 3 weeks. To which she replied well if u can come in before the end of the week she will "make an exception this time" I said so now u can make an exception why couldn't you make an exception when I was there to handle it? she brushed me off and said ok so I'll make a note of it in the computer so make sure your here before the end of the week. I went in the next day. A fellow helped me and went to the back and returned with the laptop. I explained no i was told by both employee and manager it is a "junk out" and I was covered under my total tech membership to have the laptop replaced via a store card for the amount I paid for the laptop. Again having the misfortune of the same manager coming to "help" she said no u aren't a total tech member anymore so the device is not covered. I said but it was when u deemed it unfit to be fixed and the decision was made to have it replaced since I was covered but YOU refused to release it to me so no I am covered. She wouldn't budge and made me leave with a paperweight laptop and out 200 bucks to not be covered. FUMING I went to a different best buy location where the gentleman at the geek squad heard me out and said ok lets see what's going on. He returned to tell me that I was lied to and it was a "GARBAGE MOVE" It should have been replaced. Needless to say I've been in touch with a lawyer who said this is an open and closed case not to mention the money I lost from not being able to work...

09/20/25 This review is based on my experience when visiting Best Buy. I went to the Best Buy at the Empire Center in Burbank to get a mobile phone and a plan. When I first arrived, there were about 5 associates in the mobile section with no customers at that time. I asked one of them a couple of questions, but he didn’t know the answers.I asked him if there was someone who actually knew about the phones, and he said, "I actually don’t work in this department."So I went to look at the phones and took several minutes deciding which one I wanted to get. I went to the desk, and there was no one there. There was another guy also waiting. He said he had been waiting for 10 minutes, but no one had shown up.I went and asked another associate to please call someone to help us out. After a few minutes, associate Angel came over to help. I told him I wanted to find out about a certain phone and the plans. He said he didn’t know anything about it and that the two associates that work in that department had gone to lunch at the same time.I asked him for a manager, and he said, “I am the store manager right now.”I asked him, "So you are the store manager?" and he said yes. I told him as a manager he should know better than to send the only two associates to lunch at the same time. He just laughed, and I couldn’t understand what he said.I asked him; I wanted to get the regular store manager’s name. He said he didn’t know who it was and would have to look it up but not at the moment. I then asked him if I could talk to another manager, and he said I could but it would only be a department supervisor, and again said he was the store manager, laughing as he said it. I decided to go ask in the front. I asked another associate the name of the store manager, and he said it was Veronica.I asked for the last name too, and he said he didn’t know it. I asked if I could talk to someone that might know it. He then pointed to another associate and said he will probably be able to help. I turned towards that associate and explained what had just happened. He told me his name was Chris and he was the general manager in training. We talked about the issue a bit more, including sending the only two mobile department associates to lunch at the same time. He agreed with me that it should not have happened.

Chris apologized and said he would be talking to Angel about it. I asked him if Angel was above his position, and he said no. I am above Angel’s position and again said he would be talking to him about it. When associates at a large company like Best Buy behave in that manner, it shows the poor job upper management in the store is doing, starting with the store manager. If an associate like Angel, even if he is a supervisor or a department manager, can represent himself as the store manager, it shows the lack of supervision or consequences going on.Especially that Chris, the general manager in training, was available at the time, something that Angel had to know but still said there was no one above him and he was the store manager at that time. My experience left me with a feeling that at this store there is a lack of training, supervision, and consequences, the reason associates are doing as they please. I will also file a complaint with corporate. I believe it’s important for them to know what is going on...

Worst customer Service from the Mobile Team at this location but not as bad as the Los Feliz store, which is how this fiasco began. So my partner did a store pick up at the Los Feliz Store that came to me scratched on 12/22/19 and they refused to exchange it for us when we returned on Christmas Eve. I literally took it out the box the next day to purchase a new screen protector and Sprint told us that someone put the plastic over the screen to cover the scratches and that it was not easy to see unless they removed it.

Best Buy's Customer Service and Live Chat stated that regardless of the condition it was in they need to honor the 14 day Exchange/Return policy at ANY BEST BUY LOCATION. So after Los Feliz lied to us and told us to go back to Customer service we called Customer Service again who said that was not the case and that we should try another store and that they promised that the Burbank would not treat us rudely and unprofessionally like the Los Feliz store.

Well unfortunately it was almost the same situation. The Mobile Manager who covered her name tag and refused to tell us her name was approached by one of her team members after we explained the situation. She had dark blackish brown hair, short, white, maybe Persian or Armenian? Anyway this Mobile Manager tried to send us back to Los Feliz and yelled at us with an attitude and we again told her that "CORPORATE CUSTOMER SERVICE JUST TOLD US THAT WE WOULD NOT HAVE THIS ISSUE WITH THE BURBANK STORE AND THAT WE COULD EXCHANGE THE PHONE REGARDLESS OF THE DAMAGE THAT LOS FELIZ'S STORE SOLD TO US." Her response was to continue to yell at us and say, "WELL I DON'T KNOW WHERE THIS DAMAGEEEEE CAME FROM SO HOW WOULD I KNOW?! WE DON'T SELL PHONES THAT ARE DAMAGED! IF WE RETURN THIS PHONE FOR AN EXCHANGE I AM GOING TO CHARGE YOU A $45 RESTOCKING FEE BECAUSE GEEK SQUAD IS GOING TO EXAMINE THIS PHONE TO MAKE SURE YOU DID NOT SCRATCH IT YOURSELVES!"

So we paid the $45 and it was so obvious she did not like that we did not leave because she hesitated and then told her associate Oscar to process it for us and then left the entire time we were there. Is that how you treat Customers especially on Christmas Eve? I mean do not tell people you have a 14 day policy only to not honor it especially if your own Corporate Customer Service is the one telling us to go to any Best Buy Store to exchange it without any incidents. We have alerted this to Best Buy's Customer Service and Corporate Office and filed a complaint with them regarding this store and the Los Feliz store and when they do contact me back I will address all of these issues. You should not treat customers this way. If you want to be yelled at in front of your staff and customers that is how the Burbank Best Buy's Mobile Manager treats you on a Christmas Eve holiday no less. Do not get a phone upgrade here if that is how you want...