Best Buy — Local services in Citrus Heights

I'm supremely frustrated and disappointed in the customer service I received at Best Buy #364 at 6110 Bridcage Centre Lane in Citrus Heights CA.

I went there looking for a product that had a specific function and was told that the product I ended up buying did exactly what I needed it to do. That however was not the case, the product did not perform as that sales associate told me it would. I had purchased two of these items, one was in stock and one had to be ordered and brought in. I specifically asked the sales associate to bring the second item into the store and I would pick it up once it arrived. The sales associate did not set up delivery to the store as I had asked and had set up the delivery to my home which didn't work for me because no one would be there to receive it. At this point this particular Best Buy was 0 for 2 in meeting my needs. When I went to go and return the product that I had taken with me and cancel the one that was supposed to be shipped in the one that I had with me was returned without any issue. That is when I found out they had shipped the product to the wrong address. They then told me that the product was going to be shipped directly to me and that they could not process the refund until they have the product in hand which I completely understand. They proceeded to tell me that I needed to contact the carrier, in this case UPS, and try to get the package rerouted to a UPS store then go pick the product up at The UPS store and then return it to the Best Buy location for my refund. At no point was a manager brought over to try to resolve the situation. At no point did anyone offer to try to contact UPS to try to get the package redirected to their store, the problem was left at my feet with me to figure it out, for me to fix it and then come back to their store and get a refund and then wait an additional 7 to 10 business days for my money to appear in the account. With everything that is going on today I understand there are certain limitations specifically for retail businesses but I myself am a manager for a high volume retail company. On a daily basis I deal with a variety of customer service issues, shipping issues, messed up orders and anything else that could possibly go wrong under the roof of a retail store. At the forefront of everyone's job is customer service, customer service trumps everything. The fact that no one at this Best Buy location even attempted to step up and fix the problem that was created with selling me the wrong product and shipping it to the wrong address is the reason why I'm posting this negative review. I completely understand that companies have certain protocols and are limited by their operating systems on what they can do at the store level but the fact that there was no attempt by anyone in that store to reach out to the carrier, to reach up the chain of command and find a manager to ensure that this was taken care of is the reason why I'm so frustrated. In all my years of customer service and of working in retail related businesses I have never seen a team so quickly to throw up their hands in the air and say you need to jump through these hoops in order to get your money back even though we sold you the incorrect product and we ship it to the incorrect address. If this message finds its way to the management team at the Best Buy at 6110 Birdcage Centre Lane in Citrus Heights California I hope that they use this as a training tool to hone and develop better customer service skills. Fortunately for me there are multiple Best Buy locations in the area that I live in so I no longer have to shop with this particular store. This is an unfortunate stain on a company that I've done business with for years and have had successful transactions at other locations. With this poor performance on a relatively simple customer service issue I can't in good faith give them my business any longer. A simple showing of effort would have made all the difference...

My family and I had an hostile shopping experience. Which was created by the prejudice employees who have tried to justify their faults with stating their minorities of another race, but wrong is wrong, and based on this shopping experience it could not be justified.

On, Friday, September 19, 2024, at around the 5pm o’clock hour my family and I went into the store to pick up my in store pick up order, in which please take note was paid for days in advance before the order was ready at the Best Buy in Citrus Heights, California. As soon as we parked and got out of the car we noticed a Caucasian male, who was almost bald, employee smoking a cigarette outside on the Best Buy store premises. As soon as this male, whom we were told his name was Justin noticed my family and I, he immediately put out his cigarette and began to follow us into the Best Buy Store in Citrus Heights, California.

I immediately noticed the prejudice then, so as we walked into the in store customer service line, I requested to speak with a manager about our targeted experience. As we stood in line we noticed Justin watching us closely on camera and off camera at the entrance of the store building. We also noticed that no security was standing to monitor other customers prior to Justin walking into the Best Buy building because no employee stood there until after he noticed us. I knew within the moments we were being targeted due to prejudice. My family and I had done nothing to cause their actions, and the only suspicion to justify this situation could be prejudice based off our race, and the false assumption of larceny.

I spoken with Miguel, the assistant manager of Best Buy at the Citrus Heights, California location and I immediately explained to him that my family and I were being targeted due to prejudice, and we explained our experience with their store employee Justin. I explained to Miguel that this experience was also an experience for my 11-year-old son, and my 7-year-old son whom were both with us, and that this is the first experience we’ve ever encountered in their store, since we have shopped here for years. Within the last two months we purchased in store items in which they have been inside of our home to deliver this items, and also have been in our home to pick up items. Their employees who’ve been to our home twice are aware that we live in the suburbs. Miguel began to jump to offense and explain that he is a minority, and that if he look at the cameras and if he feels there was something wrong he would address it. I was immediately baffled at his response because he based it on how “he would feel” regarding the situation rather than how my family and I felt and experienced. That is wrong. I told him right is right and wrong is wrong and there is no justification that can be made on their error.

After picking up my products with Miguel, we were followed out of the store with AP and again, Justin. We have recorded our entire in store experience, and I am sadden that this situation leaves me and my family feeling unresolved with their store employees, and manager.

I have strong reasons to believe that this is a new normal practice within their store, and created by their employees, and the customer service provided is very selective due to prejudice.

Things to be aware of when you shop there:

They are harassing customers as they shop in their store, speaking poorly about you in an earpiece device, or handheld device to text about you and plot against you.

They are selective in choosing which customers to be “nice” to and to provide customer service to.

When you try to resolve the issue in store, you are completely dismissed to do so due to their false excuses to justify the situation.

The local news should be aware of the amount of prejudice they are causing to the community and creating a hostile environment for innocent customers like my...

Steve at Best Buy was absolutely incredible throughout our car stereo installation. We brought him an older car with a factory amplifier that made installation far from straightforward.

Steve started with the recommended parts and even reached out to the harness manufacturer’s tech support when things didn’t work as expected. Despite their inability to resolve the issue, Steve didn’t give up. He asked us to bring the car back so he could try more solutions, which worked out perfectly since my other daughter wasn’t using her car, so we were able to leave it with him.

Over the course of the installation, Steve tested multiple harnesses and discovered several errors in the manufacturers’ documentation. He didn’t just work around it, he contacted the harness makers directly and escalated the issues. He also reached out to Best Buy’s internal car audio team for help. When no one else could get the system to work properly, Steve came up with a new plan bypassing the factory amplifier entirely.

That solution worked like a charm. The stereo now sounds crisp, clean, and powerful even at loud volumes. While we did lose the factory subwoofer in the process, my daughter was thrilled with the result.

Steve also got the reverse camera working, something that most installers told us wasn’t even possible. Though I think most were suprised it had one.

Throughout the process, Steve communicated openly and honestly, keeping me in the loop at every stage. His professionalism, creativity, and deep expertise really showed, and I can say without hesitation that he was an absolute pleasure to work with.

In the end, Steve attributed the issues to the rare nature of the car and its factory amp system, which wasn’t fully supported by aftermarket adapter manufacturers. But thanks to Steve’s persistence and dedication, we ended up with a system that not only works but exceeds expectations.

If you're looking for a great car stereo install experience, I highly recommend the Citrus Heights Best Buy and...