Best Buy — Local services in Downey

This BB store tried to cheat me. It took me 40 mins each way to come here to pickup a soundbar ordered online, and I arrived @~4.pm on 5/21. Note: All new ones were sold out online, and the only left was an open-box EXCELLENT one at this location, supposed to be "look brand new, all accessories in retail box"). Instead, they gave me a soundbar and subwoofer with heavy dents and scratches, no accessories, no remotes, no HDMI cables, no manual, no wall mount, no box, just 2 power cords without the 19V power adapter. Of course, I refused it. I told them that I would accept it if they changed its correct condition to Open-Box FAIR and its correct price. The CS girl refused. Then I asked to meet a manager. Another guy that I was not sure if he was her manager came and also refused to correct it. So I returned it to get refund. Wasted my time and my gas for nothing. Off topic: worse and worse, my car got hit from the back on freeway on my way to BB there. Yes, all for nothing! Then I came home and 4, 5 hours later, I checked BB website again and found it listed as an Open-Box FAIR available at this Downey location. So I ordered it again for pickup (only 1 in stock due to this model discontinue). 2 days later, I came to pick it up. To make sure it was still working, I asked them to test it by turning it on. They agreed and tried to do it, but without the 19V power adapter, and they searched in store for any 19V adapter available and found none. So they couldn't test it instore, and I brought it home. I tested it with a 19V power adapter from my working and exact same soundbar at home. Guess what, it didn't turn on, no power at all. So the BB staff here didn't test this non working open-box soundbar at all and listed it as in excellent condition first, then customer refused it, they changed it to open-box fair to continue to sell it. Wasted my time and my gas again and again (40 mins each way,) gave customers like me a lot of hassle just for an Open-Box soundbar. And of course, I came to a local BB store...

I am writing to express my concern regarding a recent experience I had at one of your store locations involving a damaged television I purchased.

Shortly after purchasing the TV, I noticed a long streak line appearing on the screen. I visited the store’s customer service desk to report the issue and showed photos of the damage. The representative I spoke with advised me to bring the TV to the store so it could be inspected and either serviced or replaced.

A week later, when I was able to arrange help to transport the TV, I brought it to the store as instructed. Upon arrival, I explained the situation to the manager on duty, Luis, and informed him that we were returning the TV per the guidance of the customer service representative. However, the manager informed us that the store does not accept televisions larger than 42 inches for returns or exchanges.

We explained that this information had not been communicated to us previously and that we had been explicitly told to bring the TV in. Despite this, the manager refused to make an exception or offer any form of assistance. His response came across as dismissive and lacking empathy, which was disappointing given the effort required to transport such a large TV based on the instructions we were given.

I believe this situation reflects a breakdown in communication and a need for better employee training to ensure consistent and accurate information is provided to customers. Had we been informed of the size limitation from the beginning, we would not have gone through the trouble of bringing the TV back to the store.

I would appreciate it if this matter could be reviewed and addressed appropriately. I would also like guidance on the next steps for having my television serviced or replaced.

Thank you for your time and attention to this matter. I look forward to...

Horrible. I took my brother to get a monitor since ours didn't turn on anymore and it was old. My brother purchased a $400 monitor. We got home and the screen was broken from a corner. We drove back and they had us make a very long line to go into the store. They didn't care even though we told them that my brother had to work in less than an hour and that it wasn't our fault that they sold us a broken monitor. Then, when we were at the Customer Service desk, the guy saw the monitor and called the manager over. She nodded and said can't return. I got upset and then she said that they were going to inspect the box. The box had no damages and it was only the monitor that was damaged. I'm sure she assumed that we probably damaged the monitor when we got home or when trying to install it. It will be the last time I will shop at this store. Her assumptions were offensive to me because she categorized us as dishonest customers. It's not like they sell their products opened where we are able to see what we are buying. Or it's not in a transparent box where we are able to see what's inside. The monitor is sold in a sealed box. So why even assume that we damaged it if they don't even know the products condition. It would be different if they saw what they were selling to us and now they would have a reason to say that we damaged it. Unbelievable, horrible customer service. The guy said because a lot of people return items (especially TVs) that they broke themselves means that everyone does the same. Just be careful. Check what your buying. Because then you'll fall as a "dishonest customer" to them and they'll want to keep your money. Just because "they think you broke it when removing it from the package." It's really sad. Just a warning. That was my...