Best Buy — Local services in Folsom

Tried to get a car stereo system that I purchased from Crutchfield installed today - FAIL.

In short, I purchased a system from Crutchfield, to save money. Crutchfield directed me to Best Buy to get the system installed.

It takes awhile to get car audio installation done at Best Buy. I waited 3 weeks for this appointment with Best Buy. I made the appointment with them right after I purchased from Crutchfield.

I talked to 3 Crutchfield car stereo experts beforehand, did the research with them, then bought an Infinity speaker system. All 3 car stereo experts told me that I did not need an amp for this stereo system, explained why, and I understood.

Two days before I was supposed to get my car stereo installed, Stephan from Best Buy called me and was really intense and worried about the installation, that something was wrong. I said that I'd call him back and we'd get this resolved. So I did. The day before my Best Buy installation appointment, I facilitated a 3-way call with a Crutchfield car audio expert and Stephan at Best Buy, in order to let the car stereo experts talk this seeming issue out, and Stephan AGREED with them over the phone about my purchase/choice, that it would fit my car, that it would work, that it would be OK. So, all was good, right? Wrong. When I showed up the next morning for the car audio installation, alone, smiling, excited about getting this new system installed, Stephan was ready to give me a piece of his mind. I had no idea I would be walking into the storm.

I do not have car installation audio experience. I trusted what 3 Crutchfield car audio experts assured me was enough. Stephan at Best Buy was ready for battle. No smiling, no friendly demeanor, just righteous determination that I was making the wrong choice for my car.

Stephan at Best Buy in Folsom said that I did, in fact, need an amp. He insisted that I needed one, lecturing at me for 25 minutes (during scheduled time that I should've been getting my car speakers installed) about why I needed an amp, trying to get me to understand, telling me that I probably would not hear much of a difference from my factory installed base model currently in my car versus an Infinity car speaker system, because he has been installing car stereos for 15 years, etc.

Stephan CLEARLY DID NOT WANT TO INSTALL MY SPEAKERS.

I felt attacked and sideswiped. Why couldn't he just do his job? I kept on asking, "What do you want from me?" as my head was spinning. It was a sh*tshow. He angrily placed my components back into the box, and said he was calling his manager to deal with me. She came out to the installation garage. She assured me that he has been installing car stereos for 15 years and knows what he is talking about. I was a wreck at this point, because I had just endured him talking down to me and leading me in circles, going nowhere, and I was inconsolable by then. He would not install my car audio system, and I was afraid to have him do it anyway at this point, so I left.

In the car driving away, I called Crutchfield and told them what happened. They were floored! They had never heard of anything like this ever happening. I talked to 2 people at Crutchfield and they told me that all he needed to do was install the speakers, that there was nothing wrong with the system they designed for me, that it would work great, fit my car, everything.

The kind and helpful people at Crutchfield sent me to another car audio installer in my area. The new installer (Mobile Evolutions in Shingle Springs) told me that I might need an amp, but probably not, and "let's see how it sounds after we get it installed", and that "there should not be an issue". They also said that all the components were chosen correctly for my car and Infinity was nice system to have. They'd install everything and "we'd listen together to see if this was what I needed". Kind, right? Helpful, right? Easy, right?

WAS THAT SO HARD BEST BUY?

For the love of God, the drama in this situation was uncalled for. I will never ever do business with Best Buy...

I went to Best Buy specifically to resolve an issue I had with my iPhone. I would've gone to the Apple store but because of COVID, Apple stores are indefinitely closed in California. The issue I had was one of my rear cameras was malfunctioning. My flash was also not working if I was trying to turn it on through the control center. However, my zoomed-in camera lens (the 2x lens) was working and flash would work if accessed through a third-party app. I tried everything before going to Best Buy -- I did both a soft and hard reset of my phone, I "massaged" the area around my camera as per the advice of some online forums, etc. Nothing worked so I scheduled an appointment with Geek Squad.

For what it's worth, Geek Squad is prompt and efficient. If you schedule an appointment, they check you in and get started at the time of your appointment. The person that helped me was very kind. However, that's about the extent of my positive experience with Geek Squad. I told the man that helped me VERY specifically what my problem was. He said it might just be a camera replacement problem that would cost $80. I was very hopeful! But then, instead of cracking into my phone and replacing my camera, he ran a diagnostic test that Apple provides. The diagnostic test said that both my rear cameras AND my front facing camera AND my face recognition function had failed. How is that possible? Less than half an hour prior all but one of those functions were working?

Well, the man told me that I would have to send my phone in to Apple and that it would cost a whopping $550 dollars to repair it. He was very honest and told me that it would be a better option to just wait and upgrade my phone or trade it in. And I understand that this is probably all Apple/Best Buy trained him to do so I am not blaming him whatsoever. However, I was super upset because I had walked into the store with only one problematic camera, and was leaving with three. Luckily, I restarted my phone later that night and my 2x lens and front lens were back to normal. But what gives? How is it that I went in with only one problem and came out with more?

Fortunately I was able to fix my camera by going to an unaffiliated phone repair shop. They were extremely helpful and said I would just need a camera replacement. Got my camera fixed in only 20 minutes and it only cost me $150.

TLDR: The Geek Squad customer service is good, but the actual fixing-your-technology element (aka the most important part of the service) leaves MUCH...

I have been a loyal Best Buy customer for 17 years, frequently shopping at the Citrus Heights location without ever encountering an issue. However, my recent experience at the Folsom store was absolutely appalling and has made me seriously question how a company I’ve supported for nearly two decades could treat its customers so poorly.

While attempting to return an item, I was confronted by the store’s General Manager, Mr. Viral, who rudely and dismissively informed me that the item was not eligible for an in-store return. At no point during my purchase was I ever informed of this policy. Rather than offering any assistance, clarification, or even basic respect, he escalated the situation in an unprofessional and hostile manner. Shockingly, he went so far as to kick me out of the store and ban me from shopping there altogether.

I was completely stunned and humiliated. Is this how Best Buy treats its long-time, loyal customers? For context, I spend an average of $5,000 annually with your company and have been a dedicated customer for years. None of that seemed to matter to this manager, who showed zero regard for my concerns, my loyalty, or the basic principles of customer service.

To make matters worse, the item in question had already caused me significant frustration. It was lost in transit for over a week before I finally received it. By that point, I had already purchased the same item from a competitor to avoid further inconvenience. The return was supposed to be a straightforward process, yet it turned into a humiliating and infuriating ordeal.

This entire experience has been nothing short of a nightmare. I am furious and deeply disappointed. I never expected such blatant disrespect and unprofessionalism from Best Buy, a company I’ve trusted and supported for so many years.

This situation is unacceptable, and I demand an immediate investigation into Mr. Viral’s behavior and a thorough review of how this issue was handled. If this is the level of service I can now expect, I will have no choice but to take my business elsewhere.

Respectfully

A loyal...