Best Buy — Local services in Fullerton

Picked up my Samsung Fold 7 at about 8pm on launch day July 25th at about 8pm and out of  the box the plastic hinge part was out of the frame of the top of the screen creating a gap between the screen and the box and on first open of the box the phone screen was broken because of the defect.

Immediately contacted Samsung on the 25th and they said it's defect and is willing to replace it but since I did buy online pick up at Best Buy they are saying I need to go to best buy to replace it and gave me a case.

Called Best Buy Corp on the 26th to confirm this is true and they confirmed it and also gave me case number as well for the exchange / return.

I initially to it to the Anaheim store as Best Buy corp told me that this was the closest location to me that has it in stock for a replacement.

I arrive there and store refuse to exchange or return.

Store employees / manager refusing proper escalation path by refusing to provide DM contact info all starting with the manager of the Anaheim store (123 Orange Fair Mall Fullerton CA 92832 Cassandra Watson who takes it upon herself to not follow Best Buy policy and their partner agreement with Samsung by allow the return or exchange because she claims she can deny anything as it's her store).

She tells me I have to take it to the original store that it was picked up at (120 E Imperial Hwy, Fullerton, CA 92835).  I ask her why as Best Buy corp says I can return exchange to any store she again said it's her store and she can refuse. I asked her you can deviate from Best Buy policies and she did not comment.  I asked for district manager info and she refused to give me contact information. I left and later went to the original store as she instructed.

Few hours later I get to (120 E Imperial Hwy, Fullerton, CA 92835) and there are no manager in the store just two supervisors by the name of Josh and both claim they were instructed by Cassandra to deny my return. So why would she even refer me back to this store if she was going to block my return to a different store other than waste my time.

While in store I even had Samsung manager on the phone on speaker and Samsung was directly telling the supervisors per their agreement with Best Buy the store is required to accept the return as it's already been approved by Samsung and this the only way the device can be returned as it was a Best Buy pickup and they still denied the return.  The Samsung manager asked the supervisor if he was aware of Best Buy policy / Samsung agreement for their marketplace orders and Josh said yes, the Samsung manager asked him why are you denying the return then, he said because he can and because a Cassandra told him not to accept it.

I asked them to get in contact with their store manager they refused to do so as they said he is off. I explained to Josh your manager is salary so you can call him, he refused. I asked for his name and contact info and only provided his name Jordan Baron and said I can come back on Tuesday when he is here. I explained I'm not going to have to miss work for a 3rd attempt to return and he said that's the only way. I asked for DM contact information he again refused to do so. I asked him for the DM name and he said it's Sandy Pilnacorn and best he can do is teams her my info for a call back in 24 hours.  24 hours later I still have not been contacted.

Samsung escalated the case as a violation of their agreement with Best Buy.  I already escalated to BBB and Best Buy CEO office and will next get American Express involved to reverse payment as right now I have a $2000+ dollar paperweight due to employees not...

I cant begin to express my frustration with this store, but I'll try. Brought a laptop into Geek Squad and never got a call back saying it was ready for pick-up, so I called them and it had been ready for 2 days! went to pick it up and when I got there, they said I had to have an appointment to pick-up even though I had just called them and spoke with an associate who said that I could come pick it up right then. So that was the first time I spent 20 minutes driving to this best buy location only to be sent home without my laptop and then have to return after making an appointment. The next time I brought my PC to Geek Squad because it had a virus and everything went well until I got home and realized that they had done something to my adobe flash player and all the faunt type/size on my desktop and the faunt type/size of internet sites had been changed, long story long, I spent another 3 hours with Geek Squad over the phone, because to fix the problem they had to remotely take control of my computer and fix the problem that this Best Buys Geek Squad caused. Then I needed a new router and was recommended one by a Best Buy sales associate who assured me that an Apple router would easily connect to my Samsumg PC.... except it didn't!!! spend another few hours online trying to figure out why it wouldn't work before I took it back and exchanged it for another router which the same sales associate assured me would be easy to set up and this time he would have been correct except for the fact that even after using Geek Squad to fix my computer not once but twice, they still didn't correct the problems that they had caused from the original time I had taken the computer to Geek Squad so it took Netgears customer service (my new router is made by (Netgear) 4 hours over the phone to finally find out why this router wouldn't connect to my computer and it was a simple piece of software that Geek Squad had deleted on one of my previous encounters with them.

The only reason I continue to go back is because the store is now located right across the street from where I live (I moved) but now I have no faith in this store, because it seems that everytime I go there I encounter a long wait or someone who doesn't know what there talking about. One last thing, has anyone noticed that when you purchase something that a sales associate has recommended, they ask you if your done shopping so that specific person can ring you up? I thought that they might work on commission but I asked a sales associate and they said that they do not work on commission, I just find it odd that they always want to sell you some specific item even if it isn't exactly what you need and then want you to buy it right then before doing...

Why do you have a store if you don’t want people to go? Having securities at the front to intimidate customers. 9/20/23 0300 or 1500 security time. I just got back from here buying a movie because I’m a collector of physical media and the one thing I liked of this store is they are stocked with what I want.

I enter the building and one security on a chair and another one comes by him looks at me suspicious asking if he can help with anything and I said NO which was shocking to him. What? People can’t browse the store and decided if they do or do not want something? Can’t just look at things.

After I checked out with the movie I bought and on my way out the security in the chair tries to stare me down thinking he’s gonna intimidate me. One the guy should work on his intimidation game because that thing did not work. Cause I called him out on it wants to start he’s whole “get out of here” argument securities please. Is it Allied Universal they’re contracted through? I worked with Allied and still remember the training videos. We’re not there to act like cops and we’re not there to use intimidation tactics. This guy on the chair also as I’m walking out to utters “tell your boy we’re gonna get him” what boy? My friends who don’t live around here? How delusional are these securities. Aren’t they armed too? Someone must’ve got away with something at this store before and they think I’m one of them I don’t know if this is cause I came in dress in black and had a mask on which by the way I had because I had COVID a few weeks ago. You’re securities need to go back to training and how to treat people and also there is nothing gangster about them. As much as they may think cause they have security on their shirt and are armed. Even when I had my shirt I didn’t play like them. Disrespectful and...