Best Buy — Local services in Los Angeles

I bought a dishwasher online and had purchased the installation services, installation kit. I got the product delivered on the installation date but the installation got stalled because they needed an additional extension part, so left for the day. They said I would get a call the next day and they would let me know what to do next. I waited for 3 days but no call came in. I called the customer care but due to high what time scheduled a call . But meanwhile I was also trying the geek squad support through online chat... was able to get hold of a person .. he helped with the next appointment but he said I need to go to the best buy store to pickup the missing accessories. I asked what item was and he said the guys in the store would help and the details are in the order history.

So I visit the shop so that I have the item before the next appointment....

I was asked to talk to the people who sit in the basement(Pacific Sales) ... so I went in and one guy offered to help... but before even checking the system for my order and the details, he concluded there was no such missing item described in the order history(oh what an arrogant confidence).. I again asked him to check the notes.. he said he had already done that and found nothing. I again emphasized that I just spoke yesterday and the online chat support said all the details would be available for the store person to find.

This guy had the attitude of dismissing my request.. he asked me multiple times to call online support for further details. I waited for a few more minutes by then he was able to find that there was in fact some history but that just said "extender kit" needed. No other description of the missing product.

Immediately seeing that description this guy said he does not have that part in his store and I need to get that from Home depot. So I asked what should I ask for in home depot.. part description. He again asked me to call the customer support for that as well.

My frustration is at multiple places... first the guys who came to install.. they could have provided a more detailed description of the product. Second the online chat support for wrongly suggesting me to visit the best buy shop instead of telling me that there is no much description of the missing part.

Thirdly on the store person for being dismissive and without any empathy. I told him that the appointment is next day morning so I need the specifics but he not providing any decent help.

So I canceled that order and proceeded to home depot. The experience was starkly different... the guy who attended me also did not know all the information but he was kind enough to go ask for someone who knows all about the installation process.. he was able to help me pick up the right accessories.

So the difference was in the attitude of the salesperson.

Thanks best buys for wasting 2...

I had the worst experience with Best Buy and their Geek Squad I’ve been an elite member for a few years back to back and hold a best buy credit card. On July 3, 2017 I bought a 55’ Insignia 4K TV model NS-55DR620NA18 On August 23, 2017 one of the speakers on the TV blew out I called customer service and I explained to the customer service rep that the speakers had blown and he proceeded to getting an order placed for the TV speakers. My appointment was set for 08/30/2017 12pm I was told the technician would have the parts that would be replaced. The geek squad representative, Craig, showed up today 08/30/2017 turned on the TV watched The Matrix and listened for the blown speaker he informed me that the order for the parts meant to be replaced got canceled. After watching TV for a few minutes Craig came to the conclusion that there was nothing wrong with my TV speakers and in his words said “The speakers are just crappy, that’s how they’re supposed to sound they sound like all the millions of TVs out there” and said he would not request the speakers to be replaced. I told him that was unacceptable because when I first got the TV the sound was good and there is a rumbling from the broken speaker. Craig said there was no way for him to verify this. I let Craig know that I would be speaking to the manager because my TV is definitely broken and I want to escalate the problem with someone who has a more technical background rather than being told that the equipment I bought was crappy. I called Best Buy in Sherman Oaks, CA (the location where the TV was purchased) I was put on hold for 45 minutes then I was hung up on. I called again and this time rather than being put on the phone with the store manager or Geek Squad manager like I requested my call was simply transferred over and over to different departments once again taking up about 40 minutes. I took screenshots of all my phone records. After 3 hours of hold time and constant redialing Geek squad would not replace my speakers or my TV instead they want to send another tech to come over and watch TV. I also called Insignia directly and they told me that I can take my TV to best buy and have them repair it there or simply replace my TV set, Geek squad refused to do either of that. I have 10 months left of warranty but Best Buy refuses to honor it. I am extremely disappointed in Best Buy this is my first experience with Geek Squad I have never before had technical issues so I can’t compare it to other experiences. I now have to wait 2 weeks for another Geek Squad tech to come to my house and listen to my speakers just so they can determine by ear if there is something wrong. If Best Buy/ Geek Squad cannot rectify their mistake I will seize to be a customer and file a complaint with the BBB. I urge others not to buy Insignia products and avoid their Geek Squad so...

If you have any in-store issues, do not bother to speak with or seek assistance from the store manager, Brian. He is not interested in providing customer service or resolving his in-store problems.

Our family visited the Best Buy location on Van Nuys Blvd and ordered two iPhone 14 Pro Plus Max cell phones for our Verizon Plan, added the Apple Protection, and followed that by purchasing a smart tv, sound bar, and other accessories items. The initial experience was pretty good. A lot of sales hustle and upselling, but that's to be expected when you go to a retail store. We asked many questions, and later, we learned that the information provided was false and held little to no merit.

Our two cell phones were scheduled to arrive at the store at a later date, One on 11/12/2022 and the Other on 11/19/2022. We called customer service on the due date, but they could not find our orders and kept us on hold for 20 minutes. The second call was the same. On the third call, we reached an in-store rep, and they finally located phone #1 after some searching. We told the rep that we would pick up both devices at the same time the other arrived the following week. The rep said yea no problem; they will be here. No one! Absolutely NO ONE ever told us that our phone would be sold to someone else if we didn't pick it up immediately, but that's what they did!

This was the kicker! The manager, Brian, blew us off and blamed it on us for not seeing an email notification stating that the phone would be returned to stock if we didn't pick it up within five days. We explained to him that his store's rep told us we could pick it up with our other phone when it arrived. With a very curt attitude about the matter, he essentially said it was our issue and there was nothing he could do to produce a phone. Very condescending, so I walked away to avoid saying what I was thinking and sought out another manager, Eddie. He was apologetic, but he could not do much because the issue was obviously internal. Brain crafted some nonsensical explanation that China was not shipping products. This is entirely untrue, I work in tech and telecom, and I am in direct contact with China daily about electronics and cellular devices (not iPhones) and shipments; there are no issues whatsoever.

Keep in mind at the time of the sale, we should have been notified of the information we would soon learn after attempting to pick up our purchases.

We then contacted our carrier and asked about the iPhone shipping and inventory issues happening in China; of course, there are none. We also learned very quickly that the $1800+ we were being charged at Best Buy was excessive, and our devices from Verizon are only $500 with our current plan. Also, the phones are available within two days.

Lesson Learned! Avoid Best...