Best Buy — Local services in Los Angeles

To the General Manager of Best Buy Atwater Village,

I’m writing this review in hopes of speaking directly with you regarding a deeply disappointing and upsetting experience I had at your store. As a former Best Buy employee with over eight years of service, I’ve always held this company and its values in high regard. This store, in particular, used to be my favorite location, and I’ve remained a loyal customer. However, my recent visit left my wife and me feeling humiliated and disrespected, and I feel this needs to be addressed at the highest level.

During our visit, we purchased two televisions (a 65-inch and a 70-inch) from your store. After completing our transaction at the register, we returned to the sales floor to pick up the TVs ourselves, as no one was available to assist us. Instead of being met with help or support, we were stopped and aggressively approached by members of your Asset Management Protection team, who accused us of stealing the TVs. They demanded our receipt and suggested we didn’t have one, despite the fact that we had already paid for the products before even touching the TVs.

We had received our receipt via email, not in paper form, which seemed to confuse your team further. However, that is no excuse for how we were treated. The only reason we carried the TVs ourselves was because there was no one available to assist us, but instead of understanding this, your team chose to treat us as if we were criminals. Worse, the entire interaction felt racially motivated. My wife and I were unfairly and unjustly profiled, as there was no reason to suspect theft. This experience left us feeling humiliated and deeply disrespected.

To add to the context, I had just purchased a laptop from your store the week prior. I’ve been a loyal customer for years and have always supported Best Buy as both an employee and a customer. I cannot express how disheartening it is to have been treated in such a discriminatory manner by a company I’ve held in such high regard.

I am requesting an immediate apology from your Asset Management Protection team for the way my wife and I were treated. This situation needs to be addressed to ensure that no other customer has to endure this kind of mistreatment. If this is not resolved promptly, I will have no choice but to escalate this situation to Best Buy’s corporate office.

I still love this company and believe in what it stands for, but this experience has shaken that belief. Please take this matter seriously and contact me directly to discuss how this situation can be made right. I know the companies policy and this indivudal who stopped us truly needs training to protect the brand and legacy of Best Buy.

Sincerely, James McCarter (Former Best Buy Employee and...

Do not buy a TV here. They don’t explain their policies ahead of time. They don’t explain once you take the TV out of the store now you’re on your own now, even if the TV was already damaged before and you just didn’t know it until you opened the box. If it was cracked, or anything wrong with it, as long as the TV BOX was fine when you bought it whatever happens after that it’s not on them. Even if you know you didn’t mishandle or break it and you believe the TV was given to the store that way, you can’t return it. They won’t accept it. They didn’t explain that to us about “geek squad” how they can deliver and install that way if something was already wrong with the tv it would be on them not us. The manager said it’s our responsibly to ask if we don’t feel comfortable installing the tv. You know your policies maybe you need to teach your workers to explain everything. I don’t work for you, I’m just a customer who would like to know everything regarding damages to a TV ahead of time. Clearly we do feel comfortable installing we’ve done it before so why would I ask? That’s not the issue. The issue is that if the TV was already not working the only chance we had for it not to fall on us was not handling it ourselves but by the geek squad. They should really encourage everyone to use and pay extra for their service in case there’s any issues with the TV but they don’t. Why? Maybe because they know they have received damaged products and they still want to sell and not be responsible for damaged items they have already received. So they don’t explain to you your rights or their policies as they should when buying expensive electronics. WILL NEVER BUY AGAIN. The manager was very rude and cocky to say it’s out fault for not asking. It’s your store, if you want to sell products and have good ratings you should really advocate for your clients and tell them their rights ahead of time when buying super...

Best Buy in Atwater Village on Los Feliz Blvd in L.A.

Atrocious customer service

I tried to return a tv that arrived broken/damaged (screen was separated from tv at the top) to my house two days ago. The Best Buy website says unequivocally that I can return in store. Vince, the manager, wouldn’t let me return it BECAUSE it was broken- the irony!- and was completely hostile, rude, nasty, and aggressive. He acted like the fact that it arrived broken was my fault! He was surly and just plain rude. He didn’t even express any concern for me as a customer who had bought a tv that had arrived broken, shipped from his company! The most basic thing any manager would have said before anything else is, “I’m sorry the TV arrived broken” He said no such thing- from the first second he implied that I broke it, he refused to accept that it arrived broken, he refused to even acknowledge that this was an inconvenient situation for a customer. He was accusatory rather than nice for even the first second! When I asked basic questions about how I could return the TV otherwise since I am unable to ship it (I am just visiting a friend, don’t live here) and pointed out that the website said I could return the TV in the store, he was rude and abrupt and walked away. I had basic questions in order to resolve the issue that he refused to answer. When I asked his name he was hostile and nasty and walked away. Never for one second from the first moment he spoke to me was he remotely polite, helpful, or anything but unbelievably rude.

I have never experienced such rude, nasty, hostile, inconsiderate and menacing customer service in any store in my life, anywhere. I will never buy anything from any Best Buy ever again because they treat their customers like garbage.

I have NEVER reported an employee of any store before either, but Vince is absolutely atrocious at his job and has made it so I will never buy anything from his...