Best Buy — Local services in Mission Viejo

Five years ago, I wrote a bad review about this location. But over the past several years, this Best Buy and others really had stepped up their game and deserving of a higher rating. BUT once again the real Best Buy came to the surface. Here is my recent horror story. It all started last April when I purchased a new home and decided to buy two 4K TVs from Best Buy and have them install it along with two others that I already owned. I got a fair deal on the two new TVs. But when I gave them my credit card, I was in shocked they charged me $1200 for the installations. I asked if they could provide any discounts and they said no. I wasn’t too happy but scheduled my install date which was 5 weeks out. I did so to ensure it occurred on the day I was taking off from work. A few days after I purchased my TVs and service, Best Buy announced their Total Tech Support Membership. For members, installations of any TVs were only $50! Of course, I went back to Best Buy, joined the service, & got a $1000 refund against my four installations! I was so happy until the day Best Buy was scheduled for the installations. They never showed up! I called Best Buy and they said there was some sort of “mix-up” and I need to reschedule. I was furious because I had reserved that date weeks in advance. I had to wait two more weeks before I had my TVs installed in my new home. Months later I would come to learn the real reasons for this “mix-up”. Here is where this story becomes clearer. Best Buy ended up contracting my installs to a 3rd party. They did an ok job but by no means a Geek Squad experience that I thought I was going to receive (& was promised when I purchased the TVs). Last August, I decided to take advantage of my Total Tech membership a second time. I wanted additional HDMI cables installed for three of the four TVs in my home. I went down to the Mission Viejo store to schedule an appointment. The Blue Shirt was very nice but indicated they were booked “months in advance” and could only schedule a third party for the installation. Although that wasn’t my ideal choice as a Total Tech member; I agreed, and we scheduled the first available appointment on September 3. I took that day off from work. I called in the morning to ensure they would be coming, and my appointment was confirmed. The time window was 2-6 PM. Around 5 PM I received a call saying I needed to reschedule because the installers had an “emergency”! I was furious! After calling the 800 number and on hold for 35 minutes, I rescheduled the appointment for the following Saturday between 12-4 PM. On Saturday morning, I couldn’t see my appointment online & called Best Buy Mission Viejo. They assured me my appointment was good. Around 3:30 PM, I called again because I hadn’t received any notice they were coming. They assured me everything was on schedule. Well, they never showed up! Not even a call from Best Buy. I was at the Costa Mesa Best Buy the next day & decided to speak to a manager for them to explain these events. They looked up my order number and I could see his facial expressions. He said that he would had never scheduled the appointment with a 3rd party because they don’t like doing this kind of work. He then said Best Buy Geek Squad was booked for months (into December) and he needed to call someone to get me a better date & get back to me. Guess what, he never did! The bottom line, I discovered that Best Buy Total Tech Membership is worthless! Because no one wants to do the job for such cheap rates including Best Buy themselves. I ended up contacting a professional company in my area and they did the job amazingly well. DO NOT BUY BEST BUY TOTAL TECH MEMEBERSHIP and do NOT purchase any Best Buy installation services. Go to a local professional. I am going to demand full refund on my membership and/or file multiple complaints with several...

Never ever purchase anything from Best Buy using a Best Buy credit card. Might be the worst customer experience I've ever had.

Went to purchase a washer/dryer from Best Buy. Were told that if we opened Best Buy credit card and paid balance off with first bill we would get 10% back in rewards. Considering it was a $2,000 purchase, this seemed like a great deal.

We paid off the balance immediately when we got the bill. A few days later our account was credited with rewards -- but only 5% instead of the promised 10%. Missing $100.

I called customer service. Spent more than an hour on the phone getting transferred from department to department. Finally spoke to someone who promised to help me. Didn't speak English well, but was very nice. Promised rewards would be credited within 5 business days.

Three weeks later the rewards have still not been credited. Called customer service again. Spent 20 minutes on phone getting transferred until finally getting to someone who said she could help. Very nice ... until I hear her accidentally hang up on me.

I call back. Spend another 10-15 minutes getting transferred to correct department. Connected to David, who does not speak English well. Tells me he can see case is still open. Not sure why it's not fixed, but assures me he will make notes in the system so they will take care of this. What good do notes do me??? I insist on speaking to a supervisor.

I sit on hold for more than 10 minutes. Finally get a supervisor, Stacy, to talk to. Explain problem for what feels like the umpteenth time. She insists there is nothing she can do. But she again promises me that she "will make notes" in the system noting the problem. I tell her I can't spend notes. She says, "Well not yet." I don't even understand what that means.

Stacy says she needs "private information" from Pacific Sales (the appliance vendor) before she can apply the points. I ask what that private information is. I can send her any paperwork she needs from the purchase. She says she can't tell me about this "private information."

I asked how long this might take to fix. She said she doesn't know. I point out the certificates they have granted expire in a couple weeks. Need this fixed now before those expire. She promises that if certificates expire they can extend the expiration date.

I point out that I've already been lied to twice (once in store, once on first call to customer service). How in the world can I trust that she will really extend the expiration? She hangs up on me. I was speaking calmly, without profanity or any derogatory language.

This is how Best Buy handles their customer service issues???

At this point I've spent more than 2 hours on the phone trying to get someone, anyone, to take ownership of this issue and fix the problem.

What a joke. Once my rewards are used, I will NEVER purchase from them again and will be quick to tell anyone I can to avoid Best Buy...

My boyfriend and I went to Best Buy today to do an exchange, we had the unfortunate chance of meeting lovely Kevin. He looks like he's in his 50s wearing a Hermes belt and a bunch of bracelets. From the start, his tone was condescending and annoyed, the way he talked to us as if we were stupid type of tone. We were trying to show him the purchase details and warranty information directly from the Best Buy app on our phone, yet he insisted he couldn't find anything on his end. And he kept going on and on that he can't find it. Instead of calmly working with us to resolve the issue, or ask another employee to help with his lack of problem solving skills. He turned to my boyfriend and said, "You come over here, come around and look," in a way that felt completely belittling and unnecessary. My boyfriend is non confrontational person so he just comply but he felt so uncomfortable and disrespected. Kevin kept letting out these big sighs like we were a huge inconvenience, and the whole interaction just felt unnecessarily hostile. My boyfriend and I are very respectful to customer service workers because i myself are one and my boyfriend is a veteran that can't even break his habit of saying sir/ ma'am. We were polite the whole time! As soon as he told my boyfriend to go around to look at the screen at the register I was done. I had to go ask for someone else to help us because his attitude was that bad, I just can't believe this was just going on in front of other cashiers. Thank goodness I talked to the right person there, his name is Tim. He was very kind and helpful. He literally found it and solved the issue in not even 5 mins. Cherry on top, when Kevin finally handed us our new mouse, he SLAMMED the box down on the counter and said "HAVE A NICE DAY" in the most sarcastic way possible. I can't believe I didn't yell at him right there. I just took it and left. It was honestly one of the worst customer service experiences we've had. We left feeling so disrespected and frustrated because literally he was just so rude for no reason and I wish I would've called him out. I hope he got talked to by a manager or something about this behavior is embarrassing and bad on the...