Best Buy — Local services in Rancho Cucamonga

I want to bring to your attention a recent distressing experience I had with the staff and the active evening manager, Jordan, at the Rancho Cucamonga store located at 12260 Foothill Blvd, Rancho Cucamonga, CA 91739.

My daughter was researching a washer and dryer for her home. I recommended going to Pacific Sales or BestBuy since I purchase most of my electronics items and appliances for my home and rental homes from either store. If you look at my account, you will see that I am a loyal customer and have hundreds of items that I have purchased over the years. I recently remodeled my entire kitchen and purchased all the appliances from Pacific Sales, and this was due to the fantastic warranties, price matching, and, mostly, customer service.

My daughter visited the Rancho Cucamonga store this evening to research a washer and dryer. She found the washer and dryer she wanted, and I was about to purchase them for her as a gift for graphic work she did for one of my clients.

She was working with two associates and was ready to place the order. I was on the phone via live video when they said it was no problem and that they would set the purchase up and send me a text link to fulfill it. However, during the transaction, the associates unexpectedly mentioned a delivery charge. This surprised me, as in my 3 years of being a total tech support member, I have never encountered such a charge, especially considering I had a full delivery of kitchen appliances less the 2-years ago.

The associates became agitated and condescending, stating, "Well, this is the way it is.” They called the store manager, Jordan, who was not present then. My daughter explained the situation to him, and he mentioned the membership had changed the services, and an email went out. I did not see the email, and my daughter informed him of the situation. After I got off the phone, he told my daughter, “Have your dad come into the store right now, and I can teach him how to read his emails and find the message.”

My daughter informed him I was 45 minutes away and lived in Chino Hills; he said, ”Oh, my parents also live in Chino Hills so that he can easily come in. now” And he said, well, " Have him come in now so I can show him.” My daughter informed him that I was aware of reading my emails, and he said, ”I doubt he is reading his emails.”

He continued to inform my daughter condescendingly, “I see he has been a total tech member for years and has benefited from many services and discounts over the years, so he must like the service, but I can cancel him tonight if he wants to stop receiving the benefits.” This was never a point of contention, and using this as a constraint to purchase is not an acceptable manner of conducting business.

I am so disheartened by how my daughter was mistreated. At the end of the day, a delivery charge will not break BestBuy or me. Regardless, in my specialty of business, consulting clients for the past 25 years, the concept of overseeing customer service is that a client or customer should not be made to feel less of a person for something so minuscule.

My daughter is an educated person and is willing to spend her money at BestBuy other competitors, but to have this type of low-class service and demeaning conduct is unacceptable.

I share this information not for retaliation but hope there is some training for the store and upper management on how to service customers and to prevent the store from defaulting to the same negative and condescending attitude downstream. It was apparent how his employees mimicked his rapport, and I hope not too many other customers experience this...

Chris Howard is the worst manager ever and I still don't know what his title is: Connected something Manager! He will NEVER you any type of deal: price match, use a coupon (especially not from their store even though it for the product) or give good customer service. Everything is overpriced as is, you need a deal in order to get something reasonable. He is cocky in every dealing he does and is a know-it-all (as in treats you as trash), not even having the information of when the GM would be in because we were done with him two minutes in. My wife and I were trying to price match an AppleWatch for 329.99 that was advertised at Target. They only allow price matching locally as in the two neighboring Targets, but not one in Riverside, or any in stock online. BUT is that shown anywhere, Yes behind the fat ass security guard at the front in small print. Chris Howard was confrontational with us about a policy that is used ONLY to get customers in the door, but not RETAIN loyal customers like their rewards card suggests. We don't know anything about the policy either, even though we've done it before multiple times especially at other locations and this is the first time it gave us a problem. We were pissed at the end, called Corporate to file a complaint. The reason they gave was that because the Color was not available online at Target, they couldn't do it (exact item must be available locally). What does LOCALLY mean? I finally understood what they were saying 20 minutes later over the phone. They had IN STOCK AppleWatches, but it was the color that was the problem. Secondly, we called Sales. The worst experience in my life, 2 hours later and 3 missed calls, there was nothing they could do. They couldn't call the store or order it for us, NOTHING. The manager was not available either, and worst of all, they didn't call us back after getting DISCONNECTED any of the times. We had to start all over again all of those and be transferred back to sales (25-minute process). The Sales people I couldn't understand or hear, they were not helpful and told us they could do the Price Match, only to take it away. All of this for a birthday present for my wife, they are horrible to their customers and never going back. Chris Howard needs to become more humble or lose his job. It is not acceptable to be so rude, especially if it is over something so trivial like the color of the item. They LOST two huge customers and Chris Howard is going to contacted by customer service any day now. If he does not lose his job, he needs to be retrained in customer service and the policy on Price Match at this company needs to change. They also need to have to call back numbers in Sales and better associates/phone systems. I couldn't understand them at all and when I would ask them to repeat what they said, they would take full minute breaks that are uncalled for to come back and not...

ZERO STARS!!! _

I took my laptop in to have a D: drive installed along with data and files transferred for additional disk space. The Geek Squad had me sign up for a few hundred dollars, for a year's worth of electronic repair services. They told me to leave my laptop with them, and they would call me in a few days to let me know when I can pick it up. I call them three days later; It is not ready yet. By day five, I call them again. They tell me it is ready; I can pick it up. They installed the new drive, but they transferred most of the files not all of them, which was the understanding and agreement. I tried to use my photoshop app, but the application would not run. So, I drove back up there a few days later to get it done right; and I left it with them to fix again. All the files were finally transferred over to the D: drive, photoshop works, or so I thought. So, I had to drive up there again. Long story short, when they copied all the data and files to transfer over to the D: drive, they also copied the actual C: drive with it, so now there is a loop-link! That means whenever I save something, even though it is set to save everything to the D: drive, it saves under the D: drive WITH the C: drive! That means, low disk space even with over one or two terabytes worth of space. Plus, they returned my laptop without all of its screws for it's outer casing.

Call their "U.S." number, if you want to speak to someone in another country, like India. However, if you want to speak to the employees at Best Buy's physical location, you will have to waste your time, money, and gas driving back and forth to do it.

Happy Electronic Repairing!

To the Best Buy/Geek Squad company and Customer Service Department, especially your Corporate Headquarters, I guess I will wait for you to send me that cut and paste, disingenuous, apologetic response! I do not think that asking me to contact you via social media, is going to fix my laptop, nor return my time, gasoline, vehicle mileage, air conditioning coolant, tire traction, patience, and money wasted, trying to have my electronic device repaired by seeming amateurs. But, if you are looking to make it right your company can give me a full refund of my money back, plus my time ($25 per hour) and gasoline ($4 per gallon), per visit! I will need all that money back so that I can pay someone more competent to perform the task correctly.

Happy Bottom-Lining to...