Best Buy — Local services in Riverside

I purchased a 6.5 CU. FT upright freezer for approximately $241. I inquired about delivery, and they informed me that it would cost $99 to deliver it to my home, which is only a 15-minute drive away, while Sam’s club offers 16$ delivery fees. I decided to pick it up myself and used the spacious trunk of my Tesla Model S, with the assistance of two associates who helped load it into the car. While closing the trunk, the familiar warning sound that Tesla owners know well went off, and I gently pushed the trunk to ensure it latched properly.

Once I arrived home and began unpacking the freezer, I noticed a dent in the middle before fully removing it from the box( it is captured in the first image below). I returned to the store, this time using my SUV. I spoke with customer service and requested an exchange. Surprisingly, one of the associates quickly canceled the exchange order without even making eye contact, stating that the associates had warned me that it wouldn't fit and that I had slammed the trunk door, which was captured on camera. I was upset and tried to explain that the warning sound from the Tesla trunk is triggered when it detects an object in its path, and I am more keen to save my car than the 241 $ package, but the associate showed a lack of understanding and had a bad attitude. Another associate intervened and said I could exchange it, but it would need to be delivered to my house or I could use another vehicle. Since I had an SUV, I showed it to him outside. I then made a reasonable request, asking them to unpack and check the replacement before loading it. However, he refused, insisting that I take it home, unpack it there, and if any damage was found, repack it and bring it back.

Disappointed with this response from an associate representing a company focused on making profits, I returned home and sought help from friends to unload and unpack the freezer. That's when I discovered the damage shown in the images below. I was certain that the associate responsible would come across this feedback, along with his friend who displayed a similar attitude and lacked basic communication skills.

To address the situation, I returned to the store without the freezer and requested to speak with the manager, Denver. He attentively listened to my concerns, examined the images of the damage, and took the time to assess the store's inventory. He then presented several solutions to resolve the issue. I chose the option that involved the delivery service picking up the damaged unit and delivering a new one. I will have the opportunity to inspect the replacement upon delivery and decide whether to accept or decline it. Denver ( sorry if I misspelled your name) proved himself worthy of being a manager with his active listening, damage assessment, and problem-solving skills.

The other two associates might be diligent workers with good knowledge of the system and products, but they would benefit from improvement and training in customer retention strategies. This is particularly important because you are not the only option in the market, and customers have numerous choices available to them, such as online stores with free delivery or other large retailers.

The offer: 5/5 The manager : 5/5 The store : 4/5 The two associates : 1/5

Total experience : 3/5

Lesson learned : check any packed appliance before loading it .

I plan to update this review once the freezer is...

This review is coming after major frustration from Best Buy store and their customer service agents. I often, almost never, write reviews about chain stores or big companies because of this one thing that will always majorly be overlooked “customer service”, especially for the big box stores. This is a thing of the past. After being stalled and redirected several times by an automated phone system that doesn’t even provide adequate options to navigate, the system prompts are not clear, the automated agent could not make out clear yes/no responses and also lagged in delivery and response time so instructions were cutoff or choppy and garbled making it hard to understand. Even after finally navigating through the arduous prompts getting to an agent at the “actual” store was almost impossible. “Speak to an agent or team member” was not a response the system understood. After several minutes of incessant ringing the call was forwarded to a customer service call center somewhere in India or overseas, where they attempt to tell me they’re at the store located on Canyon Springs. The agent who is clearly not at this location proceeds to tell me that the team members in the store are too busy to answer my call, wow are you kidding? I decide to drive to this store and find out how busy they actually are. Is it this difficult to find an item at a particular location with chain stores? After visiting the actual location there is not a team member in site, to help purchase a product or answer a customer service call. What is going on where even the call centers are lazy and lie to sell products, store lines are packed with two registers open and not one knowledgeable person on staff. Staff standing around giggling and more and then than customers. Not one member asked me if I needed help. Not surprised. Come on 2024. What happened to people even trying anymore. The BestBuy outlet was also closed because people lack making an effort. How do we hold these companies accountable for the lack of responsibility to their own bad products and worse services? Google reviews have definitely made a difference when it comes to creating transparency about businesses and the places we spend our hard earned income. What are these companies offering to us as a customer other than taking our hard earned...

Exceptional Service from Andrew and Stephanie at Best Buy!

I recently visited the Best Buy store and had the absolute pleasure of being assisted by Andrew. From the moment I walked in, they were welcoming, knowledgeable, and genuinely eager to help. I had a lot of questions about upgrading my security system, and not only answered every one of them with expertise but also took the time to explain the different options available without any pressure to upsell. But ended up going for an iPhone, which was definitely not on my list, but I definitely needed a new phone and this is where he spent the most time going ahead and giving me the service that I needed and that’s when Stephanie also stepped in and also provided remarkable yet Amazing five star service on top of that.

What truly stood out was their patience and attention to detail. They helped me find the perfect phone and all my needs when it came to any type of cell phone products I got a pre-order for the iPhone 6 Pro Max so I am all set and I also signed up for a credit card and also got the total tech package and it made it all accessible within my budget It’s rare to find someone who’s both professional and passionate about their work, and Andrew is definitely one of them!

Thanks to Stephanie and Andrew my shopping experience was stress-free and enjoyable. If you’re looking for top-notch customer service at Best Buy, ask for Andrew in cellphones! He truly goes above and beyond to ensure you leave happy and satisfied.

Highly recommend! 5...