Best Buy — Local services in Santa Rosa

Horrible Experience – Misleading Sales Tactics and Unprofessional Behavior

I’m not one to live bad reviews unless it's a warning to the community. I'm writing this review to warn others, especially business owners and professionals, about the nightmare I went through while trying to purchase an oven from Best Buy on behalf of one of our clients.

Back in May, I went into the store to replace an oven that had been damaged. I had the original model paperwork (looked up for me by Kelly, who was helpful), and I made sure to cross-check everything with Scott, the salesperson I was assigned to. While Scott seemed friendly at first—oddly complimenting my lip liner, which felt unprofessional—he was also overly talkative and barely let me explain the specifications I needed. Still, I trusted him after confirming multiple times that we were ordering the right oven.

I paid $2,600 and change, which included installation, using my business debit card (as I didn’t want to be forced into signing up for a credit card or line of credit, despite their persistent upselling). The price Scott had given me didn’t match the online price, so I called him out and he changed it since the online price said $2999.99 but he had said $399.99 so I ended up paying $2600 & some change. Him lying he had given me an additional oven. Yet in reality he had ordered the wrong oven.

Then things went downhill. When the oven was delivered, the client’s wife immediately told us it was the wrong model. I called Best Buy right away. The representative on the phone acknowledged a mistake and said I’d just need to pay an additional $1,200 for an exchange. It’s all recorded on their line.

Soon after, Scott began calling me repeatedly, saying he wanted to “make things right.” I went back in person to pay the $1,200—now totaling $3,800 what would have been $2999.99 & some change for installation —even though this was their error. But when I got there, Scott changed the price again, saying it would actually cost $1,500 more, and I’d also need to repay for installation! That brought the total to over $4,200, far above both the online and in-store price for the correct oven. Scott even said he was doing me a favor with that price—can you imagine?

At that point, I told him I would be contacting our insurance provider because it was clear Best Buy wasn’t taking accountability.

Fast forward to July 11, 2025—I went back to the store to try and resolve this. I called ahead at 1:15 PM and was told Scott would be in if I came back in 30 minutes. I did—but surprise, Scott avoided me completely. I was then told to speak to the appliances manager—an older man with a ponytail—who immediately refused to exchange the oven, saying too much time had passed (even though the delivery was only made on May 15th, and I had been in communication with Scott the whole time, who knew I was waiting for insurance). The manager was aggressive, rude, and loud, speaking down to me in front of other customers and my sister like he had been waiting to attack. His tone and demeanor felt racially charged and extremely disrespectful.

This isn’t the first time I experienced that manager’s dismissiveness. On my initial visit, he brushed me off, saying he didn’t work in appliances—only for Scott to later say he was actually the manager. Total contradiction.

Now, they’re telling me my client has to just keep the wrong oven because I’m not a member and don’t have a credit card with them. That says everything.

In summary:

They delivered the wrong oven.

Changed the price after I already paid.

Refused to correct their mistake unless I overpaid again.

Sales staff gave misleading info.

Management was unprofessional and borderline discriminatory.

They punish customers who don't have a store credit card.

Avoid buying appliances from Best Buy—especially if you’re paying with debit or cash and expect to be treated fairly. This place clearly values credit card customers over real accountability.

Please note: below are the photos provided to clarify the discrepancy in the orde...

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