Best Buy — Local services in Torrance

I am truly unhappy because I was Lied to and mislead by the Bestbuy corporate line.

I bought a samsung S24 Ultra and as well the protection plan with geek squad. I paid an extra $220  for the protection plan

After one month I had an accident and the screen got broken. So I headed to the store to see what I can do they told me that they no longer fix Samsung phones. The only option they had for me was to get a replacement phone and that I have to pay another $200 for a service fee. I told them whats the whole point of paying for protection, if I will still pay another $200. To make it short I didnt have a choice.

After I agreed to that and paid. The phone arrived in two days. Checked it, the phone they sent was not brand new it was refurbished and the screen quality was very poor. Also the battery heated up so badly upon charging. I compared it to my phone with the broken screen and the phone they sent me was disgraceful.

I called the corporate line again ( I am trying to make my account short but I spoke to six different people in one day only and spent a week going back an forth)

Here is the best part in the story, the lady that I spoke to, to discuss why the quality of the phone is bad, replied saying its refurbished and thats all what I will get. I told her thats not acceptable I paid close to $2000 dollars for the phone and protection plan and now I paid extra service fee and you cant give me a new phone if you cant fix mine. She told me that was what she can do.

So I decided that it was a big mistake to buy the phone from best buy in the first place. Since they haven't honored there pledge to quality.

I spent the whole past week to get a refund for the protection plan and service fee total $400 plus change. I spoke to so many people on the phone and everyone passes me to the next person. After refunding me the protection plan money. The corporate line told me I can only get refunded the service fee through the store that recieved payment.

I went to samsung to get my phone fixed they quoted me 200 dollars for fixing the screen.

I went to the manager in that store , the first thing she said to me was that she cant refund me the service fee , because the service was done. I told her that I am returning the phone you sent me. So what service am I paying for. After arguing ,She then told me that they may refund me the money when they confirm that the phone has returned.

Afterwards the manager tells me I could have had my phone replaced with a brand new phone if I had kept the protection plan.

My predicament now is that I was misinformed by the store and lied to by the corporate customer service. The store told me that I would get a new phone and then turns out to be refurbished. Then the corporate line tells me thats all what I am getting. And since I refused what they offered me I decided to get it fixed at samsung. Then the manager blames me for canceling the protection plan. I told her that no one offered me a new phone but actually told me that I could only get a refurbished phone.

I am now left with a broken phone with no protection and samsung would not offer me a plan because the phone is damaged. Honestly if you are to buy a Samsung phone never buy it...

Updated below Bought a hp gaming computer for work and study. $800. I must say the floor rep was very knowledgeable. However, he did sell me a computer that started having screen flickering problems the moment I brought it home. The flicker was so quick and minor at first I barely noticed it. The incredibly generous second-to-none whopping 15 day return window passed before I could really assess the magnitude of the issue. Then, it started getting worse. The whole screen would turn to pink and black thin bars and flicker like crazy. I took it back to this Best Buy location to get it fixed and maybe just return it and get a different one. The manager said it was past the return policy (by about 10 days). I was a little surprised at this since I mainly use Amazon and returns are so unbelievably easy its amazing they make any money. Then again, that's exactly why I buy EVERYTHING from Amazon. The only reason I went to "Best" Buy was bc I needed a computer that day since my old one gave BSOD. So my only option was to get geek squad to fix it. Fine. I waited in line in the store for an "appointment" that I had made a few days later. My appointment time was delayed by over an hour. Finally I got to a rep. I asked about how long it would take to get it fixed and was quoted "about 2 weeks". Yikes, but ok I guess. Maybe it would be faster. Fingers crossed. ....... NOPE..... IT'S BEEN 7 WEEKS. ...AND GUESS WHAT...STILL NO COMPUTER. I talked to a rep at Geek squad on the phone today and she said they were waiting on a part. 3 parts actually. My brand new $800 laptop needed 3 new parts!?!?! I had it for roughly 25 days, checked some email, downloaded some pdfs, and now it needed 3 new parts. So, now I'm still waiting... on a refurbished laptop...that I paid money as if it was brand new. Awesome. What I'd like to say to "Best" Buy is, you turned an already difficult year into an even more stressful one. You lost my trust, my respect, and my future business. You could have used this opportunity to show me and the community that you were here for us in a time of need, but you didn't. You let us down. Now that I think about it.. . . Why in the heck were there SO MANY people in the Geek Squad line that day. It was a zoo. Its not like electronics need maintenance like cars. What are you selling that so many people need things to get fixed??? You've spun the "Geek Squad" into a good thing, but when you really think about it, is it good that a company has a specific squad in house to deal with broken products? Target doesn't have that. Nordstrom's returns everything. Dealerships don't have any squads. Clothing shops don't have seamstresses on site. So, have you chosen to seemingly sell sub-par products that are likely to fail and, instead of widen your return window, you created the "Geek Squad". How convenient.

UPDATE This ended up getting escalated to corporate and my issue was resolved. Although I raised it from 1 to 5 stars, this was still a rough experience. However, I will continue to shop at Best Buy knowing that, if they make a mistake (which for me this was the only one in my lifetime), they will own up to it and provide a reasonable solution, and that alone is...

This is the WORST Best Buy store I've ever encountered. I strongly recommend NEVER purchasing a car stereo from this Best Buy location. The car stereo installer is the most unreliable, rude, and frustrating customer service person I've ever dealt with. How the management continues to support him just wreaks of complicity. Over the weekend in mid January I spent $800 on a new car stereo and equipment. It was advised the installer was busy (couple of weeks to get an appointment) but would call me on Monday to schedule. No word. I call to inquire on Wednesday and the response was hang tight, he'll get back to you in a 'DAY OR TWO'. I received a direct phone number which I called twice with no answer or message so I drove down to the store. I managed to navigate to the install bay and caught the installer a bit off guard and didn't seem pleased I chased him down there only to respond with, 'I don't have your paperwork' but I'll call you in a 'DAY OR TWO'. He also mentioned that he has to do everything (appointments, install, etc). After two days, no call, I call again, no answer and drive back down again and finally scheduled for a month out for a 9am appointment. I received an appointment confirmation text/email at 8am on the appointment day this week so I drove 30 min to the store and am ready at 8.55am only to have someone come out and apologize that the installer just called in sick 5 minutes ago? (10 min before a shift???). I mentioned my difficult experience and the woman mentioned that the manager would call me 'IN A DAY OR TWO' to arrange a priority appointment and offer some recovery for my time/gas to for the late the cancelled appointment. AGAIN NO CALL back or any follow-up from the Manager nor the installer. After several attempts, I finally had a pleasant gentlemen in the Geek Squad department inquire and mentioned he talked to the manager and that the installer is busy and will call in a 'DAY OR TWO'. SERIOUSLY??? I said, the installer is the worst and completely unreliable. (nothing about the priority re-schedule) More frustrating is that the Store Manager has done nothing to rectify the situation. and is enabling a rotten part of the business. The GS rep suggested I schedule elsewhere. Now I'm booked for an appointment in Lakewood in over TWO MORE WEEKS which will mean it will have taken almost 2 months to install from the original sales person estimate of 2-3 weeks. This is also a 2 hour drive round trip plus about another $20 in gas not to mention the endless phone calls and two separate trips. @Best Buy - Do something if you care, if you don't, start...