Best Buy Mission Viejo

Worst customer service experience I have ever had with Best Buy. I ordered a laptop and a laptop chill mat on December 1 and the delivery photo clearly showed that only the chill mat was delivered. The laptop was missing, but the delivery driver marked both items as delivered. I contacted Best Buy immediately. At first, customer service told me they would send a replacement, but each replacement order was canceled within minutes without explanation. This happened multiple times. When I called again on December 4, I was told they couldn’t send a replacement and needed a police report before issuing a refund. I filed a report the same day with the Orange County Sheriff’s Office, and sent the documentation to Best Buy customer service. I called again on Friday and Saturday and was told by a manager that they couldn’t ship another laptop, but I could go to the store, buy the same laptop myself, and they would match the original price from December 1 once I called back. I followed those instructions, bought the laptop from the store, and called back — only to be told by another manager that they would not match the price, would not issue a refund, and that the information I previously received was “incorrect.” So after doing everything they asked — ✔ reporting the theft ✔ providing a police report ✔ making multiple calls ✔ following the instructions of their own manager ✔ purchasing the laptop again out-of-pocket Best Buy still refused to replace the missing laptop, issue a refund, or honor the price match they promised. I have now escalated the issue through my bank because Best Buy left me with no resolution and no accountability. I have been a loyal customer for years, but this experience has completely eroded my trust. I hope Best Buy improves its policies and training so other customers do not go through what I experienced.

Customer service completely useless. After 2 days I am still waiting to get my digital gift cards. Don’t buy from them!

Good customer service

Found aexaxtlt what I wanted and the CSR was knowledgeable, and courteous.