Best Buy Culver City

Nice

Customer Service at this location literally ignores company return policy. I discovered minor scratches accompanied with dead pixels on my TV screen a week after owning it. I obviously had no original intention of returning my item after purchase, so disposed of the packaging the day I received and set the tv up. I reached out to Customer Support in the Best Buy app prior to attempting my return/refund. They confirmed my damaged item was still valid for returns without the original package. So I brought the TV in. This location refused to accept the return without the original packaging - even after I shared what corporate support told me. After this first attempt I reached out to Corporate Support again, where they confirmed that the store was not following policy, and they should accept the item. They advised me to purchase a tv box so that the store would accept it and process the return. So I hopped over to Home Depot for a $50 box and some tape, packaged the tv, and went back to this store. They refused to accept the return. I shared (again) that I was following the return instructions and steps that corporate support instructed me to do. Their response was "cool, let corporate handle the return then", that they had "their own processes" and they must follow them or it would "all be anarchy"; they did not accept the item as a return. So, I had to reach out to corporate support for a third time, this time on the phone. The support agent went through my tickets and transcripts from the day and confirmed yet again that the store was not following company policy and started to share my frustration. They escalated my issue to higher level support and stated that they would be bringing this up with this location's management. I was booked a home item-inspection, pickup, and refund (pending the inspection, I presume). This has been a pretty lame experience. Go elsewhere.

Best services

UPDATED BELOW: I had a very frustrating experience at this Best Buy. I first visited another Best Buy to check availability of a MacBook in a specific color and configuration. That store didn’t have it but told me this location did. When I arrived here, I clearly showed a staff member my screen with the exact specs. He checked and told me they had it in stock. Before retrieving the item, he helped two other customers. When he finally returned, he rang me up—but the price was much lower than expected. I pointed this out and clarified that I wanted 24GB of memory. He then told me I had asked for 12GB, which was incorrect. When I showed him my screen again, he simply said, “Oh, 24? OK,” with no apology. Had I not carefully checked the price and specifications myself, I would have been sold the wrong computer, as nothing was confirmed verbally before checkout. That is unacceptable for a high-value purchase. To make matters worse, after saying he would go get the correct item, I waited over 15 minutes while he helped yet another customer, with no communication or acknowledgment. I am visiting from Japan and was hoping to take advantage of post-Christmas sales, but this experience was extremely disappointing. I felt unvalued as a customer, and the lack of professionalism was striking. Very poor customer service, and lack of ownership. Maybe this is typical in American customer service, but I expect much more. ——Updated 12/31/2025—— Best Buy Customer Service reached out saying they would “love to review this situation in depth with you.” I expected them to ask me more questions about who helped me, our interaction, and other details. I proceeded to receive an Instagram message from them asking for my name, email address, and phone number, followed by: “Is there anything else I can help assist you with today?” That was the extent of their customer service investigation. I’m flabbergasted. Is this a joke? I assume this could be linked to the reason there aren’t any improvements. I’m the opposite of a Karen - I despise and make fun of Karens, those who make unreasonable demands to store employees. Handling customer expectations is necessary in this kind of work, and a simple explanation would have solved any problems in most cases. This case was far different, though. Not only did the employee fail to (1) explain there would be a wait as he needs to help other customers, (2) thank me for my patience after excessive waiting periods while he was simply holding my product and helping other customers, and (3) apologize for ringing me up for the wrong product - not even a “sorry about that,” but when we first engaged with him, HE made the initial connection. He broke away from a customer he was helping in order to see if we needed anything. If Best Buy employees work on commission, and he was beyond what he could handle while providing a good customer service experience.