Best Buy Burbank Outlet

My husband and I purchased an open-box washing machine in-store and drove 2.5 hours round trip to hand-select the best one—carefully choosing a unit without major dents or scratches. We paid an additional $100 for delivery. Unfortunately, the machine was delivered damaged. The JB Hunt delivery team dropped it off without unboxing or inspecting it, then left immediately. We discovered a large dent on the side and contacted Best Buy right away, only to be told the delivery wouldn’t be logged in their system for hours and to call back later. After multiple calls and a lot of wasted time, we were told there were no comparable open-box replacements. We ended up purchasing a new machine and were not refunded the $100 delivery fee, despite the damaged product. In the end, we lost about $140 and spoke with at least 10 different representatives trying to resolve the issue. If you’re considering buying from here, I strongly recommend picking up the item yourself or thoroughly inspecting the delivery before accepting it. This was an incredibly frustrating experience, and we’ll be shopping elsewhere for future appliances.

Miserable experience Jabari (sp?), the manager is in dire need of a refresher course in basic customer service and how to manage unengaged staff. What should have been a quick and simple process of pre-paid item pick-up took nearly two hours. My pre-paid item was still on display when I arrived, not wrapped and ready for pick-up as promised, and it was missing a critical component that I had been previously assured would be included and ready to go at pick-up. The manager repeatedly refused to allow me to introduce myself, shake my outstretched hand, or hear from myself or his staff what the issue was. He began our interaction rudely with, "let me guess, you drove two and a half hours to get here..." Things continued to get (much) worse from there. Rather than offering a suitable replacement for the missing component and quickly wrapping my item for transport, the manager wasted my time refusing to listen, talking loudly over me, and kept trying to charge extra to provide the missing component I had already paid for. The store is poorly organized and in need of cleaning, not what you'd expect from a major chain. While I was in the store I was the only customer, with the idle staff staring into their phones rather than sweeping, dusting or organizing their messy store. I will not return to this location and will avoid Best Buy for future purchases and recommendations. Best Buy corporate needs to do more to ensure their locations have customer pick-up items as described and ready when promised, improve staff training with regard to store presentation, and require a much higher standard from management with regard to customer service.

Anthony is truly knowledgeable about the AV and TV systems!

Fantastic