Best Buy Pleasant Hill

I purchased an open box TV online that was in “excellent condition” three days later it stopped working, I brought it to the Pleasant hill store to return it and one of the associates was pretty helpful and nice, he told the manager Britney that he found a cockroach on the box, this manager totally assumed the cockroach came straight from my house. THIS WAS AN OPEN BOX TV, it could’ve been from the previous home! However, she made a huge deal about it and gave me so much attitude saying that she can’t have that box inside HER store and that I had to take it outside. This was a 75” TV, not an easy thing to move around! I was with my husband and my dad that has back problems! The Best Buy associates were trying to help us taking it outside and she stopped them and demanded to return to their places because they can’t do that. (Help the customer) she then told us to get rid of the roaches outside and make sure that the TV is not infested. So we went outside and had to take out the TV, kill the cockroaches and put the TV back inside the box, pretty heavy TV and my dad is a senior with back problems! Totally inconsiderate. Then we brought it back inside ourselves, because she wouldn’t even let her associates help us push the box, once inside I was just trying to be done with it and get my money back! I was gonna exchange the TV but at that point I just wanted my refund and get out of there. The associate that was currently helping me (was pretty nice) was talking to her through the speaker and I could notice she kept making problems, so I asked him what’s going on? And he didn’t want to tell me to not escalate it even more. Then he goes like let me explain to you the situation, our policy is that if you lay the TV down that can damage the components and that won’t be returnable. I was like, she didn’t even bothered to mention that!! She was looking at us while we were getting rid of the cockroaches, it was already very difficult to handle such a heavy TV and she couldn’t say anything!! Neither allow her employees to help us!!! I felt like they wanted to set us up!! So I asked the associate to call her, she gave me a dirty look and walked towards me, I told her “if you don’t want to process my refund” for a defective item of yours!!! That lasted 3 days!!! JUST TELL ME!! She goes like we have to make sure that you did not damage it while laying it down! I go like, well if you would’ve let your employees help us!!!! They know the right way of handling it!!! Looks like you are trying to set me up!!! Completely rude, helpless, terrible terrible attitude to be a store manager! This customer service sucks!!! I will escalate this issue to the corporate! My dad has back problems and she prevented her employees from helping us!! She should be disciplined! Your loss! I was going to buy another TV and get a credit card but now forget about it!!! Never coming back to this store!!

I normally go to the one in Emeryville, however they ignored me for half an hour and I left. At this one however, I spoke to an associate who understood what I wanted and helped me not only pick out the correct computer but the needed accessories. I was in and out of the store in the same amount of time that I was ignored in the Emeryville store. I am very happy with my purchase.

Great customer service. Attentive and friendly. Almost annoyingly so. I got asked by 3 different people if I needed help but of course they don't know that. Found what I was lookin for and the person with the key in like 5 min.

Your Best Buy store needs to close by 10 p.m., not 8 p.m.