Pacific Sales Kitchen & Home Burbank

Bernice, was really good at helping me with the all the information that I needed. Very appreciated! Will definitely come back with her!

We had a very disappointing and unacceptable experience with Pacific Sales in Burbank. Several months ago, we purchased appliances totaling $30,000. At the time of purchase, we clearly explained to the sales associate that our home was not ready, there were no doors, no windows, and the kitchen was unfinished. We specifically agreed that we would call the store ourselves to schedule delivery once the house was ready. We were also informed that Pacific Sales provides up to three months of free storage, so there was no urgency or concern. Despite this clear agreement, delivery was made without any confirmation from us, without our authorization, and without proper notice. The store later claimed that text messages had been sent regarding delivery. However, my husband was out of the country, and those messages were never received or confirmed. Neither my husband nor I scheduled or approved any delivery. No reasonable person would request delivery to a house with no doors, windows, or security, especially when theft had already occurred at this property previously, which the store was aware of. The delivery team arrived and left the appliances at the house, and workers who were present on site accepted them without my knowledge or consent, assuming it was authorized. I only found out afterward when I was informed that the appliances had already been delivered. When I contacted the store to ask who scheduled the delivery, no one could give a clear answer. The store could not identify who requested it, who approved it, or who signed for it. Only my husband or I could legally authorize such a delivery, yet no documentation, proper signature, or explanation was provided. There was no bill of lading properly reviewed with us, no insurance clarity, and no accountability. It appears that the sales associate may have set a delivery date on their own, without proper follow-up or customer confirmation, simply to move the order forward. This mistake was never acknowledged. I spent the entire Friday calling and asking for the appliances to be picked up immediately due to security concerns. The issue was delayed all day, and only in the evening did I hear from the Burbank store manager, Guillermo, who told me that nothing could be done because the store was closing and that pickup could only be arranged the following Wednesday leaving the appliances unattended for several days (Friday through Tuesday). When I raised concerns about liability, security, and responsibility, especially given the lack of doors and windows and prior theft, I was essentially told that nothing could be done and that the problem was mine to deal with. Ultimately, due to this entire situation and the lack of accountability, we were forced to return the entire order, which was finally picked up on Wednesday. Additionally, the pick up itself was shocking. For a company of this size and reputation, the third-party delivery partners used were extremely unprofessional. Appliances that should never be transported on their sides (such as a washer and dryer) were transported improperly. I took photos documenting this. It was alarming to see $30,000 worth of appliances handled this way. This was an absolutely horrible experience from start to finish. For a business of this scale, the lack of communication, unprofessional and unhelpful store management, authorization, professionalism, and responsibility is unacceptable and frankly embarrassing. This is not the level of service one would expect from Pacific Sales.

Where do I even start? The number of problems and complaints is staggering at this point. This complaint is both with Pacific Sales (owned by Best Buy) and fridge manufacturer Miele. Both companies have behaved abysmally. The *short* version of the complaint (I could go on for pages!) is that I discovered a problem and requested a return for an extremely expensive built-in refrigerator weeks before the return deadline, *pending investigation* on why it didn’t match what I saw in the Miele showroom, because no one knew why it didn’t match. I was very clear that this would be a return if the problem could not be fixed, and the store led me on for weeks and then months that a return would be fine, once we figured out what the problem was. After I finally figured out on my own what the problem was, no thanks whatsoever to the store, they have been refusing the return for no good reason and dragging out the process for months now, and mainly trying to use the excuse that “X amount of time has passed now,” despite the fact that it is THEIR fault (as well as Miele's) that this much time has now gone by, and continues to go by. On top of all of this, the fridge is defective. The ice maker stopped working the first week I had it. And then not long after, the main fridge itself went out! It has not been working for the past month and a half, since Thanksgiving!! It is still not working, as of today, of January 13. Now, let's talk about the managers at the Burbank Pacific Sales store. First, Berenice lied and tried to gaslight me that I had "only requested to return the fridge panels," when I have a much earlier email stating that she knew perfectly well that I wanted to return the entire fridge. When she couldn't give me a good argument, she bailed and passed me off onto Guillermo, the other manager, who was even worse. Guillermo lied on the phone and tried to gaslight me about Best Buy's return policy, trying to tell me that there was no such thing as a 60-day return policy, which is such a stupid claim to make when it's in print right on Best Buy's website as part of the Best Buy Plus membership, which their sales rep SPECIFICALLY sold me on during the original purchase, because it gave me an extended 60-day return window on all of the major appliances I was about to buy with them. The most ridiculous part was Guillermo's claim that if a 60-day return policy really existed, "everyone would be returning fridges every 60 days and getting new fridges every 60 days." Really?? Have you never had a new fridge delivered at your house, Guillermo? It is a giant hassle! You have to be home for the delivery, you risk delivery guys dinging your flooring, your furniture, your wall, your entryways, etc (all of which has happened to me before), and you have to move all of your food. Why would anyone in their right mind want to order a new fridge every 60 days? Absolutely asinine. When I proved Guillermo wrong about the return policy (easy enough, I just sent screenshots from BestBuy.com, which not only clearly states 60 days for Best Buy Plus, but also lays out instructions for major appliance returns!), he then changed his story and lied and tried to gaslight me again, saying that my fridge was a "custom order," which is just straight up false. It was a regular item in stock on Best Buy's website, which they ordered in-store with one click. There was nothing "custom" about it and the word "custom" appears nowhere on my order. Guillermo is lying through his teeth, purely to try to shoehorn my purchase into one of the excluded return categories. According to Google AI and a family friend who works in home design, this is a common shady tactic from dishonest stores, to try to claim something was a "custom" order to try to get out of responsibility for taking a return. I have filed complaints with the Better Business Bureau with Pacific Sales, Best Buy, and Miele. Results pending.

My wife and I nervously went to Pacific Sales to shop for a new stainless steel sink and faucet. I had bought items from them in the past and always spent more than my budget really allowed. We met with Christian Tayo and were immediately put at ease. He showed us various options and different price points, but thoroughly explained the differences in price/functionality and was considerate of our need to get "more bang for the buck". We chose a sink and faucet, but were not quite ready to purchase. Christian understood and offered to provide us with a price quote for each item and then made us aware of pending price increases, which we appreciated. We returned the following weekend and purchased the sink. As expected, the price had increased, but Christian honored the quote he gave us. Because we are Best Buy ! Club members, he offered to deliver it to us for free, but we opted to pick it up instead. I was happy, my wife was happy...that made me even happier! All in all, it was a great experience and it was Christian's relaxed demeanor and understanding that made it so. Thanks Christian