Pacific Sales Kitchen & Home Carlsbad

If I could give Pacific Sales Kitchen & Home and Best Buy LESS than one star, I would. Pacific Sales was bought by Best Buy and is now part of the Best Buy family, so as far as I am concerned, this entire experience reflects on both companies. This has been one of the worst appliance-purchase and delivery experiences I have ever dealt with. After spending hours on the phone trying to get clear information about our delivery, Pacific Sales, Best Buy, and the delivery company they use still could not get their act together. Then, at approximately 2:00 a.m., we received an email saying that our Wednesday delivery appointment needed to be rescheduled to Saturday, September 26. That is completely unacceptable. We had already arranged our schedule around the Wednesday appointment, spent hours making phone calls, and expected the delivery date we were given to actually mean something. Instead, we were pushed back several days with almost no meaningful notice. The delivery company appears to have serious internal communication problems. One department does not seem to know what another department is doing, information is inconsistent, and nobody seems willing to take ownership of the problem. The entire process feels rushed, poorly coordinated, and lacking in professionalism and work ethic. To make matters worse, Best Buy itself entered our Gmail address incorrectly as “Gmial,” which meant we were not receiving important delivery information in the first place. That is such a basic mistake, yet it created even more confusion and wasted even more of our time. After all of this, we asked Pacific Sales/Best Buy for some sort of compensation for the hours of wasted time, the canceled delivery, and the inconvenience they caused. We were told they would be glad to offer us a $25 gift card. A $25 gift card. After spending thousands of dollars on appliances and losing hours of our time because of their mistakes, that offer felt insulting. Then the last representative told us they would be glad to give us 10% off. What was not clearly explained was that this was also being offered as a gift card, not as an actual 10% refund or reduction in the purchase price. That kind of misleading and incomplete communication is exactly the problem we had been dealing with from the beginning. Pacific Sales may have once had a reputation for being a higher-end appliance store with better service, but being owned by Best Buy means customers are now dealing with Best Buy systems, Best Buy customer service, and Best Buy’s delivery operation. Based on our experience, that has not been a positive change. Best Buy cannot simply hide behind a third-party delivery company either. They chose the delivery company. Pacific Sales and Best Buy accepted our money. They are responsible for the entire customer experience from the sale through the delivery. When customers spend thousands of dollars on major appliances, they should not have to become their own delivery coordinator, spend hours on the phone fixing other people’s mistakes, chase down basic information, and then receive a 2:00 a.m. email telling them their scheduled delivery has been pushed back several days. The amount of wasted time, poor communication, careless mistakes, and lack of accountability has been unbelievable. Anyone in San Diego considering purchasing major appliances from Pacific Sales Kitchen & Home should understand that you are ultimately dealing with Best Buy and its delivery system. A lower price means very little if the company cannot reliably deliver what you purchased or clearly explain how it intends to make things right when it fails. One star is far too generous. If zero stars were an option, that is exactly what this experience deserves.

If I could give Pacific Sales Kitchen & Home and Best Buy LESS than one star, I would. Pacific Sales was bought by Best Buy and is now part of the Best Buy family, so as far as I am concerned, this entire experience reflects on both companies. This has been one of the worst appliance-purchase and delivery experiences I have ever dealt with. After spending hours on the phone trying to get clear information about our delivery, Pacific Sales, Best Buy, and the delivery company they use still could not get their act together. Then, at approximately 2:00 a.m., we received an email saying that our Wednesday delivery appointment needed to be rescheduled to Saturday, September 26. That is completely unacceptable. We had already arranged our schedule around the Wednesday appointment, spent hours making phone calls, and expected the delivery date we were given to actually mean something. Instead, we were pushed back several days with almost no meaningful notice. The delivery company appears to have serious internal communication problems. One department does not seem to know what another department is doing, information is inconsistent, and nobody seems willing to take ownership of the problem. The entire process feels rushed, poorly coordinated, and lacking in professionalism and work ethic. To make matters worse, Best Buy itself entered our Gmail address incorrectly as “Gmial,” which meant we were not receiving important delivery information in the first place. That is such a basic mistake, yet it created even more confusion and wasted even more of our time. After all of this, we asked Pacific Sales/Best Buy for some sort of compensation for the hours of wasted time, the canceled delivery, and the inconvenience they caused. We were told they would be glad to offer us a $25 gift card. A $25 gift card. After spending thousands of dollars on appliances and losing hours of our time because of their mistakes, that offer felt insulting. Then the last representative told us they would be glad to give us 10% off. What was not clearly explained was that this was also being offered as a gift card, not as an actual 10% refund or reduction in the purchase price. That kind of misleading and incomplete communication is exactly the problem we had been dealing with from the beginning. Pacific Sales may have once had a reputation for being a higher-end appliance store with better service, but being owned by Best Buy means customers are now dealing with Best Buy systems, Best Buy customer service, and Best Buy’s delivery operation. Based on our experience, that has not been a positive change. Best Buy cannot simply hide behind a third-party delivery company either. They chose the delivery company. Pacific Sales and Best Buy accepted our money. They are responsible for the entire customer experience from the sale through the delivery. When customers spend thousands of dollars on major appliances, they should not have to become their own delivery coordinator, spend hours on the phone fixing other people’s mistakes, chase down basic information, and then receive a 2:00 a.m. email telling them their scheduled delivery has been pushed back several days. The amount of wasted time, poor communication, careless mistakes, and lack of accountability has been unbelievable. Anyone in San Diego considering purchasing major appliances from Pacific Sales Kitchen & Home should understand that you are ultimately dealing with Best Buy and its delivery system. A lower price means very little if the company cannot reliably deliver what you purchased or clearly explain how it intends to make things right when it fails. One star is far too generous. If zero stars were an option, that is exactly what this experience deserves.

Arthur Leija was wonderful to work with. He knows his products so well and was more than willing to help. You don't get service like that anymore. Best Buys should be very happy that they have an employee that cares about his job. He was so friendly too. I highly recommend working with Arthur.

Both Nick & Blake were outstanding help and made my purchase experience 5 stars. Both were very helpful with their knowledge of the products and in the technician side when I wanted to do a refund for one appliance and purchase another. Amazing show room as well!