Best Buy Cerritos

I strongly discourage anyone from buy appliances from Best Buy. Four years ago I purchased a $4k LG refrigerator, among many other appliances during a kitchen remodel. Less than a year later, the refrigerator’s craft ice maker stopped working. Geek Squad ultimately replaced the ice maker. Since then I’ve experienced this same issue nearly a dozen times. Recently, the Geek Squad agents did not show up for a pre scheduled repair appointment that was made three weeks in advance. I was not given advanced notice of the canceled appointment, and instead was notified the morning of. I’ve asked to return the refrigerator, and I’ve even asked for a replacement or store credit to purchase a new fridge. Best Buy has refused all requests. Their only response has been, “We’re sorry for the inconvenience” and for me to continue scheduling service appointments. According to many of the Geek Squad technicians I’ve spoken with, LG is notorious for making poorly designed ice makers, and Best Buy absolutely refuses to work with its customers. Rather than standing by the products they sell, they push garbage units and shaft their customers. Costco will be my go to store for appliances going forward.

Niko was a great associate. I purchased a 100-inch TV from him, and he took the initiative to make a call to ensure I was able to pick it up without any issues. He followed through and provided excellent customer service throughout the process. He was also available when I returned to purchase a TV mount, and he was just as helpful and professional the second time. His attention to detail and willingness to assist made the experience smooth and stress-free. I will say that the Sony representative was the first person who helped me initially, and I appreciated that as well. However, I walked past several employees in the TV area who appeared overwhelmed or disengaged, and it was difficult to get assistance at first. There were also two associates in the TV section who did not acknowledge or offer help. Overall, Niko stood out for his professionalism, responsiveness, and customer care. He made the experience positive, and he is the reason I would return to this store.

"Manager" refused to knock $40 off a $2,000 laptop to price match. Bought direct from manufacturer for less money, I just had to wait a day for shipping. Managers like this are why Best Buy is closing so many stores.

I used to really like this Best Buy location, but it has become a disorganized mess. I bought a 43" Sony TV from Amazon that arrived cracked. After returning it, I purchased the replacement from Best Buy to avoid shipping damage and was told exchanges would be easy if there were issues. When I got home, the Best Buy TV had the same cracked‑screen problem (likely a bad batch) so I drove back an hour later to return it. Where the experience fell apart... 1. Lack of coordination After waiting in the customer service line, a female employee helped me and brought back a guy from the back to open the box and confirm the damage. The former told me to go to the TV section and bring back the one I wanted. At the TV section, there was no sales rep available, so after waiting around, I grabbed the Samsung myself. When I returned, the customer service desk was empty, so I waited again. The employee who opened my box told me returns were now being handled at checkout, so he placed both TVs with the single checkout clerk. 2. Poor communication between staff While I waited in a long checkout line, multiple employees came and went, helping other customers but not addressing the return/exchange situation. When I finally reached the clerk, the original customer service employee reappeared and whispered that they needed to open the Samsung before I left because I had "already returned two TVs." This was frustrating because... I didn't mind her opening the box, but the reason offered for doing it was misinformed and unnecessarily cynical. No one was listening to what I had already explained multiple times. 3. Lack of ownership The clerk opened the Samsung, plugged it in, and said it looked fine. When I explained the issue was with the Sony 43" models and those should be checked, she replied, "If we sell them." She didn’t understand why I was returning it or even what products Best Buy carries. It felt like a tedious game of telephone among employees who weren't communicating or listening. If you are the store manager or regional manager, you have a site that seems to (a) have no single point of contact. One customer should not be handed off to three or four different employees during a simple return. Customers shouldn’t have to repeat the same explanation multiple times, especially with employees who struggle with listening skills. (b) Understaffed or uncoordinated departments (not enough sales rep in TVs, no one at customer service, and only one checkout clerk handling returns). I know hiring is difficult these days, but this was a bit much. This experience was enough for me to take my business elsewhere in the future. UPDATE: Case in point: Best Buy's response is a template asking me to DM them on social media. I have already provided the transaction details and specific feedback here. If management is interested in fixing the issues I've detailed, they have my contact info on file from the return. Instead, the solution is to pass me off to yet another department on social media.