Best Buy Cerritos

Cerritos Store manager Daniel blatantly lied to me about the return policy to protect his store’s sales numbers. I purchased a freezer chest at the Lake Forest store on Mar 22nd to use at a family member’s home. Upon opening the box, the product was damaged and had burn marks all over the bottom. I took the item to the nearest Best Buy (Cerritos) and attempted to exchange for a new one but was told I needed to go back to the original store. I tried arguing with store manager Daniel why I couldn’t do an exchange but he wouldn’t help me. Later that day, I ended up taking the defective freezer back to the original store and getting a refund. The two employees helping me with my return told me “that manager lied to you, you can return all products to any Best Buy store”. They further explained that Daniel probably lied “because he didn’t want the return to hit his store and show as a loss. Some stores are struggling and they don’t want their numbers to look bad”. Shame on you Cerritos store manager Daniel. Lying to customers and causing inconvenience all to protect your numbers!!

I'm fairly confident I was lied to. I went to purchase something that said "Available In-Store Only" on the website. I got there at opening and an employee told me they "sold their whole stock online" and didn't have any left. When I inquired just how someone managed to purchase an "in-store only" product online, she began to backtrack, but then repeated it, and all in all seemed very unsure just what happened to the inventory. It's one thing to simply not have inventory(or even refuse service, that's fine!)-- it's another altogether to lie to customers, and I'm 90% sure that's what happened to me. I'd rather be told the truth that an employee bought out the stock before doors opened so I can make a note to avoid the store.

John, a Sony Home Theater Specialist, demonstrated a lack of efficiency and attentiveness in his role. Despite being provided with a SKU number and a clear product description explicitly listed as an Open Box item on the Best Buy website, he was persistently insistent that the product was not available for purchase. Multiple clarifications were given that the item was not on retail shelves but was indeed in stock for pickup. However, instead of verifying this information, he chose to scroll through the reviews section of the product page, incorrectly concluding that no Open Box versions were available. Only after repeated explanations did he finally check in the back and confirm the product’s availability—exactly as had been stated all along. Furthermore, he offered no assistance in suggesting alternative options and simply left. This experience reflected poor customer service and a lack of product knowledge.

We got "help" from John, Sony HT specialist and he was so rude. His attitude throughout the entire process was terrible. We had specially asked for a product and provided the SKU and he gave us attitude about how we couldn't find the product. Even though the product ended up being the back with most of the open box stuff is. I would not recommend going there for customer service if you have questions.