Best Buy Chino

Very disappointing and frustrating use of AI by Best Buy. I tried calling twice to talk with someone about cell phone product availability. Plus I had several questions regarding existing cell phone data recovery and repair, data transfer and process for obtaining a new sim card. Apparently Best Buy now prohibits any direct contact with a live person. I was informed by AI that I must drive down to the store if I wish to talk to anyone. So much for Customer Service with AI.

I’ve been a Best Buy customer for years, but this experience completely changed my view of the company. Best Buy hides behind confusing and inconsistently applied return policies, then stonewalls customers when issues arise. I was bounced between store staff, corporate support, and “executive resolution” with no one taking real ownership or offering a reasonable solution. Each interaction felt scripted, dismissive, and designed to exhaust the customer rather than help them. What’s most frustrating is the lack of accountability. Policies are selectively interpreted, explanations change depending on who you speak to, and once they decide to say no, meaningful conversation stops. Escalations lead nowhere. Transparency and basic customer respect are clearly not priorities. For a company of this size, the customer care experience is shockingly poor. If something goes wrong with your purchase, be prepared for a long, frustrating process with little to no resolution. I would strongly caution anyone buying higher priced items here. Once Best Buy has your money, you are largely on your own.

I received a $10 credit! I walked in and told one of the employees what I needed and was guided to the exact place. I was standing in line to pay and Angel opened up and helped check out. He was very kind and helpful. I told him I had the credit and he verified it was still good. Excellent experience as usual.

Love the customer service 😁