Best Buy Culver City Westfield

I had a really frustrating experience with a recent TV pickup order. I bought a TV for $279 and used a $10 coupon, choosing same-day store pickup at the Culver City Best Buy because the app said it would be ready that day. When I arrived, they told me to wait 15–20 minutes while they prepared the order. While I was still in the store, I got an email saying my pickup location was changed to the Westfield Shopping Mall Best Buy. I drove to the Westfield store, where they again told me to wait. After about 20 minutes, an employee said they had around 300 orders and couldn’t process mine that day, but assured me I could come back the next day at any time and my TV would be ready. When I got home, I received an email saying my order had been cancelled—no one asked me, and this was after they had just told me I could pick it up the next day. Now the same TV is $299, my $10 coupon is gone, and I ended up placing a new order at the higher price after wasting time driving to two different stores and getting conflicting information from staff. If they had just told me from the beginning that the TV wasn’t available for pickup and suggested shipping at my original price, this whole situation could have been avoided. Instead, I was given bad information multiple times, my order was cancelled without my consent, and I’m now paying more for the same item.

Came all the way from Hollywood with a friend just to be told by Sandra, the manager, she isn’t doing any exchanges and returns and barely has done them all day purposely. Mind you they had over an hour til closing. Is this someone that should be working here?! Guarantee this will be escalated to corporate. And if I have to we will be contacting the CEO and make sure everyone we know and on social media is aware to never step foot in this Best Buy location. This experience was unacceptable and we have never experienced such laziness and poor customer service at any other Best Buy location from LA to Vegas to Atlanta to Birmingham. It’s clear from other reviews that you guys have poor management at this location.

The store isn’t even closed and the manager claims she isn’t going to do an exchange nor return and barely has done them all day. I will be calling in the morning when customer service is open to report Sandra.

Would’ve been a 5 start review for a quick online pick up with great customer service but a manager named JD decided to pull aside the employee mid transaction to address a different issue which I consider very unprofessional and intimidating like behavior. He even told the employee he shouldn’t address coworkers while customers are present and he did the same thing. The pick up line got long and caused the employee to be visibly uncomfortable.and anxious when he proceeded to finish assisting me with my pick up.