Best Buy Encinitas

I bought a washer/dryer combo unit. When they installed it, they didn't have it level with the floor. The guy even put a level on it and said it's not that bad. It was clearly not level, and the level showed it. It was comical. I told him I wasn't happy. He said he can't do anything to fix it, and that it was up to me to put something under the feet to level it. I pointed out that the front feet weren't even close to level. He said that it was a problem with the back feet not being adjustable. Washer stopped working later that day in the middle of a cycle. I called best buy and told them my issue about the leveling. They said they'd replace the washer/dryer and send a DIFFERENT TEAM this time. They showed up today and sure enough it was the SAME exact TEAM they sent previously. So now I have to argue with the guy again about leveling it. He gives me the same excuses. I told him do the best you can. Low and behold it's level, and I thank them for getting it right, but I had to argue my point way too many times for something so simple and obvious. The Best buy customer service experience sucks. They have some crappy AI answering service that wastes your time. When you get a person they say they'll do one thing, and the opposite happens. When you call, you'll probably get routed to someone in India that has no clue what's going on. If you're lucky you'll get an American on the phone. Even when you do they make empty promises that won't be kept. UNHAPPY WITH THIS EXPERIENCE WITH THIS BEST BUY.

Customer service has some room to grow

Ordered an open-box washer and dryer from this Best Buy location that was described as cosmetic damage only. After waiting 2.5 weeks for delivery, the dryer arrived with a dent that is clearly causing a mechanical issue. It produces an extremely loud thumping during operation. This was not cosmetic damage. The unit was delivered in a condition that affects functionality and should not have been sold as “cosmetic only.” I spent the entire morning trying to get this resolved and was told I’d receive a callback within 2 hours, which never happened. I was then told they would not replace the open-box unit or honor the original pricing, despite the item being misrepresented, leaving me with no option but to order a brand new one at a higher price to resolve the issue. Really disappointing experience and lack of accountability. This should have been handled much more appropriately given the circumstances.

ANTHONY! Geek Squad guru!! This amazing young man has been wonderful. I lost thousands of files on my computer today and although we are not completely done with the process .. I can say.. no matter what we finally recover.. he has been a gem. I appreciate his thoughtful attention and also being mindful of not over promising. I feel like he is doing his best and that is all I can ask for. Someone who actually cares. The entire staff that’s been there today has been kind and saying hello to me the numerous times I’ve been back in to check on my computer. lol Anthony took his lunch and while away, Sergio held down the counter and made sure I felt comfortable and that things were progressing!! I highly recommend these guys. Now, I pray my files come back in one piece!! 🙏🙏🙏