Best Buy Glendora

In late 2024, I bought a screen protector + installation package for my teenager’s phone at Best Buy Glendora. The salesperson specifically told us it included free replacements and free installation for as long as she owns the phone, that’s why we chose this more expensive option. The first replacement in mid-2025 went smoothly. However, when we returned two days ago for another cracked protector, the store manager, Greg, informed us that the policy had changed, and free installation was no longer offered. I explained that we were never notified of any change and asked them to honor the original terms we purchased under. I politely repeated my request to “grandfather” our plan, but Greg repeatedly claimed he “didn’t understand” while being clearly condescending and dismissive. When I mentioned I prefer supporting brick-and-mortar stores for better service, Greg arrogantly replied that Best Buy is a billion-dollar company and my business “won’t affect his store.” The message was loud and clear: your loyalty and your business don’t matter. I understand policies can change, but customers who bought in good faith deserve to have the original terms honored. The condescending attitude from the manager made the experience even worse. For the record, the nearby Monrovia Best Buy recently closed. If this is the level of management and customer care Glendora offers, I can see why customers are walking away. I will now be taking my business online where prices are lower and I don’t have to worry about being belittled when I ask a store to honor the deal I originally agreed to. Best Buy corporate should take a hard look at both their warranty/replacement communication practices and at whether Greg is the right person to represent your brand in Glendora. Customers deserve better!

3/20 update: Thank you to Jorge who took care of our stressful situation of not being able to pick up our items due to a system issue. We were notified on 3/19 that our items had been picked up (not by us) and were still charged. Jorge took the time and effort to call me and corrected the entire situation. On top of that he went above and beyond to make sure my son got his gift for his birthday. Martha could definitely learn from Jorge on how to handle things! 3/18 Poor managed store, poor customer service. Wasted our time due to a system issue with no resolution and poor support from management specifically Martha!

Poorly trained associates. Sadly, this is what happens when you cut too many corners and your customers suffer. Even asking for a manager was too difficult a task.

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