Best Buy El Camino Real

Very staff. Answered all my questions on an iPad and accessories.

I would give zero stars if I could. Buying the LG C5 OLED (77-inch) should have been an exciting upgrade, but it turned into a weeks-long battle against corporate incompetence and potential internal fraud between LG and Best Buy. The Situation: I ordered this TV for pickup. When I arrived, the box wouldn't fit in my car. I told the staff I couldn't get a truck and needed to cancel. They assured me they did not mark it as picked up. LG support then told me to wait 5 days for an auto-cancel so I could re-order for delivery. I did exactly that—re-ordered, and the new TV was delivered. The Fraud/Error: Suddenly, days after my failed pickup, I get an email saying I picked up the original order. I was nowhere near the store. I didn’t sign anything. Someone at that Best Buy location manually marked a $3,000+ TV as "Picked Up" days after the fact. The Runaround: • LG: Told me it’s "Best Buy's problem" and refused to help, even though I bought it through the LG website. • Best Buy: I spent hours on the phone. I was redirected 4+ times in a single call. They lied and said there was no record of my previous calls (despite me having email proof). • The Store: When I finally got through, they admitted the TV was still sitting in the store but refused to refund me unless I physically walked into the building. I am currently in New York—the store is not. They essentially tried to keep my money for a product they knew they still had in their inventory. The Resolution: Neither LG nor Best Buy ever fixed this. I only got my money back because I filed a dispute through PayPal. Bottom Line: The LG C5 is a great TV, but DO NOT buy it through the LG/Best Buy pickup system. Their systems don't talk to each other, their employees are either fraudulent or completely untrained, and if something goes wrong, they will happily leave you $3,000 in the hole while pointing fingers at each other. Worst customer service experience of my life.

Staff that does not know shit about policies and rules. They just wanna sign you up for shit without following due process and put me in an extremely weird situation. And the gall to ask for us to sign up for extra shit. Petty people couldn’t give me a freaking bag lol.

I ordered an open box item online and the item arrived locked which was frustrating. Went to this store and I was happy with the overall customer service and the result they provided and they acknowledged the mistake Best Buy has made and tried their best to correct the problem. Thanks to Jose and others who helped me out. Keep up the good work.