Pacific Sales Kitchen & Home Mission Valley

We were super impressed today with the top notch customer service at this location (night and day difference from another location we went to last week). Not only was the appliance specialist Xylina knowledgeable, efficient and courteous, but every employee we interacted with- from the initial greeting to the checkout- was pleasant amd helpful and the whole team worked together really well. Great experience all around. I can honestly say I can't remember the last time I encountered this level of professionalism in any business interaction anywhere. These are the kind of folks I would hope hire for my own business. We also appreciate the great deals right now with the labor day extra money back on the credit card plus the Best Buy membership that got us even more money back. Highly recommend the Morena location.

I have been a Pacific Sales customer for decades, which makes this experience even more disappointing. We purchased a Scotsman ice maker at the end of May. The first unit was delivered and installed, made one batch of ice, and never worked again. After waiting approximately another month, a replacement was finally delivered and installed. That unit had a non-functioning refrigeration system and never even got cold enough to make ice. We then waited approximately two more months for a third unit. On the day the third unit was finally scheduled for delivery and installation, I received a call saying it could not be delivered. No one could tell me why, and no one could tell me when it would actually be delivered. What has made this situation unacceptable isn’t simply receiving two defective Scotsman ice makers. Equipment can fail. It’s the complete lack of customer service and leadership from Pacific Sales and Best Buy throughout this process. After the second defective unit, I specifically requested that the situation be escalated and asked for a callback from either Pacific Sales management or a Scotsman representative. No manager called. No Scotsman representative called. No one seemed willing to take ownership of a customer who had already received two defective units and had been dealing with this for months. When I finally did receive a callback from David, I was hopeful that someone was going to listen and help resolve the situation. Unfortunately, the conversation left me even more frustrated. He seemed much more focused on getting me off the phone than allowing me to fully explain what had happened and why I was so frustrated. The conversation then turned to the possibility that our hard water could be causing the problem, which made it apparent that the entire history of our situation wasn’t understood. The second ice maker’s refrigeration system didn’t work—it wasn’t a water-quality issue. After months of dealing with this, I shouldn’t have had to start from the beginning and explain everything again. At this point, I have requested that the ice maker be picked up and that my money be refunded. The most frustrating part is that this outcome could have been avoided. Had a manager simply gotten involved after the second defective unit, called me, listened to what had happened, and taken ownership of resolving it, I probably wouldn’t be writing this review. After decades of doing business with Pacific Sales, I genuinely don’t know what has happened to their level of customer service. Nearly three months, two defective units, a third delivery that didn’t happen, repeated requests for management involvement, and still no meaningful ownership of the problem. An absolutely terrible customer experience and certainly not the Pacific Sales I remember doing business with for so many years.

The true test of a Company’s commitment to customer service is how they respond to problems. I purchased a glass cooktop from Pacific Sales and paid for them to install it. Three weeks after the install, the glass cooktop separated from the stove base. The manufacturer determined the stove failure was due to faulty installation. On 8/5/26, I notified Pacific Sales of the stove failure and requested replacement. An inspection was scheduled for 8/18 and I waited all day but they never showed up nor did they make contact. I contacted the Corporate office and was told the inspection would be rescheduled by 8/24 but it still hasn’t been rescheduled. It has been incredibly frustrating to chase Pacific Sales with little to no response. I have been without a stove for over a month with no end in sight. I would strongly recommend anyone considering an appliance purchase from Pacific Sales to reconsider. Their customer service is a disaster.

Manny was very knowledgeable and quick. So appreciate his help.