Best Buy Signal Hill

I visited the Best Buy in Signal Hill to pick up an online order I had purchased last week. Upon entering, I noted there were two separate lines: one for online order pickups and one for carry-out purchases. There were two employees working behind the counter, I was the only person in the pickup line, while the carry-out purchase line was quite long. A young man behind the counter on my side acknowledged me, confirmed I was in the correct line for an order pickup, and stated he would be with me shortly. However, after finishing with the customer he was helping, he proceeded to call the next customer from the long carry-out line, and then a second one. I felt compelled to ask if I was, in fact, in the correct line, and he confirmed I was, but explained that the carry-out line was longer and those customers had been waiting a long time. After he said that, I told him, well you should have said to get in the other line earlier, I then proceeded to the carry out line and was helped by the young lady behind the other side of the counter. This whole situation left me feeling confused and foolish. While I don't expect "fast lane" or VIP service—I am a paying customer just like everyone else—I do expect clear communication and good customer service, which this was not. The line was long yes, but I didn’t wait too long. If the plan was to prioritize the longer line, the pickup line should have been closed, or I should have been explicitly asked to join the other queue from the start. Better communication, like simply stating that the pickup line was closed and directing me to the main line, would have prevented me from leaving upset. This lack of clarity and poor handling of the situation truly left a bad taste in my mouth, and I do not plan to return. Best Buy needs to do better, implement clear signage, and improve communication with its customers.

A lot of safe, everyone greeted you direct you to the location for what you were looking for items were there check out lines moved fast in and out

My iPhone 13 Pro Max entered a boot loop of death. I took it to this Best Buy because I didn't want to deal with the long waits for the Apple Store. It took me forever to be acknowledged by anyone and when I was finally acknowledged the service was rude and standoffish. Geek Squad told me the device was unrepairable and would need to be replaced. The one good thing was that the device arrived rather quickly, but I was on a work trip as I had mentioned at the time I authorized the replacement. The guy who helped me didn't make a note that I would take some time to pick it up and called me 4 times in a row to try and get me to pick up the phone right then and there. Despite being in the middle of travel I finally was able to pick up and remind him that I was out of town. Because my job moves quickly, I needed a phone ASAP and already had a new phone by the time I initiated the replacement. I was happy to hang on to the replacement iPhone as a backup phone. However, since it's just been sitting around we decided to sell it. The final cherry on top of this irritating, ridiculous saga is that they gave me the wrong device (a 128 GB iphone, not a 256 GB like the phone I turned over) and have absolutely NO record of the device that replaced mine. No serial number, no model number, NOTHING! The person who bought the phone is unhappy because they feel ripped off, we're unhappy because we feel ripped off, and we're stuck paying. A 45 minute call with Best Buy support was literally like one of the gates of hell just trying to get the serial number of the replacement device (DID NOT GET IT). In fact, on my online portal the device issue is mislabeled as a screen replacement. We ended up giving up and just gave the buyer $50 back to compensate for what truly was Best Buy's mistake. Reading other stories I don't even want to wonder what would have happened had we kept the device and tried to replace it with Best Buy ourselves. I will never, ever recommend Geek Squad support to anyone. Take the extra time and go to Apple.

Very helpful