Best Buy Tustin

Would not be going to this store again. Tried returning 2 opened laptops I got. Had them less than 5 days and the manager, Hamid, rejected the return on one of them saying I was abusing their return program and would not accept the return. I’ve never heard of this before was a bit surprised. However when I tried to escalate further to speak with his manager he said I couldn’t. And if I continue to escalate further he would make it so I couldn’t return the laptop elsewhere or at all. I took that as a threat and backed off. I understand the store takes the hit on returns let alone open box picked up at other stores but to refuse the return despite it being in the same condition I got it is BS. I ended up going to a different bestbuy store to return the laptop after considering just shipping it back. Had no problems whatsoever at the other store.

If I could give zero stars, I would. There’s a solid reason I haven’t stepped foot in a Best Buy in nearly twenty years, and my trip to the Tustin location was a brutally effective reminder of why retail box stores deserve to go extinct. My wife and I went to pick up a 75-inch television via curbside pickup. Two employees—a bald guy and a brunette—wheeled the massive box out to my BMW X5. As soon as it arrived at the vehicle, it was immediately clear the boxed unit was going to be a tight squeeze due to overall packaging dimensions. Now, I’m a construction project manager and spent 20 years as a technician in the trades. When a problem presents itself, I go straight into solution mode. I didn't panic; I didn't yell. I looked at the employee and offered the obvious, practical fix: "Let’s unbox it right here so we can load the panel safely." His reaction? Utter cowardice. Instead of grabbing a box cutter or showing an ounce of common sense, the guy literally backed away, stammered that they "can't help with that," and abandoned me and my wife right there in the middle of the parking lot. They dropped a massive 75-inch TV box by our vehicle, turned on their heels, walked back inside, and left us stranded knowing full well the box wouldn't fit. My wife and I just stood there looking at each other in absolute shock at the sheer unprofessionalism and incompetence on display. Fortunately, I’m not as completely helpless as Best Buy’s staff. Since their employees lacked the basic initiative to assist a customer in their own pickup zone, I unboxed the TV entirely by myself, carefully loaded the unit into the X5, and left their massive pile of cardboard packaging right there in the parking space for them to come out and clean up. Absolute garbage service from a staff of cowards who are entirely unequipped to handle basic customer interactions. I was reminded today why I stopped shopping here two decades ago—and you can guarantee I will never make the mistake of stepping foot near a Best Buy ever again.

On October 31, I received an email informing me that my order had been cancelled. I left the country believing that my money would be refunded, as that was what I had been told. On November 2, when I received an email saying that the order was going to be delivered, I immediately contacted you and explained that I was no longer in the country and instructed you not to deliver it. However, the order was delivered anyway. I then contacted your customer service team and was explicitly told that I would receive a full refund, even if the order was delivered. During a subsequent conversation, I was also informed that you would arrange to collect the order from the hotel where it had been delivered. However, on November 6, I received an email informing me that my refund would not be processed because the order had been delivered on November 2. I honestly cannot believe that a company of your standing handles matters in such a way. I followed the instructions I was given, contacted you immediately when I learned that the order was going to be delivered, and was explicitly assured on multiple occasions that I would receive a full refund. I expect you to honor what your customer service representatives promised me and proceed with the full refund as previously agreed. It is unacceptable to give customers one assurance and then refuse to take responsibility for it.

Not helpful at all