Best Buy Burbank

Worst customer service ever

My favorite electronics store

I stopped in on 8/2/25 and was asked if I needed help and was directed to the mobile area to purchase a Galaxy Z Fold 7. The guy that walked over, Wilmer, looked like he couldn't be bothered to help me and made it seem like I was wasting his time. He didn't ask me any questions and I had to tell him everything I wanted. First he asked me if I wanted the 7 or the FE which is the Flip not the Fold, so he didn't seem too knowledgeable about the products. I literally had a Z Fold 6 in my hands and advised I wanted the Z Fold 7. After I explained I wanted the Z Fold 7 open box that was listed on their website, he told me, without even glancing at the cage behind him, that it was at the outlet store and they had closed at 6PM (It was 7:05). I showed him on the site where it was at their location and he just stared at me for a second and looked around. At that point I asked for a manager and then he walked away for about ten minutes and came back with another employee, a girl with glasses and tattoos. They looked through the phones in the cage and I heard her state that maybe it was in the back. After another five minutes, she came and told me they couldn't find it. She then proceeded to tell me that it was possible someone returned it and repurchased it, thus causing a computer glitch. She said these happen all the time. I explained that I had drove an hour and with the half hour I wanted and the return trip, I was out 2 and a half hours. She just kinda shrugged and I walked out. I called customer service and they advised that I could go there to pick up the phone and when I advised they did not have it, she told me I should be able to go back there and get it. I decided to just forget the whole thing. This, a long with another issue I had a year or so ago, will cause me to never step foot in this store again. Their customer service and attitude leave much to be improved on.

They will not honor their own warranties. I purchased headphones from this location and less then a year the headphones stop working. I took the headphones back in and was told I had to travel to another location for my warranty. This makes no sense. I will not be shopping here again. Do your research before shopping here or go somewhere else to purchase your products!