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Just had the worst shopping experience at Best Buy mission viejo thanks to one of the managers named Diego. Purchased a tv and then was told they would not assist me with putting it in my car but seemed to enjoy watching me struggle to do it on my own due to a new policy They were more comfortable watching me risk injuring my back lifting it in my car than assist me For literally the 30 seconds of help needed. Two reps bizarrely watched as I placed the tv in my car like they enjoyed not having to help. I was so amazed I walked back in to complain to a manager and that is when I had the misfortune to meet Diego. He said that was the policy and that he had watched me load the tv and stated I was voiding my ability to return the tv by loading it and leaving. I was and continue to be stunned. I stated I wanted to return the tv immediately and walked outside. Let me be clear, Diego did not give a damn. I went out and he soon followed with the documentation showing this new policy and threatened that he would void my ability to return the tv because I loaded it in my car flat. He then Told me about free delivery and I told him NO one informed me of that option. I proceeded with the return and Diego then refused to assist me pull the tv out of my car. Again a strange power play from my perspective but par for the course when dealing with a manger that cares nothing about customer service. Tv was immediately returned but I guess as long as Diego was spared having to help load a tv or provide any semblance of customer service at least he was happy. FYI Costco helps customers load tvs in their cars all day long. I have purchased multiple items from this location over the last few years (tv recently, washer and dryer, stove fridge, etc.) from this store before but I wanted to let you know as this type of behavior will destroy your reputation and sadly I see Diego has received similar reviews recently so this is a pattern. His leadership or lack of leadership will infect the entire team. I will not be back to this store. There are other retail options and clearly Diego does not want our business!

The store manager Diego is literally the most smug guy I’ve ever met. I was trying to return a monitor because a red line on the left side of my screen appeared so I wanted to exchange it. I was still under the return exchange period but Diego said because I damaged the screen he couldn’t exchange it. I repeatedly told him I didn’t damage the screen but he told me it didn’t matter since it looked damage he couldn’t take it back, this monitor cost almost 2 thousand dollars after taking it out of the box and getting the screen smugged with finger prints I had to carry it out. I noticed as I was leaving Diego gave me a smirk. The manager is utterly useless all he does is hangout in front of the store laughing with other employees.

Update- After what felt like a million phone calls I was told to just take it to a different store I chose the lake forest location and the experience was so much better the staff really wanted to help me and they got my exchange to go through. When I had told them what I went through at the Mission Viejo location they were shocked to know how I was treated and said at the minimum to get an exchange for the same product, they said being a Best Buy plus member should have helped in my favor. I never wanted a refund I love this monitor but having defects sometimes on products is just sometimes unavoidable. Thank you Lake forest Best Buy I think moving forward I’ll be doing all my shopping there from now on.

First off. I live very far from this store. I ordered an item in open box good condition online. The order was marked as ready to pickup by store employees.

When I reached store, the item was missing. Store employee and manager wasn’t able to resolve issue as any alternate item wasn’t available at all. I drove around 100 miles to and fro from my place.

Tried to contact Best Buy online and all they could offer was to refund my order, to which I refused as I want similar item from them and I mentioned I will escalate the case. No respect for time, gas and money wasted on customer end.

Around 1 week later, I see that the item is marked as “Picked up” online.

DO NOT ORDER ONLINE FOR STORE PICKUP AT THIS LOCATION. THEY DONT BOTHER TO CHECK IF THE ITEM IS COMPLETE AND MARK THE ITEM AS READY TO PICKUP. NO COURTESY FOR CUSTOMERS TIME.