I would like to voice my extreme disappointment in the astonishingly misleading and overall bad level of service I have received in connection with a Pacific Kitchen & Home / Best Buy appliance purchase. Particularly, I want to highlight the deceptive tactics by which the so called "Premier Protection Plan" is sold. In late June, I purchased a dishwasher ($900), refrigerator ($2800), and freezer ($800) from Pacific Kitchen & Home at Best Buy. The dishwasher came highly recommended in respect to reliability by the Pacific sales rep. Furthermore, the sales rep very aggressively pushed the so called "Premier Protection Plan", which is essentially an expensive extended warranty plan. The plan was sold as a "no hassle" service that would kick in the "unlikely event" that one of my high-end appliances should break. Less than 6 months later, this claim was put to the test when my "highly reliable" dishwasher completely broke. We called Pacific sales and after a long long wait time we were told that there would be no service available for 10 days! When indicated that this was unacceptable, a representative who identified herself as "Nicole" put me on hold for over 30 minutes and then dumped the call. I called back and spoke with a representative named "JR" who seemed completely unconcerned by my hold/hangup treatment. JR also asserted that my "premier protection plan" does not "really" protect me for the first 2 years! And that I would need to contact the manufacturer. At least "Nicole" did not deny that I was protected, but now the story was changing. When I asked to speak with the manager to resolve the conflicting positions being asserted by the representatives, I was put on hold for over 25 minutes. "JR" came back to tell me the "Adam", the manager, was "in a meeting". Having lost a large part of my workday to this hassle, I agreed to a call-back "very soon". No call ever came from "Adam". I then called three additional times trying to get in touch with a manager, any manager, each time they were "in a meeting", "with a client", or otherwise "indisposed" (whatever that means). Each time a call back was promised and each time no call ever materialized. In conclusion, there are two major problems here: (1) The Pacific/Best Buy sales rep misrepresented the terms of the so called "Premier Protection Plan". (2) Pacific sales/warranty service is absolutely awful. It is difficult to believe that Best Buy, which is an otherwise decent company with which I have successfully conducted business for many years, tolerates this toxic and very short sited approach to customer service. I feel very much deceived here and taken advantage of by the misleading tactics of Pacific Kitchen & Home / Best Buy. read more

Pacific Kitchen & Home - The so called "premier protection plan". Don't fall for it! - Appliances Near Me - Cedar Park, Texas

See all

I have been waiting to shop at Pacific Kitchen and Home till I was ready to purchase my new wall oven/microwave combo and cook top. But, after reading all these bad (really bad) reviews I think I'll shop somewhere else. read more

In 2016, I remodeled my house and purchased all new appliances from Pacific/Best Buy. I also purchased a protection plan, Premier Protection Plan (888-825-2678), for the more expensive appliances. Today, I called Premier about my refrigerator for the second time and was on hold for just shy of 2 hours before speaking with a human being. The "music" playing while I was on hold was nothing less than torture. This was a miserable experience and terrible way to waste 2+ hours. To add insult to injury, I was told the supervisor was busy, could not talk to me and that the operator couldn't give me his name. Bottom line the Samsung refrigerator is lousy and so is the Premier Protection Plan. read more

I have always adored the service I receive from Best Buy, so I was really excited to pick out my new $2,500 washer and dryer there. My sales consultant (Mohsen) was awesome and answered every single question I had. But that is where the awesomeness ends. Bottom line: don't expect white glove service aor 5-star treatment away from the store. 1st attempt 2/11/2015: The first attempt to deliver my W&D, the driver hit my wall with my old dryer and dropped it on the corner of the dolly, scratching the surface, my wall and creasing the door. Considering my old set was going to be gifted to someone, I was not happy with the damage. When I confronted him about the damage, he denied that he damaged the dryer or my wall even though I was standing right in front of him when he did it. He saw me watch him do it. Then the other driver ( who wasn't even in my house at the time) said the other employee didn't do it. Then when attempting to reverse the dryer door, they broke it. They asked me to lie to their warehouse and say that it came broken so that the warehouse would not "fire them" or "take it out of their paycheck." They left me with only a washer and a damaged old dryer. My Best Buy Salesperson (BBSP) said that a new door would be ordered for my old unit. 2nd attempt 2/13/2015: I had to leave work again to meet them. On this 2nd attempt I asked the drivers if they knew how to reverse the dryer door. "Yes, I just reversed one earlier." 2 HOURS LATER, they are still in my front yard with the dryer door split in half trying to piece it back together. I told them I could not wait any longer for them to try to figure it out. I left them in my yard piecing it back together so I could rush back to work. Before I left, the driver got his manager on the phone and explained to me that they had not received training on how to reverse the door on the new model. He asked when they could redeliver with a driver trained to reverse the door. We scheduled Wednesday and would give me a $60 American Express gift card for my inconvenience. 3rd attempt 2/18/2015: Wednesday morning I get a call that they will be at my house at 4pm to repair and reverse my dryer door... that I don't have. "We don't have that dryer with us and won't be able to deliver the dryer to you today because the dryers are in Dallas." I was told that I would receive a call back later that day. I never did. I called the Pacific Sales manager inside Best Buy and was told by him that he would call me back later that day. He never did. I called and left a message for him to call me back. He never did. I don't know what kind of circus this place is running, but I have never received such horrendous service. 4th attempt 2/22/2015: Success, delivered with the door already reversed on Sunday. The two guys that came, came on their day off which was awesome. 2/26/15 - Best Buy sales person (BBSP) requested via email that my door be replaced and included the SO# 3/01/15 - email forwarded by BBSP to management 3/13/15 - I emailed asking about our $60 gift card 3/14/15 - BBSP emailed they were still waiting to hear from the delivery company in regards to my gift card and door replacement 6/19/15 - 3 months pass with no word from anyone. I emailed entire email chain asking about replacement of dryer door and Amex gift card 6/21/15 - Received email from BBSP's co-worker that he would be "on it" 6/25/15 - I emailed BBSP's co-worker "Any word?" 6/25/15 - BBSP's co-worker forwarded my email to my BBSP instead of emailing me back; BBSP forwards email to Pacific Sales management asking about Amex gift card and door replacement; XPO Logisitics replied asking for Pacific Sales to provide an active SO # 7/1/15 - received $50 (not $60) Amex gift card 8/14/15 - 2 more months with no word. I emailed asking how long it was going to take and for someone to "please handle this for us." 8/23/15 - 9 days pass with still no reply so I emailed again, pretty pissed at this point, asking if they had any intention to replace our dryer door 8/24/15 - Email from someone at XPO Logistics directed to Pacific Sales saying they can't locate the SO# and to please provide an update so that they can review the claim request 8/26/15 - BBSP sent entire order summary to email chain 9/09/15 - 14 more days pass with no word from anyone. I emailed that we ordered the door ourselves (which took less than 10 minutes and $71.56 of our time and money) and that we would like to be refunded this amount since apparently their crew of 9 couldn't handle a 10 minute task within the last 7 months. Rude yes, deserved yes. 9/18/15 - Another 9 days pass with no reply so I resent email from 9/09 9/20/2015 - received email from BBSP's co-worker that he would escalate this to the corporate office and would contact me within 24 hours. 9/22/15 - Received email that our email was again forwarded "to show where this issue is headed" 9/28/15 - STILL WAITING read more

Went into Best Buy 3 weeks before closing of home and purchased refrigerator, top of the line washer/dryer with matching peds. Pacific Sales is managing their appliances these days. The day after closing, received call from delivery team that my items were on their way to be delivered. Received washer / dryer and peds although one was dented. No REFRIGERATOR! Called sales rep and he stated that he called me the DAY BEFORE to tell me the refrigerator was no longer available. Excuse me? Although I never received a message, why would anyone who clearly tells me at the time of the sales that their was enough inventory call me at the last minute. Initially did not offer a contingency plan. Finally said to come in and they would find something in the same price range. Reluctantly I went. I had to have a refrigerator - my old one sold with my previous home. Went in and did not like the alternative he provided. Instead pushed me to pay more for something else or get my money back. I nearly decided on something else but then tells me that delivery would take 3-4 days. WHAT! I told them to hold on and ran over to Lowes. Found exactly what I wanted but step up and slightly cheaper - better warranty and they delivered the following day. Went back to Pacific and got a refund on my refrigerator. Was able to get a credit for the dented ped but have yet to see it. They also promised me a gift card for my inconvenience - still have not seen that. I paid cash for all of this...nearly 6K and that's the crap they put me through. Do your research and at all costs...trust your gut when it comes to dealing with sales staff. read more

I wish we can give zeros on Yelp! These guys sit inside Best Buy and sell the appliances. Worst customer service I have ever experienced. When I had my refrigerator delivered this week it was damaged. No problem, send me another one. Called the delivery schedule guy for another delivery slot and he was very rude. In addition, I had to go back into the process of being booked for delivery later in the week. No attempt to for a rush order, no attempt to match my schedule. I also left multiple messages for the sales person and received NO RESPONSE. Will never purchase an appliance from Best Buy again. read more

Pacific and Best Buy has me so frustrated I cannot waste my time with details but they planned a delivery of a refrigerator, removed my old one and did not have a new one ordered for me. The removal crew, flooded my kitchen, left a trail of water through my living room and with the frig on a dolly, ran into the door trim on the way out the door. Pacific blamed the delivery people (XPO Logistic) for not picking up a new frig and XPO blames Pacific for not ordering one. Of course Pacific has not manager to talk to on the weekend. The bottom line is that I will never return to Pacific Kitchen(in side of Best Buy) and Best Buy will be my last choice for electronics. By the way, Lowes has the same price structure as Pacific. read more

This is easy.. Pacific kitchen SUCKS!!! They do not take care of there customers!! They sell you a warranty that does absolutely nothing. We bought a LG dishwasher a yearly ago. The last 6 months it has not worked, 3 repair men, still doesn't work . All they say is we can't help. read more

I would give 0 stars if I could. Ordered a refrigerator a week ago and was told it would be here 2 days ago between 4-8pm and delivery guy would call 45 min before arriving. I gave up teaching a class for $50 to be home & got no call and no refrigerator. I called at 8:45 and was told to call the next day to reschedule the delivery. I called at 10am and was finally called at 5:30 to be told it would be delivered the next day between 8-10am. I work and wasn't given any other choices for times , so I arranged for my daughter to come over and wait. AGAIN- no call, no refrigerator. I'm getting a refund & taking my business somewhere that will respect my time & my money. read more

Worst service ever. dealt with a guy by the name of jerry Nuckolls, extremely rude and pushy.

Yelp should have a ZERO stars. I purchased an expensive, top of the line oven, microwave and cooktop from Pacific Sales. First let me say the customer service by Sean and the manager Ken as being unacceptable. We waited longer than told regarding our delivery and when we called, no one would return our phone calls. Frustrated, we ended up driving more than an hour to the Cedar Park Blvd. sales office. The guy who originally assisted us went from being helpful to "hey, I got my sales so no need to follow this through" attitude and would not come from their storage room to talk to us. We waited more than 30 minutes and asked for the worthless manager Ken. He knew we were there to get help but he made sure he was not available to assist us. As a result we had another sales person to help. There were all kinds of mistakes with our bill and shipment which we still were not reimbursed for. When the manager eventually surfaced because he thought we had given up and left the store, my husband heard him speak very ill of other customers and folks from Texas. In my view if you don't like the state you are in, perhaps you should leave! In addition, when we finally called someone to get our items installed, that was a major joke, The installation was shoddy. Stove was put in incorrectly which resulted in another service call. In the end, we never received a call back from the Sales person Sean nor the manager Ken, but we did hear from others in the store that those two were the worst and we should have gone elsewhere for our items and to make sure we complained. This should have been a pleasant w/experience but instead our trip to the Cedar Park Kitchen and Homes Pacific Sales Office was a pure nightmare! read more