I never thought I'd be buying appliances from Best Buy, but in the past couple months, we've bought a washer and now a dryer from them. I used to buy at Home Depot but recently, I went with a friend to buy appliances and the wait time was so long. We had to take a number and wait so long only to find limited inventory. When our washer went out, we needed a replacement and fast. Pacific Kitchen and Home -located in Best Buy, had a pretty good selection and so we bought a washer. The problem though was scheduling delivery. We had to wait over a month. Last week, we bought a dryer and the delivery wait time, although long, is not as long as before. We bought the Total Tech Support plan which was a bit pricey at $179, but it offers a longer period in which you can return an item. Normal return time is 2 weeks but with the Support plan, we had two months, which allowed us to return the washer we bought (too big) for a smaller one. The plan also has a price match which gave us additional money off since there was a Black Friday special sale on the washer we bought. I also liked that Best Buy had more low-tech options for washers and dryers. This time we bought a Maytag washer and dryer, smaller, without all the bells and whistles. And much cheaper that the electronic models. read more

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I purchased a fridge from Pacific Kitchen a few years ago, and although we had some coordination issues with delivery at the time, I remember it being an okay experience. I came this time around for a washer/dryer combo. I had tried a couple other suppliers first, and everywhere is out of stock now I guess because of COVID. It took probably about 10 minutes to get a customer service rep's attention. Then they proceeded to try to sell us a bunch of stuff that we didn't need. By the time we had a chance to talk and made clear the models we wanted to check on, they said that they would check on it being in stock and get delivery scheduled. While waiting another 20 minutes, we decided to look up the current reviews online. Turns out it wasn't in stock, and we wasted over half an hour of our day for no reason. Based on the online reviews, it sounds like it's a good thing that we didn't work with this company. read more

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So many people come to Yelp to air their grievances, which I totally get. Shopping for big ticket items is frustrating in the best of circumstances and Oahu is a small island in the middle of a vast ocean. Pacific Home Sales is the appliance division of Best Buy, and I had a really great experience dealing with Tony there yesterday. He is smart, polite, and fast, and I highly recommend him. I will never go to Home Depot and Lowe's again for appliances. I had picked out an entire suite of matching appliances for a complete home remodel some months ago. When I was finally ready to order, the induction range was unavailable. Through relentlessness, Tony found out that it was scheduled to be discontinued the following month. He then found a way to sell me their floor model at a significant discount (even though that is not their usual policy), thereby saving me the stress and hassle of selecting all new appliances at the last minute. Five stars are not enough. I want him to get a raise, a pony, and the day off. Thank you, Tony! read more

This past week we started to do some major renovations to our house. We had our entire bathroom, & kitchen ripped out! Everything is GONE! And I'm not kidding.......everything that was attached to the floor, or was hung on the wall was ripped out - the bath tub, medicine cabinet, toilet, counters, sinks, lights, water pipes, electrical switches, & mirrors.......all gone I tell ya! All that is left is just plain wood..........and a few holes in the wall where the pipes use to exist. As we are redoing our house..........we also needed buy some new appliances, (since we threw out our current appliances). Yes, all our appliances still work, but since we are starting new again...........mine as well start all new for 2015! After looking at the ads in the newspaper, we decided to look at a few places for appliances.........and one of the places was - Pacific Sales Kitchen & Home. If you don't know where this place is............this business is located inside of the Best Buy Store in Iwilei. At 1st, we just came by to look at some appliances and do some price comparison...........but after getting top notch service from Pacific Sales Kitchen & Home's professional sales associate - Rachael Meyer, we decided to buy our stove, fridge, & cooking fan from this place. Rachel was very helpful in answering all my questions, she checked the various appliances for inventory stock, gave us a discount on top of the sale price (as she gave us an internet price), and also helping us in our special request to have our fridge door open up the opposite way, than from the conventional way. Pacific Sales Kitchen & Home has an array of stuff........need a fridge? They got that. Need a stove?..........They got that too. Washer & dryer?.........Check, got that too! And last of all........cooking fan?.........Yes, they have that too. Best of all, the prices were real cheap too! My biggest concern about dealing with Pacific Sales Kitchen & Home was, although cheap................ sometimes they do not have certain items in stock, therefore you will have to wait a few weeks before your appliance comes in, causing a delay in getting your appliance. Lucky for us, the stove, & fridge was available, so there will be no delay in getting it. Unfortunately they didn't have the cooking fan, so there will be a small wait about 4 to 6 weeks........... but no big deal..........the cooking fan is not that important. But to do without a stove, or fridge, that would be kinda hard........ The best part about doing business with Pacific Sales Kitchen & Home was - 1. The top notch service we got from Rachel Meyer! 2. They had the stove & fridge in stock for quick delivery. 3. Delivery is free if you spend over $400.00 4. They will remove your old appliances for free too! 5. Great prices! I will be back again in a few months to see Rachel again, when I have my downstairs Kitchen & Bathroom ripped out! Big "MAHALO" to Rachel Meyer, & Pacific Sales! You got a loyal customer for life! read more

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Disappointed. Frustrated. Been waiting since end of May for delivery of new Bosch compact washer / ventless dryer and no follow up by Rachael or anyone at Pacific Sales as to status. The expected delivery of July 17, a full six weeks after the $2k purchase, has come and gone. The washer arrived but won't work without the dryer. So it's sitting in a warehouse. I had to hear this from Geek Squad the Saturday before the expected delivery date. Not from Pacific Sales. After calling Rachael between July 17-19, I ended up driving down to Best Buy and sat in front of her for a full 2 hours on July 20 as she looked for options. She sent out one email to the Bosch contact (that I asked to be copied on) with no response by anyone on the email string since that day. Her promise to call me after she spoke to her Servco contact to see if they had the specific Bosch unit, was never kept. I called her again on July 24 and was told she was out sick so I left a message asking her to call me. Perhaps she is still out sick as it is now July 29 and not a peep. From. Anyone. At. Pacific Sales. If Rachael had an accident or left for vacation, I would not know. Worse, no apology. From. Anyone. There. Up until this point, I would have written a 3-star review. I didn't need the dryer but Rachael convinced me it was necessary, and when she said casually "oh you'll need an adapter because it's a 4-prong cord," she also referred me to a local company that I later found out does not carry such a thing. So I had to hire an electrician to change my existing outlet. Since not hearing back, I reached out the Geek Squad. After hearing the chain of events, Debbie put in a local rush order. Just like that. Bottom line, all Pacific Sales is interested in is selling. When it comes to after-sales customer service, sadly, I did not see it. read more

To further explore the possibilities in home remodeling, my friend and I came across this ecentric place in Kalihi. The Home Depot and Costco is nearby on Alakawa Street, so you could park at either one and walk on over, if you wanted. I don't think they check. With that in mind, she and I came over here to solicit ideas on how to do remodel her exisiting home - primarily her bedroom and possibly her bathroom. However, when we both came here, some of these samples were just amazing - just like being in a luxurious home or even a high end hotel. It had that wow factor that sometimes just isn't there with other businesses who do this kind of thing. It was a great experience, almost like shopping for a car - just different, but yet somewhat exciting. Service was excellent and the sales staff were helpful in answering our questions. While it wasn't me who was doing the remodeling, it helped to experience it for the future - if and when I do need to use this service for a future home in Hawaii or not. The store itself was not rather large as I thought it would be, but it felt homespun and that was neat. A+ read more

**DO NOT BUY FROM THIS COMPANY** We purchased this at Best Buy (don't worry, I'm posting a negative review there too since they think working with your company is a good partnership). Our LG direct drive top-loading washer (model WT1101CW) was purchased in 6/2013. This model has since been discontinued and has known issues with load balancing. At first, we were happy to be getting a high-efficiency washer, but the repair issues far outweigh the benefit of money savings since each time a repair was needed it has extended 3 weeks or more. We are a family of 6 and this is not manageable either financially or with regard to our time. The first service call was on 9/9/2015 in which the unit would stop in mid-cycle and did not drain. The issue was recorded as a loose nut on stator which was tightened and tested. The service call was handled by A&E Factory Service through Hawaii Central Service. The 4 months later a second service call occurred on 1/6/2016 in which the repair tech noted the unit did not spin at all and that the gear case and clutch assembly would need to be replaced. The parts were ordered and the replacement was scheduled two weeks later on 1/19/2016. This third service request was made on Thursday 11/10/2016. Friday, 11/11 happened to be Veterans Day, so when I followed up via phone the service representative told me that "our account was under review since this was our third incident and that if would be TWO DAYS for a decision to repair or replace". At that time I asked to speak with a supervisor and was placed on hold for over 20 minutes, after which I hung up. Throughout the process, we have also been told that Pacific Sales takes 3-5 business days to update their service records. The following Monday and Tuesday passed with no call. We called again on Wed 11/16 to find out that they no longer had a contract with A&E Factory Service and needed to find a local repair provider. Akamai Appliance was secured but due to their schedule was not able to assess the unit until Mon 11/21. At that time, it was determined that ANOTHER replacement of parts would be required and that they would let us know. I can't tell you which parts as no written documentation was left with my adult son, who was home at the time of the service visit. In the previous service calls, A&E would leave a receipt stating both the reason for the service call and the result with a time and date stamp. A written receipt would have been helpful. On Mon 11/28, my husband AGAIN called Pacific Sales to get an update on parts, to see if we could escalate the part order with LG. As of this date, no parts had been ordered and Akamai Appliance notified us later that morning that they had informed Pacific Sales that the unit needed to be replaced. On Fri 12/2, my husband AGAIN called Pacific Sales to get an update the was told that our situation is under review AGAIN to determine whether a replacement or refund is in order. He called AGAIN on Sat 12/3 only to be told that it is still in review and that the department was not open. To be clear, this is their OWN INTERNAL DEPARTMENT AND NEITHER CUSTOMER SERVICE OR THIS DEPARTMENT UNDERSTAND WHAT ESCALATE MEANS. Your customer service is non-existent. We are a family of six and you left us in the lurch without an operating unit for 4 weeks. We've spent an additional $200 washing clothes at the laundromat, not including time, and his doesn't even include the money and time spent during the previous incidents. This is the most deplorable treatment and the public deserves to know that your company doesn't honor their warranties in an expedient manner. read more

NO STARS!!!! ABSOLUTE WORST COMPANY I'VE EVER DEALT WITH!! All of their customer service representatives are in another country and the language barrier makes trying to get something fixed very difficult AND they gave me the runaround for a week, while I tried to get a hold of a company who would fix my refrigerator. All the while we had no working refrigerator. They said they would call me back in 1 to 2 business days to to them schedule an appointment and never called all week. They gave me the number for a repair shop in Iowa (I'm in Hawaii) on 3 different phone calls (I called them) saying that was the only business "Listed in my area". Every time I got on the phone with them I'd wait while they'd talk to other departments and connect me to other people. They don't know what they are doing. They are a TOTALLY unprofessional and inept company to do any business with. It's unfortunate I wasted hours on the phone with them. Won't ever buy any item that uses them as the warranty company. IT IS NOT WORTH IT!! read more

I need customer service help. I've been emailing ask@pacificsales.com as mentioned in other responses. Please see my history of emails below. Is anyone reading ask@pacificsales.com? Has been over 3 weeks since this lack of service began. Please fix my washing machine. Date: July 25, 2017 at 1:42:09 PM PDT To: "Ask@PacificSales.com" Subject: Re: RO# 8687403 - Need help contacting Service for Status Can someone please help? I have had zero contact from you since my last email over a week ago. What is going on? Please get back to me. On Jul 17, 2017, at 12:49 PM, wrote: Ridiculous! What is going with your service? I tried the local technician again -- voicemail is still full. I called the Claim Phone line -- 855-851-4221 -- I did speak with Joe. He was pleasant on the phone, but he said the parts have not been ordered and they are waiting on Warranty to approve. Told me he would make a follow up and get back to me. Joe called me back within 5 minutes to say parts have been ordered but technician is waiting for delivery. He could not tell me when parts were ordered or when they would be delivered. I appreciate Joe checking for me and for calling me back with an update. Why is this so hard? I don't have confidence in this process. If I don't hear from the technician soon with an update and scheduling of an appointment, I will write a negative review on Yelp. Do all your customers have this much trouble? Please help. To: "Ask@PacificSales.com" Sent: Monday, July 17, 2017 8:47 AM Subject: Re: RO# 8687403 - Need help contacting Service for Status Second request! Can someone help me? No response since Friday morning. To: "Ask@PacificSales.com" Sent: Friday, July 14, 2017 10:09 AM Subject: RO# 8687403 - Need help contacting Service for Status Hello, I need help checking on status of my service request. RO# 8687403 for an LG Washing Machine. I submitted request on 7/1/17. Lloyd called me back on 7/3 and said he would order parts. He left me his number and said it would take 7 to 10 days for parts to arrive after he orders on 7/5. I checked online and claim says still waiting on parts as of 7/11. I tried calling Lloyd's cell number on 7/13 and on 7/14. Both times no answer, and voicemail is full. I tried calling the service center at 855-851-4221., today 7/14. There was no answer but I was transferred to voicemail. Left a message and haven't heard back. Can you provide current status? I realize we are right at the 7 day point here, but want to be sure we are on track. I cannot use my washing machine. I only spoke with Lloyd on the phone and he is ordering parts. What if the part he orders is incorrect? I'm not feeling confident in the service process right now, and I'm living with dirty laundry. Appreciate any help you can provide. Thank you, John read more

Writing this yelp review on behalf of my parents because hearing what they went through (and are STILL going through) with Pacific Sales makes me SO ANGRY! I have never heard of such terrible customer service!!! My parents purchased a Thermador induction cooktop and vent from Pacific Sales on 8/27/16. They spent over $8K on this purchase. They were told by the sales person that delivery wouldn't be until 10/8/16. (I remember telling them they were crazy to wait that long, but they said inventory wasn't kept on the island so it was going to be shipped from the mainland.) So, as their delivery date was arriving, there was no courtesy reminder. That seemed weird, but whatever, they had on their receipt that the cooktop would be delivered on 10/8/16. They were all ready for it to arrive and had scheduled an installer to come two days later for the install. The morning of the delivery, my mom called the sales rep, Colin, on his cell phone at 8:30AM to see if she could get an approximate delivery time since nobody had called, followed up...you know, the normal things most companies do. No answer or call back. By the afternoon, she tried to call him again. Again, no response. They tried to call Pacific Sales and Best Buy and were on hold for 50 mins with no answer. They gave up. My dad emailed Colin to find out about delivery, and again, nothing. They waited at home the whole day and no delivery ever happened!! WTF. On Monday 10/10/16 (again--the day they had previously scheduled a guy to come over to do the install which obviously needed to be cancelled at that point), Colin finally called my mom back and blamed Hurricane Matthew causing a delay on delivery. My mom called bullsh*t on that since everyone who lives in Hawaii KNOWS that it takes like approximately 4 weeks on a ship to get these kinds of things to Hawaii. He was straight up lying. Hurricane Matthew didn't even exist a month ago when this cooktop should have already been loaded on a boat headed to Hawaii!!! After she called BS on him, he changed his tune and blamed the manufacturer for being delayed and not able to keep up with demand. After this, my parents then received a new email from Best Buy with a new delivery date of 11/12/16. And now my mom is all stressed out because they have a big party at their home this month (October) that my mom needed the new cooktop for. Basically, Pacific Sales did not offer any recourse, any discount, any apology for their terrible customer service or for dropping the ball. They already got their money. The sales rep basically told my mom that if she wanted something sooner than November, she could change her whole order and purchase something else. Really? So, you have customers paying $8,000+ on an item you can't even deliver on your delivery date (nor could you even call them to let them know it wasn't coming). This dude probably got his commission and doesn't care at all about the kind of business he's conducting. This company and this sales guy should be ashamed of themselves. I told my parents they should DEMAND a full refund and go with another vendor, but they are limited by the vendors in Hawaii and are willing to wait it out. However, I've never heard of a company selling such a big ticket item and 1) not providing a courtesy reminder about delivery or 2) calling to let your customers know that there's a shipping delay. Instead, there's just radio silence and super lame excuses and lies. (Seriously, I had better follow up and customer service when I purchased a $600 couch from Macy's.) It's f-ing ridiculous and who knows come November 12th if my parents will even get the delivery for this item they paid for in August!! UPDATES: Found out from my dad that my parents have actually spent upwards of $18,000 at Pacific Sales within about the last two years. THIS IS HOW THEY TREAT REPEAT CUSTOMERS?!! We followed up with the email that Derek from Pacific Sales provided in response to this review. Someone contacted my dad and offered $75 for his inconvenience and again, blamed the manufacturer for the delay. My dad wasn't really happy with that offer, so they said they would call him back. Then he got a call back and they changed their tune and said they would NOT commit to offering ANY compensation until the item was delivered. My father said they just lost a customer and he will never buy from Best Buy again. read more

We had a real poor experience with Lowe's. Our fridge broke down and it was frustrating because we could not get a tech to come out and fix it even though we had an extended warranty. After a month of hassle, we went with Pacific Home Sales @ Best Buy. We found what we wanted, and the delivery came within 4 days of purchase! (Lowe's promised 2.5 weeks! No thanks!) Install-guys were great, professional, good communication on day of delivery. Thumbs-up. IN ADDITION, we just bought a Samsung washer from them, and guess what? Delivery will be within 4 days of purchase. Awesome to have inventory on-island and hustle it to the customer. That's amazing. read more

Will never buy anything from this company ever again. Product takes ages to arrive & when it's getting installed, it's already broken! Call to get a replacement and we had the horrendous pleasure of talking to Beverly who coughed through the whole conversation, was rude, condescending & proceeded to tell my husband "I have to go, people are giving me the eye over here." then hung up. She wasn't any help to begin with, so I guess no loss to us. After asking for a replacement or at the very least a callback, 4 days later...NOTHING. Some random Sales "advocate" will send a generic cut & paste response to this & it will be more of the same pathetic BS. They don't even TRY to be helpful or accommodating. So sad. read more

It's a beautiful setup in Best Buy. However, the quality of service is woefully sub-par. No acknowledgement, no greeting as we came into the area scrutinizing the small selection of dishwashers with the intent to purchase. After 10-15 minutes of waiting for anyone to acknowledge us, our 2 kids started getting antsy. We said, "F this place, NEVERMIND!" And left. I guess the Best Buy culture of avoiding customers who need help has bled over into this area. read more

Absolutely the worst buying experience I've ever had. We're coming into your store to spend a significant amount of money, yet your salesman Robert was completely unprofessional and rude. We said ok, we just need to get this and get out so whatever. Also during the purchase process we had been asked if we wanted to buy the hoses, wires and ducts as well, we said no, we need to measure and figure that part out later. We found out later that he had added everything on to the invoice anyway, and didn't include those with the 10% best buy movers coupon we had to argue with him to honor. Come delivery day 3 weeks later the delivery guys say the truck can't make it up our driveway and they'll have to come back. Our movers did not have a problem getting up the driveway with the same type of truck. When I asked if I could help them just carry it from the bottom of the driveway they said no, we don't carry things (what kind of moving company is this?). So I had to reschedule the delivery to the next available date, the next Wednesday. Ok fine I thought. Come Tuesday night, no one calls to confirm the delivery, I call the store and Robert picks up and tells me my delivery is not in the system and the next available date is the following Monday, what the hell? Stay far far away from these guys, I know I will. Edit: the second crew that came by was great, they just used a dolly and brought the w/d up the driveway in no time. The manager called to apologize which I appreciate. read more

Hubby and I were about to get into the elevator at Best Buy, when I looked over and saw appliances. They have appliances at Best Buy? Huh? Elevator came and I just ignored it and walked over to look. Apparently, it's not really Best Buy, it's Pacific Sales Kitchen & Home selling out of Best Buy. I have been looking for an over the range microwave for about 2 months. It's not an immediate thing that I needed, but it was something that would be great to free up some counter space. We looked around and we encountered Colin. He was a very helpful sales associate. He literally knew what he was talking about. But me being me, also had logged in to my Consumer Reports account and was checking out the different microwaves that Colin was pointing out. He also told me which ones were in stock, which ones had to be ordered and how long it would take. After walking around with Colin, he suggested we check out the marked down models. We did and found a microwave that was originally $650 marked down to $100! What? He let us take out of the box. We checked out & found that it was definitely something we could use! Checkout was easy, but took about 10 minutes. We were offered the warranty, so we got it on our awesome microwave. We had to be written up (invoice), then rung up, all through the Pacific Sales desk. Colin explained the extended warranty to us and what the procedure was in case we ever needed to use it. This was just a wonderful experience. Colin was great and the deal for our microwave was over the top. This is someplace that I'll definitely come back to when I need to get my appliance (maybe a dishwasher). read more

Been trying since 4 sept to get a dishwasher that was delivered with scratches and rust spots on the front stainless steel replaced. Several emails to start with ... now 30 days without any response. Initially we even went to the store twice to get some action. Ended up spending $6000 another appliance location based on the service here read more

Ordered a Viking range hood a couple of weeks ago. Delivery date was scheduled for today between 8-1pm. Guys showed up at 9:30am. Got a text that they were on the way. Super cool guys that brought it up our garage ramp and into the condo. Will definitely go here again. read more

I have never had service as bad as this. My refrigerator broke, so my girlfriend and I went to best buy to find a new one on 8/24/16. The staff was nice especially Carnation. Before buying the floor model I made sure to ask that if there was anything wrong would they send someone to fix it. They said "yes" I also purchased the extended warranty, Service was quick with delivery and I received my new fridge in a few days. We did what they said and waited 24hrs before putting anything in the fridge, After a few days we noticed its not freezing properly. It took a whole day to make ice, hot dogs took about a week to kind of freeze, popsicles didnt freeze at all, and the ice cream melted. I called best buy and told the representative about my problem, they took my number and said someone will call me back. I waited and no one called me back . After a couple days i tried calling them and was on hold for an hour before i gave up. I tried calling them again at another time and the same thing happened. This took so long that it made it past the 15 day return policy. when I finally get through i get sent to Pacific sales, the rep then says they see my warranty and extended warranty but they don't have service techs for my area and said I would have to contact the manufacture. i got so upset I drove down to best buy to talk to someone in person on 9/10/16. Bryan and Heather assisted me (he was nice and apologetic). Heather had Bryan send an email to someone named Sean to contact me about getting my fridge repaired. They told me he would call me on Monday 9/12/16. I waited received no call and waited another day before i called best buy back. I get routed to Carnation and she apologized and sent another email to have someone contact me about getting my fridge (that was not working properly from the start). I get a call the next day from Bree saying that I have to call AME Appliance to schedule a day for service. I wanted to make sure that I didn't need to pay anything and Bree said that it shows I have no extended warranty and that its listed as C.O.D. (cash on delivery) so that I would have to pay for service. This is absolutely rediculous, All I wanted was a working refrigerator! I will be going back to best buy on my next day off to have them take it back, Its been 4 weeks now where I cant buy groceries that I need and I don't want to have to wait or play phone tag anymore. Worst service, they give you the run around, and they will probably just brush this aside but if you're reading this you should probably avoid buying any major appliance from them. read more

If I can put a negative value, it would be a -5 stars!! Terrible buying experience ever!!! Went to Best Buy (or Worst Experience) to order the Miele washer and dryer with a stacking kit on 6/23/16. Understood it takes 8-10 weeks to deliver, fine, we waited. On the 8th week, we started emailing the sales rep that assisted us, no reply. Called him, left messages and voicemail, never got back. Until finally we got him, then he said the washer and dryer are here but they got the wrong stacking kit... well at least he could have taken the initiative to let us know and not wait till after all the emails and phone calls! So that was fine too, we asked to deliver the washer and dryer first and the stacking kit can come later. The reordering of the stacking kit will take another 2 weeks, we waited again... and again after many unattended emails and phone calls to the sales rep, we have to finally call the general sales counter to check if the kit came in, and it was in!! Why can't someone follow up on orders!!! And notify us??? Fine, we went to Best Buy to pick it up ourselves on 9/12/16... and guess what, it was a broken piece!!! We called the next day and they said they will order a replacement and have it delivered soonest possible... we waited again... no news after a week, we called again... this time the sales rep said he has some family emergency to deal with (then why can't he hand over the case to someone to follow up???) It's a company, not a sole proprietorship!!! We have to talk to the Pacific Sales general manager (or some higher ups) to expedite the order... and we specifically told them we can pick up the new one and return the broken one when it arrives... but both the manager and the rep told us that we DON'T have to return the broken one since they can't do anything with it... And once again no one ever care to call or email us when the part was in!!! On 10/6/16, we have to call to check and was told that the new stacking kit was in... we went to their counter in Best Buy that evening, didn't bring the broken kit, and of course it was not an easy pick up... nothing was communicated to the people there by the manager or the rep and both of them were not in town on that day (how coincidental!) The person in charge that evening specifically said he CANNOT release the new kit unless we bring the broken one back! We told him that both the manager and rep told us we DON'T have to return the broken one, that's why we didn't bring it with us! But he kept INSISTING that we have to bring it back... we even asked if someone can follow us back home to take it back, coz we are not going to drive back again and make another trip!! He said NO!!! So we demanded that he calls his boss and mentioned that we will not leave without the new kit... After talking to his boss, he came back and said he understands how frustrated we are and told us that he was actually ready to release the kit to us but we got too heated up that we didn't give him a chance to clarify (BS BIG TIME!!!) Anyways after more than 30 minutes for a 5 minutes pickup job, we finally gotten (and checked) the new kit. And decided that that will be our LAST AND FINAL time stepping into Best Buy and dealing with Pacific Sales Kitchen and Home!!! Nevertheless with such UNPLEASANT experience and HORRIBLE customer service, we love our Miele washer and dryer! read more

Under manned sales staffing, a relatively minor problem compared to their CRAPPY service plan. Expect to wait FOREVER for repair or even to get them on the damned phone line because nobody answers. So far we've called for service 3 times and the service person who comes doesn't even know what problem to fix. It takes 2 week AFTER your call before they even send someone to look at the problem and even then the clown had no idea what was wrong! He ordered a part he THOUGHT would fix the problem. 3 weeks later (5 weeks now) it got fixed for about 2 weeks before the dryer that was broken (just under a year old) broke again. Before it wouldn't turn on. Now there is no heat. Well after calling again, waiting again for a tech to come out, we are now waiting for the damned repair man coming about 3 to 4 weeks after the problem. IF YOU EXPECT TO BUY AN APPLIANCE AND WANT GOOD REPAIR SERVICE DO NOT GET YOUR APPLIANCES HERE. Our dryer has been useless for nearly 2 months now thanks to these clowns we wasted money on, first buying the appliance from, and now especially having to go without a dryer while waiting, FOREVER, for someone to come fix the damned thing. Don't waste your time, energy, or frustrations with this useless company. Their repair service is atrocious. They don't give a damn how long you have to wait for repair even though an extended warranty was purchased! 1) you place call and IF you get through you schedule a repair 2) 2 - 3 weeks later someone eventually comes to look at problem and order part 3) you sit and twiddle thumbs until they ordered part arrives at your house 4) 3 -4 weeks after the visit from the clown that ordered that part comes back. 5) have fun waiting in frustration. 6) PRAY that what they fixed is the actual problem 7) HOPE you never have to call them again We will NEVER buy anything from these clowns again! read more

In April, 2014, I purchased a new Samsung Refrigerator Freezer from Pacific Sales Kitchen & Home, which was within my local Best Buy store. I also bought an extended warranty for $249.98. My total purchase was $2621.61. Today, the Saturday before Easter, I discovered that although the indicator for the temperature of the freezer on the door said O degrees F., there was a pool of water on the floor, there is a loud sound like the fan is going non-stop and everything has been defrosted. I immediately threw away the ice cream soup and found my purchase invoice and extended protection plan. When I called the phone number on the extended protection plan at warrantech, I was told that there is no extended protection plan on file. I called Pacific Sales and was referred to the Geek Squad for warranty service. The Geek Squad person said at the time I purchased there was some sort of re-organization or merger or Best Buy and Pacific Sales so there is no protection plan registered with the Geeksquad and that I should to call warrantech. I protested that I had walked into a Best Buy store and expected Best Buy to take care of the problem. The Geek Squad person said to call back if Warrantech refused to repair. Warrantech (second call) said to send a copy of the invoice via email and in approximately 5 business days, if they acknowledge liability, we will be able to schedule diagnosis and repair! Geeksquad said to call the local Pacific Sales office and to speak to the appliance department. I called the local office of Pacific Sales. The one highlight of this experience was the Pacific Sales Honolulu Customer Service person "Jackie" who immediately understood the problem, found my sales contract in the computer and verified that I had indeed paid for an extended warranty and is forwarding it for response for Pacific Sales support team response and promised a followup by Tuesday at the latest. read more

Get their warranty. Our ice maker in our freezer broke after a year and we got the full value of what we paid for last year toward an exchange-- any brand and model. Worth it! read more

5 -6 months later, finally resolved and got cashed out for the replacement microwave. I though replacement meant replace not give less than replacement. Warranty offered $ to replace but when they checked with Pac Sale, I would owe an additional $100 + to replace the microwave. Best Buy/Pacific Sales also would charge additional for delivery, remove and haul away old, installation for over the range. Wow what a "rip off". This was never disclosed when they sold the warranty. Took my money and went elsewhere. Paid the additional cost to someone else. Best to purchase warranty direct with manufacturer but not too sure if that's any better. But 6 months to make a determination is absolutely absurd!!! read more

Three years ago I bought a refrigerator at Sears and I am needing to buy another one, but that is another story. Brian Perdue assisted me with this purchase and assistance does not begin to describe the service I received. You can read my other reviews and see that I usually only write when I am pissed or disappointed. This is not the case. The service was phenomenal. It turned into a complicated process since the doorway into the kitchen is only 29 inches! Try finding a refrigerator that will fit thru that. He guided me to the brand, the size and it was even on sale! Scored. I will definitely be back and will always ask for Brian Perdue! m read more

What a MAJOR disappointment! I had previously given 5 stars based on the buying experience. What a mistake! I ended up CANCELLING the refrigerator and vent microwabe because after OVER 30 calls and in person visits they COULD NOT FIND the refrigerator AND microwave and could not tell us when they would find it and deliver them. This was AFTER we had paid for them and given delivery dates. After our kitchen renovation was completed, we gave up and got the appliances somewhere else. The local and Mainland people are NOT coordinated. read more

I inadvertently posted this review on the Best Buy site. So I am sharing this with you and the Daniel's Manager and or Customer Service Rep. My husband and I were in desperate need of a new washer. We visited and spoke with a total of four stores and found that the delivery dates ranged anywhere from a week to two weeks or more. Thank heavens we visited Best Buy on Alakawa Street before giving up for the evening. Sales Associate Daniel Brown greeted my husband and I promptly and courteously and most importantly, listened to what our needs were. FYI - Most people shopping for washers need yesterday. Daniel got that and made sure we would receive our new washer sooner than later. Daniel's people skills are outstanding and his knowledge base on the store brands and products are impeccable. My husband and I highly recommend going to Best Buy - Pacific Sales & Kitchen to purchase your next new appliance. Just be sure to ask for Mr. Daniel Brown. You will not be disappointed! read more

DO NOT BUY FROM THIS COMPANY. One star is FAR too generous for this company. Purchased a new Café Fridge along with extended warranty. Had constant issues with it. The wait time for a repair person is 2 weeks before service. After 2 years the mother board stopped. Repair was around the same cost as appliance so they offered a cashout which I have yet to receive. This whole process has taken 3 months of me constantly calling and being on their case. Mid Feb I was told I would get a check in 5 - 7 business days. Now in a new month I called to find out where the check was and they hadn't even begun to process it. I STRONGLY suggest that if you are looking to buy an appliance that you do not even BEGIN to consider Pacific Sales or Best Buy as they are known. They are completely unprofessional and do not honor their sales agreements in a timely manner. So disgusted with this company. read more

Absolute worst appliance purchase experience ever! I specifically wanted a side by side fridge/freezer and there were only three models to choose from i the size I needed. Fine. I selected the Whirlpool Gold because it got better online reviews than the Samsung or Kitchen Aid. Turns out the floor model was the last one and they weren't getting anymore of that style, but I could get 30% off. Looked carefully at floor model and it seemed fine, so bought it. Great deal! On delivery day, the delivery guys say they can't get fridge through the door to my house because it's a floor model and the fridge doors are wired to the body, not using a connector. So they take the fridge back and say some one will call me to decide what to do about this problem. After I took a day off work to be there for the delivery. After several days, I call Best Buy, since no one called me. The sales rep says they will replace the Whirlpool with a Kitchen Aid, same dimensions and specs. He says they are pretty much the same fridge and he'll even give me 30% off this one, even though it's not a floor model. Forgetting that the reviews weren't as good, I say fine. Different delivery guys bring up the new fridge and laugh at the first guys. Said the first guys were lazy and that doors that are wired on can definitely be removed. So if they had been delivering, I would have had my first choice fridge. We immediately notice that the ice maker can't keep up with even one person's need for ice and there is condensation all over the outside of the freezer door. I call for service and they can't find anything wrong. Look at the reviews and that's a common complaint. Six months later the fridge starts making noises all the time. I call for service. A part is ordered and appointment made one week later. Five days later, they reschedule appointment for the following week because part won't arrive in time. Repeat four times. For awhile it freezes all the food in the refrigerator compartment. It starts leaking water on the top shelf. Each time, the part doesn't make it in time for the scheduled a[[ointment. Each service call I have to take a day off work to be there for the service call. After five service calls the fridge is still filling a pan with water daily and the service tech gives up. He has followed all of the manufacturer's instructions. Nine days later I get a call from Whirlpool. It is finally deemed "irreparable". They will replace it with a new one. Email will be sent to Pacific Sales Appliances in Best Buy to authorize replacement. Two weeks later I call Whirlpool back, because I haven't gotten a call from Best Buy yet. Their rep says she will send another email. One and a half weeks later the fridge totally dies. No one has called yet. I have food in the fridge.Honestly will NEVER, EVER buy any appliance from them ever again! read more

It's a convenient place, being embedded in Best Buy Iwilei, but I recommend that you go elsewhere if you have the option. PROS: Location. Delivery would have been free. Good price. CONS: Service. The first night I went there, I had located my item and would have purchased it on the spot. it was about 8:53 pm and no salespeople were circulating. One salesperson, Richard, was overheard telling another person he wouldn't be able to look up an item because it was so late, then walked by before I could ask him a question (he definitely saw me). When I went up to the area where you pay, Richard told me curtly that it was too late and we'd have to come back because they were in the process of closing. I used to be in retail and the first rule is, acknowledge the customer. Second rule is, never miss a chance to make a sale. What's five minutes after quitting time if it means a happy customer and a commission? Guess Richard doesn't work on commission. Then, I called back the next day and a salesperson named Daniel said he'd check inventory with Best Buy and Servco to see what would be the best option for fastest delivery. He was polite and promised he'd call back, but by the end of the day, no call. Same thing the next day; I went down and paid for it figuring I'd get answers that way. They said Daniel would call me when the inventory and delivery for the item were logged. No call. I had to call twice. I ended up picking it up instead of having it delivered because I just didn't think I could rely on them anymore. The staff there that day were great and a guy (I forget his name) helped to wheel it to my car and load it. read more

10-12-2013 My wife and I went into Best Buy located at 478 Alakawa St. We went in to purchase a washer and dryer. As we were looking at the different washers and dryers, a sales representative named Robert from Pacific Sales Kitchen & Home approached us and ask us if we needed any help. As we were asking him about the different brands and pricing of the washers and dryers, Robert started talking down to us as if he wasn't interested or didn't care. Whenever we asked a question, Robert belittled us. I would be very surprised if this guy sold anything for his company. We spoke to the Best Buy store manager only to find out that Robert is managed by a different managing office and we would need to write to his manager. I suggest Pacific Sales Kitchen & Home find someone friendlier and more helpful if they want there products sold. Needless to say, we will be purchasing our washer and dryer from another place that will be more than willing to help us and much friendlier. Best Buy is cool! Pacific Sales Kitchen & Home is not. Go somewhere else for your appliance purchases! VERY BAD EXPERIENCE! read more

Mike at Pacific Sales Kitchen & Home helped us when we bought an LG bottom freezer refrigerator, he was knowledgeable and helpful and this transaction was fast and easy. A few days after delivery, I noticed some scratches on the top door near where the handle connects, probably occurred when the handle was switched from left to right upon installation. I phoned Mike who was attentive and arranged for a replacement door. The replacement was delivered to our condo, then Mike arranged for the switch to take place, the whole thing from start to completion took less than 2 weeks! We are sooooooooo grateful to Mike and the staff at Pacific Sales Kitchen & Home! They have the absolute best prices and absolutely the best customer service:) !! read more

Looking for an electric dryer, usually shop at Sears, Home Depot or Lowes. Decided to check it out and glad I did. Salesperson Daniel was outstanding, very knowledgeable and professional, no high pressure, looked to see what was the best price he could sell it to me. Got me an early delivery date too. read more