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July 2023 by Jeff H.
Can't schedule in-home consultation - I scheduled on the Best Buy website for a Sunday afternoon. I got a text saying they're not available on Sundays; I tried to reschedule via text and got cranky replies that they're not available for more than a week. On the website, however, it showed availability throughout the week and I booked another appointment. The next morning the appointment was cancelled without any follow up messages, apologies, or attempt to reschedule.When I tried to call, the recording said I was calling outside of business hours even though it was smack in the middle of the business hours summarized in the recording.I'm looking elsewhere since Best Buy doesn't want my $5K in business - HD Hookups seems to have outstanding Yelp ratings.
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June 2023 by Zale M.
Unsold everything. Do not follow through on premium support system. Find a different AV service vendor at all costs. Can't express enough dissatisfaction. Do not use if can be avoided!
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September 2022 by Google user
Hit and miss is exactly what the service and r lack of responsiveness was what I observed. Nothing was what it seemed. I purchased an open box headphone amp was did not function properly without the remote, which they did not have. I was told too bad and just return it. I ultimately got it free of charge from the manufacturer who had multiple complaints about Magnolia and felt sorry for me. In addition, I was pressured to pay a deposit to get installers to come out and estimate another installer job. It took 6 weeks to get someone out and it turns out that they did not want to work with me and they were exorbitantly expensive both on materials and labor. I hope to get my deposit back, as they really did nothing for me.
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March 2022 by Ann L
Hit and miss is exactly what the service and r lack of responsiveness was what I observed. Nothing was what it seemed. I purchased an open box headphone amp was did not functionproperly without the remote, which they did not have. I was told too bad and just return it. I ultimately got it free of charge from the manufacturer who had multiple complaints about Magnolia and felt sorry for me.In addition, I was pressured to pay a deposit to get installers to come out and estimate another installer job. It took 6 weeks to get someone out and it turns out that they did not want to work with me and they were exorbitantly expensive both on materials and labor. I hope to get my deposit back, as they really did nothing for me.
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December 2021 by Greg R.
Well it started out shaky!! First I guess if you don't look a certain way no one will wait on you!! So after 2 visits I was put off to a employee who didn't have a business card!! I told him I didn't want to spend more than 13,000 After being there almost 4 hours and at 15,000 they tell me they can't get the McIntosh amp for 6 months, Then they see my disappointment and they say they see SF has the amp I want,3 weeks go by,I hear nothing? Then something came up family wise. I had to cancel my order, and really the only thing ordered was the amp. So they tell me they have to charge me 450.00$$ mins you there never was any mention of a re-stocking fee for something they had in stock And the Amp had not been ordered yet. I have talked to others that told me they don't know what they are doing and that's way they don't stock products. Buyer's be ware !! Go to other supplier and do your homework!! If they don't have your products in stock, look else ware !!! Shady , move on!!!
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October 2021 by Stacy Schneider
Called the local number to set up a repair under warranty.The only listed phone number rang for 29 minutes.I finally found a secondary phone number and called that. All the while the other number rang in the background. If you are not going to answer your phone or expect long ring times. Put that in a message, my god you guys sell technology it shouldn’t be too hard to set up an answering machine or program Voice Mail.We all understand help is hard to find, put a little effort in and respect your customers time and let them know what’s going on.Your service and front end people should be as happy to talk to the public as they are to receive our Cash.
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March 2021 by Joel C.
I just purchased a home theatre system and had Magnolia technicians install the system. They matched Amazon pricing BUT during the process of installation, it was determined that one piece of equipment was incorrectly selected. This is where the problem started. The sales representative was nowhere to be found when making the correction. The Magnolia store manager seemed quite helpful and responsive and identified the correct item, but there was a substantial difference in price. The Magnolia manager (yes the Magnolia store manager) also stopped responding to my requests for credit on the returned item. Knowing that Magnolia does not offer much customer support after the purchase is reason for concern. If I had to do it over again, I would seriously look elsewhere. Fortunately, the Best Buy store manager stepped in since the Magnolia manager was a no-show and assisted at the end.
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December 2019 by Bronze Party
Love Magnolia at Best Buy San Carlos. Rosendo is my man every time I need something. He knows the tech like no other. Great guy. The most qualified AV guy in the Bay hands down.
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September 2019 by Lucy C.
Seven years ago, I had a great experience when I bought a 60" Panasonic plasma TV at Best Buy. This year I decided to treat myself to a new OLED TV. I went to BB, and, as I stared at the various models with their gorgeous images, Tom Virasak approached. Long story short, Tom was incredibly helpful from beginning to end. He helped me realize that I should treat myself to a Sony 65". The images are really superior to those from any other brand. He could have pushed me to buy the next Sony model up, but he quickly understood that I do not need every single bell and whistle. To set my account up, he took me into the Magnolia center. Luxe! I felt so fancy. While the TV was somewhat expensive, the install was really expensive. My "advanced TV mounting" cost $550. When I expressed surprise, Tom explained that Magnolia will be my partner for life and that I could call him any time if I need help. I accepted that, because even then, I knew that mine was not going to be a quick, easy retail sale. Two very nice guys came over a day or so later to do the advanced TV mounting, and they got things set up nicely. But afterward, there were image issues that weren't their fault (WiFi). When I texted Tom about this, he called back then came over quickly and got my system into perfect shape. He was at my place for hours. Turns out he's not a mere sales guy--he really has his technical chops. He did some re-wiring here and there and patiently explained everything he was doing. He also patiently re-explained why using my Comcast remote was going to get me inferior images to those from my Sony remote. Tom told me things more than once, which he did patiently. He definitely knew how to work with my limited technical knowledge. The only thing I'm frustrated with is the remote control situation. The Sony remote is decent. Tom even set it up to handle Comcast so I wouldn't have to use two remotes. Score! Unfortunately, the Sony remote is still a bit awkward. With my last TV, I bought a Logitech remote that was very easy to use. That time, the installers programmed the remote for me when they set up my TV, free of charge. But this time around, I bought a Logitech remote ($250) after the sale. I was told that it would cost an additional $200 to have it programmed for my TV and Comcast setup. I understand that having an installer come over again costs money, but $200 to install a remote that already cost $250? Come on. Still deciding how to handle this. But I do love my new TV, and Tom Virasak was fantastic to work with.
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April 2019 by Eileen L.
This review will be mixed, both negative and positive. After purchasing a new smart TV, we arranged to have Magnolia install it and explain to us how everything worked for $173. An appointment was scheduled for one week later. When the two installers finished, the TV was on its stand and operational but we could not watch local channels, the sound box did not work, captions that I requested were not working. The installers blamed the AT&T UVerse box. I returned to the store where a very helpful lady, Vanessa Vega, based out of the San Francisco branch, offered to come to the house and help. However, I had arranged for AT&T to come to replace the box so I declined her help. Suffice to say, AT&T came a week later, the box was just fine, cables had been incorrectly hooked up. The AT&T technician got the sound bar up and running, too. So, back to the store where the Magnolia rep was understanding and we received a partial refund. Still, it was not a pleasant or expedient experience. PS Best Buy staff in San Carlos were excellent in helping us select the TV.
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November 2018 by Stui Walsh
Quality is hit and miss. Best Buy’s service and responsiveness is hit and miss. We are yet again missing major viewing opportunities (redskins/cowboys game) due to unreliability of product. Service leaves much to be desired.
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July 2018 by Liame R.
Rosendo Chavez at Magnolia Design, San Carlos, is the best resource you can find for a TV or a full home theater/sound system. I never had purchased a TV before. I wanted one that fit my needs: not the kids, not dad--me. Rosendo found a fabulous TV and sound system that just fit this 57 years-old. I did get a more upscale TV than I had planned. That is because I became informed. Rosendo told me the products I needed to achieve what I wanted. Then he stepped back and let me decide what to do. No pressure. Of course he knows all of the products in depth. But, he also knows them technically. He steered me to just the right combination for me--not what HE wanted to sell me. He even pulled an inexpensive speaker from outside the high-end Magnolia section of the store because that was all I needed. Rosendo did not try to sell me equipment I didn't need. I been so happy until yesterday when my TV stopped working. It turned out the SAMSUNG "box" died. I texted Rosendo pictures of the situation. He diagnosed the problem. He came over himself to provide me with a temporary fix--on his day off! He educated me on the process I would go through with the service people. I had purchased warranty coverage (like he originally suggested). And, I was also covered by he high end surge protector he had suggested. Think the box and the screen would have blown without the premium protector. Rosendo Chavez is the one to see if you need anything TV, sound, etc. related. No wonder he is a 6 time member of the President's Club. Thank you Rosendo.
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June 2018 by Bradley H.
Spend $4k for a TV, give them a 4-hour delivery window and they show up late. Costco has same price but much better service.
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June 2018 by Chris S.
Look, this experience was immediately a zero star experience to a four. My wife, brother in law, and I on a whim decided to buy a nice set of speakers, receiver and a turntable. We purchased the turntable elsewhere, but ultimately decided to go to here to purchase the speakers and remaining accessories. We show up, receive no help, and ask a tall, slicked back, graying guy for help. This dude was arguably the most condescending person I have met in my life. Obviously thought we didn't have the money for this as I was wearing basketball shorts, a t-shirt, sandals and needed a bunch of help understanding how everything would work. I should have got his name, because if you are that guy, f*** you. After he blew us off, and left the room with "let me know if you have any questions" we found Spencer Wells. This guy was immediately helpful, personable, and made time to answer all of our questions. This review is entirely reflective of him, as the first douchebag would have lost our business immediately. He walked us through a variety of units, showed us the ropes, and explained in detail how we needed to setup the whole enchilada. He eventually sold us on a nice Pioneer receiver, a set of Bowers & Wilkins standing speakers, and a Bowers & Wilkins center unit. One of the units we wanted was not in stock, so Spencer pulled numerous strings with management to get us a floor unit. I cannot express how grateful we were to have Spencer save this sale. He was a super fun guy, stayed late, and was a pleasure to deal with. We ended up spending just a hair over $3000, and rushed home to set it up and listen to Straight Out of Compton. And one last time to be thorough, f*** you older guy who made a shitty judgement call.
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April 2018 by Hector V.
Magnolia Theater Design-5133 Richmond Ave., Houston, TX 77056 has the worst customer care/customer service I have ever experienced. I have to always keep calling the business because they NEVER call me back. I have had an ongoing issue, with service ticket # 00291-304082604. I never get an update, call back, email, text, absolutely nothing in feedback with any update status on my 2000 Cube subwoofer. I have spent over $16000.00 at Magnolia Theater with Stephen Boulet. I have to go to the location myself in order to get any contact or communication with Magnolia. I have spoken to Jason Ladnier, Ryan-mgr, Paul Melara, Damian Santos, Vanarion. And yet, NOBODY returns my calls... DO NOT do any business with Magnolia Theater Design Galleria...