Today, I decided to do something different, change up the pace. Today, I'm in Silicon Valley. Today, I'm at Best Buy at Santana Row. I have some personal history with this location. I haven't been back here in a very long time, and it slightly looks different inside. This is one of the nicer Stores, it's Two Stories. I went to pick-up my new Sony - WH-CH520 Noise Canceling Wireless Headphone - Black, I checked Inventory, it was the last one in Stock and in the Case here, so I had to get it. I'm glad that I got it. read more

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I feel vindicated to see this place close. I wanted to buy a Macbook once and I tried to use my Best Buy gift cards. They flat out rejected my gift cards. No reason, just wouldn't let me use them. Then this short Asian guy comes over and was condescending. Just had a "here we go with another troubled customer" attitude. I just wanted to figure out why they weren't accepting the gift cards and I felt like he was just trying to show off to his other co-worker how to handle difficult customers. I presume one of the workers thought these Best Buy gift cards were illegitimate, but I don't know. Went home and ordered online with the gift cards. Worked fine. Passionately hated this place and glad they closed. read more

I bought a Chromebook here in 2024 and got the protection plan. Well, within a year; it just died. No reason; just wouldn't turn on. Took it to Geek Squad who said it was a defective product and not only did it take a month to "repair" because it had to be shipped to Georgia but they didn't actually fix it. You wait and wait and wait because they are understaffed. Then they do t have an answer so you wait some more for it to be sent out. Then you go to pick it up and wait and wait because they don't have anybody actually there to help you. Then you get home and it doesn't work. Calling customer service is a joke. They just tell you to go online and book another appointment. They waste your time, they waste your money and for a $200 unit, just give me my damn money back. Worst experience I have ever had with a purchase AND the repair. read more

I worked with the Magnolia Home Theater team at Best Buy Santana Row for a home A/V project from December 2024 through February 2025. Alfredo Villagomez was assigned as my point of contact. Prior to project payment, communication was prompt and responsive. During installation, I was advised to order more materials than needed (speaker wire, RG6 cables, power conditioner) as a precaution, with the clear assurance that any excess would be returned and refunded by Best Buy. Following completion, I personally returned all excess materials to the store, exactly as aligned with the Magnolia team. Fast forward to today -- it has been over 7 months and more than 15 calls, emails, and messages, with zero response or resolution. Alfredo has effectively gone completely unresponsive. I was advised to escalate to his manager, Austin Nicholson, but it has now been 2 months since escalation with still no acknowledgment or follow-up. This reflects serious organizational and accountability issues. At a minimum, excess inventory should be flagged in their systems -- yet no action has been taken. What's most concerning is the complete lack of ownership or effort to reconcile the issue. This is the first time I've experienced a large national retailer effectively keeping a customer's money without explanation or response. Very disappointing experience from a brand I expected far better from. read more

I went in knowing what I wanted, but had a few spec questions to help narrow down exactly which was right. Miguel was helping ring up a customer, while another was waiting to make an exchange. He saw that I was looking for someone, and let me know he would be with me shortly. He was very quick with the others in line, and after he was done, he helped answer all my questions with no hesitation. Then he sent me to the checkout line, while he ran to get the item. He price matched with no hesitation, after his manager gave him the approval, and even told me a few extra things that I hadn't thought to ask about my purchase. Miguel is an excellent employee, and he made my time at this Best Buy a quick and enjoyable one. read more

Terrible return policy. Bought a tv bracket. Returned 19 days later to discover that they would not take unopened box back. We will never purchase any merchandise at Best Buy again! They lost our TV business. We will be buying our new TV from CostCo. read more

As much as I prefer to patronize local brick-and-mortar store locations, it's been more noticeable that customer service is slow or lacking altogether. There are a lot of Blue Shirts standing around and I have to track 'em down for help. read more

I called to set up appointment and said that it is my phone that needs fixing. I finally get there Said my whole reason as to what was going on with my phone to be told by their worker "Yeah, We Don't Fix Phones" with a smirk on her face. (Didn't get a name) POOR CUSTOMER SERVICE!!!! In Santana Row YA'LL NEED TO DO BETTER!!!! Have to give a One Star! If I could give ZERO, I would! read more

Horrible experience with an Associate named Dave on Feb 24 around 130pm. I informed him there was an item (kindle) that was priced wrong, and I have found out because I had opened the box and seen the products not matching. He immediately says aw man why are you opening the boxes. I informed him I am glad I opened it or else if I got home with the wrong item I was under the impression I bought I would have been mad. I ask him if they can honor the price and take of 45$ dollars off and he says no because the price and the displayed item are not the same. (Yes that's why I'm asking for you to honor your price). He just does some circles around the display and says oh we don't have the priced one on display your right. And walks away? Didn't say anything else. Didn't try to have me talk to a manager or at least didn't communicate his attitude was just I don't care. I recommend the plant Best Buy definitely a different service. read more

Best Buy - Electronics Near Me - San Jose, California

Best Buy refused to install the washer and dryer I purchased claiming that the air vent tube coming out of the floor is something they don't work with, and the hot/water valves were not new enough for them. To give perspective, we've had 3 sets of washer dryers installed in the exact same place with the exact same air vent tubing and hot/cold water vales over the last 20 years. Home Depot and other appliance companies were fine with the air vent tube coming out of the floor, and the hot/water valves. It's never even been mentioned by anyone ever as being a problem. If Best Buy has limitations on what they will install, they need to warn the online shopper before the customer can place their order online. There was zero indication, communication, or warning about any limitations. Best Buy wasted my time. It took me 15 years to step back inside a Best Buy becuase the customer service was so bad back then. Due to recent rumors about them having improved, I thought I'd give them a try again. Fool me once, shame on you, fool me twice, shame on me. I will officially never shop at Best Buy again. UPDATE: Just ordered the exact same machines from Lowe's and before I hung up the phone I double-checked that the air vent tubing and hot/cold water valves we have are acceptable for them to install. They said of course that is fine, that our situation is typical and everyone in the appliance industry (expect Best Buy apparatenly) is used to this. read more

Went to Best Buy to check out some Martinlogan speakers as I fell in love with the sound when I visited another BB couple weeks ago. Sarah the sales person there was super helpful, educating me about the speakers and how they are setup. She let me listen to different types of music on the different speakers and amps without any pressure, very causal experience which I liked. I liked that she knew her stuff and wasn't just guessing which I've experienced in the past. I wasn't intending to buy at that moment but with all the information she provided I was more educated on my options and ended up spending thousands on complete system. It's sales people like that which makes the experience so much better for the customer to make their own decision. Thank you for the great experience and your patience that evening. Excited to get all my items delivered and setup. read more

We had a very positive experience working with Tom Crispet. We started our search to replace our oven & microwave at Best Buy, Santana Row working with Tom. He was very helpful, able to answer all of our questions and look on line for options so we purchased-on-the-spot and did not need to look at other stores. We give him a 5/5 for customer service. read more

I was helped out by Tom upstairs in the appliance area. He was able to explain the merchandise I bought in detail and also provided me with a box to take home so my wife couldn't see what I got her for Christmas. He was a lot of help and made the whole experience great. I will definitely come back soon! read more

I paid 1200.00 for a TV that was supposed to be delivered on 5/29. I work nights so took the day off. The delivery was cancelled without notification, I missed work and paid extra for the delivery. VERY POOR CUSTOMER SERVICE. NO COMMUNICATION. Do Not Shop at Best Buy Santa Row. Sales will postures and lie to your face. Management was rude when I asked for a refund. F Grade. read more

The only reason I'm giving this place 2 stars is because of Cody. Very good customer service On his behalf but some guy named man or main I didn't get to the his full name tag. He is very rude and walks around with a stank attitude. read more

Tom Cisper at Best Buy Santana Row is extremely knowledgeable and gives excellent customer service. On the phone, he trouble shooted and solved a nonfunctioning Bose Soundbar & TV integration. read more

NEVER, EVER trust Best Buy's claimed delivery dates. I bought a refrigerator from Best Buy because they claimed they could deliver by Friday, before my very expensive cold-required medications died. I stayed home from work all day to receive it. LIES: I was told I'd receive a call 30 minutes before they arrive -- nope. I saw the truck drive up outside. He never approached the house or rang the doorbell. He never even got out of his truck. I went out and jumped up and down, yelling and trying to get the truck driver's attention. He never once looked towards me, just played with his phone for 2 minutes then drove away. They contacted me saying nobody was there to accept delivery. Better yet, this guy was the only person in the truck. Was this one guy capable of carrying a 500lb refrigerator up our steps and into our house? Unlikely. TBH I think this was a deliberately failed delivery, because they had no intention or capability of delivering it. VIDEO: I got a call 5 minutes after they left, saying that they'd arrived and nobody was there to accept delivery. Here's a photo from my doorbell cam of us trying to get his attention, just before he drives away without attempting delivery. Best Buy will do nothing to resolve this. They wouldn't send the truck back. They won't prioritize a re-delivery. They want us to wait another week until they "can fit us into the schedule". They don't appear to feel any need to fix this problem. Faking a delivery appears to be normal practice for them. You might be wondering by now if my headers are referencing this classic movie https://www.rottentomatoes.com/m/sex_lies_and_videotape and yes, you are right. But there's no corresponding "SEX" part of this, except for how we got F*CKED read more

Best Buy - Waving at the Best Buy truck which ignored us for several minutes before driving away. - Electronics Near Me - San Jose, California

Terrible customer service. I did a curbside pickup and an item was missing. The employee refused to go inside and check on it. I had to go into the store to talk to more unhelpful employees. Very dismissive attitude without any urge to help. What is the point of curbside pickup and what is the point of customer service when no one wants to do anything at this store. There wasn't 1 single helpful person in the whole store. read more

I usually get bad to mediocre service at Best Buy. I think it's part of their business model at this point. If you're not assertive you won't be help most of the time, but this morning Cody was there as soon as we walked into the store and offered his help. I was actually taken aback at how helpful and eager he was. He was knowledgeable, patient, and informative! Thanks Cody. I wish other employees cared even an ounce as much as he does! read more

I called the Best Buy on Steven's Creek Blvd (an HP Authorized Service Provider) to arrange a printer repair drop-off. I was transferred to an extremely inefficient call center in Panama and wasted 57 minutes with no resolution. The representative initially misdirected me, suggesting I needed in-home service, then stating none was available, despite my address being just 0.6 miles from the store. When I finally asked my original questions--appointment needed? expected time? estimated cost?--I was met with confusing language and defensiveness. Even a supervisor provided no answers, repeating the initial confusing information over a noisy line. It is unacceptable to call a local store and be transferred to an external call center that is incapable of handling basic service inquiries. I spent nearly an hour for zero useful information. I am extremely disappointed with the lack of efficiency, training, and customer service. read more

No one picks up their phone at this location. Routes me to a virtual agent and they can't assist me with stock checks. Tells me to call the store. Well, here we are. read more

I just visited this evening to view the televisions. One of your sales associates was very helpful in advising me on the various types of televisions. At one point he shared that you provide no-interest financing for the televisions. I asked if this was a hard inquiry on my credit report and he insisted that it wasn't. As I was filling out the information I saw that the survey asked for my social security number which was a clear indication that it was a hard inquiry. I asked again if this was a hard inquiry and he insisted that it wasn't and offered to have me speak to a manager to prove it wasn't. I was hesitant and unsure but unfortunately, proceeded anyway because he was very convincing. I was adamant and clear about not wanting a hard inquiry on my report. Soon afterward, I received a message from my bank about a hard inquiry on my credit report! It is highly upsetting and unprofessional of your staff to lie to customers about these hard inquiries! It's not right to disregard your customers wishes to try and get a sale. I wanted to bring this to your attention so that you can train your staff to stop misleading customers because this directly impacts their credit scores! read more

This review is being written to remind myself that first impressions are accurate and to always trust my instincts. Several years ago, I made a purchase for my then-partner of an expensive Apple Watch at this Best Buy location. I had never shopped at this store previously, but as my former romantic partner and father of my children swore by it, I decided to give it a try. It was a HORRIBLE experience. The employees were not only hard to find, they had no skill sets whatsoever, and not one of them could really tell me about this watch product. All they seemed to care about as selling one to me. I wound up buying the darn thing, only to find out later that my then significant other did not want it. I thus returned to the store to return the item, only to find more uncaring (not to mention even harder to find) employees and a needlessly complicated and frustrating return experience. Afterward, I vowed never to shop at here/there again! I should have listened to myself. Instead, I recently went back (after several years hiatus) and purchased a charger for my oldest child's iPhone 13 Pro Max. Not having the phone with me, I requested assistance to ascertain exactly which charger would be best suited for thus model phone. I of course provided all of the necessary phone specifications. In response, I was assured that the charger I was selecting was the correct one for that particular phone. Well, lo and behold, it was not (despite it being advertised as such) and I had to take time out of my already overpacked schedule to get back to the store for another return (IN THE MIDST OF THE HOLIDAYS). That experience is what prompted this review: The return process was even more difficult and frustrating than the first! I walked in, and I swear I saw a rolling tumbleweed. The employees were all hiding in the back room somewhere. I kept walking around and shouting, "Hello! May I have some assistance please?!" I was not the only one in the store on the search for a live person and in the need of assistance (mind you, there are two levels to this store). When I FINALLY found someone, I had to go through several explanations about the need to return the phone charger and being falsely advertised at/to about its "compatibility" with an iPhone 13 Pro Max. As I felt bad and that my child's stocking would be lacking this gift that she really needed, I looked one final time for a different charger. Needless to say, the shelves were mostly empty and to find EXACTLY what I was looking for, I had to do my own research. Fortunately, I found what it was I needed at the Target Westfield Oakridge. You'll be wise to just drive the extra mile to a Target or Walmart to find exactly what you need (including employees to help you) than come here and deal with the extra aggravation beyond what the holiday seasons typically brings. read more

Best Buy - Electronics Near Me - San Jose, California

Bestbuy is the worse buy. Bought washing machine. First scheduler calls and tells me my "last" day to get it installed is Tuesday. I tell them, "No. I can't do it Tuesday". They keep saying, "Your last day is Tuesday". After 10 rounds on this, I give up and get off the phone. This is 2 weeks after I paid for it. I don't have to make Tuesday available as long as I'm flexible on days after Tuesday. They can deliver it later than Tuesday, but, not according to them. Finally, when the machine is installed, it turns out it is broken. They tell me, "Okay, Monday". I tell them, "No, Monday morning I have dental appointment". They say, "OK. Monday afternoon". I reschedule myself and my family, all our appointments, to make it work. This includes other people doing work on the house, so it's not just my family and myself. I get a call not 12 hours later from BestBuy telling me, "We are doing delivery and install on Monday morning". I say, "No, you told me Monday afternoon". I am mid way through one sentence, "This is very inconvenient as I just rescheduled ....:" And the Best Buy person hangs up on me. Garbage equipment that doesn't work before it arrives, garbage installation schedulers, incredibly rude and boorish behavior, when all one asks is a machine that works delivered with a reasonably reliable scheduled date that doesn't move around within hours of them confirming it. Nothing Bestbuy sells makes it worth choosing them as retailer. The installer team themselves seem quit competent, nice, efficient, reliable. Schedulers --- you can keep them. Equipment - who knows? I don't have a working laundry machine but have already paid for it. read more

Salespeople appear more interested in staring at their phones than helping customers. Service has been consistently bad but I decided to give them one more try. Won't be back. read more

This Best Buy delivers with its staff the most. I've had so much help coming to this location, versus other locations, and the satisfaction and understanding I get after learning more about a product makes it such a great location. I've never had an experience where someone didn't know what I needed or couldn't help me out, which has been the case elsewhere. I think this location is bright, spacious, and has excellent displays. I will say, not everything is available in store, so it's a great storefront for common necessities than niche items. I will say that's the downside to this location. I think that it's a great location to come to with a purpose and questions, but with some limited quantity, it makes the browsing experience a lot quicker than other locations! It's still stunning though. read more

I've been there a lot and bought things. Great consultants. Always help with the choice.

I am usually a huge fan of Best Buy but my most recent experience compels me to ensure others do not find themselves in a similar blood-boiling situation and Best Buy hopefully turns away from its current idiotic trajectory. I booked a reservation here to have my iPhone SE Gen 2's screen replaced through the Apple service portal. When I arrived at my appointment time I waited 15 minutes as they help other customers (I assume they also had appointments but what is the point of making an appointment if you have to wait in line?) When I finally speak to an associate they ask me which iPhone I have (this information is not in the reservation?) and after I tell them they say, "Oh sorry, we cannot service iPhone models older than series 8." Then they proceed to give excuses about Apple... What a load of nonsense. Best Buy, you have some smart people working at your company but this type of incompetence and disrespect for customer's time will ensure that your company goes out of business just like Circuit City, Good Guys, Frys... the landscape is littered with companies that were similarly incompetent. Why is this Best Buy's fault? Because they have the reservation (including device info and customer contact), thus they can easily reach out to you after you book an appointment to let you know that they cannot complete the service. Why they don't do this is because they cannot be bothered and they think that customers are both stupid and unlimited. What's worse is they waste your time (3 hours in my case) without any remorse; we have precious little time in life and wantonly wasting someone's time (aka stealing their life) should be criminal Do better or in a few years we will all be saying "Remember Best Buy? Yeah, that place was a total waste." read more

I bought a Lenovo touch screen laptop from this store with premium care from the manufacturer and protection plan from Best Buy. In a couple of months the screen started not recognizing the keyboard and touch screen inputs. I took it to the store, Geek Squad. That created a fake account and kept the laptop for a repair. Ion a week or so, I received a phone call from the Geek Squad, they wanted my user id and password for a ful access to the computer to run their diagnostic application. TGI's was ridiculous; I went to store and picked up my computer. I called Lenovo premium care support. I mailed the laptop to the,, they fixed it and returned in a very short time frame. Then recently the i had a problem the pen that came with the laptop; the tip fell off and got lost. I went to BEst Buy store again. I was told that in order for my protection services to work, I needed to send the laptop and the pen to them; then they would send it to Lenovo. Their Geek Squad application worked that way. This was the most ridiculous and stupid thing I have heard recently. I left the store with disappointment. I called Lenovo again. Premium care rep immediately arranged a new pen to be sent to me. Best Buy Protection Service is a joke; it is useless. I do not recommend anyone to buy protection service from Best Buy as their Geek Squad diagnostics or processing application does not make any sense and their staff are incompetent. read more

Bought a smart tv and asked at checkout if Fire TV was their brand and they said yes. Got it home to set it up and it gave me a code to get a free Amazon account. I already had an Amazon account so I tried to find online help to get around that in order to watch the tv. They refused to help me unless I gave them all my personal information. They had the Customer Service ID Code # at the bottom of the receipt so having any personal information would not have validated that I bought the tv from them. I won't be doing business with them in the future if that's the maze they call Customer Service. read more

Uninformed employees with negative attitudes. The whole place looks like a discount warehouse which is weird because they have a large selection of quality items,however the layout, smell overall aesthetic makes shopping here is a throughly unenjoyable experience. read more

Just went in today to buy a turntable for my birthday with bluetooth capabilities. I always wanted one but never could find the one that had what I was looking for. The salesperson that helped us was extremely knowledgable and helpful. I also appreciated that he wasn't pushy and didn't try to upsale me to something that I did not need and that was cool. Even though I did tons of research on various audio technica turntables with bluetooth. The sales guy helped me understand what I should be looking at/for, while weighing in the pros and cons of the same models I was interested in. After looking at different models and taking everything into consideration I ended up buying the audio technica AT-LP120XBT-USB. Installation was easy, connected it to my bluetooth soundbar and headphones, before I knew it I was listening to my favorite records in no time. This is why best buy continues to be my favorite store to shop at, I can't recommend it enough - thank you and I am happy with my purchase. read more

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Returned a PC laptop. They asked me to turn on laptop, which I did. Then they mentioned having to reboot the system and once that's successfully, they'll provide a refund (even though my laptop is obviously working). They told me I can leave and they'll call me in about 20 mins to come back once successfully rebooted. I left my cell. I walked on Santana Row for about 30 mins, no call. Waited in my car while being charged for 30 mins, no call. I finally walked in and saw another staff. I asked about the returned laptop. He checked and saw that the reboot was done - and they were just sitting on the laptop. I informed him that they were supposed to call- he said "I just got here and I have no idea". Sounded like there was no communication on the returned laptop and the fact that I was waiting for a call. I got my refund and left. Poor service and communication. I almost had to pay for parking in the garage because of the length of time I waited. Do not recommend this location. read more

Drove almost 4 miles to come and see a product they had in stock. Walked to the iPad area waiting for help while I see workers wandering around. Waited about 20 minutes for somebody to come help me. Nobody came went up to a manager asked for help and she said she would send somebody over and still no one. . 30 minutes later decided to just leave. Do not come here bad customer service. read more

Best Buy continues to provide the best in customer service, especially in the camera department. The store manager Frankie and the camera specialist Minh took care of me, with Minh patiently explaining how to use the camera. Makes a difference when he already owns four Sony cameras. I would highly recommend this Best Buy if you need any electronic goods. If you have any question, just ask Frankie and if you need camera expertise ask for Minh. read more

They always charge screen replacement installation fee which other Best Buy location never charges. They used to be not charges the associate who only charges over there is name Cody. read more

Best Buy used to be a great place to get all kinds of accessories, TVs, computers, and home entertainment items. However, I think this business is going through a slow death. The tip off is the poor customer service I have experienced lately. It reminds me of when I was a kid watching the slow death of Circuit City as their customer service eroded away and the company vanished. read more

Nice workers and really big location, 2 floors. Parking is super hard to find since it's in Santana Row (busy even during COVID right now). All cashiers had the glass dividers and hand sanitizers place throughout the store. Sanitized carts can be found to the right of the escalators inside. You can also do online orders where they will drop off your order to your car in the front of the store when you arrive. read more

Wack ass Best Buy. Wanted to support local and buy an SD card from here vs Amazon and they weren't willing to price match me $3.00 even though the product was identical and shipped and sold by Amazon. In the world of e-commerce, the customer is king. Shit customer service. Dinged it ineligible because they weren't able to scan the exact product even though it's literally the same thing. Not coming back here ever. Amazon can gladly take my money for all my ongoing electronic purchases. read more

Imagine staying on hold for over an hr. Yes that's place thennnn imagine going to the store and finding out they don't have the part.... yes yes yes That was me . Because you know ... I have a lot of extra time these days read more