They never stock anything, except a boatload of TVs! I never have anything! A waste of time like the last four trips for miscellaneous products that should be in stock Lazy over there. read more

Took me 25 min to get any help after arriving. Upon reaching the checkout I was greeted with no hello and was thrown my receipt twice. I love your store, but this has happened before . I will be shopping at other stores, including Amazon or bestbuy.com. I really hope to hear back from someone. read more

I had a great experience on Mother's Day's this year 2023. I needed a new iPad and decided it would be my gift for the day. On arrival I was greeted politely and asked if I needed any assistance. I was directed to the area I needed. Andrew Keller helped me select a model and we discussed accessories. After picking my new iPad I went over to the Geek Squad area and while one can make an appointment the store had extra staff working that day. Chris Munguia was super helpful and set up my new iPad and then transferred my data from my old iPad which I knew to bring with me. He notified me of how long this would take so I was able to go take a short break at a store next door. Upon my return everything was ready. So thankful for the Geek Squad! read more

Best Buy sold my mother $2,000 worth of gift cards while under duress from a scammer, then refused to honor a refund. Long story, but I'll never buy from Best Buy of Soquel (or Target of Capitola and Watsonville) ever again. Boycott Gift Cards. There's no reason for them, period. read more

This review is based on the customer service and help that I received yesterday from Aden, the Geek Squad member, at the front door of the Best Buy Soquel store on 41st Avenue. I recently purchased a new HP desktop computer there and returned to the store with an unrelated service issue on a cellphone. Aden resolved my problem in less than a minute while I waited at the entrance and did not charge me for the repair. He also refused to accept a tip for correcting the malfunction which I had been unable to resolve after watching numerous YouTube tutorials. Service like this is one of the main reasons why I keep coming back to this Best Buy location for my big box purchases rather than shopping online. Thanks to Aden and Best Buy, A satisfied customer. read more

With just two visits Best Buy has lost a customer permanently. I really try to support brick and mortar businesses at every opportunity because they give local people jobs. But I will not walk into Best Buy ever again. My first bad experience at this location - I found a laptop on display that had all the features I wanted and at the price point I liked. After waiting for a clerk a few minutes to help me, I am told the laptop I want is not in stock but they would be happy to order it for me. Why have a product on display on the floor yet it is not in stock? I left and ordered it from Amazon, it was delivered the next day. Trying to give Best Buy the benefit of the doubt - maybe that one less than good experience was an exception and not the norm - I walked in yesterday looking to make another electronic purchase. I find the item I am looking for then go to checkout. Three customers ahead of me in line, one customer currently checking out. Only one clerk working at checkout with several checkout counters empty. I am usually pretty patient and have no problem waiting a few minutes. The check out clerk finished his current customer then walks away from the checkout counter. Does not acknowledge myself or the three others in line. No 'Ill be right back' or even a glance in our direction. The 4 of us in line all look at each other. WTf? After a few minutes goes by, no clerk ever returns - I am looking around and cannot see any blue or black shirt. Screw this, I put the item back on the shelf and walk out of the store. At the exit I tell the customer service rep sitting at the desk that they have lost yet another sale from me and I will not be coming back. His response was "I'm working on it". No attempt at an apology or any kind of offer to correct the situation. Avoid this business. Order it from Amazon and spare yourself the inconvenience. read more

Okay, so this place, like many other places, is short staffed, so finding help might be a but harder, and you may have to wait in the checkout line a few minutes longer, but it is not horrible. Also, I mostly order online and pick up in store, which is much faster, and service is great. I don't shop at this location a lot, but I've always had a great experience here. read more

For a long time Best buy is selling mostly crap :( Anti viruses like Webroot and Trendmicro, some unknown brands with zero credibility... It seems that Amazon is the place to buy things, unfortunately. Best has lost the battle, big time! Staff is way behind sorry. read more

What the heck? I came as the store was closing the doors but an employed told me I could order on line and wait for curbside pickup. They do curbside for an hour after the doors close. So I did. But the system put me in a queue for tomorrow. I tried to call the store , but was unable to get a human on the phone. Another employee came out and I asked him if it was possible to get my item now. (It's just an Apple Pencil). He just sort of made a lot of faces and said he didn't think they could do it... and walked away. I get it. He's just an employee. But I felt misled and disrespected. Not satisfied with communication or customer service. read more

Shout out to James at geek squad, I had so many issues with my emails not coming in or not receiving from others and he fixed it with ease within 10 minutes. Very knowledgeable, friendly and quick. read more

Best Buy Soquel used to have a professional staff, but that has gone by the wayside. Rude, offensive and lacking in professional conduct will send me to other stores for the foreseeable future. I understand things are difficult in the current situation, but there is a point where a retail store has a responsibility to their clients. I will no longer shop at any Best Buy ever again. read more

Best Buy used to be my preferred source for electronics. Not anymore. I went in expecting to purchase two wired headsets, one for my iPhone (Lightning connector), and one for my old iPod (AV jack). The racks were half empty except for ear buds, with placeholder info tags for most headsets, except for a few pricier models locked up in clear plastic cases. I went to the front desk and the clerk put my name on a list with a 10-20 minute wait time. I went back to the aisle and found 2 models that might fit my requirements. I scanned the QR code on one of the tags, but there was no info on the connector. 20 minutes passed, so I went to the front desk again, and a different clerk said that she could put me on a list, but it would be a 15-20 minute wait. I repeated that I was already on the list as of 20 minutes ago, so how much longer? She repeated her offer to put me on a list. I said I already did that, so is there someone in the store who can help me or not? She stopped a passing tech who went back with me to the half-empty racks. He explained that the hang tags for expensive items meant there was backstock, but for inexpensive products like these two headsets, there's no backstock, so I would have to order online. He even took me to a second location where there might be headsets but there weren't any there either. I appreciate the efforts of the staff, but it was one of the most absurd and poorly designed shopping experiences ever, other than one a year ago at the same store where a salesperson told me that Best Buy didn't carry Skull Candy replacement ear pieces. That time I found the product myself. I don't blame the employees or even store management, because it seems likely that decisions about inventory, staffing, training, and the customer experience are made at higher levels of the company. I've been a member for over a decade, and purchased at least $10K of electronics at Best Buy, but I'm taking my business elsewhere. read more

We are literally $17,000 out of pocket from supplies and services sold to us by geek squad and never installed. Konrad and his team are Frauds!! They literally sold us a vision of how our house could run with technology and then never responded or replied to our DOZENS of requests to complete the job. By far the worst experience we have had with any service or implementation team. I HIGHLY ENCOURAGE YOU TO RUN from Best Buy and there scam of a service. read more

I called the Soquel store to inquire if a specific cellphone was in stock. For the life of me, I don't understand why I cannot get a live person on the phone at the Soquel store, its all automated sending me to an out site person from Guatamala. By the way, we purchased a microwave which was to be delivered today between 12 noon and 8pm. At 4:30pm I get a call indicating the delivery will not be today, it was cancelled. read more

Spent over fifteen minutes in the TV section looking at $2500 OLED TVs and multiple employees walked right past me without so much as making eye contact. I walk up front and ask for assistance, and nobody ever shows up even though the (very nice) woman up front specifically said I'm trying to buy a TV? Maybe I don't look like I can afford a $2500 TV? That's the only reason I could see that even multiple managers walked past and wouldn't even ask if I need help. I'd rather buy it online and wait a day then repeatedly beg to give y'all thousands of dollars, sorry. read more

From Vegas to San Diego to Santa Cruz it's all the same their tech-support services are a nightmare!! They don't show up for appointments they don't call they confirm and then don't show up, they sell you stuff that you don't need or is not even compatible with your other equipment and unless you are only getting one service installed, they ALWAYS overcharge for extra services. Why? Because THEIR info structure is either so archaic that it is completely ineffective or the people entering and scheduling your information and appointments are not trained on the system. It's the old "left hand doesn't know how to TELL the right hand what their suppose to be doing." What other store do you have to stand in front of the register for 45 Min while they try to complete the act of scheduling an appointment!! The website NEVER WORKs--I don't get that-- It's just so baffling-- Like how I can never make payments on Spectrum's website because its always down--what's up with that? How much faith can you have in these "tech giants" who can't even run their own game!! I had an appt yesterday that the tech actually left me a live vm the day before to confirm. My window to wait for him at my home was from noon to 8pm--an 8 HOUR time Window and he still could not call or make it here. Why is it so much work to get accountability and a MUTUAL respect of each others time from a PRE PAID SERVICE TECH? At least he was getting paid for not showing up. No one paid me for taking 8 hours off from MY life! So just to recap: #1. (2) hours In the store and a $404 payment to resign up for my awesome Total Tech service and Reinstall my Best But electronics from the previous year. This was to be assign to 2 different techs on 2 separate dates; I was to go home and do this myself. #2 (2) Instore to inform them the website will NOT let me schedule so again I sat in front of a manager while he work endlessly searching and inputting information to schedule these TWO appts. At one point I asked him if he was secretly playing Solitaire behind his big cash register podium because WHAT could take that long unless he was rewriting code?! Seriously and I know some of you out there KNOW what I'm talking about right? #3. Another 8 hours wasted today, like yesterday, doing nothing but going through every available access and failing to reach anyone, including leaving a voicemail on the number the live tech called me from to no avail. The last straw for me was a useless 20 min volley doing a "Live Chat" fro BB who continually tried to end our chat because I guess I was not typing my responses back to her fast enough until the last response where she could see I was answering her ( you know when the other person is typing back when u see the little 3 dots bubbling) AND WHILE I WAS TYPING SHE POLITELY HUNG UP ON OUT CHAT! I don't know if this review will get posted, I have NEVER gone into such extreme detail, I just sick and tired of this apathetic, lazy, incorrect, disrespect I get as paying customer. These days it's just the opposite of the way I came up, more time is spent with arguments over proving how they were right and I am wrong, or how they are not responsible, refundable, available for any type of assistance or solution. I'm talking about all these retailers. Have you ever been drilled by a 17 year high school student when you bring in a return to some of these places??WITH YOUR RECEIPT, THE PURCHASE STILL IN ITS ORIGINAL PACKAGING, VALID ID, AND ORIGINAL FORM OF PAYMENT. By the time they get done interrogating me, I have sweat trickling down the back of my neck because I'm half expecting her to start water boarding me! If anyone was curious or noted enough to make it to the end of this review--Thanks for letting me rant. I am so sick of this issue I can't even go check it for typing errors. I will close this by saying i am on my way back to get a full refund. I will figure it out myself eventually, I always do. read more

Abysmal service - Lots of employees milling around but no one helping check out. it's like the store has no manager.

Best Buy basically stole $500 from me. I ordered a beautiful tv stand for $500. They said they had it delivered which it wasn't. Next step they told me it was in a warehouse back East. I went in three times after no cooperation from them to figure out how I would get my table. The guy assured me I could get a refund. It never happened. After many trips to the store I finally gave up and lost $500. I was very depressed over the whole thing for a long time. read more

Like a lot of large retailers, Best Buy has cut their help back so far, it's just about impossible to get helped in a timely manner. I don't think a customer should have to wait for 20 minutes in line just to pay for purchases they've picked out themselves - all so BB can keep their profits up. I finally left without getting what I needed. Good reason to buy on line. read more

READ this if you are considering using Geek Squad and products from BB - the 2 entities are different animals and getting resolution to issues is pathetic! We purchased over $4K worth of products for new home and were promised that GS would seamlessly install all. GS did install, but key to making all work.. the internet! ... quit 12 hours after they left! When I called to get them come back and fix, had to deal with corporate GS (not associated with Capitola store). A major, MAJOR hassle - hours on phone, left hand vs. right hand. Their solution was to come back in 15 DAYS. Um, do you want to be without internet for 15 days - incredible. Just total BS. Took nto my own hands, researched best internet product configuration, took back bad router, re-installed myself (3+ hour process) and it's all fine. So, I am to chalk this up to, "oh well, it's working now, move on" ... or should I let consumers know that using GS should be a buyer beware situation. I would not spend another dime on this - find a local tech on NextDoor or something - ask around, you will have a relationship with a person who can actually provide good, knowledgeable customer service, and be able to resolve issues in timely manner. So basic right? Finally -- I could go on (so many, many levels of hassle and frustration - no one wants to be that bored! trust me - it sucked), when you want to complain via sending an email - you CAN'T. You can tweet or phone their fricking 800#, but you can't email the detail - more than 150 characters - OMG. I refuse to spend another minute of time - this is my only recourse - so thank you YELP for giving me platform to vent. And buyer beware - know what products you need - do not rely on their BS "promise" ... unless you have hours and hours of time to waste. read more

Had to wait 35 min for someone to help me purchase an iPad!! Need to hire more people or your going to lose business fast!

This review is for the Cellular kiosk in particular. Buyer beware. These guys don't know what they are doing and have the absolute worst customer service I have ever experienced. It took 2.5 hours to activate a phone that I brought home and had activated within 5 min on the phone with the carrier. Dunno who these guys were talking to but they could not get a brand new iPhone activated. Do yourself a favor and go anywhere other than this store. read more

I had an appointment confirmed by Best Buy to purchase a cell phone & have it activated in the store. I was on time, but was asked to wait until the previous customer was finished. After 20 minutes, the customer service guy at the door assured me a supervisor would help me. That never happened. Then I was referred to someone at the mobile counter. He looked up my order then disappeared. I left after waiting 10 more minutes for him to return. With service like this, they don't deserve my business. read more

I purchased a refrigerator from Best Buy because I felt their reputation was good and the price was competitive. They had it delivered as agreed. When I tried to move the refrigerator, i discovered that it was missing a front levelling leg. The delivery/installer had to know this was missing, but put it in place, stabilizing it against the cabinet so it would not be noticed. When I called to notify the store, their response was that i would have to call the manufacturer to get the missing part. Completely ignoring the fact that they are using a delivery company who cuts corners and shorts the customer in the interest of time. No more Best Buy for me if there is an alternative. read more

If you can think of a reason to shop elsewhere, you should go there, even if you might have to pay a bit more. Waited 22 minutes in the Store Pickup line with only me in it. Lots of staff came to and from the counter studiously avoiding eye contact. Asked for the store manager. Asked for the store manager again. Turns out that "Allan" had been one of the people avoiding any contact whatsoever. Left my purchase. Won't be back. I knew better so why did I inflict this on myself? As a follow up, I asked Allan to speak the area manager. He directed me to 1-888-BEST-BUY. Turns out that's not what he should have done. They cannot help with issues that occurred inside the store. read more

Went in tonight to return headphones to buy new ones. The return process was quick and easy so I had plenty of time to figure out what headphones I wanted. The staff seemed very knowledgable in that department and helped me figure out what would be the best pair for me. Happy to see that the only Best Buy in the area has quality employees. read more

In the past, my shopping experience has been good. More often than not, each visit was a learning experience for me. One that I looked forward to. Covid-19 has impacted everyone. Some, more than others. Everything takes more time but, in general, everyone seems patient enough & willing to make adjustments accordingly. During my last visit, it was good to see they were practicing safe distancing & masks were required. I went there with no expectations other than to walk out with the things for which I came. I wasn't surprised to see a noticeable lack of staff on the floor. The few I did see were already engaged found everything else but needed help choosing a printer. I failed to find asked for help & they said they would get somebody over to help but it might be a few minutes wait. After half an hour, I asked again. I waited another 20 mins & then asked someone else to send help to printer are. Again I waited, but no show. After an hour someone did come but he confessed he knew nothing about the printers. Grrr!Eventually, I left without a printer. I expected the wait time but what stood out to me was the attitude of the 4 employees I dealt with.. Each one was already helping someone else, some of which were surrounded by numerous customers waiting for their turn to be helped. Those kids are usually very friendly but they were overwhelmed & stressed out & it was obvious by their behavior. My point is not really about the wait time or the irritability of employees because I get it. Instead, whomever is charge of scheduling or hiring needs to rethink the way they are dealing with this situation. Either have an adequate number of knowlegeable people on the floor or limit the number of customers at one time. Or just plant a special help desk somewhere to pick up the slack. The solution is your's to find. I respect the fact this is a challenging time but what's the point of having so much merchandise if you can't help people find what they are looking for. (Projected sales?) This is directed more towards those in charge, not the actual employees. To put things in perspective,I'll end this by acknowledging this entry was about a few hours one day last week. read more

Waited an hour just for the worker to pretend to look stuff up on her computer. All we needed was a sim card yet the lady looked at the laptop for ever without talking to us. Yohalí is still our girl though, we stan that queen, hit us up if you want to see the barbie movie with us Yohalí. read more

I went in yesterday to get a new computer. I was put on a waiting list and was reassured that somebody would help me in about 10 minutes. After 35 minutes of waiting I had to ask (nicely) to be helped again. Everyone was too busy to help me and treated me as though I was just in the way. They blew me off with abrupt excuses and when I finally got some help I had 1 question about the product. The sales person walked away as I was about to ask the question. I asked again, he stopped with his back turned to me and said "is it a simple question? I'm busy." Either Best Buy doesn't train their floor people in proper customer service etiquette or corporate is too cheap to staff their stores adequately. When I finally went to pay for the computer I had been told that I was eligible for the lease to own option. The big surprise came when the price of the computer doubled because the cost of the option was more than the price of the computer which also doubled the monthly payment I had been quoted beforehand. I don't like unexpected surprises. They should be more forthcoming. The gentleman that did help me at check out was really helpful and a nice person. I am sorry that I can't remember his name. I just checked for the receipt that was supposed to be emailed to me to see if I could get his name. I never received the email. (No, it is not in my spam folder.) I suggest that techies and computer geeks learn to relate to the average person and stop giving off the air that they are some sort of superior being. Thank you. read more

Went in to get a DVD player. On the shelf above was a DVD player with out a price tag. Shelf below same DVD player with price. $49.95. Took the Top shelf DVD player to Cheshire they said price is around $75.00 advised what price listed he said didn't matter. Asked for a manager started to take where DVD player was my wife took picture and sent it to me. Manager said it was in the wrong shelf. I said 2 players in wrong shelf's with wrong prices. "Really" I have been a best buy Costomer for over 10 years, never had any problems. I'm not trying to cheat them out of anything, I was just going by what the price that was listed was. Guess I'm supposed to know their prices also.,.. read more

Charged me for years for geeks squad service I didn't use. Never notified me for upcoming renewal or sent invoice or receipt after the payment. read more

In Best Buy coming to the small town of Capitola is mind boggling. It seems like after so much time, those sneaky corporations have finally made their way to our neck of the woods. A BevMO is soon to follow suit, as is the Whole Foods in Santa Cruz. While we were waiting for our Round Table Pizza, the boyfriend wanted to look at music, and try to find the DVD series of Saved by the Bell.... I wanted to look at wii stuff to see if they actually had Mario Kart available. I walked away instead with American Idol Encore (hellz yes). The staff is friendly and we were promptly greeted entering as well as leaving the store. The floor employees were very helpful and were more than happy to look up prices when tags were not on the merchandise we were looking at. Despite me rooting for mom and pop shops and coffee joints, having a Best Buy definitely makes it easier for me to get stuff...Circuit City sucks! read more

Best Buy emailed me a $10 Reward Certificate claiming that a reward certificate they sent me "didn't quite work." (I had not received a previous reward certificate.) I ordered an SD card I needed for $14.99. They sent an email thanking me for my order saying I would receive it by June 7th. A few days later they sent me an email saying they had canceled my order because they were unable to process my payment even though I use the same card every day at all other stores with no problem. They said don't worry I can go back to try to pay for the item again. I went back to their website to repay the order and found that the price was increased to $71.99 and my $10 Reward Certificate was now invalid. I am without an SD card for my shoot date that is closing in. What a complete, screwed up waste of time. The time I wasted for no result was definitely worth more than the reward certificate value. The whole experience was a double Bate-and-Switch scam. Best Buy diverted me to their website instead of buying form Newegg, then yanked the reward away from me and raised the price by nearly 500%. read more

Geek Squad was fantastic! We were on vacation, and had some issues with an external hard drive (mac to pc and visa versa) and they were able to help us fix the issue in no time flat. The service here was great. Also, when I originally purchased the hard drive, the service was great as well. read more

I will NEVER do business with Best Buy again!!!! I bought a dryer from them. I needed to change the delivery address and they refused to do it. Apparently , it is " against their policy " to change the address once it is in their system. So because of this completely inane policy, my drier delivery will be delayed . I give this store a giant F PLUS in customer srrvice. Kerry Btown read more

The worst customer experience I have ever had!!!! I ordered a washing machine on line and had the worst customer experience I have ever had. the machine was not delivered on the day scheduled and though they said they made an email and a phone attempt to contact me to reschedule - no communication was received. I tried for 2 days to get the machine delivered. I was only told they could deliver the washing machine on Christmas Eve when I was not going to be home. There was absolutely NO effort to get me my washing machine in a timely manner. I asked for a manager and (found out a day later) I was transferred to a computer repair employee who said I would get the machine in a day. A TOTAL LIE I cancelled my order and will never shop at Best Buy again. I was treated so disrespectfully I cannot believe they do any business. read more

If you need a TV and are going to the Best Buy on 41st Street in Santa Cruz, California, look up an employee named Steve. He's very knowledgeable and explains what you are looking at in pretty simple terms. AND it's not BS. The guy knows what he's talking about. He is great! Beth B read more

I must have gone 6 or 7 times to but buy to upgrade my phon , each time I am told somebody will help you , I wait ...and decide to go ... Today after x amount of time I ask this tall idiot red hair to help and I am told there is nobody and I should come back . he was standing there at ATT counter . Anyway , a bit frustrated but not aggressive in any way I just told me him that I have tried over and over to get a new phone and each time there is nobody to help me . It did not go well from then and the guy at counter start shouting at me that if I need a phone I should get an appointment ??? while leaving , he was still at this point asking again and again if I wanted an appointment ! Anyway arriving to the exit , a woman working at the door ask me if I want to talk to a manager . ( at this point I did not want to give them any business ) . She tells me you should . So I went to see th manager explain what happened and just tell me my experience . He finally tells me I am going to call a person that can help you . Mmmm Ok . 5 minutes wait , woman arrive , we speak about phone I want and I am told they do not carry iPhone 15 with the memory I want !!!!!! BUT They can order it ! Come guys why every time I go to Best Buy I am told you are going to order it ????? are you trying to go bankrupt and gear us toward amazon . I am glad to support local business but start having right amount of people to help the customers , have in stock things you sell , stop making us wait for Custumer service , have right amount of cashiers and please be polite read more

Very unhappy. Was in mobile, spent about 45 minutes in line. They couldn't process my phone return and they even had my current phone disconnected, so I had to get home and call Verizon with another family's line to get my phone service back. I couldn't even return the phone even though it was within a week of purchasing and they kept pushing me to the side to help other people and eventually said that they were tired of helping me and to come back tomorrow. Ridiculous honestly. Over the past 6 months I've had countless issues with this Best Buy and this was the last straw. Very unfriendly people, thanks mobile department for nothing. read more

We had the BEST customer service from the Best Buy in Soquel. As soon as we walked in the door there was a woman at the desk who helped us figure out what we needed and took us to the aisle where we would find the items. We would never have found them without her. It was wonderful to have someone so knowledgeable and helpful and friendly I don't remember the last time I had such a positive shopping experience...especially when it comes to complicated computer products. I wish I had got her name because she deserves a raise!!! Thank you Best Buy! read more