Best Buy — Local services in Capitola

I have had a terrible experience with the Santa Cruz Best Buy.

This Thanksgiving I bought a 75-inch TV from the store which was supposed to be delivered on Wednesday, 12/4. I made an appointment to receive the TV from 2 to 4 p.m. because I needed it ASAP for a family party I was hosting that Friday.

Wednesday, 12/4: I came home early from work to sign for the TV, but no one came or called. When I called their customer service I was put on such a long hold that I gave up on the call. An hour and a half later, at 7:40, a customer service agent called me and said that the new delivery date was (arbitrarily, without asking me) set for Saturday 12/7. I desperately tried to ask for it to be sent either on Thursday or early Friday, to make it in time for the family gathering, but she said that wasn't possible. To make up for this inconvenience, she said Best Buy would mail a $100 gift card to me.

Friday 12/6: I held my party without the TV even though we had planned to watch family memorabilia videos together. To make matters worse, that weekend my partner and I got very sick with the flu and fever.

Saturday 12/7: At 3:30 p.m. I received a call from a disgruntled and rude delivery driver asking me about directions for my house. Even though he was acting like he was doing me a favor, I explained the address to him with a painful sore throat. An hour later I received another call from the same man, this time he had arrived at the entryway to the private road to my house and was blatantly refusing to bring the TV to our driveway or doorstep. My partner and I drove to the truck and got out in the rain to assure the delivery men that it was safe to bring the truck to the house. We have had UPS deliver items to our door hundreds of times, in a similar sized truck! They were very obstinate and refused to call their manager when I asked them to do so. The man started taking a video of the street to show to his manager, saying he was trying to prove that it was unsafe to take the truck to our home. He said i'll leave your TV here with you, while we’re being poured on in the street, a good 1 min drive from our home! I was horrified and said, can you please help us carry it to the house at least. He and the other delivery man could have carried the TV to the house in less than 10 mins tops. They said they were on a time crunch, and kept muttering to each other in some other language, and then said they’re going to leave with our TV. My partner gave up on trying to convince them and asked if we could borrow their handheld dolly/trolley so we could pull the TV to our home by ourselves in the rain. They refused to let us borrow their dolly, and said we would have to take it up with whoever we want, and that it wasn’t their job to help us. By this point I was shaking with fever with the freezing rain, and I could not believe my ears. This television had already arrived several days after we had actually needed it and if I hadn't had a sore throat I would have been able to call somebody then and there. This was the most despicable experience I’ve had with a store delivery in my entire life. Just as they were about to drive away, luckily our neighbor came out of his house to notice the ruckus and offered to let them put the TV in his garage. After this, we went back to our house to get our own dolly and bring the TV back to the house we did all this in the freezing rain, when it was their job to have delivered the TV to us.

01/07: One month later, and we never received the $100 gift card which was promised. This is ridiculously awful service, and Best Buy needs to take a look into what kind of people they are hiring and what kind of customer experience they are building. I’ve been a loyal customer till this incident, and I was planning on buying additions to my sound system from Best Buy. Now I’ll reconsider, and just get everything from a company which will deliver to my home, like Amazon. Beware of home delivery when using the Santa Cruz Best Buy especially if you live...

Im not one to write a review but i had the worst experience ever with best buy. I took my laptop in to this location for a macbook screen repair. My glass was cracked and I had a broken display. There, the Geek Squad agent quoted me $99 and they never told me it could be more expensive- he really made it seem like a really simple drop off and pick up process that would take 1-2 weeks. The next day i got messages from them to call them and when I finally got through they told me it would actually be $299, but the person on the phone could not tell me why. I tried getting in touch with someone else and called many different numbers just to end at the same place every time- their call center, in which every person there gave me wild misinformation. They could not even tell me where my computer currently was or the status. They told me my computer was at my literal house when of course it was not, and when i argued he then said it was actually at my previous address i moved out of years ago. I just hung up. Scary. They'd guarantee that the agent would call..And the SC best buy manager.. AND the supervisor at the call center...never did get any calls. It was complete chaos, worst customer service ever that left me honestly terrified for my computer. I also visited the store many times when i was directed to over the phone-in which the store would then tell me that I have to call the number- which took me back to the call center which again was lost hope. I tried to decline service many times and finally was successful and they sent it back to the store. I also wasn't sent any updates since the time I had first called and complained. Wasn't sent any texts or emails updating me about the status. No receipts even though they were guaranteed to me. I found out my computer was back there by using the app. This was a week and a half infuriating process. So next I did what I should've done first and took my computer to Apple Los Gatos and spent 2 minutes checking it in and picked it up 3 days later and paid $99 in 2 seconds. I was able to track it the whole time accurately. Moral of the story do not go to best buy just do the drive and take...

I've been a customer for many years and have had good and bad experiences at the store. This time I want to commend the customer service and character of an employee who went beyond what I expected. Had an issue again with a new laptop right after having it serviced. But William Huff was very patient and did excellent trouble shooting. I think he's also called BJ. If anyone has an issue I highly recommend going directly to William even if you can do it when scheduling an appointment. He really gave me confidence in customer support as I was just about to return the product back and get my money. I definitely would recommend promoting William to a higher level if his promotion comes up. On the other hand there are employees who have the most hateful and unprofessional attitude that should not be working with a customer base in a store like this. A woman employee by the name of Cheyenne who constantly spoke about her tattoos instead of resolving the issue and doing her job in the first placed just about caused me to return my laptop and never return to Best Buy. She completely ignored me when I arrived for my appointment. Instead of professionally handling the matter she decided to pass along her work to William who was busy with another customer. Im glad for William but it does not excuse her unprofessional attitude expected at a business like this. Maybe she should work in a tattoo parlor observing how she spoke about her tattoos instead of performing as expected from a business where the customer is important. This woman was disrespectful and showed a hostile attitude which was publically displayed as a personal prejudice which should never be part of any business transaction. I never would have expected this hostility in a professional setting as this. I think I now understand why many businesses require the covering up of tattoos. Personal issues with customers should never be addressed in a professional environment. I experienced both a great experience with a highly professional employee, William, and also a very prejudiced employee who handled her work in the most lowest level of conflict by personalizing her attitude...