Best Buy Encinitas

I am submitting a formal complaint to Best Buy Headquarters regarding an incident at the Encinitas, CA location on November 14 around 12 PM. I have been a loyal Best Buy customer for over 20 years, spending tens of thousands of dollars annually, and the Encinitas managers and staff have always treated me with professionalism — until this encounter. A newer Geek Squad agent named Joey purposely deceived me and refused to perform a basic verification of my warranty and TotalTech coverage. Without checking a single detail, he told me: “That’s an Apple product. We don’t do Apple here. You’ll have to go to Oceanside.” When I asked him to look up my account, he said: “I’m unable to look you up. I’m unable to verify anything.” I then asked him to verify my TotalTech coverage, and he said: “No, I cannot do that.” This was simply untrue. Every Geek Squad terminal has access to the same information. Instead of assisting me, he attempted to send me on a two-hour round-trip to another city for something he could have checked in seconds. When I calmly asked him again to verify before I wasted my time, he dismissed me and ended the conversation with: “We’re going in circles. I’m done with you.” Another Geek Squad employee looked up my account in under 30 seconds and explained everything clearly. Joey chose not to help. This was not a misunderstanding. This was intentional dismissal and deception toward a long-time, high-value customer. It is unacceptable for any employee — especially at a store with such a strong reputation. I am requesting that this complaint be formally escalated to the Best Buy District Manager and appropriate leadership. Joey’s conduct needs to be addressed immediately.

Overrated cell phone cover store, no longer carries real electronics... so disappointing

Best Buy is consistently staffed with smart, knowledgeable and friendly staff. I wish all retail was held to this standard.

I want to start by saying that I never write reviews. I’ve worked in customer service and retail before, so I completely understand how tough those jobs can be. Because of that, I always make an effort to be patient and kind — I’m not the type to make anyone’s day harder. That said, I had a truly frustrating experience at the Encinitas Best Buy. I ordered a TV online that unfortunately arrived damaged — a bummer, but these things happen. I took it to the Encinitas store to return it, only to be told they don’t do online returns and that I’d need to call customer service, especially for damaged items. That felt odd, but I called customer service anyway. Customer service assured me I could return it in-store and just needed to show my barcode. So I came back (carrying a 50-inch TV) and an employee said he could help. But then the manager came over and told me they would not accept the return and to call customer service again. I explained that customer service had specifically told me to return it in-store, and he still refused — insisting no Best Buy would take an online damaged return and that it was up to the manager’s discretion. I calmly asked what I should do if customer service again directed me to come back, and he flatly said he still wouldn’t take it. This all happened in front of other customers, and as a young woman, his tone and demeanor made me feel incredibly uncomfortable, disrespected, and honestly unsafe. I even said, “Sir, I’m really not trying to cause a scene; I’m just trying to understand why you won’t take the return.” Again, I worked in retail, I fully understand sales of the day and making LY (this was literally only a $200 TV). Feeling defeated, I decided to try another store — Carmel Mountain Best Buy — and what a difference. The manager, Chris S, was kind, professional, and understanding. He processed the return without issue and even confirmed that there’s no such policy preventing stores from taking online damaged returns. To my Encinitas friends — skip that location. Drive to Carmel Mountain instead. It’s absolutely worth it for the professionalism and kindness you’ll receive there