Best Buy San Rafael

I’ve been a Best Buy customer for years, but this experience completely changed my view of the company. Best Buy hides behind confusing and inconsistently applied return policies, then stonewalls customers when issues arise. I was bounced between store staff, corporate support, and “executive resolution” with no one taking real ownership or offering a reasonable solution. Each interaction felt scripted, dismissive, and designed to exhaust the customer rather than help them. What’s most frustrating is the lack of accountability. Policies are selectively interpreted, explanations change depending on who you speak to, and once they decide to say no, meaningful conversation stops. Escalations lead nowhere. Transparency and basic customer respect are clearly not priorities. For a company of this size, the customer care experience is shockingly poor. If something goes wrong with your purchase, be prepared for a long, frustrating process with little to no resolution. I would strongly caution anyone buying higher priced items here. Once Best Buy has your money, you are largely on your own.

This best buy has exceptional customer service. Shannon went out of her way to lookup an item for a much needed return. Customer service is seriously lacking these days. Not at this store. A+++++++

"I am writing to commend Emma at your San Rafael location for her exceptional service. I brought my computer in with a difficult Microsoft download issue, and she handled it with total professionalism and patience. Her customer service skills are top-notch, and Emma is a huge asset to your team. She deserves much more than a 10-star rating for her hard work today!" Best Buy is so lucky to have an employee like Emma.

I like their insurance program because my true wireless headphones always break within two years. Sometimes it's nice to be able up just buy something and take it home rather than waiting for it to ship to you online. All that being said, it can be difficult to get service when you need it, for example to open up a cabinet so you can buy something. This is the reason for 4 stars.