Best Buy San Rafael

"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.

It was my first visit to Best Buy at San Rafael location and there are no signs for direction as to its location, it was difficult to find. The parking lot is large and it was full, I had to drive around a few times waiting for someone to be pulling out. There is wheelchair accessible parking, but a spot might not be open because I noticed a few vehicles without the required visible identification that shows you are permitted to park in one of the spaces that legally require authorization. The entrance is wheelchair accessible and the layout of this business is wheelchair friendly. However, this location is a huge building and the departments are not clearly marked and at sitting eye level there is even less information to assist in finding what you are looking for. There were plenty of employees walking around and even two supervisors or managers having a conversation behind the cashiers desk and not at the cash register where at least one of them should have assisted the one employee that was checking out a customer and had a line of two or three people including me, waiting to be helped. After, 15 minutes the employee acknowledged me so I told him I needed a phone for my elderly father for just calling and texting, of course he started for the more expensive phones so I told him I needed a cheaper phone that I could get service on that day. I asked about the Jitterbug flip2 phone and he had no knowledge of the features or what kind of service it provided prepaid minutes or service provider. I was told the phone can be up and running that same day. I was pressed for time but remained patient. I chose a phone and color of phone I wanted to get the checkout process moving and before we could fully turn toward the direction of the cash registers a man speaking Spanish stopped the employee and asked a question showing his screen to him and for the next five to ten minutes I was waiting on the back burner. I actually had to tell them I had somewhere to be. The cashier told me to call the number on the box the phone was packaged in and I would get everything I needed to activate the phone. I was also told it would cost approximately $14.99 a month and the phone was supposed to be on sale. This was on Dec. 3rd and the phone hasn't been used yet. The activation account was nowhere near $14.99 and paid $47.33 for an under $30 phone. This phone does not have an email feature so I can't set up any accounts for my dad and would not have chosen that phone had I known that in the first place. I'm very unsatisfied with my purchase and disappointed by the whole experience with San Rafael location Best Buy. I will not recommend this store for any electronics needs whatsoever. They took my money and wasted my time.

We had to beg for customer service BOTH times we've been here recently. It's like, no one wants to help?