Best Buy Soquel

Speedy service, great prices

Help was fast and friendly

Horrible experience with open box TV and customer service I drove 80 miles to the Soquel Best Buy to pick up an open-box “Excellent Condition” TCL NxtVision Frame TV. BestBuy’s website claims that products in Excellent condition “look brand new — with no physical flaws, scratches, or scuffs — and include all original parts and accessories (or a suitable replacement).” This turned out to be completely misleading. Before leaving the store, I specifically asked the employees to confirm that all accessories were included. They assured me everything was there. When I got home, I discovered the TV was missing every accessory — no frame, no stand, no remote, and no power cord. The TV itself was in poor condition, and the “box” was four random cardboard pieces taped together with only four small foam blocks inside. One block was even pressing directly into the screen. I called customer service five times, and each time they repeated the same policy: the only solution was to drive back to the Soquel store — another 80 miles — to return it. I explained the box was unsafe to transport back, but they still refused to offer any alternative. I then visited a local Best Buy, where they opened a case number for me. When I called customer service again, they gave me yet another case number which I am still waiting for a reply from Best Buy. This entire situation could have been avoided if Best Buy accurately represented their open-box products and opened the box in-store to verify the condition, even if that meant repackaging it afterward. This has been the worst shopping experience I’ve ever had. Do NOT buy an open-box TV from Best Buy.

I made the mistake of allowing the salesman at the Capitola location to activate my new phone. I asked if I would still be able to use my old phone as I was traveling and he said yes, NOT TRUE! I spent the next 3 hours trying to get my other phone reactivated. Long story. Suffice it to say, apparently the sales person (who was wearing a shirt with the Verizon logo on it) either didn't know or didn't consider the fact that I would now be without a phone until Verizon had time to load my info onto my new phone (Best buy could not as it was Black Friday). I'm sure those of you who are more tech savvy may have been able to transfer your information yourself, but I'm not that person. In short, don't trust that the phone sales people at this location know what they are talking about!