Best Buy Express — Attraction in Saint John

I purchased a PS5 on March 1st from your Saint John, NB location for $649+tax. Before I purchased the item, I asked if they had the PS5 version that comes with the Spider-Man game. The employees told me no and they wouldn't be getting anymore in. I said ok and purchased the console by itself. This was a gift for my husband for his 40th birthday, which is today. We were just in the store and saw that the console with the game is available and is also on sale for $599+tax. I asked if there was anything they could do and they said no because the box was ripped on the top and because the SKU number is different, they couldn't refund the difference or give us the game.

I feel so gutted. I've been saving and planning this purchase for a long time. I wanted to make my husband's 40th birthday extra special, especially after a rough year. This was a large purchase for us and I just feel so disappointed about the whole thing. The employees were very rude and dismissive. They said the stores are all closing and there is nothing they will do. Had I known, I would have purchased the PS5 from another retailer where the employees still care and are actually motivated to help.

I know I can't return the item and exchange it since the box is damaged (which is crazy to me because the console and all the parts are in perfect condition, it was literally just opened but the box was torn in the process as often happens) but I would have been more than happy with a digital copy of the game. The website says "when you're happy, we're happy" on their returns and refunds page but after my experience in store today, and after contacting their support online, I can see that's just false advertising to build trust and get your money. If you're planning on making a large purchase, do yourself a favor, save yourself a lot of trouble and heartache, and purchase elsewhere! I've never had such a terrible retail experience. I feel so sad...

I was into the Saint John location over the weekend, where I was beyond impressed with the Sales Associate Robert.

While I was in I overheard the interaction he was having with another customer. He provided some of the best customer service that I have heard in a long time. He took the time to ask about why she was buying the product, but suggested a more appropriate item, and took the time to explain why, not only once but twice in two different ways.

He then took the time to explain warrantys, and even the discount plan she was a member of.

Though I personally didn't purchase from Robert, I was overwhelmed by the respect he showed, the knowledge he shared. I would trust and suggest him to all of my friends, family, even my grandparents whole would need the extra support he showed to this...

My wife and I had a wonderful experience today at this location. We had returned a watch around a month ago for an issue that was covered under warranty. While walking around the mall we decided to go in and inquire about what was going on with the claim. We were greeted by Sean who went way beyond our expectations and with a lot of patience he got a hold of the warranty department and solved the problem. We received our rebate while in the store and were able to order a new watch ⌚️ for my wife's birthday. We are very pleased how Sean took the time to get everything sorted out and have our new purchase on it's way. Thank you very much Sean. We truly appreciate what you accomplished for us. We need more people like yourself in the workforce. Michael and...