Best Buy — Attraction in Jersey City

I had one of the worst customer service experiences at Best Buy on December 16, 2025, around 12:50 PM EST, and I feel compelled to share it. I went to the store to return an item. When I arrived, there was no designated return line visible, so I asked a staff member where I should go to process my return. I was directed to the pickup line, so I went there and waited. After standing in that line for about 15 minutes, I asked another staff member for clarification because nothing seemed to be moving. That person then told me I needed to go to the checkout line to process returns, not the pickup line.

Here’s the kicker: when I originally asked about where to go, there was no line at checkout. By the time I was redirected there, a long line had formed, and I was told to get in the back of it. This entire mess was caused by their staff’s lack of communication and poor understanding of their own processes.

The employees didn’t seem to care about the inconvenience they caused or about fixing the confusion they created. They simply shrugged it off as if it was no big deal. This incident occurred around 12:50 PM EST, so I hope management can pinpoint which employees were working at that time and ensure they get proper training to prevent similar issues in the future.

I’ve rarely encountered service this bad, and I’m extremely disappointed. Best Buy really needs to train their employees better to avoid situations like this. Having staff members who can’t give clear directions to customers creates unnecessary frustration and wastes everyone’s time. This was an awful experience, and I’ll think twice before shopping at Best Buy again.

Thank you for responding, but I find your request to send additional details through social media extremely inefficient and outdated. You already have my feedback, the time of the incident, and clear information. Instead of asking customers to jump through hoops, wouldn’t it make more sense to review your security cameras or check with employees on duty at the given time?

This overly complicated process reflects why companies like Amazon are leading in customer satisfaction. Streamlining feedback resolution should be a priority, not creating more unnecessary steps for the customer. If Best Buy wants to remain competitive, these outdated processes...

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