Best Buy — Attraction in Marlborough

First let me say that throughout many years I have purchased tremendous amount of items at Best Buy not only in Marlborough but other local locations as well for both personal and business use. The main reason why I have come here was because of customer service, if it wasn’t for that I would probably purchase online like the rest and majority of shoppers. I also every year come during Black Friday and purchase multiple items. This past Black Friday I came with my daughter to once again make some purchases for business as well as personal. I purchased a laptop for my business and also purchased a TV for my father which he definitely needs. After spending several hours figuring out which TV would accommodate his needs, I ended up purchasing one and also adding an additional 5year extended warranty plan. We were supposed to pick up the TV and received a notification while we were on a business trip out of state. We called the customer service at that time which we later learned that the customer service you speak to is someone from over seas. This person had no regard to our situation and did not give us any options to extend the pick up date or to contact the local store. He just started laughing at us when we said we needed help as we were out of state instead of helping us with getting the help we needed. We came back from our business trip yesterday only to see that Best Buy refunded our money for the TV. Both my husband and I went to the store to talk to a Manager and the Manager said that he couldn’t do anything and offered for us to buy the TV at the regular price as he couldn’t offer any other help. We were baffled that we had a paid item, the TV and yet we are trying to buy the TV back and the Manager didn’t want to offer us the TV at the same price we had purchased it. He essentially said “you’re screwed we can’t do anything” and the phone call we had with customer service he told us there was no mention or log of the call even though we provided the name of the rep who assisted during the call! He just said I’m sorry and told us if we wanted to TV that we needed to purchase it now at the current price. Again, we reminded this Manager that we constantly buy items from this store and that we had called to extend the pick up date and the person didn’t want to help us and yet he told us that his hands were tied. It just doesn’t make sense that a Manager from a store would not try to work with a client who constantly buys from there and try to make the sale happen. They rather us walk away and not make the purchase then to work with us so we could get our original purchase. My husband who has been a Best Buy geek from more than 20 years said, enough! He was even more frustrated and baffled at this whole situation and basically cancelled the rewards program on the spot, he will be calling the credit card company to cancel his credit care as well. He basically stated to the Manager that he will never buy from Best Buy again. The Manager didn’t even flinch or tried to work with us, what an outrage! This is why more and more people rather buy online these days which again is unfortunate because we rather deal with local companies (we always support local companies!) who you get to talk to human beings, but unfortunately that’s the type of customer service and treatment you will get at this location and others. I’m super disappointed in Best Buy and the Manager of this store! From now on we will buy online. Don’t waste your time here you can get items online at better price and actually get much better customer service one which the representative doesn’t laugh at you or doesn’t want to help you. To upper Best Buy management you’ve not only lost 2 great buyers and our family/friends, but everyone we know, we will continue to let them know of our terrible experience and encourage them to buy somewhere else. It’s too bad it seems no one cares, we feel like in a few years if they keep this up Best Buy will be shutting down just like many other stores that have gone this path. Don’t go here and don’t...

In summary: shop at Amazon prime If "0" was an option, that would be my rate. Don't order for store pick up! Ship it to your home instead from another company.

Ordered a computer 11/29 under my husband's name and the woman checking us out decided to change everything in my name to make check out easier for herself, as we were using my Best Buy credit card. I clearly stated that my husband will be picking up the order, as I live an hour away, and my husband works about 20 minutes away from this Best Buy. When my husband went to pick up the order, we were given a hard time, stating that I had to be there since the order was under my name. Best Buy employees suggested that I would need to add my husband to the order on the app or online to be able to have him pick up the order. I tried and tried but was not able to do so, because it is not possible. It is only possible within 30 min of putting your order in. After 30 minutes of the run around, from getting suggestions from employees and looking all over the app, they finally figured out that I would need to call customer service to add my husband to the order. Customer service was so unhelpful and uninformed. They told me that they cannot add anyone to a store pick up. and also shared that they cannot call the store to communicate with them either. They did not even appear that they wanted to help address my concerns. I told her, I would like to cancel my order. She said she cannot whatsoever cancel my order and I would have to go to the store to physically cancel the order, which I found to be completely untrue. Following my frustrating call with customer service, I looked on the app and learned that I was now able to cancel my order online. Best Buy employees were not familiar with the Best Buy app and what customers can and cannot do on the app/online account. I ended up wasting 2 hours of my evening trying to figure out how to pick up my order and still ended up without my computer! Customer service stated she could not cancel my order even though it clearly stated online to call the customer service phone number to cancel online store orders that has already been paid for. Employees are not well trained and not informed causing a lot of unnecessary stress. I ended up cancelling my order and finding a a larger monitor for my computer on AmazonPrime for the same price that would have it shipped to my address in 4 days! Let's just say I don't plan to purchase anything with BestBuy for a while and I plan to cut my store credit card. Horrible experience. Due to COVID you would think BestBuy would have more options and more trained employees. Super disappointed with BestBuy. I will be shopping with AmazonPrime and other companies from now on.

Prior to calling customer service, I attempted to add a person to my store pick up order online which there was a notice to call customer service. I did not see any user friendly way to add anyone to the order pick up and later learned that this was not even possible---wasting my time looking for this. I attempted to cancel my order. I attempted a chat that just kept "loading" end never ended up chatting with anyone. I attempted to call the Best Buy Marlborough, MA store but never reached anyone. The phone just kept me on hold for 20...

Horrific experience I bought a brand new lab top in the box I work a lot so I didn't take it out of the box for about sixteen days. When I took it out the laptop worked for about three minutes and powered down, and never turned back on. I contacted the store and they told me I was outside the 15 day return and exchange policy and smugly said " that's what Best Buy protection is for" exactly what a customer wants to hear after buying a brand new item in the box right? I proceseded to contact corporate and they were a little more helpful or so I thought. They told me that they spoke with the store manager Adam and he said if I drove to the location ( 39 miles from where I live) and geek squad checks it out and verifies it's a faulty laptop they will swape it out for the same machine. I asked if I could go to a Best Buy that is closer to where I live and the nice lady said " well it's up to the mangers distrection so if I were you I would go now because he said he would swape it out" I agreed and took the 40 minute ride. Geek squade checked the laptop that had only three minutes of use age on it and confirmed that it was just dead and a faulty machine. Wonder manager Adam proceeded to tell me I never said I'd swape it out I don't know why customer service told you that. After hours of wasted time ajd listening to his own staff tell me I don't understand why he won't give you a new one he just kept telling me nothing can be done aside from shipping it to Lenovo and having them check it out because it's covered under the manafucters warranty. Mind you this process will take a month. I called back customer service and they told me that the notes under my receipt and sunnier id # said the manager would do it. Adam the excellent manager with such great customer service skills just said its policy and he is sorry even through his own staff said he singly had the power to just give me the laptop I paid for, but he refused.

On a side note I'm a manager and the way I was treated is sickening. Customers beware if you buy something new that is faulty they will not help you

I give this Best Buy a F- and 4 stars down. In fact I will never shop at any Best Buy ever again

I'm a customer who had been shopping there for 14 years has bought over 10000 dollars is electronics from this company.

Horrible horrible horrible

Adam should be fired and...