Best Buy — Attraction in Simsbury

In December we got a Panasonic microwave as a gift.

After a few months, it stopped working. I was able to get the receipt from the family member.

On 6/4/23, I brought the microwave and receipt to the West Simsbury, CT store. I was told that the microwave would be shipped to their repair center. I was also told that if it could not be repaired I would receive a replacement. I was given an estimated completion date of 6/21/23.

On 6/26/23, I called the stones and I requested to speak to the Store Manager. I explained the situation and when she looked up my repair information, she informed me that the microwave had already been shipped back and that they found nothing wrong with it and I could pick it up when it arrived back at the store.

On 6/28/23, I was notified it was at the store ready for pickup. I drove to the store and proceeded to the Geek Squad counter and spoke to two gentlemen who were very helpful. They located the microwave and I asked if they could remove it from the bubble wrapping and plug it in to see if it was now working. They obliged and found that it was still not working. The two of them stared at each other with stunned faces. They began stumbling over their words and didn’t really have an answer as to what to do now. They said they would get the Store Manager to come and speak with me.

A short time later, a man named Rob identified himself as the Store Manager. He took some time reviewing information on the computer before addressing me directly. Once he was finished on the computer, he explained to me that I would have to take the microwave home and contact Panasonic about the issue because it was under a Manufacturer’s Warranty. Rob explained that when I dropped the microwave off at the store Panasonic had “given the green light for the repairs to be done at our facility”. He said that when the microwave arrived at the repair center, Panasonic then stated that they would not cover the repairs. Rob said that the microwave was then sent back. I find this interesting because the Store Manager I had spoken to on the phone 2 days earlier stated that the repair center did not find anything wrong with the microwave. I asked Rob to show me the documentation that Panasonic was refusing to cover the repairs. He stated that the information was on his computer in the back room. I said I would wait if he could go in the back and print it out. Rob said that it was company information and that he would not show it to me. Rob stated that the Manufacturer’s Warranty would only cover a manufacturing defect. I directed him to view the microwave and the pristine condition it was in at the time. It had no scratches, dents, or damage whatsoever.

At this point I had become extremely annoyed. I advised Rob to pull up my account with the store to show how I had been a loyal customer. Rob said he would not view that information and that there was nothing further he could do for me. I then asked how it became my problem now after I did everything I was supposed to do in this situation. Why should I have to bring home a broken microwave that Best Buy had in their possession for almost a month and did nothing to fix. Rob reiterated that there was nothing he could do for me. I told him that his store is now losing a valued customer over a microwave and told him he could keep the broken microwave. I walked out of the store and left the microwave at the Geek Squad counter. My wife went out the next morning and bought a new one.

I am completely shocked and appalled at the blatant lack of customer service in this situation. I cannot get my head around how Rob, as a representative of Best Buy, felt that this was the most effective way to handle this situation. I don’t see myself, or any members of my family, doing business with Best Buy again...

Another poor experience at this Best Buy. Attempted to pickup an order placed thru Amazon. New option when ordering thru Amazon, figured i would give it a try. Only 1 of the 2 items were ready for pickup from order placed three days ago. 1st excuse i was given was “you waited too long to pickup the order.” I asked “then how is half of the same order still ready to pickup?” Hmm, staff doesn’t know why. Then i was told they didn’t have it in stock. I asked why I received notification both items were ready to be picked up, staff doesn’t know why. I said i would take what was ready to pickup, half the order, and i would like a receipt showing i picked up half the order. Staff can’t or doesn’t know how to do that. So the only email i have states i paid in full for the full order, my credit card app shows the same thing, but im told i was refunded the money for the item they didn’t have. I asked for documentation of that in case i need to dispute the charge. Once again, staff can’t or doesn’t know how to do that. I asked who the manager was, and the staff members says “i am”. So the person helping me who doesn’t know how to do anything is managing this store. His name is Keenan. I asked if they had a phone number direct to Amazon to address the issue we were experiencing. I was told “this is a new process”. Just because this is a new process doesn’t mean you don’t have a contact number. My logical questions were clearly irritating the cashier, and i was told they only way i will get Amazon’s attention is to dispute the charge with my credit card company. Is that the best advice you can offer me? Whether this is Amazon’s fault, or Best Buy, i cannot confidently purchase from a company who tells their customers they will need to dispute the charge to get any resolution. Be weary when customer service cannot resolve an issue, and refers you to fight order charges against their...

Went in here on the Saturday after thanksgiving fully ready to buy an Apple Watch but wanting to see the various sizes in person. The table in the Apple section housing the watches was unplugged leaving every device on the table dead. If their battery life is 18 hours, I guess it means it was off on Black Friday as well which seems like a big miss on their part. The sales woman who finally wandered over told me that none of displays work…but then said it was strange that the table was off and she would get someone to look at it?? Confused - they don’t work but should still be charging?

I told her I wanted the 9 but also wanted to see it. She told me the 9 wasn’t on display but it was the same as the SE. She went to check if they had it and came back to tell me that they didn’t have the SE in that color…if you’ve been following along I was there for a 9. At this point, I had lost all faith and just wanted to leave. I was hoping to see the sport band on the twilight which clearly has orange on it. I was told it was a different yellow striped one they had on the display table which was clearly wrong. If I’m in the store, I don’t need an employee there to just show me the website on their phone as I literally have their website up on my own phone.

I get that the employees here probably don’t make enough and were exhausted from the shopping weekend, so my beef is with Best Buy - pay your people enough to care! However, it was empty in here. I rarely go into store fronts anymore and this reminded me why.

In addition, the sign outside is weathered and inside the store felt like it was under construction or in a temporary state of disarray, but I fear it’s permanent.

Will purchase online from...