Best Buy — Attraction in Town of Watertown

The writing is on the wall--eventually this box store will not be able to compete with Amazon. Generally for large ticket items I like to inspect the product in person before paying. Most importantly I appreciate the guidance and customer support from a real human being. Perhaps it was the evening shift at the time of purchase, or maybe somebody was personally having a rough day--I get it--but somewhere along the line adaptive, personalized service should come to mind with Best Buy's employees if they want to delay the fact that bankruptcy is inevitable. Face to face customer service is the only edge you hold over the online phenomenon. So don't blow it.

I will always run a functions check as soon as I get home and take an item out of the box, even in this case knowing the risk of Best Buy's criminal restocking fee of 15% of the sale. I only learned of the 15% restocking fee after my poor customer service experience on the floor. I asked the cashier how I was supposed to know if the product would work if I don't take it out of the box and fire it up, to which he did not have a response. Unfortunately for me, time was not on my side and I had to follow through with the purchase. The timing was my fault, not theirs, but another area where an in-person experience needs to capitalize on every moment to make folks want to come back and remember the sales rep's name. Maybe the cashier could offer me a 24hr window for the return and a full refund? Or perhaps offer a functions test right there in the store with my lap top under their supervision?

I got home, carefully unwrapped the necessary cords and the projector in order to simulate my presentation and connect to my computer. Everything seemed to work except the fact that I could not convince my computer to extend the display from my laptop screen to the projection on the wall enabling me to read notes for a presentation. I've used multiple projectors and toyed around with various settings and I've always been able to make this work. All that being said, I would agree that the product was perfectly fine and I had no issues. I simply was not satisfied with my expensive purchase and I wanted to take it back. Despite careful repackaging on my end, preserving all items in their original form, this functions test still resulted in the 15% restocking fee. Before returning the product to the store, I hoped to find some evidence of common sense with a customer review where a store manager might be able to exercise a bit of discretion on a case by case basis--no such luck.

To all future customers of Best Buy: I hope you like what you find because that item will only hold 85% of its value for a return the moment you finalize the transaction and open the box. I also hope you read the fine print and return within 14 or 15 days of the sale depending on the product.

I don't want to succumb to mindless interactions with vendors online, but if I owe a restocking fee for being a proactive individual who wants their purchase to work the way they want it, I guess I'll just exercise a little more patience and wait for that 1-2 business day shipping period to bring me a hassle free, peace of mind experience. If this is how Best Buy leaders want to run their business, it looks like I'll be getting to know my local Fedex or UPS delivery rep a lot better than I will a blue shirted individual. So long, Best Buy! You chose $60.00 over...

Two years ago I needed to purchase a printer for my laptop. Decided to give Best Buy in Watertown a go and see what their options and prices were. Better than going to some place like Staples. Decent price and customer service was helpful.

A year ago I decided I was going to purchase my 80 year-old-mother a laptop. Wanted to get her something simple and basic. I believe it was John M. who assisted me - gave me good guidance on which laptop would be best, explained the sales/deals for certain devices. I made a choice, made a purchase, was explained the 1-year protection plan. A positive experience and the laptop is just right for Mom and she loves it!

Last night I went in to begin the window shopping for a new cell phone as the time had come to purchase a new one (my last cell phone was purchased in 2018 at an unautorized dealer). Josh was at the door, Zeus showed me my options. Neither reps were pushy. Neither were trying to twist my arm to buy the most expensive phone (Samsungs). Very personable service and conversation - really hit it off with both reps and they gave me advice and had a keen knowledge of the devices. I stated I'd leave and return if I decided to purchase at Best Buy. They were completely understanding. I returned a while later, decided to make a purchase (S24-FE) and Zeus completed the transaction with me once he was finished with other customers. While I waited, I was "shootin' the breeze" with Josh and another customer service rep. Everyone was polite, kind, and easy-going. Once Zeus completed the transaction, Steve (Navy Vet) installed the glass protector and began the file transfer from my old Samsung to my new one. There was some tricky business trying to get files and settings to transfer, so Steve went to Kendell (General Manager) at the Geek Squad. Steve got things going with the tranfer, tended to other customers, and kept checking back in (as the transfer was timely). Once Steve was off the clock, Kendell came over and chatted and explained things about the new device. Because the transfer was taking too long (and I was in the store past closing), he gave me instructions on how to complete the transfer myself at home (which was successful), refunded me the amount I paid to have Best Buy complete the transfer, and was patient and kind with me as I was apologetic about this taking so long. Kendell stated not to hesitate to email or contact him or the store if I had questions or needed further assistance.

A long winded story, but I would recommend this Best Buy to anyone on the grounds that customer service is sincerely personable - willing and wanting to help the customer. I never once felt they were just money grabbing, eager to make a buck and make a sale. They had my best interests in mind, not scrambling to sell a product. Thank you so much for your kindness and assistance! It is greatly appreciated in this...

Had a great experience! I came into the store located in the mall in Watertown, NY. And there were so many customers and not enough employees. However, the employees did non-stop customer service with an extremely professional attitude regardless of how irritated and frustrated customers became; I was one of those. I wanted a certain laptop gaming computer, the employee had beefed up the product in selling words and I really wanted it. Then to add to the frustration they didn't have it in-stock even though the tag said it was. Then he showed me a similar model so I took the different model. Went up to the counter to pay and their system kept continuing to crash, I had to give them my demographic information about 4 times... frustration began to overwhelm me. The employee then got the system to work and the scanner would not even work! He saw my face turning red from anger so he found a scanner that worked (for check out). It would not scan the product! He excused himself to get the same product so it would scan. And it worked! I apologised for my frustration and he was professional the entire time. As I finally got home (after an hour in the store waiting to just check out) I realised the box he grabbed was recently opened! I was furious as I bought a brand new gaming laptop not a used one! As I opened the box for the laptop and began looking it ovet, I realised the employee switched out the product for a better, stronger and faster gaming laptop. Same product just a different box. The product that I bought and rang up was $1,097 (which I knew it was the price). HOWEVER, The product that the employee gave me was actually $1,700! He switched out the product for a better one but put it in the same box so it would ring up what I bought! I was ABSOLUTELY ecstatic and went back to thank the employee! He, of course had no idea what I was talking about but gave me a "you don't say anything I won't know" grin! Thank you special employee! You know exactly how to treat a very frustrated customer! God...