Best Buy — Attraction in Woodbridge Township

Horrible! Horrible! Horrible Customer Service!! No one, and I mean NO ONE, ever wants to help when you ask them for assistance. I visited Best Buy in Iselin, NJ, on Thursday, 04/10/25. The store was empty. My wife and I went to check out and possibly buy a new laptop. We had a few questions since our current laptops were over 8 yrs old. We saw a young man in the electronics dept. His name was Yousef. He was on his phone on a personal call while working. We needed help, so I approached him and asked for assistance. He looked bothered but did walk over to the laptop with us. He answered one question, and when I turned around, he had returned to where he was originally standing. So, I went back and told him that I had more questions that needed to be answered. Again, he answered another question and left to continue his conversation. That's when we decided to go in search of another employee for assistance. We came across several employees talking in a huddle. When I asked for help, we were told that they didn't work in that dept. I was angry and was about to walk out. Then, we saw another employee who actually stopped to talk to us. His name was Jaylen, and he was amazing! I explained what had happened and how we were about to walk out because NO ONE wanted to help us. He walked over to where Yousef was still standing and on his phone. Jaylen answered all our questions and then some. He then pointed out Yousef's boss. We called her over and explained what our experience had been like. Her name was Malak, and she too was amazing!! She and Jaylen apologized over and over about the lack of service we had experienced. We decided to buy 2 laptops and a few other items because of them. Of course, the laptops were not in stock and had to be shipped to us. Two days later, we received said laptops and made an appt. with geek squad to set up, install, and place our old info on a hard drive. Our appt was set for Monday, 4/14/25 at 10:20am. Upon our arrival, we waited to be helped. At the counter for geek squad was a young man by the name of (Sean). He was so unprofessional. He smelled, looked like he rolled out of bed and went to work, and was eating Cheetos and drinking a coke while helping customers. He took his sweet time while helping the two customers in front of us. I mentioned to my wife, whom he was helping at the time, that we didn't want cheetos on our laptop from his fingers. He heard me and said, "I promise that I am not getting Cheetos on your laptop." He was bent over and his butt was showing. (When did it become OK to be so lazy at work). While helping us, he continued to eat and drink. We were not happy but did not make a big deal at that time. We left our items to be worked on. When I received a text message that our items were done, I returned to pick them up. Now, there were several employees at the front counter, and several were drinking sodas. I still needed help because everything that I asked to be done had not been done. I was helped by a young spanish guy who was very nice and helped me get what I needed and answered all my questions (can't remember his name). However, upon arriving at home, I noticed that one of the cables to one of our new laptops was missing. I tried calling right away, but no one would pick up. I couldn't return right away as I had a medical appt. After, my appt. I began to call again. I was on hold so long that I was able to return to the store from Metuchen, NJ. Upon my arrival, I explained that one of the cable to our new laptop was missing. No one could find it. I was so angry! I was angry that I hadn't checked before I left and that they couldn't find it. Then, I saw Jaylen again and explained what happened and how they were all so busy drinking and eating that they misplaced our cord. Jaylen came through and was able to help us. We were NOT HAPPY with the service at this Best Buy. This was not the first time. We had planned to make a Sony Bavaria TV purchase but will not buy it from there!! Nothing ever gets done about it! I will take my $$ somewhere...

There was a reason I was reluctant to spend the extra money and make my purchase with Best Buy over Amazon, but I still did because of previous experience with Mobile Installation. And while Mobile Installation did not fail me during this order, Best Buy and the Store Pick-up Experience certainly did. Over the years of visiting Best Buy, the quality has certainly declined and my visit just a few days ago renewed that thought.

I had attempted to call the store for a half hour, but the phone was never answered. When I went to the Store Pick-Up, I found out why, as this Best Buy now change the check out to only 2 associates. One of these associates was busy with a long line of customers attempting to check out as she was the only cashier. The other who was supposed to be attending to the Store Pick-up line could not be found and other associates "were not trained to help." As I waited, so did several other callers like myself just an hour prior. Finally, an associate came over to assist and every time the phone rang, she would place the phone on call forward. Where that call went after, I do not know, but I can tell you that soon after, the phone kept ringing and the associate continued to do the same by placing her phone on forward. Is that customer service? No wonder my call went unanswered.

As for my store pick-up, I was informed via email it could take as little as 45 minutes to pick up. And while I understand there are circumstances to make it take longer, it is obvious that associates here at Best Buy are not attentive to their jobs. Not only with my experience with the store pick-up associate, but the stock room associate who came out with several online orders like mine that had been waiting in the back after being picked, but were never logged into the system. After the associate asked the stock room to find my order, miraculously I received an email stating my pick-up was ready and the stock room associate came to the front with the several other online orders for the day. Why did this occur? That I do not know. But what I do know is that I will certainly not be returning to Best Buy again and will continue shopping with Amazon and P.C. Richard instead.

As for Best Buy's response? Here it is: "Thank you for contacting Best Buy.

We value your patronage, and it is alarming to hear of your disappointment. The level of service you received is unusual, as we are accustomed to providing the highest quality customer service at all times.

I apologize we did not meet your expectations with Best Buy strives to make each experience you have with us positive and as fun as possible, and we are disappointed if we don't live up to that expectation. Best Buy relies on feedback, both positive and negative, to help us find areas for improvement.

We do hope you will still allow us the opportunity to continue to serve you in...

They sell you open box items that have in their own notes what accessories are included that they physically checked and wrote down. And then they don't give you those accessories, which are integral to turn on and use the item.

I bought the Samsung 8k 85inch QN900C open box. This TV requires the Samsung "OneConnect" Box to power on, and to use any inputs. As the TV only has a single cable that connects it to the OneConnect Box since it is very slim.

Best Buy did not include the OneConnect Box, any cables, or the remote with the TV.

I have a paperweight of a TV sitting in my house now that I can't turn on.

I spoke to the manager there and he told me in their own private Best Buy notes, it says that they physically checked the TV as it was a Demo TV and that it includes the OneConnect box, as this is how they had the TV powered on, when it was hanging on the wall as a demo unit.

He told me "oh sometimes it's a luck of the draw, you never know if you're going to get all the accessories". Meanwhile, in BEST BUY's NOTES: comes with OneConnect Box.

It is physically written in their notes, and they said they couldn't just give me one from another demo tv. It was also stated online when I purchased the open-box TV that it comes with the necessary accessories for TV functionality.

However he told me that there is nothing he can do and that I have to spend $300+ dollars to order the OneConnect box myself, as well as the $70+ OneConnect Cable, plus $30 power cable, plus $100 Solar remote.

Oh please... Here's the kicker. YOU CAN'T EVEN ORDER THE ONECONNECT BOX. Samsung doesn't sell it as a parts item. It's only included with TV's at purchase.

So once again, I have a 85 inch, 96 LB paperweight of a tv just sitting in my living room leaning against the wall. Oh yea, it also didn't come with a stand.

There needs to be some resolution to this ASAP.

I drove an hour and a half out of my way to go back to this store to get it. They looked for the OneConnect box at the geek squad are as that's where open box TV's are checked. And they said it's not there. But they wouldn't give me one off another demo TV.

I can't order a OneConnect box. Best Buy has to remediate this.

I would like a call from the general manager as soon as possible.

This is not my first bad experience, and I'm a former employee as well which makes me even more sad and annoyed about the whole situation. As I know what I would've done if a customer came to me with the same issue.

I will leave this review up until the situation...