Best Buy — Local services in Framingham

I was shown on the website this store had a particular make and model TV that I wanted to purchase. The store is an hour drive away from me so I called to make sure they had the TV. The store employee I spoke with confirmed the TV was in stock and told me he would send me a link so I can make the purchase and the TV would be waiting for me upon my arrival. I used my Discover Cashback bonus to redeem $400 in gift cards to use towards the TV. This transaction is irreversible. I also signed up for the Best Buy credit card solely for this purchase. After an hour drive I arrived and checked my phone to see that I had received an email about 20 minutes prior to my arrival stating the order had been cancelled. As I was already there, I decided to go in and request an explanation. The first employee I spoke with directed me to an incorrect pickup counter. The employee at the pickup counter advised I needed to drive around the back of the store to pickup my TV. Considering my experience so far, I requested he confirm the TV was here before I do so. The employee then told me they didn't have it. The explanation I was given seemed to essentially be it was incorrectly marked as in stock. After explaining my experience to 4 employees ( one of which was a manger who first tried to direct my customer service without speaking to me), I was simply told there was nothing they could do and they refused to make any kind of concession or show any understanding my time and money wasted. I wasted more than 2 hours of my time, didn't get the TV I wanted and I'm stuck with $400 in best buy gift cards I only redeemed for this purchase. On top of that, I unnecessarily signed up for a credit card. Needless to say, I would not recommend this store to anyone and believe it's a fair assumption you could expect the same experience at any best buy store.

As an update to any potential readers, I was hopeful when the owner replied to my review (see below). Even if I was once again directed to someone else rather than having my issue actually addressed. I did what they asked and tried the customer service team but ultimately they refused to do anything unless I made ANOTHER purchase. Seeing as that's how I ended up in this position, I wasn't going to do that. This has been the worst experience I've ever had with a retail store. Not a single offer for a concession was made at any point by any of the several people I spoke with. Including a manager and the owner. My intention at this point is follow up with the better business bureau to hopefully prevent this from happening to...

On Friday, 5/30/2025, we went to the Best Buy in Framingham, MA and purchased a dishwasher. One of the biggest selling points was free installation. We confirmed, in no uncertain terms, that installation would not involve a charge. We even did something we almost never do, and purchased the extended warranty, confirming again that there would be no hidden charges.

The delivery team/installers arrived earlier this morning, 6/4. Before the installers began their work, they informed us there would be an additional cost of $300 for "code updates". After some investigation, we discovered that these updates have been necessary for some time; however, up until 2 days ago (Monday, 6/2), Best Buy has covered the cost. The company started passing the cost of the updates onto the consumer THREE DAYS AFTER we made our purchase.

While the installers waited, we spoke with two different Best Buy customer service reps, asking them to honor the definition of "free installation". Both of them suggested we contact the store, and told us there was nothing they could do. The store was not yet open, so we had the team keep the dishwasher on their truck, and take it back to the warehouse. At 10am, we tried contacting the store, and were bounced to customer service once again. When we asked the rep to transfer us to Best Buy Framingham sales, she informed us it's not possible to contact individual stores by phone.

We're taking time off from work to pay a personal visit to the store. Best Buy has one last shot at making this right. If that doesn't happen, we will cancel the transaction outright for a full refund, and we will never, EVER again make the mistake of buying an appliance from Best Buy.

Update: Best Buy was an absolute stone wall. We cancelled the purchase, and did what we should have done in the first place--bought the exact same model from a local, family-owned business. That store does not offer "free installation"; however, the installation cost, which is stated up front, is the same $300 Best Buy surprised us with for the code updates on delivery day, and includes...

They lost me as a customer. I have told my kids to always get electronics from BestBuy rather than Amazon and have gone out of my way to purchase from BestBuy for many years. It is no longer worth it after the series of blunders and lack of customer service support. I am not going to bore you with the details but the highlights are I purchased a Chromebook that failed after a month. I was told to bring it in to the GeekSquad for repair. A series of screw ups by GeekSquad and notifying me to come in to pick up my computer when it was not ready was a waste of my afternoon (This was on 1/20/24). . I said "I don't even want the lemon computer just give me a refund. You sold me a product that failed after a month of use. Just give me a refund and do the right thing". I spent a lot of time standing around to wait to talk to a manager. Eventually the manager said to talk to the customer relations person Ana and she is on Monday. I held off off calling Ana. I then received another email that my computer is ready for pickup. I went to get it and guess what. It was 'still in transit'. Are you kidding me BestBuy? I emailed Ana, I called and left message, but never heard back. Another aspect of BestBuy customer service that now is a very poor decision by management is you cannot call the individual stores. You call a number for a store but it gets routed to a main call center for all stores. There was no way to talk to anyone in the store. I might as well just order from Amazon as the customer service is much better. I am just astounded how poor BestBuy handled my situation. Oh and it is 1 month since I brought that lemon computer into the GeekSquad and I still do not have it. At this point I am going to dispute it with my credit...