Best Buy — Local services in Manalapan Township

I recently purchased a Droid Turbo phone in the new Best Buy exclusive (blue) color. The device is also exclusive to Verizon Wireless. The Droid Turbo is advertised by both the manufacturer (Motorola) and Verizon Wireless as including one complimentary replacement of a damaged screen under what both call the "Screen Assurance" program. I dropped the phone less than 6 inches onto my counter top and the screen of my 13 day old device shattered. I contacted Best Buy and attempted to submit a claim through Geek Squad insurance. I was told by the store that the Droid Turbo comes with one free replacement and that I should contact Verizon Wireless to file the claim. This set in motion a 6 hour ordeal in which Verizon Wireless, Motorola and Best Buy all pointed the finger at each other while each stating they would not honor the policy. After the 6 hours, the bottom line is that Best Buy states it is an advertised feature of Motorola that uses Verizon Wireless as the agent to receive damaged devices and distribute replacement devices. Best Buy also stated that there is no way to get their blue device replaced without filing a Geek Squad claim and paying a $149 deductible. They informed that Verizon would only replace with a black device. Verizon, meanwhile stated that had I purchased any color other than blue, they would happily provide the free replacement. However, since Best Buy circumvents thew carrier on all of their "exclusive" blue phones, Verizon cannot not accept them (even if I was willing to accept a black replacement). They stated that Best Buy should be the one honoring the Motorola policy on best buy exclusive devices just as Verizon honors all non-Best Buy-exclusive devices. AT NO TIME DID BEST BUY INFORM ME THAT BY PURCHASING ONE COLOR OVER ANOTHER I WOULD BE FORFEITING MY RIGHT TO AN ADVERTISED FEATURE OF THE PHONE. VERIZON ALSO STATED THAT THIS EXCEPTION IS WIDELY KNOWN TO VERIZON AND MOTOROLA, DESPITE NOT INFORMING THE END CUSTOMER PRIOR TO PURCHASE. Lastly, I spoke to Motorola who stated that the "screen assurance" is not, in fact, their policy at all, but rather Verizon's. They stated only Verizon or Best Buy can fulfill the replacement. They also said they did in fact have blue devices available and can replace my broken device for a $125 charge. Ultimately I was told that the only reason the policy would not be honored is because I bought the "Best Buy exclusive color" and that had I simply purchased any other color from Best Buy or any other retailer, the policy would be honored. Best Buy does not provide any information at point of sale to inform the customer of this odd exclusion. More importantly, Motorola's website advertises the benefit (without exclusion) and redirects to a Verizon Wireless web page with a program FAQ and instructions for filing a claim. The program FAQ also states no exclusions of any specifically colored device. I feel this is false advertisement that caused me to purchase a device where known restrictions were not provided to the consumer. Note: I have the screen shots captured from each company's websites as proof that (as of today) this misleading advertising is still in place. I even offered (as a last effort) for Verizon to simply credit me $125 to offset the cost of replacing the device directly from Motorola. I assumed Verizon would provide such credit (amounting to less than one month's bill) as a gesture of good will to an over 20 year customer. My...

BURNED ON BLACK FRIDAY/ BAIT AND SWITCH

It takes a lot for me to write a bad review, but this Best Buy in Manalapan, NJ, really did a number on me. From the salesperson to the General Manager, Mr. Andrew Roberts.

I have NEVER been out for a Black Friday sale in my 48 years. This year I needed a new laptop, so I found a great deal, $250 off a $749.99 "HP Pavilion x360 2-in-1 14" Touch-Screen Laptop- Intel Core i5-8GB Memory-256GB SSD+16GB Optane-HP anodized finish in warm and luminous gold".

I found Best Buy in Manalapan, NJ, which was going to open at 5 PM on Thanksgiving Day. So, I left my family before the dessert was on the table, waited on their line for 40 minutes in the cold, and was about the 50th person through the doors when they opened.

I went directly to the computer section. I showed the salesperson a screenshot on my phone, showing the EXACT laptop I wanted. He told me it was an excellent deal and retrieved the box from the upper shelf. I checked out and paid the $499 I expected to pay.

The following day I was curious if I received a good deal, so I searched the model number of the box online. It turns out I was sold the model below, which was half the GBs all around. I was livid.

That day Best Buy sent me an email requesting a review of my visit. I let them know everything.

The next day the stores General Manager, Andrew Roberts, called. He said all the things he was trained to answer. All the laptops were sold out. He even offered me a choice of 2 other, barely similar, laptops for $499. I said I wanted a 2 in 1 with the same GBs as the one I was supposed to receive.

Mr. Andrew Roberts went on in his email, promising to call me on CYBER MONDAY morning and find me a deal then.

After waiting all day for his call, I finally decided to go and return the laptop and speak with Mr. Andrew Roberts at the store. Wellllll, I was informed, MR. Andrew Roberts, the store General Manager, WAS NOT working. So he made me a promise the day before that he KNEW he wasn't going to keep. I thought, possibly, the store would have contacted him, and Mr. Andrew Roberts would fulfill his promise. I even passed up other deals I found on Amazon.

While there, Liam, a floor salesperson asked if I needed help. He was outstanding with his concern to help. He showed me comparable laptops to the one I initially requested. They were approx. $699, and I said I would take it if I could the discount I was supposed to get days before and buy it for $499. Well, Liam went to the GM that was actually working that day and that GM would only go as low as $599. I refused and left.

After I left, I sent Mr. Andrew Roberts an email and text stating my concern and believed an apology was due. I have received NO RESPONSE. I will NEVER shop that Best Buy in...

Worst Best Buy Ever a Friend from out of state purchased a B day present for my son wanted to return it for gift cards for my son to use later spoke to manager spoke to manager on the phone before i came in and explained my situation that i needed the refund in a form of a gift card they said that you must come in to the store so i drove over an hour arrived at store and saw a customer service girl who attempted to return the tv and issue me gift cards it was obvious that she did not know how to do it . So i asked several times to speak to a manager because i did not want her to mess up the return and issue the refund back to their credit card the girl said she figured it out after she completed the return she said oops it returned back to their credit card at this point i am upset and demand a manager of course i dont get one i get a team leader whatever that is He said i should call the 1800 best buy # and see if they can help and thats all he can do although their emplyee created this problem i then demanded to speak to a real manager mind this that i have been asking for a manager for at least 15 min with no success the manage ment team at this store must tell their employees not to bother them finally after 30 min and asking now over 20 times to speak to a manager. Manager Sam comes out she is rude and after i explain the problem Sam's answer is call the people who bought the present and ask them to buy another i explained i would never do that it is rude and awkward to call someone after a month that i dont speak to regulary and say by the way we returned your item and it went back to your credit card can u buy my son a new tv .Manager Sam is rude and she thought this was a normal thing to ask a Person as all the people in line agreed that its rude the way the manager sam and her team handled the situation if my employees or myself handled my buisness like manager Sam handles her best buy team.I would be out of buisness !!! A manager suppose to facilitate and help not manager Sam as i am speaking with best buy cooperate now and they can not believe how it was handled especially since i was in person in the store especially the way manager...